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

2. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 2 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.

3. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 3 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 Computing Services Communication Services Client Support Business Services

4. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 4 Administrative Guide Policies  Policies: http://adminguide.stanford.edu/ 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

5. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 5 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.

6. 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 http://www.stanford.edu/services/encryption/wholedisk/index.html Windows: http://securecomputing.stanford.edu/pc_file_encryption.htmlhttp://securecomputing.stanford.edu/pc_file_encryption.html Mac: FileVault (System Preferences > Security > FileVault) page 6

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

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

9. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 9 Authentication: SUNet IDs  S tanford U niversity Net work ID entifier 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 Computing Services

10. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 10 Authentication: Workgroup Manager  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! Computing Services

11. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 11 Authentication: Types of Workgroups  3 types of workgroups: 1.System-maintained workgroups: stanford:student (students) stanford:academic (faculty and students) stanford:faculty (faculty) stanford:administrative (staff and faculty) stanford:staff (staff) stanford:stanford (students, faculty, and staff) 2.Department workgroups (often identified by the department’s assigned stem) organization:businessaffairs_itsgsb:affiliateshelpdesk: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: AuthType WebAuthAuthType WebAuth AuthType WebAuth require privgroup stanford:staffrequire privgroup its:directors require privgroup ~instr:friends Computing Services

12. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 12 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) Computing Services

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

14. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 14 Authentication: Establishing Kerberos Credentials  Windows: Network Identity Manager (NIM) Stanford Desktop Tools http://www.stanford.edu/services/ess/pc/docs/kerberos/  Macs: Kerberos for Macintosh (runs in the background) Stanford Desktop Tools http://www.stanford.edu/services/ess/mac/docs/kerberos/  Unix: 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! Computing Services

15. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 15 Authentication: Web Authentication (WebAuth)  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 https://weblogin.stanford.edu/help.html  http://webauth.stanford.edu http://webauth.stanford.edu Computing Services

16. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 16 Authentication: Web Login (WebAuth 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 WebLogin screen. For details, go to https://weblogin.stanford.edu/config.html https://weblogin.stanford.edu/config.html Computing Services

17. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 17 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 – Internet2 Project Still in development… COManage is the Collaborative Organization Management Platform developed by the Internet2 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.internet2.edu/co/ http://comanage-dev.stanford.edu/ Computing Services

18. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 18 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/ http://www.stanford.edu/service/guest/ Computing Services

19. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 19 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/ http://www.stanford.edu/services/afs/ Computing Services

20. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 20 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/ http://www.stanford.edu/services/disk-space/  Request group/dept space or increase quota: http://tools.stanford.edu/ http://tools.stanford.edu/ Computing Services

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

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

23. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 23 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 https://tools.stanford.edu/cgi-bin/workgroup-admin Computing Services

24. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 24 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/ http://www.stanford.edu/services/storage/lowcost/cifs/ Computing Services

25. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 25 Backup, System Security, and Anti-Virus  Backing Up: Desktop/laptops (e.g., Mozy, Iron Mountain (BaRS 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: BigFix – http://www.stanford.edu/services/bigfix/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/ http://www.stanford.edu/group/security/securecomputing/ OS Updates Windows: http://windowsupdate.microsoft.com/http://windowsupdate.microsoft.com/ Apple: http://support.apple.com/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 Computing Services

26. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 26 Business Applications Support Support for ITS internal business apps and campus-wide enabling applications  Pinnacle (Billing), OrderIT, MyITServices  General Enterprise/IT Support Systems Remedy/HelpSU - tickets; reporting CMDB (Content Management DataBase) – at Stanford, we use Remedy  Calendaring Zimbra information: http://www.stanford.edu/services/emailcalendar/http://www.stanford.edu/services/emailcalendar/  Docushare A content and document management system http://docushare.stanford.edu  Infra 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.eduhttp://answers.stanford.edu Computing Services

27. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 27 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  eCommerce – 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 Computing Services

28. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 28 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. Computing Services

29. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 29 Database Services – MySQL  IT Services provides consulting and assistance with databases and database vendors, as well as hosting and support.  MySQL 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 Computing Services

30. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 30 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 Computing Services

31. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 31 Directory Services (Registries)  OpenLDAP (Open Lightweight Directory Access Protocol) http://www.stanford.edu/services/pubsw/package/network/ openldap.html http://www.stanford.edu/services/pubsw/package/network/ openldap.html http://www.stanford.edu/services/directory/ http://www.openldap.org/  Active Directory http://windows.stanford.edu/Public/Infrastructure/Services/ Directory.html http://windows.stanford.edu/Public/Infrastructure/Services/ Directory.html  Whois / StanfordWho http://stanfordwho.stanford.edu/  StanfordWhat http://stanfordwhat.stanford.edu/  Workgroup Manager http://workgroup.stanford.edu/  StanfordYou http://stanfordyou.stanford.edu/  Printed Directory (ASSU) http://assu.stanford.edu/ Computing Services

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

33. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 33 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) Computing Services

34. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 34 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, iSCSI, CIFS, AFS, etc).  For interconnection, fiber channel and iSCSI is recommended  http://www.stanford.edu/services/storage/ http://www.stanford.edu/services/storage/ Computing Services

35. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 35 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/ Computing Services

36. STANFORD UNIVERSITY INFORMATION TECHNOLOGY 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.eduhttp://virtualhosting.stanford.edu Request or update existing: http://tools.stanford.eduhttp://tools.stanford.edu  Web Searching: http://search.stanford.edu/ http://www.stanford.edu/services/websearch/Google/  Web Space: http://www.stanford.edu/services/webhttp://www.stanford.edu/services/web page 36 Computing Services

37. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES Web Services – Databases  MySQL 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/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 Computing Services

38. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 38 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/ http://cgi.stanford.edu/  Request CGI service: http://tools.stanford.edu/http://tools.stanford.edu/  Form Builder:  Build, publish, and manage web forms on the Stanford servers  http://formbuilder.stanford.edu http://formbuilder.stanford.edu  http://www.stanford.edu/services/webforms/ http://www.stanford.edu/services/webforms/ Computing Services

39. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES Web Services – Content Management Systems (CMS)  Content Management Systems (CMS): Drupal installation: http://tools.stanford.edu/http://tools.stanford.edu/ Stanford look and feel templates: http://web.stanford.edu/design/templates/modern/ http://web.stanford.edu/design/templates/modern/ SharePoint: http://www.stanford.edu/services/sharepoint/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 Computing Services

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

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

42. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES Web Services – SharePoint  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/ http://www.stanford.edu/services/sharepoint/ page 42 Computing Services

43. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 43 Email at Stanford  Email at Stanford: http://email.stanford.edu/http://email.stanford.edu/  Antivirus / SPAM (Sophos PureMessage ): http://email.stanford.edu/antispam 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.eduhttp://mailman.stanford.edu  Secure email: http://secureemail.stanford.edu/http://secureemail.stanford.edu/ This service is for off-campus secure communication (extra hurdles for data security)  Email Service Tools: http://tools.stanford.eduhttp://tools.stanford.edu  Support for Microsoft Exchange servers  ITS is running a BES server for Blackberry devices Computing Services

44. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 44 Stanford Collaboration Tools (Email/Calendar/IM)  Integrated Email and Calendaring (IEC) web site: http://iec.stanford.edu http://iec.stanford.edu  Stanford Email and Calendar services web site: http://www.stanford.edu/services/emailcalendar/ http://www.stanford.edu/services/emailcalendar/  IEC solution Webmail: http://webmail.stanford.edu/http://webmail.stanford.edu/ Webcal: http://webcal.stanford.edu/http://webcal.stanford.edu/ Desktop tools (Outlook, iCal, Apple Mail, Thunderbird): http://www.stanford.edu/services/emailcalendar/desktop 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.) Computing Services

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

46. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 46 Network: Backbone  SUNet: Our 10Gbps 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 CalREN – California Research and Education Network Operated by CENIC (Corporation for Education Networks Initiatives in California) 10Gbps to CENIC Sunnyvale 1Gbps to CENIC Oakland Internet2 connection via CENIC CalREN-Digital California (DC) connection via CENIC CalREN-High Performance Research (HPR) Network via CENIC Internet connection via Cogent Communications (1Gbps) Internet connection via CENIC ISP Communication Services

47. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 47 Network: Backbone  Our network database tool: NetDB 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 NetDB (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/ Communication Services

48. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 48 Network: Net2Switch  Net2Switch Centralized service model Support for internal and external network infrastructure. Local Network Administrator (LNA) maintains control of patching active ports in the network closet Communication Services

49. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 49 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 Communication Services

50. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 50 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 WiFi 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. Communication Services

51. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 51 Network: Remote Access  VPN: http://vpn.stanford.edu/http://vpn.stanford.edu/ Lets you connect to SUNet remotely from anywhere in the world Administrative VPN – gain access to the systems and databases  DSL Network connection to Stanford’s SUNet from home DSL for Faculty/Staff  Cable Modem Stanford West Students  iPass 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/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 Communication Services

52. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 52 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) Communication Services

53. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 53 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) Communication Services

54. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 54 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 http://voicemail.stanford.edu More information on the voice messaging system: http://voicemessaging.stanford.edu http://voicemessaging.stanford.edu Connect to the web portal for your voicemail: http://myvoicemail.stanford.edu http://myvoicemail.stanford.edu Communication Services

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

56. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 56 Enterprise Help Services  Help Desk Tier 1 – main, front-line help desk (answers 5-HELP and routes HelpSU tickets using Remedy) Tier 2 – responds to the more advanced help tickets (Tier 3 - ITS internal support to Tier 2)  IT Operations Center (ITOC) 24x7x365 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 Client Support

57. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 57 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 Client Support

58. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 58 Order Management  Pinnacle (ITS billing system and CommServices work order management)  OrderIT (for faculty, staff, and departments)  MyITServices (for Students)  ePay (for Students)  On-site Cell and Card Services Support  Service Desk Ordering Provisioning Client Support

59. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 59 Operator Services Center  24x7/365 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/ http://www.stanford.edu/dept/its/organization/osc/ Client Support

60. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES 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/ 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 Client Support

61. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 61 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 site-licensed 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 http://software.stanford.edu University's central gateway to information about software on campus Client Support

62. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 62 Software Services  Software Licensing group  http://softwarelicensing.stanford.edu 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/ http://fingate.stanford.edu/staff/buypaying/  SmartMart (Catalog Ordering in iProcurement) http://fingate.stanford.edu/staff/buypaying/smartmart.html http://fingate.stanford.edu/staff/buypaying/smartmart.html  Stanford Bookstore  Personal purchase of Microsoft and Adobe (and other) software at low prices.  http://bookstorecomputers.stanford.edu http://bookstorecomputers.stanford.edu Client Support

63. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 63 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/ Client Support

64. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 64 Technology Training Services  Training courses (from in-house and contract instructors)  End-user courses (Excel, Dreamweaver, Web Design, PowerPoint, email, calendar, etc.)  IT Professional Development courses (Drupal, PHP, Perl, MySQL, 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, 2-3:30pm, Turing Auditorium  Lab and Training Facilities Rental  http://techtraining.stanford.edu http://techtraining.stanford.edu Client Support

65. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 65 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) Client Support

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

67. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 67 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 Business Services

68. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 68 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 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 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 )http://its.stanford.edu Business Services

69. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 69 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, OrderIT, MyITServices) – 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! Business Services

70. STANFORD UNIVERSITY INFORMATION TECHNOLOGY SERVICES page 70 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)”