Operated by Los Alamos National Security, LLC for the U.S. Department of Energy's NNSA

Operated by Los Alamos National Security, LLC for the U.S. Department of Energy's NNSA

Centric IT, THAT is EasyIT! EasyIT Storefront Debbie R. Duran, Group Leader drd@lanl.gov, 505-665-1909 Ben D. Salas, Team Leader bensalas@lanl.gov, 505-665-8080 May 23, 2018 11:15 AM 12:00 PM 106B Operated by Los Alamos National Security, LLC for the U.S. Department of Energy's NNSA LA-UR-18-24038

Agenda Wednesday, May 23, 2018 11:15 AM 12:00 PM 106B True Story How do we improve our services? The Rest of the Story Q & A 6/13/2018 3

The Story True story... I'm on the bus sitting by a new hire from Italy. He is a Post Doc who started 4 weeks ago. We start chatting. I ask: "How long did it take for you to get your CRYPTOCard?" He says, "One week. My admin went and got it for me." I ask: "What type of computer do you have?" He says, "I ordered a Mac 3 weeks ago. So I am using my personal computer and I m on the visitor network. But hopefully I will get my desktop soon. I already got the keyboard and mouse last week. I ask myself, How do we remove barriers and improve our services? 6/13/2018 4

How do we remove barriers and improve our services? By establishing a culture and services which are Centric. Design the experience Empower the front line focused leadership Understand the customer EasyIT centricity Metrics that matter Feedback drives improvements centric means putting the customer at the center of everything you do. 6/13/2018 5

EasyIT History Project: Envision and document a desktop lifecycle program for Windows users. Pilot: Conduct and learn what works and what doesn t work. Major lesson learned was that one size does not fit all. Production: Take the lessons learned from the pilot and implement appropriately. Old Hardware Process: 11 days up to several months Day 0 Machine Ordered Machine Arrives at SM 30 Imaged by CDC Shipped to Submits Build Request Field Team Configures for User Machine Delivered & Configured for User Day Live Machine Ordered Machine Arrives at SM 30 Imaged by CDC Live on Network Day 0 Machine Purchased & Delivery Scheduled Machine Delivered & Configured for User Day Live EasyIT Hardware Process: 1day up to 5 days 6/13/2018 6

EasyIT Transformation from a project to a storefront. Mission & Vision IT Help Laptops Desktops Location, Location, Location CRYPTOCards PIVs EasyIT iphones ipads Services Identify services and establish a firm understanding of how EasyIT will impact service offerings. EasyIT interacts across several IT organizations so the customer doesn t have to. Success comes through collaboration and a shared purpose. 6/13/2018 7

EasyIT Services 6/13/2018 8

EasyIT Physical Storefront Location 6/13/2018 9

How did we improve our services? CRYPTOcard Acquisition Time Reduced from 1 week to 15 minutes CRYPTOcard Process Time Reduced from 90 minutes to 15 minutes Hardware Process Time (Best Case) Reduced from 20 hrsto 2 hrs Hardware Acquisition Time Removed variability Reduced from days/weeks/months to hours/days 6/13/2018 10 The faster we can be productive the more successful we can be as a Laboratory! 6/13/2018 10

Benefits of EasyIT Walk-in Service Offered Convenient Centralized Location Face to Face Professional Support Ability to Deal with Real-Time Issues Application Support Consistent Experience for All IT Needs Quick Turnaround for LANL Services Faster Turnaround for ordering LANL Approved Products and Accessories Ability to Shop Around and Ask Questions on LANL Supported Technology Before Purchasing Continuous Improvement to Meet Real-time and Future Needs of Key Stakeholders and s Increase Individual Productivity by Reducing Downtime Due to Issues or an Immediate Need to Replace Broken or Degraded Devices 6/13/2018 11

Future of EasyIT Physical Storefront Expansion Digital Kiosks in strategic locations Digital storefront easyit.lanl.gov Represent additional IT services 6/13/2018 12

Offering seamless, hands-on interaction to equip customers with devices, knowledge, and services to successfully use technology at the Laboratory. CONTROL Your Future Success. CHALLENGE The Status Quo. 6/13/2018 13

Questions? Debbie R. Duran Ben D. Salas experience IT Technology Services and Solutions (XIT-TSS) (505) 665-1909 drd@lanl.gov bensalas@lanl.gov 6/13/2018 14

6/13/2018 15