07302024_OKR_Padlet by Graves, John H

MODERATOR ASSIGNMENTS

jgraves58 — 2024-07-15 16:06:38 UTC

Moderators:

SI-1: Cost Saving Ideas
Mod: John Graves
SI-2 - Generative AI
Mod: Guillaume Molter

SI-3 - Digital Transformation

Mod: Laurie Sutherland

SI-4 - Improve Operational Efficiency / Customer Service Mod: TBD
SI-5 - Support Faculty Research

Mod: Shawn DeAntonio

SI-6 - Maintain and Improve Infrastructure

Mod: Noah Hulbert

SI-7 - Improve Security and Privacy Posture

Mod: TBD

SI-8 - Develop the Best Trained IT Department @ Harvard
Mod: Tania Lee
SI-9 - Customer Service

Mod: Julia King

SI-10 - Services

Mod: TBD

Moderator: Online Participants

Mod: Matt Manne

Note: Moderator will cycle through all topics requesting post for each topic.

Timekeeper?
Switcher?

How To: Post

jgraves58 — 2024-07-25 19:15:11 UTC

1-Click on the "+"

2-In "Subject," type your team abbreviation and title for your post.

Example: (FSS) Create an AI Helpbot

Team Abbreviations:

Abbreviations:

-(AT) Academic Technology

-(CBAR) CBAR

-(FSS) Field Services

-(INFRA) Infrastructure

-(MS) Media Services

-(Studio) Studio

-(AppDev) Application Development

3-Click "Publish."

Moderator: Tania Lee

tslee — 2024-07-26 16:25:13 UTC

Moderator: Julia King

jking376 — 2024-07-29 14:46:42 UTC

Moderator: Alex Garcia-Rangel

sagarcia51 — 2024-07-30 13:17:03 UTC

Moderator: Noah Hulbert

nhulbert3 — 2024-07-30 13:31:37 UTC

Moderator: Shawn DeAntonio

2024-07-30 13:45:48 UTC

(FSS) For services that charge by device one way we could save is by minimizing the end points that each user has. That way its one less device to keep track of and have to be paying for - Jesus

jperalta91 — 2024-07-30 13:59:36 UTC

Moderator: Laurie Sutherland

2024-07-30 14:03:36 UTC

(INFRA) Stats VDI

2024-07-30 15:26:54 UTC

Create a VDI instance like Staff VDI, for the faculty & staff members who need SAS, Stata, etc. in the VDI environment. Student VDI has these applications, however it is not a persistent desktop, and there have been some faculty & staff that have asked for a persistent desktop that has these applications. Installing on Staff VDI has been discouraged in the times I have asked about it. Often the people requesting are MacOS users. -Harry (FSS)

Moderator: Bill Dantowitz

sagarcia51 — 2024-07-30 17:28:30 UTC

Review survey questions for ticket users

jking376 — 2024-07-30 17:29:07 UTC

2024-07-30 17:30:40 UTC

Think of concrete ways that teachers and learners can use Gen AI in an academic setting (AT)

Reduce hesitation for voice communication over email

jking376 — 2024-07-30 17:31:23 UTC

More time to attend classes

tslee — 2024-07-30 17:31:44 UTC

(AppDev) SalesForce opportunities

2024-07-30 17:32:00 UTC

Seeking new opportunities to replace paper and other inefficiencies with SalesForce instances

Add more detailed resolution notes to SNOW tickets

jking376 — 2024-07-30 17:32:18 UTC

CBAR - e-waste

nhulbert3 — 2024-07-30 17:32:27 UTC

What do we do with it? One a year a Harvard event.

Spend more time on getting to Root Cause. Proactive Spending. Technologies and processes to free up staff time.

jgraves58 — 2024-07-30 17:33:15 UTC

Utilize AI (Chat GPT) to replace FAQ for and uncommon and common issues at HPSH

jking376 — 2024-07-30 17:34:08 UTC

CBAR - finding an cataloguing assets

nhulbert3 — 2024-07-30 17:34:31 UTC

How can we better catalogue our assets?

not be bothered by work emails during classes. Time in our teams to take classes and share what we learned with our teammates.

tslee — 2024-07-30 17:34:34 UTC

(FSS) Documented Response Plan

2024-07-30 17:34:41 UTC

How to organize and disseminate information in a Major Incident

Energy Conservation. Power Management + Consumption. Software. Eco Friendly Initiatives to save cost.

jgraves58 — 2024-07-30 17:36:05 UTC

find ways to talk about what we learned with other teammates in SPH IT

tslee — 2024-07-30 17:36:33 UTC

Reevaluate the services we offer. Sunsetting services we don't use. (VDI) (Software in VDI)

jgraves58 — 2024-07-30 17:36:54 UTC

FSS - Win10 end of life

nhulbert3 — 2024-07-30 17:36:56 UTC

Proactive reach out to depts with lists of old devices

Linking disparate systems

sagarcia51 — 2024-07-30 17:37:43 UTC

Harnessing the value of various systems such as SCCM, Asset Mgmt, Jamf, AD.

FSS - enforce number of endpoints for each user

nhulbert3 — 2024-07-30 17:38:32 UTC

(AppDev) Assist the transition of sites from Open Scholar

2024-07-30 17:38:55 UTC

Departments need to move from Open Scholar, we are facilitating the transition

FSS - policy enforcement

nhulbert3 — 2024-07-30 17:39:15 UTC

Refresh, multiple computers

release time for learning, to gain certification for our field of knowledge

tslee — 2024-07-30 17:39:46 UTC

(AT) Evaluating tools and choosing the most cost effective solution that meets the needs of our customers.

jgraves58 — 2024-07-30 17:39:47 UTC

(FSS) Website for Lab Liaison group

2024-07-30 17:39:52 UTC

Contact information, services provided, use cases

more in-person classes, more relevant topics that would apply to everyone in HSPH IT,

tslee — 2024-07-30 17:40:38 UTC

Discuss customer service at meetings - use examples for how to solve

jking376 — 2024-07-30 17:41:17 UTC

(INFRA) Identify tools to decrease manual needs

2024-07-30 17:41:42 UTC

There are digital tools that can help with infrastructure tasks

more frequent SPH IT gatherings, to share knowledge

tslee — 2024-07-30 17:41:42 UTC

Identify and address outdated workflows

2024-07-30 17:41:45 UTC

Let users know there are easier more efficient ways to use their tech devices.

Okella (CBAR)

Web - asset tracking

nhulbert3 — 2024-07-30 17:42:07 UTC

Certificates, paid services. Can ITAM be used for this?

(MS) Lab AV facilitation

2024-07-30 17:42:13 UTC

Meeting and staging recording needs in labs for review and documentation.

Inventory of IT systems

sagarcia51 — 2024-07-30 17:42:57 UTC

Knowing what's out there, and having it all in one transparent location.

Regular updates are critical.

FSS - labs

nhulbert3 — 2024-07-30 17:43:05 UTC

Track devices. Recommend updates. How can we track the equipment that is connected to our endpoints.

(METS) Videography and advertising our costs and presenting it as a service (Cost per video produced?) and setting time expectations to do better resource planning.

jgraves58 — 2024-07-30 17:43:11 UTC

cross-team sharing.

tslee — 2024-07-30 17:43:20 UTC

(AppDev) AI for Intranet questions

2024-07-30 17:44:02 UTC

Look into AI options to help people find what they need quickly, decrease tickets

Wrangle our various documentation systems.

sagarcia51 — 2024-07-30 17:46:10 UTC

Improving how staff access existing documentation, aka knowing where to look.

Who uses what? (i.e. team based)

(METS) Cost recovery as a strategy to savings

jgraves58 — 2024-07-30 17:46:23 UTC

Be proactive where you are able for anticipated problems

jking376 — 2024-07-30 17:47:23 UTC

Sunsetting physical land lines and going to soft phones. Saves $3 a month per user. We have 192 land lines at HSPH.

jgraves58 — 2024-07-30 17:47:31 UTC

Use work time (uninterrupted) to take classes

tslee — 2024-07-30 17:48:13 UTC

Unifying design standard for documentation - for better user experience ( consolidate documentation)

jking376 — 2024-07-30 17:48:25 UTC

Creating study groups, review sessions,

tslee — 2024-07-30 17:49:09 UTC

(MS) Look into SNOW forms instead of Qualtrics

2024-07-30 17:49:13 UTC

If we use SNOW forms, can we get better metrics.

Refresher classes from IT Academy

tslee — 2024-07-30 17:49:32 UTC

(INFRA) Automation to allow root cause analysis.

sagarcia51 — 2024-07-30 17:49:55 UTC

VDI example of provisioning a new machine, could we automate detection and provisioning, to allow our SME's more time to report on and understand the cause behind the new vm being needed?

(Web) Start charging back for web design services and hosting. Set expectations around the core services and charge for additional.

jgraves58 — 2024-07-30 17:50:28 UTC

Time Management awareness - and managing expectations for turnaround

jking376 — 2024-07-30 17:50:29 UTC

(AppDev) Self-service efficiencies

sagarcia51 — 2024-07-30 17:50:48 UTC

Take routine tasks, such as provisioning Website access, and allow users to make changes directly.

more learning opportunities for co-ops / intern / year up.

tslee — 2024-07-30 17:50:59 UTC

Pappa's Pizza

sagarcia51 — 2024-07-30 17:52:02 UTC

allow them to not lose orders

allow then to not then provide the wrong order as a 'make good'

(MS) Video explanations

2024-07-30 17:52:15 UTC

QR codes bring up a video of room instructions

Utilize and standardize templates in SNOW across IT

jking376 — 2024-07-30 17:52:16 UTC

(CBAR) Centralized Purchasing

jgraves58 — 2024-07-30 17:52:16 UTC

HSPH Strategic Procurement Office

jgraves58 — 2024-07-30 17:53:00 UTC

(INFRA/ AT) Communication on resources for funding

2024-07-30 17:54:00 UTC

Evangelizing services we offer (SAS, STATA, etc) and offering resources for funding. LAB GROUP with offering roadmap. Offering up resources and advice in advance of purchase. Easily accessible webpage for resources. IT needs to be better at speaking about the facilities for research computing. Improve trusted advisor status.

more money, to attend specialized trainings. elsewhere beyond Harvard IT training Portal.

tslee — 2024-07-30 17:54:04 UTC

Training on AI , specifically designed for IT staff.

tslee — 2024-07-30 17:55:16 UTC

(METS) Room tutorials

sagarcia51 — 2024-07-30 17:55:28 UTC

More efficienct training and support options for faculty.

(FSS) Replace badges with phone app

2024-07-30 17:55:39 UTC

Access to buildings requiring only phones

ServiceNow training

sagarcia51 — 2024-07-30 17:56:17 UTC

Bulk actions and reporting are two areas that came up.

It's about leveraging the tools we have to maximize their value.

(CBAR) Less independent departmental spend

jgraves58 — 2024-07-30 17:56:25 UTC

Required, IT training per position (opportunities from Harvard IT academy). Benefit - can have same language.

tslee — 2024-07-30 17:57:17 UTC

CBAR - license expirations

nhulbert3 — 2024-07-30 18:00:56 UTC

Help users know what our services are. See something, submit a ticket.

(FSS) Dropping peripherals from the refresh package (i.e. speakers, USB headsets, webcams)

jgraves58 — 2024-07-30 18:00:56 UTC

Triage roadmap

sagarcia51 — 2024-07-30 18:01:06 UTC

Reduce or eliminate wasted time in assigning incidents, or seeking help from, the wrong group.

A Slack channel that allows anyone to pose the question "who is the best group to handle this?"

Service ownership. Document, and if/when you own it, say so!

(AT) Encouraging tickets over personal emails

2024-07-30 18:01:33 UTC

People still make requests to individual people, forwarding to Service NOW creates more emails, is there a better way?

Standard universal customer service training -

jking376 — 2024-07-30 18:01:47 UTC

Meet with cross team member, when brand new

tslee — 2024-07-30 18:02:16 UTC

QR codes on devices

nhulbert3 — 2024-07-30 18:02:49 UTC

QR code submits a ticket/call helpdesk.

QR code to request access to a computer

Leverage AI

(FSS) Dropbox and those that never close their accounts. Institute a policy to cancel accounts by this time. Add it in as part of the employee departure form.

jgraves58 — 2024-07-30 18:03:30 UTC

Assessing each team's certification need

tslee — 2024-07-30 18:03:37 UTC

Continued support for leadership training

tslee — 2024-07-30 18:04:41 UTC

Web - AI-based tools

nhulbert3 — 2024-07-30 18:05:06 UTC

Automation of FAQs

(Web) Create shared hoteling spaces as opposed to discrete departmental assigned offices. (i.e. LL6)

jgraves58 — 2024-07-30 18:05:23 UTC

(FSS) Better asset management delivery tracking

2024-07-30 18:06:03 UTC

Currently using a spreadsheet to track deliveries.

When needed make introductions

jking376 — 2024-07-30 18:06:13 UTC

Adopting HUIT tools and OneHarvard platforms.

sagarcia51 — 2024-07-30 18:08:08 UTC

Jira and Confluence available on the HUIT cloud implementation of them. Let's not use our own!

Work life balance for IT - managing extra work (HW) that comes after the class. Time to complete homework/ reflection

tslee — 2024-07-30 18:09:06 UTC

Better coordination/ communication of events calendar between departments

jking376 — 2024-07-30 18:09:18 UTC

(FSS) Include a Help app in machine image

2024-07-30 18:09:20 UTC

HUIT machines come with an AI help app to get direction on how to use apps or who to ask for help.

(MS) Creating trainings and a space for selling a grant by video.

2024-07-30 18:09:24 UTC

Simple interactive recording space with a quick how to tutorial on usage to accomodate bandwidth of faculty.

(FSS) Overlap of tools that serve the same purpose. Consolidation. ServiceNow has other services that could be used as opposed to adding other services that are provided by Confluence.

jgraves58 — 2024-07-30 18:09:55 UTC

more relevant training in IT Academy portal (for example, Service Now)

tslee — 2024-07-30 18:10:12 UTC

Utilize plasmas for internal communications - notices - news

jking376 — 2024-07-30 18:10:31 UTC

(FSS) Creating a list of the technologies at HSPH and across Harvard and what purpose they serve. This would prevent redundancy.

jgraves58 — 2024-07-30 18:11:34 UTC

specialized trainings, for emerging technologies.

tslee — 2024-07-30 18:11:35 UTC

Security - labs

nhulbert3 — 2024-07-30 18:11:43 UTC

Inventory our assets in labs - consultant

Hire a dedicated lab liaison

(Web) Licenses for Salesforce and sunsetting licenses that are not in use. Eliminate ghost licenses.

jgraves58 — 2024-07-30 18:13:46 UTC

(FSS) Intake process improvement

2024-07-30 18:13:54 UTC

Helpdesk walk-ins are asked for their HarvardID and problem, could this be a spreadsheet, or form on an iPad? If spreadsheet, the information would be used to create tickets, adding the ticket number to the spreadsheet clears the current need.

Push notifications for buildings / news

jking376 — 2024-07-30 18:15:36 UTC

Unify IT email signature and put a people profile - for more personalization

jking376 — 2024-07-30 18:16:40 UTC

bite-sized , micro-learning linked in learnings. Need more relevant, up-to-date

tslee — 2024-07-30 18:17:03 UTC

Meeting management could be done better in a way that ensures that a meeting is productive. Meetings cost money to staff and other stakeholders.

jgraves58 — 2024-07-30 18:18:23 UTC

Proactive Policy Publication

sagarcia51 — 2024-07-30 18:18:44 UTC

Asking ourselves what others will ask us, then being able to document and, as needed, create and document the policy on it.

METS - data retention policy

nhulbert3 — 2024-07-30 18:19:07 UTC

Data retention policy.

Data storage location policies

Lecture recordings - auditing/retaining this data

Donating equipment for cost or charity.

jgraves58 — 2024-07-30 18:19:25 UTC

Evaluating purchased products to gage whether it was valuable to the organization.

jgraves58 — 2024-07-30 18:19:54 UTC

Phishing training

2024-07-30 18:20:46 UTC

Feedback that people don't know what to do with phishing messages

(CBAR) Start cracking down on the amout of printers that are out there.

jgraves58 — 2024-07-30 18:20:53 UTC

(CBAR) Digitize our Harvard IDs to save the $25 per ID cost.

jgraves58 — 2024-07-30 18:21:27 UTC

instructor - led, opportunities . Ask live questions from audience. Hands on exercises.

tslee — 2024-07-30 18:21:42 UTC

Getting ahead of EoL software and devices

2024-07-30 18:21:59 UTC

Avoid the EoL scramble (For example, Windows 10)

Specialized training for (for example, Windows).

tslee — 2024-07-30 18:23:00 UTC

Monthly team meetings are useful

2024-07-30 18:23:14 UTC

But it would be nice to hear more in IT full staff meetings and other departmental venues

Publish more information about current threats to department

2024-07-30 18:23:41 UTC

(CBAR) Purchasing scooters to commute to 401 Park to save commuting time.

jgraves58 — 2024-07-30 18:24:10 UTC

More online webinars and workshops!

2024-07-30 18:24:27 UTC

1Password lunch and learn was a great example. Maybe do something like that on a quarterly basis.

Publicize existing communication channels

2024-07-30 18:26:02 UTC

Like the security channel in Slack, the weekly security roundup, newsletter, etc.

Get more pamphlets for the Helpdesk to hand out - the ones they have are out of date

2024-07-30 18:27:00 UTC

Go to Student Resource Fair and distribute info

2024-07-30 18:27:27 UTC

SNOW improvements

2024-07-30 18:27:32 UTC

Audit our SNOW usage for efficiencies, for example stop thank yous from reopening tickets

() LAB Liason from IT

2024-07-30 18:27:58 UTC

Go to for trusted advisor for new lab builds and report out on understanding the whole picture for. We need more info from the researchers on why they need resources. How can we facilitate that conversation?

PPMS core management of equipment. Recommend updates in advance.

(FSS) Creating a separate persistent VDI specifically for statistics software and departments would pay for access to it and maintaining it to cover licensing costs.

jgraves58 — 2024-07-30 18:29:25 UTC

Come up with focused security training for different job areas

2024-07-30 18:29:39 UTC

Have someone from each team get an entry-level security cert

2024-07-30 18:30:00 UTC

(FSS) Changing the cadence on meetings to make them less frequent and improving the moderation of the meetings.

jgraves58 — 2024-07-30 18:31:18 UTC

on boarding new SPH IT hire.

tslee — 2024-07-30 18:56:42 UTC

(Virtual) Reuse our old equipment for new purposes

mmanne1 — 2024-07-31 21:10:20 UTC

(Virtual) Use internal candidates instead of consultants

mmanne1 — 2024-07-31 21:11:16 UTC

(Virtual) Leverage the tools we have instead of getting new ones

mmanne1 — 2024-07-31 21:11:37 UTC

(Virtual) Training for users on what to put into AI

mmanne1 — 2024-07-31 21:12:02 UTC

(Virtual) Utilize AI for creating task lists, project plans, etc

mmanne1 — 2024-07-31 21:12:15 UTC

(Virtual) Easier ways to available workstations/desks across Harvard

mmanne1 — 2024-07-31 21:12:51 UTC

(Virtual) Make VDI process more streamlined + encourage VDI

mmanne1 — 2024-07-31 21:13:25 UTC

(Virtual) Use HUIT services

mmanne1 — 2024-07-31 21:13:38 UTC

(Virtual) Create videos to support researchers

mmanne1 — 2024-07-31 21:14:21 UTC

Researchers have requested help in this area, and would be good to have time to help + understand how much time we should spend helping them create these videos

(Virtual) IT to get a better understanding of what research is done and what it's needs are

mmanne1 — 2024-07-31 21:14:44 UTC

(Virtual) Automation

mmanne1 — 2024-07-31 21:15:06 UTC

(Virtual) Migrate whatever services possible to cloud

mmanne1 — 2024-07-31 21:15:26 UTC

(Virtual) Streamline video processing

mmanne1 — 2024-07-31 21:15:40 UTC

(Virtual) Have a single dataset of users, with clear definitions of student/staff/etc

mmanne1 — 2024-07-31 21:16:09 UTC

(Virtual) Training for users on WHY security is important

mmanne1 — 2024-07-31 21:18:06 UTC

Trainings often focus on the rules people have to follow. At Harvard, and anywhere, it helps to inform people why these are important. They'll retain the information better and have better discussions when they need exemptions

(Virtual) Automation/patching

mmanne1 — 2024-07-31 21:18:27 UTC

(Virtual) More VDI, less VPN

mmanne1 — 2024-07-31 21:18:41 UTC

(Virtual) Cross-train each other in SPH IT

mmanne1 — 2024-07-31 21:19:45 UTC

We focus on getting training from outside. It would be good to give and get trainings across our various SPH IT groups. These should be informal and easy, that way the presenter doesn't have a huge burden. It would also help groups better work together and better know what each other are doing

(Virtual) Educational sessions across SPH groups to learn what we all do

mmanne1 — 2024-07-31 21:19:57 UTC

(Virtual) Cross-training with, and from, HUIT

mmanne1 — 2024-07-31 21:20:15 UTC

(Virtual) Recommend training on products we support

mmanne1 — 2024-07-31 21:21:11 UTC

Recommend training on things we use daily (E.g., O365) would help us better understand and help users. And, better design our systems. While the training is out there, it wasn't clear which training would be helpful

(Virtual) Better use of all of SNow

mmanne1 — 2024-07-31 21:21:42 UTC

Templates, features HUIT uses, etc.

(Virtual) More options for user feedback

mmanne1 — 2024-07-31 21:22:23 UTC

e.g., when not specifically creating a ticket, how can a user simply give feedback to IT?

(Virtual) AI chatbots

mmanne1 — 2024-07-31 21:22:36 UTC

(Virtual) Review feedback for areas of improvement

mmanne1 — 2024-07-31 21:23:16 UTC

Regular reviews of feedback to find areas we can improve. If these already happen, publicizing them

(MET) Use AI tools more to generate images and videos when footage is not available

gmolter1 — 2024-08-01 20:27:28 UTC

(AT) Use Gen AI to help faculty members with there slideshows

gmolter1 — 2024-08-01 20:27:57 UTC

(CBAR) Wants to use an API to interact with the sandbox

gmolter1 — 2024-08-01 20:28:35 UTC

(EVERYONE) We want "real world" examples of how to use Gen AI for work/TL/reasearch

gmolter1 — 2024-08-01 20:29:30 UTC

(EVERYONE) More communication about GenAI tools available and when we can use them

gmolter1 — 2024-08-01 20:30:20 UTC

(AppDev) Get GitHub Copilot access for everyone

gmolter1 — 2024-08-01 20:30:48 UTC

(AppDev) create a chatbot for Wasabi/OFS questions

gmolter1 — 2024-08-01 20:31:25 UTC

(AppDev) Look into leveraging GenAi for Salesforce

gmolter1 — 2024-08-01 20:31:50 UTC

(Everyone) Get more GenAI training

gmolter1 — 2024-08-01 20:32:22 UTC

(CBAR) Train/RAG a model with SAT code to ask questions and re-use existing code

gmolter1 — 2024-08-01 20:33:13 UTC

(Field services) Train staff on GenAi to help users with Questions

gmolter1 — 2024-08-01 20:33:43 UTC