Happy St. Patrick’s Day

1. Happy St. Patrick’s Day

2. IT Briefing Agenda 3/17/05 • Exchange Update • Web Services Update • Remedy Overview • SPAM Upgrade • Email AV Diagram • John Ellis • Eric Vanwieren • Karen Jenkins • Jay Flanagan • Tommy Stripling

3. Exchange &Web Services

4. Remedy Overview Karen Jenkins

5. Background • BMC is the parent vendor organization • IT Management organization • Also owns Magic, Control-SA, Patrol, Marimba, etc. • EMS is the professional and support services provider • Specializes specifically in Remedy

6. Improvements • Works with ITD technical standards • Both a client and web-based solution • More friendly GUI interface • Easily customizable (Views) • More accurate reporting • Bulletin board and flashboard capability • IT Management Solution • Call tracking is only one component …

7. Remedy IT Service Management Help Desk Service Level Agreements Change Management Action Request System Asset Management

8. Planning & Implementation Teams • Campus team: • Michael Derry, Weiming Lu, David Westin, Chris Boswell, Kyle D’Mellow, Moses Adrien, Stephen Wimberly, Eddie Parsons, Beth Reichle, Michael Raper, William Bryant • Infrastructure team: • Bruce Anderson, Karla Fields, Mark Parten • Application development team: • Andrew Kincaid, Al Shelton

9. Development Architecture

10. Help Desk Module • Help Desk (Phase 1) • Break/fix support request • Problem management • Change Request (Partial in Phase 1) • Requires approval –or- • Something that requires multiple tasks • Asset Tracking (later) • Manual population of client asset information

11. Phase 2 (summer) • Service Levels • Escalations • Defined Change Requests • Based upon defined business processes (new hire, virus, etc.) • Begin Asset examination • Other customizations • Emailing from within the app

12. Severity Levels • Single User • Department • Building • Campus

13. Priority Levels (trigger escalations) • Low • Lowest priority (default value). • Normal • Respond to the incident after high and critical incidents are resolved. • High • The incident should be handled before the normal incidents. Typically this incident would affect multiple users or a VIP. • Critical • Highest Priority. Reserved for ITD and NetCom. Enterprise Service or Network is down.

14. Help Desk Ticket Status • New • Assigned • WIP – Work In Progress • Pending • Resolved • Closed

15. Category Type Item (CTI) Tree • Category (noun) • Short list (no more than 10-12) of main classification … University Application, Desktop Software, Security, Network, etc. • Type (noun) • List of types for a given Category … Blackboard, Emory Email, PeopleSoft, etc. • Item (verb) • List of action items for a given Category + Type … slow, down, upgrade, backup, etc.

16. University Applications Infrastructure Security Network Desktop Software Hardware Server Operating Systems Categories

17. CTI Examples Category Type Item HELP DESK University Application Emory Email Slow Infrastructure LDAP Down CHANGE REQUEST Security Virus Work Request Network Port Disable Desktop Software Virus Repair

18. Location Information • Information to identify the location of the requestor for purposes of ticket assignment • Typically referred to as Region, Site Department (RSD) • Location and person information updated nightly via ESD • NEED INPUT FROM CAMPUS RE: SUPPORTED DEPARTMENTS

19. Ticket Assignment • Automated workflow within Remedy to minimize work load, error, and guess work with ticket assignment • Based upon two areas: • CTI (Category, Type, Item) • RSD (Location Information)

24. Customer Satisfaction Survey • Stretch goal for Phase 1 • Quick survey on ticket close • Examples (Strongly Agree … Strongly Disagree) • Was the service provided timely? • Was the technician knowledgeable? • Was the problem solved to your satisfaction? • Was the technician friendly?

25. Initial Notifications • Notification methods: • Email, pager, alert • Customized per user • Assignment => all members of the group will receive notifications • Pending => end user • Resolve => end user (with 7 day note) • Close => end user (with survey link)

26. Views & Homepages • Initially will develop basic views • Custom and additional views developed as requested in phase 2 • Teams can have a different view based upon their needs

27. Status • Data import • CTI information (~85%) • Person data (95%) • Location data (95%) • Magic data (0%) • Assignment matrix • CTI assignments (~90%) • Location assignments (~70%) • LDAP integration (~50%) • Interface (~50%)

28. Phase 1 Schedule • Out of the box help desk module functionality - March 31st • Development “playground” for ITD and campus - April 1- April 30 • Modification requests submitted using Remedy (University Applications, Remedy, Feature Request) • Cut-over – May 9th

31. Spam Product Upgrade Jay D. Flanagan Security Team Lead Tech Services / ITD

32. Spam • Trend Micro SPS • our current implementation is version 1 • updates are no longer available • filter via X-pstn-spam: Y in email header • the latest version does not mark email headers with X-pstn-spam: Y

33. Current Headers

34. Spam Product Upgrade • Headers have changed • New filters will need to be implemented • Options • Subject Line • Use new header information

35. Option One • Filter against subject line • prepend subject line with “SPAM” or other unique identifier

36. Option Two • Filter against new header markings • X-imss-result has 7 possibilities: • Blocklist • Commercial_... • MMF_... (Make Money Fast) • Porn_... • Racist_... • Default • Passed • Commercial, MMF, Porn, and Racist each have 4 possibilities: Confident, Least Confident, Most Confident, Very Confident

37. New Headers

39. Email Anti-Virus Scanning Tommy Stripling