Administrative Unit. Office of Information Technology: Telecommmunication and IT Support

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1 Administrative Unit Office of Information Technology: Telecommmunication and IT Support

2 Office of Information Technology: Telecommmunication and IT Support Page 2 of 6 Introduction Texas Southern University s Mission Texas Southern University is a comprehensive metropolitan university. Building on its legacy as a historically black institution, the university provides academic and research programs that address critical urban issues and prepare an ethnically diverse student population to become a force for positive change in a global society. In order to achieve this mission, Texas Southern University provides: quality instruction in a culture of innovative teaching and learning basic and applied research and scholarship that is responsive to community issues opportunities for public service that benefit the community and the world. Texas Southern University s Vision Texas Southern University will become one of the nation s pre-eminent comprehensive metropolitan universities. We will be recognized by the excellence of our programs, the quality of our instruction, our innovative research, and our desire to be a contributing partner to our community, state, nation, and world. Accreditation Standards Accreditation by Southern Association of Colleges and Schools Commission on Colleges (SACS) Commission on Colleges signifies that the institution: (1) has a mission appropriate to higher education, (2) has resources, programs, and services sufficient to accomplish and sustain that mission, and (3) maintains clearly specified educational objectives that are consistent with its mission and appropriate to the degrees it offers, and that indicate whether it is successful in achieving its stated objectives. Source: The Principles of Accreditation: Foundations for Quality Enhancement, 5 th edition

population to become a force for positive change in a global society.

3 Office of Information Technology: Telecommmunication and IT Support Page 3 of 6 Goal 1 Assessment Plan to Goal Description Goal 1: To enhance telecommunications and information technology support services provided to students, faculty and staff 2 SLO Student Learning Outcomes/Objectives 1.1: Increase customer satisfaction with desktop support, telecommunications, and help desk functions 1.2: Increase the percentage of service request tickets closed each month 1.3: Increase integrated communications infrastructure throughout the campus 3 Metric Metric 1.1 Customer satisfaction scores in the Help Desk, Telecommunications, and Desktop Support areas on the Altiris Performance Report Metric 1.2 Monthly closed percentage on the Altiris Performance Report Metric 1.3 The number of communication hardware & software solutions and upgrades purchased and installed and the percentage of wireless technology coverage on TSU owned properties 4 Target Target 1.1 Receive consistent 95% score of the Altiris Performance Report in the respective areas Target 1.2 Obtain 95% closed ticket rate the Altiris Performance Report in the respective areas Target 1.3 Upgrade voice system software form version 7 to version 8. Increase wireless coverage of all University owned properties to 75% 5 Findings Findings 1.1 OIT achieved a 95% satisfaction rating overall. Findings 1.2 OIT achieved a 95% rating over all for service request tickets closed each month. Findings 1.3 Achieved a 100% upgrade of voice system. Wireless system was expanded to 75% of the campus. 6 Action Plan Action Plan 1.1 Purchased and Implemented an Altiris reporting module to monitor customer surveys. Action Plan 1.2 Utilized Altiris reporting module to monitor ticket closures. Action Plan 1.3 Purchased, upgraded and Installed wireless hardware to expand across campus. 7 Target Target 1.1

1: Increase customer satisfaction with desktop support, telecommunications, and help desk functions 1.2: Increase the percentage of service request tickets closed each month 1.

4 Office of Information Technology: Telecommmunication and IT Support Page 4 of 6 Receive consistent 97% score of the Altiris Performance Report in the respective areas Target 1.2 Obtain 97% closed ticket rate the Altiris Performance Report in the respective areas Target 1.3 Upgrade hardware for phone system to accommodate future software upgrades. Increase wireless coverage of all University owned properties to 85% 8 Findings Findings 1.1 Performance rating has increased to 98.5% in the respective area. -Target Met Findings 1.2 Work Ticket closure rate has been achieved at 100% -Target Met Findings 1.3 Increased wireless system to expand to 85% of the campus. -Target Met 9 Action Plan Action Plan 1.1 Continue monthly reporting and weekly ticket reviews in meetings. Action Plan 1.2 Continue to close tickets utilizing the Altiris Ticketing system. Action Plan 1.3 Use Title 3 funds to increase wirless availability across campus. 10 Target Target 1.1 Receive consistent 99% of customer satisfaction on the Altiris Performance Report in the respective areas Target 1.2 Obtain 99% closed ticket rate the Altiris Performance Report in the respective areas Target 1.3 Upgrade voice system software form version 8 to version 10. Increase wireless coverage of all University owned properties to 100% 11 Findings Findings 1.1 Received 90-95% customer satisfaction in Altiris. Findings 1.2 Received and average of 96.1% closed ticket rate in al areas of OIT. Findings 1.3 Received funding for the purchase and will start the VOIP upgrade in late Gathering support and funding of wireless upgrade and will fund a project in mid 2014.

Increase wireless coverage of all University owned properties to 85% 8 Findings 2011-12 Findings 1.1 Performance rating has increased to 98.5% in the respective area. -Target Met Findings 1.

5 Office of Information Technology: Telecommmunication and IT Support Page 5 of 6 12 Action Plan Action Plan 1.1 Continue to monitor customer satisfaction and review Most Help Needed (MHN) tickets weekly. Action Plan 1.2 Continue to recevied tickets i a timely manner and increase response times. Action Plans 1.3 Develop project plans and cost analysis to complete the Voiceover Internet Protocol-VOIP and wireless projects. 13 Additional Reference Documents 1.1 Altiris Performance Report (Cumulative Year End Results) 1.2 Altiris project reports 1.3 Visio drawings of wireless access points from Wireless Control Systems (WCS) Altiris Performance Report 2012 YTD [PPTX 307 KB 11/26/14] Altiris Performance Report 2013 YTD [PPTX 191 KB 11/26/14] TSU-CoreDraft_I [VSD 6,941 KB 11/26/14]

Action Plans 1.3 Develop project plans and cost analysis to complete the Voiceover Internet Protocol-VOIP and wireless projects. 13 Additional Reference Documents 1.

6 Office of Information Technology: Telecommmunication and IT Support Page 6 of 6

Unit Assessment Plan. College of Pharmacy and Health Sciences. Master of Science in Health Care Administration

Unit Assessment Plan. College of Pharmacy and Health Sciences. Master of Science in Health Care Administration Unit Assessment Plan College of Pharmacy and Health Sciences Master of Science in Health Care Administration Page 2 of 5 Introduction Texas Southern University s Mission Texas Southern University is a