1. Quarterly Enterprise Collaboration Meeting
Thursday, September 21st , 11am-12pm

2. Agenda Tech Depot, Security Posture & Mobile Iron ServiceNow Upgrade
Office 365

3. Security/Site Depot Plan for 10.31.17 Go-live
Jigar Kadakia
Chief Information Security and Privacy Officer, Information Systems
Last updated September 01, 2017

4. Key Changes for Users Changes for users:
Installation of NAC Agent (Forescout Secure Connector)
Users logging in via VPN will need to have agent and proper virus protection (Enforcement timeline estimated to be early December 2017)
Users with managed devices (workstations, laptops, mac, etc.) should have automatically been pushed the agent
Agent is required for connection at Assembly row
Agent is in visibility mode at other locations with no enforcement (enforcement timeline to be determined but rollout expected to be late Spring early Summer 2018)
Mobile/smart phone users will be required to enroll in Mobile Iron for and other applications
-old versions of outlook 2007 clients that come through EWS to be turned off which will force all users to 2 FA at some point when they connect remotely

5. User Support
We are expecting users to follow existing standard support functions in place with the proposed changes. These support processes include:
Calling the service desk
Service desk provides necessary assistance
Service desk dispatches a site tech to assist the users
Opening a ServiceNow ticket online
Reviewing documentation on the Knowledge base
Going to the site depots

6. Site Depots Scope
In order to facilitate changes and provide additional hands on support, we will be setting up temporary depots at the sites.
Scope of the Site Depots
Obtain assistance with Mobile Iron installation/issues
Obtain NAC Agent weblink/instructions or media
Obtain support for other related issues for Managed devices (O365, , SCCM, etc.)
Enrollment assistance into the PEAS Program
Provide assistance and direction for devices purchased with Partners funds (Grants, Sundry, etc.) device cannot be more than 5 years old
Inventory/log devices that are purchased with Partners funds
For BYOD, provide users with documentation to assist with questions
Collect devices that users do not want any more for destruction
Provide encrypted USB sticks

7. Communication Plan
There will be multiple communication messages to users.
Mobile Devices (Cell Phones)
Message to all mobile/smartphone users telling them that we will require mobile iron for access and how they can obtain it.
Provide a list of users at the site level for separate communications
33,000 users
VPN Users
Message to all VPN users that tells them that they will need to have NAC agent to use VPN and how to verify or obtain NAC agent.
19,000 users
5,800-Partners Managed Laptop
4,200-Non employee, contractor, vendor, student
All user
Message to all users that connect to remotely that they will be required to use some form of 2 FA to obtain .  Users that use OWA, EXOnline, VPN will not see a different experience remotely. 

8. Timeline
Target 10/31/17

9. Draft Mobile Iron Communication to users
Template: Action Required - Yellow
Date: September 20 and October 4, 11, 18, 25
To: Current ActiveSync Users (new list created weekly by Mike M. Lee to remove users who have enrolled since the previous notification)
From: IS Communications
Subject: Use MobileIron to access Partners on your mobile device
Applies to: Users who access Partners on a Mobile Device
Information Systems is transitioning all users to MobileIron, a new system for obtaining Partners on an iOS (iPhone or iPad) or Android device. MobileIron is software used by Partners HealthCare to manage and secure mobile devices. You must update your device by October 31st to maintain access to Partners on your mobile device.
What do I need to do?
Before October 31, enroll and setup your device with MobileIron. Instructions can be found in the Service Now article KB
Instructions walk you through removing current mail settings and setting up MobileIron.
Installation takes approximately 5-10 minutes.
, calendar, and contacts may take an additional 10 minutes to fully populate after setup.
What Partners resources are available using this technology?
In addition to Partners , users of Epic Haiku and Canto will be able to access the mobile versions of these applications. This technology also enables access to PeopleSoft, SharePoint, Partners Phone Directory, and your Home drive.
If you have questions, please contact the IS Service Desk.

10. Draft NAC Communication to users
Template: Action Required - yellow
To: All VPN Users (list generated weekly by Paul Balzotti to include new VPN users)
From: IS Communications
Date: September 20 and October 4, 11, 18, 25
Subject: Securing your VPN Connection
Applies to: VPN Users
Coming early next year, when you connect to the Partners network over VPN, you will be required to have SecureConnector installed on your computer. Secure Connector helps to protect your computer, allowing the Partners HealthCare network to check your computer and confirm that it meets network security requirements.
To avoid losing access to Partners network resources over VPN, do the following:
Step 1: Verify if your device already has SecureConnector installed
Windows: Click the Windows Start button and search for Forescout SecureConnector
Macs: Open your Start Menu or Applications folder and search for ForeScout SecureConnector
Step 2: Install Secure Connector
Windows: Run the one-time installation from
Macs: If you are enrolled in PEAS, open Self Service and install ForeScout SecureConnector. If not, enroll in PEAS:
 What happens if I don’t install SecureConnector?
When you log on to VPN after December 31, 2017, you will be prompted to install SecureConnector. Once installed, a compliance scan runs to confirm that the computer meets security requirements, ensuring your antivirus software and patches are present and up to date.  
Installation instructions and additional information can be found in KB or  contact the IS Service Desk.

11. Draft Communication for Outlook Anywhere transition
Template: General Broadcast - blue
To: All Users
From: IS Communications
Date: September 20 and October 4, 11, 18, 25
Subject: Accessing Remotely
Applies to: All Users
Beginning October 31st, all access to Partners when you’re not logged in to the Partners network will require that you confirm your identity by text message or phone. This is being done to improve security and provide a better user experience across all access points to .
If you currently access using Outlook Web App (OWA), Office 365 or VPN, you will not see any changes to your log on experience.
Who is likely to be impacted by this change?
When not logged into the Partners network, users of Outlook 2007 and Mac users with Apple Mail or Outlook 2011 may notice a difference when they try to access .
What is the best way to access when working remotely?
Use Outlook Web App (OWA) available over the internet at
Connect to the network using VPN, a secure, remote access solution
If you have questions, need additional assistance or to request VPN access, please contact the IS Service Desk.

13. ServiceNow Upgrade September 2017
Sarah Harding, Project Specialist
Stacia Friedrich Krozy, Sr. Project Specialist
Thursday, September 21st , 11am-12pm

14. Agenda What is ServiceNow Why are we upgrading Timeline New Features
Post upgrade
Highlight new features that you can expect to see at the end of this month
Post upgrade information that you may find useful

15. What is
ServiceNow is the enterprise application we use as our IT Service Management (ITSM) system at Partners HealthCare.
We use it to report and track defects (aka bugs) and request Changes to the services we provide, as well as make routine requests to receive/stop receiving these services.
We also maintain an IS Service Desk website, a configuration management database (CMDB), and Knowledgebases to provide more education and information about our services and their relationships.
Fast Facts:
Off-premise/cloud-based
5 technical environments: 1 production, 4 non-production
Available to all 68,000+ users at Partners HealthCare
2,800+ users with advanced “Super User” access
Use SvcNow to report and track defects, request changes to services
SvcDesk Website, CMDB config mgmt. database & knowledgebase- wealth of information to answer questions you may have about SN or the services provided
PRD, TEST, TRAIN (education & classes), DEVELOPMENT & QA in our pipeline
ServiceNow Access Request – can be filled out within New Call- > Request -> Servicenow access-> once filled out and approved by your manager that form will automatically provision your access

16. Why Are We Upgrading?
The latest version of ServiceNow will be upgraded on September 30.
It is best practice to upgrade ServiceNow about once per year as their software versions become end of life every third cycle.
At that point, we will no longer be supported by the ServiceNow (vendor)
This upgrade does not change the way we manage our IT Service Management (ITSM) processes
Minimal changes to the look and feel of our current version
Many behind the scenes improvements
Upgrade will kick off at 6am- Sept 30th= Sat- No downtime for users
We do want to highlight that there are Minimal changes to look & feel = seamless transition for users

17. Timeline
Stacia: No downtime during upgrade for ITIL & end users

18. Testing Sessions ITSM Process Owner Testing
Service Desk and ITIL User Testing
Service Catalog Testing
Custom Application and Forms Testing
Stacia: 3 Sessions of Drop ins with 50+ participants from multiple sites , LCC

19. New Features User Presence Knowledge v3 End User Notifications
Problem 2.0
Service Catalog Items
Automated testing framework
PeC ServiceNow Epic Department Routing
Quick look at the new features included with our latest version of ServiceNow.
Range from seeing online statuses of users working in tickets- nice enhancements to knowledge base, notifications.
The Problem Management Team will be using a redesigned form and process to help identify the root cause of Major Incidents.
- Offering some new service catalog items
Technical changes
SN dept routine for Partners eCare.

20. User Presence
View real time updates and online statuses of users working in tickets
User presence is a feature that lets you see who is online when you are working in incident or task.
Green dot if the user is logged in.
No dot if the user is not logged in.
Orange dot if the user has recently logged out.
View the full name of person who updated and their contact information – comes from Partners Phone Directory- PPD
Verify if they are currently active in ServiceNow

21. Knowledge v3 Now able to bookmark articles for quick & easy reference
Favoriting
Bread crumbs- return to previous areas of navigation
Author and last modified date is still available
Permalink- each article has a permalink that consistently bring you to the same article – instead of displaying a long text line, it now displays
a cleaner “copy permalink” text that will bring you to the approp article
OLD: One knowledge base -> NEW: Multiple knowledge bases.
OLD: A single publishing workflow shared by all articles.-> NEW: Separate, customizable workflows available for each knowledge base.
OLD: Two-level organizational structure with Topic and Category. A single organizational taxonomy shared by all articles.
NEW: Category structure with any number of levels. Each knowledge base has a unique category taxonomy.
OLD: Permissions defined per article using roles and ACLs.-> NEW: Permissions defined per knowledge base using user criteria.

22. Knowledge v3
Type ahead search has been enabled in new calls, incidents and tasks
New contextual search box is driven -> by text entered into the description field- System is auto launching search into knowledge base and pulling up relevant articles
For example- As the Service Desk is opening new calls, incidents & tasks- promoting Self Service and proactive resolution with knowledge
Promotes resolution of issues before incidents need to be created- Proactive workflow
Search box is collapsible- and will default in as collapsed on existing incidents & tasks so as not to crowd the form
At any time you can collapse this box or expand it if needed

23. End User Notifications
Updated to make functionality more clear to end users
Notification updates:
6 updated notifications
Incident ticket: 1- Opening New 2- Updating customer visible comments 3- Closing
Service Catalog Request: 4-Opening New RITM 5- Updating customer visible comments 6- Closing
What you should know:
Notification subject lines will now include the Short Description of the ticket, making it easier to understand what the message is for
Form & Functionality Changes:
Incident & Catalog TASK Forms
Changed the label of “Additional Comments (Customer visible)” field to “Comments ( to Customer)”
Changed the label of “Resolve Notes” field to “Resolve Notes to Customer”
Changed the label of “Work Notes” field to “Internal Work Notes”
Notification updates to 6 - Why we did this:
To better differentiate ServiceNow notifications sent to end users
Form & Functionality Changes- Why we did this:
To make them, and their functionality, more clear to users.

24. Notifications Updated to make functionality more clear to end users
Notification updates to 6 - Why we did this:
To better differentiate ServiceNow notifications sent to end users
Form & Functionality Changes- Why we did this:
To make them, and their functionality, more clear to users.

25. New Service Catalog Items
Neighborhood Health Plan’s Staff Addition, Transfer & Reduction Forms
New forms for NHP’s transition to utilizing ServiceNow on 10/1
PHS Treasury- Credit Card Processing Form
Request that new point of sale devices and/or online devices be added to the network. 
Assembly Row Equipment Provisioning Onboarding/Offboarding Loaner Forms
Request or return a loaner device for a new hire, short term or extended use
Request New ServiceNow Assignment Group
Request a new Assignment group/queue to be created more quickly and efficiently fulfilled by the ServiceNow team
Credit card form- help to streamline processes.

26. Create New Assignment Group
Request a new queue with all required information for efficient fulfillment
Request a new assignment group to be created by the SN team- you’ll be prompted to answer all required questions the first time
Efficient fulfillment
In addition to collecting all information required, it automatically generates tickets for the service desk managers queue, if new CCT (Communication and Coordination Tools )build out is needed for paging
If the new group replaces an existing group, you’ll be asked to provide that consolidation information so that we can complete that request for you

27. Automated Testing Framework
ATF can run testing scripts automatically for ServiceNow’s testing
Technical enhancements that I alluded to at the beginning of the presentation – be of great use to the SN team.
With the Automated Test Framework application, you can run testing scripts automatically on your instance . When you upgrade or modify an instance, run these tests to confirm that the instance still works as designed.
Run after each release to ensure that we’re minimizing risk of bugs in PRD.
It can run through various scenarios for any application or form within ServiceNow. (For example, ATF can be used to submit various kinds of CHG Requests to ensure that process is still working as designed after a Release or Upgrade.)
It will capture screenshots every step of the way as documented proof of activities.
Various scripts for different ServiceNow applications can be bundled and run at the same time (Test Suites). We can have a Test Suite run after every ServiceNow release.
Can also be used to test Business Rules and JavaScript.
Tests can be created by anyone – As easy as creating a new SN Ticket Template

28. PeC Epic Department Routing
Route Incidents to the appropriate support team based on select criteria
Stacia: Capability for ServiceNow INC tickets to be initially sent to the appropriate support team, i.e. site based clinical business analyst (CBA) team, PCPO CBA team or PeC application team, based on the selected configuration item (CI) and the Epic department the user/caller is logged into.

29. ServiceNow: Epic Department Routing
PeC Web Submission Tickets (cont’d)
Area chosen will default to CI
(i.e. ambulatory –pec)
Epic Department entry is then required based on area/CI selection
Stacia

30. Where can I get help?
Daily drop-in go-live calls October 2nd through October 4th
Look out for the coming to your inbox soon for call-in and webex information.
Introduction to ServiceNow Classes
November 1 (10am to 12pm) – Assembly Row (2W37)
December  6 (10am to 12pm) – Assembly Row (2W37)
December 13 (10am to 12pm) – Assembly Row (2W37)
To reference the schedule of upcoming classes, see KB
Register for this course using HealthStream. Click Catalog in the menu bar at the top of the page, and search for “ServiceNow.”
ServiceNow Knowledge Base
Release Notes
Tip Sheets
We’ll be sending out all ITIL with the daily drop in call details – SOON
Promote the upcoming sessions of the Classes

31. Thank you!
Questions?

32. Jim Marra Senior Project Specialist IS Support Services
Office 365 Update
Jim Marra
Senior Project Specialist
IS Support Services
Enterprise Collaboration
September 21, 2017

33. Office 365 ProPlus (Office 2016) Status
The Office and the entity teams are in the final push to complete the Office 2016 upgrades
Microsoft support for Office 2007 ends 10/10/2017
Microsoft will not provide security updates after that date
Outlook 2007 will not connect to Exchange Online as of 11/1/2017
All Partners workstations must be upgraded to Office 2016 by the time support ends on 10/10
Computers that have not been upgraded will need to request a variance from Information Security and Privacy

34. Office 365 ProPlus Status by Entity*
Devices
Upgraded
% Complete BH
20,121
16,204
81%
CDH
1,710
1,432
84%
DFCI
6,626
5,789
87%
MCL
1,849
1,033
56%
MGH
27,419
23,370
85%
NSMC
4,952
4,481
90%
NWH
3,703
3,344
PHC
1,442
837
58%
PCPO
697
434
62%
PHS
4,041
2,801
69%
SRN
2,867
2,220
77%
Totals
75,427
61,945
82%
*as of Friday, 9/15

35. Assembly Row Hub Crawls
Over 1,000 PHS laptops have still not been upgraded to Office 2016
Starting Tuesday, 9/26/2017, the Office team will visit AR hubs to manually upgrade laptops
Look for more information and the schedule by floor on Pulse starting today (9/21)

36. Exchange Online Approach
1,000 mailboxes are being migrated per night, five nights a week
With over 100,000 mailboxes to migrate, the biggest question is how to group them
Driver
Some functionality (delegation, sending from shared mailboxes) breaks if one mailbox is on-prem and one is in the cloud
Approach
Migrate accounts with no delegation or access to shared mailboxes first
Migrate accounts with delegation or access to shared mailboxes within an entity together
Defer migration of accounts with cross-entity delegation or shared mailboxes

37. Exchange Online Status
As of Friday, 9/15, 25,117 mailboxes with 33.4TB of data have been migrated
Four entities have completed their Exchange Online migrations;
CDH
PHS
HMA
DFCI
Three entities have migrated all but mailboxes with cross-entity relationships
NWH
NSMC
PCPO
Brigham Health is migrating 13,000 mailboxes 9/19 – 10/6
MGH migrations will run 10/8 – 11/7
PCC migrations will run 10/ /23
BWH will conclude migrations 11/17 – 11/19
Mailboxes with cross-entity relationships will migrate 11/23 – 12/19

38. Office Training & Support Site