From Oya: I am mindful of your busy schedules so all I need is a couple of page high level summary, preferably in bullet points. Would be great to get these documents from you by the end of this month.

To do: Add snapshot of DS's operation table containing our current project list.

Accomplishments in 2009, Desktop Services

"Not all that is measurable is worth measuring. Not all that is worth measuring is measurable".

Staff support services

  • Operational metrics associated with DS's support of over 300 staff, or 90% of the endowed staff, using about 450 systems and 148 laser printers.
    • 1555 DS response tickets opened on behalf of staff support-related work (as of Nov 30, 2009).
    • 120 staff systems deployed/upgraded throughout the year and associated equipment disposal, much of it streamed for re-use.
    • Updating and managing 33 staff Windows-based laptops, in-person. 
  • Reduction of 1 FTE in June 26. 2009. Joe Homza's line.
  • Added three more unit libraries to DS's staff support responsibilities. Engineering Library (Carpenter Hall), PSL (Clark Hall), and the Math Library (Malott Hall). Coordinated transition with Michelle Paolillo.
  • Provided immediate, short-term services to staff support at the Management Library following Robin Shoemaker's death. Upgraded many staff systems and performed other services to bring systems closer to our standards.
  • Supported the departure of a large number of library staff (early retirement and layoffs). Highlighted value of our departure procedures, which we created with CUL HR's input and support.
  • DS successfully migrated all staff to the new MS Exchange server by mid-Nov. And by mid-November, almost 2/3 of library staff have moved from using Eudora or Thunderbird to MS Outlook.
  • Upgraded staff desktop from various version of MS Office to MS Office 2007.
  • Developed MS Remote Assistance capabilities, expanding on our service response options to provide more responsive services.
  • Upgraded staff desktops from IE 6 to IE 8.
  • Transition from DS-managed anti-virus services (SAV) to CIT-managed anti-virus service (SEP). Completion expected by end of December.
  • Preparation and deployment (in December) of upgraded Voyager clients and Oracle 10.
  • Select DLIT staff stations upgraded with larger monitors (or dual monitors).
  • Provided attended support services to shared spaces. Including proactive and responsive technical support to the Library's annual Professional Develoment week effort.
  • Abolished our "Greek Letter" divisions within our Active Directory authorization system.
  • Coordination with CUL Accounting transitioning Olin Lib's Copy Center transition to Cornell Business Services.
  • Expanded on Michelle Paolillo's BitBox web documentation resource for staff.
  • Maintained and managed day-to-day desktop support tasks including: [PeteM to provide a list of housekeeping activities not already cited.]

Public computing services

  • Operational metrics associated with DS's maintenance of 335 public systems in 2009.
    • # of [PeterM to provide] DS response tickets opened on behalf of public system support-related work. [Is this a valuable, obtainable metric?!] 
    • 54 public systems deployed due to scheduled upgrades in the summer. Olin Library and Fine Arts.
  • During the summer, coordinated with CUL Accounting regarding photocopier upgrades to multifunction printers.
  • With Michelle Paolillo's lead, DS staff participated in creation of "Macs-on-the-Arts-Quad" report.
  • Following Michelle Paolillo's brokering, DS staff successfully upgraded Management Library's public systems and established sustainable funding plan.

Library-wide, campus-wide and CIT efforts

  • Managed the CULIT (baseline IT desktop budget) to meet the desktop IT operational needs in a sustainable, rational, and transparent manner. The CULIT budget supports about 800 desktops and laptops, both staff and public, and includes systems outside DS's support areas.
  • CIT's MS Exchange migration. As the first large unit, DS helped establish CIT's process for migrating units from CIT's old mail system to their new mail system. Our feedback helped improve CIT's documentation for their end-users and our peer IT support providers, as well as their procedures.  We worked with CUL HR to promote to staff we support the available, relevant, and timely training.
  • Participated in Olin Library renovation planning.
  • Engaged with our IT community peers, including  AD SIG; IT Sec. Council and SIG; CCDs, CUL's ITMC representative, Dean Krafft, and CUL's IT Ops group.
  • Active in campus investigation of desktop management tools and related sevices.
  • Arranged for about 230 computer systems each year to be processed by the Cornell Computer Reuse Association (CCRA) for reuse in various countries. (The Library is the biggest donor to the program.)
  • Clarified cost and service expections regarding CIT's new Vitual Machine service offerings.
  • Bain report data gathered and attended relevant meetings (CCDs).


Major goals for 2010, and impediments/challenges

From Oya: If you have any, your wish list.  I am especially interested in your recommendations for weeding programs/services - if there are any candidates.

Goals

Staff support services

  • By the end of January, have all staff DS supports switched off Eudora or Thunderbird to Outlook. 
  • With CIT and others, prepare for transition from Oracle Calendar to MS Exhange-based calendar (via Outlook). CIT currently aiming for ~May 2010.
  • Become operationally proficient using ID Finder for the detection of sensitive data on staff systems by staff using those systems.
  • Clarify DS's role regarding Management Library's staff support.
  • Clarify DS's role regarding the Annex's special IT needs and associated support, and the provisioning of that specialized support.
  • As part of the Olin Library renovation, we will be involved since we expect every staff member will need to temporarily relocate.
  • Reduce staff costs of maintaining staff laptops. Hopefully through adoption of even more sophisticated desktop management tools that may be offered university-wide.
  • Preparation and possible deployment of upgraded Voyager clients in May 2010.
  • Reduce the number of staff using EZ-Backup for backups and work with CUL Accounting to possibly change the service's accounts.

Public computing services

  • Replacement upgrades of our 75 public loaner laptops.
  • Evaluate contemporary version of all our management tools (DeepFreeze, Ghost, etc.)

Other

  • Transition of DS's server services to several Virtual Machines hosted by CIT. Decommission DS's servers in the Olin Library sub-basement. These services are run to support the staff and public systems we are responsible for maintaining. 
  • Evaluate MS Windows 7 and 64-bit vs. 32-bit OS for baseline staff systems and public systems.
  • Evaluate MS Office 2010 for possible wide-spread deployment on the staff and/ or public systems we support.
  • Investigate standing up Spiceworks server service for staff and/ or public system reporting.
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