october 2009 it status report

8/14/2019 October 2009 IT Status Report

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Announcements for Faculty and Staff Meetings

Software To Be Available on Pepperdine Network.IT staffhas been investigating the virtualization of software at Pepperdine Univer-

sity and plans to implement the virtualization for select applications as early

as January 2010. Citrix XenApp, a vir tualization solution, will allow Pep-

perdine IT to host and operate select applications, such as Microsoft Word,

Excel, PowerPoint, and Outlook on the network instead of installing and

running them on a specific computer.

With vir tualized applications, the Pepperdine community can access the

applications through the network from any computer, Windows or OS X, at

work or at home. Faculty and students who travel abroad will always have

access to the same applications they use on campus.

Virtualizing software saves the University money on software licensing fees.

In addition, lab computers will be in less demand, therefore slowing the re-

placement rate and saving additional funds. The software that was chosen

for the virtualization was selected because it is currently being used at the

University by at least 50 people at any given time. To recommend a soft-

ware for virtualization, please contact Thomas Hoover at

[email protected].

Faculty Support and Services

Sakai Presentation at the All Faculty Conference.Nearly 40faculty members attended the Sakai presentation at Pepperdine University's

all faculty conference on Friday, October 2, 2009. Gerard Flynn, director of

Pepperdine IT's Technology and Learning group, facilitated the presentation

along with three Sakai pilot faculty members. Dr. Stella Erbes of Seaver Col-

lege demonstrated key features and talked about how she is using Sakai in

her undergraduate class this fall. Dr. Margaret Riel of the Graduate School of

Education and Psychology (GSEP), discussed how she is using the Sakai

1 Information Technology Activity and Status Report, October 2009

Information

Technology Activityand Status Report

October 2009

Contact InformationTechnology

Anytime Support Desk

Available 24 hours a day,

7 days a week

(310) 506-HELP (4357)

Tech Central

for 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 ChiefInformation 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/formsmailto:[email protected]:[email protected]


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environment to share a syllabus and materials with a colleague who is teaching the same course to a

different cohort. She also demonstrated how to customize the Sakai menu and integrate third party

tools, which she uses for her graduate class taught primarily online. Dr. Michael Williams of the Graziadio

School of Business and Management (GSBM) concluded the presentation by comparing the philosophi-

cal and economic differences between Sakai and Blackboard.

Faculty members who are interested in learning more, receiving support, or joining the pilot in Januaryshould contact Gerard Flynn at [email protected].

Administrative Support - SchoolsNew Phone System Comes with Instant Messenger Service. The Systems and Net-working staff has begun 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 sharing, and phone calls from computer to computer or computer to land line. Project phases

one and two involve the installation and testing of phones with the instant messaging features inside the

IT division and with select cohor ts of students from GSEP and GSBM. Using the mobility services, com-

muting students can meet with fellow classmates and professors through the Internet from any location.

Nolij Document Management Transfer Complete. The migration of 5.5 million electronicpages from the previous document management system, Stellent, to the new document management

system, Nolij, is now complete. All historic electronic documents are now in the new system. In addition,

many new departments are now using the Nolij system.

Nolij currently suppor ts integration between the document management system and PeopleSoft for the

Admissions Office at Seaver College, and will soon be implemented for GSBM and GSEP Admissions.

This integration allows admissions counselors to update PeopleSoft admission check-list items from

within Nolij while the they are viewing applicant documents, therefore reducing their need to log into

PeopleSoft to make the updates. These integrations are being carefully reviewed and approved beforeimplementation to ensure data integrity while providing increased efficiency in applicant processing.

Enterprise Performance Management (EPM) Data Warehouse Released. The newPeopleSoft EPM Data Warehouse was released into production on September 16. Users with appropri-

ate access will find an "EPM Data Warehouse" link within WaveNet. This system allows users to access

student and human resources data that was previously available on the mainframe.

Discount on AT&T Wireless Service. All AT&T customers must register their wireless num-bers within 30 days of establishing their new contract to receive the 15 percent Pepperdine service dis-

count from AT&T. Registrations received after the 30-day acceptance period will be charged with a $36

sponsorship fee. Customers can register for the wireless discount by logging into WaveNet, selecting

"Staff Resources," then "Employee Discounts," and finally "AT&T Wireless Discount."

Infrastructure, Systems, and Networking Updates

Encino Campus Renovation Begins. Pepperdine IT is in the process of working with Construc-tion and Campus Planning and University stakeholders to renovate the Encino campus. IT staff will be

upgrading the network infrastructure, the audio visual classroom technology, and the telephone system.

Once completed, these improvements will significantly increase network performance. Classrooms will

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receive new projection and sound systems, DVD/VCR players, and wall-mounted laptop stands. The ex-

isting telephone system will be replaced with a new Unified Communications platform from Cisco. This

platform merges voice, video, and web conferencing, and has the potential to serve as an e-learning plat-

form for the University.

MalibuWireless Network Upgrades Underway. Pepperdine IT continues to improve the

wireless network throughout the Malibu campus. The oldest sections of the wireless infrastructure willbe replaced with current technology that supports the wireless G and A (802.11g and 802.11a) stan-

dards. This upgrade will produce 1000 percent faster performance in these areas. The Thornton Adminis-

trative Center will be upgraded first, and additional areas will follow soon after. To take full advantage of

the upgrade, new laptops should be ordered with built-in wireless cards that suppor t the G (802.11g), A

(802.11a) or N (802.11agn) standards.

New AT&T Wireless Towers Erected. The new AT&T cellular sites, located atop ApplebyCenter and the Drescher Water Tank, are now completely installed and operational. The temporary

AT&T sites that were constructed at the beginning of the year were removed from campus.

Rockwell Towers Wireless Upgrade. IT staff is currently in the process of installing additionalwireless infrastructure in the Rockwell Towers residences that will increase the current coverage by ap-

proximately 50 percent. The upgrade is 50 percent complete.

Administrative Support - PeopleTools

PeopleSoft PeopleTools 8.49 Human Capital Management Upgrade. The Connec-tions to Community (C2C) staff completed the PeopleTools 8.49 upgrade the first weekend in October.

Upgrading to PeopleTools 8.49 for Human Resources and Student Administration places Pepperdine

University one-step closer to a full PeopleSoft application upgrade and offers added functionality that

will enable the C2C staff to better serve the community.



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Benchmarks and AccountabilityAnytime Support Desk. During September 2009, there were 1,858 requests for support managed through

the Anytime Suppor t Desk. Of these requests, 83 percent were resolved within one day and 90 percent were re-

solved in fewer than five days. The average wait time for individuals calling the Anytime Support Desk was 42 sec-

onds. Eighty-three percent of requests were resolved by the Anytime Support Desk on the first call.

Online Requests. In September 2009, there were 312 additional requests for suppor t managed through onlineweb request forms. The top two types of online requests were depar tmental telephone service (83) and audio-

visual service (79). The online forms can be accessed at http://services.pepperdine.edu/it/forms/ .

Anytime Support User Survey. Through an automated feedback process, all Anytime Support Desk callersare provided the opportunity to complete a web-based satisfaction survey. In September 2009, 139 (7%) of 1,857

survey requests sent to customers, were completed. The five-question survey uses a 1.00 to 9.00 sliding scale with

7.00-9.00 equal to Excellent.

MonthResponse

RateOverall

SatisfactionResponse

TimelinessSkillSet

Communica-tion

ResolutionTimeliness

July

August

September

11% 7.74 7.71 8.01 7.65 7.57

9% 7.50 7.57 7.85 7.48 7.50

7% 7.94 7.75 8.15 7.8 7.74

Staff Support by Major Area. All IT Division employees are allocating their day-to-day effor ts using client,project, and task codes. Using this data, total division-wide staff effor t for September 2009 was distributed as fol-

lows.

University Administration Support 815 hours 5.46% $41,611.80

Colleges, Academic Affairs

University-Wide, Common Services

IT Administration and Management

General Overhead (Leave, Holiday)

Total:

3,732 hours 24.98% $128,126.62

4,961 hours 33.21% $223,853.95

2,967 hours 19.86% $118,389.48

2,462 hours 16.48% $103,328.55

14,937 hours 100% $615,310.40

Support for Schools. Of the effor t provided to Pepperdine Schools, the breakdown is as follows.

Month Seaver GSBM GSEP SOL SPP

July

August

September

50.22% 26.40% 21.56% 0.77% 1.05%

61.24% 19.85% 16.60% 0.73% 1.58%

56.21% 22.71% 17.38% 1.86% 1.86%

Monthly Status & Activity Report. If you would like to be added to the distribution list for this report,

please contact Ross Canning, executive assistant to the chief information officer, at extension x4501. Monthly IT

Status Report archives are available online at http://services.pepperdine.edu/it/about/status-reports.htm.

Information Technology Activity and Status Report, October 2009
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october 2009 it status report

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