Improving Service, Avoiding Costs, and Increasing Reliability and Security of Network Clients Via Distribution of a Computing Services Orientation CD Chuck Elliott Associate Director, Customer Services Marshall University Computing Services This presentation is online at

August 4, 2004Marshall University Computing ServicesSlide 2 Overview Background/History Driving Forces Goals Project Timeline Demo Technology Used Costs Next Steps Challenges Ahead Q & A

August 4, 2004Marshall University Computing ServicesSlide 3 Background/History 70-80% of student residents bring PC to campus Fall semester startups ALWAYS painful University Computing Services (UCS) traditional efforts to communicate availability of services, and procedures, to new students and faculty –Orientation sessions and display table (some, but few, visitors) –Student “Guide to Computing at Marshall” Brochures –Presentations to UNI-101 and HON-101 classes –Presentations at residence halls –Other printed materials

August 4, 2004Marshall University Computing ServicesSlide 4 Driving Forces Student and faculty orientation – Low ROI –Lots of paper, too much paper –Little or no time for UCS to inform participants Residence Hall “Move-In” (2500 students) –Costly to print instructions –Most computers need anti-virus –Most computers need OS updates Vista 2.0 implementation –Broad implementation (all courses) –Strict requirements for browsers and plug-ins Computer viruses, worms, and other malware

August 4, 2004Marshall University Computing ServicesSlide 5 Driving Forces

August 4, 2004Marshall University Computing ServicesSlide 6 Driving Forces

August 4, 2004Marshall University Computing ServicesSlide 7 Driving Forces

August 4, 2004Marshall University Computing ServicesSlide 8 Driving Forces

August 4, 2004Marshall University Computing ServicesSlide 9 Driving Forces

August 4, 2004Marshall University Computing ServicesSlide 10 Goals Improve and maintain a healthy IT environment –Improve the security and reliability of client computers on the network Antivirus Windows updates Improve the IT “experience” for students and faculty –Prepare computers for the Vista learning environment Browser tune-up Java client –Assist student residents with connecting to MUNet –Educate and inform IT users Reduce calls to the Help Desk !!!!

August 4, 2004Marshall University Computing ServicesSlide 11 Project Timeline Early Feb 2004, first development meeting Feb – May 2004, feature and function development May 2004, testing begins (all operating systems) May 15, 2004 Super Saturday at MUGC (first CD distribution – to graduate students and faculty) Early June, 2004, finalize version 1.0 and end testing June 10, 2004, begin duplication (2000 CDs) June 15, 2004, begin distribution to Orientation classes September 2004, broad distribution to faculty/staff

August 4, 2004Marshall University Computing ServicesSlide 12 Demo

August 4, 2004Marshall University Computing ServicesSlide 13 Technology Used HTML (cross-browser and platform compatibility) –Designed for Internet Explorer and Safari web browsers Microsoft’s Security Update CD of Feb, 2004 –Supports Windows 98 and later –HTML Application (HTA) Javascript Symantec Antivirus Corporate Edition 8.1 MUNet (Cisco) VPN Client Adobe Acrobat Reader 6.0 Macromedia Flash Plug-in MUOnline’s Browser Tuneup uses ASP via Live connection

August 4, 2004Marshall University Computing ServicesSlide 14 Costs Staff time –Stakeholder meetings/discussion (120 hours) –Development (180 hours) Kudos to Mr. Ken Lester, student, College of Fine Arts –Testing (30 hours) –Distribution and Orientation Classes (45 hours) Fixed Costs –Elite 2 CD/DVD Duplicator ($4990) (today = $4390) –Pentium 4 (3 GHz) Computer with Win XP Pro ($2300) –Advanced Replacement Service ($1199 per year) Variable Costs –Printable CD-R media ($0.41 each) –Ink costs ($0.11 each) –CD Protective Sleeves ($0.01 each)

August 4, 2004Marshall University Computing ServicesSlide 15 Next Steps Next version of antivirus software More interactive Windows XP Service Pack 2 Distribution to faculty and staff (Fall ’04)

August 4, 2004Marshall University Computing ServicesSlide 16 Challenges Ahead Incorporating feedback –(all positive thus far) Fixing bugs –Report all bugs to Root Certificate issue for SAV 9.0 Windows XP Service Pack 2 (available August 24) –Space available on the CD? –Security Center –Will “complain” if Automatic Updates disabled –Firewall is on by default –IE pop-up blocker –SP2 WILL create problems

August 4, 2004Marshall University Computing ServicesSlide 17 Q & A How are other schools and colleges dealing with the problem?

August 4, 2004Marshall University Computing ServicesSlide 18 Thank You For more information send to: This presentation is online at