Do you have a question to discuss at the meeting? Add it below with your name.
2
Debrief on meeting with ExL Support Director
Share about the ongoing support process and other learnings from the meeting
15
Tom
The objective was to introduce and discuss the process for the ongoing monthly support calls and escalation procedures.
Until our new governance structure is in place, the SILS Service Manager, Caitlin Nelson, will be joined by the IC co-chairs, Tom Bustos and Carlo Medina along with the NZ administrator Gem Stone-Logan for the November and December calls.
The SILS Operations Team is the group to decide who should join the SILS Service Manager on these monthly calls ongoing.
Issue: privacy rules have changed the way Salesforce cases can be shared. They can no longer be shared publicly. That means, we’ll have to devise a way to communicate among ourselves (and other consortia) about issues.
3
Data Privacy form
Understand the new process for managing the data privacy acknowledgment for Alma account holders.
Action: ICs to retroactively ensure all Alma account holders sign the data privacy and security responsibilities acknowledgment form by Dec 1.
Staff who signed the old form do not need to sign the new one; however, it may be easier to simply start fresh and have everyone sign the new campus-specific form. It’s up to each ICs to decide for their campus whether to start fresh or to bring over the old responses.
A copy of the responses from the old form is available. Note: the fields (i.e., columns) do not match exactly with the new form, so some work is needed to manually add the responses from the old form to the new responses sheet. Also, edits were accidentally made to the form so the data is messy.
New process: Each campus will manage their own form and responses starting now and continuing until further notice.
The forms and responses will live in the SILS shared drive and be managed by ICs through the end of phase 4 (Dec 23, 2021) and by the SILS Operations Team reps starting in January 2022.
Essential to include case numbers - make sure that ICs provide those to PMs when asking for escalations. PMs need to ensure IC has pinged the consultant asking for a status update before escalating.
Escalations can go into 2 categories: it’s urgent, or there’s a lack of communication.
0
Lena
Ex Libris meetings:
Our final Ex Libris meeting on Monday 10/25 will be the Switch to Support meeting led by Callie Mendoza, Ex Libris North American Support Manager. Agenda:
The EXL Training team does not anticipate anyone else joining the cycle (based on Switch to Support schedules and time zones). Do note though that your KAP cycle will include the same sessions and content EXL delivers to all KAP attendees.