LEPP Computer Group (LCG)
Resource/Policy Initiative
R. Helmke - Spvsr Mtg - 11/19/2002
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LEPP Computer Group (LCG)
Mission Statement:
• “Within available resources, provide the
best possible information technology
support for LEPP’s scientific mission and
its members’ productivity."
R. Helmke - Spvsr Mtg - 11/19/2002
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Problem: More things to do –
same people to do them:
• Increase over time in:
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Number of nodes
Number of different platforms to support
Applications
Users
Extent and intensity of use
• Constant LCG staff level and $$$
R. Helmke - Spvsr Mtg - 11/19/2002
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More things – same people
• LCG swamped with too many individual
service requests
– Too large a fraction of effort spent responding to
immediate problems, not enough spent on
infrastructure, longer term projects, and new
technology introduction
– Too often we can not give fast enough response to
important service requests
– Partly LCG’s fault - “Positive Feedback” syndrome the more responsive we are to individual requests, the
more requests we get
R. Helmke - Spvsr Mtg - 11/19/2002
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More things– same people
• At the same time we want to make
improvements in:
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Network infrastructure
LEPP Web capability (XML, etc.)
Server reliability (RAID)
Security (PKI, etc.)
Email (antiSpam, antiVirus, etc.)
High density compute farms (Blade, etc.)
Videoconferencing (VRVS, GAN support)
….
R. Helmke - Spvsr Mtg - 11/19/2002
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More things– same people
• …as well as improvements in:
– communicating in a more timely manner and
more effectively with users:
• progress of service response
• better user feedback to LCG
– Resolving inconsistent operating system and
application versions
– Other service improvements
R. Helmke - Spvsr Mtg - 11/19/2002
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Solutions:
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Prioritization
Policies
Realistic Expectations
Shared Resources
Communication
R. Helmke - Spvsr Mtg - 11/19/2002
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Prioritization
• LEPP must carefully consider every
request for a new workstation or upgrade
– On-going support costs are greater than
purchase price of hardware
– Support staff cost of upgrading a workstation is
usually greater than new install
R. Helmke - Spvsr Mtg - 11/19/2002
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• LCG needs to provide a limited set of
standard offerings (platforms,
workstations, applications, versions)
– Economies of scale
– Exception policy has to be restrictive
R. Helmke - Spvsr Mtg - 11/19/2002
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• Restrict Mac deployment and support
– New installs and upgrades will be PCs (not Macs)
wherever possible
– Keep/support Macs only where necessary
– Move all remaining Macs to OS X (March ’03)
– Vigorously restrict application versions
– Promote (require) greater self-reliance for Mac users
• CU Help Desk
• Baka
– Printing from a MAC will go only through queues, etc.
R. Helmke - Spvsr Mtg - 11/19/2002
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Policies
– Need to enforce “return to pool” policy after
temporary use of workstation (e.g. REU)
• Too often workstations get “incorporated”
without consideration of other needs and costs
• Request to keep temporary workstation should
bear the same scrutiny as a new request
R. Helmke - Spvsr Mtg - 11/19/2002
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• Persuade/prevent users from adding nonessential software to their workstations
– These are “workstations” not “personal
computers”
– Integrity and security of LEPP network must be
protected
– Considerable time spent cleaning up after
R. Helmke - Spvsr Mtg - 11/19/2002
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• Educate/prohibit use of workstations
local disk for anything but “temp” use;
– Adhere to “no local disk backup” policy
– Prevent users from losing needed files
– Reduce LCG time spent “restoring” bookmarks,
etc.
R. Helmke - Spvsr Mtg - 11/19/2002
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• LCG must take an assertive stance on policies
– (goes against our naturally “helpful” nature)
– “We support this (these) version(s) – and that’s it!”
– “Fit within these standards or it does NOT go on our
net!”
– Synchronized upgrade to <version> of <application> on
<date> - whether or not it’s most convenient for
individual users.
R. Helmke - Spvsr Mtg - 11/19/2002
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Realistic Expectations
• Communicate to users reasonable
expectations for:
– Response time
– Budget restrictions
– Scope of support
R. Helmke - Spvsr Mtg - 11/19/2002
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• LCG must limit amount of application
support provided
– Supervisors must include application support in
their project planning
– Users need to have reasonable expectations
for support
– LEPP must explore alternate application
support options:
• Baka, CU Help Desk, etc.
R. Helmke - Spvsr Mtg - 11/19/2002
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Training
• LCG to actively promote, advise, and facilitate
training options
• Computer Based Training – Available free from
CIT
• CIT training courses, TC3, etc.
R. Helmke - Spvsr Mtg - 11/19/2002
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Shared Resources
• Trying to create a Public Workstation Facility
– Needed to provide for:
• Infrequently used, expensive applications
• Low duty factor (e.g. student) access/use of workstations
• Overflow demands (CLEO meetings, Summer students)
• Special devices (e.g. scanner)
– ~6 nodes
• 4 – 5 Windows PCs (1 with scanner)
• 1 Linux PC?
• (1 Mac?)
R. Helmke - Spvsr Mtg - 11/19/2002
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– Applications (distributed among nodes):
• MS Office 2000 Professional
• AutoCAD
• ANSYSAdobe
• Illustrator
• Adobe Acrobat
• Matlab
• Mathematica
• ORCAD
• Altera
R. Helmke - Spvsr Mtg - 11/19/2002
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– Applications (cont.):
• Igor pro
• Ghostview/Ghostscript
• WinTeX2000, MikTeX
• Cygwin
• Visual Studio
• Frontpage 2002 (?), Dreamweaver (?)
• MathCad
• …….
R. Helmke - Spvsr Mtg - 11/19/2002
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• Selectively shared laptops to reduce need
for desktops
– E.G. shared within group for:
• Infrequent use
• Low duty-factor locations
• Infrequent/Special software needs
– More formalized loaner program
• Published policy
• Formal (Web based) signout (and return)
procedure
– However, there are problems with Laptops
R. Helmke - Spvsr Mtg - 11/19/2002
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Communication
• Improve LCG <-> Supervisor communication
– Make sure supervisors understand our policies
– Make sure users get supervisor approval before request
• Identify “computer contact person” within LEPP
groups
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Communicate group needs to LCG
Coordinate and facilitate LCG support to group
Will get special training and focused support from LCG
First point of contact for group support needs
Especially important for Newman groups
R. Helmke - Spvsr Mtg - 11/19/2002
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• Considering a Computing Advisory
Board
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Forum for policy discussion, creation
Provide user-group communication to LCG
Provide LCG cover for unpopular policies
Infrequent regular plus ad hoc meetings, plus
email
– Broad representation
R. Helmke - Spvsr Mtg - 11/19/2002
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• Improve current service request and problem
tracking model:
– Currently using Keystone tracking tool
• We’re looking at a replacement/improvement
– Email to service@lns.cornell.edu for request
submission
– Will emphasize Web-based request submission
– Every LCG member sees every request
– Automatic Keystone reply
– Goal: <1 day response from human being
R. Helmke - Spvsr Mtg - 11/19/2002
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