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

Sun May 17 07:24:47 UTC 2015

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The "DebianEdu/Documentation/en/ITIL/Support" page has been changed by PetterReinholdtsen:
https://wiki.debian.org/DebianEdu/Documentation/en/ITIL/Support?action=diff&rev1=18&rev2=19

  
  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 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)||
+ <table>
+ <tbody>
+ <tr class="odd">
+ <td align="left">'''''Role'''''
+ </td>
+ <td align="left">'''''Operational responsibility'''''
+ </td>
+ <td align="left">'''''Time spend per school per week'''''
+ </td>
+ <td align="left">'''''Time spent in total for all schools'''''
+ </td>
+ </tr>
+ <tr class="even">
+ <td align="left">Centralised operations staff
+ </td>
+ <td align="left">Monitoring, debugging and operation of 500 machines, for example, 10 schools with 3,200 students and teachers.
+ </td>
+ <td align="left">2-3 h
+ 
+ (50 clients)
+ </td>
+ <td align="left">½ position
+ 
+ (500 clients)
+ </td>
+ </tr>
+ <tr class="odd">
+ <td align="left">ICT contact at each school
+ </td>
+ <td align="left">Oversight of equipment, easy maintenance, and reporting of incidents and requests
+ </td>
+ <td align="left">3-4 h
+ 
+ (50 clients)
+ </td>
+ <td align="left">1 position
+ 
+ (10 schools / 500 clients)
+ </td>
+ </tr>
+ <tr class="even">
+ <td align="left">Central ICT-coordinator
+ </td>
- ||Central ICT-coordinator||Assist in planning and implementation of educational and technical ICT work in the school.||1-2 h||½ position||
+ <td align="left">Assist in planning and implementation of educational and technical ICT work in the school.
+ </td>
+ <td align="left">1-2 h
+ </td>
+ <td align="left">½ position
+ </td>
+ </tr>
+ <tr class="odd">
+ <td align="left">ICT manager (principal)
+ </td>
- ||ICT manager (principal)||Make joint purchases, and ensure compliance with the service level agreement. Schedule updates, or develop solutions||1 h||¼ position||
+ <td align="left">Make joint purchases, and ensure compliance with the service level agreement. Schedule updates, or develop solutions
- ||'''Overall for a school'''||'''50 client machines (concurrent users)'''||'''6 - 10 h'''||||
- ||'''Overall for all schools'''||'''10 schools, 500 client machines (concurrent users)'''||||'''2 ¼ position'''||
+ </td>
+ <td align="left">1 h
+ </td>
+ <td align="left">¼ position
+ </td>
+ </tr>
+ <tr class="even">
+ <td align="left">'''Overall for a school'''
+ </td>
+ <td align="left">'''50 client machines (concurrent users)'''
+ </td>
+ <td align="left">'''6 - 10 h'''
+ </td>
+ <td align="left"></td>
+ </tr>
+ <tr class="odd">
+ <td align="left">'''Overall for all schools'''
+ </td>
+ <td align="left">'''10 schools, 500 client machines (concurrent users)'''
+ </td>
+ <td align="left"></td>
+ <td align="left">'''2 ¼ position'''
+ </td>
+ </tr>
+ </tbody>
+ </table>
  
  Experience shows that the scope of work of the ICT contact is affected by the number of concurrent users. The term "concurrent users" is new to many. To illustrate with an example: A school may have 250 students but not more than 50 computers. Then a maximum of 50 students can use computers at the same time. This is much less than the total 250 users who have an account on the system. It is these 50 logged in users that provide work for IT service. The other 200 people not logged in give little extra work.
  
@@ -391, +464 @@

  
  A variety of applications in addition to browser and office suite are installed in schools. Educational programs for learning, browser plug-ins, and programs for multimedia are needed. The systems also have network set-up and changed settings in specific programs. When you have many servers and perhaps thousands of clients, the need for effective tools for deployment, soon makes itself felt. Such tools are standard in Debian Edu.
  
- Build management is about ensuring that you always install the required software packages, services and proper settings both of individual programs and for the network. Many people have heard about so-called "images". One installs the operating system with all needed programs and configures the network. Then one uses an image program to make a copy of the hard disk. This "disk image" can then be copied to other computers.
+ Build management is about ensuring that you always install the required software packages, services and proper settings both of individual programs and for the network. Many people have heard about the so-called "images". One installs the operating system with all needed programs and configures the network. Then one uses an image program to make a copy of the hard disk. This "disk image" can then be copied to other computers.
  
  It is not necessary to build such disk images. Debian Edu is based on Debian which has an excellent package management system. There is no need to compile applications, as ready-made packages can be installed directly from the Internet. It is enough to work out what changes you want to the default set-up of Debian Edu or the main program archive in use. Then you make one or more scripts to run on each machine that get everything installed and set up.
  
- For most situations, scripting is an easy way to "build" and roll out programs and configurations. But there are situations where the construction of disk images may be the solution, e.g. for installation on many laptops.
+ For most situations, scripting is an easy way to "build" and roll out programs and configurations. But there are situations where building disk images may be the solution, e.g. for installation on many laptops.
  
  As we see, handling the construction process is about facilitating deployment on many computers. In exceptional cases, this may involve building a tailor-made Debian package. But in most situations, everything is ready-packaged. 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 for all students
  
@@ -409, +482 @@

   * When you are sure that everything works on the technical side, try installing the solution in one school. It is very important to agree about the testing with the school's ICT contact. Users must also be fully briefed on changes made for the sake of testing. Take care to preserve current adjustments in the set-up files, which may have been made in the course of normal maintenance.
   * When you are sure everything works, you can roll out the solution to all schools. It is easiest to create a script that simplifies upgrading of software packages, services and configurations.
  
- === Backing up ===
+ === Fall-back solution ===
  
  Much can go wrong during a new installation or upgrade. Therefore, one must have ready a fall-back solution. This lets one quickly get back to the system as it was before the upgrade. In technical terms, this is called roll-back.
  
@@ -443, +516 @@

  
  It is crucial to plan new releases. Most modifications of the system should be clarified with management. The following list of activities is designed to support the upgrades in a planning and implementation phase.
  
- ||'''Tasks'''||'''Details'''||
+ <table>
+ <tbody>
+ <tr class="odd">
+ <td align="left">'''Tasks'''
+ </td>
+ <td align="left">'''Details'''
+ </td>
+ </tr>
+ <tr class="even">
+ <td align="left">Prioritization of the release:
+ </td>
- ||Prioritization of the release:||Check if necessary decisions are made before a change or upgrade would be deployed.||
+ <td align="left">Check if the necessary decisions are made before a change or upgrade would be deployed.
+ </td>
+ </tr>
+ <tr class="odd">
+ <td align="left">Definitive Software Library
+ </td>
- ||Definitive Software Library||Ensure that the appropriate software packages to be installed are in place in the definitive software library.||
+ <td align="left">Ensure that the appropriate software packages to be installed are in place in the definitive software library.
+ </td>
+ </tr>
+ <tr class="even">
+ <td align="left">Configuration database
+ </td>
- ||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.||
+ <td align="left">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.
+ </td>
+ </tr>
+ <tr class="odd">
+ <td align="left">Build management
+ </td>
- ||Build management||All scripts and systems used to unroll or create disk images must be in place.||
+ <td align="left">All scripts and systems used to deploy 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.||
- ||Backing up||Even with extensive testing, new releases may go wrong. Therefore it is essential to have a fallback. The easiest solution is to spare have the old installation with data on a separate server machine. Such a machine can be plugged in if the change or upgrade does not work.||
+ </td>
+ </tr>
+ <tr class="even">
+ <td align="left">Testing
+ </td>
+ <td align="left">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.
+ </td>
+ </tr>
+ <tr class="odd">
+ <td align="left">Fall-back solution
+ </td>
+ <td align="left">Even with extensive testing, new releases may go wrong. Therefore it is essential to have a fallback. The easiest solution is to spare have the old installation with data on a separate server machine. Such a machine can be plugged in if the change or upgrade does not work.
+ </td>
+ </tr>
+ </tbody>
+ </table>
  
  === Tools ===
  
@@ -567, +679 @@

  
  Planning
  
- Plan for communication
+ Communication plan
  
  === Project review and reporting ===
  

