+
Info
ormation Teechnollogy S
Servicces
Reeport to thee Board off Trustees
Octo
ober 7, 20009
In
nformation Technologyy Services
Octo
ober 7, 20099
(Prepared
d: September 8, 22009)
This uppdate providees a brief look
k into the activ
vities initiated
d or completeed in the Inforrmation Techhnology Serviices Division.
LEAD
DERSHIP
Establish
h leadership in the areas iin which we have chosenn to excel.
•
IT is wo
orking closelyy with the Faaculty Senatee on the Curriiculum
Approvaal Process Im
mprovement P
Project.
Curriculum Ap
pproval Proccess Review
With thee start of the new semesteer, the project team hostedd four status
meetings open to all faculty and sstaff. At thesse meetings, the team
provided
d an overview
w of the project, reviewedd the current status,
outlined
d the plan for going forwaard, and soliccited commennts and
suggestiions.
Accomp
plishments ass of the end oof August.
• Captured
C
AS
S-IS process ffrom end-to-end
• Developed
D
exxtensive suppporting notess for the (AS-IS/TO-BE)
process
p
• Identified
I
genneral areas fo
for improvem
ment
• Identified
I
som
me detailed pprocesses forr improvement
• Listed
L
currennt system prooblems and w
wishes for dessired (TOBE)
B curriculuum approval processes.
The currrent plan callls for the new
w TO-BE moodel to be preesented to thee
Faculty Senate by eaarly Novembeer and to the Board of Truustees in
Decemb
ber.
•
C
Computer Cen
nter Facilitiess
Several improvemennts have beenn made to thee Computer C
Center over
the past few months..
One sign
nificant imprrovement waas the addition of handiccap doors an
nd
ramp to west side oof the buildinng for publicc access. Neew signs werre
posted and
a handicappped power dooor openers iinstalled.
Other ch
hanges includde:
•
•
•
•
Instaalled temperaature and hum
midity sensorrs to the com
mputer
platfform for autoomated monittoring and loogging of houurly readings.
Upg
graded the F
Fire Control Panel on the compuuter platform
m,
inclu
uding additioonal floor andd ceiling sennsors, and em
mergency pulls
and abort switcches. The ppanels have been testedd by the Firre
Marshall.
Upg
graded the oriiginal Uninteerrupted Pow
wer Supply (U
UPS). All the
t improvem
ments are inteerim steps unntil a longer-tterm
com
mputer center strategy can be created aand funding ssources
iden
ntified. 2|ITS UPDATE
•
State-of-Art Computer Center
The University, the Akron Chamber of Commerce, CB Richard Ellis
and others have been working collaboratively to encourage a firm that
builds state-of-the-art computer centers (www.involta.com) to build a
computer center in Akron.
If built, the center will be shared by a large manufacturing company,
the three hospitals in Akron, the BioInnovation Center, and the
University.
The public, private collaboration will lower the cost significantly for
the University. Without these alternative funding sources, the
University could not afford to build the proposed computer center.
The state-of-the-art computer center will provide the high-level of
availability and redundancy that will be required as shared services
expand.
•
Shared Service: PeopleSoft
Implementation Project at LCCC
The shared services proof-of-concept with Lorain County Community
College (LCCC) continues on schedule. Recent activities and
accomplishments include:
•
•
Testing of the shared domain continues.
Currently all software required by LCCC is located in a central
location at Akron. Known issues that we are working on
include time out strategies, restricted bandwidth at LCCC, and
access to the new databases as they are created. This
architecture allows for speed, scalability, and better access
control.
IT continues to make progress on the documentation.
The main focus is the current configuration for the network (L:
drive). UA’s IT Security Officer has completed the
documentation of security on the portal configuration and has
shared this with LCCC.
The progress we’re making with shared services at LCCC has been
recognized by the Ohio Board of Regents (BOR). The BOR requested
our assistance in writing a grant application to the Lumina Foundation.
The funds will be used to fund portions of the shared services pilots in
Ohio, including our initiative with LCCC.
•
Support Center (Help Desk) Activities
for Shared Services with LCCC
At the direction and support of UA, Lorain County Community
College (LCCC) began using Footprints, Akron’s trouble reporting
system, to record issues and requests. Two LCCC project members
have been trained and all of the UA staff is using it.
The Service Level Agreement for level I support is complete. Anyone
from LCCC may now reach a help desk employee for all hours that
platform personnel are working. When LCCC goes live, IT will have
someone carry a cell phone and open tickets or escalate during the few
hours that the platform is unstaffed.
In other Support Center activities: Support for Connect Akron, the
wireless network being built in Akron, is near ready to go online. The
phone line to the Support Center is up and running. Training for
OneCommunity issue tracking and network monitoring was held in
early September.
3|ITS UPDATE
ENG
GAGEMENT
T
Design ITS
I services to function ffor the publicc good – for oour students,
the instittution and thhe communitiies that we seerve.
•
Improveements in ZippLine are gaiining momenntum.
ZiipLine (studeent portal)
The new
w student emaail solution fr
from Google is bringing w
with it an
integrateed and improoved method of single siggn-on to Univversity
systems.. This will alllow us to proovide consisttent single siggn-in to an
expandeed number off diverse systtems across ccampus.
The projject to providde a facelift, both technically and visuually, kicked
off in Seeptember. Thhese improveements are baased on the fiindings of thee
focused student discoovery
that wass held in the sspring of
this yearr. These will provide
services students saidd they
wanted in
i a Universiityprovided
d portal as w ell as
consolid
dating and beetter
organiziing many of tthe
services students currrently
use.
Servicess that are scatttered
througho
out various systems
and web
bsites will be
consolid
dated and thee methods forr searching foor and navigaating to them
m
improveed.
•
Thhe New Web
b Format
The College of Businness Adminisstration becaame the first ccollege to
complete their transiition to the neew web form
mat. CBA’s trransition is
marked by
b extraordinnary work peerformed by tthe college’ss internal web
b
committtee.
By comp
pleting a defi
fined process, the college not only produced a more
efficientt, better lookiing site, theyy also dramattically improvved their
messagin
ng and proviided a roadm
map for improovements for their site forr
the next year.
The Colleges of Creaative and Proofessional Arrts and Healthh Sciences
man Servicess posted new homepages ffor their sitess to replace
and Hum
the previous Fine andd Applied Arrts site. As thhese new entiities develop,
they hav
ve the advanttage of buildiing in the new
w system froom the ground
d
up.
ment continuees, in various stages, for:
Currentlly, developm
•
•
•
•
•
•
•
Graduatee School
College oof Nursing
College oof Engineerinng
College oof Educationn
Honors C
College
School oof Law
Wayne C
College
4|ITS UPDATE
INNO
OVATION
Optimizze our studentts’ opportuniities for succcess by providding
innovatiive services aand instructioonal experiennces.
•
The projject to implem
ment PeopleSoft Grants M
Managementt Pre-award
and ecrt Effort Reporrting Applicaation continuues.
G
Grants and efffort reporting
g
•
•
•
m is formed annd working.
The project team
Meeetings have beeen held withh the Oversigght and Steerring
Com
mmittee to proovide detailss of the projecct plan and aadvise them of
o
instiitutional policcies that willl be required..
The fit/gap analyysis is underw
way for both the effort repporting and
gran
nts pre-awardd business proocesses. This pro
oject will provvide the autoomation requuired to suppoort our
planned growth in spponsored reseearch.
•
ZiipLine self-service appliccations
avvailable 24/7
Starting with the Falll semester, Z
ZipLine self-sservice functtions becamee
availablee 24/7. The change was m
made after a request was received
from thee students.
These seelf-service appplications innclude coursee schedules, bbenefits,
payroll, add/drop claass, view graddes, view/update personaal information
n
and finances.
INCL
LUSIVE EX
XCELLENCE
E
Value diifferences wiith the intentiion of promooting learningg, critical
thinking
g and personaal enrichmentt of students..
•
The Uniiversity begann using Googgle’s Gmail ffor its studennt email
system this
t Fall. Thee plan was to complete the transition tto the new
system by
b Septembe r 30.
G
Google Mail: Student Emaail System
Informattion Technollogy will autoomatically trransfer the stuudent’s
current mail
m and adddress book infformation to the new emaail account,
which th
he students w
will keep for llife. These liife-long emaail addresses
will enab
ble the Univeersity to mainntain contactt with the stuudents after
they beccome
alumni.
om the
Mail fro
student’s old
email acccounts
will be
forwardeed
automatically
to the Gm
mail
system. The
purpose for this
forwardiing of
emails iss to
alleviatee concerns froom those stuudents who haave already ppublished thee
old addrress on resum
mes and sent tthem out.
Since mid-August thhrough the second week oof school, neaarly 9,000
students took advanttage of the eaarly Gmail oppt-in opportuunity.
5|ITS UPDATE
•
New Software Download Location Students, faculty, and staff can now download software through
ZipLine for home use. The new process will track the number
downloads, which will be used to maintain licensing compliance.
Software available for download includes:
•
•
•
•
•
Impatica which makes it easy to put PowerPoints online. Users can
quickly create multimedia web pages and online presentations with
narration, audio, video, graphics, animations, and slide transitions.
Respondus, a tool for creating and managing exams that can be
printed to paper or published directly to SpringBoard and other
eLearning systems
McAfee antivirus software for both Windows and Mac
Cisco VPN for Windows and Mac, used for creating a virtual
network connection to the University’s network
WebDrive, which enables users to gain access to computerized
storage at the University.
ASSESSMENT
Metrics that measure ITS utilization and improvement against targets.
•
The most current ITS metrics available at the time of this report are
attached. If a line item does not have a target, the metric is intended to
indicate the amount of work or activity being delivered. Lines with
targets indicate levels of performance we strive to achieve.
ITS Metrics
6|ITS UPDATE
ITS DEPARTMENT SCORECARD – JULY 2009
DAILY SERVICES PROVIDED
Support Center (Help Desk)
Number Support Center calls
Average Speed of Answer
1st Call Resolution Rate
Number of tickets opened by HD
Total tickets opened
Calls closed within four hours
Calls closed first day
Calls over one week old
Support Center abandoned calls
# of Users serviced at walk-in centers
# of Laptops checked out at walk-in centers
Central Servers (Data Center)
Data Center uptime percent (% of posted hours)
Mainframe uptime percent (% of posted hours)
Unix/Linux server uptime percent (% of posted hours)
Windows/Apple Server uptime percent (% of posted
hours)
Web Server www.uakron.edu uptime percent
Total number of virtual/physical servers on platform
Total number of data center outages
Messaging & Network
Total email accounts (UAnet IDs)
Total active email accounts (UAnet IDs)
Total forwarded email accounts (forwarded off campus)
Total emails processed (originates internally + originates
externally and accepted)
Total emails filtered (originates externally and either
tagged spam/virus or rejected)
Percent of emails filtered (percent of total mail originating
externally either tagged or rejected)
Email uptime percent (weighted by percent users affected)
Total active network nodes
Data network uptime
Wireless network uptime
Total number of reported network outages
Web
Total Web page views
Total unique Web visitors
Total ZipLine (portal) logins
Total ZipLine (portal) unique logins
Printing
Total print jobs processed
Training
Total attending and completing class
Contact hours for classes
One-on-one training sessions
Application support – one-to-one assistance (tickets)
Number of visits to online tutorials
JULY
TARGET
*15
N/A
*16
>64.8%
N/A
N/A
N/A
N/A
N/A
<2%
N/A
N/A
*17
100%
99.9%
99.9%
99.9%
99.9%
N/A
0
N/A
N/A
N/A
JULY
JUNE
MAY
5,592
32s
97.5%
4,349
5,863
4,471
4,743
17
11%(633)
663
739
5,742
20s
92%
4,392
5,082
4,075
4,305
194
8%(480)
448
874
100%
100%
100%
100%
100%
100%
100%
100%
100%
320 / 215
99.98%
317 / 215
100%
314 / 216
0
162169
49076
9258
9557053
161205
48020
8941
9965502
159581
46399
8609
10576537
38324156
37441310
42214381
5,799
24s
88%
5105
6377
5317
5631
148
11%(623)
523
597
N/A
N/A
87.24%
86.47%
87.25%
N/A
99.50%
N/A
100%
100%
0
100%
6,256
100%
99.5%
1
100%
6,378
100%
100%
0
100%
6,378
100%
100%
0
N/A
N/A
N/A
N/A
2,439,831
216,464
460,069
32,034
2,037,941
192,588
424,782
29,462
2,295,433
223,063
608,630
32,465
1,381
206
100
45
N/A
N/A
183
74.75
0
25
164
70.25
0
36
105
54.75
0
51
1,000
1,962 tutorial
hits; 268
Atomic
Learning
tutorials
2,985 tutorial
hits; 365 Atomic
Learning
Tutorials
2,613 tutorial
hits; 85 Atomic
Learning
tutorials
7|ITS UPDATE
ITS DEPARTMENT SCORECARD – JULY 2009
JULY
TARGET
DAILY SERVICES PROVIDED
Critical Application Data
Administrative logins PeopleSoft
Administrative users PeopleSoft
Logins to PeopleSoft self-service via ZipLine (students,
faculty, staff)
Number of PeopleSoft users via ZipLine (students, faculty,
staff)
NT Process Scheduler statistics
App Engine
Crystal
COBOL
PSJob
RoboFTP Script
SQR
XML Publisher
Admissions applications: Grad
Admissions applications: Law
Admissions applications: Undergrad
Self-service enrollment requests (by students)
Self-service enrollment requests unique users (students)
Administrative enrollment/maintenance requests (by staff)
Administrative enrollment/maintenance requests unique
students
Transcripts produced
Enrollment verifications produced
Grades posted
Student financials transactions, unique students
Student financials transactions
Charge
(12,171 students)
Financial Aid
(1,720 students)
Payment
(6,826 students)
Refund
(1,458 students)
Waiver
(629 students)
Financial aid ISIRs loaded
Financial aid ISIRs loaded, unique students
Financial aid award transactions
Financial aid award transactions unique students
Financial aid disbursements
Financial aid disbursements unique students
University-Enterprise Manager Computers
Total Windows desktops clients
Total Windows laptops clients
Total Apple clients
Total Managed Clients
Lab Computers (count & utilization)
Windows Laptops (ITS managed)
Students Checkout
Mobile Teaching
Special Use
Total Logins
Total Unique Users
*10
*12
*11
JULY
JUNE
MAY
N/A
N/A
119,131
832
95,884
833
109,516
893
N/A
204,329
169,675
302,997
N/A
N/A
27,807
24,382
29,016
N/A
N/A
N/A
N/A
N/A
N/A
N/A
1,057
6,199
1,819
2,911
115
9,343
28
429
41
1,192
45,602
6,371
17,121
1,002
5,580
1,870
2,790
149
9,114
26
253
67
1,287
37,468
6,130
19,999
997
6,109
1,581
3,042
171
8,900
22
301
57
1,403
47,401
7,974
18,808
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
5,551
10,834
2,193
9,623
16,501
126,716
95,220
3,228
25,815
1,702
751
5,755
4,580
23,863
8,218
2,109
1,720
5,586
12,595
909
7,721
25,365
6,989
22,106
728
92,786
12,502
203,756
3,296
13,457
1,983
673
5,625
4,219
53,882
13,027
2,071
1,199
N/A
N/A
N/A
N/A
3,517
1,597
422
5,536
3,896
1,512
411
5,819
N/A
N/A
N/A
N/A
N/A
N/A
592
375
177
40
3,478
725
568
375
153
40
3,863
882
62,170
6,477
24,483
2,517
1,075
6,500
5,042
19,641
6,467
4,394
2,659
885
3,904
1,533
411
5,848
1,904
628
435
153
40
5,202
1,551
*1
8|ITS UPDATE
ITS DEPARTMENT SCORECARD – JULY 2009
JULY
TARGET
DAILY SERVICES PROVIDED
Windows Desktops (ITS managed)
ITS General Purpose
Departmental
Total Logins
Total Unique Users
Kiosk Stations
Main Campus
MCUC
Total Kiosk Logins
Total Kiosk Unique Users
Apple Labs
Departmental Laptops
Departmental Desktops
Total Logins
Total Unique Users
Distance Learning/Audio Visual/Academic Technology
Number of DL class sessions
Number of Springboard active course sections
Number of Springboard unique active users
Number of unique instructors using clickers
Number of course sections using clickers
Number of students (all sections) using clickers
Number of Audio Visual equipment deliveries
Department & Administration
Total ITS headcount at end of month
Full-time
Part-time
Consultant
Approved openings
On leave
Student
Total "Ask the VP" questions
Total department hours accrued for vacation
Total department reported vacation
Total department reported sick time
*13
JULY
JUNE
MAY
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
789
125
664
11,520
2,217
126
118
8
12,268
3,429
181
27
154
1,581
344
665
125
540
10,660
2,267
126
118
8
11,989
3,557
171
27
144
1,662
378
665
125
540
10,752
3,501
126
118
8
8,832
2,296
171
27
144
2,474
909
N/A
N/A
N/A
N/A
N/A
N/A
N/A
234
614
9,395
14
19
501
782
277
553
8,476
14
19
389
291
288
353
5,441
50
91
3905
290
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
133
125
7
2
7
0
97
N/A
24,044
34,161
18,859
133
125
8
2
7
0
97
N/A
25,017
32,406
18,403
133
125
8
3
7
1
96
N/A
24,976
30,780
17,986
Footnotes
*1.
*10.
*11.
*12.
*13.
*14.
*15.
*16.
*17.
ITS managed clients logged in to the University network in the last 30 days.
Process Scheduler Stats are cleared weekly. Stats for April were not retained. We are keeping stats for May and future months.
FAFSA applications for financial aid.
Total is higher than unique users because individual students may have had more than one transaction.
Includes UA on-campus rooms and Medina County classrooms. This includes both distance and local use.
Only semester totals are available for Computer Based Assessment & Evaluation.
There are 10 days with no phone reports.
Industry standard for the first call resolution rate is 65.8%, for Higher Education 58.8%, industry target is 70.9%.
Cost savings to the institution for first call resolution is about $150 per call. Outsourced Support Desks FCR is 66.3%. ** HDI best
practices survey 2007.
Laptop Check-out centers included in report Student Union
9|ITS UPDATE