remote infrastructure management: taking it services to the cloud (176022621)
TRANSCRIPT
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 1/18
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 2/18
Remote InfrastructureManagement:Taking IT Services to the Cloud
Bob Pescinski, IT Director/Program Manger with
CampusEAI Consortium at Raritan Valley Community
College
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 3/18
About RVCC
Raritan Valley Community College (RVCC) is an
accredited, coeducational, two-year, public,
community college located in North Branch
(within Branchburg Township), New Jersey.
RVCC offers Associate's degree programs leading
to an Associate of Arts (A.A.), Associate of Science (A.S.), Associate of Fine Art (A.F.A)
or an Associate of Applied Science (A.A.S.), as well as certificate programs and
continuing education courses.
8500 Students 130 Full-time faculty 370 Adjuncts
180 Full-time staff 190 Part-time staff
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 4/18
History & Environment
IT outsourced to SCT/SunGard/Ellucian since 1996
Banner & Luminis administrative systems
Web Study LMS
Extensive wired and wireless data network
84 physical and virtual
servers
Over 30 PC classroom labs
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 5/18
Challenges
• No historical records or documentation
• No documented processes in place
• Age of help desk tickets not defined, data not utilized• No risk assessments
• No known-error/RCA database maintained
• Absence of standard operating procedures
• Outdated inventory lists
• Technology falling behind
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 6/18
Options & Decision
Continue full outsourcing
Take all services in-house
Selectively outsource to local providers
The Decision:
“Rightsourcing” a combination of College staff with local
and remote contract services
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 7/18
Scope of Services
• Provide Technological Planning, Assessment, Administration,and Leadership support for the RVCC VP of Technology,
Planning and Assessment
• Provide Network Management Services
• Provide Server Management Services
• Provide Application Management Services
• Provide Remote Database and Programming Services
• Provide Server, Application, and Network Monitoring Services
• Provide Server, Application, and Network Backup and Storage
Management• Provide Technical Help Desk, End User Support and Services
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 8/18
Phase In
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 9/18
RVCC Organization
O n s i t e
R V C
C
Technical Lead, Networks Technical Lead, Systems Service Desk Manager
IT Director / ProgramManager
Chuck Chulvick
VP of Technology, Assessment & Planning
R e m o t e
SDA SDA SDA SDA
Help Desk Agents
Help Desk Supervisor
Remote Infrastructure Services Operations Manager
Network Operations Center
DBAs Microsoft Systems NetworkingProgrammers
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 10/18
Org Details
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 11/18
What makes it work?
Detailed inventory and documentation of systems andprocesses
Formal knowledge transfer procedure
The Help Desk
Complete transparency
Active remote monitoring
Process, Process, Process
Eg. change management, root cause analysis
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 12/18
Start-Up
Training:
Cross Domain Training
Training Plan
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 13/18
CampusEAI’s six-sigma practice
Define Measure Analyze Improve Control
Formulate
Problem /
Improvement
Statement
Measure
Magnitude &
Frequency of
Defects
Analyze
“When”,
“Where” and
“How” Defects
occur,
Explore
Opportunities
Determine How
Process can beFixed
Implement
Determine How
will the Processstay Fixed
Implement O B J E C T I V E
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 14/18
Accomplishments (so far!)
Updated & Centralized Documentation
Implemented standard operating procedures
Network improvements: Network and security assessment; Ethernet switch
replacement and OS upgrades; reliability improvements
Systems improvements: Active Directory upgrade and restructuring; server patch
management; Exchange upgrade
Inventory Management for hardware, software and consumables
SLA Management
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 15/18
Projects in progress
Office 365 migration
Upgrade of campus wireless network including implementing “BYOD”
Implementation of PC desktop management system
Implementation of virtual desktop infrastructure and pilot labs
Implementation of Microsoft SCCM
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 16/18
Lessons Learned
Do a realistic needs analysis
Be flexible – and make sure your vendors are too!
Regularly reassess
You can’t do more with less but you can do better with
less
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 17/18
Contacts
Me: Bob Pescinski [email protected]
Our VP: Chuck Chulvick [email protected]
CampusEAI www.campuseai.org
7/27/2019 Remote Infrastructure Management: Taking IT Services to the Cloud (176022621)
http://slidepdf.com/reader/full/remote-infrastructure-management-taking-it-services-to-the-cloud-176022621 18/18