Marty Durkin, Glenn Miller 5/17/2012

Goal of ITSD Provide outstanding customer service and IT tools to the user community to enable the Institute to meet its Mission, Science and Business goals.

Feedback on ITSD We obtained input from: Our Customers: Meeting with Division Management, Director ‘s Office and Institute staff on their perception of ITSD ITSD Staff: Focus Group report from Dr. Fred Mael ITSD Management: Branch Managers analyzed work flow and issues within the Division What did we find from this feedback? ITSD does a tremendous amount of good work but there are areas where we need to improve.

Focus Areas Areas we are focusing on to make ITSD more effective: Increase the role of the customer in how decisions are made and priorities are set Clear understanding of the roles and primary points of contact Streamline and simplify processes

ITSD Approach Going Forward Build and maintain stronger relationships with our customers Receptive to new ideas and technologies Recognize the value of failing forward Build capable and adaptable teams

Structural Improvements Streamline and clarify workflow through organizational changes Align the focus of the teams with customer needs Create Technical Lead & Chief Technical Lead roles Technical Leads are identified points of contact and will lead and coordinate work across the work units. Part of their role is to partner with the OED Chief Engineers in the relevant domains.

ITSD Current Org Structure

ITSD New Org Structure

ITSD New Organization 4 Branches Staff Desktop and OS Support Branch Helpdesk (Val Ausherman) Desktop OS support (Jim Grice) Mission & Server Support Branch Mission support HST(Patrick Taylor) JWST (Matt Sienkiewicz) CMO (Ron Russell) SCIENCE (Tony Darnell) Servers (Phil Grant)

ITSD New Organization (cont’d) 4 Branches (cont’d) Infrastructure Support Branch Network/VOIP (Gary Gladney) Security (Jamie Lipinski) Storage & Backups (Prem Mishra) & Calendaring (Greg Sachs) Database (Jeff Wagner)

ITSD New Organization (cont’d) 4 Branches (cont’d) Business, Applications and User Tools Branch Business Tools (Joy Hale) Custom Applications (Joy Hale) A/V (Calvin Tullos) Documentation and Handbooks Web (Leigh McCuen) Branches will come up with final branch names.

IT Services Division Reorganization

Next Steps Deploy new structure (4/9/2012) Finalize branch names (5/11/2012) Customer Service training (5/2012) Update and communicate IT roadmaps (6/2012) Define and advertise priorities of ITSD work and how this ties into the Institute’s mission. (6/2012) Reinforce values and behaviors (ongoing)

What We Plan to Accomplish Our customers will view us as the IT source for enabling them to get their jobs done. Modern and innovative approaches and solutions are an integral part of the way we work.

Assessment Metrics Response time to helpdesk requests Time to deliver new systems Meeting deliverables Number of new technology evaluations Customer Feedback