Client Services

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Client Services

• Client Services Development Overview

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Agenda

• Review CSDs Responsibilities
• Discuss Communication Model
• Discuss Software Server Requirements
• Discuss Tech Professionals Tab
• Discuss Orientation Program

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Client Services Development

• Mission Statement
• Provide high quality responsive technical
  services and facilitate communication between
  Technical Services and the Distributed Local
  Support community

CSD
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The Functional Team
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CSD Roles Responsibilities

• Communication to/from Distributed Local Support
• Software Server management
• Magic application management
• Local Support for AIS
• DeskNet chair

• Tier II escalation
• Consulting services for DLS
• CS web-site lead
• Create maintain self-service database
• Develop maintain ITD Orientation Programs

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DLS Communication Model

• Goals
• Proactively communicate
• Collaborate
• Foster universal IT Team culture
• Vehicles
• IT Briefing
• DeskNet
• Listservs
• Notifications, FYIs/SIRs/etc.
• Tech Professionals Tab on new ITD Web-Site
• School/Department IT Meeting

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Objective IT Briefing

• Discuss, collaborate, and present enterprise
  technologies
• Subject Matter Experts present leading edge
  technology
• Update Distributed Local Support community on ITD
  initiatives

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Objective DeskNet

• 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.

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Objective LISTSERVs

• Post questions and answers relating to specific
  technology areas
• Distribution mechanism to communicate updates and
  meetings via email

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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
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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.)

• Current IT projects and initiatives
• Current IT challenges (internal and with ITD)
• Overview of IT vision and strategic direction
• Current support process
• Internal
• Escalation to call center/ITD
• Magic application use
• Current use
• Future use
• Training requirements
• Comments/input
• Input and suggestions to improve ITD services

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Tech Professionals Tab

• Location on new ITD Website specifically for
  Emory IT professionals
• How/what would be beneficial?
• Top ten recommendations to secure your
  environment
• ??

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Communication Frequency

• IT Briefing
• DLS Meeting
• Tech Professionals Tab
• DeskNet
• Listserv, FYIs, SIRs
• Other(s)?

• Monthly
• Quarterly
• Population just beginning
• As needed
• As required

CSD Contact Karen Jenkins kejenki_at_emory.edu 2-94
75 404-606-2429
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Software Server

• Brainstorm on goals, requirements, capabilities,
  etc.

Simple GUI interface to allow users to simply
select the product name and/or icon
Desktop Software Emory Online (EOL) Meeting
Maker Symantec
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Consulting Services
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ITD Orientation

• Develop ITD Orientation Programs for
• Distributed Local Support
• ITD
• HR
• Provide program on quarterly basis
• Thoughts?

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