february 2010 it status report

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Pepperdine IT and Friends Respond to Haiti

In response to the devastating earthquake that killed over 180,000 peopleand left 1.5 million people homeless in Haiti this January, Pepperdine IT or-

ganized a division-wide donation drive to raise $1,000 for Haiti's earth-

quake victims. Many IT employees par ticipated in the donation drive, some

of whom already made personal donations. The Provost's office, Payson

Library staff, and Graduate School of Education and Psychology staff also

participated after learning of IT's effort through word of month. On Mon-

day, February 8, $1,221 was delivered to the West Los Angeles American

Red Cross chapter for the Haiti Relief Effort.

Announcements for Faculty and Staff Meetings

New Online Training Library Available Now. Pepperdine ITand the Center for Human Resources are pleased to introduce the

Lynda.com Online Training Library to Pepperdine faculty and staff.

Lynda.com offers over 700 online software courses such as Microsoft Of-

fice and Photoshop. To learn more or to request a training period, visit

services.pepperdine.edu/it/tools/lynda/.

TechQual+ Survey To Be Conducted in April. Higher EducationTechQual+ is a national survey instrument that measures user satisfaction

with the quality of university technology services. More information about

the TechQual+ survey instrument is available at www.techqual.org. In April, a

group of Pepperdine University faculty, students, and staff will be randomly

selected to participate in the survey to assess the quality of Pepperdine

Universitys technology services. Participants will rate 21 service dimensions

and be asked to identify the minimum level of acceptable service, their de-

sired level of service, and the quality of the service they received.

When TechQual+ was conducted in 2008, improved wireless network cov-

erage, a more reliable network, and easy to use information systems for

1 Information Technology Activity and Status Report, February 2010

Information

Technology Activityand Status Report

February 2010

Contact InformationTechnology

Anytime Support Desk

Available 24 hours a day,

7 days a week

(310) 506-HELP (4357)

or (866) 767-8623

Tech Centralfor Students

Payson Library, 2nd Floor

Mon. - Thur. 10:00 am- 8:00 pm

Fridays 10:00 am- 6:00 pm

(310) 506-4811

Office of the ViceProvost and Chief

Information Officer

(310) 506-4501

Request IT Services

http://services.pepperdine.edu/it

/forms
http://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://www.techqual.org/http://www.techqual.org/http://services.pepperdine.edu/it/tools/lynda/http://services.pepperdine.edu/it/tools/lynda/


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iPad Deployment in Education. The Technology and Learning group is monitoring the deploy-ment of Apple's iPad in education environments and is considering ways in which the tool may be help-

ful to Pepperdine in the technology and learning space.

Facilitating the Direct Loan Program at Pepperdine. As a participant in the Direct LoanProgram, Pepperdine will provide students with a more simplified and secure process for receiving loans.

Enterprise Information Systems (EIS) staff is currently working on the Direct Loan setup in PeopleSoftto enable the University to switch to the Direct Loan Program. The EIS team continues to work closely

with representatives from each school to create documentation and identify frequently asked questions

for financial aid staff. On February 16 and 17, school representatives will attend a training session to

learn how to award financial aid with the new system and on March 8 staff will begin awarding loans to

students.

Administrative Support for the UniversityUpdate on Web Deposits for Campus ID Cards. Pepperdine IT will soon implement theOne Card Web Deposits initiative allowing members of the campus community to add points to their

campus ID Card anytime, anywhere via the Internet. IT staff is currently working with finance staff to

ensure that accounting procedures are put in place to allocate card revenues to the appropriate venues

as they are spent. Implementation of this project has been delayed until the account procedures are in

place. For more information about this program, please email Jonathan See, deputy chief information

officer, [email protected].

The Computer Store Website Launched. The Computer Store at Pepperdine offers faculty,staff, and students the ability to make discounted personal purchases of laptops, desktops, and software.

Pepperdine IT partners with vendors such as Dell, Apple, and CDW-G for institutional purchases and in

turn, these vendors offer discounts on personal purchases to the Pepperdine community. Visit the Com-

puter Store website at services.pepperdine.edu/computerstore/ .

Student Technical Support Center Relocates.Tech Central, Pepperdine University's studenttechnical support center, has moved to new room on the 2nd floor of Payson Library on the Malibu

Campus. The support center now occupies room HAC 311 (next door to the old location), and is open

for student walk-in suppor t from 10:00 am to 8:00 pm Monday through Thursday, and from 10:00 am

to 6:00 pm on Fridays. Tech Central supports laptop repairs, virus removal, Windows installation, data

backup, and more. For a full listing of free and fee-based services, visit the Tech Central website at

services.pepperdine.edu/techcentral/ .

Information Security Training for Managers Coming this March. From March 23-31,Information Security with be teaming up with finance and equal opportunity staff members to present

the third annual Information Security for Managers training. The training will cover updates to privacy

laws, new resources for applying encryption controls to RESTRICTED information, computer threat up-dates, and basic procedures that all departments can use to secure the University's information from

attack or loss. The 90-minute program can be attended at one of six convenient times/locations. Invita-

tions will be emailed to University managers in February.

http://services.pepperdine.edu/computerstore/http://services.pepperdine.edu/computerstore/mailto:[email protected]://services.pepperdine.edu/techcentral/http://services.pepperdine.edu/techcentral/http://services.pepperdine.edu/computerstore/http://services.pepperdine.edu/computerstore/mailto:[email protected]:[email protected]


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Infrastructure, Systems, and Networking Updates

New Request Tracking System for Anytime Support Desk. New Request Tracking Sys-tem for Anytime Support Desk. SunGard Higher Education, which supports the Anytime Support Desk

(Help Desk), will soon transition the Anytime Suppor t Desk to Service-Now (SNOW). SNOW comes

with additional tools to manage and provide suppor t for end user requests. It is tentatively scheduled togo live in March 2010.

Cisco Phone System Project Enters Phase Two. The Systems and Networking staff hasbegun a multi-year project to replace the Universitys existing telephone system with a new platform

from Cisco that merges voice, video, and web conferencing. The new phones will allow users to easily

communicate and collaborate with instant messaging, quick audio and video conferences, desktop shar-

ing, and phone calls from computer to computer, or computer to land line. Phase two begins this month

with 25 students and five faculty members in GSEP's online master's degree in learning technology pro-

gram receiving the new hard and soft phones to explore elearning opportunities. In addition, Encino

staff will receive 47 new phones in April, Irvine faculty and staff will receive 97 phones in June, and West

Los Angeles staff will receive 370 new phones in August.

Westlake Village Bandwidth Upgrade. To meet the increase in demand for Internet band-width at the Westlake campus, Systems and Networking staff are working with Westlakes Internet serv-

ice provider to increase the connection from 1.5Mbs to 10Mbs. The increased bandwidth will provide a

more positive learning experience for the students and faculty, by allowing them greater access online

materials and resources. The upgrade will be in place before the start of the fall term.

Whole Disk Encryption Continues on University Computers. Information security andclient services staff members are assisting departments with the installation of PGP Whole Disk Encryp-

tion on desktops and laptops that contain RESTRICTED information. Other than the log in required

when the system is powered on, this technology is transparent to the end user. The technology protects

the information on the computer in case of theft or unauthorized system access. With Whole Disk En-

cryption, no protected information is lost and the University is not required to do a public disclosure in

the event of an information breach. For more information about disk encr yption, please contact Kim

Cary, chief information security officer, at (310) 506-6655.

Administrative Support - Software Tools

WaveNet Portal Redesign Discussions Begin. This month Pepperdine IT staff members areleading discussions with constituent groups regarding a redesign of the campus WaveNet portal. The

mission of the redesign is to simplify the look and feel of the portal and give more prominence to

common transactions and procedures used by Pepperdine faculty, students, and staff. University Com-

munications has taken an active role in supporting the project and will work closely with IT and school

representatives to determine best practices for internal communication channels and information distri-bution inside and outside of the WaveNet portal.

PeopleSoft Disaster Recovery Plan in Final Stages of Development. InformationTechnology is finalizing a plan to recover from a long-term disaster with the following PeopleSoft appli-

cations: finance, human resources, student services, and the WaveNet portal. Pepperdine IT's Systems

and Networking and Enterprise Information Systems teams have designed a near real time technical

solution that will mitigate data loss and recovery time. The teams are meeting with representatives from



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human resources and finance to finalize necessary functionality needed during times of disaster. When

the plan is complete, it will be shared with the University community.

Conferences and Presentations by Pepperdine ITIT Staff to Present at HEUG Alliance Conference in March. Enterprise Information staff

will make five presentations at the Higher Education User Group (HEUG) Alliance 2010 Conferencethis March. HEUG is an international organization consisting of Higher Education institutions that use

Oracle application software, such as PeopleSoft. Presentation topics include Pepperdine's guest access

system wherein students invite and control guest access for parents and guardians, a case-study of the

PeopleSoft disaster recovery system at Pepperdine, inviting applicants to join the University por tal to

view their application status, integration of Nolij and PeopleSoft for admissions staff, and the applicant

checklist system.

Pepperdine Hosts First Gartner CIO Roundtable in March. Dr. Timothy Chester is host-ing the first of many Gar tner Higher Education Executive CIO Roundtables on March 24, 2010, at the

Villa Graziadio Executive Center on the Drescher campus in Malibu. Gartner will be inviting chief infor-

mation officers and their deputies from universities in the Los Angeles area to participate in this kick-off

event. The guest speakers are Jan-Martin Lowendahl, director, Gartner Education Research and Strate-

gies; and Amos Auringer, executive programs director, higher education research. Lowendahl and Aurin-

ger will discuss transitions in higher education and strategic planning for IT in higher education.

IT Staff to Present at JASIG Conference on CAS Implementation. Kim Cary, chiefinformation security officer, will be presenting at the JASIG conference on March 8 to share best prac-

tices and information for Pepperdine's deployment of the Central Authentication Service (CAS). Pep-

perdine's experience will be presented as a guide to assist other institutions with the deployment of

CAS. Cary will also discuss Pepperdine's NetworkID profile integration as an example extension to

CAS functionality.

Other NewsIT Receives Visits from Other California Schools. Over the past month Information Tech-nology has hosted officials from El Camino College, UCLA, and Chapman University who are interested

in learning more about Pepperdines implementation of NComputing. The officials visited areas where

these devices were installed and learned about best practices developed during the past 18 months at

Pepperdine. Currently there are about 130 units in use at the University, with the most recent units de-

ployed by the Athletic department.

On February 4-5, Pepperdine IT sponsored a user group meeting for other institutions that are using

the Bradford Networks Campus Manager, the system behind Pepperdine's Computer Registration sys-

tem. Attendees from El Segundo Unified School District, University of the Pacific, San Diego Christian

College joined other interested par ties in Malibu to review Pepperdine's system, share best practices,and hear product updates from the Bradford Networks staff.

Pepperdine Regent Uses Videoconferencing to Attend Meeting. On February 3, Pep-perdine Regent Russel Ray attended the President Benton's executive committee meeting via videocon-

ference from Pepperdine's Washington D.C. campus. Videoconferencing was made possible due to re-

cent Internet and wireless upgrades at the Washington, D.C. campus in November 2009.



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Benchmarks and AccountabilityAnytime Support Desk Statistics for January. During January 2010, there were 2,213 re-quests for support managed through the Anytime Suppor t Desk. Of these requests, 86 percent were

resolved within one day and 93 percent were resolved in fewer than five days. The average wait time for

individuals calling the Anytime Support Desk was 56 seconds. Eighty-seven percent of the requests were

resolved by the Anytime Support Desk on the first call.

Online Requests. In January 2010, there were 219 additional requests for suppor t managedthrough online web request forms. The top two types of online requests were audio-visual service (72)

and departmental telephone service (51).

Anytime Support Desk User Survey Results for January. Through an automated feed-back process, all Anytime Support Desk callers have the opportunity to complete a web-based satisfac-

tion survey. In January 2010, 214 (10%) of 2,194 survey requests sent to customers were completed.

The five-question survey uses a 1 to 9 sliding scale with 7.00-9.00 equal to excellent.

Month

Response

Rate

Overall

Satisfaction

Response

Timeliness

Skill

Set

Communi-

cation

Resolution

Timeliness

November

December

January

8% 7.97 7.86 8.27 8.13 8.05

10% 8.21 7.94 8.38 8.02 8.16

10% 8.08 8.08 8.39 8.23 8.22

Staff Support by Major Area. All Pepperdine IT staff allocate their day-to-day efforts using cli-ent, project, and task codes; using this data, total division-wide staff effor t for January 2010 was distrib-

uted as follows:

University Administration Support 1,213 hours 8.72% $61,242.48

Colleges, Academic Affairs

University-Wide, Common Services

IT Administration and Management

General Overhead (Leave, Holiday)

Total:

2,656 hours 19.08% $71,731.51

4,120 hours 30.00% $188,041.67

2,862 hours 20.56% $111,513.03

3,067 hours 22.04% $127,390.39

13,918 hours 100% $559,919.08

Support for Schools. Pepperdine IT staff effort provided to Pepperdine Schools, is as follows:

Month Seaver GSBM GSEP SOL SPP

NovemberDecember

January

56.31% 23.41% 16.69% 1.24% 2.35%59.64% 17.52% 21.03% 0.35% 1.46%

58.47% 18.97% 19.21% 0.48% 2.86%

How to Subscribe to this Report. If you would like to be added to the distribution list for this

report, please contact Ross Canning, executive assistant to the vice provost and chief information

officer, at extension x4501. Monthly IT Status Repor t archives are available online at

services.pepperdine.edu/it/about/status-reports.htm .

http://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/forms/http://services.pepperdine.edu/it/forms/

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