[358] in Resnet-Forum
Re: Support
daemon@ATHENA.MIT.EDU (Anna Tomecka, Systems Manager, x77)
Fri Sep 16 09:59:45 1994
Date: Fri, 16 Sep 1994 08:56 EST
From: "Anna Tomecka, Systems Manager, x7733" <ANNA@vax.clarku.edu>
To: resnet-forum@MIT.EDU
X-Vms-To: IN%"resnet-forum@mit.edu"
>From: IN%"ATALLEY@KENTVM.KENT.EDU" "Anita Talley" 15-SEP-1994 16:14:43.68
>To: IN%"resnet-forum@MIT.EDU"
>CC:
>Subj: Support
>
>We are in the process of having the wiring for our residence hall
>network installed. The question of support has been raised many
>times here, but what the higher-ups really want to know is:
>Who will provide support and to what extent? (net mgmt, user calls,
>troubleshooting and repair, NIC installation, etc.)
>
>The main problem here is that Computer Services is in one division
>and Residence Services is in another. Neither department wants to
>handle the tedious stuff and neither department wants to staff up
>for the job either. If your scenario fits this one, how do you
>split support? If you added staff for this at a state institution,
>how did you go about convincing whoever that more staff were needed?
>
>Any feedback would be appreciated. Thanks.
>
>_____________________________________________________________________
>
>Anita M. Talley ATALLEY@KENTVM.KENT.EDU
>Information Management Coordinator (216) 672-7000
>Dept. of Residence Services fax (216) 672-2579
>Kent State University
From: IN%"ATALLEY@KENTVM.KENT.EDU" "Anita Talley" 15-SEP-1994 16:14:43.68
To: IN%"resnet-forum@MIT.EDU"
CC:
Subj: Support
>We are in the process of having the wiring for our residence hall
>network installed. The question of support has been raised many
>times here, but what the higher-ups really want to know is:
>Who will provide support and to what extent? (net mgmt, user calls,
>troubleshooting and repair, NIC installation, etc.)
>
>The main problem here is that Computer Services is in one division
>and Residence Services is in another. Neither department wants to
>handle the tedious stuff and neither department wants to staff up
>for the job either. If your scenario fits this one, how do you
>split support? If you added staff for this at a state institution,
>how did you go about convincing whoever that more staff were needed?
>
>Any feedback would be appreciated. Thanks.
>
>_____________________________________________________________________
>
>Anita M. Talley ATALLEY@KENTVM.KENT.EDU
>Information Management Coordinator (216) 672-7000
>Dept. of Residence Services fax (216) 672-2579
>Kent State University
We are in a very similar situation except perhaps more pressing. The
wiring is already in place, we will be offering Ethernet ports to students
beginning October; haven't quite resolved the support issues yet. We are
planning on using student help as much as possible, still trying to decide how
to use them though. First, the issue of Ethernet card and software
installation - should it be done by appointment, at certain times of the day,
should we send technicians to dorm rooms, or should the students bring their
computers to OIS, etc.; next, training issues - should we run workshops, how
often, to what extent should we try to train (which software, just ftp,
telent, gopher, www, or perhaps more), what times of the day, how much of
individual training will be needed, etc.; and then, help desk and
troubleshooting problems - should we staff the dorms and have some student
consultant help availble in dorms at any time of the day, should we rely on
help provided centrally from OIS, how many student consultants will we need,
how to compensate their effort, etc. A lot of unanswered questions.
We have very little chance of expanding our OIS staff to help with supporting
the dorm project. Can we manage with just student consultant staff?
Any comments will be appreciated. Thank you.
Anna Tomecka anna@vax.clarku.edu
Systems/Network Manager (508)793-7733
Clark University
