What is the system supporting Moodle operation? A case study from Jichi Medical University on distributing operational load through outsourcing

Jichi Medical University

Medical Education Center, Mr. Yoshikazu Asada

Improvements

Operational support including server management

Plugin development support

Version upgrade support

Improvement Measures

Moodle operation support

Customer Requests

Within the flow of e-learning utilization on campus, Moodle was introduced led by some faculty members. Initially, its use was limited in scope, but as education became more digitalized, the functions and the range of use in academic affairs expanded, and gradually its utilization on campus progressed.

After the introduction, as the reputation gradually spread, we adopted an approach of not fixing the usage methods but rather gradually refining the operation through actual use.

Through the COVID-19 pandemic, the use within the university progressed rapidly. As usage expanded, the requirements for Moodle operation also changed significantly.

For example, with the shift to real-time classes, considerations such as handling simultaneous connections and ensuring stable operation became important, leading to a change from the traditional operation focused on distributing teaching materials to an operation that emphasizes the overall stability of the system.

Additionally, in the course of operation, not only did the workload increase, but situations requiring judgment on "which response should be prioritized" and "how far the impact will extend" also increased. Especially during the class period, it was necessary to respond appropriately within limited time, making the burden of decision-making an unavoidable factor.

Furthermore, the impact of version upgrade support is significant, requiring not only updates to the Moodle core but also updates to the plugins (add-ons) in use and compatibility checks. These are not one-time tasks but elements that must be continuously considered, contributing to the increasing complexity of operations.

Amid these overlapping circumstances, we began to feel that there were limits in terms of manpower and knowledge to continue handling the entire operation, including server management and update responses, solely within the university.

In fact, we had previously asked Human Science to manage the Totara server that we were using elsewhere, and we thought it would be more natural to centralize the operations in the same place. Another reason for this decision was that having a clear scope of responsibility is better than dispersing the operations.

Furthermore, areas such as server management and version upgrade support within operations require not only handling tasks but also proceeding with consideration of the overall impact. Therefore, we believed it was more appropriate to entrust these areas to those with specialized management knowledge.

I have a certain level of technical knowledge myself, but I cannot cover everything. In that context, gaining new insights and being able to have more specialized discussions are significant advantages.

Also, since they concretely organize the feasibility and approach regarding the matters I consult about, I am able to proceed while compensating for my weak points. As a result, I feel that operational improvements are being made within a manageable scope.

Even in situations requiring technical judgment, because they understand the background before consulting, one of the particularly helpful points is that they help me organize the priority of responses and the scope of impact together.

>>Moodle Implementation Support and Operation Services

Key Points of the Proposal

By centralizing server management, which tends to be a heavy load within Moodle operations, we have built a stable operational foundation. We have ensured flexibility to accommodate changes in usage scale.

We respond on a consultation basis to issues and requests, first organizing operational policies according to the situation. We provide support on the premise of continuously reviewing the operation itself.

By organizing operations handled internally and those outsourced externally, we have established a system that maintains operational quality while reducing the burden on staff.

Customer Feedback from Clients

As the scale of operations expanded, being able to entrust certain areas, including server management and infrastructure, helped distribute the overall workload, which we feel is a significant advantage.

An environment has been established where faculty can focus on creating teaching materials and designing lessons, enabling operations to be managed by dividing roles.

Regarding high-load operations such as version upgrades and troubleshooting, clarifying the scope of what can be entrusted has helped organize the overall approach.

In particular, being able to consistently consult on operations, including plugin update support, has made it easier to respond with consideration of the impacts. As a result, the uncertain aspects of operations have decreased, and I feel that it has been able to continue in a stable state.

When it became necessary to respond to real-time classes during the COVID-19 pandemic, being able to consult on server scale adjustments and additional measures allowed us to proceed smoothly.

Also, for the version upgrades conducted about once a year, the process includes backup acquisition and rollback measures. There were times when rollback was necessary due to compatibility with the server, but I believe it would have been difficult to handle all these responses solely within the university.

Having an external contractor like Human Science, who can be entrusted with specialized tasks, ensures a system that can respond appropriately in case of emergencies, which also contributes to a sense of security in daily operations.

Communication is smooth, and because responses are made with the underlying context in mind, we can proceed with confidence. It is also helpful that we can move forward while minimizing confirmation exchanges since they understand our situation and background without needing repeated explanations. Their supportive response during troubles also builds a sense of trust.

Future Outlook

Currently, major version upgrades and similar tasks have settled down, so going forward, we would like to focus on efforts such as plugin development and feature improvements to make Moodle a more user-friendly environment. In the future as well, we hope to consult with you on areas that feel burdensome within the university and operate in a manageable way.