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Why sometimes there are miscommunications between "headquarters" and FHCs

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  • ldmsguy
    Why sometimes there are miscommunications between headquarters and family history centers: It requires a brief explanation of the department structure here
    Message 1 of 5 , Mar 5 1:21 PM
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      Why sometimes there are miscommunications between "headquarters" and
      family history centers:

      It requires a brief explanation of the department structure here in
      the "Corporation of the President". Two of the main departments are
      the Family & Church History department, and the Information &
      Communication Systems department (ICS).

      ICS' mission is to handle all things computer and network related as
      far as connectivity to the corporate network. ICS has the
      responsibility to provide the infrastructure, hardware, software, and
      services, and to implement overall corporate & church computer
      policies, to all of the other departments... this includes systems
      directly on the church's corporate network ("Type I" sites), systems
      connected via high speed WAN links ("Type 2" sites), and local units
      ("Type 3" sites - which include ward and stake buildings, and
      indirectly, family history centers).

      However, ICS works with the other departments that are directly
      responsible for each divisional group. For example, the Church
      Educational System (CES), the Temple department and the Family &
      Church History are all separate departments or divisions that ICS has
      to work with.

      Family & Church History has partnered with the Operational Technical
      Support Services (OTSS) team (formerly known as the Church
      Communication Network (CCN) team, which is part of ICS), to provide
      high speed Internet connectivity to all of the family history centers
      around the world. OTSS (as part of ICS) does indeed control the
      configuration and policies surrounding the PIX firewall because 1)
      they're implementing it, and 2) it establishes a VPN connection to
      the corporate network (which ICS is in charge of). However, ICS has
      to make allowances and considerations because of the partnership with
      Family & Church History.

      The Family & Church History department has final say on family
      history center policy... not ICS. But it is a better allocation of
      resources for us (Family History and ICS) to work together. Family &
      Church History provides general policies with few actual
      network/computer requirements for family history centers. Each FHC
      is autonomous and the Stake is responsible for providing leadership
      and staff for each FHC, who are in turn are responsible for
      maintaining the FHC computers & network equipment... all under the
      direction and support of Family History Support (aka FamilySearch
      Support; the support department of Family & Church History).
      Remembering that the FHC is funded from the Family & Church History
      department's budget, and the equipment belongs to the Lord. You, as
      the Technology Specialist, and the FHC Director/Staff are responsible
      because it is currently a part of your stewardship. We (the
      FamilySearch Support team) are responsible in providing FHC Staff and
      Technology Specialists the support you need in maintaining the FHCs.

      This is why it sometimes gets confusing when dealing with support
      in "Salt Lake City". You actually end up working with two main
      groups:
      1) FamilySearch Support (two separate levels or tiers; 1-866-406-
      1830), which are run by Family & Church History, and
      2) the Global Services Help Desk (GSD; 1-801-240-HELP), which is
      run by ICS.

      Sometimes there has been lack of communication between the OTSS group
      and FamilySearch Support, sometimes between FamilySearch Support and
      family history centers, and sometimes between the FHC director and
      the Stake Technology Specialists.

      The policy for FHCs is to call FamilySearch Support. If, after
      troubleshooting, the problem is an issue with the PIX Firewall, then
      they are supposed to conference in and/or do a warm transfer to the
      OTSS group.

      I know this has been long winded. I hope it clarifies some of the
      background things that are happening so you can understand why at
      times miscommunication has occurred. It always helps me personally
      to understand WHY and/or HOW things happen the way they do, so I can
      better understand how to do my part to improve things. Because of my
      current position of LANDesk Specialist it has given me unique
      opportunities to work with many people in both ICS and Family
      History... These are good people and we are all striving to provide
      excellent service & support. So thanks for being patient with us and
      forgiving us for any past or future mistakes.

      Sincerely,

      Bro. Lynn Shaw
      LANDesk Specialist
      FamilySearch Support, CHQ

      P.s. (A side note: The PIX firewall (and the web filtering
      associated with it) are used for ALL "Type 3" sites, not just FHCs...
      that's another thing that complicates its configuration that the OTSS
      team has to consider.)
    • Dan
      That s why you guys get paid the big bucks, huh! :-) Thanks for the explanation. Dan Vester Technology Specialist Prescot Az FHC ... From:
      Message 2 of 5 , Mar 5 1:29 PM
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        Message
        That's why you guys get paid the big bucks, huh!  :-)
         
        Thanks for the explanation.
         
        Dan Vester
        Technology Specialist
        Prescot Az FHC
         
        -----Original Message-----
        From: fhctech@yahoogroups.com [mailto:fhctech@yahoogroups.com] On Behalf Of ldmsguy
        Sent: Monday, March 05, 2007 2:21 PM
        To: fhctech@yahoogroups.com
        Subject: [fhctech] Why sometimes there are miscommunications between "headquarters" and FHCs

        Why sometimes there are miscommunications between "headquarters" and
        family history centers:

        It requires a brief explanation of the department structure here in
        the "Corporation of the President". Two of the main departments are
        the Family & Church History department, and the Information &
        Communication Systems department (ICS).

        ICS' mission is to handle all things computer and network related as
        far as connectivity to the corporate network. ICS has the
        responsibility to provide the infrastructure, hardware, software, and
        services, and to implement overall corporate & church computer
        policies, to all of the other departments. .. this includes systems
        directly on the church's corporate network ("Type I" sites), systems
        connected via high speed WAN links ("Type 2" sites), and local units
        ("Type 3" sites - which include ward and stake buildings, and
        indirectly, family history centers).

        However, ICS works with the other departments that are directly
        responsible for each divisional group. For example, the Church
        Educational System (CES), the Temple department and the Family &
        Church History are all separate departments or divisions that ICS has
        to work with.

        Family & Church History has partnered with the Operational Technical
        Support Services (OTSS) team (formerly known as the Church
        Communication Network (CCN) team, which is part of ICS), to provide
        high speed Internet connectivity to all of the family history centers
        around the world. OTSS (as part of ICS) does indeed control the
        configuration and policies surrounding the PIX firewall because 1)
        they're implementing it, and 2) it establishes a VPN connection to
        the corporate network (which ICS is in charge of). However, ICS has
        to make allowances and considerations because of the partnership with
        Family & Church History.

        The Family & Church History department has final say on family
        history center policy... not ICS. But it is a better allocation of
        resources for us (Family History and ICS) to work together. Family &
        Church History provides general policies with few actual
        network/computer requirements for family history centers. Each FHC
        is autonomous and the Stake is responsible for providing leadership
        and staff for each FHC, who are in turn are responsible for
        maintaining the FHC computers & network equipment... all under the
        direction and support of Family History Support (aka FamilySearch
        Support; the support department of Family & Church History).
        Remembering that the FHC is funded from the Family & Church History
        department's budget, and the equipment belongs to the Lord. You, as
        the Technology Specialist, and the FHC Director/Staff are responsible
        because it is currently a part of your stewardship. We (the
        FamilySearch Support team) are responsible in providing FHC Staff and
        Technology Specialists the support you need in maintaining the FHCs.

        This is why it sometimes gets confusing when dealing with support
        in "Salt Lake City". You actually end up working with two main
        groups:
        1) FamilySearch Support (two separate levels or tiers; 1-866-406-
        1830), which are run by Family & Church History, and
        2) the Global Services Help Desk (GSD; 1-801-240-HELP) , which is
        run by ICS.

        Sometimes there has been lack of communication between the OTSS group
        and FamilySearch Support, sometimes between FamilySearch Support and
        family history centers, and sometimes between the FHC director and
        the Stake Technology Specialists.

        The policy for FHCs is to call FamilySearch Support. If, after
        troubleshooting, the problem is an issue with the PIX Firewall, then
        they are supposed to conference in and/or do a warm transfer to the
        OTSS group.

        I know this has been long winded. I hope it clarifies some of the
        background things that are happening so you can understand why at
        times miscommunication has occurred. It always helps me personally
        to understand WHY and/or HOW things happen the way they do, so I can
        better understand how to do my part to improve things. Because of my
        current position of LANDesk Specialist it has given me unique
        opportunities to work with many people in both ICS and Family
        History... These are good people and we are all striving to provide
        excellent service & support. So thanks for being patient with us and
        forgiving us for any past or future mistakes.

        Sincerely,

        Bro. Lynn Shaw
        LANDesk Specialist
        FamilySearch Support, CHQ

        P.s. (A side note: The PIX firewall (and the web filtering
        associated with it) are used for ALL "Type 3" sites, not just FHCs...
        that's another thing that complicates its configuration that the OTSS
        team has to consider.)



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      • Ronald Frye
        Lynn... Thanks for the explanation. I, for one, really don t care about the whys or hows. I suppose I take the same position that J. Goden Kimball would, if he
        Message 3 of 5 , Mar 5 5:02 PM
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          Lynn...
           
          Thanks for the explanation. I, for one, really don't care about the whys or hows. I suppose I take the same position that J. Goden Kimball would, if he were living today...
           
          Just fix it, dammit!
           
          Ronald W. Frye
          Danville, CA FHC Computer Specialist
           
           
           
          ----- Original Message -----
          From: ldmsguy
          Sent: Monday, March 05, 2007 1:21 PM
          Subject: [fhctech] Why sometimes there are miscommunications between "headquarters" and FHCs

          Why sometimes there are miscommunications between "headquarters" and
          family history centers:

          It requires a brief explanation of the department structure here in
          the "Corporation of the President". Two of the main departments are
          the Family & Church History department, and the Information &
          Communication Systems department (ICS).

          ICS' mission is to handle all things computer and network related as
          far as connectivity to the corporate network. ICS has the
          responsibility to provide the infrastructure, hardware, software, and
          services, and to implement overall corporate & church computer
          policies, to all of the other departments. .. this includes systems
          directly on the church's corporate network ("Type I" sites), systems
          connected via high speed WAN links ("Type 2" sites), and local units
          ("Type 3" sites - which include ward and stake buildings, and
          indirectly, family history centers).

          However, ICS works with the other departments that are directly
          responsible for each divisional group. For example, the Church
          Educational System (CES), the Temple department and the Family &
          Church History are all separate departments or divisions that ICS has
          to work with.

          Family & Church History has partnered with the Operational Technical
          Support Services (OTSS) team (formerly known as the Church
          Communication Network (CCN) team, which is part of ICS), to provide
          high speed Internet connectivity to all of the family history centers
          around the world. OTSS (as part of ICS) does indeed control the
          configuration and policies surrounding the PIX firewall because 1)
          they're implementing it, and 2) it establishes a VPN connection to
          the corporate network (which ICS is in charge of). However, ICS has
          to make allowances and considerations because of the partnership with
          Family & Church History.

          The Family & Church History department has final say on family
          history center policy... not ICS. But it is a better allocation of
          resources for us (Family History and ICS) to work together. Family &
          Church History provides general policies with few actual
          network/computer requirements for family history centers. Each FHC
          is autonomous and the Stake is responsible for providing leadership
          and staff for each FHC, who are in turn are responsible for
          maintaining the FHC computers & network equipment... all under the
          direction and support of Family History Support (aka FamilySearch
          Support; the support department of Family & Church History).
          Remembering that the FHC is funded from the Family & Church History
          department's budget, and the equipment belongs to the Lord. You, as
          the Technology Specialist, and the FHC Director/Staff are responsible
          because it is currently a part of your stewardship. We (the
          FamilySearch Support team) are responsible in providing FHC Staff and
          Technology Specialists the support you need in maintaining the FHCs.

          This is why it sometimes gets confusing when dealing with support
          in "Salt Lake City". You actually end up working with two main
          groups:
          1) FamilySearch Support (two separate levels or tiers; 1-866-406-
          1830), which are run by Family & Church History, and
          2) the Global Services Help Desk (GSD; 1-801-240-HELP) , which is
          run by ICS.

          Sometimes there has been lack of communication between the OTSS group
          and FamilySearch Support, sometimes between FamilySearch Support and
          family history centers, and sometimes between the FHC director and
          the Stake Technology Specialists.

          The policy for FHCs is to call FamilySearch Support. If, after
          troubleshooting, the problem is an issue with the PIX Firewall, then
          they are supposed to conference in and/or do a warm transfer to the
          OTSS group.

          I know this has been long winded. I hope it clarifies some of the
          background things that are happening so you can understand why at
          times miscommunication has occurred. It always helps me personally
          to understand WHY and/or HOW things happen the way they do, so I can
          better understand how to do my part to improve things. Because of my
          current position of LANDesk Specialist it has given me unique
          opportunities to work with many people in both ICS and Family
          History... These are good people and we are all striving to provide
          excellent service & support. So thanks for being patient with us and
          forgiving us for any past or future mistakes.

          Sincerely,

          Bro. Lynn Shaw
          LANDesk Specialist
          FamilySearch Support, CHQ

          P.s. (A side note: The PIX firewall (and the web filtering
          associated with it) are used for ALL "Type 3" sites, not just FHCs...
          that's another thing that complicates its configuration that the OTSS
          team has to consider.)

        • ldmsguy
          ... whys or hows. I suppose I take the same position that J. Goden Kimball would, if he were living today... ... between headquarters and FHCs ... and ... in
          Message 4 of 5 , Mar 6 8:13 AM
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            :)

            --- In fhctech@yahoogroups.com, "Ronald Frye" <ronfrye@...> wrote:
            >
            > Lynn...
            >
            > Thanks for the explanation. I, for one, really don't care about the
            whys or hows. I suppose I take the same position that J. Goden
            Kimball would, if he were living today...
            >
            > Just fix it, dammit!
            >
            > Ronald W. Frye
            > Danville, CA FHC Computer Specialist
            >
            >
            >
            > ----- Original Message -----
            > From: ldmsguy
            > To: fhctech@yahoogroups.com
            > Sent: Monday, March 05, 2007 1:21 PM
            > Subject: [fhctech] Why sometimes there are miscommunications
            between "headquarters" and FHCs
            >
            >
            > Why sometimes there are miscommunications between "headquarters"
            and
            > family history centers:
            >
            > It requires a brief explanation of the department structure here
            in
            > the "Corporation of the President". Two of the main departments
            are
            > the Family & Church History department, and the Information &
            > Communication Systems department (ICS).
            >
            > ICS' mission is to handle all things computer and network related
            as
            > far as connectivity to the corporate network. ICS has the
            > responsibility to provide the infrastructure, hardware, software,
            and
            > services, and to implement overall corporate & church computer
            > policies, to all of the other departments... this includes
            systems
            > directly on the church's corporate network ("Type I" sites),
            systems
            > connected via high speed WAN links ("Type 2" sites), and local
            units
            > ("Type 3" sites - which include ward and stake buildings, and
            > indirectly, family history centers).
            >
            > However, ICS works with the other departments that are directly
            > responsible for each divisional group. For example, the Church
            > Educational System (CES), the Temple department and the Family &
            > Church History are all separate departments or divisions that ICS
            has
            > to work with.
            >
            > Family & Church History has partnered with the Operational
            Technical
            > Support Services (OTSS) team (formerly known as the Church
            > Communication Network (CCN) team, which is part of ICS), to
            provide
            > high speed Internet connectivity to all of the family history
            centers
            > around the world. OTSS (as part of ICS) does indeed control the
            > configuration and policies surrounding the PIX firewall because
            1)
            > they're implementing it, and 2) it establishes a VPN connection
            to
            > the corporate network (which ICS is in charge of). However, ICS
            has
            > to make allowances and considerations because of the partnership
            with
            > Family & Church History.
            >
            > The Family & Church History department has final say on family
            > history center policy... not ICS. But it is a better allocation
            of
            > resources for us (Family History and ICS) to work together.
            Family &
            > Church History provides general policies with few actual
            > network/computer requirements for family history centers. Each
            FHC
            > is autonomous and the Stake is responsible for providing
            leadership
            > and staff for each FHC, who are in turn are responsible for
            > maintaining the FHC computers & network equipment... all under
            the
            > direction and support of Family History Support (aka FamilySearch
            > Support; the support department of Family & Church History).
            > Remembering that the FHC is funded from the Family & Church
            History
            > department's budget, and the equipment belongs to the Lord. You,
            as
            > the Technology Specialist, and the FHC Director/Staff are
            responsible
            > because it is currently a part of your stewardship. We (the
            > FamilySearch Support team) are responsible in providing FHC Staff
            and
            > Technology Specialists the support you need in maintaining the
            FHCs.
            >
            > This is why it sometimes gets confusing when dealing with support
            > in "Salt Lake City". You actually end up working with two main
            > groups:
            > 1) FamilySearch Support (two separate levels or tiers; 1-866-406-
            > 1830), which are run by Family & Church History, and
            > 2) the Global Services Help Desk (GSD; 1-801-240-HELP), which is
            > run by ICS.
            >
            > Sometimes there has been lack of communication between the OTSS
            group
            > and FamilySearch Support, sometimes between FamilySearch Support
            and
            > family history centers, and sometimes between the FHC director
            and
            > the Stake Technology Specialists.
            >
            > The policy for FHCs is to call FamilySearch Support. If, after
            > troubleshooting, the problem is an issue with the PIX Firewall,
            then
            > they are supposed to conference in and/or do a warm transfer to
            the
            > OTSS group.
            >
            > I know this has been long winded. I hope it clarifies some of the
            > background things that are happening so you can understand why at
            > times miscommunication has occurred. It always helps me
            personally
            > to understand WHY and/or HOW things happen the way they do, so I
            can
            > better understand how to do my part to improve things. Because of
            my
            > current position of LANDesk Specialist it has given me unique
            > opportunities to work with many people in both ICS and Family
            > History... These are good people and we are all striving to
            provide
            > excellent service & support. So thanks for being patient with us
            and
            > forgiving us for any past or future mistakes.
            >
            > Sincerely,
            >
            > Bro. Lynn Shaw
            > LANDesk Specialist
            > FamilySearch Support, CHQ
            >
            > P.s. (A side note: The PIX firewall (and the web filtering
            > associated with it) are used for ALL "Type 3" sites, not just
            FHCs...
            > that's another thing that complicates its configuration that the
            OTSS
            > team has to consider.)
            >
          • Skier
            ... Especially since fixing the issues isn t particularly difficult. Take the lead from the OSI 7 layer model and realign the internal structure thusly.
            Message 5 of 5 , Mar 6 8:30 AM
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              >> Thanks for the explanation. I, for one, really don't care about the
              > whys or hows. I suppose I take the same position that J. Goden
              > Kimball would, if he were living today...
              >>
              >> Just fix it, dammit!
              >>
              >> Ronald W. Frye
              >> Danville, CA FHC Computer Specialist

              Especially since fixing the issues isn't particularly difficult. Take the
              lead from the OSI 7 layer model and realign the internal structure thusly.

              Configure the internal structure along the lines of:

              Application layer: these people review determine what software
              applications are needed by the various groups. These are the ONLY people
              who approve applications to be run and the operating system on which it
              runs.

              Networking layer: these people handle LANs, WANs, broadband, firewalls,
              VPNs and such.

              Physical layer: the only people who decide what hardware gets attached to
              the network. Computers, monitors, switches, printers.
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