information technology activity and status report · panopto lecture capture pilot captures more...
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AnnouncementsIT Decreases the Amount of Monthly Downtime for Email and VoicemailInformation Technology's Server Engineering group decreased the amount of monthly downtime for email and voicemail from 9 hours to 15 minutes. IT staff members recently replaced the current data storage system, which holds important University information such as email, PeopleSoft data, and Nolij documents, with a new data storage system. This new hardware allows IT staff to decrease the length of time needed to bring down email and voicemail during monthly maintenance. IT will continue to work on the new system and implement changes to decrease maintenance periods for other systems allowing these important systems to remain available to the campus community while they are being maintained or backed up.
Information Technology Appoints Scott Bolan as Senior Director of Enterprise Information Systems (EIS)On November 1, Information Technology named Scott Bolan as the senior director of Enterprise Information Systems (EIS), which handles WaveNet and PeopleSoft data systems for the University as well as the .NET application development for IT. For the past 13 months, Bolan has served as the interim senior director for EIS. Prior to EIS, Bolan has been a part of the Pepperdine community for more than six years and has held roles ranging from departmental tech liaison with the natural science department to adjunct professor of computer science and genetics to senior lead application developer and portal lead for EIS. Please help IT welcome Scott Bolan to his new permanent role as senior director for EIS.
1 Information Technology Activity and Status Report, November 2011
Information Technology Activity and Status Report
November 2011
Contact InformationTechnology
Anytime Support Desk
Available 24 hours a day, 7 days a week
(310) 506-HELP (4357)or (866) 767-8623
Technology and Learningfor Faculty
http://community.pepperdine.edu/
techlearn/
Office of the InterimChief Information
Officer
(310) 506-4173
IT Service Catalog
http://community.pepperdine.edu/it/
tools/
NewsDid You Know? IT Prevents a University-wide Internet OutageOn Thursday, October 27, 2011, at approximately 2:00 p.m. an off-site Internet router failed. Typically, a failure of this kind would have resulted in a university-wide Internet outage. However, due to Information Technology’s Network Engineering team creating redundancies, which serve as extra pathways for Internet traffic between the Malibu campus and other southern California campuses, the Pepperdine community experienced little to no impact. Creating these redundancies ensures that the Pepperdine community has a more reliable and faster Internet experience.
New ServicesStudents and Faculty Can Now Use Their Mobile Devices to Access SakaiNew this month, Information Technology’s Technology and Learning group worked with representatives from Sakai to make Sakai accessible on mobile devices. Now students and faculty can view course materials and collaborate more conveniently by using their smart phone, iPad, or tablet. Trends have shown that smart phones and other mobile devices are becoming popular tools to be used in academia. In fact, IT's Information Security Office found that more than 28 percent of devices registered on the Pepperdine network at the beginning of the 2011 fall semester were mobile devices. View the new mobile interface today by logging in at https://courses.pepperdine.edu/xsl-portal/.
Updates and UpgradesPanopto Lecture Capture Pilot Captures More Than 825 Recording SessionsIt has been two months since Information Technology has launched the lecture capture pilot, which evaluates two potential lecture capture platforms – Panopto and Matterhorn. To date, participating classes have recorded more than 825 sessions in the Panopto program. Faculty and students from the School of Public Policy, the Law School, and Seaver College have been utilizing Panapto to record class sessions or collaborate on class materials or discussions. Students and faculty have reported that the Panopto tool is user friendly and easy to use. To learn more about this pilot or if you are a faculty member who is interested in participating in the pilot, contact the Technology and Learning group at [email protected].
HR and Student Administration Areas of WaveNet were Upgraded Successfully During the last weekend of October, the HR and Student Administration areas within WaveNet were taken down for upgrades. This planned outage was part of a multi-year project to upgrade PeopleSoft and the WaveNet portal to improve the user experience, stability, and reliability for the Pepperdine community. Information Technology's Enterprise Information Systems team have reported that the HR and Student Administration areas were upgraded successfully. In order to prevent any display issues in these areas, it is strongly recommended to clear your browser cache and add HR and Student Administration as a trusted site to your browser software. For instructions on how to do this, click on the following link: http://bit.ly/trustedcache.
Canon Copier Refresh Project is Nearly CompleteTo date Information Technology has installed 63 of 88 new Canon copiers at all Pepperdine southern California campuses. Faculty and staff continue to be pleased with the new models and the secure, color scanning feature that comes on every new copier. The week of November 14, the remaining 25 copiers will be installed. If you have questions regarding the Canon copier refresh project, please contact Ory De La Rosa at [email protected].
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Future PlansIT to Begin Installing New Cisco Telephones at the Malibu Campus this JanuaryInformation Technology will begin deploying the new Cisco telephones, which merge voice, web, and videoconferencing, to the Malibu campus this January. The new phones will allow faculty and staff to communicate and collaborate with instant messaging, quick audio, videoconferencing, and desktop sharing with all Pepperdine Campuses. When completed, all campuses including the international campuses can take advantage of the four-digit extension dialing system, eliminating the need to dial a colleagues’ 9-digit number or an international number. To learn more about the Malibu Cisco telephone deployment, contact Vic Suphasiri at [email protected].
Project Wrap UpISO Staff Educate Students About the Importance of Protecting Their Identity
As part of the October National Cyber Security Month, the Information Security Office (ISO) completed the “3 Security Tips” campaign, which helped educate students about the importance of protecting their identity and securing trust in the University. IT team members including Chief Information Security Officer Kim Cary, Thor Anderson, and local tech staff presented at a “Talk to I.T.” booth and set up an informational display at various Pepperdine campuses. Students met with ISO staff to talk about how they could protect their computers, digital identities, and mobile phones from criminals. To learn more about the “3 Security Tips” campaign, please visit http://bit.ly/3securitytips.
PresentationsIT Staff Gerard Flynn and Alan Regan to Speak at the 2011 Sloan-C ConferenceGerard Flynn, director of Technology and Learning, and Alan Regan, manager of Technology and Learning, will present “21st Century Presentations” at the 2011 Sloan-C Conference on November 10. This presentation summarizes research on memory, 21st-century learners, and techniques to create powerful lectures. On November 11, Flynn and Regan will also present “Pilot to Production: Lessons on a Successful LMS Change,” which details Pepperdine’s experience transitioning from Blackboard to Sakai. For more information about these presentations click on the following links:
http://sloanconsortium.org/conferences/2011/aln/21st-century-presentationshttp://sloanconsortium.org/conferences/2011/aln/pilot-production-lessons-successful-lms-change
iPad Study Featured in The Chronicle of Higher EducationOn October 18, 2011, The Chronicle of Higher Education interviewed Pepperdine University’s iPad Study research team, which includes Dana Hoover, assistant CIO for communication and planning in Information Technology, and research assistant Janet Valencia. Hoover was quoted in the article titled, “Colleges Take Varied Approaches to iPad Experiments, With Mixed Results,” where in she talks about
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Pepperdine’s iPad study. Read the article: http://chronicle.com/blogs/wiredcampus/colleges-take-varied-approaches-to-ipad-experiments-with-mixed-results/33749
Pepperdine's iPad Research Study Presented at Annual EDUCAUSE ConferenceDana Hoover, assistant CIO for communications and planning, co-presented a session with Janet Valencia, iPad research assistant, at the EDUCAUSE Annual Conference on October 20, 2011titled "iPads in the Classroom: Use, Learning Outcomes, and the Future" to hundreds of attendees. The session focused on best practices learned from Pepperdine's iPad Research Study. Read more: http://www.educause.edu/E2011/Program/SESS081
IT Communications Staff Presents at Annual EDUCAUSE ConferenceDana Hoover, assistant CIO for communications and planning, co-presented with information technology communications colleagues from the University of Albany, Rice University, and Texas A&M University at the EDUCAUSE Annual Conference on October 20, 2011. Their session, titled "Effective Project Deployment: Six Steps to Keep them Coming Back," offered advice to senior IT leaders about the role of communication in effective project deployment. Read more: http://www.educause.edu/E2011/Program/SESS107
Benchmarks and AccountabilityAnytime Support Help Desk Statistics for October. During October 2011, there were 1226 requests for support managed through the Anytime Support Desk. Of these requests, 72 percent were resolved within two days and 93 percent were resolved in fewer than five days. The average wait time for individuals calling the Anytime Support Desk was 31 seconds. Seventy-six percent of requests were resolved by the Anytime Support Desk on the first call.
Online Requests. In October 2011, there were 251 additional requests for support managed through online web request forms. The top two types of online requests were: audio-visual service (72) and departmental telephone service (57).
Anytime Support Desk User Survey Results for October. Through an automated feedback process, all Anytime Support Desk callers have the opportunity to complete a web-based satisfaction survey. In October 2011, 135 (12 percent) of 1096 survey requests sent to customers were submitted. The four-question survey uses a “1 to 5” sliding scale with “4.00-5.00” equal to Excellent.
Month ResponseRate
OverallSatisfaction Competency Customer
ServiceResolutionTimeliness
August
September
October
11% 4.49 4.58 4.33 4.54
10% 4.50 4.64 4.30 4.58
12% 4.62 4.67 4.49 4.70
How to Subscribe to this Report. If you would like to be added to the distribution list for this report, please contact Tiffany Yu, communications specialist, at [email protected]. The Monthly IT Status Report archive is available online at http://community.pepperdine.edu/it/about/status-reports.htm.
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