Notes11
From UG
Contents |
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
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
Mantis IT Inbox
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.
