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

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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=19&rev2=20

  
  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>
- <td align="left">Assist in planning and implementation of educational and technical ICT work in the school.
+ ||Central ICT-coordinator||Assist in planning and implementation of educational and technical ICT work in the school.||1-2 h||½ position||
- </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>
- <td align="left">Make joint purchases, and ensure compliance with the service level agreement. Schedule updates, or develop solutions
+ ||ICT manager (principal)||Make joint purchases, and ensure compliance with the service level agreement. Schedule updates, or develop solutions||1 h||¼ position||
+ ||'''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.
  
@@ -516, +443 @@

  
  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>
- <td align="left">Check if the necessary decisions are made before a change or upgrade would be deployed.
+ ||Prioritization of the release:||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>
- <td align="left">Ensure that the appropriate software packages to be installed are in place in the definitive software library.
+ ||Definitive Software Library||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>
- <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.
+ ||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>
- </tr>
- <tr class="odd">
- <td align="left">Build management
- </td>
- <td align="left">All scripts and systems used to deploy or create disk images must be in place.
+ ||Build management||All scripts and systems used to deploy or create disk images must be in place.||
- </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.
+ ||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.||
+ ||Fall-back solution||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="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 ===