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/

    [email protected]

    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

    [email protected].

    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

    2 Information Technology Activity and Status Report, November 2010

    http://services.pepperdine.edu/it/contact/dtl.htmhttp://services.pepperdine.edu/it/contact/dtl.htmhttp://services.pepperdine.edu/techlearn/movetocourses.htmhttp://services.pepperdine.edu/techlearn/movetocourses.htmhttp://services.pepperdine.edu/techlearn/services/request.htmhttp://services.pepperdine.edu/techlearn/services/request.htmhttp://services.pepperdine.edu/techlearn/events/http://services.pepperdine.edu/techlearn/events/mailto:[email protected]:[email protected]
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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.

    3 Information Technology Activity and Status Report, November 2010

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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 .

    4 Information Technology Activity and Status Report, November 2010

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