it briefing it briefing.pdf · university technology services. people. ... architecture changes ......
TRANSCRIPT
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IT Briefing
October 15, 2009
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• FY09 Review & FY10 Goals
• ITSMO Update
• Security Update
• UTS Web Hosting: New Features and Future Plans
• Brett Coryell
• Karen Jenkins
• Brad Judy
• Elliot Kendall
Agenda
October 15, 2009
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FY09 Review & FY10 Goals
Brett Coryell
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Answer: $130
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Fine print
Equipment, installation, taxes, franchise fees, the Regulatory Recovery Fee or other applicable charges
(e.g., per call or international charges) extra.
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Excludes programming filmed in 1080p.
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Not all features, including McAfee, compatible with Macintosh systems.
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$29.95 activation fee applies.
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EMTA required ($3/month).
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Service (included 911/emergency services) may not function after an extended power outage.
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Call for restrictions and complete details.
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The Triple Play
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81,000 wired locations
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Almost 2,000 wireless
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Advanced phone features
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20x Faster
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8,000 calls per day
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6,000 pagers, 14 transmitters
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Live desktop support
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Websites for 100 departments
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Collocation. Hosting.
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Imaging, scheduling, calendaring
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Admitting, teaching, grading
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A small thing called payroll
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Accounting. Purchasing.
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AV Support for 200+ rooms
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Gobs (1 million GB) o’ storage
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Our cost?
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Wait for it …
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Innovation
2000 2007 20xxNetCom
CIO
Enterprise
ITIL & PMStrategic
Operational ExcellenceFoundationConsolidation
UTS Next Wave
Next WaveStrategic Themes
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2009
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Vision
Help Emory create the future.
Push the line down.
RunningToday
BuildingTomorrow
UTS Budget
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7 Guiding Principles
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Serv
ice
Ce
nter
Ente
rpri
seSe
rvic
es
Ente
rpri
seA
pplic
atio
ns
Aca
dem
icA
pplic
atio
ns
Infr
astr
uctu
re
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Structure
Integration
IT Service Management Office
Project Management Office
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Major Initiative
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Then reality sets in
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Emory loses $1.0 - $1.5 billion
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Stanford loses $4.6 billionYale loses $5.6 billion
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The Dip
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Project throughput increased 30%Speed through Governance decreased
50%
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134 seats of ITSM training379 seats of PM training over 2 years
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Active Directory, LDAP, Web Hostingredesign
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Extra edge & serverrefresh
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MySoft, Remedy, LANDesk, Symantecupgrades
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Firewall, RAC, & Storageexpansion
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Element monitoringacross all CIs
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Introduced new services:Server Virtualization
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Enterprise Service BusSubversion
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Service CatalogService Level Agreements
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Business Intelligence POCSRMA
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iTunes U & PharosWith no new staffing
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Wireless ‘N’ Trials
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Increased productivity:Field Services, Coordinators
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PS DevelopersSystem Administrators
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Service DeskCox Hall
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• Gift phones
• Wireless dorms
• Retire Kronos
• Retire eGenera
• Service-now
• Mysoft Shopping Cart
• Reduce overtime
• Fiber ring optics debt
• Self service phones
• Print quotas
• Retire the mainframe
• Staff reductions
Ideas
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People
Stewardship
Partnership
Change IT spend for customers
Deliver fast service
Training Job Families Core ToolsEmployee
Engagement
Reliable Customer
Experience
Increase Productivity
Improve Financial Outlook Protect Key Assets
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IT Service ManagementGood
Practices
Project Management
Innovation
University Technology Services
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People
Stewardship
PartnershipSingle front door,
Service Desk
Matrix management
Job Family System
Weekly status report
Training & performance
Single construction door, BRMs
Implement FY10 Cost Savings Ideas
Automation,
Self-ServiceStrengthen
Security
68
Increase project
throughputGood
Practices
Incident & Request SLAs
IT-Alert & Change
Director Common Goals
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Questions
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ITSMO Update
Karen Jenkins
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SMCC Members:Enid Britton, UTSLuciano Dalla Venezia, UTSDana Haggas, UTSTiffany Kady, SPHMary Kinney, UTSWeiMing Lu, CollegeJoel Thomas, SOM
Service Management Competency Center
ITSMO Update
Steering Committee:Mark Conde, SPHChuck Elliott, SOMKaren Jenkins, UTSCarole Meyers, College
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Incident Status
72
ITSMO Update
0
50
100
150
200
SOM Finance UTS College Campus Life B-School
Open > 3 Weeks
Total for all Support Organizations = 477
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Incident Quick Wins
73
1. Verify Request Type = Incident (not Work Order)
2. Contact customer to verify incident is still open/active
3. Promptly resolve!
ITSMO Update
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ITSMO Update
Incident Management Reminder
Enter detailed information in Work Info!!
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Informational Sessions Dates
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November 13 and December 49 -11am, 4th Floor Auditorium, NDB
Subversion Overview and its Use at EmorySource Code Version ControlSoftware Build and PackagingSoftware Configuration Management
Register at:https://wiki.service.emory.edu/display/cita/Training+
in+Subversion+at+Emory
Subversion Training
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Technical Developer Sessions Dates
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November 16 and December 7th 9am-1pm, Location TBD
An introduction to version control, parallel development, and Subversion
Register at:https://wiki.service.emory.edu/display/cita/Training+in+Su
bversion+at+Emory
Subversion Training
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ITSMO Update
Questions
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Security Update
Brad Judy
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October Updates
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• National Cyber Security Awareness Month
• Monthly topic: Sensitive data security
– Be aware of what data you handle
– Everyone has a role in protecting data
• Security awareness group forming
• Topic survey coming soon
Security Update
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Security Update
Questions
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UTS Web Hosting
Elliot Kendall
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Agenda
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UTS Web Hosting
• Upcoming Architectural Changes
• The Web Technology Advisory Group (WTAG)
• New features
• Planned functionality
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Current Configuration
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Architecture Changes
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From Solaris to Linux
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Architecture Changes
• One of our last Solaris hold-outs• Difficult to support• Ships with less/worse software than a
modern Linux distribution• So, custom-built software
• Not much user-visible change
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From Monolithic to Distributed
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Architecture Changes
• Currently, two redundant web servers• Limited isolation – a problem can easily
affect all sites
• Splitting hosting into pairs of redundant VMs
• Isolate high-profile sites, and problematic software (ColdFusion)
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From Solaris NFS to NAS
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Architecture Changes
• Non-preferred OS on weird hardware• Only semi-redundant• Stability problems: VXFS, proprietary
hardware drivers
• NAS is reliable, high-performance, dedicated appliance
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From SFTP to WebDAV
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Architecture Changes
• Currently use ACLs for permissions• Slow to make changes• Difficult to manage• Easy to get out of sync• NAS does not support
• Switching (back) to WebDAV fixes these problems
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SFTP to WebDAV: Customer Impact
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Architecture Changes
• Must reconfigure Dreamweaver, Contribute and Webdrive
• Others (Tectia, Fetch, Fugu, etc.) must be replaced
• Transition coming soon – winter break at latest
• Will institute 2-3 day change freeze afterward to allow roll-back
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Who we are
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WTAG
• WTAG is the Web Technology Advisory Group
• Sponsored by UTS in June• Composed of web admins/developers
from throughout the enterprise• John Mills, Daryl Sistrunk, Adelle Frank,
Wendy Darling, Donna Merit, Lee Clontz, Elliot Kendall
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What we do
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WTAG
• Facilitate development of new functionality for UTS Web Hosting
• Monitor customer needs• Recommend technologies for deployment• Evaluate offerings prior to public release
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How you can help
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WTAG
• Let us know what you like and don’t like• What do you need that we don’t offer?• How can we get you to switch from off-
site/DIY web hosting?• [email protected]
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Blogs
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New Functionality
• Powered by Wordpress Mu• Anyone with an Emory ID can make a blog
– go to blogs.emory.edu• Can authorize non-Emory people to post• Use default Emory “standard template”
theme or make your own• Still in beta testing!
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Message Boards
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New Functionality
• Customers with a site on UTS hosting can get a message board
• Configurable privacy – public, Emory-only, limited group, etc.
• Optional moderation• Emory “standard template” theme• Anti-spam technology• Get one: help.emory.edu or 7-7777
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Email and Database Forms
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New Functionality
• Need a simple web form to collect responses?
• Receive responses via email, or retrieve as a spreadsheet
• CAPTCHA support• Minimal configuration – no code to write!
• it.emory.edu/webforms
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Enterprise Web Hosting
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New Functionality
• Need something we don’t offer as part of standard web hosting?– Shell access– Your own ColdFusion instance– MySQL– Complete isolation from other sites
• Add-on for UTS Infrastructure’s hosted VM offering – standard costs apply
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Self-service permissions changes
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Planned Functionality
• Grant and revoke edit access to websites without calling UTS
• Has been ready for months, but bugs in Solaris NFS server kept it from being released
• Also upload/download files from the web, ala WebDrive
• Coming soon after WebDAV switch!
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Surveys
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Planned Functionality
• Tired of paying for Surveymonkey?• UTS-hosted LimeSurvey install in
development• Usual goodies: Emory ID integration,
“standard template” theme, etc.• Probably in next 6 months
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Make .htaccess files in Cascade
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Planned Functionality
• Take some of the effort out of .htaccess files
• Use a web form in Cascade to select options
• Cascade users only, of course• In early development – maybe next 6
months
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Wikis
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Planned Functionality
• Easy collaboration between members of the Emory community and others
• WYSIWYG editor or wiki markup• In early planning – no release date
estimate
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Support more programming languages
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Planned Functionality
• Java/JSP, Python, Ruby, etc.• Probably not ASP, .NET, C#• More modern/easy to support than
ColdFusion• In early planning – no release date
estimate
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UTS Web Hosting
Questions