Re-thinking Computer Support in COS JP PETERS // IT DIRECTOR // COLLEGE OF SCIENCES

Transcription

1 Re-thinking Computer Support in COS JP PETERS // IT DIRECTOR // COLLEGE OF SCIENCES

2 Overview The Challenge The Top 7 Computer Support Time Suckers The Modern Computer Support Model

3 The Challenge

4 The Challenge Many devices (> 2100*) Desktops Laptops Tablets Phones *active, not including tablet/smartphones In different environments Windows Mac Used by our customers (> 1000) Faculty Staff Student Employees To accomplish various missions Teaching Research Administration Service Linux

5 Addressing the challenge Budget constraints force a multi-pronged approach: 1. Employment of competent, friendly staff 2. Standardization (hardware, software, support models) 3. Efficient business processes 4. Services to automate common tasks/processes

6 The Top 7 Computer Support Time-Suckers

7 The Top 7 most time-consuming technician tasks 1. Backing up and restoring user data and settings stored locally on the customer s device 2. Installing the operating system 3. Installing software 4. Finding and installing hardware drivers 5. Updating the operating system and software 6. Troubleshooting problems with any of the above 7. Performing any of the above on old, under-configured, or a vast array of different hardware and operating systems

8 4 things we can do to combat the Top 7 1. Standardize on hardware 2. Standardize on software 3. Put in place services to: Streamline operating system install and updates Streamline software application installation and updates, including ondemand install of software by the customer Store user files and settings on file servers, and off of the local computer Along with

9 4 things we can do to combat the Top 7 4. Develop a tiered support model that provides: Premium support for desktops and mobile devices to those who can operate within the standards and want to take full advantage of the most services possible Basic support for Mac and Linux desktops, providing services to integrate these systems as much as possible into the UCF ecosystem Bring Your Own support to those who want the minimum needed to access some resources, and are comfortable with administering their device and data themselves, on any device of their choosing

10 Introducing the Shared Services-Enabled Modern Computer Support Model! FLEXIBLE BUT STANDARDIZED, EMPOWERING BUT SECURED

11 Summary of changes: Premium Desktop Support (Previously Full Support ) Added Benefits: Access to heavily-discounted, high-performing desktops and All-in-ones vetted by IT managers across the institution Single-sign-on Central archiving On-demand/faster software install Automatic backup of my documents/desktop Wider range of settings that can be changed Faster turnaround on support Remote-desktop enablement Added/Clarified Requirements: Must be on UCF Domain (NET) Normal Limited User (non-admin)* Must use Recommended Configurations or other device approved via consult with COSIT or by COSIT director *COSIT director approval required for local administrator rights

12 Summary of changes: Premium Mobile Support (Also Previously Full Support ) Added Benefits: Access to heavily-discounted, highperforming laptops (tablets coming soon) vetted by IT managers across the institution Single-sign-on Access to shared resources on campus Central archiving On-demand/faster software install Faster turnaround on support Remote-desktop enablement to fully support desktop (where applicable) Added/Clarified Requirements: Must be on UCF Domain (NET) Must use Recommended Configurations or other device approved via consult with COSIT or by COSIT director Must use COS-provided file space for restricted/protected data. See policies.ucf.edu for more information on data classification. Customer responsible for locally/cloud stored data. Full encryption of hard drive

13 Summary of changes: Mac and Linux Support (Previously Best Effort ) Added Benefits: Single-sign-on where possible Central archiving (web client only) Remote-desktop enablement to fully-supported desktop (where applicable) Added/Clarified Requirements: Must use Recommended Configurations (Linux) or other device approved via consult with COSIT or by COSIT director No support for virtualization or dual-boot of Windows on any device with Linux or Mac OS installed natively Must be on UCF Domain (when possible) Must use COS-provided file space for restricted/protected data. See policies.ucf.edu for more information on data classification. Customer responsible for locally/cloud stored data. Encryption of hard drive (when possible) Personally installed software responsibility of customer* *Exceptions may be given for those departments providing direct contribution for Linux/research computing support

14 Summary of changes: BYOD Support (Previously combo of best effort and opt out ) Added Benefits: Limited support on a wide range of devices Central archiving (web client only) Checkout of college-licensed software for installation by customer Remote-desktop enablement to fullysupported desktop (if applicable) Networking (wired and wireless) support Added/Clarified Requirements: Device must be registered with COSIT prior to support being given Connection to the UCF wired network requires COSIT assistance; Wireless can be accessed without contacting COSIT. No access to COS-provided shared services (printing/file/software distribution), or other support outside of benefits listed

15 Questions? Challenge Support Models Customer Service BYOD Shared Services