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Lab management provided by CRC

Jeff Barkow -

Per Sam Ablao:

 

Service Overview: 

Public Access Terminal (PAT) Support is limited to those computers that are used for community or lab environments. Public Access Terminals are computers that do not contain user data and can be re-imaged when software failures occur. CRC will ensure that the Operating System and software are functional, system updates occur on a regular basis, and ensure network and printer connectivity. 

Implementing Changes 

Public Access Terminals are implemented with a base image of the operating system, most Essential Stanford Software applications, and some additional, free and commonly-used software. 

If the department responsible for the PATs would like department-specific modifications, the Change Management process should be followed. 

 

Department-specific modifications may include:

  • Course-related applications.
  • Multimedia components.
  • Operating System
  • Printer, scanner, and peripheral drivers, plug-ins and settings.
  • Site licensed software, including free, open-source and commercial.

The department is responsible for:

  • Defining software requirements for PATs.
  • Delivering all the software licenses and media to CRC for the sole purpose of creating the image. The components will be returned to the department.
  • Managing licenses to ensure compliance.
  • Communicate best practices to users of the lab. Remind users that data will not be protected on the system and can be erased at any time.
  • Contact CRC in the event a PAT requires support due to malfunction. To receive support submit a HelpSU request at http://helpsu.stanford.edu

CRC is responsible for:

  • Providing a "best effort" level of software compatibility testing with lab image loadset.
  • Providing status updates, estimates for project completion and communications with department.
  • Deploying the software to all designated workstations.
  • Researching related software updates and patches.
  • Creating and managing a lab Group Policy Object, if needed.
  • Maintaining internal technical documentation of lab configurations.
  • Building and maintaining lab image, if applicable.

 

Expected Turnaround Times:

Changes to the Lab Machines are based on time required and whether or not the image will need to be rebuilt. If the PAT Lab Images require rebuilding and testing to allow for changes, more time will need to be allocated. 

Please allow 5-7 business days for completion from the point that CRC has received all software media, licenses and configuration information. 

 

Other Changes: 

Urgent changes

  • These types of changes address work-stopping defects in the image, which can bring a lab usage to a halt.
  • Potential major security risk can prompt an urgent change. Security patches are evaluated based on their likelihood to be exploited, combined with the possible extent of the damage. A high combination of both makes for an urgent situation.
  • If a change to the PATs is required, a 1-2 day turnaround time should be expected.

 Normal changes

  • These types of changes are generally applied to applications and are incremental updates (eg, Acrobat Reader X to XI) for example.
  • It includes more obscure security patches with a low likelihood of exploitation combined with a low risk of damage. Virus definitions are an example.
  • These are generally applied at regular, pre-scheduled update windows.

 

Major (Planned) changes

  • This type of change includes significant version changes, such as from Office 2010 to Office 2013, or Firefox 36 to 37.
  • Major operating system version changes. For example, the move from Mac OS X 10.9 to 10.10 or from Windows 7 to Windows 8.
  • Minor operating system patches, such as fixes for obscure bugs to peripherals like Bluetooth or 801.11x networking.
  • Generally, these are implemented at the beginning of the new academic quarter.

Department Lab Administrator Changes: 

In some cases, the department will have an internal lab support person. In those cases, it is important that any changes made by the administrator be reported to CRC. The changes will be reflected in the support documentation and future imaging processes, if necessary. 

Help with Troubleshooting and System Replacements 

Please report any issues related to the PATs as soon as they are discovered. Likewise, if a system needs to be added, removed or replaced, please report as soon as possible. Report issues to HelpSU at http://helpsu.stanford.edu

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