contents · in may 2013, a restructuring initiativemoved ru express, parking services, laundry and...

2 | Division of Information Technology

TABLEOF

Appendix A - Supported Systems

WebCommunications

Technology Assistance Center

Project Management and Audit Compliance

PrintingandVendingServices

IT Infrastructure

Academic Technologies

Contents

184-5

Table of Contents 15-162

DivisionOverview 173

AuxiliaryServices 196

Electronic Engineering and CommunicationServices 20-217-8

Enterprise Systems 229-11

IdentityandAccessManagement12 AppendixB-AlignmentofDivision HighlightswithUniversityStrategic Goals23

InformationSecurity13-14

Division of Information Technology | 3

DIVISION HIGHLIGHTS

DIVISIONoVeRVIeW

OVerVIew

The2012-13DivisionofInformationTechnologyAnnualReportprovidesanoverviewofthemajoraccomplishmentsofthedivisionfromJuly1,2012throughJune30,2013,aswellasgoalsforfiscalyear2014.

MISSION STaTeMeNT

TheDivisionofInformationTechnologyiscommittedtodeliveringastrategicadvantagetoRadfordUniversitybyfosteringcreativeandinnovativeuseoftechnologytoachievetheUniversity’sobjectives.Thedivisionpromoteseffectivestewardshipofinformationassetsandprovidesasecure,highlyreliabletechnologyinfrastructurealongwithhigh-quality,customer-orientedservicesandsupport,soastomeettheever-changingneedsofstudents,facultyandstaff.

SpecIaL awarD aND recOGNITION

MultimediaproducerJaslynGilbertreceivedtheBestofShowawardattheannualUniversityPhotographers’AssociationofAmericasymposiumforaphotoessayoftheuniversity’sWildernessInstitute.ShealsoreceivedanhonorablementionintheFeaturesandIllustrationscategoryandwashonoredfourtimesduring2012-13intheassociation’smonthlymultimediacontest.Meanwhile,DirectorofWebCommunicationsJaimeHuntreceivedtheUPAA’sBoardAppreciationAwardfor“significantimpactontheprofessionofphotographyinservicetohighereducation.”

aUXILIarY SerVIceS reOrGaNIZaTION

InMay2013,arestructuringinitiativemovedRUExpress,ParkingServices,LaundryandVendingServicestotheDivisionofFinanceandAdministration.TelephonebillingandmultifunctioncopiersupportandbillingremainwithintheDivisionofInformationTechnology.

►Digitalsignageinfrastructurewasupgradedwithmorethan 60newLEDlarge-screenmonitorsandnew,Radford Universitybrandedvisualidentity.► Migrationofallofficialuniversitywebsitesintothecontent managementsystemwascompleted,roughlyninemonths aheadofschedule.► Amobilewebsitewasdevelopedthatallowsforallcontent housedinthecontentmanagementsystemtobeviewedina manneroptimizedformobiledevices.► PhaseIIoftheidentityandaccessmanagementprojectwas completedandacontractawardedtomoveforwardtothe nextphaseofthisproject.► Athree-screenimmersivetelepresencesystemwasinstalled, providingastate-of-the-artvideoconferencingfacility.► AnIntrusionPreventionSystem(IPS)wasinstalled,greatly increasingnetworksecuritybykeepingunwantedand potentiallydangeousInternettrafficfromenteringthe university’snetwork.► Enhancedsoftwareforstudent-ownedcomputers, classroomsandlabsneededforresearchandinstruction.

► AnewRUExpressIDcardwasdesignedtoprovideupdated identifyingphotosandincreasedsecurity.► EnhancedRUmobilewithadditionalfeaturesincludingabus trackerwitharrivaltimes.► ConductedareviewofRiskAssessments,DisasterRecovery Plans and Business Impact Analysis to help ensure a secure computingenvironment.► Anewhybridemailsystemwasimplementedincluding on-premiseExchange2010andCloud-basedOffice365.► SuccessfullycompletedanauditwiththeAuditorofPublic Accountswithnofindingsreported.► ContinuedtoenhanceandupgradeITinfrastructureto supportinformationsystemsandservicesinasecure,highly availableandhigh-performingenvironment.► Continuedtodevelopnewfeaturesandfunctionalityinthe BannerERPsystemandotherancillarysystemstoimprove efficienciesandprovideinformationforstrategicdecision making.► Continuedtoupgradeclassroomsandotherlearningspaces withthelatestindigitaltechnology.


MajOr accOMpLISHMeNTS

Desire2Learn (D2L) Workshops, Online Resources and UpgradeAcademicTechnologiescontinuestoplayakeyroleinthetraining,supportandmaintenanceoftheD2Lcampuslearningmanagementsystem.EighteenD2Lworkshopsandapproximately20one-on-oneconsultingsessionswereheldtoassistfacultywithlearningtouseD2L.Aftercarefulplanningandtesting,D2Lwasupgradedfromversion9toversion10inMayof2013.Thisupgraderesultedinanewuserinterface,whichrequiredthedevelopmentofnewonlinetutorialsandseveraldemonstrationsessionstoprovideuserswithinformationonnavigatingandusingtheupgradedsystem.

Implementation of Check-Out LaptopsAcademicTechnologiesimplementedalaptopcheck-outsystemtoaddressdepartmentalrequestsforsecondarylaptopsneededonanoccasionalbasis.Three-year-oldlaptopsreturnedbyfacultymemberswhoreceivednewmachinesarerepurposedascheck-outmachines,thusallowinguserstohavenewermachinesthantheirdepartmentmaybeabletoprovide.Thesystemensuresthatthesecheck-outcomputershaveanup-to-date,consistentimage,whichnotonlyprovidesapositiveuserexperiencebutalsoensuresstabilityandsecurity.Thecheck-outmachinesareintendedforfacultytravelingtoconferencesoroutofthecountryandforadjunctandgraduateassistantuse.

Upgrade to Adobe ConnectInJanuary2013,AcademicTechnologiesworkedcloselywiththeCenterforInnovativeTeachingandLearningandothermembersoftheDivisionofInformationTechnologytoupgradethehighlyusedwebconferencingtool,AdobeConnect.

Virtual Desktop ImplementationAcademicTechnologiescontinuestostrivetoprovideasystemthatwillallowfaculty,staffandstudentstoremotelyaccesssoftwareinasimple,intuitiveandsecuremanner.AnewCitrix-basedVirtualDesktopInfrastructure(VDI)environmenthasbeensetuptomeettheseneeds.TestingiscurrentlyunderwaywithananticipatedfallrolloutforremoteaccesstoSAS,SPSS,MapleandJMP.TheCitrixtechnologyallowsaccessnotonlyfromWindows,butalsofromothersystems,includingOSX,iOSandAndroiddevices.

TestingisalsounderwaytoutilizeCitrixforoff-campusaccesstoInternetNativeBannerprovidingmoresecureremoteaccess,includingtwo-factorauthentication.Inadditiontoenhancedremoteaccess,Citrixisalsobeingconfiguredfor“streaming”computerimagestoreducetheamountoftimerequiredtomanagestudentworkstationsacrosscampus.

Patching of Adobe Flash Player, Adobe Reader, and Java AcademicTechnologiescontinuestoworktoenhancethepatchingofthird-partysoftwareoncampuscomputers.AdobeFlashPlayer,AdobeReader,andJavawereupdatedinallmultimediaandlabmachinesonamonthlybasis.AsofMay2013,63%ofWindows7computershavebeenequippedwithtoolsthatallowremoteinstallationofthelatestsoftwareversions.

ACADEMICteCHnoLoGIesMISSION STaTeMeNT

ThemissionofAcademicTechnologiesistoprovideandsupportahigh-quality,customer-orientedtechnologyenvironmentforfacultyandstudentsthatsupportstheinstructionalandresearchneedsoftheuniversitycommunity.

BY THe NUMBerS

► 91 technology workshops were provided to faculty and staff► 260 faculty and staff computers were upgraded (PC and Macintosh)► 11 computer labs were upgraded (PC and Macintosh)► 23 new faculty were provided with computers


ACADEMICteCHnoLoGIes

COBE Trading RoomWiththeopeningoftheCOBEbuilding,AcademicTechnologiesinstalledstate-of-the-artall-in-onecomputerswithtouch-screencapability. Each computer station allows students to utilize the dualmonitorfunction.AcademicTechnologiesstaffalsoassistedintheinstallationandimplementationofaBloombergterminalthatprovidesstudentsareal-worldexperiencewithmonitoringandanalyzingreal-timefinancialdata.Inaddition,stafftrainedfacultyonhowtousetheNASDAQstocktickerandcustomizeotherfinancialdisplaysinthetradingroom.

Computer Lab UpgradesAcademicComputingupgraded11computerlabsduringthisfiscalyear.Amajorityofthesesystemswerereplacedwithall-in-onetouchscreencomputers,providingsupportforfuturetechnologiesandenhancementsastouchscreenoperatingsystemsbecomemorepervasive.DuringAugust2012,computerswerereplacedinDavis114,Cook124,Cook125,Cook222,Walker225andtheRoanokeHigherEducationCenter. InMay 2013, computerswere replaced inWalker225,Walker221,Peters144,Whitt222andtheHurlburtStudentCenter.

Windows 8 TestingAcademicTechnologiesbegantestingofWindows8.SeveraltouchscreenWindows8machineswerepurchasedtoallowfortestingofcurrentsoftwarepackages,multimediaclassroomequipment,theuniversity’snetworkandotherRU-specifictechnology.

GOALS FOR 2013-14

• ImplementaWindows8pilotprogramanddevelopplansforacampusrolloutofWindows8.• EnhanceremoteaccesstosoftwarethroughuseofVirtualDesktoptechnologies.• Enhancetrainingandsupportoffaculty.• Implementnewprocedures,toolsandtrainingformanagementofmobiledevices.• Researchandimplementastrategyforprintingfrommobiledevices.• ResearchandimplementmoreefficientwaystodeployMacimagesandsoftware.• Reviewlabutilizationstatisticstodeterminetheappropriatestrategyforpubliccomputerlabsoncampus.• Implementanddeployastreamingvideosystemtocapture,storeandstreamvideos.

The staff in Academic Technologies trained faculty on how to use the NASDAQ stock ticker and customize other financial displays

in the trading room.



New RU Express ID CardTheRUExpressofficecollaboratedwithseveralareasoncampustoestablishanewIDcarddesignthatbettercomplimentsRadfordUniversitygraphicsandpublications.ThisreplacestheoldIDcarddesignwhichwascreatedaround1990andhasbeeninusesincethattime.Therefresheddesignallowssomeonetoquicklydistinguishbetweenstudents,facultyandstaffwithaquickglanceatthecard.Newidentifyingphotosonallcards,updatedencodingonthebackofthecardstoenhancesecurity,andremovalfromcirculationextremelyoldfacultyandstaffcardsthathadsocialsecuritynumbersprintedonthemareotherbenefitsofthenewcard.

CS Gold UpgradeTheCSGoldsystemthatisusedtomanageallRUExpresstransactionswasupgraded.Thisupgradeprovidedenhancedfeaturesandfunctionalityandincreasedthelevelofsecurityforthiscriticalsystem.

Monthly Telephone Billing EnhancedToprovidecampusdepartmentswithbetterinformationabouttheirmonthlytelephoneexpenses,TelephoneServicesimplementedanewsystemthatincludesadetailedmonthlybillingstatement.Thegoalofthissystemistoprovidedepartmentswithaccurateinformationtomanagedepartmentalphonelinesandtelecommunicationsbudgets.Thisnewsystemautomaticallyemailsabillingstatementtodepartmentsonthefirstdayofeachmonth.

Alarm SystemsAlarmsystemswereaddedtotwonewlocationsoncampustoimprovesafetyandsecurityinthoseareas.TheDisabilityResourceOfficeandtheStudentCounselingCenterwereequippedwithstate-of-the-artalarmsystemsthatreportdirectly to theUniversityPoliceDepartment.TheStudentHealthCenter’soldalarmsystemwasalsoupgradedtothesametechnologywithadditionalfeaturestomaintaintheauditrequirementforthepharmacy.

AUXILIARYseRVICesMISSION STaTeMeNT

ThemissionofAuxiliaryServicesistoprovideessentialbusinessservicesandsupporttotheRadfordUniversitycommunityinordertoassistinaccomplishingthecoremissionofeducation.Ourgoalistoprovidethehighestqualitycustomerserviceandrespondtotheever-changinganduniquedemandsofatop-tierinstitutionofhighereducationthroughtheuseoftechnologyinthespecificareasofidentificationcardservices,parkingservicesandtelephonemanagement.

GOALS FOR 2013-14

NOTE:WiththetransitionofAuxiliaryServicestoFinanceinAdministrationintheMay2013,thesegoalsonlyreflectthoseareasthatwillremainwithintheDivisionofInformationTechnology.

• Implementanautomatedattendantforcustomerscontactingtheuniversityswitchboard.• Updatethebillingprocessformultifunctioncopiers.

BY THe NUMBerS

► 1,255 faculty/staff ID cards were replaced. ► 4,347 parking permits were issued

The new ID card design better compliments Radford University

graphics and publications and replaced the old design which was created around

1990.


ELECTRONIC ENGINEERING &CoMMUnICAtIon seRVICesMISSION STaTeMeNT

ThemissionofElectronicEngineeringandCommunicationServices(EECS)istoprovideup-to-dateengineeringandtechnicalsupportforelectronicclassrooms,thecabletelevisionsystem,theWVRUradiostation,satellitedownlinkfacilities,distanceeducation,digitalsignage,electronicrepairandvideostreamingservices.


New Audio/Video Support ModelManyuniversityfacilitieswereupdatedin2012-13toprovidehigh-qualityaudioandvideosystems.Withthehiringofamanagerofaudio/videosupport,on-sitetechnicalsupportforthesevenuesbecametheresponsibilityofEECS.

TelepresenceAstate-of-the-artthree-screenimmersivetelepresencesystemwasinstalledoncampus.Thissystemallowsforconnectivitybetweensitesprovidingahigh-qualityteleconferencecomparabletothatofalivemeetingwitheveryoneinthesameroom.Inaddition,RUhasaddedaHDvideobridge,whichwillhelpprovideforhighqualityvideoconferencingandmakeparticipantsfeelevenmoreconnected.Othertelepresencevideoconferencingsystems,includingpersonaldesk-mountedofficeunits,willfurtherenhancethevideocallingsystem.

Digital Radio StudiosThecampusradiostation(WVRU)wasupgradedtoastate-of-the-artdigitalstudio,permittingbettersound,improvedcontrolsystemsandhigh-qualityaudiotolisteners.Further,studentsoperatingthesystemwillgainvaluableexperienceusingthisprofessionalequipment.

New Communication Science and Disorders (COSD) Video SystemAnewvideoobservationsystemhasbeeninstalledintheCOSDprogramtoallowstudentsandfacultytomonitorclients.Thisall-digitalsystemreplacesa13-year-oldanalogsystem.Thesystemwillrecordaudio,video,allowfullcameracontrol,andprovideadatabaseforarchivingsessions.ThisupgradewillassistCOSDinmeetingacademicprogramrequirements,provideabetterclinicalexperienceforstudentsandaddressHIPAArequirements.

Covington Hall Technology UpgradesAmajorupgradetovideoandsoundsystemsintheCovingtonPerformanceHall was completed. The project included the addition of high-definitioncameras, anHD video switchboard, a high-quality data projector, a videostreamingdevice,aretractablemicrophoneandstate-of-the-artspeakers.

RU Board Room UpgradesTheBoardRoominMartinHallwasupgradedwitha90-inchmonitor,wirelessmicrophones,Crestroncontrols,avoicerecorderandnewspeakers.

Doctor of Physical Therapy (DPT) Learning FacilitiesTheDoctorof Physical Therapyprogrambased inRoanoke receivedeightnewelectroniclearningfacilitiesconstructedontheeighthfloorofCarilionRoanokeCommunityHospital.

The state-of-the-art three-screen immersive telepresence system.

BY THe NUMBerS

► Provided AV support for 86 events► Provided AV support for 8 basketball home games► 17 classrooms were completely upgraded► 12 classrooms were partially upgraded► More than 200 pieces of electronic equipment were repaired


ELECTRONIC ENGINEERING &CoMMUnICAtIon seRVICesDigital Signage Infrastructure The infrastructure for digital signage was upgraded andmorethan60newLEDlarge-screenmonitorswereinstalledaround campus, bringing the total number of digital signs tomorethan80.Thissignageisusedtoprovidetargetedinformationandinstitutionalmessaging,aswellastodisplayemergencymessageswhenneeded.Additionally,anew systemallowing several areason campus tomanagethecontentonselecteddigitalsignswasputintoplace.

New Campus Cable TV ChannelsAnewhigh-definitionRUcabletelevisionchannelwasadded to provide an improved picture for digital signageovertheRUcablenetwork.ThisnewHDchannelwillfeedmanylocationsoncampus.Asecondhigh-definitionchannelwasaddedtoprovideanHDoutletforstudent-selectedmoviesonRUcablenetwork.

Classroom/Conference Room UpgradesAnewclassroommonitoringapplication(CrestronFusion)wasinstalledtomonitorstatusandusageformostcampuselectronicclassrooms.TenclassroomupgradesfeaturingthelatestelectroniclearningspacedesignwerecompletedontheRUcampusandtheRoanokeHigherEducationCenter.AnewlydesignedconferenceroominMartinHallfeaturingsomeofthelatestpresentationelectronicsavailableandanewProcurementandContractsconferenceroomAVinstallationwerealsocompleted.

Expanded TV ServicesToaccommodaterequestsfromfacultywhowantedtotrackcurrenteventsandmarkettrendsforclassroomdiscussion,aTVoverIP(TVoIP)systemwasimplementedtoallowCNNandCNBCtobeviewedfromanycomputerconnectedtothecampusnetworkthroughawiredconnection.

GOALS FOR 2013-14

• Continuetoprovidetechnologicallyadvancedclassroomsforinstruction.• Streamlinevideocommunicationstoallowusebymorebusinessandteachingapplications.• Negotiateanewcabletelevisioncontractandplanfortheconversionofthecabletelevisionsystemtoanall-digitalmodulation system.• Expandavenuesforelectronicdigitalsignagedistributiononcampus.• DevelopprogramsattheWVRUradiostationaimedatenhancingstudentinvolvementandacademicpurpose.

Digital signage received major upgrades in 2012-13.


ENTERPRISEsYsteMs

MISSION STaTeMeNT

ThemissionofEnterpriseSystemsistoprovidesystemsanalysis,design,programming,andimplementationservicessupportinguniversityadministrativesystemsincludingtheBannerERPsystem,OperationalDataStore(ODS),reportingenvironment,MyRUportal,radford.edu,RUmobileandothersystemsusedtoconductandmanageuniversitybusiness.Thisincludes:• Activelypartneringwithourcustomerstoevaluateandrecommendbusinessserviceswhereadditionalautomationincreases efficienciesforsystemusers;• Planningandimplementingfullyintegratedadministrativesystems;• Providinguniversityemployeesaccesstotransactionalandhistoricaldataforoperationalandstrategicplanningpurposes;and• Engagingtheuniversitycommunitytodevelopandenhancetheportal,Webandmobiletechnologies.


Radford.edu Goes MobileTheSystemsIntegrationandWebServicesteamworkedwithWebCommunicationstoimplementmobilefeaturesfortheradford.edusitethatallowsforallcontenthousedinthecontentmanagementsystemtobeviewedinamanneroptimizedformobiledevices.

Business Process Analysis SessionsTheApplicationsDevelopmentTeam,incollaborationwithProjectManagementandmanycampusdepartments,workedwithconsultantsfromElluciantoreviewbusinessprocessesintheareasofacademicadvisingandfixedassetprocessing.Thereviewsresultedinrecommendationsthatcouldpotentiallybringadditionalefficienciestotheseareas.

New Purchasing ReportingTheDataWarehouseandReportingteamworkedcloselywiththeApplicationsDevelopmentteamtoacquireadditionaleVAdataloadsfromtheCommonwealthofVirginia.ThisdatahasbeenbroughtintotheOperationalDataStoretoenhancereportingfordepartmentswhentrackingpurchasesandmanagingbudgets.

Banner Travel and Expense ImplementationTheApplicationsDevelopmentteamworkedwithFinancialServicestoconfigureandinstalltheTravelandExpenseBannermodule.Thisnewfunctionalitywillbeusedtoautomatethetravelrequest,approvalandreimbursementprocesses.TestingiscurrentlyunderwayandisplannedtolaunchtopilotgroupsduringFiscalYear2014.

MyRU Undergoing TransformationTheMyRUportaliscurrentlyundergoingamajortransformation.TheSystemsIntegrationandWebServicesteamandITInfrastructurehasbeenworkingcollaborativelywithWebCommunicationstopreparetheportaltolaunchinFall2013.

Cognos 10 and ODS 8.4 Modernizes Reporting CapabilitiesTheDataWarehouseandReportingteam,incollaborationwiththeDatabaseAdministrationteam,installed,testedandimplementedversion10oftheCognosBusinessIntelligencetools.Cognos10providesamuchimprovedandintuitiveuserinterfaceforcustomers,allowingenduserstomakesimplechangestoreportdimensionswithoutITassistance.Cognos10alsosupportsiPhone,iPadsandWindowsmobiledevices.TheOperationalDataStore(ODS)isthedatarepositoryusedinconjunctionwiththeCognosReportingSuitefordeliveryofreportsfromtheBannerERP.Amajorupgradewascompletedthatputinplaceanenhancedandrobustarchitecturetosupportamoresecureandfasterloadingsystemforthecampus.

BY THe NUMBerS

► 146 user requested enhancements were completed for the Banner ERP environment► 59 upgrades and 50 patches were implemented for administrative systems► More than 10,000 downloads of the RUmobile app► 90 custom Cognos reports were developed or enhanced for the campus community► 53 hours spent in one-on-one or small group training sessions for Cognos reporting


New Dashboard CapabilitiesTheDataWarehouseandReportingteamunderwentthreeweeksoftrainingandmentorshipwithEllucianforthedevelopmentofCognosdashboards.Duringthesesessionstheteamdevelopedtwoproof-of-conceptdashboards.Aplanisbeingcreatedtobeginworkonmanagementdashboardsinvariousareas.ItisexpectedthatworkwillbegininFY14todevelopdashboardstobeusedbymanagementfordecisionmakingpurposes.

Online Family Education Rights and Privacy Act (FERPA) Release in Self-Service BannerTheApplicationsDevelopmentteam,incollaborationwiththeRegistrar’sOffice,hasdevelopedanonlineFERPArelease.Thereleaseallowsstudentstogivepermissionfortheuniversitytoreleasecertaininformationtoparents,guardiansorotherindividuals.ItisanticipatedthatthiswillbemovedintoproductionintheFallof2013.

Bus Tracking and Predictions TheSystemsIntegrationandWebServicesTeam,incollaborationwithWebCommunicationsandRadfordTransit,launchedamobileWebapplicationfortrackingbuslocationsandpredictingbusarrivals.ThisfunctionalitywasintegratedwithRUmobile.

RUmobile EnhancementRUmobile was enhanced to include a new option for finalgradesandaFlickrphotogallery.ClassSchedule,EventsandDirectoryalsowereenhancedtoincreasefunctionality.Inaddition, theQuestmobilewebsitewas integrated into theapp,providingschedules,mapsandotherpertinentinformationforQuestattendees.

Electronic Personnel Action Forms (ePAF)TheApplicationsDevelopmentteamworkedwithHumanResourcestoautomatemanyofthepaper-boundprocessesrequiredforpersonnelactionsutilizingtheelectronicpersonnelactionforms(ePAF)functionalityinSelfServiceBanner.ePAFsareexpectedtobemovedintoproductionduringfiscalyear2014.

Keeping Current with New Database Architecture and Features Inadditiontokeepingupwithallupgradesandpatchesfortheever-growingnumberofapplicationsanddatabasessupportedbytheDatabaseAdministration(DBA)team,manyolderapplicationanddatabaseserverswereupforreplacementthisyear.TheDBAteamworkedwiththeITInfrastructureteamtoreviewtheexistingarchitectureandmakeplanstomovemanysystemsoffofphysicalserverstotheUniversity’svirtualenvironmentsupportedbyVMware–reducingthenumberofphysicalserverstobemaintained.Inaddition,anewapplicationserverclusterwascreatedforapplicationsrequiringOracleWeblogicinordertocontrollicensingcosts.

New SGA Online Election Application NewsoftwarewasdevelopedbytheWebServicesteamandusedforthefirsttimeinthespring2013SGAElection.Thenewsystemhasacleaner,moremodernuserinterfaceandismobilefriendly.

New Admissions Functionality Developed for Radford.eduTheWebServicesteam,incollaborationwithWebCommunicationsandtheEnrollmentManagementOffice,developedanewimagemapoftheUnitedStateswithlinkstothecounselorsassignedforthatregion,stateorcountyforRadford.edu.Prospectivestudentscanusethisfunctionalitynotonlytofindoutwhoisassignedtoaspecificarea,buttogetashortbioofthecounselor,theirphotoandtheircontactinformation.

ENTERPRISEsYsteMs

The Division of Information Technology partnered with Radford Transit to provide a bus tracking system that provides real-time predictions for bus arrivals.


ENTERPRISEsYsteMs

Additional Banner Enhancements and ImprovementsEnterpriseSystemscontinuedtodevelopandenhancefunctionalityinadministrativesystems.Somehighlightsfromthisyearinclude:• WorkedcloselywiththeofficesoftheRegistrar,ProvostandHumanResourcestofullyimplementtheFacultyLoadand CompensationModuleforthemanagementofadjunctfacultydatainBanner.• EnhancedundergraduatedepositprocesstoallowstudentstoviewdepositstatusnotificationsinSelfServiceBanner(SSB).• DevelopedanimprovedextractfortheHire-A-HighlanderCareerServicessystemtoauto-populatestudentprofilesfromBanner data.• WorkedcloselywiththeRegistrar’sOfficetoimplementapilotoftheStudentEducationPlannerinDegreeWorks.• ImplementedaprocessfortheStudentActivitiesofficetoenterandmaintainGreekLifeactivitiesinformationforstudents.• WorkedcloselywiththeAdmissionsofficetoimplementnewcampaignsintheBannerRelationshipModulethatwillautomate letterandemailnoticesfornewapplicantswithmissingapplicationitemsandprovidenotificationlettersforadmissiondecisions.• DevelopedandimplementedonlinepasswordresetfunctionalityforInternetNativeBannerusers.

GOALS FOR 2013-14

• CompleteimplementationoftheBannerTravelandExpensemodule.• DevelopandexecuteplanfordevelopmentandimplementationofCognosDashboards.• Completeneededupgradestosystemsensuringcontinuedvendorsupportandenhancedfunctionality.• TrainandpreparefortheinstallationandtestingofBanner9.• SelectandimplementareplacementplatformforRUmobile.• ImplementrecommendationsfromAdvisingandFixedAssetsbusinessprocessanalysissessions.• ContinuetoworkwithHumanResourcestoimplementelectronicPAFs.• ContinuetoutilizeBannerworkflowtoenhanceandstreamlinebusinessprocesses.• IncreaseBannerDocumentManagementsystemuse.• ImplementWebclientsforFormFusionandNolijapplications.• BeginimplementationofintegrationbetweentheBannerERPandtheFacilitiesAiMsystem.• LaunchnewportaltechnologyanddesignforMyRU.• Developandbeginimplementationofamobile-optimizedportal.• WorkwiththeRegistrar’sOfficetoimplementonlinegraduationapplications.• WorkwiththeHumanResourcesandPayrollofficestoimplementonlinetimeentryforwageemployees.• CollaboratewiththeAdmissionsandAdvancementofficestoimplementAcademicWorksforscholarshipprocessing.• ImplementtheFSAAtlasapplicationforprocessingandtrackingofinternationalstudents.• IntegrateLyris(alistservapplication)withdatabaseinformationandexpanditsuse.• WorkwithHumanResourcesandtheCollegeofGraduateandProfessionalStudies tobegin theentryofgraduateassistants intoBannerfortracking.• WorkwiththeCommonwealthofVirginiatoimplementtheCOVACardinalproject.• WorkwiththeAdmissions,RetentionandAdvancementofficestoresearchConstituentRelationshipManagementsystems.• WorkwiththeResearchComplianceOfficetoresearchtrackingandcompliancesoftwareanddevelopaproposal.


IDENTITY &ACCess MAnAGeMentMISSION STaTeMeNT

ThemissionofIdentityandAccessManagementatRadfordUniversityistomanageuseraccess,troubleshootaccess-relatedissues,andtomanagetheidentitiesofindividualsandorganizationsassociatedwiththeuniversity.Toaccomplishthis,thefollowingtasksarecarried out:• Workwithuniversitystakeholderstoimplementnewsystems,workflowsandprocessestoimprovethemanagementofaccess andidentitydata• Reviewtheuniversity’scurrentidentityandaccessrelatedprocessesandidentifyareasforimprovement• Troubleshootandresolveaccountmanagementandidentity-relatedissues


Selected an Identity and Access Management SolutionAcomprehensiveIdentityandAccessManagementrequestforproposals(RFP)wasdevelopedandissuedduringfiscalyear2013.ThisresultedinathoroughevaluationofseveralIdentityManagementsolutionswithafinalselectionofTridentHEIdentityManagerfromAegisIdentity.Aftersuccessfulcontractnegotiations,thesoftwarelicensewaspurchasedandahigh-levelstatementofworkwasdevelopedforconfigurationandimplementationofthissystem.Adetailedassessmentandimplementationplanwillbedevelopedinearlyfiscalyear2014toplanthenextstepsofthis12-18monthproject.

Implemented an Online Banner Password Reset ToolAnewonlinetoolthatallowsInternetNativeBanneruserstosetinitialpasswordsandresetforgottenpasswordsthroughMyRUwasimplemented.Previously,userswererequiredtocalltheTechnologyAssistanceCenter,submitaticketandwaitforacallbacktoreceiveatemporarypassword.

BY THe NUMBerS

► More than 650 account management-related requests were addressed► More than 450 Banner access requests for new accounts or modifications to current accounts were processed

GOALS FOR 2013-14

CompletePhaseIIIoftheIdentityManagementProject.PhaseIIIincludes:

• ImplementationoftheAegisIdentity“TridentHE”identitymanagementsystem.• Implementanewaccountactivationandclaimingprocess.• Implementanewpasswordresetfunction.• Implementanewaccountrecertificationprocessforusersofsensitivesystems.• Implementanewonlineaccountrequestprocess.


INFORMATIONseCURItY

MISSION STaTeMeNT

ThemissionoftheInformationSecurityOfficeatRadfordUniversityistoprotecttheconfidentiality,integrity,andavailabilityoftheuniversity’scomputersystems,electronicdataandnetworksfromunauthorizedaccess,disclosure,disruption,modification,ordestruction.Toaccomplishthis,theInformationSecurityOfficecarriesoutthefollowingtasks:• Collaboratingwithandadvisingindividualsystemowners,dataowners,systemadministrators,datacustodiansandapplications administratorsastotheirITroleandresponsibilitieswithregardtoinformationsecurity;• MaintainingthecentralnetworkIntrusionPreventionSystem;• Conductingformalandadhocvulnerabilityassessmentsofsystemsandapplications;• WritingITsecurity-basedpolicies,procedures,andstandards;• Offeringannualrole-basedinformationsecuritytraining;• MaintainingtheManagedOngoingAwarenessTools(MOAT)employeeinformationsecurityawarenesstrainingsystem;• ActingastheofficialDigitalMillenniumCopyrightAct(DMCA)agentfortheuniversity;• Conductdisasterrecoveryplantesting;and• LeadingtheComputerEmergencyResponseTeam(CERT)


Implemented an Intrusion Prevention SystemAnIntrusionPreventionSystem(IPS)wasinstalled,greatlyincreasingthesecurityofRadfordUniversity’ssystemsbykeepingunwantedandpotentiallydangeroustrafficfromenteringtheuniversity’snetwork.Additionally,itwillkeeptheuniversity’sresourcesmoresecurebyprovidingtheITSecurityOfficewithmoredataaboutpotentialattacksfromhackersorcomputervirusoutbreaks.

Major Review of Risk Assessments, Disaster Recovery Plans, Security Plans, and Business Impact AnalysisInordertofollowbestpracticesandtoassisttheDivisionofInformationTechnologywithkeepingasecurecomputingenvironment,theuniversityalongwithanoutsideconsultingfirmconductedamajorreviewoftheuniversity’sITsysteminventory,BusinessImpactAnalysis,RiskAssessmentsandITDisasterRecoveryPlans.Additionally,anewSystemSecurityPlantemplatewasdesignedandcompletedforoneoftheuniversity’smajorsystems.

Security Awareness MonthRadfordUniversityparticipatedinITSecurityAwarenessMonthduringOctober2012.Toincreaseawarenessaboutonlinesafetyandsecurityissues,theInformationSecurityOfficepartneredwithWebCommunicationstocreatetabletentsfeaturingITsecuritytips.SecuritytipswerealsopostedtoRU’sFacebookpageandTwitterfeedthroughoutthemonthandthreevideoswereproducedhighlightingsecuringelectronicdevices,onlinecredentialsandonlineidentity.

The Information Security Office partnered with Web Communications to produce three videos highlighting securing electronic devices, online credentials and online identity.


INFORMATIONseCURItYVulnerability ScansInadditiontovariousad-hocscans,32vulnerabilityassessmentswereconductedontheuniversity’ssensitivesystemsusingtheRapid7assessmenttool. Incoordinationwiththeuniversity’ssystemownersandsystem administrators, corrective actionwas taken to correct critical andhigh-levelvulnerabilities.

IT Security Awareness TrainingIT securityawareness trainingwas completedby1,269employeesduringthepastyear.Inadditiontotheonlinesecurityawarenesstraining,theInformationSecurityOfficerpresentedITsecuritytopicsandbestpracticesduringnewhireorientationsessions,laptopdeploymentclassesandtostudentsinUniversity100classes.

Updated Security StandardTheISOcompletedupdatestotheuniversity’sITSecurityStandard.Theupdatesweremadetoassurethatthestandardwasalignedwithstaterequirementsandbestpractices.

GOALS FOR 2013-14

• IntegratenewLayer3firewallsintothecampusnetworktoincreasenetworksecurity.• Increasethenumberofvulnerabilityscansthatarecompletedthroughouttheyear.• CompleteasecurityawarenesscampaignduringCyberSecurityAwarenessMonth.• Conductamajordisasterrecoverytestwithaportionoftheuniversity’ssensitivesystems.• ConductamajorreviewofITsecurityrelatedpoliciesincludingtheUniversityITSecurityStandard.

BY THe NUMBerS

► 1,269 employees completed the MOAT IT Security Awareness training► 32 vulnerability assessments were conducted on the university’s sensitive systems


ITInFRAstRUCtURe

MISSION STaTeMeNT

ThemissionofITInfrastructureistoprovideasecureandhighlyreliabletechnologyinfrastructureforthecampuscommunitywithafocusonmeetingtheever-changingneedsandexpectationsoftheuniversitycommunitywhileminimizingcosts.


Infrastructure Monitoring System Upgraded WhatsUpGold,aproactivemonitoringsystemforthecampusinfrastructure,wasupgraded.Theupgradeprovidedenhancedfunctionalityandimprovedtheabilitytonotifysystemandnetworkadministratorsofpotentialproblems.

Two Factor Authentication Enabled for System ManagementDoITutilizesaseparateVirtualPrivateNetwork(VPN)tosecurethemanagementofcriticalinfrastructurecomponents.InFebruary,two-factorauthenticationwasaddedtothisVPNtoprovideanenhancedlayerofsecurity.

Internet Bandwidth UpgradesAnRFPwasissuedinMarchinanefforttoestablishanewcontractwithoneormorevendorstoprovideenhancedbandwidthandtoallowforfutureupgradesasneeded.Vendornegotiationswerecompletedandinstallationof twonew500Mbps connectionsareplanned for completion inAugust2013.

Email Upgrades ITInfrastructureimplementedanewhybridemailsystemincludingon-premiseExchange2010forfacultyandstaffandcloud-basedOffice365forstudents.Thenewenvironmentallowsbetterintegrationbetweenbothsystemsandallowsauser’smailboxtoeasilybetransitionedbetweentheon-premiseExchange2010environmentandOffice365asneeded.Studentemailwasmigrated fromMicrosoftLive@EDU toOffice365 inMay. TheprocessofmigratingfacultyandstafffromExchange2007toExchange2010beganinMaywithcompletionestimatedforAugust2013.

Server Architecture and VMware UpgradeThephysicalinfrastructureforthecampusVMwareenvironmentwasupgradedfromstand-aloneDellserverstoaCiscoUnifiedComputingSystem (UCS) architecture. The new architecture is better optimized forvirtualizedworkloadsand includes threeenergyandspace-efficientbladechassishousing23serverblades.Thesesystemscombinenetwork,storageandmanagementintooneintegratedpackage.TheinstallationofthenewhardwarealongwithanupgradefromVMware4toVMware5hasresultedinsimplifyingthemanagementofthiscomplexserverinfrastructureaswellasreducingthetimerequiredtoprovisionnewservers.

Migrated Virtual Servers to New NetApp Storage InfrastructureAll(200-plus)virtualserversweremigratedtothenewNetAppstorageinfrastructurewithoutanyinterruptionofservice.ThisnewstorageensuresthatRadfordUniversity’svirtualenvironmentresidesonup-to-date,secureandsupportedinfrastructureandprovidesadditionalcapabilitiesforbackupandreplication.

BY THe NUMBerS

► 7,535 user accounts were created► 86 Lyris email lists were created► 400,000,000+ incoming email messages were scanned for SPAM and viruses► 100 support cases per month were closed using Bomgar remote desktop support tool to assist with problem resolution ► 11 VMware ESX 5.0 server hosts were upgraded► 23 VMware 5.0 server hosts were added ► 70 VMware client servers were added or virtualized► 449 users were migrated to the new H: drive ► 35 terabytes of new network storage was installed► More than 9,000 IDs were issued► 2,280 exams were processed with 95,712 Scantron test sheets scanned► 21 new electronic door access locations were added► 9 new IP laundry card readers were added in residence halls► 48 wireless access points were installed in Moffett Hall► 436 data connections were installed in Moffett Hall► 127 cable TV connections were installed in Moffett Hall► 75 model 1200 wireless access points were upgraded to the latest model


Scantron Grade Import for Desire2Learn ImplementedComputerOperationsintroducedanewprocessthatallowsfacultywhogiveScantron-basedteststoimportgradedtestresultsintoDesire2Learn(D2L).GradesarederivedfromtheprocessedScantrontestsandalignedtotheclass.ThegradescanthenbeuploadedintoD2Lbythefaculty.Thiseliminatestime-consumingmanualentryofgradesandreducesthechanceoferrors.

Improved Data Center Redundancy NetworkServicescontractedandcoordinatedtheinstallationofasecondfiberpathbetweenthemaincampusandthesecondarydatacenter. Thischangeprovidestwopathsbetweendatacentersandeliminatesasinglepointoffailurebetweendatacenters.NetworkServicesalsoinstalledCiscoNexus5Kand2Kswitchesusingthenewfiberpathstosupportthisnewredundancy.

Encrypted Wireless Inaneffort toprotectwirelessnetwork traffic, IT Infrastructure implementedanencryptednetworkcalledRUSecure inthesummerof2011.ThenetworkutilizesWPA2-enterpriseencryptiontoprotecttrafficbetweenamobiledeviceandthenetworkinfrastructureeliminatingtheriskofsomeonesniffingtrafficonthisnetwork.InNovember2012,thenon-encryptednetworkwasdiscontinuedinallcampusbuildings,requiringuserstoutilizeRUSecure.

Micros Systems Moved to PCI-Compliant NetworkTheprojecttomoveallMicrossystemstoaPCI-compliantnetworkwascompleted.Thisfurtherincreasedsecurity,whileincreasingtheflexibilityandtheoveralleaseofmanagementoftheMicrossystem.

Phone System UpgradeInJanuary,thecampusVoiceoverInternetProtocol(VoIP)phonesystemwasupgradedtoanewVMwareserverarchitecturealongwiththelatestsoftwareversion.Movingthissystemtoavirtualizedarchitecturehelpedreducethenumberofserversrequiredwhileimprovingavailabilityandreliability.Thisupdatealsopreparedthewayfornewfunctionality,includingenhancedvideoconferencing.

H: Drive UpgradeTomeettheincreasingneedforstorage,anewnetworkshare,betterknownastheH:drive,wascreatedonanewstorageinfrastructure.Thefirstphaseofmigrationwascompletedinthespring,withmanyfacultyandstaffbenefitingfromincreasedstorage.

Microsoft SQL ClusterNewserversandstoragewereinstalledandsetupasafailoverclusterforenhancedredundancy.ThisnewclusterprovidedMicrosoftSQLservicestovariouscampusapplications.

ITInFRAstRUCtURe

• UpgradeCSGoldandMicrosserverhardware.• ReplacethecurrenthardwaresupportingtheInfrastructure MonitoringSystem,WhatsUpGold.• Researchandplanforthereplacementofthecurrent NetworkAccessControl(NAC)system.• ImplementCiscoVirtualSwitchingSystem(VSS)inthedata centers.• Expandthewirelessinfrastructurethroughoutcampus.• Upgradethewirelessinfrastructureinmultipleresidence halls.• ImplementapilotIPV6network.• InconjunctionwiththeInformationSecurityOffice,install newborderfirewalls.

• InstallhardwaretoreplacethecurrentBannerdatabase serverandtheBannerDocumentManagementserver (Xtender).• Installhardwaretoreplacethecurrentimplementationof MicrosoftSystemCenterConfigurationManager(SCCM).• InstalladditionalhardwaretosupporttheVirtualDesktop Infrastructureproject.• ImplementRedHatNetworkSatellite(RHNSatellite)to centralizetheadministrationofLinuxservers.• Completethemigrationoffacultyandstafftothenew storageinfrastructure.• Decommissionoldstoragearrays.• Decommissionoldemail(Exchange)environments.

GOALS FOR 2013-14

Network Services contracted and coordinated the installation of a second fiber path between the main

campus and the secondary data center.



Equipment EnhancementsPrinting Services added an automated card and document cutter whichincreasedproductivityandspeedbyreducingthehands-ontimerequiredby staff. In response to increasing demand for saddle-stitched booklets,PrintingServicesaddedanofflinebookletmaker,whichenhancedbookletmaking capabilities and speedwhile reducingper-pieceproduction costs.Amachinethatcaninstantlyapplylaminateand/oradhesivewithoutheatorelectricitywasalsoadded.Toensurethesecurityandconfidentialityofshreddeddocuments,PrintingServicesacquiredaLevel3crisscrossandaLevel5high-securityshredder.

High Profile Printing Projects PrintingServicescontinued toproducehigh-profilematerials, suchas the“DistinguishedWomenofRadford”and“RUVotes”large-formatposterseries.OthernotablepiecesincludeTheBeehive(student-runmagazine),theQuestNewStudentOrientationProgramGuide,andnumerousaward-winningstudentanddepartmentalworks.

Document ShreddingTheopeningofthenewCOBEbuilding,alongwiththerelocationofmanyotherdepartments,resultedinalargeincreaseindemandfordocumentshredding.PrintingServicesshreddedseveralhundredcasesofdocuments,allofwhichwererecycled.

Laundry Contract Request For Proposals (RFP)LaundryServicesdevelopedandparticipatedinanRFPtoestablishanewmulti-yearcontractforwashersanddryersinresidencehalls.AnewcontractwasawardedinJuneandwillresultinnewequipment,theabilitytouseRUExpressforpaymentonallmachines,andtechnologyallowingstudentstoremotelymonitorthestatusandavailabilityofmachines.

Linen TransitionManagementoflinendeliveriesforconferencescontinuedfromJulytoDecember2012.Followingasuccessfulendofthecalendaryear,linenresponsibilitiesweretransferredtoFacilitiesManagement.

Snack Machine Operations Transitioned to Canteen/CompassAspartofthenewcampusdiningcontract,Canteenwasselectedtomanagethecampussnackmachines.InAugust,thisservicewastransitionedfromanRU-managedoperationtoCanteen.VendingServicesmanagedthetransitionincludingtheadditionofnewandupgradedvendingmachinesatlocationsthroughoutcampus.VendingServicesalsocloselymonitoredservicequalityandstockingofvendingmachinesthroughouttheyear.

GOALS FOR 2013-14

• Continuetoenhancecapabilitiesandefficiencyoftheprintandcopycenter.• EnsureasmoothtransitionoflaundryandvendingservicestoFinanceand Administration.• Evaluate3-Dprintercapabilitiesandbusinessneeds.

PRINTING &VenDInG seRVICes

MISSION STaTeMeNT

ThemissionofPrintingandVendingServicesistoproducehigh-qualityprintedmaterialswhileminimizingcostsandensuringtimelydelivery,andprovidingreliablelaundryandfull-servicevendingservicestothecampuscommunity.

BY THe NUMBerS

► 524,000 color impressions were made on two Xerox 700 digital color printers► 593 unique files were printed on the wide format printer, ranging from large academic posters to indoor signage to photographic posters.► 431 deliveries of toner and staples were made to service the VBS campus copier program.

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Ms. Lisa McDanielManager Academic TechnologiesUser Training and SupportDivision of Information Technology

radford University distingUisHed Women

Honoring

“Distinguished Women of Radford” was just one of several high profile printing projects in

2012-13.


PROJECT MANAGEMENT &AUDIt CoMPLIAnCeMISSION STaTeMeNT

ThemissionofProjectManagementandAuditComplianceistoprovideeffectiveandefficientmanagementoftheuniversity’stechnologyprojectsandensurethedivisionremainsincompliancewithuniversity,stateandfederalrequirements.


APA Fiscal Year 2012 AuditSuccessfully completedanauditwith theAuditorof PublicAccountswithnofindingsreported. An in-depthreviewofmajorDoITareasbytheAPAincludedBannerERPsystemdatabasesecurity,RUSecureWirelessSecurity,andSystem/Databackupandrestoration.

Educause Core Data SurveyCoordinated and entered the response for the annual Educause Core Data Survey,whichishighereducation’ssourceforcomprehensiveITbenchmarkingdata.Thisserviceprovidesresearchandanalyticsusedbycol-legesanduniversitiestoinformITstrategicplanningandmanagement.

Reports and SurveysCoordinatedDoITresponsesforthefollowingsurveysandreports:• Barron’sSurvey• CollegeBoardSurvey• DoIT Strategic Plan update• PrincetonReview• Peterson’sUndergraduateSurvey• RUFactBook2012• USNewsandWorldReport• WintergreenOrchardHouseSurvey

Project Management SupportFacilitatedandprovidedprojectmanagementsupportforthefollowing:• BannerFixedAssetsBusinessProcessReview• IdentityandAccessManagementselectionphase• BusinessImpactAnalysis,RiskAnalysisupdate• FacultyLoadandCompensation/AdjunctFacultyimplementationinBanner• ElectronicandPersonnelActionForm(Epaf)implementationinBanner• Digital Signage replacement• Telepresence• ManpowerControlProgram• Exchange/Office365upgrade• TravelandExpenseManagementimplementationinBanner

Project Management SystemContinuedthediscoveryphasetoselectenterpriseprojectmanagementandportfoliosystemforthedivision.Morethan30projectandportfoliomanagementsystemswerereviewed.InNovember2012,theAceProjectsystemwasselectedasaninterimsolutionforprojecttrackinguntilanenterprisesolutioncanbeselectedandapproved.

GOALS FOR 2013-14

• Updateprojectmanagementstandardandframework(includingtemplates,instructionsandFAQdocuments).• EnsureallrecommendationsfromthereviewoftheDisasterRecoveryPlan,RiskAssessmentsandBIAareappropriately addressed.• CoordinatetheupdatetotheDoITStrategicPlan.

The AceProject system was selected as an interim solution for project tracking.



End User Support for Desire2LearnProvidedsupportforthegrowingneedsofstudentsandfacultyusingthecampuslearningmanagementsystemDesire2Learn(D2L).Thetelephonesupportcoveragewasenhancedtoprovide24/7supportforD2Lproblemsandissues.Thisexpandedcoverage isprovidedbyacontractwithD2Landutilizestheircallcenteranditsknowledgeablestafftoprovidenight,weekendandholidaysupporttotheRUcommunity.

Enhanced Technical Knowledge BaseTheTechnologyAssistanceCentercontinuedtoenhancedocumentationprovidedwithintheonlineITKnowledgeBase.Thisyear,effortsweremadetoreviewandupdatetheknowledgebasearticlestobetterreflectcurrentsystemsandinformation.

Lecture Capture SupportTheTechnologyAssistanceCenterworkedcloselywithseveralfacultymemberstohelpwiththeuseoflecturecapturetechnologiesincampusclassrooms.ThissupportincludedthesetupofadirectorystructurewithintheMediaSitesystemaswellasmanagingandprovidingtheappropriatelevelofstudentaccesstocontentcreatedwithinthesystem.

Review and Update Technical Processes and ChecklistsTheTechnologyAssistanceCentercontinuedtostrivetoprovidequalitysupporttostudents,facultyandstaff.Tohelptechniciansmoreconsistentlyresolveproblemsand reduce repeat service contacts, several technicalprocessesandchecklistswereupdated.

Expanded Hours for Young HallWiththeexceptionofthetimesthattheMcConnellLibraryisopenonSaturdayandSunday,YoungHallwasstaffedtoprovidestudentswithaplacetheycangoandstudy24/7.

GOALS FOR 2013-14

• EnhancethequalityandlevelofsupportprovidedbytheTechnology AssistanceCenter.• Enhancetheskillsofsupportstaffthroughtrainingandenhanced documentation.• EnhancetheITKnowledgebaseallowingcustomerstoeasilyfindanswers tocommonproblems.• Resolve60%ofincidentsonfirstcontact.• Resolve75%ofincidentswithin24hours.• Implementanewcallticketingandtrackingsystem.

TECHNOLOGYAssIstAnCe CenteR

MISSION STaTeMeNT

ThemissionoftheTechnologyAssistanceCenteristoprovideahigh-quality,customer-oriented,singlepointofcontactandcoordinatetheresolutionofalltechnologysupportrequests.

BY THe NUMBerS

► 11,680 incident requests from faculty, staff and students were processed: 1,651 Web Requests 5,113 Phone Requests 3,070 Walk-In Requests 1,005 Internal Requests 841 Email Requets► 43% first call resolution► 58% one-day resolution► 7,877 work orders were created for other DoIT groups► 338 computers were deployed

Young Hall now has expanded hours to provide students a place to study 24/7.



Honors and AwardsMultimediaproducerJaslynGilbertreceivedtheBestofShowawardattheannualUniversityPhotographers’AssociationofAmericasymposiumforaphotoessayof theuniversity’sWilderness Institute. She also receivedanhonorablementionintheFeaturesandIllustrationscategoryandwashonoredfourtimesintheassociation’smonthlymultimediacontest.Meanwhile, Director of Web Communications Jaime Hunt received theUPAA’sBoardAppreciationAwardfor“significantimpactontheprofessionofphotographyinservicetohighereducation.”

Completion of the Content Management System Migration ProjectWeb Communications completedmigration of official universitywebsitesinto the content management system roughly nine months ahead of schedule.

Mobile Web StrategyAmobilewebsitewasdevelopedthatallowsforallcontenthousedinthecontentmanagementsystemtobeviewedinamanneroptimizedformobiledevices.TheimplementationmakesRadfordUniversityoneofthefirstuniversitiesinthecountrytohaveafullymobile-optimizedwebsite.

Multimedia ProjectsProduced56multimediaprojectsandthreephotoessays.

Search Engine OptimizationWebCommunicationscompletedthesecondphaseofaSearchEngineOptimizationstrategyandprovidedtrainingtocontentadministratorsonSEOimplementation.Trafficfromsearchenginesincreasedfrom4%ofsitetrafficbeforeoptimizationto16%afterphaseIand22%afterphaseII.

Portal StrategyIncollaborationwithEnterpriseSystems,WebCommunicationsdevelopedaportalstrategybyspeakingwithstakeholdergroups,holdinginformalfocusgroupsandconductingsurveys.Adynamicnewdesignwasdevelopedandisintheprocessofbeingimplementedwithcompletionexpectedinfall2013.

Enhancement of Social Media ChannelsWebCommunicationsdevelopedanddeployedasocialmediastrategydesignedtoimproveengagementwithitsaudiencesonFacebookandTwitter.Thestrategycontributedtoa60%increaseinTwitterfollowersanda30%increaseinFacebookfollowersoverFiscalYear2012.Theteamalsomonitoredandrespondedtosocialmediamessagesduringseveralissuesduring2012-13.

WEBCoMMUnICAtIonsMISSION STaTeMeNT

TheOfficeofWebCommunicationsisdedicatedtothestrategicdevelopmentofRadfordUniversity’swebpresence.InadditiontosupportingthedevelopmentofRadfordUniversity’sonlinebrand,theteamworkscloselywiththecampuscommunitytodevelopeffective,appealingwebsitesinsupportoftheuniversity’sstrategicplan.

BY THe NUMBerS

► 56 multimedia projects were produced► 90 departments were migrated into the content management system► 28 student profiles were published on the Radford University homepage► 9.6 million visits to Radford.edu► 8,000 Twitter followers (60% increase from previous year)► 15,300 Facebook fans (30% increase from previous year)

Radford University became one of the first universities in the country to have a fully mobile-optimized website.


WEBCoMMUnICAtIons

Creation of a Multimedia Signage TemplateWebCommunicationsdesignedandimplementedatemplateformultimediasignageacrosscampusthatconveysaconsistentbrandandvisualidentity.

Campus Email Communications RecommendationsWorkingwithstakeholdersacrosscampus,WebCommunicationsformulatedrecommendationsforimprovementstotheuniversity’smassemailsystem.

GOALS FOR 2013-14

• Launchaleanportalsolutionaccompaniedbyacomprehensivecommunicationandtrainingplan.• Overhaulandupgrade20websiteswithenhancedgraphicsandimprovednavigationarchitecturebasedonanalytics.• DevelopaWebCommunicationsstrategytoincludenewwebsitesectionsandamorefocusedemphasisononlinemarketing.• Produce48multimediaprojects.• Enhancetheuniversity’ssocialmediapresencetoincreaseengagement.• WorkwithITInfrastructure,EnterpriseSystemsandcampusdepartmentstolaunchnewmassemailtools.• WorkwithITInfrastructureandEnterpriseSystemstoimplementadigitalassetrepository.• ImplementavirtualwalkingtourfortheRUwebsite.


APPENDIX AsUPPoRteD sYsteMsBaNNer INB aND SSB MODULeS• HumanResources• Finance• StudentRecords&Admissions• FinancialAid• General Person• Advancement• AccountsReceivable• EndowmentManagement• FixedAssets• ResearchAccounting• FacultyLoadandCompensationModule• BudgetDevelopment

aNcILLarY SYSTeMS• DegreeWorks• Ad Astra• BannerDocumentManagementSystem(BDMSakaXtender)• BannerRelationshipManagement• BannerWorkflow• FsaAtlas• OperationalDataStore• CognosReporting• Nelnet• Intellicheck• UC4JobScheduling

aDDITIONaL SYSTeMS• Campus Call• LuminisPortal(MyRU)• BlackboardConnect• OdysseyHousing&JudicialManagementSystem• CQ5ContentManagementSystem(RUwebsite)• RedrocksAdvisorTracandTutorTrac• NolijTransfer• QuickAddressSystem• AIM(Facilities)• Harvest/SCMChangeManagement• RuffaloCody

SUppOrTeD INTeGraTIONS Or SINGLe SIGN ONS• Desire2Learn• LibrarySystem• PeopleAdmin• CIPPS• CARS• eVA• HMS• CSGold(RUExpress)• VisualZen(Orientation)• SmartThinkingonlinetutoring• NationalStudentClearinghouse• SDEHelpdesksystem• RUInvolved• T2Parking• CollegeNet• Bookstore(Bookvouchers)• ActiveDirectory• iTunesU• Adobe Connect• AlcoholEdu• MicrosoftLive@edu• MicrosoftExchange• PTAdmit• Hire-A-Highlander

DaTaBaSe MaNaGeMeNT SYSTeMS• Oracle• MicrosoftSQL

OperaTING SYSTeMS• Windows• Linux• MacOS


2012-13 Division Highlights DoIT Strategic plan 7-17 PlanDigitalsignageinfrastructurewasupgraded:morethan60newLEDlarge-screenmonitorsandwithanew,RadfordUniversitybrandedvisualidentity.

Goal 1 Goal 4

Migrationofallofficialuniversitywebsitesintothecontentmanagementsystemwascompleted, roughly nine months ahead of schedule.

Goal 5 Goal 4

Amobilewebsitewasdevelopedthatallowsfor all content housed in the content managementsystemtobeviewedinamanneroptimizedformobiledevices.

Goal 5 Goal 4

PhaseIIoftheidentityandaccessmanagementprojectwascompletedandacontractawardedtomoveforwardtothenextphaseofthisproject.

Goal 7 Goal 4

Athree-screenimmersivetelepresencesystemwasinstalled,providingastate-of-the-artvideoconferencingfacility.

Goal 1 Goal 4

AnIntrusionPreventionSystem(IPS)wasinstalled,greatlyincreasingnetworksecuritybykeepingunwantedandpotentiallydangerousInternettrafficfromenteringtheuniversity’snetwork.

Goal 7 Goal 2

Enhancedsoftwareforstudent-ownedcomputers, classrooms and labs needed for researchandinstruction.

Goal 2 Goal 2

AnewRUExpressIDcardwasdesignedtoprovideupdatedidentifyingphotosandin-creasedsecurity.

Goal 8 Goal 2

EnhancedRUmobilewithadditionalfeaturesincludingabustrackerwitharrivaltimes. Goal 4 Goal 4

ConductedareviewofRiskAssessments,DisasterRecoveryPlans,SecurityPlansandBusiness Impact Analysis to help ensure a securecomputingenvironment.

Goal 7 Goal 2

Anewhybridemailsystemwasimplementedincluding on-premise Exchange 2010 and Cloud-basedOffice365.

Goal 4 Goal 4

SuccessfullycompletedanauditwiththeAuditorofPublicAccountswithnofindingsreported.

Goal 7 Goal 2

ContinuedtoenhanceandupgradeITInfrastructuretosupportinformationsystemsandservicesinasecure,highlyavailableandhigh-performingenvironment.

Goal 4 Goal 4

ContinuedtodevelopnewfeaturesandfunctionalityintheBannerERPsystemandotherancillarysystemstoimproveefficienciesandprovideinformationforstrategicdecisionmaking.

Goal 3 Goal 4

Continuedtoupgradeclassroomsandotherlearningspaceswiththelatestindigitaltechnology.

Goal 2 Goal 2

APPENDIX B | Alignment of Division HighlightsWItH UnIVeRsItY stRAteGIC GoALs

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