ITSRM report

1. USERS ITSRM report ErezEtzion ACCU Meeting December 9, 2009

2. 1st ITSRM - Agenda (9.11.09) • Introduction • Windows 7 roadmap • Access to ‘confidential’ data • Telephone billing simplification • New service desktop • A.O.B IT Service Review Meeting

3. Windows 7 • 6000 PCs, 94%-XP, 6%-Vista • The feedback received from Windows 7 test users is very positive • Early problems have been solved • Plan a progressive adoption of Windows 7 at CERN starting 2009Q4 • Plan to phase out Vista in 2010Q3 • In close coordination with user communities IT Service Review Meeting

4. Windows 7 Roadmap • 2009Q4 • Validate core office applications on Windows 7 • Validate most recent CERN standard PC models • Windows 7 installable over the network • Constantly collect and integrate user feedback • 2010Q1 • Validate remaining applications • Constant process involving the application managers • Update documentation and training offers • Start Windows 7 service (32- and 64-bit) • 2010Q2 • Windows 7 as default Windows version for new installationson supported hardware • 2010Q3 • Phase out Windows Vistain coordination with user communities • 2010Q4 • Define a roadmap for ending support of XP at CERN 4

5. Confidential data access • IT has been asked to clarify who can have access to confidential information, such as: • Explicitly protected folders in DFS • Mail contents • In general service managers of computing services within limits fixed by OC5. • I.e. AFS managers have access to AFS data • Mail service managers have access to mail data • DFS service managers have access to DFS data • Backup service manager have access to backup tapes • System Administrators have access to the physical machines • … • In particular cases, Service Desk contract staff, who are bound by contract confidentiality clauses. Their access is temporary and is logged. IT Service Review Meeting

6. “Functions, allowing access to confidential and/or sensitive information, implies strict conformance to the rules laid down in OC5 and in particular those governing confidentiality.” • Gradually the default access policy of most IT services will be closed. Examples: • Mailing lists • Sharepoint • Twiki • A proposal for a Policy of Data Protection is being drafted • Users should protect their data appropriately, especially in this period: http://www.sonntagszeitung.ch/nachrichten/artikel-detailseiten/?newsid=106138 IT Service Review Meeting

7. New commercial conditions for GSM services • New tariffs Total annual savings for Departments = CHF 650 000.-

8. Proposal for fixed phone services IT Service Review Meeting

9. Proposal for fixed phone services IT Service Review Meeting

10. Computing support contract • The Goal: Provide responsive and efficient support for IT services in accordance with users’ perception of those services. • The new contract & Tools give us the means • We will use them! • Gradual approach by service. Requires a cultural change. • Transition phase • Work with the contractor but within IT too • Contract starts on Jan 2010 • Work on the tools. First trimester of 2010 • Communication and end user training IT Service Review Meeting

11. Conclusion • Transition phase • Work with the contractor but within IT too • Contract starts on Jan 2010 • Work on the tools. First trimester of 2010 • Communication and end user training IT Service Review Meeting