Information Technology

IT Briefing August 2007

Information Technology

IT Briefing August 16, 2007

     Announcements & updates Wireless updates iTunesU 8/8 Core Upgrade General Q&A      Karen Jenkins Stan Brooks Alan Cat Paul Petersen Karen Jenkins 1

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Announcements & Updates

Karen Jenkins

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Organizational Announcements

Office of Information Technology (OIT) Health Sciences and Research University Technology Services (UTS) Emory Healthcare Information Services (EHc IS) IT Finance and Administration (ITFA) Academic Technology Services (ATS) Client Technology Services (CTS) Administrative & Data Services (ADS) Infrastructure Technology Services (ITS) Network Communication Services (NCS) 3

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F&A Desktop Support Action Plan

   Recommendation from Mike Mandl and the F&A executive leadership team Goals & Objectives  Provide a consistent quality of IT services (SLAs)     Eliminate redundancies Better leverage support personnel Improve continuity and coverage Ability to provide desktop support to smaller departments Team identified to gather requirements, feedback and concerns  John Connerat, Dwayne Hamrick, Karen Jenkins   IT Liaison being identified in each department Meetings will be scheduled over the next several weeks 4

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LANDesk & Web Hosting

   LANDesk Update  Hardware ordered – estimated arrival ~9/10  Tentative training sessions   Week 1: October 15 – 19 Week 2: November 11 – 2 Web Hosting Update  Revised plan based on reduced resources    Finalizing test and acceptance plans, software and services build, tools, and scripts Working on user documentation (Migration guide, web site updates, etc.) Tentative pilot mid-September Any input for desktop hardware procurement?

 Email specific comments to [email protected]

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Remedy Ticket Transfer Requirements

  Transfer Incident tickets from one Remedy system to another (Healthcare to/from University)     Provide easy to use and consistent method in each system (i.e., transfer button) Transfer required fields to/from each system Provide ability to transfer to specific groups Notifications must only be sent from originating system Provide ability for customers to view their Incidents in each system  http://help.emory.edu

system must have a view into each * Requester console on VDT must have a view into each system

*Change order based on input from campus representatives

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Required Fields

 Initially require the following fields are populated before a ticket may be transferred to each of the systems

Required Fields

Worklog – all changes plus any required NetCom data Resolution (once status is set to Resolved) Status Priority, Urgency, Weight, and Impact Customer ID Operational Category (tiers 1 & 2, and 3 when needed) Product Category (tiers 1 & 2, and 3 when needed) Product Name Attachments*

*Change order based on input from campus representatives

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Group Transfers

 Initially allow for the transfer of tickets to the following specified groups. Provide mechanism to easily add/change/remove groups.

To: Healthcare Groups (from University system)

Call Center VDT GroupWise Security TBD

To: University Groups (from Healthcare system)

Help Desk Email (Exchange) NOC Data Center Storage Operations eResearch Blackboard Security TBD 8

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Notifications

    Incident numbers can not be synchronized; therefore they will be different in each system All notifications must be sent from the originating system so the customer always receives and references the same Incident number Notifications to the customer will be suppressed in the “transferred” system When manually sending email from the system, the original ticket number will be used and the reply sent to the originating system 9

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Out of Scope

   Transfer of any other type of ticket other than Incident  Scope does not include Problems, Tasks, Change, Broadcasts, etc.

Scope does not include any view forms – i.e. areas such as account requests that require specific fields Scope does not include decision trees, scripts, templates, or other areas configured and customized in each system 10

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Status & Schedule

    Funding for consulting identified and approved by both EHc IS and AAIT Utilizing consultant that assisted with both implementations (already has knowledge of our environments) Estimated Start Date = 9/24/07 Estimated End Date = 11/30/07 11

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Questions

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Wireless Updates Stan Brooks 13

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Pending Wireless Architecture Changes     Aruba Code Upgrade    Completed earlier this morning To address a security flaw and add new features Academic network only at this time ResNet Wireless Clients to be NAT’ed EmoryGuest “other” device registration Academic Wireless Clients to be NAT’ed 14

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Arrival Weekend: ResNet NAT

      NAT all wireless ResNet clients Continue to use NetReg for wireless and wired clients In anticipation of increased number of clients  Additional IP resources added  Double the IP space of last year  Easy to add additional resources if growth exceeds estimates Tested at Woodruff Residential Center since Monday Moved the rest of ResNet earlier this morning Can easily back out if problems arise March 2006 to April 2007 15

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Arrival Weekend: iPhones, etc

     Implemented MAC authentication database for EmoryGuest SSID Will turn on EmoryGuest SSID in ResNet   NO Captive Portal Authentication in ResNet Captive Portal Web Pages will refer to EmoryUnplugged configuration documents Current Registration will have same role as guest users  Web browsing, VPN, 500kbps bandwidth limit Plan to have specific roles for      iPhones PDAs (Win/Palm/other) Game consoles (Xbox, Playstation, Wii, etc) Personal game consoles (PSP, DSlite, etc) Other devices Manual registration process initially – NetCom/HelpDesk/AAIT Security 16

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Academic Wireless: NAT Clients

   Prepare to NAT non-ResNet academic wireless clients Implement changes some time after Arrival Weekend Similar to ResNet wireless NAT   No NetReg on academic wireless 10.40.x.x address space 17

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Wireless Update

Questions

18

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iTunesU

Alan Cattier

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Info & Schedule

     Completed legal/contractual agreement ECIT will be the service owner and manage the iTunesU site Both a public and private content area available     Will launch public site once content reaches critical mass Private content available only to Emory authenticated users Emory must own copyright or expressed copyright to post the content Apple retains the right to post any public content on their main iTunesU site. They will review and receive approval from Emory as to how this is posted prior to posting.

Pilot Fall ‘07 Production Winter ‘08 20

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iTunesU

Questions

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8/8 Core Upgrade Debrief

Paul Petersen

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Just After the Upgrade

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First Sign of Slowness Issues

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Initial Problem Isolation

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Problem Isolation Process

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Problem Isolation Process

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Problem Isolation Process

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Router Code Reverted

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Problem Isolation Process

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Aruba Switch SYSLOG Traffic

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Why Did this Happen?

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Aruba Switch Traffic During NDB1 Reload

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Aruba Switch not able to contact Master

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Aruba Switch SYSLOG Traffic

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Corrective Action

   Redirected the Aruba ResNet switches to point to the SYSLOG server within ResNet Reduce the amount of log messages by reducing the logging level Opened up a ticket with Juniper NetScreen

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After Action Report

 A complete review of these events has been documented and recommendations for improvements will be made and acted on.

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Next Steps

  Upgrade COX1, COX2, NDB1, and NDB2  Tentatively Scheduled for week of September 17 th Migrate Admin Core/DMZ Firewall  Tentatively Scheduled for week of September 24 th

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Core Upgrade

Questions

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