The Technical Services Stuff in IT Services

STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

1

The Technical Services Stuff in IT ServicesThe Technical Services Stuff in IT Services

A brief tour of the technical and service offering plethora – who knew????A brief tour of the technical and service offering plethora – who knew????

Technology Training ServicesTechnology Training Services

October 2009October 2009


page 2

Course GoalsCourse Goals

• To help you integrate into IT Services by gaining the technical and service-oriented knowledge needed to be more productive.

• To improve your awareness of and promote the services, resources, and tools that the various groups within IT Services provide (to the campus at-large and also within IT Services).

• To provide a functional overview of the services and products, and how they interrelate across computing organizations and why they are important to the campus as well as IT Services.


page 3

Course AgendaCourse Agenda

The technical overview of the services provided by each of the main divisions within IT Services

• Strategic Planning• Human Resources• Architecture• Research Computing• Computing Services• Communication Services• Client Support• Business Services


page 4

Administrative Guide PoliciesAdministrative Guide Policies

Policies: http://adminguide.stanford.edu/• Admin Guide 1: University Code of Conduct• Admin Guide 61: Administrative Computing Systems• Admin Guide 62: Computer and Network Usage Policy• Admin Guide 63: Information Security• Admin Guide 64: Identification and Authentication Systems• Admin Guide 66: Chat Rooms and Other Forums Using

Stanford Domains or Computer Services• Admin Guide 67: Information Security Incident Response• Admin Guide 81.1: Telecommunication Services• Admin Guide 81.3: Provision of Mobile Equipment and

Related Services• Admin Guide 84: Credit Card Acceptance and Processing


page 5

HIPAA and FERPAHIPAA and FERPA

HIPAA (Health Information Privacy and Security)• http://hipaa.stanford.edu/• Protects the privacy of an individual’s health information

and govern the way certain health care providers and benefits plans collect, maintain, use and disclose protected health information (“PHI”).

• Be sure appropriate procedures are maintained to ensure that the HIPAA privacy and security rules are followed.

FERPA (Family Educational Rights and Privacy Act)• http://ferpa.stanford.edu• Provides students the right to consent to disclosures of

personally identifiable information contained in the student’s education records.

• Students, faculty, and others with questions regarding student records should contact the Office of the University Registrar.


Security IssuesSecurity Issues

Important security concepts all IT Services employees need to know and understand:• Admin Guide 63• Data Classification (Confidential, Restricted, Prohibited)

http://www.stanford.edu/group/security/securecomputing/dataclass_chart.html

• Encryption • Passwords: always use a secure connection when sending your

password!• Kerberos• Secure Socket Layers (SSL) and Secure SHell (SSH)• Stanford Desktop Tools

• Computers: be aware of how to encrypt the contents of your computer!• Stanford Whole Disk Encryption: (SWDE)

http://www.stanford.edu/services/encryption/wholedisk/index.html• Windows: http://securecomputing.stanford.edu/pc_file_encryption.html• Mac: FileVault (System Preferences > Security > FileVault)

page 6


page 7

IT Services Organization ChartIT Services Organization Chart


page 8



page 9

Authentication: SUNet IDsAuthentication: SUNet IDs

Stanford University Network IDentifier• 3-8 character identifier• Permanent – cradle to grave – but aliases allowed!• Not private and not anonymous• Your “golden key” to online services• Password – change every 180 days• http://sunetid.stanford.edu

Computing Services


page 10

Authentication: Workgroup ManagerAuthentication: Workgroup Manager

Workgroup Manager Web application Defines groups of community members for use on

restricted web pages or applications

Workgroups are:• Lists of members in a group• Identified by their SUNet IDs• Given a name that uniquely identifies them. • Replicated into the Active Directory (AD) – more on AD

later!

A workgroup may also contain subgroups!

Computing Services


page 11

Authentication: Types of WorkgroupsAuthentication: Types of Workgroups

3 types of workgroups:

1. System-maintained workgroups:stanford:student (students) stanford:academic (faculty and students)stanford:faculty (faculty)stanford:administrative (staff and faculty)stanford:staff (staff) stanford:stanford (students, faculty, and

staff)

2. Department workgroups (often identified by the department’s assigned stem)

organization:businessaffairs_its gsb:affiliates helpdesk:consultants

3. Individual workgroups (identified by the owner’s SUNet ID preceded by a tilde ~)

~jdoe:book_exchange ~instr:friends ~santa:naughty_children

Using workgroups (with Webauth, for example) in a .htaccess file:AuthType WebAuth AuthType WebAuth AuthType WebAuthrequire privgroup stanford:staff require privgroup its:directors require privgroup

~instr:friends

Computing Services


page 12

Authentication: KerberosAuthentication: Kerberos

Kerberos:• A network authentication system for use on physically

insecure networks. • The heart of Stanford’s campus-wide network security

infrastructure.• Prevents eavesdropping or replay attacks.• Provides for data stream integrity (detection of

modification) • Prevents unauthorized reading of data using

cryptography systems such as the Data Encryption Standard.

• Is the official method for authentication at Stanford(see Admin Guide 64)

Computing Services


page 13

Authentication: Kerberos–A Screencast on How It Authentication: Kerberos–A Screencast on How It WorksWorks

Computing Services

From Password to Service Request to Service Ticket

Screencast Played Here


page 14

Authentication: Establishing Kerberos CredentialsAuthentication: Establishing Kerberos Credentials

Windows: • Network Identity Manager (NIM) • Stanford Desktop Tools• http://www.stanford.edu/services/ess/pc/docs/kerberos/

Macs: • Kerberos for Macintosh (runs in the background) • Stanford Desktop Tools• http://www.stanford.edu/services/ess/mac/docs/kerberos/

Unix: • kinit• http://unixdocs.stanford.edu/loggingin.html

How does it work?1. User runs NIM (Windows) or Stanford Desktop Tools (Windows/Mac) or

kinit2. User logs in with valid SUNet ID and corresponding password3. Kerberos credentials are established!

Computing Services


page 15

Authentication: Web Authentication (WebAuth)Authentication: Web Authentication (WebAuth)

Open-source web-based system for authenticating users (developed here!)

Protects web sites on the main Stanford web servers Can be used with other Apache-based web servers How does it work?

1. User visits a protected website2. Login screen appears and user enters SUNet ID and password3. User’s identity and Kerberos ticket carried in a cookie

https://weblogin.stanford.edu/help.html http://webauth.stanford.edu

Computing Services


page 16

Authentication: Web Login (WebAuth continued)Authentication: Web Login (WebAuth continued)

2 keys are given to you when you log in: 1. a key to the specific web site or service you visited, 2. and a "master" key that opens other protected web sites.

The keys last until you quit your browser program, or until they expire – up to 10 hours later.

Be sure you have "turned in your keys" by quitting your browser before you leave your computer. • Otherwise other people can access websites as though

they are you!

Note:• Using a protocol called SPNEGO, supported browsers can access

protected web sites using Kerberos credentials obtained from your computer login instead of using the WebLogin screen.

• For details, go to https://weblogin.stanford.edu/config.html

Computing Services


page 17

Authentication: ShibbolethAuthentication: Shibboleth

http://www.stanford.edu/services/shibboleth/

Lets you access secured non-Stanford sites (only those who have joined a common federation) using your SUNet ID.

Lets Stanford web servers authenticate users from those non-Stanford institutions using their local authentication credentials.

Example: COManage – Internet2 Project• Still in development…• COManage is the Collaborative Organization Management Platform

developed by the Internet2 Middleware Initiative. It is intended as a demonstration of the capabilities offered by tying together federated identity management (Shibboleth), groups management (Grouper), and (coming soon) privilege management into a cohesive support infrastructure for a variety of collaborative applications.

• http://middleware.internet2.edu/co/• http://comanage-dev.stanford.edu/

Computing Services


page 18

Authentication: Guest AccountsAuthentication: Guest Accounts

Based on email address Uses Shibboleth as authentication A Stanford Guest Account allows you to view specific

Stanford web pages that normally require Stanford-Affiliated SUNet identification. A Guest Account might allow you to view and interact with web-authenticated department, individual, and group pages. The owner of the restricted pages can allow you to access them via your Guest Account.

Note: A Guest Account cannot be used to access any restricted data including HIPAA, FERPA, or PCI-regulated data.

http://www.stanford.edu/service/guest/

Computing Services


page 19

Distributed File Systems – AFS (Andrew File Distributed File Systems – AFS (Andrew File System)System)

Stanford’s campus-wide file system Allows users to efficiently share files across local and

wide area networks System is backed up nightly University’s main web site and linked files hosted on

AFS

http://www.stanford.edu/services/afs/

Computing Services


page 20

Distributed File Systems – AFS disk space quota Distributed File Systems – AFS disk space quota

1 GB of disk space per users, group, or department

Can be used to store web pages, text files, computer programs, pictures and other digital data

Learn more:http://www.stanford.edu/services/disk-space/

Request group/dept space or increase quota:http://tools.stanford.edu/

Computing Services


page 21

Distributed File Systems – OpenAFSDistributed File Systems – OpenAFS

Lets you access AFS space on a desktop computer as a shared drive

http://www.stanford.edu/services/openafs/

Computing Services

Mac Windows


page 22

Distributed File Systems – Copying Files to AFSDistributed File Systems – Copying Files to AFS

For step-by-step instructions on copying files to AFS, visit http://filetransfer.stanford.edu/• OpenAFS• SFTP (Fetch/SecureFX)

WebAFS is a new, web-based method to easily copy files to AFS• http://afs.stanford.edu/• http://www.stanford.edu/services/afs/webafs/userguide/

Computing Services


page 23

Distributed File Systems – Workgroup IntegrationDistributed File Systems – Workgroup Integration

Workgroups can be integrated with AFS, Mailing Lists, and the Active Directory

https://tools.stanford.edu/cgi-bin/workgroup-admin

Computing Services


page 24

Distributed File SystemsDistributed File Systems

Common Internet File System (CIFS)• CIFS (Common Internet File System) = “file servers”

• Also known as “Server Message Block”• Also known as the “Windows File Sharing”

• At Stanford, we use the CIFS protocol to provide access to a central file service.

• Can be used to share and store files for groups and departments.• Authentication is via Kerberos and NTLM version 2 (Windows NT LAN

Manager)

http://www.stanford.edu/services/storage/lowcost/cifs/

Computing Services


page 25

Backup, System Security, and Anti-VirusBackup, System Security, and Anti-Virus

Backing Up:• Desktop/laptops (e.g., Mozy, Iron Mountain (BaRS being deprecated))

• Basically outsourced with a Stanford rate - CRC can help if part of a CRC contract

• Servers (e.g., AFS) - Using TSM (looking at disk to disk backup solutions)

System Security:• BigFix – http://www.stanford.edu/services/bigfix/

An OS patch management service which distributes critical security updates to Windows PCs and Macintoshes.

• PC Security Self-Help - http://www.stanford.edu/group/security/securecomputing/

• OS Updates• Windows: http://windowsupdate.microsoft.com/• Apple: http://support.apple.com/• Linux/Unix

Anti-Virus: Sophos (Stanford site-licensed anti-malware software, providing protection from both viruses and adware/spyware)• http://ess.stanford.edu/pc/sophos.html• http://ess.stanford.edu/mac/sophos.html

Computing Services


page 26

Business Applications SupportBusiness Applications Support

Support for ITS internal business apps and campus-wide enabling applications

Pinnacle (Billing), OrderIT, MyITServices

General Enterprise/IT Support Systems• Remedy/HelpSU - tickets; reporting• CMDB (Content Management DataBase) – at Stanford, we use Remedy

Calendaring• Zimbra information: http://www.stanford.edu/services/emailcalendar/

Docushare• A content and document management system• http://docushare.stanford.edu

Infra • Change Management system used to create, approve, schedule, and

provide notification of change requests related to IT systems hardware and software

• http://changemanagement.stanford.edu

Stanford Answers (also Client Support): http://answers.stanford.edu

Computing Services


page 27

Business Applications Support (continued)Business Applications Support (continued)

Support for ITS internal business apps and campus-wide enabling applications

ACES (Access Control Enterprise Systems) – Card access to buildings

• Lenel

• CS Gold

eCommerce – a suite of services that enables Stanford's schools, centers, and departments to establish themselves as merchants, and market and sell products and services on the web. Managed by the Controller’s Office.

SMARTS – monitoring tool to monitor and respond to alerts from networks (phone, switch, data, VOIP, Net-to-Switch/Jack), door security, and environmental systems in the data centers

Unanet – time tracking tool that IT Services uses internally to track staff work time

Jira – tool used to track bugs and other issues in enterprise software used at Stanford

Computing Services


page 28

Departmental compute serversDepartmental compute servers

Remote access to high-speed, high-power computing resources to support large jobs and provide support for core curriculum and research

Support for departmental or course-specific computing needs.

Specific compute services that don't scale to an enterprise level.

Computing Services


page 29

Database Services – MySQLDatabase Services – MySQL

IT Services provides consulting and assistance with databases and database vendors, as well as hosting and support.

MySQL service• Popular open source database management system• With PHP programming language, used to build dynamic,

interactive Web sites. • Available for Stanford departments and official University

groups and services• https://www.stanford.edu/services/sql/• http://mysql.stanford.edu

Computing Services


page 30

Database Services – Microsoft SQL and OracleDatabase Services – Microsoft SQL and Oracle

Microsoft SQL• Microsoft’s implementation of SQL• IT Services offers support for departments who have

implemented Microsoft SQL Oracle

• IT Services provides consulting and assistance with databases and database vendors, as well as hosting and support.

• Note: No Oracle DBAs in-house For-fee services - supported via Ntirety

Computing Services


page 31

Directory Services (Registries)Directory Services (Registries)

OpenLDAP (Open Lightweight Directory Access Protocol)• http://www.stanford.edu/services/pubsw/package/network/openldap.ht

ml• http://www.stanford.edu/services/directory/• http://www.openldap.org/

Active Directory• http://windows.stanford.edu/Public/Infrastructure/Services/Directory.ht

ml Whois / StanfordWho

• http://stanfordwho.stanford.edu/ StanfordWhat

• http://stanfordwhat.stanford.edu/ Workgroup Manager

• http://workgroup.stanford.edu/ StanfordYou

• http://stanfordyou.stanford.edu/ Printed Directory (ASSU)

• http://assu.stanford.edu/

Computing Services


page 32

Directory Services (Registries)Directory Services (Registries)

Computing Services


page 33

Technical Facilities (TFAC)Technical Facilities (TFAC)

Provides operational management and support for:• IT Services production systems• Infrastructure supporting these systems• Data Centers

• Forsythe, Sweet Hall, the 12 ECH (Electronic Communication Hub) facilities, and the Auxiliary Data Center in Livermore, CA)

Responsible for:• Space Planning• Vendor/Customer Coordination• System Hardware Installation• Cabinetry• Low Voltage Cabling and Branch Circuit Distribution• Tracking all equipment in the data centers, IT Services,

Administrative Services, and the CFO’s office (Property Administration)

Computing Services


page 34

Storage ManagementStorage Management

IT Services provides solutions to data storage needs for all levels — individual, departmental, and institution-wide (enterprise). • 1 GB of AFS storage space is provided at no charge• Three additional tiers of fee based storage, each priced per

gigabyte for maximum flexibility. This service provided by block-level, or file-level storage

with multiple available protocols (SAN, NAS, iSCSI, CIFS, AFS, etc).

For interconnection, fiber channel and iSCSI is recommended

http://www.stanford.edu/services/storage/

Computing Services


page 35

Unix/Linux/Windows System AdministrationUnix/Linux/Windows System Administration

Unix/Linux System Administration• Plan, manage and operate development and production

servers in Forsythe Data Center, Sweet Hall, and West ECH, East ECH, and Press ECH.

• http://www.stanford.edu/services/unixcomputing/

Windows System Administration• Addresses the need to move closer to single sign-on• Provides location-independent access to resources,• Provides manageability and security for the Microsoft

Windows platform• http://windows.stanford.edu/

Computing Services


Web Services – Infrastructure StuffWeb Services – Infrastructure Stuff

ITS web services allow clients control over the collection (database) and presentation (web) of information using various tools.

Virtual Host:• Lets you have a shorter web address (URL – Uniform

Resource Locator)• Learn more: http://virtualhosting.stanford.edu• Request or update existing: http://tools.stanford.edu

Web Searching: • http://search.stanford.edu/• http://www.stanford.edu/services/websearch/Google/

Web Space: http://www.stanford.edu/services/web

page 36

Computing Services


Web Services – DatabasesWeb Services – Databases

MySQL• Popular, free, open-source relational database

management system known for its speed, reliability, and ease of use.

• http://www.stanford.edu/services/sql/• http://mysql.stanford.edu• Request a database: http://tools.stanford.edu/

Microsoft SQL• Microsoft’s implementation of SQL• IT Services offers support for departments who have

implemented Microsoft SQL via Ntirety support (for-fee service)

page 37

Computing Services


page 38

Web Services – Forms and CGIWeb Services – Forms and CGI

CGI (Common Gateway Interface): Lets you run programs on the Web – providing dynamic

content, collecting user input, and offering services Ruby, Python, PHP and Perl languages are supported http://cgi.stanford.edu/ Request CGI service: http://tools.stanford.edu/

Form Builder: Build, publish, and manage web forms on the Stanford

servers http://formbuilder.stanford.edu http://www.stanford.edu/services/webforms/

Computing Services


Web Services – Content Management Systems Web Services – Content Management Systems (CMS)(CMS)

Content Management Systems (CMS):• Drupal installation: http://tools.stanford.edu/• Stanford look and feel templates:

http://web.stanford.edu/design/templates/modern/• SharePoint: http://www.stanford.edu/services/sharepoint/

Other systems will work, but aren’t necessarily supported. Your mileage may vary!

Note: These products are evolving. Stay tuned for new developments!

page 39

Computing Services


Web Services – BlogsWeb Services – Blogs

Blogs:• MovableType installation: http://software.stanford.edu/• WordPress installation: http://tools.stanford.edu/• Drupal installation: http://tools.stanford.edu/• Stanford look and feel templates:



page 40

Computing Services


Web Services – WikisWeb Services – Wikis

Wikis:• MediaWiki installation: http://tools.stanford.edu/• Drupal installation: http://tools.stanford.edu/• Stanford look and feel templates:



page 41

Computing Services


Web Services – SharePointWeb Services – SharePoint

Fee-based service Offers tools for managing content on the Web Contains wikis, blogs, discussion forums, event

calendars, announcements, task lists, etc. built-in Workflow tools help manage and automate business

processes (approvals/publishing) http://www.stanford.edu/services/sharepoint/

page 42

Computing Services


page 43

Email at StanfordEmail at Stanford

Email at Stanford: http://email.stanford.edu/

Antivirus / SPAM (Sophos PureMessage): http://email.stanford.edu/antispam

Bulk email: Send email to large numbers of Stanford users for official, approved Stanford administrative purposes.

Mailing list services (Mailman): http://mailman.stanford.edu

Secure email: http://secureemail.stanford.edu/T

his service is for off-campus secure communication

(extra hurdles for data security)

Email Service Tools: http://tools.stanford.edu

Support for Microsoft Exchange servers

ITS is running a BES server for Blackberry devices

Computing Services


page 44

Stanford Collaboration Tools (Email/Calendar/IM)Stanford Collaboration Tools (Email/Calendar/IM)

Integrated Email and Calendaring (IEC) web site: http://iec.stanford.edu

Stanford Email and Calendar services web site: http://www.stanford.edu/services/emailcalendar/

IEC solution• Webmail: http://webmail.stanford.edu/• Webcal: http://webcal.stanford.edu/• Desktop tools (Outlook, iCal, Apple Mail, Thunderbird):

http://www.stanford.edu/services/emailcalendar/desktop

Stanford Instant Messaging• http://im.stanford.edu/• Centrally-funded instant messaging service provided free-of-charge to

the Stanford community, using kerberos, SSL, and the jabber (XMPP) protocols

• A safe and secure way to conduct confidential Stanford business online, real-time. (Messages are secure only when sent between Stanford accounts.)

Computing Services


page 45



page 46

Network: BackboneNetwork: Backbone

SUNet: Our 10Gbps Backbone Network• Campus networks divided into 10 Operational Zones (OZ)

• 4 OZs for the main campus networks (BOZ, ROZ, POZ, GOZ)• 2 OZs for the residential networks (COZ, SOZ)• 1 OZ for the School of Medicine (MOZ)• 1 OZ for the School of Engineering (YOZ)• 2 OZs for the machine room server networks (FOZ, WOZ)

• Off-Campus Connectivity• CalREN – California Research and Education Network

• Operated by CENIC (Corporation for Education Networks Initiatives in California)

• 10Gbps to CENIC Sunnyvale• 1Gbps to CENIC Oakland

• Internet2 connection via CENIC• CalREN-Digital California (DC) connection via CENIC• CalREN-High Performance Research (HPR) Network via CENIC• Internet connection via Cogent Communications (1Gbps)• Internet connection via CENIC ISP

Communication Services


page 47

Network: BackboneNetwork: Backbone

Our network database tool: NetDB• Stanford University-developed database application• Stores Network and Node configuration information• Assigns and manages IP addresses of machines• Information loaded into DNS (Domain Name Servers) and

DHCP (Dynamic Host Control Protocol).• http://netdb.stanford.edu

Stanford Network Self-Registration (SNSR)• Web-based method to self-check a computer and register it

in NetDB (using the SNSR template)• http://www.stanford.edu/services/selfreg/

Load Balancing• Managed server load balancing service for firewalled

systems in the FOZ, WOZ, and core operational Zones• http://www.stanford.edu/services/loadbalance/



page 48

Network: Net2SwitchNetwork: Net2Switch

Net2Switch• Centralized service model • Support for internal and external network infrastructure. • Local Network Administrator (LNA) maintains control of

patching active ports in the network closet



page 49

Network: FirewallsNetwork: Firewalls

Administrative Firewall• Firewall service for servers residing in IT Services

supported data centers• For University mission critical systems with restricted data• https://www.stanford.edu/services/firewall/

Departmental Firewall• Protects computers on a local network• Opt-in service• Utilizes virtual firewall technology to allow Local Network

Administrators to define their own firewall policies for their department

• Approximately 300 networks are behind the Departmental Firewall Service



page 50

Network: WirelessNetwork: Wireless

Lets you access the network without wires! (d’oh!)• Over 3,200 Wireless Access Points deployed• Over 10,000 devices associate on the WiFi daily• http://www.stanford.edu/services/wirelessnet/

• Wireless Guest• You can grant guests access to the wireless network for up to 2 weeks

at a time• https://www.stanford.edu/group/networking/cgi-bin/wirelessguest/accou

nts

• Wireless map & coverage• http://its.stanford.edu/cgi-bin/services/wirelessnet/wireless_map.pl

• Wireless security (or rather, the lack thereof…)• Stanford does not currently encrypt data on the wireless network.

Please keep this in mind when you transmit data.



page 51

Network: Remote AccessNetwork: Remote Access

VPN: http://vpn.stanford.edu/• Lets you connect to SUNet remotely from anywhere in the world• Administrative VPN – gain access to the systems and databases

DSL• Network connection to Stanford’s SUNet from home• DSL for Faculty/Staff

Cable Modem• Stanford West• Students

iPass• A remote connectivity service with access to wireless hotspots,

wired broadband, and dial-up. Only available for Stanford faculty and staff.

Work Anywhere: http://workanywhere.stanford.edu/• Tools and best practices for working from non-traditional locations• Click “Mobile Workers” or “Managers” for tips related to your role at

the University



page 52

Security OperationsSecurity Operations

IT Services’s Network Security Operations group• Blocks traffic at the perimeter and at firewalls• Employs preventive scanning, logging, notices and alerts• Works in concert with the Information Security Office

(separate entity)



page 53

Telephone OperationsTelephone Operations

Telephones and Voice Mail for Faculty/Staff Voice Over Internet Protocol (VOIP) Wireless VOIP Pocket Phones (Medical Center) Cellular Phones

• Cellular Phones for Personal Use• Cellular Phones for University Business

Hands-on Client Consulting for Large Order Requests• Automated Call Distribution (ACD)• ECP (Enhanced Call Processing)

Unified Messaging (see next slide)



page 54

Telephone Operations: Unified Telephone Operations: Unified Messaging/VoicemailMessaging/Voicemail

Replaces the legacy voicemail system

More storage: store up to 100 messages

No expiration: Messages can be stored forever instead of expiring in 24 days

Receive voicemail messages by phone, web portal, or in the email

Can receive faxes

Can have the system try multiple numbers before going to voicemail (“Find Me, Follow Me”)

Unified Messaging Web Sites

• More information on voicemail at Stanford:http://voicemail.stanford.edu

• More information on the voice messaging system:http://voicemessaging.stanford.edu

• Connect to the web portal for your voicemail:http://myvoicemail.stanford.edu



page 55



page 56

Enterprise Help ServicesEnterprise Help Services

Help Desk• Tier 1 – main, front-line help desk (answers 5-HELP and routes

HelpSU tickets using Remedy)• Tier 2 – responds to the more advanced help tickets• (Tier 3 - ITS internal support to Tier 2)

IT Operations Center (ITOC) • 24x7x365 monitoring and incident management coordination• IT Services systems and applications• Data Center Building Facilities• Repair line for phones, cable TV, campus card system, etc.

Stanford Answers• Knowledge Management portals for support groups and clients• http://answers.stanford.edu

Client Support


page 57

Computer Resource Consulting (CRC) Computer Resource Consulting (CRC)

Computer Resource Consulting (CRC) • Desktop and departmental server support • Macs and Windows systems • Contract, fee-based Service Level Agreement (SLA) basis

• http://www.stanford.edu/services/contract-support/• On-call Services for clients who need additional help with desktop

or servers for a fee• http://www.stanford.edu/services/oncall/

• CHAMP (Campus Hardware Maintenance Program)• Hardware maintenance contracts• http://www.stanford.edu/services/champ/

Desktop Systems Group• Desktop Tool Development and Support (both Mac and Windows

systems)• Research and testing future desktop technology• Install wrapper development for campus applications

Client Support


page 58

Order ManagementOrder Management

Pinnacle (ITS billing system and CommServices work order management)

OrderIT (for faculty, staff, and departments) MyITServices (for Students) ePay (for Students) On-site Cell and Card Services Support Service Desk

• Ordering• Provisioning

Client Support


page 59

Operator Services CenterOperator Services Center

24x7/365 call center for Stanford University, Stanford Hospital and Clinics, Stanford School of Medicine, and Lucille Salter Packard Children's Hospital

Handle dispatching for emergency Code calls Provide overhead paging services Provides communication services for defined procedures. Answer calls for assistance and referral relating to

• Residential and Dining Services• Campus Facility Operations• environmental health and safety• organ offerings and body donations• CATH team• Dialysis and Transplant Services

More information:http://www.stanford.edu/dept/its/organization/osc/

Client Support


Campus Card ServicesCampus Card Services

The Stanford ID Card: what can it do?• It’s an ID card! (surprise!)

• It’s an electronic key! (allows you to enter and access secured facilities)• Access Control Enterprise

System: http://www.stanford.edu/services/aces/• Lenel (door access system)• CSGold• access to facilities

• It’s a point-of-sale card! (allows you to make purchases with funds deposited in a Cardinal Dollars account – meals, printing, etc.)

• http://campuscard.stanford.edu/

• NOTE: Client Support is the business owner for the Campus Card and provides the ID Card Services; Application Support (Computing Services) owns the applications which proved the functionality (see slides 25-26)

page 60

Client Support


page 61

Software delivery/licensingSoftware delivery/licensing

ESS (Essential Stanford Software)• http://ess.stanford.edu/• Suite of applications, from anti-virus to file exchange, free for

faculty, staff, and students via the Web Stanford Desktop Tools

• Application that simplifies the process of keeping your Stanford site-licensed software up-to-date.

Pubsw• Over 500 free and site-licensed Unix software tools installed in

AFS Licensed software

• 100’s of products available at low cost to Stanford departments, faculty, staff and students

• http://softwarelicensing.stanford.edu Software available to IT Services staff (operating systems,

Microsoft Office, check with Software Licensing for current info)

http://software.stanford.edu• University's central gateway to information about software on

campus

Client Support


page 62

Software ServicesSoftware Services

Software Licensing group http://softwarelicensing.stanford.edu Support for ITS initiatives and projects needing licensed

software Support for finding software

Purchasing/Contracts Support for departmental purchases of software http://fingate.stanford.edu/staff/buypaying/ SmartMart (Catalog Ordering in iProcurement)

http://fingate.stanford.edu/staff/buypaying/smartmart.html

Stanford Bookstore Personal purchase of Microsoft and Adobe (and other)

software at low prices. http://bookstorecomputers.stanford.edu

Client Support


page 63

Web Standards and TechnologiesWeb Standards and Technologies

Web resources and standards• http://web.stanford.edu/design/

• Templates for Web Sites, Blogs, Wikis, Drupal• Style Guides for HTML and CSS• Links to graphics and artwork (logos)• Links to video and multimedia tools

Documentation, Design, and Development group• Offers support for client-facing websites• Offers basic, internal (IT Services) web site design

assistance • Offers basic, internal (IT Services) web programming and

development assistance (in conjunction with Computing Services)

• http://its.stanford.edu/organization/documentation/

Client Support


page 64

Technology Training ServicesTechnology Training Services

Training courses (from in-house and contract instructors) End-user courses (Excel, Dreamweaver, Web Design,

PowerPoint, email, calendar, etc.) IT Professional Development courses (Drupal, PHP, Perl,

MySQL, etc.) Training by Appointment (1-on-1 Training Sessions) Classes on Request for groups/departments Tech Briefings

• Weekly drop-in sessions with information for power-users and Stanford's technology support community

• Fridays, 2-3:30pm, Turing Auditorium Lab and Training Facilities Rental http://techtraining.stanford.edu

Client Support


page 65

Campus ReadinessCampus Readiness

http://its.stanford.edu/organization/documentation/indepth_functionscr.html

Part of Technology Training ServicesProvides time-sensitive training and demonstration support to a wide variety of upcoming software, services, and upgrades being rolled out to campus (e.g., IEC)

Client Support


page 66



page 67

Business ServicesBusiness Services

Service Management (and Business Partners)https://www.stanford.edu/dept/its/group/allstaff/management/account/

• Focal point for IT Services’ management of our services• client contact, advocacy and partnership

• Produce business plans and service level agreements (SLAs)• support for ITS planning, deployment, and operations

• Work with PMs, technical owners, documentation/design folks, and business analysts

• handles ITS sun-setting planning

• Service Managers• Computing Services• Communication Services

Business Services


page 68


IT Services staff can enter client requests for new services. If one of your clients asks for a service that doesn’t exist yet, be sure to add it to the list!

Client Requests for New Services:• Form to request a service:

https://its.stanford.edu/group/allstaff/new_service_requests.fb

• List of current requests for services:http://docushare.stanford.edu/dsweb/Get/Document-73496/Service-Requests.xls

• You can also get to the form and the list of current requests by going to the Internal IT Services site (from http://its.stanford.edu, click Internal)

Business Services


page 69


Project and Process Management• Project Management (Unanet)• Quality Assurance (QA)

• Silk Performer• JIRA

• Metrics• Project and Process Management

• Planning Project for 3-Year Process Project (informed by ITIL framework)

Finance and Business Analysts• Reporting (Pinnacle, OrderIT, MyITServices) – see also Client

Support• Expense Control and Billing Services• Financial Modeling for Services• Financial Partners

Administrative ServicesThe most important people you should know in ITS!

Business Services


page 70

Q & AQ & A

Any questions?

A parting note from ISO:Be aware of Admin Guide 67 on Security Incidents

AND“Don’t touch the crime scene!

(at most, just unplug the network)”

Documents

The Technical Services Stuff in IT Services