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Technology Services Center

Technology Services Center. Services & Support Overview. February, 2006. Agenda. IUP At-A-Glance TSC Services Future Initiatives Summary. During the next hour... …just like every hour of every day all year long… The TSC will: process 6,125 e-mail messages

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Technology Services Center

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  1. Technology Services Center Services & Support Overview February, 2006

  2. Agenda • IUP At-A-Glance • TSC Services • Future Initiatives • Summary

  3. During the next hour... …just like every hour of every day all year long… The TSC will: • process 6,125 e-mail messages • accept 3,885 hits on the URSA website • support dozens of other services

  4. “There will be more data created in the next five years than in the history of the world.” -Mark Hurd, Chief Executive Officer, Hewlett-Packard How Much? If this data were printed, an estimated 37,000 buildings the size of the Library of Congress would have to be built every year to handle the volume.

  5. IUP At-A-Glance • 14,000 Students • 101,000 Alumni • 1,650 Employees • Over 100 Majors • 40 Masters Programs • 8 Doctoral Programs • Largest of 14 PASSHE Members • PA’s Only Public Doctoral I Institution

  6. IUP TechnologyOrganizational Structure • Academic Affairs Division • Administration and Technology • Technology Services Center................www.iup.edu/tsc • Academic Technology Services.......www.iup.edu/ats • Council of Deans • College Technology Managers…......www.iup.edu/ats • Instructional Design Center....................www.iup.edu/idc

  7. TSC Services • Networking Infrastructure • Enterprise Services • Administrative Information Systems • Academic Services • Specialized Services • Personal Computing • Customer Care • Internal Management Services

  8. Technology Services Center Customer Care Personal Computing Academic Specialized Administrative Internal Enterprise Services Networking Infrastructure

  9. TSC ServicesNetworking Infrastructure Design, Implementation and Maintenance • Wired\Wireless Network Physical Plant • Network Hardware Configuration and Maint. • Layer-3 (IP) Services (DHCP, DNS, WINS) • Internet Connections • Traffic Shaping • Network Security • “ResNet” ISP, Card Entry, Video, Consulting • Network Consulting for IUP Tech Units • 2nd-Level Network Support for IUP Tech Units

  10. Network Topology

  11. Typical Building LAN

  12. Specialized Building LAN

  13. Central TSC Computer Center

  14. SSHENet IV

  15. ACORN ResNet Firewall verio.net bucknell.edu Packetshaper 9500 System Security DNS1 DNS2 cflowd SNORT IDS DNS1 DNS2 What’s Up Gold MRTG TSC Developed Tools TSC ServicesTechnology Infrastructure Systems Domain Name Service ISC BIND (Linux) Redhat Enterprise Linux Dell Intel 2650 w/ remote hot spare Domain Name Service (Internal and External) DHCP ISC DHCPD (Linux) Redhat Enterprise Linux Dell Intel 2650 w/ remote hot spare Dynamic Host Configuration Protocol Network Monitoring Traffic Shaping Packeteer Packetshaper 9500 Network Traffic Shaping NetOps DB Network Monitoring Various Applications Windows 2003 Server Redhat Enterprise Linux Dell Intel 2x50

  16. TSC ServicesEnterprise Services Design, Implementation and Maintenance • User Account and Group Management • Network Authentication • Electronic Mail and Related Services • Electronic Mail Distribution Lists • Personal Web Service (www.people.iup.edu) • Personal Calendar Service (webcal.iup.edu) • Central Web Service (www.iup.edu) • HTTP Proxy (web-proxy.iup.edu) • Central Directory (search.people.iup.edu)

  17. TSC ServicesEnterprise Services – Continued Design, Implementation and Maintenance • Data Backup and Restore Services • IUP Virtual Private Network (VPN) • Software License Management • Service Continuity and Disaster Recovery Planning • Enterprise Service Security

  18. Load Balancer Front-End-2 Back-End-1 Back-End-2 File-Server-1 Back-Up-1 Front-End-1 System Security Tape TSC ServicesEnterprise Services – E-Mail • imap.iup.edu • pop.iup.edu • smtp.iup.edu • CommnuiGate Pro • Linux • 6 Dell 2550 Dual-Intel • 2GB RAM, 36GB Disk • NetApps 820 1.5 TB Filer 6TB Users

  19. Service Continuity Disaster Recovery EMBK1 System Security Prox1 DS1 IUPWEB3 TSCNT2 TSCNT4 IUPWEB1 MS2K3 MS2K2 MS2K1 SW4 MS2K6 IUPH1 ADMS0400 IUPWEB2 IUPVPN1 Software License Management TSC ServicesEnterprise Systems Domain Backup Legato Console Windows Server 2003 Dell Intel 2600 Banner Backup Legato Console Red Hat Linux Dell Intel 2800 IUPMSD Windows Server Dell Intel 2650 IUPMSD Enterprise Master Security Domain Enterprise Backup Services Student\Project Backup Legato Console Windows Server 2003 Dell Intel 2650 E-Mail\Linux Backup Legato Console Red Hat Linux Dell Intel 2550 www.iup.edu www.people.iup.edu search.www.iup.edu MS IIS Windows Server 2003 Dell Intel 2650 vpn.iup.edu Windows RAS Windows 2003 Server Dell Intel 2850 Central WWW Services Virtual Private Network webcal.iup.edu Corporate Time Oracle \ Win2000 Apache \ Linux Dell Intel 2200 Central Calendar Service web-proxy.iup.edu Squid Redhat Linux Dell Intel 2850 ldap.iup.edu search.people.iup.edu OpenLDAP Redhat Enterprise Linux Dell Intel 2850 HTTP Proxy Service Directory Service

  20. TSC ServicesAdministrative Information Systems • Sungard SCT Banner • Fully Integrated Student, Financial Aid, Finance, Human Resources, Advancement • Banner Xtender (BXS) • Self-Service (URSA) • FAMIS • Oracle Solutions • Campus-Wide Unlimited-Use (Selected Products) • Oracle Database (TSC: 18) • Oracle Application Server (TSC: 9)

  21. TSC ServicesAdministrative Information Systems - Continued • SAP Implementation Support • Payroll • Finance • Ancillary System Interfaces and Support • Custom Application Development\Reporting

  22. TSC ServicesAdministrative Information Systems - Continued • Decision Support Systems • Institutional Advancement • Institutional Research • Unified Enrollment Management • State and Federal Reporting Activities • Common Cost Accounting and Reporting (CCAR) • State Reporting Requirements • Ancillary Systems • ID Works (IUP I-Card) • Student Affairs-Related Systems • National Council for Accreditation of Teacher Ed. (NCATE) • IUP Automated Letter Generation (“ProdPC”) • User Account Database (UDB) • T2 PowerPark (Campus Police)

  23. System Security Sunny JSUN SS2 SS1 Watsun INB3 INB2 ADMWF01 INB1 WARD ADMWEB1 ADMIADW1 ADMIMG02 ADMIMG02 BANNRNT1 INB4 TSC ServicesAdministrative Information Systems Production SCT Banner 2000 Oracle 9i Solaris 2.6 Sun Ultra Enterprise 4000 10GB RAM, 150 GB Disk, 10 CPU DW Reference DB Oracle 8i Solaris 2.6 Sun SparcStation 5 64MB RAM, 6GB Disk Development SCT Banner Oracle 9i Solaris 2.6 Sun Ultra Enterprise 450 500MB RAM, 250GB Disk 3 – 300MHz CPU’s www.banner.iup.edu OAS 10g Windows Server 2003 Dell Intel Dual CPU 2GB RAM, 365GB Disk DW Development SQLserver 7 Windows Server 2003 Dell Intel P6 200Mhz 128MB RAM, 4GB Disk DSS Data Warehouse Transactional Processing Banner, FAMIS, T2 DW Production SQLserver 6.5, 7 Windows Server 2003 Dell Intel Dual P6CPU 256MB RAM, 8GB Disk www.admin.iup.edu MS IIS Windows Server 2003 Dell Intel P6 200Mhz 128MB RAM, 4GB Disk BXS Imaging MS IIS Windows Server 2003 Dell Intel P6 200Mhz 128MB RAM, 4GB Disk INB Banner Web Servers OAS 10g Windows Server 2003 Dell Intel PE 2850 Report Server (Intranet) Internet Native Banner (INB) Imaging TouchNet Payment Gateway WorkFLow Banner WorkFlow 4.1 Oracle 9i Windows Server 2003 Dell Intel PE 2650 Banner WorkFlow TouchNet Gateway Windows NT Server Vendor Supplied Hardware

  24. WinClient WinClient WinClient Banner FAMIS Workflow System Security ProdPC Park JSUN TSC ServicesAncillary Information Systems • Banner Housed • Software Engineering • 1500+ Custom Enhancements • Letter Generation • NCATE • UDB ProdPC MS Office MS IIS Windows Server 2003 Dell Intel 2850 “Production PC” Banner CSI Fitness Center Windows Client ODBC Connection Local Refresh CSI Fitness Center T2 PowerPark Windows Client ODBC Connection ID Works Windows Client ODBC Connection Campus Police Ticketing Management ID Works (I-Card Management)

  25. TSC ServicesAcademic Services • WebCT Server Management • Test Scoring and Faculty Evaluations • Student Home Directory and Portfolio Services • Project Directory Service • Course E-Mail Distribution Lists • Advanced Technical Support • Security Services • Faculty Outreach • Academic Research (Technology) • K-12 Computing Services Center • National Emergency and Disaster Information System

  26. Course E-Mail Lists Advanced Technical Support Faculty Outreach System Security IUPA06 IUPH IUPH1 TSC ServicesAcademic Services Project Directory Service PDS Windows Server Dell Intel 2650 Academic Systems Student Home Directory and Portfolio Service SHD Service Windows Server Dell Intel 2650 WebCT Windows Server Dell Intel 2650 WebCT Research Support Test Scoring / Faculty Evaluations

  27. TSC ServicesSpecialized Services • Campus Telephone Services • 501(c)3 Systems and Network Support • Student Cooperative Association • Research Institute • Foundation for IUP • University Acquisitions Inc. (UAI) • Auxiliary and Alumni Mail Systems • Stand-Alone Document Imaging • Hosted Service Management • Management and Consulting Support • Computing Policy Leadership • Business Process Consulting

  28. Hosted Service Management Business Process Consulting Computing Policy Leadership EMOX1 EMAS1 System Security ADMSRV05 TSC ServicesSpecialized Services • Bell Atlantic Centrex • Lucent #5ESS Switch • 2500 Admin Lines • 2400 Student Lines • Long Distance • PAnet (Admin) • ACUS (Student) auxmail.iup.edu alumn.iup.edu relay.iup.edu ComuniGate Pro Linux Dell Intel 2650 Dial-Tone Phone Service Specialized Systems Auxiliary\Alumni Mail Service Secured FTP\Data Services • 501(c)3 System \ Network Support • Student Co-Op • Research Institute • Foundation for IUP • UAI Imaging ApplicationXtender Windows Server 2003 Dell Intel 2600 Stand-Alone Document Imaging

  29. TSC ServicesPersonal Computing Design, Implementation and Maintenance • ADM LAN\Server Administration • “Administrative Standard Desktop” • Remote Software Management and Upgrades • Home Directory and Office Storage Management • Network Printing Configuration and Management • Personal Computing Security, Patch and Configuration Management • Specialized Application Support (Impact, Informant, etc.) • Home Computer (IUP) Configuration • Portable Computer Configuration and Management • Hardware Repair and Upgrades

  30. WinXP WinXP WinXP WinXP WinXP WinXP HOLMES Win2003 Srv ROCKY ADM2K02 ADM2K01 Win2003 Srv ADMSMS01 Win2003 Srv System Security Administrative LAN ADM Domain 575 Administrative Users 40 Servers 2 TB (2,270GB) Disk 1120 Personal Computers 220 Printers 8500 Annual Support Calls

  31. TSC ServicesCustomer Care The TSC is a Customer-Centered Organization • Requests • Individual Users • Departments\Divisions • Technology Committees • 501(c)3 Organizations • IUP Affiliates • Prioritization • Customer-based Committee Structure

  32. TSC ServicesCustomer Care • Administrative Help Desk (www.iup.edu/helpdesk) • Single Point-of-Contact for all Technical Support Activities • 17,000 Support Calls 2004-2005 (2 years) • 8,000 Remedied at First-Level Support • Training • Employee Orientation • Comprehensive User Training (2 Training Facilities) • Communications • TSC Newsletter and TSC TechAlerts • Administrative Network Users Group • User and Technical Documentation • TSC Website, IUP TechZone • TSC Operations • Job Management • Account Management • Bulk Printing

  33. TSC-Internal Activities • Systems • Mixed Operating Systems (Windows, Linux, Solaris) • HEAT – Help Desk Call Logging • UDB – Custom User Accounts Database • NetOpsDB – Network Management Database System • Source Code Management (Visual Source Safe) • System Logging Services • Activities • Machine Room Management • Budget Management • Procurement and Contracts • Sungard SCT and PA Banner Users Groups • Staff Professional Development • Technical Library – Books, Manuals, Electronic Resources • Student Employment

  34. TSC Statistics At-A-Glance • Multi-Campus Wide-Area-Network (WAN) • 12K Active Data Ports (Gigabit, 10Mb, 100Mb, wireless Ethernet) • 107 Wireless Access Points(3 at Northpointe) • 18K User Accounts • 3.7M E-Mail Messages\Month (2.5M Rejected\Month) • 24M www.iup.edu Web Hits\Month • 1,600 Banner\FAMIS Accounts • 2.3M Banner Web Hits\Month • 1,500+ Banner Custom Functional Enhancements • 15K Credit Card Transactions ($10.3M) • 135 Enterprise\Administrative\Academic Servers • 1,300 administrative personal computers\printers • 10.5 TB Production Disk K=Thousand, M=Million, TB=Terabyte (Trillion)

  35. Future Initiatives • Maintain a Secure, Modern, Mainstream Technical Services Environment • Expanded Wireless Networking • SAP Implementation and Support • Enhanced Decision Support Systems • Enhanced Reporting Solutions • E-Mail Service Expansion • Central Website Redesign • Digital Certificate Infrastructure • Expanded Security Services, Intrusion Prevention

  36. Technology Services Center Customer Care Personal Computing Academic Specialized Administrative Internal Enterprise Services Networking Infrastructure TSC Services Summary

  37. Summary Impact of the TSC at IUP • Increases Customer Productivity • Increases Technical “Know-How” • Enhances Student and Employee Experience

  38. Bill Balint G-10 Stright Hall wsbalint@iup.edu 357-7854 Administrative Help Desk G-1 Stright Hall admin-helpdesk@iup.edu 357-1267 Questions

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