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1
Customer Service Project Review (CSPR)February
19, 2008
2
Customer Service Project Review Agenda

• Upcoming NOMAD Changes
• Lula Wright
• Tivoli Desktop Backup
• Lula Wright
• Desktop and Laptop Memory Upgrade
• Lula Wright
• Computer Refresh Project
• Mike Veillette

3
Upcoming NOMAD Changes

• Changes are anticipated to occur during the
  Summer 2008
• The default mailbox size will increase from 200mb
• Larger mailbox sizes (over 1gb) will be available
  at a cost

4
Tivoli Desktop Backup

• Selected Folders and Files that are Backed Up
• Windows XP computers
• Local PST file (e-mail file containing stored
  messages and attachments)
• My Documents
• Browser bookmarks
• Desktop items
• Macintosh computers
• Entourage e-mail file (local email file storage,
  messages and attachments)
• Contents of Documents folder
• Desktop items
• Browser bookmarks
• Keychains
• Preferences

5
Conditions for a Successful Backup

• Your computer must be powered on and connected to
  the HQ-wired network
• You must close all applications, turn off your
  computer and restart your system prior to leaving
  for the day. You do not need to log in.

6
How to Check Your Backup Status

• Windows XP Users
• Start
• Programs
• Tivoli Storage Manager
• Desktop Recovery Status
• Macintosh Users
• Applications
• Tivoli Storage Manager
• Desktop Recovery Status

7
Desktop and Laptop Memory Upgrade

• Beginning Wednesday, February 20, ODIN will begin
  installing memory upgrades
• All eligible desktop and laptop computers will be
  upgraded to 4GB of memory
• Memory will be installed at the users desk
• It takes approximately 20 minutes to install the
  memory
• A red dot will be placed on the computer
  indicating that the memory upgrade is complete

8
Desktop and Laptop Memory Upgrade

• Computers that will not receive a memory upgrade
• Dell Lightweight Laptop (D430)
• HP Lightweight Laptop (HP 2510)
• Non-Intel Macintosh Desktop Computers
• Computers were deployed with the maximum memory
  configuration of 2GB from the manufacturer

9
Desktop and Laptop Memory Upgrade

• Computers scheduled a memory upgrade as part of
  the mass refresh project
• All Intel Macintosh Computers
• Dell Optiplex 755 Desktop Computers
• Dell D830 Laptop Computers
• HP 7700 Desktop Computers
• HP 8510 Laptop Computers
• HP 8430 Laptop Computers
• HP 6400 Laptop Computers
• HP 4400 Laptop Computers
• HP 4400 Tablet Computers

10
Desktop and Laptop Memory Upgrade

• Memory will be upgraded no later than April 15,
  2008
• Computers refreshed on or after February 12, 2008
  are being deployed with 4GB of memory

11
Desktop and Laptop Memory Upgrade

• Upgrade Process
• Desktop visit by an ODIN Technician in
  conjunction with a service call
• If you call the Help Desk and your call requires
  a visit by an ODIN Technician, the memory will be
  upgraded at that time as part of the desktop
  support visit
• Mass Memory Upgrade Deployment
• Saturday, February 23, 2008
• If your memory has not been upgraded, you are
  encouraged to leave your laptop computer in the
  office when you leave work on Friday, February 22
  so that the memory can be upgraded.
• Scheduled Appointment
• An ODIN Technician will contact users to schedule
  an appointment to install the additional memory

12
Desktop and Laptop Memory Upgrade

• Computers scheduled to receive a memory upgrade
  outside of the mass refresh project
• Approximately 11 of desktop and laptop computers
  eligible for the memory upgrade are scheduled to
  be refreshed by the end of the ODIN delivery
  order outside of the mass refresh project
• If your desktop or laptop computer is not listed
  under computers scheduled a memory upgrade as
  part of the mass refresh project, your computer
  will receive a memory upgrade when it is due for
  a scheduled refresh

13
NASA HQ Computer Technology Refresh
ProjectUpdate February 14, 2008
Driving Requirement NASA STD 2805G and NHQ ODIN
Deliver Order Desktop Hardware / Software
Baseline Product Suite (Attachment G).

• Risks/Issues/Lessons Learned
• 12 Refreshes per/day required to complete by
  04/15/08
• 3 Customer did not leave computer behind to be
  refreshed

• Notable Activities
• Project restart 02/11/2008
• Project extended to 04/15/08
• Rework of refresh process completed
• Major shipment of new computers and peripherals
  arrived onsite
• 1006 PRP refreshes need to be complete by Feb
  19th 2008

Detailed Outcomes 3 Contact Attempts 7 Desubs
133 DNRs 12 Refreshes - 743 Total 895 No
Selections To Date 60
PRP1 Refreshes 53 (657 of 1238) 58 CSAT _at_
93 Pre PRP1 Refreshes 65 (86 of 134) 21
CSAT _at_ 91 Administrative Outcome (152) Project
Total 65 (895 of 1376) 79 CSAT _at_ 92