Transcript Less is More…

Less is More
Expanding Ubiquitous Computing Without
Increasing the Staff
Hopkins Information Technology Services
Johns Hopkins University
EDUCAUSE Mid-Atlantic Regional Conference
16 January 2003
Rich Caserta, LAN/WAN Architect, Desktop Computing Services
Brandon Lockett, Resnet Coordinator, Network Services
Brenda Stidham, Technical Analyst II-Acting Manager, Technical Assistance
Copyright Johns Hopkins Institutions, 2003. This work is the
intellectual property of the author. Permission is granted for this
material to be shared for non-commercial, educational purposes,
provided that this copyright statement appears on the reproduced
materials and notice is given that the copying is by permission of the
author. To disseminate otherwise or to republish requires written
permission from the author.
Less is More…
History of Undergraduate IT Support at JHU

Approximately half of Homewood Campus’ 4000 undergraduates live in dorms.

Fall 1994: Resnet pilot program – “traditional” division of labor arose
•
•
•

Network Services managed network wiring, electronics, and signup procedures
Desktop Services supported PC hardware and software configuration
Support Services logged and routed support requests
Fall 1995: Freshman dorms wired – over 500 connections
•
•
•
self-service instructions did not suffice
full-time and student staff needed over two months to clear support backlog
problem resolution often went beyond network configuration
Less is More…
History
1996 - 1999: We try harder!
•
Fancier self-service instructions more pictures and steps
•
Windows 95 helped ease
configuration burden
•
But this is offset by more
computers, more connections
…until finally…
•
We offer standardized
computers to students and
more automated processes
Less is More…
2000: Mobile Computing Program



standards improve supportability
built-in networking
in-house support included
2001: Resnet enhancements


DHCP throughout dorms
in-room Resnet registration
2002: Wireless


open to all students
MCP laptops have built-in wireless
Less is More…
Residential Networking @ JHU
Less is More…
Resnet @ JHU - New Automated Registration

Students register without assistance

Students no longer wait until orientation day to register

Simple instructions

Paperless registration

Fewer staff to assist with registration
Less is More…
Resnet @ JHU - DHCP

Easy configurations

Improved IP management

Paperless distribution of IP’s

Eliminated IP conflicts
Less is More…
Resnet @ JHU - Spoof DNS

Student receives valid IP with DNS of the registration server

Forced registration

Eliminated registration server address confusion
Less is More…
Resnet Registration

Login Page

Basic Resnet info
Less is More…
Resnet Registration

Post username
verification
Less is More…
Resnet Registration

Acceptable use
policies & criminal
offenses
•
•
•

infringing copyright
forging electronic
communication
hogging network
resources
Click ‘here’ link
initiates MAC
address retrieval
Less is More…
Resnet Registration

Demographic page

Semester selection
page

‘submit’ button to
insert MAC address
into DHCP database
Less is More…
Resnet Registration

Thank you page

Contact info for
technical assistance
Less is More…
Resnet SWAT Sessions

Resnet, Mobile Computing Program, Wireless Networking,
Telecommunications, and E-mail support are offered to students during fall
semester startup

Convenient location in dorms

Wiring and configuration issues
Less is More…
Resnet SWAT - Staffing Requirements

Staff coverage needed for fall startup decreased by a minimum of 30%
BEFORE
AFTER
First three weeks
• Seven to twelve FTE’s
• Six part-time students
First three weeks
• Five to ten FTE’s
• Four part-time students
Next three weeks
Next three weeks
• Four to six FTE’s
• Six part-time students
Remainder of semester
• One to two FTE’s
• Six part-time students
• One FTE
• Four part-time students
Remainder of semester
• One FTE
• Four part-time students
REDUCTION
IN HOURS
20-30%
60-70%
20-40%
Resnet Weekly Registration Stats (2000 vs. 2001)

More students had their Resnet connections sooner with these changes
1200
1000
800
600
400
200
0
Aug Wk 4 Sep Wk 1 Sep Wk 2 Sep Wk 3
2000
2001
Resnet Registration Growth from 1995 to 2002
Less is More…
Resnet Infrastructure

10Mb switched connections to dorms

Cisco hardware

Gigabit backbone
Less is More…
Mobile Computing Program @ JHU
Less is More…
Mobile Computing Program - Rationale

The goal: offer students better and broader in-house computer
support

How to get there
Offer “choices with limits” – standardize as much as possible
• Perception: offer “premium” support for those who participate
• Simplify the support model
•
Less is More…
Mobile Computing Program - System Bundles

Key model selection criteria
•
•
•
•
•
9 to 12 month availability - “business” not “consumer” models
One “desktop replacement” and one “light” model per vendor
Three-year warranty and damage insurance coverage standard
Minimum specifications on memory and hard drive capacity
Built-in Ethernet, modem, and wireless on all 2002 models
•
•

IBM: ThinkPad A31 and R32
Dell: Latitude C840 and C610/C640
Software image
•
•
•
•
Developed in-house and sent to vendor for initial software load
Windows XP: prompt for password change on startup
Preinstalled software: anti-virus and Internet “helper applications”
Notebooks arrive ready for use
Less is More…
Mobile Computing Program - Support

Students are mailed information directing them to the JHU MCP web page
to order
•
•

Recommended models listed on web site - linked to vendor web pages for
ordering
All ordering processes handled between vendor and purchaser
Distribution
•
•
2000/2001: In-house mass distribution to students was a big logistics problem
2002: Laptops were shipped directly to students’ homes
Less is More…
Mobile Computing Program - Support

Several support contacts
•
•
•
•

E-mail: [email protected]
Phone: 516-3382
Walk-in support
Web site
Troubleshooting and Support
•
•
•
Software issues
Hardware issues
Loaner pool
Less is More…
Wireless @ Johns Hopkins

Hopkins wireless network uses the 802.11b standard.

Wireless LAN adapter must be capable of 128-bit
WEP (wired equivalent privacy) encryption.
•
Configuration of the network and encryption parameters
is handled by Hopkins ITS Technical Assistance
•
To ensure supportability, only vendors’ wireless cards
that are listed on the Johns Hopkins wireless web page
are supported

Over 220 locations across the Johns Hopkins
Institutions.

Available in several common areas on the Homewood
campus.

http://nts.jhmi.edu/networking/wireless.cfm
Less is More…
Wireless @ Johns Hopkins


Policies and procedures
•
Customers will be set up on the wireless network as long
as they meet the criteria on the web page.
•
To get set up on the wireless network the customer places
a service call to the Support Center (Help Desk).
•
Technical Assistance will set up an appointment and
explain the security audit.
Security audit
•

A security audit is run on every laptop.
Students with disabilities have benefited from the
Mobile Computing Program and the wireless network.
Less is More…
The Future…

Resnet
•

Improve upon network management systems and
procedures
Mobile Computing
•
Apple PowerBook, handhelds (PDAs), and tablets
•

Palm & Pocket PC OS
Wireless
•
Dynamic WEP keys to improve scalability
•
PEAP (Protected Extensible Authentication Protocol)
for additional security
•
Expanded coverage
•
Automated user registration
Less is More…
Benefits of our Efforts
Student IT Support Calls
(2000 vs. 2001)
2002: We have more time!
•
•
•
Collaboration between Technical
Assistance, Network Services,
and Desktop Computing
Services pays off!
Help Desk calls for student IT
support reduced by 60%
Lower support burden allows IT
staff to further enhance services
400
300
200
100
0
Week 1
Wk-1/2000
Wk-1/2001
Week 2
Wk-2/2000
Wk-2/2001
Less is More…
Questions?
E-mail addresses
• Brandon Lockett, Network Services:
[email protected]
• Brenda Stidham, Technical Assistance:
[email protected]
• Rich Caserta, Desktop Computing Services:
[email protected]