It briefing thursday october 18 2007
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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. Various CTS updates. Karen Jenkins.

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IT Briefing Thursday, October 18, 2007

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It briefing thursday october 18 2007

University

Technology

Services

IT Briefing

Thursday, October 18, 2007


It briefing

IT Briefing

AGENDA FOR October 2007

Incident Management

Change Management

Web Hosting

LANDesk Update

Revised DeskNet Charter

Exchange Update

Karen Jenkins

John Ellis


Various cts updates

Various CTS updates

Karen Jenkins


Quick updates

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)


Upcoming initiative

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


Incident management

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


Incident management1

incident management

Current aging report (All requests)


Change management

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


Change management1

change management

Risk assessment

  • UTS teams have completed a Risk Assessment for each service that identifies the Risk Level for common RFCs – minimum of 10 per service


Change management2

change management

schedule

First phase utilizes existing tools (email & cm25)

Process includes notification of enterprise changes via it-alert

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!


Web hosting

web hosting

Julia leon playbook


Web hosting1

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


Upcoming initiative1

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


Landesk

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


Desknet

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.)


Desknet1

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


It briefing thursday october 18 2007

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Questions


Exchange updates

Exchange updates

John Ellis


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