Information and Communication Technologies Service STIC Beln Gimnez

Information and Communication Technologies Service (STIC) Belén Giménez belen@ual. es Raúl Martínez raul@ual. es Portada University of Almeria IT Department

Index Structure How we work: ITIL What we offer Services Current and Recent Projects What we have Servers Network Infrastructure Security Management Services Monitoring 2 IT Department

Structure (I) 3 IT Department

Structure (II) ü Systems and User Support Area – Servers – Operating Systems – Security Systems – Databases. – PC maintenance – Peripheral equipment purchases ü Teaching Support Area 4 – Computer Labs – Free Access Computer Room – Audiovisual equipment Staff 14 people: 1 Head, 4 Section Chief, 9 Technicians) Staff 15 people: 1 Head, 1 Section Chief, 13 Technicians) IT Department

Structure (III) ü Development Area – Software Applications – Institutional Website ü Networking Area 5 – Communications (Data & Voice) Networks – Networking Services Staff 17 people: 1 Head , 5 Section Chief, 11 Technicians) Staff 7 people: 1 Head, 3 Section Chief, 3 Technicians) IT Department

How we work – ITIL (I) q ITIL (IT Infrastructure Library) is the most widely accepted and used best practice IT service management framework in the world. q It provide us a way to improve the quality and efficiency of our customer-focus service management. 6 IT Department

How do we work - ITIL 7 IT Department

How do we work - ITIL 8 IT Department

How we work – ITIL (II) Evolution Service Desk 120 Global ITIL 100 Incident Mgmt. 80 Security Mgmt. Problem Mgmt. 60 40 20 IT Service Continuity Mgmt. Change Mgmt. 0 abr-10 nov-14 Goal Availability Mgmt. Release Mgmt. Capacity Mgmt. Financial Mgmt. 9 Configuration Mgmt. Service Level Mgmt. IT Department

How we work – ITIL (III) Improvement IT Users User Satisfaction tickets Answer closed Level Users Requests Time 28000 9. 00 14. 00 26000 12. 00 8. 50 8. 61 11. 89 11. 42 24000 11. 46 8. 13 10. 00 8. 00 22000 7. 87 8. 2 7. 37 18000 6. 00 4. 00 10 19200 18702 6. 82 17651 7. 02 6. 85 14000 6. 50 2. 00 12000 6. 00 10000 0. 00 21590 7. 87 8. 00 20000 7. 50 7. 00 16000 8. 69 13342 2008 2011 2009 2010 2012 2011 2012 2013 2014 2015 IT Department

How we work – ITIL (IV) ü Software q OTRS: ticket management and Knowledge Database q Redmine: project planning and management q Alfresco: document repository 11 IT Department

Herramientas de apoyo 12 IT Department

What we offer - Services Ø Administrative Management Support: Access to Management Software & Software development Ø e-Government Ø IT Consulting Ø Content Management System (CMS) & Institutional Website Ø Researching & Teaching support: Computer Labs, Software, Multimedia equipment Ø PC: Software Licenses Management , Repairing and Maintenance, Antivirus Ø Housing Ø Network connection: at University, at Home, Wi-Fi Ø e-Mail Ø File & Printer Servers Ø Telephony Services (analogical and IP) 13 IT Department

What we offer – Current and recent Projects q Improve WIFI network capabilities q Staff (PAS/PDI) Mail migration to the cloud (Google) q VIGIA Project (services and infrastructure monitoring) q Classrooms ICT equipment Renewal q Online Payments Development q e-Government Development q U Move development. Mobility Management Application q Institutional Web Redesign and Migration (CMS) q IT Service Continuity Management Implementation 14 IT Department

Infrastructure & Equipment ü Central Servers q ≈ 150 Physical Servers q ≈ 20 Virtual Servers ü Computer Labs q 19 Computer Labs (419 computers) q 2 Open Access Computer Rooms (70 computers) q 1 Virtual Open Access Lab (50 virtual connections) ü Network q 29 Buildings connected to network q 1 Remote Agricultural Research Center q ≈ 200 Network Devices q Wi-Fi in the whole Campus: ≈ 450 Access Points ü Telephony & Voice Network q 1 Private Branch Exchange (PBX) Ibercom AASTRA MX-ONE (1300 extensions) q 2 Telephony over IP (To. IP) Servers with Asterisk (280 extensions) 15 IT Department

Servers (I) ü Operating Systems q Linux Red Hat / Cent. OS q Windows Server 2003 / 2008 ü Manufacturers q HP ü Data Sheet q Intel/AMD processors q Blade architecture q Separate environments: Testing & Production/Preproduction q Clusters ü Virtual Servers q VMWare ü Backups q 1 incremental copy daily q Full copy on weekends 16 IT Department

Servers (2010) Cluster HP Integrity rx 4640 2 x Cluster HP BL 685 c G 6 4 x HP rx 4660 Itanium 2 @1, 6 Ghz, 8 GB RAM 4 x AMD Opteron @2, 6 Ghz, 16 GB RAM Cluster Sun Fire 280 R – 2 x Sun Fire V 240 2 x Ultra. Sparc. II @750 Mhz, 2 GB RAM 2 x Ultra. Sparc. III @1 Ghz, 2 GB RAM 2 x Ultra. Sparc. IIIi @1, 5 Ghz, 2 GB RAM Cabina de almacenamiento Sun Stor. Edge 3510 5 x 73 GB discos FC 10 K Cluster HP BL 685 c G 1 Compaq DS 20 4 x AMD Opteron @2, 6 Ghz, 8 GB RAM Alpha @800 Mhz, 1 GB RAM 10 x Proliant BL 20 p G 2 Cluster Compaq ML 530 2 x PIII Xeon @800 Mhz, 2 GB RAM 2 x PIII Xeon @3, 06 Ghz, 28 GB RAM 14 x Proliant BL 20 p G 3 IBM Net. Finity 31 x Proliant BL 460 c G 1 2 x PII Xeon @266 Mhz, 512 MB RAM 2 x Xeon Quad. Core, 8 GB RAM 2 x PIII Xeon @3, 6 Ghz, 2 -8 GB RAM Servidores de Correo Electrónico y Servicios Web Librerías MSL 5030 y MSL 4080 Compaq DS 20 DG Aviion 2300 2 x Alpha @800 Mhz, 2 GB RAM 2 x PIII @300 Mhz, 768 MB RAM 4 drives, 60 slots Sistema de almacenamiento HP EVA 3000 56 x 300 GB discos FC 10 K Servidores de Gestión Universitaria 17 Servidores de Biblioteca Compaq Proliant ML 580 2 x Xeon Quad. Core, HP BL 460 c 8 GB RAM 3 x PIII Xeon @800 Mhz, 2 GB RAM Servidores de Investigación y Docencia IT Department

Network Infrastructure (I) ü Network Infrastructure q Internet Connection: 10 Gbps q Backbone: 10 Gbps q Wireless Network: 802. 11 a/g/n/ac ü Manufacturers q CISCO q ENTERASYS/EXTREME NETWORKS ü Data Sheet q 12, 24, 48 port switches q 100 m, 1 Gb, 10 Gb interfaces q Cupper or fiber 1 Gb/10 Gb links q Power over Ethernet (Po. E) 18 IT Department

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Security (I) ü PERIMETRAL SECURITY q Firewall/IDS/Routers ü SWITCHES q Unified Security Access q Security Specific Configurations ü VLANs: NETWORK SEGMENTATION q Profile/VLAN/IP Network q Public and Private Addressing q DMZ ü SERVERS q IPTables 20 IT Department

INTERNET NOT MANAGED SERVERS VPN EXTERNAL SERVERS GUEST Central Firewal l INTERNAL SERVERS PAS/PDI (Staff) Enterasys S 8 INT. SERVER MGMT. Development 21 Enterasys S 8 COMPUTER LABS EXT. SERVER MGMT. NETWORK MGMT. 192. 168. 148. 0/24 192. 168. 149. 0/24 192. 168. 150. 0/24 Depart. ABD 192. 168. 151. 0/24 192. 168. 152. 0/24 EPS 192. 168. 153. 0/24 Depart. C 192. 168. 154. 0/24 192. 168. 155. 0/24 CAE 192. 168. 157. 0/24 CITEII 192. 168. 158. 0/24 192. 168. 159. 0/24 192. 168. 160. 0/24 CITEIV 192. 168. 161. 0/24 CIESOL 192. 168. 162. 0/24 Campo Practicas 192. 168. 163. 0/24 CC. Salud 192. 168. 164. 0/24 Servicios. Técnicos 192. 168. 211. 0/24 Química 192. 168. 212. 0/24 CITEIII 192. 168. 118. 0/24 192. 168. 119. 0/24 Biblioteca 192. 168. 120. 0/24 Guardería 192. 168. 15. 0/24 Pabellón-Piscina 192. 168. 25. 0/24 Wi. Fi Personal 192. 168. 12. 0/24 IT Department OTHERS Vo. IP IT Department

Security (II) ü USERS q One Password q Strict Password Policy ü E-MAIL q Encrypted & Authenticated q Antivirus & Antispam ü Wi-Fi / VPN q Coded Communications q Profile Access ü COMPUTER LABS q MAC Assignment q Network Segments Isolation: Teacher Computer – Students Computers ü USERS COMPUTERS q Computer freezing (as request) q Antivirus 22 IT Department

Services & Infrastructure Monitoring (I) We realize monitoring tasks with network as well as with servers and services 23 IT Department

Services & Infrastructure Monitoring (II) ü VIGIA Project Integral Infrastructure & Services Monitoring System, based on Hyperic q Monitor network infrastructures, services y servers q Alert Management and Delivery System q Updated info about equipment use and performance 24 IT Department

Contraportada 25 IT Department