december 2010 it status report

8/8/2019 December 2010 IT Status Report

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Announcements for Faculty and Staff Meetings

Information Technology Welcomes Michael Lucas, ChiefTechnology Officer. On December 1, 2010, Michael Lucas began hisnew role as chief technology officer at Pepperdine. As CTO, Lucas will be

responsible for leading Systems and Networking, Information Security,

Infrastructure, and Enterprise Information Systems. He will work alongside

Deputy CIO Jonathan See, who will continue to be responsible for Client

Services, the Technology and Learning group, the Anytime Suppor t group,

the Help Desk, Tech Central, budgeting, and IT Administration. Lucas comes

to Pepperdine from Texas A&M University at Qatar, where he served as

director of computing services. Please join Information Technology in

welcoming Michael Lucas to the Pepperdine University community.

Travel and Expense Module Now Available inWaveNet.On November 15, Enterprise Information Systems (EIS) andFinance launched the Travel and Expense module in WaveNet. The module

allows all faculty and staff to:

reconcile travel and expense charges,

conduct online sign off, and

input line-by-line transaction accounting.

Since the launch date, over 400 expense reports and five travel cash

advances have been processed. In early February, Tim Bodden and HectorRamirez, EIS staff members who are leading this initiative, expect to add

more functionality to the module to allow users to attach scanned images

of receipts to individual expense reports. For documentation and support,

visit the Finance website.

1 Information Technology Activity and Status Report, December 2010

Information

Technology Activityand Status Report

December 2010

Contact InformationTechnology

Anytime Support Desk

Available 24 hours a day,

7 days a week

(310) 506-HELP (4357)

or (866) 767-8623

Technology and Learningfor Faculty

http://services.pepperdine.

edu/techlearn/

[email protected]

Office ofthe ViceProvost and Chief

Information Officer

(310) 506-4501

Request IT Services

http://services.pepperdine.edu/

it/forms
http://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formshttp://services.pepperdine.edu/it/formsmailto:[email protected]:[email protected]://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/techlearn/http://services.pepperdine.edu/finance/accountspayable/ap-procedures.htmhttp://services.pepperdine.edu/finance/accountspayable/ap-procedures.htm


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Moving Faculty and Staff Email to Exchange 2007. Information Technology's ServerEngineering team including Ken Noone, Brian Aasen, Toney Lewis, and Peter Kain will be migrating all

faculty and staff email accounts to an upgraded platform over the next two months. The new platform

will allow end users to take advantage of the new Windows and MAC Outlook 2010/2011 clients. The

migration is expected to be seamless and will occur every night between midnight and 6:00 am. For

more information on this initiative, visit the IT website news alerts.

Scheduled Maintenance and Downtime During the Holiday Weeks. In addition to theregularly scheduled PeopleSoft maintenance on Sundays (midnight to noon) throughout the month of

December, PeopleSoft Finance will be unavailable all day on Sunday, December 12 for additional

maintenance. On Saturday, December 18, Systems and Networking will conduct preventive maintenance

on many centrally located computer systems. Emails about regular monthly maintenance are distributed

to the Pepperdine community monthly via identified departmental liaisons. To become a departmental

liaison, please contact Dana Hoover at [email protected].

Administrative Support for SchoolsBlackboard Will be Decommissioned in Less than 30 Days. On December 31, 2010, theUniversity will decommission Blackboard. Courses, powered by Sakai, has been chosen as the

Universitys official learning management system. Pepperdine faculty and staff members who are still

using Blackboard are encouraged to download any content that they wish to use in future semesters.

This content will not be automatically transfered to Courses. In case of grade disputes, an institutional

archive of all Blackboard materials will be created, however, this archive will not be available until January

31, 2011.

Courses Now Populated with Spring 2011 Course Information. Faculty members arenow able to upload syllabi and materials to Courses in preparation for next semester. Faculty may also

view photographs of enrolled students if those students have existing Pepperdine ID cards. Please notethat the spring 2011 course sites may displace existing tabs, however, faculty have the ability to restore

order bycustomizing the order and appearance of course site tabs inside Courses. Spring classes

include the suffix Sp11 in the course sites tab name. Faculty who want to begin using Courses are

encouraged to view the following resources:

One-on-one Consultation with an Educational Technologist

Online Courses Support Documentation

Network Engineering Staff Tests Capacity to Answer Work Calls on iPhone/iPad. IT staff members Kevin Phan, Vixay Suphasiri, Rita Schnepp, and Zorinan Kasilag recently began to

test the capacity ofCisco's mobility client, which allows individuals who currently have new Cisco

telephones to answer and make calls on their personal iPhone or iPad using the University's 4-digitextension numbers. This service can provide significant benefit to faculty and staff who need to receive

work phone calls when they are traveling or working at off-campus sites.

http://services.pepperdine.edu/techlearn/movetocourses.htmhttp://services.pepperdine.edu/techlearn/services/request.htmhttp://services.pepperdine.edu/techlearn/tools/courses/getstarted.htmhttp://services.pepperdine.edu/techlearn/tools/courses/pictureroster.htmhttp://services.pepperdine.edu/techlearn/tools/courses/pictureroster.htmhttp://services.pepperdine.edu/it/newsevents/status/http://services.pepperdine.edu/it/newsevents/status/http://services.pepperdine.edu/it/newsevents/status/http://services.pepperdine.edu/it/newsevents/alerts/2010/exchange2007.htmhttp://services.pepperdine.edu/techlearn/movetocourses.htmhttp://services.pepperdine.edu/techlearn/movetocourses.htmhttp://services.pepperdine.edu/techlearn/services/request.htmhttp://services.pepperdine.edu/techlearn/services/request.htmhttp://services.pepperdine.edu/techlearn/tools/courses/getstarted.htmhttp://services.pepperdine.edu/techlearn/tools/courses/getstarted.htmhttp://services.pepperdine.edu/techlearn/tools/courses/pictureroster.htmhttp://services.pepperdine.edu/techlearn/tools/courses/pictureroster.htmhttp://services.pepperdine.edu/it/contact/dtl.htmhttp://services.pepperdine.edu/it/contact/dtl.htmhttp://services.pepperdine.edu/it/newsevents/status/http://services.pepperdine.edu/it/newsevents/status/http://services.pepperdine.edu/it/newsevents/alerts/2010/exchange2007.htmhttp://services.pepperdine.edu/it/newsevents/alerts/2010/exchange2007.htm


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Quick Technology Fix Allows GSBM Student to Participate in Class from Afar.During the fall 2010 term, a student in Dr. Mosen Neghabats Operations Management class had to

move out-of-state for approximately six weeks. Before leaving, the student approached Information

Technology staff member Jose Juan Hernandez at the West Los Angeles campus to pursue options that

would allow her to maintain her enrollment in the class. Information Technology staff set up a laptop

with Skype, an Internet-based video/audio/chat service, in a classroom seat facing both the professor

and the board. As a result, the student was able to participate as if she was in the classroom with herpeers. Staff has also experimented with a service called Mega Meeting to help other students who need

to participate in class from a distance.

Administrative Support for the UniversityDepartmental Liaisons Receive Previews of 2010/2011 Microsoft OfficeApplications. In November, Information Technology staff members Jonathan See and PrakashSharma invited all departmental liaisons to a special preview of Microsoft Office 2010 for Windows and

Microsoft Office for Mac 2011. Liaisons represent the schools and departments of the University and

partner with IT to serve as a communication channel to their respective groups. Often, they are the first

to know of new technologies or IT initiatives.Four Microsoft Office preview sessions were offered to liaisons; 51 liaisons from around the University

attended. Windows users were pleased with the new menu and "ribbon" bars in Office 2010 and Mac

users were excited about the new Outlook client. These applications will be available to the Pepperdine

community beginning January 17, 2011. Online training will be provided through Pepperdine's

Lynda.com professional development program.

Testing for Pepperdine ID Card Web Deposits Extended to Test Group. Under theleadership of Information Technology staff members Jonathan See and Raphael Nor ton, significant

progress has been made on the implementation and testing of the secure, web-based deposit system

for campus ID cards. The system will provide students, faculty, and staff the convenience of depositing

money on their ID cards anytime, anywhere, and for immediate use. Due to the complexity of the

accounting system behind the ID cards, Finance, Housing, and Information Technology staff have been

collaborating for several months to bring this service to the University community. This month, the

system will be tested by IT's depar tmental liaisons, with a tentative plan to launch the service to the

Pepperdine community in early January 2011. For questions about this service, contact Jonathan See at

[email protected].

Southern California Conference for Undergraduate Research (SCCUR) Hosted atPepperdine. On November 20, 2010, Pepperdine University hosted over 1000 people for theSouthern California Conference for Undergraduate Research. In preparation for the event, developer

Mark Giglione of the Technology and Learning group par tnered with University Communications to

build a proposal-submission database for prospective presenters. More than 600 proposals were

submitted via the new system. Conference organizers praised the new online system for its usability and

convenience.

During the conference, Presentation Services team members Brian Bowen, Dave Lockett, and Cesar

Uribe Lopez were on hand to assist conference presenters and ensure that all 250 presentation

speakers had audio and visual support when needed.

mailto:[email protected]:[email protected]:[email protected]:[email protected]://services.pepperdine.edu/it/tools/lynda/http://services.pepperdine.edu/it/contact/dtl.htmhttp://services.pepperdine.edu/it/contact/dtl.htmmailto:[email protected]:[email protected]://services.pepperdine.edu/it/tools/lynda/http://services.pepperdine.edu/it/tools/lynda/http://services.pepperdine.edu/it/contact/dtl.htmhttp://services.pepperdine.edu/it/contact/dtl.htm


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Board of Regents Uses Courses to Share Committee Materials. In November, theTechnology and Learning group worked with Marnie Mitze, chief of staff and associate vice president, to

establish a Courses Project Site for the Board of Regents. The Regents will use the secure site to share

committee agendas, minutes, and other meeting materials.

Infrastructure, Systems, and Networking Updates

Network Engineering Staff Explore Ways to Increase Internet Bandwidth.Network Engineering director Kevin Phan is exploring ways to increase Internet bandwidth on the

Malibu campus, where the need is greatest according to diagnostic tests. Phan is working with current

University par tners Cenic and Verizon to explore the costs and technical challenges associated with this

initiative. Over the past year, Information Technology has witnessed a greater demand for network

resources due to the fact that more individuals have multiple devices connected to the network.

http://services.pepperdine.edu/techlearn/tools/courses/projectsite.htmhttp://services.pepperdine.edu/techlearn/tools/courses/projectsite.htm


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Benchmarks and AccountabilityAnytime Support Help Desk Statistics for November. During November 2010, therewere 1301 requests for support managed through the Anytime Support Desk. Of these requests, 19

percent were resolved within two days and 75 percent were resolved in fewer than five days. The

average wait time for individuals calling the Anytime Support Help Deskwas 68 seconds. Seventy-five

percent of the requests were resolved on the first call.

Online Requests. In November 2010, there were 209 additional requests for suppor t managedthrough online web request forms. The top two types of online requests were for depar tmental phone

service (36) and Presentation Services requests (82).

Anytime Support Desk User Survey Results for November. Through an automatedfeedback process, all Anytime Support Desk callers have the oppor tunity to complete a web-based

satisfaction survey. In November 2010, 173 (15%) of 1144 survey requests sent to customers were

submitted. The four-question survey uses a 1 to 5 scale with 4.00-5.00 equal to excellent.

Month

Response

Rate

Overall

Satisfaction Competency

Customer

Service

Resolution

Timeliness

September

October

November

13.9% 4.29 4.40 4.14 4.35

16% 4.34 4.46 4.15 4.42

15% 4.44 4.54 4.25 4.56

Staff Support by Major Area. All Pepperdine IT staff allocate their day-to-day efforts usingclient, project, and task codes; using this data, total division-wide staff effor t for November 2010 was

distributed as follows:

University Administration Support 1,498 hours 10.39% $75,148.36

Colleges, Academic Affairs

University-Wide, Common Services

IT Administration and Management

General Overhead (Leave, Holiday)

Total:

2,904 hours 20.14% $76,240.39

4,064 hours 28.00% $161,414.34

2,524 hours 17.51% $99,046.49

3,426 hours 23.77% $134,096.35

14,416 hours 100% $545,945.93

Support for Schools. Pepperdine IT staff effort provided to Pepperdine schools is as follows:

Month Seaver GSBM GSEP SOL SPP

SeptemberOctober

November

57.79% 21.48% 17.67% 0.98% 2.08%48.88% 27.12% 19.05% 0.95% 3.99%

52.09% 23.94% 19.08% 0.59% 3.58%

How to Subscribe to this Report. If you would like to be added to the distribution list for thisreport, please contact Dana Hoover, communications manager, at extension x4948. The Monthly IT

Status Report archive is available online at services.pepperdine.edu/it/about/status-reports.htm .

http://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/about/status-reports.htmhttp://services.pepperdine.edu/it/forms/http://services.pepperdine.edu/it/forms/http://services.pepperdine.edu/it/helpdesk/http://services.pepperdine.edu/it/helpdesk/

december 2010 it status report

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