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					University of Wales Swansea Prifysgol Cymru Abertawe Library & Information Services Gwasanaethau Llyfrgell & Gwybodaeth
http//:www.swan.ac.uk/lis

LIS IT Service Definition 2004

Contents

INTRODUCTION ................................................................................................................. 3 DEVELOPMENT STRATEGY .................................................................................................... 4 COMPUTING SUPPORT FOR ACADEMIC STAFF ..................................................... 4 STAFF COMPUTING ACCOUNTS ............................................................................................ 4 STAFF E-MAIL SERVICE ......................................................................................................... 5 LEVELS OF SUPPORT FOR STAFF PCS AND ASSOCIATED RESPONSIBILITIES MODELS A,B, AND C .................................................................................................................................... 5 COMPUTING SUPPORT FOR STUDENTS ................................................................... 8 STUDENT COMPUTING, EMAIL AND BLACKBOARD ACCOUNTS ........................................ 8 FILESTORE AND PRINTING .................................................................................................... 8 MANAGED LEARNING ENVIRONMENT ................................................................................. 8 STUDENT COMPUTING ROOMS. OPEN, RESTRICTED AND DEPARTMENTAL ACCESS ......... 8 NETWORK SERVICES ...................................................................................................... 10 NETWORK SUPPORT ............................................................................................................ 10 REMOTE ACCESS, DOCKING PORTS AND WIRELESS ACCESS ............................................... 10 INTERNET DOMAIN NAME REGISTRATION......................................................................... 10 WORLD WIDE WEB SERVICE ............................................................................................... 10 INTERNET NEWS .................................................................................................................. 10 TELECOMMUNICATIONS...................................................................................................... 11 LIS IT SUPPORT ................................................................................................................. 11 HELPDESK SERVICES ........................................................................................................... 11 SOFTWARE AND APPLICATIONS .......................................................................................... 11 SOFTWARE PROCUREMENT AND LICENSING ...................................................................... 12 IT SUPPORT CALLS AND RELATIONSHIP BETWEEN LIS AND DEPTS................................... 12

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LIS IT Service Definition 2004
Introduction
1.1 One of the key aims of Library & Information Services is to: Maintain and develop central computer and telecommunications networks, and central academic systems, common applications and services associated with them. 1.2 Like almost every other British university, IT services are shared between departments and central services. The two central services at the University of Wales Swansea are:  Library & Information Services, which provides an integrated computing, library and information service to academic departments Administrative Computing Unit, which supports all IT activities in every section of the Administration.

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1.3

Library & Information Services (LIS) and the Administrative Computing Unit (ACU) co-operate closely with each other, and with academic departments, to ensure that IT services are maintained and developed to support the University‟s mission. This document outlines the IT services and support that a department can expect from LIS. It is by no means definitive, but attempts to indicate to departments what services they can expect from LIS, and what LIS expects from departments. Almost without exception, University staff need a networked computer on their desk so that they can access departmental, Administration, LIS and Internet services. The pattern of IT provision and support for staff and students varies significantly between academic departments. Understandably, Engineering and most Science departments have tended to run and support local services, while other departments either used central services or purchased hardware that was then run by central services. LIS has two small teams, the Systems Team and the Network Team, both of whom work in partnership with departmental technical staff to deliver a service. The IT Support group provide the front of house helpdesk services to users. Calls which cannot be fielded by helpdesk or IT Support staff are automatically escalated to one of the second line LIS specialist support groups.

1.4

1.5

1.6

1.7

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1.8

The UWS funding model suggests that all departments or planning groups should have access to local IT support staff to support local IT equipment and software. This is also recommended by LIS and is essential for any departments using subject-specific applications. A UWS IT representatives group meets throughout the year and communicates via email to ensure IT support personnel can share experiences between departments and liaise with LIS.

1.9

Development Strategy 1.10 Staff in LIS constantly evaluate new technical developments in networking and computer systems in order to maintain a development strategy for the University. In some cases, this is done via the software special interest groups in collaboration with departments. The University‟s overall ICT strategy is also developed by the ICT Strategy Committee, made up of academic, ACU and LIS staff.

Computing Support for Academic Staff
Staff Computing Accounts 2.1 The LIS Systems Team supports and develops central computing services for use by academic departments. LIS supports the Microsoft range of business desktop operating system for staff PCs and laptops, with Windows 95 and 98 being phased out as staff upgrade their PCs. The Microsoft Office software XP suite is the University standard office communications environment for word processing, email, spreadsheets etc. 2.2 The Novell network operating system is used to authenticate users onto the network and deliver applications, filestore and print services. The filestore is fully backed up weekly with incremental backups overnight. Users can request restores of files that have been deleted from the Novell filestore (P:drive) via IT support. Where appropriate, all staff currently employed by the University can have a computing account on the University network. The account provides a set of resources to enable the storage of files, loading of applications and printing over the network. Departmental Computing representatives, or the new member of staff, should contact the IT Support (telephone 5060), to set up new computing accounts. Accounts are normally set up by the next working day. To meet the University‟s Financial Regulations, all PCs must be procured through one of the University‟s preferred suppliers. LIS IT Support should be informed of the delivery date two weeks in advance, so that an installation date can be arranged. For larger installations, the departmental IT technician should liaise with the LIS systems team to arrange the installation timescales and project objectives prior to procurement. PCs not procured via one of the preferred suppliers will not be supported.

2.3

2.4

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2.5

Each department will be given a suitable allocation of disk space to share between staff. Should a department require more than the standard allocation of resources, currently 100MB per user, then they should initially contact IT Support to discuss their requirements. The allocation of increased disk space is not currently a problem. The filestore is fully backed up on a weekly cycle with incremental nightly backups. Should there be a major system failure, the system will be rebuilt as quickly as possible to the previous full backup followed by the incremental backup, with the possible loss of one day‟s changes. Staff are also encouraged to make local back-ups of files, for example, by using the hard disk of their PCs. All users of computing services at the University must conform to the JANET Acceptable Use Policy (http://www.ja.net/documents/use.html) and the University‟s Regulations for the use of Computing, Networking and Related Facilities: (http://www.swan.ac.uk/lis/regulations/computing.htm).

2.6

Staff E-mail Service http://www.swan.ac.uk/lis/computing/email/index.asp 3.1 All appropriate staff will be provided with a Microsoft Exchange e-mail account, which is accessed via the Microsoft outlook or web email client. LIS also supports the groupware functionality of Microsoft Exchange, providing shared calendars and public folders. LIS can also provide industry standard web, POP3 and IMAP interfaces to Microsoft Exchange if a member of staff wants to run another e-mail package on their desktop, or needs to access their e-mail remotely. The Email server is fully backed up every other day. Because of the large amount of email and short life cycle of messages it is not possible to restore individual mail messages or mail boxes only the complete system. Users are advised not to use the email system as a filestore. The various LIS and departmental mail servers all communicate via a central mail hub. This provides a secure onward/inward link to the Internet and controls E-mail lists such as the “staff@swansea.ac.uk” e-mail list. Departments or staff are welcome to contact IT Support to set up central email lists via a service called “Majordomo”. Some lists such as the “all students” list are moderated. Staff wishing to email all students should contact IT Support. Senate has approved guidelines for the use of both the staff and student email system: http://www.swan.ac.uk/lis/reports_and_policy/StaffE-mail.pdf To ensure the effective operation of the service all staff and students are expected to follow these guidelines.

3.2

3.3

3.4

Levels of support for staff PCs and associated responsibilities: Models A,B, and C 4.1 LIS systems technicians will assist in setting up department PCs depending upon requirements. Three models of operation are outlined; in each case a certain level of IT skill is assumed. All users should be comfortable using the Windows interface and having preferably attended the Staff Development

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course on Windows 2000. Staff should be aware of the UWS security policy prior to any installation and be guided by its recommendations. A security breach could result in disconnection from the network at the user or department level:
http://www.swan.ac.uk/lis/reports_and_policy/docs/InfoSecurityPolicy.doc.htm

4.2

Model A This model suits the type of user who is well conversant with PC architecture and who will frequently install new hardware and software on his/her laptop/PC computer. They may also be users of other computer architecture such as PDAs, Macs or Linux/Unix workstations. The Model A user requires the following services from LIS: a campus network connection, Internet name, e-mail facilities and access to site licensed software. The user should be competent enough to set-up the workstation or PC and install all the required software with minimal assistance from LIS. See note above on UWS security policy prior to installation. Department and User Responsibilities Set-up of all computer hardware Installation of all system, application software and licences Installation of Antivirus software Install all required OS patches to maintain security Registration with LIS IT Support for Internet address. In some cases this has been delegated to the departmental IT support group who must maintain the central IP database in liaison with LIS network team. Set-up of network software to access campus services/Internet using DHCP - Dynamic Host Configuration Protocol Authentication of the user on departmental server, allocation of username and filestore, authentication for wireless access Set-up of e-mail client software Set-up of local printing facility Backup of data stored on local hard disk drive either to departmental server or/and removable media. LIS Responsibilities Provision of network support Internet name and address support, possibly by block allocation to dept Microsoft Exchange E-mail account

4.3

Model B This is the most appropriate model for the most academic staff. It offers full LIS support, but also retains a level of user control over how they use their desktop or laptop PC. LIS will set-up the PC and install all necessary software to access the network and e-mail facilities. The user will be given a Novell user account, which will enable them to store files on the fileserver and also allow the delivery of the Universities standard set of application software. This currently includes Microsoft Office and Outlook: http://www.swan.ac.uk/lis/computing/software_loans.asp

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When a user logs on to the Novell network, the system will check to see if any operating system or networking software updates are required, such as a new Novell network client or anti-virus software, and update if necessary. The UWS standard desktop set of applications will be presented to the user plus any extra, specialised department applications. Staff have the freedom to install software and files on the local hard disk drive if they wish, but they must remember that it is their responsibility to ensure that the files are backed up and the system is secure. If locally installed software by the user does create a serious problem LIS will initially try and remove the offending software. Failing that, LIS will restore the PC configuration to its initial set-up and locally stored (C: drive) data and software may be deleted. LIS staff may remote control a clients PC to diagnose and correct a problem. Users will be given a Microsoft Exchange email account; Microsoft Outlook will be the standard client interface. Department and User Responsibilities User to save or copy files to the Novell network for secure storage (the P:drive) Local software installation onto hard disk drive of non campus site licensed applications Departmental IT support for initial hardware, software and/or printing problems Departmental IT support for subject-specific software LIS Responsibilities Set-up of all hardware Installation of all system, anti-virus s/w and latest OS patches, UWS standard application and networking software Registration with LIS helpdesk for Internet address Set-up of Novell user account and Exchange E-mail account Set-up of shared printing facility on approved hardware Provision of network support 4.4 Model C This model assumes that the PC is to be used by more than one person, for a postgraduate lab or for staff who share desks. The system runs very much like the student service where all user data is stored on the central servers and all desktop applications are delivered and controlled by the Novell network. Access to the local hard drives is only for temporary files and users cannot install or delete software. For security purpose and to conform to legislation, individual accounts and log-ons to shared PCs are required. Department and User Responsibilities Provision of suitable PC and software licences Departmental technician support to rebuild software images, fix software, hardware and printing problems in liaison with LIS staff

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LIS Responsibilities Build and support complete system

Computing Support for Students
http://www.swan.ac.uk/lis/computing/student_computing/index.asp The University has over 1,800 PCs available for students to use in various locations across campus. The PCs are replaced every four or five years, heavily used PC teaching labs maybe replaced more often, older PCs will be re-used in less demanding situations. Student Computing, Email and Blackboard Accounts 5.1 All students registering with the University are provided with a computer account name based upon their student ID number, this provides them with full access to the Student PC desktop, core applications, e-mail and the Blackboard virtual learning environment. Following the registration week, late registrations will normally take two days for user and e-mail accounts to be set up. Accounts can also be set up for part-time and short duration courses. Full details should be sent through by the department at least two weeks in advance of the course; external courses will be charged. LIS will advise on the format of the information required. Filestore and Printing 5.2 Students can access the system from any computer laboratory on campus that runs the standard LIS desktop operating system. Each student has a standard disk space allocation for files and e-mail, which can be increased if the course content requires it. The servers are fully backed up on a weekly cycle with incremental nightly backups. The majority of PC rooms have a local chargeable printing facility available, the student will use either their student ID card or a guest card to access the facility. Re-valuers are available in LIS, The Wallace building and Fulton House to charge their cards. Managed Learning Environment 5.3 Blackboard is currently the supported VLE package for Swansea University. LIS operates a central service for all departments to enable lecturers to present course material online with all the associated communication and support tools. LIS run frequent training sessions on Blackboard for UWS staff. See http://www.swan.ac.uk/lis/blackboard/ Student Computing Rooms. Open, Restricted and Departmental access 5.4 LIS reviews the desktop environment for use in the student PC labs on an annual basis. This includes the desktop operating system, applications and versions, application delivery mechanism, authentication and file and print services. Together these services create the “Student desktop”, this will remain the standard for the academic year.

5.5 There are three types of student PC Lab facility at the University:

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Open access lab: Open to all University students; LIS desktop operating system, supported on a day-to-day basis by LIS staff. Restricted access lab: Restricted to students taking modules in that department; LIS desktop operating system, supported on a day-to-day basis by the departmental IT staff with application and desktop administration by LIS staff. Departmental IT staff who have attended the appropriate training modules will be given system privileges at the department level. Departmental access lab: Restricted to students taking modules in that department; department configured desktop and applications, supported by the department support staff. For resilience purposes a dual boot option is available to enable PCs to either load with a LIS desktop or a department desktop. Clear documentation and local lab support should be available to students using these dual boot labs to avoid confusion over usernames, printing facilities, etc.

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5.6

The Computer Users‟ Software Group decides each year, which applications can be run from the Service in open and restricted access rooms. New or updated site licensed software will only be loaded in the summer vacation time unless the software is a bug fix. If a department wishes to load extra, probably specialised, software then they should notify the systems team at least one term in advance and then supply the software to the Systems Team at least one month before the start of term. The software must run under Windows 2000 and proof of appropriate licensing and technical support must be provided. Local departmental technicians can load software onto the network servers supporting restricted access rooms providing they have had suitable training from LIS. Software supplied to the Systems Team without the required periods of notice will only be loaded on a best effort basis, no guarantees can be made on timescales. Each summer LIS will install/upgrade central servers and core applications by July 1st, each open and restricted access PC lab will then be re-ghosted (clear the hard disk and re-install operating system software). This should be completed by Aug 1st to enable departmental support staff to download and test applications are suitably installed. All applications should be downloaded and tested on one PC in a lab first. If the software passes this test, then all of the other PCs in the lab should be tested. It is recommended that this is done at the earliest opportunity and is repeated at least one week prior to the start of term or course. LIS IT support staff perform daily and weekly checks on PCs within open access labs to monitor for hardware and software problems. Departmental staff are expected to make similar checks on restricted access labs and report any problems to LIS IT support desk.

5.7

5.8

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Network Services

Network Support 6.1 The LIS Network Team is responsible for the management of the campus network and all external connections and applications that use the Internet. LIS, in liaison with departmental staff, administer and maintain the integrity of this network to enable the smooth operation of the many and varied applications. To prevent any one department compromising the integrity of the network it is mandatory that all departments adhere to the network connection Policy, see:
http://www.swan.ac.uk/lis/reports_and_policy/docs/InfoSecurityPolicy.doc.htm

6.2

LIS manages the campus network up to the wall socket connection point in each room in the University. The core network extends as a 1 gigabit fibre optic connection from the backbone into each department from which local Ethernet switches are attached. Local Ethernet switches connect departmental computers and servers to the network at minimum 100mbits/sec. LIS network team and departmental technicians liaise to locate and remedy departmental network problems.

Remote Access, docking ports and wireless access 6.3 The remote access (dial-in) accounts for staff can be obtained from the LIS IT Support Helpdesk. Students requiring remote access must use a commercial ISP. One ISP, NTL, has an agreement with the University to provide modem access to free Internet accounts for students in halls of residence. Students who have a portable PC can obtain an Ethernet card from their PC supplier to enable them to connect into the University network in the library. Students must register at the LIS IT Support Helpdesk for this facility. Students can also gain access via the UWS wireless network in some buildings: http://www.swan.ac.uk/lis/computing/networking/docking.asp Internet Domain Name Registration 6.4 LIS manages all Internet names and addresses for Swansea University and registers other domain names as requested. Non .ac.uk names can be registered via LIS. Sub-domains of Swansea.ac.uk are not permitted. World Wide Web Service 6.5 The Marketing Department oversees the content and development of the University‟s general and administrative web pages. Each department has space on the central UWS web server where they maintain and update information. Accounts and web space are also available for individual members of staff on request, for academic use only. Departments may, if they wish, manage their own web pages on a departmental web server. It is expected that department‟s primary web pages broadly correspond to the design parameters of the University‟s general web pages. Internet News 6.6 LIS provides an Internet News service for Swansea and all HE/FE colleges in South Wales. Departments may request individual News groups to be set-up if required.

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Telecommunications http://www.swan.ac.uk/lis/computing/networking/telcoms.asp 7.1 LIS is responsible for the University‟s telephone system. The Alcatel digital telephone system provides staff with telephony, FAX, voice-mail and ISDN services as required. A hands free DECT telephone system is in operation to for staff who frequently leave their office but still require telephone services. Support staff are available to assist departments configure more complex requirements and advise on the use of different handsets. LIS invoices departments monthly for line rental and call charges. A facility to allow users to make personal calls which will be itemised and charged separately is also available. Telephonists accept all incoming calls to the main University number and provide a first line information service to callers. Departments should liaise with the telephone operators and inform them of major events within their departments. The telephone directory is provided online via a service called “Webtel” this can be made available via a “shortcut” from the Microsoft Outlook interface. A printed version can be downloaded if required. http//:webtel.swan.ac.uk/

7.2

7.3

7.4

LIS IT Support
http://www.swan.ac.uk/lis/computing/index.asp Helpdesk Services 8.1 The LIS IT Support department provides front of house computing support for University students and staff. Depending on your model of departmental IT support, if you cannot resolve your IT problem or query in your department, contact IT Support, based in the Library & Information Centre. Enquiries are welcome either by phone (5060), e-mail or in person. Calls will be logged via a helpdesk software package called RMS Service Desk. 8.2 Each call will be directed to the most appropriate support group within LIS and given a unique call number. Clients‟ details are maintained in an integral database within Service Desk. These include a client‟s e-mail address, which allows the system to automatically e-mail the client whenever a new call is logged and keeps the client up-to-date with progress. Future plans should allow departmental IT reps to access the system via the web to interrogate calls placed by staff belonging to that department. To ensure that clients are aware of calls being closed, as well as offering a vehicle for „feed back‟, a call closure report for each call closed on the system is sent to clients on a weekly basis via internal mail.

Software and Applications 8.3 The IT Support team based on Level 2 of the Library & Information Centre provides advanced support on the use of standard applications and first line

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technical support for PC based clients. IT Support also manages the loans of all licensed software and PC Open Access laboratory bookings throughout the University. Software Procurement and Licensing 8.4 The core software to be used by the University is decided by the Computer Users‟ Software Group. Their recommendations are based on the results of a survey of departmental software needs and usage. The University takes advantage of agreements negotiated by the Combined Higher Education Software Team (CHEST) in order to supply the software in the most economical way. In some cases there is a site licence, which is paid for centrally. Other software is made available at heavily discounted prices under schemes such as Microsoft Select, which provides all Microsoft products. LIS administers all the central software licensing requirements. Department and User Responsibilities     To comply with software licensing conditions, thereby ensuring that the University is legally licensed at all times. Where payment is required, to provide an interdepartmental requisition form with an appropriate recharge code. To remove software from a PC if asked to do so by LIS e.g., if the licence is ended. Where home copies of software are allowed, to remove all such copies when one leaves the University or if asked to do so by LIS.

IT Support calls and relationship between LIS and Depts 8.5 The following process outlines how calls are handled by LIS IT support. Support calls relating to PC labs, servers and networking will generally get a higher priority than calls from individual members of staff. Technical support varies in departments across campus, some large departments have their own IT support team while other departments have either no one, only one support person or may share one. In departments with their own IT support team users will normally report calls initially to them whereas staff in other departments will call LIS IT support directly. 8.6 The departmental support person needs a mechanism where he or she can pass calls back to LIS to share the work load. The procedure outlined below will develop a good LIS and departmental working relationship. LIS first and second line IT support and departmental IT support staff need to work very closely together to ensure that support calls do not get bounced back and forth to the detriment of the user. 8.7 LIS can only assist departments with PC problems where the laptop/PC has been set-up by LIS staff (or trained dept staff) to the Model B or C defined earlier and the departmental users log all of their calls with LIS IT Support. The following parties are involved in processing IT Support calls: The user who has a problem LIS IT support team
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Department support staff (technician, systems manager, or lecturer) LIS second line support (Systems, Networks, Blackboard, Web teams) When a call comes into LIS IT Support on 5060, LIS IT Support staff log the call and make the following decisions: a. LIS IT Support can answer or action the query now and returns information to the user: the call is closed. b. A user has a PC or problem defined in “Model A” (non-LIS set-up) and we cannot help, advise the user to contact their departmental IT support or supplier directly. LIS technical staff may advise user and provide best effort support if requested: call closed. c. LIS IT Support can advise user of actions required to fix the problem and copies information to departmental support to keep him/her informed. User actions solution: call closed. IT Support will advise user of what actions are required to fix the problem and passes the call to the appropriate support group to action as below: If the user is supported by departmental IT support, Departmental IT support actions and the call is closed. Departmental IT support may call LIS second line support for advice and if agreed pass the call onto LIS second line support. If the Departmental support is on holiday, off sick or on other secondment duties the Head of Department should contact the LIS IT support manager and agree that LIS IT support will handle calls for the agreed period. In some situations, LIS IT Support will pass the call to LIS second line support line support group to action. LIS second line support will then either action and close the call or pass the necessary information back to LIS IT support or departmental IT support to enable them to action the fix: call closed.

d.

Tony Ollier Deputy Director of Library & Information Services February 2004

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