november 2010 it status report
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Announcements for Faculty and Staff Meetings
Campus-wide Wireless Upgrade Planned. This November,Information Technology (IT) will begin preparing to upgrade the wireless
network across all of Pepperdine's Southern California campuses. The
upgrades will significantly increase the speed of the network and will
expand the coverage area inside campus buildings. The upgrades will take
place throughout the 2011 fiscal year.
Learn Something New this Fall from Lynda.com. InformationTechnology and Human Resources are pleased to offer faculty and staff a
no-cost, professional development opportunity to increase knowledge in
computer software programs. Lynda.com hosts more than 700 online
training tutorials in video modules.
Reserve a two-week training period to learn and explore computer
programs at your own pace and at no charge.To reserve a training period,please visit the IT website registration page. Participants will receive a
username and password for the Lynda.com site via email on the day that
their training period begins.
What Technologies are Available to Faculty, Staff andStudents? Information Technology recently created a web pagecontaining a brief description of most software applications offered at the
University, with links to more information about the applications. The list
includes information on email distribution lists, PowerPoint, AnywhereStorage, and Microsoft Word and more.
Bookmark this web page in an Internet browser: http://
services.pepperdine.edu/it/tools/ for access to these important
technologies.
1 Information Technology Activity and Status Report, November 2010
Information
Technology Activityand Status Report
November 2010
Contact InformationTechnology
Anytime Support Desk
Available 24 hours a day,
7 days a week
(310) 506-HELP (4357)
or (866) 767-8623
Technology and Learningfor Faculty
http://services.pepperdine.
edu/techlearn/
Office ofthe ViceProvost and Chief
Information Officer
(310) 506-4501
Request IT Services
http://services.pepperdine.edu/
it/forms
http://services.pepperdine.edu/it/tools/lynda/http://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formsmailto:[email protected]:[email protected]://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/it/tools/http://services.pepperdine.edu/it/tools/http://services.pepperdine.edu/it/tools/http://services.pepperdine.edu/it/tools/http://services.pepperdine.edu/it/tools/lynda/http://services.pepperdine.edu/it/tools/lynda/ -
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Administrative Support for Schools
GSEP Blended Learning Course Pilots Cisco Communications Technology. InAugust, students from the Graduate School of Education and Psychology's (GSEP) masters program in
Learning Technologies began testing the new Cisco telephone system's communication and
collaboration features. Students in the course meet face-to-face only three times per term andparticipate in all class sessions online.
Educational technologist Hong Kha is working with GSEP professor Margaret Riel and her students as
they use Cisco's chat, audio, and video communications features during their classes. All of these features
are used via an application installed on the students' laptops or desktops; no physical phones were
distributed to students. By providing feedback on the use of this technology, students are preparing the
way for wide-spread deployment in blended learning classes at Pepperdine.
Technology and Learning Group Helps Faculty Transition to Courses. OnDecember 31, 2010, the University's contract with Blackboard will expire. Faculty who are still using
Blackboard are encouraged to begin their transition to Courses this month. To ensure a smoothtransition, several resources are available to faculty including those listed below. For questions, please
November and December Workshops
One-on-one Consultation
Online Courses Support Documentation
Administrative Support for the University
IT Prepares Campus for Transition to Microsoft Office 2010 and 2011. In May 2010,Microsoft launched its new Office suite for Windows (2010) and Macs (2011). To help prepare the
Pepperdine campus for the rollout of these new applications, Deputy CIO Jonathan See and Prakash
Sharma, IT manager at the West Los Angeles campus will offer informational sessions about Office 2010
and 2011 to departmental liaisons.
The purpose for these sessions is to briefly introduce and demonstrate the new look and feel of Word,
Excel, PowerPoint and Outlook to representatives from departments and programs around the
University. Staff will share the time line for rolling out the applications and discuss training oppor tunities
available through Lynda.com. As a promotion, IT is offering an additional two weeks of access to
Lynda.com (total of four consecutive weeks) for faculty and staff who upgrade to Office 2010 or Office
for Mac 2011 in January. The informational sessions will be offered on all Pepperdine campuses inSouthern California.
Help Desk Continues to Serve Campus Community. Anytime Support Director JerryHoover has recently completed an assessment of the Pepperdine Help Desk, which has been managed
by SunGard Higher Education for the past two years. During the past year, 21,273 of 22,807 calls were
answered representing only a six percent abandon rate. Help Desk agents created 18,522 end user help
tickets of which 48 percent were related to changing or creating new passwords. The Help Desk
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resolved 82 percent of the tickets, providing Information Technology staff with more time to engage with
University partners to understand their business needs.
Infrastructure, Systems, and Networking Updates
Westlake Village Faculty and Staff Receive New Telephone System. Faculty and staffoffices on the Westlake Village campus recently received new Cisco telephones and new phone
numbers that allow for 4-digit dialing from other Pepperdine campuses. Information Technology's John
Figueroa and Vic Suphasiri led the project and Luis Lara provided onsite training for faculty and staff.
Rockwell Towers Wireless Upgrade Complete. Information Technology has completed allupgrades to wireless coverage in the Rockwell Towers Residence Hall. Led by IT staff member Dave
Holden, this upgrade significantly improved wireless performance and expanded wireless coverage and
speed for students. Staff will continue to monitor and fine-tune the new network in coming weeks.
T-Mobile Cellular Coverage Improvements in Progress. Two new T-Mobile cellular sites
will be constructed on the Appleby and Keck buildings on the Malibu campus. Information Technologyhas completed the design for the sites and installation is slated to begin within the next month. Once
completed, the new cellular sites will improve wireless coverage for T-Mobile users on the lower Malibu
campus.
New Software Application Developed for Campus Operator. As the Universityswitches over to the new Cisco telephone system, special arrangements needed to be made to keep
the current functionality for the campus operator. An application that meets these needs was recently
developed by Enterprise Information Systems (EIS) staff along with Jerry Hoover, director of Anytime
Support, and Lynn White, campus operator. The new application will ensure that campus operators can
maintain their current level of service to the University community after the new telephone system is
deployed.
Administrative Support - Software Tools
WaveNet Faculty Hiring Module to be Launched in February. A new applicationmodule built on top of the PeopleSoft system was created to streamline the faculty hiring process.
Previously the process was conducted largely outside of the PeopleSoft system making it inefficient and
costly process. This the largest module ever launched by the Enterprise Information Systems team. The
module has been launched in a test environment to allow for modifications to be made on the spot.
Faculty and staff will be able to use the system in early spring 2011.
CASHNet Service Technology Upgraded. CASHNet, which is an online system used by
University cashiers and by students for self-service payments, was recently upgraded by its vendor.Before upgrades are applied to critical University systems such as CASHNet, extensive testing must be
completed to ensure that the upgrade will not result in services outages for the Pepperdine community.
EIS staff members John Horton, Hector Ramirez, Novita Rogers, Tim Rogers, and Lisa Welch worked
with Peter Kain, senior lead systems and data administrator; Vera Stojanovic, director of student
accounts; and Ileana Rizescu and Jeff Garza of the Finance Office to ensure a smooth transition to the
new system. The upgrade has been implemented successfully.
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Benchmarks and AccountabilityAnytime Support Help Desk Statistics for October. During October 2010, there were1199 requests for support managed through the Anytime Support Desk. Of these requests, 30 percent
were resolved within two days and 85 percent were resolved in fewer than five days. The average wait
time for individuals calling the Anytime Support Help Deskwas 29 seconds. Seventy-five percent of the
requests were resolved on the first call.
Online Requests. In October 2010, there were 248 additional requests for suppor t managedthrough online web request forms. The top two types of online requests were for departmental phone
service (59) and Presentation Services requests (66).
Anytime Support Desk User Survey Results for October. Through an automatedfeedback process, all Anytime Support Desk callers have the opportunity to complete a web-based
satisfaction survey. In October 2010, 184 (16%) of 1153 survey requests sent to customers were
submitted. The four-question survey uses a 1 to 5 scale with 4.00-5.00 equal to excellent.
Month
Response
Rate
Overall
Satisfaction Competency
Customer
Service
Resolution
Timeliness
August
September
October
18.1% 4.49 4.59 4.30 4.58
13.9% 4.29 4.40 4.14 4.35
16% 4.34 4.46 4.15 4.42
Staff Support by Major Area. All Pepperdine IT staff allocate their day-to-day efforts usingclient, project, and task codes; using this data, total division-wide staff effor t for October 2010 was
distributed as follows:
University Administration Support 1,402 hours 10.18% $67,815.55
Colleges, Academic Affairs
University-Wide, Common Services
IT Administration and Management
General Overhead (Leave, Holiday)
Total:
2,987 hours 21.71% $81,338.33
4,448 hours 32.00% $168,125.67
2,521 hours 18.32% $100,573.59
2,404 hours 17.47% $98,019.71
13,761 hours 100% $515,872.85
Support for Schools. Pepperdine IT staff effort provided to Pepperdine schools is as follows:
Month Seaver GSBM GSEP SOL SPP
AugustSeptember
October
58.06% 20.46% 15.33% 2.86% 3.47%57.79% 21.48% 17.67% 0.98% 2.08%
48.88% 27.12% 19.05% 0.95% 3.99%
How to Subscribe to this Report. If you would like to be added to the distribution list for thisreport, please contact Dana Hoover, communications manager, at extension x4948. The Monthly IT
Status Report archive is available online at services.pepperdine.edu/it/about/status-reports.htm .
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