Information Technology at Emory Client Services Development Overview

Information Technology at Emory Client Services Development Overview

Information Technology at Emory Agenda • • • Review CSD’s Responsibilities Discuss Communication Model Discuss Software Server Requirements Discuss Tech Professional’s Tab Discuss Orientation Program Information Technology Division Technical Services

Information Technology at Emory Client Services Development Call Center Mission Statement Provide high quality responsive technical services and facilitate communication between Technical Services and the Distributed Local Support community CSD Systems Information Technology Division Technical Services Distributed Local Support

Information Technology at Emory The Functional Team Karen Jenkins Charles Denard Tommy Stripling Information Technology Division Technical Services Al Shelton Craig Myers Open TBD

Information Technology at Emory CSD Roles & Responsibilities • Communication to/from Distributed Local Support • Software Server management • Magic application management • Local Support for AIS • Desk. Net chair Information Technology Division Technical Services • Tier II escalation • Consulting services for DLS • CS web-site lead • Create & maintain selfservice database • Develop & maintain ITD Orientation Programs

Information Technology at Emory DLS Communication Model • Goals – Proactively communicate – Collaborate – Foster universal “IT Team” culture • Vehicles ü IT Briefing ü Desk. Net ü Listserv’s ü Notifications, FYIs/SIRs/etc. v Tech Professional’s Tab on new ITD Web-Site v School/Department IT Meeting Information Technology Division Technical Services

Information Technology at Emory Objective – IT Briefing • Discuss, collaborate, and present enterprise technologies • Subject Matter Experts present leading edge technology • Update Distributed Local Support community on ITD initiatives Information Technology Division Technical Services

Information Technology at Emory Objective – Desk. Net • Reviews/recommends desktop technology • Cross-organizational teams – Sub-committees convene to discuss focused projects and technology • Sub-committees identify specific action items and responsibility to committee members • Examples: Anti-Virus, SPAM, hw & sw recommendations, Browsers, etc. Information Technology Division Technical Services

Information Technology at Emory Objective – LISTSERV’s • Post questions and answers relating to specific technology areas • Distribution mechanism to communicate updates and meetings via email Information Technology Division Technical Services

Information Technology at Emory Objective - DLS Meeting • Client Services Development Team Lead attend department level meetings • Educate central IT on emerging department specific technologies • Update central IT on Distributed Local Support contacts • Inform central IT on newly deployed/updated technologies • Constructively discuss issues and concerns Our Request … Information Technology Division Technical Services

Information Technology at Emory Sample Agenda • Organizational/department overview – What departments do you support – What is your IT organizational chart – Contact names and numbers • Review technical infrastructure – OS type and est. desktops – OS type and est. servers – Unique (non-ITD) & enterprise apps – Network overview (connections, IP addresses, etc. ) • • – Internal – Escalation to call center/ITD • Technical Services Magic application use – – • Information Technology Division Current IT projects and initiatives Current IT challenges (internal and with ITD) Overview of IT vision and strategic direction Current support process Current use Future use Training requirements Comments/input Input and suggestions to improve ITD services

Information Technology at Emory Tech Professional’s Tab • Location on new ITD Website specifically for Emory IT professionals • How/what would be beneficial? – Top ten recommendations to secure your environment – ? ? Information Technology Division Technical Services

Information Technology at Emory Communication Frequency • IT Briefing • DLS Meeting • Tech Professionals Tab • Desk. Net • Listserv, FYIs, SIRs • Other(s)? Information Technology Division Technical Services Ø Monthly Ø Quarterly Ø Population just beginning Ø As needed Ø As required CSD Contact: Karen Jenkins kejenki@emory. edu 2 -9475 404 -606 -2429

Information Technology at Emory Software Server • Brainstorm on goals, requirements, capabilities, etc. Desktop Software Emory Online (EOL) Meeting Maker Symantec Information Technology Division Technical Services Simple GUI interface to allow users to simply select the product name and/or icon

Information Technology at Emory Consulting Services Information Technology Division Technical Services

Information Technology at Emory ITD Orientation • Develop ITD Orientation Programs for: – Distributed Local Support – ITD – HR • Provide program on quarterly basis • Thoughts? Information Technology Division Technical Services

Information Technology at Emory ? Questions Information Technology Division Technical Services