The [216:1 Ratio]: bridging the growing support gap through proactive deployment of emerging technologies

Abstract

Philadelphia University has developed radically as an entity since 1992. In 2002-2003, the University technology infrastructure was forced to evolve in response to selective pressure from a series of catastrophic worm (Blaster, Nachi, Sasser) incidents that crippled the network. In response, new technologies were deployed to protect the students, faculty and staff. The University became more agile and innovative with its technologies and is able to do more with less. The number of support incidents on the student network, along with specific types relating to viruses and spyware, has dropped exponentially. This is due to the implementation of various technologies and containment strategies outlined within the paper. Coupling these technologies with an active response team of six students, we are able to support the entire resident campus body (~1300 students). Thus emerges our ratio of 216 students to each student staffer. This paper represents a case study of the technologies and methodologies that enable an optimized support structure in the wake of forced evolution.