2.1. Distribution of Responsibility

The University has a distributed computing environment. Some aspects of the University Network are centrally administered by Information Services and others are administered locally. The central computers (including high performance computers and general purpose time-sharing systems), basic network infrastructure and centralised platforms for administrative systems such as Themis and Merlin are managed by Information Services. Information Services is also responsible for the overall IT environment within the University.

Faculties, departments and affiliated institutions are responsible for local area networks, local computers and individual workstations. Appropriate IT staff should be employed to service local systems and to support staff in the department or faculty.

The University has a devolved support model for Information Technology. This support model is known as the LITE/LANAD model of support.

The Information Services Technical Note 107: 'Defensive Computing Strategies for Desktop Computers and Local Area Networks' outlines the responsibility of LANADs and LITEs within the distributed computing environment of the University.

http://www.its.unimelb.edu.au/Technote/107_DefComp/DefComp_ToC.html

2.1.1. Information Services (IS) Guidelines

2.1.1.1. Information Services responsibility

Information Services is directly responsible for the provision and maintenance of:

• Policy development and monitoring

• University IT standards

• Network and communication infrastructure

• University switchboard

• Central network superstructure

• Professional advice to University policy makers, particularly Faculty IT committees

• University - Internet gateway through the Victorian Regional Network

• Overall Network Security

• Core corporate administrative systems

• High Performance Computing (HPC)

• Management of site licensing agreements

• Management of campus-wide support and maintenance arrangements

• Centrally provided OpenVMS and UNIX systems

• CWIS development, central caching and proxy serving

• Some general-access student computer laboratories

2.1.1.2. Centrally funded services

Information Services directly provides, as centrally funded services:

• Support, guidance and leadership for IT staff throughout the University

• Email services for staff and students and associated directory services

• Strategic IT courses - at present, the strategic focus is Transforming Teaching and Learning through assisting academic staff to acquire skills in multimedia development

• Electronic and paper publications for the guidance of all members of the University in the use of information technology

• Web space for academic purposes and for non-academic material of interest to the whole University community

• Support structures and services for LITEs and LANADs

• Core, corporate administrative systems developments

• Corporate data accumulation and interchange architecture

• Operation of major time-share systems

• Technical developments and investigations

• Supercomputing facilities allocated by peer review

• Investigation and correction of some LAN and telephone faults

• Design of departmental LANS

2.1.1.3. Fee for Service

Information Services provides services for which a fee may be charged:

• Telephone and associated voicemail services

• A central networked calendar service

• Computer time and resources on central UNIX and OpenVMS machines

• Facilities Management Agreements including server management and support

• Service Level Agreements including workstation management and support.

• Local area network and workstation trouble-shooting

• Programming and application development

• Specialised IT courses

• IT courses for general staff.

• Computer laboratory hire

• Network cabling within departments

• Supply and repair of computers and related equipment, software and consumables

2.1.1.4. Services not directly supported

Information Services supports LITE and LANAD staff but does NOT provide:

• Direct IT support to end users other than fee-for-service arrangements (limited support through Computer Supply and Support)

• Network, hardware or software configuration and support within faculties and departments

• Installation of hardware or software

• Individual workstation trouble-shooting

• Hardware maintenance (except for bulk maintenance contracts).

2.1.1.5. Department responsibility

Departments are responsible, usually through LITE and LANAD staff for:

• Local area network management in accordance with University policies

• Local computers including servers and workstations

• Direct IT support for local staff

• Hardware and software support within the faculty or department

• Department or faculty adherence to University IT policies, including standards

2.1.2. LITE/LANAD model of support

2.1.2.1. Key points of the LITE/LANAD model

• In most cases, particularly day-to-day assistance of end users, IT support is devolved to faculties and departments.

• Local IT staff may be in a specific IT position, or they may be recognised by their department as an IT support resource, whilst primarily employed for other tasks.

• It is a management responsibility within departments and faculties to ensure that an appropriate level of local IT human resources are available. Information Services is a complement to - not a substitute for - appropriate local IT resources.

• The responsibility of Information Services is to support IT staff in faculties and departments, and to provide centralised support programmes in cases where devolution is not appropriate or efficient. This includes IT training, publications, standards, High Performance Computing, core networking infrastructure, core admin systems etc.

• Information Services would be pleased to negotiate with customers to provide additional services through a Facilities Management Contract (FMC) or Service Level Agreement (SLA).

2.1.3. FLITE: the Forum for Local IT

FLITE, the Forum for Local IT Experts, is a discussion group for LITEs. It is intended to facilitate discussion and information exchange between staff in Information Services and IT staff in Faculties and Departments.

FLITE is intended for discussion of matters of interest to LITEs, but all interested University staff can attend meetings or subscribe to the FLITE mailing list.

For instructions on how to subscribe to the FLITE mailing list, see

http://www.unimelb.edu.au/lanad/subscribe.html

An archive of FLITE email is to be found at

http://www.its.unimelb.edu.au/hma/uni/flite/

FLITE holds scheduled meetings, at which there are discussions and presentations on local IT issues, new IT products, programmes and/or directions. Check the current year events at http://liteco.unimelb.edu.au

2.1.4. LANAD: Local Area Network Administrators

LANAD refers both to Local Area Network Administrators, and to the Local Area Network Administrators group. Membership of the group is available to staff whose duties include administration of local computer networks and related facilities in departments or faculties.

Many LANADs are also LITEs and subscribe to the FLITE mailing list.

For instructions on how to subscribe to the LANgroup mailing list, see

http://www.unimelb.edu.au/lanad/subscribe.html

The LANAD and LITE Home Page is to be found at

http://www.unimelb.edu.au/lanad/

There is a mailing list for Windows Server administrators. Information on how to subscribe to this list can be found at

http://www.its.unimelb.edu.au/winnt/

A searchable mail archive for the WinNT mailing list can be found a

http://www.its.unimelb.edu.au/hma/its/winnt/

2.1.5. Recruiting a Departmental LITE or LAN Administrator

Information Services is pleased to assist in recruitment of IT staff. We can advise in the process of determining needs and defining the position, and in the selection process. Outline Position Descriptions are available at:

http://www.its.unimelb.edu.au/its-info/AtoZ/00LITE-PDs.html

2.1.6. New Staff IT Considerations

2.1.6.1. All Staff

When a new staff member starts, some or all of the following will be required:

• Introduction to your departmental LITE.

• Notify Telephone Services see Section 4.4

• A POP email account see Section 3.1.5.2

• Familiarity with the IT support model: see Chapter 2

• IT Training: see Section 2.4

• Accounts on Information Services central systems: see Section 3.1

• An overview of IT as part of the Human Resources induction programme

2.1.6.2. IT Staff

All of the above and:

• Registration as a LITE with Information Services LITE Support Group (also available to existing staff taking on LITE duties). For inclusion on the LITE register phone (ext 40888) or by email to it-hdesk@unimelb.edu.au

• Subscribe to the FLITE and LANgroup mailing lists. http://www.unimelb.edu.au/lanad/subscribe.html

2.1.6.3. Advantages of Registering a LITE with Information Services

• Preferential assistance from LITE Support

• LITE-only courses and support services

• Inclusion in special information sessions

• Access to a LITE-only hotline.

2.1.7. Staff Leaving

2.1.7.1. All Staff

When a member of staff leaves, the following should occur:

• Unsubscribe from any mailing lists

• Email accounts and aliases must be cancelled or re-assigned and the password changed

• Accounts on administrative and central systems must be cancelled or re-assigned and the password changed

• Notify Telephone Services, and cancel directory, Voicemail and PINs as appropriate.

2.1.7.2. LITE/LANAD

All of the above and:

• Notify Information Services Computer Supply and Support if a departmental LITE is leaving by email to it-hdesk@unimelb.edu.au

2.2. Access to Facilities

2.2.1. Distributed Access

Different sectors of the University community have access to different facilities and services. The lists below outline the various services and facilities available through Information Services and which sectors of the University community are eligible for access.

More information on each of these is available from the relevant section of this ducument and from Information Services staff. Access is subject to change and may differ from the information published. Access to most of these services is not automatic, is subject to conditions and involves some application process.

For many of these services identification showing the affiliation with The University of Melbourne will be required. Examples of appropriate identification include a staff or student card. The services with (ID) listed next to the entry require identification. You may be required to provide identification for any services provided by Information Services.

2.2.1.1. Staff

University staff have access to the following services and facilities:

• Access to administrative systems (ID) as required by job description.

• FLITE membership

• Access to services and facilities available to postgraduates and undergraduates

• Central email

• Dial-In-PPP access (ID) if endorsed and funded by the department.

• ITC Courses, InfoSheets.

IT Staff have access to the following additional services and facilities:

• Membership of LANAD

• Computer Supply and Support LITEline (ID)

• Computer Supply and Support (ext 40888)

• Allocation of IP numbers (ID)

• Access to all services and facilities available to the wider community

2.2.1.2. Students

Undergraduates have access to the following services and facilities:

• email account on central server mail.student (ID)

• Required software on CD ROM (ID)

• Public Access/ Public Domain software

• Accounts on central machines if endorsed and funded by the department (ID)

• Computer Supplies Purchases and Repairs

• WWW (subject to daily quotas)

• General purpose computer laboratories (ID)

• InfoSheets from the ITC

Postgraduates have access to the following additional services and facilities:

• Dial-In-PPP access (ID) if endorsed and funded by the department.

• Licensed software (ID)

• Access to services and facilities available to undergraduates

2.2.1.3. Affiliates

The extent to which staff and students of affiliated organisations have the same privileges as the University's staff and students depends on the affiliation agreement between the organisation and the University.

For information about affiliated institutions see

http://www.unimelb.edu.au/az/affiliates.html

2.3. Technical Assistance

2.3.1. Policy

In accordance with the LITE/LANAD model of support, as outlined in Section 2.1 'Distribution of Responsibility', responsibility for support of University IT is distributed between faculties, departments and Information Services.

Within Information Services there are a number of different mechanisms in place to provide support. Information Services provides systems for self help whenever possible such as Information Sheets, Technical Notes, FLITE, and WWW pages. In cases where these are not adequate, individual help is available. Wherever possible an attempt has been made to provide a single point of call for University staff. This is generally the LITE Support Group (Computer Supply and Support 40888) who can refer on if needed. The major exception is for purchasing and related assistance which is handled by Computer Supply and Support directly. LITEs can contact the Computer Supply and Support (ext. 40888) for more information on the 'LITEline', a LITE service exclusively for the registered LITEs.

2.3.2. Types of Technical Assistance Provided

LITEs and LANADs receive preferential treatment by being offered

• Individual one on one assistance either via LITEline, Computer Supply and Support

• Getting someone to attend to a desktop problem from Computer Supply and Support

• Some specialised group training, e.g. diagnosing network faults training

• Reporting and getting assistance with network problems via LITEline

• Applying for IP numbers through the IP Reg system.

• Policy and strategic advice

• Any of the other forms of technical assistance offered to the wider community

University staff and postgraduates receive the following assistance

• Training classes on a range of IT related subjects.

• Step by step instructions on specific problems from either the Computer Supply and Support, InfoSheets or the WWW

• Advice on how to tackle a problem, where to get information or how to fix a problem yourself from either the Computer Supply and Support, InfoSheets or the WWW

• Purchasing advice for individual, departments and faculties from Computer Supply and Supports pricelist on WWW

Research support is provided by

• Courses on the use of statistical packages and the services of a consultant statistician. A fee may be charged where extensive work is required and resources are available.

• High Performance Computing service and consultation.

In certain circumstances where resources permit and expertise is available, Information Services can provide assistance on a fee for service basis by a Service Level Agreement (SLA) or refer on as the case may be.

2.3.3. Useful URLs

Information Divison Home Page

http://www.infodiv.unimelb.edu.au/

IT Procurement and Licensing Home Page

http://www.infodiv.unimelb.edu.au/itpl/

LANAD & LITE Home Page

http://www.unimelb.edu.au/lanad/

Windows Servers at the University of Melbourne

http://www.its.unimelb.edu.au/winnt/

IT Mail Archives

http://www.its.unimelb.edu.au/hma/

IT InfoSheets & Technical Notes Publications Index

http://servicedesk.unimelb.edu.au/knowledgebase/

2.4. IT Courses

Information & Education Services provides an IT Training program which focuses on providing training in IT skills such as word processing and spreadsheets. There are also courses, which cover networking and more advanced topics. The courses are only available to staff and held in the Information Technology Centre (ITC)

2.4.1. Information & Education Services Course Brochure

The Information & Education Services Course Brochure is produced quarterly and mailed to all people on the mailing list. To be added to, or removed from, the Information & Education Services Course Brochure mailing list, send email to courses-itc@unimelb.edu.au with details. Include your name and (internal) mail address.

The Course Brochure is also available from the ITC Reception Counter and at

http://www.its.unimelb.edu.au/courses/brochure.html

2.4.2. Course Venue

Courses are usually conducted in the teaching laboratories in the Information Technology Centre (ITC), at Level 1, 780 Elizabeth Street, Parkville.

2.4.3. Application

Application forms are available in the Information & Education Services Course Brochure, from the ITC Reception Counter and at

http://www..its.unimelb.edu.au/courses/booking.html

• Enter the course numbers (listed in the Course brochure timetable) of courses you would like to attend.

• Where you have nominated a course that has multiple dates, indicate an alternate course number in case you are not selected for your first preference.

Forward the completed and authorised application form together with payment (if required) to the Course Administrator, Information & Education Services, Information Services.

2.4.4. Conditions of Application

An official application form must be completed, signed by the applicant, endorsed by the Head of the applicant's department and sent to:

• Internal address 'Course Administrator, ITC'.

• External address 'Course Administrator, ITC, Level 1, 780 Elizabeth Street, The University of Melbourne, Parkville, 3010.'

Courses listed with a course fee for internal users require an Internal Order for the amount indicated on the application form to be sent with the application form. If there are no places, or if notice of cancellation is received at least two full working days prior to commencement of the course, the fee will be refunded.

2.4.5. Notification

You will receive notification of acceptance within five days of applying for a course. There is no need to confirm after you have been accepted.

2.4.6. Waiting List

If the course is fully booked you will be placed on a waiting list. If there is a cancellation you may be offered a place on the course. Otherwise, you will be offered a place before the next round of courses by letter. If you wish to accept the offered place, you must do so within one week by phone (ext 44459) or email courses-itc@unimelb.edu.au. If you do not reply, your place will be offered to another person and you will be returned to the waiting list.

2.4.7. Cancellation

If you cannot attend a course that has been confirmed, you should notify the ITC reception at least 48 hours before the course by email or phone. There is a fee ($50) for failure to notify non-attendance of courses. This fee is payable even if the course is free.

All people placed on the waiting list are also added to the mailing list for the next mailing of the Information & Education Services Course Brochure.

2.4.8. Special Courses

It is sometimes possible to modify our standard courses to meet the specific needs of a customer, or to make special scheduling arrangements. A fee may apply, depending on the extent to which the standard course has been modified. To discuss this possibility contact courses-itc@unimelb.edu.au

Created: November 1996
Last Modified: 30 March 2007
Authorised by: Vice and Deputy Principal(Information), Information Division.