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Less is MoreLess is MoreExpanding Ubiquitous Computing Without Expanding Ubiquitous Computing Without Increasing the StaffIncreasing the Staff
Hopkins Information Technology Services
Johns Hopkins University
EDUCAUSE Mid-Atlantic Regional Conference
16 January 2003
Rich Caserta, LAN/WAN Architect, Desktop Computing Services
Brandon Lockett, Resnet Coordinator, Network Services
Brenda Stidham, Technical Analyst II-Acting Manager, Technical Assistance
Copyright Johns Hopkins Institutions, 2003. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced
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Less is More…Less is More…History of Undergraduate IT Support at JHU
Approximately half of Homewood Campus’ 4000 undergraduates live in dorms.
Fall 1994: Resnet pilot program – “traditional” division of labor arose• Network Services managed network wiring, electronics, and signup procedures• Desktop Services supported PC hardware and software configuration• Support Services logged and routed support requests
Fall 1995: Freshman dorms wired – over 500 connections• self-service instructions did not suffice• full-time and student staff needed over two months to clear support backlog• problem resolution often went beyond network configuration
Less is More…Less is More…History
1996 - 1999: We try harder!
• Fancier self-service instructions - more pictures and steps
• Windows 95 helped ease configuration burden
• But this is offset by more computers, more connections
…until finally…
• We offer standardized computers to students and more automated processes
2000: Mobile Computing Program standards improve supportability built-in networking in-house support included
2001: Resnet enhancements DHCP throughout dorms in-room Resnet registration
2002: Wireless open to all students MCP laptops have built-in wireless
Less is More…Less is More…
Less is More…Less is More…Residential Networking @ JHU
Less is More…Less is More…Resnet @ JHU - New Automated Registration
Students register without assistance
Students no longer wait until orientation day to register
Simple instructions
Paperless registration
Fewer staff to assist with registration
Less is More…Less is More…Resnet @ JHU - DHCP
Easy configurations
Improved IP management
Paperless distribution of IP’s
Eliminated IP conflicts
Less is More…Less is More…Resnet @ JHU - Spoof DNS
Student receives valid IP with DNS of the registration server
Forced registration
Eliminated registration server address confusion
Less is More…Less is More…Resnet Registration
Login Page
Basic Resnet info
Less is More…Less is More…Resnet Registration
Post username verification
Less is More…Less is More…Resnet Registration
Acceptable use policies & criminal offenses
• infringing copyright• forging electronic
communication• hogging network
resources
Click ‘here’ link initiates MAC address retrieval
Less is More…Less is More…Resnet Registration
Demographic page
Semester selection page
‘submit’ button to insert MAC address into DHCP database
Less is More…Less is More…Resnet Registration
Thank you page
Contact info for technical assistance
Less is More…Less is More…Resnet SWAT Sessions
Resnet, Mobile Computing Program, Wireless Networking, Telecommunications, and E-mail support are offered to students during fall semester startup
Convenient location in dorms
Wiring and configuration issues
Less is More…Less is More…Resnet SWAT - Staffing Requirements
Staff coverage needed for fall startup decreased by a minimum of 30%
BEFORE
First three weeks• Seven to twelve FTE’s• Six part-time students
Next three weeks• Four to six FTE’s• Six part-time students
Remainder of semester• One to two FTE’s• Six part-time students
AFTER
First three weeks• Five to ten FTE’s• Four part-time students
Next three weeks• One FTE• Four part-time students
Remainder of semester• One FTE• Four part-time students
REDUCTIONIN HOURS
20-30%
60-70%
20-40%
Resnet Weekly Registration Stats (2000 vs. 2001) More students had their Resnet connections sooner with these changes
0
200
400
600
800
1000
1200
Aug Wk 4 Sep Wk 1 Sep Wk 2 Sep Wk 3
2000 2001
Resnet Registration Growth from 1995 to 2002
Less is More…Less is More…Resnet Infrastructure 10Mb switched connections to dorms
Cisco hardware
Gigabit backbone
Less is More…Less is More…Mobile Computing Program @ JHU
Less is More…Less is More…Mobile Computing Program - Rationale The goal: offer students better and broader in-house computer
support
How to get there• Offer “choices with limits” – standardize as much as possible• Perception: offer “premium” support for those who participate• Simplify the support model
Less is More…Less is More…Mobile Computing Program - System Bundles
Key model selection criteria• 9 to 12 month availability - “business” not “consumer” models• One “desktop replacement” and one “light” model per vendor• Three-year warranty and damage insurance coverage standard• Minimum specifications on memory and hard drive capacity• Built-in Ethernet, modem, and wireless on all 2002 models
• IBM: ThinkPad A31 and R32• Dell: Latitude C840 and C610/C640
Software image• Developed in-house and sent to vendor for initial software load• Windows XP: prompt for password change on startup• Preinstalled software: anti-virus and Internet “helper applications”• Notebooks arrive ready for use
Less is More…Less is More…Mobile Computing Program - Support
Students are mailed information directing them to the JHU MCP web page to order
• Recommended models listed on web site - linked to vendor web pages for ordering
• All ordering processes handled between vendor and purchaser
Distribution• 2000/2001: In-house mass distribution to students was a big logistics problem• 2002: Laptops were shipped directly to students’ homes
Less is More…Less is More…Mobile Computing Program - Support
Several support contacts • E-mail: [email protected]• Phone: 516-3382• Walk-in support • Web site
Troubleshooting and Support• Software issues• Hardware issues• Loaner pool
Less is More…Less is More…Wireless @ Johns Hopkins Hopkins wireless network uses the 802.11b standard.
Wireless LAN adapter must be capable of 128-bit WEP (wired equivalent privacy) encryption.
• Configuration of the network and encryption parameters is handled by Hopkins ITS Technical Assistance
• To ensure supportability, only vendors’ wireless cards that are listed on the Johns Hopkins wireless web page are supported
Over 220 locations across the Johns Hopkins Institutions.
Available in several common areas on the Homewood campus.
http://nts.jhmi.edu/networking/wireless.cfm
Less is More…Less is More…Wireless @ Johns Hopkins Policies and procedures
• Customers will be set up on the wireless network as long as they meet the criteria on the web page.
• To get set up on the wireless network the customer places a service call to the Support Center (Help Desk).
• Technical Assistance will set up an appointment and explain the security audit.
Security audit
• A security audit is run on every laptop.
Students with disabilities have benefited from the Mobile Computing Program and the wireless network.
Less is More…Less is More…The Future… Resnet
• Improve upon network management systems and procedures
Mobile Computing • Apple PowerBook, handhelds (PDAs), and tablets
• Palm & Pocket PC OS
Wireless• Dynamic WEP keys to improve scalability
• PEAP (Protected Extensible Authentication Protocol) for additional security
• Expanded coverage
• Automated user registration
Less is More…Less is More…Benefits of our Efforts
2002: We have more time!
• Collaboration between Technical Assistance, Network Services, and Desktop Computing Services pays off!
• Help Desk calls for student IT support reduced by 60%
• Lower support burden allows IT staff to further enhance services
0
100
200
300
400
Week 1 Week 2
Student IT Support Calls (2000 vs. 2001)
Wk-1/2000 Wk-1/2001 Wk-2/2000 Wk-2/2001
Less is More…Less is More…Questions?
E-mail addresses• Brandon Lockett, Network Services:
• Brenda Stidham, Technical Assistance: [email protected]
• Rich Caserta, Desktop Computing Services: [email protected]
