Status, OE Help Desk Initiative
IT Services
March 10, 2011
Agenda
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Objective
Updated Timeline
Physical Relocation Update
Project Resources
Project Governance
Progress to Date
Objective of Consolidated Service Desk
“To provide elevated and expanded
services while driving efficiencies
through standardization, systems,
tools and processes”
“One Team Approach” to allow for
transparency and quicker problem
resolution through better
collaboration and communication
Updated Timeline
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Project Kickoff – Mtg with CIOs – 1/6/2011
Consultant – CSC – began work – 2/07/11
PM – Anuj Chaudhary – started – 3/1/11
Relocation construction complete – 3/7/11
Campus moved to EP- 3/7/11
Proposed Design Review Meeting – 3/17/11
Finalize Design, Implementation Plan – 4/15/11
Move SOM to EP – May 2011
Updated Timeline
(cont)
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Reduce Help Desk staff by 2 – 6/30/11
Add student support to Help Desk – Sept
2011
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Identify FTE requirements to support
Identify location on campus for drop in support
Complete consolidated Service Desk –
12/30/11
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Reduce Service Desk staff by another 4 FTEs
Physical Relocation Update
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Renovated to create one large open
space
All cubicles identical and ergonomic
Adding SOM to Open Scape prior to
move to EP
Renovated Space
Renovated Space
Renovated Space
Project Resources
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Pete Kearney from CSC
Anuj Chaudhary – PM
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Service Desk Consolidation
Service-now Implementation
Shelley McIntyre – Admin/analyst
support
Project Governance
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IT Technology and Architecture
Committee – Chair, Opinder Bawa
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OE Help Desk Sub-Group – Julie Cox,
Chair
Working on Project Charter
 Working on representation
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Working Group
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Kevin Barney, Quinn Hearne, Darlena
Torres, John Gingrich, John Chin, Dan
Pucillo, Pete Kearney, Anuj Chaudhary
Progress To Date
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Hired Consultant and Project Manager
Renovated space and moved Campus
Completed 90% of customer/staff
interviews
Met with Karen Butter to look at space for
student drop-in
Set up Future State Design session
Posted FAQ for project on OE Website