PowerPoint Presentation Email

1
Service Forum 2009 Hardware, Software Service
Roadmaps
Mobility
E-Mail
Service Desk
Creative Data
Help Services
Rich Media
Desktop
Job Management
2

• Lotus Notes
• Version 7.0.2
• Version 8.0.2

• Servers
• 53 Domino, anti-virus/spam, delivery
• 1 Instant Messaging
• 52 legacy - Domino, Exchange, GroupWise,
  anti-virus/spam, delivery

Email
Deploy a best in class border email solution
that will provide a fully redundant, scalable
internet email infrastructure
Deploy Lotus Notes 8.5 Macintosh and Windows
clients throughout the environment
Upgrade the email system from Domino 8.0.2 to
Domino 8.5
Redesign the Sametime infrastructure for
redundancy and load balancing
Refresh Domino Infrastructure during 2009
3

• BlackBerry
• Server v4.1.5 over 3,000 devices in a 3 server
  environment
• Over 25 models supported

• Remote Access
• iPass
• Clientless SNX
• Secure Remote
• Broadband devices

• mNotes
• Server v4.3 nearly 150 devices on a single
  server environment
• Over 15 models supported

Mobility

• New Devices
• BlackBerry Bold
• Sprint Touch Pro
• ATT Epix
• BlackBerry KickStart
• BlackBerry Storm

• Infrastructure Stabilization Upgrades
• mNotes upgrade (v5)
• BlackBerry Server expansion
• BlackBerry Server upgrade (v4.1.6)

• Evaluation Devices/Solutions
• iNotes (iPhone web access)
• BlackBerry Mobile Voice System

• Retiring Solutions
• iPass
• Secure Remote v5

• Expected Device Additions
• Global Motorola Q
• BlackBerry Javelin

• Process Implementation
• BlackBerry Re-Activation Support at Service Desk
• Enterprise-wide PDA Security
• Corporate Liable device transition (Gobi, PDA,
  broadband)

4

• Highlights of Recent Activities/Projects
• Eliminated old Arc ESS Environment
• Replaced Arc Image Archive
• Installed Creative Data Solution (NY)
• Upgrade to Xsan v1.5x
• Rich Meta Data Configuration (6 for Team One)

• General State of Service
• Positive customer feedback
• High reliability/availability
• Maturing technology
• Growing Interest

Rich Media Creative Data

• Execution Planning
• Information Lifecycle Management
• Mac OS 10.5 Server Upgrade
• Centralized Backup (Remote Offices)
• Creative Data Migration

• Planning
• Backup encryption
• Storage replication to Paris
• Replace ESL Tape Library
• Replace ADIC Library
• Storage Virtualization
• Thin Provisioning

• Planning
• Introduction of ZFS file system
• Incorporate Font Management
• Integration of Open Directory w/Lion Login

5
Process Opportunities Support for users that
migrate to Clarity has not been defined. A level
2 support group that can be accessed via the
current Publicis Groupe Service Desk is desired
for handling any issues that require resolution.
This would require training of specialized staff
to support the Clarity product solution.
Job Management

• Service Vision (Short Term)
• Begin Arc/Digitas Clarity configuration sessions
• Arc/Digitas implementation of Clarity

• Establish communication strategy
• Establish governance solutions
• Develop user communities

• Expand Clarity within brands
• Integrate other tools
• Develop plan to retire legacy applications
  (Tempro, Jolts, Tool, etc)

6

• Tools
• Improve metric reporting
• Improve SD tool stability
• Improve IMAC tool capabilities
• Measure customer satisfaction
• Increase remote resolution

• Call Handling
• Ongoing call handling process improvements
• Drive First Call Resolution from 37 to 50
• How-to capabilities
• Lotus Notes BES activation
• S/W Distribution

Service Desk

• Service Desk Tool deployment
• NOV FEB

• Survey Tool
• MAR APR

• How-To capability
• NOV JAN

• Lotus Notes FCR
• NOV JAN

• BES IDP Integration
• JAN FEB

• SW Installs
• SEP OCT

• Desktop Environment Standardization
• DEC AUG

• Language Improvement Performance Monitoring
• ONGOING

7

• Traffic routed mainly through 1675 Broadway (New
  York) and 427 La Salle (Chicago), creating single
  points of failure.
• Multiple service providers
• Over 40 firewalls

Network Internet

• MPLS Deployment 4-Phase Initiative
• North America
• Canada
• Puerto Rico

• Local Area Network
• LAN Refresh for 20 Site (North America)
• LAN Optimization

• North America Networks
• Network Optimization
• Cisco Works Rollout

• Next Generation Services
• Pilot Launches

8

• Support over 12,000 Mac and Windows OS computers
  in the US and Canada
• Working with Digitas and Canadian Brands to align
  processes.
• Re-launched Desktop Strategy Committee which
  provides forum for key Brand personnel and
  Desktop Service team to collaborate.
• Finalized plan to provide standard image to all
  US Brands and deploy Notes and Office 2007/2008

Desktop

• How-To Support (Office/Notes 7 8)
• NOV 1 JAN 1

• Office 2007/2008
• DEC 1 APR 1

• Lotus Notes 8 8.5 Preparation
• DEC 1 MAY 1

• Software Distribution Deployment
• DEC 1 AUG 1

• Standard Image Development and Deployment
• DEC 1 AUG 1