University of Pennsylvania Information Technology Overview

Ivy Plus 2010 University of Pennsylvania Mark Wehrle Technical Director, N&T Operations 215-898-9664 wehrle@isc.upenn.edu ISC N&T University of Pennsylvania

Agenda Penn Bio and Network Profiles Accomplishments Major Challenges New Initiatives ISC N&T University of Pennsylvania

About Penn An Ivy League University in Philadelphia, PA founded in 1740 by Ben Franklin Largest private employer in the city of Philadelphia and the second-largest in the Commonwealth of Pennsylvania. 3 Campus Locations: West Philadelphia campus: 279 acres, 181 buildings (excluding hospital) New Bolton Center: 600 acres, 106 buildings Morris Arboretum: 92 acres, 33 buildings ISC N&T University of Pennsylvania

About Penn Students 25,007 Under Grad 10,394 Graduate Part Time Faculty 4199 Standing Associated 1671 Staff 16,300 Hospital 15,533 10,809 3,804 2528 ISC N&T University of Pennsylvania

University Leadership Amy Gutmann, Penn s President Former Provost of Princeton Developed the Penn Compact Excellence to Eminence http://www.upenn.edu/compact Vincent Price, Provost As of March 2009 Craig Carnaroli, EVP Came to Penn from Merrill Lynch in 2000 Strong fiscal leadership ISC N&T University of Pennsylvania

Information Systems Computing Central IT Organization at Penn http://www.upenn.edu/computing/isc/index.html Provides Technical Leadership, Infrastructure, Standards, Support and Services, for the University Core Administrative Systems Data, Voice, Video Networks Support Services For Local Providers IT Security & Standards Leadership 9 Technical Units and over 300 FTE & Contracted IT Staff ISC N&T University of Pennsylvania

ISC Networking & Telecommunications Networking, Telecommunications and Video Groups merged in 2000 100 full time staff members and contractors today $24.5 M budget, 100% direct charge Organization is fully integrated and increasingly well cross-trained to support network and IP voice services. ISC N&T University of Pennsylvania

ISC Networking & Telecommunications 19,000 phone lines/4,500 Octel voicemail users 7200 VoIP lines/7,200 Asterisk Voice mail boxes 68,000 IP addresses/18,000 email accounts 54,000 + Ethernet Ports (10, 100, 1000BT) 9,000 analog video connections/70 channels of programming 1962 Wireless Access Points 60+ services from wiring, to email & web, to digital video, to R&D for emerging technologies Operate I2 MAGPI RON - Serves Princeton, NJ Edge, ESNet, NOAA, U Del, Penn, and many PA Intermediate Units ISC N&T University of Pennsylvania

PennNet 7 Routers in 5 Distributed Core Locations 2 External (Juniper M120) 5 Central (Cisco 7609) 90+ Routers in Building Distribution Layer (6506) Dual Gig links for 50%+ of building networks 230 routed subnets on campus Dual 10 Gig Central Core 600+ Wiring Closets on Campus Foundry GS & LS Closet Switches (Some POE) 100% 10/100/1000 service available. 100% Multicast on campus wired network 3 Gig Ethernet Links to 2 separate ISPs 1Gb Access to Internet2* ISC N&T University of Pennsylvania

PennNet Provide core services like DNS, DHCP, Time Synch, & Authentication servers, etc. DNSSEC deployed in Penn (and MAGPI) networks http://www.upenn.edu/computing/pennnet/ IPv6 Progress Actively Implementing IPv6 Strategy DNS, NTP, & IM (Jabber) added to IPv6 enabled production services Native IPv6 deployed throughout routing core and out to a small number of server and end-user networks Plans to have 100% IPv6-enabled wired subnets before June 30, 2011. PennNet Phone/ACD Gateway Routers: Cisco 3845 SLA with Campus http://www.upenn.edu/computing/pennnet/sla ISC N&T University of Pennsylvania

MAGPI Penn-Owned/Monitored Regional Optical Network in Philadelphia Core Operations at Carrier Hotel in Center City (401 N. Broad) Internet & Internet2 Service 220mb Subscribed ISP Service 2.5Gbps/10Gbps Subscribed to Internet2 Moved to 2X5 Gig connectivity in Fall 2010 IPv6 Progress Native IPv6 routing deployed throughout the network External IPv6 peers: Upstream national networks: Internet2 IPv6 connectors: Penn, Princeton, Rutgers, NJ Edge, UDEL IPv6 enabled production services: Web, DNS, NTP & SSH University of Pennsylvania ISC N&T

MAGPI Multicast is available to all connected customers Regional Optical Service to 3 Customers Ciena 4200-RS hardware ESNet, NOAA, Ithika Harbor Five10G-waves for NOAA, combined MAGPI and I2 static One 10G-wave for ESNet Two1G-circuits for ITHAKA, (1-IP, 1-ION) ION Service available Since Fall 2009 Rutgers, Penn tests. Able to provide 5 Gig of ION service MAGPI & NYSERnet Collaboration Share services with their members: 1 Gig of direct connectivity Educational programming Professional development and training ISC N&T University of Pennsylvania

AirPennNet Wireless 1962 Wireless APs on campus 5 Aruba 6000 Controllers (N+1 configuration) Mostly AP125 and some AP124 (802.11a/n b/g/n) Equates to ~75% Campus Coverage Goal: 100% by FY13 (pending budgets/funding) Common Logon Infrastructure Across Campus All 802.1x Authentication (EAP TTLS/PAP) Guest Wireless Network in place at end FY08 NetReg Web Intercept, and Rate Limited Sponsored Guest service put in place by FY09 AirPennNet-Help (XpressConnect) in 2011 100% Wireless Coverage in Residence Halls No Guest Network ISC N&T University of Pennsylvania

AirPennNet Wireless Enabled 802.11n beginning July 2010 All of ResNet N-capable by August 2010 Most schools/departments running 802.11N Goal for all 802.11N on AirPennNet (for N-capable clients) before June 2011 Retired WEP cipher May 2010 Goal for retiring WPA/TKIP and all WPA2/AES only on AirPennNet (by May 17, 2011) Implemented XpressConnect Captive portal for streamlining client configuration Initial target is for installation and configuration to enable fast and easier access to AirPennNet New SSID AirPennNet-Help available campus wide ISC N&T University of Pennsylvania 14

AirPennNet Info Policy http://www.isc- net.upenn.edu/policy/approved/20010910-wireless.html Wireless Information Coverage Maps Getting Connected Laptop Config Help Wireless FAQ http://www.upenn.edu/computing/wireless/airpennnet/ Wireless known issues coming soon Registration of non-ISC Access Points http://www.upenn.edu/computing/PennNet/AP ISC N&T University of Pennsylvania

Infrastructure Cable Plant Multimode and Single Mode Fiber prevalent on campus Most buildings have SM fiber feeds MM Fiber in Risers with move to SM fiber over time and to plan for 10Gb risers Coordinate with BE Router and Closet Switch Upgrades Fiber Specifications and RFP in Progress Copper Trunk still in use for Centrex lines (dial tone, alarms, and SCADA) Cable pulls: Cat5E in existing buildings, with Cat6 installed in new buildings and closet construction ISC N&T University of Pennsylvania

Infrastructure Optical Networks Using two Ciena 4200 Classic from campus to colo site (MAGPI RON at 401 N Broad) Replaced Nortel 5250 DWDM end 2010 Combining fiber rings for Networking and MIS group IP links for ISP, Remote Campuses, SIP Trunks, DR Link to SunGard, and I2 Link Fiber Channel for SunGard disk mirror Deployed ION service for low-cost temporary connection to remote research facilities Provides 5Gb optical link capability for Penn DYNES New application of ION service with separate funding Summer 2011 High Energy Physics (HEP) ISC N&T University of Pennsylvania

Infrastructure o DAS Limited DAS in Some buildings Potential Verizon 4G pilot in Residence Hall, Vet and Dental School buildings Cell coverage is pretty good on campus- many cell towers on Penn-owned buildings Some buildings or basements that have weak cellular coverage may be candidates for DAS ISC DAS Strategy Engage major carriers to discuss their 4G plans Continue to research DAS technology and its strategic application to newer smartphone and cellular devices Install DAS where it is necessary, but limit the deployment due to costs/potential negative ROI o ISC N&T University of Pennsylvania 18

Specialty Networks SCADA Upgrade Project ISC s Role involves Security and Network Integration Currently in Pilot Phases with Vendors Division of Public Safety Emergency Phones & Monitoring Fire Alarm Network Developed Distribution Design & 6 year TCO Fiber ring moving to 5 distributed nodes UPennAlert MIR3 for Emergency Notification Penn Siren Outdoor System (Penn SOS) Rave Guardian Service (Virtual Escort & Smart 911 Service) IP Video Surveillance with server colo (FY12) Parking Garages & New Parks Shared IP Video with Drexel University (FY12) ISC N&T University of Pennsylvania

Email Service Offering We offer Zimbra and Exchange. 13,800 Zimbra accounts, 3800 Exchange accounts Standard collab features: mail, calendar, contacts, tasks Zimbra: lower cost at scale with Kerberos authentication ($42/yr) Exchange: higher cost, but true Outlook experience ($108/yr) BlackBerry ($180/yr) ISC N&T University of Pennsylvania

Email Schools and outside free services Decentralized mix of Exchange (6+ services) and Open Source local solutions, plus some outsourcing for students In the current economic climate, maybe for faculty/staff too Serious concerns: Protection of intellectual property, e-discovery, troubleshooting Unified Communications more difficult ISC N&T University of Pennsylvania

Telecom and PennNet Phone Verizon Centrex DMS 100 Switch Contract renegotiated though 06/2014 19,000 Telephone Lines 35 RDP sites on Campus Over 200 Wiring Additional Closets Legacy Voice Services Voice Mail (One Octel 350 with Spare) Verizon primary LD carrier ININ ACD Vendor and 7x24 Support ISC N&T University of Pennsylvania

PennNet Phone Update 7200 PennNet Phones in production Telephone Audits Continue Customers disconnecting unused telephone services Installations Continue Free telephone wiring/conversions through June 2012 Monthly Training Sessions Continue Telephone Support Provider (3rd Tuesday/month) End User (1st and 2nd Tuesday/month) Register at http://knowledgelink.upenn.edu/ On-site training sessions offered Remedy web services grow Reporting problems (6AM-11PM support) Monitor Ticket Progress http://www.upenn.edu/computing/voice/help/repair.html Monitor Network Maintenance http://www.upenn.edu/computing/isc/networking/ ISC N&T University of Pennsylvania

PennNet Phone Rollout Time Line FY12 FY13 FY14 PennNet Phone Roadmap 11,000 sets 15,000 sets 17,000 sets SIP Trunking ITSP in Production ITSP ITSP Migrate Octel Users to Asterisk Migrate Octel Users to Asterisk Migrate Octel Users to Asterisk Asterisk Application Roadmap Octel Roadmap In service Retire Octel ISC N&T University of Pennsylvania

Telephone Audits at PENN Audits should potentially result in reducing the number of telephone lines and voice mail boxes currently in use Departments may use the review to identify lines for disconnect Cannot locate a phone line? ISC will Help! Lines may be suspended for 2 weeks; disallowing telephone calls then disconnected To Get Started - Go To http://www.upenn.edu/computing/isc/networking/or derforms.html select Voice Telephone Audit ISC N&T University of Pennsylvania

Telephone Audits at PENN Save Departments Money Cumulative FY11 Projected Customer Voice Savings, $850K 8.4 ISC Voice Charges 8.2 8 7.8 7.6 7.4 7.2 7 6.8 FY09 FY10 FY11 ISC N&T University of Pennsylvania

Call Center Services at PENN 700,000 CALLS ANNUALLY AND GROWING! Customers Include The Dental School The Veterinary Hospital Student Health Services Student Registration and Financial Services Undergraduate Admissions Wharton MBA Facilities Annenberg Ticket Office Athletics Ticket Office ISC N&T University of Pennsylvania

Call Center Services at PENN Interactive Intelligence ACD Services http://www.inin.com/ 185 agents across campus Running ININ 3.0/SU6 Media Services Deployed eFAQ Email Web Chat Call Back 7x24 ININ Direct Managed Services Support Trouble Tickets Move, Add, Change Requests MS-Patches, SU(s) ISC N&T University of Pennsylvania

OMS (Order Management System) OMS is a web service that allows ISC customers to order PennNet Phone telephone services. Customers may order and monitor the progress of their PennNet Phone orders placed with ISC. o Monitor the progress of their orders throughout the installation process o Easily track the status of all orders placed with ISC o Increase the accuracy and completeness of orders provided to ISC o Stream-line communications regarding the ISC services requested Adding support for PennNet (Data Services) 4Q/FY11 http://www.upenn.edu/computing/voice/supportproviders/oms.html ISC N&T University of Pennsylvania

Accomplishments (FY2011) PennNet Phone Worked with Polycom to get working model for BLA Verizon SIP Trunks Installed and successfully tested ACME Packet SBC configured for further testing 3,300 additional installations for 10,000 total Successfully worked with OpenSIPs Made major changes to their code that work but still have more to do here. Transitioned into Building conversions; major support received from large schools/centers End-to-end Back office processing automated Support tickets automatically dispatched to technicians; +90% of tickets processed using web service Elimination of Student Telephone Service in Residence Halls (4400 lines) ISC N&T University of Pennsylvania

Accomplishments (FY2011) Wireless All AP s upgraded and running common AuthN Cloud Path XpressConnect Service eases jumpstart 802.11n service High Density Wireless Pilots WPA2/AES as single Cipher Type Customer Outreach Program Network & Wireless Topology Reviews Created AirPennNet-SIG Organized a successful HD wireless test Wharton Scheduled wireless lunchtime learning Vendor Management Bi-weekly meetings Active Punch list of open issues Established direct line to upper management ISC N&T University of Pennsylvania

Accomplishments (FY2011) Building 10GB Router Evaluation Evaluated Cisco 4900M & Extreme x650 Selected Cisco 4900M Beginning deployment Network SLA Review and Rework Development of Remedy Dashboard so customers can view all open tickets. Priority Dispatch Service Increased Emphasis on wireless Proactive review of key networks IPv6 Goal of 75% of Penn Buildings v6 enabled Developed documentation, training and communications efforts

Accomplishments (FY2011) Public Safety Completed Design and 6yr TCO for fire alarm network IP Video Surveillance Worked with DPS and ADT to develop network design Some IP video camera s on PennNet Rave Wireless Service Guardian Virtual Escort & Smart 911 enabled User opt in with registration linked to central AuthN SCADA Project Network Design and vendor pilots completed Better Organizational Efforts on BC Planning Active BC & MC teams Plans being created & starting BIA efforts University of Pennsylvania ISC N&T

Operational Efficiencies/Cost Reduction Continuously exploring alternatives that lower N&T costs doing selective outsourcing and in-sourcing. Operator services outsourced to a third party provider Call Center Maintenance and MAC(s) outsourced Deferred upgrades of core routers by another year (5yr to 6r depreciation on core and BE) Lengthened depreciation from 4 to 5 years on closet electronics infrastructure Will target Ethernet Switch port consolidation and recovery in FY12 to save costs to invest in wireless Telephone audits already reduced customer expense by $250k in FY 11, projecting another $150k in FY 12 University of Pennsylvania ISC N&T

Challenges Continued pressure to cut budgets with increasing expectations in service levels Problems Reclassification/Add/Replacing Staff Staff morale around these issues Wireless Networks became more critical (campus and ResNet) Original design was overlay network & convenient access Primary network for students & some faculty/staff Increasing and varied client mix 30% increase in client devices since 09/2010 Some can have various connection problems Roaming and static associations Not all devices supported and not totally in our control University of Pennsylvania ISC N&T

Challenges Wireless (cont.) Many components affect connectivity Funding not available for 100% coverage IP Address Range Management Improved ability to jumpstart but still have local support difficulties. Coverage vs Performance needs have arisen Network redesign models in progress Guest Access (fully open to req. guest credentials) Vendor Change (Cisco to Aruba) causes concern about technology choice Controller OS Bugs All challenges portray negative perceptions of service Strain in customer relationships Need customer outreach ISC N&T University of Pennsylvania

PennNet Phone - Challenges BLA - Capability to place a call on hold and pick-up from another set Solution deployed 3Q/FY11 Campus-wide implementation 4Q/FY11 Next Generation Infrastructure Upgrades Connecting to the PSTN Q1/FY12 From PRI(s) to SIP Trunks (Verizon) From Gateways to SBC(s) (Acme Packet) Proxy Services From SER to SIP-Router Presence Services (BLA) From OpenSER to OpenSIPS Support and development costs. Fixed/limited resources Vendor Management Verizon Polycom Cisco PennNet Phone ISC N&T University of Pennsylvania

Initiatives for Next Year Building Router Deployment To provide transition to 10gig building backbones and links Wiring Closet Switch Audit/Consolidation Service Orders & Ticketing Next version OMS Remedy Change Management IPv6 100% of Penn wireless networks v6 enabled Public Safety First of two phases for Fire Alarm upgrade IP Video Surveillance & Distribution SCADA Project First stages of production implementation ISC N&T University of Pennsylvania

Initiatives for Next Year PennNet Phone SIP Trunks Operational with all numbers ported 5,000 additional installations for 11,000 total BLA - still working to fix minor edge case instabilities, expect next update rolled out after graduation; IP Trunking (operation & billing integration) SIP Router (fixes TMR and call forwarding, likely to have groundwork for intercom) Advanced Mailboxes (training handoff to NCCS) ISC N&T University of Pennsylvania

Initiatives for Next Year Wireless Full wireless redesign in the Residence Halls Complete campus rework on existing coverage areas Controller OS Testing and Upgrade to 6.1 Cost/Design for 100% wireless coverage on campus Prep for extensive use of iPads in classrooms (Wharton, GSE) Provision of high performance wireless in key locations Reworked Funding Model ISC N&T University of Pennsylvania

Initiatives for Next Year Begin prep for closet and 100G Core evaluation Continued building of a strong centralized IdM infrastructure Successes with podcasting, use of youtube, streaming audio and video Experimentation and pilots in IPTV Classroom audio/video content capture Supporting tools for Office of Information Security Border IDS Evaluation, Recommendation and Implementation Plan ISC N&T University of Pennsylvania

Wireless Capacity Test Results 04/27/2011 SDH Classroom 351 Number of testers (slightly over 100) Number of sessions: 330 Number of unique users: 249 Maximum number of connected users: 221 Average number of connected users: 184 Number of unique APs: 4 Average session duration: 31 mins Total traffic (MB): 46673.48 Average traffic per session (MB): 141.43 Average traffic per user (MB): 187.44 Average bandwidth per user (kbps): 544.79 Average signal quality: 36.99 (20 or higher is good) ISC N&T University of Pennsylvania

Questions? ISC N&T University of Pennsylvania