csi

Validate Project Charter

Identify and commit project resources

Establish progress reporting format

Agree on procedures for managing project-related issues and changes in project scope

Define how project materials will be organized and documented (Project Control Book)

Complete detailed project plan, and obtain approval

Conduct organizing meetings with project teams

Establish project communications procedure

Issue progress reports 1

Issue progress reports 2

Issue progress reports 3

Issue progress reports 4

Issue progress reports 5

Issue progress reports 6

Issue progress reports 7

Assemble survey team

Solicit topics for inquiry from service providers (within CIT and distributed)

Determine subsets of clientele to survey; probably students and employees, or students and faculty and staff

Develop student survey(s); determine optimum timing and means of data collection (in-person interviews, online surveys, paper, etc.)

Develop staff & faculty survey(s); determine optimum timing and means of data collection (in-person interviews, online surveys, paper, etc.)

Determine and purchase survey-taker bonuses

Develop student survey advertising plan

Develop faculty & staff survey(s) advertising plan

Advertise and administer student survey

Advertise and administer faculty & staff survey(s)

Manually enter survey results if necessary

Announce prizes and administer prize claims

Provide in-progress survey results for each survey, if possible

Publish Perseus-generated simple reports for each survey

Convene IT providers for results analysis (perhaps in subgroups by survey or by clientele): find themes, determine what's working and needs strengthening; what is not working; changes and trends since last iteration of each survey

IT Newsletter article for each survey, including graphical and descriptive analysis

Prioritize areas for improvement; propose solutions; assess feasibility; choose which to pursue. Focus on the most readily doable and useful; forward remainder to "Delivery Framework" or IT Master Plan.

Develop project plans for improvements

Announce plans via IT Newsletter (and via ?);

Assess success of improvements, e.g., through future surveys

Assemble project team

Determine what is of interest: support ratios, support structures, budgetary structures, best practices. Include student computing as well as faculty and staff. Develop recording (database) formats for consistency.

Identify institutions of interest: peer and aspirant institutions

Identify information sources

Gather information – UVM

Gather information – other institutions

Analyze information – where does UVM differ; which gaps are important to close; which differences are desirable or acceptable

Assemble project team; include Microcomputer Services, Client Services (including Media Resources and student employees), Academic Computing. Identify and enlist IT support providers outside of CIT: perhaps Libraries, ResLife, Wired suite.

Conduct focused, collaborative work sessions, comprised of IT and user community representatives, both to develop the proposed client service framework and to identify and analyze short-term opportunities for service improvement.

Collect and analyze all relevant internally-available information sources, including client services data recorded in the Footprints data base for all IT support units, workstation sales and support transaction information from the Microcomputer Depot.

Analyze need for change: what problems are we trying to solve; for whom; understand current processes and providers -- what's not working with current locations and processes (is it location, volume, nature of services, or process?); what is working; conf

Investigate anticipated trends in student computing – student-, faculty- and administration-driven.

Identify client groups which may have different needs that are met by different service structures and processes.

Recommend means of providing clear and consistent pathways and procedures for reporting, referring, monitoring and resolving user-reported problems, taking into account that IT client services are provided by a variety of organizations with varying needs,

Determine optimum service locations and hours; room visits vs. common ("walk-in") sites vs. phone support. Explore feasibility of identified locations and times. Explore staffing and collaboration options. Explore impact on IT personnel: schedules, effici

Recommend means to reduce or accommodate the diversity of user computing platforms and configurations that must be supported, since this complicates the ability of support staff to respond efficiently to user-reported problems, properly inform and educate

Define expectations for client information fluency, active or passive problem resolution roles, recommended, supported, or nonrecommended software, hardware, and networking.

Identify other proactive measures, such as education and publications, which could transform the need for and nature of "help."

Consider opportunities and demands posed by new student center

Develop proposal(s) including benefits, resource needs, structures, coordination and work flow processes; current and future (student center) locations. Propose Future IT Client Services Delivery Framework for Students

Assemble project team; include Microcomputer Services, Client Services (including Media Resources and student employees), Academic Computing; Administrative Information Systems. Identify and enlist IT support providers outside of CIT.

Conduct focused, collaborative work sessions, comprised of IT and user community representatives, both to develop the proposed client service framework and to identify and analyze short-term opportunities for service improvement.

Collect and analyze all relevant internally-available information sources, including client services data recorded in the Footprints data base for all IT support units; computer sales and support transaction information from the Microcomputer Depot

Examine current processes -- how do employees really get help; how long does it take; what are problem factors (lack of proficiency; lack of information or communication; inconsistency of client environment; complexity or unreliability of infrastructure/a

Understand results of IT Inventory project: variety or consistency of client hardware and software, expenditures, budgets

Understand approaches of smaller UVM units (Medicine, Business, Admin & Facilities Services, Development, Arts & Sciences)

Understand needs of special units (e.g., executive offices)

Investigate anticipated trends in employee computing; institutional and particularly teaching and research needs.

Identify client groups which may have different needs that are met by different service structures and processes. Determine whether to treat faculty & staff (or academic and administrative units) together or separately. Break into subproject teams if ne

Consider opportunities and demands posed by transition from NetWare to Windows-based file services.

Define expectations for client information fluency, active or passive problem resolution roles, recommended, supported, or nonrecommended software, hardware, and networking.

Recommend means of providing clear and consistent pathways and procedures for reporting, referring, monitoring and resolving user-reported problems, taking into account that IT client services are provided by a variety of organizations with varying needs,

Recommend means to reduce or accommodate the diversity of user computing platforms and configurations that must be supported, since this complicates the ability of support staff to respond efficiently and effectively to user-reported problems, properly in

Develop standards for acceptable asset quality and performance

Propose Future IT Client Services Delivery Framework for Employees.

Agree on presentation audience, format, organization and contents

Summarize and incorporate results of the major project work products.

Develop and review draft presentation with sponsor

Finalize presentation materials

Deliver presentation to senior management team members

Revise presentation and project work products as needed based on senior management team comments

Issue final project work products

Obtain Project Sponsor concurrence that all project objectives have been met

File all work products and templates in a common shared directory for future project use. Ensure appropriate project work products are available on the UVM web.

Identify work products to be maintained on a regular basis, and develop procedures and assign responsibilities for their ongoing update

Conduct and document summative ("lessons learned") evaluation session

Complete documentation in the Project Control Book