Transcript Document

University
Technology
Services
IT Briefing
Thursday, October 18, 2007
IT
Briefing
AGENDA FOR OCTOBER 2007
INCIDENT MANAGEMENT
CHANGE MANAGEMENT
WEB HOSTING
LANDESK UPDATE
REVISED DESKNET CHARTER
EXCHANGE UPDATE
KAREN JENKINS
JOHN ELLIS
2
VARIOUS CTS UPDATES
Karen Jenkins
quick
updates
ANNOUNCEMENTS
REMINDER – POWER OUTAGE SCHEDULED FOR THE NORTH
DECATUR BUILDING DATA CENTER
• Numerous HealthCare and University services affected
• Sunday November 4th from midnight – 6:00am (6 hours total)
• Please refer to handout
ITIL TRAINING
• Will be offering a one day awareness training
• Interested parties please contact [email protected]
• Stay tuned for date(s) and details
• Seating will be limited to first come first serve (about 5-10 seats)
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upcoming
initiative
CONTENT MANAGEMENT SYSTEM
BUILD ON TO EXISTING WORK AND FINALIZE REQUIREMENTS
• Working with Adelle Frank and company
• Volunteers send email to [email protected]
REQUIREMENTS SCOPE IS ENTERPRISE-WIDE
INITIAL IMPLEMENTATION SCOPE TO INCLUDE SMALL SUBSET OF
SITES/PAGES (WWW.EMORY.EDU)
HIGH LEVEL PLAN
• Kick-off - late November
• Gather & finalize requirements - December
• Product selection - January
• Governance submission - Spring
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incident
management
QUEUE & CATEGORIZATION
AGING REPORT SHOWS SIGNIFICANT OUTSTANDING INCIDENTS
TODAY INCIDENTS, PROBLEMS, CHANGES, AND WORK REQUESTS
ALL WITHIN THE SAME MODULE
• Utilize Operational Categorizations to differentiate
• Problems or Incidents use Tier 1 of “Problem”
• For other general requests use Tier 1 of “General”
LINDA ELLIS WILL FILL THE ROLE OF INCIDENT MANAGER
• Defining roles and responsibilities for this position
• Focus will be on UTS queues but will assist other teams as needed
• Defining response time goals for various types of requests
ALL PLEASE ASSIST BY MONITORING AND CLEANING UP YOUR
QUEUES – RESOLVE OLD OUTDATED NON-APPLICABLE REQUESTS
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incident
management
CURRENT AGING REPORT (ALL REQUESTS)
School / Unit
3 days or
less
3 weeks to
3 days
3 months to 3
weeks
Greater
than 3
months
School of Medicine
18
73
96
185
Academic & Administrative IT
53
79
144
180
Development & University Relations
15
39
53
53
Business Management
3
6
18
42
Vice President for Finance
5
9
20
41
Campus Life Activities
2
6
15
34
Candler School of Theology
0
0
2
25
School of Law
2
6
20
20
Emory Healthcare
0
0
2
17
Network Communications Division
11
23
27
16
Emory College
7
30
32
12
7
change
management
NEW APPROACH
NEW INTERNAL UTS PROCESS FOR CHANGE MANAGEMENT
TERMINOLOGY
• Change Requester – Individual or department submitting a Request for
Change (RFC)
• Change Review Board (CRB) – Coordination & technical
review/approval for medium risk RFCs
• Change Advisory Board (CAB) – Review/approval enterprise/high risk
changes
• Emergency Change – Requires immediate implementation to correct a
disruption or outage of service
• Standard Change – A pre-approved change that is low risk, relatively
common and follows an established procedure
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change
management
RISK ASSESSMENT
Risk Level Description
Notice
Approver
1&2
Pre-approved Standard Change
n/a
Requester
3
Change is related to a single application or service and
side-effects can be safely excluded
1+ week
CRB
4
Change affects several applications or services; or a
large number of users
2+ weeks
CRB
5
Change affects a major part of the business-critical
infrastructure
2+ weeks
CAB
• UTS teams have completed a Risk Assessment for each service that
identifies the Risk Level for common RFCs – minimum of 10 per service
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change
management
SCHEDULE
FIRST PHASE UTILIZES EXISTING TOOLS (EMAIL & CM25)
PROCESS INCLUDES NOTIFICATION OF ENTERPRISE CHANGES VIA ITALERT
ALL RISK LEVEL 3,4, & 5 RFCS WILL BE POSTED ON CM25
(FORWARD SCHEDULE OF CHANGE)
ROLLOUT
• User Guide distributed to staff (10/26)
• Review processes with each UTS department (11/5 – 11/9)
• Go-Live (11/12)
ITERATIVE PROCESS – THE APPROACH WILL CONTINUE TO BE
REFINED AS NEEDED!
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web
hosting
JULIA LEON PLAYBOOK
11
web
hosting
UPDATE
IT.EMORY.EDU GOING LIVE TODAY IN NEW ENVIRONMENT!
OTHER PILOT SITES TO BE ADDED AND TESTED NEXT WEEK
WORKING ON MIGRATION PLAN THAT WILL GROUP SITES
LOGICALLY TO EASE BURDEN ON DEVELOPERS (SECURE.WEB)
MIGRATION GUIDE IS POSTED ON IT.EMORY.EDU/MIGRATION AND
WILL BE UPDATED AS NEEDED – PLEASE CHECK THE WEBSITE
FOR CURRENT INFORMATION
12
upcoming
initiative
CONTENT MANAGEMENT SYSTEM
BUILD ON TO EXISTING WORK AND FINALIZE REQUIREMENTS
• Working with Adelle Frank and company
• Volunteers send email to [email protected]
REQUIREMENTS SCOPE IS ENTERPRISE
INITIAL IMPLEMENTATION TO INCLUDE SMALL SET OF SITES/PAGES
(WWW.EMORY.EDU)
HIGH LEVEL PLAN
• Kick-off late November
• Gather & finalize requirements December
• Product selection January
• Governance submission Spring
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LANDesk
UPDATE
NEW TEAM MEMBER
• Welcome Tom Armour!
TWO TRAINING DATES
• Week of October 22nd
• Week of October 29th
• Each unit planning to utilize LANDesk (core server or local server) must send at least
one representative to training or attend vendor provided training at one of LANDesk’s
training centers
WHSCAB SUPPORT NEED IMPACTED PROJECT SCHEDULE
• Revised date for Proof of Concept (November) – email coming soon with more details
• Revised date for production ready (December 10) – on this date schools/units can begin
utilizing core server to manage their environment
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DeskNet
REVISED CHARTER
CURRENT CHARTER
• Define and update campus desktop/laptop hardware and software
standards
EXPANDED SCOPE
• PDA standards / recommended devices
• Remedy & LANDesk
• Identify, evaluate, and prioritize work requests
• Actively participate in test, acceptance, and proof-of-concept areas
• Define and document standards, policies, and procedures
• Research, investigate, and recommend continuous improvement areas (new
modules, PDA support, etc.)
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DeskNet
NEXT STEPS
REVIEW MEMBERSHIP
• One member from each school / unit – send email to [email protected]
• Members empowered to represent business needs of their unit
• Members will be given tasks as well as assisting with priority setting
MEETING FREQUENCY
• Increase to a monthly meeting – revisit as needed
FIRST CHARGE IS TO DOCUMENT AND DETAIL THE NEW CHARTER
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Questions
17
EXCHANGE UPDATES
John Ellis
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