The Center for Instructional and Research Computing Activities (CIRCA) at the University of Florida has a training program with the following design: philosophical approach, goals, training methodology, and evaluations. The philosophy is to train Technology Consultants (TCs) to maintain CIRCA as an institution and to empower them to offer the best service to students, faculties, and staff. The goals have been to improve the old training program, to evaluate the program to measure its effectiveness, and to encourage TCs to work professionally in four labs to maintain CIRCA as an institution. The program has eleven training sessions arranged in two phases, and it is offered every semester. Phase I covers policies and procedures and how to work with the hardware. Phase II deals with the most common software that users use in the labs. Lectures are offered with one of the following participatory methods: group discussion, role-play, and brainstorm. Evaluation is carried out by testing knowledge, skill, performance in the labs, and trainees. degree of satisfaction toward each session of the program. All questions received in our labs are recorded per week. Trainees must have 100% attendance, pass the knowledge and the skill tests, obtain at least a moderate score in the performance test, and submit all questions received per week to satisfactorily complete the program. The evaluations and the questions received in the labs help to modify the main topics covered in each phase, to change lesson plans, and to adjust participatory methods. We have successfully implemented this program since Fall 2000.
{"title":"Measuring the effectiveness of circa operations training program","authors":"J. Silva-Lugo","doi":"10.1145/1294046.1294119","DOIUrl":"https://doi.org/10.1145/1294046.1294119","url":null,"abstract":"The Center for Instructional and Research Computing Activities (CIRCA) at the University of Florida has a training program with the following design: philosophical approach, goals, training methodology, and evaluations. The philosophy is to train Technology Consultants (TCs) to maintain CIRCA as an institution and to empower them to offer the best service to students, faculties, and staff. The goals have been to improve the old training program, to evaluate the program to measure its effectiveness, and to encourage TCs to work professionally in four labs to maintain CIRCA as an institution. The program has eleven training sessions arranged in two phases, and it is offered every semester. Phase I covers policies and procedures and how to work with the hardware. Phase II deals with the most common software that users use in the labs. Lectures are offered with one of the following participatory methods: group discussion, role-play, and brainstorm. Evaluation is carried out by testing knowledge, skill, performance in the labs, and trainees. degree of satisfaction toward each session of the program. All questions received in our labs are recorded per week. Trainees must have 100% attendance, pass the knowledge and the skill tests, obtain at least a moderate score in the performance test, and submit all questions received per week to satisfactorily complete the program. The evaluations and the questions received in the labs help to modify the main topics covered in each phase, to change lesson plans, and to adjust participatory methods. We have successfully implemented this program since Fall 2000.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"56 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130175190","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The Information Technology department at Southeast Missouri State University provides service and support to the main campus and three satellite campuses consisting of approximately 1,400 employees and 10,500 students. After years of using a homegrown mainframe technology work order system, a personal computer based commercial technology work order software was purchased and used to establish work orders for faculty, staff, and students. Advantages for changing software were perceived to be improved knowledge-base, management reporting functionality, and updating to a PC based program. Shortly after installation, the software performance was found to be disappointing and the knowledge-base improvement was miniscule. Unfortunately, the finance manager of the I.T. department was not interested in purchasing a different work order system. When the opportunity arose to alleviate some of the associated problems or issues with the current purchased work order system and at no cost, the Director of User Services was easily convinced to give a new PC based homegrown system a chance. The newly developed WebTrak was considered a success by the Help Desk staff and the supervisor is busily making plans to add further functionality.
{"title":"Web-based work order system for tracking, reporting, and solving it issues","authors":"D. Hopkins, T. Westbrook, M. Henckell","doi":"10.1145/1294046.1294088","DOIUrl":"https://doi.org/10.1145/1294046.1294088","url":null,"abstract":"The Information Technology department at Southeast Missouri State University provides service and support to the main campus and three satellite campuses consisting of approximately 1,400 employees and 10,500 students. After years of using a homegrown mainframe technology work order system, a personal computer based commercial technology work order software was purchased and used to establish work orders for faculty, staff, and students. Advantages for changing software were perceived to be improved knowledge-base, management reporting functionality, and updating to a PC based program. Shortly after installation, the software performance was found to be disappointing and the knowledge-base improvement was miniscule. Unfortunately, the finance manager of the I.T. department was not interested in purchasing a different work order system. When the opportunity arose to alleviate some of the associated problems or issues with the current purchased work order system and at no cost, the Director of User Services was easily convinced to give a new PC based homegrown system a chance. The newly developed WebTrak was considered a success by the Help Desk staff and the supervisor is busily making plans to add further functionality.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123812815","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Can students and student teams enhance, expand, and complement your IT organization? Learn how Illinois Wesleyan developed students from mere "financially attractive options for staffing" into "essential components for IT support." We'll discuss addressing initial challenges and considerations, creating student teams solutions, and developing student resources, as well as what did and did not work for us. Watch the magical outcomes when you "Trust the Wisdom In Student Teams"! Use these essential components of student teams and enhance the resources within your institution.
{"title":"T.W.I.S.T.: trust the wisdom in student teams","authors":"Lisa Caughron","doi":"10.1145/1294046.1294053","DOIUrl":"https://doi.org/10.1145/1294046.1294053","url":null,"abstract":"Can students and student teams enhance, expand, and complement your IT organization? Learn how Illinois Wesleyan developed students from mere \"financially attractive options for staffing\" into \"essential components for IT support.\" We'll discuss addressing initial challenges and considerations, creating student teams solutions, and developing student resources, as well as what did and did not work for us. Watch the magical outcomes when you \"Trust the Wisdom In Student Teams\"! Use these essential components of student teams and enhance the resources within your institution.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"152 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121372302","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Recently we have found a high possibility to encounter file interpolation and Web defacements by vicious crackers and software. It is not easy for us to find such interpolated files because of the numbers and volumes of files are great in computer systems. We need a good tool such as "Tripwire" for that purpose. However, such a system is only for system administrators and not for users. It is also difficult for administrators to set up the configuration file to do the suitable file check. We implemented the file interpolation detection system for both administrators and users. The system detects insertion, deletion, and modification (interpolation) of files. Both administrators and users can check the files concerned to themselves and get the result. Users can update the file specification information in the database by command, then it makes the system possible to avoid finding of the error interpolation. The system can be periodically executed by CRON or on demand by users, and then compares the value of MD5 for each file to detect file interpolation. The system has the command line interface and Web interface. The system first creates the database that contains full path file name, last update time, and values of MD5 according to the information set-upped by users that specifies the location to check for each user. It judges the insertion and deletion of files by the existence and no existence of records in the database. It also judges the file interpolation by the comparison with the value of MD5 for every file. It reports the result by e-mail, in command line interface, or in Web interface.
{"title":"Implementation of file interpolation detection system","authors":"Naomi Fujimura, Jin Mei","doi":"10.1145/1294046.1294073","DOIUrl":"https://doi.org/10.1145/1294046.1294073","url":null,"abstract":"Recently we have found a high possibility to encounter file interpolation and Web defacements by vicious crackers and software. It is not easy for us to find such interpolated files because of the numbers and volumes of files are great in computer systems. We need a good tool such as \"Tripwire\" for that purpose. However, such a system is only for system administrators and not for users. It is also difficult for administrators to set up the configuration file to do the suitable file check. We implemented the file interpolation detection system for both administrators and users. The system detects insertion, deletion, and modification (interpolation) of files. Both administrators and users can check the files concerned to themselves and get the result. Users can update the file specification information in the database by command, then it makes the system possible to avoid finding of the error interpolation. The system can be periodically executed by CRON or on demand by users, and then compares the value of MD5 for each file to detect file interpolation. The system has the command line interface and Web interface. The system first creates the database that contains full path file name, last update time, and values of MD5 according to the information set-upped by users that specifies the location to check for each user. It judges the insertion and deletion of files by the existence and no existence of records in the database. It also judges the file interpolation by the comparison with the value of MD5 for every file. It reports the result by e-mail, in command line interface, or in Web interface.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116893132","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The task of imaging lab computers can be a complicated and manual process. University of Calgary Information Technologies Lab Services (IT Lab Services) has endeavored to streamline this process by developing an in-house system. This system addresses the issues of collecting inventory information, loading an image on to a PC, and configuring the PC after imaging. A custom version of the Windows Preinstallation Environment by Bart Lagerweij (BartPE) is used to bootstrap the system. BartPE can be loaded from a CD or DVD on older systems and from select USB keys on newer generations. Within the bootstrap, custom scripts are executed to record inventory information, network speed, as well as starting the Ghost process. Upon image deployment completion, the automated configuration process begins at the first reboot. A custom script which we term Declone names the PC from our inventory information and joins the domain. Other scripts configure the task scheduler and other post-imaging tasks. The post-imaging process is mostly standalone, only requiring network access to join the domain. It has also been modified for the use of pGina by XPA Systems, our LDAP based authentication system. Another set of scripts are executed to verify proper naming of the newly imaged PC. The naming component is extremely important as many services depend on having the correct computer name. This in-house imaging system has greatly improved the efficiency of our imaging process and has stood the test of time. We currently use it with Windows 2000 and XP Professional.
{"title":"Image baby image!: making pc cloning more efficient","authors":"Carol Sin, D. Wong","doi":"10.1145/1294046.1294120","DOIUrl":"https://doi.org/10.1145/1294046.1294120","url":null,"abstract":"The task of imaging lab computers can be a complicated and manual process. University of Calgary Information Technologies Lab Services (IT Lab Services) has endeavored to streamline this process by developing an in-house system. This system addresses the issues of collecting inventory information, loading an image on to a PC, and configuring the PC after imaging. A custom version of the Windows Preinstallation Environment by Bart Lagerweij (BartPE) is used to bootstrap the system. BartPE can be loaded from a CD or DVD on older systems and from select USB keys on newer generations. Within the bootstrap, custom scripts are executed to record inventory information, network speed, as well as starting the Ghost process. Upon image deployment completion, the automated configuration process begins at the first reboot. A custom script which we term Declone names the PC from our inventory information and joins the domain. Other scripts configure the task scheduler and other post-imaging tasks. The post-imaging process is mostly standalone, only requiring network access to join the domain. It has also been modified for the use of pGina by XPA Systems, our LDAP based authentication system. Another set of scripts are executed to verify proper naming of the newly imaged PC. The naming component is extremely important as many services depend on having the correct computer name. This in-house imaging system has greatly improved the efficiency of our imaging process and has stood the test of time. We currently use it with Windows 2000 and XP Professional.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"164 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127905425","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
S. Sorce, A. Augello, A. Santangelo, G. Pilato, A. Gentile, A. Genco, S. Gaglio
The use of Personal Digital Assistants (PDAs) with ad-hoc built-in information retrieval and auto-localization functionalities can help people navigating an environment in a more natural manner compared to traditional audio/visual pre-recorded guides. In this work we propose and discuss a user-friendly, multi-modal guide system for pervasive context-aware service provision within augmented environments. The proposed system is adaptable to the user needs of mobility within a given environment; it is usable on different mobile devices and in particular on PDAs, which are used as advanced adaptive HEI (human-environment interaction) interfaces. An information retrieval service is provided that is easily accessible through spoken language interaction in cooperation with an auto-localization service. The interaction is enabled by speech recognition and synthesis technologies, and by a ChatBot system, endowed with common sense reasoning capabilities to properly interpret user speech and provide him with the requested information. This interaction mode turns to be more natural, and users are required to have only basic skills on the use of PDAs. The auto-localization service relies on a RFID-based framework, which resides partly in the mobile side of the entire system (PDAs), and partly in the environment side. In particular, RFID technology allows the system to provide users with context-related information. An implemented case study is showed that illustrates service provision in an augmented environment within university campus settings (termed "Augmented Campus"). Lastly, a discussion about user experiences while using trial services within the Augmented Campus is given.
{"title":"A multimodal guide for the augmented campus","authors":"S. Sorce, A. Augello, A. Santangelo, G. Pilato, A. Gentile, A. Genco, S. Gaglio","doi":"10.1145/1294046.1294123","DOIUrl":"https://doi.org/10.1145/1294046.1294123","url":null,"abstract":"The use of Personal Digital Assistants (PDAs) with ad-hoc built-in information retrieval and auto-localization functionalities can help people navigating an environment in a more natural manner compared to traditional audio/visual pre-recorded guides. In this work we propose and discuss a user-friendly, multi-modal guide system for pervasive context-aware service provision within augmented environments. The proposed system is adaptable to the user needs of mobility within a given environment; it is usable on different mobile devices and in particular on PDAs, which are used as advanced adaptive HEI (human-environment interaction) interfaces. An information retrieval service is provided that is easily accessible through spoken language interaction in cooperation with an auto-localization service. The interaction is enabled by speech recognition and synthesis technologies, and by a ChatBot system, endowed with common sense reasoning capabilities to properly interpret user speech and provide him with the requested information. This interaction mode turns to be more natural, and users are required to have only basic skills on the use of PDAs. The auto-localization service relies on a RFID-based framework, which resides partly in the mobile side of the entire system (PDAs), and partly in the environment side. In particular, RFID technology allows the system to provide users with context-related information. An implemented case study is showed that illustrates service provision in an augmented environment within university campus settings (termed \"Augmented Campus\"). Lastly, a discussion about user experiences while using trial services within the Augmented Campus is given.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125437050","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Multimedia applications are characterized by their demand for high performance storage and computationally intensive functions. Ringling College of Art and Design is at the forefront of addressing challenges inherent to multimedia applications. In spite of using state of the art storage systems, we realize the need to raise our storage systems to a new level. This new level is based on the facts that the more data is managed centrally, the more economically and highly leveraged it becomes. Moreover, storage consolidation drives other consolidation such as servers and backup systems. To raise our storage to the next level, we have developed and deployed an innovative three tiered storage framework and an enterprise backup system. Our framework takes advantage of our observation that active user data clusters are considerably smaller than the total user data clusters. Our three tiered storage system consists of the highest performance storage; good performance storage; and the highest capacity, lowest cost per unit storage seamlessly integrated to function as one system. From the user's perspective, this system appears to use traditional file system structure and operations. In this report, we will present our framework, implementation details, issues and challenges, lessons learned, and the results we achieved.
{"title":"A new thought paradigm: delivering cost effective and ubiquitously accessible storage with enterprise backup system via a multi-tiered storage framework","authors":"P. Gupta, Mahmoud Pegah","doi":"10.1145/1294046.1294081","DOIUrl":"https://doi.org/10.1145/1294046.1294081","url":null,"abstract":"Multimedia applications are characterized by their demand for high performance storage and computationally intensive functions. Ringling College of Art and Design is at the forefront of addressing challenges inherent to multimedia applications. In spite of using state of the art storage systems, we realize the need to raise our storage systems to a new level. This new level is based on the facts that the more data is managed centrally, the more economically and highly leveraged it becomes. Moreover, storage consolidation drives other consolidation such as servers and backup systems. To raise our storage to the next level, we have developed and deployed an innovative three tiered storage framework and an enterprise backup system. Our framework takes advantage of our observation that active user data clusters are considerably smaller than the total user data clusters. Our three tiered storage system consists of the highest performance storage; good performance storage; and the highest capacity, lowest cost per unit storage seamlessly integrated to function as one system. From the user's perspective, this system appears to use traditional file system structure and operations. In this report, we will present our framework, implementation details, issues and challenges, lessons learned, and the results we achieved.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125724449","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Today, there is much concern about the effect of our computers on the environment. In addition, the issue of power and cooling is a mounting anxiety. These concerns would not seem so important if there were only a few computers in our campuses, but today there are millions of computers in use at the data centers, offices, and computer laboratories across campuses. To put this in perspective: a typical desktop computer can consume 200-300W of power. This results in emission of about 220Kg of CO2/annum. By using more efficient systems, the level of CO2 produced by a typical desktop computer could be reduced by 75%. Moreover, a computer laboratory with 50 computers can generate about 10KW of heat requiring extra cooling. Rapid growth in energy costs and increasing dependency on sustainable computing increasingly require 3R (Reduce, Reuse, Recycle) endeavors in our information technology operations and management of our information technology resources. From the viewpoints of environmental preservation and resource utilization, managing e-waste and eco-computing is becoming an important target for higher education institutions worldwide. Furthermore, tackling eco-friendly solutions on campus environments takes a group effort and starts at the Information Technology division. In this report we review major eco-responsible initiatives and detail moves towards more efficient and sustainable technologies. In addition, we look at ways to assess the environmental impact of our data centers and eco-friendly solutions.
{"title":"Dealing with the veiled devil: eco-responsible computing strategy","authors":"David Przybyla, Mahmoud Pegah","doi":"10.1145/1294046.1294116","DOIUrl":"https://doi.org/10.1145/1294046.1294116","url":null,"abstract":"Today, there is much concern about the effect of our computers on the environment. In addition, the issue of power and cooling is a mounting anxiety. These concerns would not seem so important if there were only a few computers in our campuses, but today there are millions of computers in use at the data centers, offices, and computer laboratories across campuses. To put this in perspective: a typical desktop computer can consume 200-300W of power. This results in emission of about 220Kg of CO2/annum. By using more efficient systems, the level of CO2 produced by a typical desktop computer could be reduced by 75%. Moreover, a computer laboratory with 50 computers can generate about 10KW of heat requiring extra cooling. Rapid growth in energy costs and increasing dependency on sustainable computing increasingly require 3R (Reduce, Reuse, Recycle) endeavors in our information technology operations and management of our information technology resources. From the viewpoints of environmental preservation and resource utilization, managing e-waste and eco-computing is becoming an important target for higher education institutions worldwide. Furthermore, tackling eco-friendly solutions on campus environments takes a group effort and starts at the Information Technology division. In this report we review major eco-responsible initiatives and detail moves towards more efficient and sustainable technologies. In addition, we look at ways to assess the environmental impact of our data centers and eco-friendly solutions.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133476590","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Loras College is a ThinkPad University and our IT Department was faced with several issues from a support standpoint that needed addressing. We were looking for an efficient way to image large quantities of laptops for distribution to our Faculty, Staff and Students as well as manage the hardware and software in our mobile user environment. Our networking staff needed a way to enforce compliance of specific patch/security levels and remediate any vulnerabilities on systems before allowing them access to our network. Our Help Desk needed a way to remote control our users both on and off campus to alleviate the need to send a technician on-sight to work on their machines. The answer to all our problems was an application suite called LANDesk®. LANDesk® provides many useful tools and services which include: Image capture and Deployment, Remote Control, Trusted Access, Security and Patch Management, and a Software Distribution Portal. This paper takes a closer look at each of these applications in more detail and explains how they have helped us reach many of our support services goals.
{"title":"Is your support services train derailing?: how one integrated software package got us back on track","authors":"Kevin Kraus","doi":"10.1145/1294046.1294093","DOIUrl":"https://doi.org/10.1145/1294046.1294093","url":null,"abstract":"Loras College is a ThinkPad University and our IT Department was faced with several issues from a support standpoint that needed addressing. We were looking for an efficient way to image large quantities of laptops for distribution to our Faculty, Staff and Students as well as manage the hardware and software in our mobile user environment. Our networking staff needed a way to enforce compliance of specific patch/security levels and remediate any vulnerabilities on systems before allowing them access to our network. Our Help Desk needed a way to remote control our users both on and off campus to alleviate the need to send a technician on-sight to work on their machines. The answer to all our problems was an application suite called LANDesk®. LANDesk® provides many useful tools and services which include: Image capture and Deployment, Remote Control, Trusted Access, Security and Patch Management, and a Software Distribution Portal. This paper takes a closer look at each of these applications in more detail and explains how they have helped us reach many of our support services goals.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"59 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123105236","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
A small group in the Amherst College IT Department was given responsibility for researching new ticket tracking software during the spring and summer of 2006. The help desk staff had been using purchased software for several years and had learned to live with the quirkiness of some of the modules, the costly maintenance fees, and more importantly, the resistance from other groups within IT about using it. Open source became our mantra for the cost-saving benefits, but we had to embrace the same programming conventions (Java, PHP, and Perl) and database infrastructure (SQL) we used for other systems. The wish list included finding a solution that would allow future API integration with a knowledge base and self-service module. We also knew it had to have a web-base interface, a relatively sophisticated search function, automated email notification system, and provide a queue-oriented navigation schema. Lastly, the software implementation had to coincide with the rollout of a new Content Management System scheduled for mid-January of 2007. This gave our team less than six months to research and recommend software options for testing, make a decision based on the criteria from our 'feature wish list', and have the software available for use by January. This presentation will provide insights into the realm of support for open source, the surprising collaboration between internal and external constituencies during the research and implementation process, and how this experience has affected our support initiatives.
{"title":"Open source: a practical solution","authors":"Jayne Lovett","doi":"10.1145/1294046.1294099","DOIUrl":"https://doi.org/10.1145/1294046.1294099","url":null,"abstract":"A small group in the Amherst College IT Department was given responsibility for researching new ticket tracking software during the spring and summer of 2006. The help desk staff had been using purchased software for several years and had learned to live with the quirkiness of some of the modules, the costly maintenance fees, and more importantly, the resistance from other groups within IT about using it. Open source became our mantra for the cost-saving benefits, but we had to embrace the same programming conventions (Java, PHP, and Perl) and database infrastructure (SQL) we used for other systems. The wish list included finding a solution that would allow future API integration with a knowledge base and self-service module. We also knew it had to have a web-base interface, a relatively sophisticated search function, automated email notification system, and provide a queue-oriented navigation schema. Lastly, the software implementation had to coincide with the rollout of a new Content Management System scheduled for mid-January of 2007. This gave our team less than six months to research and recommend software options for testing, make a decision based on the criteria from our 'feature wish list', and have the software available for use by January. This presentation will provide insights into the realm of support for open source, the surprising collaboration between internal and external constituencies during the research and implementation process, and how this experience has affected our support initiatives.","PeriodicalId":277737,"journal":{"name":"Proceedings of the 35th annual ACM SIGUCCS fall conference","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-10-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132763850","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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