Help desk assessment report.x10

Pre-Sales Assessment Presentation Phase 1 Progress Report October 21, 2005

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Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Background - Team ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],Project Goal & Objectives PROJECT GOAL: The overall goal of the Business Process (Break/Fix) Re-engineering Project is to investigate and test reducing restoration time of CustomerHC business functionality for urgent areas within 20-30 minutes and within 2 hours for other important areas ,[object Object],[object Object],[object Object],[object Object],[object Object]

Current & Future Service Level Agreements (SLAs) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LINK – Current ITFS Severity Level Standards A 2 hrs .5 hrs B 4 hrs 2 hrs C 8 hrs 8 hrs D 24 hrs 24 hrs 80% yield 90%yield Current Future 74% 70-80% Needs additional clarification on A, B, C & D

Project Approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Project Deliverables ,[object Object],[object Object],[object Object],[object Object],[object Object]

Project Review – Phase I (Due Diligence) Overall Approach Phase 1: Due Diligence Milestone Milestone Phase 2: Process Optimization ,[object Object],[object Object],[object Object],[object Object],[object Object],Break-Fix Process Re-engineering Program Governance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Project Review – Phase I Due Diligence - Overall Approach 9/19/05 9/26/05 10/19/05 Project Planning Interviews and CMO Documentation CMO Presentation and Findings Due Diligence Findings Presentation 10/21/05 Kick-Off Meeting Phase 1 - Due Diligence Break-Fix Process Re-engineering Program Governance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Finding report and presentation

Process Centric Approach Customer-IT (NOPS) Customer Business Client Services ITFS ENS HD Patient Care Site Support BAP IMAC-D Financial Manage- ment Software And Imaging Desk-side Support Asset Manage- ment Break-Fix Network Infrastruc- ture National Help-Desk Solution Center Depot Manage- ment Problem Manage- ment Managed Project Deployment PMO

Infrastructure “ When I turned on my computer today, I received an error message that my Customer HealthConnect couldn’t be found, so I called the National Help Desk and passed over to the Physician’s Help Desk. CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Help Desk “ My call was answered promptly and the Help Desk agent was very friendly. She attempted to help me and asked me several questions but it became clear that something must be wrong with my PC that would require a visit by an on-site technician. ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Help Desk “ The Help Desk agent asked me to verify my location and other information and said to expect someone from ITFS to stop by my desk before noon. I said that I would be on rounds but my assistant would be there.” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LINK: Process Flow Diagram

Availability Management “ I logged onto my Customer HealthConnect account via a shared computer, checked on the status of my patients and then began my rounds. ” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Break/Fix, Desk Side Support “ When I returned to my desk, everything was working again. My assistant said that the ITFS staff replaced my computer because the software needed to be re-loaded and they didn’t want me to be without access any longer than necessary.” ► LINK: Minutes from Interview CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS LINK: Process Flow Diagram ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

IMAC-D “ The ITFS technician also left a set a guidelines for our department move next week and said that they would move the computers during the weekend so we wouldn’t experience any down time. ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LINK: Minutes from Interview

Depot Management “ I replaced Dr. Carillo’s computer with one from the depot.” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Imaging and Software Distribution “ Then, I filled out a work order so that it would be re-imaged and I updated the trouble ticket.” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LINK: Minutes from Interview

Change Management “ Dr. Carillo’s assistant asked if they could get some new software installed. I showed her how to access the HUB to submit an RFC.” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Asset Management “ I returned to my desk to update the ticket with, and relate the new asset information then changed the status of the one that I brought back from ‘in-use’ . ” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LINK: Minutes from Interview

Problem Management “ This was the third time during the week that the Customer HealthConnect software was corrupted. I’ll need to see if this is being addressed during my next Problem Management meeting. ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Managed Project Deployment “ It looks like the Department is about due for new computers.” ► CORE ACTIVITIES OBSERVATIONS KEY DATA POINTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LINK: Minutes from Interview LINK: Process Flow Diagram

Next Steps (Phase II) Service Delivery & Support Model Customer User BUSINESS PARTNER INFORMATION TECHNOLOGY Service Delivery Service Support Infrastructure

Next Steps (Phase II) Process Optimization Plan Summary Report Project Close Out RE-ENGINEERING PROGRAM GOVERNANCE Final Deliverables Submission and Presentation Pilot Implementation Testing and Validation 9/19/05 9/26/05 10/19/05 10/21/05 Project Planning Interviews and CMO Documentation CMO Presentation and Findings FMO Documentation FMO Presentation and Findings Pilot Implementation Planning Due Diligence Findings Presentation FMO DESIGN & VALIDATION ASSESS PROJECT CLOSURE PILOT IMPLEMENTAION PILOT PLANNING Kick-Off Meeting Phase 1 - Due Diligence 12/09/05 11//30/05 12/16/05 11/7/05 11/14/05

Next Steps (Phase II) Process Optimization Plan RE-ENGINEERING PROGRAM GOVERNANCE Project Close Out Pilot Implementation Testing and Validation 12/09/05 11/7/05 10/24/05 11/14/05 11//30/05 12/16/05 FMO Design & Validation FMO Presentation & Validation Pilot Implementation Planning ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Next Steps (Phase II) Deep-Dive ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Critical Success Factors ,[object Object],[object Object],[object Object],[object Object],[object Object]

Assumptions ,[object Object],[object Object],[object Object],[object Object],[object Object]

Help desk assessment report.x10

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