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Why outsource ResNet?

Why outsource ResNet?. BSC. Private, 4-yr. Liberal Arts College Located in Birmingham, Al Founded 1856 Enrollment: 1,500 Labeled, by U.S. News and World Report as one of the most efficiently operated schools in the nation. Enrollment: 1500 students Faculty ratio: 12:1

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Why outsource ResNet?

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  1. Why outsource ResNet?

  2. BSC • Private, 4-yr. Liberal Arts College • Located in Birmingham, Al • Founded 1856 • Enrollment: 1,500 • Labeled, by U.S. News and World Report as one of the most efficiently operated schools in the nation. Enrollment: 1500 students Faculty ratio: 12:1 Students on ResNet: 1,000

  3. BSC Residence Hall Network • Phased in over 3 years in early to mid 1990’s • “One port per pillow” • Today – 16 buildings with1,000 ports total • Mixed cat 3/5

  4. BSC ITS Provided Network • Flat network, 10/100 Mbps to the desktop • “Free” no charge to the students • Shared main college Internet connection • ResNet bandwidth allocated as a percentage of main connection • Eventually allocated bandwidth by time of day

  5. BSC ResNet Pressures Build • By 2000 it was about… • Support • Bandwidth • P2P Management At first… It was all about support to get student machines configured & connected • And then… • File Sharing (RIAA) • Bandwidth • P2P Management • Security – Viruses & Worms

  6. BSC Bandwidth Allocated to ResNet

  7. BSC Residence Hall Network • Viruses, worms and other self-propagating nasties – significant impact on network performance • RIAA, MPAA, ESA… • Insatiable bandwidth desires • Debate regarding purpose of ResNet and use of our resources – what is the appropriate use of ResNet – games, P2P, etc. • Staff needed for other projects

  8. BSC Fall 2003 – Worms! • August 2003 – Blaster and Nachi strike infecting many machines • ResNet turned off to prevent further infections…

  9. BSC ResNet Frustrations Rise • RIAA, MPAA complaints increased significantly • Continued to experience huge drain on support, network and staff – many projects were put on hold. • Bottom-line: Fall 2003 ResNet performance was sporadic and ITS stretched thin.

  10. BSC Something had to change • To continue to support ResNet ourselves, we would need to: • Significantly change and upgrade the network • Install better traffic monitoring and compliance systems • Provide additional network and support staff • However – we were concerned about the funding and staff resources for the long term

  11. BSC Students – and Parents - React • Beginning of semester issues – took too long to setup student machines • Parents did not feel comfortable with privacy issues (IT setting up a student machine)

  12. BSC Thoughts turned to outsourcing- Initial requirements: Tiered service plan including a base no-cost option for the students Robust network that could withstand viruses, trojans & worms On-site support Increased bandwidth A true partner interested in a collaborative relationship and who understands the unique needs of higher education

  13. BSC Specialty ResNet Provider • Agreed to meet all of our requirements • Tiered service options • On-site support • Increased bandwidth/network redesign • Understood residence hall networks and the academic culture – CEO very effective at talking with the students about their concerns and issues • Interested in a partnership-type relationship

  14. BSC Outsourcing Concerns • Cost/Value • Loss of control and visibility • Would students get the support they need

  15. BSC The Reality of Outsourcing • IT Staff now able to focus on core objectives • Predictable and stable costs • Better service and support • Fully scalable networks • Network and virus management • No equipment costs

  16. BSC Selected Apogee • We felt they were the best overall fit for us and would be able to meet all of our needs.

  17. BSC What we outsourced… • Redesign of the Residence Hall Network • Network monitoring, troubleshooting, repair and replacement • Custom service levels and prices that met our particular needs and budgets • Management of the account sign-up process • Student billing • Marketing and PR

  18. BSC What we outsourced… • A call center open 7 days a week • An on-site technician for troubleshooting student network issues • The ISP of record for DMCA and other complaints • Work collaboratively with the college for responding to DMCA complaints • College gets copies of all notices and the still may impose judicial sanctions.

  19. BSC Apogee – The Network • Redesigned our residence hall network and “over built it” • Provide much larger Internet pipe and guarantee availability of bandwidth-regardless of student use • Replaced network components • Installed system to control network traffic and bandwidth allocation • Gigabit backbone network • Give the students what they want - Students allocated bandwidth based upon their service level – could be used for whatever they wanted (any “legal use”)

  20. BSC Apogee Service Plans *High Speed=10/100 Mbps to all bsc.edu resources Apogee increases available speed each year – investing in the future of the school and the students.

  21. BSC Future Apogee Services • Wireless (Wifi) • Already added common area coverage to dorms- no additional service cost • Looking at wall-wall expansion • Video Over IP - enabling students to view available television broadcasts using a personal computer via the Apogee residential network

  22. BSC Apogee Service Costs • The College pays Apogee a base fee per month to cover: • 10 Mbps dedicated administrative Internet service • “Free” 1.5 Mbps basic level Internet service for all students • Apogee help desk support for ResNet students • **Future upgrades to keep the students happy

  23. BSC On-line Activation Process • A student plugs their computer into a ResNet port. • Automatically directed to Apogee login page. • Includes a link to the account sign-up page if needed • Student activates computer using Apogee supplied username and password. • Only need to do this once per semester.

  24. BSC Fall - Up and Running • A few scattered equipment problems (bad core router) • New service/way to connect required lots of communication with returning students so they’d start calling Apogee first • Overall, things went well

  25. BSC How’s It Working? • ITS has had time to focus on other things • Students like the service “Apogee completely resolved our problems with ResNet. We have been absolutely satisfied. Service and reliability of the network is unmatched.” Anthony Hambey, Associate Vice President for IT

  26. BSC ResNet Implementation • Transition work • Support Procedures • Technical/Interconnectivity issues • Weekly meetings • Good communication with students by Apogee and ITS Bottom Line: Good preparation by both Apogee and BSC made for a smooth transition and good first year

  27. Questions or comments?

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