Faculty of Arts: LAN (Local Area Network) Service Level Agreement

1. Faculty of Arts: LAN (Local Area Network) Service Level Agreement Arts Administrative Group Presentation Thursday, January 25, 2007 Presented by: Sharon Barqueiro

2. Sharon’s desk: post holidays! • Happy New Year!

3. Seriously, though…. • Topic: LAN (Local Area Network) Service Level Agreement between the Faculty of Arts and IST Customer Service (also known as ICS) Information Systems and Technology (IST) Customer Services

4. Objective from the ProvostAnthony C. Masi • “CIO (Central Information Office) Units combine people, processes and technology to achieve optimal levels in the delivery of IST (Instructional Service Technology) services.”

5. Objective from Dean Christopher Manfredi • To provide the most innovative and advanced computer services to the Arts community • To reduce costs without compromising service • To improve the staffing situation in FAITS by providing more permanent positions and career opportunities

6. Current Situation in Arts • FAITS: Faculty of Arts Instructional Technology Services • Administrative, technical unit belonging to the Faculty of Arts • Is an independent unit reporting to the Dean of Arts (Christopher Manfredi) but under the supervision of Associate Dean, Academic Administration and Oversight (Mary MacKinnon)

7. Organizational Profile • Four Major Components • Funded by various sources • Faculty of Arts • Central University • Student Funds (Arts Undergraduate Society) • And revenue generated by printing, service calls, etc.

8. Component I: FAITS (Faculty of Arts Information Technology Services) Administration • FAITS supervised by Luc Levasseur, Systems Manager • Has two administrative staff members, Lillian Lazarek, Administrative Coordinator and an Accounting Administrator • provides desktop, notebook, network, and help desk support for all faculty and staff within the Faculty of Arts, as well as some associate departments.

9. Component II: LAN (Local Area Network) • LAN runs the computer network for Arts • Includes a lab supervisor, two permanent technicians, casual technicians • Is a first point of contact for all faculty and staff computing issues (e-mail, internet connectivity, software installations, hardware assessments, etc.). • Provides desktop, notebook, network, and helpdesk support for all faculty and staff within the Faculty of Arts, as well as some affiliated departments.

10. Component II: LAN (Local Area Network) • Is responsible for over 1,000 LAN connections to the Arts computer network including academic, administrative, technical and student connections • Manages software, software installation/ changes to operating systems (e.g., Active Directory), distribution of computers and installation, etc.

11. Component III: LABORATORY FACILITY • LAB responsible for running Arts research labs, student labs (graduate/undergraduate), AMLF (Arts Multimedia Language Facility) • Employs a Lab Supervisor, 2 Permanent technicians and casual staff • Large component of funding comes from the Arts Undergraduate Society (AUS) and the Faculty of Arts

12. Component IV: ETG (Educational Technology Services) • Educational Technology Group • The Educational Technology Group (ETG) acts as a resource to instructors in the Faculty of Arts. • provide support and training on a variety of technology available at the University. • services include one-on-one assistance, workshops, and pedagogical consultation

13. Component IV: ETG (Educational Technology Services) • Has one permanent management position • Is undergoing reconstruction depending upon the needs specified by Arts • Provides assistance and advice on technological services including hardware and software devices to Arts staff

14. Current Problem Areas • Insufficient funding for permanent positions • High staff turnover and dependence on casual staff • Escalating costs for departments related to new staff hires, both academic and administrative • Need to have FAITS associated with IT professionals for consultations, advice and career advancement and training • Need for inventory tracking system • Two separate service systems for Arts; one for Dawson Hall and the other for all other Arts areas • Management of Software Licenses

15. Consultations • Formed a workgroup in Arts with representatives from administrative, academic and research areas chaired by Associate Dean Mary MacKinnon • Consultations with other Faculties who currently have SLA’s – Agricultural Sciences (MAC); Law and Management • Consultations with FAITS and IMS, ICS and individuals at McGill • Recommendations discussed and implemented into the service level agreement (ongoing)

16. The Proposal • Delivery of central information technology (IT) support services to the Faculty of Arts • Faculty and staff customer support by web form, email or phone for PC and MAC including computers not authenticating to Active Directory • Faculty of Arts Secretariat will move under one Service Level Agreement with the rest of Arts departments • Teaching, research and student lab support (the latter two under separate agreements to be negotiated)

17. The Proposal (cont’d) • Reduce operating costs for faculty IT support by eliminating the $45 per hour support service charge • Inventory tracking system, streamline purchase of hardware and software • Multiple faculty and staff machines supported • Laptop support as part of the academic laptop program • Peripheral support: Personal Digital Assistants (PDA’s (Palms and Blackberries), Printers, Scanners, SmartBoards, USB (Universal Serial Bus) storage devices, UPS (Universal Power Supply) units

18. The Proposal (cont’d) • Software Support • All software supported for faculty and staff images (Helpdesk, customer support and training) • Management of software licenses including those not already managed by FAITS • Maintenance and support of two Arts servers, ARTSWEB, ARTSTECHII

19. The Proposal (cont’d) • Software Support • License management • Support for SIS, FIS and HRIS systems • Support for Enterprise Data Warehouse queries

20. The Proposal (cont’d) • Central Policy: Disposal of Fully Amortized Hardware • Tracking of moveable assets; link to purchases from hardware/software purchases • Implementation of disk-wiping utility

21. The Proposal (cont’d) • Staffing Benefits • Temporary positions become permanent (6 employees) • More challenges and opportunities for these staff in a larger organization • Access to knowledge base for solving problems (HEAT Help-desk Enterprise Automated Ticketing (software) ; peers) • Professional development, memberships • Salary progression

22. Added Arts Benefits • The same Arts staff will be servicing Arts • Provost to cover costs of adding additional personnel to service Arts needs • Arts Secretariat brought at no additional cost under central agreement for the Faculty of Arts • Arts will be included in the discussion and acquisition of new technologies and services • Back up from central services to replace staff on leaves or incidental illness

23. Added Arts Benefits (cont’d) • ITSOC (Information Technology Support Oversight Committee) will be formed that consists of members from Arts • Committee will be chaired by Associate Dean, Academic Administration and Oversight • Members from ICS/IST will sit on this committee • Matters affecting the Arts LAN will be discussed and decided through this committee

24. Added Arts Benefits (cont’d) • One central support number--one telephone number and available on-line form and email to handle service requests • Requests will be routed through the central ticketing service and redirected where appropriate • Log of comments to be reviewed by Arts and ICS on a regular basis and system in place to deal with complaints in a timely manner • Service reports to be reviewed on a continuing basis

25. Okay, how does this affect me?

26. Okay, how does this affect me? • Change in the way we report computer problems (one central number) with alternate service request form and email • No $45 an hour service fee! • Same wonderful staff • More opportunities and collaboration for our FAITS staff with central service staff

27. Questions/Break for Coffee?

28. Levels of Service • There are four levels of service Level 1: Response as soon as possible. Takes priority over all other service requests. • Service outages require level 1 response. Servers should be available 24 x 7, except for routine scheduled maintenance and upgrades to be conducted outside of the Monday to Friday 9am to 5pm hours • Service requests by individuals or groups relating to important matters such as computer breakdown at peak periods of examination times, research grant deadlines, etc.

29. Level 1 examples • ICS will provide support services (first-line triage) related to the backbone and network infrastructure used for internet connectivity to ports in FA. • Internet Connection and Campus Network Connectivity support includes support for Dial-up Access Service (DAS), Virtual Private Network (VPN), wireless and wired connections, and e-mail. • ICS provides IS/IT security support against, for example, hackers, violations of aspects of the McGill Computer User Code of Conduct, and viruses.

30. Level 2 examples • Response time within 4 hours (within the hours of 9:00 a.m. and 5:00 p.m., working days) • Resolve password or intruder lockout issues requires a level 2 response • Repair of Computers, Laptops and PDAs First stage: The initial request requires a level (4 hours) response depending on the urgency of the need. ICS will troubleshoot PC hardware to identify the source of the problem and, if the PC is under warranty, will coordinate the repair of the PC.

31. Level 2 examples • Hardware troubleshooting requires a level 2-3 response, depending on reported urgency, and if alternative equipment can be used temporarily • Single installation, relocation or configuration of desktop or printer that is replacing a non-functional unit requires a level 2 response

32. Level 3 examples • Response time within 24 hours (one working day) • Requests for implementation of new accounts or to rename existing objects require a level 3 response • Maintain security group memberships (additions or deletions) of Active Directory group objects require a level 3 response. • Level 3 if this is a new printer that is replacing a non-functioning printer.

33. Level 4 examples • Response time greater than (>) 1 working day • Larger-scale deployment of new and redistribution of PCs and/or printers will be negotiated (usually requires a level 4 response) between FA and ICS. • Once the initial request for service on a computer, printer, PDA, etc. (see level 1 example) is completed, i.e., a hot spare computer was temporary installed, the request for repairs require level 4 (2-10 days) response depending on the urgency of the need • Requests for implementation of new applications require variable Response Levels, but generally level 4 (2-10 days) (depending on how urgently a particular application is needed).

34. List of Service Level examples • This will be provided before the SLA is adopted so that we will all be on board with how long a particular service request will take • Questions? Clarifications?

35. Where are we now? • The Faculty is currently reviewing the Service Level Agreement very carefully to ensure that all of the Arts areas are covered. • We intend to move departments over gradually at a time convenient for Departments. • With the assistance of Kathleen Holden, our Communications Officer, we will be launching a communication plan which will consist of a) an icon on your desktop to link you directly with the ICS help desk, a sticker on your computer and/or the mouse pad with all of the help links. We will also have posters, coordinate communication via emails, etc.

36. Where are we now? • Plan for implementation: Spring or Summer 2007 in a consultative phased process. • Plans for bringing the SLA for the research area of Arts including research projects, graduate and undergraduate student labs, satellite labs, etc. will be a separate transition process.

37. Where are we now? • We will also consider the future of the ETG (Educational Technology Group) with consultation from our faculty.

38. We need your help! • Any comments or suggestions to make this transition as easy as possible would be greatly appreciated. • Comments/suggestions can be sent via email to:

39. Sharon Barqueiro

40. Sharon.barqueiro@mcgill.ca • Telephone: 398.3254 Thank you for your time and energy in helping make this a success!