Remote Infrastructure Management: Taking IT Services to the Cloud Bob Pescinski, IT Director/Program Manger with CampusEAI Consortium at Raritan Valley Community College Remote Infrastructure Management: Taking IT Services to the Cloud

About RVCC Raritan Valley Community College (RVCC) is an accredited, coeducational, two-year, public, community college located in North Branch (within Branchburg Township), New Jersey. RVCC offers Associate's degree programs leading to an Associate of Arts (A.A.), Associate of Science (A.S.), Associate of Fine Art (A.F.A) or an Associate of Applied Science (A.A.S.), as well as certificate programs and continuing education courses. 8500 Students 130 Full-time faculty 370 Adjuncts 180 Full-time staff 190 Part-time staff

History & Environment IT outsourced to SCT/SunGard/Ellucian since 1996 Banner & Luminis administrative systems Web Study LMS Extensive wired and wireless data network 84 physical and virtual servers, Microsoft and Linux Over 33 PC classroom labs

Challenges Technology falling behind Increasing costs, decreasing budgets Few historical records or documentation Few documented processes in place Age of help desk tickets not defined, data not utilized No risk assessments No known-error/RCA database maintained Absence of standard operating procedures Outdated inventory lists

Options & Decision Continue full outsourcing Take all services in-house Selectively outsource to local providers Something else? The Decision: “Rightsourcing” a combination of College staff with local and remote contract services

Scope of Services Provide Technological Planning, Assessment, Administration, and Leadership support for the RVCC VP of Technology, Planning and Assessment Provide Network Management Services Provide Server Management Services Provide Application Management Services Provide Remote Database and Programming Services Provide Server, Application, and Network Monitoring Services Provide Server, Application, and Network Backup and Storage Management Provide Technical Help Desk, End User Support and Services

Phase In

RVCC Organization RVCC Onsite Remote Chuck Chulvick VP of Technology, Assessment & Planning IT Director / Program Manager Onsite Technical Lead, Networks Technical Lead, Systems Service Desk Manager SDA SDA SDA SDA Remote Infrastructure Services Operations Manager Remote Programmers Help Desk Supervisor DBAs Microsoft Systems Networking Network Operations Center Help Desk Agents

RVCC Organization RVCC Onsite Remote Chuck Chulvick VP of Technology, Assessment & Planning Director of Information Systems Onsite College DBA College Programmer Infrastructure Manager Remote Oracle/Banner Services Manager Remote Programmer & DBA

Org Details

What makes it work? Detailed inventory and documentation of systems and processes Communications Formal knowledge transfer procedure The Help Desk Complete transparency Active remote monitoring Process, Process, Process Eg. change management, root cause analysis

Start-Up Training: Cross Domain Training Training Plan

CampusEAI’s six-sigma practice Define Measure Analyze Improve Control Formulate Problem / Improvement Statement Measure Magnitude & Frequency of Defects Analyze “When”, “Where” and “How” Defects occur, Explore Opportunities Determine How Process can be Fixed Implement Determine How will the Process stay Fixed OBJECTIVE

Accomplishments (so far!) Updated & Centralized Documentation Implemented standard operating procedures Network improvements: Network and security assessment; Ethernet switch replacement and OS upgrades; reliability improvements Systems improvements: Active Directory upgrade and restructuring; server patch management; Exchange upgrade Inventory Management for hardware, software and consumables SLA Management

Projects in progress Server assessment Office 365 migration Upgrade of campus wireless network including implementing “BYOD” Implementation of PC desktop management system Implementation of virtual desktop infrastructure and pilot labs Implementation of Microsoft SCCM

Lessons Learned Do a realistic needs analysis Optimize the resources that you have Be flexible – and make sure your vendors are too! Regularly reassess

Lessons Learned Do a realistic needs analysis Optimize the resources that you have Be flexible – and make sure your vendors are too! Regularly reassess You can’t do more with less but you can do better with less

Contacts Me: Bob Pescinski rpescinski@raritanval.edu Our VP: Chuck Chulvick cchulvic@raritanval.edu CampusEAI www.campuseai.org

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