Griffith University Kevin Grant Manager, Database Management Services Information Services

2 University Structure IT centrally managed. All corporate applications, servers, databases, networks, telecoms, desktops, laptops, labs, etc. SOE’s for desktops/laptops/lab PC’s. Some small outlying systems – academic managed, access databases etc. Information Services

3 Support Structure 1 st tier helpdesk – InfoServices (x55555). 2 nd tier desktop support/server support/application/network support groups. 3 rd tier server/database/network etc. Fairly flexible arrangements / communication between groups. Central management an advantage.

Information Services Monitoring & Alerting Majority (90%+) of after hours support calls are automatic notifications (SMS). Various systems in use depending on need. Nagios & Cricket for infrastructure. NMS (in-house system) for networks. Application specific (eg: Lotus Notes, PeopleSoft). Auto escalation. 4

Information Services Support Hours Library opening hours only (mostly). 7am – 10pm weekdays. 9am – 5pm weekends & public holidays. External to INS calls via InfoServices. Within INS direct to groups on-call number (extension forwarded to mobile phone). Each group manages own on-call roster. 5

Information Services Staff Remuneration etc. $80 / week on-call allowance (not for escalation). Penalty rates for call-outs. Phone only – minimum 1 hour. Remote – minimum 2 hours. On-site – minimum 3 hours. 1 hour response time (usually much quicker). 6

Information Services Staffing arrangements EB applies. All staff on roster (HR opinion – untested). Live maximum 2 hours from a campus. Maximum 1 week in 4 on-call. 10 hour minimum break. 1 week on, 6 weeks off / 2 weeks on, 12 weeks off. 7

Information Services 24 x 7 support Only for special / important events – enrolment, new system go-live, major upgrade etc. Extra on-call person – depending on group. Separate contact list circulated. $150 / week or part thereof (special payment – HR). Other normal arrangements apply. 8

Information Services Issues Generally no problems. Some “long term” staff not willing to go on-call – clause added to “letter of offer”. Staff retention – salaries limited by EB etc. Staff skills (see above). Some early discussion re: out-sourcing. 9

Information Services Strategies Design & implement resilient systems. Monitoring. Systems remotely manageable. Regular maintenance. Out-sourcing. 10

Information Services Questions? 11