Manager’s meeting notes, Dec. 2011

Please note: having started out swimmingly by posting manager’s notes soon after our the November 2011 meeting where we promised to routinely post notes — mea culpa — I promptly forgot to add this to my list of weekly tasks.  So, following this will be posts containing notes through our April 2012 meeting, at which point I’ll be caught up and can be more timely with this in the future.  Thanks for your tolerance.

Present: Joe Durante, David Ludwig, Chris Norris, Peggy Fischel, Mary Backus, Joe Antonioli, Jim Stuart, Mike Roy, Dan Frostman, Petar Mitrevski, Terry Simpkins, Carrie Macfarlane, Rachel Manning, Rebekah Irwin, Ian Burke, Shel Sax, Carol Peddie, Doreen Bernier

Mike Roy requested that everyone should post updates to the Area 51.5 (manager’s) site prior to our meetings to facilitate sharing.  Joe Antonioli create a go link: go/area515

Mike, Dave, and Carol discussed the the Banner migration process this weekend. Banner read-only, pre-production would be available.  Status emails would be sent out to the campus all weekend during the migration process.  Time entry on Tuesday 12/13 should not be affected.

Mary Backus walked us through a presentation on Service Level Agreements (SLAs).  The draft agreement was prepared to address the User Services Goal to establish and publish SLAs for every service point within User Services as a guide for staff, student workers, and campus customers to clearly understand our response and expected time frames.

Mary described each priority and service level (see below) included in the proposed agreement along with the following timeline.  She also displayed a draft chart of possible steps and time frames for resolving sticky issues.  This will be refined as conversations with the various affected workgroups occur.

Priorities
Priority 1 (highest)

  • Affects a class in session or about to begin
  • All or a significant portion of Middlebury cannot communicate either via telephone or email
  • Financial systems are down
  • An administrative or academic building loses network connectivity
  • There is a safety threat and the alert system is down
  • A critical service is down for many people

Priority 2

  • Service is down for a few people, but an important deadline is looming
  • Student(s) cannot easily do their academic work in locations other than the classroom
  • An individual charged with performing a critical portion of college business is unable to access a service

Priority 3

  • Requests for services and support that come through expected channels with expected

response time expectations

  • Service is down for a few people with no important deadline looming
  • A portion of services is unavailable in a specific location unrelated to classroom instruction

Priority 4

  • One or more individuals are inconvenienced, but there is a work around so that they can continue with their work.
  • Non-academic issue that is a direct result of a user not following documented advice and procedures
  • Request for services or support from a non-college group.

Service Levels

  • Level 1 – Highest level of support – fastest response
  • Level 2 – Best effort – slower response and no guarantee of resolution
  • Level 3 – Offer advice or documentation, but no active response

Timeline

  • Develop worksheets and supporting documentation for workgroups.
  • Outreach to our partners to be completed by: December 15, 2011
  • SLA drafts reviewed and accepted by participating groups: March, 31 2012
  • SLAs published and communicated to LIS and campus constituents: April 30, 2012
  • Determine Management Process for Escalations, Measurement and Reassessing agreements
  • Develop tools to manage the process
  • Outreach to customers
  • Publishing results

Thanks for reading
Terry & Doreen

 

Manager’s Meeting Notes, Dec. 8, 2011
Present: Joe Durante, David Ludwig, Chris Norris, Peggy Fischel, Mary Backus, Joe Antonioli, Jim Stuart, Mike Roy, Dan Frostman, Petar Mitrevski, Terry Simpkins, Carrie Macfarlane, Rachel Manning, Rebekah Irwin, Ian Burke, Shel Sax, Carol Peddie, Doreen Bernier

Mike Roy requested that everyone should post updates to the Area 51.5 (manager’s) site prior to our meetings to facilitate sharing.  Joe Antonioli create a go link: go/area515

Mike, Dave, and Carol discussed the the Banner migration process this weekend. Banner read-only, pre-production would be available.  Status emails would be sent out to the campus all weekend during the migration process.  Time entry on Tuesday 12/13 should not be affected.

Mary Backus walked us through a presentation on Service Level Agreements (SLAs).  The draft agreement was prepared to address the User Services Goal to establish and publish SLAs for every service point within User Services as a guide for staff, student workers, and campus customers to clearly understand our response and expected time frames.

Mary described each priority and service level (see below) included in the proposed agreement along with the following timeline.  She also displayed a draft chart of possible steps and time frames for resolving sticky issues.  This will be refined as conversations with the various affected workgroups occur.

Priorities
Priority 1 (highest)

  • Affects a class in session or about to begin
  • All or a significant portion of Middlebury cannot communicate either via telephone or email
  • Financial systems are down
  • An administrative or academic building loses network connectivity
  • There is a safety threat and the alert system is down
  • A critical service is down for many people

Priority 2

  • Service is down for a few people, but an important deadline is looming
  • Student(s) cannot easily do their academic work in locations other than the classroom
  • An individual charged with performing a critical portion of college business is unable to access a service

Priority 3

  • Requests for services and support that come through expected channels with expected

response time expectations

  • Service is down for a few people with no important deadline looming
  • A portion of services is unavailable in a specific location unrelated to classroom instruction

Priority 4

  • One or more individuals are inconvenienced, but there is a work around so that they can continue with their work.
  • Non-academic issue that is a direct result of a user not following documented advice and procedures
  • Request for services or support from a non-college group.

Service Levels

  • Level 1 – Highest level of support – fastest response
  • Level 2 – Best effort – slower response and no guarantee of resolution
  • Level 3 – Offer advice or documentation, but no active response

Timeline

  • Develop worksheets and supporting documentation for workgroups.
  • Outreach to our partners to be completed by: December 15, 2011
  • SLA drafts reviewed and accepted by participating groups: March, 31 2012
  • SLAs published and communicated to LIS and campus constituents: April 30, 2012
  • Determine Management Process for Escalations, Measurement and Reassessing agreements
  • Develop tools to manage the process
  • Outreach to customers
  • Publishing results

Thanks for reading
Terry & Doreen

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