accomplishments report information services · information services accomplishments january-june...
TRANSCRIPT
January-June2017
AccomplishmentsReportInformationServices
InformationServicesAccomplishmentsJanuary-June2017
Contents
Introduction.................................................................................................................................................5
MISSION...................................................................................................................................................5
2017GOALS..............................................................................................................................................5
FY2017ISPROJECTLIST&POINTPERSON...............................................................................................5
FY2017SharedServicesProjectList.........................................................................................................6
ExecutiveSummary..................................................................................................................................7
ComputingFacilities.....................................................................................................................................9
CampusWide-EnterpriseSupport..............................................................................................................9
TotalsandTrendsinITProcurement.........................................................................................................11
ITProcurement:DistributionbyVendorsandUnits..............................................................................11
AppendixA:SupportServices....................................................................................................................12
CustomerRequests................................................................................................................................13
CallCenterMetrics.................................................................................................................................13
CallCenterProjects................................................................................................................................14
AppendixB:ISProjects...............................................................................................................................15
CompletedProjects................................................................................................................................15
CurrentProjects–ImplementationPhase.............................................................................................17
CurrentProjects–DevelopmentPhase.................................................................................................23
TMSSupportClientExperience..............................................................................................................26
ILEClassrooms,VideoConferencing,DistanceEd,andOn-DemandVideo...........................................27
BuildingNetworkInfrastructure............................................................................................................29
AppendixC:BuildingNetworkInfrastructure............................................................................................31
InformationServicesAccomplishmentsJanuary-June2017
AppendixD:NetworkArchitecture............................................................................................................32
AppendixE:InternalApplications..............................................................................................................33
AppendixF:InformationServicesSecurity.................................................................................................35
AppendixG:MOUs.....................................................................................................................................36
BlochSchoolofManagement................................................................................................................36
SchoolofNursingandHealthSciences(SoNHS)andSchoolofPharmacy.............................................38
SchoolofComputingandEngineering(SCE)..........................................................................................40
CollegeofArtsandSciences(A&S)........................................................................................................40
SchoolofEducation(SoE).......................................................................................................................40
SchoolofLaw.........................................................................................................................................41
ConservatoryofMusicandDance.........................................................................................................41
NationalMuseumofToys/Miniatures...................................................................................................41
ResidenceHalls.......................................................................................................................................41
KCUR.......................................................................................................................................................42
AppendixH:AcademicEnhancementAccomplishments...........................................................................42
AppendixI:FoundationServices................................................................................................................45
AppendixJ:InstructionalTechnologies(ITS)..............................................................................................46
BlackboardCourseandOrganizationUsage(January2017throughJune2017)...................................46
Foliotek...................................................................................................................................................46
BlackboardCollaborate..........................................................................................................................46
VoiceThread...........................................................................................................................................47
TurningTechnologies(Clickers)..............................................................................................................47
RedCAP...................................................................................................................................................47
WebEx....................................................................................................................................................47
InformationServicesAccomplishmentsJanuary-June2017
Panopto..................................................................................................................................................48
UserViewingUsage:...........................................................................................................................48
UserCreationUsage:..........................................................................................................................48
Folderusage:......................................................................................................................................48
SessionUsage:....................................................................................................................................48
Moodle...................................................................................................................................................48
SharePoint..............................................................................................................................................49
ListServ...................................................................................................................................................49
ListServUsage....................................................................................................................................49
CustomerSupport..................................................................................................................................49
Blackboard24x7HelpDesk................................................................................................................49
InformationServicesAccomplishmentsJanuary-June2017
Introduction
InformationServicesisastrategicassetforUMKC’smissionsofteachingandlearning,research,serviceandeconomicdevelopment.
MISSION
WeareastrategicassetforUMKC’smissionsofTeaching,Learning,Research,Service,andEconomicDevelopment.
2017GOALS
• Infrastructurethatdeliversseamless,secure,reliable,anytimeandanyplaceuseraccess• UsertechnologiesandsupportthatenhanceandfacilitateTeachingandLearning,Research,
Service,andEconomicDevelopment• Effectiveandefficientmanagementofresources• Accurate,understandable,andaccessiblecommunication,documentationandresourceuse• Continuousimprovementinservices,facilitiesandprofessionaldevelopment• Furtherautomationofcampusprocedurestoincreaseourefficiencyasacampus• Investigatenewsourcesofrevenuetofundcampusinitiatives
FY2017ISPROJECTLIST&POINTPERSON
• CampusNewConstruction/Renovation–Guggenmos/TechnologyManagementServiceso CherryHall4thFloorRenovationso MedicalSchool5thFloorRenovationso Chemistry-BiologyRenovation–Phase1o DentalSchoolMSSUExpansiono WholeFoodsDevelopmento RobertW.PlasterFreeEnterpriseCenter
• CivitasAnalytics-Guggenmos/TechnologyManagementServices• CockefairHallInfrastructureUpgrades–Guggenmos/TechnologyManagementServices• PerformingArtsCenterInfrastructureUpgrades–Guggenmos/TechnologyManagement
Services• BlackboardUpgradetoUltra–Guggenmos/TechnologyManagementServices• ILEClassroomLifecycleUpgradesPhase2–Guggenmos/TechnologyManagementServices• ISMulti-DepartmentInventoryTool–Guggenmos/TechnologyManagementServices• CampusBuildingSecurity–Guggenmos/TechnologyManagementServices• Expansionofwirelesscoverage–Schonemann/NetworkArchitecture• CiscoJabberCollaborationSoftware–Schonemann/NetworkArchitecture• CiscoWebExOnlineMeeting/ConferencingSoftware–Schonemann/NetworkArchitecture• BuildingNetworkSwitchRefresh–Schonemann/NetworkArchitecture• DataCenterNetworkSwitchRefresh–Schonemann/NetworkArchitecture• CampusCoreNetworkSwitchRefresh–Schonemann/NetworkArchitecture• Exchange2016Upgrades–Schonemann/NetworkArchitecture• IPAddressManagement–Schonemann/NetworkArchitecture
InformationServicesAccomplishmentsJanuary-June2017
• Investigate3-DPrinting–Reisenbichler/SupportServices,Guggenmos/TechnologyManagementServices
• UMKCDashboardUpgrade/Redesign• UMDataHub
FY2017SharedServicesProjectList
§ AccountsManagement–Goodenow/InformationAccess§ EstablishEnterpriseArchitecture–Schonemann/NetworkArchitecture§ ITSM–BMCRemedyDeployment–Reisenbichler/SupportServices§ UMNetworkArchitecture–Schonemann/NetworkArchitecture§ ERPReview–Goodenow/InformationAccess§ CoreIT–Fritts/CIO§ KnowledgeBase–Reisenbichler/SupportServices§ SecureAuthImplementation-–Guggenmos/TechnologyManagementServices§ ImplementNewUMITProjectPortfolioManagementTool-Guggenmos/Technology
ManagementServices
InformationServicesAccomplishmentsJanuary-June2017
ExecutiveSummary
InformationServicesisastrategicassetforUMKC’smissionsofteachingandlearning,research,serviceandeconomicdevelopment.Wecontinuedtomakeprogresstowardourdefinedgoalsandthisdocumentdetailstheprogresswehavemadeduringthesecondhalfofthefiscalyear2016.
Duringthispastreviewperiod,ISSupportServicesupgradedanadditional30%ofthecampusdesktopstoWindows10.BeforeschoolstartsISSSwillupgrade1,300campusacademiclabstouseWindows10aswellasinstallingOffice2016and200otherpiecesofsoftware.468computers(manyincludingsoftphonesasanalternativetodesktopphones)werepurchased,imaged,configuredanddeployedasparttheWorkstationReplacementprogramoverthreemonthsearlyintheyear.ThecampustransitionedtonewpasswordandauthenticationtoolsprovidedbySecureAuth.TheCallCenterhandledover13,500supportrequestswithover95%verysatisfiedbasedoncustomerserviceresponsesurveys.
IntheSharedServicesarea,weworkedwithoursistercampusesonITSMand0365upgrades.LocallyweareclosetosigningMOUagreementswiththeSchoolofEducationandUniversityLibrariestoprovidedesktopsupportandotherISservices.
CampusTechnologyServicescompletedtechnologyupgradesto29ILEroomstoHDwidescreendigitalvideo&projectionsystems,enhancedaudioprocessingwithwebconferencing,andvoiceoverIPfeatures.OurVideoServicesgroupsupported793hoursofITVdistancelearning.Theadditionalhoursshowanupwardtrendcontinuingthelastfewyears.TheProjectManagementandInfrastructureServicesdepartmentsworkedanumberofhighprofileprojectsincludingthefollowing:
• SchoolofDentistryexpansionwithMissouriStateinJoplin• SchoolofMedicineinfrastructurereplacementandfloorrenovations• Chemistry/BiologyBuildingRenovations• CivitasAnalyticsImplementation• WirelessNetwork–DormsandApartments• WholeFoodsprojects• Exchange2016projects–UMKCservingasdisasterrecoverylocationfortheUMSystem
EffortsoftheInformationAccessDivisionwerenotablefortheimprovementsmadeinmeasurementsofcustomerresponsetimes,despiteasteadyincreaseinrequestsforservice.Internalapplicationscompletednewsoftware/applicationsolutionforUniversityLibraries,ContinuingEducation,andundergraduateresearch.ThecampusexpandedourdiveintoSalesForcewiththreeprojectsandsupportedthecampusgoalofstudentretentionwithadditionaldataandreportingfromuAchieve.
ITSworkedwithBlackboardandothercampusgroupstomoveourBlackboardinstancefromBlackboard’sManagedHostedenvironmenttotheirSaaS(software-as-a-service,cloud-hosted)environmentduringthelasthalfof2016,andcompletedtheworkinJanuary2017.ThemigrationresultedinseveralBlackboardoutagesduringtheearlypartofthespring2017semester,butweworkedwithBlackboardonremediationsteps,andithasbeenstablesincethen.Becauseofourissueswiththismigration,ITS,inpartnershipwithUMKCOnline,beganlookingattheCanvasLMSasapossible
InformationServicesAccomplishmentsJanuary-June2017
replacementforBlackboardinthefuture.ProctoringproductslikeRespondusMonitor,andvideoservicessuchasPanoptoandKaltura,continuedtobepopularamongfacultyandstudents.Emergingtechnologiesintheresponse-warerealmpromptedustodevelopandimplementapilotofTopHat,apotentialreplacementforTurningTechnologiesClickerproducts.Thispilotwillrunthroughfallsemester2017.FoundationServiceshostedover500serversinourlocaldatacentersorviaAmazonWebServices.AcademicEnhancementsupportedlivestreamingorvideoeventsforover20differentunitsoncampus.TheUMKCnetworkingteamcontinuedworkonthe10-yearbuilding-wiringplan.Category6infrastructureupgradeswerecompletedintheSchoolofMedicineandprogresscontinuedinCockefairandScofieldHalls.Thegroupalsoworkedonrenovation/newconstructionsprojectswithWholeFoods,thedowntownartscampusandtheChemistryandBiologicalSciencesbuildings.UMKCphoneoperatorshandles~34Kphonecallswith75%ofthecallsbeingautomaticallyroutedandtheremainderrequiringhumaninteraction.ISSupgradedtheedgecampusfirewallwiththenewestgenerationofequipment,enablinghighertrafficspeedsforthecampusInternetconnection.TheoriginaltrafficlimitwasinthefiveGigabit/secrange,thenewlimitisinthe10to15Gigabitrange.Thecampusdatacenterfirewallwasreplacedwiththeoriginalcampusedgefirewall,allowingasignificantspeedincreasefortrafficthroughthedatacenter.Theoriginallimitwasinthe2.5Gigabit/secrange,withtheextrafilteringoptionsdisabledonthemigratedfirewalls,wecannowtransmit8to10Gigabit/sec.TheISSteamworkedtodisableWindowsvulnerabilitiesanddecreasetheamountofspamandphishingattacksonstudents,facultyandstaff.
LookingforwardInformationServicesisestablishingnewlongrangestaffingandbudgetplanningprocesses.ISexploringnewservicesandofferingstocontinuouslyimprovetheserviceandofferingsforstudents,faculty,staffandtheentireUMKCcommunity.
InformationServicesAccomplishmentsJanuary-June2017
ComputingFacilities
Wehad13,013distinctindividualsusecomputingsitesbetween1/1/2017and6/30/2017.Thisrepresentsalargepercentageofourstudentbaseandexemplifiestheusefulnessofthesefacilities.
Inadditiontothephysicalcomputersites,wehad1,574distinctindividualswhologgedintoRemoteLabsatotalof12,869times.
ISalsodidamajoroverhauloftheInteractiveLearningClassroom,whichconsistedofreplacing48computers.
PrintQuota.PerformedapplicationupgradesonPaperCutacrossthestudentcomputerlabs.Thisaddsadditionalfunctionalitytostudentsandensuresweareup-to-date.
OtherProjects
AmericanConferenceforIrishStudies(ACIS).ProvidedtechnicalsupportfortheannualweeklongACISconference.Thislargeeventspannedseveralbuildingsoncampusandrequireddedicatedtechsupport.
Encryption.Expandedtheuseofencryption(BitLocker&FileVault)oncampuslaptopsanddesktops.ThisadditionalsecurityensuresthatifacomputerislostorstolenUMKCdataisnotatrisk.
PCI.WehaveseenanincreaseinPCIrequirements,bothfromatechnicalperceptiveaswellasfromanauditstandpoint.WehaveupdatedourPCIImagetomeetcurrentrequirements.WealsohavecreatedseveraltemplateswithinITSMtokeeptrackofallchangestoourPCIenvironment.
TheLabManagementOfficemaintainedoperationsinsixIS-managedgeneralusestudentcomputerlabs,eightrestrictedaccesslabs,andsuppliedoneassociatedcomputerclassroom.
• Maintainedsufficientstudentemployeestostafflabsbyprocessing
60applicationsforStudentAssistantpositions,conducting58computerskillstests,interviewing30prospectivenewhires,andhiring38newStudentAssistantsforIS-managedlabs
• Over138,400printjobswereprintedinIS-managedgeneral-usestudentcomputerlabs,totalingover953,200pages
CampusWide-EnterpriseSupport
AirWatch.ContinuedtoexpandtheuseofourMobileDeviceManagementsolution,AirWatch,acrossbothUMKCandtheothercampuses.ThistoolisvaluableforincreasingefficienciesinmanagingmobiledevicesaswellasprotectingUniversitydata.ISiscurrentlyintheprocessofupgradingtoAirWatch9.x.
InformationServicesAccomplishmentsJanuary-June2017
SCCM.ContinuetouseMicrosoft’sSCCMasakeypartofourassetmanagementsolutionandourpreferredmethodofsoftwareinstallation.Overthelast6months,SCCMwasusedtoinstall34,103piecesofsoftwareacrosscampus.Wealsoimaged237labcomputersusingtheOperatingSystemDeploymentfunctionalityofSCCM.
WeperformedamajorupgradeofSCCMtothecurrentbranch,1702.ThisallowsustocontinuetomanagethenewWindows10buildsacrosscampus.Casper.ExpandedtheuseofCasper,ourassetmanagementtoolandsoftwaredeploymenttool,forApplecomputers.Someofthenewinitiativesinclude:
ThinImagining.DuetoupcomingchangesinMacOS,wehavestartedinvestigatingthinimagining.ThisrepresentsamajorchangeinhowApplecomputersaredeployed.
Webpushes.FullyimplementedtheabilityfortechnicianstodeploysoftwaretoMacOScomputersviathewebviaacustom-builtportal.ThisprovidestechniciansasinglelocationtodeploysoftwareforbothWindowsandApplecomputers.
MacOSImages.UpdatedallMacOSimagestothelatestversionsofMacOS
Upgrade.PerformedanupgradetoCaspertogainadditionalfunctionalityandpatchsecurityvulnerabilities.
NamingConventions.Establishedstandardsforpolicies,smartgroups,andcollections.
AssetManagement.ExaminingnewmethodsforcollectingassetinformationonMacOSandleveragingCaspertoimproveourreportingability.Weexpectthistomovetoproductioninthenext6months.
Reporting.TheEnterpriseSupportteamupdatedmanyoftheonlinereportsandrevampedalloftheITSMreportsforUMKCCentral.Wealsocreated/updatedseveralofourassetmanagementreportsforbothhardwareandsoftwaretoprovideinformationthatismoredetailed.
Website.UpdatedtheISwebsitethroughoutthisperiodwithmeetingnotes,newproductinformation,newsoftwareandhardwareoptions,etc.
Softwareupdates.Planned,tested,anddeployedseveralupdatestoallWindowscampuscomputerstoensuresoftwareisup-to-date.Thisisdonetobothgiveourcustomersthelatestproductsandtoolsbutalsotolimitvulnerabilities.Over150SCCMpackageswerecreatedduringthisperiod.
Supportedhardware.Overthelast6months,wehadchangesonbothourDellandApplestandards.WithDellwesawnewlaptopsanddesktopsandabrandnewdockingsolution.ApplesawupdatediMacsandMacBooks.Extensivetestingandimageupdateswerecompleted.
InformationServicesAccomplishmentsJanuary-June2017
TotalsandTrendsinITProcurement
§ Purchasedalittleover$1,500,000worthofIThardwareandsoftware,includingcomputers,tablets,software,webservices,subscriptions,servicewarranties,maintenanceagreementsandusagefees
• Thisrepresentsa5.5%decreaseintotalspendandaroughly10%dropinthetotalnumberofrequestsprocessedoverthesameperiodoneyearago
• However,thisdecreasedoesnotevencreateadipinthetrendofexplosivegrowthinordersandspendperfiscalyearasmeasuredoverlastdecade
• Forthefirsttime,InformationServicesprocessedover$5,000,000duringthelastfiscalyear• Thisrepresentsgrowthof17%overthepreviousyear
• ThesuccessfulconsolidationofITpurchasingforacademicunitsoverthelastfewyearsisaprimarygrowthfactorinspendingandactivityyearoveryear
ITProcurement:DistributionbyVendorsandUnits
$0$500,000
$1,000,000$1,500,000$2,000,000$2,500,000$3,000,000$3,500,000$4,000,000$4,500,000$5,000,000$5,500,000
FY2008 FY2009 FY2010 FY2011 FY2012 FY2013 FY2014 FY2015 FY2016 FY2017
ITProcurementSpendbyFiscalYear(2008-2017)
HardwareSpend SoftwareSpend
$10,773.74$83,514.42
$56,892.21$60,794.39
$45,047.66$172,140.28
$37,983.67$58.00
$5,311.91$124,920.01
$184,443.22$8,283.69
$91,981.26$166,261.64
$12,084.09$158,733.66
$8,193.01$2,928.46
$101,043.37$219.41
$110,981.59$30,284.27
$2,298.00$15,211.38
$0.00 $20,000.00$40,000.00$60,000.00$80,000.00$100,000.00$120,000.00$140,000.00$160,000.00$180,000.00$200,000.00
UniversityLibraries
StudentAffairs
SchoolofNursingandHealthStudies
SchoolofLaw
SchoolofEducation
SchoolofComputing&Engineering
ResearchandEconomicDevelopment
Marketing&Communications
DiversityandInclusion
CollegeofArts&Sciences
BlochSchoolofManagement
Advancement
ITSpendbyUnit(January- June,2017)
InformationServicesAccomplishmentsJanuary-June2017
AppendixA:SupportServices
Highlightsandkeyinitiatives
Windows10:IScontinuestomakeprogresswithWindows10asthestandardoperatingsystem.Overthelast6months,weincreasedthenumberofWindows10computersfrom1,199to1,695-anincreaseofnearly30%.
ThelabteamispreparingtomigratetheISmanagedcomputerlabsandILErooms,roughly1,300computerstoWindows10duringthesummerrefresh.Tomeetthisgoal,wearedevelopingnewimagesandperformingsoftwarecompatibilitytestingforover200piecesofsoftwareusedinthevariousAcademiclabsthroughoutcampus.
MicrosoftOffice2016:IShasbeenupgradingWindowscampuscomputerstoOffice2016.Thismigrationisbeingdeployedoverthenetworkwithoutdirecttechnicianintervention.Whilethisprojectisnot100%completedbyJune30,over2,000computerswereupgradedinthemonthofJunealone.
WorkstationReplacementProgram(WRP):Duringthisyear’sWRPISpurchased,imaged,configured,anddeployed468computersoverathree-monthtimespan.MicrosoftLiveCamsHD3000wereincludedwithallfaculty/staffsystemstobetterfacilitatevirtualmeetingsandsoftphones.SecureAuth:TransitionedtothenewSecureAuthenticationtoolsandupdatedtheUMKCpasswordandsecurityregistrationwebsitetoimprovesecurityforuniversitydata.AdditionalSecureAuthinitiativescanbefoundundertheCallCentersectionofthisreport.Jabber:WorkedwithanISProjectteamtotestequipmentandidentifyasetofstandardsoftphonesthatwillbeavailabletodepartmentstopurchaseaspartofthetransitiontoJabber.AlsoworkedtodeployJabbertonumerouscampuscomputers.ITSM:Workedwithu-wideprojectteamonthe9.1ITSMupgrade,madesomeprogresswithSmartITandbegananinvestigationintootherservicemanagementplatforms.SharedServices:WorkedwithITmanagementtodevelopsharedservicestemplatesandagreements.BeganworkingwiththeSchoolofEducationandUniversityLibrariesonanewserviceagreement.O365:StartedplanningprocessforO365withau-wideprojectteam.Workedonvariousaspectsoftheprojectincludinggovernance,migrationtoolsandaccountmanagementissues.
SpecialEvents:Staffedregistrationsessionsduringsixstudentorientations.WorkedwithStudentUniononspecialeventinSU210computerlab.
InformationServicesAccomplishmentsJanuary-June2017
CustomerRequests
Overthelastfiveyears,thesupportvolumeinSupportServiceshasfluctuatedsome,althoughtheoverallcycleisfairlypredictable.Duringthelastsixmonths,wehaveseenthesupportrequestnumbersalignclosertothoseinpreviousyears.However,JanuaryandFebruarysawasincreaseduetoBlackboardoutagesalongwithusersregisteringwithSecureAuth.
§ Customersatisfactioncontinuestoremainveryhigh.Overthelastsixmonths,SupportServiceshasa95%VerySatisfiedrating.ThefollowingchartrepresentscustomersatisfactiondatacollectedfromsurveysclosedbyISSupportServicesfortheperiodofJan.2017throughJune2017.
CallCenterMetrics
§ TheCallCentercreated13,504supportrequests,resolved11,126,andescalated2,378.§ TheCallCenter’sfirst-contactresolutionrateoverthelastsixmonthswas80%.
TimePeriod TotalNumberofCallCenterSupportRequestsQ3&Q42014 12723Q1&Q22015 12746Q3&Q42015 14176Q1&Q22016 12300Q3&Q42016 14183Q1&Q22017 13504
3879
2562 2335 2125 2072 2152
0
2000
4000
6000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
CustomerRequestsPerMonth
2017 2016 2015 2014 2013
1059
3413 1 6
SupportServices - CustomerSatisfactionRates
VerySatisfied
Satisfied
Nuetral
Dissatisfied
InformationServicesAccomplishmentsJanuary-June2017
CallCenterProjects
§ AccountManagement§ Office365–TheCallCentercontinuestobetheprimarysupportcontactforstudentsusing
theOffice365emailsystemi. Setup17Office365emailaccountsforalumniinconjunctionwiththeAlumni
Association§ Created62guest/resource/departmentalaccountsandworkedwithofficeofOperations
andAdministrationtobillaccordingly.§ WorkedwithAdmissions,RegistrationandRecordsandvariousUMITgroupstoaddressSSO
accountcreationandmaintenanceissues.§ AIMS–AccountManagementtoolwhichisusedbyUMKC,MST,MU,andUMSL
§ AIMS2.0wastestedandreleasedtoproductioninApril,withsubsequentupdatestoenhanceperformanceandefficiencyinMayandJune.TheCallCentertestedandofferedsuggestionstohelprefinethenewtoolthroughoutthefirsthalfoftheyear.
§ ITSM–ITServiceManagementtoolusedbyUMKC,MST,MU,andUMSL§ CreatednewtemplatesfortheCallCentertousewhencreatingincidents§ PerformedPeopleDatamodificationsasnecessaryandworkedwithEnterprise
ManagementteamtoimproveourITSMUsersdatabase§ SecureAuth–TwoPhaseAuthenticationToolkit
§ Pathway’sBootstrapoptionforstudentswasswitchedtoSecureAuthonMarch4h.§ myHR’sPasswordresettoolwasswitchedtoSecureAuthonMarch11.§ Walkedcallersthroughregisteringtheirsecurityinformation,astimepermitted.
§ Exchange–UMupgradedtheExchangeserverfrom2010to2016inDecember2016.§ Notifiedandassistedusersoverthe15GBquotalimit§ DiscussedtransitiontoExchange2016withcallers,asquestionsarose.
§ RightAnswers–Self-serviceknowledgebasesolutionusedbyUMKC,MST,MU,andUMSL§ Collaboratedwithallfourcampusestotesttheupgradetoversion9inFeb.§ WorkedwithUMandRightAnswerstocorrectproblemswiththenewupgrade§ ApprovedandpublishedRightAnswersarticlescreatedbyCallCenterstaff.
§ Bomgar–UMKC-hostedremotesupportsolutionusedbyUMKC,MST,MU,andUMSL§ Performedapplianceandinstanceupgradesasnecessary.
InformationServicesAccomplishmentsJanuary-June2017
AppendixB:ISProjects
Asadivision,wehaveworkedwithseveralacademic&businessunitstorenovate,design,installandprovideongoingsupportformultifacetedinformationtechnologyandaudiovisualsystems.ThefollowingsectionstouchonthekeyIT/AVprojectsbyphasethatconsumedasignificantamountofISresourcestimeduringthislastreviewperiod.
CompletedProjects
P152-SODMSSUExpansionTheSchoolofDentistryisintheinitialstagesofaprogramstudytoexpandtoMissouriSouthernStateUniversityinJoplin.Currently,theIT/AVscopeincludesupgrading(3)existingclassroomsattheUMKCDentalSchoolwithtechnologytosupportdistanceeducationwhichwillbecompletedconsecutively.TheupgradesatMSSUincludeupdating(4)classroomstodistanceeducationplatforms,acompleteoverhaulofaskillslab,theadditionofanewconferenceroomandalargeofficesuite.TherewillalsoneedtobeadedicatednetworkbetweenUMKCandMSSU.Duringthisreviewperiod,forphase1,theDentalSchoolselectedSODroom#202forupgrades.TheISPMhasbeenworkingwiththeclient,CFM,thearchitectandvendor/integratortodesignandquotetheclassroomsystemandplanstooverseeorPMSKC’sintegrationgoingforward.Phase1beganconstructionDecember19th,2016andisexpectedtobecompletedonJanuary16th,1017.
209-Exchange2016ThisisUMKC’spartofthelargerUMSystemExchange2016migrationproject.UMKC’spieceistohousetheDRsitefortheACIandvirtualserversattheAdministrativeCenterDataCenter.Duringthisreviewperiod,ISassistedintheinstallationofexchangeequipmentintheKCdatacenter,reconfiguringcampusOutlookclientstousecachedmode,identifyingallunsupportedclientsandcommunicatingwiththisgrouponseveraloccasionstoensuretheywereusingasupportedclient,assistednumerousfaculty/staffinresolvingissueswiththeirquota,andlastly,migratedallUMKCmailboxestothenewplatformwithnoissues.
P210-SOM5thFloorRenovationProjectfortherenovationofthe5th-floordocentspaceintheSWQuadrantintoresearchspacefortheBioinformaticsResearchGroupandtheCenterforHealthInsightsgroup.ISCompletedILE/AVtechnologyupgradesfor(3)conferencerooms,(3)interactivespaces,ahuddlespace,andsignage,aswellascompletelyreplacingnetworkinfrastructureinthespace.P223-SchoolofMedicineInfrastructureReplacementThisprojectistobringthebuildinginfrastructureuptocurrentstandardsbyrewiringallthevoiceanddatajacksonallfloorsinthebuilding.Thisbuildinghassixfloorsandisbeingrewiredoneflooratatime.Wecompletedtheentirebuildingduringthefirstquarterof2017.
P228-SONDispensingLabThisprojectfortheSchoolofNursingenhancesahigh-endteachinglabwithmanikinsandspecializedsoftware.Thesoftwarerecordssimulatedactivitiesandsynchronizesvideofromseveralcamerasanddigitalinformationfromthemanikins,whichsimulateapatient'sbiologicalreactionstomedicalchoicesmadebythestudents.Thisperiodthelabsawitsfirstproductionuse.TMSstaffhelpedendusersget
InformationServicesAccomplishmentsJanuary-June2017
usedtoquirksoftherecordingsystem,andworkedwithNetworkArchitectureonenhancementstothenetworkthatimprovedreliability.TMSstaffalsoperformedroutinesystemcheckstoensureoperability.Onenewmanikinisinrouteatthistime,andTMSwillassistwithjoiningittothenetwork.
P232-ILEClassRoomUpgradesFY17–ISFundedAspartofourcontinualprocessofkeepingthehighestqualitystudentexperience,ISisupgrading29ILEroomstoHDwidescreendigitalvideo&projectionsystems,enhancedaudioprocessing,withwebconferencing,andvoiceoverIPfeatures.Duringthisreviewperiod,wehavecollaboratedwiththeRegistrar’soffice,CFMandotherunitsinITtoupdatetheremaining22classroomswithnewequipmentbringingtheprojectto100%complete.
P235-SCB504AVUpgradeThisprojectincludesrenovatinganexistingclassroomspaceintheSpencerChemistryBuilding.ISwasbeenscopedwithinstallingastandardtier3ILEclassroomwiththeadditionoflightingandshadecontrol.Theroomwillalsobeusedforsoftvideoconferencing.Duringthelastreviewperiod,thesystemdesignwasfinalizedandfacilityrequirementsweredefined.FacilityrelatedworkcompletedandtheIT/AVinstallationwas90%completed.Duringthisreviewperiod,roomshadeswereinstalledandtheprojectwasclosedout.
P243-FH205ConferenceRmAVUpgradeThisISAVupgradeistoaddmultipledatadropsandaprojectionscreentoFlarsheimHallconferenceroom205.Duringthelastreviewperiod,theISPMworkedwiththePhysicsandAstronomyDepartments,CFMandtheAVdepartmenttodefinescope,budgetandcompletedsysteminstallation.Duringthisperiod,theISPMclosedouttheproject.
P247-BlochLease–4328MadisonThisprojectprovidedinternetconnectivityandinstalledthreewirelessaccesspointsfortheBlochIncubatorintheleasedofficebuildingoffcampus.P256-SonEchoHubConferenceRoomThisISprojectinvolvesinstallingtechnologyforanewprogramcreatedbySoNHSthatusesaspecificteleclinicmodeldevelopedbytheUniversityofNewMexico.Duringinstallation,theISPMandAVdepartmentworkedcloselywiththeHospitalHillteamtopurchaseandinstalltherecommendedequipmentandpositionthespaceforongoingITsupport.P269–CherrySt.APInstallationsInstallin-roomaccesspointsinCherryStreetHalltoprovideubiquitouswirelesscoveragethroughoutthebuilding.Duringthisperiod,weinstalled49accesspointsacrossthreefloors.
InformationServicesAccomplishmentsJanuary-June2017
CurrentProjects–ImplementationPhase
P171-Chemistry/BiologyBuildingRenovationAspartofamulti-yearphasedbuildingrenovationproject,ISwillbedemoing&replacingbuildingnetworkinfrastructureandinstallingnewITclosetsandswitchgearonChemistryfloors2-4,andupdating(6)classroom/labenvironmentsand(1)conferenceroom.Constructionhasbegun,primarilyfocusedondemoingexistingspaces.Duringthisreviewperiod,wecompletedIT/AVsystemdesignforallsystems,moved/installeddatatosupportconstructionrelatedofficemoves,reviewedoptionsforcomputerlabupgradeswithChemistry,andaddedlowvoltagedemoworktoITscope.P177-BEH333ILEconversionThisisarenovationprojecttorepurposeasmallbreakroomintoateachingandseminarspacewithAV/ILEcapabilitiesthatmatchtheotherclassroomsinBlochExecutiveHall.Therenovatedclassroomwillprovideseatingfor~20students.ThisspacewillbeusedprimarilyforupperlevelandgraduateclassesintheDepartmentofGlobalEntrepreneurshipandInnovation.Thetechnologywillprovideforlecture-styleteachingaswellasstudent-centeredactivelearning.Duringthisreviewperiod,afundingsourcewasidentifiedandtheprojectapproved,systeminstallationwascompleted,clientandusergroupsweretrained,andtheroomisbackonlineforregularuse.
P196-ISMulti-DepartmentalInventoryTool–ISFundedISisworkingondevelopinganewcustominventoryapplicationtoprovidereal-timeassetmanagement,inventorymanagement,andequipmentlifecycleplanningforITequipmentthatisnotbeingcurrentlytracked.Thissolutionwillhaveawebapplicationcomponentpairedwithamobileapp.Duringthisreviewperiod,wecompletedaseriesofworkshopswithInformationAccesstoidentifyandrefinetoolrequirements,reviewedfinalrequirementswithkeyusergroupsandbegantheprocessofbuildingvaluelistsforapplicationdevelopment.Duringthisnextreviewperiod,weexpecttodeveloptheAlphaversionoftheappandrunthroughtesting.
P202–51st_HolmesStRenovationThisCFMprojectinvolvesthewideningofHolmesStreetbetween51st&52nd.Theprimarypurposeistoallowemergencyvehicleaccesswhencarsareparkedonbothsidesofthestreet.TheInfrastructurecomponentsofthisprojectincludekeepingexistingvoiceanddataservicesfrombeingdamagedandaddingadditionalconduitsforfutureuse.Duringthisreviewperiod,bidswentoutandthecontractorwasselected.ITmaterialswereordered,demo/constructionstartedwithananticipatedcompletiondateofJuly24.P205-SU401WallPlateUpgradeProjecttoperformtechnologyupgradestoStudentUnion401thatwilloverhaulthevideoandcontrolsystemandadjustmentstotheaudiosection.Theupgradeswillincludenewprojectors,avideoswitcherandwallplates.Duringthisreviewperiod,systemdesignwascompleted,theclientapprovedtheproject,andequipmentwasordered.WeanticipatefinalizingthisprojectduringthenextreviewperiodandturningthespaceovertotheclientforregularusebythestartofFallSemester.
P206-CivitasAnalyticsThisprojectwillincludeISworkingwithCivitas,andUMKC’sUniversityCollege,AcademicAffairs,StudentAffairs,InstitutionalResearch,andDataWarehousetoimplementtheCivitasIllumelearningplatform.Illumeisapowerfulappthatprovidesacompellingviewofagiveninstitution’shistoricaland
InformationServicesAccomplishmentsJanuary-June2017
predictivestudentflow.TheprojectwillmergediversedatasourcesfromUMKC’sSIS,LMS,andothersystems.Illumewillthenapplystate-of-the-artdatasciencetoidentifyusefulinsightsthroughmeaningfulvisualizations.TheintendedoutcomeforUMKCwillbetheabilitytotryandtesttheimpactofinitiativesandgrantprograms.DuringthisreviewperiodISworkedwithCivitastodevelopacustomdatadictionaryforUMKCthatwaslesstechnical,workedwithCivitastodevelopacustomfilterforUMKC,updatedtheretentioncohorttableandrelatedviewsforCivitas,andverifiedthecompletedfilterwasgoodtogo.
P214-WirelessNetwork–Dorms&ApartmentsThisprojectinvolvesthepurchaseandinstallationofnew,in-roomWirelessAccessPointsforUMKCdormsandapartmentstoimprovethewirelesscoverageandbandwidthinthestudentlivingspaces.Duringthisreviewperiod,wecontinuedwithPhaseIIofthisproject.JohnsonHallnowhaswirelessaccesspointsinstalledineachdormroom.TheHospitalHillApartmentscurrentlyhavesufficientcoverage,sowehaveremovedthatfromPhaseIIofthisprojectandclosedtheproject.P215-IPAddressManagementThescopeofthisprojectisdesignedtorefreshourDNS/DHCPinfrastructure.ThenewsystemwillincludeanIPaddressmanagementtoolandDNSsecurityfeatures,aswellasprovideaconsolidatedmanagementconsoletocontrolthevariousIPaddressfunctions.Duringthisreviewperiod,thesolutionofferedbyInfobloxwasacceptedandimplementationprocessesbeganwithcutoverscheduledinJuly2017.P217-TelepresenceVCS-VCEThisprojectisdesignedtomakevideoconferencingeasiertouseonandoffcampus.LeveragingkeycomponentsofourexistingVoIPphonesystemandTelepresencevideoconferencesystem,wewilladdnewmodulesthatwillallowustogreatlyincreasethenumberofvideoconferenceendpointsoncampus.Thesenewvideoendpointsaredesignedforawiderangeofusecasesfrompersonalwebcamstoconferenceroomstolargeclassroomenvironments.ThenewmoduleswillalsointegrateourexistingPolycom,LifeSize,Tandberg,etc.room-basedvideoendpointsintoastreamlineddialingplan.Duringthisreviewperiod,allhardwarewasinstalledandwebegandeployingindividualunitsinvariouslocationsacrosscampus.P218-802.11ACRadioUpgradesThisprojectinvolvesupgradingthe802.11acradiomodulestotheexistingCisco3600wirelessaccesspointsoncampus.Thesenewradiomoduleswillallowthoseaccesspointstoprovidegreaterwirelessnetworkperformanceinthelocationstheyserve.Theprojectiscurrently55%complete.P219-BuildingSwitchRefreshThisprojectinvolvesreplacingapproximately144accessanddistributionlayerswitchesin18buildingswherewehavepreviouslyinstalledCisco4506seriesswitches.UMKCNetworkingwillbeinstallingCisco4500XseriesdistributionswitchesandCisco3850seriesaccessswitches.Thenewswitcheswillincreasethebuildingbackbonefrom2GBto20GB.Theaccessswitcheswillalsoprovide802.3at(60watts)PoweroverEthernet,PowerStack&M-GigEthernetportsfornextgenerationwirelessaccesspoints.Duringthisreviewperiod,weupgradedbuildingswitchesinfivecampusbuildings(GeneralServicesBld.,HealthSciencesBldg.,MedicalSchool,DentalSchoolandScofieldHall),whichcompletedPhaseIIIoftheproject.PlanningforPhaseIVisunderway.
InformationServicesAccomplishmentsJanuary-June2017
P221-NetworkCoreSwitchRefreshThisprojectwillreplacetheexistingtwoprimarycampuscoreroutersthatformthebackboneoftheUMKCnetwork.Currently,eachoftheserouterssupports55buildinguplinks.Thenewcorerouterswillbeinstalledingeographicallyseparateddatacentersoncampusandwillsupporthigh-density10GB&40GBuplinkstothecampusbuildings.ThenewuplinkswillgreatlyincreasetheavailablebandwidthonUMKCnet.Duringthisreviewperiod,theroutersarrived,havebeenunboxedandinstalledinracksfortesting.Weareplanningthecutoverduringthenextsixmonths.P224-CockefairHallInfrastructureReplacementThisprojectistobringthebuildinginfrastructureuptocurrentstandardsbyrewiringallthevoiceanddatajacksonallfloorsinthebuilding.Thisbuildinghasthreefloorsandisbeingrewiredoneflooratatime.Duringthisreviewperiod,wehavefinishedrewiringthefirstfloorandbeganworkingonanewITroom.Weplantocompletetheremainingbuildingsoverthenextfewmonths.P226-BlackboardUpgradetoUltraThisprojectwillupgradeourcurrentBlackboardLearnLearningManagementSystem(LMS)toBlackboardLearnUltra.UltrarepresentsanLMSredesignbasedonqualitativeresearchwithstudentsandinstructorsthatintegrateasleekuserinterfacewithsimplifiedworkflowsforallusers.Instructorswillhavetoolstohelpdevelopcurriculum,interactwithstudents,andprovideusefulandtimelyfeedbackthroughimprovedgradingfeatures.Thestudentexperiencewillprioritizetheircoursework,givingthemtoolstomanagetasksandtimeandtoworkcollaboratively.Thisnewplatformwillallowaseamlesstransitionbetweendesktopandmobiledevices,furtherimprovingtheteachingandlearningexperience.Duringthisreviewperiod,weaddressedmultipleissueswiththeBlackboardplatformthatoccurredfollowingtheSaaSmigrationanddeterminedthatBlackboardisnolongerabletoprovideasatisfactoryLMSplatformforUMKC.Wewillbeginphasingoutthisplatform.P229-JabberCampuswideThisprojectwillexpandUMKC'sexistingCiscoJabberofferingfroma100-150pilotgrouptoacampuswidesolution.CiscoJabberisanall-in-onecommunicationtoolincludingfunctionalityforinstantmessaging,presence,telephony,voicemail,andvideoconferencing.UMKCintendstofederateJabberwithSkypeforBusinessinstantmessagingandOffice365forsystemwidecommunications.Atthesametime,MUisalsolookingtodothesame–REMOVEthissentence.CiscoJabberisdeviceagnosticandincludesclientsforWindowsandMaccomputers,Apple,Android,Blackberrysmartphones,andtablets.Duringthisreviewperiod,webegantoformalizesoftphonebundles,souserscanquicklydeterminewhichheadsetfittheirneeds,asuserscontinuetoadoptJabberasUMKC’ssoftphonesolution.WeareunabletoimplementJabberanyfurtherduetoaninterdependencywiththeOffice365project.OnceOffice365islive,wecanfederateJabberinthatenvironmentandbegintesting.P230-SecureAuthInitiativeThisprojectinvolvesworkingwithUMSystemtolaunchthenewSecureAuthToolkitaspartofaphasedapproachinimplementingtwo-factorauthentication.InformationServices'rolesinimplementingthesetoolsaretocollaboratewiththecampusesinplanning,testingthenewtools,andcommunicatingthisinformationtoourcampususers.Duringthisreviewperiod,pathway’sBootstrapoptionforstudentswasswitchedtoSecureAuthonMarch4h,Myhr'sPasswordresettoolwasswitchedtoSecureAuthonMarch11th,andtheUMKCCallcenterWalkedcallersthroughregisteringtheirsecurityinformation,astimepermitted.
InformationServicesAccomplishmentsJanuary-June2017
P233-RoyalHall111AuditoriumUpgrade–ISFundedThisisaprojecttoupdatethelargeILEAuditoriuminRoyallHallroom111(approximately300seats)tohavebetterprojectionsystems,soundsystems,andinfrastructureforrecording,toalignwithwhatstudentsexperienceinnewlydesignedauditoriumsinMNLandBlochHall.CFMisplanningvariousroomupdatesforADAaccess,lighting,moldabatement,seating,soundtreatment,carpet,andpaint.Duringthisreviewperiod,CFMcommittedtomovingforwardwiththeproject,ISfinalizedtheIT/AVsystemdesignandorderedequipment,andtherenovations/upgradesarescheduledtooccurduringsummerof17tobecompletedbythestartoffallsemester.P236-ASALifeCycleThisprojectisdesignedtoreplacemanyofthesmallnetworkfirewallsusedacrossUMKCtoprotectHIPPA,FERPA,PCIandothersensitivenetworktraffic.ThenewfirewallswillutilizeGigabitEthernetinterfacesandadvancedtrafficshapingandpolicyfeatureswhilebeingcentrallymanagedformoreconsistentsoftwareupgrades.Duringthisreviewperiod,weconsolidatedthreeexistingfirewallsandcreatedthreenewsecureclusterfirewallsintheDataCenter.
P238-SRCFWIUpgradeThescopeofthisprojectinvolvesupdatingandaddingnewtouchscreensandDirectTVscreensinseverallocationsinSwinneyRecreationCenter.Duringthisreviewperiod,theclientchangestodesignrequirements,systemdesignwasupdated,clientapprovedtheupdateddesign,equipmentwasorderedandgearhasstartedtoarrive.Duringthenextreviewperiod,CFMworkshouldbecompleted,hardwareinstalledandthesystemturnedbackovertotheclientforregularusebythestartofFallSemester.P250-FHClassroomtoLabRenovationThisprojectcameaboutduetoarequestfromSCEtoreclassifyexistingroomstofaultylabspaces.ISscopeincludesmodifying(7)existingclassroomstobe(6)newfacultylabspaceswhichwillincludesomeCFMfacilityrenovations,andseveralILE/AVsystemchanges.Duringthisreviewperiod,theIT/AVsystemdesignwascompleted,theclientapprovedtheprojectandequipmentwereordered.Weanticipatecompletingthisprojectduringthenextreviewperiodwithallspacedbeingbackonlineforthestartoffallsemester.
P252-FH557AVUpgradeThisprojectistoinstalltypicalILEclassroomequipmentintoFlarsheimHall557.Duringthisreviewperiod,thisspacewasconvertedfromdepartmentallyownedtocentrallyscheduled,equipmentwasordered,ILEgearinstalledandthesystemwasturnedbackovertoSCEforregularuse.P258-LibraryKiosksMillerNicholsLibrary(MNL)receivedagranttoinstallaKiosksstationtohelpstudent’saccessbooksonline.TheISPMisworkingwithSupportServicestodevelopaspecialdesktopimageforsecurityandauserinterfaceforstudents.Duringthisreviewperiod,theclientreducedprojectscopetofocusprimarilyonuserKiosksandsoftwarewithlittletonoAV.Theclientapprovedtheproject,SupportServicesbeganworkingonthecustomPCimages,andtheLibrarybegandesigningthewebsite,whichwillfunctionastheuserinterfaceforstudents.Weanticipatethisprojectwillbefinalizedduringthenextreviewperiod.
InformationServicesAccomplishmentsJanuary-June2017
P263-SISERPTheSIS(PeopleSoft)projectincludesUMKC’sAdmissions,StudentRecords,StudentCashiering,StudentFinancialAid,andCampusCommunity.ThecurrentSISversion,v9.0,usedbyallUMcampuses,willbeunsupportedafterDecember2019,andallcampusesmustupgradetov9.2byDecember2019.Thestrategyandrequirementsforafuturesystem,leadinguptoandfollowingv9.2implementation,willbeevaluatedandarecommendedstrategywillbepresentedtoCampusProvosts.Thisprojectwillreviewallapplicationbusinessprocessesoneachcampus,identifyprocessesthatwillbemandatedacrossthecampuses,andidentifybusinessprocessesareunique.Duringthisreviewperiod,theISPMconductedseveralmeetingswiththeRegistrar’sOffice,OfficeofAdmissions,FinancialAidOfficeandCashier’sOfficeinordertodeterminetheunits’businessprocessesinastructured“Supplier,Input,Process,Output,Customer”(SIPOC)formatperUMSystem’srequest.TheISPMcompletedtheseSIPOCsquickly,andpriortothedeadline,toensureUMSystemcouldmoveforwardwiththeirdataanalysis.P265–ILEClassroomUpgradesFY18-ISFundedAspartofourcontinualprocessofkeepingthehighestqualitystudentexperience,ISplanstoupgraded29ILEroomsinFY18toHDwidescreendigitalvideo&projectionsystems,enhancedaudioprocessing,withwebconferencing,andvoiceoverIPfeatures.Duringthisreviewperiod,wehavepartneredwiththeRegistrar’sofficetoidentifytheroomstobeupgraded,updatedsystemdesignstoaccommodateILEspaceswithmoreequipmentthantypical,andorderedasystemforstafftousefortesting.Duringthenextreviewperiod,weanticipatefinalizingtheequipmentlistandorderingequipmentwiththeprojectcompletionscheduledfortheendofFY18.P266–VideoConferencingforDistanceEdMOREnetisplanningtoretireoldh.323infrastructureoverthesummer.Thiswillforceachangeinhowvideodistancelearningclassesconnectandmayaffectusercontrolsforexistingsystems.UMKChasinvestedinCiscoUnifiedCommunicationsinfrastructure,andtherecouldbeeconomiesofscaletousingeitherCiscocodecsorothersoftcodecsinplaceofexistingh.323videoconferencesystems.Thisprojectaimstodeterminethebestoptionsmovingforwardforroomdesignandvideoconferenceconnectionmodalities.P267–UPSBatteryReplacementThisprojectistoreplaceoldbatteriesintheexistingITCloset(UPSsifpossible).Insomecases,theUPSwillactuallyneedtobereplaced.Duringthisreviewperiod,wereplacedthebatteriesinalltheITroomsinfivecampusbuildings.P268–BSRPhaseIVFY18ThisprojectinvolvesreplacingtheremainingaccessanddistributionlayerswitchesafterBSRphases1-3arecompletedandstartingwiththefiscalyear2017.ThesearebuildingswherewehadpreviouslyinstalledCisco4506seriesswitches.UMKCNetworkingwillbeinstallingCisco4500XseriesdistributionswitchesandCisco3850seriesaccessswitches.Thenewswitcheswillincreasethebuildingbackbonefrom2GBto20GB.Theaccessswitcheswillalsoprovide802.3at(60watts)PoweroverEthernet,PowerStack&M-GigEthernetportsfornextgenerationwirelessaccesspoints.P270–FH205ProjectorUpgradeTheprojectentailsaddingaprojectortoanexistinglab/conferenceroomspaceforuseduringmeetings.Duringthisreviewperiod,ISfinalizedthesystemdesign,securedclientapproval,andorderedtheequipment.Weanticipatecompletingthisprojectduringthenextreviewperiod.
InformationServicesAccomplishmentsJanuary-June2017
P274–ScofieldHallInfrastructureReplacementThisprojectistobringthebuildinginfrastructureinScofieldHalluptocurrentstandardsbyrewiringallthevoiceanddatajacksonallfloorsinthebuilding.Partoftheongoinginfrastructureimprovementeffortsbutwearemanagingeachbuildingasindividualprojectstobettertrackcosts/materials/timelines.Thisbuildinghasfivefloorsandisbeingrewiredoneflooratatime.P276–SOMLibraryM2-202ACollabUpgradeProjecttoupgradeaSOMLibrarycollaborationspacebyaddingadisplayandvideoswitchertogive4stationstheabilitytopresenttothescreen.TherewillbeminorCFMworkinvolvedaswell.Duringthisreviewperiod,ISfinalizedthesystemdesign,securedclientapprovalandorderedequipment.Weanticipatecompletingthisprojectduringthenextreviewperiod.P277–CanvasPilotThismulti-yearprojectwillbeginwiththeevaluationofCanvas.TheintentistoimplementCanvasandconvertallactivitiesperformedinBlackboardtotheCanvasplatform.TheeLearningAdvisoryCommittee(eLAC)recommendstotheprovostthatUMKCundertakeafeasibilitystudyassociatedwithmovingUMKC’sLearningManagementSystemfromBlackBoardtoCanvas.Thestudyshouldpresenttherisksandbenefitsassociatedwithamigration,potentialcosts,impactonoperationsandfinalrecommendationsthat,ifwarranted,wouldincludeatransitionplanandtimeline.Duringthisreviewperiod,weinvestigatedandimplementedseveralfactorsinvolvedinpilotingCanvasatUMKC,includingstandingupanenvironmenttobegintheevaluation.P278–FH421DisplayAdditionThisisaprojecttodesignandinstallasimpleportabledisplaycartforpresentations.Duringthisreviewperiod,ISfinalizedsystemdesignandisawaitingclientapproval.Weanticipatecompletingthisprojectduringthenextreviewperiod.P279–SOELabMove/ChangesThisprojectistoinstalltypicalILEclassroomequipmentintoSOE129Band034.Duringthisreviewperiod,034wasaddedtoproject232ILEupgradelistandILEequipmentwasinstalled.Systemdesignfor129Bwasfinalizedandtheupgradewasscheduledforsummerbreak17.Thissystemwillbeinstalledandprojectedbythestartofthefallsemester.
InformationServicesAccomplishmentsJanuary-June2017
CurrentProjects–DevelopmentPhase
IShasmadegoodprogressworkingwithunitstoplan(13)IT/AVprojectsduringthisreviewperiod.P126-WholeFoodsDevelopmentThisprojectwillprovideanewWholeFoodsstore,anewUMKCStudentHealthandCounselingCenter,newluxuryapartments,andanewparkinggarage.IT/AVscopeisnotfullydefinedbutIShasinstalledanewnetworkutilitycorridorinpreparationforthisproject,whichinvolvedremovingallexistingoverheadcablingandinstallationintoanundergroundvault.Duringthisreviewperiod,constructionstarted,theIT/AVbudgetwasdefinedwithCFM,andtheprojectstartedtorunoverbudget.Thiskickedoffavalueengineeringprocess,whichwouldaffectIT/AVsystemdesignsatsomepoint,buttheimpactisnotyetclear.WeanticipatetheITAVscopewillberedefinedduringthenextreviewperiodandtheinstallationwillbecompletedwithatentativeopeningdateofJanuary2018P174–SCEEducationalandResearchCenterThisisaprojecttobuildanewmulti-storybuildingadditiontoFlarsheimHallthatwouldsitontheFH/OMBparkinglotwiththelengthofthebuildingrunningeast/west.IT/AVscopeisundefinedatthispoint.TheprojectisstillpendingBoardofCurators(BOC)approval.Duringthisreviewperiod,thecurrentareaoffocusforIThasbeenthepossibleeliminationoftheOldMaintenanceBuilding,whichiswithintheprojectfootprintandfindinganew/suitablehomeforCTSstafflocatedinOMB.IShassharedspacerequirementswithCFMandhasbeenworkingwithCFMtoidentifyalternativelocationswithlittletonolucktodate.Additionalspaceplanningprogressisexpectedinfallof17withtheprojectteamplanningtoseekBOCapprovalinSeptember.P208–BlochLabChangesThisprojectistorelocatetheexistingbehaviorallabfromBlochExecutiveHall102toBlochHeritageHall110,andpossiblytheadditionofnewfeatures(Biometricmeasurementcapability).TheexistinglabPC’swouldberelocatedtoafreestandingmodel(similartotheStudentUnion)onthethirdfloorofBlochExecutiveHallbetweenrooms328and329.Duringthisreviewperiod,theprojectscopewasreducedtojustPCworkandnolongerincludedmovingbehaviorlabsystemsfromBEHtoBHH.ISsecuredCIOapprovaltoorderandreplaceISPCsinthecomputerlabattachedtothisspace;BlochsubmittedarequestforanestimatefromCFMtodesigntherestofthespacewhichispendingcompletion.P225-PACInfrastructureReplacementThisprojectistobringthebuildinginfrastructureuptocurrentstandardsbyrewiringallthevoiceanddatajacksonallfloorsinthebuilding.Thisbuildinghasfivefloorsandwillberewiredoneflooratatime.WeplantobeginthisprojectonceCockefairHallupgradesarecomplete.P240–SCEStudentAffairsSuiteThisprojectispartoftheSchoolofComputingandEngineering’sDSTStudentServicesCenterproject.ItincludesadigitalsignagecomponentinthelobbyareaandapresentationsysteminFH337.ThispresentationsystemwillincludesmallAVsystemwithdigitalvideoprojectionsystem,andenhancedaudioprocessing.Duringthisreviewperiod,constructionbidswereacceptedbyCFMandSCE,IT/AVscopewasreduced,SCEapprovedtheoverallprojectbudgetbutthereisstillsomeflexibilityontheIT/AVscope.Renovationinthespacehasbegun.WeanticipatetheIT/AVscopewillbelockedin,ordered,installedandtheprojectcompletedduringthenextreviewperiod.
InformationServicesAccomplishmentsJanuary-June2017
P248-LeneltoCBORDTransitionThisprojectistoreplacetheexistingLenelCardAssesssystemin11buildingswithCBordCardAccess.Buildingsinclude4747Troost,CherryStreetGarage–MailRoom,CherryStreetGarage–Police,SchoolofEducation,FlarsheimHall,GeneralServicesBuilding,HospitalHillAnnex,AdministrativeCenter,Building#71,CherryStreetHallandHealthScienceBuilding.Duringthisreviewperiod,weworkedonsettingflatcomponentpricingforeachcomponentofcardaccess,whichwillultimatelydriveunitcostsonceweshifttothatmodel.CFMpartneredwiththeCBORDofficetodevelopadetailedtransitionestimatetomoveallbuildingstoCBORDandindividualCFMestimatesforeachbuilding.Wearecurrentlyworkingtofinalizethesenumbersforameetingwithcampusleadershiponpossiblefundingduringfall2017.P249-SLATEThisisaprojecttoreplaceUMKC'scurrentadmissionCRMvendor(HobsonsConnect)withTechnolutions"Slate"CRM,asUMKC'sHobsonsConnectcontracthasexpired.Slateismarketedasaone-stop-shopforeverythingAdmissions.ThisprojectwillalsoincluderollinginexistingsupplementalunitapplicationsdevelopedbyISallowingtheseappstoberetiredgoingforward.Duringthisreviewperiod,weattendedmonthlycallstoascertainhowITcouldassist,offeredfacilitationforanyescalationsneededbyAdmissions,andassistedintheimplementationofimagingexports.P251-ISLabCameraUpgradesThisisaprojecttodeveloplabspecificdesignsandassociatedcostsforconvertingall(14)IScomputerlabenvironmentsfromtheNetbotzsurveillancesystem,whichistheendoftheline,totheCBORDNICEplatform,whichisthecurrentcampusstandard.Duringthisreviewperiod,wefinalizedthetotalnumberofcamerasneededinordertoprovidegreatercoveragewithafewernumberofcameras.P253-PACDisplayAdditionThisprojectinvolvesaddinganelectronicsignagetotheupstairsPAClobbyareaforaHallofFamedisplay.Thecontentwillberunbypowerpoint,withapossibilityofswitchingtoFourWindsatafuturedate.Duringthisreviewperiod,aninitialsystemdesignwascompleted,andupdatedfacilitiesworkquotedandsharedwiththeclient.Thisprojectcurrentlypendingclientapprovalandfunding.P271–NH210ConferenceRmRemodelThisprojectistoenlargetheNHConferenceroomtoaccommodateadditionalseating.Itincludesdemosouthwallanddoor/frametoextendtheconferenceroomtouseexistinghallwayspace,buildsmallnewwallandreusedoor/frame,buildnewwalltohaveonehourfirerating,conferenceroomdoorshouldhavenolock,installexitsigns(oneincorridorandoneabovedoor),installnecessaryemergencylighting,demoexistingbuilt-inbookshelvingrepair/paintwallasneeded,andSpec/purchasenewconferenceroommodulartables(2x4rectangles)tomaximizeroomseating.P272–OneDriveforBusinessProjecttoreviewOneDriveasapossibleBoxalternativeforfilestorageduetorisingcosts.ThisprojectisinterconnectedwiththeOffice365projectheavily.Duringthisreviewperiod,wereviewedDell’sSOW,workedwithUMtocleanupADaccounts,reviewedacoupledifferentdatamigrationtools,andbeganinternaldiscussionsrelatedtotimeline,costs,impactonusersetc.
InformationServicesAccomplishmentsJanuary-June2017
P273–Office365UMSystemistointegratecurrentADintoO365functions.Userswillthenhaveaccesstoallfilesandserverswillliveinthecloud.Thebaserequirementisthatwecanauthenticateagainstcurrentusernames,meaningADistheauthoritativeusernameandpassword.ThescopeofthissystemprojectistoinvestigatethereadinessofUMSystemtoimplementMicrosoftOffice365.Duringthisreviewperiod,theISPMinformedupper-levelmanagementatUMKCoftheprogressandworkedwiththeUMSystemProjectTeamtoaddressanyquestionsorconcernsfrommanagement.P280–SOD209AVUpgradeThisprojectispartoftheSchoolofDentistryexpansionprogramtoMissouriSouthernStateUniversityinJoplin.Forthisphasetwoproject,theIT/AVscopeincludesupgradingtheDentalSchoolselectedSODroom#209withsimilardistanceEdtechnologyastheroomupgradedinphaseone.Duringthisreviewperiod,ISattendedtheinitialprojectmeetings,receivedbudgetexpectationsfromclientandCFM,andbegantheprocessofworkingwithSKC(AVIntegrator)onnextstepsrelatedtodesign,estimating,andinstallation.Weanticipatethisinstallationwillcompeteoverwinterbreakof2017withaprojectcompletionofJanuaryof18.
InformationServicesAccomplishmentsJanuary-June2017
TMSSupportClientExperience
Foreachofthe693TMSsupportticketsreceivedduringthisreviewperiod,customersweresentaclientexperiencesurveytocomplete.WeareconvertingsurveyresultstotheNetpromotercustomersatisfactionmodeltocalculateouroverallNetPromoterScore.
• AverageNPSwas>90
o 100Promotersurveyresponseso 2Passivesurveyresponseso 1Detractorsurveyresponse
• ~15%ofallClientsresponded
9.81
9.88
9.93
9.89
8.89
10.00
9.83
9.75
10.00
9.89
9.00
10.00
9.63
9.60
10.00
9.83
9.67
10.00
9.72
9.75
9.93
9.89
9.00
10.00
9.74
9.73
9.97
9.88
9.14
10.00
8.20 8.40 8.60 8.80 9.00 9.20 9.40 9.60 9.80 10.00 10.20
January
February
March
April
May
June
TMSSupportAverageSurveyData
Average Overall Knowledge Timeliness Courtesy
InformationServicesAccomplishmentsJanuary-June2017
ILEClassrooms,VideoConferencing,DistanceEd,andOn-DemandVideo
ISmadegreatprogressonILEclassroomupgradeinitiativesduringthisreviewperiod.Wealsomanagedtokeepissueresolutiontimeslowminimizingtheimpactonstudentsintheclassrooms.Highlightsonoutlinedbelow.
• Completedtechnologyupgradesto29ILEroomstoHDwidescreendigitalvideo&projectionsystems,enhancedaudioprocessingwithwebconferencing,andvoiceoverIPfeatures.
• Resolved50%ofallILE/Classroomsupportissueswithin1hourand74%ofallsupportissueswithina24-hourperiod.
• PartneredwithCFMtodesigntechnologyandphysicalroomupgradestoRoyallHallroom111Auditoriumtohavebetterprojectionsystems,soundsystems,infrastructureforrecording,lighting,moldabatement,seating,soundtreatment,carpet,andpaint.
• PartneredwithDesktopSupporttoupgrade(85)ILEdesktopPCsaspartoftheProvost’sWorkstationReplacementProgram.
FY1625
FY1729
ScheduledFY1829
Future89
CLASSROOMUPDATESBYFY
FY16 FY17 ScheduledFY18 Future
50% 24%
26%
CLASSROOMISSUERESOLUTIONTIME
1Hour 2- 24Hours >24Hours
InformationServicesAccomplishmentsJanuary-June2017
• Successfullysupportedandmaintained~370ILE/AVsystems.Thesesystemsincludeclassrooms,conferencerooms,performancespaces,collaborationspaces,teachinglabsandsignagesystems
• Invested~$16kinequipmentandpartstokeepthecampusILEclassroomsandteachingenvironmentsupandrunning.Thisincludesreactivemaintenanceandrepairinitiativessuchasreplacingdefectiveequipment,projectorbulbs,batteries,damagedcabling,etc.
• Providedtechnicalsupportfor891newstreamingvideosaddedtoKalturabyfaculty&students• Supported793hoursofITVdistancelearningduringthisreviewperiod.Thechartbelowtracks
supportoverthelasttwoyears.
• Duringthisperiod,TMSprovidedsupportfor202hoursofrecordedHSBSimulationCenterevents.ThechartbelowtrackssupportsincetheAssessmentlabwasinstalled.
050100150200
Fall2015 Spring2016 Fall2016 Spring2017
HoursofHSBSimulationCenterEventsSupported
SchioolofMedicine SchoolofNursing
0
500
1000
Fall2015 Spring2016 Fall2016 Spring2017
HoursofITVDistanceEducationSupported
Pharmacy LaborStudies
InformationServicesAccomplishmentsJanuary-June2017
BuildingNetworkInfrastructure
ISmadegreatprogressonongoinginfrastructureupgradeinitiativeswhilesupportingphoneanddatarelatedadd,moveandchangerequests,alargenumberofburiedcablemarkingrequests,andsupporttickets.Thehighlightsaresummarizedbelow.SeeAppendix“C”fora10-yearsnapshotofbuildingwiringprogress.
• FinalizedCategory6infrastructureupgradesintheSchoolofMedicine(multi-yearproject)• Completed80%oftheCategory6infrastructureupgradesinCockefairHall
o Weexpecttocompletetheremaining20%duringthenextreviewperiod• Completed10%oftheCategory6infrastructureupgradesinScofieldHal
o Weexpecttocompletetheremaining90%duringthenextreviewperiod
• CompletedinfrastructuredemoinChemistryandBiologicalSciencesbuildingsaspartoftherenovationproject
• Inplanning/designphasefortheWholeFoodsofficespace,andtheDowntownArtsCampus.• InfrastructureServicesstaffattendedover21hoursoftraining• Completedover168moves,addsandchangesonvoicejacks,datajacks,andphones• Resolved133infrastructurerelatedtroubleticketsrecordedinITSM(Remedy)• MarkedUniversityburiedcableplantlocationsasrequiredbyMissouriLawforOneCallservices
426times
0%
50%
100%
SchoolofMedicine CockefairHall ScofieldHall
100% 80%
10%
20%
90%
InfrastructureUpgrades
%Complete %Remaining
InformationServicesAccomplishmentsJanuary-June2017
UMKCOperators
TheUMKCOperatornumber(ext.1000)handled~33500phonecallsduringthisreviewperiod.Ofthose~34Kcalls,userswereabletoself-routeapproximately75%ofthecallsusingourautomatedcallroutingtree.25%ofthecallsrequiredhumaninteractionfromcampusoperators.
• Developeddraftclientexperiencesurveyforoperatorsthatcapturesthecustomer'soverallsatisfactionwiththeinteractionandcategorizecalltypesfortrenddevelopment.Stillintestingphasewiththeplantogoliveduringthenextreviewperiod.
0 1000 2000 3000 4000 5000 6000 7000 8000
JanuaryFebruaryMarchAprilMayJune
CallsRouted/Processed
SelfRoutedCalls CallsAnsweredbyOperators
InformationServicesAccomplishmentsJanuary-June2017
AppendixC:BuildingNetworkInfrastructure
InformationServicesAccomplishmentsJanuary-June2017
AppendixD:NetworkArchitecture
• InstalledtimeclocksattheDentalSchool• InstalledCiscoAPIC-EMsoftwarefornetworkmanagement• InstalledCiscoIdentityServicesEngineforuserauthentication• UpgradedSafeconnectnetworkaccesscontrolsoftware(ResHallNetwork)tolatestrelease• UpgradedCiscoCallManagerserverstoversion11.5• UpgradedCiscoIPContactCenterserversversion11.5• UpgradedCiscoUnityvoicemailserversversion11.5• UpgradedCiscoVideoCommunicationServers(Expressway&Control)softwaretolatestversion• Installedorupgradedseveral“classroom”switchesaspartoftheILEroomupgrades• ReplacednetworkdistributionswitchesintheMedicalSchoolaspartoftheNSF“DarWin”grant• ReplacednetworkdistributionswitchesintheHealthSciencesBuildingaspartoftheNSF
“DarWin”grant• ReplacednetworkdistributionswitchesintheDentalSchoolaspartoftheNSF“DarWin”grant• ReplacednetworkswitchesinGeneralServicesBuildingaspartoftheBuildingSwitchRefresh
project• ReplacednetworkswitchesinScofieldHallaspartoftheBuildingSwitchRefreshproject• ReplacedUPSbatteriesin22TelecomRoomsacrossIHD,GeneralServices,ScofieldHall,Dental
School&HealthSciencesBuilding• Installed203"in-room"accesspointsinJohnsonHallresidencehall• Completedbuilding-widewirelessnetworkdesignsforLawSchool,BiologicalSciencesand
SpencerChemistrybuildings• Createdwirelessnetworkforwirelessdoorlockpilotproject• Registered&renewedvariousinternetdomainnamesforvariousdepartments• InstalledUPSsandnetworkmonitoringforPolycomvideoconferenceunitsintheHealthScience
Building
InformationServicesAccomplishmentsJanuary-June2017
AppendixE:InternalApplications
DatabaseServerDesign,Implementation&AdministrationProvidedsupporttoallcentral:
• Oracleservers• MSSQLservers• MySQLservers• Filemakerservers• CHI/HealthFactsservers• SchoolofDentistryAxiumservers.• DataWarehouseOracleservers• CBORDOracleserverpatchesandupgrades
SoftwareDesignandDevelopmentThefollowingnewsoftware/solutionswererolledoutduringthisperiod:
• NewUniversityLibrarieswebsite• SalesforceMOU/MOACRM• myCPE-SchoolofEducationCEeCommerceapplication• SEARCHonlineapplication• uAchievedataarchivetables
Softwareenhancementsandmaintenancewasprovidedforthefollowingcustomsoftwareapplications&websitesduringthisperiod:
• BlochSchoolwebsites• HonorsCollegeapplication• UMResearchResource• BlackboardSnapshot• BlackboardUserRequestSystem• IPh.D.SupplementaryApplication• ALEKS• UMKCAttendance• Roowriter• ISChangeManagement&Outages• CommencementRSVPwebsite• eLearningTracker• StarfishConnect• MidwestDentalConferencesite• ISLabsShiftTrackingSystem• BlackboardUserRequestSystem• Communiversity• AdmissionsOrientationRegistrationWebsite• SBSStudioLogs
InformationServicesAccomplishmentsJanuary-June2017
• UMKCPolls• CampusPolicePropertyRegistrationWebsite• Moodle• ExitExams• UMKCQR• OutlookPhotos• ConsultingActivityReportingsite.• WebEx• RooEval• StudioAbroad• CivitasIllume• UR-Linked• Canvas
SoftwareAdministration
• ServedastechnicalcontactfortheCourseLeafCatalogsoftware• WordPressmanagement,setupandadministration.• TrumbaCalendarmanagement,setupandadministration.• Createdandupdatedmultipledistributionlists.• RegonlineeCommerce.• Weeklyterminationreportsprocessing.
ScanningServices
• Generatedseveraldetailedreportsfordepartmentsbasedontheirevaluationscandata.
InformationServicesAccomplishmentsJanuary-June2017
AppendixF:InformationServicesSecurity
Weupgradedtheedgecampusfirewallwiththenewestgenerationofequipment,enablinghighertrafficspeedsforthecampusInternetconnection.TheoriginaltrafficlimitwasinthefiveGigabit/secrange,thenewlimitisinthe10to15Gigabitrange.
Thecampusdatacenterfirewallwasreplacedwiththeoriginalcampusedgefirewall,allowingasignificantspeedincreasefortrafficthroughthedatacenter.Theoriginallimitwasinthe2.5Gigabit/secrange,withtheextrafilteringoptionsdisabledonthemigratedfirewalls,wecanget8to10Gigabit/sec.
PhishingandSpamreportingbuttonsweredeployedtomostcampusWindowscomputers.ThisreportsthejunkmessagestoMicrosofttohelpbettertunethespamandjunkfilteringofouremailsystem,andtohelpclosedownthemostcommonspamsources.
WeworkedtodisabledavulnerableWindowsfilesharingprotocolasrecommendedbyMicrosoft.Thisfurtherreducesthevulnerabilitysurfaceofthecampus.
WeprovidedinputandassistancewiththefirstroundofOffice365planningforFacultyandStaffuse.
NewupgradedVPNclientswerecreatedandpublishedforUMKCremoteusers.TheconnectionupdateimprovesVPNsecurity,andinthecaseofWindowsusers,helpsovercomesituationswhereVPNtoUMKCmaybeblocked.
Weassistedwithanissueonaprinterfirmwarevulnerabilitythatcausedprinterstobeunavailableundercertainnetworkconditions.
InformationServicesAccomplishmentsJanuary-June2017
AppendixG:MOUs
BlochSchoolofManagement
IScontinuestoprovideITsupportandservicesfortheBlochSchoolofManagement.ListedbelowisanoverviewoftheservicesprovidedtoBlochoverthelast6months.
• Technicalsupportforspecialevents,conferences,careerfairs,etc.continuestobeaprimaryfunctionoffulltimeISandstudentstaff.
o BlochExecutiveHallaverages5to10eventseachweek.§ Theseeventsrangeinsizefrom10-200attendees.
o 311eventshavebeenscheduledsofarin2017.§ 116ofthosehaverequested/wereprovidedsupportbyBlochISstaff.
• BlochIScontinuestopublishanewsletterthatprovidesallBlochfacultyandstaffwithcampuswideISupdates,Blochspecificupdates,tipsandtricks,Clientexperienceresultsandcontactinformation.
• BlochISdevelopedanddeployedanoperatingcostreductionplannowrunson100%rebuiltlampassemblies.
o OEMrawlampsareorderedandfailedlampassembliesarerebuilt.§ Lamplifeisidentical.§ Lampcosthasbeenreducedby70%annually.
• BlochIScontinuestomanagethecontractedrelationshipwithSKC(Audiovisualintegrator).o SKCcurrentlyfunctionsasanintermediarybetweenUMKCandequipmentvendorsfor
replacementandrepair.o Notablepiecesofequipmentreplaced/pulledforrepairshaveincluded:
§ SennheiserMicrophoneAntennaDistributionamplifier.§ ExtronAudioAmplifier.§ CrestronScalerPowerSupplies(4).§ CrestronRoomController.
• BlochISmaintainsacloserelationshipwithMarketinginrelationtodigitalsignage(FourWinds).o ContenteditinganddeploymenttoBloch’sFWIplayersishandledbyIS.o FWIhardware/softwarefunctionalityisaresponsibilityofBlochIS.
• BlochISstaffperformsdailypreventivemaintenancechecksinallBlochclassroomspacespriortothestartofmorningclassesdailytominimizedisruptions.
o Ontopofstandardtechnologyissuereportingmethods,BlochutilizesroomlogstoallowourClientstoaskquestions,requesttrainingandreportissues.Informationfromthesearecollectedduringthesemaintenancechecks.
• BlochtechnicianssupportbothHeritageandExecutiveHallsandareavailabletoassistClientsduringallclasshours.
o Techniciansarescheduledinbothbuildingsbasedonclassschedule.§ ThisensureswemeetClientsupportexpectationsaswellasourfinancial
obligationsinrelationtolaborspend.o Techniciansarescheduledonweekendswhenclasses/eventsdictate.
• BlochIScontinuestoputastrongemphasisonClientExperience.o 26%ofclosedticketsresultedinasurveysubmissionbytheClient.o NPSforBlochISfrom1/1/2017to7/1/2017was100.
InformationServicesAccomplishmentsJanuary-June2017
InformationServicesAccomplishmentsJanuary-June2017
InformationServicesalsometregularlywiththeSchoolofManagementforvariousprojectsandinitiatives.ListedbelowareafewoftheaccomplishmentsISsuccessfullyachievedoverthelast6months.
• DeployedLanschool®inBlochExecutiveHallrooms211and413tohelpfacilitatecollaborativelearningexperiences
• AddedSkype/WebexcapabilitytoBlochExecutiveHallroom419
• SupportedtheAssociationtoAdvanceCollegiateSchoolsofBusinesswiththeirtechnologyneedsduringtheirreview
• MigratedallnetworkprintersfromaBlochprintservertothecampusprintserver,eliminatingtheneedforduplicateserversandreducingsupportcostsbyaligningBlochprocesseswiththecentralISteam
• VITATaxProgram.Thisprogramoffersfreetaxhelptostudentsneedingassistanceinpreparetheirowntaxreturns.ISsupportedthetechnologyneedsforthisprograminBloch005
• WorkedwithBlochFacultyandStafftoensuretheirmanysoftwareneedsweremet.• SupportedstudentprintingneedsintheBHH005computerclassroombykeepingsupplieson
handandprintersreadyforuse.Over1,660printjobswereprintedinBHH005,totalingover9,900pages
• 469individualsusedtheBHH005computerclassroomduringthisperiod• ClearedoutbacktwosectionsoftheBHH110computerlabinpreparationforrenovations• SupportedstudentprintingneedsintheBHH005computerclassroombykeepingsupplieson
handandprintersreadyforuse.Over1,660printjobswereprintedinBHH005,totalingover9,900pages
• 469individualsusedtheBHH005computerclassroomduringthisperiod• ClearedoutbacktwosectionsoftheBHH110computerlabinpreparationforrenovations
SchoolofNursingandHealthSciences(SoNHS)andSchoolofPharmacy
IScontinuestoworkwithNursingtosupporttheirITneeds,includingregularmeetingswiththeITOpsCommittee.Asnewprojectscomeup,thisallowsustoprovideguidanceandtechnicalresourcestoensuretheirgoalsaremet.BelowaresomeoftheprojectsISwasinvolvedin.
• IShasprovideddailyroomchecksandas-neededtechnicalassistanceviaITSM,phoneanddirectreports.
• LaerdalSimView"Simulationlab”ISprovidedon-demandoperationalassistanceinthisspace,aswellason-calltechnicalsupportwhenneeded.
• IShasdocumentedandsharedbudgetaryestimatestomaintainsupportforKBPortequipmentinthe"SONDispensinglab".
• IShasinitiatednegotiationstoreducethecostofmaintainingsupportintheLaerdal"SimulationLab"
• AftertheinstallationphaseofP2284thfloor“SONdispensinglab”,ISstaffhaveprovidedsupportondemand.
• ISprovidedbudgetaryestimatestomaintaintechnologyinfrastructure.
InformationServicesAccomplishmentsJanuary-June2017
ListedbelowareafewoftheprojectsweworkedonwiththeSchoolsofPharmacyandNursingandHealthSciences.
ExamSoft.IShasfullyimplementedExamSoftandPharmacyissuccessfullyusingthistostreamlinetheirtestingprocess.
NiaRx.ISworkedwithPharmacytoimplementNiaRX,whichisaweb-basedsoftwarelearningplatformofferingaugmentableandescalatingcare-planningcasestudiesforstudentsandfacultyofhealthcareprofessions.PharmacyisexpectedtostartusingthissolutionintheFallsemester.
Laerdal.StartedplanningforfutureLaerdalSimViewupgrade.LaerdalisacriticalsystemusedbymanyoftheAcademicgroupslocatedonHospitalHill.
IScontinuestoworkwithPharmacytosupporttheirITneeds,includingregularmeetingswiththeITOpsCommittee.Asnewprojectscomeup,thisallowsustoprovideguidanceandtechnicalresourcestoensuretheirgoalsaremet.BelowaresomeoftheprojectsISwasinvolvedin.
• IShasprovideddailyroomchecksandas-neededtechnicalassistanceviaITSM,phoneanddirectreport.
• ISprovidedbudgetaryestimatestomaintaintechnologyinfrastructure.• IScontinuedtoprovidetechnicalsupportformultiplecampuslocations,includingthemain
facilityatHSB,theMUlocation,aswellasthesiteontheSpringfieldcampus,andprovideddailycoordination/supportfordistancecoursesbetweenUMKC,MUandMSU.
• ISinitiatedregularinternalmeetingsbetweentechnicalservicestaffatSoPcampusesanddesignengineerstoexpeditesolutionsforpersistentproblemsandhelpinformfutureinfrastructuredesigns.
• ISworkedinternallyandwithMOREnettoresolvedialingandconnectionmodalitywithupgradedVCbackboneequipment.
• ISinitiatedaprojecttoexamineapotentialconversionfromvideoconferencinghardwaretosoftwarebasedplatforms.Suchaconversionmaydrasticallyreducesystemmaintenancecostsandmayintroducesupportefficiencies.
• WorkedwithISprojectteamsontherenovationsprojectforBiologicalSciencesbuilding.Thisinvolvedmovingalllabsandfacultyequipmentfromthevariousfloorstootherspacestoaccommodatetherenovations.
• UpgradedthecomputerthatcontrolsthedepartmentsGelLogic200camera.ThisrequiredmovingthecameratoaneweriMacandconfiguringtheuseofMicroManger,asoftwareprovidedfreeofchargefromNIH,tocontrolthecameraandtheimagesittakes.
InformationServicesAccomplishmentsJanuary-June2017
SchoolofComputingandEngineering(SCE)
SupportServicesworkedwithSCEandtheITOpsCommitteeChairtoreviewandplanlabupdatesincludinganyneworchangestosoftwareforboththephysicalandremotelabsfortheFallsemester.Aftermuchdiscussion,softwarewillbepurchased,packagedandconfiguredoverthesummermonthsfor100+softwaretitlescurrentlyinuseatSCE.Thesecommitteemeetingsarevital,particularlywithSCE’scontinuallychanginglabenvironmentsandtheirexpandingcurriculum.Additionally,SupportServicesaccomplishedthefollowing:
• Setup4LinuxbasedAlienwareGPUsystemsfortheMultimediaComputingLab• Configured4specializedPrecision3620workstations,whichareveryhigh-endresearchsystems• StaffedSchoolofComputingandEngineeringlabsforextendedhoursduringfallsemester
midtermsandfinals• Supportedstudentprinting.Over74,100printjobswereprintedintheSCEcomputerlabs
locatedinrooms364,460,462,463,and464,totalingalmost644,700pages• 1,396individualsusedthegeneral-usestudentcomputerlabsduringthistimeperiod
CollegeofArtsandSciences(A&S)
• WorkedwithCommunicationStudiestoprovideday-to-daymanagementofthe19-seatApplecomputerlabinHaag103.Thisrequiredthecoordinationandinstallationof19datajacksandthecreationofanewup-to-dateimage.Historically,thissupportwasprovideddirectlybyfaculty.
• ConsultedwithnewGeosciencesProfessoronthecreationofanewresearchlab.Thislabincludesonehigh-poweredGPUworkstationandtwoothersystemsforusebygraduateresearchassistants.Thislabspacealsocontainsaninteractivecollaborativemeetingspace.
SchoolofEducation(SoE)
• ISperformedamajorredesignofSoEcomputerlabs.Thisincludedmovingacomputerbasedteachinglabfromroom034toroom129B.AsaresultofthischangetheIScomputerlabin129Bhadtoremovedandthecomputersrepurposedinanotherlab.
• AssistedthecounselinggrouplocatedwithintheSchoolofEducationwithoptionsonschedulingandrecordkeepingofsessions.Thisincludesconsultingonsoftware,hardware,andthesecurityconcernsassociatedwiththestorageofsensitivedata.
InformationServicesAccomplishmentsJanuary-June2017
SchoolofLaw
InformationServicesworkedwiththeITOpsCommitteechairthroughouttheyearonseveralkeyprojects:
• RooLaw.Overthelast6monthsIShasautomatedtheentiredataimportprocessforthiskeyservice.Thiswillnotonlygreatlyreducestafftimebutalsoprovidemoreconsistentandreliabledata.ThissignificantprojectinvolvedseveralgroupswithinIS.
• ServerOSUpgrades.UpdatedtheTaxserverto2016tostayonasupportedOS.• ExamSoft.WorkedwithLawandExamSofttointegrateShibbolethforauthentication.Thiswill
streamlinetheloginprocessforbothstudentsandfaculty.• Printers.MigratedallnetworkprintersfromaLawprintservertothecampusprintserver.This
eliminatedtheneedforduplicateserversandreducessupportcostsbyaligningLawprocesseswiththecentralISteam.
ConservatoryofMusicandDance
WiththesupportofInterimDeanPetrella,ISwasabletoutilizeexistingequipmentintheConservatoryandestablishasmallvideoeditinglab.
NationalMuseumofToys/Miniatures
• AssistedwithanupgradetotheToyandMiniatureMuseum’s
QuickBooksinstallationaswellastheirpointofsalesystems.• ConductedanupgradeofPastPerfect,asoftwarepackageusedto
inventoryandtrackmuseumexhibits,tothelatestversiontobecompatiblewithWindows10.
• ImprovedtheworkflowandupgradedvariouscomputertoWindows10.
ResidenceHalls
• Supportedstudent-printingneedsintheResidenceHallcomputerlabs.Over17,700printjobswereprintedintheOakPlaceandJohnsonHallcomputerlabs,totalingover101,000pages.
• 694individualsusedtheseResidenceHallcomputerlabsduringthistimeperiod
InformationServicesAccomplishmentsJanuary-June2017
KCUR
• PCI.KCURhasbeenworkingcloselywithUM’sTreasuryOffice,UMKCSecurityteamandAllegianceSoftwaretomakechanges.KCURaddedanadditionalanewsecurecomputertomanagecertainprocesses.• RadioDataSystem(RDS).KCURhasbeenembeddingRDSdataintheFMbroadcastformanyyearsbutwithrecentadditions,theywillbeabletoproviderealtimeupdatestothisdata.KCURwillnowgetupdatesfromNPRonprogramingandthensendthisRDSdataouttothelisteners.Inaddition,KCURwillbeabletoprovidespecificmessagesforlocalshows,newscasts,etc.Thisisalargerprojectthatshouldbecompletedby7/31/17.
• KansasNewsService(KNS).KCURhasrecentlyenteredintoajointagreementwithKNStoenhancetheircoverageinKansas.AspartofthisprocessISfacilitateddirectnetworkingconnectionstoTopeka,installedandconfigurednewequipment,anddevelopedprocessesforremotemanagementofthisextensionoffice.Aspartofthis5additionstaffwereaddedtoKCUR.
• ServerOSUpdates.Inthelast6months,KCURhasmovedtwovirtualserverstothenewest
OperatingSystem.KCUR’sstreamingserverwasrebuiltandthentheprimaryfileserverandAllegianceTrafficserverwasrebuilt–bothwithlittleornodowntime.
AppendixH:AcademicEnhancementAccomplishments
SchoolofEducationFaCETConferenceSinglecameraeventcoverageDept.ofUrbanEducationevent(recordandproducetwoStudentteacherevents)SchoolofBiologicalSciencesEditsessionwithLorettaKlamm(useofmicroscope)TwonewlabdemorecordingswithLorettaKlammKClifesciences2camera(recordtwoevents)SchoolofPharmacyLabProcedurere-shootsforDr.McQueenPharmacyrecordingtwocameraPharmacyrollplayvideoDepartmentOfDiversity,EquityAnnualFreedomBreakfasttheAfrican-AmericanStudentUnion(TAASU)RecordStudentsforPrideBreakfastandonealumRecordPrideBreakfastAlumnieventCesarChavezLecturerecordViceChancellorsOffice
InformationServicesAccomplishmentsJanuary-June2017
AcademicPortfolioReviewsessionswithrpkGROUPrecordandproduceUpcomingBudgetForumrecordandstreamChairsandDirectorsmeeting(4ofthese)OpenFacultyMeetingwithProvost(twolocations)RecordConsultanttalk(Singlecameraeventcoverage)OpenFacultyMeetingLivestreamingrequestedBlochSchoolofManagementRecordBlockClassintroRecordFirstWednesdays(3duringthisperiod)Guestspeaker:JonHosler,ProductManageratGarminInternational,Inc.BlockClassWaiLeeBlochSchoolclasslectureRecordLauraBethYatesBlockClassRecordDavyeonRossBlockClassSchoolofEconomicsEconomicsClublectureSUTheater(2times)MeetingtodiscussafutureproductionforDept.ofEconomicsConferenceSchoolofEducationCommunityofScholarsEvent2017SOEUrbanEducationandCommunityForumSingleEventrecordandlivestreamSIDLITConference–VideoProductionandanimationDepartmentofBlackStudiesSaturdaymorningrecordingforupcomingBlackStudiescoursesClosingRemarks/Imagesrecordedforabove(ineditsuite)RecordgallerytourforaboveexhibitionforVTS(VisualTrainingStrategy)Chancellor’sOfficeMcCownGordonConstructionCompanymeeting(Streamandrecord)TroyLilleboVideofixRecordandstreamallcommencementceremoniesSwinney/WhiteHall/KauffmanPACSchoolofNursingSNApresentations(recordtwopresentations/deliverfootageformarketingcampaign.SNAMeeting-GradPresentations(recordevent)Dean'sMessagew/VideographerDeanCarynewstudentwelcomeReshootDeanCary’swelcomeMECWheelversion2(re-animateandvoiceover)SchoolofComputingandEngineering“NanotechnologyforEnergySaving,Generation,andStorage”(recordevent)ConservatoryofMusicandDanceRecord/streamfirstnightofOpera(produce-finishedshowforDept.)Record/streamsecondnightofOpera(produce-finishedshowforDept.)
InformationServicesAccomplishmentsJanuary-June2017
MCOMMStudentrecordingformarketinggroup(fourseparateshootswithpostproduction)SwinneyRecreationSwinneySeniorsvideo(recordandproduceover3days)SchoolofLawRecordDeanSuniProgramSchoolofLawAssist/TestSU401audio/videosystemwithlawschoolfolksfortheireventDepartmentofHistoryDiastoleEventwithA.Bergerson(multicamrecordandprovidefootage)SchoolofDentistryWhiteCoatCeremony(Setup/recordandproduce)Multi-culturalStudentAffairsWomenofColorLeadershipConference(recordandproduce)MiscellaneousAccomplishmentsAVIDandNexisUpdates
InformationServicesAccomplishmentsJanuary-June2017
AppendixI:FoundationServices
ISFoundationServices(ISFS)providessecure,professionallymanageddatacenterstomeetthegrowinginformationtechnology(IT)needsofacademicandadministrativeunitsatUMKC.ISFSservesastheprimarysystemadministratorsfor400+serversaswellasprovidingassistanceandtechnicalsupportforcampusITLiaisons.Storage/SAN/Backup
• UpgradedourprimaryVMstorage(Nimble)toNimbleOS3.8.1.
• UpgradedCommVaulttoversion11,shorteningourbackuptimeby25%.
ITSM(Remedy)
• AspartofaUMSystemsharedinitiative,ISFShostedtheITSMinfrastructureandexceededthegoalof99.9%uptime.
• ProvisionednewRemedy9development,Q&A,andproductionenvironmentsinpreparationforRemedyupgrade.
ServerVirtualization
• UpgradedvSphereenvironmentto5.5UPatch10,andbeganplanningvSphereupgradeto6.5,scheduledforAugust.
• Provisionedapproximately20newvirtualservers.
• ContinuedtotargetphysicalserverinfrastructureforvirtualizationbyworkingwithITLiaisonstoretireaginghardware.
• ContinuedutilizingAmazonWebService(AWS)includingVMsinEC2,anddatainS3andGlacier.
Miscellaneous
• Remediedandclosed616Remedytickets.Ticketcompletiontimescontinuetobeheldlow.
• RebuiltSCETuxcluster,expectedgolivedateinAugust.
• MultipleserverOS(WindowsandLinux)andapplicationupgradesincludingRedcap,Stash,DropBox,Confluence,JIRA,BitBucket,ColdFusion,Cadence,SynopsysandWordPress.
• Shibbolizeddozensofwebsitesandmultiplenewservicesallowingsinglesign-on.
InformationServicesAccomplishmentsJanuary-June2017
• BeganplanningActiveDirectoryDomainControllerupgradesfromServer2012R2toServer2016.
• DevelopedLinuxbasedOSimageforfutureWordPresssites.
AppendixJ:InstructionalTechnologies(ITS)
ITSworkedwithBlackboardandothercampusgroupstomoveourBlackboardinstancefromBlackboard’sManagedHostedenvironmenttotheirSaaS(software-as-a-service,cloud-hosted)environmentduringthelasthalfof2016,andcompletedtheworkinJanuary2017.ThemigrationresultedinseveralBlackboardoutagesduringtheearlypartofthespring2017semester,butweworkedwithBlackboardonremediationsteps,andithasbeenstablesincethen.Becauseofourissueswiththismigration,ITS,inpartnershipwithUMKCOnline,beganlookingattheCanvasLMSasapossiblereplacementforBlackboardinthefuture.ProctoringproductslikeRespondusMonitor,andvideoservicessuchasPanoptoandKaltura,continuedtobepopularamongfacultyandstudents.Emergingtechnologiesintheresponse-warerealmpromptedustodevelopandimplementapilotofTopHat,apotentialreplacementforTurningTechnologiesClickerproducts.Thispilotwillrunthroughfallsemester2017.
BlackboardCourseandOrganizationUsage(January2017throughJune2017)Foliotek
• FourSchoolofDentistryprograms(webaccess).• OneSchoolofNursingprogram(BbLTIintegration).• 820usersintotal.• 98newregistrations(Jan-June2017).• Notechnicalissuesreported.
Program NewRegistrationsJan-Jun2017
TotalNumberofStudents
BSDHClinicalEntry 30 146BSDHDegreeCompletion 3 30DentalHygieneGraduates 6 24Predoctoral 1 432SON 58 188
BlackboardCollaborate
• Nomajorserviceinterruptionsreported.• NosystemstatisticsavailableforUltrausageatthismoment.
InformationServicesAccomplishmentsJanuary-June2017
UsageBreakdown(ClassicEnvironment) Jul-Dec2016 Jan-Jun2017 Change
SessionsLaunched 3999 3109 -22%Recordings 748 696 -7%MaxConcurrentSessions 10 10 --Attendees 18394 15369 -16%MobileAccess 959 1361 +42%DesktopAccess 16671 12602 -24% AverageSessionsLaunchedMonthly 666 518 -22%AverageAttendeesMonthly 3066 2561 -16%
VoiceThread
• 46Bbcourses/organizationsunitizedortestedVTduringJan-Jun2017.• 929VTcreatedbybothinstructorsandstudents.• Nomajorservicetechnicalproblemreported.Mostcaseswereusererrororhardwareissue.
TurningTechnologies(Clickers)
• 9500+studentregistrationaccumulated(handheldclickersor/andmobiledevices).• 70+ILSClassroomsarenowTTenabled.• SoftwareVersioninILEclassroom5.4• TheBbbuildingblocktoppedworkingafterasystemupdate.Studentswereaskedtore-register.• TopHatwillbepilotedinFS2017asapotentialreplacementofTurningPoint.
RedCAP
• Nomajorissuesreported.
ByDec2016 ByJun2017ProjectsTotal 383 449ProductionType 142 163DevelopmentType 226 268ActiveUsers 379 422Surveyresponses 14464 20317
WebEx
• Nomajorsystemissuereported.• Currenthostseatslimit3301.
Jul–Dec2016 Jan-Jun2017 Change
InformationServicesAccomplishmentsJanuary-June2017
NewUsers 246 112 -172%TotalUsers 304 424 +39%Meetings 1186 1104 -7%TotalDuration(minutes) 58278 53907 -7%TotalAttendee 2967 2984 +0.5%Teleconference(minutes) 67209 42443 -37%VoIP 58156 72613 +25%
Panopto
UMKCstartedusingPanoptoforallclassesduringthefall2016semester.Panoptodataiscollectedforusage,useraccess,recordingcounts,andmore.
UserViewingUsage:
Numberofusers Minutesviewed Numberofsessionsviewed8188 3774739 108924
UserCreationUsage:
Numberofusers Minutescreated Numberofsessionscreated800 183034 5272
Folderusage:
Numberoffolders* Views UniqueViewers Minutesviewed903 189153 16913 3742416
SessionUsage:
Numberofsessions** Views UniqueViewers Minutesviewed6984 189153 106155 3742416
*Onefolderisonecoursesite**Onesessionisonerecording
Moodle
Activecourseandorganizationsites:82
InformationServicesAccomplishmentsJanuary-June2017
SharePoint
• UMKChas48sitesrunningforfaculty,staffandresearchpurposes.AllnewSharePointusersarenowencouragedtouseUMKCbox.
• Totaluniqueusers:3504
ListServ
ListServUsage
Term Lists Subscribers Postings EmailsSent(millions)
SP2017 563 241,724 28,768 2,718,112
CustomerSupport
RequestsforsupporttoITScancomethroughmultipleavenues.Phonecallsduringbusinesshours,aswellasemailsandrequestsmadethroughtheBlackboardRequestSystemaretriagedandaddressedbytheITSHelpDeskandfull-timeITSstaff.ThetablebelowrepresentstheserequestsforsupportthatweresubsequentlyloggedintotheITSMticketingsystemoverthelasttenquarters.
TimePeriod NumberofRemedyTicketsHandledbyITS
Q1&Q22015 967Q3&Q42015 945Q1&Q22016 1255Q3&Q42016 741Q1&Q22017 852
Blackboard24x7HelpDesk
BetweenJanuary2017andJune30th,theBlackboard24x7helpdeskfielded1748requestsforsupportfromUMKCclients,resolvingapproximately70%ofissuestheyreceived,andescalating30%ofissuesbacktoITSforresolution.
Status Jan Feb Mar Apr Jun Jul TotalResolvedbyBlackboardHelpDesk 186 112 143 86 93 115 735EscalatedtoITS 64 48 54 41 27 22 256Total 250 160 197 127 120 137 991
InformationServicesAccomplishmentsJanuary-June2017