[debian-edu-commits] [Debian Wiki] Update of "DebianEdu/Documentation/en/ITIL/Support" by AlexanderAlemayhu

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The "DebianEdu/Documentation/en/ITIL/Support" page has been changed by AlexanderAlemayhu:
https://wiki.debian.org/DebianEdu/Documentation/en/ITIL/Support?action=diff&rev1=12&rev2=13

  
  We've created a table showing time spent on operations and maintenance. The table is based on the experiences of municipalities which implement a centrally operated Debian Edu of 9-10 schools with 250-500 client computers. Several things are not included in the table. Therefore extra time is required for projects where schools develop their own ICT solutions with networking and more equipment.
  
- ||'''''Role'''''||'''''Operational responsibilty'''''||'''''Time spend per school per week'''''||'''''Time spent in toal for all schools'''''||
+ ||'''''Role'''''||'''''Operational responsibility'''''||'''''Time spend per school per week'''''||'''''Time spent in total for all schools'''''||
  ||Centralised operations staff||Monitoring, debugging and operation of 500 machines, for example, 10 schools with 3,200 students and teachers.||2-3 h(50 clients)||½ position(500 clients)||
  ||ICT contact at each school||Oversight of equipment, easy maintenance, and reporting of incidents and requests||3-4 h(50 clients)||1 position(10 schools / 500 clients)||
  ||Central ICT-coordinator||Assist in planning and implementation of educational and technical ICT work in the school.||1-2 h||½ position||
@@ -246, +246 @@

  
  === Procedures for problem management ===
  
- The Skolelinux/Debian Edu manual is a comprehensive collection of solutions for solving problems and configuring systems. Everything is on the Debian wikipedia pages. Solutions are maintened with the help of staff in schools, municipal ICT services, professional individuals and volunteers. See links to the English pages: https://wiki.debian.org/DebianEdu/Documentation/Manuals The pages are being translated to Norwegian bokmål. We are working to link the pages to bokmål too.
+ The Skolelinux/Debian Edu manual is a comprehensive collection of solutions for solving problems and configuring systems. Everything is on the Debian wikipedia pages. Solutions are maintained with the help of staff in schools, municipal ICT services, professional individuals and volunteers. See links to the English pages: https://wiki.debian.org/DebianEdu/Documentation/Manuals The pages are being translated to Norwegian bokmål. We are working to link the pages to bokmål too.
  
- The Wiki technology has proven to be a great success for maintaining cataloged information on the internet. It's easy to contribute to and all changes are logged. It is also possible to import OpenOffice.org documents, and export documents as pdf.
+ The Wiki technology has proven to be a great success for maintaining cataloged information on the internet. It's easy to contribute to and all changes are logged. It is also possible to import OpenOffice.org documents, and export documents as PDF.
  
  == Configuration Management ==
  
@@ -333, +333 @@

  
   * See change message, or RFC (Request For Change) above, and check it also has got a unique number.
   * Prioritize and categorize the changes
-  * Remove not possible changes. Thit can be done by marking them as not possible.
+  * Remove not possible changes. This can be done by marking them as not possible.
   * Give feedback to the one giving the change message
   * Make sure you have a Change Advisory Board, where the change is dealt with, discussed and evaluated. This consulting group can be selected ICT contacts and operations personnel with long experience.
   * Coordinate changes with the Release Management which handle different versions of applications and services.
@@ -341, +341 @@

   * Remember to save modified configurations in the respository for configuration files.
   * Reports
  
- Even what may look like a small insignificant change message can have major consequences for if the change is implemented. We have examples of schools that have a stable Debaian Edu network where all the programs work. A test version of a popular program chrashing constantly, is installed, and Debian Edu get blamed.
+ Even what may look like a small insignificant change message can have major consequences for if the change is implemented. We have examples of schools that have a stable Debian Edu network where all the programs work. A test version of a popular program crashing constantly, is installed, and Debian Edu get blamed.
  
  An example is schools that have installed the test version of the latest OpenOffice.org before the program was finally finished. Several thought it could be fun and try out. The problem is that the test editions are usually released to find errors and instability in applications. They are not intended for production use
  
@@ -371, +371 @@

  
  Getting few complaints, with a stable and reliable environment, requires solid release handling. Alternatively, a bunch of complaints and dissatisfied users emerge, when installing not good enough tested cutting edge software. People with "boy room skills" has a tendency to underestimate the consequences of software upgrade. If something goes fine on your home computer, it does not mean that this will work in a wide network with 500 client computers and 3200 users.
  
- === Central program archives (DSL) ===
+ === Definitive Software Library (DSL) ===
  
- The program archive in operational context is a collection of original edition of the program version of the software which are in production. If you use Skolelinux 2.0, this is the program archive. In the computer world, the word program archive in different contexts, especially when programming. When it comes to operation, we are talking about the original composed software of a particular version which is the base for the installation.
+ The software library in operational context is a collection of original editions of the program version of the software which are in production. If you use Skolelinux 2.0, this is the software library. In the computer world, the phrase software library is used in different contexts, especially when programming. When it comes to operation, we are talking about the original composed software of a particular version which is the base for the installation.
  
- Using free software the program archive may be Skolelinux 2.0 plus the extra programs you have added from various sources. There may be certain versions of Macromedia Flash, Java and decoders who make it possible to run national tests in the browser, or watching broadcasts from NRK.
+ Using free software the software library may be Skolelinux 2.0 plus the extra programs you have added from various sources. There may be certain versions of Macromedia Flash, Java and decoders who make it possible to run national tests in the browser, or watching broadcasts from NRK.
  
- If you plan to upgrade to the next version of Debian Edu when it comes, it will be the new version which is the main program arcive. Also here will all additional applications beyond new Debian Edu be part of the archive.
+ If you plan to upgrade to the next version of Debian Edu when it comes, it will be the new version which is the main program archive. Also here will all additional applications beyond new Debian Edu be part of the archive.
  
  Setup files adjusted or created locally by the operations department is not included as part of the main archive programs. Configurations are saved in a separate version handled directory or database.
  
@@ -389, +389 @@

  
  === Build management ===
  
- A variety of applications in addition to browser and office suite are beeing installed in schools. Educational programs for learning, additional programs in the browser, and programs for multimedia are needed. The systems also have network setup and changed settings in specific programs. If you have many servers and perhaps thousands of clients quickly reveals quickly the need for effective tools for deployment. Such tools are standard in Debian Edu.
+ A variety of applications in addition to browser and office suite are being installed in schools. Educational programs for learning, additional programs in the browser, and programs for multimedia are needed. The systems also have network setup and changed settings in specific programs. If you have many servers and perhaps thousands of clients quickly reveals quickly the need for effective tools for deployment. Such tools are standard in Debian Edu.
  
  Build management is about getting installed the required software packages, services and proper settings both of individual programs and data network. Many people have heard about so called "images". One installs operating system and all the programs needed. And adjust the network. Then use a image program to make a copy of the one installed at your hard drive. This is then copied at the other computers.
  
  It is not necessary to build so-called "images" or disk images you can call it in Norwegian. Debian Edu is based on Debian which has an excellent package management system. One does not in any way to compile applications as this is preassembled and can be installed directly from the Internet. one must have in order is wanted changes to the default setup of Debian Edu or the main program archive in use. Then you make one or more scripts running on different machines to get everything installed and set up.
  
- For most situations, scripting are an easy way to "build" and roll out programs and setups. But there are situations where the construction of disk images may be the solution. For ecample during installation on many laptops.
+ For most situations, scripting are an easy way to "build" and roll out programs and setups. But there are situations where the construction of disk images may be the solution. For example during installation on many laptops.
  
  As we see, handling the construction process is about facilitating deployment on many computers. In exceptional cases, it's about building a tailor made Debian package But in most situations, all packaging is finished. Then you have to put in place a script which installs additional programs and certain settings. One can also create disk images if you have many similar machines, such as laptops to all students
  
@@ -423, +423 @@

  
  Operating department can create a copy of the Debian Edu archive on a central server. From here may all the software quickly and smoothly be installed on other machines. The advantage is that ICT service constantly overviews of the versions of the software they have made available to schools. One also prevents the installation of software not been considered by the Change Management.
  
- There may be considerable problems if you do not maintain program records and configurations. They may also make mistakes with a configuration or software package. Then this is rolled out to all machines. In addition, some schools may install little tested software or beta program into production. So one must have good processes and have someone to hold accountable for the maintenance of program records and configurations.
+ There may be considerable problems if you do not maintain the software library and configurations. They may also make mistakes with a configuration or software package. Then this is rolled out to all machines. In addition, some schools may install little tested software or beta program into production. So one must have good processes and have someone to hold accountable for the maintenance of program records and configurations.
  
  Is it needed a lot extra to install and maintain services and software already in use? However, if you choose away the tools providing management with upgrades you give yourself a lot of extra work. The ICT service must spend a lot of time on manual work with installation on each machine. The danger of making mistakes increases. When things do not work you get disgruntled users, and much time is spent to debugging.
  
@@ -435, +435 @@

  
  In our eyes ad-hoc solutions are only a detour through changes, and only an emergency measure. An ad-hoc solution is comparable to a temporary repair with "wire and tape." One must in sight clean up such solutions when you want stable operation without constant surprises. By skipping a planning phase you will get many more ad hoc solutions, and several operational problems when changes or upgrades are done. Therefore it is essential that professionals and management understand the value of a good planned process for changes.
  
- Therefore, we recommend that you convene a meeting for planning, and makes a stepwise plan for changes in the system. A stepwise plan will naturally vary according to the change. The upgrade OpenOffice.org suite is someting other than upgrading the whole system. When upgrading to a new office application, a 2-3 hour tour of the office suite may be enough for the teacher in each school. When upgrading the entire system one must both provide user training and that the technical works as intended.
+ Therefore, we recommend that you convene a meeting for planning, and makes a stepwise plan for changes in the system. A stepwise plan will naturally vary according to the change. The upgrade OpenOffice.org suite is something other than upgrading the whole system. When upgrading to a new office application, a 2-3 hour tour of the office suite may be enough for the teacher in each school. When upgrading the entire system one must both provide user training and that the technical works as intended.
  
  You'll find few shortcuts is the main point when it comes to planning and implementation. Studies show that those who plan properly and ensure that people have the right skills, have lower operating costs for the operation.
  
@@ -445, +445 @@

  
  ||'''Tasks'''||'''Details'''||
  ||Prioritization of the release:||Check if necessary decisions are made before a change or upgrade should be unrolled.||
- ||Central program archives (DSL)||Ensure that the appropriate software packages to be installed are in place in the central program archive.||
+ ||Definitive Software Library||Ensure that the appropriate software packages to be installed are in place in the definitive software library.||
  ||Configuration database||Be sure to have in place all configuration files. This applies both to those who are in use, and the new ones supplied in systems to be changed or updated.||
  ||Build management||All scripts and systems used to unroll or create disk images must be in place.||
  ||Testing||First, run trials on test equipment. When this works without any problems, it can be tested at a school. The school must be fully informed about, and fully in on trying out new software. When one is sure that everything works, you can upgrade for all.||
@@ -455, +455 @@

  
  As seen from the activity list, one needs several tools to keep track of different releases of software, services and hardware in the system. Some of these tools mentioned previously. But we repeat this anyway:
  
-  * Debian tools for central program archives (DSL)
+  * Debian tools for the definitive software library
   * Database for configurations and hardware (subversion setup files, spreadsheets detailing all hardware with physical location)
   * Build management (the system which builds Debian packages)
   * Hardware for testing and backup solution
@@ -474, +474 @@

  
  In a small organization, will a single freely accessible database be enough for logging and management of events (request tracker). But in larger organizations will almost certainly need a sophisticated distributed and integrated tools for service management. It means linking all processes to a system for event handling.
  
- Although tools can be important, as they are not important in itself. For the tasks and processes to be done, and the information needed which are important. They will provide the necessary information to spesify which tools are best suited to support operations. Here are some reasons why one may use software for operational and service management:
+ Although tools can be important, as they are not important in itself. For the tasks and processes to be done, and the information needed which are important. They will provide the necessary information to specify which tools are best suited to support operations. Here are some reasons why one may use software for operational and service management:
  
   * increased demands from users
   * lack of ICT knowledge
@@ -497, +497 @@

  
  In this chapter we have proposed a number of tools to improve operational support. Here follows a summary of the tools:
  
-  * Debian tools for central program archives (DSL)
+  * Debian tools for the definitive software library
   * Database for configurations and hardware (subversion setup files, spreadsheets detailing all hardware with physical location)
   * Build management (the system which builds Debian packages)
   * Hardware for testing and backup solution
@@ -581, +581 @@

  
  Going through in relation to key factors
  
- <references />
-