Technology Services Center February, 2006 Services & Support Overview

Technology Services Center

February, 2006

Services & Support Overview

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Agenda

• IUP At-A-Glance

• TSC Services

• Future Initiatives

• Summary

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During the next hour...

…just like every hour of every day all year long…

The TSC will:process 6,125 e-mail messagesaccept 3,885 hits on the URSA websitesupport dozens of other services

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“There will be more data created in the next five years than in the history of the world.”

-Mark Hurd, Chief Executive Officer, Hewlett-Packard

How Much?

If this data were printed, an estimated 37,000 buildings the size of the Library of Congress would have to be built every year to handle the volume.

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IUP At-A-Glance

• 14,000 Students

• 101,000 Alumni

• 1,650 Employees

• Over 100 Majors

• 40 Masters Programs

• 8 Doctoral Programs

• Largest of 14 PASSHE Members

• PA’s Only Public Doctoral I Institution

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IUP TechnologyOrganizational Structure

• Academic Affairs Division Administration and Technology

Technology Services Center................www.iup.edu/tsc

Academic Technology Services.......www.iup.edu/ats

Council of DeansCollege Technology Managers…......www.iup.edu/ats

Instructional Design Center....................www.iup.edu/idc

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TSC Services

• Networking Infrastructure

• Enterprise Services

• Administrative Information Systems

• Academic Services

• Specialized Services

• Personal Computing

• Customer Care

• Internal Management Services

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Networking Infrastructure

Enterprise Services

Personal Computing

Customer Care


AdministrativeAcademic Specialized

Internal

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TSC ServicesNetworking Infrastructure

Design, Implementation and Maintenance• Wired\Wireless Network Physical Plant• Network Hardware Configuration and Maint.• Layer-3 (IP) Services (DHCP, DNS, WINS)

• Internet Connections• Traffic Shaping• Network Security• “ResNet” ISP, Card Entry, Video, Consulting• Network Consulting for IUP Tech Units• 2nd-Level Network Support for IUP Tech Units

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Network Topology

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Typical Building LAN

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Specialized Building LAN

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Central TSC Computer Center

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SSHENet IV

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TSC ServicesTechnology Infrastructure Systems

Domain Name Service(Internal and External)

DNS1 DNS2

Network Monitoring

Network MonitoringVarious ApplicationsWindows 2003 ServerRedhat Enterprise Linux

Dell Intel 2x50

cflowd

SNORT IDS

Network Traffic Shaping

Traffic Shaping

PacketeerPacketshaper 9500

SystemSecurity

Dynamic Host Configuration Protocol

DHCPISC DHCPD (Linux)Redhat Enterprise Linux

Dell Intel 2650 w/ remote hot spare

DNS1DNS2

bucknell.edu

verio.net

Domain Name ServiceISC BIND (Linux)Redhat Enterprise Linux

Dell Intel 2650 w/ remote hot spare

What’s Up Gold

MRTG

TSC Developed Tools

NetOpsDB

ResNet Firewall

Packetshaper 9500

ACORN

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TSC ServicesEnterprise Services

Design, Implementation and Maintenance• User Account and Group Management• Network Authentication• Electronic Mail and Related Services• Electronic Mail Distribution Lists• Personal Web Service (www.people.iup.edu)

• Personal Calendar Service (webcal.iup.edu)

• Central Web Service (www.iup.edu)

• HTTP Proxy (web-proxy.iup.edu)

• Central Directory (search.people.iup.edu)

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TSC ServicesEnterprise Services – Continued

Design, Implementation and Maintenance• Data Backup and Restore Services• IUP Virtual Private Network (VPN)• Software License Management• Service Continuity and Disaster Recovery

Planning• Enterprise Service Security

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TSC ServicesEnterprise Services – E-Mail

•imap.iup.edu•pop.iup.edu•smtp.iup.edu

CommnuiGate ProLinux

6 Dell 2550 Dual-Intel2GB RAM, 36GB DiskNetApps 820 1.5 TB Filer

Load Balancer

Front-End-2

Back-End-1

Back-End-2

File-Server-1

Back-Up-1

Front-End-1

Users

6TB

Tape

SystemSecurity

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TSC ServicesEnterprise Systems

Enterprise Backup Services

Directory Service

Central Calendar Service

TSCNT4

ADMS0400 SW4

Banner BackupLegato ConsoleRed Hat Linux

Dell Intel 2800

Domain BackupLegato ConsoleWindows Server 2003

Dell Intel 2600

IUPH1

Student\Project BackupLegato ConsoleWindows Server 2003

Dell Intel 2650

EMBK1

E-Mail\Linux BackupLegato ConsoleRed Hat Linux

Dell Intel 2550

IUPMSDEnterprise

Master Security Domain

MS2K1MS2K2 MS2K3

IUPMSDWindows Server

Dell Intel 2650

IUPWEB3DS1

ldap.iup.edusearch.people.iup.edu

OpenLDAPRedhat Enterprise Linux

Dell Intel 2850

Central WWW Services

IUPWEB1IUPWEB2

MS2K6

www.iup.eduwww.people.iup.edusearch.www.iup.eduMS IISWindows Server 2003

Dell Intel 2650

HTTP Proxy Service

Prox1 web-proxy.iup.edu

SquidRedhat Linux

Dell Intel 2850

webcal.iup.eduCorporate TimeOracle \ Win2000Apache \ Linux

Dell Intel 2200

TSCNT2

Virtual Private Network

IUPVPN1 vpn.iup.edu

Windows RASWindows 2003 Server

Dell Intel 2850

Software LicenseManagement

Service ContinuityDisaster Recovery

SystemSecurity

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TSC ServicesAdministrative Information Systems

• Sungard SCT Banner Fully Integrated Student, Financial Aid, Finance,

Human Resources, Advancement Banner Xtender (BXS) Self-Service (URSA)

• FAMIS• Oracle Solutions

Campus-Wide Unlimited-Use (Selected Products) Oracle Database (TSC: 18) Oracle Application Server (TSC: 9)

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TSC ServicesAdministrative Information Systems - Continued

• SAP Implementation Support Payroll Finance Ancillary System Interfaces and Support

• Custom Application Development\Reporting

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TSC ServicesAdministrative Information Systems - Continued

• Decision Support Systems Institutional Advancement Institutional Research Unified Enrollment Management

• State and Federal Reporting Activities Common Cost Accounting and Reporting (CCAR) State Reporting Requirements

• Ancillary Systems ID Works (IUP I-Card) Student Affairs-Related Systems National Council for Accreditation of Teacher Ed. (NCATE) IUP Automated Letter Generation (“ProdPC”) User Account Database (UDB) T2 PowerPark (Campus Police)

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Report Server(Intranet)

DSSData Warehouse

www.admin.iup.eduMS IISWindows Server 2003

Dell Intel P6 200Mhz128MB RAM, 4GB Disk

DW Reference DBOracle 8iSolaris 2.6

Sun SparcStation 564MB RAM, 6GB Disk

Sunny

BANNRNT1ADMIADW1

DW ProductionSQLserver 6.5, 7Windows Server 2003

Dell Intel Dual P6CPU256MB RAM, 8GB Disk

WARD

Imaging

BXS ImagingMS IISWindows Server 2003


ADMIMG02ADMIMG02

SystemSecurity

Transactional ProcessingBanner, FAMIS, T2

JSUN

ProductionSCT Banner 2000Oracle 9iSolaris 2.6

Sun Ultra Enterprise 400010GB RAM, 150 GB Disk, 10 CPU

www.banner.iup.eduOAS 10gWindows Server 2003

Dell Intel Dual CPU2GB RAM, 365GB Disk

SS1

DevelopmentSCT BannerOracle 9iSolaris 2.6

Sun Ultra Enterprise 450500MB RAM, 250GB Disk3 – 300MHz CPU’s

WatsunSS2

DW Development SQLserver 7Windows Server 2003


TouchNet PaymentGateway

TouchNet GatewayWindows NT Server

Vendor Supplied HardwareBanner WorkFlow

WorkFLowBanner WorkFlow 4.1Oracle 9iWindows Server 2003

Dell Intel PE 2650

ADMWEB1

Internet Native Banner(INB)

INB1

ADMWF01

INB2 INB3

INBBanner Web ServersOAS 10gWindows Server 2003

Dell Intel PE 2850

INB4

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TSC ServicesAncillary Information Systems

SystemSecurity

Banner

Banner HousedSoftware Engineering

•1500+ Custom Enhancements•Letter Generation•NCATE•UDB “Production PC”

ProdPCMS OfficeMS IISWindows Server 2003

Dell Intel 2850

ID Works(I-Card Management)

ID Works

Windows ClientODBC ConnectionCampus Police

Ticketing Management

T2 PowerPark

Windows ClientODBC Connection CSI Fitness Center

CSI Fitness Center

Windows ClientODBC ConnectionLocal Refresh

ProdPC

Park

Workflow

FAMIS

BannerJSUN

WinClient

WinClient

WinClient

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TSC ServicesAcademic Services

• WebCT Server Management• Test Scoring and Faculty Evaluations• Student Home Directory and Portfolio Services• Project Directory Service• Course E-Mail Distribution Lists• Advanced Technical Support• Security Services• Faculty Outreach• Academic Research (Technology)

K-12 Computing Services Center National Emergency and Disaster Information System

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TSC ServicesAcademic Services

Academic SystemsStudent Home Directory

and Portfolio Service

IUPH

IUPH1

SHD ServiceWindows Server

Dell Intel 2650

Test Scoring /Faculty Evaluations

Research SupportSystemSecurity

AdvancedTechnicalSupport

WebCT

Project Directory Service

IUPA06

PDSWindows Server

Dell Intel 2650

CourseE-Mail Lists

CourseE-Mail Lists

Faculty OutreachWebCTWindows Server

Dell Intel 2650

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TSC ServicesSpecialized Services

• Campus Telephone Services• 501(c)3 Systems and Network Support

Student Cooperative Association Research Institute Foundation for IUP University Acquisitions Inc. (UAI)

• Auxiliary and Alumni Mail Systems• Stand-Alone Document Imaging• Hosted Service Management• Management and Consulting Support

Computing Policy Leadership Business Process Consulting

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TSC ServicesSpecialized Services

Specialized Systems

Auxiliary\Alumni Mail Service

auxmail.iup.edualumn.iup.edurelay.iup.edu

ComuniGate ProLinux

Dell Intel 2650

EMOX1

EMAS1

Dial-Tone Phone Service

Bell Atlantic CentrexLucent #5ESS Switch

•2500 Admin Lines•2400 Student Lines•Long DistancePAnet (Admin)ACUS (Student)

Stand-AloneDocument Imaging

SystemSecurity

Secured FTP\Data Services

ComputingPolicy

Leadership

BusinessProcess

Consulting

501(c)3 System \ Network Support•Student Co-Op•Research Institute•Foundation for IUP•UAI

HostedService

Management

ImagingApplicationXtenderWindows Server 2003

Dell Intel 2600

ADMSRV05

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TSC ServicesPersonal Computing

Design, Implementation and Maintenance• ADM LAN\Server Administration• “Administrative Standard Desktop”• Remote Software Management and Upgrades• Home Directory and Office Storage Management• Network Printing Configuration and Management• Personal Computing Security, Patch and Configuration

Management• Specialized Application Support (Impact, Informant, etc.)

• Home Computer (IUP) Configuration• Portable Computer Configuration and Management• Hardware Repair and Upgrades

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Administrative LAN

ADM Domain

ROCKY

WinXP

Win2003 Srv

575 Administrative Users

40 Servers

2 TB (2,270GB) Disk

1120 Personal Computers

220 Printers

8500 Annual Support Calls

WinXPWinXP WinXP

WinXP

WinXP

HOLMES

Win2003 Srv

ADM2K02ADMSMS01

ADM2K01 Win2003 Srv

SystemSecurity

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TSC ServicesCustomer Care

The TSC is a Customer-Centered Organization

• Requests Individual Users Departments\Divisions Technology Committees 501(c)3 Organizations IUP Affiliates

• Prioritization Customer-based Committee Structure

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TSC ServicesCustomer Care

• Administrative Help Desk (www.iup.edu/helpdesk) Single Point-of-Contact for all Technical Support Activities 17,000 Support Calls 2004-2005 (2 years) 8,000 Remedied at First-Level Support

• Training Employee Orientation Comprehensive User Training (2 Training Facilities)

• Communications TSC Newsletter and TSC TechAlerts Administrative Network Users Group User and Technical Documentation TSC Website, IUP TechZone

• TSC Operations Job Management Account Management Bulk Printing

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TSC-Internal Activities

• Systems Mixed Operating Systems (Windows, Linux, Solaris) HEAT – Help Desk Call Logging UDB – Custom User Accounts Database NetOpsDB – Network Management Database System Source Code Management (Visual Source Safe) System Logging Services

• Activities Machine Room Management Budget Management Procurement and Contracts Sungard SCT and PA Banner Users Groups Staff Professional Development Technical Library – Books, Manuals, Electronic Resources Student Employment

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TSC Statistics At-A-Glance• Multi-Campus Wide-Area-Network (WAN)• 12K Active Data Ports (Gigabit, 10Mb, 100Mb, wireless Ethernet)

• 107 Wireless Access Points (3 at Northpointe)

• 18K User Accounts• 3.7M E-Mail Messages\Month (2.5M Rejected\Month)

• 24M www.iup.edu Web Hits\Month• 1,600 Banner\FAMIS Accounts• 2.3M Banner Web Hits\Month• 1,500+ Banner Custom Functional Enhancements• 15K Credit Card Transactions ($10.3M)• 135 Enterprise\Administrative\Academic Servers• 1,300 administrative personal computers\printers• 10.5 TB Production DiskK=Thousand, M=Million, TB=Terabyte (Trillion)

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Future Initiatives

• Maintain a Secure, Modern, Mainstream Technical Services Environment Expanded Wireless Networking SAP Implementation and Support Enhanced Decision Support Systems Enhanced Reporting Solutions E-Mail Service Expansion Central Website Redesign Digital Certificate Infrastructure Expanded Security Services, Intrusion Prevention

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Networking Infrastructure

Enterprise Services

Personal Computing

Customer Care


AdministrativeAcademic Specialized

Internal

TSC Services Summary

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Summary

Impact of the TSC at IUP

• Increases Customer Productivity

• Increases Technical “Know-How”

• Enhances Student and Employee Experience

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Bill Balint

G-10 Stright Hall

[email protected]

357-7854

Administrative Help Desk

G-1 Stright Hall

[email protected]

357-1267

Questions

Documents

Technology Services Center February, 2006 Services & Support Overview