Vendor access

This part is for Aigna staff

Vendors see their own installation and the device reference they need to build it: device types, setup guides and models. Everything else stays with Aigna.

Go to your installation

Module

Team is switched off

Who is on the team, where they are and who does what. This demo has the Team module switched off in Organisation settings.

Organisation settings

PeopleSimulated

Team

22 of 30 staff on site today · 1 awaychecked just now

30Staff
3Regions
1Away today
25On site today

Delivery22
Programme1
AV service2
IT infrastructure3
Service desk1

Delivery, by regionFour leads report to Olivia Grant, the global delivery manager.

Team

EMEA8 people

Americas8 people

APAC5 people

EngineeringDelivery engineers

Project managementProject managers

On siteTechnicians at the sites

Vendors, outside the lineThey report to their own company and work with a project manager.

Manages peopleAway todayShown again: leads from another regionOffice they cover

Role	Team	Region	Base	Today
Head of AV and IT	Leadership	All regions	Dublin office	DUB
Delivery manager	Delivery	All regions	Dublin office	DUB
Programme manager	Programme	All regions	Home, Naas	Home
Service manager, AV	AV service	All regions	Dublin office	DUB
Innovation engineer	AV service	All regions	Dublin office	DUB
Service manager, IT infrastructure	IT infrastructure	All regions	Dublin office	DUB
Network engineer	IT infrastructure	All regions	Home, Watford	LON
Network engineer	IT infrastructure	APAC	Singapore office	SIN
Service desk analyst	Service desk	All regions	Home, Swords	DUB
Engineering manager, AV and IT delivery	Delivery	EMEA, Americas, APAC	Dublin office	DUB
AV and IT delivery engineer	Delivery	EMEA	Home, Maynooth	Home
AV and IT delivery engineer	Delivery	Americas	Home, Hoboken	NYC
AV and IT delivery engineer	Delivery	Americas	Home, Evanston	Home
AV and IT delivery engineer	Delivery	APAC	Home, Tampines	Home
Project management lead	Delivery	EMEA, Americas, APAC	Copenhagen office	CPH
Project manager	Delivery	EMEA	Home, Bray	Away
Project manager	Delivery	EMEA	Home, Drogheda	Home
Project manager	Delivery	Americas	Home, Stamford	Home
Project manager	Delivery	APAC	Home, Yokohama	Home
On-site services manager	On site	EMEA, APAC	London office	LON
On-site technician	On site	EMEA	Dublin office	DUB
On-site technician	On site	EMEA	London office	LON
On-site services manager	On site	Americas	Chicago office	CHI
On-site technician	On site	Americas	New York office	NYC
On-site technician	On site	Americas	New York office	NYC
On-site technician	On site	Americas	Chicago office	CHI
On-site technician	On site	Americas	Toronto office	TOR
On-site technician	On site	APAC	Singapore office	SIN
On-site technician	On site	APAC	Tokyo office	TYO
On-site technician	On site	APAC	Melbourne office	MEL
Integration vendor	Vendors	Americas	Juneau office	JNU
Integration vendor	Vendors	EMEA, APAC	Dublin office	DUB
Service vendor	Vendors	Americas, EMEA, APAC	New York office	NYC

On call

Out of hours, week by week · paging stays with the paging tool

On call now: Liam Doyle for EMEA, Grace Kim for the Americas, Arjun Rao for Asia Pacific.

EMEA out of hours

Liam Doyleuntil Monday 08:00

Backup: Tom Ashby
Escalate to: Yusuf Demir
Covers: weekdays 19:00 to 07:00, and all weekend, Dublin time

From Monday 26 Oct, 08:00Anna Byrne
From Monday 2 Nov, 08:00Tom Ashby
From Monday 9 Nov, 08:00Liam Doyle

Americas out of hours

Grace Kimuntil 08:00 today

Backup: Carlos Mendes
Escalate to: Denise Carter
Covers: weekdays 19:00 to 07:00, and all weekend, New York time

From 08:00 todayCarlos Mendes
From Monday 26 Oct, 08:00Elena Vasquez
From Monday 2 Nov, 08:00Nathan Cho

Asia Pacific out of hours

Out of hours now

Arjun Raountil Monday 08:00

Backup: Kenji Sato
Escalate to: Yusuf Demir
Covers: weekdays 19:00 to 07:00, and all weekend, Singapore time

From Monday 26 Oct, 08:00Kenji Sato
From Monday 2 Nov, 08:00Ruby Chen
From Monday 9 Nov, 08:00Arjun Rao

Who has the open work

297 open pieces of work · 36 not given to anyone

Open work by role and kind. Hover a number to look; select it to open that work in the Work list. Select a role for who holds it and what it owns.

Role	Project work					Running the service			The year and the people				All
Role	Provision	Install	Configure	Commission	Other project tasks	Incidents	Lab tests	Approvals waiting	Work plan due	Site visits	Planning	Time off	All
											3	1	4
Who Claire DunneAll regions Owns The AV and IT service across all regions Budget and headcount Decides Approves the year plan Signs off new standards Hands on Runs the service through the two service managers and the programme manager. Open their Home
					1						3	1	5
Who Tomás VargaAll regions Owns The year plan Sequencing and budget across projects Which project manager runs what Decides When a project starts and in what order Phase gates across the programme Hands on Each project is run day to day by a project manager. Open their Home
					5			3			2	1	11
Who Sofia ReyesAll regions Owns Device types and setup guides The house standard for every space type Which firmware is standard Decides What goes into the standard after a Lab test Design sign-off for AV Hands on Asks the Lab to test before anything new enters the standard. Open their Home
								1			2	1	4
Who Declan MooreAll regions Owns Switches, VLANs and addressing Comms rooms: the MDF and each IDF ISP circuits Decides Network changes and port standards Design sign-off for network Hands on Network tasks go to the network engineer. Open their Home
	1				15					2		4	22
Who Ruth KellyEMEA Katya NovakEMEA David OkoroAmericas Hana MoriAPAC Owns One project, day to day: dates, tasks, risks Vendors and access to site Handover pack Decides Task order and who does what When a phase is ready for its gate Hands on Engineering decisions go to the delivery engineer; standard changes to the service managers; a late project, or one waiting on something, goes to the project management lead. Open their Home
	7	1	1	10	4	2	2			3		4	34
Who Anna ByrneEMEA Marcus LeeAmericas Mei TanAPAC Camila OrtizAmericas Owns Space designs and signal routes Commissioning and verification Captured fixes Decides How a space is built to the standard Whether a space passes commissioning Hands on Installs go to technicians or a vendor; network changes to IT infrastructure. Open their Home
					3		1					1	5
Who Marco BianchiAmericas and EMEA Farah IdrisAPAC Owns Switch ports, VLANs and address reservations Patching in the MDF and IDFs Decides Which port and VLAN a device gets Hands on Works from tasks raised by projects and incidents. Open their Home
	1	1		1	2	1	3					1	10
Who Nora WalshAll regions Owns The Lab: new devices, firmware and features Test plans and results Decides Whether a candidate passes the Lab Hands on A pass goes to the service manager, who decides whether it enters the standard. Open their Home
	1	14	4	3	3	7			127	2		9	170
Who Liam DoyleDublin office Tom AshbyLondon office Carlos MendesNew York office Elena VasquezNew York office Grace KimChicago office Nathan ChoToronto office Arjun RaoSingapore office Kenji SatoTokyo office Ruby ChenMelbourne office Owns Installs, swaps and first-line fixes on site Decides Whether a fault needs escalating Hands on Escalates to the delivery engineer when the fix is not in the guide; rotas and cover go through the on-site services manager. Open their Home
						2						1	3
Who Priya NairAll regions Owns Incidents as they arrive in ServiceNow First triage Decides Priority and which group gets it Hands on Space and device incidents go to on-site technicians. Open their Home
			1		1					1			3
Who Sam OkaforNorthlight AV Lena FischerBrightwave Integration Owns Design detail and installation for their projects Recording serial numbers and MAC addresses Decides Nothing in the standard; flags problems as snags Hands on Their records are checked by the delivery engineer before they count. Open their Home
													0
Who Dev PatelKeystone Service Owns Break-fix under the maintenance contract Advance replacement of failed units Decides Repair or replace, within the contract Hands on Takes incidents the on-site technician can't fix; reports back on the ticket. Open their Home
												1	1
Who Olivia GrantAll regions, based in Dublin Owns Delivery headcount, skills and training across all regions: one delivery manager for the whole team The leads for engineers, project managers and on-site technicians Who is free for which project when regions compete for people Decides How people are shared between regions Hiring plans for delivery Hands on The leads staff their own teams day to day; the delivery manager steps in across regions. Open their Home
													0
Who Ingrid LarsenAll regions, based in Copenhagen Owns The project managers they lead: staffing, workload, skills and one-to-ones Escalations about dates, budget and projects waiting on something Decides Which project manager runs which project When a late project is escalated to the programme manager Hands on Reports to the delivery manager. Which project starts and when stays with the programme manager. Open their Home
													0
Who Finn GallagherAll regions, based in Dublin Owns The AV and IT delivery engineers in every region: staffing, workload, skills and one-to-ones Escalations from engineers and project managers about design or commissioning Decides Which engineer is put on which project When a project needs a second engineer or a vendor Hands on Reports to the delivery manager. Questions about the standard go to the service managers. Open their Home
													0
Who Yusuf DemirEMEA and APAC, based in London Denise CarterAmericas, based in Chicago Owns The on-site IT technicians in their part of the world (Americas, or EMEA and Asia Pacific): rotas, site cover, skills and one-to-ones Escalations when a technician cannot fix something from the guide Decides Who covers which site, including holidays and sickness Whether a site needs extra hands for a project Hands on Reports to the delivery manager. Technicians escalate to the delivery engineer for anything the guide does not cover. Open their Home
Not given to anyoneWaiting for a person, or everyone’s (a change freeze)									34		2		36
All roles	10	16	6	14	34	12	3	4	161	7	5	25	297

Who does what (RACI)

Hover a letter for the reason. Pick a role to see only its work.

ResponsibleDoes the work.
AccountableSigns it off and answers for it. One per row.
ConsultedIs asked before it is done.
InformedIs told once it is done.

RACI for the team's work
Work	Head of AV and IT	Service manager, AV	Service manager, IT infrastructure	Programme manager	Delivery manager	Engineering manager, AV and IT delivery	Project management lead	On-site services manager	Project manager	AV and IT delivery engineer	Network engineer	Innovation engineer	On-site technician	Integration vendor	Service vendor
Planwhat, where, when and for how much
Scope, budget and dates	I	C	C	A					R
Designspaces to the space types, the network to the port maps
Space design		A							I	R		C		C
Network and comms room design			A						I	C	R
Procureorders, deliveries and the vendor
Orders and the vendor				C					A	C				I
Deployprovision, install, configure and commission
ProvisionAsset record, DNS, device management and monitoring			I						I	A	C
Install									I	A			R	R
Serials and MACs recorded										A			R	R
Configure		C								A			C	R
Commission									I	A			R	C
Hand overto the service desk and the site
Handover to the service desk		I	I						A	R
Closedwhat the project taught
Close the project				I			I		A
Adding a new task to the playbook		C	C	A					R	R			R	I
People and escalationwho works on what, and where problems go
Staffing engineers on a project				I	C	A			C	I
Staffing project managers				C	C		A		I
On-site cover and technician rotas					I			A	C				R
People shared between regions	I			C	A	R	R	R
A task added that the playbook does not have						I		I	A	R			R
Escalating a late project or one waiting on something	I			C		C	A	C	R
Escalating a fault the guide does not fix		I				C		A		R			R		C
Service and the standardspaces in use, and what the standard says
Fixing a space that is down		A								C			R		R
Something new in the standard	I	A								C		R
The year plan	A	C	C	R	C				I

How the team works

Hover or focus a team to follow its work; select it to open its pages.

AV service22 device types · 34 setup guidesDecides the standard: which devices, which firmware, how they are set up.Gives Delivery: the standard Delivery14 projectsBuilds and changes spaces to the standard, as projects.Gives On site: finished spaces IT infrastructure15 comms rooms · 15 racksThe network: switches, VLANs, comms rooms and the internet circuits.Gives Delivery: ports and vlans Service desk12 open incidentsTakes the calls and tickets, and sends space problems on site.Gives On site: incidents On site344 spaces at 13 sitesKeeps spaces running day to day; first on the scene.Gives AV service: fixes go back into the standard Vendors4 under contractIntegrators install for projects; the service vendor repairs and replaces.Gives Delivery: installsGives On site: repairs

This part is for Aigna staff

Team is switched off

Team

On call

EMEA out of hours

Americas out of hours

Asia Pacific out of hours

Who has the open work

Who does what (RACI)

How the team works

View as

Suggested

Delivery

Support and service

The Lab

Leadership

Partners

Overview

Settings

Tell the team