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Excerpt

Ideas and choices related to provisioning IT support for Lou Hand to meet his needs cost-effectively.

Notes

9/28/16: Lou came for help with Time Machine. He noted it hadn't backed up since April.

Summary

ChemIT is responsible for base-line IT support for:

  • Lou Hand's computer
  • (Any printers?)

Lulu assisted. She removed it from the USB hub chain and directly attached it to the Mac mini and it worked.

  • Oliver's write-up below (from ~June 2014) stated that Lou would fund his own EZ-Backup. Was that not done? Who set up his Time Machine? When? Was it always on the USB hub, or did it get moved there and stopped working and not verified?

Summary

Option 1 (adopted, summer 2014):

PhysIT is responsible for basic IT support for Lou Hand's single, primary computer.

Basic IT support includes addressing problems with networking, the base OS, or base-line applications, including MS Office.

  • (Any printers, especially if networked?)

Lou Hand is responsible for unique software he chooses to run, including his research-specific software. For example: Discovery, installation, configuration, security, maintenance, and trouble-shooting.

Lou Hand is responsible for IT support of peripherals, and mobile devices, and any additional computers.

Lou Hand is responsible for his personal customization of the operating system and applications.

Option 2:

Lou Hand is responsible for all IT support for his own primary computer and all other technology devicesNick is responsible for everything else, including his own work office computer, the USB printer at the MatLab computers, and the instrument computers.

Details

Networking and phones

For either Option 1 or Option 2, above:

PhysIT provides technical and administrative support (coordinated with Nancy Searles in Physics) for all Cornell CIT networking and telephones in the area, with the exception of the NickLou's office computer.

For Nick's office computer, he will administer the IP connections directly with CIT (AccessNet). Even for Nick's office computer, if networking or telephone service is not working, he will contact PhysIT, who shall determine the cause of the problem and request assistance from CIT Network and Communication Services (NCS) as necessary.

Management tools, including Active Directory ( a.k.a "The Domain" )

If Option 1, above:

Initially, no large changes would be made to Lou's Mac.

Some smaller changes for PhysIT to do in the near-term, in coordination with Lou's schedule, include:

  • PhysIT will configure computer's anti-virus software to report to PhysIT's anti-virus console.
  • PhysIT, as part of our standard management, attaches computers to the Cornell Active Directory service provided by CIT. Computers are placed in the Arts and Sciences Division, Physics Department Subdivision. As a a result of this, names for computers and user accounts can be somewhat limited (per CIT's requirements as part of managing this shared campus resource).

Larger changes, required to increase the supportability of Lou's Mac, would be made when more of our services are required. Our goal is to make the larger changes at at time convenient to Lou, but that is more likely to happen if we are invited to make the changes before the changes are required for us to provide support.

Very large changes would certainly occur if PhysIT must re-do Lou's computer's OS, or if that computer is replaced with another computer.

A significant barrier to Lou's computer getting a new OS (such as re-doing Lou's computer, or replacing his computer), are the numerous research-specific applications Lou has installed, as well as any customizations Lou has made to the OS and other applications he uses. Lou will likely need to make a substantial investment in those areas if he gets a new OS. But until he gets a new OS, PhysIT's capacity to address base-level support problems on Lou's computer is lower.

If Option 2, above:

Lou's .Nick's office computer will not be connected to the centralized management/Cornell Active Directory services, and as such will not gain from centralized management PhysIT uses. Also, NickLou's computer will not have an administrative account for PhysIT's use (optional).

The specific networked devices

NO Deep Freeze (software used to prevent persistent changes made by user, often used for kiosks to make them more robust.)
Floppy drive must be available.
Improvements desired:
Auto-login.
Contemporary OS, matching Library computers
Able to print to Library printer

Specific computer(s)

IT support from PhysIT

IT support from Nick Lou

Network, with notes

Other info

2 Library computers
308A

Option 1

Continue running MacOS 10.8 (basically "as is", but with a few PhysIT modifications) until the computer has a problem not readily resolved without a clean install.
When asked to provide deeper support, PhysIT will need to create a clean install. (This will require Lou to reinstall his unique applications, including any research-specific applications. And for Lou to re-configure any unique settings in the OS and any of the applications.) Convert to stand-up, lab kiosks. Continue running Win7.
Set up auto-login to a generic user-level account.
Primary support, including: Initial image and configuration, troubleshooting, upgrading software, and reimaging if broken. Use EZ-Backup, and assist with restores.
Responsible for following IT policies in configuration.
PhysIT adds computer into Physics inventory DB.
On Lou's request, we can recommend replacement hardware and procure hardware.

Lou Nick has Admin access to make changes directly, and is responsible for changes made.
If ChemIT PhysIT reimages the computer (with NickLou's approval), Nick can either let us know of his changes, or he can Lou will need to re-do them any changes he made with his Admin account, if they are still necessary.

Physics Admin
ChemIT registers devices

NO Deep Freeze (software used to prevent persistent changes made by user, often used for kiosks to make them more robust. )
Improvements desired:
Auto-login.

2 MatLab computers
308

Convert to stand-up, lab kiosks with MatLab, running Win7 (not WinXP)
Set up auto-login to a generic user-level account.
Primary support, including: Initial image and configuration, troubleshooting, upgrading software, and restoration.
Responsible for following IT policies in configuration.

Nick has Admin access to make changes directly, and is responsible for changes made.
If ChemIT If PhysIT reimages the computer (with NickLou's approval), Nick can either let us know of his changes, or he can re-do them if they are still necessary.

Physics Admin
ChemIT registers devices

1 Faculty room computer
308B

Convert to a PhysIT staff computer.
Users login to their own account using their own NetIT credentials, providing them User-level access.
Primary support, including: Initial image and configuration, troubleshooting, upgrading software, and restorationLou will need to reinstall his unique applications and make any unique configuration changes he needs to the OS or to the base-line applications, if he deems them still necessary.
Responsible for following IT policies in configuration.
Nick has Admin access to make changes directly, and is responsible for changes made.
If ChemIT reimages the computer, Nick can either let us know of his changes, or he can re-do them if they are still necessaryits use.
Lou funds EZ-Backup costs.

Physics Admin
ChemIT PhysIT registers devices For faculty use, gated by physical and social means, not technical.
Improvements desired?

Printer in Library (networked, laser)
308A

Primary support, including: Configuration and troubleshooting.

Determine when operational needs or hassles warrant replacing the printer.

Physics Admin
ChemIT registers devices

No improvements desired.

Q: Any improvements desired?
Lou funds repairs and replacements.
Lou funds network access.

Option 2

On Lou's request, we can initially set up OS and default applications, as PhysIT's schedule permits.
On Lou

Nick's office computer
308C

On Nick's request, we can recommend replacement hardware, procure hardware, initially set up OS and default applications, as PhyITPhysIT's schedule permits.
PhysIT adds computer into Physics inventory DB.

Primary support, including: Initial image and configuration, troubleshooting, upgrading software, and restoration. Perform backups and restores. Responsible for following IT policies in configuration and use.

AccessNet
Annual registration by Nick

To-do, PhysIT: Revert the recently purchased computer away from PhysIT's image.
No improvements desired.

Lou

Q: Any improvements desired?
Lou funds repairs and replacements.
Lou funds network access.

Any networked printer?

Printer at MatLab station (USB, inkjet)
308

On Nick's request, we can recommend replacement hardware, procure hardware, as PhyIT's schedule permits.
If networked, PhysIT could take on primary support responsibilities, including configuration and troubleshooting.

Primary support, including: Configuration and troubleshooting.
Determine when operational needs or hassles warrant replacing the printer.

n/a

No improvements desired
Currently shared

Anything else in the lab, not listed above

n/a

All primary support provided by Nick.

 

Troubleshooting, configuring and upgrading related software (if available). Responsible for following IT policies in configuration and use.
PhysIT adds computer into Physics inventory DB.

 

Physics Admin
PhysIT registers devices

Lou funds consumables, repairs, and replacements.
Lou funds network access.  

Notes

A few best practices include:

...