Infrastructure Services Partnership Program

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Desktop Refresh Lessons Learned Michael Von
Slomski Transformation Director
April 10, 2007
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Agencies Refreshed

• Department of Veterans Services
• Department of Minority Business Enterprise
• Department of Criminal Justice Services
• Virginia Museum of Natural History
• Department of Employee Dispute Resolution

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Highlights

• Challenges
• Lack of clarity in roles and responsibilities
  among project team members
• Unknown/undeclared applications discovered after
  on-site team arrived
• Inconsistent project communications and
  coordination around schedule and plan changes
• Desktop automated refresh process required more
  customization in all environments
• Not enough leadership/visibility of VITA or
  Northrop Grumman, initially

• Successes
• Strong support and involvement by agencies and
  AITRs
• Desktop refresh process worked well in agencies
  with less complex environments
• Hardware was refreshed, with end user and agency
  sign-off
• Completed desktop refresh early at VMNH and DEDR
• Overall validation of process and strong lessons
  learned to improve that process for agencies to
  follow

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Desktop Lessons Learned People

• Involve agency Customer Account Manager (CAM),
  AITR/Staff in early stages of planning to
  understood the approach and what to expect
• Engage Current Operations staff at the outset
• Involve Agency Performance Manager (APM) to
  communicate defined approach for refresh
• Ensure agency point of contact (POC) is in place
  and understands approach and what to expect
• Provide more on-site support and oversight

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Desktop Lessons Learned Process

• Follow communication plan Kickoff meeting to 1
  day letter to post-implementation
• Establish scout teams to gather more detailed
  information prior to refresh start date
• Expand project plan detail by agency and site
• Document responsibility matrix by task so roles
  are clear
• PC Refresh Process validated from applications
  cut sheet to end user/agency sign-off
• Disposition of retired assets validated from
  sign-off to asset removal

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Desktop Lessons Learned Technology

• End User data was restored
• End User applications were restored
• Project Support Center was successful
• Hardware supply process was successful
• Network and LAN connectivity specifically
  addressed