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					      The Technical Services Stuff in IT Services

A brief tour of the technical and service offering plethora – who knew????




                        Technology Training Services
                               October 2009




                                                                             1


            STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
Course Goals


   • To help you integrate into IT Services by gaining
     the technical and service-oriented knowledge
     needed to be more productive.

   • To improve your awareness of and promote the
     services, resources, and tools that the various
     groups within IT Services provide (to the campus
     at-large and also within IT Services).

   • To provide a functional overview of the services
     and products, and how they interrelate across
     computing organizations and why they are
     important to the campus as well as IT Services.

                                                                       page 2

               STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
Course Agenda

The technical overview of the services provided by each of the main divisions within IT Services
     •   Strategic Planning
     •   Human Resources
     •   Architecture
     •   Research Computing
     •   Computing Services
     •   Communication Services
     •   Client Support
     •   Business Services




                                                                                           page 3

                        STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
Administrative Guide Policies

 Policies: http://adminguide.stanford.edu/
   •   Admin Guide 1: University Code of Conduct
   •   Admin Guide 61: Administrative Computing Systems
   •   Admin Guide 62: Computer and Network Usage Policy
   •   Admin Guide 63: Information Security
   •   Admin Guide 64: Identification and Authentication Systems
   •   Admin Guide 66: Chat Rooms and Other Forums Using Stanford
       Domains or Computer Services
   •   Admin Guide 67: Information Security Incident Response
   •   Admin Guide 81.1: Telecommunication Services
   •   Admin Guide 81.3: Provision of Mobile Equipment and Related
       Services
   •   Admin Guide 84: Credit Card Acceptance and Processing


                                                                         page 4

                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
HIPAA and FERPA

 HIPAA (Health Information Privacy and Security)
   • http://hipaa.stanford.edu/
   • Protects the privacy of an individual’s health information and
     govern the way certain health care providers and benefits plans
     collect, maintain, use and disclose protected health information
     (“PHI”).
   • Be sure appropriate procedures are maintained to ensure that the
     HIPAA privacy and security rules are followed.
 FERPA (Family Educational Rights and Privacy Act)
   • http://ferpa.stanford.edu
   • Provides students the right to consent to disclosures of personally
     identifiable information contained in the student’s education
     records.
   • Students, faculty, and others with questions regarding student
     records should contact the Office of the University Registrar.
                                                                         page 5

                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
Security Issues

 Important security concepts all IT Services employees need to
  know and understand:
   • Admin Guide 63
   • Data Classification (Confidential, Restricted, Prohibited)
       http://www.stanford.edu/group/security/securecomputing/dataclass_chart.html
   • Encryption
       • Passwords: always use a secure connection when sending your password!
            •   Kerberos
            •   Secure Socket Layers (SSL) and Secure SHell (SSH)
            •   Stanford Desktop Tools
       • Computers: be aware of how to encrypt the contents of your computer!
            •   Stanford Whole Disk Encryption: (SWDE)
                http://www.stanford.edu/services/encryption/wholedisk/index.html
            •   Windows: http://securecomputing.stanford.edu/pc_file_encryption.html
            •   Mac: FileVault (System Preferences > Security > FileVault)




                                                                                       page 6

                    STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
IT Services Organization Chart




                                                                     page 7

             STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
IT Services Organization Chart




                                                                     page 8

             STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Computing Services



Authentication: SUNet IDs

 Stanford University Network IDentifier
   •   3-8 character identifier
   •   Permanent – cradle to grave – but aliases allowed!
   •   Not private and not anonymous
   •   Your “golden key” to online services
   •   Password – change every 180 days
   •   http://sunetid.stanford.edu




                                                                                    page 9

                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Computing Services



Authentication: Workgroup Manager

 Workgroup Manager
    Web application
    Defines groups of community members for use on restricted web
     pages or applications


 Workgroups are:
   •   Lists of members in a group
   •   Identified by their SUNet IDs
   •   Given a name that uniquely identifies them.
   •   Replicated into the Active Directory (AD) – more on AD later!

       A workgroup may also contain subgroups!



                                                                                   page 10

                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                                           Computing Services



Authentication: Types of Workgroups

 3 types of workgroups:
   1. System-maintained workgroups:
         stanford:student (students)             stanford:academic (faculty and students)
         stanford:faculty (faculty)              stanford:administrative (staff and faculty)
         stanford:staff (staff)                  stanford:stanford (students, faculty, and staff)


   2. Department workgroups (often identified by the department’s
      assigned stem)
         organization:businessaffairs_its        gsb:affiliates             helpdesk:consultants


   3. Individual workgroups (identified by the owner’s SUNet ID
      preceded by a tilde ~)
            ~jdoe:book_exchange     ~instr:friends            ~santa:naughty_children




 Using workgroups (with Webauth, for example) in a .htaccess
  file:
   AuthType WebAuth                 AuthType WebAuth                   AuthType WebAuth
   require privgroup stanford:staff require privgroup its:directors   require privgroup ~instr:friends



                                                                                                    page 11

                       STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Authentication: Kerberos

 Kerberos:
   • A network authentication system for use on physically insecure
     networks.
   • The heart of Stanford’s campus-wide network security
     infrastructure.
   • Prevents eavesdropping or replay attacks.
   • Provides for data stream integrity (detection of modification)
   • Prevents unauthorized reading of data using cryptography
     systems such as the Data Encryption Standard.
   • Is the official method for authentication at Stanford
     (see Admin Guide 64)




                                                                                 page 12

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                     Computing Services



Authentication: Kerberos–A Screencast on How It Works


 From Password to Service Request to Service Ticket

 Screencast Played Here




                                                                              page 13

             STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Computing Services



Authentication: Establishing Kerberos Credentials

   Windows:
     •   Network Identity Manager (NIM)
     •   Stanford Desktop Tools
     •   http://www.stanford.edu/services/ess/pc/docs/kerberos/

   Macs:
     •   Kerberos for Macintosh (runs in the background)
     •   Stanford Desktop Tools
     •   http://www.stanford.edu/services/ess/mac/docs/kerberos/

   Unix:
     •   kinit
     •   http://unixdocs.stanford.edu/loggingin.html

   How does it work?
     1. User runs NIM (Windows) or Stanford Desktop Tools (Windows/Mac) or kinit
     2. User logs in with valid SUNet ID and corresponding password
     3. Kerberos credentials are established!


                                                                                      page 14

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                           Computing Services



Authentication: Web Authentication (WebAuth)

   Open-source web-based system for authenticating users (developed
    here!)
   Protects web sites on the main Stanford web servers
   Can be used with other Apache-based web servers
   How does it work?
     1. User visits a protected website
     2. Login screen appears and user enters SUNet ID and password
     3. User’s identity and Kerberos ticket carried in a cookie




   https://weblogin.stanford.edu/help.html
   http://webauth.stanford.edu

                                                                                    page 15

                   STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Computing Services



Authentication: Web Login (WebAuth continued)

   2 keys are given to you when you log in:
     1. a key to the specific web site or service you visited,
     2. and a "master" key that opens other protected web sites.
   The keys last until you quit your browser program, or
    until they expire – up to 10 hours later.
   Be sure you have "turned in your keys" by quitting your browser
    before you leave your computer.
     •   Otherwise other people can access websites as though they are you!


   Note:
     •   Using a protocol called SPNEGO, supported browsers can access
         protected web sites using Kerberos credentials obtained from your
         computer login instead of using the WebLogin screen.
     •   For details, go to https://weblogin.stanford.edu/config.html



                                                                                      page 16

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Computing Services



Authentication: Shibboleth

http://www.stanford.edu/services/shibboleth/

   Lets you access secured non-Stanford sites (only those who have joined
    a common federation) using your SUNet ID.

   Lets Stanford web servers authenticate users from those non-Stanford
    institutions using their local authentication credentials.

   Example: COManage – Internet2 Project
     •   Still in development…
     •   COManage is the Collaborative Organization Management Platform
         developed by the Internet2 Middleware Initiative. It is intended as a
         demonstration of the capabilities offered by tying together federated
         identity management (Shibboleth), groups management (Grouper), and
         (coming soon) privilege management into a cohesive support infrastructure
         for a variety of collaborative applications.
     •   http://middleware.internet2.edu/co/
     •   http://comanage-dev.stanford.edu/
                                                                                      page 17

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Authentication: Guest Accounts

 Based on email address
 Uses Shibboleth as authentication
 A Stanford Guest Account allows you to view specific Stanford
  web pages that normally require Stanford-Affiliated SUNet
  identification. A Guest Account might allow you to view and
  interact with web-authenticated department, individual, and
  group pages. The owner of the restricted pages can allow you to
  access them via your Guest Account.

 Note: A Guest Account cannot be used to access any restricted
  data including HIPAA, FERPA, or PCI-regulated data.

 http://www.stanford.edu/service/guest/

                                                                                 page 18

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                         Computing Services



Distributed File Systems – AFS (Andrew File System)

 Stanford’s campus-wide file system
 Allows users to efficiently share files across local and wide area
  networks
 System is backed up nightly
 University’s main web site and linked files hosted on AFS

 http://www.stanford.edu/services/afs/




                                                                                  page 19

                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                           Computing Services



Distributed File Systems – AFS disk space quota

   1 GB of disk space per users, group, or department

   Can be used to store web pages, text files, computer programs, pictures
    and other digital data

   Learn more:
    http://www.stanford.edu/services/disk-space/

   Request group/dept space or increase quota:
    http://tools.stanford.edu/




                                                                                    page 20

                   STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Distributed File Systems – OpenAFS

 Lets you access AFS space on a desktop computer as a shared
  drive
 http://www.stanford.edu/services/openafs/




               Mac                                          Windows

                                                                                 page 21

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                         Computing Services



Distributed File Systems – Copying Files to AFS

 For step-by-step instructions on copying files to AFS, visit
  http://filetransfer.stanford.edu/
    • OpenAFS
    • SFTP (Fetch/SecureFX)

 WebAFS is a new, web-based method to easily copy files to AFS
    • http://afs.stanford.edu/
    • http://www.stanford.edu/services/afs/webafs/userguide/




                                                                                  page 22

                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Distributed File Systems – Workgroup Integration

 Workgroups can be integrated with AFS, Mailing Lists, and the
  Active Directory
 https://tools.stanford.edu/cgi-bin/workgroup-admin




                                                                                 page 23

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Computing Services



Distributed File Systems

 Common Internet File System (CIFS)
   • CIFS (Common Internet File System) = “file servers”
       • Also known as “Server Message Block”
       • Also known as the “Windows File Sharing”


   • At Stanford, we use the CIFS protocol to provide access to a central
     file service.

   • Can be used to share and store files for groups and departments.
       • Authentication is via Kerberos and NTLM version 2 (Windows NT LAN
         Manager)


 http://www.stanford.edu/services/storage/lowcost/cifs/



                                                                                   page 24

                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                                                  Computing Services



Backup, System Security, and Anti-Virus

 Backing Up:
   •   Desktop/laptops (e.g., Mozy, Iron Mountain (BaRS being deprecated))
         •   Basically outsourced with a Stanford rate - CRC can help if part of a CRC contract
   •   Servers (e.g., AFS) - Using TSM (looking at disk to disk backup solutions)

 System Security:
   •   BigFix – http://www.stanford.edu/services/bigfix/
             An OS patch management service which distributes critical security updates to
             Windows PCs and Macintoshes.
   •   PC Security Self-Help -
       http://www.stanford.edu/group/security/securecomputing/
   •   OS Updates
         •   Windows: http://windowsupdate.microsoft.com/
         •   Apple: http://support.apple.com/
         •   Linux/Unix


 Anti-Virus: Sophos (Stanford site-licensed anti-malware
  software, providing protection from both viruses and
  adware/spyware)
   •   http://ess.stanford.edu/pc/sophos.html
   •   http://ess.stanford.edu/mac/sophos.html
                                                                                                           page 25

                         STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                                 Computing Services



Business Applications Support

Support for ITS internal business apps and campus-wide enabling applications

   Pinnacle (Billing), OrderIT, MyITServices

   General Enterprise/IT Support Systems
     •   Remedy/HelpSU - tickets; reporting
     •   CMDB (Content Management DataBase) – at Stanford, we use Remedy

   Calendaring
     •   Zimbra information: http://www.stanford.edu/services/emailcalendar/

   Docushare
     •   A content and document management system
     •   http://docushare.stanford.edu

   Infra
     •   Change Management system used to create, approve, schedule, and provide
         notification of change requests related to IT systems hardware and software
     •   http://changemanagement.stanford.edu

   Stanford Answers (also Client Support): http://answers.stanford.edu


                                                                                          page 26

                       STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Computing Services



Business Applications Support (continued)

Support for ITS internal business apps and campus-wide enabling applications

   ACES (Access Control Enterprise Systems) – Card access to buildings
     •   Lenel
     •   CS Gold
   eCommerce – a suite of services that enables Stanford's schools, centers,
    and departments to establish themselves as merchants, and market and sell
    products and services on the web. Managed by the Controller’s Office.
   SMARTS – monitoring tool to monitor and respond to alerts from
    networks (phone, switch, data, VOIP, Net-to-Switch/Jack), door security,
    and environmental systems in the data centers
   Unanet – time tracking tool that IT Services uses internally to track staff
    work time
   Jira – tool used to track bugs and other issues in enterprise software used at
    Stanford


                                                                                      page 27

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                         Computing Services



Departmental compute servers

 Remote access to high-speed, high-power computing resources
  to support large jobs and provide support for core curriculum
  and research
 Support for departmental or course-specific computing needs.
 Specific compute services that don't scale to an enterprise level.




                                                                                  page 28

                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Database Services – MySQL

 IT Services provides consulting and assistance with databases
  and database vendors, as well as hosting and support.
 MySQL service
   • Popular open source database management system
   • With PHP programming language, used to build dynamic,
     interactive Web sites.
   • Available for Stanford departments and official University groups
     and services
   • https://www.stanford.edu/services/sql/
   • http://mysql.stanford.edu




                                                                                 page 29

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                         Computing Services



Database Services – Microsoft SQL and Oracle

 Microsoft SQL
    • Microsoft’s implementation of SQL
    • IT Services offers support for departments who have implemented
      Microsoft SQL
 Oracle
    • IT Services provides consulting and assistance with databases and
      database vendors, as well as hosting and support.
    • Note: No Oracle DBAs in-house
 For-fee services - supported via Ntirety




                                                                                  page 30

                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Computing Services



Directory Services (Registries)

   OpenLDAP (Open Lightweight Directory Access Protocol)
     •   http://www.stanford.edu/services/pubsw/package/network/
         openldap.html
     •   http://www.stanford.edu/services/directory/
     •   http://www.openldap.org/
   Active Directory
     •   http://windows.stanford.edu/Public/Infrastructure/Services/
         Directory.html
   Whois / StanfordWho
     •   http://stanfordwho.stanford.edu/
   StanfordWhat
     •   http://stanfordwhat.stanford.edu/
   Workgroup Manager
     •   http://workgroup.stanford.edu/
   StanfordYou
     •   http://stanfordyou.stanford.edu/
   Printed Directory (ASSU)
     •   http://assu.stanford.edu/
                                                                                      page 31

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                      Computing Services



Directory Services (Registries)




                                                                               page 32

              STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                            Computing Services



Technical Facilities (TFAC)

 Provides operational management and support for:
    • IT Services production systems
    • Infrastructure supporting these systems
    • Data Centers
         • Forsythe, Sweet Hall, the 12 ECH (Electronic Communication Hub)
           facilities, and the Auxiliary Data Center in Livermore, CA)

 Responsible for:
    •   Space Planning
    •   Vendor/Customer Coordination
    •   System Hardware Installation
    •   Cabinetry
    •   Low Voltage Cabling and Branch Circuit Distribution
    •   Tracking all equipment in the data centers, IT Services, Administrative
        Services, and the CFO’s office
        (Property Administration)

                                                                                     page 33

                    STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Computing Services



Storage Management

 IT Services provides solutions to data storage needs for all levels
  — individual, departmental, and institution-wide (enterprise).
    • 1 GB of AFS storage space is provided at no charge
    • Three additional tiers of fee based storage, each priced per gigabyte
      for maximum flexibility.
 This service provided by block-level, or file-level storage with
  multiple available protocols (SAN, NAS, iSCSI, CIFS, AFS, etc).

 For interconnection, fiber channel and iSCSI is recommended

 http://www.stanford.edu/services/storage/




                                                                                   page 34

                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Unix/Linux/Windows System Administration

 Unix/Linux System Administration
   • Plan, manage and operate development and production servers in
     Forsythe Data Center, Sweet Hall, and West ECH, East ECH, and
     Press ECH.
   • http://www.stanford.edu/services/unixcomputing/


 Windows System Administration
   • Addresses the need to move closer to single sign-on
   • Provides location-independent access to resources,
   • Provides manageability and security for the Microsoft Windows
     platform
   • http://windows.stanford.edu/



                                                                                 page 35

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Computing Services



Web Services – Infrastructure Stuff

 ITS web services allow clients control over the collection
  (database) and presentation (web) of information using various
  tools.

 Virtual Host:
   • Lets you have a shorter web address (URL – Uniform Resource
     Locator)
   • Learn more: http://virtualhosting.stanford.edu
   • Request or update existing: http://tools.stanford.edu

 Web Searching:
   • http://search.stanford.edu/
   • http://www.stanford.edu/services/websearch/Google/

 Web Space: http://www.stanford.edu/services/web

                                                                                   page 36

                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Web Services – Databases

 MySQL
   • Popular, free, open-source relational database management system
     known for its speed, reliability, and ease of use.
   • http://www.stanford.edu/services/sql/
   • http://mysql.stanford.edu
   • Request a database: http://tools.stanford.edu/

 Microsoft SQL
   • Microsoft’s implementation of SQL
   • IT Services offers support for departments who have implemented
     Microsoft SQL via Ntirety support (for-fee service)




                                                                                 page 37

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Web Services – Forms and CGI

 CGI (Common Gateway Interface):
    Lets you run programs on the Web – providing dynamic content,
     collecting user input, and offering services
    Ruby, Python, PHP and Perl languages are supported
    http://cgi.stanford.edu/
    Request CGI service: http://tools.stanford.edu/

 Form Builder:
    Build, publish, and manage web forms on the Stanford servers
    http://formbuilder.stanford.edu
    http://www.stanford.edu/services/webforms/




                                                                                 page 38

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Web Services – Content Management Systems (CMS)

 Content Management Systems (CMS):
   • Drupal installation: http://tools.stanford.edu/
   • Stanford look and feel templates:
     http://web.stanford.edu/design/templates/modern/
   • SharePoint: http://www.stanford.edu/services/sharepoint/


 Other systems will work, but aren’t necessarily supported.
  Your mileage may vary!

 Note: These products are evolving. Stay tuned for new
  developments!




                                                                                 page 39

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Web Services – Blogs

 Blogs:
   • MovableType installation: http://software.stanford.edu/
   • WordPress installation: http://tools.stanford.edu/
   • Drupal installation: http://tools.stanford.edu/
   • Stanford look and feel templates:
     http://web.stanford.edu/design/templates/modern/
   • SharePoint: http://www.stanford.edu/services/sharepoint/


 Other systems will work, but aren’t necessarily supported.
  Your mileage may vary!




                                                                                 page 40

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Computing Services



Web Services – Wikis

 Wikis:
   • MediaWiki installation: http://tools.stanford.edu/
   • Drupal installation: http://tools.stanford.edu/
   • Stanford look and feel templates:
     http://web.stanford.edu/design/templates/modern/
   • SharePoint: http://www.stanford.edu/services/sharepoint/



 Other systems will work, but aren’t necessarily supported.
  Your mileage may vary!




                                                                                 page 41

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                       Computing Services



Web Services – SharePoint

 Fee-based service
 Offers tools for managing content on the Web
 Contains wikis, blogs, discussion forums, event calendars,
  announcements, task lists, etc. built-in
 Workflow tools help manage and automate business processes
  (approvals/publishing)
 http://www.stanford.edu/services/sharepoint/




                                                                                page 42

               STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                                   Computing Services



Email at Stanford

   Email at Stanford: http://email.stanford.edu/
   Antivirus / SPAM (Sophos PureMessage):
    http://email.stanford.edu/antispam
   Bulk email: Send email to large numbers of Stanford
    users for official, approved Stanford administrative purposes.
   Mailing list services (Mailman): http://mailman.stanford.edu
   Secure email: http://secureemail.stanford.edu/
     This service is for off-campus secure communication
     (extra hurdles for data security)

   Email Service Tools: http://tools.stanford.edu
   Support for Microsoft Exchange servers
   ITS is running a BES server for Blackberry devices

                                                                                            page 43

                           STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Computing Services



Stanford Collaboration Tools (Email/Calendar/IM)

   Integrated Email and Calendaring (IEC) web site:
    http://iec.stanford.edu

   Stanford Email and Calendar services web site:
    http://www.stanford.edu/services/emailcalendar/

   IEC solution
     •   Webmail: http://webmail.stanford.edu/
     •   Webcal: http://webcal.stanford.edu/
     •   Desktop tools (Outlook, iCal, Apple Mail, Thunderbird):
         http://www.stanford.edu/services/emailcalendar/desktop

   Stanford Instant Messaging
     •   http://im.stanford.edu/
     •   Centrally-funded instant messaging service provided free-of-charge to the
         Stanford community, using kerberos, SSL, and the jabber (XMPP) protocols
     •   A safe and secure way to conduct confidential Stanford business online,
         real-time. (Messages are secure only when sent between Stanford accounts.)
                                                                                      page 44

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
IT Services Organization Chart




                                                                     page 45

             STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                                    Communication Services



Network: Backbone

 SUNet: Our 10Gbps Backbone Network
   • Campus networks divided into 10 Operational Zones (OZ)
       •   4 OZs for the main campus networks (BOZ, ROZ, POZ, GOZ)
       •   2 OZs for the residential networks (COZ, SOZ)
       •   1 OZ for the School of Medicine (MOZ)
       •   1 OZ for the School of Engineering (YOZ)
       •   2 OZs for the machine room server networks (FOZ, WOZ)

   • Off-Campus Connectivity
       • CalREN – California Research and Education Network
             •   Operated by CENIC (Corporation for Education Networks Initiatives in California)
             •   10Gbps to CENIC Sunnyvale
             •   1Gbps to CENIC Oakland
       •   Internet2 connection via CENIC
       •   CalREN-Digital California (DC) connection via CENIC
       •   CalREN-High Performance Research (HPR) Network via CENIC
       •   Internet connection via Cogent Communications (1Gbps)
       •   Internet connection via CENIC ISP




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                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Communication Services



Network: Backbone

 Our network database tool: NetDB
   • Stanford University-developed database application
   • Stores Network and Node configuration information
   • Assigns and manages IP addresses of machines
   • Information loaded into DNS (Domain Name Servers) and DHCP
     (Dynamic Host Control Protocol).
   • http://netdb.stanford.edu

 Stanford Network Self-Registration (SNSR)
   • Web-based method to self-check a computer and register it in
     NetDB (using the SNSR template)
   • http://www.stanford.edu/services/selfreg/

 Load Balancing
   • Managed server load balancing service for firewalled systems in
     the FOZ, WOZ, and core operational Zones
   • http://www.stanford.edu/services/loadbalance/
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                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Communication Services



Network: Net2Switch

 Net2Switch
   • Centralized service model
   • Support for internal and external network infrastructure.
   • Local Network Administrator (LNA) maintains control of patching
     active ports in the network closet




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                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                         Communication Services



Network: Firewalls

 Administrative Firewall
   • Firewall service for servers residing in IT Services supported data
     centers
   • For University mission critical systems with restricted data
   • https://www.stanford.edu/services/firewall/

 Departmental Firewall
   • Protects computers on a local network
   • Opt-in service
   • Utilizes virtual firewall technology to allow Local Network
     Administrators to define their own firewall policies for their
     department
   • Approximately 300 networks are behind the Departmental Firewall
     Service




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                                                                           Communication Services



Network: Wireless

 Lets you access the network without wires! (d’oh!)
   • Over 3,200 Wireless Access Points deployed
   • Over 10,000 devices associate on the WiFi daily
   • http://www.stanford.edu/services/wirelessnet/

   • Wireless Guest
       • You can grant guests access to the wireless network for up to 2 weeks at a time
       • https://www.stanford.edu/group/networking/cgi-bin/wirelessguest/accounts


   • Wireless map & coverage
       • http://its.stanford.edu/cgi-bin/services/wirelessnet/wireless_map.pl

   • Wireless security (or rather, the lack thereof…)
       • Stanford does not currently encrypt data on the wireless network. Please keep
         this in mind when you transmit data.




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                                                                             Communication Services



Network: Remote Access

   VPN: http://vpn.stanford.edu/
     •   Lets you connect to SUNet remotely from anywhere in the world
     •   Administrative VPN – gain access to the systems and databases

   DSL
     •   Network connection to Stanford’s SUNet from home
     •   DSL for Faculty/Staff

   Cable Modem
     •   Stanford West
     •   Students

   iPass
     •   A remote connectivity service with access to wireless hotspots, wired
         broadband, and dial-up. Only available for Stanford faculty and staff.

   Work Anywhere: http://workanywhere.stanford.edu/
     •   Tools and best practices for working from non-traditional locations
     •   Click “Mobile Workers” or “Managers” for tips related to your role at the
         University
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                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Communication Services



Security Operations

 IT Services’s Network Security Operations group
   • Blocks traffic at the perimeter and at firewalls
   • Employs preventive scanning, logging, notices and alerts
   • Works in concert with the Information Security Office (separate
     entity)




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                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                         Communication Services



Telephone Operations

   Telephones and Voice Mail for Faculty/Staff
   Voice Over Internet Protocol (VOIP)
   Wireless VOIP
   Pocket Phones (Medical Center)
   Cellular Phones
    • Cellular Phones for Personal Use
    • Cellular Phones for University Business
 Hands-on Client Consulting for Large Order Requests
    • Automated Call Distribution (ACD)
    • ECP (Enhanced Call Processing)
 Unified Messaging (see next slide)



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                 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Communication Services



Telephone Operations: Unified Messaging/Voicemail

   Replaces the legacy voicemail system
   More storage: store up to 100 messages
   No expiration: Messages can be stored forever instead of expiring in 24
    days
   Receive voicemail messages by phone, web portal, or in the email
   Can receive faxes
   Can have the system try multiple numbers before going to voicemail
    (“Find Me, Follow Me”)
   Unified Messaging Web Sites
     •   More information on voicemail at Stanford:
         http://voicemail.stanford.edu
     •   More information on the voice messaging system:
         http://voicemessaging.stanford.edu
     •   Connect to the web portal for your voicemail:
         http://myvoicemail.stanford.edu
                                                                                         page 54

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
IT Services Organization Chart




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             STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                           Client Support



Enterprise Help Services

 Help Desk
   •   Tier 1 – main, front-line help desk (answers 5-HELP and routes HelpSU
       tickets using Remedy)
   •   Tier 2 – responds to the more advanced help tickets
   •   (Tier 3 - ITS internal support to Tier 2)

 IT Operations Center (ITOC)
   •   24x7x365 monitoring and incident management coordination
   •   IT Services systems and applications
   •   Data Center Building Facilities
   •   Repair line for phones, cable TV, campus card system, etc.

 Stanford Answers
   •   Knowledge Management portals for support groups and clients
   •   http://answers.stanford.edu




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                   STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Client Support


Computer Resource Consulting (CRC)

   Computer Resource Consulting (CRC)
     •   Desktop and departmental server support
     •   Macs and Windows systems
     •   Contract, fee-based Service Level Agreement (SLA) basis
          • http://www.stanford.edu/services/contract-support/
     •   On-call Services for clients who need additional help with desktop or
         servers for a fee
          • http://www.stanford.edu/services/oncall/
     •   CHAMP (Campus Hardware Maintenance Program)
          • Hardware maintenance contracts
          • http://www.stanford.edu/services/champ/


   Desktop Systems Group
     •   Desktop Tool Development and Support (both Mac and Windows systems)
     •   Research and testing future desktop technology
     •   Install wrapper development for campus applications


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                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Client Support



Order Management

 Pinnacle (ITS billing system and CommServices work order
  management)
 OrderIT (for faculty, staff, and departments)
 MyITServices (for Students)
 ePay (for Students)
 On-site Cell and Card Services Support
 Service Desk
   • Ordering
   • Provisioning




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                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                           Client Support



Operator Services Center

 24x7/365 call center for Stanford University, Stanford Hospital
  and Clinics, Stanford School of Medicine, and Lucille Salter
  Packard Children's Hospital
 Handle dispatching for emergency Code calls
 Provide overhead paging services
 Provides communication services for defined procedures.
 Answer calls for assistance and referral relating to
    •   Residential and Dining Services
    •   Campus Facility Operations
    •   environmental health and safety
    •   organ offerings and body donations
    •   CATH team
    •   Dialysis and Transplant Services
 More information:
  http://www.stanford.edu/dept/its/organization/osc/
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                   STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                                   Client Support



Campus Card Services

                               The Stanford ID Card:
                                 what can it do?
                                     • It’s an ID card! (surprise!)
                                     • It’s an electronic key!
                                       (allows you to enter and access
                                       secured facilities)
                                            • Access Control Enterprise System:
                                               http://www.stanford.edu/services/aces/
                                                  •   Lenel (door access system)
                                                  •   CSGold
                                                  •   access to facilities
                                     • It’s a point-of-sale card! (allows
                                       you to make purchases with funds
                                       deposited in a Cardinal Dollars
                                       account – meals, printing, etc.)
                                     • http://campuscard.stanford.edu/
                                     •   NOTE: Client Support is the business owner
                                         for the Campus Card and provides the ID
                                         Card Services; Application Support
                                         (Computing Services) owns the applications
                                         which proved the functionality
                                         (see slides 25-26)



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            STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Client Support



Software delivery/licensing

 ESS (Essential Stanford Software)
    • http://ess.stanford.edu/
    • Suite of applications, from anti-virus to file exchange, free for
      faculty, staff, and students via the Web
 Stanford Desktop Tools
    • Application that simplifies the process of keeping your Stanford
      site-licensed software up-to-date.
 Pubsw
    • Over 500 free and site-licensed Unix software tools installed in AFS
 Licensed software
    • 100’s of products available at low cost to Stanford departments,
      faculty, staff and students
    • http://softwarelicensing.stanford.edu
 Software available to IT Services staff (operating systems,
  Microsoft Office, check with Software Licensing for current info)
 http://software.stanford.edu
    • University's central gateway to information about software on campus
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                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Client Support



Software Services

 Software Licensing group
     http://softwarelicensing.stanford.edu
     Support for ITS initiatives and projects needing licensed software
     Support for finding software

 Purchasing/Contracts
     Support for departmental purchases of software
     http://fingate.stanford.edu/staff/buypaying/
     SmartMart (Catalog Ordering in iProcurement)
      http://fingate.stanford.edu/staff/buypaying/smartmart.html

   Stanford Bookstore
     Personal purchase of Microsoft and Adobe (and other) software at
      low prices.
     http://bookstorecomputers.stanford.edu


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                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                            Client Support



Web Standards and Technologies

 Web resources and standards
   • http://web.stanford.edu/design/
       •   Templates for Web Sites, Blogs, Wikis, Drupal
       •   Style Guides for HTML and CSS
       •   Links to graphics and artwork (logos)
       •   Links to video and multimedia tools
 Documentation, Design, and Development group
   • Offers support for client-facing websites
   • Offers basic, internal (IT Services) web site design assistance
   • Offers basic, internal (IT Services) web programming and
     development assistance (in conjunction with Computing Services)

   • http://its.stanford.edu/organization/documentation/



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                    STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Client Support



Technology Training Services

 Training courses (from in-house and contract instructors)
    End-user courses (Excel, Dreamweaver, Web Design, PowerPoint,
     email, calendar, etc.)
    IT Professional Development courses (Drupal, PHP, Perl, MySQL,
     etc.)
 Training by Appointment (1-on-1 Training Sessions)
 Classes on Request for groups/departments
 Tech Briefings
   • Weekly drop-in sessions with information for power-users and
     Stanford's technology support community
   • Fridays, 2-3:30pm, Turing Auditorium
 Lab and Training Facilities Rental
 http://techtraining.stanford.edu

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                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                        Client Support



Campus Readiness

http://its.stanford.edu/organization/documentation/
indepth_functionscr.html

 Part of Technology Training Services
 Provides time-sensitive training and demonstration support to
  a wide variety of upcoming software, services, and upgrades
  being rolled out to campus (e.g., IEC)




                                                                            page 65

                STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
IT Services Organization Chart




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             STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                            Business Services



Business Services

Service Management (and Business Partners)
https://www.stanford.edu/dept/its/group/allstaff/management/account/

    • Focal point for IT Services’ management of our services
        • client contact, advocacy and partnership
             • Produce business plans and service level agreements (SLAs)
        • support for ITS planning, deployment, and operations
             • Work with PMs, technical owners, documentation/design folks, and
               business analysts
        • handles ITS sun-setting planning

    • Service Managers
        • Computing Services
        • Communication Services




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                   STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                          Business Services



Business Services

 IT Services staff can enter client requests for new services. If one
  of your clients asks for a service that doesn’t exist yet, be sure to
  add it to the list!

 Client Requests for New Services:
    • Form to request a service:
      https://its.stanford.edu/group/allstaff/new_service_requests.fb

    • List of current requests for services:
      http://docushare.stanford.edu/dsweb/Get/Document-
      73496/Service-Requests.xls

    • You can also get to the form and the list of current requests by
      going to the Internal IT Services site (from http://its.stanford.edu,
      click Internal)


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                  STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
                                                                             Business Services



Business Services

Project and Process Management
    • Project Management (Unanet)
    • Quality Assurance (QA)
          • Silk Performer
          • JIRA
    • Metrics
    • Project and Process Management
          • Planning Project for 3-Year Process Project
            (informed by ITIL framework)

Finance and Business Analysts
    •   Reporting (Pinnacle, OrderIT, MyITServices) – see also Client Support
    •   Expense Control and Billing Services
    •   Financial Modeling for Services
    •   Financial Partners


Administrative Services
          The most important people you should know in ITS!
                                                                                   page 69

                     STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES
Q&A




                              Any questions?

                  A parting note from ISO:
      Be aware of Admin Guide 67 on Security Incidents
                             AND
                “Don’t touch the crime scene!
             (at most, just unplug the network)”




                                                                  page 70

          STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

				
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