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Information Systems and Services Annual Report, 2008-09

EXECUTIVE SUMMARY The annual report addresses the accomplishments and activities of Information Systems and Services (ISS). ISS is a unit of Vice President for Administration and Treasurer. The unit’s mission is to support learning through the appropriate application of technology. In practice, ISS manages the information resources used by every operating unit on campus. In addition to the computing infrastructure, we also specify and maintain security cameras, operate the University’s telephone system, produce and edit video productions, train and support our learning management system (WebCT), maintain a television production studio, and operate Cable-TV channel 13.

Highlights from 2008-2009:

• Launch of the new www.washburn.edu website (Feb. 19th, 2009) with a new design prepared by FryeAllen and transition of over 300 pages into new design template and new content management system - Cascade. Eighteen end user training sessions have been provided in Cascade with 36 people completing the training.

• Applied Portfolio Management Live Production: Recorded Stock Presentations to be used as a course supplement and marketing tool for School of Business graduate programs.

• Broadcast 34 games over the web – football, basketball, and volleyball home games.

• A new design was developed for the campus security camera surveillance system for monitoring and recording with Pelco Endura network products. New system installation also includes cutover of 38 existing cameras, with fiber work to complete the cutover. The project also includes multiviewers for the communication center at the Police dept. with viewing on a 52” LCD, providing 16 viewing blocks and multiple rotating camera images in some of the blocks. Twenty-five new IP cameras were installed in LLC and Stoffer building locations, as well as replacement of 5 Business Office cameras with a new IP model Pelco camera to take place in Aug. 2009.

• Sonography Videos – Recorded and streamed a wide range of videos related to sonography for use in Allied Health online courses. (156 hours)

• Washburn University Transformational Experience Video – Testimonial video of students explaining the opportunities and benefits of the Washburn University Transformational Experience program. (32.5 hours)

• 382 video files were added to the streaming server between July 1st, 2008 and June 30th, 2009.

• Upgrades to software installed in computers in the Technology Learning Center (Bennett 102) included: Adobe Captivate 4, Photoshop Elements 7, Adobe CS4 Master Collection Suite, and Dreamweaver CS3 for the MAC.

• Individual instructional training was provided to 98 persons on a wide variety of topics. Group training sessions were also conducted in the following categories: Two Clicker sessions-13 attendees; Seven Basic Excel sessions-22 attendees; Two Cascade CMS sessions-12 attendees

• Classroom renovations included removing and reinstalling projection equipment: Summer 2008: 5 classrooms (Carnegie 200, 203, 300, 304, and 306); Winter break: 4 classrooms

2

(Henderson 007, Petro 224, 225, 226); Summer 2009: 4 classrooms (Morgan, 158, Morgan 176, Morgan 268, Petro 12)

• The purchase and migration/implementation to ANGEL began in January 2009. A technical implementation team was formed to test and work through single sign on to ANGEL and the integration with Banner and Luminis (MyWashburn portal). A Summer 2009 pilot with some courses/instructors using ANGEL was performed. A total of 52 sections (49 online, 3 web-assisted) with 39 instructors began using ANGEL for summer 2009 courses.

• Setup point-to-point fiber link with assistance from USD 501 to connect Washburn and KAW

• Incorporated the network at Washburn Tech into the Washburn network: Reconfigured WUTech Network core and network infrastructure to integrate and extend Washburn’s network to WUTech; Setup point-to-point fiber link with assistance from USD 501 to connect Washburn and WUTech; Installed Barracuda Web Filter at WUTech to manage required content filtering; Installed Cisco PIX firewall at WUTech to improve security and network performance.

• New Servers Installed : IBM p-Series server with Logical Partitioning for Banner Upgrade; IBM VMware server cluster for Banner Upgrade.

• New systems installed from summer 2008 computer buy: 319

• Wake-on-LAN implementation rolled out to support improved power savings by allowing system shutdowns without interfering with ability to receive patches and software updates.

• Wrote 30 reports and report modifications using specifications obtained from Institutional Research. Provides vetted reports for academic areas.

• Researched and fixed 520 duplicate PIDMs; Implemented the new 09-10 financial aid year in Banner; Processed 351 name changes; Processed 208 account terminations/transfers and 88 new/transferred employee accounts.

• Built/modified the following Web-based applications to support the mission of the university:

Academic Reports revisions; Music Library database; Instrument Checkout database; New online directory for employees (abandoned printed University Relations directory); Online directory for students, honoring opt out; Collection of race/ethnicity initially through self-service, and then through the account lookup process; Refund Dates by Semester; Online Course Schedule Search available from http://www.washburn.edu/schedule (abandoned printed line schedule); Study Abroad Application Online; “Find a Freshman” for mid-term grades; Automatic upload of charges on student accounts; Declaration of Major .

• Performed the following Banner upgrades: BXS 7.2 and EMC 5.30; Financial Aid 7.11 SSB; OAE 3.1.2; Financial Aid 7.12; Banner General 7.5; Banner Channels 7.2; HR 7.2.7; Employee Self-service 7.3.3; Intellecheck Upgrade to 3.0.12; Financial Aid 7.13.

• The initial draft of Information Security regulations requested by the Technology Steering Committee were completed and sent to them to approve or recommend changes.

• Created and installed 75 VOIP phones for temporary offices in Morgan during the HVAC work.

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• Significant improvements and additions were made to the campus data and telecom infrastructure. These include:

Assist with design and planning for the Whiting renovation which is nearly complete with 2 new telecom rooms. This also included new fiber and copper from Whiting to Bennett and Morgan

Provided training to other university employees who handle fiber optic cable to assure that it is always cleaned and connected for proper operation.

Built fiber path across campus from Garvey to KTWU for future telecasts.

Assisted with planning and design of cable infrastructure for new Police Emergency Operations Center.

1087 trouble tickets were processed with 26 remaining open on June 2.

This was a busy year for us and we want to thank all our customers for being supportive of our efforts this year.

In these next pages, please read about our specific accomplishments by the three operating units within ISS, Enterprise Application Services, Instructional Services, Systems and Networking.

Appended to this document is our Program Review Progress Report, submitted in January of 2009.

As always, we are pleased to receive your feedback and suggestions for improvement.

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Psychology Lab Technology Consultation

(Dave Provorse/ Cindy Turk)

Consulted and recommended equipment to purchase and install for recording Psychology

experiments in various lab settings. Technology will replace old outdated analog cameras and

recording devices. (15 hours)

Webcasts/Videoconferencing

(Faculty/Staff)

Provided connection and setup for group viewing of three webcasts for VPAT in Distance

Learning Classroom-Henderson 9.

Provided connection and setup for videoconferencing for 10 sessions. Three of those sessions

were for the Nursing department connecting to students studying abroad in Finland.

Streaming (Faculty/Staff)

382 video files were streamed and added to the streaming server between July 1st, 2008 and

June 30th, 2009.

Video Editing/Storage Solution

(Faculty/Staff/ Students)

Worked on developing solution to allow Faculty, Staff, and Students the ability to edit small (3

minute) video projects in designated labs on campus.

(114 hours)

AVID Editing PC Backups

(ISS)

Worked with ISS: Systems and Networking staff to have the two AVID Editing bays added to the

campus tape backup. This change will provide a reliable backup solution for Instructional

Services editing projects. (5 hours)

Television Studio (Mass Media/ISS)

Renovation Design Development of an upgrade plan that will replace the outdated equipment in the television

studio (items include: cameras, switcher, monitors, and audio board). This plan takes into

account integration of all of the various pieces of new equipment as well as existing equipment

that will remain. (159 hours)

Streaming PC/UStream A PC was added to the studio to enable the Mass Media classes to host live streams of their

programs. In addition, Ustream.com was identified and demoed as a free hosting service that

could be used by the students for this purpose. (34 hours)

Stereo Audio The television studio was re-cabled to support stereo audio through the entire system. (4 hours)

Teleprompter Software Upgrade Software on the Teleprompter in the studio was upgraded due to an issue encountered with

importing files from Microsoft Office 2007. (2 hours)

Toaster Rebuild A computer was refurbished and placed in the television studio to host the Video Toaster

software. The software is used by the Mass Media show class as a video clip server for their

WUCT 13 News program. (66.5 hours)

FACULTY/STAFF TECHNOLOGY TRAINING

9

New Software (Faculty/Staff)

Upgrades to software installed in computers in the Technology Learning Center (Bennett

102) included: Adobe Captivate 4, Photoshop Elements 7, Adobe CS4 Master Collection Suite, and Dreamweaver CS3 for the MAC. Audition 3 was installed on the PC in the Audio Lab facility in Henderson 18D.

Technology Training (Faculty and Staff)

Training documents were provided in the following categories for faculty and staff use, either

through online demos using Captivate or through reference sheets or quick notes posted on the

Technology Learning Center website.

www.washburn.edu/iss/tlc

Technology Training (Faculty and Staff)

FULL GUIDE LIST: Topic Online

Demo

Ref

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Quick

Notes

Captivate 2

Overview X

Create Blank Project X

Import PowerPoint X

Add Caption X

Add Highlight Area X

Add Image X

Add Rollover Caption X

Add Rollover Image X

Add Zoom Area X

Add Mouse X

Add Click Box X

Add Button X

Add Text Entry X

Add Flash Video X

Add Animation X

Add Text Effect X

Add Audio X

10

Quizzes X

Edit Slide Properties X

Edit Timeline X

Edit Audio X

Edit Project Preferences X

Edit Project Skin X

Publish Project X

Cascade CMS

All Activities X X

Dreamweaver 8

Basic Controls X

Showing Standard Toolbar X X

Setting Up Site X X

Enter Webserver Info X X

Create Index Page X X

Create Template X X

Excel 2007

Deleting Cells X X

Expanding Columns X X

Formatting Rows X X

Freeze Panes X X X

Print Area X X X

Quick Sort X X

Custom Sort X X X

Filter X X X

Functions X X

Find Gradebook Template X X

Using Gradebook Template X

All Toolbars & Buttons X

Basics Workshop X

Internet Explorer 7

Allow Popups X X

Photoshop Elements 6

Text Effects X

PowerPoint 2007

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Easy Bullet Point Animation X

Presentation Themes X

Thunderbird

Add Washburn email X X

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Configure Secure Email X X

Create Signature X X

Word 2007

Mail Merge Basics X X

Envelope Mail Merge X X

Label Mail Merge X X

Table Basics X

All Toolbars & Buttons X

Finding Templates X

Faculty ANGEL

Welcome to ANGEL X

Course Structure X

Adding Content X

LOR X

Create Assessments X

Create Discussion X

Gradebook Wizard X

Navigating Gradebook X

Grading Drop Boxes X

Grading Discussion Forums X

Grading Assessments X

Running Reports X

Student ANGEL

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Course Mail X

Submitting Assignments X

Posting to Discussions X

Taking Assessments X

Checking Grades X

12

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13

Technology

Training (Faculty/Staff)

In addition to online tutorials and reference sheets, multiple individual consulting/training

sessions were provided to faculty and staff on Microsoft Word, Excel, Access, Adobe

Acrobat, Dreamweaver, ANGEL, and Captivate. The following is a summary of those

sessions grouped departmentally. (Sue Taylor)

Department Individual Consultations

Academic Scheduling 1

Administration 1

Allied Health 10

Anthropology 1

Art 3

Biology 1

Career Services 1

Communications 2

Continuing Education 1

Criminal Justice 1

Education 2

Financial Aid 1

History 2

International House 2

Legal Studies 1

Mabee Library 2

Mass Media 2

Modern Languages 11

Multicultural Affairs 2

Music 5

Psychology 3

School of Business 3

Social Work 1

School of Law 1

School of Nursing 37

Theater 1

Total 98

Group training sessions were also conducted in the following categories:

Two Clicker sessions-13 attendees

Seven Basic Excel sessions-22 attendees

Two Cascade CMS sessions-12 attendees

14

Washburn University Cable Television

(WUCT)

Programming 59 local programs (103.5 hours of content) were aired on WUCT between July 1st 2008

and June 30th 2009. These programs consisted of; 8 episodes of Seaman High School

SVTV (8 hours), 16 episodes of WUCT 13 News (8 hours), and 35 Washburn Sporting

events (87.5 hours).

Public Service Announcements 228 Public Service Announcements were aired on WUCT between July 1st 2008 and June

30th 2009.

Remote Access

A system was developed to allow WUCT personnel to remotely access the station from an

internet connection. This was implemented primarily for school closings but has also

assisted staff with changing the feed when there is satellite interference or other issues.

(20 hours)

UPS

An Uninterruptible Power Supply was added to the station to prevent system outages.

Stereo Audio Audio for WUCT was rewired to provide stereo audio instead of mono.

CLASSROOMS/LABS Mass Media Lab

Mediation (Barb DeSanto)

Installed projector, screen, DVD player, and podium into Henderson 007, Mass Media lab

during winter break.

Allied Health Tricaster (Rusty Taylor)

Tested direct connection from Tricaster in Benton 111 Allied Health lab to Salina Regional

Health Center, in order to provide “live” demonstrations to distance education students of

labs with the SimMan.

Classroom Renovations

Classroom renovations included removing and reinstalling projection equipment.

Summer 2008: 5 classrooms (Carnegie 200, 203, 300, 304, and 306)

Winter break: 4 classrooms (Henderson 007, Petro 224, 225, 226)

Summer 2009: 4 classrooms (Morgan, 158, Morgan 176, Morgan 268, Petro 121)

Three classrooms received cable replacements from the PC/DVD to the projector.

(Benton 211, Henderson 204, and Morgan 180)

Mediation-provided for Petro 104 using existing equipment from Whiting 253 that was

removed as a general purpose classroom.

Security alarms were installed on projectors in three classrooms during their

renovations.

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Faculty Online Training

WebCT-Two face-to-face WebCT sessions were provided for faculty and one MyWashburn Course Homepages vs. WebCT assisted session. More than 40 WebCT related one-on-one sessions were provided by support staff for WebCT. ANGEL-multiple meetings and

demos were provided to departments discussing the migration and implementation of ANGEL (CAS chairs, Allied Health retreat, noontime demo, Dept. of Education, Faculty Development workshop) Faculty training sessions to learn ANGEL were provided starting in Feb. 2009. Four faculty members completed the ANGEL training session and assisted online education staff with group faculty training sessions. (Don Kellogg-Allied Health, Michael McGuire-Psychology, Debbie Isaacson-Nursing, Jay Memmott-Social Work) Seven group sessions were provided that worked through an online training module developed by the Instructional Designer. Six sessions were supplemented by six face-to-face sessions for questions and interaction about each unit. An additional fully online session was also provided. 115 instructors registered for these sessions, with 50 completing the training. Summer 2009 training sessions were also provided, with approx. 34 faculty registered.

Online Education Totals

The number of online and web-assisted courses continues to increase annually as

compared to previous semesters. Summer 2008: 102 online courses, 24 web-assisted

with 89 instructors teaching online. Fall 2008: 152 online courses, 134 web-assisted

courses with 150 instructors teaching online. Spring 2009: 194 online courses, 133

web-assisted courses with 140 instructors teaching online.

The following graphs reflect those totals.

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22

Annual Accomplishments, Systems & Networking Services 2008 - 2009

New Staff

New Staff

Jeff Geist,

Systems and Network Administrator

Heath Barnhart,

Assistant Systems and Network Administrator

Lynn Cress

Systems and Network Administrator

Organizational Changes

Technical Support Center (TSC) brought under Systems and Network Services

Management.

Network Changes

New wireless network equipment installs in residential living:

LLC, Keuhne, West, and Washburn Village

Upgrade to 802.11N units in LLC

Mabee Library wireless upgrade

Network core and firewall redesign planned and implementation begun to support

Banner server upgrades

Network switches and network reconfiguration to support Pelco Endura security

camera system

23

KAW Area Technical School

Integration

Setup point-to-point fiber link with assistance from USD 501 to connect Washburn

and KAW

Reconfigured Kaw Network core and network infrastructure to integrate and extend

Washburn’s network to Kaw

Installed Barracuda Web Filter at KAW to manage required content filtering

Installed Cisco PIX firewall at KAW to improve security and network performance

Installed and implemented new virtual server at KAW

Configured an isolated teaching network at KAW utilizing a new proxy server to

allow access to outside resources while still protecting the Washburn and KAW

network infrastructure from being disrupted by activities on the teaching network

Segregated KAW’s wireless network to improve security pending full integration of

KAW wireless resources with Washburn wireless network

Purchase and implementation of Sophos Antivirus for KAW – reducing costs and

standardizing with Washburn

Development of standardized system images for Kaw computers

Migration from old KAW trouble ticket system to Washburn’s Bodprints system

Configuration of Windows Domain Trusts between WUAD and KATS Active

Directories to allow cross-authentication between domains

Migration of KAW computers into WUAD

Installation of WUAD domain controller replica on-site at KAW

KAW building K fiber installation and network upgrade

New Servers Installed

IBM p-Series server with Logical Partitioning for Banner Upgrade

IBM VMware server cluster for Banner Upgrade

IBM AIX Servers

AIX Network Installation Manager server

OAS-EM test and production

Database test and production

ODSEDW test and production

OAS-INB test and production

Batch Test and production

Cascade content management system – production and test servers

New e-Print production and test system – production and test servers

remote.washburn.edu Linux remote access server

iAlert emergency alert system server

Off-site backup web and DNS server

Security and vulnerability scanning server

Subversion software revision control server

24

Luminis Servers

Two Test portal Servers

Test Resource Server

Test e-Mail Server

Test Calendar Server

New Windows 2008 Terminal server cluster

Two new Windows 2008 file servers for storage of sensitive data

WUAD Domain Controller for Kaw

New Gameplan server for Athletics

New III server for Mabee Library and multi-institution consortium

Test deployment of Flash video server

Touchnet Credit Card Processing

Touchnet Credit Card Processing: Two test servers

Two production servers

Mac OS X-Serv server

QuickBooks server

MAPS test server

New Imaging test and production servers

New Rendering test and production server

Proxy server for Kaw teaching network

Microsoft systems Center configuration Manger server

(46 in all)

Training

Clayton Peters: Pelco Endura training

IBM p550 on-site training

Shawn Geil: IBM DS series storage

IBM Network Install Manager

IBM Virtualization Technologies

Jeff Geist: Microsoft Systems Center Configuration Manager

Windows 2008 Terminal Server

Windows Server 2008 and Active Directory 2008 Update Training

(pending week of June 22nd)

Certification

Clayton Peters: Pelco endure Technician certification

All SysNet: Fiber optic Operator certification

25

Other Items

Substantial modifications to Windows user account creation scripts to better support

Mac WUAD clients

First full physical inventory of computer systems at Washburn

Inventory of computer systems at Kaw

New systems installed for summer 2008 computer buy: 319

Adobe software new purchases installed: 107

Design

Designed server architecture to support new SunGard SCT Banner and Luminis

upgrades and Enrollment Management Implementation.

Redesigned core and server-room network architecture to support new Banner and

Luminis servers as well as to improve existing services.

Redesign backup process to improve backup and restore performance by utilizing

staged backups to disk and tape.

Implemented Journaling backups to substantially speed up nightly backup processes

on major file stores.

Wake-on-LAN implementation to support improved power savings by allowing

system shutdowns without interfering with ability to received patches and software

updates as well as ensure timely wake-up of powered off computers.

26

Annual Accomplishments, Enterprise Application Services 2008 - 2009

SUPPORT

Institutional Reporting

Wrote 30 reports and report modifications using specifications obtained from Institutional Research. Provides vetted reports for academic areas. This is a decrease of 25% from the previous fiscal year.

Events

Supported the following Washburn University Events through Web-based and/or database systems: Math Day, Math Placement Exam Registration, EN300 Placement Exam Registration, WSGA President, Senate & Freshman Elections, Homecoming King and Queen Elections. These systems simplify data collection and provide more immediate information.

Banner/Partner System

Maintenance

Successfully implemented the new 0910 financial aid year in Banner. Recurring accomplishments such as admission, registration of students, creation of new schedules, fee assessment, 1098-Ts, W-2s, salary planner, Evisions transcripts, Touchnet credit card table updates, population selections, FormFusion e-mails to students, analysis of tuition assessment, etc. These repeating events often come with new requirements/features for implementation.

Census Reporting Fall and spring database clones requested by Institutional Research for census reporting.

Duplicate PIDMS

Researched and fixed 520 duplicate PIDMs, representing about 0.50 FTE (at 2 hours/dup pidm). 79 of these duplicate PIDMs came about as a result of the load of KAW data.

Name Changes

Processed 351 name changes. Each name change can take up to a half hour of ISS staff time to process, and the average time period between the request and the completion of the name change request has been 38 days, as users are given time to communicate with us about whether or not the name change request has been accurately entered.

New Employees and

Terminations/Transfers.

Processed 208 account terminations/transfers and 88 new/transferred employee accounts.

Account Deletions

September 2008, deleted 1329 accounts, leaving 13368 MyWashburn accounts. February, 2009, deleted 4921 accounts, leaving 12,305. June, 2009 deleted 16,072 accounts, leaving 12,309 accounts. The June deletions were high due to the fact that MyWashburn accounts were automatically created for WU Tech students, but not used.

Web Site Maintenance

Registrar's Important Course Dates Report, Late Class Add Form, Business Office Excess Financial Aid Web Page Changes (Yearly), Continuing Education Web Site, Transfer Guides.

PHASEOUTS

Accsp2 Assisted in moving scripts and databases off of accsp2, so that this system could be shutdown November 21, 2008.

27

Webmastering

Assisted with transitioning the webmaster position to Instructional Services.

THE UNEXPECTED

E-mail

In March, and again in June, the e-mail store experienced corruption, and staff assisted with reconstructing mailboxes for employees affected by the corruption.

THE NEW

SSO to Angel

Implemented Single Sign on to Angel for pilot Angel courses during Summer 2009.

MAPS Server Configured a new MAPS server for secure access to Intellecheck.

Terminations Workflow

Wrote database triggers to provide for workflow notifying providing notification to selected offices when an employee has terminated employment.

Development Tickets

Requests for development of new reports/extracts/applications requiring more than two hours of an employee’s time are stored in a development database for tracking. 207 of these requests were completed during the 2008-2009 academic year. At the end of the 2008-2009 academic year, 185 tickets remained open (representing an increase of 62%). At the end of the 2008-2009 academic year, 54 tickets are in maintenance mode, indicating our continued support for these developed systems.

Reporting/Extracts

Examples of reports/extracts created/modified for functional areas include Life Insurance Report, Scholarship Award Total Report, Third Party Student Account Info, Feed Documents for Housing Deposits, Banner Security Class Profile, Inventory by Room and Department, Purchasing Vendor Reports, Banner User Profile

Application Development

Built/modified the following Web-based applications to support the mission of the university: -Academic Reports revisions -Music Library database -Instrument Checkout database - New online directory for employees (abandoned printed University Relations directory) -Online directory for students, honoring opt out. -Collection of race/ethnicity initially through self-service, and then through the account lookup process. -Refund Dates by Semester. -Online Course Schedule Search available from http://www.washburn.edu/schedule (abandoned printed line schedule) -Study Abroad Application Online. -“Find a Freshman” for mid-term grades. -Automatic upload of charges on student accounts. -Declaration of Major

28

Data integration

-Modifications to data sent to Teklock lock system -Transformational Experience declarations/completions from existing Web-based system automatically loaded into Banner overnight through API. -Began work on project to export and transfer invoice data from MBS to Banner.

Imaging of Banner

Account Request Forms and

Approvals for Access.

All of the Banner Account Request Forms filled out since the beginning of Banner were scanned and attached to employee records in Banner. Approvals for mass updates to Banner tables are scanned and attached to the approver’s record.

New Data

KAW Terms data imported into the Banner system for 12,367 KAW students, including academic history, in preparation for Washburn Technical Institute using Banner beginning Fall 2009.

iAlert

Created routines to transfer data securely to third-party software used to send emergency announcements through telephone or text messaging.

Software Sungard

Implemented Enrollment Management 1.1 (Recruiting and Relationships)

BodPrints Projects

Created three new projects in BodPrints:

- EAS-Reports tracks Crystal Reports; an inventory of 763 reports initially was used to populate the project.

- Banner Access tracks requests and approvals for Banner access and Banner table mass updates. During the last half of this fiscal year, 132 requests were entered in the Banner Access project.

- Banner PIN Requests tracks requests coming through a new Web form developed upon the request of the Business Office. This form allows a previous student to request that his/her PIN be snail-mailed to his/her permanent address on record, so that payments can be made through iBod.

-

New Banner and

Partner App Functionalities

Recruiting Communication Plan using Banner and FormFusion. Deferred Pay for KAW (now WU Tech) employees. Scholarship Budgets loaded into Banner instead of hand-entered. Fine Grain Access Control implemented to secure scholarship funds management. MyWashburn Student tab visible to all faculty support personnel Direct Lending features in Financial Aid. Teach Grant setup in Financial Aid.

Script creations/ reviews/modifications

Stuempextract modifications to provide for KAW employees in the online employee directory.

Personnel Searches

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29

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30

TRAINING

Received

3-day Oracle Application Server training – February, 2009 for Cathy Heit, Bethe Titsworth, Bill Bunten, Joyce Scheck, Eileen Brouddus and Susan Jarchow. 5-day SQL Training for Sandy Selden, March, 2009. Live Online Oracle Application Express training for Bill Bunten and Bethe Titsworth, December 2008. 3-day training on Luminis Data Integration for Gail Kenefake, Linda Griffin, Eileen Brouddus and Bill Bunten. April 2009

Given

Banner navigation training (ongoing) Scanning documents using Capture Perfect for storing on the NAS.

CONFERENCES

Financial Aid Attended by Sandy Selden. December 1 – 5, 2008.

SETA Conference

Gail Kenefake presented “Using FGAC and Protection of Sensitive Information Inside and Outside the Box” at the SETA Southwest Conference held in Phoenix Sept 21-23, 2008.

Banner Support Meeting

Held November Over 150 people registered for the 5th Annual Banner User's Group Conference for Kansas/Missouri institutions, hosted on November 12 and 13, 2008 by Washburn University. All members of the EAS staff attended. Presentations were made by Eileen Brouddus, Joyce Scheck, Bill Bunten, Bethe Titsworth, Susan Jarchow, Sandy Selden, Linda Griffin, Gail Kenefake and Gary McGirr.

Banner Summit

Attended by Sue Jarchow and Cathy Heit, March 22-25, 2009, Philadelphia, PA

THE FUTURE Upgrade to Luminis IV, implementation of ODS/EDW and the Enrollment Management Recruiting and Performance software, and upgrade to Banner 8 will be the largest projects we face in 2009-2010. We are ready for the challenge!

31

Annual Accomplishments, Security & Project Management 2008 - 2009

ISS Security & Project Management

Information Security

In FY09, work continued on the process of creating an Information

Security program. Due to the merger with KAW, the scope of this work

increased significantly.

Security Audit

An internal information security audit was undertaken in February

2009. The Nessus vulnerability scanner was used to scan all Washburn

and KAW IP numbers. Detailed audit reports are available at:

S:\ISS\Security\Scan Reports\FY09. Several vulnerabilities were found

and Bodprints tickets were created to track the resolution of these

items. At this date, many have been resolved but a few remain in

progress.

After the audit, the security officer monitored multiple resources

carefully to identify new vulnerabilities as they were discovered. A

master list of known problems was created, prioritized, and is reviewed

weekly at ISS staff meetings. The current list is attached at the end of

this document.

Remediation Items

The initial draft of Information Security regulations requested by the

Technology Steering Committee were completed and sent to them to

approve or recommend changes. These regulations identify a number

of areas where potential vulnerabilities exist. The committee will need

to decide if the regulations proposed are too restrictive for the risk they

eliminate. Examples include:

--Limit end user knowledge of admin password

--Limit anonymous uses on campus network

--Require servers with sensitive data to be housed in Bennett

--Require security review of all new software and services

--Require annual security audit by external company

--Destroy all storage media at end of life

--Require PCs to be in WUAD domain

--Require Law school to remove public IP numbers from desktop PCs

The Information Systems and Services department does not have

authority to enforce these (and other) remediation actions without the

support of upper management.

32

Other Information Security Accomplishments

--Continued security awareness communications including participation in National

Cyber Security Awareness Month and maintaining an Information security web site

for Washburn.

--Served on Educause Information Security Effective Practices working group.

--Completed work with Chartwells to plan their network changes for PCI

compliance.

--Monitored and responded to DMCA notices.

--Identified and responded to security incidents (spreadsheet attached).

--Participated in quarterly Regents Information Security meetings.

--Received approval to limit bandwidth of Gnutella and ARES traffic that was

generating many DMCA notices.

--Worked with Psychology faculty to plan for secure storage of human subject

data.

Project Management

Only one large project was assigned for project management in FY09, the

creation of a trust relationship between KAW campus and Washburn Campus. This

involved working with a team of system administrators and PC techs to check

configurations of every PC, server, and network switch at the KAW campus. Over

a 2-3 month period, operating system patches were applied, passwords changed,

switches reconfigured, and security scans run. At project completion, the trust

relationship was activated and now the two campuses are treated as equal from a

computer and networking standpoint.

Cable Infrastructure

Significant improvements and additions were made to the campus data

and telecom infrastructure. These include:

--Assist with design and planning for the Whiting renovation which is

nearly complete with 2 new telecom rooms. This also included new

fiber and copper from Whiting to Bennett and Morgan

--Provided training to other university employees who handle fiber optic

cable to assure that it is always cleaned and connected for proper

operation.

--Built fiber path across campus from Garvey to KTWU for future

telecasts.

--Assisted with planning and design of cable infrastructure for new

Police Emergency Operations Center.

--1087 trouble tickets were processed with 26 remaining open on

June 2.

--Planned and oversaw installation of new online locks in Memorial

Union

--Planned and oversaw installation of new online locks in Stoffer

--Installed new cabling in LLC, West, Keuhne, and Washburn Village to

provide connections for new wireless access points.

33

--Assisted with planning for online locks in Whiting

--Coordinated new cabling in Law School after asbestos abatement

--Installed new cabling and cable tray in Mabee library

--Assisted with WEA Wall of Honor infrastructure design

--Installed new cabling in Petro for newly constructed offices

--Installed cable tray in east wing 2nd floor of Morgan

--Abated cable under server room floor

--Connected grounding straps to all racks in server room

--Installed 72 new cables to 3 racks in server room

--Installed new fiber from Kaw building K to building L

--Installed cabling to support IR move to BTC

--Installed new cable tray first floor Morgan

--installed new cable in new HR offices

--Provided support/advice regards cabling needs for new security

cameras

--Recabled math department to telecom room 262A

--Pulled numerous cables to support temporary offices in Morgan for

HVAC work

--Relocated and rebuilt Garvey fiber POP

--Pulled numerous cables to support Benton office moves

--Recabled east and middle wings (second floor) of Morgan to remove

switches from ceiling.

Photo of cable maintenance required during Morgan HVAC work. Old

cables from the 1990’s were uncovered and revealed they were running

through a hidden fire damper.

35

Telephone Systems

Responsibility for telephone systems was moved to this area in FY09.

This includes both the Washburn Nortel and KAW Avaya systems.

--Purchased, configured, and installed an autodialer system for both

Washburn and KAW campuses. These systems are used to call all

campus phone numbers to deliver an emergency message.

--Configured a new ACD group for the Admissions office

--Scheduled and received training on the Avaya phone system

--Created and installed 75 VOIP phones for temporary offices in Morgan

during the HVAC work.

--Added support for new digital Polycom unit

--Shipped 59 phone sets back to ATT for repair

--Processed monthly phone bills (external, internal, long distance, and

MACs)

--Troubleshooting issues with international faxing

Phone Support Tickets Closed FY09

0

20

40

60

80

100

120

140

160

180

200

Jul‐08 Aug‐08 Sep‐08 Oct‐08 Nov‐08 Dec‐08 Jan‐09 Feb‐09 Mar‐09 Apr‐09 May‐09 Jun‐09

36

Security Incidents Summary

Mo Day Time Type IP Location Description

Year 2008

Jul 03 13:50 DMCA 198.252.8.217 Wireless Multiple – see email - gnutella

Jul 04 14:10 DMCA 198.252.8.215 Wash. Village Multiple – see email - gnutella


Jul 08 22:31 DMCA 198.252.8.215 Wash. Village Multiple – see email - gnutella


3:30 DOS KAW Excess traffic overloaded ISA and Server

Jul 25 11:00 PCI Aceware/CE Janet Cook turned on local storage of credit

card numbers

Aug 25 14:10 Data leak www.washburn WINS posted on web site for about 30 minutes

of FB team

Sep 02 15:20 DMCA 198.252.15.214 LLC BitTorrent the dark knight

Sep 05 6:22 DMCA 198.252.15.217 Tsunami Gnutella eminem

Sep 04 14:29 DMCA 198.252.15.215 WV Gnutella bon jovi

Sep 06 3:33 DMCA 198.252.15.214 LLC Gnutella hinder

Sep 08 14:43 DMCA 198.252.15.216 Wupublic Gnutella buckcherry

Sep 10 8:30 Acct use Gary Baker Email acct was used to send 30,000+ spams

Sep 11 4:13 DMCA 198.252.15.214 LLC Gnutella lil wayne

Sep 12 13:30 Theft Biology Laptop used for research, connect to high

speed camera

Sep 15 23:38 DMCA 198.252.15.215 WV Gnutella daughtry

Sep 15 19:13 DMCA 198.252.15.217 Tsunami Gnutella counting crows

Sep 15 13:30 DMCA 198.252.15.216 WUpublic Gnutella colbie

Sep 16 7:53 DMCA 199.252.15.217 Tsunami Gnutella mayer

Sep 18 4:53 DMCA 198.252.15.214 LLC Gnutella fergie

Sep 19 20:10 DMCA 198.252.15.216 WUpublic Guntella bowwow

Sep 19 2:37 DMCA 198.252.15.214 LLC Gnutella mayer

Sep 19 15:20 DMCA 198.252.15.216 WUpublic Gnutella colbie

Sep 19 18:32 DMCA 198.252.15.217 Tsunami Gnutella ludacris

Sep 20 23:32 DMCA 198.252.15.216 WUpublic Gnutella goo goo dolls

Sep 21 9:46 DMCA 198.252.15.214 LLC Gnutella hilson

Sep 22 6:31 DMCA 198.252.15.214 LLC Gnutella cagle

Sep 23 0:48 DMCA 198.252.15.217 Tsunami Gnutella metallica

Oct 01 5:10 DMCA 198.252.15.215 WV Guntella

Oct 01 11:31 DMCA 198.252.15.214 LLC Guntella

Oct 03 3:03 DMCA 198.252.15.216 WUpublick Gnutella

Oct 06 17:28 DMCA 198.252.15.214 LLC Gnutella

Oct 08 2:17 DMCA 198.252.12.214 LLC Ares

Oct 08 4:34 DMCA 198.252.15.217 Tsunami Gnutella

Oct 08 19:40 DMCA 198.252.15.215 WV Gnutella

37

Oct 08 3:18 DMCA 198.252.15.217 Tsunami BitTorrent

Oct 10 15:59 DMCA 198.252.15.217 Tsunami gnutella

Oct 10 9:33 DMCA 198.252.15.214 LLC gnutella



Oct 12 6:48 DMCA 198.252.15.216 WUpublic Gnutella


























Nov 01 8:51 DMCA 198.252.15.216 WUpublic Gnutella


Nov 03 16:53 DMCA 198.252.15.214 LLC Gnutella

Nov 03 18:47 DMCA 198.252.15.215 WV Gnutella

Nov 05 0:51 DMCA 198.252.15.217 Tsunami Ares


Nov 10 11:26 DMCA 198.252.15.217 Tsunami Gnutella

Nov 11 2:57 DMCA 198.252.15.214 LLC Ares

Nov 11 23:18 DMCA 198.252.15.216 WUpublic gnutella

Nov 12 7:36 DMCA 198.252.15.215 WV gnutella

Nov 13 21:15 DMCA 198.252.15.217 Tsunami gnutella

Nov 13 21:31 DMCA 198.252.15.215 WV BitTorent

Nov 14 19:10 DMCA 198.252.15.216 WUpublic gnutella

38

Nov 17 3:45 DMCA 198.252.15.217 Tsunami Unstated


Nov 20 10:21 DMCA 198.252.15.217 Tsunami Guntella



Nov 22 3:59 DMCA 198.252.15.215 WV BitTorrent



Dec 03 23:37 DMCA 198.252.15.216 WUpublic Gnutella

Dec 04 7:29 DMCA 198.252.15.216 WUpublic Gnutella

Dec 06 22:39 DMCA 198.252.15.215 WV Gnutella

Dec 10 4:29 DMCA 198.252.15.214 LLC Gnutella

Dec 12 3:12 DMCA 198.252.15.215 WV Gnutella

Year 2009

Jan 04 3:40 DMCA 198.252.15.245 WV Gnutella


Jan 15 17:44 DMCA 198.252.15.247 Wustudents Gnutella


Jan 17 3:45 DMCA 198.252.15.244 LLC Gnutells

Jan 19 9:54 DMCA 198.252.15.216 WUpublic Gnutells

Jan 21 17:52 DMCA 198.252.15.216 WUpublic Gnutella

Feb 04 8:37 DMCA 198.252.15.216 WUpublic Gnutella

Mar 01 9:12 DMCA 198.252.15.245 WV BitTorrent

Mar 13 18:59 DMCA 198.252.15.247 WUstudents Gnutella

Mar 24 19:06 DMCA 198.252.15.245 WV BitTorrent

Apr 10 22:29 DMCA 198.252.15.244 LLC eDonkey

Apr 12 9:38 DMCA 198.252.15.244 LLC Gnutella

Apr 26 3:58 DMCA 198.252.15.244 LLC Ares

May 07 11:38 Intrusion www Bennett

May 09 12:00 DMCA 198.252.15.244 LLC Ares

May 10 17:18 DMCA 198.252.15.244 LLC Ares

May 11 14:22 DMCA 198.252.15.216 WUpublic Ares

May 12 5:25 DMCA 198.252.15.245 WV BitTorrent

May 13 1:44 DMCA 198.252.15.244 LLC Ares

May 29 14:48 DMCA 198.252.12.194 Union/LLC office BitTorrent

39

Unresolved Security Vulnerabilities

June 5, 2009

Ticket # Description

Discovered AGE Public IP PII Impact Total

121420 PHP 12/12/08 6 5 5 5 21 115815 Phone systems 07/29/08 12 0 0 5 17 655 SSN as PIN 04/18/09 2 5 5 5 17

130531 List of public web apps 08/25/08 11 2 2 2 17 130718 stu_emp_extract 05/11/09 1 5 5 5 16 121667 EDExpress at KAW 12/19/08 6 0 5 5 16 115401 PCs w Local Admin 07/16/08 12 0 0 4 16 115231 Java 07/11/08 12 3 15 130367 MS IIS 05/20/09 1 5 3 4 13 128691 Encrypt some backups 03/26/09 3 0 5 5 13 128689 Secure psych folder 03/26/09 3 0 5 5 13 129727 Oracle patches 04/28/09 2 0 5 5 12 123015 .NET 01/29/09 5 3 1 3 12 129183 Cisco ASA/PIX 04/10/09 2 5 0 4 11 124588 NESSUS 192.104.1 red 03/18/09 3 5 1 1 10 124591 NESSUS 192.104.1 other 03/18/09 3 3 2 2 10 130191 Make NTIE secure 05/14/09 2 0 5 3 10 128675 Drop off folders 03/26/09 3 0 5 2 10 305 Banner login audit 12/11/07 6 0 2 2 10

130860 Vmware 05/29/09 1 3 3 2 9 124637 NESSUS KAW 03/19/09 3 0 3 3 9 124570 NESSUS 198.252.11 03/19/09 3 0 3 3 9 124579 NESSUS 198.252.13 03/19/09 3 0 3 3 9 124583 NESSUS 198.252.15 03/19/09 3 0 3 3 9 124594 Helix 03/18/09 3 3 0 3 9 130576 AIX file overwrite 05/20/09 1 3 2 2 8 124615 NESSUS 198.252.9 03/19/09 3 3 0 2 8 122551 Quicktime 01/21/09 5 0 0 3 8 123536 Dreamweaver 02/13/09 4 0 0 4 8 123976 Adobe Flash 02/25/09 4 0 0 4 8 123839 Adobe Reader 02/20/09 4 0 0 4 8 124608 NESSUS 10.30.0 03/19/09 3 0 0 3 6 130615 EAS VLAN config 05/29/09 1 0 0 5 6 130507 MAC 67 patches 05/13/09 1 0 0 4 5 126273 NESSUS PC scan 4 03/20/09 3 0 0 2 5 126261 NESSUS PC scan 3 03/20/09 3 0 0 2 5 126257 NESSUS PC scan 2 03/20/09 3 0 0 2 5

40

124592 NESSUS PC scan 1 03/20/09 3 0 0 2 5 130505 Java on Mac 05/20/09 1 3 4

41

APPENDIX I – ORGANIZATIONAL CHART (AS OF SEPTEMBER 2009)

42

APPENDIX II – PROGRAM REVIEW PROGRESS REPORT

Washburn University

Program Review Progress Report January 23, 2009

Progress Report on Program Review submitted December 2005

Information Systems and Services

2

Table of Contents

Introduction Survey Instruments

Survey Results and Analysis Suggestions for Change

Conclusion

Appendix I – ISS Annual Report, July 2006 – June 2007 Appendix II – ISS Annual Report, July 2007 – June 2008

Appendix III – ISS Organization Chart

3

Introduction

Information Systems and Services is a support unit managing university -wide information resources. The unit is under the direction and guidance of the Vice President for Administration and Treasurer and the Technology Steering Committee which sets IT policies.

The following Program Review Progress Report updates and supplements the Program Review dated December 2005. The Committee has requested that ISS provide a progress report “detailing the results of the constituent/consumer outcome measurements and how they are being used to evaluate achievement of the unit’s goals and objectives.”

Part XII of the December 2005 Program Review details the data required and the specific metric or assessment needed. The Results section of this progress report, details the goals, objectives, and assessments and the measurement method.

The report also addresses the “Suggestions for Change” which the Committee has flowed through from the Program Review. This document updates the progress made on these initiatives.

Three primary data sources were used for this effort. The first is a specially constructed survey which addressed the requirement for client surveys, where requested. The second is our randomly sampled BodPrints customer satisfaction survey. The BodPrints application randomly produces a feedback form which is presented to the user for feedback. The third source is data from our systems themselves. Most of the major systems (spam filters, backup system, web servers, etc.) produce logging data as part of their normal operation.

The next four sections comprise the Progress Review information. The first section, Survey Instruments, addresses the instruments used to gather client data. The Survey Results and Analysis section details the survey questions, responses, and comments on the responses. The section, Suggestions for Change, details the results since 2005 on ISS’s progress on self-identified objectives. Finally, we present some thoughts on our progress these past three years.

4

Survey Instruments

Two instruments were employed to gather data from cl ients for this progress report.

The first was a survey distributed using the Targeted Announcement. Three surveys were customized for the target population – one each for faculty, staff, and students. Using separate surveys provided the capability to modify the context of the question fo r the audience and distribute the appropriate questions to the suitable groups. A screen shot of a survey is reproduced below.

The second instrument is a feedback mechanism included as part of the BodPrints ticket management system. A screen shot is reproduced below.

5

Results from Part XII: Future Program Goals, Objectives and Assessment

The following pages present the goals, objectives, and assessment results requested in the Program Review Progress Report.

The format follows the Part XII section of the Program Review as shown below.

A. Goal

a. Objective [Assessment]

Survey result or metric

6

A. The university will provide and maintain technology to support classroom and online learning.

a. Ensure that faculty will have a desktop solution with capabilities for accessing media-rich tools. [Numbers of PCs on desktop]

ISS has provided all faculty with desktop or laptop PCs. All “net stations” have been removed from desktop use. A typical system is a Dell desktop purchased within the last 4.25 years running Windows XP; Mac OS X systems have been supplied at department request for some areas. These are installed with the following supported software applications (current base install, equivalent software is available for Macs):

• Windows XP • Internet Explorer 7 • Windows Media Player 11 • Microsoft Office 2007 • Word 2007 • Excel 2007 • PowerPoint 2007 • Infopath 2007 • OneNote 2007 • Publisher 2007 • Windows Movie Maker • Adobe Reader 9 • Adobe Flash Player 10 • Adobe Shockwave 10 • Quicktime Player 7.5 • Real Player 11 • Mozilla Thunderbird e-mail client • CoreFTP • SciFinder Scholar • Sophos Antivirus • DVD Playing software for systems with DVD-ROM drives • CD-Burning software for systems with CD-RW and DVD+/-

RW drives More detail is available on the core supported software page located at this address: http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS_Core_Supported_Software_p352.html Current data show 1,229 desktop PCs and Laptops on campus deployed to faculty, staff, and departments. (Note: this does not include lab or other common-use computers)

http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS_Core_Supported_Software_p352.html

http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS_Core_Supported_Software_p352.html

7

b. Equip, maintain and upgrade classrooms and computer labs for instructional technology with provisions for discipline-specific applications where appropriate. [Number of mediated classrooms, evaluation of procedure for requesting additional software]

Currently, all 79 “general purpose classrooms” (as defined by Academic Scheduling & Commencement) have been mediated. Requests for additional software installs are processed through academic or administrative department heads before being passed on to ISS. ISS reviews the following considerations:

• Licensing and other legal requirements or limitations • Compatibility with existing systems and applications • Ongoing support requirements • Purchase costs, if applicable, and ongoing support costs • Similarity in function to already existing or alternative

software – in order to reduce costs, we will consult with requestors to determine if the same functionality can be provided with existing or lower-cost alternatives, if applicable.

• Security review of software performed by the University Security Officer

8

c. Support online course management tools for usage within the traditional classroom or in a distance-learning environment. [Survey students and faculty.]

Faculty Survey:

Sufficient and timely support for WebCT, Respondus, and StudyMate is provided to faculty in developing and teaching online courses.

Strongly agree 14 20%

Agree 17 24%

Neutral 29 41%

Disagree 7 10%

Strongly disagree 3 4%

Faculty Survey:

Sufficient training and support is available to faculty utilizing MyWashburn course tools in web-assisted, hybrid courses, or within the traditional classroom setting.


Agree 22 31%

Neutral 30 42%

Disagree 8 11%


Student Survey:

Technical support for students taking online courses is sufficient and provided in a timely manner.


Agree 99 29%

Neutral 180 53%

Disagree 15 4%


9

d. Enhance the

learning experience through emerging technologies. [Survey students and faculty]

Faculty Survey:

Washburn University has enhanced the learning experience with emerging technologies, such as “clickers” for use in the traditional classroom.


Agree 22 31%

Neutral 24 33%

Disagree 9 13%


Student Survey:

Washburn University has enhanced the learning experience with emerging technologies, such as “clickers” for use in the traditional classroom.


Agree 126 37%

Neutral 148 43%

Disagree 22 6%


In addition to clickers, ISS has encouraged the adoption of PowerPoint remote presenters. These devices free faculty from the need to stand at the classroom computer and still control their PowerPoint presentation. For three Fall semesters, ISS has distributed 50 remote presenters to full-time faculty at no charge.

B. The university will provide and maintain technology to increase the efficiency and integrity of the business tasks of the university.

10

a. Provide a centralized database with data entry standards allowing for secure access to data as needed for reporting and/or analysis. [client response to surveys]

Faculty Survey: I am satisfied with the tools available to obtain information from our administrative software Banner. (Examples of tools you may use include MyWashburn self-service, Crystal Reports, Academic Reports, Mailing Labels, Employee Directory, and the Student Directory.)


Agree 19 26%

Neutral 23 32%

Disagree 8 11%


Staff Survey: I am satisfied with the tools available to obtain information from our administrative software Banner. (Examples of tools you may use include MyWashburn self-service, Crystal Reports, Mailing Labels, Employee Directory, and the Student Directory.)

Strongly agree 5 5%

Agree 49 53%

Neutral 21 23%

Disagree 14 15%


Student Survey: I am satisfied with the tools available to obtain information from our administrative software Banner. (Examples of tools you may use include MyWashburn self-service, Employee Directory, and the Student Directory.)


Agree 195 57%

Neutral 58 17%

Disagree 26 8%


Providing usable data from the Banner Student Information System has been a challenge. The Sungard provided reports are not usable or complete. There has been significant growth in the number of Crystal Reports developed which has provided some relief. New since 2005 are the mailing label application, and the new employee and student directories. Also, Academic Reports report suite has made 56 real-time academic reports available for managing classes and enrollment.

https://secure.washburn.edu/iss/employee-directory/

https://secure.washburn.edu/iss/student-directory/









11

b. Provide integrated systems to enable conducting the business of the university online. [number of successful implementations of integrated systems]

Currently, Enterprise Application Services is maintaining the following systems, reported during the December 2005, Program Review, as a part of the Unified Digital Campus: SunGard Banner, Luminis Portal, Document Imaging, E-print, Touchnet Payment Gateway, Touchnet Student Account, Sun One e-mail, Sun One calendar, and WebCT online course software. A project is in progress to implement Enrollment Management software utilizing prospect data stored in Banner. As a part of the Relationships piece of this software, the Luminis software may be used to extend the portal to potential students. As a part of the performance measurement function of the software, an Operational Data Store and Enterprise Data Warehouse will be brought into production. The implementation of the Enrollment Management software requires an update to the Luminis software, e-mail, and calendar systems. In addition, Enterprise Application Services will be implementing a solution to "clean" addresses upon data entry, whether it be through Banner forms or self-service. Enterprise Application Services will also configure Single Sign On for the new learning management system to be chosen by the University (replacing WebCT).

B. The university will utilize a process for standardizing technology hardware and software on campus to promote compatibility, ease of use and support.

12

a. Coordinate the selection and purchase of campus-wide hardware and software to maximize funding allocation. []

ISS has coordinated and consolidated purchases of hardware and software

• Annual summer computer buy – we take advantage of substantial discounts available when purchasing standardized desktop and laptop models in bulk from both Dell and Apple

• Consolidation of Technology Request purchases – bulk or multi-item purchase discounts are available when processing Technology Request Purchases, e.g. HP Printers

• Regular coordination with purchasing to ensure review of technology purchases in order to prevent inadvertent purchasing of redundant, non-standard, or otherwise over-priced software and hardware

• Campus software licenses for common products: o Microsoft software, including Office, Windows

Desktop and Server Operating Systems o Adobe Campus Licensing Program provides

substantial discounts on Adobe software o Purchase and maintenance of multi-user or network-

based licenses for additional software, such as SAS and SPSS

b. Utilize an authentication scheme that provides for access to computing technology across campus. [growth in usage of Active Directory]

Since 2005, the campus Active Directory has grown from a limited test deployment to providing authentication and authorization to desktop resources across campus. Current Active Directory utilization is substantial; virtually all systems on campus are integrated with it. Growth is still occurring in some areas:

• Kaw Area Technical School campus integration is planned over Spring and Summer 2009

• Law School adoption of Campus Active Directory is limited but increasing

• Integration of all Mac OS X system authentication with Active Directory is expected to be completed by Summer 2009

• Integration of other services is planned where feasible with new Banner and Learning Management system implementations

• Active Directory currently incorporates: o 1797 listed non-server computers (desktops and

laptops) o 15152 Individual users (faculty, staff, current

students, inactive student accounts not yet scheduled for deletion, affiliates, emeriti, etc.)

c. Upgrade campus-wide software on a regular basis. [growth in usage of Active Directory]

Active Directory in combination with Microsoft Systems Center Configuration Manager allows ISS to inventory software on client systems and push updated software to clients, as needed. This was used to deploy Office 2007 prior to the Fall 2007 semester, as well as maintain other software updates and patches without having to use labor-intensive methods. On the Office deployment alone, we estimate a savings of more than one FTE.

13

d. Identify categories of desktop computer users and standard “image”s for each category. [published on the Web and communicated to campus]

We have standard PC and Mac computers: http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS__PC_Configurations_p350.html http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS__Mac_Configurations_p351.html Operating System and Application packages for various roles are available for quick deployment through disk imaging and/or Systems Center Configuration Manager. This includes customized images for various roles, including:

• Faculty • Staff • Lab • Customized application installs for selected labs • Mediated Classroom

e. Provide for network storage across platforms. [usage of network-attached storage, including shared space]

Using Active Directory for authentication and authorization, users can access centralized personal data stores (N: drive/Home directory) and common data stores (S: drive and others). Total available disk storage available for general use is 8.3 Terabytes, of which 2.4 Terabytes is currently in use.

C. The university will encourage available technologies that support communications among university constituencies and protect privacy.

a. Require the usage of washburn.edu e-mail accounts for official Washburn correspondence. [Statistics regarding usage of washburn.edu e-mail accounts]

All Washburn faculty, staff, and students have @washburn.edu e-mail addresses. Some faculty, staff and students have multiple e-mail addresses in Banner, but the @washburn.edu is the only e-mail address marked as preferred for all. ISS (and many other areas of the University) require the usage of the @washburn.edu for official correspondence.

14

b. Provide a portal for gaining access to university resources through single sign-on. [MyWashburn usage statistics]

All Washburn faculty, staff, and students have MyWashburn accounts. All faculty, except for Law School faculty, use MyWashburn accounts to assign grades. 80% of non-faculty employees use MyWashburn accounts to enter timesheets. Approximately 81% of students enroll online, and, to do so, must utilize their MyWashburn accounts. Resources requiring authentication and available through single sign-on from MyWashburn, with no need to re-authenticate, include: Sun e-mail client, Academic Reports, Course Textbook Requirements, Transformational Experience declarations, self-service, MyWashburn course tools, and WebCT.

c. Encourage the use of electronic communication tools for university announcements. [client response to surveys]

Faculty Survey:

I understand the university policies for communicating information to all students, faculty or staff.


Agree 35 50%

Neutral 11 16%

Disagree 12 17%


Staff Survey:

I understand the university policies for communicating information to all students, faculty or staff.


Agree 60 65%

Neutral 16 17%

Disagree 8 9%


15

d. Establish best practices for the usage of technology as a communication tool. [survey clients]

Faculty Survey: I am satisfied with the various tools available for communicating electronically with groups of colleagues and students. (Examples of tools you may use include e-mail aliases, targeted announcements, discussion listserv groups, and MyWashburn groups.)


Agree 33 46%

Neutral 13 18%

Disagree 12 17%


Staff Survey: I am satisfied with the various tools available for communicating electronically with groups of colleagues and students. (Examples of tools you may use include e-mail aliases, targeted announcements, discussion listserv groups, and MyWashburn groups.)

Strongly agree 5 5%

Agree 52 56%

Neutral 19 20%

Disagree 14 15%


Student Survey: I am satisfied with the various tools available for communicating electronically with groups of colleagues and students. (Examples of tools you may use include e-mail aliases, targeted announcements, discussion listserv groups, and MyWashburn groups.)


Agree 186 54%

Neutral 54 16%

Disagree 31 9%


D. The university will provide a secure and reliable technology service infrastructure.

16

a. Establish backup systems for critical data and infrastructure supporting information systems. [number of successful restores/number of requested restores]

Washburn currently uses IBM's Tivoli Storage Manager for server and data backups. Backups are retained in an incremental-forever fashion (full-backup initially, then only backup changes thereafter) with expiration dates for previously deleted files or number of old versions of files kept varying somewhat depending on type and server, but for most end-user and other critical data these are 56 days (8 weeks) for deleted files and up to 5 previous versions of files if those versions are no more than 8 weeks old. Two point-in-time full backups are taken per year for archival purposes, one in the first work-week of January, the other typically around the time of end-of-fiscal-year (end of June, beginning of July). Over the last 24 months, Systems and Network Services has received 95 requests for data restores. Of those, 89 restore requests were completed successfully, 6 could not be restored due to factors outside our control or due to backup policies (files not actually on a server, created and deleted on the same day, request for files previously deleted more than 8 weeks prior and beyond expiration period), 3 were unrecoverable for other reasons (recovered files were corrupt, files could not be successfully be reintegrated to original locations [e-mail], no backups of requested file location existed [issue corrected]) Successful restores have covered a wide range of areas and data volumes including but not limited to user data, e-mails, databases, log files, and complete server operating system restores. Overall success rate is 91% Success rate for materials covered under backup policy is 97%

17

b. Provide a secure and reliable infrastructure for voice, video and data transmission. [number of closets built to standard, power and cable audits]

Telecom Room Status - 2008

Meet spec Meet spec Projected to meet

Bui lding Room Type in 2005? in 2008? spec (i f funded)

LAW 202C SHELF NO NO -

LAW 214G OFFICE NO NO FY10

LAW 214I TABLE NO NO -

LAW PUBSRV TABLE NO NO -

LAW 125 SHELF NO NO -

LAW 214M SHELF NO NO -

LAW 213G SHELF NO NO -

LAW 260E SHELF NO NO -

L. CLINIC MECH SHELF NO NO -

KUEHNE MECH CABINENT NO YES -

WEST MECH SHELF NO YES -

BENNETT 103 RM NO YES -

100D OFFICE NO NO -

KTWU 103C TC NO NO FY12

106B RM NO NO FY12

WV-COMM 1 RM YES YES -

WV-BLDG1 220 RM YES YES -




SWRC 105 RM YES YES -

ART-BLDG 103 RM YES YES -

YAGER 318 TC YES YES -

BENTON 122C TC YES YES -

109 MECH NO NO FY10

216 MECH NO NO FY12

210 CEILING NO NO -

212 CEILING NO NO -

18


(CONTINUED)

INT HOUSE BSMT CABINET NO NO FY11

HENDERSON 1B RM NO NO FY11

113 CEILING NO NO

200 CORE NO NO FY13

300 CORE NO NO FY13

UNION 010A TC NO NO FY12

221 MECH NO NO -

WEA 9 RM YES YES -

BTC 8 TC NO NO FY13

LLC 38 RM YES YES -

000A TC YES YES -

100A TC YES YES -

200B TC YES YES -

300A TC YES YES -

400A TC YES YES -

GARVEY 107 RM NO NO FY10

235A CLASS NO NO -

MABEE 108 RM NO NO FY11

203B TC NO NO FY11

CARNEGIE 209 TC NO YES -

FACILITIES 100H TC NO YES -

FAC BLDG#1 100L TC NO NO FY13

PETRO 112 RM NO NO FY12

108 CEILING NO NO -

STGB TC NO YES -

211A TC NO NO FY10

2LOBBY CEILING NO NO -

19


(CONTINUED)

MORGAN PBX RM NO YES -

14 TC NO YES -

18 CEILING NO NO -

124 TC NO NO FY13

278 CEILING NO NO -

259 CEILING NO NO -

239 JANITOR NO NO -

262A RM N/A YES -

STOFFER 004C TC NO YES -

103 TC NO YES -

203B TC NO YES -

301B TC NO YES -

In the past two years, ISS has developed a cabling infrastructure standard which covers campus data closets. This standard was developed using the national BICSI standard. New construction and closet upgrades have been implemented using this standard. ISS has been working closely with Facilities on new construction projects ensuring these standards are included in the design and verifying resulting work is performed to these standards. Since 2005, 12 closets have been brought up to standard and one totally new closet was constructed. On-going projects are moving telecommunications equipment out of ceilings and into data closets.

20

c. Provide network capabilities to identify, isolate and prevent the spread of viruses, security threats, and spam. [Anti-spam software usage]

ISS has purchased campus site licenses for antivirus software. Previously this was for CA E-Trust antivirus. We recently transitioned to Sophos antivirus. The antivirus software is installed on all Washburn systems. ISS has purchased Barracuda Spam firewalls for inbound, and more recently, outbound e-mail. The inbound spam firewall, in nearly two years of use, has blocked:

• 102,161,589 Spam messages • 17,038 messages with viruses • 4,921,597 abusive e-mail servers

In addition, spam firewall has:

• Quarantined 329,541 e-mails as likely spam (and notified the recipients)

• Tagged 513,603 e-mails as possible spam (delivered to users)

• Delivered 7,996,880 e-mails to users as legitimate Our outbound Barracuda Spam firewall was put in place to protect ourselves our institution’s reputation from account compromises that have occurred when users have given out their Washburn e-mail account passwords. It has also helped us to improve our mitigation of incidents. This system has been in place for 6 months, in that time the outbound firewall has:

• Blocked 13,278 e-mail responses to known malicious accounts and fraudulent requests for sensitive information

• Blocked 32,582 spam messages • Blocked 181 messages with viruses embedded • Allowed 4,113,906 legitimate e-mails through to systems off-

campus

E. The university will provide education and support for the usage of technology meeting the needs of all of its constituents.

21

a. Extend the availability of technology support, ensuring a high level of problem resolution at initial customer contact and providing for a centralized monitoring of infrastructure [Technology Support Center statistics]

The Technology Support Center provides first and second-tier desktop and application support. Live staff is available on the phone or in person from 7:30am to 11:00pm, Monday through Thursday, 7:30am to 5:00pm Friday, 8:00am to 5:00pm Saturday, and 1:00pm to 11:00pm on Sunday. It is available for faculty, staff, and student questions and problems. A new requirement since 2005 is skills certification. The TSC staff is required to maintain at least A+ Certification and is encouraged to expand knowledge and certifications beyond this industry-standard IT certification. They are expected to be able to perform a high-level of first-call support resolution. For problems that require additional time or resources, tickets are entered into Washburn’s BodPrints ticket tracking system and tracked from origination to completion. Since implementation in 2006 to mid-December 2008, a total of 14,882 tickets had been processed through BodPrints Technology Support queue: 2006 – 3.570 2007 – 5,871 2008 – 5,441 (as of mid-December) Systems and Network Services provides monitoring of core servers, services, and network equipment. This is currently in transition from a legacy Nagios monitoring system to a newer Zenoss-based monitoring system. Notifications of problems are sent to all Sysnet staff via e-mail, as well as to an Sysnet emergency phone assigned to an on-call System Administrator. An ISS Survey as of December 2008 showed the following satisfaction levels with TSC Desktop Support Staff: Staff – 73% Agreed or strongly agreed that they are satisfied with the ability of ISS support staff to address desktop support issues, 15% disagreed. Faculty – 55% Agreed or strongly agreed that they are satisfied with the ability of ISS support staff to address desktop support issues, 32% disagreed. Clearly there is some room to improve with faculty, but overall we feel these results are positive.

22

b. Support the usage of Web-based resources to market and promote the university and its programs and services. [Survey clients]

Faculty Survey: I am satisfied with the access, training, and the tools available for web site development.

Strongly agree 3 4%

Agree 20 28%

Neutral 23 32%

Disagree 15 21%


Staff Survey: I am satisfied with the access, training, and the tools available for web site development.

Strongly agree 2 2%

Agree 29 32%

Neutral 45 49%

Disagree 9 10%


Student Survey: I am satisfied with the access, training, and the tools available for web site development.


Agree 136 40%

Neutral 129 38%

Disagree 32 9%


These scores are expected to improve in the future. We are in the process of rolling out a new content manager and new site design templates making it easier for clients to design and maintain websites. In addition, ISS was able to add a full-time webmaster as a community resource to assist in website development.

23

c. Centralize technology education efforts, making related resources available online. [Survey clients]

Faculty Survey: Online resources for learning new software (tutorials, information sheets, etc. made available by the instructional designer through the Technology Learning Center website) have provided valuable information and assistance.


Agree 27 39%

Neutral 25 36%

Disagree 5 7%


Staff Survey: Online resources for learning new software (tutorials, information sheets, etc. made available by the instructional designer through the Technology Learning Center website) have provided valuable information and assistance.


Agree 28 30%

Neutral 45 49%

Disagree 5 5%


The Technology Learning Center and Instructional Designer are new since 2005. The Center provides online guides for common tasks in Office 2007 (32), Adobe (23), MyWashburn (11), and Banner (10). In addition, the Center is home to instruction efforts for individual applications. In the last year, 34 individuals participated in Adobe Elements training where every participant received a copy of the software for use on their University-owned computer.

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d. Expand support of PCs. [Survey clients]

Faculty Survey: I am satisfied with the ability of ISS support staff to address my desktop computer support issues.


Agree 24 33%

Neutral 9 13%

Disagree 10 14%


Staff Survey: I am satisfied with the ability of ISS support staff to address my desktop computer support issues.


Agree 38 41%

Neutral 11 12%

Disagree 10 11%


We clearly need to address the reported difference in satisfaction with desktop support. These data do not agree with the random survey of satisfaction of those receiving service. In the item below, 90% stated their expectations were met and their issue was resolved. A review of the comments provided as part of the survey may provide an insight. In the comments, several faculty members were concerned about their ability to install software and administer their university-provided computers themselves. While systems are initially deployed from ISS without administrative rights for individual users, Deans have the ability to request administrative rights for any faculty member, if the Dean deems it necessary for the faculty member to effectively and efficiently perform their work. Under the direction of the Technology Steering Committee, and in accordance with the “least privilege” principle, administrative rights are not given by default.

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e. Recruit and retain a highly skilled information technology staff to adequately maintain, support and enhance support and services and to add new services as needed. [Survey clients]

BodPrints is the ticket management system which ISS uses to track service incidents. The system has a feature which allows randomly selected clients to provide after service ratings of the service received. Tickets are assigned across ISS, so these results are a broad representation of service provided. The following are the summary of the survey results: How was the service you received?

Exceeded Expectations 43 46%

Met Expectations 41 44%

Did Not Meet Expectations 9 10%

Was your issue resolved?

Exceeded Expectations 37 40%

Met Expectations 46 49%

Did Not Meet Expectations 10 11%

--- Faculty Survey: Since 2005, the performance of ISS desktop support in terms of knowledge of technical issues and their ability to resolve them has improved.


Agree 19 26%

Neutral 21 29%

Disagree 12 16%


Staff Survey: Since 2005, the performance of ISS desktop support in terms of knowledge of technical issues and their ability to resolve them has improved.


Agree 34 37%

Neutral 27 29%

Disagree 9 10%


The performance improvement noted by our clients (Faculty-47% and Staff 60%) is a clear win. Changes in personnel, training, and organization have produced a notable difference in the quality and effectiveness of support.

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Suggestions for Change (update)

Six elements were presented in the Program Review, and flowed through in the Committee report, as suggestions for change. Significant progress has been made on these initiatives. The following addresses ISS efforts since the 2005 Program Review.

Change Item Progress

Implement a security plan and disaster plan. Incidents have happened at neighboring institutions already.

Security Plan – the University has staffed the position of Information Security Officer. He has produced a first draft of a security plan for review and comment by the University Community. In addition, we have completed security scans (patching dozens of server vulnerabilities), executed data storage reviews (moving hundreds of FERPA-regulated files behind firewalls), and implemented a fast response to desktop workstation vulnerabilities – using network tools to patch hundreds of workstation a day.

Disaster Plan – During the summer of 2008, we completed the installation and commissioning of a diesel-fueled 300 KW generator to support continuing operation in Bennett Hall’s server room, the telephone system, and the Washburn Police Department during a power outage. This is our first step in implementing business continuity measures. We have an ongoing project with USD501 to co-locate equipment in each other’s data centers to ensure continue operations in the face of disaster.

Improve the quality of the campus network to industry standards.

ISS has developed a standards document for campus data closets. The standard is used for all new construction and remodeling efforts. We have completed two projects in the last quarter – moving networking equipment from ceilings and mop closets to data closets.

Reduce turnover of ISS staff by paying more competitive salaries; the University might also consider liberalizing its tuition reimbursement plan.

When possible, we have used market data to augment salaries to competitive status. This has been an important component in our ability to hire competent technical staff.

PCs and Macs demand more support than (sic) Net Stations. More support positions need to be funded by ISS and academic units.

In 2005, ISS had one full-time support technician. Since that time, we have added four desktop support technical staff. These individuals are located in the buildings they service – providing personal service.

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Hire an instructional coordinator. The individual in this position would train ISS staff, and faculty. Virtually all faculty members should be using technology support more fully in their classes.

Since the 2005 Program Review, we have hired an Instructional Designer for training faculty and staff. The Instructional Designer has delivered group sessions, online modules, and one-on-one assistance. In addition, we established a faculty and staff training center – The Technology Learning Center in Bennett Hall, room 102.

Provide more access to Banner data – particularly to support academic decision making and HLC accreditation needs.

There has been significant growth in the number of Crystal Reports developed to provide data for operational units. Other report applications include the mailing label application, the new employee directory and the student directory. The Academic Reports report suite has made 56 real-time academic reports available for managing classes and enrollment.

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Conclusion

The ISS organization has undergone significant change in the past two years. A new organization has been implemented and focused on meeting client needs at the point of use. We have systematically addressed issues noted in past Program Reviews, worked on issues identified in the ISS Strategic Plan, and used data to modify procedures and processes to make them more efficient.

As a result, we have a long list of achievements which has made a significant difference for our clients. The details are available in the Annual Reports for 2006-2007 and 2007-2008. A few highlights are presented here:

• We mediated ALL remaining general classrooms using funds from ISS operating budgets.

• Arranged to have Microsoft Office and Windows XP/Vista available for home use by faculty and staff for $9, to students for $79. Setup Adobe CLP licensing for Adobe and Macromedia products – reducing the cost of the products by about 50%.

• Installed an Internet traffic shaping device which dramatically improved our Internet performance. We increased the Internet carrying capacity by over 100% and contracted with a second Internet Service Provider to provide a redundant connection to the Internet.

• Implemented system management software making it possible to install software on all University computers at the same time, saving thousands of technician hours. This allowed us to complete the Office 2007 rollout to all University desktops in time for the Fall 2007 semester. We were the first university in Kansas to complete the upgrade.

• Designed and installed an eleven camera security system for the Mulvane Museum – on three week’s notice – to enable the on-time opening of the Museum.

• Updated WebCT hardware which removed the 50 MB limit on the size of classes on the system.

• Designed and produced over 75 web video broadcasts for football, basketball, and volleyball home games. Production crew members were drawn from Washburn Mass Media students, providing the students with real-world experience on a broadcast crew.

• Redesigned the technology support model placing technicians in the buildings, decentralizing support resources. Deployed four additional desktop support personnel and increased their skills through training and certification. All ISS personnel are required to attend at least one training event each year.

• We have augmented existing staff and hired a webmaster to improve our web presence and as a technical resource for clients. We have purchased and implemented a new content management system and are currently porting the current website into a new template design.

• The Technology Learning Center was established and outfitted with software and hardware not generally available on campus. An instructional designer was hired to provide direct training and develop training materials for clients.

• Designed and established standard computer configurations saving tens of thousands of dollars each year. Deployment was dramatically improved. Purchased computers were installed within three weeks of arrival and before fall semester begins. Computers were purchased with custom image on hard drives to eliminate costly setup by WU personnel.

• Working with Continuing Education, we researched, qualified, installed , tested, and successfully rolled out a Student Information System designed primarily for continuing

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education courses. The web-based system has allowed Continuing Education to accept enrollment entirely through the web – including credit card payment.

• Built the following web-based applications: Academic Reports, Assessments Web Site System, Music Listening Library System, Transformational Experience System Phase I & II.

• Developed a credit card widget to allow the University to take credit card payments securely over the web.

• By request of faculty and students, ISS purchased additional disk space and increased email storage space for students from 10 MB to 100 MB, and 1 GB for law students.

• Held the first ever Washburn Technology Fair at Bradbury Thompson Center. Over 15 companies and academic programs exhibited. Attendance was well over 300 from faculty, staff, students, and the public.

• We completed the installation and commissioning of a diesel -fueled 300 KW generator to support continuing operation in Bennett Hall’s server room, the telephone system, and the Washburn Police Department during a power outage. This is our first step in implementing business continuity measures.

• Deployed wireless technology to Stoffer Hall and all student residence halls using a next generation, high-density technology, capable of supporting scores of simultaneous clients.

• Adopted a standard student response system (clicker) which was recommended by the Faculty IT Advisory Committee.

The combined list of ISS accomplishments detailed here is much greater than in any other two year period. The service expansion and infrastructure improvements have placed Washburn on a solid footing for the future. Further, the objectives from the strategic plan and Program Review were effectively completed.

Since the age and condition of the IT infrastructure in 2005 was below standard in many ways, ISS has been in a rebuilding mode these last two years. Much effort was expended in establishing standards, addressing security problems, replacing substandard equipment like net stations, and augmenting staff to support the infrastructures.

However, the services expanded during this period were equally impressive. Nothing had more impact on teaching and learning than completion of classroom mediation. Every classroom now has access to the same baseline technology to allow the use of Internet resources in instruction.

There have been new services added – establishment of the Technology Learning Center, adoption and roll out of clickers, new reporting options like Academic Reports, and expansion of wireless network coverage to all residence halls.

However, the University community is rightfully demanding more from ISS. We agree and intend to respond with a more impressive list of accomplishments in the future.

Key for the future of information technology is a strategic plan closely aligned with the University’s strategic plan. ISS is very encouraged the University has decided to develop an overall strategic plan which will provide significant guidance for techno logy.

A key component for future technology growth is funding. Currently, just retaining our current infrastructure is a challenge. For instance, just replacement of desktop computers on the four -year

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system requires funding of more than $400K per year. The total available for all technology equipment in a given year is just $400K – leaving other infrastructure – servers, wired networking components, wireless components – without any funding. More disconcerting is this does not include new initiatives. The challenge of maintaining our current infrastructure and being able to respond to new initiatives is a real concern.

ISS makes a commitment to identify and implement cost-saving initiatives to make technology more affordable. The combined purchasing of standard desktop computer hardware has netted a savings of about $70K per year which has allowed purchase of dozens of more computer systems. Recently, we have begun to design a method to power down computers during off hours. Preliminary estimates are the University could save in excess of $100K per year when fully implemented.

In conclusion, we present this Progress Review Update for your consideration and appreciate any feedback and guidance the Committee has to offer.

Appendix I

Annual Report, 2006-2007

Washburn University


Revision 1.0

INFORMATION SYSTEMS AND SERVICES

ANNUAL REPORT

… supporting learning through technology

Covering the period from July 1, 2006 through June 30, 2007

Washburn University


Revision 1.0


EXECUTIVE SUMMARY

The annual report addresses the accomplishments and activities of Information Systems and Services (ISS). ISS is a unit of Vice President for Administration and Treasurer. The unit’s mission is to support learning through the appropriate application of technology. In practice, ISS manages the information resources used by every operating unit on campus. In addition to the computing infrastructure, we also specify and maintain security cameras, operate the University’s telephone system, produce and edit video productions, train and support our learning management system (WebCT), maintain a television production studio, and operate Cable-TV channel 13.


Technical support closed 17,068 tickets; 16,941 tickets were created.

We mediated ALL remaining general classrooms using funds from ISS operating budgets.

Arranged to have Microsoft Office and Windows XP/Vista available to faculty and staff for $9, to students for $79.

Installed Internet traffic shaping device which dramatically improved our Internet connection’s performance.

Implemented system management software making it possible to install software on all University computers at the same time, saving thousands of technician hours.

Designed and installed an eleven camera security system for the Mulvane Museum – on three week’s notice – to enable the on-time opening of the Museum.

Updated WebCT hardware which removed the 50 MB limit on the size of courses on the system.

Broadcast 33 games over the web – football, basketball, and volleyball home games.

Completed redesign of technology support structure placing technicians in the buildings, close to customers. See support model in Appendix I.

Purchased and deployed 260 computers during summer 2006. Computers were purchased with custom image on hard drives to eliminate costly setup by WU personnel.

Shutdown 10 NT servers which had not been supported with security updates or patches for more than two years.

Shutdown legacy AS/400 system.

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Built the following web-based applications: Academic Reports, Assessments Web Site System, Music Listening Library System, Transformational Experience System Phase I & II.

Developed a credit card widget to allow the University to take credit card payments over the web.

Setup Adobe CLP licensing for Adobe and Macromedia products – reducing the cost of the products by about 50%.

We want to thank all our customers for being supportive and helping us work through our reorganization this year. This has been a rebuilding year for us, and we have several new faces in our support family.

In these next pages, please read about our specific accomplishments by the three operating units within ISS, Instructional Services, Systems and Networking, User and Application Services.


ISS Staff.

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Annual Accomplishments, Instructional Services

SPRING 2006 Online Education Purchased and began using Captivate as another

method of training for Online Education. Captivate

allows for interactive software demonstrations and

simulations. This will accommodate a more visual,

self-paced learning style for faculty and students.

IE 7 testing in relation to Online Education. Worked

out any issues in advance of the upgrade to provide

smooth transition to IE 7.

SUMMER 2006 WebCT Updated WebCT server hardware. This upgrade will

allow future upgrades/changes in an online

management system to be made.

SUMMER AND

FALL 2006

Online Faculty Online Faculty Advisory Committee Review on

“Online Course Management System.” This

committee provided faculty involvement in

recommending the future direction of Online

Education in relation to the course management

system.

FALL 2006 Mediated Classroom Installed new projector alarm mount and lectern in

following rooms.

Art – Room 216

Garvey – Rooms 33, 112

Henderson – Room 217

Morgan – Rooms 15, 16, 137, 158, 159, 160, 175,

178, 179, 259, 260, 378

Petro – Room 221, 225, 253

Mediating all general purpose classrooms allows

instructor access to files and information in every

classroom. The consistency of the equipment

provides familiarity and an ease of use to faculty.

ISS Website

Redesign

Phase 1- Launched Fall 2006. Team led by Dustin

Fluke. Included new ISS Logo design. Presenting a

unified online presence for ISS to faculty, staff, and

students. Also provides current information about

resources within ISS.

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Commencements Commencements for Fall 2006 – 1 ceremony.

Recorded multiple camera production for replay on

WUCT-13 and copies for sale to students. Streamed

files also available on video server. Provides an

awareness of WU commencement and graduates to

the community. Recording, replay, and streamed

files provide opportunities for others to view the

ceremonies if they cannot attend.

WINTER 2006 WUCT WUCT weather station recalibration. Provides more

accurate local weather information on WUCT-13 for

the Washburn community and Topeka.

FALL 2006 and

SPRING 2007

MIAA MIAA Sports Productions – Fall 2006 and Spring

2007. Football - 5 football games.

Volleyball – 7 games plus 3 tournament games

Basketball – 9 women’s games and 9 men’s games.

Live streams of games, recorded playback on

WUCT-13 and recorded files on video server.

Sports Productions allows the marketing of

Washburn University through sporting events to

reach a large audience worldwide through the live

streaming of the games. These productions also

allow opportunities for students to gain “live”

production experience.

SPRING 2007 Mediated Classroom Mediated Classroom Installations, January 2007.

Two large lecture halls. Henderson 100 and 112.

Mediating all general purpose classrooms allows

instructor access to files and information in every

classroom. The consistency of the equipment

provides familiarity and an ease of use to faculty.

Daylight Savings

Time

Daylight Savings Time Updates to Equipment,

February 2007. (March 11, 2007) – Media Xtreme,

DVRs in Police Department.

Commencements Spring 2007 – 4 ceremonies.

Recorded multiple camera production for replay on

WUCT-13 and copies for sale to students. Streamed

files also available on video server.

Office 2007 Microsoft Office 2007 Training – Spring 2007.

Assisted by Sara Tucker and Judy Druse through

DART.

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SUMMER 2007 Alarms Projector alarms added to following Mediated

Classrooms.

Garvey – Rooms 118, 131, 220

Morgan – Rooms 177, 280, 377, 381

To provide more security for the equipment in open

mediated classrooms.

WUCT WUCT Media Xtreme Upgrade. To accommodate

automation of programming material on tape and/or

live satellite events. This automation reduces

personnel costs to manually program material for

WUCT-13.

Office 2007 Microsoft Office 2007 Training – Spring 2007.

Assisted by Sara Tucker and Judy Druse through

DART.

Labs New lab installation for Faculty/Staff training needs.

Bennett – Room 102. A training facility for faculty

and staff to learn new technology (hardware and

software) and receive instruction either in group

sessions or one-on-one. This facility and the addition

of an Instructional Designer will help enable faculty

and staff to effectively use technology for teaching,

as well as for general workplace tasks.

Stoffer Renovation Mediated Classrooms and Labs to be completed:

Classrooms: 7, 105 and 138.

Labs: 16, 18, 22, 106, 108, 110, 118, 122, 124,

128, 130, and 134. Mediating the science

classrooms and labs will allow the science faculty to

access information and teach in similar mediated

classrooms across the campus.

ADDITIONAL Security Cameras Additional Security Camera Installations/Equipment.

Installed 2 cameras at 1313 Washburn, 2 cameras

at new “WEA Building” and 6 new cameras in

various outside locations (on poles) all connected to

Campus Police Department.

Mulvane Art Museum camera installations.

Added DVR and new monitor setup in Police

Department dispatch room. Helping to provide a

safe environment for faculty, staff, students and the

community by monitoring areas of the campus

through more security devices.

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VIDEO School of Business

(Lee McGinnis)

Marketing and Management Course Video –

promotional video for graduate course(s) to be

accessed off a website. Providing information about

the School of Business, courses, and Washburn to

potential students.

WEA

(Scott Sewell)

Annual Giving Campaign Videos – 2006 Campaign-

Reality: WU Style and 2007 Campaign-The WU Late

Show – video produced to assist in the campaign

kick-off supporting Washburn University.

Residential Living

(Mark Stier)

Residential Halls Promotional Videos: LLC,

Washburn Village, Kuehne and West; RA

Testimonials – promotional videos that showcase

residence halls and provide information to current

and potential students. Files are linked off website.

University Relations

(Amanda Millard)

United Way Campaign Kickoff Video – taping of

President Farley to assist in the kickoff of the

campaign and linked off website.

University Honors

Program (Donna

LaLonde)

Transformational Experience Kickoff Video – taping

of President Farley to assist in the 1st

Transformational Experience Kickoff.

Athletics

(Gene Cassell)

Basketball Player Cards – edited video/text of each

player with statistics of that player to be used during

the streamed production and on the video board in

Lee Arena.

AUDIO Allied Health

(Kelley McDonald)

Allied Health Pronunciation Glossaries – audio files

of exact pronunciation of medical terms, to be used

as resources for students in classes. Glossaries will

promote student learning and access to information.

Files will be accessible from a web page.

History

(Sara Tucker)

China Oral Histories (Audio Editing and Streaming).

To provide Chinese history materials to history

students. Provide faculty technology support

RECORD Political Science

(Bob Beatty)

Governor’s Inauguration Recording – to be used as

resource material for Political Science classes.

8

School of Business

(Rob Weigand)

Applied Marketing Management Live Production –

recorded Stock Presentations to be used as

marketing tool for School of Business graduate

program.

Political Science

(Mark Peterson)

Congress to Campus Recording – to be used as

supplemental teaching material in Political Science

classes.

9

Annual Accomplishments, Systems & Networking

NEW Services Campus Networking Extend campus network to Washburn Place

apartments. This project involved installing a

large wireless antenna in Petro with a matching

antenna in the kitchen window of Apartment

210. This high speed wireless signal carries

voice and data signal for temporary faculty

offices providing faculty with a work

environment exactly as if they were in their

campus offices.

Extend campus network to 1313 SW 21st

Street. This project supported the move of

Facilities staff from their prior location of 1518

Washburn and included the building and

oversight of a new telecom closet and

installation of a new T1 circuit back to campus.

This circuit supports IP data, voice, and video

for security cameras.

Extend campus network to 1729 MacVicar.

This project was for the new location for the

Washburn Endowment Association and included

a significant extension to the campus fiber

network as it was extended from the Bradbury

Thompson Center, down 17th Street and across

MacVicar.

SMS Systems Management Server supports the roll

out of Windows updates and new packages

remotely to desktop Systems. This results in

security patches and applications updates being

available to employees much more quickly.

For example, the automated overnight

installation of Office 2007 was handled by SMS

rather than spending 3000 man hours to have

technology support technicians travel to each

of 1000 PCs and install it manually.

10

Deployment Faster deployment of new services via the use

of virtualization technologies. Installed 2 large

servers running VMware allowing multiple

virtual servers to run on one physical server.

Test systems on older individual hardware

platforms were consolidated into this virtual

environment resulting in more efficiency for

systems needing very little computing power.

Additional Fiber Installed additional fiber to continue process of

creating a redundant loop around the perimeter

of campus. Many locations on campus would

lose network services if a fiber was cut or

broken. More progress was made this year to

build a wheel and spoke physical network so

every building has 2 pathways to Bennett and

off-campus.

Net Enforcer Installed Net Enforcer for Internet traffic

shaping to ensure most efficient use of Internet

bandwidth. Washburn’s 20 MB Internet

connection was often 100% full; some of that

traffic included file-sharing apparently

unrelated to coursework. This device allows

us to prioritize email and web traffic so

employees and students can have the

bandwidth needed for University purposes.

Wireless Networks Created encrypted wireless networks so those

using it are no longer sending data through the

air in clear text format. This alternative

wireless network ensures private data cannot

be read by others using the wireless network.

Perimeter Firewall Migrated campus to a perimeter firewall so

controls can be put in place to protect the

campus data infrastructure. Now all traffic

entering and exiting campus is subject to rules

the University can configure to protect sensitive

servers and data.

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Security Installed Mulvane Museum Security and Fire

Alarm Systems. The addition of these 11

cameras and the ability to remotely monitor

them from any PC was a significant

enhancement to the Mulvane Museum and was

accomplished in just three weeks in order to

meet the deadline for opening the remodeled

facility.

Nagios/Cacti Implemented Nagios/Cacti to allow more

detailed and automated monitoring of systems

and services resulting in more uptime and

availability to users. This software notifies

employees when a change in status of a service

or piece of hardware occurs so that resolution

and restoration of service can happen quickly.

Apple and Network

Integration

Installed and configured Apple OSX Support,

Network Based Imaging, Open Directory,

Integration with AD, Apple Update Server,

License Servers for Music and Art Software,

Dual Booting Intel Macs, TSM for OSX Server.

Allows for common management and support

of Apple desktop devices. Similar to SMS

described above, this work allows easier

management and support of Apple desktop

systems.

Second Barracuda Installed second Barracuda anti-spam appliance

to handle the greatly increased amount of

spam email and prevent it from reaching user

email boxes. Early in FY07, Washburn received

around 150,000 email messages a day with

over 120,000 of those messages blocked by

our first Barracuda. By January, email had

grown to 300,000 messages a day with over

80% of those identified as spam and blocked

from delivery. The original appliance was not

able to keep up with this growth so a second

unit was added.

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KTWU Phased out @ktwu.washburn.edu e-mail

addresses. Migrated KTWU website to new

hardware and shutdown old AIX server. Set up

KTWU archiving systems in Bennett server

room. This is an end-to-end advanced

nearline, archive and asset management

solution for professional broadcast

environments, providing from 1,000 to

100,000+ hours of nearline and archive

audio/video storage with full content

management and tracking.

Servers New servers installed:

Improved Test Environment. In the past some

applications only had a production environment

available making upgrades and testing/training

of new releases difficult and exposed the

University to a degree of risk that has been

removed now that test environments are

available.

TMA - Facilities management software

and work order system

PG – Payment gateway

CES - Continuing Ed development

Remote application/file access was made

available from any Windows XP PC by using the

built-in remote desktop application to WUAPPS.

Statistic package licenses were combined from

the School of Business and VPAA to make 16

total licenses available for faculty on a single

shared server. The server WUSTAT is used for

SPSS and SAS software.

Infrastructure servers:

WUPRINT - print server

WUANTIVIR – eTrust antivirus

WUMEDIA – audio/video server

broadcast and holiday music

WUEMS – Energy management

software to allow Facilities to remotely

manage HVAC.

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PARTNERSHIPS Law School Enhanced cooperation with the Law School in

support of their mission. Law computer staff

meets weekly with ISS systems and networking

staff to share information and discuss technical

challenges.

Wireless Cash

Registers

Set up secure wireless cash registers for

Bookstore. This allows them to sell

merchandise outdoors or other locations where

a wired connection is not available.

INFRASTRUCTURE

IMPROVEMENTS

Network Electronics Upgraded core network switch and added

redundancy. Creates a more stable and higher

speed environment for campus networking.

Set up redundant server switch core

supervisors and path. Results in greater

reliability and backplane switching speed.

Allows campus network traffic to move at faster

speed though the center of the campus

network and allows operation to continue if a

single component fails.

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Telecom Closets Complete rebuild of network racks in Morgan

PBX room. This telecom closet now meets

minimum standards as part of our ongoing

effort to improve all telecom infrastructure on

campus.

Built telecom closet in Facilities building to

provide environment that meets ISS standards

for cable plant and network switches.

Added/reconfigured racks and equipment in

BT103 to maintain server room in optimal

condition.

All of these items complete some long standing

capital projects that were funded in previous

years and get the campus closer to having a

cabling infrastructure meeting reliability

requirements in the years ahead.

Upgrades eTrust antivirus 8.1.

NetReg Upgrade – OS and enhancements.

Helix Streaming Server – OS and Application.

EDS (OpenLDAP) –OS and Application.

Bodprints 7.5.

Maple 10.

NAS Moved www.washburn.edu content from local

storage to Network Attached Storage for more

reliable service and increased storage capacity.

Day Light Savings Time Day light savings time changes to systems and

applications. This mandated change by federal

government had to be implemented on 67

servers so that time of day would be recorded

properly on emails, business transactions, file

creation stamps, etc.

http://www.washburn.edu/

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Annual Accomplishments, User and Application Services

SUPPORT Classroom Dispatched technology support technicians to assist

with providing user accounts for courses held in

labs on the first day of classes. Provides for first-

day class productivity.

Labs; Mediated

Classrooms

Re-imaging of labs between semesters and

mediated classrooms before the summer semester.

Ensures users will have consistent computing

environments.

Phones Configured phones for WEA move to 1729 MacVicar

and faculty move to Washburn Place Apartments,

coordinated several AT&T service calls involving

fiber to the Washburn Village, coordinated T-1

circuit change for Resicom, and annual reset for

Residential Living students

Reporting Wrote over 30 reports and report modifications

using specifications obtained from Institutional

Research. Provides vetted reports for academic

and administrative areas.

Core Supported

Hardware and

Software

Developed online listings for supported hardware

and software. Clarifies the support level of ISS

staff and eases purchasing decisions.

Residential Living The second annual residential living scanning was

conducted the week prior to classes starting

through the end of August. We scanned and

validated all PCs and Macs being added to the

residential network. Ensures that PCs and Macs are

up to date in operating system upgrades and

antivirus updates.

PC Imaging Worked with Dell to implement new process for

ordering and imaging computers. Computers

arriving on campus equipped with core software

are more quickly deployable.

Deployment Deployed 260 devices (PC/MACs) during Summer

2006 prior to the beginning of the fall semester.

This was a first!

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Refurbishing Refurbished PCs recovered from deployment of new

equipment in order to use elsewhere on campus.

Refurbished equipment gets us to the next cycle of

computer refreshing with more reliable machines.

TMA Installed/updated TMA on Facilities Services PCs.

With the TMA client on each user’s PC, there is

increased response time.

Support Model Techs assigned to buildings across the campus.

Primary and secondary building assignments.

Including central techs for dispatching as needed.

This model provides face-to-face and more just-in-

time support.

Events Supported the following Washburn University

Events through Web-based and/or database

systems: History Day, Math Day, Music Festival

Scheduling, Career Fair Registration, Math

Placement Exam Registration, EN300 Placement

Exam Registration, Quest Online Home Challenge

Game, WSGA President, Senate and Freshman

Elections, Homecoming King and Queen Elections,

United Way Campaign. These systems simplify

data collection and provide more immediate

information.

Banner

Maintenance

Successfully implemented the new 0708 financial

aid year in Banner. Recurring accomplishments

such as admission, registration of students,

creation of new schedules, fee assessment, 1098-

Ts, W-2s, etc. These repeating events often come

with new requirements/features for

implementation.

Census Reporting Fall and spring database clones requested by

Institutional Research for census reporting.

`

Duplicate PIDMS Researched and fixed over 300 duplicate PIDMs.

Duplicate PIDMs are inevitable, and researching

them and fixing them takes 2 hours per duplicate

PIDM.

17

Evaluations Online Course Evaluations, College of Arts and

Sciences Department Chair Evaluations, Scanned

Teacher Evaluations.

Antivirus Troubleshooting and upgrades for eTrust. We

helped to diagnose problems with eTrust to make it

run smoothly.

Web Site

Maintenance

Registrar's Important Course Dates Report,

Business Office Excess Financial Aid Web Page

Changes (Yearly), Residential Living Web Site.

PHASEOUTS NT Server Shut down 10 NT servers corresponding with file

transfers and/or moves to Washburn’s Active

Directory domain “wuad.” Required technology

support technicians to move files from the NT

server to the NAS, where files are now secure.

AS/400 Shutdown legacy system AS/400 after creating

reports from legacy data and fully backing up in a

format accessible for future reference. Users who

need historical data from the AS/400 now have the

data available through Crystal Reports.

Router Removal Removed routers in Garvey (Summer 2006) and the

Union Router (Summer 2007). This involves

removing people from 10.x.x.x addresses and

placing in 172.16.x.x.

Win Logon Failure Problem initially reported in the Summer of 2006.

Problem resolved by working with Microsoft in the

Spring of 2007. Eliminated students having to

reboot machines before using them in the labs.

KTWU Server Moved to www.washburn.edu

PCs running with

Administrative

Access

Oracle, Imaging, and other programs that come

with text books that would not run without admin

rights. Worked out the process to get them to run

without the user being the administrator while

logged into the Active Directory. Increased security

on the desktop.

18

Wall in Technology

Support Center

Removed so customers can see technology support

techs. Our users can now see persons in the

Technology Support Center and also can see the

board that monitors the servers.

Auto attendant on

extension 3000

Removed with expanded persons available to

answer the phone. Provided each technology

support technician with a multiline phone and made

them agents in the calling software.

THE UNEXPECTED E-Mail System

Restore

In July 2006, helped users restore email accounts,

including creating instructional documents for

restoring email from MyWashburn, restoring email

from Pine.

Daylight Savings

Time

Researched effects of change in annual beginning

and end of Daylight Savings Time.

THE NEW Support Model Techs assigned to buildings across the campus.

Primary and secondary building assignments.

Including central techs for dispatching as needed.

Expanded

Technology Support

Center Full-Time

Employee Support

Expanded to include evenings and Saturdays. This

provides support for problems in mediated

classrooms whenever classes are in session.

Application

Development

Built the following Web-based applications:

Assessments Web Site System, Music Listening

Library System, Transformational Experience

System Phase 1 & II, and Academic Reports.

Applications are being built to support the mission

of the university.

Testing Plans Developed and implemented testing plans for

Internet Explorer 7.0. Testing is required in User

and Application Services before any major upgrade.

Reporting Best

Practices

Developed ISS Reporting Best Practices. Ensures

reports generated have the appropriate

documentation and are stored in secure areas

accessible to other members of the ISS staff.

19

Shared Drive

Solution for Banner

Working with systems and network services,

developed a secure solution for storing exports

from Banner on shared drives, eliminating the need

to ftp exports. This greatly increases the security

of data extracted from Banner.

Credit Card Widget Developed PHP object-oriented framework for

university online credit card transactions sent

through authorize.net, including administrative

interface for use by Finance Office. Deployed for

Alumni Membership, United Way and Law School

application. This framework can be easily applied

to future requests for real-time credit card

transactions.

Online Surveys Developed an Online Survey Tool with an

administrative interface for viewing results as they

are received. Surveys built include KTWU

Partnership in Learning Survey, University Self-

Study Survey for Students, Faculty and Staff, Title

IX Compliance Survey, Obtaining Financial Aid

Survey, Student Health Services Survey. New

surveys can be created with this tool within a 2-

hour timeframe.

New Web Sites Built Web sites for video streaming of WU Sports,

School of Business Scholarship Applications, School

of Business Application for Admission and Alumni

Association License Plate Requests, United Way.

Content

Management

System (CMS)

Additions

ISS Web Site, Human Resources site, Washburn

University Regulations Procedures and Policy

Manual site, School of Nursing site. Using the CMS

provides a consistent look and feel for Washburn’s

presence on the Web.

MyWashburn

Enhancements

Single Sign on to integrate Academic Reports,

Washburn Transformational Experience with

Luminis, Automated Finance Role mappings for

Banner Finance Channels, Finance, and Assessment

tabs in MyWashburn. These tools provide timely

access to data without having to exceed the 3-click

rule.

20

New Banner

Functionalities

Imaging for the Vice President for Academic Affairs,

Human Resources, College of Arts and Sciences,

School of Law, School of Business, School of

Applied Studies, Social Work and CLASS. Imaged

documents are available for viewing by users in

Banner with the appropriate security class.

Salary Planner in Banner Self Service. Worked with

the Budget Director on using this process as a

precursor to it being used by budget planners

through out campus.

Weekly electronic update of Alumni data from

Raisers Edge data. Student to alumni roll process

in Banner. Great progress towards the Alumni

Office using Banner instead of Raiser’s Edge.

Graduate Admissions manual and training. This

system includes data entry by individuals in the

various graduate program offices, placing the entry

of data at the source.

Analysis of differential tuition assessment for School

of Business and School of Nursing tuition. This

provided the university with information needed for

decision-making.

Translation of music recruiting database into Web

for Prospects, reducing reliance on a shadow

system.

Placement and data entry standards for

Transformational Experiences on transcript,

supporting the university’s goal of providing and

documenting a unique experience for all graduates.

Implemented FGAC/Protection of Sensitive Data for

Graduate Admissions and Student Workers in the

Registrar’s Office. FGAC stands for Fine-Grained

Access Control, and provides a way to allow only

certain individuals to see pieces of information on a

Banner form.

21

SMS Worked with Systems and Networking Services to

develop procedures for using SMS for PC

management on campus.

Installs/Upgrades Upgrades and installs included:

Banner 7.3

Luminis Upgrade to 3.3.3

Luminis Message Gateway to 3.1

Oracle 10g install on ODS server

ODS 3.0 install

ePrint upgrade

New Evisions payroll check

Oracle Application Server 10gR2 install, Oracle

Application Express install

KTWU server move

Banner Xtender Solutions (BXS) 5.25 on the

imaging and rendering servers.

Upgrades are required in most cases in order to

remain current with support from Sungard.

Interdependencies often require us to upgrade one

module in order to upgrade another.

Test Systems Worked with systems and network administrators

to install and configure test systems for the:

Web Content Management Systems

TouchNet test environment

TMA test environment.

Maintained testing and staging systems for

Banner/Luminis/WebCT Unified Digital Campus.

Testing and staging systems minimize problems

when we upgrade in production.

Software Licensing Worked with Purchasing to acquire Adobe CLP

Licensing. This significantly reduces costs for all

purchases, including one-off purchases made

throughout the year.

22

Self-Score Scanning Entered a loan agreement for a self-score scanner

in Mabee Library providing instant turnaround

scanning for tests. Users now have the option of

scoring their own or bringing test forms to Bennett

Hall for scanning.

Personnel Searches Technology Support Technicians (4), Administrative

Business Analyst (2), Oracle Programmer/Analyst

(1), Java Programmer/Analyst (1)

THE FEEDBACK Just a few examples

where we heard

from our

customers…

Data research for worker’s compensation yielded a

savings of $ 84,375.00 to the university.

Weekend emergency backup for the Business

Office, so an employee could take a planned

vacation.

Applauding a student worker for response on a

Sunday to a question over the phone.

TRAINING Received KCOUG Training day - 10/06 (6)

ODS Tech training – summer ’06

ODS Reporting Writing Training – October ’06

Value-Based Security training September ’06

OTM/ICM Training – September ’06

A+ Certification (5 technology support technicians).

Given Radiation Therapy MyWashburn Training (summer

’06)

Netstation to PC training (summer ’06)

Banner navigation training (ongoing).

23

CONFERENCES AND

PRESENTATIONS

SETA West Represented Washburn University at the SETA

West conference as a Track Chair for HR/Payroll

and as a presenter. (Linda Griffin)

Selected and participated as the Reporting Track

Chair for the SETA West Conference in Portland,

Oregon. Presented and participated on the

planning committee at the SETA West Conference

in Portland, Oregon. (Joyce Scheck)

National Student

Employment

Conference

Co-presented at the in Kansas City about

employment processing in Banner. (Bethe

Titsworth and Linda Griffin)

Banner Support

Meeting

Washburn University success with the BXS imaging

application and deployment of the ODS (Joyce

Scheck).

ODS Birds of Feather (Sue Jarchow)

What Color are your Testing Plans? (Sue Jarchow)

7.3 upgrades for Student (Gail Kenefake)

Re-mix of Summit presentation on Targeting Emails

through Evisions (Gail Kenefake and Bethe

Titsworth)

EduWeb Conference Attended by Eileen Brouddus

THE FUTURE Participated in Sungard's fact finding process to

improve the Banner report/extract for the National

Student Clearinghouse, which were subsequently

implemented, as well as several 8.x enhancements

to Student module (white papers).

24

APPENDIX I

Washburn University

TECHNOLOGY SUPPORT PLAN

Version 1.1: 20 July 2006

Presented by: Michael R. Gunter

TECHNOLOGY SUPPORT PLAN

Introduction

This proposed restructuring of desktop computer support is in response to the rollout of hundreds of PCs this summer and the retirement of upwards of 190 netstations from active use around campus. The goal is to provide desktop support for PCs, Macs, mediated classrooms, and printers located in all offices and labs around campus.

We are establishing defined and monitored Service Level Agreements (SLAs) for response time. These SLAs will be tiered for different types of events with high priorities given to lost -time activities, such as classroom instruction and KTWU on-air operations.

This plan will eliminate the uneven loading of technicians on campus, provide for a common computer configuration, provide ready backups for technicians on leave , and place all technicians at common training level, which will result in an overall lower cost for campus technology.

The handling of support will transition to a high-touch environment. We have heard from users, that calls to x3000 and email to [email protected] registers problems in the system, but feedback is lacking and users are in the dark about progress toward addressing problems. This re -design will retain the systems but place a higher value on personal communication. New tools will make that happen.

We would like to begin at the completion of the summer PC rollout on or about August 14, 2006. Our first major test will be the deployment of the systems ordered with electronic equipment funding this summer.

Team structure

The basic structure will be centralized management but decentralized deployment. Technicians will be stationed across campus according to the population of computers in a particular area. This will solve the problem of too many technicians in some areas and too few in places like Morgan.

The desktop support technicians will report to one manager in ISS (John Haverty). As part of the ISS group, we will assume the financial responsibility for providing the proper equipment, training, and guidance to function as a cross-campus technical resource. The technicians will be provided training and complete the CompTIA A+ computer technician certification.

We will move to a dispatch-type system, where we actively manage tickets in the queue. A dispatch system has a number of advantages. Tickets will become the property of the dispatch agent, and t he technical resources assigned to address each phase of the request. In this way, progress is not impeded by the process of passing a ticket around within ISS – some customers have called it “ticketing around” which happens when the goal is to not have any tickets assigned to you.

Technicians will be housed primarily with their users, around campus. With the centrally located dispatch, they are responsible for support in their assigned areas. This decentralization will ensure a high-touch environment – encouraging one-to-one interaction. We also expect the technicians to be an advocate for their users within ISS, since they will become familiar with their processes and needs on a day to day basis.

To ensure a robust implementation, all areas will be assigned backups. The backup is to enable seamless coverage during absences, vacations, and other planned events.

The primary coverage time will be 8 to 5, M-F, however, we will have technician coverage evenings until 10 PM, M-TH, and Saturdays when classes are in session. For exceptional situations, we are putting into effect an escalation process to bring in more resources, when needed.

2

Some functions like software installations will be done remotely. We are investing in a system that can package applications and deliver/install themselves over the network, eliminating the need to send a technician to an individual workstation. We will have this available for the PC and Mac platforms.

Team’s tools

We are deploying handheld communication devices, PDAs to aid the communication with the deployed technicians. The PDAs will give them wireless access to their tickets, dispatcher, email, and web resources. The PDA will also be equipped with software to allow voice (phone) communication while within range of a wireless hot spot, which is 95% of the rooms on campus. These devices will act like cell phones without the associated monthly charges.

Conclusion

This plan is intended to deliver superior services to Washburn University. It lowers the number of systems each computer technician needs to support from a high of 383 and a low of 29, to an average of less than 180. With the addition of dispatching, communication tools, and remote administration, this plan will provide a technology support system that will be best of class .

3

APPENDIX II – ORGANIZATIONAL CHART (AS OF JULY 2007)

Mic

hael G

unte

r

CIO

/Dir

ecto

r

Info

rmation S

yste

ms &

Serv

ices

(Vacant)

Assis

tant

Dir

ecto

r

Syste

ms &

Netw

ork

ing

Serv

ices

(Vacant)

Syste

ms &

Netw

ork

Adm

inis

trato

r

Andre

w F

lem

ing

Syste

ms &

Netw

ork

Adm

inis

trato

r

JD

Arm

str

ong

Syste

ms &

Netw

ork

Adm

inis

trato

r

Mic

hael C

ook

Syste

ms &

Netw

ork

Adm

inis

trato

r

Mik

e T

ennyson

Netw

ork

& S

yste

m

Adm

inis

trato

r

Shaw

n G

eil

Senio

r S

yste

ms &

Netw

ork

Adm

inis

trato

r

Bob S

tolle

r

Assis

tant

Dir

ecto

r

Securi

ty a

nd P

roje

ct

Managem

ent

Bill

Schultz

Netw

ork

Cablin

g

Technic

ian

Dave B

oose

Chie

f E

ngin

eer

Kevin

Vald

ivia

Netw

ork

Cablin

g

Technic

ian

Rocky G

oul

Netw

ork

Cablin

g

Technic

ian

Bre

nda W

hite

Assis

tant

Dir

ecto

r

Instr

uctional S

erv

ices

(Vacant)

Instr

uctional

Desig

ner

Anne W

alb

ridge

Instr

uctional M

edia

Coord

inato

r

Dale

Rusche

Pro

duction

Coord

inato

r

Stu

art

Murp

hy

Onlin

e E

ducation

Coord

inato

r

Ivy L

aG

rone

Web T

ech

Mic

hael N

ew

man

Web T

ech

Bill

Ludw

ig

Web T

ech

Lyall

Ford

Pro

duction

Assis

tant

Norm

Koeste

r

Ele

ctr

onic

s

Technic

ian

Mary

Jord

an

Off

ice A

ssis

tant

Susan J

arc

how

Assis

tant

Dir

ecto

r

User

& A

pplic

ation

Serv

ices

Sandra

Seld

en

Adm

in.

Busin

ess

Analy

st

(Vacant)

Adm

in.

Busin

ess

Analy

st

Gail

Kenefa

ke

Adm

in.

Busin

ess

Analy

st

Joyce S

check

Adm

in.

Busin

ess

Analy

st

Lin

da G

riff

in

Adm

in.

Busin

ess

Analy

st

Cath

y H

eit

Data

base

Adm

inis

trato

r

Eile

en B

rouddus

Manager

Beth

e T

itsw

ort

h

Pro

gra

mm

er

Analy

st

Tim

Mooney

Pro

gra

mm

er

Analy

st

Bill

Bunte

n

Pro

gra

mm

er

Analy

st

Phil

Mill

er

Port

al S

yste

m

Specia

list

Phylli

s H

off

man

Coord

inato

r V

oic

e

Serv

ices

Sharo

n B

ivens

Sw

itchboard

Opera

tor

John H

avert

y

Manager

Aaro

n H

all

Technolo

gy

Support

Technic

ian

Andy B

lack

Technolo

gy

Support

Technic

ian

(Vacant)

Technolo

gy

Support

Technic

ian

Danie

l P

arn

ell

Technolo

gy

Support

Technic

ian

Duane M

yers

Technolo

gy

Support

Technic

ian

(Vacant)

Technolo

gy

Support

Technic

ian

Jim

Fosdic

k

Technolo

gy

Support

Technic

ian

Kelly

Sudbeck

Technolo

gy

Support

Technic

ian

Shaw

n G

arm

an

Technolo

gy

Support

Technic

ian

(Vacant)

Technolo

gy

Support

Technic

ian

Dave E

dm

onds

Technolo

gy

Support

Technic

ian

Cla

yto

n P

ete

rs

Technolo

gy

Support

Technic

ian

Date

: 0

7/1

2/2

00

7

Appendix II

Annual Report, 2007-2008

Washburn University


Revision 1.11

INFORMATION SYSTEMS AND SERVICES

ANNUAL REPORT

… supporting learning through technology

Covering the period from July 1, 2007 through June 30, 2008


EXECUTIVE SUMMARY

The annual report addresses the accomplishments and activities of Information Systems and Services (ISS). ISS is a unit of Vice President for Administration and Treasurer. The unit‟s mission is to support learning through the appropriate application of technology. In practice, ISS manages the information resources used by every operating unit on campus. In addition to the computing infrastructure, we also specify and maintain security cameras, operate the University‟s telephone system, produce and edit video productions, train and support our learning management system (WebCT), maintain a television production studio, and operate Cable -TV channel 13.


Technical support closed 11,937 tickets; 12,123 tickets were created.

Improved our Internet connectivity speed and reliability: We now have 50 Mbps available (up from 20 Mbps) and installed a second Internet connection to reduce the possibility a single provider failure would interrupt our connectivity to the Internet.

By request of faculty and students, we purchased additional disk space and increased email storage space for students from 10 MB to 100 MB, and 1 GB for law students.

Broadcast 34 games over the web – football, basketball, and volleyball home games.

Purchased and deployed 188 computers during summer 2007. For the first time, we were able to have our Macintosh computers imaged with our core software. Our oldest machines on campus after the deployment were 4.2 years old.

This was our first year to do building sweeps. Every week a Technology Support Technician walks the halls of every building they support to solicit questions and requests from departments using a sweep checklist.

Held the first ever Washburn Technology Fair at Bradbury Thompson Center. Over 15 companies and academic programs exhibited. Attendance was well over 300 from faculty, staff, students, and the public.

We recovered the University‟s systems after a catastrophic failure of our main UPS feeding power to the Bennett Hall server room on a January morning at 7:22 AM. With the help of Facilities, we were able to restore power and return the core systems to operational status by noon, and complete restoration of all systems by early afternoon.

We completed the installation and commissioning of a diesel -fueled 300 KW generator to support continuing operation in Bennett Hall‟s server room, the telephone system, and the Washburn Police Department during a power outage.

Deployed wireless technology to Stoffer Hall using a next generation, high-density technology.

2

Completed Office 2007 rollout to all University desktops in time for the fall semester. We were the first university in Kansas to complete the upgrade.

Adopted a standard student response system (clicker) which was recommended by the Faculty IT Advisory Committee.

In these next pages, please read about our specific accomplishments by the four operating units within ISS: Instructional Services, Systems and Networking, User and Application Services, and Security and Project Management.


ISS Staff.

3

Annual Accomplishments, Instructional Services

MULTIMEDIA PROJECTS

Allied Health

(Doug Jones)

Sonography Videos

Recorded and streamed a wide range of videos related

to sonography for use in Allied Health online courses.

Videos range in topic from explanation of what each

knob on the sonogram machine does to a tour of the

typical sonogram room. (24 Hours)

mms://av.washburn.edu/jonesdo/2008062501256.wmv

Athletics

(Gene Cassell)

Basketball Player Cards

Edited video/text of each player with statistics of that

player, to be used during the streamed production and

on the video board in Lee Arena. (43 Hours)

Athletics

(Jeremy Wangler)

Volleyball Player Cards

Edited video/text of each player with statistics of that

player to be used during the streamed production and on

the video board in Lee Arena.

(30 Hours)

School of Business

(Rob Weigand)

Applied Portfolio Management Live Production

Recorded Stock Presentations to be used as marketing tool for School of Business

graduate programs. (Intro) (24 Hours)

http://av.washburn.edu/ramgen/weigandro/2007121001256.rm

Commencements

Fall 2007

One Ceremony

Spring 2008

Four Ceremonies - Recorded a multiple camera

production for replay on WUCT-13 and to sell copies to

students. Streamed files were also available on the

server. Provides an awareness of WU commencement

and graduates to the community. Recording, replay,

and streamed files provide opportunities for others to

view the ceremonies if they cannot attend. (87 Hours)

http://av.washburn.edu/ramgen/commencement/2007

121401256.rm

mms://av.washburn.edu/jonesdo/2008062501256.wmv

http://av.washburn.edu/ramgen/weigandro/2007121001256.rm

http://av.washburn.edu/ramgen/commencement/2007121401256.rm

http://av.washburn.edu/ramgen/commencement/2007121401256.rm

4

Communication

(Sara Ubel)

Mock Trial Streams

Streaming of student presentations recorded at Mock Trial events which were then

disseminated to the students for review and to help them prepare for future Mock Trials.

(32.5 Hours)

Mabee Library

(Heather Smith

Collins)

The Mabee Office

A Parody video meant to educate students about

resources available in Mabee Library.

http://av.washburn.edu/asxgen/bearmanal/0624

200801256.wmv (65.5 Hours)

MIAA

MIAA Sports Productions

Thirty-four total productions in Fall 2007 and

Spring 2008. Football – 6 games. Volleyball – 8

games. Basketball – 10 women‟s games and 10

men‟s games. Live streams of games, recorded

playback on WUCT-13 and recorded files on video

server. Sports Productions allow the marketing of

Washburn University through sporting events to

reach a large audience worldwide through the

live streaming of games. These productions also allow opportunities for students to gain

„live” production experience. New this season was planning and implementing specific

training sessions for student workers, including general setup and production training and

an additional sport-specific training session. (724.5 Hours)

http://av.washburn.edu/asxgen/sports/2008022002573.wmv

NCAA

(Gene Cassell)

DII Volleyball Championships

Assisted Webstream Productions with production

equipment, identifying manpower, and preparing the

location for their College Sports Television (CSTV)

webcast of the Championship games from Lee Arena.

(40.5 Hours)

Basketball/Volleyball Player Footage

Recordings of specified players to be used to honor

them and their schools at the NCAA recognition

ceremonies. (23 Hours)

http://av.washburn.edu/asxgen/bearmanal/0624200801256.wmv

http://av.washburn.edu/asxgen/bearmanal/0624200801256.wmv

http://av.washburn.edu/asxgen/sports/2008022002573.wmv

5

School of Nursing

(Cindy Hornberger)

Masters of Nursing Promotional Videos

Promotional video for graduate program in Nursing to

be accessed off a website, providing testimonials from

students who have completed the program.

(67.5 Hours)

School of Nursing

(Joleyn Terry)

NU 303 Skills Demos

Recorded and edited a series of training videos to offer

students opportunities to review the correct procedure

involved in administering an enema, changing a

dressing, inserting a catheter, collecting a specimen

from a catheter, irrigating a catheter, and providing a

tube feeding. (31.5 Hours)

School of Nursing

(Maryellen McBride)

Nursing Student Mental Health Assessment Mock Interviews

Recording and streaming of nursing students interacting with mock mental health patients

for review in the classroom and individual student review to prepare students for these

type of encounters in the field. (21 Hours)

State Fair Kiosk

Interface Design/Animation

Developed initial designs and flash animations for use in the State Fair Kiosk to help recruit

students for Washburn. (29 Hours)

Congressmen and

Women of Kansas

(Bob Beatty)

Phase I

Phase I of gathering/recording interviews with various congressmen/women of Kansas for

use in Political Science classes.

Washburn

Endowment

Association

(Scott Sewell

and

Julie Olson)

Annual Giving Campaign Videos

“The WU Late Show” and “Bodman and Robin” videos

produced to assist in the Faculty and Staff Giving

Campaign kick-off supporting Washburn University.

(194.5 Hours)

http://av.washburn.edu/asxgen/wea/2007062901384.w

mv

Streaming

This year 332 video files were streamed and added to the streaming server between July

1st 2007 and June 30th 2008.

Live Streaming

(Rusty Taylor)

Demonstrations from Allied Health Respiratory Therapy lab through KANREN server.

Demos were presented using the Tricaster equipment and the department‟s simulation doll

to remote viewing site at Salina Regional Health Center.

http://av.washburn.edu/asxgen/wea/2007062901384.wmv

http://av.washburn.edu/asxgen/wea/2007062901384.wmv

6

AVID Video Editing

Systems

Upgrade from NewTek Video Toaster 4 to AVID Media Composer for ISS:IS Production

Staff. This change provides a more reliable video editing solution that is also in line with

the Mass Media department. Extensive AVID training for both production staff in-house

and through NAB conference. (44 Hours)

SPECIAL PROJECTS

Bianchino Pavilion

Audio

The project was undertaken to allow suite holders to be able to hear what was transpiring

on the football field as well as the radio coverage of games. Natural sound was rerouted to

the audio systems and Bose radios were added to all suites. (36 Hours)

Mass Media

(Charles Cranston)

File Transfer System for WUCT-13 News program – A shared directory was set up on the

Network Attached Storage solution for students in the WUCT-13 News class to transfer

video from the editing stations in Henderson 17 to the control room in the Henderson 2 -

Television Studio. (29.5 Hours)

Washburn University

Cable Television

(WUCT)

Media Xtreme Upgrade

Networking of the Media Xtreme to allow for Network Time Protocol (NTP) and remote to

the station. The NTP allows for greater accuracy in programming while the remote access

allows staff to initiate events such as school closing procedures immediately after being

notified. (88.5 Hours)

Message Board Updates and Rebuilds

Building slide to run public service announcements as well as revising the message board

to make better use of available playback features to promote Washburn through the cable

station. Changes consisted of adding a semi-transparent university crest, adding photos of

the university to weather pages, and inserting Washburn commercials to run every half-

hour and hour during the message board. (67.5 Hours)

Security Camera

System

(Dean Forster)

Technical Support

In order to provide more efficient support for the security camera system on campus the

following was implemented:

--Obtained additional materials/manuals/schematics on each camera model and mount to assist in gathering the knowledge needed for maintenance and repairs. --If outside cameras have apparent lightning damage, the camera mount, as well as the

camera itself, will be replaced in order to avoid lengthy delays in receiving and repairing

the camera/mount and/or parts.

--Any cameras/parts that need replacement will be placed on an overnight delivery, if

possible, or the quickest shipment of parts available.

--ISS became an authorized dealer for Pelco. This will allow us to order parts and bypass

an outside vendor in ordering and allow for quicker service and delivery from Pelco.

--A spare Pelco camera and mount was purchased to be used for quick replacement, if

there are failed units in the future.

7

Instructional

Designer

(Sue Taylor)

Search and hiring of new position for Washburn University-

Instructional Designer, Sue Taylor. After starting employment on

June 2, 2008 several training needs have already been

implemented including:

--Time Entry, Time Approval for KAW employees

--Microsoft Word 2008 Information Sheet for Mac owners

--Microsoft PowerPoint 2008 Information Sheet for Mac owners

--Interwrite Response Information Sheets (clickers)

--Interwrite Response Captivate Demonstration (clickers)

All tutorials can be located at: http://www.washburn.edu/iss/tlc

Online Lock for

(TLC)

Technology Learning Center – Bennett 102

An online lock was installed in Bennett 102, the TLC, in order to give more access for

faculty and staff to use the technology in the lab at their convenience. They will be able to

access the facility through this online lock, whenever the building is open.

Office 2007

Campus Rollout

Implementation and

Training

(Faculty and Staff)

Provided 24 sessions on basic overview of Word 2007, PowerPoint 2007, Excel 2007, Mail

Merge and Excel grade books- available to all faculty and staff on campus. Sessions

spanned the time from April 2007 to October 2007. Sara Tucker, Judy Druse, and Brenda

White.

http://www.washburn.edu/iss/tlc

8

Student Response

System

(Clickers)

Campus adoption of a standard student response system was selected by a Faculty

Advisory Committee. The beginning of initial implementation and training for the campus

was started. Pilot class projects in the Spring 2008 semester and Summer 2008 with

Nursing class and Allied Health class were conducted. Fourteen (14) faculty have

requested instructor kits, so far, for use in their classes. Software installation, classroom

PC updates and training will be implemented later in the Summer 2008 and Fall 2008

semester.

Office 2008

Rollout and Training

(Summer 2008)

Two sessions were offered to Mac owners on campus. One person attended. Online

tutorials were also made available to faculty and staff on the Office 2008 products for

Macs.

CLASSROOMS

Mediated Classroom

Morgan 270

Morgan 270 was installed with mediation equipment and completed by the Spring 2008

semester. This facility was previously offices for the Vice presidents and was renovated to

become a general purpose mediated classroom accommodating larger classes up to 80

students.

Mediated Classroom

Garvey 20

Installation of mediation equipment for Mulvane Art Museum classroom in Garvey room 20.

This included a projector and alarm mount, PC, screen, and DVD player. This media

installation will allow the Mulvane to conduct art classes and hold presentations for their

patrons.

School of Business

Technology Center

(Dean Sollars)

Worked with the School of Business and

contractors on the design, coordination,

and installation of technology in the

Business Technology Center. Home

Connections installed the classroom

projection systems (2). An Open House

took place in Oct. 2007.

9

Classroom

Renovations

All five (5) Carnegie mediated classrooms were renovated during Summer 2008. The work

involved: uninstalling all media equipment and reinstalling it after flooring, lighting, ceiling

and wall work was completed. New projector alarm mounts are also being installed during

this renovation to help secure the projectors.

(Carnegie 200, 203, 300, 304, and 306)

Mediated Classroom

Webpage

The layout and information referring to mediated classrooms was redesigned to update information and new classroom installations (Bill Ludwig).

ONLINE EDUCATION

Online Education

Committee

(Vice President

Bowen)

An Online Education Committee was formed at the direction of the Vice President for

Academic Affairs; with Tim Peterson, Dean of Continuing Education, as chair of the

committee. This committee was re-established to develop a new strategic plan that

includes specific recommendations for enhancing the current online programs, identifying

potential new market opportunities, increasing enrollment, and reviewing/recommending a

different online learning management system (LMS) for Washburn. Both Stuart Murphy

and Brenda White are members of the committee.

Student WebCT

Training

Ten (10) sessions were held on using WebCT for online students. Three (3) of those

sessions were specifically for Radiation Therapy students and one (1) session for graduate

students in the School of Nursing.

Faculty Training

Sessions

Online education training opportunities for faculty included: Intro. To WebCT – 8 sessions (2 evening), Respondus – 2 sessions, MyWashburn Course Homepages – 2 sessions, One-on-ones –15 scheduled sessions, more with drop-ins, and one Captivate Noontime Demo – November 29, 2007.

New

Logo And Header

for

Online Education

Respondus

Set up "Preconfigured Server Settings," which allows an institution's license administrator for Respondus or StudyMate to "preconfigure" the server settings used to connect with the institution's course management system. Once entered, instructors at the institution can bypass the step where they enter the server settings needed by Respondus or StudyMate

to publish or retrieve content from the CMS (faculty only need to enter their user name and password). Updated to Respondus version 3.5.4e, which, among other things, adds support for the importing of MS Word 2007 (.docx) file.

Change to

Course Load Process

Due to an upgrade in Luminis, this process changed. Students and faculty now have

access to courses and content much earlier than they used to. Online Education was

involved in communication of this information.

10

Quality REACHE

A faculty peer review process is provided by the KCREACHE

consortium to help ensure the quality of online courses. The

Rodin Award for Excellence in Online Education is presented

to faculty whose courses have met the Quality REACHE

standards. Recipients also receive a $250 stipend from their

respective institutions. Three out of four Washburn online

courses were reviewed and received this award last year.

Online Education

Totals

The number of online courses offered and instructors teaching those courses, continues to

increase. Significant increases were seen in the Spring 2008 and Summer 2008 semesters

compared to the same semester last fiscal year.

The following graphs reflect those totals.

134

105116

153

99

117

0

20

40

60

80

100

120

140

160

180

Online classes Web-Assisted # of WebCT faculty

Fall 06 Fall 07

11

73

23

59

98

24

74

0

20

40

60

80

100

120


Summer 07 Summer 08

135

103

115

156

121

134

0

20

40

60

80

100

120

140

160

180


Spring 07 Spring 08

12

The total number of students taking online courses over the past year has also increased.

SPECIAL EVENTS

Technology Fair

Demonstration of Tricaster and its current use on campus

for live streaming of sports events and/or Stock Portfolio

presentations by students in the School of Business.

New Faculty Fair

Several Instructional Services staff attended the New Faculty Fair in order to meet new

incoming faculty and provide them with information on services in areas such as: Online

Education, Multimedia Production, and Technology Training/Support. Requests or ideas

from new faculty were also noted to address with either new technology or support in the

future from ISS-Instructional Services.

TRAINING

TRTRAINING

Pelco Training

for

Technicians

Initiated specific training on Pelco products in relation to security camera systems for two

support technicians, in order to provide more understanding of some of the current

products and provide more efficient, timely support for security cameras on campus. Lyall

Ford-specific training on Pelco Digital Video Recorders (DVRs) and Norm Koester-Pelco-

Navigating the World of Video Security Systems and Troubleshooting the World of Video

Security Systems.

Fiber Optic Operator

Level Certification

Through staff in ISS, training was provided for two technicians on the proper handling and

use of fiber-Lyall Ford and Norm Koester.

5735

5137

1705

5984 5938

3167 3090

1319

36483332

0

1000

2000

3000

4000

5000

6000

7000

Fall 06 Spring 07 SU 07 Fall 07 Spring 08

WebCT Students Online Students

13

AVID Training

Two staff members in the production area attended two days of intensive training on the

AVID editing stations (Dale Rusche and Lyall Ford). In addition, one staff member attended

the NAB (National Association of Broadcasters) conference and received additional training

in the areas of: After Effects Events- Keyframe Animations, Lighting for Interviews,

Documentary Production, AVID Events Keyframe editor, Color Correcting in AVID, Gorilla

Productions, Video with Photoshop CS3 Extended, AVID Long form Editing, AVID-Cutting

Like a Pro, and Editing for Broadcast (Lyall Ford).

SIDLIT

Summer Institute of Distance Learning and Instructional Technology:

The Institute enables faculty and staff involved in instructional technology to share

expertise on a "colleague to colleague" basis. Sessions included Web 2.0-Blogs, Wikis,

Podcasting, and Second Life (Stuart Murphy).

KCREACHE

Kansas City Regional Access Consortium for Higher Education

This committee meets monthly to discuss how technology is being used on the different campuses, as well as new technologies as they pertain to higher education. These meetings have provided information on clicker systems, learning management systems, podcasting, Second Life, pedagogy, processes and procedures for implementing and maintaining technology, and communication tools to name a few. (Stuart Murphy)

Managing Multiple Projects, Objectives and Deadlines Skillpath seminar (Brenda White).

Annual Accomplishments, Systems and Networking

EVENTS

Recovery from

Catastrophic Failure

-- In January 2008, the UPS for the

Bennett Server room suffered a

catastrophic failure around 7:22

am. This brought down all servers

and equipment in the Bennett

server room hard, without the

controlled power-down the UPS

usually provides. Such failures

can commonly lead to days of

downtime and repairs of systems

and services.

--In our case, facilities restored

power by bypassing the UPS around 10:00 am. By Noon, SysNet staff had managed

to restore core services to campus. By 2:30 pm, all services, including Banner and

database services were restored. Our techs were able to go home as normal at 5:00

pm. This was a remarkable accomplishment under the circumstances.

14

CHECK Conference

Presentation

Shawn Geil gave a presentation at the CHECK 2008 conference regarding our mass

storage implementation.

Training

Mike Tennyson completed Certified Wireless Network Administrator (CWNA) training

and passed the test to attain CWNA certification.

Shawn Geil attended Sun Solaris Administration training.

New Staff

Clayton Peters, formerly with the

TSC, has been hired to a new

position in Systems and

Networking as a

Assistant Systems and Network

Administrator

NEW SERVICES

Internet Connection

Upgrades

-- During the Fall 2007 semester, we contracted with AT&T to upgrade the campus

internet connection speed from 20Mbps to 30Mbps

--In June 2008 we contracted with Cox to add a second internet connection to

campus. This will bring campus internet bandwidth to 50Mbps and provide an

alternate route in the event of a failure of the connection to either Internet Service

Provider.

Kaw Area Technical School

Connection

In June 2008, in collaboration with

USD 501, we were able to provide

a Gigabit data connection from

Washburn University to Kaw Area

Technical School.

Networking in Stoffer Hall

As part of the completion of the Stoffer Hall renovation, we installed and configured

substantial new wired and wireless network infrastructure in Stoffer Hall. This

includes Gigabit Ethernet to the Server Room in Stoffer Hall and 802.11a/b/g

Wireless networking throughout the building.

15

New Antivirus Contract

We negotiated a new 3-year desktop and server antivirus software

contract with Sophos. This provides predictability and stability to our

enterprise antivirus deployment, and represents both an improvement in

service and per-license cost savings over our previous CA e-Trust

antivirus solution over the lifetime of the contract.

Outbound SPAM Firewall

In June 2008, we purchased and implemented a Barracuda Outbound

SPAM firewall. This unit will help protect Washburn should user e-mail

accounts be compromised and used by malicious individuals to send

SPAM or viruses. Additionally, it has provided some opportunities to

improve the routing of e-mails on campus and additionally provides us

with the means to better protect sensitive data in the future.

Generator and UPS

Improvements

-- Over the course of the last year, we

implemented automatic shutdown procedures on

all our servers, so in the event of a prolonged

power failure, systems can shut themselves down

cleanly before our UPS battery exhausts itself.

--Additionally, in May 2008 ISS installed a

generator to provide emergency backup power to the Bennett Server Room, Morgan

Phone Room, and the Washburn Police Department. The generator is able to kick in

and begin powering equipment in less than 10 seconds after a power failure.

Vista Key Management

Server

In collaboration with the Washburn University School of Law, we implemented a Key

Management Server for Windows Vista. This is a new method of Microsoft product

license management, first introduced with Windows Vista which will be used in

future Microsoft Server and Desktop licensing schemes. The server currently

supports 27 Vista clients that are in use for testing both in ISS and at the Law

School.

16

Xirrus Wireless Networks

We negotiated and purchased Xirrus wireless networking equipment, to provide

high-density, high-speed wireless networking on campus. This equipment currently

supports 802.11a/b/g, and the bulk of our purchase comes with a pre-paid upgrade

to 802.11n when that is available. This is currently installed in Petro, Stoffer, the

Memorial Union, and in all student living areas on campus for Fall 2008.

Wildcard SSL Certs

We purchased wildcard SSL certs for *.washburn.edu and *.wuad.washburn.edu.

This simplifies our management of SSL protected web pages and allows us to deploy

externally signed and trusted certificates on internal and test systems as well as

production systems.

IMPROVEMENTS TO EXISTING SERVICES

Purchase and

Implementation of

Foundry Switches

In an effort to reduce the costs of ongoing upgrades to the campus wired network

infrastructure, SysNet reviewed enterprise-class network switches from a number of

vendors. We chose and purchased switches from Foundry Networks. These

switches cost between 60% to 70% as much as comparable Cisco units, and

provided substantially better performance for the price. The new units provide us

with the opportunity to implement deployments of Gigabit Ethernet to the desktop,

among other capabilities.

Expansion of Data Storage

Capacity

In Fall 2007, we purchased and

implemented additional storage for the

student e-mail and consequently were

able to allocate additional storage to

Faculty and Staff e-mail. This involved

the purchase of a 7 terabyte EMD iSCSI

storage unit.

Additionally, in Spring 2008, we

purchased and implemented EMD NAS units that allowed us to provide 12 Terabytes

of new storage for shared files and 24 Terabytes for disk-based backups of systems.

All this new storage represents a substantial increase from the Terabytes of storage

previously available.

17

Increase in Security of Core Systems

Over the course of Fall 2007 and Spring 2008 semesters, SysNet performed internal security assessments and

reviews. In the process, we identified a number of areas to implement improvements to system configurations and

procedures in order to improve protection of core systems and data. Collectively, these improvements reduced the

attack profile of core servers and services by as much as 90%, hardened those interfaces that required internet or

campus access, provided for defense-in-depth, and provided for substantially more secure default configurations on

firewalls and servers. We also discovered and corrected a substantial number of weaknesses and potential

vulnerabilities.

Reconfiguration of Banner

Firewall

In Fall 2008, we reconfigured the Banner firewall to allow for the creation of logical

firewall zones. This allows us to convert the Banner firewall into a more general ISS

systems firewall without any reduction in security for the Banner systems.

Shutdown and Transfer

of Old Systems

Over the course of the last year, SysNet has shut down a number of old systems

which were no longer needed and converted other old systems to virtual machines.

This has allowed us to reduce management overhead, reduce the server room

power and heat budget, and provide greater performance on many of the systems

transitioned. Systems virtualized include: dhcpsrv2, mailman, ntie, paymenttest,

pgtest, imagingtest, renderingtest, tmatest, ,tmaprod, and wumedia. Systems

permanently shutdown include: ims-old and inbtest.

Over the course of the last year, SysNet has worked to increase the resiliency of

Infrastructure Services. This includes configuration a secondary DHCP server ?

Expanded Resiliency in

Infrastructure Services

Over the course of the last year, SysNet has worked to increase the resiliency of

Infrastructure Services. This includes configuration of a secondary DHCP server.

Greater Collaboration With

the Technical Services

Center

SysNet has worked to substantially increase our collaboration with and support

provided to the TSC. This includes working more closely on problem resolution and

providing access to tools and resources at a level closer to where they are

supported. As part of this, SysNet has transferred primary support of certain

services critical to desktop support to John Haverty and his central support

technicians. At present, both the Sophos Antivirus Enterprise Management Console

and Windows Systems Management Server (SMS) which provides for automatic

updates to software installed on client systems are being managed primarily by TSC

0

200

400

600

800

Before After

18

Techs.

Improvements in Internal

E-mail Routing

After the discovery of configuration errors in the internal e-mail systems in June

2008, the speed and routing of internal Washburn e-mails has been substantially

improved and redundant or unnecessary steps eliminated. The phenomenon of e-

mails to large lists taking over an hour to deliver has been eliminated.

Upgrades to Core

Operating Systems and

Services

AIX and Oracle upgrades on Database Engines, C

19

Annual Accomplishments, User and Application Services

SUPPORT

Classroom

Dispatched technology support technicians to assist with providing user accounts for courses

held in labs on the first day of classes. Provides for first-day class productivity.

Tickets

Closed 11,491 support tickets out of 11,696 created. Techs assigned

to buildings across the campus. Primary and secondary building

assignments. Including central techs for dispatching as needed. This

model provides face-to-face and more just-in-time support.

Knowledge Base

Created and/or maintained 223 public solutions; 103 internal solutions.

Labs and Mediated

Classrooms

Re-imaging of labs before the fall semester. Ensures users will have consistent computing

environments.

Phones

Configured phones for moves to renovated Stoffer Hall, coordinated several AT&T service calls,

annual reset for Residential Living students. Processed 241 voice mail reset requests and 522

phone service requests for moves, adds and changes.

Institutional Reporting

Wrote over 40 reports and report modifications using specifications obtained from Institutional

Research. Provides vetted reports for academic and administrative areas.

Core Supported

Hardware and Software

Maintained online listings for supported hardware and software. Clarifies the support level of

ISS staff and eases purchasing decisions.

Other Installed Software

As of 6/30/2008, technology support has completed 385 installs of software including Adobe

Professional, After Effects, Captivate, Design Premium CS3, Design Standard, DreamWeaver,

Fireworks CS3, Flash Paper 2.0, Illustrator CS3, InDesign, Master Collection, MathType,

Microsoft Visio, OnLocation, PaintShopPro, PhotoShop Elements, Photoshop Extended CS3,

SnagIT, Systat, Visual Communicator, Web Premium and Xmanager.

20

Residential Living

The third annual residential living PC/Mac scanning was

conducted the week prior to classes starting through the end

of August. We scanned and validated all PCs and Macs being

added to the residential network. Ensures PCs and Macs are

up to date in operating system upgrades and antivirus

updates.

PC/Mac Imaging

Worked with Apple to implement new process for imaging computers. Now both PCs and Macs

will arrive on campus equipped with core software and be more quickly deployable.

Deployment

Deployed 188 devices (PCs/Macs) during Summer 2007, 260 devices were deployed during Summer 2006, and 319 are planned

for deployment during Summer 2008, trimming the replacement cycle down to 4.2 years.

Inventory Control

Using refurbished PCs and an inventory of spare parts to assist with repair/replacement of PCs

no longer under warranty. Older machines and parts were auctioned off in the first annual

Technology Fair held on April 1, 2008.

TMA

Streamlined processes for updating TMA on Facilities Services PCs and handhelds remotely.

Checkout Equipment

As of 6/30/2008, Technology Support has processed 118 equipment checkouts, with the most

popular being data projectors (21), Laptops (18), and a Sprint Wireless Card for remote access

to the Internet (10).

0

100

200

300

400

06 07 08

Computers Placed

21

Events

Supported the following Washburn University Events through Web-

based and/or database systems: History Day, Math Day,

Music Festival Scheduling, Math Placement Exam Registration,

EN300 Placement Exam Registration, WSGA President, Senate &

Freshman Elections, Homecoming King and Queen Elections, United

Way Campaign. These systems simplify data collection and provide

more immediate information.

Banner/Partner System

Maintenance

Successfully implemented the new 08-09 financial aid year

in Banner. Recurring accomplishments such as admission,

registration of students, creation of new schedules, fee

assessment, 1098-Ts, W-2s, salary planner, Evisions

transcripts, Touchnet credit card table updates,

population selections, FormFusion e-mails to students,

analysis of tuition assessment, etc. These repeating

events often come with new requirements/features for

implementation.

Census Reporting

Fall and spring database clones requested by Institutional Research for census reporting.

9/23/07 and 2/24/08.

Duplicate PIDMS

Researched and fixed over 350 duplicate PIDMs. Duplicate PIDMs are inevitable; researching

and fixing them take 2 hours per duplicate PIDM, so it is equivalent to 0.25 FTE.

Name Changes

Processed 375 name changes. Each name change can take up to a half hour of ISS staff time

to process, and the average time period between the request and the completion of the name

change request has been 30 days, as users are given time to communicate with us about

whether or not the name change request has been accurately entered.

Account Deletions

February 2008, deleted 5962 accounts, leaving 12,460 MyWashburn accounts. June 2008,

deleted 3085 accounts, leaving 12,437 accounts.

Evaluations

Online Course Evaluations, College of Arts and Sciences Department Chair Evaluations, Scanned

Teacher Evaluations.

22

Reporting/Extracts

Examples of reports/extracts created/modified for functional areas include Online Education

reports, Fixed Asset Reports, University Relations directory extracts, Operating Expenses report

for the Director of Budget to provide to deans/directors/department heads, Worker‟s

Compensation report, Vendor Totals by Organization Code, Dependent Tuition Waiver Report,

Foster Tuition Waiver Report, Federal Work Study Report, Scholarship Decision Report, IPEDS

faculty/staff extract. Student Employee Wages Report, SAP assignments made by users outside

of Financial Aid, NPSAS Student Aid data, student employee contracts, Common Data Set and

College Board Surveys, IPEDS reports.

Web Site Maintenance

Registrar's Important Course Dates Report, Late Class Add Form, Business Office Excess

Financial Aid Web Page Changes (Yearly), Residential Living Web Site, Continuing Education

Web Site, KTWU forms, Transfer Guides.

Web Site Requests

The average number of requests for Washburn‟s public Web site (www.washburn.edu) was

46,311 hits per day for the ‟07-‟08 academic year, compared with 49,445 for the previous

academic year. The largest requests were for the News, Alumni and MyWashburn Referral

sections of the Web site.

PHASEOUTS

Informix

--The following systems were rewritten as Access databases to ensure continued support:

Codec database for Instructional Services, Fund Tracking Database historical data, Instructor

Evaluation data.

--Printer database previously stored in Informix was moved to a BodPrints database.

--Informix Testbank data moved to Respondus.

THE UNEXPECTED

Monday

August 13, 2007 Disk Failure on production database server; outage from 8:00 p.m. – 10 p.m.

January 2008

--Power outage due to a UPS malfunction in the mechanical room. When machines rebooted,

communication errors began between database server and the application server. Trace files

were being created at an enormous rate. To fix this, the Oracle configuration file had to be

modified.

--Research revealed an unexpected network reconfiguration had executed upon startup

after the outage.

Monday

April 7, 2008

MyCourses not working for students; an attempt to send a targeted announcement to all

students tied the system up in knots. Later it was revealed the Oracle database containing

MyCourses information was not in sync with the Luminis database. This event yielded 90 linked

tickets in the technology support project.

Friday

April 25, 2008

Phishing scam causes remote sites to block our address, so the IP address was changed on our

mail server.

http://www.washburn.edu/

23

THE NEW

Brochure for New Faculty

Created to give new faculty a summary of services offered by technology support.

Office 2007

Technology support assisted with the transition to Office 2007 through building sweeps.

Development Tickets

Requests for development of new reports/extracts/applications requiring more than two hours

of an employee‟s time are stored in a development database for tracking. 241 of these

requests were completed during the 2007-2008 academic year. At the end of the 2007-2008

academic year, 114 tickets remained open.

Application Development

Built/modified the following Web-based applications: Outstanding Employee Award

Nomination, Washburn Transformation Experience, Employee Mailing Application available on

the University Services tab of MyWashburn, Prospect Registration driver‟s license swipe for the

State Fair, and Test Scoring Statistical Reports. Applications are being built to support the

mission of the university.

Data Integration

Link to MBS Textbook from MyWashburn channel for faculty and staff to see textbooks required

for courses, Kansas Department of Labor NASWA Electronic File Submission, Data Feed to TIAA-

CREF using Open Plan Solutions, iCard office data extract modifications. By automating these

processes, ISS staff time and/or functional area staff time is greatly reduced.

Shared Drive Solution for

ISS/Functional Areas

Working with systems and network services, developed drop-off folders on the NAS for ISS to

store extracts and other information for functional areas. This greatly increases the security of

data extracted from Banner.

Credit Card Widget

Expanded usage of the widget to the KTWU Web site, increasing the

security of credit card processing.

Online Surveys

Surveys built with our own homegrown survey creation tool include BSW and MSW Program

Exit surveys, survey for HS498VA, and Social Work Program Evaluation survey forms. New

surveys can be created with this tool within a 2-hour timeframe.

New Web Sites

Built Web sites for Risk Management and Modern Foreign Languages.

Content Management

System (CMS) Additions

Counseling Services, LINC Web sites were added to the CMS. The WUPRM (Washburn

University Procedures and Regulations Manual) created using the CMS, was made available

from the Human Resources site. Using the CMS provides a consistent look and feel for

Washburn‟s presence on the Web.

24

Building Sweeps

Technology Support Technicians now “sweep” assigned buildings

and field questions and requests from departments using a sweep

checklist.

Slow Computer

Troubleshooting

In cooperation with systems and networking services, a checklist was created to determine the

steps to take when troubleshooting the vague report of a “slow computer,” ensuring each area

of ISS knows area of responsibility for dealing with such tickets.

New Banner and Partner

App Functionalities

Immunization Tracking for the School of Nursing is now recorded in Banner.

Music Department Recruiting data is now collected through the Banner Prospect self-service

online form.

Credit Cards are now accepted as payment for Admissions applications fee using Banner self-

service and Touchnet.

Implementation of Plus loan refunds to parents, made possible in Banner 7.3.

Imaging expanded to the Payroll Office.

Admissions Applicants Communication Plan using Banner and FormFusion.

Test scores for MSW waivers mass update in Banner.

Usage of Alumni Self-Service for Alumni Personnel makes it possible for Alumni staff to query

without using Banner Oracle Forms.

Employee disability code load into Banner.

Optional collection of race/ethnicity tied to the self-service registration process.

Implemented FGAC/Protection of Sensitive Data for race/ethnicity data. FGAC stands for Fine-

Grained Access Control, and provides a way to allow only certain individuals to see pieces of

information on a Banner form.

New employee classes for Kaw employees.

UPGRADES

Installs/Upgrades

Upgrades and installs included:

Financial Aid 7.8, 7.8.1

General 7.4

Intcomp 7.3

Finance 7.3

TMA 8.0.2.5

GNU Mailman Upgrade

TMA 8.0.3.2

HR 7.2.5

Oracle 10g upgrade on test, staging and production database servers

Financial Aid 7.9

Student 7.4

EdConnect 7.2

TMA 8.0.3.5

Financial Aid 7.9.1

Imaging Licensing Server 5.60.049

Luminis 3.3 patches

Financial Aid 7.10

Financial Aid 7.11

25

Upgrades are required in most cases in order to remain current with support from Sungard.

Interdependencies often require us to upgrade one module in order to upgrade another.

Test Systems

Worked with systems and network administrators to install and configure test systems on virtual

servers.

Maintained testing and staging systems for Banner/Luminis/WebCT Unified Digital Campus.

Testing and staging systems minimize problems when we upgrade in production.

E-mail Quotas

Changed on Monday, September 17 for students: 100 MB Quota for students; 1GB quota for

law students. The decision was made after looking at what was offered as a quota at other

Kansas institutions. The purchase of 12 Terabytes of additional disk space made this possible.

Script Creations

Reviews and

Modifications

Review of code used to create extract of students and employees needed for integration with

other systems. Review and documentation of scheduled tasks on servers.

Script to identify and communicate changes in Banner validation tables.

Reviewed and modified audit /update scripts. Script to update graduation

dates in Banner. Scripts to automate shutdown of applications on servers,

so that systems will come down nicely in the case of a power outage.

Personnel Searches

Administrative Business Analyst (2), Java Programmer/Analyst (1)

THE FEEDBACK

Few Examples From

Our Customers

--Student worker Nicholas Hill‟s work on the Financial Aid Web site and Student Worker Job

Search was praised by the presenter of the student employee supervisor training meetings.

--“I want to let you know that blue print registration in HC 108 went very smoothly on Friday.

The staff and I sincerely appreciated the creativity and problem-solving that was initiated by

you and your team regarding the outage of MyWashburn. The transfer students did not notice

the interruption at all, which is a real tribute to the work you provided for us.”

--Regarding the development of an Application Communication Plan: “On behalf of the entire

Admissions team, THANK YOU! This is going to be great for our operations.”

--In April, 2008, we begin to implement a random survey tool in our

BodPrints Technology Support ticket tracking system. Only 1 out of 29

indicated the service did not meet expectations. 16 indicated the service

exceeded expectations, with the remainder reporting that expectations were

met.

--“We appreciated the work being done in a timely matter. The staff being courteous to our

new employee.”

26

TRAINING

Received

--KCOUG (Kansas City Oracle User‟s Group) Training day - 10/07/2008 (Cathy Heit, Bethe

Titsworth, Eileen Brouddus)

--A+ Certification for technology support technicians Duane Myers and Anne Walbridge. Duane

and Anne joined others in technology support receiving A+ certification while employed at WU:

Dave Edmonds, Andy Black, Shawn Garman, Aaron Hall, and Daniel Parnell.

--In-house training on PL/SQL and Oracle issues, February 2008, attended by Administrative

Business Analysts and programming staff. Instructor was Oracle expert Dan Hotka.

--Generic Connector Framework Seminar, attended by Sue Jarchow, April 11, 12, 2008

Given

Banner navigation training (ongoing).

Scanning documents using CapturePerfect for storing on the NAS.

Imaging training prior to the anticipated upgrade to show new features.

CONFERENCES

Financial Aid

Attended by Sandy Selden, November 26-29, 2007, San Diego, California

TMA

Attended by Joyce Scheck, April 1 – 3, 2008, Tulsa, Oklahoma. Networked with other

universities to make contacts on who has implemented the TMA UFI interface with Banner.

Gathered information regarding iServiceDesk for future reference.

OWASP Meetings

Web Security Meetings - Open Web Application Security Project (OWASP) meetings in Kansas

City attended by Eileen Brouddus and Bill Bunten

Banner Support Meeting

Attended by Sandy Selden, Joyce Scheck, Sue Jarchow, and Linda Griffin, November 8, 2007,

University of Central Missouri, Warrensburg

Banner Summit

Attended by Sue Jarchow, April 13 – 16, 2008, Anaheim, California

CHECK conference

Conference on Higher Education Computing in Kansas (CHECK) May 21 and 22, 2008, in

Emporia, KS, attended by Sue Jarchow and Joyce Scheck. Sue and Joyce participated as

members the Banner System Roundtable session.

27

THE FUTURE

KAW, Luminis 4 and Enrollment Management Suite will be the largest projects we face in 2008-

2009. We are ready for the challenge!

28

Annual Accomplishments, Security and Project Management

ISS Security and Project Management

Information Security

In FY08, Washburn began the process of creating an Information Security

program. For the first time, a staff position was identified to focus 50% of his time

on information security issues.

Accomplishments

Implemented secure connection for shell/file transfer. (End use of insecure

telnet/ftp)

Work with Student Health Center to move all private medical data storage behind

an internal firewall.

Work with SRWC to move all private medical data storage behind an internal

firewall.

Begin transition to secure email authentication. (imaps)

Begin transition to encrypted wireless networking. (end use of tsunami)

Begin evaluation of Virtual Private Network solution for the campus.

Begin evaluation of Network Access Control for the campus.

Produced several security awareness communications including participation in

National Cyber Security Awareness Month and creation of an Information Security

web site for Washburn.

Begin work on Information Security portions of WUPPRM.

Decision to require full disk encryption of future laptop purchases.

Begin work with University attorney to include information security language in all

contracts.

Change to new anti-virus/anti-malware product. (Sophos)

Establish relationships with colleagues at Regents Information Security Committee

and REN-ISAC.

Serve on Educause Information Security Effective Practices working group.

Begin process to identify Data Custodians for administrative data.

Raise awareness with relevant areas about PCI requirements for credit card

processing.

Work with Chartwells to plan their network adjustment for PCI compliance.

Research options for external security scan.

Monitor and respond to DMCA notices.

Identify and respond to security incidents.

Installed new outbound email filter.

Attended the Educause Security Professionals Conference.

Project Management

Only one large project was assigned for project management in FY08, the

installation of a generator behind Bennett Hall. This 300 KW generator will

provide power to the Bennett Server room, Morgan Phone room, and University

Police in the case of an outage. The project was successfully completed on time

and on budget.

29

Cable

Infrastructure

Significant improvements and additions were made to the campus data

and telecom infrastructure. These include:

Published a standard for Washburn telecom rooms.

Carnegie telecom room was improved to meet the new standard as

closely as space allowed.

100 pair of new copper cable was installed in the Carnegie telecom

room.

Morgan 14 telecom room was improved to meet the new standard as

closely as space allowed.

Stoffer Hall renovation was completed with 4 new telecom rooms that

meet the standard.

Planning was done and drawings approved for improvements in Whiting.

These include 2 new telecom rooms as well as new fiber and copper

pulled to the building.

New fiber was installed from Henderson to Benton and from Morgan to

Bennett to significantly increase capacity for future needs and to

eventually connect building on west side of campus directly to Benton

server room rather than first collecting in Bennett.

New telecom room was created in Morgan 262 that meets the new

standard and will result in removing network switches from above

ceiling locations.

Supported planning and implementation of new School of Business

Technology Center.

Created inventory of all telecom rooms and began regular ongoing

maintenance of rooms.

Provided training to other university employees who handle fiber optic

cable to assure it is always cleaned and connected for proper operation.

Re-cabled Carnegie 108 PC lab.

Re-cabled portions of Bradbury Thompson center for new VP offices.

Added earth grounding to Bennett and several other telecom rooms.

Assisted in transition of Washburn Village fire alarm from copper to

30

Cable

Infrastructure

(Con’t.)

fiber.

Built fiber path across campus for new Cox internet connection.

Built fiber path across campus for new connection to KATS.

Created master parts list for expediting future ordering.

Assisted in planning new cabling needs in Mabee Library.

Began re-cabling of second floor offices in center and west wing of

Morgan.

Assisted with planning and design of cable infrastructure for new Police

Emergency Operations Center.

Took on new responsibility for design and installation of online lock

systems.

1018 trouble tickets were processed and closed with 35 remaining open

on June 30.

Provided training to ISS staff on proper handling of fiber optic cable.

Hosted 1 day copper cable management and CAT 6 connectorization

training event attended by staff from K-State, KU, and Washburn cable

technicians. Cable techs are now certified to do warranty work on

Ortronics and ADC hardware.

Chief Engineer attended BICSI DD120 Grounding course and received

Grounding Technician certification.

Carnegie Telecom Room

31

(Before)

Carnegie Telecom Room

(After)

32

Security Incidents Summary


Year 2007

Aug 20 Unknown Acct Use Mabee Demo47 credentials left in public space

Aug 27 18:30 CDT Acct Use Bennett Unknown users on network as demo93

Sep 18 Unknown Spyware brenda.white HLRC New.Net.Domain.Plugin Spyware #98848

Sep 22 Afternoon Acct Use Pavilion Wufootball credential found in waste basket

Oct 20 Unknown Theft Laptop stolen from Gene Cassell

Oct 22 Acct Use Admissions Report of other staff using Mary Moses‟ login id

– unproven

Oct 22 22:22 Virus Res Living TR/Vundo.gen bouncing around resliving

Oct 24 08:21 Acct Use Student account used from Nigeria to send spam

Oct 26 16:00 Hole 198.252.9.165 Law Printer on public IP w unrestricted web server-

banking info available

Nov 19 Unknown Theft Financial Aid Laptop stolen from Jamie McEwen while office

was remodeled

Dec 13 21:20 DMCA 198.252.8.217 Wireless Keyshia Cole Let It Go (Gnutella)

Year 2008

Jan 01 07:21 Spam WU account used to spam

[email protected]

Jan 02 16:10 Wusports.com Off Campus Password page does not have an ssl cert

Jan 02 16:54 Spam 192.104.1.54 Bennett Web page defect allowed users to send spam

from our server

Jan 21 10:30 Phishing Email asked people to reply with their password

Feb 14 10:51 DoS Bennett Denial of service attack caused mail delivery

delays of several hours

Feb 28 13:29 Probing 198.252.8.193 Bennett Student laptop brought in for cleanup probed

Virgina Tech (110215)

Mar 06 09:24 Rogue Wireless Law House across MacVicar is doing man in the

middle wireless extension

Mar 27 15:48 Phishing Email asked people to reply with their password

Apr 04 14:06 DMCA 198.252.8.217 Wireless Fabulous Make Me Better BitTorrent

Apr 08 17:10 DMCA 198.252.8.217 Wireless Chris Brown Kiss Kiss BitTorrent

Apr 08 22:16 Phishing Email asked people to reply with their password

Apr 10 08:20 Blacklisted SORBS blacklisted us as a result of spamming

from compromised accounts

Apr 11 11:08 Hole Hipace Found qtdmon running providing tunnel bypass

from cislinux2 to hipace

Apr 18 10:05 Open FTP

Server

Mu4jet Music Imagistics multifunction printer was running an

ftp server, no password required

Apr 21 23:22 DMCA 198.252.8.214 LLC Jack Ingram Measure of a Man-gnutella

Apr 21 23:22 DMCA 198.252.8.215 Wash. Village Green Day Working Class Hero – gnutella

Apr 22 21:38 DMCA 198.252.8.214 LLC Multiple – see email - gnutella

mailto:[email protected]

33


Year 2008

Apr 22 21:38 DMCA 198.252.8.215 Wash. Village Jewel Who will save your soul – gnutella

Apr 23 17:30 DMCA 198.252.8.214 LLC Multiple – see email – gnutella

Apr 23 17:30 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella

Apr 23 17:30 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella

Apr 24 21:20 DMCA 198.252.8.216 Public Vlan Multiple – see email – gnutella



Apr 25 17:56 DMCA 198.252.8/214 LLC Multiple – see email – gnutella




Apr 29 22:01 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella


Apr 30 21:05 DMCA 198.252.8.216 Public vlan Multiple – see email – gnutella



May 07 18:37 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella

May 08 15:53 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella

May 16 05:26 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella

May 16 03:38 DMCA 198.252.8.214 LLC Multiple – see email – gnutella

May 16 01:39 DMCA 198:252.8.217 Wireless Multiple – see email – gnutella

May 19 18:04 DMCA 198.252.8.217 Wireless HBO – Entourage….bittorent

Jun 03 17:13 DMCA 198.252.8.217 Wireless Gym Class Heroes – gnutella

Jun 10 13:56 DMCA 198.252.8.217 Wireless Martina McBride – gnutella

Jun 24 11:34 DMCA 198.252.8.217 Wireless Fleetwood Mac – gnutella

Jun 30 14:53 DMCA 198.252.8.217 Wireless HBO – Bittorrent

Jun 30 18:41 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella

Jun 30 02:34 DMCA 198.252.8.215 Wash. Village Multiple – see email - gnutella

34

APPENDIX I – ORGANIZATIONAL CHART (AS OF JULY 2008)

Appendix III

ISS Organization Chart