Shared IT Services Unit Leadership Role

Being well-partnered is the key to this implementation. There are a lot of moving parts and a few key roles to your unit’s discovery and migration process. We want you to be our partner in this process. It is our desire you take an active role in decison making during your implementation.

Unit Roles

Business Unit Liaison:

  • Attend kickoff and status meetings
  • Coordinate needed Business Unit roles to meet project dates
  • Validate demographic and business process discovery recommendations and findings to assure process fairness and that unit needs are satisfied
  • Coordinate detailed migration scheduling with implementation lead
  • Receive and manage escalations

IT/Technology Lead:

  • Participates in and validates technical discovery
  • Assigns discovery activity to appropriate member of the Business Unit IT organization
  • Verifies and validates discovery findings
  • We will need Desktop & Infrastructure Subject Matter Experts who can provide and examine technical data

Communications Lead:

  • Consult with our communications specialist no the best strategies for effective communication to users and socialization of IT changes
  • Leverage communications toolkit, should you decide to use it
  • Work with Shared Service Communication lead to provide timely and relevant update before, during and after implementation, regarding schedule, service description and events (e.g. lunch and learn)
  • Develop any necessary discovery survey questions unique to unit specific applicatinos and technologies

Finance Lead:

  • Work with WashU IT finance to understand unit financial impact

Migration Approach

Key Decisions

Meeting Cadence: There are a lot of decision our teams will make together. We suggest two standing meetings per week with your migration leadership team as we kickoff your unit’s discovery.

The agenda will include:

  • Issues
  • Risks
  • Decisions
  • Next Steps
  • Other discussion

Service Levels: The most important decision you’ll be making will be which bundled tier you will select for your end user and infrastructure services—fully supported or indipendent.

View service inclusions, exclusions and support for each:


Communication Approach: Preparing your staff and faculty for change is key to being well-partnered in this collaborative planning effort. We will ask your unit to define a communications lead to partner with our communications specialist. In this partnership, our WashU IT communications specialist works with units to under stand the best approch for building effective communications to send via appropriate channels. You will decide if you’d like your communications lead to manage communications, or if you’d prefer our communications specialist manage the communication campaign.

The unit communications lead should understand what communication approaches and channels work—or do not work—in the unit. Together, they will partner and review a toolkit of customized contentemail communication templates, step-by-step instructions, digital signage, tech tables, and other materials.


Click to enlarge.

What is discovery? The discovery process is multifaceted.  We collect detailed data on Business Unit resources (users, devices, servers, applications, etc.). We also collect information on the unit’s business processes and support processes. By collecting this myriad of information we are able to set expectations, align the service level expectations, and be better prepared to transition the unit into the WashU-IT Shared Services. Discovering each subject area requires getting very detailed information.  The process is iterative as the information is

Click to enlarge.

gathered and analyzed.  After Discovery we set the migration effort and schedule based on our recommendations and unit decisions.  Discovery is a quick but thorough process.  View our sample discovery workbook here to understand the navigable path through the discovery process.

Discovery process flow exists of data gathering, data analysis, reccomendations made to the unit, unit decisions based on reccomendations, establishment of new environment, migration planning, migration scheduling, migration training, and operations support.



The Migration

Click to enlarge

The Shared IT Services Implementation Team will migrate workstations overnight. The team will reimage each Windows computer in your unit. Mac computers will go through an enrollment process rather than be reimaged. There is also a limited stabilization period that follows the migration to address any migration related issues.

Workstation migration dates are dictated by department and location. Email reminders are sent to each user prior to thier computer migration. Users should leave their computer on their desk by 5 p.m. The machine will be ready on their return the following morning by 7 a.m. There will be a quick start guide on each work station. Our Day One Support Technician will be in the unit the morning after the migration to ensure users can log in to thier machines and get back to work.

Sample Quickstart Guide-Windows 10

Sample Quickstart Guide-Windows 7

Sample Quickstart Guide-Mac