The purpose of
this proposal is to help clarify and focus the objectives of ISAM 2nd
Level Support and to adjust the current support agreements in accordance with
these objectives. Currently, 2nd
Level Support in Computing Services includes a wide variety of tasks for a
large number of applications and platforms.
As was detailed in the three year strategic plan, the demand for free
computer support will always outstrip Computing Services ability to provide
it. Therefore, we propose that ISAM 2nd
Level Support should be narrowly focused on key applications and services that
are specifically related to Computing Services Infrastructures (e.g. Kerberos
Authentication, LDAP Directory Services, Central File Services, Web Services,
Cluster Computer Support, Andrew Windows, Email, Centralized Printing,
etc.). Other applications or services
that are widely used on campus, but in which ISAM has no significant expertise
with or is not specifically dependent upon Infrastructure Services should not
be covered under the advertised support agreements. This will allow ISAM to focus support efforts on building and
sustaining the critical infrastructure services that so many users on campus
rely upon. It will also help meet the
restructuring goal of “doing less things better”.
Specific changes
would include revising the current support lists to eliminate applications and
services that either can not be supported adequately, are no longer required,
or should not be considered part of critical infrastructure services.
1.2 Drivers: Executive Summary of Support Change Requests
FrameMaker – At one
time, we supported this application on Andrew UNIX. It is not a widely used application and we do not currently have
anybody that is familiar enough with the product to provide support.
Microsoft Excel -
Computer Education offers courses on this application, but it is not an
application that is related to infrastructure services. We generally do not have more expertise than
typical users.
Microsoft Word -
Computer Education offers courses on this application, but it is not an
application that is related to infrastructure services. We generally do not
have more expertise than typical users.
Microsoft PowerPoint -
Computer Education offers courses on this application, but it is not an
application that is related to infrastructure services. We generally do not have
more expertise than typical users.
KLPRMon - We are
restricting cluster printing before 2003 Freshstart. We have modified the print spoolers to restrict jobs based upon
IP address and hence we do not use Kerberos authentication for printing. We updated our user documentation to
recommend Direct LPR solutions and we no longer recommend KLPRMon. This has been advertised on the Help Center
bulletin board and is consistent with the presentations given by User Services
at the Departmental Computing forum.
Also, the current KLPRMon code is not compatible with Kerberos Version
5.
Andrew KLPD Print
Spoolers – The current printing software has a number of known issues, bugs and
shortcomings that can not be easily corrected.
We are planning to migrate cluster and operational spoolers to an LPRng
spooler under the Andrew Printing discovery project. We no longer recommend KLPD for departments for the above reasons
and we should therefore phase-out support for departmental Andrew print
spoolers using KLPD. The Andrew
printing discovery project will help to determine if this service should be
replaced by another printing solution.
Computer Users on Campus (Faculty, Staff and Students)
Help Center (answer and forward questions about applications and services)
ISAM (provide and maintain 2nd level support)
CSW (not sure if there are training or documentation issues)
Information Services (web documentation will need updated)
Determine if the above services and applications can be removed from our supported services list.
Reduce the number of items that are currently be supported in order to focus expertise on critical applications and services (i.e. similar to restructuring goal of “do less things better”).
Secondary Goal – Help establish a process for changing support agreements. Who should approve these? Who should be a notified? Should every change be proposed to the Discovery board? If not, then how should a change be reviewed? At what threshold should these changes be considered for Discovery?
Summer 2003
Announce changes to
supported software and services.
Fall 2003
Implement Changes.
Reduce the supported software list (as documented above).
Continue to support items. Apply manpower supporting outdated or non-critical technologies.
2.6 Resources Estimate for Discovery Team:
Joseph Kern, discovery lead
User focus/requirements analyst
Walter Wong, technical framework
Mary L. Pretz-Lawson, assist in discovery process
Staffing commitment