Faculty of Arts: LAN (Local Area
Network) Service Level
Agreement
Arts Administrative Group Presentation
Thursday, January 25, 2007
Presented by: Sharon Barqueiro
Sharon’s desk: post holidays!
• Happy New Year!
Seriously, though….
• Topic:
LAN (Local Area Network) Service Level
Agreement between the Faculty of Arts
and IST Customer Service (also known
as ICS) Information Systems and
Technology (IST) Customer Services
Objective from the Provost
Anthony C. Masi
• “CIO (Central Information Office)
Units combine people, processes
and technology to achieve optimal
levels in the delivery of IST
(Instructional Service Technology)
services.”
Objective from Dean
Christopher Manfredi
• To provide the most innovative and
advanced computer services to the Arts
community
• To reduce costs without compromising
service
• To improve the staffing situation in FAITS
by providing more permanent positions
and career opportunities
Current Situation in Arts
• FAITS: Faculty of Arts Instructional
Technology Services
– Administrative, technical unit belonging to the
Faculty of Arts
– Is an independent unit reporting to the Dean
of Arts (Christopher Manfredi) but under the
supervision of Associate Dean, Academic
Administration and Oversight (Mary
MacKinnon)
Organizational Profile
• Four Major Components
• Funded by various sources
– Faculty of Arts
– Central University
– Student Funds (Arts Undergraduate Society)
– And revenue generated by printing, service
calls, etc.
Component I: FAITS (Faculty of
Arts Information Technology
Services) Administration
• FAITS supervised by Luc Levasseur, Systems
•
•
Manager
Has two administrative staff members, Lillian
Lazarek, Administrative Coordinator and an
Accounting Administrator
provides desktop, notebook, network, and help
desk support for all faculty and staff within the
Faculty of Arts, as well as some associate
departments.
Component II: LAN (Local Area
Network)
• LAN runs the computer network for Arts
• Includes a lab supervisor, two permanent technicians,
•
•
casual technicians
Is a first point of contact for all faculty and staff
computing issues (e-mail, internet connectivity, software
installations, hardware assessments, etc.).
Provides desktop, notebook, network, and helpdesk
support for all faculty and staff within the Faculty of Arts,
as well as some affiliated departments.
Component II: LAN (Local Area
Network)
• Is responsible for over 1,000 LAN connections
•
to the Arts computer network including
academic, administrative, technical and
student connections
Manages software, software installation/
changes to operating systems (e.g., Active
Directory), distribution of computers and
installation, etc.
Component III: LABORATORY
FACILITY
• LAB responsible for running Arts research labs,
•
•
student labs (graduate/undergraduate), AMLF
(Arts Multimedia Language Facility)
Employs a Lab Supervisor, 2 Permanent
technicians and casual staff
Large component of funding comes from the
Arts Undergraduate Society (AUS) and the
Faculty of Arts
Component IV: ETG (Educational
Technology Services)
• Educational Technology Group
– The Educational Technology Group (ETG) acts
as a resource to instructors in the Faculty of
Arts.
– provide support and training on a variety of
technology available at the University.
– services include one-on-one assistance,
workshops, and pedagogical consultation
Component IV: ETG (Educational
Technology Services)
• Has one permanent management position
• Is undergoing reconstruction depending
upon the needs specified by Arts
• Provides assistance and advice on
technological services including hardware
and software devices to Arts staff
Current Problem Areas
• Insufficient funding for permanent positions
• High staff turnover and dependence on casual staff
• Escalating costs for departments related to new staff
•
•
•
•
hires, both academic and administrative
Need to have FAITS associated with IT professionals for
consultations, advice and career advancement and
training
Need for inventory tracking system
Two separate service systems for Arts; one for Dawson
Hall and the other for all other Arts areas
Management of Software Licenses
Consultations
• Formed a workgroup in Arts with representatives
•
•
•
from administrative, academic and research
areas chaired by Associate Dean Mary
MacKinnon
Consultations with other Faculties who currently
have SLA’s – Agricultural Sciences (MAC); Law
and Management
Consultations with FAITS and IMS, ICS and
individuals at McGill
Recommendations discussed and implemented
into the service level agreement (ongoing)
The Proposal
• Delivery of central information technology (IT)
support services to the Faculty of Arts
– Faculty and staff customer support by web form,
email or phone for PC and MAC including computers
not authenticating to Active Directory
– Faculty of Arts Secretariat will move under one
Service Level Agreement with the rest of Arts
departments
– Teaching, research and student lab support (the latter
two under separate agreements to be negotiated)
The Proposal (cont’d)
– Reduce operating costs for faculty IT support by
eliminating the $45 per hour support service charge
– Inventory tracking system, streamline purchase of
hardware and software
– Multiple faculty and staff machines supported
– Laptop support as part of the academic laptop
program
– Peripheral support: Personal Digital Assistants (PDA’s
(Palms and Blackberries), Printers, Scanners,
SmartBoards, USB (Universal Serial Bus) storage
devices, UPS (Universal Power Supply) units
The Proposal (cont’d)
• Software Support
– All software supported for faculty and staff
images (Helpdesk, customer support and
training)
– Management of software licenses including
those not already managed by FAITS
– Maintenance and support of two Arts servers,
ARTSWEB, ARTSTECHII
The Proposal (cont’d)
• Software Support
– License management
– Support for SIS, FIS and HRIS systems
– Support for Enterprise Data Warehouse
queries
The Proposal (cont’d)
• Central Policy: Disposal of Fully Amortized
Hardware
– Tracking of moveable assets; link to
purchases from hardware/software purchases
– Implementation of disk-wiping utility
The Proposal (cont’d)
• Staffing Benefits
– Temporary positions become permanent (6
employees)
– More challenges and opportunities for these staff in a
larger organization
– Access to knowledge base for solving problems (HEAT
Help-desk Enterprise Automated Ticketing (software)
; peers)
– Professional development, memberships
– Salary progression
Added Arts Benefits
• The same Arts staff will be servicing Arts
• Provost to cover costs of adding additional
•
•
•
personnel to service Arts needs
Arts Secretariat brought at no additional cost
under central agreement for the Faculty of Arts
Arts will be included in the discussion and
acquisition of new technologies and services
Back up from central services to replace staff on
leaves or incidental illness
Added Arts Benefits (cont’d)
• ITSOC (Information Technology Support
Oversight Committee) will be formed that
consists of members from Arts
– Committee will be chaired by Associate Dean,
Academic Administration and Oversight
– Members from ICS/IST will sit on this
committee
– Matters affecting the Arts LAN will be
discussed and decided through this committee
Added Arts Benefits (cont’d)
• One central support number--one telephone
•
•
•
number and available on-line form and email to
handle service requests
Requests will be routed through the central
ticketing service and redirected where
appropriate
Log of comments to be reviewed by Arts and
ICS on a regular basis and system in place to
deal with complaints in a timely manner
Service reports to be reviewed on a continuing
basis
Okay, how does this affect me?
Okay, how does this affect
me?
• Change in the way we report computer
problems (one central number) with
alternate service request form and email
• No $45 an hour service fee!
• Same wonderful staff
• More opportunities and collaboration for
our FAITS staff with central service staff
Questions/Break for Coffee?
Levels of Service
• There are four levels of service
Level 1: Response as soon as possible.
Takes priority over all other service
requests.
– Service outages require level 1 response. Servers should be
available 24 x 7, except for routine scheduled maintenance and
upgrades to be conducted outside of the Monday to Friday 9am
to 5pm hours
– Service requests by individuals or groups relating to important
matters such as computer breakdown at peak periods of
examination times, research grant deadlines, etc.
Level 1 examples
• ICS will provide support services (first-line triage) related
•
•
to the backbone and network infrastructure used for
internet connectivity to ports in FA.
Internet Connection and Campus Network Connectivity
support includes support for Dial-up Access Service
(DAS), Virtual Private Network (VPN), wireless and wired
connections, and e-mail.
ICS provides IS/IT security support against, for example,
hackers, violations of aspects of the McGill Computer
User Code of Conduct, and viruses.
Level 2 examples
 Response time within 4 hours (within the hours


of 9:00 a.m. and 5:00 p.m., working days)
Resolve password or intruder lockout issues
requires a level 2 response
Repair of Computers, Laptops and PDAs First
stage: The initial request requires a level (4
hours) response depending on the urgency of
the need. ICS will troubleshoot PC hardware to
identify the source of the problem and, if the PC
is under warranty, will coordinate the repair of
the PC.
Level 2 examples
• Hardware troubleshooting requires a level
2-3 response, depending on reported
urgency, and if alternative equipment can
be used temporarily
• Single installation, relocation or
configuration of desktop or printer that is
replacing a non-functional unit requires a
level 2 response
Level 3 examples
• Response time within 24 hours (one working day)
• Requests for implementation of new accounts or to
•
•
rename existing objects require a level 3 response
Maintain security group memberships (additions or
deletions) of Active Directory group objects require a
level 3 response.
Level 3 if this is a new printer that is replacing a nonfunctioning printer.
Level 4 examples
• Response time greater than (>) 1 working day
• Larger-scale deployment of new and redistribution of
•
•
PCs and/or printers will be negotiated (usually requires a
level 4 response) between FA and ICS.
Once the initial request for service on a computer,
printer, PDA, etc. (see level 1 example) is completed,
i.e., a hot spare computer was temporary installed, the
request for repairs require level 4 (2-10 days) response
depending on the urgency of the need
Requests for implementation of new applications require
variable Response Levels, but generally level 4 (2-10
days) (depending on how urgently a particular
application is needed).
List of Service Level examples
• This will be provided before the SLA is
adopted so that we will all be on board
with how long a particular service request
will take
• Questions? Clarifications?
Where are we now?
• The Faculty is currently reviewing the Service Level
•
•
Agreement very carefully to ensure that all of the Arts
areas are covered.
We intend to move departments over gradually at a time
convenient for Departments.
With the assistance of Kathleen Holden, our
Communications Officer, we will be launching a
communication plan which will consist of a) an icon on
your desktop to link you directly with the ICS help desk,
a sticker on your computer and/or the mouse pad with
all of the help links. We will also have posters,
coordinate communication via emails, etc.
Where are we now?
• Plan for implementation: Spring or
Summer 2007 in a consultative phased
process.
• Plans for bringing the SLA for the research
area of Arts including research projects,
graduate and undergraduate student labs,
satellite labs, etc. will be a separate
transition process.
Where are we now?
• We will also consider the future of the ETG
(Educational Technology Group) with
consultation from our faculty.
We need your help!
• Any comments or suggestions to make
this transition as easy as possible would
be greatly appreciated.
• Comments/suggestions can be sent via
email to:
Sharon Barqueiro
Sharon.barqueiro@mcgill.ca
• Telephone:
398.3254
Thank you for your time and energy in
helping make this a success!