RESTRUCTURING COMPUTING ACROSS PENN
Link Help Desks Across Campus Pilot Project
FACTS ABOUT THE PILOT
Thumbnail description of pilot
Link help desks across campus by sharing software that tracks
problem and solutions. Set common standards and practices for using
the software. SAS and ISC will initially deploy the software; SEAS,
the Library, MED, and VPUL will help shape the implementation.
Scope of the pilot
- This pilot project is a joint effort of ISC and SAS and will be
limited to implementation in the ISC First Call and SAS Customer
Services and Planning groups.
- Pilot implementation is limited to currently supported
customers, products, and processes.
- Other campus organizations (including the Library, Medical
School, SEAS, and VPUL) will be consulted for developing standards
and requirements and for reviewing implementation plans and
- The pilot will implement selected Apriori features and identify
requirements for future implementation and enhancements.
Outcomes or "deliverables"
- Formal project plan for initial implementation and for future
implementation and enhancements. This will include a timetable,
milestones, and budget requirements.
- Identification of common support processes for problem
resolution and management.
- Specification of Apriori implementation requirements including
- Initial implementation of Apriori environment for use by ISC
First Call and SAS Customer Services and Planning.
- Assessment of pilot implementation results.
- Plan for further deployment of problem resolution environment
to other support sites.
- Determination of operating costs and plan for cost recovery in
Note: the clients for these deliverables include ISC and SAS
Who has the main responsibility for the pilot?
Project management: ISC First Call and SAS Customer Services and
Project implementation: ISC and SAS staff
Consultation on requirements specification and implementation
design: other campus support organizations (including the Library,
Medical School, SEAS, and VPUL)
Who else will need to be involved and how?
Apriori server systems administration and operation support:
Assistance on documentation standards and development, including
Web documents: ISC Communications Group
Negotiation and acceptance of internal routing procedures
(documents of understanding): ISC (all units), SAS Computing, and
other groups as necessary
What will you need to do in order to get started?
- Commitment of staff resources by ISC and SAS.
- Commitment of participation from other support
- Administrative help for the implementation team.
- Apriori software and base licenses.
- Appropriate hardware and software platform.
- Budget approval for pilot implementation.
- Tools and resources to develop project plan.
Major tasks (very high level) and estimated timeline.
Stated dates are approximate. Remaining dates will be specified
further in the formal project plan.
- Purchase of Apriori (Completed)
- Team formation and charge (Completed)
- Princeton site visit (Completed)
- Apriori administrator training (Completed)
- Information gathering from ISC/SAS(Completed) and selected
- Detailed configuration design (Begun March 1)
- Install Apriori in base ('empty') configuration (Completed
- Initial Apriori configuration based on planning results (Begun
- Testing of Apriori configuration
- Demo initial configuration
- Support providers training
- Apriori go live with initial configuration
- Evaluation of pilot implementation
Prospective team members. Staffing assumptions and
Emily Corse - Manager, Desktop Computer Services SAS
Michael Dettinger - Help Desk Analyst, First Call ISC
Michael Kearney - Director, First Call ISC
Katie McGee - Senior Director, Customer Services and Planning
Kristin Nelson - Senior Consultant / Distributed Staff (College
Hall) CRC ISC
Tony Olejnik - Senior Networking Consultant, DCCS ISC
Lila Shapiro - Technical Resources, UMIS ISC
Expert advisors in the following areas:
'People' data issues, extract, and maintenance (ISC)
Unix system operations (hardware maintenance, environmentals,
backup) (ISC UMIS)
Other expertise may be needed as the project progresses.
Anticipated approach to funding the pilot
For the current project scope, staff costs for the permanent
team members are being borne by their respective units in ISC and
SAS. Staff costs for team expert advisors need to be discussed.
Costs of administrator training for the initial implementation will
be borne by SAS and ISC. The primary cost element here is travel
and lodging for the implementation classes.
At the March 20th steering committee meeting, real concerns were
raised about the resources which are available to the team, even
with the project's present scope. We believe that getting the
resource allocation issues stated and resolved are very important
to the success of the project.