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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. 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 devices.

...

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 .This change would occur if PhysIT must re-do the 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 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

Specific computer(s)

IT support from PhysIT

IT support from Lou

Network, with notes

Other info

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.
Clean install by PhysIT. 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.)
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

If PhysIT reimages the computer (with Lou's approval), Lou 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 its use.
Lou funds EZ-Backup costs.

Physics Admin
PhysIT registers devices

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

Option 2

On NickLou's request, we can recommend replacement hardware, procure hardware, initially set up OS and default applications, as PhyITPhysIT's schedule permits.
On Lou's request, we can recommend replacement hardware, procure hardware, as PhysIT'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 Lou 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

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

Any networked printer?

Any networked printer?

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 restoration.
Troubleshooting, configuring and upgrading related software (if available). 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 necessary.

Physics Admin
ChemIT registers devices

and use.
PhysIT adds computer into Physics inventory DB.

 

Physics Admin
PhysIT registers devices

Lou funds consumables, repairs, and replacements.
Lou funds network access. For faculty use, gated by physical and social means, not technical.
Improvements desired?

Notes

A few best practices include:

...