Output of a brainstorming session conducted by the CAM Computing Committee, 19th January 2004
Issues were categorised as:
The fundamental requirement is for IT facilities that are different from the rest of the University, in that:
We are critically dependent on IT in ways that other departments are not.
We require IT facilities that, in general terms, provide us (in respect to other users) with ...
Technical support for timetabled classes in labs needs to be available 9am-6pm. Evening support for students working in the labs is essential - the current arrangements are generally satisfactory. There is the likelihood of demand (yet to be demonstrated) for better support for distance learners.
Login and application launch times need to be kept within reason.
The requirements we currently have for lab-based workstations will increasingly apply to server-based applications that are delivered on and off-campus through physical and wireless networks.
Generally, everything works OK and when it doesn't we cope. However, we often have critical needs at critical times. (One example of this is during Supervised Work Sessions.) We need to identify them and devise plans to cater for problems that occur.
Analyse potential single points of failure and allocate resources to remove them where judged appropriate. Analyse the consequences of changes better.
Deliver storage requirements by means of a storage area network (SAN) providing fault-tolerant replication of data.
Academic staff could be required to "sign-off" that new software they have requested has been tested by them. However, academics may see this as another attempt by ISO to prevent them running the software they want!
There should always be two ways of doing something (e.g. two word processing programs, two C compilers) so that there is a fallback position in times of failure.
A diary of "this week's priorities" could be maintained, so that ISO staff are aware of forthcoming short-term academic needs (e.g. when there is a Supervised Work Session).
Spreading users over a number of servers. Pros: reduce likelihood that two students sitting next to each other are both affected by a server failure; balance loads. Cons: some students may get better/worse performance than their peers.
Find out what other universities are doing. Do they use Netware or Microsoft networking? What is their server infrastructure like? Are they running Netware, Windows or Unix on their servers? Do they use services that we don't? Are they tending to move from one system to another?
There is no evidence that a multi-tree Novell structure would improve things.
There is no evidence that a Unix backbone would be better than the one we have at present.
Communication is a critical issue, particularly where some of the problems are more perceived than evidenced.
Day-to-day contact between ISO staff and CAM staff is generally good.
The monthly-meetings of the CAM Computing Operations Sub-Committee are improving both CAM and ISO's understanding of each other's needs and constraints.
ISO representatives regularly attend Boards of Studies and Staff-Student Committee meetings. Issues raised there are normally dealt with quickly.
ISO could provide more online information on common problems, frequently-asked questions (FAQs) and service status.
ISO could better inform staff and students about the facilities available. The site support web pages go part of the way towards this.
Students need to be given better induction into the use of the facilities, the resources available and how to seek help. Information given during induction week is often forgotten and needs to be reinforced during the first term and later.
Provide forum(s) for students to discuss their problems with each other.
Use the student web portal as an interface to information about IT facilities.
Provide a link on the University home page to ISO information.
Bring the ISO information already on the web up to date and structure it better. Make it searchable.
Hold monthly surgeries where students (and staff) can drop in for an informal discussion with ISO staff. This could provide input to the FAQs.
Hold inspection tours of the labs (ISO and CAM staff, plus students?) to verify that the facilities provided are what is intended.
ISO to provide rationale for regulations and policies.
CAM to notify ISO of SWS dates and needs.
Provide better support for users to solve their own problems. This would reduce the load on ISO.
Many of the "problems" perceived by users are not evidenced to ISO.
Jim Briggs / 19 January 2004
Last updated by Dr Jim Briggs of the School of Computing at the University of Portsmouth.