I MAC, You MAC, We All MAC - How?

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I MAC, You MAC, We All MAC - How?  HDI
Tampa Bay Chapter MeetingSeptember 13, 2007
People. Performance. Excellence.
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MAC - How?  Agenda

• Definition of MAC
• MAC Form Development History
• Where We Went
• ITT Resource Center
• Move / Add / Change (MAC) Process Form
• Future Considerations
• Questions, Answers, Comments Discussion

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Definition of MAC

• Defined as Move / Add / Change (MAC) and Remove
• Software
• Hardware
• User Permissions

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MAC Form Development History

• Always had a MAC process
• ITT Resource Center (RC)
• Web Site for Customer Self Ticket Submission
• Implemented in 8/2005
• Other Help Desk has paper MAC process
• Customer Business Unit wanted similar process
• Leverage ITT RC for MAC

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Where We Went

• Reviewed Administrative Documents
• Took Actions Steps and Tied to ITT RC Forms
• Wrote a Help Document with Links
• Worked with Developers on Vision for Form
• Conducted Customer Focus Groups
• Developed Link and Wizard MAC 10/06
• Linked MAC to HR Hiring and Termination Documents

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ITT Resource Center (top)
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ITT Resource Center (bottom)
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Move / Add / Change (MAC) Process
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Move / Add / Change (MAC) Process
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Future Considerations

• New IT SM Tool Proof of Concept
• Service Catalog with Shopping Cart
• Upgrading Current IT SM Tool
• Automation of Transfer Process
• Continual Process Changes

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Speaker Contact Information

• Barbara P. Moore
• Supervisor Technology Service Desk
• 299 First Ave N, PEF 103
• St. Petersburg, FL 33701
• [phone]
• Barbara.Moore_at_pgnmail.com

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Questions, Answers, Comments Discussion