ITSRM report Erez Etzion ACCU Meeting December 9, 2009

1 st ITSRM - Agenda ( ) 1.Introduction 2.Windows 7 roadmap 3.Access to ‘confidential’ data 4.Telephone billing simplification 5. New service desktop 6.A.O.B ACCU Meeting IT Service Review Meeting 2

Windows PCs, 94%-XP, 6%-Vista The feedback received from Windows 7 test users is very positive Early problems have been solved Plan a progressive adoption of Windows 7 at CERN starting 2009Q4 Plan to phase out Vista in 2010Q3 – In close coordination with user communities IT Service Review Meeting ACCU Meeting3

Windows 7 Roadmap 2009Q4 – Validate core office applications on Windows 7 – Validate most recent CERN standard PC models – Windows 7 installable over the network – Constantly collect and integrate user feedback 2010Q1 – Validate remaining applications Constant process involving the application managers – Update documentation and training offers – Start Windows 7 service (32- and 64-bit) 2010Q2 – Windows 7 as default Windows version for new installations on supported hardware 2010Q3 – Phase out Windows Vista in coordination with user communities 2010Q4 – Define a roadmap for ending support of XP at CERN IT Service Review Meeting ACCU Meeting4

Confidential data access ACCU MeetingIT Service Review Meeting5 IT has been asked to clarify who can have access to confidential information, such as: Explicitly protected folders in DFS Mail contents In general service managers of computing services within limits fixed by OC5. I.e. AFS managers have access to AFS data Mail service managers have access to mail data DFS service managers have access to DFS data Backup service manager have access to backup tapes System Administrators have access to the physical machines … In particular cases, Service Desk contract staff, who are bound by contract confidentiality clauses. Their access is temporary and is logged.

“Functions, allowing access to confidential and/or sensitive information, implies strict conformance to the rules laid down in OC5 and in particular those governing confidentiality.” Gradually the default access policy of most IT services will be closed. Examples: – Mailing lists – Sharepoint – Twiki A proposal for a Policy of Data Protection is being drafted Users should protect their data appropriately, especially in this period: detailseiten/?newsid= ACCU MeetingIT Service Review Meeting6

New commercial conditions for GSM services New tariffs DescriptionCurrent price Current recharged expense per year New priceAnnual savings « Voice » subscriptions CHF 15.- /monthCHF 786’000.-CHF 11.- /monthCHF 210’000.- « DATA » subscriptions CHF /monthCHF 38’400.-CHF 0.00CHF 38’400.- SMS in SwitzerlandCHF /unitCHF 205’000.-CHF 0.00CHF 205’000.- MMS in Switzerland n/a CHF 0.00n/a Roaming costs for CERN last year CHF 96’590.- /monthCHF 1159’000.-World-ProCHF 202’500.- Total annual savings for Departments = CHF New subscription typesTotal 1CERN restricted / no roaming / with Data and MMS Local area / roaming not allowed / with Data and MMS175 (1) 3 Worldwide / roaming allowed / with Data and MMS3260 (2) 4 Master Private Worldwide / roaming allowed / with Data and MMS 920 (3) 7ACCU

Proposal for fixed phone services Current situationProposal External access rights categories 16 categories in current system: From no access, to local, FR+CH, All, with options Reduce to 3 categories for standard end-users: 1.No external access 2.Local access (0450, 022, 021) 3.International access Private calls Optional for CERN-paid personnel (266 users), prefixes 20&21 KEEP Tracking of phone owners No real tracking of phone owners at the moment (in particular for phones without external access rights or only with local access) Force systematic recording of owner via EDH and track status changes with MIKE (exp: owner left CERN, budget code, etc.) Virtual phones Phones are shared in large offices and users have a virtual number for external calls Keep this option with manual treatment but tracking through MIKE IT Service Review Meeting ACCU Meeting8

Proposal for fixed phone services Current situationProposal Recharge of phone calls Cost of local area calls (0450, 022, 021) made from fixed phones was not recharged internally Charge users for all calls (it is already the case for GSM calls) Switchboard services Professional calls via the switchboard from CERN to external lines are subject to a surcharge of 3 CHF No surcharge any more. Private calls through switchboard Around 650 calls per month KEEP IT Service Review Meeting ACCU Meeting 9

The Goal: Provide responsive and efficient support for IT services in accordance with users’ perception of those services. The new contract & Tools give us the means We will use them! Gradual approach by service. Requires a cultural change. Transition phase Work with the contractor but within IT too Contract starts on Jan 2010 Work on the tools. First trimester of 2010 Communication and end user training Computing support contract ACCU Meeting IT Service Review Meeting 10

Transition phase Work with the contractor but within IT too Contract starts on Jan 2010 Work on the tools. First trimester of 2010 Communication and end user training Conclusion 11ACCU Meeting IT Service Review Meeting