1. Enterprise Customer/ Field Services Overview of Client Integration Processes August 9, 2012

2. Four phases for each new client department 1.Analysis and approach 2.Development of detailed project plan 3.Implementing the transition 4.Confirming success 2

3. Step One: Analysis and Approach Meet with departmental leadership to identify goals, to understand priorities and recognize any special circumstances, including meetings with key faculty Meet with current departmental IT support and external IT support to understand their roles Conduct discovery phase (physical inventory, support environment) documenting all current IT resources 3

4. Step Two: Development of Project Plan Map support requirements to current UCSF resources Analyze departmental data sets (age, file size, file type) in preparation for data migration to network storage Define data archiving policy and procedures Identify support migration paths for any items not included under desktop program (websites, lab equipment, specialized servers) Refresh hardware (as needed) Recruit FTEs and/or contractors 4

5. Step Three: Implementing the Transition Communicate official support transition to department (often defer to MSO) Meet with full departmental staff to address any questions or concerns Interview each staff member (30 minutes) to understand their computing environment and priorities Identify up to 10 “early adopters” Develop/test login scripts Provide model workstation so staff can “take a test drive” Set schedule for conversion to new program and publish to department 5

6. 6 Step Four: Confirming Success Site visits, walkthroughs and/or email with clients: is it all working as expected? Regular communications with departmental liaisons in order to promote continuous improvement in services 1-on-1’s with faculty to further refine/customize solutions. SECTION HEADING

7. Challenges Adapting wild-west culture to standards-based support Incomplete adoption rate due to funding limitations Reluctance to use centralized storage due to costs Network performance in accessing centralized storage (differs by location) Securing locally stored data Integration of existing IT staff into new program 7

8. Recent Integrations SOM-ISU Emergency Medicine (35 computers) Neurology (200 customers) Memory & Aging Center (150 computers) School of Nursing (250 computers ITS-DLS Clinical Pharmacy (60 customers) Human Resources (200 staff; 5 centers) Research Mgt (100 staff; 10 centers) Pharmaceutical Chemistry (25 staff) 8