GENERAL SSTA - Annual Report 2004-2005
Workstation Technology
Highlights
The semi-annual customer satisfaction survey showed continued improvement ending with an A+ rating achieved as of February 2005 based upon feedback from 16 of the 19 supported areas.
We converted our user desktop environment to an XP-based desktop using a Microsoft server environment. Planning and development lasted from July through May. Conversions occurred during May and June of 2005. This included a significant staff training effort.
SSC Desktop Support was re-branded as SSC Workstation Technology. Reasons included a vision on shifting our focus from "support" to aiding in the "application" of technology as well labor law changes causing an HR focus on job descriptions.
The working relationship with ITaP Infrastructure improved during the year with invited participation in ITI Weekly Change Management and participation on several ITaP Project Steering Committees:
- ITaP CSC Outsourcing
- ITaP CSC Remedy Upgrade
- ITaP ITI Change Management Process Redesign
New Service Level Offerings were documented and offered to the supported areas, including:
- Equipment Moves
- ROTC Government Provided Machines
- Loaner Desktops
New and revised SSC Policies were documented and approved by the Steering Committee and/or DCAC, including:
User Impact Projects
User Applications
- Provided 17 upgrades during the summer update.
- Provided 0 application upgrades during the winter update due to incorporating into new desktop environment project.
- Provided 12 additional upgrades during the year due to business needs.
- Added 25 new applications to our user portfolio.
- Re-packaged 126 Applications for new electronic installation system.
User Data
- A newly created Space Management Policy was implemented and successfully run in Feb. 2005. 16GB of space on the shared drive was recovered. An analysis of projected space requirements was performed and a Request for Service was made to ITaP Infrastructure to acquire need drive space for 2005-2006.
- With SSC Steering Committee approval, a Music and Video File Storage Policy was implemented to gain control of space usage on network drives and to address US Copyright issues. A migration plan is being finalized for execution at the beginning of 2005-2006.
- A newly created Shared Folder Permissions Review Policy was implemented in response to a HIPAA audit requirement. The annual reviews will take place in October.
- A newly created Desktop Media Cleansing and Disposal Procedure was implemented in response to a HIPAA audit requirement.
User Interface
- User desktops were converted to be XP-based with appropriate application upgrades.
- The MS-Office Suite was upgraded to the 2003 version to maintain compatible levels with other University departments.
- New Printer Repair Policy and Procedures were created, documented and implemented after an expense study showed that repairs should remain on a time and material basis instead of converting to a contract basis. This endeavor included a change of Printer Service Provider.
User Portability
- The Blackberry wireless PDA service was switched from Verizon to Cingular due to poor signal from Verizon and cancelled tower plans. Cingular's voice plans are also better due to Rollover minutes and better nationwide service with fewer fees.
- The number of Blackberry units installed increased from 11 to 30.
- Tablet PCs will be piloted as an alternative portable device in early 2005-2006 with the initial intent to be part of the SSC Checkout program. This technology has matured enough to be considered part of the mainstream which allows both pricing and support advantages.
User Training
- Held User Orientation sessions as we converted departments to new XP desktops.
- Coordinated Outlook 2003 Training with ITaP Customer Education.
User Communication
- User satisfaction surveys based upon our servicing recent requests were initiated in May. Results for April requests were compiled and show User Satisfaction at an overall rate of 4.71 out of a possible 5.00 points.
- A User Productivity Impact survey was implemented as Departments were converted to the new desktop environment. Results from the first three departments show few productivity impacts and high satisfaction levels
- The LAN Expectations document and Acknowledgement Form were refreshed for the new desktop environment and links added as appropriate to University Policy.
User Transparent Projects
Server Environment
- User accounts and groups were migrated to the new OnePurdue Active Directory server environment. This environment enables auto-creation of new user accounts and an easier integration of student worker accounts.
Desktop Environment
- Outside Attack Exposure Reduction - The efforts made during 03-04 proved successful as SSC Supported desktops had only one security breach and it was isolated to a single user desktop before it could spread.
- The XP firewall was implemented on each desktop to provide a more secure environment for our supported users.
- The XP desktop has more restricted user rights to provide a more secure environment. This should decrease the amount of support calls.
Print Environment
- Supported network printers were migrated from the HP Print Appliance to the OnePurdue AD Server environment. This allows greater flexibility for automatically assigning printers to users and will allow print job queue management to return to the Departmental Coordinators during 2005-2006.
Support Metrics
As of April, our volumes were:
- 8 full-time equivalent staff technicians
- 0 student worker
- 925 Users
- 680 Desktops
- 80 Laptops
- 100 Handhelds
- 180 Network printers
- 170 Local printers
- 135 Application Packages deployed via the network
- 40 Application Packages deployed manually
- 7,187 support calls taken by the help desk (projected based upon Jan-Apr calls)
- 4,531 user support tasks as measured by the Remedy help desk system
- 7,280 project hours spent by staff (~25%)
From May through April, we averaged:
- 103 client images per staff member (+2)
- 151 pieces of equipment per staff member (+6)
- 85 desktops per staff member (+1)
- 599 calls per month (-89 due to a 4-yr matured system)
- 74 calls/staff member each month
- 566 annual support tasks per staff member (+97 due to required tracking)
- 7.8 annual support calls per supported user (new stat)
- 960 annual project hours per staff member
From July through June, we ordered and installed:
- 100 Desktops
- 30 Laptops
- 35 Network Printers
- 15 Local Printers
- 0 Handhelds
- 20 Blackberry Cellular PDAs
- 1 Projectors
As of April, our Standard Desktop was:
- Dell OptiPlex GX280
- Pentium 4 Processor running @ 3.2 Ghz
- 512Mb Memory
- DVD-CDRW Drive
- 17" Flat Panel Display
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