Provide service and support for a defined local area network environment including: consultation and advice, installation and maintenance of server, desktop access, site license software, training and documentation.

IMPORTANCE TO UNIVERSITY MISSION:

• Supports innovation and teamwork. Assists in reducing the level of bureaucracy at McMaster.
• Implementation of distributed computing platform enables:

  -delivery of client/server applications designed to aid in upgrading admin. systems

  -platform for the delivery/use of client/server applications, innovative uses of technology for distributing information

  -economies in the use of site license software, reduced numbers of copies of software required, file sharing, sharing of peripherals such as printers

  -fostering interdepartmental cooperation/sharing of information & resources

Faculties and administrative units of sufficient size to benefit from economies of scale or cost avoidance with respect to software and peripheral sharing. Currently there are 15 servers supporting a total of 46 departments supported by CIS.

HOW WELL IS IT DONE? HOW DO I MEASURE?

(a) Achievement of Objectives

-customer surveys, department reps distribution list

-rated service highly reliable by customers

-15 servers, 46 departments, 738 customers

-increased effectiveness with all department members using same software, ability to share files, distribute information electronically.

-Focus groups with customers to determine needs and gain customer feed back.

(b) Service Level

Each participating department receives a copy of the service level definition.

(c) Cost

-significant investment in servers (approx. $25K each) maintenance of servers approx. $2K per year per server, service is provided by staff in the LAN Group (2.7 FTEs), Software & Network groups.

EXTERNAL LINKAGES (e.g. Application Centre)

INTERNAL LINKAGES (other offices)

-Work closely with all departments that have a UTS-maintained LAN. Departments mount their own software on CIS administered systems. For instance the Registrar's office has its scheduling package on the system, Research Services have their database mounted and many areas have their own web servers on them.