Faculty of Arts: LAN (Local Faculty of Arts: LAN (Local Area Network) Service Level Area Network) Service Level

AgreementAgreement

Arts Administrative Group Arts Administrative Group PresentationPresentation

Thursday, January 25, 2007Thursday, January 25, 2007

Presented by: Sharon BarqueiroPresented by: Sharon Barqueiro

Sharon’s desk: post Sharon’s desk: post holidays!holidays!

• Happy New Year! Happy New Year!

Seriously, though….Seriously, though….

•Topic: Topic: LAN (Local Area Network) Service LAN (Local Area Network) Service

Level Agreement between the Level Agreement between the Faculty of Arts and IST Customer Faculty of Arts and IST Customer Service (also known as ICS) Service (also known as ICS) Information Systems and Information Systems and Technology (IST) Customer Technology (IST) Customer Services Services

Objective from the ProvostObjective from the ProvostAnthony C. MasiAnthony C. Masi

•““CIO (Central Information CIO (Central Information Office) Units combine people, Office) Units combine people, processes and technology to processes and technology to achieve optimal levels in the achieve optimal levels in the delivery of IST (Instructional delivery of IST (Instructional Service Technology) services.”Service Technology) services.”

Objective from Dean Objective from Dean Christopher ManfrediChristopher Manfredi

• To provide the most innovative and To provide the most innovative and advanced computer services to the advanced computer services to the Arts communityArts community

• To reduce costs without To reduce costs without compromising service compromising service

• To improve the staffing situation in To improve the staffing situation in FAITS by providing more permanent FAITS by providing more permanent positions and career opportunitiespositions and career opportunities

Current Situation in ArtsCurrent Situation in Arts

• FAITS: Faculty of Arts Instructional FAITS: Faculty of Arts Instructional Technology ServicesTechnology Services– Administrative, technical unit belonging Administrative, technical unit belonging

to the Faculty of Artsto the Faculty of Arts– Is an independent unit reporting to the Is an independent unit reporting to the

Dean of Arts (Christopher Manfredi) but Dean of Arts (Christopher Manfredi) but under the supervision of Associate under the supervision of Associate Dean, Academic Administration and Dean, Academic Administration and Oversight (Mary MacKinnon)Oversight (Mary MacKinnon)

Organizational ProfileOrganizational Profile

• Four Major Components Four Major Components

• Funded by various sourcesFunded by various sources– Faculty of ArtsFaculty of Arts– Central UniversityCentral University– Student Funds (Arts Undergraduate Student Funds (Arts Undergraduate

Society)Society)– And revenue generated by printing, And revenue generated by printing,

service calls, etc.service calls, etc.

Component I: FAITS (Faculty of Component I: FAITS (Faculty of Arts Information Technology Arts Information Technology Services) AdministrationServices) Administration• FAITS supervised by Luc Levasseur, FAITS supervised by Luc Levasseur,

Systems ManagerSystems Manager

• Has two administrative staff members, Has two administrative staff members, Lillian Lazarek, Administrative Coordinator Lillian Lazarek, Administrative Coordinator and an Accounting Administratorand an Accounting Administrator

• provides desktop, notebook, network, and provides desktop, notebook, network, and help desk support for all faculty and staff help desk support for all faculty and staff within the Faculty of Arts, as well as some within the Faculty of Arts, as well as some associate departments. associate departments.

Component II: LAN (Local Area Component II: LAN (Local Area Network)Network)

• LAN runs the computer network for ArtsLAN runs the computer network for Arts• Includes a lab supervisor, two permanent Includes a lab supervisor, two permanent

technicians, casual technicianstechnicians, casual technicians• Is a first point of contact for all faculty and staff Is a first point of contact for all faculty and staff

computing issues (e-mail, internet connectivity, computing issues (e-mail, internet connectivity, software installations, hardware assessments, etc.). software installations, hardware assessments, etc.).

• Provides desktop, notebook, network, and helpdesk Provides desktop, notebook, network, and helpdesk support for all faculty and staff within the Faculty of support for all faculty and staff within the Faculty of Arts, as well as some affiliated departments. Arts, as well as some affiliated departments.

Component II: LAN (Local Area Component II: LAN (Local Area Network)Network)

• Is responsible for over 1,000 LAN Is responsible for over 1,000 LAN connections to the Arts computer network connections to the Arts computer network including academic, administrative, including academic, administrative, technical and student connections technical and student connections

• Manages software, software installation/ Manages software, software installation/ changes to operating systems (e.g., changes to operating systems (e.g., Active Directory), distribution of Active Directory), distribution of computers and installation, etc.computers and installation, etc.

Component III: LABORATORY Component III: LABORATORY FACILITYFACILITY

• LAB responsible for running Arts research LAB responsible for running Arts research labs, student labs labs, student labs (graduate/undergraduate), AMLF (Arts (graduate/undergraduate), AMLF (Arts Multimedia Language Facility)Multimedia Language Facility)

• Employs a Lab Supervisor, 2 Permanent Employs a Lab Supervisor, 2 Permanent technicians and casual stafftechnicians and casual staff

• Large component of funding comes from Large component of funding comes from the Arts Undergraduate Society (AUS) and the Arts Undergraduate Society (AUS) and the Faculty of Artsthe Faculty of Arts

Component IV: ETG Component IV: ETG (Educational Technology (Educational Technology Services)Services)• Educational Technology Group Educational Technology Group

– The Educational Technology Group The Educational Technology Group (ETG)(ETG) acts as a resource to instructors in the acts as a resource to instructors in the Faculty of Arts. Faculty of Arts.

– provide support and training on a variety of provide support and training on a variety of technology available at the University. technology available at the University.

– services include one-on-one assistance, services include one-on-one assistance, workshops, and pedagogical consultationworkshops, and pedagogical consultation

Component IV: ETG Component IV: ETG (Educational Technology (Educational Technology Services)Services)• Has one permanent management Has one permanent management

positionposition

• Is undergoing reconstruction depending Is undergoing reconstruction depending upon the needs specified by Arts upon the needs specified by Arts

• Provides assistance and advice on Provides assistance and advice on technological services including technological services including hardware and software devices to Arts hardware and software devices to Arts staffstaff

Current Problem Areas Current Problem Areas

• Insufficient funding for permanent positionsInsufficient funding for permanent positions• High staff turnover and dependence on casual High staff turnover and dependence on casual

staff staff • Escalating costs for departments related to new Escalating costs for departments related to new

staff hires, both academic and administrativestaff hires, both academic and administrative• Need to have FAITS associated with IT Need to have FAITS associated with IT

professionals for consultations, advice and career professionals for consultations, advice and career advancement and trainingadvancement and training

• Need for inventory tracking system Need for inventory tracking system • Two separate service systems for Arts; one for Two separate service systems for Arts; one for

Dawson Hall and the other for all other Arts areasDawson Hall and the other for all other Arts areas• Management of Software Licenses Management of Software Licenses

ConsultationsConsultations

• Formed a workgroup in Arts with Formed a workgroup in Arts with representatives from administrative, representatives from administrative, academic and research areas chaired by academic and research areas chaired by Associate Dean Mary MacKinnonAssociate Dean Mary MacKinnon

• Consultations with other Faculties who Consultations with other Faculties who currently have SLA’s – Agricultural Sciences currently have SLA’s – Agricultural Sciences (MAC); Law and Management(MAC); Law and Management

• Consultations with FAITS and IMS, ICS and Consultations with FAITS and IMS, ICS and individuals at McGillindividuals at McGill

• Recommendations discussed and Recommendations discussed and implemented into the service level implemented into the service level agreement (ongoing)agreement (ongoing)

The ProposalThe Proposal

• Delivery of central information technology (IT) Delivery of central information technology (IT) support services to the Faculty of Artssupport services to the Faculty of Arts– Faculty and staff customer support by web form, Faculty and staff customer support by web form,

email or phone for PC and MAC including computers email or phone for PC and MAC including computers not authenticating to Active Directorynot authenticating to Active Directory

– Faculty of Arts Secretariat will move under one Faculty of Arts Secretariat will move under one Service Level Agreement with the rest of Arts Service Level Agreement with the rest of Arts departmentsdepartments

– Teaching, research and student lab support (the Teaching, research and student lab support (the latter two under separate agreements to be latter two under separate agreements to be negotiated)negotiated)

The Proposal (cont’d)The Proposal (cont’d)

– Reduce operating costs for faculty IT support by Reduce operating costs for faculty IT support by eliminating the $45 per hour support service chargeeliminating the $45 per hour support service charge

– Inventory tracking system, streamline purchase of Inventory tracking system, streamline purchase of hardware and softwarehardware and software

– Multiple faculty and staff machines supportedMultiple faculty and staff machines supported– Laptop support as part of the academic laptop Laptop support as part of the academic laptop

program program – Peripheral support: Personal Digital Assistants Peripheral support: Personal Digital Assistants

(PDA’s (Palms and Blackberries), Printers, Scanners, (PDA’s (Palms and Blackberries), Printers, Scanners, SmartBoards, USB (Universal Serial Bus) storage SmartBoards, USB (Universal Serial Bus) storage devices, UPS (Universal Power Supply) unitsdevices, UPS (Universal Power Supply) units

The Proposal (cont’d)The Proposal (cont’d)

• Software SupportSoftware Support– All software supported for faculty and All software supported for faculty and

staff images (Helpdesk, customer staff images (Helpdesk, customer support and training)support and training)

– Management of software licenses Management of software licenses including those not already managed by including those not already managed by FAITSFAITS

– Maintenance and support of two Arts Maintenance and support of two Arts servers, ARTSWEB, ARTSTECHIIservers, ARTSWEB, ARTSTECHII

The Proposal (cont’d)The Proposal (cont’d)

• Software Support Software Support – License management License management – Support for SIS, FIS and HRIS systemsSupport for SIS, FIS and HRIS systems– Support for Enterprise Data Warehouse Support for Enterprise Data Warehouse

queriesqueries

The Proposal (cont’d)The Proposal (cont’d)

• Central Policy: Disposal of Fully Central Policy: Disposal of Fully Amortized Hardware Amortized Hardware – Tracking of moveable assets; link to Tracking of moveable assets; link to

purchases from hardware/software purchases from hardware/software purchasespurchases

– Implementation of disk-wiping utilityImplementation of disk-wiping utility

The Proposal (cont’d)The Proposal (cont’d)

• Staffing BenefitsStaffing Benefits– Temporary positions become permanent (6 Temporary positions become permanent (6

employees)employees)– More challenges and opportunities for these More challenges and opportunities for these

staff in a larger organizationstaff in a larger organization– Access to knowledge base for solving problems Access to knowledge base for solving problems

(HEAT Help-desk Enterprise Automated (HEAT Help-desk Enterprise Automated Ticketing (software) ; peers)Ticketing (software) ; peers)

– Professional development, membershipsProfessional development, memberships– Salary progressionSalary progression

Added Arts BenefitsAdded Arts Benefits

• The same Arts staff will be servicing ArtsThe same Arts staff will be servicing Arts• Provost to cover costs of adding additional Provost to cover costs of adding additional

personnel to service Arts needspersonnel to service Arts needs• Arts Secretariat brought at no additional Arts Secretariat brought at no additional

cost under central agreement for the Faculty cost under central agreement for the Faculty of Artsof Arts

• Arts will be included in the discussion and Arts will be included in the discussion and acquisition of new technologies and services acquisition of new technologies and services

• Back up from central services to replace Back up from central services to replace staff on leaves or incidental illnessstaff on leaves or incidental illness

Added Arts Benefits (cont’d)Added Arts Benefits (cont’d)

• ITSOC (Information Technology Support ITSOC (Information Technology Support Oversight Committee) will be formed that Oversight Committee) will be formed that consists of members from Arts consists of members from Arts – Committee will be chaired by Associate Dean, Committee will be chaired by Associate Dean,

Academic Administration and OversightAcademic Administration and Oversight– Members from ICS/IST will sit on this Members from ICS/IST will sit on this

committeecommittee– Matters affecting the Arts LAN will be Matters affecting the Arts LAN will be

discussed and decided through this discussed and decided through this committeecommittee

Added Arts Benefits (cont’d)Added Arts Benefits (cont’d)

• One central support number--one telephone One central support number--one telephone number and available on-line form and email number and available on-line form and email to handle service requeststo handle service requests

• Requests will be routed through the central Requests will be routed through the central ticketing service and redirected where ticketing service and redirected where appropriateappropriate

• Log of comments to be reviewed by Arts and Log of comments to be reviewed by Arts and ICS on a regular basis and system in place to ICS on a regular basis and system in place to deal with complaints in a timely mannerdeal with complaints in a timely manner

• Service reports to be reviewed on a Service reports to be reviewed on a continuing basiscontinuing basis

Okay, how does this affect me?Okay, how does this affect me?

Okay, how does this affect Okay, how does this affect me?me?

• Change in the way we report computer Change in the way we report computer problems (one central number) with problems (one central number) with alternate service request form and alternate service request form and emailemail

• No $45 an hour service fee!No $45 an hour service fee!

• Same wonderful staffSame wonderful staff

• More opportunities and collaboration for More opportunities and collaboration for our FAITS staff with central service staffour FAITS staff with central service staff

Questions/Break for Coffee?Questions/Break for Coffee?

Levels of ServiceLevels of Service

• There are four levels of serviceThere are four levels of service

Level 1: Response as soon as Level 1: Response as soon as possible. Takes priority over all other possible. Takes priority over all other service requests.service requests.– Service outages require Service outages require level 1level 1 response. Servers response. Servers

should be available 24 x 7, except for routine should be available 24 x 7, except for routine scheduled scheduled maintenance and upgrades to be conducted maintenance and upgrades to be conducted outside of the Monday to Friday 9am to 5pm hoursoutside of the Monday to Friday 9am to 5pm hours

– Service requests by individuals or groups relating to Service requests by individuals or groups relating to important matters such as computer breakdown at peak important matters such as computer breakdown at peak periods of examination times, research grant deadlines, periods of examination times, research grant deadlines, etc. etc.

Level 1 examplesLevel 1 examples

• ICS will provide support services (first-line triage) ICS will provide support services (first-line triage) related to the backbone and network infrastructure related to the backbone and network infrastructure used for internet connectivity to ports in FA.used for internet connectivity to ports in FA.

• Internet Connection and Campus Network Internet Connection and Campus Network Connectivity support includes support for Dial-up Connectivity support includes support for Dial-up Access Service (DAS), Virtual Private Network (VPN), Access Service (DAS), Virtual Private Network (VPN), wireless and wired connections, and e-mail.wireless and wired connections, and e-mail.

• ICS provides IS/IT security support against, for ICS provides IS/IT security support against, for example, hackers, violations of aspects of the McGill example, hackers, violations of aspects of the McGill Computer User Code of Conduct, and viruses.Computer User Code of Conduct, and viruses.

Level 2 examplesLevel 2 examples

Response time within 4 hours (within the Response time within 4 hours (within the hours of 9:00 a.m. and 5:00 p.m., working hours of 9:00 a.m. and 5:00 p.m., working days)days)

Resolve password or intruder lockout issues Resolve password or intruder lockout issues requires a requires a level 2level 2 response response

Repair of Computers, Laptops and PDAs Repair of Computers, Laptops and PDAs First stage: The initial request requires a First stage: The initial request requires a level (4 hours) response depending on the level (4 hours) response depending on the urgency of the need. ICS will troubleshoot urgency of the need. ICS will troubleshoot PC hardware to identify the source of the PC hardware to identify the source of the problem and, if the PC is under warranty, problem and, if the PC is under warranty, will coordinate the repair of the PC. will coordinate the repair of the PC.

Level 2 examplesLevel 2 examples

• Hardware troubleshooting requires a Hardware troubleshooting requires a level 2-3 response, depending on level 2-3 response, depending on reported urgency, and if alternative reported urgency, and if alternative equipment can be used temporarily equipment can be used temporarily

• Single installation, relocation or Single installation, relocation or configuration of desktop or printer configuration of desktop or printer that is replacing a non-functional unit that is replacing a non-functional unit requires a level 2 response requires a level 2 response

Level 3 examplesLevel 3 examples

• Response time within 24 hours (one working day)Response time within 24 hours (one working day)• Requests for implementation of new accounts or Requests for implementation of new accounts or

to rename existing objects require a to rename existing objects require a level 3level 3 response response

• Maintain security group memberships (additions Maintain security group memberships (additions or deletions) of Active Directory group objects or deletions) of Active Directory group objects require a require a level 3level 3 response. response.

• Level 3 if this is a new printer that is replacing a Level 3 if this is a new printer that is replacing a non-functioning printer.non-functioning printer.

Level 4 examplesLevel 4 examples

• Response time greater than (>) 1 working dayResponse time greater than (>) 1 working day• Larger-scale deployment of new and redistribution Larger-scale deployment of new and redistribution

of PCs and/or printers will be negotiated (usually of PCs and/or printers will be negotiated (usually requires a level 4 response) between FA and ICS. requires a level 4 response) between FA and ICS.

• Once the initial request for service on a computer, Once the initial request for service on a computer, printer, PDA, etc. (see level 1 example) is printer, PDA, etc. (see level 1 example) is completed, i.e., a hot spare computer was completed, i.e., a hot spare computer was temporary installed, the request for repairs require temporary installed, the request for repairs require level 4 (2-10 days) response depending on the level 4 (2-10 days) response depending on the urgency of the need urgency of the need

• Requests for implementation of new applications Requests for implementation of new applications require variable Response Levels, but generally require variable Response Levels, but generally level 4 (2-10 days) (depending on how urgently a level 4 (2-10 days) (depending on how urgently a particular application is needed).particular application is needed).

List of Service Level examplesList of Service Level examples

• This will be provided before the SLA This will be provided before the SLA is adopted so that we will all be on is adopted so that we will all be on board with how long a particular board with how long a particular service request will takeservice request will take

• Questions? Clarifications?Questions? Clarifications?

Where are we now?Where are we now?

• The Faculty is currently reviewing the Service The Faculty is currently reviewing the Service Level Agreement very carefully to ensure that all Level Agreement very carefully to ensure that all of the Arts areas are covered.of the Arts areas are covered.

• We intend to move departments over gradually at We intend to move departments over gradually at a time convenient for Departments.a time convenient for Departments.

• With the assistance of Kathleen Holden, our With the assistance of Kathleen Holden, our Communications Officer, we will be launching a Communications Officer, we will be launching a communication plan which will consist of a) an communication plan which will consist of a) an icon on your desktop to link you directly with the icon on your desktop to link you directly with the ICS help desk, a sticker on your computer and/or ICS help desk, a sticker on your computer and/or the mouse pad with all of the help links. We will the mouse pad with all of the help links. We will also have posters, coordinate communication via also have posters, coordinate communication via emails, etc.emails, etc.

Where are we now?Where are we now?

• Plan for implementation: Spring or Plan for implementation: Spring or Summer 2007 in a consultative phased Summer 2007 in a consultative phased process.process.

• Plans for bringing the SLA for the Plans for bringing the SLA for the research area of Arts including research research area of Arts including research projects, graduate and undergraduate projects, graduate and undergraduate student labs, satellite labs, etc. will be a student labs, satellite labs, etc. will be a separate transition process.separate transition process.

Where are we now?Where are we now?

• We will also consider the future of We will also consider the future of the ETG (Educational Technology the ETG (Educational Technology Group) with consultation from our Group) with consultation from our faculty.faculty.

We need your help!We need your help!

• Any comments or suggestions to make Any comments or suggestions to make this transition as easy as possible this transition as easy as possible would be greatly appreciated.would be greatly appreciated.

• Comments/suggestions can be sent Comments/suggestions can be sent via email to:via email to:

Sharon BarqueiroSharon Barqueiro

Sharon.barqueiro@mcgill.caSharon.barqueiro@mcgill.ca

• Telephone:Telephone:

398.3254398.3254

Thank you for your time and energy in Thank you for your time and energy in helping make this a success!helping make this a success!