1. April 25, 2011 | Monday | 1 – 2:30pm | 6 Story St., 1 st Fl. IT Services Transition Discussion Document for Joint PM and Co-chair ‘Day 1’ Working Session

2. ‘Day 1’ Planning Session Agenda Session Objectives Service Request Management on ‘Day 1’ Incident Management on ‘Day 1’ Problem Management on ‘Day 1’ Change Management on ‘Day 1’ 2

3. Session Objectives 3 Gain consensus on ‘Day 1’ wins Identify and agree on what needs to occur April – June in order to implement ‘Day 1’ wins Leverage narrowed ‘Day 1’ scope to better clarify current state process documentation activity thru 4/29

4. Service Request Management on ‘Day 1’ 4 Customer’s Perspective NowOn 6/15 Multiple websites 1.Most legacy websites defunct 2.Single new website in place with coherency and same ‘look & feel’ 2-3 layers down 3.>3 layers, just linked out to existing disparate site/pages Multiple phone numbers 4.One # to direct calls / needs; convenient option to eliminate guessing 5.Reduce feeling of a ‘scavenger hunt’ X different forms, tools, databases re: intake of service requests 6.Common intake form 7.Procedural integration, including handoffs, clearly documented and communicated out to all necessary staff 8.Common interim process for logging all service requests 9.Common interim process for measuring fulfillment of all service requests Multiple loosely integrated helpdesks 10.Appearance of a single service desk DRAFT FOR DISCUSSION PURPOSES ONLY

5. Service Request Management on ‘Day 1’ (continued) 5 For Group Discussion: What needs to happen between now and 6/1 to achieve this? What’s the order of priority?

6. Incident Management on ‘Day 1’ 6 Customer’s Perspective NowOn 6/15 Multiple or no incident management process; no common closure process (only if requested) 1.Common definition of an “incident,” including: – Common tiers of incidents; – Common corresponding escalation criteria – Common escalation process, including key point of contacts / people listed 2.Common incident mgmt process, including detail on: – How to assign which incident manager for what incident 3.Common notification form process for leadership team and senior management team(s); 4.Same communication mechanism; 5.Single incident report; 6.Common way for leadership and sr. mgmt. to easily view the status of an incident at any time DRAFT FOR DISCUSSION PURPOSES ONLY

7. Incident Management on ‘Day 1’ (continued) 7 For Group Discussion: What needs to happen between now and 6/1 to achieve this? What’s the order of priority?

8. Problem Management on ‘Day 1’ 8 Customer’s Perspective NowOn 6/15 Inconsistent of lacking problem management function, process, responsibility, and accountability 1.Common post-action report; 2.An independent validation and verification process; 3.Accountability model listing who is responsible for closing out what problem each time; 4.Common reporting process and set of recipients who should know when a problem is officially closed out DRAFT FOR DISCUSSION PURPOSES ONLY

9. Problem Management on ‘Day 1’ (continued) 9 For Group Discussion: What needs to happen between now and 6/1 to achieve this? What’s the order of priority?

10. Change Management on ‘Day 1’ 10 Customer’s Perspective NowOn 6/15 Multiple change management processes for configurable items; variable definitions of change management 1.Current state processes, if any, documented 2.Gaps, or additions and needs, identified 3.Interim ‘plug plan’ in place for 6/15 DRAFT FOR DISCUSSION PURPOSES ONLY