Notes11

From UG

Revision as of 16:59, 2 March 2011 (edit) Alex (Talk | contribs) ← Older edit		Revision as of 01:52, 4 March 2011 (edit) (undo) Alex (Talk | contribs) (→itn2) Newer edit →
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	** agreement on responsibilities, goals and developmental stages		** agreement on responsibilities, goals and developmental stages
	** Formal IT training		** Formal IT training
-
-	== itn2 ==
-	=== How to provide IT support. Biz process ver 1.0 ===
-
-	Most of actual tech work will be performed by off site engineers (TSI, 4Comm, Carr, Vlad, etc).
-
-	Product and Support team (T/D/T) is responsible for:
-
-	* routing emails (see [[#itn2a]])
-	* monitoring queue (tasks should be completed on time)
-	* coordination (such as in Sales office move)
-	* UAT (if required)
-	* BA (if required)
-	* maintaining docs (such as User names/passwords, howtos, etc)
-	* performing certain IT functions themselves (such CT2 and if desired other purely IT)
-	* etc (such as moving back up tapes or replacing broken PC with spare PC)
-
-	Tira is a Team Lead and responsible for overall coordination and also is capable of handling more technical tasks and mentoring others.
-
-	=== itn2a ===
-	==== IT Support instructions letters ====
-
-	*** IT Support instructions letter to non NY jaguar offices ***
-	.
-	Dear All,
-	.
-	Depending on the type of a problem please email or call:
-	.
-	* CT2 issues/Sugar CRM (non-urgent): email ihelp@jaguarfreight.com(Jaguar IT)
-	* CT2 issues/Sugar CRM (urgent): ???
-	* Email (non-urgent): itsupport@jaguarfreight.com (TSI vendor)
-	* Email (urgent): Appriver???
-	.
-	Regards, Jaguar IT NY
-
-	*** IT Support instructions letter to jaguarny ***
-	.
-	Dear All,
-	.
-	Depending on the type of a problem please email or call:
-	.
-	* Phone issues: call 631-254-1000 (4Comm vendor)
-	* CT2: email ihelp@jaguarfreight.com(Jaguar IT)
-	* All other tasks: itsupport@jaguarfreight.com (TSI vendor)
-	.
-	Regards, Jaguar IT NY
-
-	*** IT Support instructions letter to devteam ***
-	.
-	Dear All,
-	.
-	For issues with Mantis, Wiki, SVN, Demo server please email or call:
-	.
-	* Connectivity issues: Vlad
-	* Users, configuration (all but SVN): Andrei/Roma
-	.
-	Regards, Jaguar IT NY
-
-	Also have to send a separate emails advising about:
-	* Jaguar homepage updates - Simon
-	* Constant Contact - Sylvia
-
-	=== itn2b ===
-	==== TSI vs Mantis issue tracking ====
-
-	As we all know it is easier to track issues if they are recorded in the some kind of system such as Mantis.
-
-	At the moment I am using both systems. Ideally we should integrate or use one or clearly define how they both used.
-
-	===== TSI CRM =====
-
-	[[File:Tsicrm2.JPG]]
-
-	[[File:Tsicrm3.JPG]]
-
-	[[File:Tsicrm1.JPG]]
-
-	===== Mantis IT Inbox =====
-
-	[[File:Mantis1.JPG]]
	== itn3 ==		== itn3 ==

---

Revision as of 01:52, 4 March 2011

Contents 1 About 2 March 3 itn1 3.1 New Strategic decision about "Holistic approach to IT and Web systems" approved by Simon 4 itn3 4.1 Who is Who and Vendors list 5 itn4 5.1 IT documentation

About

March

itn1

New Strategic decision about "Holistic approach to IT and Web systems" approved by Simon

IT Support coordination will be a responsibility of "Product and Support team". 
It is a change because up until now they handled only CT2 support.

Disadvantages:

• additional responsibility that requires time
• lack of knowledge and experience
  • Tira is strongly qualified (BS in Comp Sci; Master in Info Management Systems; Network certification)
  • Tracie and Denise are beginners in IT

Advantages:

• increased value to Jaguar and Market = increased job security
• opportunity to gain new knowledge
• opportunity for Holistic approach (treating IT and CT2 as a whole, not fragmented); examples:
  • full vision and control over user/systems interactions and work flows
  • more services could be integrated into CT2/Cloud like web folders;
  • integration between CT2 and non CT2 system like Sugar and CT2

Transition agenda:

• phase 1 to be completed by the end of March
• Jaguar IT support knowledge exchange (KE)
  • 2a IT documentation: blog11, notes11, wiki IT category
  • 2b regular KEs
• Career plan for BAs:
  • agreement on responsibilities, goals and developmental stages
  • Formal IT training

itn3

Who is Who and Vendors list

This info is maintained in Vendors IT

itn4

IT documentation

All wikis related to IT are in Category:IT.

IT Support MAIN WIKI has up to date instructions on how to navigate this directory.