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CSG Org Workshop Slide 3
98/9/17, pel
Support Theory
• Distributed Support
• Put answers where the questions are
• Answer the need not simply the IT question– content knowledge helps greatly
• Clients are more understanding of staff whom they know
• Allow clients reasonable control over their support– Who is hired, how they are evaluated
– What is to be supported
– How much support is to be provided
• Demand that clients take responsibility for their support– Annual planning
– Living standard for support
CSG Org Workshop Slide 4
98/9/17, pel
Distributed, Tiered Support
History of Art Facilities
Safety Net
pel, 98/4/13
Help DeskAcademic
Computing
Admin
Systems
Client Client Client Client
DCC DCC
Lib Selectors Business Center
Librarians Application Specialists, Engineers, Wizards Admin Experts
A Rich Network of Connections among Second and Third Tiers
Cli
e nt
Tie
r 1
Tie
r 2
Tie
r 3
ITS
CSG Org Workshop Slide 5
98/9/17, pel
Support for FAS Students• Late 80s: first systematic distributed support at Yale
• Student support is a unique application of standard skills– Hours: to midnight and later
– Location: clusters plus residence halls
– Courseware and materials unique to teaching and learning
• Currently 50 Computing Assistants provide support for– 4,400 resident undergraduates
– plus 24 clusters
• One Manager
• Supported by cluster, windows and mac professionals
CSG Org Workshop Slide 6
98/9/17, pel
Faculty Support for FAS Departments• Basic departmental plan required• First Tier (humanities)
– 1/2 hour per faculty member per year of local support
– a new machine every four years
– casual employee, typically a graduate student
– trained, supervised by Academic Computing
• First Tier (science and engineering)– 1 hour per faculty member per year of local support
– no machine
• Second, Third Tier– Escalation for content and standard questions
– ITS Support for commodity questions
– Access to experts
CSG Org Workshop Slide 7
98/9/17, pel
Support for Administrative Departments
• Library developed an “expert users” program– administrative version of distributed support
• ITS has adopted this model for the future– now working with departments to develop
– will take a year or two or three
CSG Org Workshop Slide 8
98/9/17, pel
Support for Schools
• Planning consultation with all schools
• Medicine, Management and Law have substantial local support organizations
– Coordinate standards with Medicine
– Provide limited tier 2, 3 support for Management
– Law sub-contracts for email, PPP, student network
• Other schools sub-contract for student email
CSG Org Workshop Slide 9
98/9/17, pel
Advisory Function
• Why?– To raise consciousness
– To inform
– To advise, confirm or set direction
– NOT to micromanage
– NOT (only) to gripe
• Well focused works best
• Chair is critical– Faculty chair is best, but hard
CSG Org Workshop Slide 10
98/9/17, pel
Social Science Advisory Committee Works well
• Tightly focused
• Rigorous staff support/organization
• Faculty are very interested in the committee
– Their decisions have direct impact
• turned a lab into a classroom
• set software standards
• decided printing charge-back, etc.
– so they contribute
• direct contact to the Provost developed needed funding
CSG Org Workshop Slide 11
98/9/17, pel
ITS Advisory Committee is more mixed
• Agenda is very broad
– many issues of interest only to a sub-set of faculty
• - What are the advisory bodies around IT (faculty, administrative, departmental). - Any other key committee, task-force structures. - How are some of the key functions managed within the central organization and campus wide (e.g., security, training)?
CSG Org Workshop Slide 12
98/9/17, pel
Organizational Strains
• Project X
• The high cost of support– New applications
– Stealth demands (client/server needs)
– Rising Expectations
• The high cost of ubiquity and reliance– Must move from a boutique to a production model
• The pace of the IT industry
• Organizational change is difficult and costly– to staff
– to clients
CSG Org Workshop Slide 13
98/9/17, pel
Phil’s Thoughts on Organization
Academic Common Services Admin
ProvostAVP
CIO
Acad applsEmerging SvcsUnique supportClient Planning
Dev & SupportAdmin appls
Unique supportClient Planning
“Commodity”Data, Voice, Video
OperationsEmail, Calendar, etc.Commodity Support
User Accounts
Security
CommunicationsSpecial Projects
Technology & Planing
BusinessHR
Computer Policy Board(Board of Directors)
CSG Org Workshop Slide 14
98/9/17, pel
A Client’s View of Organization
Department
Client
Direct Accessto Services
Order ConnectionSet up Account
etc.(Web, phone, person)
Local Support
Acad or AdminConsulting/Planning
CSG Org Workshop Slide 15
98/9/17, pel
“Board of Directors”
• A panel to set overall strategy and policy at the highest level
• At Berkeley, a meeting of the relevant officers and IT leader, chaired by the chancellor
CSG Org Workshop Slide 16
98/9/17, pel
Reporting
• The IT organization needs close interaction for planning, budgeting and operational issues with– Academic and Administrative leadership
– either as a peer
– or by joint or separate full or dotted line reporting
CSG Org Workshop Slide 17
98/9/17, pel
Academic• Primary interface to academic clients
– Work with departments to plan local environments
– Prepare for big local events
– Respond to major problems, issues
• Regional & institutional services to meet academic needs– initial major email implementation
– student network
– high performance computing, etc.
– Often may eventually migrate to production services
• University or consortial (departmental and grant) funding
CSG Org Workshop Slide 18
98/9/17, pel
Common Services
• “Commodity Services”– Mature
– Production orientation
• Provides services common to academic and administrative clients
• Close collaboration with acad & admin– for planning
– to address difficult situations
• Typically charge-back either directly, or via
CSG Org Workshop Slide 19
98/9/17, pel
Technology and Planning
• The “architecture” or “design” group
• Also tracks and pilots new technology
• Partners with acad and admin development/implementation
• Institutional orientation
• Once systems are developed, turned over to ITS for production
CSG Org Workshop Slide 20
98/9/17, pel
Communications
• A critical, often short changed function
• Articulates the organization strategy for the community
• And for the organization!
• Staff must understand the issues and the strategy– this is not simply a “news reporter”