supporting the mobile client: expanding our borders

Supporting The Mobile Client:Expanding Our BordersSupporting The Mobile Client:Expanding Our Borders

John GuidoneManager, Desktop Technologies

and

Dawn E. ColoneseManager, Help Desk & Client Access

What We Will Cover TodayWhat We Will Cover Today

• What is mobile computing and who is doing it?

• What are the questions and strategies used we used to support developing technology?

• How did we know it was time to start supporting mobile users?

• We will not cover– BlackBerry Enterprise Server (BES), Good Link, Citrix,

imaged computers

• What is mobile computing and who is doing it?

• What are the questions and strategies used we used to support developing technology?

• How did we know it was time to start supporting mobile users?

• We will not cover– BlackBerry Enterprise Server (BES), Good Link, Citrix,

imaged computers

Definition of a Mobile ClientDefinition of a Mobile Client

Anyone who leaves their main office and expects network computing support

Examples are:– Telecommuters (home computer)– Roaming users (laptops in Yale buildings)– Library and cafes – Traveling (laptops, smart phones, PDAs)– Satellite offices and clinics (desktops, laptops,

smart phones, PDAs)

Anyone who leaves their main office and expects network computing support

Examples are:– Telecommuters (home computer)– Roaming users (laptops in Yale buildings)– Library and cafes – Traveling (laptops, smart phones, PDAs)– Satellite offices and clinics (desktops, laptops,

smart phones, PDAs)

Support Challenges for Mobile ClientsSupport Challenges for Mobile Clients

1. How do we adapt to change in technology?

2. How do we keep a computer secure?

3. How do we collaborate with other departments?

4. What is the best method to stay connected?






• Listen

• Limit

• Train

• Listen

• Limit

• Train









ListenListen

• Make the technology available to your IT people

• Facilitate and create a user group that are responsible for the devices

• Listen to your clients: monitor Help Desk calls, listen to anecdotal, hallway conversations, look for trends

• Make the technology available to your IT people

• Facilitate and create a user group that are responsible for the devices

• Listen to your clients: monitor Help Desk calls, listen to anecdotal, hallway conversations, look for trends









As a direct result of listening to our clients, we expanded Help Desk hours.

LimitLimit

Service Level Agreement (SLA)

• Be specific on what you can support and your limitations

• Non-Yale user names and passwords

• Use of non-ITS recommended hardware or OS

• Initial setup of internet access

• Special ISP configuration/information

• Call duration

Service Level Agreement (SLA)

• Be specific on what you can support and your limitations

• Non-Yale user names and passwords

• Use of non-ITS recommended hardware or OS

• Initial setup of internet access

• Special ISP configuration/information

• Call duration









Service Level Agreement (SLA)Service Level Agreement (SLA)









Published at our web site

Item Verify

Account

Install and

Configure Diagnose Initiate

Fix

Provide Functional

Support

Provide Information/

Recommendations Make

Escalation Make

Referral

AntiVirus X X X X X X X

Centralized Files Service X X X X X X X X

Email, Yale X X X X X X X X

Internet Access, Non -Yale ISP X X X X X X

Modems and Routers X X X X X X X

Network, Yale X X X X X

Operating Systems X X X X X X

PDA X X X X X X X

PPP Remote Access X X X X X X X X

Printing at Yale Network X X X X X X X

Web Browser X X X X X X X

Wireless, Yale X X X X X X X

Wireless, Home ISP X X X X X X

VPN Remote Access X X X X X X X X

Server Based Applications

YAMS X X X X X X

AS/400 X X X X X X X

IDX X X X X X X

Brio X X X X X

BMS 2000 X X X X X X X

Hospit al Applications X X X X X

Library Applications X X X X X

Facilities Applications X

Oracle Financials X X X X X X X

Specialty Web X X X X X X X

Productivity Software X X X X X X X

Sample Home Set-Up NetworkSample Home Set-Up Network









Training for staff - Boot CampTraining for staff - Boot Camp

Sample question from Boot Camp trainingfor new employees.

Sample question from Boot Camp trainingfor new employees.









Which answer does not apply before starting the Linksys router configuration setup?

a. The computers have internet access with the current setup i.e. DSL/cable modem

b. The wired/wireless networking cards are installed in each computer that will connect to the router.

c. Power cycle the routerd. Any special configuration instructions / information

from your ISP

Training for staffTraining for staff

• Attend conventions, classes and trades shows.

• Learn from each other.

• Use support staff’s home setups to help with testing.

• Train your clients to use recommended products.

• Document installation, configuration and troubleshooting guidelines for new services.

• Documentation is updated by staff either on a schedule or as needed.

• Attend conventions, classes and trades shows.

• Learn from each other.

• Use support staff’s home setups to help with testing.

• Train your clients to use recommended products.

• Document installation, configuration and troubleshooting guidelines for new services.

• Documentation is updated by staff either on a schedule or as needed.










Documentation• Wireless Security Screen• Security settings and WPA/Pre-Shared Key• Encryption Methods• Advanced Encryption Standard (AES)

Documentation• Wireless Security Screen• Security settings and WPA/Pre-Shared Key• Encryption Methods• Advanced Encryption Standard (AES)


















New computer lab










New computer lab with web cam


How do we secure a device that is not in our “controlled” environment and has the possibility of multiple users including spouses and children?

How do we secure a device that is not in our “controlled” environment and has the possibility of multiple users including spouses and children?









Security is a Snap!Security is a Snap!

…<p><br> Also see: </p> <ul> <li><a href="Alerts.html" class="columnText">Security Announcements </a></li> <li><a href="http://vectra.med.yale.edu/pipermail/itpartners-list/">ITpartners-list Archives </a></li> </ul></td> <td width="20"> </td> <td colspan="3"><h2 class="noTopMargin">How to Prevent Problems</h2> <ul> <li><a href="goodmeasures/WBP/index.html"> Best practice & HIPAA requirements </a></li> <li><a href="goodmeasures/index.html">Safe Computing: Clear Advice</a></li> <li><a href="PersonalFirewallProtection.html">Personal Firewall Protection</a> and <a href="http://its.med.yale.edu/software/remoteaccess/vpn/">VPN</a></li> <li><a href="goodmeasures/ProtectingYourIdentity.html">Identity Theft</a> || <a href="goodmeasures/phishing/">Phishing</a></li> <li><a href="PDA/index.html">PDA security</a></li> <li><a href="wireless/index.html">Wireless security</a></li> <li>Remote Access and <a href="VPN/NetBIOS.html">Windows Networking</a></li> </ul> <h2 class="noTopMargin">Virus/Malware information</h2> <ul> …

…<p><br> Also see: </p> <ul> <li><a href="Alerts.html" class="columnText">Security Announcements </a></li> <li><a href="http://vectra.med.yale.edu/pipermail/itpartners-list/">ITpartners-list Archives </a></li> </ul></td> <td width="20"> </td> <td colspan="3"><h2 class="noTopMargin">How to Prevent Problems</h2> <ul> <li><a href="goodmeasures/WBP/index.html"> Best practice & HIPAA requirements </a></li> <li><a href="goodmeasures/index.html">Safe Computing: Clear Advice</a></li> <li><a href="PersonalFirewallProtection.html">Personal Firewall Protection</a> and <a href="http://its.med.yale.edu/software/remoteaccess/vpn/">VPN</a></li> <li><a href="goodmeasures/ProtectingYourIdentity.html">Identity Theft</a> || <a href="goodmeasures/phishing/">Phishing</a></li> <li><a href="PDA/index.html">PDA security</a></li> <li><a href="wireless/index.html">Wireless security</a></li> <li>Remote Access and <a href="VPN/NetBIOS.html">Windows Networking</a></li> </ul> <h2 class="noTopMargin">Virus/Malware information</h2> <ul> …









How do we keep a computer secure?How do we keep a computer secure?

Solutions are: • Best Practices

– Self help

– Patch management

– Antivirus

– SSL

– VPN for wireless and home

• System and Networking Policies

– Lost devices

– Encryption

– Limited enforcement but consequences

• Use HIPAA security rule to set best practices

Solutions are: • Best Practices

– Self help

– Patch management

– Antivirus

– SSL

– VPN for wireless and home

• System and Networking Policies

– Lost devices

– Encryption

– Limited enforcement but consequences

• Use HIPAA security rule to set best practices









CollaborationCollaboration









To be successful and offer quality support, departments need to partner and collaborate (i.e. sharing resources and knowledge).

CollaborationCollaboration

• Telecom

– First point of contact

• Security

– VPN, remote desktop, SSL, anti-virus

• Library

– Student needs, medical and reference software

– Proxy services electronic journals

• Law School, School of Management, Central IT

– Keep support consistent/leverage resources

• Inside our own support organization

– Help Desk, Desktop Support, Walk-in

• Telecom

– First point of contact

• Security

– VPN, remote desktop, SSL, anti-virus

• Library

– Student needs, medical and reference software

– Proxy services electronic journals

• Law School, School of Management, Central IT

– Keep support consistent/leverage resources

• Inside our own support organization

– Help Desk, Desktop Support, Walk-in









Collaborating with other departmentsCollaborating with other departments

Level of Support

Tim

e and Effort

Cost

No Support, against policy

One device for all problems

A method for each need

Anything, anywhere1. How do we adapt

to change in technology?









Buying a laptop is not the only way to stay connected

Buying a laptop is not the only way to stay connected









Stay connected best methodsStay connected best methods

• Kiosk

– Email, meetings, contacts, task list

• Remote Desktop

– Difficult to setup and stay synchronized

– Any laptop will work

• Laptop

• Mobile technologies

– PDA

– Smart phones

• Kiosk

– Email, meetings, contacts, task list

• Remote Desktop

– Difficult to setup and stay synchronized

– Any laptop will work

• Laptop

• Mobile technologies

– PDA

– Smart phones









Reasons for getting a PDAReasons for getting a PDA

1. You need to check and briefly respond to your email when traveling

2. To briefly record simple messages, or access simple notes

3. Check and make appointments

4. Pocket Medical Reference guides

5. Filling out small forms electronically (usually requires custom coding)

1. You need to check and briefly respond to your email when traveling

2. To briefly record simple messages, or access simple notes

3. Check and make appointments

4. Pocket Medical Reference guides

5. Filling out small forms electronically (usually requires custom coding)









What is still left to doWhat is still left to do

• International travelers

• Managing devices at home

• Can our support staff make home visits?

• Boot Camp into Training Management System

• International travelers

• Managing devices at home

• Can our support staff make home visits?

• Boot Camp into Training Management System

Conclusions with lessons learnedConclusions with lessons learned

• It takes consistent effort to maintain. With new services, you should start small and expand gradually.

• Have a vision for how you will provide support for mobile users.

• Provide policies and guidance as we are already doing this support. Don’t let fear or denial motivate your decision.

• Work with the Telecom or the procurement department to agree on one cell phone service provider.

• It takes consistent effort to maintain. With new services, you should start small and expand gradually.

• Have a vision for how you will provide support for mobile users.

• Provide policies and guidance as we are already doing this support. Don’t let fear or denial motivate your decision.

• Work with the Telecom or the procurement department to agree on one cell phone service provider.

Resource ListResource List

• Library PDA applicationshttp://info.med.yale.edu/library/technology/PDA/

• Standard System and Network Security http://its.med.yale.edu/security/goodmeasures/WBP

• Hardware/Software and Configurationshttp://its.med.yale.edu/hardware/mobile_technology/http://its.med.yale.edu/software/mobile_technology/

• General Hardware Recommendations http://its.med.yale.edu/hardware/hardware.html

• Service Level Agreementhttp://its.med.yale.edu/help

• Library PDA applicationshttp://info.med.yale.edu/library/technology/PDA/

• Standard System and Network Security http://its.med.yale.edu/security/goodmeasures/WBP

• Hardware/Software and Configurationshttp://its.med.yale.edu/hardware/mobile_technology/http://its.med.yale.edu/software/mobile_technology/

• General Hardware Recommendations http://its.med.yale.edu/hardware/hardware.html

• Service Level Agreementhttp://its.med.yale.edu/help

Specific technology Samsung i730, Treo 650, Blackberry 7250, Lynksys Netgear, Cisco VPN 4.7 Cisco Concentrator 3000 Remote Desktop Windows, VNC for Mac

Supporting The Mobile Client:Expanding Our BordersSupporting The Mobile Client:Expanding Our Borders

Q & A

supporting the mobile client: expanding our borders

Documents

best method

computer secure

technology available

developing technology

mobile users

mobile computing

mobile clientanyone

mobile clientshow