ctms fy2009 annual report ver5 (3).ppt · pdf filelits ctms annual report 2009 25/24/2010...

Help Desk MediaHelp Desk Media

CTMSCTMSFormed

DIGI-Center

Information Commons &

MEWSS

AssetsTier 2 &

Diagnostics

5/24/2010LITS CTMS Annual Report 2009 2

Systems Administration

ComputersPrintersM di i t

ClassroomPublic Lab Support

Assets ServicesMedia equipmentSoftwareImagesUpgrades

ppInfo CommonsMEWSDigi-CenterDiagnosticsUpg ades

GreenDiagnosticsHelp DeskMedia SupportMedia Events

TechnologyTrainingPC ApplicationsKey Serv



Systems AdministrationTechnology SolutionsStrategic Direction

ClassroomPublic Lab Support

Assets Services

ppInfo CommonsMEWSDigi-CenterDiagnosticsDiagnosticsHelp DeskMedia SupportMedia Events

TechnologyTrainingPC ApplicationsKey Serv


New Service New Service◦ Obtained Apple certification, this enables LITS to develop a program to offer Apple

Repair Center services in FY2010 Communications and transparency◦ Began steps to align with LRC, 5C Environmental Health and Safety, and Sciences to

improve communications and service delivery◦ Call Tree – Reviewed Call Tree process and structure with OPC ◦ Technology Blog (TechNotes) for CTMS developed ◦ BookMark IT – Information sheet with top 5 tips and Help Desk contact information

developed and distributed to all new account holders Support and Training ◦ Supported NY Times e-learning initiatives for three Mount Holyoke faculty pp g y y◦ Coordinated 12 Workshops on Office 2007 ◦ Peer-to-peer training – 600 participants registered for student led workshops◦ Created flash conversion service for class video support◦ Lead the NITLE best practices in digitization workshopLead the NITLE best practices in digitization workshop ◦ Instrumentation support for Sciences in FY08 was 256, this increased in FY2009 to

382 due to equipment failures as a result of air/water line issues Student ◦ Developed LITS student recruiting brochure◦ Developed LITS student recruiting brochure


48595000

Total Number of Help Ticket (Track-It) calls opened

4600

4800

43424201

4200

4400

3800

4000

4200

3800

FY07 FY08 FY09


FY09 increase: Office 2007, conficker virus andimproved call tracking

C ll b R ibl A

1,800

2,000

Calls by Responsible Area

1,200

1,400

1,600

600

800

1,000 FY08

FY09

0

200

400

Diagnostic Tier 1 Tier 2 Tier 3 Media

Year over year volumes are consistent, Tier 1 increases are a result of Office 2007 rollouts and improved call tracking


Diagnostic = Repairs, Tier 1 = CTS Help Desk , Tier 2 = CTS, Tier 3 = Network,RIS etc

of Office 2007 rollouts and improved call tracking

800900

Call Volumes During Fiscal Year

300400500600700

0100200300

FY07 FY08 FY09

• Peaks at beginning of semester• Note consistent usage patterns over time


Note consistent usage patterns over time

FY07

FY08

Volume - Top 5 Categories of Help Calls

2,000

FY08

FY09

1,000

1,500

0

500

HardwareNetworkingSoftware OtherAccounts

Software calls have leveled off since the introduction of Office 2007and the Adobe suite in FY07


FY07

FY08

FY09

Details within the Top 3 Categories of Help Calls

1,000

1,500

2,000FY09

0

500

HardwareNetworkingSoftware OtherAccounts

Software = Email, Operating system and Specialty: Datatel, Ella, Reddot…)

Network = Network registration, Email, File Recoveryg y

Hardware = Printers, PC Desktop, Mac Desktop


DIGI-Center◦ Instituted a large format poster printing service for the campus

N i f LITS 35 i d New revenue generation source for LITS, 35 posters printed ◦ Created welcome video for incoming students to view during orientation◦ Developed the MHC wireless coverage map ◦ Process Improvements; enabling faster turnaround and improved quality p ; g p q y

of service New intake and workflow for electronic reserve system New automation and workflow for Character recognition (OCR) process for books

Adaptive technology: Improved the accessibility of Electronic reserves forAdaptive technology: Improved the accessibility of Electronic reserves for students with disabilities

Process time improvement 3 minutes for 30 pages vs. the one hour for 30 pages

Established a digital copy stand service for oversized and fragile objectsEstablished a digital copy stand service for oversized and fragile objects Created and implemented workflow for archives catalog project 1839-

1900


2000

4000 S 2007

F 2007

Total readings Courses

200 S 2007

F 2007

0

2000 S2008

F2008

S2009 0

100 S2008

F2008

S2009

Over time volumes are stabilizing, seeing a reduction in incoming physical materials due to materials submitted electronically as well as high reuse of

Service high volumes stabilizing Stable course usage

y gpreviously formatted electronic materials

Pages Scanned More incoming materials arriving in electronic format s print

0

20,000

40,000format vs. print


0S 2007 F2007 S2008

F2008 s2009

MediaMedia◦ New Classrooms/Mediated spaces = 23

Dance Ciruti 113, 209, 211 Chapin auditorium

Blanchard Kendade 104, 106 Reese 301, 304

Clapp 203, 206, 126 Shattuck 318, 319 Skinner 122, 124

Carson Gallery Art 308 Willits AV

Kendall Lounge

◦ Upgrades to Classrooms/Mediated spaces = 19

d d l d d l d h h

Cleveland (3 rooms) Ciruti Hooker

Reese 316, 317 Shattuck (4 rooms) Pratt 107

Carr 102 Skinner 216 Clapp 127, 407

◦ Digitization services - Located, developed and implemented with Amherst College’s Video Furnace and improved the delivery time on digitization by 50%

◦ Improved Media office organization to improve user services and achieve more effective work flow


Video Conference support Training

Increase in training ties to increase in equipment utilization

Video Digitization

Increase seen for Searches and Foreign Language Class with Smith

Despite service not being available for 3 months there was a 13% increase in digitizationin digitization

MHC now has accessibility to titles at Amherst


200

Events

100

150

FY08

0

50

FY08

FY09

0

Fall Spring Summer Reunions

FY09 MHC Campus leverages more technology resources available through Media Services for events


The number of events held the 2 weeks of Reunion are approximatelyhalf of a full semester’s event schedule

Fil S i

140

Film Screenings

125130135

FY08

110115120125 FY08

FY09

110

Screenings

Film Screenings primarily student staffed. FY09 Drop in screening due to several key faculty members on sabbatical


Student Technology Program ◦ Established Team initiatives including Blog team, Publicity Team and

Peer2Peer teamBl t d l d k l d b t ki bl d ll t d t ti ti Blog team developed knowledge base, tracking blog and collected statistics on activity

Publicity team created instructional signs and table tents as well as the job opportunities brochure for LITS.

Peer2Peer Training Peer2Peer Training On average 20-22 hours a week for student training and project support Fall classes = 27 while Spring classes = 64 Training included:

Adobe Dreamweaver CS3 – Three levelsAdobe Dreamweaver CS3 Three levels Excel 2007 – Two levels Power Point 2007 – Two levels Adobe Photoshop Basics Adobe Illustrator Basics

Well received with over 500 students completing the training sessions◦ Established “Head Start” program – Technology Assistants were partnered

with Technology Coordinators for mentoring and on the job experience. Of the 10 participants all 10 strongly confirmed their desired to be part of the team starting this fall.


Student Technology Scheduled Hours

In FY09 the students provided over 5,000 hours of coverage.


Student Technology Requests/Support Areas

Gen Total

Office TotalWeb Dev Total

Other Software Total

Printing Total

Network Total

Hardware Admin Total Other TotalTotals by Week/ Month

WeekTotal Month

September Totals 8 43 42 37 446 84 10 269 320 1259

October Totals 2 40 45 37 353 50 13 363 191 1094

November Totals 6 54 60 28 405 54 10 508 162 1287

December Totals 2 77 81 28 400 22 4 472 144 1230December Totals 2 77 81 28 400 22 4 472 144 1230

January Totals 0 7 21 6 100 11 2 125 94 366

February Totals 8 57 100 16 508 69 1 526 216 1501

March Totals 4 48 83 10 362 21 5 318 192 1043

April Totals 11 58 130 18 423 49 6 422 214 1331

D i th i 10 643 S i t d ti iti

May Totals 3 61 305 21 374 42 4 327 154 1291

June Totals 0 0 7 4 71 3 1 150 5 241

Totals by Topic 44 445 874 205 3442 405 56 3480 1692 10643

During their coverage, 10,643 Service requests and activities were addressed by the student staff.


Student Technology Requests by Type

Gen Total

Office Total

Web Dev Total

Other Software Total

Printing Total

Network Total

Hardware

Ad i T l

T S i t d ti iti dd d b th t d t t ff

Admin Total

Other Total

Top Service requests and activities addressed by the student staff included: the top areas of requests were: printer and software (Dreamweaver, Microsoft Word, Excel) and general support -Exclusive of administrative tasks


Assets Services

Technology



Systems AdministrationTechnology SolutionsStrategic Direction

Live Streaming implemented for MHC to enable first live, internet broadcast of commencementbroadcast of commencement

Electronic Board Book developed for Trustee meetings, reducing print and mailing costs for MHC

Leveraged Deploy within Track-it to improve process and speed of Leveraged Deploy within Track it to improve process and speed of patches and software installs. A total of 13 packages are now able to be updated with no interruption to the end-user

Digi-Center – obtained equipment to enable the photography of objects that can be stored digitally, quality has improved as well as turn around time which improved 25%

New functionality for Mac’s - Pilot and continued testing of Apple remote desktop to enable automated software deploymentremote desktop to enable automated software deployment


ComputersPrintersM di i t

Assets ServicesMedia equipmentSoftwareImagesUpgradesUpg adesGreen

Technology


Green ◦ Donations: 32 full computer systems, 20 CPU’s ◦ 95% of all MHC CRT’s removed from campusp◦ Equipment recycled - 170 computer systems, 45 computer

monitors, 508 lbs of hard drives◦ Electronic trash – 3 printers, 153 CRT’s, 134 computer systems,

8 Inkjet printers

Mediation Ciruti classroom mediation and computer upgrade completed

ahead of planned schedule


Equipment◦ Researched extended life programs for computers, monitors and

accessories◦ Aligned with departments on grant technology purchases for 17

computer systems and 7 printers to leverage discounts, improve service and asset tracking C ti d ll t f d l b t fi ti f l t◦ Continued rollout of dual boot configurations for classrooms to reduce computing footprintand improve capabilitywithin the classroomwithin the classroom


Software◦ Upgrades Virus Management – MHC avoided Conficker virus through diligent g g g

patch management and upgrades Office 2007 – 75% of campus upgrade completed Moved forward with the FileMaker Pro migration initiative converted and

redesigned three applications using FileMaker databases to to Accessredesigned three applications using FileMaker databases to to Access 2007, activities included design, conversion testing and training

Upgraded Ariel and interfaced with Illiad◦ Leading 5 College team (FOG) on leveraging software assets


FY07 FY08 FY09

Total number of computers purchased

500600700

Computing Purchases by type

370656

4150

100200300400500

PC Mac

Fy07

Fy08

FY09

ComputersPC Mac FY09

Starting to see increase in Mac’s

100200300400500600

The FY08 large purchase is due to the replacement cycle change from 3 to 4 years. In FY08 MHC refreshed 2

th f i t Thi 0100

PC La

ptop

c Lap

top

C De

sktop

Mac …

Fy07

Fy08

FY09

years worth of equipment. This year the focus was on retiring assets thatwere underperforming due to old, slowCPU and low memory configurations.


P

Ma PC

CPU and low memory configurations.

10001200

Computer asset Totals by year

2000

Computer assets by location by year

2004006008001000

Fy071000

1500 Dorms

Fac/staff

LITS lab0

Grant

ssroom

ept Lab

LITS lab

ac/Staff

DormsFy08

FY09 500

1000 LITS lab

Dept Lab

Classroom

G t

Clas De L Fa 0

FY07 FY08 FY09

Grant


Quantity of printers by vendor Printers by Type

200

250

300

0

50

100

150

0

Laser Ink Jet Multi Func

3/2009 Estimate: ~400 printers on campus

29

3/2009 Estimate: ~400 printers on campus

Equipment Requests

Overall increase from FY08 to FY09 of 42% in requestsWalk in requests in FY09 were equal to reservations


Equipment Circulation

Top 3 Equipment Circulation: Digital Video CamerasMicrophones


MicrophonesTripods and Camera Supports

Average Usage Activity by Month

25Sept

20

Sept

Oct

Nov

10

15 Dec

Jan

Feb

5

10 Feb

Mar

Apr

0

MEWS Info Commons

May

June


Average Usage Activity by Hour

300:00

152025

ge

0:00

1:00

2:00

51015

Usa

2:00

3:00

4:00

05

MEWS Info Commons

5:00

6:00

Hours 7:00

Trend shows higher utilization of the spaces consistently after 5PM


Trend shows higher utilization of the spaces consistently after 5PM

ctms fy2009 annual report ver5 (3).ppt · pdf filelits ctms annual report 2009 25/24/2010...

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