Goal 1: CONTINUED DEVELOPMENT OF ADVANCED TECHNICAL SERVICES

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1 INFORMATION TECHNOLOGY SERVICES University Technology Administration, Infrastructure and Support Computing Technology Support Fiscal Year Overview Computing Technology Support provides centralized assistance for a variety of computing needs of students, faculty, staff and other specialized environments; establishing workflow processes, escalations and response expectations, expanding support for the FSU community by bridging the Service Desk with higher level service providers; providing full circle support for partner areas bringing the ability to deploy, maintain and sustain computing resources. Our primary mission is to provide quality, effective, reliable, and responsive support to the Florida State University community for their computing needs. We coordinate and translate user needs and requirements into achievable and realistic long-term IT goals and strategies. This is accomplished by providing highly trained and talented technicians, with direct connection to Information Technology Services, providing a streamlined and unified support service. CTS provides primary and secondary support to over 60 academic, administrative and research units, for a total of over 5000 computer systems and 325 printers. As a whole, CTS completed 6732 support requests. Goal 1: CONTINUED DEVELOPMENT OF ADVANCED TECHNICAL SERVICES Continue to identify and establish Tier 2 support relationships with ITS service providers and the FSU-IT community. Clarify and establish proper boundaries and collaboration procedures between Advanced Technical Services, Computing Technology Support, embedded IT support personnel and the Service Desk. Continue to survey our customer base to evaluate the quality of our service offerings and make improvements and changes to processes, if necessary. Enhance the technical depth of the ATS staff with both formal and on-the-job training events. 1

2 Departmental IT Support Completed 4402 support requests. The documentation of procedures and training material now contains over 220 titles. The migration of workstations to Windows 10 is at 84% completion for CTS Managed departments. In collaboration with CTS-WMS, deployed computers with specialized custom configurations for University Counseling Center, Withdrawal Services, Crenshaw Lanes and ITS-ERP. Coordinated and collaborated on major initiatives for the VPSA office renovation project. Completed the Windows 10 migration for the Division of Student affairs, over 1000 systems were serviced and updated. In collaboration with FSU-Procurement Services, CTS recommended hardware configurations are being considered for university-wide use. Advanced Technical Support (Tier 2) Completed 1284 support requests, a 23% increase from the previous year. Performed CRM Case Management System analysis of ITS cases and offered Tier-2 services to high-volume areas in an effort to streamline end-user support tasks. Provided support and guidance to the University IT Professionals that offer inhouse support to areas associated with the University for Enterprise services, i.e. VPN configuration and usage, Computer VOIP implementation, Wireless access for Staff and Students, among others. Continued existing and established support relationships with in-house IT representatives for different groups on campus. Reviewed and edited documents in the Service Desk knowledge base in an effort to establish the proper lines of communication and ensure a better quality of support. Reviewed and updated over 400 Frequently Asked Questions web pages for services offered by ITS. FSU Strategic Goals reference(s): 1, 2, 4, 6 Goal 2: CONTINUED DEVELOPMENT OF STUDENT COMPUTING SUPPORT Promote and optimize the services offered and staffing levels used by Student Computing Support. 2

3 Clarify and establish proper boundaries and collaboration procedures between Student Computing Support and the Service Desk. Survey our customer base to evaluate the quality of our service offerings. Completed 1277 support requests, an increase of 11% from the previous year. Expanded services offered to include a basic set of everyday Service Desk issues, i.e. password resets, compromised accounts, among others. Maintained Apple Service Provider Status, which allows SCS to continue to troubleshoot and diagnose Macintosh systems under warranty. Promoted the services offered and base location with the installation of window treatments and other marketing materials. Established 3, 20 hours per week, intern positions to enrich the student experience in collaboration with the Career Center. FSU Strategic Goals reference(s): 1, 2, 4, 5 Goal 3: IMPROVE COMMUNICATION AND COLLABORATION WITH CTS PARTNERS Continue regular meetings to include all CTS partners in which strategies and overall direction of Workstation Management and Support can be discussed and shaped. Meet with each partner group to start and/or continue a discovery process to assist departments in planning for computer lifecycle replacement and ensure other IT resources are up-to-date and functioning properly. Establish and document boundaries, guidelines, procedures and policies associated with CTS to include responsibilities and expectations associated with CTS support. Define relationships with ITAPP partners to better fulfill their needs, and continue the standardization and establishment of support methods following current CTS models. Continued monthly meetings that includes WMS, CTS and ITS partners that rely on CTS services to discuss issues, solutions, support and maintenance procedures. Established bi-weekly meeting with DSA IT Manager to ensure proper response and prioritization of efforts. Inventories kept up to date for CTS primary supported departments on a recurring bimonthly schedule. Continued the redesigned and implemented new network administration models to include vlan assignment, ACL, and IP address delivery (MAC assigned DHCP IP). Continued the Network Printer transition to include new IP addressing scopes and the deployment of a new print server in support of the over 300 printers. 3

4 Submitted IT assessments for the College of Engineering and FNAI. ITAPP Finalized the transition of primary support for Dedman School of Hospitality to CTS from College of Business IT. Collaborated with new area support IT representatives for Learning Systems Institute, and College of Social Work. Collaborated with the Center for Advanced Power Systems in the migration to FSU AD, Windows 10, centralized storage and One Drive for Business. Supported the Windows 10 migration by providing operating system deployment services and application configuration deployment scopes. Prepared FSU AD areas within The FSU Active Directory CTS Managed Departments for Jim Moran Institute and the Jim Moran School. Began the on-boarding process of all Apple devices in both the College of Social Work and the Learning Systems Institute. FSU Strategic Goals reference(s): 1, 2e Goal 4: IMPROVE COMMUNICATION AND COLLABORATION WITH ITS SERVICE PROVIDERS Identify and record service gaps. Establish proper solutions in collaboration with all groups involved, keeping the long-term sustainability of services in the forefront, to assist ITS and its partners to allocate proper resources and establish policies to keep the IT aspects functioning properly. Clearly establish boundaries, guidelines, procedures, policies and workflows in use for the delivery of support services. Continue to integrate our workflow and service delivery into the ITS Service Center concept, enforcing and leveraging existing areas: Service Management, Service Desk and Advanced Technical Services. Establish a process to keep CTS s web presence current to better highlight services provided through the ITS Service Catalog. Configured and deployed HEAT PatchLink and later transitioned to Ivanti Patch, to offer third-party patching for software titles like Java, Flash, Firefox ESR, Chrome CSR, SnagIt, among others. Worked with ERP teams to capture and develop procedures for deployment of desktop IT resources. Configured and deployed custom-configured workstations for ERP and Campus Solutions web resources load testing. 4

5 Collaborated with Service Management in the establishment of a communication strategy tied to monthly patch management for servers and workstations on Windows platforms. Centralized deployment of O365 and One Drive for business for Macintosh devices. Collaborated with Classroom Support with the development and configuration of custom patching schedules to avoid major changes during in-class periods. FSU Strategic Goals reference(s): 1, 2 Goal 5: DEVELOPMENT AND USAGE OF ITS SERVICES FOR SUPPORT DELIVERY PROCESS Deploy virtualization technologies for departmental labs usage, expanding our reach by removing the limitations of location and end user system resources, enhancing the availability of specialized software applications. Develop a transition plan from Open Directory to Profile Manager to cover aspects of student environments and departmental areas, to enhance our ability to manage and support Macintosh computers and enhance the support. Continue the development and implementation of Microsoft System Control Configuration Manager (SCCM) to enhance our ability to deliver operating system and third party applications patch management, deploy new software, resolve software and hardware problems, evaluate software and hardware, and improve data gathering and various support statistics. Collaborated in testing and implementation of new portal for the MyFSUvLab, and provided virtualized instances of specialized applications for College of Human Sciences and College of Business. Collaborated with MEAS to upgrade the FSU AD and System Center Configuration Manager to effectively manage and support Windows 10 latest builds. Restructured the packaging and delivery of Windows software updates to effectively manage the load on the SCCM infrastructure which supports approximately 6,500 clients. Began the automated deployment and installation of Windows Updates classified as Feature, Quality, Recommended and Optional. Provided support for Active Directory management, GPO deployment, user rights assignment, group creation, and other related tasks. Provided third-party updates for a specific charter of applications, centralized print server services, OS deployment and basic applications installation on Windows systems. Provided management, installation, and patching for the centralized anti-virus and antimalware service which supports over 6,500 clients. 5

6 Upgraded and expanded the Macintosh native management deployment tools to include: Open Directory, Apple Remote Desktop, Apple Profile Manager, MUNKI 3, MunkiWebAdmin, AutoPkg, DeployStudio, Reposado, Margarita, and Recipe Robot. All new Mobile Configuration Profiles were generated for the Math Testing environment and deployed via MUNKI in order to begin the move away from the campus Open Directory environment for workstation management. Started rolling out version 3 of the MUNKI client. The MUNKI software repository now contains over 2,000 items (i.e., combination of Apple and third party software). FSU Strategic Goals reference(s): 1, 2 Goal 6: CONTINUAL DEVELOPMENT OF CTS SERVICES AND SUPPORT DELIVERY PROCESS TO INCREASE APPEAL TO UNIVERSITY COMMUNITY Work with university IT professionals and others to identify service gaps and needs that could be fulfilled by CTS. Serve as liaisons between CTS Partner areas, ITS and outside sources to ensure proper deployment of solutions to ensure the sustainability and continuity of operations. Revise current methods of support and management, clearly establish proper documentation about common practices and revise end user s ability to do basic support tasks (Local Administrator/Power User/Local User). Continue the development and implementation of support, maintenance and patch management tools to enhance our ability to deliver operating system and third party applications patch management, deploy new software, resolve software and hardware problems, evaluate software and hardware, and improve data gathering and various support statistics. Identify and implement standard operating systems and productivity software to be supported for use of CTS partners. Created and maintained general use and custom operating system images to be used by CTS and ITAPP partners. Adopted HEAT PatchLink for 3 rd party patching services, and completed a Pilot that included all ITS systems with great success. Will create a new entry in the Service Catalog for this service. Active participant in the adoption and implementation of a Change Management initiative, submitted Requests for Changes for normal, standard and emergency changes, wherever applicable. Coordinated with MEAS to update the FSU AD domain functionality, and SCCM compatibility for Win10 management and support. 6

7 Developed Secure Computing Guidelines to be tested and implemented in production systems that are primarily managed by CTS. Worked directly with Microsoft and engaged MEAS to identify and remediate issues that may impact operating system patches and upgrades across several builds of the Windows operating systems, including updated maintenance procedures, Active Directory, System Center Control Manager and endpoints. Active participant of the FSU-IT Professionals Forum, demonstrating products and resources to attendees. The entire Adobe Creative Cloud 2017 suite was added to the MUNKI repository and deployed across campus to all CTS supported Apple devices. Over 150 new Apple devices were deployed in the campus-wide Math Testing environment using Mobile Configuration Profiles for workstation management. The MUNKI environment has been expanded and is now patching and managing over 1,100 Apple devices across the FSU campus. FSU Strategic Goals reference(s): 1, 2 Goal 7: DEVELOPMENT AND IMPLEMENTATION OF INFORMATION SECURITY PRACTICES Maintain and update the configuration baseline for the Payment Card Industry (PCI) workstations supported by CTS. Maintain existing and develop whenever necessary, documentation and processes for PCI compliance. Package and deployment of security and critical updates/patches for operating systems that subscribe to the ITS update offering. Maintain existing and implement processes to allow for standard deployment of third party (non- Microsoft, non-apple) software packages/updates/patches. Follow the vulnerability scanning process, with immediate remediation and reporting. Defined, implemented and maintained a configuration baseline for the Payment Card Industry (PCI) workstations supported by CTS. Re-trained all PCI-related staff as part of required continuing education. Monthly re-deployment of in scope PCI workstations at the FSU main campus. Maintained documentation and processes for PCI compliance. Packaged and deployed critical and security updates/patches for operating systems that subscribe to the ITS update offering. Developed and implemented a process to allow for standard deployment of third-party (non- Microsoft, non-apple) software packages/updates/patches on Windows-based systems. 7

8 Developed and implemented a process to allow for vulnerability scanning, remediation and reporting. Created centralized procedure that allows for periodic risk/vulnerabilities credentialed scans for all Windows ITS computers managed by CTS. Started centralized remediation process for discovered vulnerabilities. Finalized a Secure Computing Guideline for dissemination to user base for acknowledgement of receipt. Distribution mechanism being finalized. FSU Strategic Goals reference(s): 1, 2, 6 FSU Strategic Goals (Click Here for More) Goal I: Deepening Our Distinctive Commitment to Continuous Innovation Goal II: Amplifying Excellence Across our Academic and Research Programs Goal III: Realizing the Full Potential of Diversity and Inclusion Goal IV: Ensuring Student Success on Campus and Beyond Goal V: Preparing our Graduates for 21st Century Careers Goal VI: Investing Strategically in Our Institution and Reputation 8