Plans for Technical Services >> 2012 - 2013 District Computing Services - Technical Services District Program Review
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Group: 2012 - 2013
Type: District Program Review
Last Modified On: 3/18/2013 1:55:05 PM
Last Modified By: Jeremy Sims
State: Submitted (Finalized)
State By: Jeremy Sims
- Assume the reader knows nothing about your unit. Please describe concisely its mission.
Enhance the educational experience by providing and supporting technology.
Please describe concisely the following characteristics of your unit. Feel free to use both narrative and quantitative information.
- Functions or services
- Value of your services to the clientele(s), the Colleges, and the District
- Organizational structure and number of personnel by function
- Annual budget by object code for the last three years
- Hours of operation, location, and other pertinent service characteristics
- 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 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.
The Database Administrator position has been removed from DCS since last years program review. The job functions have been rolled up to the Senior Technology Support Specialists.
- See attachments for annual budget.
3. Outcomes and Other Measures of Effectiveness
- Identify at least one essential measure of effectiveness for each major operation of the unit. (See Effectiveness Measurement Guidelines and Examples.)
- Include at least one baseline measure or measure of progress on a well-defined outcome.
- Include at least one measure showing effectiveness in responding to the Colleges’ needs.
- For each measure, identify the assessment method you used.
- Please summarize the results of the measures you have applied. If results showing trends over time are available, please report them.
Refer to supporting documents:
- 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
- Describe any external opportunities that might lead to unit improvement over the next three to five years.
- Describe any external challenges (e.g., legal requirements, budgetary constraints) that might limit operations or improvement over the next three to five years.
a. Funding for:
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
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
- Analyze the implications of the assessment results and external factors for your unit.
- In light of your analysis, what are your unit’s main strengths?
- In light of your analysis, what are your unit’s main weaknesses?
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 as they are an outsourced company.
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
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
- 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
Describe the most significant relationships with other District operations and College operations.
- What major impact does your unit have on them?
- .What major impact do they have on your unit?
- 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
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
- Include here any other information you regard as necessary for a full understanding of your unit.
9. Goals, Objectives, Action Plans, and Resource Requests
- Goals (with priority rank) over the next three years
- Objectives (with priority rank) under each Goal
- Principal Activities under each Objective, if available
- Timeline for completion of each Activity or Objective
- Person responsible for ensuring completion of each Activity or Objective
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:
- Resources required to achieve Goals and Objectives over the next three years, with description and rationale for each
- Identification of associated Goals or Objectives
Type of Resource
- Expenditure Category
- Estimated annual cost (or savings) for the next three years
- 1 - Goal - Provide a secure and stable computing environment for the district and colleges.
2. Goal - Provide a secure and stable computing environment for the district and colleges
- 1.1 - Objective - Implement hardware and software standards for network infrastructure.
Objective – Implement hardware and software standards for network infrastructure.Priority Rank:1Start Date:11/01/2010End Date:06/30/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Actions/Activities:
- 1.1.a1 - Deploy Switches
Deploy the recently purchased Extreme switches. This is the final phase of the network infrastructure upgrade. This will be replacing the current Cisco switches that are 3 to 10 years old.Start Date:03/11/2013End Date:06/30/2014Responsible Person:Jeremy Sims
- 1.2 - Objective - Create the district security policy
Objective – Review, update and or create the District Security Policy. This will be handled through the district Technical Services DETS Committee.Priority Rank:11Start Date:01/03/2011End Date:12/31/2013Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Actions/Activities:
- 1.2.a1 - TESS Technical Services Committee
The TESS Technical Services Committee has been assigned to write the districts security policy.Start Date:09/03/2012End Date:09/30/2013Responsible Person:Jeremy SIms
- 1.3 - Objective - Implement mechanisms that will aid in the identification and prevention of abuse in sbccd networks.
Objective – Implement mechanisms that will aid in the identification and prevention of abuse in SBCCD networks and computer systemsPriority Rank:3Start Date:05/11/2011End Date:06/30/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Actions/Activities:
- 1.3.a1 - Switch Security
We will be implementing different security features of the new extreme switches that will help aid in the prevention of data security breaches.Start Date:01/01/2013End Date:01/01/2014Responsible Person:Jeremy Sims
- 2 - Goal - Provide technologies that are cohesive across all service areas of the district.
1. Goal - Provide technologies that are cohesive accross all services areas of the districtPriority Rank:5Objectives:
- 2.1 - Objective - Implement a single wireless standard for both colleges and the district
Objective – Implement the wireless standard at both colleges and the district.Priority Rank:4Start Date:06/01/2011End Date:11/30/2013Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Actions/Activities:
- 2.1.a1 - Wireless
Implement Extreme and Fortinet wireless solution at the colleges and district. These implementations will allow for a standard access method to the wireless networks at all for district wide locations.Start Date:02/01/2013End Date:11/30/2013Responsible Person:Jeremy Sims
- 3 - Goal - Establish an effective support system to empower district and college users to effectively report and resolve technology issues.
3. Goal- Establish an effective support system to empower district and college users to effectively report and resolve technology issues.
- 3.1 - Objective - Work closely with help-desk management to improve response times and expand 1st call resolution options.
Objective – Work closely with with Helpdesk management to improve response times and expand 1st call resolution options.Priority Rank:7Start Date:02/01/2011End Date:06/30/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Actions/Activities:
- 3.1.a1 - Weekly Meetings
Continue to meet weekly with the helpdesk manager to ensure SLAs are meet and to discuss strategies for improved customer service.Start Date:01/01/2013End Date:01/01/2014Responsible Person:Jeremy Sims
- 3.2 - Objective - Work with the TESS managers to reevaluate our help desk solution in order to insure we are providing the best solution to our users.
Objective – Work with TESS managers to reevaluate Helpdesk solution in order to insure we are providing the best solution to our users.Priority Rank:8Start Date:01/01/2013End Date:01/01/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Resource Requests:
- 3.2.r1 - Helpdesk TechsDescription
Hire 2 Computer Technicians to handle the helpdesk calls and ticketing.Rationale
Brining the helpdesk in house will require additional staff to answer phone calls and triage helpdesk tickets.Resource Type:OngoingExpenditure Category:PersonnelFirst Year Cost/Savings:$130,000.00/$0.00Second Year Cost/Savings:$90,000.00/$0.00Third Year Cost/Savings:$100,000.00/$0.00
- 3.2.a1 - Bring help-desk in house
Start the process of brining the helpdesk in house. This will involve:
Start Date:01/01/2013End Date:01/01/2014Responsible Person:Jeremy Sims
- hiring and training of staff
- Implementing helpdesk ticketing system
- Creating processes for helpdesk tasks
- Marketing new helpdesk to users
- creating telephony infrastructure to support helpdesk
10. Progress Report on Last Cycle's Goals, Objectives, and Actions
- Estimate progress to date on each of the last cycle’s Goals, Objectives, and Activities.
- Any uncompleted Goals, Objectives, and Activities that are still important should appear in the Goals, Objectives, and Action Plans section above.
1 - Goal - Computing EnvironmentPriority Rank:1Objectives:
1.1 - Objective - Implement a single wireless standard for both colleges and the districtPriority Rank:1Original Start Date:02/01/2011Original End Date:05/31/2011Revised Start Date:03/04/2013Revised End Date:11/30/2013Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Status Code:Work is UnderwayProgress Description:
The new wireless controllers have been purchased and are in the process of being setup
2 - Goal - Computing EnvironmentPriority Rank:1Objectives:
2.1 - Objective - Implement hardware and software standards for network infrastructurePriority Rank:1Original Start Date:02/01/2011Original End Date:06/30/2013Revised Start Date:02/01/2011Revised End Date:06/30/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Status Code:Work is UnderwayProgress Description:
We have completed the following:
- Server virtualization standards
- Firewall standards
- SAN standards
- New building audio and visual/information technology standards document
- External DNS standards
The following is underway:
- Switching standards
2.2 - Objective - Create the district security policyPriority Rank:1Original Start Date:02/01/2012Original End Date:02/01/2013Revised Start Date:01/01/2013Revised End Date:01/01/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Status Code:Work is Planned but not yet firmly scheduledProgress Description:
The TESS Technical services committee is responsible for the creation of the district security policy.
2.3 - Objective - Implement mechanisms that will aid in the identification and prevention of abuse in sbccd networksPriority Rank:1Original Start Date:02/01/2011Original End Date:06/30/2013Revised Start Date:02/01/2011Revised End Date:06/30/2014Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Status Code:Work is UnderwayProgress Description:
3 - Goal - Support SystemPriority Rank:1Objectives:
3.1 - Objective - Work closely with the help-desk management to improve response times and expand 1st call resolution optionsPriority Rank:1Original Start Date:07/01/2011Original End Date:06/30/2012Revised Start Date:06/01/2012Revised End Date:06/30/2013Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Status Code:Work is UnderwayProgress Description:
This has been and will be ongoing for the life of the helpdesk contract with Blackboard Student Services.
3.2 - Objective - Work with TESS managers to reevaluate our help desk solution in order to insure we are providing the best solution to our users.Priority Rank:1Original Start Date:07/01/2011Original End Date:06/30/2012Revised Start Date:07/01/2012Revised End Date:06/30/2013Responsible Person:Jeremy SimsStrategic Direction:NoneImpact Type:-- Pick One --Status Code:Work is UnderwayProgress Description:
This is a yearly evalution that we perform to ensure the helpdesk is meeting our needs.
11. Process and Participants
- Describe briefly the main steps of the process that produced this report.
- List the name and function of each participant in that process.
- 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.
- 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.
- Jeremy Sims - Team Leader
- James Harris - Group Participant
- Jon Kyle - Group Participant
- Dennis Carmichael - Group Participant
Laz Mascarenhas - Group participant