WFP Master Suggestion List

1. Services and support CIT could provide to enhance the effectiveness of distributed support providers (DSP):
1. Service request management (problem tracking)
2. Server management (7X24 secure machine room/systems)
3. More/better IT technical training and certification
4. Training for IT support
5. Training for people who manage IT
6. End user training

                                                              i.      Beginner literacy

                                                            ii.      Advanced (maybe Smartforce)

7. Web  hosting service
8. SQL server database hosting
9. SQL server database escalation support service
10. NAV and update servers
11. ODS support
12. Web design service
13. Firewall service or at least recommendations
14. Virus & SPAM filtering
15. Authentication/authorization infrastructure
16. Security assistance
17. Equipment repair service
18. IMAP and vacation mail
19. Webmail client
20. Reporting infrastructure/hosting (Brio/Actuate/Quickview issue)
21. Publish a “CIT New Initiatives List”
22. Publish a “Who in CIT to Call” FAQ
23. Publish list of services CIT provides
24. Better linkages between DSPs and CIT
25. Facilitate technical information exchange
26. UNIX support SIG
27. Formalize support program for DSP’s
28. Support mobile devices that don’t like Kerboros/Sidecar
29. Support multiple email addresses/person
30. Support vanity email addresses
31. System to facilitate DSP asset management/license policing
32. Clearinghouse of web, network and desktop tools
33. Processes, tools to help automate personal computer management
34. Organize CIT support around constituencies (undergrads, scientific research, arts scholarship, administration, etc.)
1. Potential savings through increased standardization
1. Personal computer hardware, operating system versions, productivity software and configurations
2. Peripherals such as printers
3. Routers/switches
4. Personal computer lease program
5. Server standardization/shared processing service
6. Uniform email and calendaring service deployment
2. Potential savings through increased aggregation
1. More aggressive site/bulk license program
2. Bulk hardware purchases
3. Shared use of DSP human resources
3. Potential improvements/savings through organization change
1. Within unit consolidation and organization of DSPs to eliminate factional FTE issue, provide backup, career paths, and more systematic management
2. Unit level CTO/IT Council
4. Centralize/Decentralize ideas
1. Decentralize all direct desktop support
2. Decentralize specialized software/hardware support
3. Decentralize research computing support
4. Centralize network administration
5. Centralize administrative computing
6. Centralize “utility” functions
5. Other ideas
1. Identify and attend to systems costs of policy/process changes
2. Improve project management in CIT and other units
3. Develop and publish benchmarks for workstation support ratios
4. Develop qualification standards, training and certification for IT jobs
5. Use Cornell Portal for EIS type data delivery
6. Rotate technical and management staff between units and CIT
7. Re-do CIT’s web site with customer/constituency interests in mind
8. Eliminate bottlenecks in administrative software (eg faculty advisor)