Re-thinking Computer Support in COS JP PETERS // IT DIRECTOR // COLLEGE OF SCIENCES

Re-thinking Computer

Support in COS

Overview

_{The Challenge}

_{The Top 7 Computer Support Time Suckers} _{The Modern Computer Support Model}

The Challenge

*active, not including tablet/smartphones

In different environments

Windows

Mac

_Linux

Used by our customers (> 1000)

_Faculty Staff

_{Student Employees}

To accomplish various missions

Teaching

_Research Administration

Addressing the challenge

Budget constraints force a multi-pronged approach:

1.

Employment of competent, friendly staff

2.

Standardization (hardware, software, support models)

3.

Efficient business processes

The Top 7 Computer

Support Time-Suckers

The Top 7

most time-consuming technician tasks

1.

Backing up and restoring user data and settings stored locally on the

customer’s device

2.

Installing the operating system

3.

Installing software

4.

Finding and installing hardware drivers

5.

Updating the operating system and software

6.

Troubleshooting problems with any of the above

7.

Performing any of the above on old, under-configured, or a vast

array of different hardware and operating systems

4 things we can do to combat the Top 7

1.

Standardize on hardware

2.

Standardize on software

3.

Put in place services to:



Streamline operating system install and updates



_{Streamline software application installation and updates, including}

on-demand install of software by the customer



_{Store user files and settings on file servers, and off of the local computer}

4 things we can do to combat the Top 7

4.

Develop a tiered support model that provides:

Premium support for desktops and mobile devices to those who can

operate within the standards and want to take full advantage of the most

services possible

Basic support for Mac and Linux desktops, providing services to integrate

these systems as much as possible into the UCF ecosystem

“Bring Your Own” support to those who want the minimum needed to

access some resources, and are comfortable with administering their

device and data themselves, on any device of their choosing

Introducing the Shared

Services-Enabled Modern

Computer Support Model!

Summary of changes: Premium Desktop

Support

(Previously “Full Support”)

Added Benefits:

Access to heavily-discounted, high-performing desktops and All-in-ones vetted by IT managers across the institution

Single-sign-on

Central email archiving

_{On-demand/faster software install}

_{Automatic backup of my documents/desktop} _{Wider range of settings that can be changed} Faster turnaround on support

Remote-desktop enablement

Added/Clarified Requirements:

Must be on UCF Domain (NET)

Normal Limited User (non-admin)*

Must use Recommended Configurations or other device approved via consult with COSIT or by COSIT director

*COSIT director approval required for local administrator rights

Summary of changes: Premium Mobile

Support

(Also Previously “Full Support”)

Added Benefits:

_{Access to heavily-discounted,}

high-performing laptops (tablets coming soon) vetted by IT managers across the institution _{Single-sign-on}

_{Access to shared resources on campus} _{Central email archiving}

_{On-demand/faster software install} _{Faster turnaround on support}

_{Remote-desktop enablement to fully support} desktop (where applicable)

Added/Clarified Requirements:

_{Must be on UCF Domain (NET)}

_{Must use Recommended Configurations or} other device approved via consult with COSIT or by COSIT director

_{Must use COS-provided file space for}

restricted/protected data. See policies.ucf.edu for more information on data classification.  _{Customer responsible for locally/cloud}

stored data.

Summary of changes: Mac and Linux Support

(Previously “Best Effort”)

Added Benefits:

Single-sign-on where possible

Central email archiving (web client only)

Remote-desktop enablement to fully-supported desktop (where applicable)

Added/Clarified Requirements:

Must use Recommended Configurations (Linux) or other device approved via consult with COSIT or by COSIT

director

No support for virtualization or dual-boot of Windows on any device with Linux or Mac OS installed natively

Must be on UCF Domain (when possible)

Must use COS-provided file space for

restricted/protected data. See policies.ucf.edu for more information on data classification.

Customer responsible for locally/cloud stored data.

Encryption of hard drive (when possible)

Personally installed software responsibility of customer*

*Exceptions may be given for those departments providing direct contribution for Linux/research computing support

Summary of changes: BYOD Support

(Previously combo of “best effort” and “opt out”)

Added Benefits:

_{Limited support on a wide range of devices} _{Central email archiving (web client only)} _{Checkout of college-licensed software for}

installation by customer

_{Remote-desktop enablement to} fully-supported desktop (if applicable)

_{Networking (wired and wireless) support}

Added/Clarified Requirements:

_{Device must be registered with COSIT prior to} support being given

_{Connection to the UCF wired network} requires COSIT assistance; Wireless can be accessed without contacting COSIT.

_{No access to COS-provided shared services} (printing/file/software distribution), or other support outside of benefits listed

Questions?