2012 12 December Service Board Meeting
- Former user (Deleted)
Meeting Date
December 18, 2012
Attendees
Members: Adriene Radcliffe, Ricardo Chavira, Susan West, Jane Livingston, Brian Wolson, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, John Jibilian, Stephanie Scungio, David Campbell (new: Dawn Colonese, David Galassi, Paul Gluhoski)
Attended: Adriene Radcliffe, Ricardo Chavira, Susan West, Jane Livingston, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Stephanie Scungio, Dawn Colonese, David Galassi, John Guidone and guest Jim McKay to discuss the survey and customer satisfaction topic
Agenda
- Review Metrics Model and Metrics from Prior Month - Rick Smith
- Discuss/Validate Service Ownership - Ricardo
- Discuss Survey and Customer Satisfaction part of 360 - Jane and Susan West
- Next steps of services rolling up to portfolio alignment and larger service categories, and how they relate to Strategic Committees
Notes
New members joined today, John Guidone (InfoSec) and David Galassi (Infrastructure), Dawn Colonese (service introduction)
Discussion of Service List and Service Ownership. We also had a discussion of provider service vs business service
Review and validation of the Service Management metrics model for services. Discussion of what that model means for service like personal productivity vs something like email. We agree it will be different for something like personal productivity. Len's directive is to measure against our customers expectations as opposed to measuring against our industry
Susan West reviewed the Technology Satisfaction Survey with the group. Jeff indicated that he would like more point of delivery (pod) survey data on a more regular basis for support. We discussed the followup to questions when the response is dissatisfied. We changed "Somewhat Satisfied/Dissatisfied" to Satisfied and Dissatisfied directly.
Email/Calendar
Wired/Wireless network
VPN
Cell Service
Backup
AV/Service for classroom or meetings
Web video and audio services - to modify and include a drop down of the service needed
ITS Help and Support
Help Desk (how often/how important) Hours, How knowledgable, My Tickets.
The DSP, FASIT, Library...
Action Items
- Ricardo to publish the list on our wiki and ensure the responsibilities of the service owner are called out as well.
- Rick to parado top 5 services (for incidents) and run the service metric model for our review.
- Susan to send this out to Service Board participants (not post to wiki which is public)