Loosely based on the table of contents from: The Practice of System and Network Administration, Thomas Limoncelli & Christine Hogan, Addison-Wesley, 2001.

Goals

1. Accessibility
   1. control physical access
      • with monitoring, lessens crime
      • restricts outsiders from using resources
      • manage access to limited resources (e.g., licenses to use software)

   2. secure
      • with logging, allows tracing of suspicious activity
      • puts security of user's files under user's control
      • isolates workspaces

   3. allow remote administration
      • avoid travel and save time

2. Availability
   1. servers -- operate with redundancy (power supplies, CPUs, data paths to disk, network connections)
      • try to avoid single point of failure (SPOF)
      • key servers should be up and operational 99.9% of the time (downtime is 10 min/wk)
      • upgrades and key changes should not require bringing down a key server (failover)
      • uptime/downtime should be logged for Quality of Service determination

   2. workstations -- redundant images
      • should be running at 98% capacity during quarter; 50% during breaks

   3. shared peripherals -- redundant peripherals

3. Connectivity
   1. network (wired and wireless)
      • computational (laptops, PDAs)

   2. data storage connections

4. Currency
   1. replace hardware periodically
      • replace every 3-4 years for workstations
      • replace every 4-6 years for servers
      • replace every 5 years for networks

   2. upgrade software
      • apply reviewed critical security patches immediately
      • apply other security patches and driver updates during breaks
      • upgrade software on demand from faculty
      • upgrade software every summer

   3. investigate new technologies related to all areas

   4. advocate use of promising new technologies
      • the criterium should be that it improves some aspect

   5. anticipate how technologies can help satisfy upcoming needs
      • by carefully deviating from expedient or traditional measures, build up new expertise and refine old approaches

5. Functionality
   1. meet direct needs of faculty and students
      • store and retrieve files
      • perform computations
      • learn and use applications related to courses
      • develop programs as required by courses
      • install operating systems and apps as required by courses
      • connect and configure equipment as required by courses
      • perform research
      • create and publish documents
      • create and publish presentations
      • coordinate projects
      • print (b&w and color)
      • input, output and manipulate digital images
      • develop coursework

   2. provide operational infrastructure
      • define and re-configure physical structure/layout
      • set up and maintain computers
      • set up and maintain network
      • set up and maintain printers
      • manage login accounts

6. Manageability
   1. define areas of responsibility with overlap for coverage
   2. adhere to standards
   3. establish policies
   4. phase in big changes gradually

7. Maintainability
   1. plan changes
   2. document procedures
   3. establish and reuse tests
   4. automate

8. Security
   1. maintain system security
      • prevent viruses and other untrusted programs from running
      • prevent unauthorized outside access to system
      • detect intrusions
      • recover system after intrusion

   2. maintain network security
      • control bandwidth of untrusted devices
      • block spreading of viruses and worms
      • authenticate to gain network access (especially wireless)
      • prevent denial of service
      • lock down most network jacks to allowable devices/uses
      • physically block or deactivate unrestricted network jacks

   3. assure that information maintains integrity and confidentiality
      • perform periodic backups and check restores of backups
      • limit the readbility of files and directories where needed
      • allow and promote use of encryption (with trusted decryption)
      • maintain requested privacy of personal information (FERPA)

9. Customer Service
   1. allocate and de-allocate resources upon approved request

   2. set up help desk/trouble ticket system
      • track and report problems and their resoloution
      • build knowledge base of frequently-asked questions (FAQ)

   3. advertise help, significant changes and outages

   4. resolve reported problems effectively

10. Performance
    1. establish and maintain quality of service
       • manage disk space
       • manage network bandwidth for fair use among users in same category

    2. monitor and analyze resources

11. Scalability
    1. plan for expansion and contraction