Transcript COMTECH Welcome – November 15 / 2007

COMTECH – November 15 / 2007
Welcome
Agenda
• CIO Update
• Image Baby Image! Making PC Cloning More
Efficient
• Security Officer Report
• Electronic Communications Update
• Call Centre Anywhere
• Networking Update
• CANHEIT
• Closing - Questions and Answers
CIO UPDATE
Image Baby Image!
Making PC Cloning More Efficient
Carol Sin / Danny Wong
For ACM SIGUCCS 2007 Fall Conference
Before the presentation…
INFORMATION TECHNOLOGIES
Does your computer have an image
problem?
•Do you have a need to work around the pre-installed OS?
•Do you control your PCs?
•Who’s your Daddy?
BartPE is the answer.
INFORMATION TECHNOLOGIES
What is BartPE?
•BartPE is a pre-installation environment which runs
Windows regardless of the OS which is installed on
the PC
•Based on Microsoft’s WinPE
INFORMATION TECHNOLOGIES
What can BartPE do?
•Boot via CD, USB key, hard drive or network
•Network connectivity / Diagnostics
•Inventory collection / Remote management
•Ghost
… and much much more (especially with custom
plugins)
INFORMATION TECHNOLOGIES
BartPE – IT Labs Scenario
•New Machine (at least 512MB RAM)
•Boot from USB key into RAM Drive
•BartPE starts by loading network driver
•Pre-flight check (starts Famatech RServer)
•Inventory collection begins – new machine!
•Network speed verification
•Ghostcast session begins
INFORMATION TECHNOLOGIES
BartPE Screenshot
UCIT Customized version of BartPE
INFORMATION TECHNOLOGIES
Post-imaging tasks and timesavers
•Pre-sysprep
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Deletes most AD created profiles
Disables CTRL-ALT-DEL to prepare for autoadmin logon
•Sysprep
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Joins workgroup
Declone.exe runs to rename the computer
• Writes machine info to hard drive for later use by scripts
INFORMATION TECHNOLOGIES
More post-imaging
•Autoadminlogon #1 & #2
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Netdom joins the domain
Setup task scheduler for daily reboot and profile cleanup
Setup default logon parameters for the domain user
INFORMATION TECHNOLOGIES
Highlights
•Entire post-imaging setup is automated.
•The machine operates unattended until ghosting and
post-imaging configuration are complete.
•Compare using Ghost Console to name machines and
perform per machine configuration.
•Everything is standalone, and potential faults with Ghost
Console will not affect the process.
INFORMATION TECHNOLOGIES
The New Revolution …
PXE BOOTING!!
INFORMATION TECHNOLOGIES
PXE Booting
•Shutdown computers with a script
•PXE boot using Wake-On-LAN
•Load BartPE from tftp server
INFORMATION TECHNOLOGIES
PXE Booting (Where Are We?)
•Can be done across subnets with centralized PXE
and tftp servers
•Still in pilot stage
•Working on automating the Ghost process so that it
is unattended
INFORMATION TECHNOLOGIES
PXE Booting - Screenshot
PXE Server / TFTP Server on a Windows 2003 Server
INFORMATION TECHNOLOGIES
PXE Booting
•Video Clip of Elbow Room Lab
•University of Calgary
INFORMATION TECHNOLOGIES
Conclusion
•Our imaging solution has stood the test of time.
Bart’s boot disk was first used in 2003. In 2007,
BartPE offers an open and flexible development
platform that could potentially be used for other preboot applications.
•Provided that the network is at least 100Mbps and
reliable, this solution is ideal in a Windows-based lab
environment.
INFORMATION TECHNOLOGIES
After the presentation…
INFORMATION TECHNOLOGIES
Image, Baby, Image! Making PC Cloning More Efficient
Full Presentation and Video
http://www.ucalgary.ca/itlabs/image.html
Abstract
http://www.ucalgary.ca/it/computing/labs/SIGUCCS/2007/docs/p314.pdf
Carol Sin - [email protected]
Danny Wong - [email protected]
INFORMATION TECHNOLOGIES
Information Security
Officer's Update
Dennis Tracz CISSP-ISSMP, CISM
Information Security Officer
Contents
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Background
Vision & Mandate
Policy
Questions
Quiz
Information Security is
• The process of protecting information from a wide
range of threats in order to ensure business
continuity, minimize business damage, and
maximize return on investments and business
opportunities.
• The process of protecting the information assets
of an organization.
Why do we need Security?
Members
Good Business Practice
Inherent expectation that
confidential data is appropriately
protected.
Ongoing effective management of
information systems and information
assets.
Customer confidence has a direct impact
on revenue.
Regulatory & Legal Compliance
•HIPAA (Health Insurance Portability and Accountability Act)
•PIPEDA (Personal Information Protection and Electronic Documents Act)
•FOIP (Freedom of Information & Protection Act)
•HIA (Health Information Act of Alberta)
• Many More
Managing Security Risk
 Absolute Security is impossible! Given enough
time and effort any security safeguard can be
overcome.
 The challenge is therefore to mitigate the risk
to an acceptable level. To accomplish this:
 Information Security must work jointly with the Faculties,
Schools, Units and other business partner.
 Information Security risks need to be identified and
managed like any other business risk.
Current Security Threats
Natural Disasters
•Floods
•Fires
•Earthquakes
Deliberate
•Hurricanes
•Disgruntled Employees
•Hackers/Malicious Code
Accidental
•Cyber-Terrorists/warfare
•Employee Accidents
•Industrial Espionage
•Power Failures
•Hardware & Software Failures
Evolving Security Threats
Information Security Vision
 Enable the attainment of the University's goals by ensuring
the appropriateness of the Information Security controls
surrounding the Confidentiality, Integrity,Availability of the
University’s information assets.
Information Security Mandate
 Policies and Standards Develop, implement, review
and revise Information Security Policies, Standards and
procedures.
 Information Security Governance, Establish and
maintain a framework to provide assurance that
information security strategies are aligned with University
objectives and consistent with applicable laws and
regulations.
 Security Awareness, Develop, implement and maintain
an effective security awareness program.
Information Security Mandate (Cont..)
 Security Architecture, Ensure the appropriateness of
the technical infrastructure and application-related
security controls within the U of C computing
environment.
 Security Incident Management, Ensure that all security
related incidents and violations are properly
documented, investigated and correctly resolved in a
timely fashion.
 Business Continuity, Provide input to existing Business
Continuity Plans (BCP), make necessary adjustments to
the Master Disaster Recovery Plan (MDRP) and Service
Availability and Recovery plans (SARPs) as the BCP
changes, and provide effective security direction in the
event of a disaster.
Laws &
Regulations
Customer
Expectations
Policy
University
Objectives
Standards
Procedures
Guidelines
Information Management & Compliance
Program
 Acceptable Use of Information Asset
 Common Sense (legal and courteous)
 Information Identification & Classification
 Mostly UCLASS includes a security classification
 Information Asset Security Monitoring
 UofC will conduct appropriate monitoring
 Information Asset Protection
 protection is commensurate with classification
 Information Asset Management
 Risk Identification, Assessment & Management
The Official Policies
My Questions
 Approximately how many computers on the
Internet are infected with spyware?
a. 25% b. 45% c. 60% d. 80%
 What is the best protection against spyware?
a. Disable Active-X in Internet Explorer
b. A firewall
c. Install anti-spyware and keep it updated
d. Only browse websites that you know and trust
Source: SANS
What do these institutions have in
common?
508
279
1, 200
Bates
College
5, 098
23,000
18, 000
16, 000
Nevada
University
64,098 Records Compromised
How are Passwords are like bubblegum?
 Strongest when fresh
 Should be used by and
individual not a group
 If left laying around will
create a sticky mess
Electronic Communications
Update
Wolfgang Neumann/Adil Kurji
New WEB Interface
Enterprise-Centric FMC
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Wi-Fi side of the phone is homed to
the PBX
PBX forwards calls to cellular
number when phone is out of Wi-Fi
coverage
Sometimes used with cellular data
channel for presence & signaling
when in cellular coverage
User experience is like a PBX
extension whether inside or outside
Wi-Fi coverage
Status Today
• WiFi Voice using U of C ePBX
• Forward call to cell number when out of reach on
WiFi.
• Send all Voice-Mail to ePBX.
• Send Voice-Mail notification via E-Mail.
What is the Supernet?
“Alberta SuperNet is a high-speed, high-capacity broadband network linking
government offices, schools, health-care facilities and libraries, including
approximately 4,200 connections in 429 communities.”
http://www.albertasupernet.ca/supercommap/index.cfm
Videoconferencing
• Supernet locations can enable video
communication through installation of a Video
Edge Device (VED)
• The VED acts as a gateway which translates
video and routes it over the supernet
• Video packets are given higher priority through
QoS
Implementation
• Course: English 504.01 offered remotely to Red
Deer College.
• Hosted at the TLC and linked over the commercial
internet
• Audio/Video quality & connection issues
• EC & TLC registered an endpoint to the VED
• Conference quality greatly increased
http://www.ucalgary.ca/connectivity/vol2/issue11/reddeer
Electronic Communications
For more information Contact:
MS733
[email protected]
210-7717
Call Centre Anywhere
Ian Whitehead
TELUS CallCentreAnywhere™
&
University of Calgary
Information Technologies
Ian M. Whitehead
IT Support Centre
Incident Coordinator
CallCentreAnywhere™
on Campus
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In 2006, Enrollment services launched the use of
CallCentreAnywhere™ as their call centre solution for
handling the high volume of calls coming into the
University of Calgary, Registrars office.
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In June 2007, the IT Support Centre, the PeopleSoft
Support Centre and IT Client Relations &
Communications celebrated the successful collaborative
effort with Enrolment Services through jointly handling a
high volume of calls for Fall 2007 open registration.
CallCentreAnywhere™
Implemented at both IT Support Centres
In August 2007, the IT Support Centre and the
PeopleSoft Support Centre migrated from their old
call centre technology to TELUS
CallCentreAnywhere™
What is CallCentreAnywhere™?
• Customer contact centre and management
solution
• Web-based
• Hosted entirely on the TELUS network
References from TELUS CallCentreAnywhere™ Enterprise & Industry Contact Centre Solutions web site:
http://promo.telus.com/tm/05/q3/cca/faq.html#q1
What does
CallCentreAnywhere ™ do?
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Manages inbound or outbound telephone calls
Accommodates Web chat sessions & e-mail
Allows for Web collaboration
Voice mail service and queue handling
Interactive voice response (IVR)
What are the benefits
CallCentreAnywhere ™?
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Fast and easy to install and use.
Flexible and versatile
Agents can log in to the phone queue from anywhere, providing
they have a computer, network connection and a phone.
Changes can be made on-the-fly to agents and workgroups.
Supervisors can alter workflow and messaging from anywhere
Changes take effect in "real time", with no service interruptions.
CallCentreAnywhere ™ Quality Assurance &
Metrics
• Real-time and historical call data can be accessed quickly
• All contact centre operations can be monitored
• From an Internet browser, supervisors can:
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listen in on calls without detection
whisper-coach agents
observe desktop interactions
listen to recordings of or view past customer interactions
The IT Support Centre can control:
• Call flow logic
• Interactive voice response (IVR) prompts
• Agent skills, workgroups and projects
The IT Support Centre can determine:
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How customer interactions are routed
What customers hear
Which agents handle certain customers
How calls are funneled
How products are addressed
Closing Message
• CallCentreAnywhere ™ has enabled the IT
Support Centre along with the PeopleSoft Support
Centre to quickly shift from a traditional telephonybased infrastructure to integrated voice and data
contact centre functionality.
Customer Service
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Our new call centre technology boasts the potential of
revolutionizing our IT Support model at the University of Calgary
and offers us greater flexibility in being able to quickly monitor
phone queues and manage our primary customer contact tool more
effectively.
My goal is that as the IT Support Centre becomes more adept at
leveraging the power of CallCentreAnywhere™, our level of
Customer Service will begin to make noticeable improvements as
we learn how to more effectively control the calls that arrive at the IT
Support Centre.
The Future
I anticipate that with the success of TELUS
CallCentreAnywhere ™ in Enrollment Services
and Information Technologies that perhaps a
campus wide implementation may be in order to
further communication strategies across campus
in all departments and faculties.
Learn more about CallCentreAnywhere
• Internet Search: “TELUS CallCentreAnywhere”
• Contact: Ian M. Whitehead
• Phone: 220-4427
• Email: [email protected]
?Questions?
IT Support Centre 220-5555
Network & Voice Services Update
Doug Doran
What is Network and Voice Services?
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Network Services
Voice Services
Routing Group
Electronic Communications
Technical Writing
Network and Voice Services Projects
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Break in the new guy
Qatar connectivity
Wireless
VoIP
Internet Bandwidth
Network Core Update
Continuous operations model
Working together to meet department needs
Break in the New Guy
• Fantastic team
• Look and learn
• Now I know just enough to be dangerous
Qatar Connectivity
• Challenge - cost effectively provide
connectivity to main campus for the
new University of Calgary – Qatar
campus
• The best commercial connection offer
was 2Mbps for $60K/month
• Further research enabled us to
leverage existing research network
connections to achieve a 8x faster
connection for 1/20th of the cost
• U of C - Netera – CANet – Internet II –
Qatar Foundation – QTEL – UC-Q
Wireless
• Wireless Phase II expansion of coverage areas
was completed
• This summers updates
• Incremental quality improvements moving forward
Wireless Future
• Pilot for WiFi voice
• Planning for encrypted wireless SSID
• We continue to look for new applications of our
WiFi network.
• Please talk to us if you have specific needs
Voice Services
• VoIP
Internet Bandwidth
• Currently 300 Mbps Internet connection with a 100
Mbps backup
• Increasing to 400 Mbps and our backup
connection to 200 Mbps
• Higher level of reliability in our Internet connection
Network Core
Safety Processes
• Reviewing our riser rooms and work areas
• Evaluating our safety processes
• Bob Chomany is becoming our internal safety go
to guy
Continuous Operations
• The goal of improving our systems and
procedures to operate continuously
• Decrease in downtime both scheduled and
unscheduled
Working Together
Contact Us
• You can contact us through the UCIT Support
Centre at 220-5555
• Or you can email me, Doug Doran at
[email protected]
CANHEIT 2008
Riding the Edge of Technology
Stephanie Weir - Conference Chair
What is CANHEIT?
• Canadian Higher Education and Information
Technology Conference (CANHEIT)
• Primary objective:
– to focus on those IT issues that are of Canadian significance
and of primary interest to universities and community colleges.
• We expect over 350 people to attend
– This conference brings together senior administrators,
managers, and staff who are responsible for the management
and evolution of their campus information systems, learning
systems, and infrastructure.
CANHEIT in Calgary
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The sixth annual CANHEIT conference will be held in
Calgary, Alberta from June 14th-18th, 2008.
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Conference Theme
– Riding the EDGE of Technology
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Planning Committee
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Stephanie Weir, Conference Chair
Kevan Austen, Sponsorship Committee Chair
David Buhler, Keynote Committee Chair
Heather Weiland, Communications Committee Chair
Theresa Mueller, Program Committee Chair
Keith Mills, Com/Media Committee Chair
Nancy Brooks, CIO Meeting Committee Chair
Harold Esche, CIO
What to Expect?
• Stimulating technical program
– Suggested presentation streams
• Security
• Green Computing
• Unique keynote presentations
• Excellent networking opportunities
• Evening entertainment
– Heritage Park
– COP
How you can help?
• Volunteer…volunteer…volunteer
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Welcome/registration
Rovers
Security
Signage
Information personnel
Equipment crew
Com/media
• If interested, send an email to me
([email protected])
For more information….
• www.canheit.ucalgary.ca
Questions & Answers
Harold Esche