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information technology services communications computing services

8/10/2011. 2. Key Baseline Services and Projects Mix. Goal of CCS: You forget we

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information technology services communications computing services

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    1. 8/13/2011 1 Information Technology Services Communications & Computing Services Johanna MadjediDirector IACC Date 2002

    2. 8/13/2011 2

    3. 8/13/2011 3 Key Baseline Services and Projects Mix Communications & Media Distribution Services Telephone and Voice Mail systems support Data Network support (Internet Access and access to campus computing resources) Video Distribution support Tools and Infrastructure for Media delivery classroom support, media equipment checkout, digital video editing, encoding and streaming, video conferencing support The Wire that connects it all together

    4. 8/13/2011 4 Key Baseline Services and Projects Mix Computing Services System Support and Maintenance for Computers housing the majority of applications managed by ITS. These systems consist of IBM Mainframe, Central UNIX servers (HP and Sun), Intel based systems running NT and Novell Enterprise Storage and backup systems

    5. 8/13/2011 5 Key Baseline Services and Projects Mix Computing Services Example Applications using these systems are:

    6. 8/13/2011 6 Dashboard Metrics - Baseline Services Availability (unscheduled outages) Data: Backbone 100% available (outside of upgrade cutover) Building access to backbone 99.999% available Voice Services: Dial tone 100% available Voice Mail 99.833% available Media Services: Smart Room & Multimedia Rooms 99.986% available Distance Learning 4 main programs this year Equine & Animal Sci (CP/Pomona/Davis) 85% availability FNR & Animal Sci (Swanton Pac Ranch) 90% availability Aero Masters Program (VAFB) 95% availability Computer Science (St. Jude Medical) 97% availability

    7. 8/13/2011 7 Dashboard Metrics - Baseline Services Availability (unscheduled outages) Computing: Mainframe: 99.996% availability UNIX HP Email: 99.993% availability Sun Production: 99.990% availability Intel Servers: CMS Citrix: 99.964% availability (includes SLC outages) NT: 99.995% availability Netware: 99.964% availability

    8. 8/13/2011 8 Dashboard Metrics - Baseline Services Accessibility Telephone: Average turnaround is 3.5 working days from start to finish for a work order (5 days turnaround is our advertised service level) Media Services: 12,614 check out, setup and editor requests 2,731 laptop, 3,131 Datavideo projector,1,972 Digital Camera checkouts 5 Smart rooms added over Winter break 5 more during summer 02 Computing: 740 calls handled by Operations (After Hours Help Desk) 94,000 forms scanned (to date FY01/02) for Faculty Evaluations, test, elections and grades

    9. 8/13/2011 9 Dashboard Metrics - Baseline Services Reliability Data Network: Backbone upgraded to x10 previous capacity Telephone: Average of 195 trouble calls per month Average of 36 work orders for Moves/Adds/Changes per Month Media Services: 16% increase in checkouts, setups & editor usage Unmet requests: 32% for Laptops, 10% for Datavideo projectors, 41% for Digital Cameras

    10. 8/13/2011 10 Dashboard Metrics - Baseline Services Reliability Computing: 1.3 Terabytes of data backed up weekly (58% increase from last year) 23,500 accounts on Central UNIX (9.3% increase from last year) Sun server consolidation from 22 to 15 (32% reduction) 760 Citrix accounts (63% increase from last year) 3980 Mainframe accounts (4.5% reduction from last year) After Hours Help Desk: 40% of after hours calls are related to remote access and account management

    11. 8/13/2011 11 Dashboard Metrics - Projects Data Network Campus Backbone Upgrade to Gigabit Ethernet speeds - completed Dec 01 Housing network upgrade 100 Megabit to the pillow completed Sept 01 Firewall architecture established expected to be in place by Fall 02 Cal Poly becomes Internet II member (only 3 CSUs are members) college champions established to promote high-bandwidth application usage. Telephone: eBill Trial (view department phone bills on the web) completed Fall 01. Production service TBD based on staffing resources

    12. 8/13/2011 12 Dashboard Metrics - Projects Other Network Infrastructure projects: Phone and Data connectivity to 54 temporary faculty offices Technology Infrastructure Initiative (TII) Plans and specs created High Tech rooms identified Mobile Computing and wireless networks Mobile Computing Pilot: Wireless base stations installed in Library and UU for all campus constituents (250 users registered). 20 mobile computers available for checkout in the Library over Fall, Winter and Spring quarters. http://mobilecomputing.calpoly.edu Wireless connection to Drum Reservoir Several academic wireless networks installed and supported by department faculty/staff

    13. 8/13/2011 13 Dashboard Metrics - Projects Architecture designed for Sun based services - Dev, Test, Production Backup & Restore Model in place ESS connected to EMC complete Mar 02 ITS, Diary, UCTE, Univ Adv., Pres/Acad Aff Server consolidation 11 servers consolidated to one redundant cluster 30% complete target completion by Sept 02 OpenMail upgrade completed Feb 02

    14. 8/13/2011 14 2001/02 Accomplishments - IACC

    15. 8/13/2011 15 Major Benefits Derived Behind the scenes progress has been made to increase our availability, accessibility and reliability by: Upgrading our infrastructure Data backbone, ResNet, TII preparation, smartrooms, central systems upgrades Understanding and improving our support processes Mobile computing pilot, scanning, Move/Adds/Changes, Dev/Test/Production strategy

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