Lab & VDI Software Update Protocol

During the software image build process, we strive to gather the software requirements that each faculty member needs and make sure those needs are reflected in the image. Lab images are built with the intent that they should last a full year. Therefore, inspection of the completed image is very important.  We ask all faculty requesting software on an image inspect the image to ensure the proper software is installed and working as needed for class.

Challenges in updating images and/or software during the semester

• Staffing resources to do the work
• Prioritizing against other requests
• Lab schedules limiting availability of the lab
• Potential of introducing a “bug” into a working lab, and disabling the lab

Requests to update or add software to labs will be guided by these parameters

1. Requested software updates are not done during the school year but are updated and installed at the time the image is built, which is usually during the summer break.
2. In those cases where an update can’t wait for the image build window, it will be scheduled to be deployed during a semester break. This can sometimes be limited based on time of request and other work scheduled.  It is normal for work requests during break to exceed time & resources available, for that reason requests should be made 6 weeks before the end of the semester. In those cases, work will be prioritized based on when the request is received, and impact to students.
3. In cases where a mid-year update is needed due to the impacts to curriculum by creating a stoppage of work, those requests will be evaluated and resolved on a case-by-case basis.  The academic department will need to provide a maintenance window where the lab is free of all use, to complete the work.
4. Only one version of any software will be installed in a lab or VDI pool. Installing multiple versions of a software has shown to often conflict with each other, consume greater support time and resources, as well as decrease image reliability and integrity.

VDI Labs & Pools

1. This applies to all academic VDI pools.
2. We anticipate after the initial build for a lab, we will no longer have the once-a-year major image build. The dynamics of VDI no longer require this.
3. Software updates will be deployed during semester breaks. The IT staff will need three weeks’ notice before the last day of classes if an update is requested. It is the academic department’s responsibility to request any desired updates.
4. Emergency updates will be handled on a case-by-case basis. Emergencies include bug fixes, security updates, resolving licnese issues. Emergencies do not include routine software updates or version upgrades.
5. Requests for software updates need to be submitted by calling ext. 1411 and submitting a Help Desk Ticket.
6. Break Fix issues will be addressed as reported. These should also be handled by calling 1411.