The Technical Services Stuff in IT Services A

The Technical Services Stuff in IT Services A brief tour of the technical and service offering plethora – who knew? ? Technology Training Services October 2009 1 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Course Goals • To help you integrate into IT Services by gaining the technical and service-oriented knowledge needed to be more productive. • To improve your awareness of and promote the services, resources, and tools that the various groups within IT Services provide (to the campus at-large and also within IT Services). • To provide a functional overview of the services and products, and how they interrelate across computing organizations and why they are important to the campus as well as IT Services. page 2 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Course Agenda The technical overview of the services provided by each of the main divisions within IT Services • • Strategic Planning Human Resources Architecture Research Computing Services Communication Services Client Support Business Services page 3 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Administrative Guide Policies § Policies: http: //adminguide. stanford. edu/ • • • Admin Guide 1: University Code of Conduct Admin Guide 61: Administrative Computing Systems Admin Guide 62: Computer and Network Usage Policy Admin Guide 63: Information Security Admin Guide 64: Identification and Authentication Systems Admin Guide 66: Chat Rooms and Other Forums Using Stanford Domains or Computer Services Admin Guide 67: Information Security Incident Response Admin Guide 81. 1: Telecommunication Services Admin Guide 81. 3: Provision of Mobile Equipment and Related Services Admin Guide 84: Credit Card Acceptance and Processing page 4 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

HIPAA and FERPA § HIPAA (Health Information Privacy and Security) • http: //hipaa. stanford. edu/ • Protects the privacy of an individual’s health information and govern the way certain health care providers and benefits plans collect, maintain, use and disclose protected health information (“PHI”). • Be sure appropriate procedures are maintained to ensure that the HIPAA privacy and security rules are followed. § FERPA (Family Educational Rights and Privacy Act) • http: //ferpa. stanford. edu • Provides students the right to consent to disclosures of personally identifiable information contained in the student’s education records. • Students, faculty, and others with questions regarding student records should contact the Office of the University Registrar. page 5 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Security Issues § Important security concepts all IT Services employees need to know and understand: • Admin Guide 63 • Data Classification (Confidential, Restricted, Prohibited) http: //www. stanford. edu/group/security/securecomputing/dataclass_chart. html • Encryption • Passwords: always use a secure connection when sending your password! • • • Kerberos Secure Socket Layers (SSL) and Secure SHell (SSH) Stanford Desktop Tools • Computers: be aware of how to encrypt the contents of your computer! • • • Stanford Whole Disk Encryption: (SWDE) http: //www. stanford. edu/services/encryption/wholedisk/index. html Windows: http: //securecomputing. stanford. edu/pc_file_encryption. html Mac: File. Vault (System Preferences > Security > File. Vault) page 6 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

IT Services Organization Chart page 7 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

IT Services Organization Chart page 8 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: SUNet IDs § Stanford University Network IDentifier • • • 3 -8 character identifier Permanent – cradle to grave – but aliases allowed! Not private and not anonymous Your “golden key” to online services Password – change every 180 days http: //sunetid. stanford. edu page 9 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Workgroup Manager § Web application § Defines groups of community members for use on restricted web pages or applications § Workgroups are: • • Lists of members in a group Identified by their SUNet IDs Given a name that uniquely identifies them. Replicated into the Active Directory (AD) – more on AD later! A workgroup may also contain subgroups! page 10 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Types of Workgroups § 3 types of workgroups: 1. System-maintained workgroups: (students) stanford: faculty (faculty) stanford: staff (staff) stanford: student (faculty and students) stanford: administrative (staff and faculty) stanford: stanford (students, faculty, and staff) stanford: academic 2. Department workgroups (often identified by the department’s assigned stem) organization: businessaffairs_its gsb: affiliates helpdesk: consultants 3. Individual workgroups (identified by the owner’s SUNet ID preceded by a tilde ~) ~jdoe: book_exchange ~instr: friends ~santa: naughty_children § Using workgroups (with Webauth, for example) in a. htaccess file: Auth. Type Web. Auth require privgroup stanford: staff require privgroup its: directors Auth. Type Web. Auth require privgroup ~instr: friends page 11 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Kerberos § Kerberos: • A network authentication system for use on physically insecure networks. • The heart of Stanford’s campus-wide network security infrastructure. • Prevents eavesdropping or replay attacks. • Provides for data stream integrity (detection of modification) • Prevents unauthorized reading of data using cryptography systems such as the Data Encryption Standard. • Is the official method for authentication at Stanford (see Admin Guide 64) page 12 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Kerberos–A Screencast on How It Works From Password to Service Request to Service Ticket Screencast Played Here page 13 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Establishing Kerberos Credentials § Windows: • • • § Macs: • • • § Kerberos for Macintosh (runs in the background) Stanford Desktop Tools http: //www. stanford. edu/services/ess/mac/docs/kerberos/ Unix: • • § Network Identity Manager (NIM) Stanford Desktop Tools http: //www. stanford. edu/services/ess/pc/docs/kerberos/ kinit http: //unixdocs. stanford. edu/loggingin. html How does it work? 1. User runs NIM (Windows) or Stanford Desktop Tools (Windows/Mac) or kinit 2. User logs in with valid SUNet ID and corresponding password 3. Kerberos credentials are established! page 14 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Web Authentication (Web. Auth) § § Open-source web-based system for authenticating users (developed here!) Protects web sites on the main Stanford web servers Can be used with other Apache-based web servers How does it work? 1. User visits a protected website 2. Login screen appears and user enters SUNet ID and password 3. User’s identity and Kerberos ticket carried in a cookie § § https: //weblogin. stanford. edu/help. html http: //webauth. stanford. edu page 15 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Web Login (Web. Auth continued) § 2 keys are given to you when you log in: 1. a key to the specific web site or service you visited, 2. and a "master" key that opens other protected web sites. § § The keys last until you quit your browser program, or until they expire – up to 10 hours later. Be sure you have "turned in your keys" by quitting your browser before you leave your computer. • § Otherwise other people can access websites as though they are you! Note: • • Using a protocol called SPNEGO, supported browsers can access protected web sites using Kerberos credentials obtained from your computer login instead of using the Web. Login screen. For details, go to https: //weblogin. stanford. edu/config. html page 16 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Shibboleth http: //www. stanford. edu/services/shibboleth/ § Lets you access secured non-Stanford sites (only those who have joined a common federation) using your SUNet ID. § Lets Stanford web servers authenticate users from those non-Stanford institutions using their local authentication credentials. § Example: COManage – Internet 2 Project • • Still in development… COManage is the Collaborative Organization Management Platform developed by the Internet 2 Middleware Initiative. It is intended as a demonstration of the capabilities offered by tying together federated identity management (Shibboleth), groups management (Grouper), and (coming soon) privilege management into a cohesive support infrastructure for a variety of collaborative applications. http: //middleware. internet 2. edu/co/ http: //comanage-dev. stanford. edu/ page 17 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Authentication: Guest Accounts § Based on email address § Uses Shibboleth as authentication § A Stanford Guest Account allows you to view specific Stanford web pages that normally require Stanford-Affiliated SUNet identification. A Guest Account might allow you to view and interact with web-authenticated department, individual, and group pages. The owner of the restricted pages can allow you to access them via your Guest Account. § Note: A Guest Account cannot be used to access any restricted data including HIPAA, FERPA, or PCI-regulated data. § http: //www. stanford. edu/service/guest/ page 18 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Distributed File Systems – AFS (Andrew File System) § Stanford’s campus-wide file system § Allows users to efficiently share files across local and wide area networks § System is backed up nightly § University’s main web site and linked files hosted on AFS § http: //www. stanford. edu/services/afs/ page 19 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Distributed File Systems – AFS disk space quota § 1 GB of disk space per users, group, or department § Can be used to store web pages, text files, computer programs, pictures and other digital data § Learn more: http: //www. stanford. edu/services/disk-space/ § Request group/dept space or increase quota: http: //tools. stanford. edu/ page 20 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Distributed File Systems – Open. AFS § Lets you access AFS space on a desktop computer as a shared drive § http: //www. stanford. edu/services/openafs/ Mac Windows page 21 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Distributed File Systems – Copying Files to AFS § For step-by-step instructions on copying files to AFS, visit http: //filetransfer. stanford. edu/ • Open. AFS • SFTP (Fetch/Secure. FX) § Web. AFS is a new, web-based method to easily copy files to AFS • http: //afs. stanford. edu/ • http: //www. stanford. edu/services/afs/webafs/userguide/ page 22 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Distributed File Systems – Workgroup Integration § Workgroups can be integrated with AFS, Mailing Lists, and the Active Directory § https: //tools. stanford. edu/cgi-bin/workgroup-admin page 23 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Distributed File Systems § Common Internet File System (CIFS) • CIFS (Common Internet File System) = “file servers” • Also known as “Server Message Block” • Also known as the “Windows File Sharing” • At Stanford, we use the CIFS protocol to provide access to a central file service. • Can be used to share and store files for groups and departments. • Authentication is via Kerberos and NTLM version 2 (Windows NT LAN Manager) § http: //www. stanford. edu/services/storage/lowcost/cifs/ page 24 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Backup, System Security, and Anti-Virus § Backing Up: • Desktop/laptops (e. g. , Mozy, Iron Mountain (Ba. RS being deprecated)) • • Basically outsourced with a Stanford rate - CRC can help if part of a CRC contract Servers (e. g. , AFS) - Using TSM (looking at disk to disk backup solutions) § System Security: • Big. Fix – http: //www. stanford. edu/services/bigfix/ An OS patch management service which distributes critical security updates to Windows PCs and Macintoshes. • • PC Security Self-Help - http: //www. stanford. edu/group/security/securecomputing/ OS Updates • • • Windows: http: //windowsupdate. microsoft. com/ Apple: http: //support. apple. com/ Linux/Unix § Anti-Virus: Sophos (Stanford site-licensed anti-malware software, providing protection from both viruses and adware/spyware) • • http: //ess. stanford. edu/pc/sophos. html http: //ess. stanford. edu/mac/sophos. html page 25 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Business Applications Support for ITS internal business apps and campus-wide enabling applications § Pinnacle (Billing), Order. IT, My. ITServices § General Enterprise/IT Support Systems § Calendaring § Docushare § Infra • • § Remedy/Help. SU - tickets; reporting CMDB (Content Management Data. Base) – at Stanford, we use Remedy Zimbra information: http: //www. stanford. edu/services/emailcalendar/ A content and document management system http: //docushare. stanford. edu Change Management system used to create, approve, schedule, and provide notification of change requests related to IT systems hardware and software http: //changemanagement. stanford. edu Stanford Answers (also Client Support): http: //answers. stanford. edu page 26 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Business Applications Support (continued) Support for ITS internal business apps and campus-wide enabling applications § ACES (Access Control Enterprise Systems) – Card access to buildings • Lenel • CS Gold § e. Commerce – a suite of services that enables Stanford's schools, centers, and departments to establish themselves as merchants, and market and sell products and services on the web. Managed by the Controller’s Office. § SMARTS – monitoring tool to monitor and respond to alerts from networks (phone, switch, data, VOIP, Net-to-Switch/Jack), door security, and environmental systems in the data centers § Unanet – time tracking tool that IT Services uses internally to track staff work time § Jira – tool used to track bugs and other issues in enterprise software used at Stanford page 27 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Departmental compute servers § Remote access to high-speed, high-power computing resources to support large jobs and provide support for core curriculum and research § Support for departmental or course-specific computing needs. § Specific compute services that don't scale to an enterprise level. page 28 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Database Services – My. SQL § IT Services provides consulting and assistance with databases and database vendors, as well as hosting and support. § My. SQL service • Popular open source database management system • With PHP programming language, used to build dynamic, interactive Web sites. • Available for Stanford departments and official University groups and services • https: //www. stanford. edu/services/sql/ • http: //mysql. stanford. edu page 29 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Database Services – Microsoft SQL and Oracle § Microsoft SQL • Microsoft’s implementation of SQL • IT Services offers support for departments who have implemented Microsoft SQL § Oracle • IT Services provides consulting and assistance with databases and database vendors, as well as hosting and support. • Note: No Oracle DBAs in-house § For-fee services - supported via Ntirety page 30 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Directory Services (Registries) § Open. LDAP (Open Lightweight Directory Access Protocol) • • • § Active Directory • § http: //workgroup. stanford. edu/ Stanford. You • § http: //stanfordwhat. stanford. edu/ Workgroup Manager • § http: //stanfordwho. stanford. edu/ Stanford. What • § http: //windows. stanford. edu/Public/Infrastructure/Services/ Directory. html Whois / Stanford. Who • § http: //www. stanford. edu/services/pubsw/package/network/ openldap. html http: //www. stanford. edu/services/directory/ http: //www. openldap. org/ http: //stanfordyou. stanford. edu/ Printed Directory (ASSU) • http: //assu. stanford. edu/ page 31 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Directory Services (Registries) page 32 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Technical Facilities (TFAC) § Provides operational management and support for: • IT Services production systems • Infrastructure supporting these systems • Data Centers • Forsythe, Sweet Hall, the 12 ECH (Electronic Communication Hub) facilities, and the Auxiliary Data Center in Livermore, CA) § Responsible for: • • • Space Planning Vendor/Customer Coordination System Hardware Installation Cabinetry Low Voltage Cabling and Branch Circuit Distribution Tracking all equipment in the data centers, IT Services, Administrative Services, and the CFO’s office (Property Administration) page 33 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Storage Management § IT Services provides solutions to data storage needs for all levels — individual, departmental, and institution-wide (enterprise). • 1 GB of AFS storage space is provided at no charge • Three additional tiers of fee based storage, each priced per gigabyte for maximum flexibility. § This service provided by block-level, or file-level storage with multiple available protocols (SAN, NAS, i. SCSI, CIFS, AFS, etc). § For interconnection, fiber channel and i. SCSI is recommended § http: //www. stanford. edu/services/storage/ page 34 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Unix/Linux/Windows System Administration § Unix/Linux System Administration • Plan, manage and operate development and production servers in Forsythe Data Center, Sweet Hall, and West ECH, East ECH, and Press ECH. • http: //www. stanford. edu/services/unixcomputing/ § Windows System Administration • Addresses the need to move closer to single sign-on • Provides location-independent access to resources, • Provides manageability and security for the Microsoft Windows platform • http: //windows. stanford. edu/ page 35 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Infrastructure Stuff § ITS web services allow clients control over the collection (database) and presentation (web) of information using various tools. § Virtual Host: • Lets you have a shorter web address (URL – Uniform Resource Locator) • Learn more: http: //virtualhosting. stanford. edu • Request or update existing: http: //tools. stanford. edu § Web Searching: • http: //search. stanford. edu/ • http: //www. stanford. edu/services/websearch/Google/ § Web Space: http: //www. stanford. edu/services/web page 36 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Databases § My. SQL • Popular, free, open-source relational database management system known for its speed, reliability, and ease of use. • http: //www. stanford. edu/services/sql/ • http: //mysql. stanford. edu • Request a database: http: //tools. stanford. edu/ § Microsoft SQL • Microsoft’s implementation of SQL • IT Services offers support for departments who have implemented Microsoft SQL via Ntirety support (for-fee service) page 37 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Forms and CGI § CGI (Common Gateway Interface): § Lets you run programs on the Web – providing dynamic content, collecting user input, and offering services § Ruby, Python, PHP and Perl languages are supported § http: //cgi. stanford. edu/ § Request CGI service: http: //tools. stanford. edu/ § Form Builder: § Build, publish, and manage web forms on the Stanford servers § http: //formbuilder. stanford. edu § http: //www. stanford. edu/services/webforms/ page 38 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Content Management Systems (CMS) § Content Management Systems (CMS): • Drupal installation: http: //tools. stanford. edu/ • Stanford look and feel templates: http: //web. stanford. edu/design/templates/modern/ • Share. Point: http: //www. stanford. edu/services/sharepoint/ § Other systems will work, but aren’t necessarily supported. Your mileage may vary! § Note: These products are evolving. Stay tuned for new developments! page 39 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Blogs § Blogs: • • Movable. Type installation: http: //software. stanford. edu/ Word. Press installation: http: //tools. stanford. edu/ Drupal installation: http: //tools. stanford. edu/ Stanford look and feel templates: http: //web. stanford. edu/design/templates/modern/ • Share. Point: http: //www. stanford. edu/services/sharepoint/ § Other systems will work, but aren’t necessarily supported. Your mileage may vary! page 40 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Wikis § Wikis: • Media. Wiki installation: http: //tools. stanford. edu/ • Drupal installation: http: //tools. stanford. edu/ • Stanford look and feel templates: http: //web. stanford. edu/design/templates/modern/ • Share. Point: http: //www. stanford. edu/services/sharepoint/ § Other systems will work, but aren’t necessarily supported. Your mileage may vary! page 41 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Web Services – Share. Point § Fee-based service § Offers tools for managing content on the Web § Contains wikis, blogs, discussion forums, event calendars, announcements, task lists, etc. built-in § Workflow tools help manage and automate business processes (approvals/publishing) § http: //www. stanford. edu/services/sharepoint/ page 42 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Email at Stanford § Email at Stanford: http: //email. stanford. edu/ § Antivirus / SPAM (Sophos Pure. Message): http: //email. stanford. edu/antispam § Bulk email: Send email to large numbers of Stanford users for official, approved Stanford administrative purposes. § Mailing list services (Mailman): http: //mailman. stanford. edu § Secure email: http: //www. stanford. edu/services/secureemail/ This service is for off-campus secure communication (extra hurdles for data security) § Email Service Tools: http: //tools. stanford. edu § Support for Microsoft Exchange servers § ITS is running a BES server for Blackberry devices page 43 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Computing Services Stanford Collaboration Tools (Email/Calendar/IM) § Integrated Email and Calendaring (IEC) web site: http: //iec. stanford. edu § Stanford Email and Calendar services web site: http: //www. stanford. edu/services/emailcalendar/ § IEC solution • • • § Webmail: http: //webmail. stanford. edu/ Webcal: http: //webcal. stanford. edu/ Desktop tools (Outlook, i. Cal, Apple Mail, Thunderbird): http: //www. stanford. edu/services/emailcalendar/desktop Stanford Instant Messaging • • • http: //im. stanford. edu/ Centrally-funded instant messaging service provided free-of-charge to the Stanford community, using kerberos, SSL, and the jabber (XMPP) protocols A safe and secure way to conduct confidential Stanford business online, real-time. (Messages are secure only when sent between Stanford accounts. ) page 44 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

IT Services Organization Chart page 45 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Network: Backbone § SUNet: Our 10 Gbps Backbone Network • Campus networks divided into 10 Operational Zones (OZ) • • • 4 OZs for the main campus networks (BOZ, ROZ, POZ, GOZ) 2 OZs for the residential networks (COZ, SOZ) 1 OZ for the School of Medicine (MOZ) 1 OZ for the School of Engineering (YOZ) 2 OZs for the machine room server networks (FOZ, WOZ) • Off-Campus Connectivity • Cal. REN – California Research and Education Network • • Operated by CENIC (Corporation for Education Networks Initiatives in California) 10 Gbps to CENIC Sunnyvale 1 Gbps to CENIC Oakland Internet 2 connection via CENIC Cal. REN-Digital California (DC) connection via CENIC Cal. REN-High Performance Research (HPR) Network via CENIC Internet connection via Cogent Communications (1 Gbps) Internet connection via CENIC ISP page 46 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Network: Backbone § Our network database tool: Net. DB • • Stanford University-developed database application Stores Network and Node configuration information Assigns and manages IP addresses of machines Information loaded into DNS (Domain Name Servers) and DHCP (Dynamic Host Control Protocol). • http: //netdb. stanford. edu § Stanford Network Self-Registration (SNSR) • Web-based method to self-check a computer and register it in Net. DB (using the SNSR template) • http: //www. stanford. edu/services/selfreg/ § Load Balancing • Managed server load balancing service for firewalled systems in the FOZ, WOZ, and core operational Zones • http: //www. stanford. edu/services/loadbalance/ page 47 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Network: Net 2 Switch § Net 2 Switch • Centralized service model • Support for internal and external network infrastructure. • Local Network Administrator (LNA) maintains control of patching active ports in the network closet page 48 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Network: Firewalls § Administrative Firewall • Firewall service for servers residing in IT Services supported data centers • For University mission critical systems with restricted data • https: //www. stanford. edu/services/firewall/ § Departmental Firewall • Protects computers on a local network • Opt-in service • Utilizes virtual firewall technology to allow Local Network Administrators to define their own firewall policies for their department • Approximately 300 networks are behind the Departmental Firewall Service page 49 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Network: Wireless § Lets you access the network without wires! (d’oh!) • Over 3, 200 Wireless Access Points deployed • Over 10, 000 devices associate on the Wi. Fi daily • http: //www. stanford. edu/services/wirelessnet/ • Wireless Guest • You can grant guests access to the wireless network for up to 2 weeks at a time • https: //www. stanford. edu/group/networking/cgi-bin/wirelessguest/accounts • Wireless map & coverage • http: //its. stanford. edu/cgi-bin/services/wirelessnet/wireless_map. pl • Wireless security (or rather, the lack thereof…) • Stanford does not currently encrypt data on the wireless network. Please keep this in mind when you transmit data. page 50 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Network: Remote Access § VPN: http: //vpn. stanford. edu/ • • § DSL • • § Stanford West Students i. Pass • § Network connection to Stanford’s SUNet from home DSL for Faculty/Staff Cable Modem • • § Lets you connect to SUNet remotely from anywhere in the world Administrative VPN – gain access to the systems and databases A remote connectivity service with access to wireless hotspots, wired broadband, and dial-up. Only available for Stanford faculty and staff. Work Anywhere: http: //workanywhere. stanford. edu/ • • Tools and best practices for working from non-traditional locations Click “Mobile Workers” or “Managers” for tips related to your role at the University page 51 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Security Operations § IT Services’s Network Security Operations group • Blocks traffic at the perimeter and at firewalls • Employs preventive scanning, logging, notices and alerts • Works in concert with the Information Security Office (separate entity) page 52 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Telephone Operations § § § Telephones and Voice Mail for Faculty/Staff Voice Over Internet Protocol (VOIP) Wireless VOIP Pocket Phones (Medical Center) Cellular Phones • Cellular Phones for Personal Use • Cellular Phones for University Business § Hands-on Client Consulting for Large Order Requests • Automated Call Distribution (ACD) • ECP (Enhanced Call Processing) § Unified Messaging (see next slide) page 53 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Communication Services Telephone Operations: Unified Messaging/Voicemail § Replaces the legacy voicemail system § More storage: store up to 100 messages § No expiration: Messages can be stored forever instead of expiring in 24 days § Receive voicemail messages by phone, web portal, or in the email § Can receive faxes § Can have the system try multiple numbers before going to voicemail (“Find Me, Follow Me”) § Unified Messaging Web Sites • More information on voicemail at Stanford: http: //voicemail. stanford. edu • More information on the voice messaging system: http: //voicemessaging. stanford. edu • Connect to the web portal for your voicemail: http: //myvoicemail. stanford. edu page 54 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

IT Services Organization Chart page 55 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Enterprise Help Services § Help Desk • • • Tier 1 – main, front-line help desk (answers 5 -HELP and routes Help. SU tickets using Remedy) Tier 2 – responds to the more advanced help tickets (Tier 3 - ITS internal support to Tier 2) § IT Operations Center (ITOC) • • 24 x 7 x 365 monitoring and incident management coordination IT Services systems and applications Data Center Building Facilities Repair line for phones, cable TV, campus card system, etc. § Stanford Answers • • Knowledge Management portals for support groups and clients http: //answers. stanford. edu page 56 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Computer Resource Consulting (CRC) § Computer Resource Consulting (CRC) • • • Desktop and departmental server support Macs and Windows systems Contract, fee-based Service Level Agreement (SLA) basis • http: //www. stanford. edu/services/contract-support/ • On-call Services for clients who need additional help with desktop or servers for a fee • http: //www. stanford. edu/services/oncall/ • CHAMP (Campus Hardware Maintenance Program) • Hardware maintenance contracts • http: //www. stanford. edu/services/champ/ § Desktop Systems Group • • • Desktop Tool Development and Support (both Mac and Windows systems) Research and testing future desktop technology Install wrapper development for campus applications page 57 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Order Management § Pinnacle (ITS billing system and Comm. Services work order management) § Order. IT (for faculty, staff, and departments) § My. ITServices (for Students) § e. Pay (for Students) § On-site Cell and Card Services Support § Service Desk • Ordering • Provisioning page 58 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Operator Services Center § 24 x 7/365 call center for Stanford University, Stanford Hospital and Clinics, Stanford School of Medicine, and Lucille Salter Packard Children's Hospital § Handle dispatching for emergency Code calls § Provide overhead paging services § Provides communication services for defined procedures. § Answer calls for assistance and referral relating to • • • Residential and Dining Services Campus Facility Operations environmental health and safety organ offerings and body donations CATH team Dialysis and Transplant Services § More information: http: //www. stanford. edu/dept/its/organization/osc/ page 59 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Campus Card Services The Stanford ID Card: what can it do? • It’s an ID card! (surprise!) • It’s an electronic key! (allows you to enter and access secured facilities) • Access Control Enterprise System: http: //www. stanford. edu/services/aces/ • Lenel (door access system) • CSGold • access to facilities • It’s a point-of-sale card! (allows you to make purchases with funds deposited in a Cardinal Dollars account – meals, printing, etc. ) • http: //campuscard. stanford. edu/ • NOTE: Client Support is the business owner for the Campus Card and provides the ID Card Services; Application Support (Computing Services) owns the applications which proved the functionality (see slides 25 -26) page 60 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Software delivery/licensing § ESS (Essential Stanford Software) • http: //ess. stanford. edu/ • Suite of applications, from anti-virus to file exchange, free for faculty, staff, and students via the Web § Stanford Desktop Tools • Application that simplifies the process of keeping your Stanford sitelicensed software up-to-date. § Pubsw • Over 500 free and site-licensed Unix software tools installed in AFS § Licensed software • 100’s of products available at low cost to Stanford departments, faculty, staff and students • http: //softwarelicensing. stanford. edu § Software available to IT Services staff (operating systems, Microsoft Office, check with Software Licensing for current info) § http: //software. stanford. edu • University's central gateway to information about software on campus STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES page 61

Client Support Software Services § Software Licensing group § http: //softwarelicensing. stanford. edu § Support for ITS initiatives and projects needing licensed software § Support for finding software § Purchasing/Contracts § Support for departmental purchases of software § http: //fingate. stanford. edu/staff/buypaying/ § Smart. Mart (Catalog Ordering in i. Procurement) http: //fingate. stanford. edu/staff/buypaying/smart. html § Stanford Bookstore § Personal purchase of Microsoft and Adobe (and other) software at low prices. § http: //bookstorecomputers. stanford. edu page 62 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Web Standards and Technologies § Web resources and standards • http: //web. stanford. edu/design/ • • Templates for Web Sites, Blogs, Wikis, Drupal Style Guides for HTML and CSS Links to graphics and artwork (logos) Links to video and multimedia tools § Documentation, Design, and Development group • Offers support for client-facing websites • Offers basic, internal (IT Services) web site design assistance • Offers basic, internal (IT Services) web programming and development assistance (in conjunction with Computing Services) • http: //its. stanford. edu/organization/documentation/ page 63 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Technology Training Services § Training courses (from in-house and contract instructors) § End-user courses (Excel, Dreamweaver, Web Design, Power. Point, email, calendar, etc. ) § IT Professional Development courses (Drupal, PHP, Perl, My. SQL, etc. ) § Training by Appointment (1 -on-1 Training Sessions) § Classes on Request for groups/departments § Tech Briefings • Weekly drop-in sessions with information for power-users and Stanford's technology support community • Fridays, 2 -3: 30 pm, Turing Auditorium § Lab and Training Facilities Rental § http: //techtraining. stanford. edu page 64 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Client Support Campus Readiness http: //its. stanford. edu/organization/documentation/ indepth_functionscr. html § Part of Technology Training Services § Provides time-sensitive training and demonstration support to a wide variety of upcoming software, services, and upgrades being rolled out to campus (e. g. , IEC) page 65 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

IT Services Organization Chart page 66 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Business Services Service Management (and Business Partners) https: //www. stanford. edu/dept/its/group/allstaff/management/account/ • Focal point for IT Services’ management of our services • client contact, advocacy and partnership • Produce business plans and service level agreements (SLAs) • support for ITS planning, deployment, and operations • Work with PMs, technical owners, documentation/design folks, and business analysts • handles ITS sun-setting planning • Service Managers • Computing Services • Communication Services page 67 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Business Services § IT Services staff can enter client requests for new services. If one of your clients asks for a service that doesn’t exist yet, be sure to add it to the list! § Client Requests for New Services: • Form to request a service: https: //its. stanford. edu/group/allstaff/new_service_requests. fb • List of current requests for services: http: //docushare. stanford. edu/dsweb/Get/Document-73496/Service. Requests. xls • You can also get to the form and the list of current requests by going to the Internal IT Services site (from http: //its. stanford. edu, click Internal) page 68 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Business Services Project and Process Management • Project Management (Unanet) • Quality Assurance (QA) • Silk Performer • JIRA • Metrics • Project and Process Management • Planning Project for 3 -Year Process Project (informed by ITIL framework) Finance and Business Analysts • • Reporting (Pinnacle, Order. IT, My. ITServices) – see also Client Support Expense Control and Billing Services Financial Modeling for Services Financial Partners Administrative Services The most important people you should know in ITS! page 69 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES

Q & A Any questions? A parting note from ISO: Be aware of Admin Guide 67 on Security Incidents AND “Don’t touch the crime scene! (at most, just unplug the network)” page 70 STANFORD UNIVERSITY • INFORMATION TECHNOLOGY SERVICES