huit 2016 july town hall published

Town Hall

Town HallJuly 14, 2016 | Gund Hall

Welcome!

Welcome!

Accomplishments

Crushing our goals37%63%20%80%

New Faces

New Faces

Town Hall ObjectivesConnect to Harvards mission of teaching, learning, and researchUpdate on initiatives and topics that interest youRecognize HUIT staff who most exemplify our values

AgendaHUIT 3.0, Anne MarguliesUpdatesAdministrative Technology Services, Jason ShaffnerAccount Management, Catie SmithInformation Security, Christian HamerThe HUIT Cup BBQ!

HUIT Jeopardy

What is HUITs Mission?

What is HUITs Mission?We strive tomake it easierfor faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.

What are HUITs Values?

What are HUITs Values?Our ValuesWhat We MeanUser-focusedWe always understand user impactWe are empatheticWe are curious enough to solve the problem"No wrong door" cultureCollaborativeWe have an "in-it-together" mentalityWe are open-mindedInnovativeWe think creativelyWe're curiousWe embrace changeWe're flexibleOpenWe're honest and communicate oftenWe share information freely and respectfullyWe learn from the world outside Harvard

Which SLT member is a 4th generation papermaker from Maine

Which SLT member is a 4th generation papermaker from Maine

Jason Shaffner, incoming Managing Director of Administrative Technology Services (ATS)Learn more about the SLT at huit.harvard.edu/slt

How many Harvard employees visited PeopleSoft self-service for 2016 open enrollment?

How many Harvard employees visited PeopleSoft self-service for 2016 open enrollment?9000!

Who invented the Parking Space Theory of Life

Dont park six blocks away from your destination because youre afraid you wont find a closer space out front. Go first to where you want to be; you can always circle back.

Who invented the Parking Space Theory of LifeDrew FaustPresident of Harvard UniversityLincoln Professor of History

Thanks for playing!

HUIT 3.0HUIT 3.0 GoalsEnhance IT service delivery to the Harvard communityProvide our IT staff with more support to enable their growth and development as Harvard IT professionals.

HUIT 3.0HUIT 1.0Formed HUIT organizationCreated CTO, PMO, ITSM, and InfoSecHUIT 2.0Created five programs; separated them from operations

HUIT 3.0Transitioningprograms into servicesTeaching and Learning Technologies Fillingsome additionalfunctional gapsAccount ManagementVendor ManagementRemovingorganizational barriersCADM IT IntegrationNOC/SOC consolidation

Administrative Technology Services

Jason Shaffner

Everything is Awesome28

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Account Management

Catie Smith

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What does Account Management mean to you?

SO1-Front Door for HUIT (aside from Tickets)-Introductions and connections, particularly at level of individual services-VIP Issue Handling

SO2:-Support Director-level conversations & relationship building-7/15/1633

My goal todayDemystify Account Management by answering three questions:

34What does Account Management mean in the HUIT context?How is it the same or different from the relationship management we already do at HUIT?What do we hope to accomplish through building out Account Management at HUIT?

35Through a strong but limited Account Management function, HUIT will extend the breadth and depth of strategic relationships and facilitate improved support in response to evolving IT needs of Harvards Schools and Central Administration.HUIT Account Management VisionWhy Account Management? And Why Now?

Organizational and Technical DriversChallengesHUIT is COMPLEXHUIT can be challenging to navigateNeeds often met by mix of technologies delivered by multiple HUIT services, requiring greater coordination to develop, deliver, and supportCross-HUIT coordination often falls to partnersIdentifying HUIT resources & contacts is ad hoc processDifficult to engage consultative help from HUIT expertsCHANGE is constantBusiness and organizational changes happen with increasing frequency and require rapid responsesEvolving technology landscape increases value of broader engagement to identify needs, share knowledge, and explore joint opportunities Inefficient use of technical expertise across HarvardHard to identify evolving service needs and requirementsINTEGRATION is increasingSchools and CA are increasingly reliant upon HUIT for mission-critical activities, with corresponding expectation of supportEffective use of technology necessitates tighter service and technical integrationLimited engagement outside of services and projectsOpportunities for cross-Harvard alignment and common technical approaches are difficult to identify



What does Account Management mean at HUITProvide a consistent point of contact, an account manager, for major accounts, which include schools and Central Administration departments. That point of contact will be the first stop for any needs, requests or challenges but will not prevent schools and CA from working directly with service owners

Coordinate across HUIT to ensure service delivery. The account managers will be responsible for understanding the breadth of programs and services being delivered to an account, and ensure HUIT is coordinated and effectively delivering The account manager will also proactively foster information sharing across HUIT services that affect a certain account

Ensure HUIT serves as a trusted advisor on strategic priorities. Engaging across HUIT as needed, the account manager will partner with accounts to conduct IT planning and explore strategic priorities, helping to determine an effective path forward

Track emergent trends at the University level. The account management team will track and assess emerging needs across the University to identify synergies and trends

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37We are already doing a lot of relationship management across HUITEach person manages their individual relationships, with stakeholders inside and outside HUIT

But we also have, in some cases, more structured relationship management, focused on a specific program or service

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MAJOR ACCOUNTAccount Management is a type of relationship management focused on understanding the full breadth of HUITs engagementHUIT



38What We Hope Will Be True Because of Account ManagementI get how I am engaging with HUIT...Accounts have a clear understanding of the services HUIT currently offers and how they support their school/departmentAccounts are aware of HUITs major projects and initiatives and rollout/engagement plans for their school/departmentAccounts know key HUIT contacts and have relationshipsand HUIT gets me and knows how to partner with meAccounts feel that HUIT understands their needs and uses that knowledge to evolve services in a valuable wayAccounts experience HUIT as coordinated across services and programsAccounts are able to efficiently engage with HUIT to resolve key issues, identify resources, and receive necessary updates



39But.

Account Management should help YOU to more effectively deliver services to stakeholders byProviding broader pictures of HUIT engagement with schools/ departmentsProactively coordinating communication across team to streamline service deliveryProviding insight into business priorities, needs and cultureStewarding requests that span across service areas



Information Security

Christian Hamer

TWO

STEP

TWO STEPSFORWARD

As you might have guessed, we are going to be talking about two step verification, but first42

(ONE STEP BACK)

Lets take one step back, to reflect on43

FY16(Last Year)

2050RDP

100,000+

Thank the support services group and the volunteers.

Many would say that these accomplishments mean its time to take it easy, and relax. I think it means44

FY16(Last Year)

2050RDP

100,000+

What a Great Start.

What a great start. There is more to do, and a chance for us to get ahead of the next problem, instead of just reacting to it. 45

W2 FormsDirect DepositVPNFile Shares

Two-StepVerification+

This is two step verification. Its great for us, and big headache for the bad guys.46

+

And using Duo to protect it. 47

Push:Touch a pop up notification on your device

You can verify with a push.48

Call:Press a number on on your phones keypad

You can verify with a robo call49

Passcode:Type a passcode displayed on the app

You can type a passcode generated on your device for those times that your phone cant get online. 50

Supports multiple devices

(Do this!)

Youll see it supports more than one device, why?

Because phones go missing, So turn this on!51

Remembers a device for 15 30 days.

30 Days, coming soon. 52

+

Use it Give us feedback Tell others

Tell other people to use it. They might not understand why its so important. They might not understand how this can stop attacks, how it would have stopped X attack and Y attack. This is the biggest improvement to security at the university since ever. Lets get it right, and then shout it from the rooftops. 53

TWO STEPSFORWARDkey.harvard.edu

Harvard is taking two steps forward for security, and I am honored and excited that HUIT gets to lead the charge. Thank you.54

THE HUIT CUP

Jim Booth

Engagement SurveyThree University themesFlexibilityTrust in senior leadershipSafe to speak up

Enjoy the BBQ!

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huit 2016 july town hall published

Education