phillips graduate institute information technology and operations plan

7/21/2019 Phillips Graduate Institute Information Technology and Operations Plan

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Information Technology/Operations Plan

2010-2013



Phillips Graduate Institute - Information Technology Strategic Plan – August 2010 - 1

Table of Contents

Executive Summary ................................................................................................................. 2

Past, Present and Future ........................................................................................................ 2

Technology/Operations Planning Methodology .................................................................... 3

Envisioning the Future ............................................................................................................ 4

Sustaining Institutional Viability .............................................................................................. 4

Sustaining and Enhancing Effective Learning Outcomes ........................................................ 4

The Basis for Decision-Making ............................................................................................... 5

Information Technology/Operation Vision Statement .............................................................. 5

Information Technology/Operation Guiding Principles ............................................................ 5

Planning Assumptions about the Phillips Environment ........................................................... 6

Information Technology/Operations Overarching Goals ......................................................... 7

Planning for Information Technology ..................................................................................... 9

Network Infrastructure ...........................................................................................................10

Network Device Inventory ......................................................................................................11

Information Technology Forms and Poliices ..........................................................................14

Planning for Operations .........................................................................................................16

Phillips Graduate Institute Crime Statistics ............................................................................16

Phillips Graduate Campus Maps ...........................................................................................19

Putt ing the Plan into Act ion ...................................................................................................22

The Information Technology/Operations Mission ...................................................................22

Implementing Technology/Operations Objectives ..................................................................23

Behind the Scenes ..................................................................................................................33

Communication Plan .............................................................................................................34

Conclusion ..............................................................................................................................35

Appendices .............................................................................................................................36




Executive Summary

Past, Present and Future

Information Technology for Phillips prior to 2008 was plagued with non-functioningtechnology equipment, inadequate software, and limited staff with little direction. From1999-2007 the Institution had invested a substantial amount of funds in a highly advancedintegrated system (Jenzabar) without proper staffing to implement or manage the system.The manager was promoted from a Library systems technician with minimal experience inmanaging staff or a highly advanced integrated system. The lack of experience and trainingswiftly presented a problem for the Institution. Despite the issues in the It/Operations office,the Institution invested additional funds on new technology equipment, which was laterfound to be inadequate for the Institution’s needs.

In 2008-2009 leadership began to shift and restructuring at Phillips was underway. During the same time that restructuring was taking place at Phillips, the Information

Technology/Operations Office was being assessed by the new leadership. The findings of the assessment led to the departure of the Information Technology Manager

and some staff. This began a new productive chapter in the InformationTechnology/Operations Office.

The first goal for the Information Technology/Operations Office was to hire a knowledgeableInformation Technology/Operations Director. Secondly, the Institution developed a workingrelationship with an external technology firm to outsource a portion of the network support.The outsourced support would manage the existing technology infrastructure as areplacement for some of the past support staff.

With new executive leadership at Phillips, a new Information Technology/Operations leaderand support staff in place, the department has been able to create a structure whichincludes the following: 1) a plan of operation, 2) procedures, 3) Institutional technicalpolicies, 4) an Information Technology/Operations Help Desk, 5) accurate equipmentinventories, 6) assessment of the technologies and 7) a clear picture of the Institutionalneeds for the future.

The current and future environment was analyzed to identify those internal and externalfactors that affect what needs to be accomplished through the use of technology. Goals andstrategies followed from this analysis. As part of the process, alignment of the plancomponents with the vision, mission, and goals of the Institute was verified.

Technology in the future will enable Phillips Graduate Institute to be a diverse communitywhose global leadership, educational goals and objectives impact Institutional policy, criticaleducational and social issues consistent with its mission.

The Technology/Operations Vision documented in this plan is a description of the idealenvironment. Its intent is to be used by Phillips Graduate Institute as a guide or roadmap toaddress its future technology and operation needs. From the vision statement, guidingprinciples were developed and will be used as the parameters for decision-making.




Technology/Operations Planning Methodology

Planning is a process that seeks to clarify what an organization is, what it wants to be, and how,specifically, the organization can successfully make the transition. A technology/operations planprovides technology/operations directions and a management strategy within the context ofchanging internal and external environments while it sets the philosophy and direction for theuse of information technology within the Institution.

The specific planning process used for development of the Technology/Operations Plan is amodification of the organizational transition methodology described in Organizational Transitions by Beckhard and Harris1

. This methodology is based upon the principle that:

a core dilemma for executives and leaders is how to maintain stability in theirorganizations and, at the same time, provide creative adaptation to outsideforces; stimulate innovation; and change assumptions, technology, workingmethods, roles and relationships, and the culture of the organization itself.

The planning approach adapted for use by Phillips Graduate Institute from the methodologyproposed by Beckhard and Harris requires the following steps:

• Development of a “future state” vision of how the use of information technology, in itsbroadest definition, should add value in support of Phillips’ vision, mission, andgoals.

• Development of current planning assumptions that detail the environment is required.• Development of guiding principles that govern the decisions and actions of the

organization and are aligned with the mission and goals of the Institution.• Development of goals and strategies, aligned with the Institutional vision, mission,

and goals, to enable Phillips to move forward toward its desired “future state” inaccordance with the guiding principles.

1 Beckhard, R. & Harris, R. T. (1987). Organizational transitions: Managing complex change (2

nd ed.).

Reading, MA: Addison-Wesley.




Envisioning the Future

Phillips Graduate Institute envisions a future in which it will be a global model in counseling andconsulting, as well as to offer post-graduate credential programs and continuing educationworkshops for mental health. Students will draw on their experience and will use theirknowledge and expertise gained at Phillips to impact global communities. Technology will helpPhillips realize its vision by expanding the means to which it gains recognition and access to itseducational programs. Realizing this level of technology vision will support the achievement ofthe Institutional strategic goals in the following ways:

To Sustain Institutional Viability

Phillips will use technology to expand its communication with and between board members,alums, donors, students and community members. Technology will allow Phillips to becontinuous, convenient and to enhance the level of external support for its Institutional programsand services.

Online hybrid offerings will provide convenient continuing education opportunities for alums aswell as current students.

Sustaining and Enhancing Effective Learning Outcomes

Information Technology/Operations will develop systems that will position Phillips to promote aglobal presence and allow students from anywhere to participate in the unique educationalexperience. At the same time, the extended access to Phillips’ programs will create a richer,more diverse community. Students will benefit from exposure to a greater variety of cultural,economic, and political viewpoints.

Greater access to technology in the educational programs will better prepare students to liveand work in an increasingly technology reliant society. Students will use technology to apply foradmission, apply for financial aid, register for classes, pay fees, participate in class, conduct

course research and communicate with faculty and peers.




The Basis for Decision-Making

Information Technology/Operations Vision Statement

The vision from Information Technology/Operations is a common picture of Phillips’ use oftechnology in current andfuture projects. It is a broad

statement that defines theparameters of future decision-making and an ideal statetoward which the Institutionstrives.

The InformationTechnology/Operations visionstatement cannot stand alone. As the vision statement was developed, it was important to keepin mind the mission and philosophy of Phillips Graduate Institute. It is important that theInformation/Operations vision align with the purpose and foundations of Phillips so that theymove collectively in the same direction.

Information Technology/Operations Guiding Princ iples

Making progress toward the ideal information technology state defined in the InformationTechnology/Operations vision statement above requires making numerous difficult decisions.Because these future decisions should not take place in a vacuum, the InformationTechnology/Operations plan sought further to develop standards that could be used to assist inthe decision-making process.

The Guiding Principles reflecthow Institutional membersshould relate to one another,how they should operate, andhow they should compete interms of technologythroughout the organization. Inaddition, these InformationTechnology/OperationsGuiding Principles are inalignment with the Institute’score values and lend supportand definition to the mission ofthe Institution.

As decisions are required, theprinciples are designed to helpguide actions when choicesare not clear. They are meantto provide a context forconsistent decision-makingthat is not just focused ondoing things right, but ondoing the right thing.

Phillips Graduate Instit ute Information Technology/OperationsGuiding Principles

• Students, faculty, staff and the extended community should

have reliable and convenient access to Institutional resourcesthrough technology-enabled environments.

• Information Technology/Operations should serve to enhancethe creation, availability, sharing and use of knowledge.

• Information Technology/Operations should contribute to thehallmark values of the Institution: equality of access, diversityand respect for individuals.

• Information Technology/Operations should support curriculumdevelopment, scholarly endeavors, pedagogy, Institutionalinnovation, and contribute to greater efficiency andeffectiveness.

• Administrative technologies should create operationalefficiency and improve service to Institutional constituencies.

•

Information Technology/Operations should be used in waysthat guarantee the appropriate confidentiality and privacy ofpersonal information, protect intellectual property and addressethical and legal concerns.

• Investments in information technology should be consistentwith the Institution’s short and long-term financialresponsibilities and should balance the deployment of newtechnology and the resulting demand for technology support.

• Major decisions regarding the deployment and use oftechnology should be made in a just manner through a processof collaboration.

Phillips Graduate Institute’s Information

Technology/Operations Vision

To support the Phillips vision to strive to be a thriving globaldiverse learning community through the investment andexpanded use of emerging technologies.




Planning Assumpt ions about the Phillips Graduate Institute Environment

Planning assumptions represent what the Information Technology/Operations plan perceives tobe true about Phillips Graduate Institute’s current environment. These assumptions are basedupon observations and opinions and are intended to describe the current internal and externalenvironmental factors that have a bearing on the development and implementation of theInstitution’s Information Technology/Operations plan. Assumptions were made based on thecurrent/future student enrollment, the faculty, administration, staff, community relations,technology, alumni, facilities, and the physical resources of the Institution. They identifiedcharacteristics in these areas and drafted sets of planning assumptions about trends theyforesee as well as new anticipated developments.

Student-Related Assumptions• The typical Phillips Graduate Institute student is non-traditional, female, over 30 years old, a

working adult and a first generation college student• Phillips students are drawn locally, nationally and internationally• Students’ use of and expectations for technology, including accurate and timely

communications, is increasing• The majority of students receive financial aid•

There is increasing demand for cohort-based groups• An increase in the number of daytime classes might result in an increase in traditional

students• Students have a widely varying range of comfort with access to technology.• Students require increasing levels of support and live lives that include many demands upon

their time outside of school• Students expect a broader range of web based electronic services• Students have access to email and use e-mail

Faculty/Staff-Related Assumptions• Faculty and staff are committed to Phillips Graduate Institute pedagogy and mission.• Faculty and staff have greatly varying degrees of knowledge, experience, ability and

willingness to use information technology• There is perplexity with the desire to preserve tradition and build for the future• Newly hired faculty and staff tend to have more technology skills• There is increasing demand for professional development• Faculty and staff will be increasingly mobile• Job responsibilities will shift as a result of increased capabilities and use of institutional

technology tools• There is a demand for the use of technology• Web based resource expectations continue to grow• Jenzabar training is required if re-implementation is to succeed




Technology-Related Assumptions• The Institution is taking positive steps to improve the availability and use of information

technologies• Phillips Graduate Institute is working to comply with federal and state regulations and

guidelines• If Phillips Graduate Institute looks to develop on-line classes, a solid platform and resources

are required• Additional training is needed to allow staff to maximize its use of the technology• Jenzabar training is required if re-implementation is to succeed• Phillips Graduate Institute needs better support for the use of the web as a tool for research

and teaching• The current Web presence should continue to grow to expand potential opportunities to

support institutional marketing• Technology advancement will continue to provide new options to support and enhance

learning• Demand for interactive access to institutional programs and services will grow• There is currently a wide variety of mismatched technology within the Institution• Much of the information generated and maintained by the Institution is not easily accessible

or transmittable• Phillips Graduate Institute’ existing technology does not encourage creativity• Technology support must be timely, non-intimidating and require a high level of

communication with users• The technology support strategy will be based upon a helpdesk concept• The existing Phillips Graduate Institute campus lacks adequate infrastructure to support

desired technology capabilities• There is an increasing demand for high-tech capabilities within classrooms• The demand for mobile technologies increases• Information Technology/Operations is in the early stages of developing a master plan

covering facilities development and preventative maintenance•

There is a need to conduct an analysis of current business processes and to improve thoseprocesses to make more efficient use of human and other resources• Alumni want to be more connected and more involved with Phillips Graduate Institute

Information Technology/Operations Overarching Goals

• Service – Improve the quality of service to Institutional clients through increased internalefficiency and access to resources

• Distributed Communications – Establish a technology infrastructure that ensures qualityand reliable Institutional communications.

• Marketing – Effectively utilize technology to improve Phillips marketability, visibility andcommunications with the Phillips community, key constituents, current and prospectivestudents

• Networking Services and Resources – Information Technology continued evaluation ofexisting systems, resources and services

• Assessment – Ensure that technology is meeting the Institutional needs for which it wasdeployed and the intended use

• Professional Development – Provide comprehensive, effective and timely professionaldevelopment for the Phillips community in the various authorized technologies used atPhillips Graduate Institute

• Instruction – Provide appropriate facilities and information technology resources tosupport the academic experience at Phillips Graduate Institute




• Planning & Governance - Phillips Graduate Institute should implement a “rolling strategicplanning” process for technology

• Application Support – Continued evaluation of software applications services



Phillips Graduate Institute - Information Technology/Operation Plan – August 2010 - 9

Planning for Information Technology

Phillips Graduate Institute takes pride in its unique approach to educating future professionals incounseling and consulting. To help maintain focus and strengthen the Institution, Phillips personnelhave been instrumental in the development of an Institutional strategic plan to be used as a guide

for driving campus decision processes and direction. In keeping with this emphasis, InformationTechnology/Operations has developed an Information/Operations Technology plan to augment andsupport Institutional strategies.

With this commitment to planning and the recognition that information technology/operations is animportant component for achieving Institutional goals, the Information Technology/Operations planwas developed.

The following pages display the Phillips network infrastructure, related hardware and users list.




Network Map




Phillips Graduate Institute - Network Device Inventory




PHILLIPS - Server Device Inventory

PHILLIPS - Wireless Devices Inventory




PHILLIPS - Wireless Devices Inventory

PHILLIPS - Toshiba Copier Inventory




Information Technology Forms and Policies

Phillips Computer System Usage Policy

Policy Statement

The purpose of this policy is to establish procedures and guidelines for all users ofcomputing resources owned and managed by the Information Technology/Operations Office atPhillips Graduate Institute.

This policy applies to all computing systems owned or managed by the InformationTechnology/Operations Office at Phillips Graduate Institute or using the Phillips GraduateInstitute network.

Freedom of expression and an open environment to pursue scholarly inquiry and forsharing of information are encouraged, supported, and protected at PhillipsGraduate Institute. These values lie at the core of our academic community.

As an institution of higher learning, Phillips Graduate Institute encourages, supports,and protects First Amendment rights and an open environment to pursue scholarlyinquiry and to share information. Access to networked computer information ingeneral, and to the Internet in particular, supports the academic community byproviding a link to electronic information in a variety of formats and covering allacademic disciplines. As with any resource, it is possible to misuse computingresources and facilities and to abuse access to the Internet. However, the campusdepends upon a spirit of mutual respect and cooperation to create and maintain anopen community of responsible users.

Computing resources are provided to support the academic research, instructional,

and administrative objectives of Phillips Graduate Institute. These resources areextended for the sole use of Phillips Graduate Institute faculty, staff, students, andother authorized users to accomplish tasks related to the user’s status at PhillipsGraduate Institute and are consistent with Phillips Graduate Institute’s mission (See completepolicy Appendix A).

Phillips Email Usage and Retention Policy

Policy Statement

Email is an expedient communication vehicle used to send messages to faculty, staff, andstudents from Phillips Graduate Institute. Because of the versatility and ubiquity of email

technology, Phillips recognizes and has established the use of email as an official means ofcommunication. Phillips email includes Outlook, Web Outlook and specific social mediaservices. This policy defines the appropriate use of Phillips Graduate Institute's email and itsretention (See complete policy Appendix B).




Phillips Password Policy

Policy Statement

Passwords are an important aspect of computer security. They are the front line of protectionfor user accounts and the gate keeper for access to a device and/or network. A poorly chosenpassword may result in the compromise of Phillips Graduate Institute’s entire campus network,including confidential financial and/or student information. As a result, all Phillips employees(including contractors and vendors with access to any Phillips computer system or application)are responsible for taking the appropriate steps, as outlined below, to select and secure theirpasswords. State and federal law requires higher education institutes to contact every facultyand staff member as well as students within the Phillips domain if any Phillips system iscompromised.

The purpose of this policy is to establish a standard for creation of strong passwords, theprotection of those passwords, and the frequency of change.

The scope of this policy includes all personnel who have or are responsible for an account (orany form of access that supports or requires a password) on any system that resides at anyPhillips facility, has access to the Phillips network, or stores any non-public Phillips information(See complete policy Appendix C).

Phillips Help Desk Policy

Policy Statement

The purpose of this policy is to establish procedures and guidelines for all users of PhillipsGraduate Institute’s computing resources owned and managed by the Information ofTechnology/Operations Office at Phillips Graduate Institute.

This policy applies to all computing systems owned or managed by the InformationTechnology/Operations Office at Phillips Graduate Institute or using the Phillips GraduateInstitute network (See complete policy Appendix D).

Forms

• Phillips Equipment Release Form (Appendix E)• Phillips New Employee Setup Form (Appendix F)




Planning for Operations

Facilities operations and maintenance encompass a broad spectrum of services required to assurethe building environment and classrooms will perform the functions for which each was designed.Operations typically includes the day-to-day activities necessary for the building, systems, services

and equipment to perform their intended function.

The scope of Operations includes the activities required to keep the entire building environment,classrooms, related facilities and their supporting infrastructure, including utility systems, in acondition to be used to meet their intended function. These activities include preventive andpredictive (planned) maintenance and corrective (repair) maintenance.

Phillips Graduate Insti tute Crime Statist ics

Campus security and safety is an important feature of postsecondary education and is one of themany responsibilities aligned with Operations. Phillips Graduate Institute is committed to providingstudents a secured and safe learning environment. Below are Campus Safety and Security

Statistics that were reported as required by law to the Department of Education. The information isalso published on the Institute’s website at http://pgi.edu.




Phillips Campus Maps

5445 Firs t Floor




5445 Second Floor




5435 Administ rative Offices




Putting the Plan into Action

Information Technology/Operations Mission

The Information Technology/Operations structure in any institution has primary responsibility forensuring that the Institution’s overall mission and objectives for the use of technology are achieved.It is the role of the Information Technology/Operations Office to provide leadership, technicalexpertise, and technical support services within the Institution. To accomplish such goals, theInformation Technology Office should have a clearly written mission statement that is widelycommunicated to all stakeholders of the Institute.

Information Technology /Operations Mission

The Information Technology/Operations Office is responsible for guiding, planning,developing and implementing state-of-the-art information technologies in support of allacademic disciplines, administrative functions and facilities. The InformationTechnology/Operations mission is to support Phillips Graduate Institute faculty, staff and

students in the use of new and emerging technologies that will enhance and strengthen theteaching/learning experience at Phillips Graduate Institute.

.



Phillips Graduate Institute - Information Technology/Operation Plan – August 2010 -

Implementing the Overarching Goals and Objectives

The Information Technology/Operations planning process that resulted in the development of this plan for Phillips Graduate Institute focused mucof its attention on how information technology/operations can and should be used to further its values, mission, and goals. In order for this planninprocess to be successful, the Institution must be able to implement, evaluate and monitor this plan annually.

The Implementation grid below contains information that will ensure that the Information Technology/Operations overarching goals of PhillipsGraduate Institute will be accomplished.

• Goals are strategic level targets.• Key performance indicators identify completion characteristics or milestones of progress for goals. Answers the question, “How will we

know when we have achieved the goal?”• Strategies associated with each goal identify implementation actions.• Dependencies are those events or environments that must take place or be in existence before implementation of an objective can beg

or continue.• Responsible Party identifies the individual, department, or council that has major responsibility for accomplishment of each of the

Information Technology objectives. Typically it will be the responsibility of these individuals or groups to develop the annual operatingplans and appropriate budget requests for each of the assigned objectives as well as more detailed project plans. Where multipleowners are listed, the first individual or group listed has primary responsibility for ensuring the implementation of the objectives.

• FY columns show the implementation timeline. An “X” placed in any single FY column indicates completion of a task in that year. X’s multiple FY columns indicate multi-year efforts.

• Progress is to be documented as implementation of the objectives occurs.• Resource Development Potential is a list of areas of resource development that have been identified for Institutional objectives that alig

with funding opportunities in the federal, state and corporate/private sectors.




Goal 1: Service – Improve the quality of service to institutio nal clients through inc reased internal efficiency and access to resources.

Key Performance Indicator(s): Satisfaction surveys, departmental goals met, accreditation standards met

OBJECTIVES DEPENDENCIES RESPONSIBLEPARTY(Owner)

FY10 - 11

FY11 - 12

FY12 - 13

PROGRESS/ ACCOMPLISHMENTS

RESOURCEDEVELOPME

POTENTIAL

1.1 Ensure integration ofservices between all serviceareas

1.2 Develop and maintain high

levels of service to allconstituents

1.3 Improve administrativeefficiency through systemevaluation

1.4 Ensure facilities areavailable and ready forinstructions

1.5 Upgrade room managementapplication

Goal 1 Tactics:• Assess interdepartmental processes and systems to identify inefficiencies and redesign processes to maximize efficiency and effectivenes




Goal 2: Distributed Communication – Establish a technology infrastruct ure that ensures quality and reliable institu tional commun ications

Key Performance Indicator(s): Satisfaction Survey, Departmental Goals Met, Accreditation Standard Met, Completion of Network


FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

2.1 Continuous review ofPhillips technology needs

2.2 Enhance communicationsacross all sites

2.3 Enhance technologysupport throughout theInstitution

2.4 Review student emailimplementation

2.5 Consider social networkingsites (ie. twitter, facebook,Linked-In, etc.)

2.6 Develop data input bestpractice procedures andstandards

2.7 Identify and implement bestpractice and use of existingtelephone system

2.8 Identify and implement bestpractice and use of existingVOIP technology

2.9 Identify and implement bestpractice and use of thecurrent auto-attendantapplication

Goal 2 Tactics:• Conduct a comprehensive review of the technology needs to ensure the quality and reliability of communication.• Review best practices for Institutional communications.




Goal 3: Marketing - Effectively utilize technology to improv e Phillips Graduate Institute marketability, branding, visibi lity and communic ations with constituents and prospects.

Key Performance Indicator(s): Increase enrollment, increased financial contribu tions, hits on website, post admissions su rveys, board satisfaction


FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

3.1 Enhance the Institution’svisibility as a leader ineducation for counseling

and consultingprofessionals

3.2 Support Institutionalmarketing programsthrough the use ofinformation technology

3.3 Develop an Institutionaladvancement plan thatappropriately utilizestechnology for marketing,outreach and fundraising

Goal 3 Tactics:• Continue to enhance the Institution’s website.• Engage a marketing consultant to assist Phillips Graduate Institute in developing a branding campaign.




Goal 4: Networking Services and Resources - Information Technology co ntinued evaluation of existing s ystems, resources and services.

Key Performance Indicator(s): Accreditation, annual review of prog ress against plan


FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

4.1 Conduct quarterly reviewsof network servers, routers,and switches

4.2 Monthly review of email

spamming filters andservices

4.2 Monthly review of hardwareinventories

4.3 Continue evaluation andtraining of staff resourceson new and emergingtechnologies

4.3 Review local/networkedprinting resources




Goal 5: Assessment – Ensure that technology is meeting the Institution al needs for which it was deployed.

Key Performance Indicator(s): Departments develop and track key indi cators (Leadership Team responsib le).


FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

5.1 Create an assessmentprogram to measure theeffectiveness of technologydeployed by Phillips

Graduate Institute5.2 Develop hardware and

software standards tomaximize resources andsupport

5.3 Provide for periodicreplacement of technologyresources consistent withInstitutional needs

5.4 Standardize on desktopoperating systems

5.5 Standardize on desktopapplications systems

5.6 Develop a plan to improvetechnology within theclassrooms

Goal 5 Tactics:• Form a group of Institutional representatives to regularly evaluate the currency and use of technology.• Develop and implement a technology life-cycle plan to maintain up-to-date technology.• Assess the technology needs of faculty, staff and students.• Conduct regular user surveys to monitor and evaluate user satisfaction.• Develop an equipment acquisition and replacement policy.




Goal 6: Professional Development – Provide comprehensive, effective and timely prof essional development experiences for all Institutionalconstit uencies in the various technologies in u se at Phillips Graduate Institute.

Key Performance Indicator(s): Faculty and Satisfaction survey, number of oppor tunities and rate of participation , level of fundi ng.


FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

6.1 Provide opportunities foremployees to gain exposureto state-of-the art

technologies and ideasabout how IT/Operationscan support their areas ofresponsibility

6.2 Provide training for staff andfaculty on capabilities anduse of new and updatedtechnology

6.3 Develop policy standards ofbehavior and actions in theuse of informationtechnology

6.4 Develop and documentguidelines for standards ofbehavior and use forinformation technology

6.5 Implement electronic

resources for on-linetraining sessions

6.6 Provide training for staff andfaculty on capabilities anduse of Jenzabar

Goal 6 Tactics:• Encourage participation from staff and faculty with other like educational institutions and or user groups• Send employees to professional conferences.• Sponsor on-campus technology seminars for employees.




Goal 7: Instructio n – Provide appropriate facilities and information technolo gy resources to support t he academic experience at Phillips GraduateInstitute.

Key Performance Indicator(s): Number of state-of-the-art instructi onal facilities, number of faculty t eaching online courses, faculty evaluation.


FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

7.1 Equip instructional facilitieswith state-of-the-art learningtechnologies and AV

resources7.2 Reduce turnaround time for

feedback betweenstudents/parents and faculty

7.3 Provide computingresources for students whoare not able to acquire theirown

7.4 Provide technology tosupport faculty courseadministration processessuch as course syllabi,class rosters and narrativestudent evaluations

7.5 Develop technologyresources to allow theLibrary to be promoted as

an e-resource to thecommunity at large

7.6 Leverage informationtechnology to promoterelations with otherinstitutions




Goal 8: Planning & Governance - Phillips Graduate Institute should impl ement a “ Rolling Strategic Planning” p rocess for technolog y.



FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

8.1 Conduct annual reviews ofthe progress andaccomplishments towardsthe goals identified in the

IT/Operations Plan. Updategoals and objectives asappropriate

8.2 Establish an Institutionalgovernance process forinformation technology.

8.3 Establish an Institutionalgovernance process for theJenzabar re-implementation




Goal 9: Application Suppor t – Continued evaluation of Software applications servi ces



FY10 - 11

FY11 - 12

FY12 - 13


RESOURCEDEVELOPMENT

POTENTIAL

9.1 Continued review andevaluation of siteapplications

9.2 Develop a new Jenzabar

implementation plan




Behind the Scenes

A Dynamic Planning Process

Information Technology/Operations planning aligns technology overarching goals and objectives withthose of the Institution and is intended to be long-term yet reviewed annually reflecting progress,identifying potential problems and allowing the Institution to be prepared for upcoming challenges.Through the planning process, the Institution identifies the educational and operating environment,articulates future directions and initiatives, and identifies objectives for achieving desired goals. Thescope of the plan is beyond the information technology services provided by the InformationTechnology/Operations Office; it is Institution-wide, with a focus on Phillips’ needs within technology.

11 Identify FUTURE

needs(Vision Statement)

22

33

44

55

66

77

Analyze theenvironment

(Planning Assumptions)

Identify what needs to be done(Goals and Objectives)

Develop/ImplementProject plan

(ImplementationGrid)

Distribute &implement

(Communication

plan)

Annual

Review(Annual plan

update)

Developdecision

standards(Guiding

Principles




Creating a Dialog with the Phillips Communi ty

Communication Plan

Information Technology/Operations planning can be a major road map for continuous change andimprovement in an institution. One of the keys to successful acceptance and implementation of the

plan is dialog and communication. Both input and feedback to the planning process better ensures thatInformation Technology/Operations objectives can be implemented and goals be attained. In addition,good communication improves understanding of the issues that the plan addresses and contributespositively to institutional culture.

The plan will be published electronically and presented to the community at large for review. Inputshould not only be welcomed but encouraged from the Phillips community. A planning team shouldthen be created to develop ongoing management of the identified projects. Audits and controls shouldalso be established to monitor and publish progress. Analysis of the various projects associated withthis plan should be organized in a format that can be published to solicit comments from constituenciesand to disseminate information to keep the Phillips community informed.




Conclusion

This plan is a dynamic living document that attempts to capture and identify solutions to several Phillipstechnology related critical issues. Implementation of this plan, the identified projects, and relatedmethodologies should be calculated according to priorities and based on the needs of Phillips and the

community at large. This document hopefully also reflects the goals and objectives of the InformationTechnology/Operations Office and its commitment to develop and sustain institutional viability and tosustain and enhance an effective learning community to support development and growth withinPhillips, the administration, faculty, staff and students.




Appendices




Appendix A

Computer Systems Use Policy

Appl icabi li ty: The policy governs the conduct of all Phillips Graduate Institute employees (regular and

temporary), contractors, and students of Phillips Graduate Institute, on campus or on other property orfacilities owned, controlled, or being used by Phillips Graduate Institute, or at any location where theintended purpose is to provide or receive assistance in one’s capacity as a Phillips Graduate Instituteemployee, contractor or student.

PurposeThe purpose of this policy is to establish procedures and guidelines for all users of computingresources owned and managed by the Information Technology/Operations Office at Phillips GraduateInstitute.

ScopeThis policy applies to all computing systems owned or managed by the InformationTechnology/Operations Office at Phillips Graduate Institute or using the Phillips Graduate Institutenetwork.

IntroductionFreedom of expression and an open environment to pursue scholarly inquiry and for sharing ofinformation are encouraged, supported, and protected at Phillips Graduate Institute. These values lie atthe core of our academic community.

As an institution of higher learning, Phillips Graduate Institute encourages, supports, and protects First Amendment rights and an open environment to pursue scholarly inquiry and to share information. Access to networked computer information in general and to the Internet in particular, supports theacademic community by providing a link to electronic information in a variety of formats and covering allacademic disciplines. As with any resource, it is possible to misuse computing resources and facilitiesand to abuse access to the Internet. However, the campus depends upon a spirit of mutual respect andcooperation to create and maintain an open community of responsible users.

Computing resources are provided to support the academic research, instructional, and administrativeobjectives of Phillips Graduate Institute. These resources are extended for the sole use of PhillipsGraduate Institute faculty, staff, students, and other authorized users to accomplish tasks related to theuser’s status at Phillips Graduate Institute and are consistent with Phillips Graduate Institute’s mission.




Policy

Use of Phillips Graduate Institute ResourcesUse of Phillips Graduate Institute computing resources and facilities requires that individual users act incompliance with Phillips Graduate Institute policies and procedures as detailed in the Student Code ofConduct and the Employee Handbook. Phillips Graduate Institute provides users with accounts that

permit use of the computing resources and facilities within policies and procedures established byPhillips Graduate Institute. Any person who uses Phillips Graduate Institute computing resources andfacilities through Phillips Graduate Institute owned equipment (such as public access computers in theLibrary and computer lab) is also a user and is permitted to use the computing resources and facilitieswithin policies and procedures established by Phillips Graduate Institute. Users do not own accounts onPhillips Graduate Institute computers but are granted the privilege of exclusive use. Users must respectthe integrity of computing resources and facilities, respect the rights of others, and comply with allrelevant laws (local, state, federal, and international), Phillips Graduate Institute policies andprocedures, and contractual agreements. Phillips Graduate Institute reserves the right to limit, restrict,or deny computing resources and facilities for those who violate Phillips Graduate Institute policies,procedures, or local, state, or federal laws. Violations of this policy may result in disciplinary action upto and including termination.

CensorshipCensorship is not compatible with the goals of Phillips Graduate Institute. Phillips Graduate Instituteshall not limit users’ voluntary access to any information due to its content when it meets the standardof legality.

• It is the expectation that all Phillips Graduate Institute supervisors and coworkers respect theircolleagues’ privacy in the workplace. The fact that a desk, office, or computer is Phillips GraduateInstitute property does not, by itself, entitle a supervisor or colleague to indiscriminately enter oraccess such a device.

• However, supervisors may legitimately define and inform employees of the ways in which the

performance of their duties or the use of Phillips Graduate Institute resources will be monitored. Forexample, systems administrators may from time to time need to monitor system use in ways thatmake them privy to what users are doing. This need is legitimate when appropriately directed andconfined.

• In normal cases, the individual’s desire for privacy in his or her work space and need for informationhave long been easily reconciled by a simple expedient: if a supervisor or colleague needsinformation, he or she asks for it. The advent of technology in the workplace does not alter thiscourtesy. In the rare case where a request for information is unattainable as when an employee isabsent for a prolonged period and the information is not available elsewhere, the supervisor shouldconsult with the Director of Information Technology/Operations or a designee for guidance as to theproper ways of obtaining the information. If an employee refuses to provide information to a person

who is authorized to have it, that employee may face disciplinary action

• Phillips Graduate Institute has long provided an internal mail delivery system for the use ofmembers of the community of Phillips Graduate Institute business and incidental personalmessages. E-mail is an electronic message-delivery system that supplements the delivery of paper.In either case, the message is intended for that person to whom it is addressed, and others shouldnot read or gain access to it without permission. A deliberate attempt to read another’s mail,knowing it is not meant for the reader, is a serious breach of ethical conduct. At the same time,




there is no right to use e-mail for objectives that are illegal or contrary to Phillips Graduate Institutepurposes. Where suspicion or sufficient evidence of such use or violations exists, an investigationwill be conducted, and if violations are found, disciplinary action up to and including termination mayoccur. Phillips Graduate Institute reserves the right to monitor an employee’s usage if a violation issuspected. These same principles also govern the use of other means of communication, such astelephone calls, voice mail, and fax transmissions.

• Systems administrators, information technology specialists, and others with expertise in andspecific responsibility for computer systems do not thereby have special powers or authority todetermine what expectations of privacy are reasonable, nor should they alone decide what uses ofcomputing resources are permitted. Decisions in this respect should be made after due consultationwith affected supervisors, senior Phillips Graduate Institute administrators, legal counsel, or otherswho are responsible for the proper use of Phillips Graduate Institute resources. The extent ofconsultation will vary with the nature of the decision to be made and the various actions underconsideration.

Intellectual Property All members of the Phillips Graduate Institute community should be aware that property laws apply tothe electronic environment. Users must abide by all software licenses, Phillips Graduate Institutecopyright and software policies and procedures, and applicable federal and state law. Users shouldassume that works communicated through a network are subject to copyright unless specifically statedotherwise. Unless permission of the author is obtained, utilization of any electronically transmittedinformation must comply with the “fair use” principle found in the federal copyright law. For applicablefederal copyright and intellectual property laws, refer to the Phillips Graduate Institute policy on TheDigital Millennium Copyright Act.

Criminal or Illegal ActsComputing resources of Phillips Graduate Institute, which include the hardware, software, and networkenvironment, shall not be used for illegal or criminal activities. Any illegal or criminal use of theseresources will be dealt with by the appropriate Phillips Graduate Institute authorities and/or other legaland law enforcement agencies. Users must respect the rights of other users, respect the integrity of thesystems and related physical resources, and observe all relevant laws, regulations, and contractualobligations. Criminal and illegal use may involve, but is not limited to, unauthorized access, intentionalcorruption or misuse of computing resources, theft, defamation, obscenities, pornography, andharassment based upon race, ethnicity, national origin, disability, age, religion, sexual preference, orgender. Appropriate disciplinary action up to and including termination will be taken for any criminal orillegal use of Phillips Graduate Institute assets.

Network Definiti on and Usage PoliciesThe Phillips Graduate Institute network is defined to include any and all computer and electronic-basedcommunication facilities and/or equipment which are owned or operated under the supervision of the

Information Technology/Operations Office at Phillips Graduate Institute. The Phillips Graduate Institutenetwork is for use by authorized personnel affiliated with Phillips Graduate Institute, consistent with andin the course of their official work, study, and/or research. Do not attempt to access restricted portionsof the network, an operating system, security software, or accounting software unless authorized by theappropriate Phillips Graduate Institute administrator or owner. Breaking into computers is explicitly aviolation of rules of conduct, no matter how weak the protection on the computers. Tapping intothenetwork is a clear violation of Phillips Graduate Institute policy and is subject to disciplinary action,up to and including termination. Any data owned by Phillips Graduate Institute should be saved todesignated network drives and not to a PC workstation, local drive or thumb drive. Acceptable and




unacceptable use of Phillips Graduate Institute computing resources including the campus network areoutlined below. Note: this list is not all inclusive.

Acceptable uses:

• Any use that is necessary to complete research and/or coursework as assigned by or to anyPhillips Graduate Institute employee or student.

• Communication for professional development or to collaborate in research and education.• As a means for authorized users to have legitimate access to remote facilities such as e-mail,

network resources, and/or Internet access.• The publication of information via the Internet’s World Wide Web (WWW), File Transfer Protocol

(FTP), or similar techniques.• Other administrative and/or academic communications or activities in direct support of Phillips

Graduate Institute projects and missions.• Limited personal use may be allowed when such use meets the following criteria: it does not

interfere with Phillips Graduate Institute operations; it does not compromise the functioning ofPhillips Graduate Institute network and computing resources; it does not interfere with the user’semployment or other obligations to Phillips Graduate Institute; and it does not violate

any other Phillips Graduate Institute policy.

Unacceptable Uses: (This l ist is not exhaustive)

• Any use deemed commercial or for -profit.

• Any use that is likely, intended, or by negligence causes unauthorized network disruption,system failure, or data corruption.

• Any use related to achieving, enabling, or hiding unauthorized access to network resources,Phillips Graduate Institute owned software, or other information belonging to Phillips GraduateInstitute, either within or outside the Phillips Graduate Institute network.

• Any use related to sending/receiving electronic mail that includes, but is not limited to, thefollowing: solicitation or commercial use; forging any portion of an electronic mail message,spamming (bulk unsolicited email); or sending unwanted messages to unwilling recipients.

• Intentionally circumventing or building an unauthorized conduit through the Phillips GraduateInstitute firewall with intentions of bypassing Phillips Graduate Institute network managementand security devices.

• Use of another individual’s identification, network, e-mail or other Phillips GraduateInstitute-based account, and/or related passwords.

• Unauthorized transfer or entry into a file, to read, use, or change the contents, or for any otherreason.

• Use of computing facilities or network resources to receive or send obscene, pornographic,harassing, abusive, or threatening messages, or computer viruses or worms.

Computer Systems Use PolicyJuly, 2010




Appendix BEmail Usage and Retention Policy

Policy StatementEmail is an expedient communication vehicle used to send messages to faculty, staff, and students

from Phillips Graduate Institute. Because of the versatility and ubiquity of email technology, Phillipsrecognizes and has established the use of email as an official means of communication. Phillips emailincludes Outlook, Web Outlook and specific social media services. This policy defines the appropriateuse of Phillips Graduate Institute's email and its retention.

Primary Guidance to Which This Policy RespondsThis policy responds to the "Acceptable Use of Information Technology Resources" and the "Desktopand Laptop Security" policies.

Responsible Institute OfficeThe Information Technology/Operations Office is responsible for the maintenance of this policy, and forresponding to questions regarding this policy. The Director of Information Technology/Operations is the

responsible manager.

Effective DateThis policy was established in (enter effective date)

Who is Governed by This PolicyThis policy applies to all individuals who are granted/issued access and assigned a Phillips GraduateInstitute email account. A Phillips email is defined as the system by which faculty and staffcommunicate or exchange computer-stored messages electronically to one and other and to students.Those individuals covered include, but are not limited to, faculty, staff, students, those working onbehalf of the Institute, and/or individuals authorized by affiliated institutions and organizations.

Personal UseWhile incidental personal use of a Phillips email is acceptable, conducting business for profit using aPhillips email account is forbidden.

Use of a Phillips email account for political activities (supporting the nomination of any person forpolitical office or attempting to influence the vote in any election or referendum) is forbidden. Any use ofa Phillips email account to represent the interests of a group not affiliated with the Institute must beauthorized by an appropriate Phillips official.

Use of a Phillips email account to solicit non-Phillips activities is forbidden

Ownership of Email DataPhillips Graduate Institute owns the Institute’s email accounts and the information within. All Phillipsemail accounts are subject to underlying copyright and other intellectual property rights underapplicable laws with respect to Phillips policies. Phillips also owns data transmitted or stored using thePhillips email accounts .

Right of Privacy and Phill ips AccessWhile the Institute will make every attempt to keep email messages secure, privacy is not guaranteedand users should have no general expectation of privacy in email messages sent through a Phillipsemail account or through related social media accounts supported by Phillips. Under certain




circumstances, it may be necessary for the Information Technology/Operations staff or otherappropriate Phillips officials to access Phillips email accounts. These circumstances may include, butare not limited to, maintaining the system, investigating security or abuse incidents or investigatingviolations of this or other related Institute policies. Phillips officials may also require access to a Phillipsemail account in order to continue Phillips business where the initial holder will not or can no longeraccess the Institute’s email account for any reason (such as death, disability, illness or separation from

Phillips for a period of time or permanently). Such access will be on an as-needed basis. Emailaccessed will only be disclosed to those individuals with a need to know or as required by law.

Data Purging and Record RetentionIndividuals are responsible for saving email messages as they deem appropriate. Unless a legal holdhas been placed on an account, messages stored in Phillips email accounts should be purged fromfolders as follows:• Inbox - 180 days• Sent / Sent Items - 60 days• Trash / Deleted Items - 15 days• Junk / Junk Email - 15 days

Due to finite resources, Phillips has the right to restrict the amount of user space on the Institute’s emailservers for individual accounts as deemed appropriate. To revise the above purge policies, a writtenrequest with justifications must be submitted to the Information Technology/Operations Office forreview. Once received, the request will be reviewed for approval.

It is the responsibility of employees who have actual knowledge of matters in which it can bereasonably anticipated that a court action will be filed, a subpoena has been served or notice of thesame has been given, or records are sought pursuant to an audit, a government investigation or insimilar circumstances, to attempt to preserve Phillips records, including emails or instant messages.

Appropriate UseWhen using email as an official means of communication, students, faculty and staff should apply the

same professionalism, discretion, and standards that they would use in written businesscommunication. Furthermore, students, faculty and staff should not communicate anything via emailthat they would not be prepared to say publicly. Users of email shall not disclose information aboutstudents or employees in violation of Phillips policies or laws protecting the confidentiality of suchinformation.

No private personally identifiable information (PII) about Phillips faculty, staff, students, alumni or otherInstitute members should be transmitted via email or stored in an unencrypted format. This includes butis not limited to Social Security number, bank account information, tax forms or other sensitive data.

No technical data other than international trade control laws may be transmitted or stored in anunencrypted format. Users who use email communications with persons in other countries should be

aware that they may be subject to the laws of those other countries and the rules and policies on othersystems and networks. Users are responsible for ascertaining, understanding and complying with thelaws, rules, policies, contracts and licenses applicable to their particular uses.

Approval and transmission of email containing essential Phillips announcements to students, faculty,and /or staff must be obtained from the responsible Phillips individual. Use of distribution lists or ‘replyall’ features of email should be carefully considered and only used for legitimate purposes as per theseguidelines. Use discretion where email messages generate a high number of responses due to thesubject matter. It may be appropriate to utilize communication methods or media in lieu of email.




Confidentiality StatementEvery Phillips employee is required to include the following “Confidentiality Statement” to the footer oftheir e-mail. The “Confidentiality Statement” is required for new messages and should be included witheach reply. The Phillips approved statement is:

“ CONFIDENTIALITY: This email (inc luding any attachments) may contain con fidential, proprietary andprivileged information. Unauthorized use or disclosure without proper consent from Phillips GraduateInstitute is prohibi ted. If you received this email in erro r, please notify the sender and delete this emailfrom your system.”

Who Should Know This Policy Anyone with a Phillips Graduate Institute email account should know this policy.

Failure to comply with this policy could result in the suspension of services. Once you read the followingpolicy your signature is required acknowledging your understanding and acceptance. A copy will bestored in your personnel file in the Human Resources Office.

Email Usage and Retention Policy Revision B - June 30, 2010




Appendix C

Password Policy

Overview

Passwords are an important aspect of computer security. They are the front line of protection for useraccounts and the gate keeper for access to a device and/or network. A poorly chosen password mayresult in the compromise of Phillips Graduate Institute’s entire campus network, including confidentialfinancial and/or student information. As a result, all Phillips employees (including contractors andvendors with access to any Phillips computer system or application) are responsible for taking theappropriate steps, as outlined below, to select and secure their passwords. State and federal lawrequires higher education institutes to contact every faculty and staff member as well as students withinthe Phillips domain if any Phillips system is compromised.

Purpose The purpose of this policy is to establish a standard for creation of strong passwords, the protection ofthose passwords, and the frequency of change.

ScopeThe scope of this policy includes all personnel who have or are responsible for an account (or any formof access that supports or requires a password) on any system that resides at any Phillips facility, hasaccess to the Phillips network, or stores any non-public Phillips information.

Policy

• All user-level passwords (e.g., email, web, desktop computer, etc.) must be changed every 90days

• Passwords may not be changed until they are at least 14 days old.• All system-level passwords must be part of the Information Technology-administered global

password management database• All user-level and system-level passwords must conform to the guidelines described below• All systems will be screen saver password enabled, which will take effect if the system has been

sitting idle for more than 15 minutes

Password complexity A certain level of password complexity is required by the operating system, and includes the followingproperties:

• Passwords must be at least 6 characters long• They may not contain all or part of the user's account name• They must contain characters from three of the following four categories:

o English uppercase characters (A through Z)o English lowercase characters (a through z)o 2 Base-10 digits (0 through 9)o 1 Non-alphanumeric (for example, !, $, #, %). extended ASCII, symbolic, or linguistic

charactersCreating a "pass phrase" is one way that helps to memorize a complex password. Substituting numericor special characters helps to meet the complexity requirement

• An example of a valid and secure pass phrase might be Tqbf^0t1D, which is based on the oldtyping practice sentence "The Quick Brown Fox Jumped Over the Lazy Dog"

• Using lines from a childhood verse, Yankee Doodle went to town becomes Ydw2~twn




• A food disliked during childhood becomes r1c&ra1P for rice and raisin pudding• The*?#>*@TrafficOnThe210Was*&#!#This Morning speaks for itself• Another type of password, for example “April21en” could be made more complex by changing it

to “Apri!21en”

Account lockout

Three consecutive attempts to log-on with an invalid password within a 15 minute period will cause youraccount to be locked out. Your account will reset automatically after 15 minutes, or you may call theInformation Technology/Operations Office to have your account reset.

Locking the systemRemember to lock down the system if you are leaving your desk for an extended period of time. Theway you lock your system is by pressing ctrl-Alt-Del button and press “Lock Computer” button. Systemwill prompt you for password when you try to log back in.

Password Protection StandardsDo not use the same password for Phillips Graduate Institute accounts as for other non-Phillips access(e.g., personal ISP account, option trading, benefits, etc.).

Do not share Phillips Graduate Institute passwords with anyone, including administrative assistants,secretaries or supervisors. All passwords are to be treated as sensitive, confidential Phillipsinformation.

Here is a list of "don’ts":• Don't reveal a password over the phone to ANYONE• Don't reveal a password in an email message• Don't reveal a password to the boss• Don't talk about a password in front of others• Don't hint at the format of a password (e.g., "my family name")• Don't reveal a password on questionnaires or security forms• Don't share a password with family members• Don't reveal a password to co-workers while on vacation• Don’t leave any reference to your password in a desk drawer or taped to your monitor

If someone demands a password, refer them to this document or have them call someone in theInformation Technology/Operations Office.

Do not use the "Remember Password" feature of applications (e.g., Eudora, Outlook, and NetscapeMessenger).

Again, do not write passwords down and store them anywhere in your office. Do not store passwords ina file on ANY computer system (including Palm Pilots or similar devices) without encryption.If an account or password is suspected to have been compromised, report the incident to theInformation Technology/Operations Office immediately and change all passwords.

Password cracking or guessing may be performed on a periodic or random basis by the InformationTechnology/Operations Office or a designee to test compliance. If a password is guessed or crackedduring one of these scans, the user will be required to change it.




Enforcement Any employee found to have violated this policy may be subject to disciplinary action, up to andincluding termination of employment or a suspension of access to Phillips systems.

Terms Definit ions Application Administration Account

Any account that is for the administration of an application (e.g., SQL Server Administrator, Jenzabar Administrator).

Password Policy April 21, 2010




Appendix D

Help Desk Policy and Procedure

Purpose

The purpose of this policy is to establish procedures and guidelines for all users of Phillips GraduateInstitute’s computing resources owned and managed by the Information Technology Office at PhillipsGraduate Institute.

ScopeThis policy applies to all computing systems owned or managed by the Information Technology Officeat Phillips Graduate Institute or using the Phillips Graduate Institute network.

Our Response TimeThe Help Desk attempts to respond to all Information Technology or Operations related issues within 2hours of receipt or the next business day. Each reported problem will be acknowledged by email. Weattempt to solve project tickets (e.g., installing new software, creating new accounts, etc.) within 48

hours.

Answering Phones and VoicemailDuring regular working hours, the Help Desk tries to answer all voicemail within two hours of your call.The Help Desk number is 211.

New Accounts and How Long It Takes to Create ThemIf you want an account created for you, a new staff member or faculty member, please notify the HelpDesk at least TWO WEEKS in advance. The time is required to properly create and test the accountand, if necessary, provide support to set up the computer.

Sending e-Blast Messages

Email blast (e-Blast) messages can be sent to the faculty, staff, administration and student lists at anytime. These messages can be sent out for SECURITY reasons or to detail OUTAGES or Emergencies(computers, phones, operations, etc.). They can be of immediate importance and should be readcarefully by all. Please contact the Help Desk (221) or Director of Information Technology/Operations tosend an e-Blast message.

Hardware Software Support Limits At present, the Help Desk only provides support on Phillips-owned or issued equipment and Phillips-licensed (or purchased) software. This means that personally-owned peripherals (Palm Pilots, etc.) arenot supported by the Help Desk. As always, we’ll do what we can to help, but our assistance will belimited.




Fixing Personally-Owned ComputersWhile we do try to help home and student users connect to the Phillips network or email, we do not fixpersonally-owned computers, even if they are used for Institute work. If, however, you need help athome connecting to Outlook Web Access (OWA) or installing Phillips licensed software, call the HelpDesk at (818)386-5221, and we’ll do what we can over the phone.

Changing PasswordsExcept under unusual circumstances, the Help Desk will not change passwords over the phone.Passwords will only be changed through a direct request or by visiting the InformationTechnology/Operations Office.

Please Call the Help Desk First !If you have problems with or questions about your computer, please call Ext. 221 or email the HelpDesk. Do not contact or email Information Technology/Operations staff members directly to report aproblem. The Help Desk centralizes our response system so we can diagnose larger scale problemsquickly and efficiently. Additionally, by calling the Help Desk number, you’ll help us to preventduplication of work assignments.

Access to Personal Files (the H: Drive)If a department needs access to a former employee’s files (specifically his/her H: drive), the Help Deskrequires an email message from that employee’s supervisor confirming the request before we canmake that data available. Correspondingly, we will not access another user’s H: drive without specificpermission from that user or the user’s supervisor.

Which Web Browsers Do We Support?The Help Desk only supports one primary web browser, Internet Explorer.

Using Microsoft Remote AccessThe Help Desk will only use remote control tools with your permission. The Microsoft remote desktop

application will ask to allow a technician to access a computer remotely. If you select “No” or don’tanswer, we will not be able to access your system.

Help Desk Policy and ProcedureJuly, 2010

mailto:[email protected]







Appendix E

Phill ips - Equipment Release Form



Appendix F

Phill ips - New Employee Setup Form

phillips graduate institute information technology and operations plan

Documents