2012 Planning Appendix 1: Metrics TableofContents
Surveys .................................................................................................................................................. 2 Computer Lab Survey,.Fall 2011 .......................................................................................................... 2 Employee Survey Spring 2011 ............................................................................................................ 9 District survey, April 2009 ................................................................................................................... 12 Helpdesk Analysis 2010‐11 ..................................................................................................................... 15 Sample Web Analytics ............................................................................................................................ 16 Sample Bandwidth Reports .................................................................................................................... 17 IT Catalysts Report ................................................................................................................................. 18 2012 Planning
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Surveys
ComputerLabSurvey,Fall2011
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Responses to open-ended questions 9. What did you like about the Computer Center?
The number praising "nice staff" and "helpful staff" confirms our decision to staff the Center
with professional employees.
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Staff are always ready to help
able to answer my question.
Assistants are always helpful
Availability of the computers. And yes, the staff has been very good to me. :)
good staff
Help is always available, there is a general supportive environment.
helped me find my usb drive
Helped with a formatting question
I wouldn't have been successful getting my first edison and zephir accounts up and running without
help from Computer Center staffers.
I'm new this quarter and didn't know how to access the WiFi or how to print. I went in a couple of
times a felt like I was two inches tall. On about my third time in there I got this super nice guy who
walked me through it and explained how I had a credit on my account for printing in the lab and how
I could add more too the account. It was steller service. I know how frustrating it can be to tell
students the same thing over and over (I work retail I promise I can relate) but keep in mind it was
my first time ever hearing how to do it. It was patience and a sincere desire to help, that made the
difference in my experience.
Someone gave me cough drops here. I tried to only take one, but she insisted I have like seven or
eight. She was so nice.
Staff are friendly. I have not asked for much assistance but I have always received a reasonable
response. I like the computer lab, and it's accessibility.
Staff here doesn't know how to solve computer problems but, they do know who to contact and that's
almost as good.
Staff on 3rd floor is always willing to problem solve and helpful. They do not make one feel like their
question is an inconvenience.
The computer staff has been doing a good job in helping students with our services. Thanks a lot!!
The staff has always been really friendly and helpful, even if my question wasn't particularly
computer-related
The staff is always helpful
the staff is nice, its a very quite place and i can concentrate better.
tought me how to use a printer
When I do get the chances to go in there the staff is always nice to me.
They're never rude or anything and try to be as helpful as possible.
Yes, I have been helped at least twice this year when I had problems printing.
Yes, you answer my questions
you guys are very helpfull. I'm glad to have your service!!
fun lots of space but it was really cold in the summer. GAWD
There were a number of "general" good comments about the Center
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Convenience, good place to study
Gives space to work on homework and check important emails as well as the whole area
makes it easier to study as well as printing off things and using a scanner.
Good place to study and do homework. Really really necessary and helpful for me
I am grateful it is here to use. I have even used it with help to apply for scholarships.
When I go home, I need to take care of home stuff. When I am at school I can focus on school work
and having the lab here is so helpful to my studies.
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I find this room very good
It was nice
Nothing in particular. Grateful you are here and your computers are filled with the software I need to
succeed in my program (Web Development)
I like that I don't need to have my laptop with me, it's heavy, fragile, and expensive.
I like coming to the computer center to focus on homework, when sometimes my own computer is
distracting. I like having a place to print my assignments - I don't have a printer at home and this is
much more convieneient than going to a public library.
It's really convenient.
Lost and found is great!
The Computer Center is the main instrument of my learning in this college! Thanks.
I believe the computer center is amazing. It has enough computers for students to have access at any
time they want.
You rarely see people waiting for a machine. There are also Mac computers available for students
who require them for certain classes. Staff is always very helpful, and they're always around which is
comforting in case you're new and don't know how things work. I was amazed when I saw the
computer center. Thank you so much!
Students appreciated the quiet atmosphere and the access to good computers,
fast connectivity, and peripherals.
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access
Convenient in order to do Homework between classes rather than having to go home to work.
its convenient to use at school
Good atmosphere to work on homework, helpful when i needed to add money to my printing account
I like that whenever any of my classes get cancelled, I can come here and kill some time
It's easy for me to use computer doing my homwork, during the school time.
It's there. I need it.
keyboard access.
i appreciate the 'print only what is necessary' signs.
Lots of Computer and its quiet
That it is open all the time, and used frequently. Also, I don't have microsoft office at home,
so this makes it easy for me to get my homework done when I have spare time. :)
That you can be able to get on sites without being blocked.
Generally decent environment.
I like that it's generally quiet place to study.
I tend to study better in the computer lab. Good environment.
It is clean and bright.
Just being there is helpful. I'm able to focus on my school work, instead of getting distracted at a
coffee shop or at home.
Quiet (3 responses)
quiet<most of the time
The atmosphere is relaxing.
Great selection of computers, helpful staff
It is great because my computer at home is kinda slow and it doesn't have Microsoft Word,
so I do most of my school papers in the Computer Center.
there are lots of computers.
headphones (though they're awful compared to the library),
I like how many computers there are, gives more availability.
I like the option of apple or pc
I liked that I was able to borrow headphone when i forgot mine. That was really nice :)
I really appreciate that the Computer Center provides scanners and headphones.
It is nice to use such nice computers, I really need this lab and am greatful it is available to me
lots of computers
nice PC and MAC
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scanners
there are many computers^^!
yeah.really good pc and MAC
Everything has worked properly. Being able to rent scanners is nice.
I like being able to check out a scanner.
Apple Computer
Has Macs. Lots of computers. Computers ACTUALLY work.
I love that you have MACs
I like the fast internet connection.
Strong internet connection
Decent internet connection, computers also have microsoft word a huge upside.
Students mentioned appreciating the revised print management systems
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I like how the printers are working this year and that the school provided every person with 2.00
credit to their account.Very helpful and courteous
One time I asked to print more than 3 pages on the color copier for a lab and the guy thanked me for
asking.
Double sided printing and 2.00 credit to start out the quarter
adobe software is the latest version!
students are able to check out extra equipment in the computer lab
Free $2 print credit was great
I like being able to print classwork cheaply
it is a nice place to print
It's all about the printing.
Lot's of printers
Question 10
What would you like changed? What problems have you had in the Computer Center?
A group wished for free printing…not being aware of the "free printing problems" of last year.
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free print service.
free printing or cheaper printing for color copies!
Free printing!!!!
Go back to free printing, but in the end I know that would be a bad idea.
I don't really have any complaints because the rules are well place for good reasons.
I wish we would not pay for the print
Need more storage on the computer and free print
Paying for printing is something that I would like to see go away.
Printing Fee
Stop charging fee on printing. Many other colleges & universities don't charge the printing fees.
The cost for printing
The printing fee should be free. It causes many problem for me when printing.
How about charge an amount in the tuition fee and let print for free
the printing fee! we dont like that!
why dont you let us use like last year?!?!
It's inconvenient in some cases such as when running out of money and I have to submit my
work!!!!!!
umm...Printing Fee? and the problems when i have to add balance to my account
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Some complained about the Pcounter system for adding money to accounts
(This system was revised by the start of winter quarter.)
adding money to your account for copies...the instructions are wrong that are currently posted.
You actually have to login, logout then log back in, then add your money.
I would like a more efficient method to pay for printing. Perhaps tied to the student account and paid via
cashier at the end of each quarter.
I would like the manner in which students put money into their student printing account.
I have numerous problems with the system such as it takes 5 or more times to deposit the money. There
should be a deposit system also in the library as well, if there isn't one already. It is inconvenient to have to
come all the way to third floor lab.
Replenishing personal printing balances is unclear on where/how to do that.
VPrint sucks. That thing always messes up when I try to put money on it.
A better money loading system would be appreciated.
I feel like some printers are so old. Sometimes it takes so long to get my stuff printed out :(
I would like the account for printing to either be linked to my student account
OR enable the the payment machines to take credit/debit. It's almost 2012...
There were a few general printing complaints. Color printing issues were resolved by quarter's end
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It would be better if the staffs show people how to print both sides.
It prevents the waste of papers and also reduce the "printing cost" for students.
Non-stop printing problems!
printing (2)
problems with the printer
the printer will always stuck and out of paper
Would like to have a larger printing allowance from the college. Thanks!
color printer for Macs
more access to a color printer
Fifteen respondents wanted more computers, more space, more hours.
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The computers
It's often full, and even though I'm sometimes guiltly of using the computer for pleasure, it seems as
though
there are often many computers occupied with people browsing facebook.
More computers available...at certain times of the day the computer is so crowded that their are never
any computers available to the students who need them.
Sometimes can't find a computer around mid day.
Sometimes the room fills up and it's hard to find a space. More computers would eb an improvement.
There is no open computers sometimes.
Very crowded
Since I don't have a computer at home, and am not supposed to use the one at work for personal
projects,
of course I want you to have hours over the breaks.
Need more Macs
Hours...wish the lab was opened earlier on Saturday and is opened on Sunday as well.
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Hours on Fridays could be longer - I work and it's often difficult to find time to use the lab on Friday.
I dunno, I would really use longer hours on the weekends.
I wish it was open late on Friday nights as well.
open longer hours
Make the room bigger
There were some complaints about staff members
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Cold-face & rude staffs. She spoke loudly to me as I was deaf.
For instance, today I needed help with the color printer and unfortunately that (personal description
removed) man was the only one available. As usual he was very rude and made feel awful. I have
explained to him that the printer was deducting money from my account and not printing. He told me
NO and rolled his eyes... I am not lying, I just deposited money today!!!! I don't care for $0.20...What I
am upset is that today was the second time that this individual treated me like dirt!!!
I think that the computer lab should be restaffed. Everyone is really bitchy.
They at least need to take a customer service class.
It may not be possible, but I'd like a response other than use foxfire instead of explorer and use
another computer.
(want more) Knowlegdable staff
No. Everything was perfectly adequate but I would hardly call anyone who works there "nice".
Not really, I am a very calm and polite person, and the few times that I have request some help I was
treated very poorly by your staff. The (personal description removed) is the worst. She is always in a
bad mood and always on FB or personal stuff. …
one of the female person was very rude, on my first encounter with her. Now i try to avoid her.
people aren't always knowledgable One girl didn't know what Quicktime and she was acting like the
boss of it all.
some rude staff
Some staffs left me before I finished asking all of my questions.
I've watched the (personal description removed) guy be ULTRA rude to students on at least 3
occassions.
He seems to be especially mean to ESL and non-tech savvy students. That axx should probably be
fired.
More programming-savvy staffers? Maybe even some programming tutors on staff, like in the math
tutoring center?
I'm struggling with Java this quarter. *tear*
A significant group complained about conditions of keyboards and mice.
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Better keyboards, and set the screen resolutions to 1280 x 1024 instead of 800 x 600
Budget cuts are budget cuts, but a lot of key boards and mices are starting to fail :(
I would like so reassurance that the mouse, keyboards, etc get disinfected regularly...
I would like to see most of the mice for the mac's replaced. Just about every single one does not
worked as it should, and it makes doing certain school work very hard to do
Should clean the keyboard more.
some of the mouses and keyboards are damaged, also rules are not enforced.
Would be nice to have some wipes so we can clean the keyboard.
The mice need to be cleaned. Every time I come in here and try to use the mouse there is fuzz balls
collecting underneath preventing the mouse from moving. It's pretty gross. Also, There needs to be a
way to have students working on projects in a group to stop flocking to the "Quiet Zone". It's very
frustrating doing homework and having to listen to them joking around.
Several of the respondents wanted the rules more strictly enforced.
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The body orders, and loud talking.
Too many kids playing video games and talking loudly and listening to their music with the volume all
the way up and talking on their cellphones when I'm trying to concentrate-even in the posted "QUIET
ZONE."
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Very loud oftentimes in the "Very Quiet Zone" area.
Excessive talking withsomeone; answeringcellphones just without probably putting into mind
consideration for others. Please help minimize
the distraction in that little area! Thanks
HVAC continues to be an issue.
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COLD AND DRAFTY. At the time I'm taking this survey, it's almost snow weather outside,
and it feels like the air conditioning is on inside.
It was really cold.. GAWD
at the beginning of the quarter, there was a NASTY chest cold that got passed throughout the student
body,
and it took weeks to recover. I think this was probably partly due to the way air is circulated in the
Computer Lab, I think this place may have been where it all got passed on.
Miscellaneous complaints will help us to focus on areas for improvement
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I didn't know we had server storage available. Don't need/use the student gmail account. Don't like
having my name/student account on the SCCC website - think that should be removed.
If I leave a Drivers License, let me take the scanner to the library, or put a couple there.
If there is a thumb drive missing and found in one of the computer rooms, could staff
make a note on the whiteboard that the thumb drive is being held at BE3148 or public safety's
lost&found, whichever is applicable
multiple login
I remember seeing sign ups for free classes for different Office applications (excel, outlook, etc.)
It would be great if you could offer that again.
Some of the computers are really slow, but i just switch to another computer.
Aptana needs to be updated. Everytime I use the lab computer I need to run the 'check for updates'
so that I can use SFTP. This is a pain to have to do everytime I want to use the computers.
Fewer rootkits and worms.
have Spotify in the computer in lab (3 requests)
I would like the macs to have mathematica installed
saving datas. I lost my first 5 pages essay when it due on the next 2 days!!!
Some computers were broken. I couldn't log in.
When loading up Adobe suite software, computer will lock up.
update the browsers to the latest version
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SurveyofSeattleCentralEmployeesRegardingITServices,Spring2011
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Districtsurvey,April2009
District Information Technology Survey, Spring 2009 “Central Qualitative” Section This is the most recent district‐wide IT Survey Question 4: What areas of IT Services have been working well?
Faculty Responses
 Customer service; rapid response; timely notices; pleasant and patient staff
 Student computing labs.
 The Help Desk is terrific.
 staff computer support (non-student machines), maintaining quality image on student machines
 I enjoy using Citrix...when it isn't shut off due to the server room overheating. Our IT folks are very
responsive.
 I have been very satisfied with IT Service on Central's campus, knowing how many tickets they received.
Arlene has been excellent at sending following up/response e-mails to me when I submit my ticket.
 Help is received quickly and pleasantly from Joseph, Arlene, Maria, Sheri.
 I love the Citrix system.
 Some of the help desk people are nice.
 Nothing really. Everything at Central is slow, slow, slow.
 I enjoy using Citrix
 I appreciate getting a personal response even when the problem is not fixed right away. Maria Ales has
been especially helpful and even came to my classroom once to help me with something.
 The move to Citrix has been impressive! Little to no down time in the transition and a huge value add for
faculty. The NEED tickets and the ability to "see" your ticket and any actions taken on it is incredibly
helpful! Facilities should take a lesson from IT.
 response to issues
 Citrix for faculty and staff has been very good. However, the service has been unstable, mainly due to the
failing HVAC system. I am also concerned about the backup system that maybe located in the same room.
 Room assignments.
 I get great help once my request is processed. The level of competency is very high, the staff is helpful and
friendly. Great job!
 The computer center is a nice service though very crowded.
 Customer service
Classified Staff Responses
 IT is very quick to respond. Every person has been friendly, helpful and great problem solvers.
 User Support, User Support, User Support. Networking and Systems Administration - we have a fast
network with very very little down time here. Our new Citrix System. Automation, student account
generation and management, business process automation. Installation and maintenance of literally
hundreds of applications on student systems that need to co-exist together.
 The student computers run great.
 Bill Young and Arlene both come promptly and helps service any problems quickly and efficiently.
 Customer service, student systems, prompt and complete care, leading edge technologies.
 They have been really good about responding to malware, installation, server issue, and infrastructure
tickets. They generally take care of the most important problems quickly.
 They respond rather quickly or walk us through the process if it is not too complicated. If they need to
come and do it, they arrive in a timely manner. Great group of people:)
 Generally, the Needline seems to be working okay. The IT staff are friendly and helpful.
 Citrix is great, especially for home use. The network is excellent, and fast! Helpdesk staff respond quickly
and have more tech skills than other places I've worked.
 I like having the personal connection with the on-campus IT department. One IT support person in
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particular has helped me through many computer issues and I like the consistency of having someone who
is familiar with me, my computer needs and skill level.
 Their quality of service and communication are great and they take the time to know our individual needs.
They have a very progressive approach to helping our unique campus!
 Having great knowledgeable staff right on hand to answer questions and help. Great hands-on technology
training and help (Teaching and Learning Center) 1x1 training/help. Ideas and assistance with using
technology in teaching and in the class. (Google apps, collaboration and web tools, etc)Walk-in lab(appts as
well)where I can go and work and get help. The TLC has/shows/teaches use of digital video cameras,
digital recorders, smart pen/boards, etc...Keep funding these things. Networks being up and running well.
Exempt Responses
 Helpdesk at Central (NEED) is wonderful. They come to instructors' classrooms for emergencies. Our
TLC is responsive and provides equipment we don't have in our offices. Student software is installed and
maintained to meet instructors' needs.
 The Citrix system rocks!
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prompt service when repairs are needed.
The client/server model for computing (now using Citrix) has been terrific. LiquidOffice for managing
paperwork needing routing. Support for web conferences (e-Luminate), set-up for meetings and
presentations, response time for problems, questions and requests, consultation on
options/recommendations (software and hardware), availability of training (group and individual),
engagement of IT team members in planning teams for programs where IT plays a role.
Remote access.
All IT Services areas work very well on Central campus.
Training and basic tech support.
Customer service, CITRIX
I really appreciate the "NEED" line and the ability of the IT staff to address emergency issues right away.
The administrative process for planning IT projects and purchasing IT equipment is user friendly from a
non IT staff person point of view.
Their willingness to work with us on innovative systems to meet our needs. They are responsive to
requests, even though they occasionally have to prioritize them because of fiscal reasons. They do attend to
what is important.
The network is fast and seems to be up all the time. Citrix has been a great improvement, although it was
down for an electrical shutoff. Printer support is good. When the printer man isn't here, the helpdesk people
bring toner and help me with printing issues. In financial aid we do a LOT of printing now, so this is
important.
The NEED line responds right away, to acknowledge that a request has been received. I like Citrix!
CITRIX! Thank you.
Quick response to NEED calls, even for seemingly minor problems, excellent advice, all-around just great!
All areas have been good for us. We have a dedicated tech, Bill Young, who does network and desktop
support and assists us in all ways. IT leadership has been great about e-CASAS. They set up the system for
a demonstration, over one Friday night. They've purchased a server for us and will have us converted for
testing of fall applicants.
Question 5: What would you do to improve IT Services?
Faculty Responses
 Allow technicians to work on areas other than assigned when the other areas are swamped with work.
 quicker ticket resolution
 Please allow more than one network log-in at a time. My computer messes up a lot when it is shutting down
and doesn't log me off properly. Then, I come in the next morning and it won't let me log on for a long time
because I'm only allowed 1 log-in at a time. Another solution would be to provide UPDATED computers :)
 More color scanning capabilities. Better communications.
 We would like an IT expert assigned to our division.
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Less time having to work between the manager of instructional information manager and the IT director.
Seems this can be more efficient.
Exempt Responses
 More IT staff. We would like more techs assigned to specific departments or divisions so they get to know
us.
 Give more advanced alerts when systems need to be shut down for service (when possible).
 Email is the single most annoying part of our IT system. The server limitations are annoying and make
managing email take up time that could be put to more productive use.
 The e-mail system
 No issues at this time.
 We are in tough economic times. Therefore, this is not a time to request additional funding. However, we
need to realize that Central's IT Services department provides essential functions for this institution.
Therefore, even with the recognition that IT Services will not receive adequate funding, they do need to
have fewer budget reductions and a stronger shoestring!
 Increase funding (when possible) to update systems and add team members to this in-demand department.
 Don't fix what ain't broken!
 Continue to maintain campus control for the majority of IT Services; develop a process of communication
for District IT projects.
 I would hire a couple more people, which is not possible at this time.
 Fix e-mail. It hangs up. I run out of space. My free home e-mail is better than this expensive setup. Improve
the new financial aid software. It's better than it was, but not yet fast enough.
Classified Staff Responses
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Get rid of so many managers, leads and directors or at least have them work directly with staff.
IT needs to return all items when servicing equipment in their area. Everytime the laptop has to leave the
division it comes back with parts missing, cord, wireless mouse, mouse.
We have automated many of our business processes and it has been working very well for us. I would like
to see IT Services have the resources to be able to more if this.
More online help for faculty and staff.
Give them more money to do more!
Hire one or two new employees & train a staff member of each department as a "power user".
Add more staff.
better access to network
Have a tech for Facilities. Some instructional areas have dedicated techs who really get to know their needs.
We would like one in Facilities/campus services.
District-wide IT Services sounds good as long as the budgets permit. I would hate to see the good level of
service we've been getting taken away. When our computers go "awry", a quick phone call usually brings
someone so you can get back to work. When the computer is down or slow, it has a direct effect on our
productivity.
Having an actual person answer the NEED line. Every once in a while a human answers, but more often
than not one must leave a message. Usually the response is fairly timely, but when I've had the kind of
problems where my computer is absolutely not working at all (meaning I can't do my work) it's frustrating
to leave a message and just wait. If IT is backed up with requests, it can take several hours for someone to
get back to me. I realize that with budget cuts, it's unlikely that staffing that phone line consistently will
happen....
Just hire more staff at Seattle Central to help NEED tickets be completed even quicker! But we are doing
just fine with their prioritizing and their continued communication/status reports. Just knowing if we have
to wait is sometimes all we need!
see question 4 for a start. Stop cutting funding and provide more funds that are directly for the hardware,
software systems and support that are needed for IT to be really good!
Give them more people and more equipment! Basic Studies students can't use the "fee funded" labs, so we
need more non-fee money.
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HelpdeskAnalysis2010‐11
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SampleWebAnalytics
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SampleBandwidthReport
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ITCatalystsReport
Strategic Planning
Seattle State Community College
Framework/Agenda
SituationAnalysis
Performance Factor
Performance Sub-factor
Strengths
Weaknesses
Business Integration
Strategic Integration
 Now included and represented in
key groups and meetings.
 Provide IT services to support
excellence, innovative education.
 Creative role – help educators
understand what IT will help.
 Responsive role – educators
know what they want.
 Expectation: technology will
match what students will be using
“out there.”
 Work on what’s important in spite
of day-to-day distractions.
 Unit of optimization: Deans tend
to be collaborative.
 Faculty tends to be less
collaborative than the deans, and
shared services are less
collaborative yet, in part because
of budget cuts.
2012 Planning
Appendix 1: Metrics
Score
+1: 7
18
Performance Factor
2012 Planning
Performance Sub-factor
Strengths
Weaknesses
Tactical Integration
 More stringent about “standard
kit.”
 Increased use of e-forms.
 Don’t have access to divisional
meetings.
 Faculty doesn’t read their e-mails,
including invitations to open
houses. This trickles down to
students.
 President tried “less with less” but
it didn’t stick.
 Enrollment increase, formula
means reduced per capita
budget.
 Increased reliance on part-time
faculty increases overall costs.
 Lip service for recognizing IT’s
role in helping become more
effective, evaporates at budget
time.
Infrastructural Integration
 IT has a process for requests. 70
percent goes through it.
 Standard kit for employees:
 E-mail
 Keycard
 Desktop computer running
Citrix
 Connected a printers
 Web page if desired
 Wifi account
 Library reference login
 Student network login (faculty)
 Kit evolved over time.
 Some planned
 Some pushed its way in
 Major planning happens in
hallways after meetings
 Student kit is formally planned
Appendix 1: Metrics
Score
0: 7
+2: 1
+1: 6
19
Performance Factor
Process Maturity
2012 Planning
Performance Sub-factor
Strengths
Weaknesses
Governance
 Budgeting – add/delete budgeting
for the most part
 Universal Tech Fee budgeting:
handled by student government
body – very effective.
 Project governance – applications
– start at Help Desk. IT decides
which to undertake, except for the
ones decided elsewhere (above).
 Project governance –
technologies – start at the Help
Desk. IT decides, losers get
angry.
-1: 6
0: 1
Business/IT Relationship
 IT/Admin Units: supplier/customer
– survey says very positive.
 IT/Academic Departments:
supplier/customer, 40 percent,
and peer collaborator, 60 percent.
Survey says positive.
 IT/Students: supplier/customer for
real – survey says very positive.
 Lip service for recognizing IT’s
role in helping become more
effective, much of this evaporates
at budget time.
+1:7
Delivery (Project Mgmt)
 Web redesign – success.
 Liquid Office – success.
 Informal project management;
use Excel.
 Fairly organized; may slip a
quarter.
 Long project = 6 months.
 Offshoring workforce database–
completed to specs, not a
success since not used.
 Most frequent reason for
slippage: team members pulled
away for other priorities.
+1:6
0:1
Application Support
 Mostly small apps.
 Big system – waterfall.
 Commercial off the shelf (COTS):
not a whole lot, mostly
installation.
Information Resource Mgmt
 Student accounts – ETL from
admin systems.
 Classroom schedule – more ETL
and a lot of “business logic.”
 Data design – normalized.
Appendix 1: Metrics
Score
+1:7
 No methodologies or defined
processes for managing
unstructured information.
+2:1
+1:6
20
Performance Factor
2012 Planning
Performance Sub-factor
Strengths
Weaknesses
Operations
 Citrix
 Nightly backup
 Daily restore to fail-over
 Change control, “I wish we
could do that offline.”
 No test environment, but there
is enough spare capacity to at
least pilot changes on one
server.
 Admin databases: backed up
nightly (incremental) and weekly
(full).
 Student: move data around.
 Rely on procedures that are “in
people’s heads” for day to day
work. Procedures are
documented.
 UNIX procedures documented in
wiki.
 Highly stable environment.
 Mac servers – need
documentation. (improved
recently).
 Other than Citrix, no test
environments.
Personal Technologies
 Students: Mostly commercial off
the shelf. 120 apps in standard
image. Shrink-wrap (personal
technology).
 30 apps in standard employee
build, provisioned via Citrix.
 Students: open ticket, only for
issues that can’t be handled on
the spot (example of latter: app
problems).
 Employees: every call generates
a ticket, resolve on the spot if less
than 15 minutes. Otherwise, ticket
left open for tech or user support.
Staff training:
 Sessions of requested topics.
 Informal one-on-one.
 Open house, drop-ins.
 Subscription to online training.
Appendix 1: Metrics
Score
+2:7
+2:7
21
Performance Factor
Performance Sub-factor
Strengths
Weaknesses
Technical Architecture
Applications
 Mostly shrink wrap and
commercial off the shelf.
 Custom apps – small to “size 10.”
 Interfaces – mainly to big apps
 Macs
 Mostly design apps and
publishing/layout apps. Video,
image, etc. Streamed, not local
installs (students).
 Faculty and
marketing/communications
staff – local installs.
 Big apps – managed at district
level – many are obsolete (HP
3000 custom-developed).
 Need to re-write interface
between help desk and inventory
systems
 Some obsolete apps in the
instructional world.
+2:2
+1:5
Information




Extracts from Admin systems.
Help Desk data.
Keycard data.
Inventory, purchasing, and
receiving – internal IT use only.
Six Access databases – 10 people
access. Standalone.
+2:2
+1:5
 Cisco and Juniper
 Dell servers and workstations
 Windows, Mac and UNIX servers
 Mac: support Mac desktops
 UNIX: core (DNS, DHTP, etc.,
and web server)
 Desktops
 Admin users get old student
machines.
 Five year refresh cycle.
 All applications for faculty and
staff provisioned via Citrix.
 Desktop OS – change out all at
once.
 Servers – stay one release back.
 Development tools – mostly keep
current.
 Use open source for web (My
SQL).
 Content management/ document
management:
 Public folders.
 Google docs.
 Starting to work with an open
source CMS.
 Wiki – just starting.
 Blogs – Google
 Need to retire obsolete Netware
servers.
 Access databases – Should be
migrated to SQL server.
+1:7
Score

Platforms
2012 Planning
Appendix 1: Metrics
22
Performance Factor
Performance Sub-factor
Strengths
Weaknesses
Human Performance
Leadership
 Setting direction – fairly clear:
 Mission – around excellent
delivery of IT to community.
 Vision – around more
engagement and integration
with rest of organization.
 Decision making: Tends to be
consultative and delegated.
 Communication (Listening,
Informing, Persuading,
Facilitating):
 Lots of hallway meetings.
 E-mails.
 Walking around and
schmoozing.
 Doors always open.
 Delegation: Need to do more
 Motivation:
 Many employees are clockwatchers – apathetic, not
motivated to do their best work
(not a consensus view).
 Employees can get into a rut –
not enough new and
challenging to keep things
interesting.
 Communication:
 Student lab staff has less
contact.
 Insufficient communication
about centralization initiative.
+1:7
Staffing/Skills Management
 Cross-trained admin staff to cover
Help Desk.
 Stretched thin, not so thin that it’s
down to just one anywhere else.
 Staff skill levels strong.
 Student support is fee fundedsufficient.

 Only Larry and Kevin know
Netware.
 Wifi – documentation (vendor and
site specific) is insufficient. Only
Larry knows where to look.
 One too few people to keep the
lights on – rely on “time
donations” by Larry and Harriet.
 Need one more senior tech
staff.
 One too few developers (senior)
given “heartbreaker” requests that
can’t get done.
 One too few Help Desk staff to
cover after 6 p.m. calls.
 Under the state system, no ability
to terminate poor performers.
0:5
-1:2
 Absolutely no connection
between performance/ability and
compensation.
-2:7
Compensation and Rewards
2012 Planning
Appendix 1: Metrics
Score
23
Performance Factor
Performance Sub-factor
Strengths
Weaknesses
Structure (Discussed organizational
design and facilities)
 Organizational Design: Fairly
clean, dividing lines clear,
although the top layer is a bit
blurry – functional + end-user
category + personality.
 No more waterfalls in data
closets.
 Data centers – adapted. UPS, no
generators adequate to the task
(but not needed given level of
criticality).
 Excellent new office space and
tech workroom
 Most inhabitants are Homo
sapiens, but there are exceptions:
 Periplaneta americana
 Mus musculus
 Rattus norvegicus (possibly)
 Other equipment rooms vary in
quality.
 Excessive dust in many rooms.
+1:2
0:5
Team Dynamics (Alignment and
Trust)
 Within teams trust is very high.
 Kevin’s team – two new members
out of 6. Still figuring it out.; it
looks promising.
 Teams tend to trust each other,
even in a crisis.
 Between teams – more friction
 TLC tends to be too isolated
 Student Computer Center feels a
bit left out sometimes. Can
interpret lack of news as lack of
importance.
+1:4
0:3
Culture
 Unplanned, large-scale problem:
call appropriate manager.
 Staff were on edge but kept it
under control.
 Smaller scale problems: no fuss,
take care of problem, let the
manager know.
 Informal.
 Teams tend to trust each other,
even in a crisis.
 When there’s a problem, fix it,
don’t worry about blame.
 When dealing with problems, staff
sometimes bypass the system
instead of working the system.
 Us vs. “the world” attitude, where
“the world” is District.
+2:1
+1:6
Score
2012 Planning
Appendix 1: Metrics
24
Core Business Strategic Theme
SCCC Primary theme: Product/service concept – aka product innovation. Develop superior products and figure out who to sell them to. SCCC’s products are on‐site and asynchronous eLearning classes. Its core strategy is to find new markets to sell these products to. Secondary theme:
User/customer class – aka customer intimacy. Serve a class of customers and develop products and services based on their needs; make their choice of you as a vendor the result of how well you take care of them. In particular, SCCC is developing new classes to appeal to its growing community of international students. District
Return/profit – Any conglomerate that isn’t size/growth focused. The distinction is that the former emphasizes size even when it reduces profitability, the latter emphasizes profitability even if it reduces growth. The District’s core strategy is achieving “profitable” growth (number of students), leveraging its economies of scale wherever possible. Integrating the SCCC and District strategies
The SCCC and District strategies are, for the most part, compatible, as both seek to increase the student population. They conflict where the District’s goal of leveraging Economies of scale and SCCC’s need to provide excellent courses and surrounding services intersect: Organizations achieve economies of scale through centralization and standardization. They achieve excellence (high flexibility, customization and addition of features and functionality) through localized differentiation and decentralization. 2012 Planning
Appendix 1: Metrics
25
Key Business Initiatives
Initiative
Impact on Strategic Theme
Key Deliverables
Centralization
Standardization and shift from
generalists to specialists:




 Positive:
 Frees up funds for other
uses.
 Expectation: “Other uses”
will be at other colleges in
the District.
 District only: “Optics” –
cost-cutting initiatives
create a good impression
on external stakeholders.
 Negative:
 Puts pressure on SCCC’s
ability to tailor and
maximize faculty and
student support.
 Increases support cycle
times.
 Depersonalizes
relationships.
District data center.
Central Help Desk.
Central Website.
Standardized technology.
Required IT
Strengths/Capabilities
IT Leader
Ability to lead staff and manage
services through the transition.
Entire IT leadership team.
Asynchronous eLearning
Creates new products (directly
advances strategy).
 Instructor training and
guidelines.
 New courses.
 Revised/Repurposed
courses.
 eLearning infrastructure
 Angel administration.
 Angel technical support (for
faculty).
 Angel student support
(potentially; logical
extrapolation).
TBD
Greater reliance on grants
Enhances ability to develop
courses and enhance
curriculum.
 Equipment.
 New technologies.
 Support for each new
technology.
 Ability to respond to
unpredictable needs to develop
new capabilities on short notice.
 IT governance – crisp, clear
decision-making.What to defer
in order to support a grant.
Harriet Wasserman
Larry Fenton
Recruitment of international
students
Adds secondary theme as
noted above: User/Customer
class.
 Housing.
 Special support services.
No new capabilities, “just”
additional application of existing .
Bill Young
2012 Planning
Appendix 1: Metrics
 Applications and workflows to
support immigration and
enrollment.
 Enhanced information security.
26
IT Organizational Effectiveness Initiatives
Initiative
Purpose
Builds/Improves These Strengths &
Capabilities
IT Governance
Implement an efficient means through
which SCCC makes decisions
regarding the relative priority of its
potential investments in information
technology.




Priority-setting and adjustments.
Business/IT integration.
Business/IT relationship
Extent to which faculty and administrative
management are fully invested in IT’s priorities.
Harriet Wasserman
Centralization support
As centralization will almost certainly
be a step-by-step migration and not a
“flash-cut” realignment, both central IT
and SCCC IT will have to operate in
an interim state for quite some time.
This initiative develops the SCCC
view of how to go about it.




Uninterrupted service.
Coordination of central and SCCC IT activities.
Final form of centralized IT services.
Improved SCCC IT staff motivation, resulting
from including them in the process instead of
their perceiving themselves to be victimized by
it.
Entire IT leadership team
Unstructured information support
Select, deploy, and train
administrative users and faculty in the
use of a rich toolset for managing
different forms of unstructured
information.
Possible districtwide Sharepoint
implementation.
 Expertise in the administration and end-user
support of such tools as:
 Blogs
 Wikis
 Content Management Systems (CMS)
 Document Management Systems (DMS)
and other tools appropriate for managing
different types of non-database-oriented
information.
IT Leader
Dylan Martin
 Improved staff morale, resulting from providing
a fresh set of challenges.
2012 Planning
Appendix 1: Metrics
27