Technology Refresh Procedures: Student Use
Needs Assessment
Typically, systems located in student labs have the highest utilization of all systems on campus. In addition, it is necessary to maintain fairly robust systems in the general labs in order to support an application suite that ranges from basic office applications such as Microsoft Word and WordPerfect to processor and graphic intense applications such as Adobe Photoshop, Coral Draw and Quark Desktop Publishing. The typical lab desktop system supports a suite of almost 200 applications. Many of these desktop systems are supported with a variety of peripheral equipment to include scanners, printers, projection systems, etc. Prior to Spring 2001, labs were available approximately 19 hours a day during the week and an additional 28 hours on the weekend with over 80% utilization. Today, the main lab provides 24-hour access during the week.
Assessment Review Acquisition
Because of the high utilization in these labs the equipment simply wears out in 36 months. Within the general student labs, we have approximately 300 systems with another 260 located in specialized classrooms around campus, roughly a third of these systems are replaced every 12 months. At present the 36 month refresh cycle is based on a number of factors which including the number of service calls to a lab, the age of the systems, instructional requirements and budgetary constraints. After the Technical Support Manager has performed an assessment of labs to be refreshed, the IT managers review the plan to insure that it addresses all outstanding issues. At that point, requisitions are prepared for the purchase of roughly 186 systems with extended 36-month warranty. At present we have been purchasing systems, but are investigating the possibility of leasing systems.
Installation and Removal from Service
Systems are normally installed during the Christmas Break in late December and early January. Several months prior to the installation, one of the systems is delivered to IT Technical services. Staff develops the software images required for that particular model computer in the labs in which it will be deployed. This image under goes extensive testing by Technical Services and Customer Services to assure the stability of the installed software. Images are then loaded on servers for deployment during the installation cycle. Typically all new systems are installed, receive a software load and are put into service in a 2-week window through a coordinated effort of Technical Services and Customer Services. Systems that are removed from service are evaluated to determine the viability of use elsewhere on campus or if they have reached the end of their life cycle and should be salvaged.
Training
Prior to installation, lab prototypes are made available to Customer Services, on which lab assistants test the image and receive basic training regarding changes and new features in the image. Lab assistants typically work with the image performing testing and training from a few weeks before deployment through the installation process.
Maintenance
Hardware maintenance is relatively easy as all systems are purchased with a 36-month extended warranty to cover maintenance cost that may occur during the lab service cycle. Unfortunately due to recent escalation of hardware technology and hardware requirements of software applications, maintaining a software image that will run on three robust systems acquired over a three year period is not so easy. This is one of the factors that are pushing the university to consider the possibility of leasing rather than purchasing.
General Comments
On a yearly basis, the supporting equipment such as printers, projectors, and scanners, is evaluated based the amount of use the equipment has received, maintenance costs, technology advances and future needs to determine if the equipment should be replaced. Most laser printers and projectors are replaced on a 36 to 48 month cycle.