Project and Subproject Timeline

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End User Support

Phase Timelines: 
Initiation
Wednesday, April 1, 2015 to Tuesday, June 30, 2015
Planning
Wednesday, July 1, 2015 to Friday, October 30, 2015
Implementation
Sunday, November 1, 2015 to Saturday, September 30, 2017
Close Out
Sunday, October 1, 2017 to Monday, October 30, 2017

Desktop and End User Consulting Sub Project

Phase Timelines: 
Phase1 - Initiation
Wednesday, April 1, 2015 to Tuesday, June 30, 2015
Phase 2 - Planning
Wednesday, July 1, 2015 to Friday, October 30, 2015
Phase3 - Implementation: Stage 1
Sunday, November 1, 2015 to Tuesday, May 31, 2016
Phase3 - Implementation: Stage 2
Wednesday, June 1, 2016 to Saturday, September 30, 2017
Phase 4 - Close Out
Sunday, October 1, 2017 to Tuesday, October 31, 2017

Device Management Sub Project

Phase Timelines: 
Phase 1 - Initiation
Wednesday, April 1, 2015 to Tuesday, June 30, 2015
Phase 2 - Planning
Wednesday, July 1, 2015 to Saturday, October 31, 2015
Phase 3 - Implementation: Stage 1
Sunday, November 1, 2015 to Sunday, January 31, 2016
Phase 3 - Implementation: Stage 2
Monday, February 1, 2016 to Monday, May 30, 2016
Phase 3 - Implementation: Stage 3
Wednesday, June 1, 2016 to Saturday, September 30, 2017
Phase 4 - Close Out
Sunday, October 1, 2017 to Tuesday, October 31, 2017

Service Desk Unification Sub Project

Phase Timelines: 
Phase 1 - Initiation
Wednesday, April 1, 2015 to Tuesday, June 30, 2015
Phase 2 - Planning
Wednesday, July 1, 2015 to Saturday, October 31, 2015
Phase 3 - Implementation: Stage 1
Sunday, November 1, 2015 to Sunday, January 31, 2016
Phase 3 - Implementation: Stage 2
Monday, February 1, 2016 to Monday, October 31, 2016
Phase 4: Close Out
Tuesday, November 1, 2016 to Wednesday, November 30, 2016

Project Description

Improve efficiency of end-user support while maintaining or improving quality. Integrate all campus IT Help Desk support into a shared service model and transition to an IT Service Desk strategy. Implement shared service model for campus end user device management and support, and for end user consultation on general IT services. Utilize campus IT Service Desk as preferred first point of contact for all general IT support and as much specialized support as is feasible. Identify areas of specialized support that are best delivered in a more customized, local manner, and those that may be shared across some organizational boundaries to improve upon current support models.

Project Charter

PDF iconEnd User Support: Project Charter - Final

SubProject Plans

PDF iconEnd User Support: Desktop Support SubProject Plan

PDF iconEnd User Support: Device Management SubProject Plan

PDF iconEnd User Support: Service Desk Unification SubProject Plan

Other Documents

PDF iconEnd User Support: Device Management - IOS and MacOS