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

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Faculty of Arts: LAN (Local Area Network) Service Level Agreement. Arts Administrative Group Presentation Thursday, January 25, 2007 Presented by: Sharon Barqueiro. Sharons desk: post holidays!. Happy New Year!. Seriously, though. Topic: - PowerPoint PPT Presentation


<ul><li><p>Faculty of Arts: LAN (Local Area Network) Service Level AgreementArts Administrative Group PresentationThursday, January 25, 2007Presented by: Sharon Barqueiro</p></li><li><p>Sharons desk: post holidays!Happy New Year! </p></li><li><p>Seriously, though.Topic: LAN (Local Area Network) Service Level Agreement between the Faculty of Arts and IST Customer Service (also known as ICS) Information Systems and Technology (IST) Customer Services </p></li><li><p>Objective from the ProvostAnthony C. MasiCIO (Central Information Office) Units combine people, processes and technology to achieve optimal levels in the delivery of IST (Instructional Service Technology) services.</p></li><li><p>Objective from Dean Christopher ManfrediTo provide the most innovative and advanced computer services to the Arts communityTo reduce costs without compromising service To improve the staffing situation in FAITS by providing more permanent positions and career opportunities</p></li><li><p>Current Situation in ArtsFAITS: Faculty of Arts Instructional Technology ServicesAdministrative, technical unit belonging to the Faculty of Arts Is an independent unit reporting to the Dean of Arts (Christopher Manfredi) but under the supervision of Associate Dean, Academic Administration and Oversight (Mary MacKinnon)</p></li><li><p>Organizational ProfileFour Major Components Funded by various sourcesFaculty of ArtsCentral UniversityStudent Funds (Arts Undergraduate Society)And revenue generated by printing, service calls, etc.</p></li><li><p>Component I: FAITS (Faculty of Arts Information Technology Services) AdministrationFAITS supervised by Luc Levasseur, Systems ManagerHas two administrative staff members, Lillian Lazarek, Administrative Coordinator and an Accounting Administratorprovides desktop, notebook, network, and help desk support for all faculty and staff within the Faculty of Arts, as well as some associate departments. </p></li><li><p>Component II: LAN (Local Area Network)</p><p>LAN runs the computer network for ArtsIncludes a lab supervisor, two permanent technicians, casual techniciansIs a first point of contact for all faculty and staff computing issues (e-mail, internet connectivity, software installations, hardware assessments, etc.). Provides desktop, notebook, network, and helpdesk support for all faculty and staff within the Faculty of Arts, as well as some affiliated departments. </p></li><li><p>Component II: LAN (Local Area Network)Is responsible for over 1,000 LAN connections to the Arts computer network including academic, administrative, technical and student connections Manages software, software installation/ changes to operating systems (e.g., Active Directory), distribution of computers and installation, etc.</p></li><li><p>Component III: LABORATORY FACILITYLAB responsible for running Arts research labs, student labs (graduate/undergraduate), AMLF (Arts Multimedia Language Facility)Employs a Lab Supervisor, 2 Permanent technicians and casual staffLarge component of funding comes from the Arts Undergraduate Society (AUS) and the Faculty of Arts</p></li><li><p>Component IV: ETG (Educational Technology Services)Educational Technology Group The Educational Technology Group (ETG) acts as a resource to instructors in the Faculty of Arts. provide support and training on a variety of technology available at the University. services include one-on-one assistance, workshops, and pedagogical consultation</p></li><li><p>Component IV: ETG (Educational Technology Services)Has one permanent management positionIs undergoing reconstruction depending upon the needs specified by Arts Provides assistance and advice on technological services including hardware and software devices to Arts staff</p></li><li><p>Current Problem Areas Insufficient funding for permanent positionsHigh staff turnover and dependence on casual staff Escalating costs for departments related to new staff hires, both academic and administrativeNeed to have FAITS associated with IT professionals for consultations, advice and career advancement and trainingNeed for inventory tracking system Two separate service systems for Arts; one for Dawson Hall and the other for all other Arts areasManagement of Software Licenses </p></li><li><p>ConsultationsFormed a workgroup in Arts with representatives from administrative, academic and research areas chaired by Associate Dean Mary MacKinnonConsultations with other Faculties who currently have SLAs Agricultural Sciences (MAC); Law and ManagementConsultations with FAITS and IMS, ICS and individuals at McGillRecommendations discussed and implemented into the service level agreement (ongoing)</p></li><li><p>The ProposalDelivery of central information technology (IT) support services to the Faculty of ArtsFaculty and staff customer support by web form, email or phone for PC and MAC including computers not authenticating to Active DirectoryFaculty of Arts Secretariat will move under one Service Level Agreement with the rest of Arts departmentsTeaching, research and student lab support (the latter two under separate agreements to be negotiated)</p></li><li><p>The Proposal (contd)Reduce operating costs for faculty IT support by eliminating the $45 per hour support service chargeInventory tracking system, streamline purchase of hardware and softwareMultiple faculty and staff machines supportedLaptop support as part of the academic laptop program Peripheral support: Personal Digital Assistants (PDAs (Palms and Blackberries), Printers, Scanners, SmartBoards, USB (Universal Serial Bus) storage devices, UPS (Universal Power Supply) units</p></li><li><p>The Proposal (contd)Software SupportAll software supported for faculty and staff images (Helpdesk, customer support and training)Management of software licenses including those not already managed by FAITSMaintenance and support of two Arts servers, ARTSWEB, ARTSTECHII</p></li><li><p>The Proposal (contd)Software Support License management Support for SIS, FIS and HRIS systemsSupport for Enterprise Data Warehouse queries</p></li><li><p>The Proposal (contd)Central Policy: Disposal of Fully Amortized Hardware Tracking of moveable assets; link to purchases from hardware/software purchasesImplementation of disk-wiping utility</p></li><li><p>The Proposal (contd)Staffing BenefitsTemporary positions become permanent (6 employees)More challenges and opportunities for these staff in a larger organizationAccess to knowledge base for solving problems (HEAT Help-desk Enterprise Automated Ticketing (software) ; peers)Professional development, membershipsSalary progression</p></li><li><p>Added Arts BenefitsThe same Arts staff will be servicing ArtsProvost to cover costs of adding additional personnel to service Arts needsArts Secretariat brought at no additional cost under central agreement for the Faculty of ArtsArts will be included in the discussion and acquisition of new technologies and services Back up from central services to replace staff on leaves or incidental illness</p></li><li><p>Added Arts Benefits (contd)ITSOC (Information Technology Support Oversight Committee) will be formed that consists of members from Arts Committee will be chaired by Associate Dean, Academic Administration and OversightMembers from ICS/IST will sit on this committeeMatters affecting the Arts LAN will be discussed and decided through this committee</p></li><li><p>Added Arts Benefits (contd)One central support number--one telephone number and available on-line form and email to handle service requestsRequests will be routed through the central ticketing service and redirected where appropriateLog of comments to be reviewed by Arts and ICS on a regular basis and system in place to deal with complaints in a timely mannerService reports to be reviewed on a continuing basis</p></li><li><p>Okay, how does this affect me?</p></li><li><p>Okay, how does this affect me?Change in the way we report computer problems (one central number) with alternate service request form and emailNo $45 an hour service fee!Same wonderful staffMore opportunities and collaboration for our FAITS staff with central service staff</p></li><li><p>Questions/Break for Coffee?</p></li><li><p>Levels of ServiceThere are four levels of service</p><p>Level 1: Response as soon as possible. Takes priority over all other service requests.Service outages require level 1 response. Servers should be available 24 x 7, except for routine scheduled maintenance and upgrades to be conducted outside of the Monday to Friday 9am to 5pm hoursService requests by individuals or groups relating to important matters such as computer breakdown at peak periods of examination times, research grant deadlines, etc. </p></li><li><p>Level 1 examplesICS will provide support services (first-line triage) related to the backbone and network infrastructure used for internet connectivity to ports in FA.Internet Connection and Campus Network Connectivity support includes support for Dial-up Access Service (DAS), Virtual Private Network (VPN), wireless and wired connections, and e-mail.ICS provides IS/IT security support against, for example, hackers, violations of aspects of the McGill Computer User Code of Conduct, and viruses.</p></li><li><p>Level 2 examplesResponse time within 4 hours (within the hours of 9:00 a.m. and 5:00 p.m., working days)Resolve password or intruder lockout issues requires a level 2 response Repair of Computers, Laptops and PDAs First stage: The initial request requires a level (4 hours) response depending on the urgency of the need. ICS will troubleshoot PC hardware to identify the source of the problem and, if the PC is under warranty, will coordinate the repair of the PC. </p></li><li><p>Level 2 examplesHardware troubleshooting requires a level 2-3 response, depending on reported urgency, and if alternative equipment can be used temporarily Single installation, relocation or configuration of desktop or printer that is replacing a non-functional unit requires a level 2 response </p></li><li><p>Level 3 examples</p><p>Response time within 24 hours (one working day)Requests for implementation of new accounts or to rename existing objects require a level 3 response Maintain security group memberships (additions or deletions) of Active Directory group objects require a level 3 response. Level 3 if this is a new printer that is replacing a non-functioning printer.</p></li><li><p>Level 4 examplesResponse time greater than (&gt;) 1 working dayLarger-scale deployment of new and redistribution of PCs and/or printers will be negotiated (usually requires a level 4 response) between FA and ICS. Once the initial request for service on a computer, printer, PDA, etc. (see level 1 example) is completed, i.e., a hot spare computer was temporary installed, the request for repairs require level 4 (2-10 days) response depending on the urgency of the need Requests for implementation of new applications require variable Response Levels, but generally level 4 (2-10 days) (depending on how urgently a particular application is needed).</p></li><li><p>List of Service Level examplesThis will be provided before the SLA is adopted so that we will all be on board with how long a particular service request will takeQuestions? Clarifications?</p></li><li><p>Where are we now?The Faculty is currently reviewing the Service Level Agreement very carefully to ensure that all of the Arts areas are covered.We intend to move departments over gradually at a time convenient for Departments.With the assistance of Kathleen Holden, our Communications Officer, we will be launching a communication plan which will consist of a) an icon on your desktop to link you directly with the ICS help desk, a sticker on your computer and/or the mouse pad with all of the help links. We will also have posters, coordinate communication via emails, etc.</p></li><li><p>Where are we now?Plan for implementation: Spring or Summer 2007 in a consultative phased process.Plans for bringing the SLA for the research area of Arts including research projects, graduate and undergraduate student labs, satellite labs, etc. will be a separate transition process.</p></li><li><p>Where are we now?We will also consider the future of the ETG (Educational Technology Group) with consultation from our faculty.</p></li><li><p>We need your help!Any comments or suggestions to make this transition as easy as possible would be greatly appreciated.</p><p>Comments/suggestions can be sent via email to:</p></li><li><p>Sharon Barqueiro</p></li><li><p>Sharon.barqueiro@mcgill.caTelephone:398.3254</p><p>Thank you for your time and energy in helping make this a success!</p></li></ul>


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