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IMSS System Management Service (SMS)

Program Details

IMSS provides System Management Services (SMS) to over 20 organizations on campus. There are 26 system managers working under this program. Departments pay the salary and benefits of the system managers who are organizationally within IMSS. Departments also provide workspace and necessary equipment for system managers to perform work functions. Departments can contract for a fraction of a system manager, with the minimum commitment of 25% of an FTE.

Two IMSS Technical Managers provide front line supervision of the system managers and are largely funded through the management fee of $8,000/year for each FTE managed (charged annually through a Web Internal Charge).

The IMSS Director and Technical Managers oversee the SMS operation, perform administrative functions, and provide the official interface with contracting departments.

Hourly Option

System management services are also available on an hourly basis. The fee is $75 per hour (billed via a Web Internal Charge). The fee is charged in 15 minute increments. The hourly service is appropriate for those groups needing only occasional support, those that do not want a longer-term commitment, and those that require less than 25% of an FTE. The Hourly Service provides the same services as the standard SMS program, except that the client is not necessarily guaranteed the same person each time work is performed.

IMSS Help Desk

The services of the IMSS Help Desk (ext. 4602, help@caltech.edu, 312 Center for Student Services Building) are available for no charge for email, phone, and walk in questions. However, if the work to be performed will take longer than one hour, a fee of $75 per hour will be charged after the first full hour of work performed.

Service Offerings

  • Design of Computer Systems
  • Installation of Computer Systems (Computer, Peripherals, Software)
  • Ongoing System Management
  • Creating Accounts
  • Installing O/S Updates and Patches
  • Backups/Restores
  • Installing Application Software and Updates
  • Installing Security Patches and Ongoing Monitoring for Security Events
  • Firewall Setup
  • Day to Day Operation and Troubleshooting
  • End User Support
  • Software Development (where applicable)
  • Standardized configuration whenever possible
  • We support Suns (and other UNIX platforms), PCs (Windows, Linux), and Macs
  • Technical support via IMSS Technical managers (both UNIX and Windows environments)
  • Backup support during system manager absences

Technical Manager's Responsibilities

  • Conduct periodic reviews of supported clusters to ensure system security, robustness, backup/recovery procedures, and disaster recovery plans.
  • Develop, publish, and maintain "Best Practices" documentation for linux, Windows, and Macintosh environments, including relevant tools, kickstart environments, etc.
  • Assist system managers with implementing and maintaining Best Practices.
  • Gain familiarity with each supported cluster.
  • Ensure proper staffing levels for SMS-supported clusters.
  • Provide (directly or indirectly) backup support for system managers during vacations, sick, emergencies, etc.
  • Monitor relevant trouble ticket queues and ensure tickets are being handled in a timely and effective manner.
  • Run periodic meetings of SMS team members.
  • Assist ITS management with the system manager hiring process, performance reviews, and communications with SMS clients.
  • Provide consultation to system managers for cluster design and implementation.
  • Provide operational oversight of all SMS managed clusters.

Organizations Supported

The following organizations on campus contract with IMSS to provide system management support (# of FTE)

  • Applied and Computational Mathematics Department (1)
  • Caltech Administration (2)
  • Caltech Archives (hourly service)
  • Caltech Dining Services (1)
  • Computer Science Department (2.5)
  • Control and Dynamic Systems Department (1)
  • Davidson Lab (.5)
  • Division of Biology (3)
  • Division of Geology and Planetary Sciences (4)
  • Division of Humanities and Social Sciences (2)
  • Electrical Engineering Department (3)
  • Electronic Media Publications (1)
  • Gharib Lab (.5)
  • Graduate Aeronautics Laboratory (1)
  • Koch Lab (.5)
  • Lester Lab (.25)
  • Mathematics Department (.5)
  • Office of Public Events (.5)
  • Office of Technology Transfer (.25)
  • Student Affairs Division (1)