Plans for Technical Services >> Technical Services

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Technical Services
Jeremy Sims

Version: 14
Group: 2010 - 2011
Type: District Program Review
Last Modified On: 7/18/2011 7:41:05 AM
Last Modified By: Jeremy Sims
State: Submitted (Finalized)
State By: Jeremy Sims

Instructions

1. Mission

  1. Assume the reader knows nothing about your unit. Please describe concisely its mission.

Enhance the educational experience by providing and supporting technology.

2. Description

  1. Please describe concisely the following characteristics of your unit. Feel free to use both narrative and quantitative information.
    1. Purpose
    2. Functions or services
    3. Clientele(s)
    4. Value of your services to the clientele(s), the Colleges, and the District
    5. Organizational structure and number of personnel by function
    6. Annual budget by object code for the last three years
    7. Hours of operation, location, and other pertinent service characteristics
    8. Significant changes, if any, since the last program review

DCS Technical Services (DCSTS):
The DCS Technical Services team plans, organizes, manages and controls the activities involved in the design, development and installation of data and information processing systems, including Wide Area Networking, and telecommunications. DCSTS also manages the deployment, maintenance, support and upgrade of servers, desktop PCs (district offices only), network hardware, software, operating systems and printers. DCSTS is responsible for developing and implementing server/network systems and data security systems that will provide stability, detection, prevention, containment and deterrence mechanisms to protect and maintain the integrity of data files throughout the district. DCSTS implements solutions to ensure optimum cost-effective utilization of computing and network technology to satisfy the District’s needs and objectives.

DCSTS staff of 3 Senior Technology Support Specialists, 1 Database Administrator and 2 Telecommunication Specialists support all district and campus faculty and staff through data technology design, development, installation, support and maintenance. This support team is based out of the District Annex while also working on site at each of the 3 other locations. This support is ongoing with many of its functions happening 24 hours a day seven days a week
 

3. Outcomes and Other Measures of Effectiveness

  1. Identify at least one essential measure of effectiveness for each major operation of the unit. (See Effectiveness Measurement Guidelines and Examples.)
  2. Include at least one baseline measure or measure of progress on a well-defined outcome.
  3. Include at least one measure showing effectiveness in responding to the Colleges’ needs.
  4. For each measure, identify the assessment method you used.
  5. Please summarize the results of the measures you have applied. If results showing trends over time are available, please report them.

Refer to supporting document:

  • Measures Tech Servcies.docx - Effectivness measures of the objectives of Tech Services
  • Ping_Availibility.xlsx -- This document shows the up time for all associated servers in the district.
  • Avg Resolution Time.xlsx - Helpdesk survey on service quality of the employees of Tech Services
  • Avg_response_Time.xlsx - Helpdesk survey on response time of the employees of Tech Services

4. External Opportunities and Challenges

  1. Describe any external opportunities that might lead to unit improvement over the next three to five years.
  2. Describe any external challenges (e.g., legal requirements, budgetary constraints) that might limit operations or improvement over the next three to five years.

1. Challenges
    a. Funding for:
        i. Training
        ii. Staff growth
        iii. Long term support costs on current technologies
    b. Unknown emerging technologies
    c. End of life support to technologies
    d. Vendors communication and cooperation in getting us the services we require
2. Opportunities
    a. Infrastructure upgrades and replacement through Bond funds
    b. As new technologies standardize they become more affordable
    c. The growing network of California Community Colleges and associated conferences
    d. Online training
 

5. Analysis and Evaluation

  1. Analyze the implications of the assessment results and external factors for your unit.
  2. In light of your analysis, what are your unit’s main strengths?
  3. In light of your analysis, what are your unit’s main weaknesses?

1. Weaknesses
    a. Helpdesk
        i. User community does not know who the helpdesk represatatives are
            1. User community does not have any type of personal relationship with the helpdesk. The “Florida” issue
        ii. Inconsistent service
        iii. Long response time
        iv. Long hold time
        v. Helpdesk reps are unable to help
        vi. User's inability to submit helpdesk requests via e-mail
    b. A lack of communication with users on what services we provide
        i. No communication on the differentiation between Distributed Education, Technology Services and Administrative Services
        ii. No communication on the differentiation between DCS Technology Services and Campus Technology Services
    c. Lack of user opportunity for Input on changes
2. Strengths
    a. Knowledgeable technicians
    b. Technicians are helpful and courteous
    c. Technicians resolve issues
     d. TESS Committees
     e. Catalog of services
     f. Communication plan
 

6. Three-to-Five Year Vision

  1. Describe your unit as you would like it to be three to five years from now.

1. Fully updated Server\Network\Security infrastructure to support a 99.9% uptime of district services:
    a. Complete infrastructure upgrade\replacement
        i. All Server\Network\Security hardware and software upgraded or replaced to current technology
        ii. Main Distribution Frame(MDF)\Independant Distribution Frame(IDF) cleanup and organization
2. Funded training program for technicians to stay up to date with current technology
3. A cohesive working environment with campus technology groups
4. Published and enforced Security policy
5. Revised acceptable use policy
6. Funded and implemented hardware and software replacement plan
    a. Documentation of all Hardware\Software
7. Staffing growth model
 

7. Impact on the Colleges and the District

  1. Describe the most significant relationships with other District operations and College operations.
    1. What major impact does your unit have on them?
    2. .What major impact do they have on your unit?
  2. How do your mission, vision, and goals contribute to the Board Imperatives and the District and/or College mission, vision, strategic directions, and/or goals?

1. Our impact on the colleges and district
    a. Install, maintain and support current technologies that support critical business processes for all college and district departments
        i. Data\Voice Network and associated applications
        ii. E-mail
        iii. Internet
        iv. Threat protection
    b. Recommend and review new technologies to improve current business processes for all college and district departments
2. Colleges and district impact on us
    a. New business unit technology recommendations from all departments
    b. District committees review and recommendations of current and new technologies and Information technology practices
 


 

8. Other Pertinent Information

  1. Include here any other information you regard as necessary for a full understanding of your unit.

None

9. Goals, Objectives, Action Plans, and Resource Requests

  1. Goals (with priority rank) over the next three years
  2. Objectives (with priority rank) under each Goal
  3. Principal Activities under each Objective, if available
  4. Timeline for completion of each Activity or Objective
  5. Person responsible for ensuring completion of each Activity or Objective
  6. Progress on or achievement of a given Goal or Objective does not necessarily require additional resources. For Goals and Objectives that do require resources, enter the following information:
    1. Resources required to achieve Goals and Objectives over the next three years, with description and rationale for each
    2. Identification of associated Goals or Objectives
    3. Type of Resource
      1. Expenditure Category
      2. One-time/Ongoing
    4. Estimated annual cost (or savings) for the next three years
  • 1 - Goal - Educational Experience

    1. Goal - Provide technologies that are cohesive accross all services areas of the district

    Priority Rank:
    1
    Objectives:
    • 1.1 - Objective - Objective 1

      Objective – Implement the wireless standard at both colleges and the district.

      Priority Rank:
      1
      Start Date:
      06/01/2011
      End Date:
      08/17/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 1.1.r1 - Resource Request
        Description

        1 District STSS, 1 Campus TSS from SBVC and CHC

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
  • 2 - Goal - Computing Environment

    2. Goal - Provide a secure and stable computing environment for the district and colleges
         

    Priority Rank:
    2
    Objectives:
    • 2.1 - Objective - Objective 1

      Objective –  Implement hardware and software standards for network infrastructure.

      Priority Rank:
      1
      Start Date:
      11/01/2010
      End Date:
      12/31/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 2.1.r1 - Resource Request
        Description

        3 District STSS

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
      • 2.1.r2 - Resource Request
        Description

        Kitchel BRJ

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Services
    • 2.2 - Objective - Objective 2

      Objective – Review, update and or create the District Security Policy. This will be handled through the district Technical Services DETS Committee.

      Priority Rank:
      2
      Start Date:
      01/03/2011
      End Date:
      12/31/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 2.2.r1 - Resource Request
        Description

        Resources – DETS Managers, CISOA Online Community

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
    • 2.3 - Objective - Objective 3

      Objective – Implement mechanisms that will aid in the identification and prevention of abuse in SBCCD networks and computer systems

      Priority Rank:
      3
      Start Date:
      05/11/2011
      End Date:
      10/31/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 2.3.r1 - Resource Request
        Description

        Resources – Campus Tech Directors, 3 District STSS

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
      • 2.3.r2 - Resource Request
        Description

        Fortinet

        Rationale
        Resource Type:
        One-time
        Expenditure Category:
        Services
        First Year Cost/Savings:
        $8,000.00/$0.00
        Second Year Cost/Savings:
        $16,000.00/$0.00
    • 2.4 - Objective - Objective 4

      Objective – Train the appropriate user groups on the newly implemented telephony emergency systems. 

      Priority Rank:
      5
      Start Date:
      05/02/2011
      End Date:
      07/21/2011
      Responsible Person:
      Jeremy Sims
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 2.4.r1 - Resource Request
        Description

        Resources – 2 Telecommunication Specialists

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
  • 3 - Goal - Support System

    3. Goal- Establish an effective support system to empower district and college users to effectively report and resolve technology issues.
      

    Priority Rank:
    3
    Objectives:
    • 3.1 - Objective - Objective 1

      Objective – Work closely with with Helpdesk management to improve response times and expand 1st call resolution options.

      Priority Rank:
      1
      Start Date:
      02/01/2011
      End Date:
      02/01/2012
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 3.1.r1 - Resource Request
        Description

        Presiduim, DETS Managers

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel
    • 3.2 - Objective - Objective 2

      Objective – Work with TESS managers to reevaluate Helpdesk solution in order to insure we are providing the best solution to our users.

      Priority Rank:
      3
      Start Date:
      01/02/2012
      End Date:
      03/31/2012
      Responsible Person:
      Everett Garnick
      Strategic Direction:
      None
      Impact Type:
      -- Pick One --
      Resource Requests:
      • 3.2.r1 - Resource Request
        Description

        TESS Managers

        Rationale
        Resource Type:
        Ongoing
        Expenditure Category:
        Personnel

10. Progress Report on Last Cycle's Goals, Objectives, and Actions

  1. Estimate progress to date on each of the last cycle’s Goals, Objectives, and Activities.
  2. Any uncompleted Goals, Objectives, and Activities that are still important should appear in the Goals, Objectives, and Action Plans section above.

Last Cycle’s Goals, Objectives, and Actions

  1. Goal - Provide technologies that are cohesive across all services areas of the district.
    1. Objective – Standardize on wireless configuration across district and colleges.
      1. Progress - In working with the TESS (Technology and Educational Support Services) managers we have agreed on a standardized wireless configuration that is easy to connect across all computing platforms, secure and standard for all staff, faculty and students. This will be implemented in the coming summer.
  2. Goal - Provide a secure and stable computing environment for the district and colleges.
    1. Objective – Develop and implement hardware and software standards for network infrastructure.
      1. Progress - With the help of the other TESS managers we have agreed on standards in the following areas:
        • Switching and Routing
        • Server Virtualization
        • Firewalls
        • Intrusion Detection and Prevention
        • Storage Area Networks 
        • Virtual Private Networks
    2. Objective – Review, update and or create the District Security Policy. This will be handled through the district Technical Services TESS (Technology and Educational Support Services) Committee.
      1. Progress - The TESS Technical Services Committee have begun exploring the creation of the District Security Policy.
    3. Objective – Establish mechanisms that will aid in the identification and prevention of abuse in SBCCD networks and computer systems.
      1. Progress - TESS managers have revised the acceptable use policy and procedure for electronic communication to better handle and prevent abuse of SBCCD networks and computer systems. A computer management system has been implemented to better monitor and enforce security on SBCCD computer systems. A unified threat management system will be implement in the first quarter of next fiscal year to aid in the detection and prevention of threats from the internet.
    4. Objective – Upgrade current Internet Protocal telephony system to provide for the latest in call accounting and emergency services.
      1. Progress - Upgrade complete.
  3. Goal- Establish an effective support system to empower district and college users to effectively report and resolve technology issues.
    1. Objective – Redesign the DCS helpdesk. This will help improve measures B and C. (ticket response time and satisfaction with ticket response time)
      1. Progress - Working with the TESS managers and all TESS Committees the DCS helpdesk has been redesigned.
    2. Objective – Establish Committee(s) to facilitate user involvement with technology and support initiatives.
      1. Progress - TESS committees have been established.
    3. Objective – Create FAQs and Quick tips to better train the user to deal with minor and frequently occurring issues.
      1. FAQs and Quick Tips have been created on the helpdesk site under the headings Knowledge Base, Most Popular Topics and Most Recent Topics.

11. Process and Participants

  1. Describe briefly the main steps of the process that produced this report.
  2. List the name and function of each participant in that process.
  3. Include as many members of the unit as possible in the preparation and/or review of this document. It should not be the product of the manager alone or of a small proportion of unit members.
  4. Describe the plan for future assessment cycles, particularly if not all measures were applied in current cycle.

A survey was sent out to all district and college users asking them to provide their input into certain areas of DCS Technical Services. Jeremy Sims reviewed the survey results and updated the plan accordingly with input from the following participants.

Participants

  1. Jeremy Sims - Team Leader
  2. James Harris - Group Participant
  3. Jon Kyle - Group Participant
  4. Mike Tepner - Group Participant
  5. Dennis Carmichael - Group Participant
  6. Laz Mascarenhas - Group participant
     


 

12. Supporting Documents