Information Technology at Emory
Happy St. Patrick’s Day
Information Technology Division
Technical Services
Information Technology at Emory
IT Briefing Agenda 3/17/05
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Exchange Update
Web Services Update
Remedy Overview
SPAM Upgrade
Email AV Diagram
Information Technology Division
Technical Services
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John Ellis
Eric Vanwieren
Karen Jenkins
Jay Flanagan
Tommy Stripling
Information Technology at Emory
Exchange &
Web Services
Information Technology at Emory
Remedy
Overview
Karen Jenkins
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
Improvements
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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 …
Information Technology Division
Technical Services
Information Technology at Emory
Remedy IT Service
Management
Help
Desk
Action
Request
System
Change
Management
Asset
Management
Information Technology Division
Technical Services
Service
Level
Agreements
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
Development Architecture
DataBase
Server
Application
Server
Sun E450
Solaris 9
4 x UltraSparc II 296 MHz CPU
2 GB RAM
Enterprise 220R
Solaris 8
2 x 450 MHz CPU
2 GB RAM
Web/MidTier Server
Information Technology Division
Technical Services
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
Severity Levels
• Single User
• Department
• Building
• Campus
Information Technology Division
Technical Services
Information Technology at Emory
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.
Information Technology Division
Technical Services
Information Technology at Emory
Help Desk Ticket Status
• New
• Assigned
• WIP – Work In Progress
• Pending
• Resolved
• Closed
Information Technology Division
Technical Services
Information Technology at Emory
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.
Information Technology Division
Technical Services
Information Technology at Emory
Categories
• University
Applications
• Infrastructure
• Security
• Network
Information Technology Division
Technical Services
• Desktop
Software
• Hardware
• Server
Operating
Systems
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
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)
Information Technology Division
Technical Services
Information Technology at Emory
Current Remedy Category
Assignment Methods
University Applications
Tickets are assigned to specific application owner queues within ITD based upon Type
Infrastructure
Tickets are assigned to specific application owner queues within ITD based upon Type.
Security
Tickets are assigned to the Security queue.
Network
Tickets are assigned to the Network Operations Center queue.
Information Technology Division
Technical Services
Information Technology at Emory
Current Remedy Location
Assignment Methods
1
School or Division
Tickets are assigned to support queues based on the School or Division
of the requester.
2
Depart and Sub-department (when applicable)
Tickets are assigned based on the department and sub-department of
the Requester.
3
Campus
Tickets are assigned to support queues
.
based on the current campus
location of the Requester.
Information Technology Division
Technical Services
Information Technology at Emory
Location Combination
Department
Site
Region
examples
School -orDivision
Law School
Department plus
Sub-Department
(when applicable)
VP for Finance
Bursar’s Office
Emory College
School of Medicine
Administration
School of Medicine
Medicine
Cardiology
Campus
Information Technology Division
Technical Services
Briarcliff
DUR
Grady Memorial
Hospital
Information Technology at Emory
Manual
Categorization
Location
Help Desk Assignment Examples
Automatic Assignment
Service Desk
Based On
End User
(School = Emory College)
Emory College Support Team
Automatic Assignment
Based On
`
Service Desk
ITD Unix Team
Eagle Email
Category = University Applications
Type = Eagle Email, Item = Down
Manual Assignment
Based On
Service Desk
Information Technology Division
Technical Services
Emory Help Desk
?
Information Technology at Emory
Customer Satisfaction Survey
• Stretch goal for Phase 1
• Quick survey on ticket close
• Examples (Strongly Agree … Strongly
Disagree)
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–
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Was the service provided timely?
Was the technician knowledgeable?
Was the problem solved to your satisfaction?
Was the technician friendly?
Information Technology Division
Technical Services
Information Technology at Emory
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)
Information Technology Division
Technical Services
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
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%)
Information Technology Division
Technical Services
Information Technology at Emory
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
Information Technology Division
Technical Services
Remedy Standard Operating Procedure
New
Information Technology at Emory
Service
Request
Yes
End
User?
Confirm identity
and contact
information
Confirm Campus
location
No
Assign
B
Can tech
resolve?
B
Select Summary
Enter trouble
shooting steps and
required technical
detail in work log
No
Yes
Is auto-assign
correct?
No
Enter in work log
why assignment to
particular group
Change to
appropriate group
Save (assign)
Yes
Assign to yourself
and change status
to WIP
WIP
Set Priority and
Severity levels
Yes
Obtain NetID of
end user
A
Enter CTI and
problem
description
No
Applicable
Summary?
Enter
troubleshooting
steps in diary
Sufficient data
and/or equip?
Yes
Problem
resolved?
No
Pending
No
Change status to
pending
Customer
interaction
required?
Yes
No
B
Obtain data /
equip.?
Yes
Change group to
help desk and
save (assign)
C
Yes
B
No
Resolve
No
C
Enter resolution
details
Confirm CTI and
change to
Resolved
Customer
Responds?
Information Technology Division
Yes
Technical Services
No
Yes
7 days?
A
Close w/ Survey
LEGEND
Notifications sent
with these actions
Information Technology at Emory
?
Questions
Information Technology Division
Technical Services
Information Technology at Emory
Spam
Product
Upgrade
Jay D. Flanagan
Security Team Lead
Tech Services / ITD
Information Technology at Emory
Spam
• Trend Micro SPS
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–
–
–
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
Information Technology Division
Technical Services
Information Technology at Emory
Current Headers
Information Technology Division
Technical Services
Information Technology at Emory
Spam Product Upgrade
• Headers have changed
• New filters will need to be
implemented
• Options
– Subject Line
– Use new header information
Information Technology Division
Technical Services
Information Technology at Emory
Option One
• Filter against subject line
– prepend subject line with “SPAM” or other
unique identifier
Information Technology Division
Technical Services
Information Technology at Emory
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
Information Technology Division
Technical Services
Information Technology at Emory
New Headers
Information Technology Division
Technical Services
Information Technology at Emory
?
Questions
Information Technology Division
Technical Services
Information Technology at Emory
Email AntiVirus
Scanning
Tommy Stripling
Send Mail or Out-Bound
Information Technology
at Emory
Off-Campus
Border Firewall
Divisional Email
Hosts
Enterprise Email
Hosts
mail going offcampus
1
Email
Antivirus
Scanner
Forwarding
Spam
Tagging
Receive Mail or In-Bound
Emory Divisional Email Hosts
Enterprise Email Hosts
Red - Any Send Mail or
Out-Bound Mail
Forwarding
Email
Antivirus
Scanner
Smtp.Service.Emory.Ed
u
Green - All Email to Emory
LearnLink
Some possible Email host antivirus architecture.
Listservs
nt
s
lie
Fr
o
m
em
ai
2
lc
Eagle
Mail
Email
Antivirus
Scanner
Learnlink
sent mail
Blue - Emory Email with an
Enterprise address.
Gold - Emory Email with a
Divisional address
Email
Antivirus
Scanner
Workstation
Information Technology Division
Technical Services