USS Implementation

July 10, 2019

P R O J E C T K I C K O F F M E E T I N G

IT Project Management Office

• Project Goals and Objectives

• Project Scope

• Risks

• Assumptions

• Project Structure

• Work Stream Team Membership

• Work Stream Team Guidelines

• Project Documentation

• Project Timeline

• Next Steps

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Agenda

• Establish the framework to increase the efficiency of the delivery of user support services to reduce duplication of services• Standardization of policies, processes, and technology tools. • Transition of user support staff into a single support organization. • Utilize existing subject matter expertise where possible to align skills

and knowledge within the new organizational structure.• Establish a tiered service delivery structure

• Improve the management of intake, triage, escalation, troubleshooting and resolution of service requests.

• Metrics for evaluating effectiveness of service delivery.• Standardize hours and online support to provide a consistent

customer experience with availability of user support staff.• Perform an assessment for need of in-person walk up services

• Identify the distribution of service desk locations.• Maximize walk-in availability for in-person support.

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Project Goals and Objectives

In Scope• Delivery model that is made up of the technology tools, policies, processes and

people that are required to deliver and support IT services• Support model that defines how a customer can get IT support, support

expectations, and how the customer’s issues is handled from creation to resolution• Business and extended hours and online support that maximizes the availability

of walk-in and online support services• Geographical locations and Call Center that improve on-campus and off-campus

support• Organizational Change Management model that provides attention to the

disruption with staff reorganization• Classroom technology and support model that provides assistance with the

technology and hardware in classrooms, including troubleshooting, AV support, equipment, etc.

Out of Scope

• Anything not contained in the User Support Services Recommendation Report except CMET AV Support which is now part of Information Services.

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Project Scope

Risks

Risk Mitigation

Self-reported data on staff allocation to user support service roles produces inaccuracies in USS organizational staffing

Identify distributed IT staff not fully allocated to a user support service role and work with units to confirm USS allocation percentage

SCCM user support services currently provided by Enterprise Systems resources produces inaccuracies in USS organizational staffing

Work with Enterprise Systems to identify the USS allocation percentage

USS staff concerned about how they will be impacted by change

Formalize a process to ensure that employee engagement and experience through the disruption of change is a priority

• Delivery and support models will be standardized and agreed upon.• Work stream teams will be available and engaged to meet the goals and

objectives of the project.• All new roles identified in the USS Recommendation Report will be filled with

existing IT staff (e.g. Knowledge Manager, Dedicated Trainer).

Assumptions

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Project Structure

Project Communications

Announcements Email, Transform & Transition IT sites Ad Hoc

Progress Reports Transform IT Blog Weekly

Newsletters Around the O Workplace, Quick Quack Semi-monthly

Project Work Streams

Employee Engagement and Experience Delivery Models, Support Models, & SLEs

HR position descriptions & organization chart Remote Support & Chat (Tools)

Finance (incl. budget model & USS indices) UO Service Portal – TDX (Tools)

EDM/Asset Mgmt/SCCM/Jamf/Lab Mgmt Confluence (Tools)

Classroom Technology & Support Knowledge Management

Zone IT Service Desk Locations Student Management

Jessie Minton Project Sponsor

Paul Taylor Project Manager

Kelsey Lunsmann Business Analyst Lead

Patrick Chinn Communications Lead

Employee Engagement and Experience

This work stream group will focus on the people side of change identifying best practices and activities to drive employee engagement and adoption. The work stream members will provide hands-on change management coaching support and will partner with the project manager, project sponsors and project team members to: • Formalize a process to ensure the employee engagement and experience through the

disruption of change is a priority• Scope, design and deliver change plans and approaches to increase the understanding of the

what, why and process of the change• Anticipate and navigate barriers to successful change• Develop tools, processes and procedures to help people adapt to the change

Team member name Project role DepartmentJill O’Dea Work stream lead HR

TBD Thought Partners TBD

TBD Change Agents TBD

Kelsey Lunsmann Business Analyst (ad hoc) IS

HR position descriptions & organization chart

This work stream group is responsible for working with CIO to develop and finalize the USS organizational chart and USS staff position descriptions, interviewing USS identified staff about career aspirations, and working with central HR to transition staff to new positions.

Team member name Project role DepartmentJared Haddock Work stream lead IS

Kelsey Lunsmann Business Analyst IS

Cindy Hetrick Subject Matter Expert IS

Finance (incl. budget model & USS indices)

This work stream group is responsible for gathering budget data for USS staff, student employees, supplies, services, all accompanying indices, and working with units across campus to establish a financial model to support USS.

Team member name Project role DepartmentMelynn Bates Work stream lead SOMD

Kelsey Lunsmann Business Analyst IS

Cindy Hetrick Subject Matter Expert IS

EDM/Asset Mgmt/SCCM/Jamf/Lab MgmtEDM will be responsible for the management of all UO purchased/owned hardware and devices, and SCCM and Jamf will become the central tools for managing clients. This work stream group will be responsible for executing all EDM recommendations, conducting an analysis of what asset management tools we have today, recommending and implementing a central asset management tool, and identifying transition plans for centralizing SCCM and Jamf. Also, will be responsible for executing all computer lab management recommendations. (including printing).

Team member name Project role DepartmentMichelle Brown Work stream co-lead SAIT

Sam Crow Work stream co-lead CASIT

Kelsey Lunsmann Business Analyst IS

Ryan Stasel Subject Matter Expert SOJC

Pat Best Subject Matter Expert LIB

Mike Suskin Subject Matter Expert LCB

Jason Shirley Subject Matter Expert DSGN

Mathew Gauvin Subject Matter Expert IS

Chad Little Subject Matter Expert CASIT

James Barnum Subject Matter Expert FASS

Nathan Wallace Subject Matter Expert HOU

Peter Verrey Subject Matter Expert LIB

Mark Messenger Subject Matter Expert(Security – ad hoc) IS

Delivery Models, Support Models, & SLEsThis work stream group is responsible for eliciting information about current state and documenting delivery models in order to identify opportunities for improvement for future state delivery models. This work stream group is also responsible for executing delivery model recommendations, determining first touch and resolution times, as well as executing support model recommendations (including the call center and off-campus support).

Team member name Project role DepartmentGary Sullivan Work stream lead IS

Director of USS (TBD) Work stream lead IS

Tommy Harmon Business Analyst IS

Guy Eckelberger Subject Matter Expert SOMD

Sandra Lee Subject Matter Expert IS

Ginamarie Jones Subject Matter Expert LAW

Kevin McGlinchey Subject Matter Expert FASS

Shandon Bates Subject Matter Expert LCB

Geoffrey Marcus Subject Matter Expert CASIT

Michelle Brown Subject Matter Expert SAIT

Duncan Barth Subject Matter Expert LIB

Tevis Boulware Subject Matter Expert (ex officio) IS

Classroom Technology & Support

Classroom technology and support will provide assistance with the technology and hardware in classrooms, including troubleshooting, AV support, equipment, etc. This work stream group is responsible for identifying gaps that exist today for classroom technology and support and recommending how support should be delivered in an efficient and collaborative way.

Team member name Project role DepartmentShandon Bates Work stream lead LCB

Nathan Brown Business Analyst IS

Dave Petersen Subject Matter Expert CMET

Matt Schmidt Subject Matter Expert SOJC

Ken Loge Subject Matter Expert COE

Jess Yates Subject Matter Expert LAW

Sean Curtin Subject Matter Expert PDX

Ed Mason Subject Matter Expert - AV Design & Engineering (ad hoc) CMET

Remote Support & Chat (Tools)Bomgar will become the central tool used for remote support and chat. This work stream group is responsible for identifying additional licensing needs (if applicable), the implementation of chat to our already existing Bomgar service, and how to best to deliver IT support services for online education.

Team member name Project role DepartmentSara Stubbs Work stream lead IS

TBD Business Analyst IS

TBD Subject Matter Expert (Online Education Liaison) OtP

Sean Sharp Subject Matter Expert DSGN

Clayton O’Brien Subject Matter Expert PDX

Bobbi Bothel Subject Matter Expert IS

Jason Shirley Subject Matter Expert DSGN

Bill Anderson Subject Matter Expert FASS

Matt Cook Subject Matter Expert HOU

Billy Ray Subject Matter Expert SAIT

Ben Heiken Subject Matter Expert IS

UO Service Portal – TDX (Tools)

The UO Service Portal (aka TDX) will become the central ticketing system used for all USS staff. This work stream group is responsible for identifying and performing work required to on-board USS staff into TDX as each unit moves through the transition process.

Team member name Project role DepartmentKelsey Lunsmann Work stream lead IS

Kelsey Lunsmann Business Analyst IS

Tevis Boulware Subject Matter Expert IS

Sandra Lee Subject Matter Expert IS

Mike Orr Subject Matter Expert SAIT

Eric Ledford Subject Matter Expert ADV

Kevin McGlinchey Subject Matter Expert FASS

Michael Clark Subject Matter Expert BAO

Dave Roberts Subject Matter Expert JWJ

Michelle Brown Subject Matter Expert (ex officio) SAIT

Ryan Stasel Subject Matter Expert (ex officio) SOJC

Confluence (Tools)

Confluence will become the central tool used for managing internal IT knowledge base documentation (i.e. documentation used only by IT staff). This work stream group is responsible for identifying and consolidating all Confluence licenses, identifying additional licensing needs (if applicable), developing a recommendation on how Confluence should be best organized for USS, and developing transition plans for migrating internal documentation to Confluence.

Team member name Project role DepartmentGary Sullivan Work stream lead IS

TBD Business Analyst IS

Jillian Sallaway Subject Matter Expert IS

Kit Day Subject Matter Expert IS

Derek Wormdahl Subject Matter Expert IS

Mike Moresi Subject Matter Expert CASIT

Mathew Gauvin Subject Matter Expert IS

John Fuller Subject Matter Expert ECS

Knowledge Management

Knowledge Centered Support (KCS) will be the methodology used for managing all external knowledge base articles. This work stream group is responsible for implementing KCS and improving the existing external knowledge base based on KCS principles. This work stream is dependent on the HR work stream.

Team member name Project role DepartmentMike Moresi Work stream lead CASIT

Knowledge Manager (TBD) Work stream lead IS

TBD Business Analyst IS

Eric Ledford Subject Matter Expert ADV

Marc Levy Subject Matter Expert SOMD

Cleven Mmari Subject Matter Expert SAIT

James Ingalls Subject Matter Expert CASIT

Brandon Kellogg Subject Matter Expert JWJ

Tevis Boulware Subject Matter Expert IS

Student Management

Student management for USS student employees will be centralized and standardized. This work stream group is responsible for identifying standard processes for hiring, training, and management of USS student employees.

Team member name Project role DepartmentSean Sharp Work stream lead

TBD Business Analyst IS

Cam Schultz Subject Matter Expert SOJC

Sean Sharp Subject Matter Expert DSGN

TBD (TSD new hire) Subject Matter Expert IS

Sam Villalobos Subject Matter Expert LIB

Amy Gurley Subject Matter Expert FASS

Zone IT

Desk-side and specialized IT support for faculty and staff will be delivered through a zone IT model. This work stream group is responsible for identifying zones, staffing needs, transition plans, and executing zone IT recommendations. ** Dependency will be the org structure and the identification of people **

Team member name Project role DepartmentTBD Work stream lead

USS Campus Leader (TBD) Work stream lead IS

TBD Business Analyst IS

Jody Bleisch Subject Matter Expert BAO

Karl Owens Subject Matter Expert LCB

Tim Miller Subject Matter Expert JWJ

Norm Myers Subject Matter Expert HOU

Doug Burzell Subject Matter Expert PDX

Service Desk Locations

This work stream group will be responsible for evaluating current service desk locations and need for walk-up locations.

Team member name Project role DepartmentTBD Work stream lead

TBD Business Analyst IS

Douglas Hethmon Subject Matter Expert HOU

Shandon Bates Subject Matter Expert LCB

Work Stream Lead Guidelines

• Work with the assigned team and project manager as needed to identify the work activities and associated time durations.

• Lead the associated tasks of the assigned team to ensure the scope of work outlined in the work stream definition is completed as planned.

• Attendance at weekly project meetings is required to report on progress with the work and identify issues and risks as they arise. In the event that conflicts arise contact the project manager with updates prior to the next meeting.

• Contact the project manager outside of the weekly project meeting to discuss barriers needing resolution prior to the next meeting.

Work Stream Team Guidelines

• Time Commitment• 2-3 hours per week• Variations in work load may change weekly allocation

• Meeting Attendance & Agendas• Attendance at regular meeting/work sessions is required unless schedule conflicts arise

– notify your team lead of exceptions ahead of time• Team leads should prepare agendas for each meeting/work session to help guide the

team through activity planning and tracking. • Agendas should be referenced in the project meetings section of the project site.

Confluence pages, links to MS Teams or OneDrive documents can be used for this purpose.

• Issue Reporting• Document issues in the project issue log for review in the weekly project team lead

meeting• Decision Log

• Document key decisions in project decision log for review in the weekly project team lead meeting

• Documentation• All project related documentation should be referenced in the work streams document

section of the project site under the associated work stream link. Confluence pages, links to MS Teams or OneDrive documents can be used for this purpose.

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Project Documentation

https://confluence.uoregon.edu/display/IPPM/USS+Implementation+Project+Site

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Aug Sep Oct Nov Dec Jan Feb Mar Apr

Project Timeline

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Next Steps

Regular Cadence

• Weekly project meetings (PM, Work stream leads, Communication lead) to track and report on progress, discuss issues, decisions, risks

• Regular work stream sessions to drive progress with work activities• Monthly gatherings with all work stream teams to celebrate progress and

open forum for sharing what we are learning

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Next Steps

Regular Cadence

• Weekly project meetings (PM, Work stream leads, Communication lead) to track and report on progress, discuss issues, decisions, risks

• Regular work stream sessions to drive progress with work activities• Monthly gatherings with all work stream teams to celebrate progress and

open forum for sharing what we are learning