October 18, 2007 - Emory Office of Information Technology

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Dec 8, 2013 (3 years and 8 months ago)

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IT Briefing


Thursday, October 18, 2007


University

Technology

Services

IT Briefing

I
NCIDENT

M
ANAGEMENT

C
HANGE

M
ANAGEMENT

W
EB

H
OSTING

LAND
ESK

U
PDATE

R
EVISED

D
ESK
N
ET

C
HARTER

E
XCHANGE

U
PDATE

K
AREN

J
ENKINS





J
OHN

E
LLIS

AGENDA FOR OCTOBER 2007

2

VARIOUS CTS UPDATES

Karen Jenkins

R
EMINDER



POWER

OUTAGE

SCHEDULED

FOR

THE

NORTH

DECATUR

BUILDING

DATA

CENTER



Numerous HealthCare and University services affected


Sunday November 4
th

from midnight


6:00am (6 hours total)


Please refer to handout


ITIL
TRAINING


Will be offering a one day awareness training


Interested parties please contact
cts
-
scm@emory.edu


Stay tuned for date(s) and details


Seating will be limited to first come first serve (about 5
-
10 seats)

quick updates

ANNOUNCEMENTS

4

B
UILD

ON

TO

EXISTING

WORK

AND

FINALIZE

REQUIREMENTS


Working with Adelle Frank and company


Volunteers send email to
cts
-
webcomm@listserv.emory.edu


R
EQUIREMENTS

SCOPE

IS

ENTERPRISE
-
WIDE

I
NITIAL

IMPLEMENTATION

SCOPE

TO

INCLUDE

SMALL

SUBSET

OF

SITES
/
PAGES

(
WWW
.
EMORY
.
EDU
)

H
IGH

LEVEL

PLAN


Kick
-
off
-

late November


Gather & finalize requirements
-

December


Product selection
-

January


Governance submission
-

Spring

upcoming initiative

CONTENT MANAGEMENT SYSTEM

5

A
GING

REPORT

SHOWS

SIGNIFICANT

OUTSTANDING

INCIDENTS

T
ODAY

INCIDENTS
,
PROBLEMS
,
CHANGES
,
AND

WORK

REQUESTS

ALL

WITHIN

THE

SAME

MODULE


Utilize Operational Categorizations to differentiate


Problems or Incidents use Tier 1 of “Problem”


For other general requests use Tier 1 of “General”

L
INDA

ELLIS

WILL

FILL

THE

ROLE

OF

INCIDENT

MANAGER


Defining roles and responsibilities for this position


Focus will be on UTS queues but will assist other teams as needed


Defining response time goals for various types of requests

A
LL

PLEASE

ASSIST

BY

MONITORING

AND

CLEANING

UP

YOUR

QUEUES



RESOLVE

OLD

OUTDATED

NON
-
APPLICABLE

REQUESTS

incident management

QUEUE & CATEGORIZATION

6

incident management

CURRENT AGING REPORT (ALL REQUESTS)

7

School / Unit

3 days or
less

3 weeks to
3 days

3 months to 3
weeks

Greater
than 3
months

School of Medicine

18

73

96

185

Academic & Administrative IT

53

79

144

180

Development
& University Relations

15

39

53

53

Business Management

3

6

18

42

Vice President for Finance

5

9

20

41

Campus Life Activities

2

6

15

34

Candler School of Theology

0

0

2

25

School of Law

2

6

20

20

Emory Healthcare

0

0

2

17

Network Communications Division

11

23

27

16

Emory College

7

30

32

12

N
EW

INTERNAL

UTS

PROCESS

FOR

CHANGE

MANAGEMENT

T
ERMINOLOGY


Change Requester


Individual or department submitting a Request for
Change (RFC)


Change Review Board (CRB)


Coordination & technical
review/approval for medium risk RFCs


Change Advisory Board (CAB)


Review/approval enterprise/high risk
changes


Emergency Change


Requires immediate implementation to correct a
disruption or outage of service


Standard Change


A pre
-
approved change that is low risk, relatively
common and follows an established procedure

change management

NEW APPROACH

8

change management

RISK ASSESSMENT

9

Risk Level

Description

Notice

Approver

1 & 2

Pre
-
approved

Standard Change

n/a

Requester

3

Change is related to a single application or service and
side
-
effects can be safely excluded

1+ week

CRB

4

Change affects several

applications or services; or a
large number of users

2+ weeks

CRB

5

Change affects a major part of the business
-
critical
infrastructure

2+ weeks

CAB


UTS teams have completed a Risk Assessment for each service that
identifies the Risk Level for common RFCs


minimum of 10 per service


F
IRST

PHASE

UTILIZES

EXISTING

TOOLS

(
EMAIL

&
CM
25)

P
ROCESS

INCLUDES

NOTIFICATION

OF

ENTERPRISE

CHANGES

VIA

IT
-
ALERT

A
LL

R
ISK

L
EVEL

3,4, & 5 RFC
S

WILL

BE

POSTED

ON

CM
25
(F
ORWARD

S
CHEDULE

OF

C
HANGE
)

R
OLLOUT


User Guide distributed to staff (10/26)


Review processes with each UTS department (11/5


11/9)


Go
-
Live (11/12)

I
TERATIVE

PROCESS



THE

APPROACH

WILL

CONTINUE

TO

BE

REFINED

AS

NEEDED
!

change management

SCHEDULE

10

web hosting

JULIA
LEON

PLAYBOOK

11

IT.EMORY.EDU
GOING

LIVE

TODAY

IN

NEW

ENVIRONMENT
!


O
THER

PILOT

SITES

TO

BE

ADDED

AND

TESTED

NEXT

WEEK


W
ORKING

ON

MIGRATION

PLAN

THAT

WILL

GROUP

SITES

LOGICALLY

TO

EASE

BURDEN

ON

DEVELOPERS

(
SECURE
.
WEB
)


M
IGRATION

GUIDE

IS

POSTED

ON

IT
.
EMORY
.
EDU
/
MIGRATION

AND

WILL

BE

UPDATED

AS

NEEDED



PLEASE

CHECK

THE

WEBSITE

FOR

CURRENT

INFORMATION

web hosting

UPDATE

12

B
UILD

ON

TO

EXISTING

WORK

AND

FINALIZE

REQUIREMENTS


Working with Adelle Frank and company


Volunteers send email to
cts
-
webcomm@listserv.emory.edu


R
EQUIREMENTS

SCOPE

IS

ENTERPRISE

I
NITIAL

IMPLEMENTATION

TO

INCLUDE

SMALL

SET

OF

SITES
/
PAGES

(
WWW
.
EMORY
.
EDU
)

H
IGH

LEVEL

PLAN


Kick
-
off late November


Gather & finalize requirements December


Product selection January


Governance submission Spring

upcoming initiative

CONTENT MANAGEMENT SYSTEM

13

N
EW

TEAM

MEMBER


Welcome Tom Armour!

T
WO

TRAINING

DATES


Week of October 22
nd



Week of October 29
th



Each unit planning to utilize LANDesk (core server or local server) must send at least
one representative to training or attend vendor provided training at one of LANDesk’s
training centers

W
HSCAB

SUPPORT

NEED

IMPACTED

PROJECT

SCHEDULE


Revised date for Proof of Concept (November)


email coming soon with more details


Revised date for production ready (December 10)


on this date schools/units can begin
utilizing core server to manage their environment


LANDesk

UPDATE

14

C
URRENT

CHARTER


Define and update campus desktop/laptop hardware and software
standards

E
XPANDED

SCOPE


PDA standards / recommended devices


Remedy & LANDesk


Identify, evaluate, and prioritize work requests


Actively participate in test, acceptance, and proof
-
of
-
concept areas


Define and document standards, policies, and procedures


Research, investigate, and recommend continuous improvement areas (new
modules, PDA support, etc.)


DeskNet

REVISED CHARTER

15

R
EVIEW

MEMBERSHIP


One member from each school / unit


send email to
cts
-
scm@listserv.emory.edu



Members empowered to represent business needs of their unit


Members will be given tasks as well as assisting with priority setting

M
EETING

FREQUENCY


Increase to a monthly meeting


revisit as needed

F
IRST

CHARGE

IS

TO

DOCUMENT

AND

DETAIL

THE

NEW

CHARTER

DeskNet

NEXT STEPS

16

Questions


17

EXCHANGE UPDATES

John Ellis

18