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LU - SGHE Application Management Services Webinar


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LU - SGHE Application Management Services Webinar

  1. 1. Application Management Services October 9, 2008
  2. 2. Agenda <ul><li>Welcome and Introductions </li></ul><ul><ul><li>Michael Dobe, Vice President of Information Technology Services for Lamar University </li></ul></ul><ul><ul><li>Todd Greenfield, Director of Technical Services for SunGard Higher Education </li></ul></ul><ul><li>Feeling Stretched? </li></ul><ul><li>Application Management Services (AMS) Overview </li></ul><ul><li>Maintain Your Uniqueness </li></ul><ul><li>True Team Approach </li></ul><ul><li>Selected Clients </li></ul><ul><li>Frequently Asked Questions </li></ul><ul><li>Why Choose AMS from SunGard </li></ul><ul><li>Q & A </li></ul>
  3. 3. Feeling Stretched? – We Understand <ul><li>Challenges </li></ul><ul><ul><li>Demanding user requests </li></ul></ul><ul><ul><li>Continuous requests for new applications </li></ul></ul><ul><ul><li>Lack of knowledgeable resources </li></ul></ul><ul><ul><li>IT budget cuts and reduced staffing </li></ul></ul><ul><li>We can help </li></ul><ul><ul><li>Leverage our full resources to help your institution </li></ul></ul><ul><ul><li>Unload the burden of maintaining your ERP </li></ul></ul><ul><ul><li>Application Management Services </li></ul></ul><ul><ul><li>Application Hosting Services </li></ul></ul>
  4. 4. Lamar University
  5. 5. Lamar University <ul><li>Michael Dobe </li></ul><ul><ul><li>Vice president of Information Technology Services </li></ul></ul><ul><ul><li>As CIO provides IT services for 3 branch institutions as part of the Texas State University System (TSUS) </li></ul></ul><ul><ul><li>Serves approximately 16,000 students (Lamar and branch institutions) </li></ul></ul><ul><li>Lamar University is located in Beaumont, Texas: </li></ul><ul><ul><li>80 miles from Houston, 40 miles from the Gulf Coast beaches, 30 miles from Louisiana, and 70 miles from the Texas lakes region.  </li></ul></ul><ul><li>What sets them apart? </li></ul><ul><ul><li>Lamar provides support for new and challenging academic technologies through an academic partnership program for education at a distance. </li></ul></ul>
  6. 6. Feeling Stretched? – We Understand <ul><li>Lamar University Experiences </li></ul><ul><ul><li>Common problems in Higher Education </li></ul></ul><ul><ul><li>Reasons for choosing SunGard </li></ul></ul><ul><li>“ Depending on SunGard to manage our new administrative software is a natural fit. They bring a unique combination of application expertise and production database management talent which is critical to our success.” </li></ul><ul><ul><li>Michael Dobe, </li></ul></ul><ul><ul><li>Chief Information Officer </li></ul></ul><ul><ul><li>Lamar University </li></ul></ul>
  7. 7. Application Management Services
  8. 8. AMS - Operating System Administration <ul><li>Windows ® and Linux supported </li></ul><ul><li>Installation and hardening </li></ul><ul><li>Backup and Recovery </li></ul><ul><li>Systems Tuning </li></ul><ul><li>Critical systems/services/logs monitoring </li></ul><ul><li>OS Upgrades and patches </li></ul><ul><li>Error troubleshooting </li></ul><ul><li>Security administration </li></ul><ul><ul><li>Server Account Administration </li></ul></ul><ul><ul><li>Log Reviews & Monitoring </li></ul></ul>
  9. 9. AMS - Database Administration <ul><li>Oracle and Microsoft SQL Server Support </li></ul><ul><li>Certified Database Administrators </li></ul><ul><li>Pre-environment planning </li></ul><ul><li>Installation and Configuration </li></ul><ul><li>Upgrades and Patches </li></ul><ul><li>Performance Tuning </li></ul><ul><li>Proactive Monitoring </li></ul><ul><li>Error Troubleshooting </li></ul><ul><li>Database Backup and Restore Management </li></ul><ul><li>Database Security </li></ul><ul><ul><li>Database Account Administration </li></ul></ul><ul><ul><li>Log Reviews & Monitoring </li></ul></ul>
  10. 10. AMS - Application Administration <ul><li>Experienced Application Administrators </li></ul><ul><li>All SunGard Higher Education Applications supported </li></ul><ul><li>Setup and Configuration </li></ul><ul><li>Upgrades and Patches </li></ul><ul><li>Environment Cloning </li></ul><ul><li>Tier 2 Application Troubleshooting </li></ul><ul><li>Assistance with baseline tools and utilities </li></ul><ul><li>Based on best practices gained from multi-institutional experience and exposure </li></ul>
  11. 11. AMS – What’s not included? <ul><li>Tier 1 Support </li></ul><ul><ul><li>SunGard Higher Education Customer Support Center (Actionline) </li></ul></ul><ul><ul><li>End user support </li></ul></ul><ul><li>“ Data” Actions </li></ul><ul><ul><li>Programming/Development </li></ul></ul><ul><ul><li>Operational report writing </li></ul></ul><ul><ul><li>Research/Analysis </li></ul></ul><ul><li>Application Security </li></ul>
  12. 12. AMS – Lamar University <ul><li>High Availability Environment </li></ul><ul><ul><li>CIO Infrastructure Requirements </li></ul></ul><ul><ul><li>Extremely tight deployment timeline </li></ul></ul><ul><ul><li>Supporting three schools </li></ul></ul>
  13. 13. Supportive Architecture <ul><li>High availability to create a robust partnership </li></ul><ul><ul><li>Dell 2950 Dual CPU Quad Core Servers </li></ul></ul><ul><ul><li>Red Hat Linux OS </li></ul></ul><ul><ul><li>Banner DB running Oracle RAC </li></ul></ul><ul><ul><li>ODS DB running Oracle RAC </li></ul></ul><ul><ul><li>Six load balanced application servers running through Big IP F5 </li></ul></ul><ul><ul><li>Three batch servers </li></ul></ul><ul><ul><li>Development Environment </li></ul></ul><ul><ul><li>DR Environment (currently being built – will use Oracle Data Guard) </li></ul></ul>
  14. 14. Maintain Your Uniqueness <ul><li>Lamar University Experience </li></ul><ul><ul><li>Overall Engagement </li></ul></ul><ul><li>Hurricanes </li></ul><ul><ul><li>Edouard – August 2008 </li></ul></ul><ul><ul><li>Gustav – September 2008 </li></ul></ul><ul><ul><li>IKE – September 13 th 2008 </li></ul></ul><ul><ul><ul><li>Loss of infrastructure, power, water, etc. </li></ul></ul></ul><ul><li>Each Institution is Unique </li></ul><ul><ul><li>We realize this </li></ul></ul><ul><ul><li>We are flexible </li></ul></ul><ul><ul><li>We are here to help </li></ul></ul>
  15. 16. Team Approach <ul><li>Lamar/SunGard Teamwork </li></ul><ul><ul><li>How is this working so far </li></ul></ul><ul><li>True Team Approach </li></ul><ul><ul><li>All service areas backed by multiple team members – “Verizon Model” </li></ul></ul><ul><ul><li>Team members are application specialists </li></ul></ul><ul><ul><li>Assignment/Task sharing on larger projects </li></ul></ul><ul><ul><li>Banner/Luminis/Oracle/Unix/Linux/Windows </li></ul></ul>
  16. 17. Team Approach <ul><li>Named Primary Engagement “Team Leader” </li></ul><ul><ul><li>No human single point of failure </li></ul></ul><ul><ul><li>Consistent communication flow among immediate team </li></ul></ul><ul><ul><li>Consistent and effective proven practices across teams </li></ul></ul>
  17. 18. Selected Clients
  18. 19. Frequently Asked Questions <ul><li>How much does it cost and How long are the typical engagements? </li></ul><ul><ul><li>2 to 3 year fixed fee </li></ul></ul><ul><li>Do I lose control? </li></ul><ul><ul><li>Configurations </li></ul></ul><ul><ul><li>Upgrades - What and when </li></ul></ul><ul><ul><li>Change – No forced change </li></ul></ul><ul><ul><li>Downtimes </li></ul></ul><ul><li>Do you manage other systems? </li></ul><ul><ul><li>SunGard Higher Education Applications </li></ul></ul><ul><ul><li>Learning Management Systems and other major ERPs </li></ul></ul>
  19. 20. Why choose Application Management Service
  20. 21. Additional Included Components <ul><li>Emergency Support Services Contact Number </li></ul><ul><ul><li>Dedicated toll free “800” number tied directly to our Central Help Desk </li></ul></ul><ul><ul><li>Used for emergency Tier 2 support 24x7x365 </li></ul></ul><ul><li>Proactive Application Monitoring </li></ul><ul><ul><li>24x7x365 monitoring of externally facing application components </li></ul></ul><ul><ul><li>Notification to services teams </li></ul></ul><ul><li>Secure Access </li></ul><ul><ul><li>Always available 24x7x365 secure VPN access for services teams </li></ul></ul><ul><ul><li>Branded 128-bit CISCO VPN Device </li></ul></ul><ul><ul><li>Requires 2-factor authentication </li></ul></ul><ul><ul><li>No “delays” when support is needed </li></ul></ul>
  21. 22. Application Management Services
  22. 23. <ul><li>“ Hosting the software at the company’s data center will enable our staff to devote their full attention to building relationships with our constituencies and raising funds for the University of Oregon.” </li></ul><ul><ul><li>Gary Livesay, </li></ul></ul><ul><ul><li>Chief Operating Officer </li></ul></ul><ul><ul><li>University of Oregon Foundation </li></ul></ul>
  23. 24. For more information contact: Melissa Meridith, SunGard Higher Education Account Executive at [email_address] 1-800-800-1874 or contact your SunGard Higher Education Account Manager Thank you