[27523] in resnet
Re: Tablet Rollout/Policies
daemon@ATHENA.MIT.EDU (Eric Lemmons)
Tue Apr 3 15:08:38 2012
MIME-Version: 1.0
Content-Type: multipart/alternative; boundary=90e6ba53aabefdb0d204bccb00e2
Message-ID: <CAHeEVmrx7Dfxe+wGc=CmCv1TapzBRKQqofPu75KyLqb5QS_t8Q@mail.gmail.com>
Date: Tue, 3 Apr 2012 14:05:47 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Eric Lemmons <eric.lemmons@acu.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <E82B3D1044840248B34C455CD06518504D7156E3C2@MSEXCH-DB.umw.local>
--90e6ba53aabefdb0d204bccb00e2
Content-Type: text/plain; charset=windows-1252
Content-Transfer-Encoding: quoted-printable
At ACU, the only tablet we officially support at this time is the iPad.
That said, official support and practical support are often two different
things. The faculty/staff receive one either via our Mobile Learning
Initiative <http://www.acu.edu/promise/innovative/connected.html> (Managed
by our Educational Technology department) or by their own department. Those
procured via our Mobile Learning Initiative are on a 2 year replacement
cycle.
About a year ago, our facilities management department opted to move to
iPads solely for most of their staff. Most of their work is handled via a
web interface, so making the switch has been great. It's provided mobility
and the ability to look up work orders and update them easily in the field.
Each staff member has an iPad in an Otter Box. Anything that needs to be
done beyond a simple web interface that can't be done via another app is
done via a virtual desktop on a server.
For purposes of support, we use the exact same model as desktop support.
Our desktop support technicians are the ones who handle major issues that
can't be handled by our frontline staff. That said, we are able to resolve
most issue via our frontline. We are often able to get the staff/faculty
member to walk over to our front desk area for hands on frontline help with
iPads (or iPhones, or iPod touches).
For App purchases, that is completely in the hands of the faculty/staff
member. Some departments allow certain individuals to purchase apps with
University funds, others do not. In the end, it's tied to their Apple
account and is their responsibility. If something goes wrong we will help
them back up their device and restore it. Nowadays, iCloud has made that
process a lot simpler. If it's a warranty covered issue, we are an AASP and
have an iOS direct service account that allows us to process warranty
replacements on iOS devices.
We do not monitor or deal with any major enterprise level management with
the devices. We do utilize the iPhone Configuration Utility (free from
Apple) to create profiles for certain groups, but it's not a required piece
on the device.
We also have a lot of online "Tier 0" support items that we direct folks
to. We hand out iOS devices to all our students as well so we utilize the
same documentation there.
With regards to data plans, those are handled a couple ways. Some folks are
given a monthly stipend to pay for the data plan. In this case, anything
over that stipend comes out of their pocket. Some folks have it paid for by
the department, overages are dealt with by their management as they see
fit. We have WiFi covering the whole of campus, so some are told that a
data plan would be for personal use only and thus they would have to pay
for it if they want it. Others simply don't get a data plan, as they can
use the WiFi on campus.
If you have any questions about any of this, please let me know.
-Eric Lemmons
On Tue, Apr 3, 2012 at 11:39 AM, Deborah Hovey Boutchyard (dhovey) <
dhovey@umw.edu> wrote:
> We=92re starting to flesh out this question and find ourselves struggling=
.
> Right now users are bringing in whatever they want to use- some Universit=
y
> owned, some personal, and the expectation is that we will make them all
> work on our network! The University is purchasing iPads with and without
> data plans and simply wagging a finger when the limit is exceeded. So we
> have no formalized rollout of any kind =96 this issue has been very hard =
to
> get our arms around, so I=92m very interested in your responses.****
>
> ** **
>
> Deb****
>
> UMW****
>
> ** **
>
> *From:* Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] *On Behalf Of *Ran=
dall
> C Grimshaw
> *Sent:* Tuesday, April 03, 2012 12:24 PM
> *To:* RESNET-L@LISTSERV.ND.EDU
> *Subject:* Re: Tablet Rollout/Policies****
>
> ** **
>
> One issue that surfaced near the top during a recent discussion was app
> maintenance. When it comes time to update (or reinstall) an app - it is
> very difficult to even remember the ID, much less the password that was
> used. And there were questions about app/device ownership should you go t=
he
> route where each users individual staff ID is used and the added
> difficulties using staff IDs ..... ****
>
> ** **
>
> Randall Grimshaw rgrimsha@syr.edu****
>
> ****
> ------------------------------
>
> *From:* Resnet Forum [RESNET-L@LISTSERV.ND.EDU] on behalf of Steven Meads
> [steven.meads@uwrf.edu]
> *Sent:* Tuesday, April 03, 2012 11:56 AM
> *To:* RESNET-L@LISTSERV.ND.EDU
> *Subject:* Tablet Rollout/Policies****
>
> Hello,****
>
> ****
>
> Anyone willing to share their campus experience supporting or rolling out
> tablets?****
>
> ****
>
> We are just beginning to formulate an official stance and build policies.
> Items we are looking at:****
>
> ****
>
> =B7 Application procurement, how is this being done at an
> enterprise level, how is it managed? Some schools in the UW System are
> using gift cards and central generic accounts to add all applications, no=
t
> sure how efficient this is?****
>
> ****
>
> =B7 Who pays for the devices? We thought a deterrent to =93the co=
ol
> factor=94 would be to put the cost back on individual departments to pay =
for
> them, instead of including them in our computer rotation plan.****
>
> ****
>
> =B7 How are these being centrally managed? We have an AD
> environment, planning on using ADmitMac for managing our Macs, but not su=
re
> how effective this will be for Ipads.****
>
> ****
>
> =B7 If you allow 3G models, how are you preventing faculty/staff
> from quota overages, resulting in extra charges?****
>
> ****
>
> =B7 Are these devices being added as =93accessories=92 to a norma=
l
> desktop? Aside from Android and Ipads, we=92ve tested a few Windows Table=
ts,
> but these are much more expensive and would need to be considered as
> desktop replacements.****
>
> ****
>
> =B7 What is your support model? With Android/Ipad=92s we were
> thinking we would reset any device which is having problems, and then hav=
e
> the customer pull their apps back down?****
>
> ****
>
> =B7 Do you limit the devices to certain models, or do you allow
> individuals to choose the model of their choice?****
>
> ****
>
> =B7 What are the primary reasons your users want the devices? Or =
is
> it just convenience? We are struggling to understand the exact need****
>
> ****
>
> If anyone would be willing to share pieces of your experience I would be
> much obliged.****
>
> ****
>
> Thank you,****
>
> ****
>
> Steven Meads****
>
> Student Support Coordinator****
>
> Division of Technology Services****
>
> University of Wisconsin =96 River Falls****
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list. ****
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html____________________________=
_______________________
> ****
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list. ****
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html____________________________=
_______________________
> ****
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html____________________________=
_______________________
>
--=20
Eric Lemmons
Hardware Repair Coordinator
Team55 Repair Coordinator
ACU Technology Support Services
eric.lemmons@acu.edu
325.674.2881
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--90e6ba53aabefdb0d204bccb00e2
Content-Type: text/html; charset=windows-1252
Content-Transfer-Encoding: quoted-printable
At ACU, the only tablet we officially support at this time is the iPad. Tha=
t said, official support and practical support are often two different thin=
gs. The faculty/staff receive one either via our <a href=3D"http://www.acu.=
edu/promise/innovative/connected.html">Mobile Learning Initiative</a> (Mana=
ged by our Educational Technology department) or by their own department. T=
hose procured via our Mobile Learning Initiative are on a 2 year replacemen=
t cycle.<div>
<br></div><div>About a year ago, our facilities management department opted=
to move to iPads solely for most of their staff. Most of their work is han=
dled via a web interface, so making the switch has been great. It's pro=
vided mobility and the ability to look up work orders and update them easil=
y in the field. Each staff member has an iPad in an Otter Box. Anything tha=
t needs to be done beyond a simple web interface that can't be done via=
another app is done via a virtual desktop on a server.<br>
<div><br></div><div>For purposes of support, we use the exact same model as=
desktop support. Our desktop support technicians are the ones who handle m=
ajor issues that can't be handled by our frontline staff. That said, we=
are able to resolve most issue via our frontline. We are often able to get=
the staff/faculty member to walk over to our front desk area for hands on =
frontline help with iPads (or iPhones, or iPod touches).</div>
<div><br></div><div>For App purchases, that is completely in the hands of t=
he faculty/staff member. Some departments allow certain individuals to purc=
hase apps with University funds, others do not. In the end, it's tied t=
o their Apple account and is their responsibility. If something goes wrong =
we will help them back up their device and restore it. Nowadays, iCloud has=
made that process a lot simpler. If it's a warranty covered issue, we =
are an AASP and have an iOS direct service account that allows us to proces=
s warranty replacements on iOS devices.</div>
<div><br></div><div>We do not monitor or deal with any major enterprise lev=
el management with the devices. We do utilize the iPhone Configuration Util=
ity (free from Apple) to create profiles for certain groups, but it's n=
ot a required piece on the device.</div>
<div><br></div><div>We also have a lot of online "Tier 0" support=
items that we direct folks to. We hand out iOS devices to all our students=
as well so we utilize the same documentation there.</div><div><br></div>
<div>With regards to data plans, those are handled a couple ways. Some folk=
s are given a monthly stipend to pay for the data plan. In this case, anyth=
ing over that stipend comes out of their pocket. Some folks have it paid fo=
r by the department, overages are dealt with by their management as they se=
e fit. We have WiFi covering the whole of campus, so some are told that a d=
ata plan would be for personal use only and thus they would have to pay for=
it if they want it. Others simply don't get a data plan, as they can u=
se the WiFi on campus.</div>
<div><br></div><div>If you have any questions about any of this, please let=
me know.</div><div><br></div><div>-Eric Lemmons<br><br><div class=3D"gmail=
_quote">On Tue, Apr 3, 2012 at 11:39 AM, Deborah Hovey Boutchyard (dhovey) =
<span dir=3D"ltr"><<a href=3D"mailto:dhovey@umw.edu">dhovey@umw.edu</a>&=
gt;</span> wrote:<br>
<blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1p=
x #ccc solid;padding-left:1ex"><div lang=3D"EN-US" link=3D"blue" vlink=3D"p=
urple"><div><p class=3D"MsoNormal"><span style=3D"color:#1f497d">We=92re st=
arting to flesh out this question and find ourselves struggling.=A0 Right n=
ow users are bringing in whatever they want to use- some University owned, =
some personal, and the expectation is that we will make them all work on ou=
r network!=A0 The University is purchasing iPads with and without data plan=
s and simply wagging a finger when the limit is exceeded.=A0 So we have no =
formalized rollout of any kind =96 this issue has been very hard to get our=
arms around, so I=92m very interested in your responses.<u></u><u></u></sp=
an></p>
<p class=3D"MsoNormal"><span style=3D"color:#1f497d"><u></u>=A0<u></u></spa=
n></p><p class=3D"MsoNormal"><span style=3D"color:#1f497d">Deb<u></u><u></u=
></span></p><p class=3D"MsoNormal"><span style=3D"color:#1f497d">UMW<u></u>=
<u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"color:#1f497d"><u></u>=A0<u></u></spa=
n></p><div><div style=3D"border:none;border-top:solid #b5c4df 1.0pt;padding=
:3.0pt 0in 0in 0in"><p class=3D"MsoNormal"><b><span style=3D"font-size:10.0=
pt;font-family:"Tahoma","sans-serif"">From:</span></b><=
span style=3D"font-size:10.0pt;font-family:"Tahoma","sans-se=
rif""> Resnet Forum [mailto:<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU=
" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>] <b>On Behalf Of </b>Randa=
ll C Grimshaw<br>
<b>Sent:</b> Tuesday, April 03, 2012 12:24 PM<br><b>To:</b> <a href=3D"mail=
to:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>=
<br><b>Subject:</b> Re: Tablet Rollout/Policies<u></u><u></u></span></p></d=
iv>
</div><div><div class=3D"h5"><p class=3D"MsoNormal"><u></u>=A0<u></u></p><d=
iv><p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"=
;Tahoma","sans-serif"">One issue that surfaced near the top =
during a recent discussion was app maintenance. When it comes time to updat=
e (or reinstall) an app - it is very difficult to even remember the ID, muc=
h less the password that was used. And there were questions about app/devic=
e ownership should you go the route where each users individual staff ID is=
used and the added difficulties using staff IDs ..... <u></u><u></u></span=
></p>
<div><p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&qu=
ot;Tahoma","sans-serif""><u></u>=A0<u></u></span></p><div><p=
class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Taho=
ma","sans-serif"">Randall Grimshaw <a href=3D"mailto:rgrimsh=
a@syr.edu" target=3D"_blank">rgrimsha@syr.edu</a><u></u><u></u></span></p>
</div><div><p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-fami=
ly:"Tahoma","sans-serif"">=A0<u></u><u></u></span></p><=
/div></div><div><div class=3D"MsoNormal" align=3D"center" style=3D"text-ali=
gn:center">
<span style=3D"font-size:12.0pt;font-family:"Times New Roman",&qu=
ot;serif""><hr size=3D"2" width=3D"100%" align=3D"center"></span></div=
><div><p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><b><span style=
=3D"font-size:10.0pt;font-family:"Tahoma","sans-serif""=
>From:</span></b><span style=3D"font-size:10.0pt;font-family:"Tahoma&q=
uot;,"sans-serif""> Resnet Forum [<a href=3D"mailto:RESNET-L@LIST=
SERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>] on behalf of S=
teven Meads [<a href=3D"mailto:steven.meads@uwrf.edu" target=3D"_blank">ste=
ven.meads@uwrf.edu</a>]<br>
<b>Sent:</b> Tuesday, April 03, 2012 11:56 AM<br><b>To:</b> <a href=3D"mail=
to:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>=
<br><b>Subject:</b> Tablet Rollout/Policies</span><span style=3D"font-size:=
12.0pt;font-family:"Times New Roman","serif""><u></u><u=
></u></span></p>
</div><div><div><p class=3D"MsoNormal"><span style>Hello,<u></u><u></u></sp=
an></p><p class=3D"MsoNormal"><span style>=A0<u></u><u></u></span></p><p cl=
ass=3D"MsoNormal"><span style>Anyone willing to share their campus experien=
ce supporting or rolling out tablets?<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>=A0<u></u><u></u></span></p><p class=3D"=
MsoNormal"><span style>We are just beginning to formulate an official stanc=
e and build policies.=A0 Items we are looking at:<u></u><u></u></span></p><=
p class=3D"MsoNormal">
<span style>=A0<u></u><u></u></span></p><p><span style=3D"font-family:Symbo=
l">=B7</span><span style=3D"font-size:7.0pt;font-family:"Times New Rom=
an","serif"">=A0=A0=A0=A0=A0=A0=A0=A0 </span><span style>App=
lication procurement, how is this being done at an enterprise level, how is=
it managed? Some schools in the UW System are using gift cards and central=
generic accounts to add all applications, not sure how efficient this is?<=
u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>=A0<u></u><u></u></span></p><p><span sty=
le=3D"font-family:Symbol">=B7</span><span style=3D"font-size:7.0pt;font-fam=
ily:"Times New Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0=
</span><span style>Who pays for the devices? We thought a deterrent to =93=
the cool factor=94 would be to put the cost back on individual departments =
to pay for them, instead of including them in our computer rotation plan.<u=
></u><u></u></span></p>
<p><span style>=A0<u></u><u></u></span></p><p><span style=3D"font-family:Sy=
mbol">=B7</span><span style=3D"font-size:7.0pt;font-family:"Times New =
Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0 </span><span style>=
How are these being centrally managed? We have an AD environment, planning =
on using ADmitMac for managing our Macs, but not sure how effective this wi=
ll be for Ipads.<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>=A0<u></u><u></u></span></p><p><span sty=
le=3D"font-family:Symbol">=B7</span><span style=3D"font-size:7.0pt;font-fam=
ily:"Times New Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0=
</span><span style>If you allow 3G models, how are you preventing faculty/=
staff from quota overages, resulting in extra charges?<u></u><u></u></span>=
</p>
<p><span style>=A0<u></u><u></u></span></p><p><span style=3D"font-family:Sy=
mbol">=B7</span><span style=3D"font-size:7.0pt;font-family:"Times New =
Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0 </span><span style>=
Are these devices being added as =93accessories=92 to a normal desktop? Asi=
de from Android and Ipads, we=92ve tested a few Windows Tablets, but these =
are much more expensive and would need to be considered as desktop replacem=
ents.<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>=A0<u></u><u></u></span></p><p><span sty=
le=3D"font-family:Symbol">=B7</span><span style=3D"font-size:7.0pt;font-fam=
ily:"Times New Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0=
</span><span style>What is your support model? With Android/Ipad=92s we we=
re thinking we would reset any device which is having problems, and then ha=
ve the customer pull their apps back down?<u></u><u></u></span></p>
<p><span style>=A0<u></u><u></u></span></p><p><span style=3D"font-family:Sy=
mbol">=B7</span><span style=3D"font-size:7.0pt;font-family:"Times New =
Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0 </span><span style>=
Do you limit the devices to certain models, or do you allow individuals to =
choose the model of their choice?<u></u><u></u></span></p>
<p><span style>=A0<u></u><u></u></span></p><p><span style=3D"font-family:Sy=
mbol">=B7</span><span style=3D"font-size:7.0pt;font-family:"Times New =
Roman","serif"">=A0=A0=A0=A0=A0=A0=A0=A0 </span><span style>=
What are the primary reasons your users want the devices? Or is it just con=
venience? We are struggling to understand the exact need<u></u><u></u></spa=
n></p>
<p><span style>=A0<u></u><u></u></span></p><p class=3D"MsoNormal"><span sty=
le>If anyone would be willing to share pieces of your experience I would be=
much obliged.<u></u><u></u></span></p><p class=3D"MsoNormal"><span style>=
=A0<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>Thank you,<u></u><u></u></span></p><p cl=
ass=3D"MsoNormal"><span style>=A0<u></u><u></u></span></p><p class=3D"MsoNo=
rmal"><span style>Steven Meads<u></u><u></u></span></p><p class=3D"MsoNorma=
l"><span style>Student Support Coordinator<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>Division of Technology Services<u></u><u=
></u></span></p><p class=3D"MsoNormal"><span style>University of Wisconsin =
=96 River Falls<u></u><u></u></span></p></div><p class=3D"MsoNormal"><span =
style=3D"font-size:12.0pt;font-family:"Times New Roman","ser=
if"">___________________________________________________ You are subsc=
ribed to the ResNet-L mailing list. <u></u><u></u></span></p>
<p><span style>To subscribe, unsubscribe or search the archives, go to <a h=
ref=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">htt=
p://LISTSERV.ND.EDU/archives/resnet-l.html</a> ____________________________=
_______________________ <u></u><u></u></span></p>
</div></div></div><p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;fo=
nt-family:"Times New Roman","serif"">__________________=
_________________________________ You are subscribed to the ResNet-L mailin=
g list. <u></u><u></u></span></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV=
.ND.EDU/archives/resnet-l.html</a> ________________________________________=
___________ <u></u><u></u></p>
</div></div></div></div><div class=3D"HOEnZb"><div class=3D"h5">___________=
________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
</p></div></div></blockquote></div><br><br clear=3D"all"><div><br></div>-- =
<br>Eric Lemmons<br>Hardware Repair Coordinator<br>Team55 Repair Coordinato=
r<br>ACU Technology Support Services<br><a href=3D"mailto:eric.lemmons@acu.=
edu" target=3D"_blank">eric.lemmons@acu.edu</a><br>
325.674.2881<br>
</div></div>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--90e6ba53aabefdb0d204bccb00e2--
