1. Information Technology at Emory Information Technology Division Technical Services Happy St. Patrick’s Day

2. Information Technology at Emory Information Technology Division Technical Services IT Briefing Agenda 3/17/05 Exchange Update Web Services Update Remedy Overview SPAM Upgrade Email AV Diagram John Ellis Eric Vanwieren Karen Jenkins Jay Flanagan Tommy Stripling

3. Information Technology at Emory Exchange & Web Services

4. Information Technology at Emory Remedy Overview Karen Jenkins

5. Information Technology at Emory Information Technology Division Technical Services Background BMC is the parent vendor organization –IT Management organization –Also owns Magic, Control-SA, Patrol, Marimba, etc. EMS is the professional and support services provider –Specializes specifically in Remedy

6. Information Technology at Emory Information Technology Division Technical Services Improvements Works with ITD technical standards Both a client and web-based solution More friendly GUI interface Easily customizable (Views) More accurate reporting Bulletin board and flashboard capability IT Management Solution –Call tracking is only one component …

7. Information Technology at Emory Information Technology Division Technical Services Action Request System Change Management Help Desk Service Level Agreements Asset Management Remedy IT Service Management

8. Information Technology at Emory Information Technology Division Technical Services Planning & Implementation Teams Campus team: –Michael Derry, Weiming Lu, David Westin, Chris Boswell, Kyle D’Mellow, Moses Adrien, Stephen Wimberly, Eddie Parsons, Beth Reichle, Michael Raper, William Bryant Infrastructure team: –Bruce Anderson, Karla Fields, Mark Parten Application development team: –Andrew Kincaid, Al Shelton

9. Information Technology at Emory Information Technology Division Technical Services Development Architecture

10. Information Technology at Emory Information Technology Division Technical Services Help Desk Module Help Desk (Phase 1) –Break/fix support request –Problem management Change Request (Partial in Phase 1) –Requires approval –or- –Something that requires multiple tasks Asset Tracking (later) –Manual population of client asset information

11. Information Technology at Emory Information Technology Division Technical Services Phase 2 (summer) Service Levels Escalations Defined Change Requests –Based upon defined business processes (new hire, virus, etc.) Begin Asset examination Other customizations –Emailing from within the app

12. Information Technology at Emory Information Technology Division Technical Services Severity Levels Single User Department Building Campus

13. Information Technology at Emory Information Technology Division Technical Services Priority Levels (trigger escalations) Low –Lowest priority (default value). Normal –Respond to the incident after high and critical incidents are resolved. High –The incident should be handled before the normal incidents. Typically this incident would affect multiple users or a VIP. Critical –Highest Priority. Reserved for ITD and NetCom. Enterprise Service or Network is down.

14. Information Technology at Emory Information Technology Division Technical Services Help Desk Ticket Status New Assigned WIP – Work In Progress Pending Resolved Closed

15. Information Technology at Emory Information Technology Division Technical Services Category Type Item (CTI) Tree Category (noun) –Short list (no more than 10-12) of main classification … University Application, Desktop Software, Security, Network, etc. Type (noun) –List of types for a given Category … Blackboard, Emory Email, PeopleSoft, etc. Item (verb) –List of action items for a given Category + Type … slow, down, upgrade, backup, etc.

16. Information Technology at Emory Information Technology Division Technical Services Categories University Applications Infrastructure Security Network Desktop Software Hardware Server Operating Systems

17. Information Technology at Emory Information Technology Division Technical Services HELP DESK CHANGE REQUEST CTI Examples University ApplicationEmory EmailSlow CategoryTypeItem SecurityVirusWork Request NetworkPortDisable InfrastructureLDAPDown Desktop SoftwareVirusRepair

18. Information Technology at Emory Information Technology Division Technical Services Location Information Information to identify the location of the requestor for purposes of ticket assignment Typically referred to as Region, Site Department (RSD) Location and person information updated nightly via ESD NEED INPUT FROM CAMPUS RE: SUPPORTED DEPARTMENTS

19. Information Technology at Emory Information Technology Division Technical Services Ticket Assignment Automated workflow within Remedy to minimize work load, error, and guess work with ticket assignment Based upon two areas: –CTI (Category, Type, Item) –RSD (Location Information)

20. Information Technology at Emory Information Technology Division Technical Services

21. Information Technology at Emory Information Technology Division Technical Services

22. Information Technology at Emory Information Technology Division Technical Services

23. Information Technology at Emory Information Technology Division Technical Services

24. Information Technology at Emory Information Technology Division Technical Services Customer Satisfaction Survey Stretch goal for Phase 1 Quick survey on ticket close Examples (Strongly Agree … Strongly Disagree) –Was the service provided timely? –Was the technician knowledgeable? –Was the problem solved to your satisfaction? –Was the technician friendly?

25. Information Technology at Emory Information Technology Division Technical Services Initial Notifications Notification methods: –Email, pager, alert –Customized per user Assignment => all members of the group will receive notifications Pending => end user Resolve => end user (with 7 day note) Close => end user (with survey link)

26. Information Technology at Emory Information Technology Division Technical Services Views & Homepages Initially will develop basic views Custom and additional views developed as requested in phase 2 –Teams can have a different view based upon their needs

27. Information Technology at Emory Information Technology Division Technical Services Status Data import –CTI information (~85%) –Person data (95%) –Location data (95%) –Magic data (0%) Assignment matrix –CTI assignments (~90%) –Location assignments (~70%) LDAP integration (~50%) Interface (~50%)

28. Information Technology at Emory Information Technology Division Technical Services Phase 1 Schedule Out of the box help desk module functionality - March 31 st Development “playground” for ITD and campus - April 1- April 30 –Modification requests submitted using Remedy (University Applications, Remedy, Feature Request) Cut-over – May 9th

29. Information Technology at Emory Information Technology Division Technical Services

30. Information Technology at Emory Information Technology Division Technical Services

31. Information Technology at Emory Spam Product Upgrade Jay D. Flanagan Security Team Lead Tech Services / ITD

32. Information Technology at Emory Information Technology Division Technical Services Spam Trend Micro SPS –our current implementation is version 1 –updates are no longer available –filter via X-pstn-spam: Y in email header –the latest version does not mark email headers with X-pstn-spam: Y

33. Information Technology at Emory Information Technology Division Technical Services Current Headers

34. Information Technology at Emory Information Technology Division Technical Services Spam Product Upgrade Headers have changed New filters will need to be implemented Options –Subject Line –Use new header information

35. Information Technology at Emory Information Technology Division Technical Services Option One Filter against subject line –prepend subject line with “SPAM” or other unique identifier

36. Information Technology at Emory Information Technology Division Technical Services Option Two Filter against new header markings – X-imss-result has 7 possibilities: Blocklist Commercial_... MMF_... (Make Money Fast) Porn_... Racist_... Default Passed –Commercial, MMF, Porn, and Racist each have 4 possibilities: Confident, Least Confident, Most Confident, Very Confident

37. Information Technology at Emory Information Technology Division Technical Services New Headers

38. Information Technology at Emory Information Technology Division Technical Services

39. Information Technology at Emory Email Anti- Virus Scanning Tommy Stripling

40. Information Technology at Emory Information Technology Division Technical Services