Integrated Information Management - The Fruits of Convergence

1. Integrated Information Management - The Fruits of Convergence Brenda Helminen, Director Dan deBeaubien, Sr Telecommunications Engineer Telecommunication Engineering Michigan Technological University ACUTA Winter 1999 Seminars

2. Outline • Introducing Michigan Tech • Telecommunications at Michigan Tech • Organization • Service Offerings • Automated Workflow Infrastructure • Examples • Conclusion

3. Michigan Tech Facts • Public University • Total Enrollment: 6,302 • Graduate Enrollment: 628 • Carnegie Foundation Doctoral II status • 400 Faculty, 1000 staff • Ranked programs in Environmental, Mechanical, and Metallurgical Engineering

4. MTU CAMPUS Average Snowfall - 180" Record 396" (1978) Where the heck is Michigan Tech? • U.P. of Michigan • Lots and lots of snow • Far from everywhere

5. Engineering Staff Customer Service Staff Director Director Vice Provost for IT MTU Telcom Organization

6. MTU Telcom Infrastructure • Data Network • Centrex Telephone Network • PBX Telephone Network • CATV Broadband Network • Wideband Network for EDS, video distribution • Remote sites (ISDN, Wireless) • Satellite Earth Station • Radio Facilities

7. MTU Telcom Services • Network connections, including ResNet • Telephone equipment lease • Telephone lines (Centrex, PBX) • Toll and local calling • Pagers • Cellular phones

8. MTU Telcom Services (continued) • Dial-in modem connections • Voicemail • Equipment sales (NIC cards, cables, hubs) • Computer maintenance

9. MTU Telcom FUNDING • Supplies and Services funded through fees • Salaries (majority) centrally-funded • Salaries (customer service representatives and technicians) funded through service fees • Regardless of funding source, positions are managed at the University level

10. Automated Workflow Concept Automated workflow is the ability to directly modify subscriber information, service characteristics and device settings from a workorder-driven telemanagement system.

11. Automated Workflow Pieces • (mostly) Centralized data • Open Systems • Standard Protocols • SNMP • LDAP • SQL • ODBC* • Provides feedback

12. Automated Workflow Feedback • Bad data causes non-functional equipment • Guarantees consistency across system records • Forces work-order-driven changes • Cross reference between facilities documentation and billing records

13. Automated Workflow Benefits • Reduction in technician labor • Reduction in redundant (possibly inconsistent) data • (much) Reduction in work order completion time • Increase in data accuracy • Increase in data accessibility • (mostly) Eliminates the ability for ‘short cuts’

14. Automated WorkflowExamples

15. MTU Kiosk • Distribute access passwords • Verify directory information • Data from the LDAP server • Simple Visual Basic app. • Microsoft PowerPoint front end • Maintenance free*

16. MTU Kiosk Dataflow

17. MTU SNMP Gateway - ResNet • 1100 dorm rooms - approx. 2000 connections • 85-90% requests received within the first two weeks of fall term • All are 10Mbps Ethernet • Telcom provides cables, hubs, and NIC cards

18. MTU SNMP TMS MAC Form

19. MTU SNMP TMS Assigned Inventory

20. MTU SNMP TMS Billing Record

21. MTU SNMP TMS Path Detail (pre-close)

22. MTU SNMP TMS ResNet Asset

23. MTU SNMP TMS Final Path Detail

24. MTU SNMP TMS Assigned Subscribers

25. MTU SNMP TMS Path Report

26. MTU SNMP Process Description • All information about connection contained within telemanagement system’s subscriber, facilities, asset and inventory modules • Jobs run every 10 minutes to check for work order closures or device resets • Delinquent accounts have service suspended automatically* • Technicians rarely needed (jacks are pre-connected) • Supports any SNMP-compliant device

27. MTU SNMP Process Results • Automated process has handled the “beginning of year rush” for the last 2 years • Average time-to-service reduced from two weeks to minutes • DNS/DHCP configuration is automated • Security level raised significantly • Customer service staff can reset ports • (again) Service data records MUST be correct!!!

28. Media Access Points - MAP Project • Address several issues • Customer confusion • Horizontal cable management • Service location management • 911 • IP Telephony • Accurate campus jack inventory

29. Project MAP Scope • Project scope limited to horizontal cabling • Documents • service location • #jacks • jack/wire type • termination block • Data designed to drop into telemanagement system

30. Project MAP Specifics • Database “connects” block positions with specific jacks • Manages well defined list of buildings, closets, floors and rooms • Emphasis placed on high level of database referential integrity

31. Project MAP Outputs • Jack labels • Block tags • Maps • Web apps

32. Project MAP Progress • Project started mid May ‘99 • To date • 17 of 80 buildings* • Total of 84 floors • 130 Telcom closets • 4136 jack locations • 16,500 individual jacks • 44,575 pairs of wire • 1786 cross connect blocks

33. Project MAP Resources • 3-5 Students (mostly MET’s) totaling 40-60 hours/wk (950 work hours) • Very fast PC • RNPC* • Bob

34. Automated Workflow Next Steps • Visual work request web form • Full asset and inventory integration • Deal with Point Of Sales functionality • Streamline work notification and completion process (workorder routing) • Visual service information web forms

35. Other Automated Projects • Automated Directory IVR • PBX Directory • PH/Finger Servers • Class Rosters • Grades by Phone • E911 CAD system

36. Questions? For more info contact: dan@mtu.edu presentation available at: www.tc.mtu.edu/telcom/acuta99/index.htm