1. Solutions Center Jack Kufahl November 1, 2011

2. Purpose The Solutions Center provides consultation, user, and technical services in support of the faculty, staff, and students of the Medical School. Working in conjunction with MCIT, ITS, and departmental service providers we strive to fulfill the technology needs of the school while evolving support services to best enable the administrative, education, and research missions of the Health System.

3. Products and Services User Services –Device Support (break-fix, procurement, consultation) –Network Support (with ITS and MCIT) –Application Support –Issue & Incident Routing –Security/Compliance Remediation –Federation with ITS and MCIT User Services

4. Products and Services Consultation Services –IS Project Management –IS Outreach to Medical School Depts –Major Project Coordination with MCIT

5. Products and Services Technical Services –Network Infrastructure –Server Support –Technology discovery and investigation –Application Support –Data Storage & Management –Database Administration –Federation with ITS and MCIT Technical Services

6. Customers Basic Science Departments Clinical Research Divisions & Depts Medical School Administration EVPMA North Campus Research Complex Cancer Center MICHR Public Private Partners Collaborative Research Partners

7. Staffing Trends Growth has come from integration of staff from other Medical School depts, hiring FTE, and surging staff with contracted effort. 2009 MSIS Help Desk and several basic science IT units combined. 13 total. 2010 MSIS Help Desk and MSIS Tech Services Combine into Solutions Center. 33 total accounting for 9 additional FTE approved. 2011 Solutions Center hires contracted positions, combines CCMB IT, assumes support of additional departments, and begins leveraging third party service providers. 56 FTE total.

8. Current Tactical Initiatives In depth development of Agile, iTIL(ITSM), and Lean methodologies to suit our operations and project workflow. Empowerment of Team Leads and Managers to focus on process improvement and quality of service High Touch customer interfaces to departments through User Services division.

9. Opportunities for Collaboration & Synergy Process Improvement and Quality improvement teams created for User Services and Technical Services. Identification of a Process and Continual Improvement Manager. All Divisions cycling through Agile, iTIL, and LEAN training Opportunities exist to coordinate other operational IT units services into a cohesive IT service catalog. Shape and Integrate MCIT and ITS User Services and Technical Services

10. Thank You

11. Organizational Structure

12. Key Performance Indicators Operation Ticket Volume Operation Ticket First Contact Operation Ticket Total Turn Around Time Average TechTeam Metrics Performance measured in part by process development participation, role/duty, peer review Project priorities, task, deliverables, quality. Operation workflow, communication content & quality, development of service levels.

13. Would you like to know more? Contact Jack Kufahl if you have would like to arrange for a consultation on department, individual, or program IT Contact 734/763-7770 or msishelp@umich.edu for the Service Desk msishelp@umich.edu