Unit Action Plan

Transcription

1 Unit Action Plan Division: College/Unit: Department: Administration & Finance Information Services Information Services Significant Areas of Success: Banner Project Support: Successfully implemented Banner Finance which includes processing and printing of requisitions and direct pays, fixed assets, general ledger, etc. In addition implementation of single sign-on to Internet Native Banner and consistent sign-on to Self Service Banner was completed. Centrally Managed Antivirus: Symantec AntiVirus Corporate provides industry-leading, real-time virus protection and automatic removal for enterprise workstations and network servers. With a home use option, it extends virus protection to those who choose to work at home. Password Assistance: Using the Virtual Office product from Novell, we have set up a web site ( that allows a user of Novell, WEBCT, MyFSU, and Cisco Clean Access to reset their password for these systems 24x7 without having to call the TAC. Software Update Services (SUS) & Windows Software Update Service (WSUS): These servers currently provide automatic Microsoft Windows critical updates and Microsoft Office updates for student, faculty and staff computers. Cisco Clean Access (CCA): All student owned computers in residence halls must access the Ferris network through CCA authentication. This ensures that student owned computers are running antivirus software and are pointing to the WSUS service. In addition CCA is providing user authentication for the wireless network access on campus. ZENWorks: Zero Effort Networking is Netware software that is an integrated suite of utilities for distributing and managing applications, configuring and managing workstation and Windows desktops, and remotely repairing workstation software. ZENworks reduces the total cost of ownership for networked computers via automation of services. Zen Middle Tier Server: This system provides a learner client interface for lower bandwidth satellite campus locations and the main campus s Novell NDS system. This is intended to improve service and support to satellite campuses. Blackberry RIM server: A server was installed that allows Blackberry users to access their Lotus Notes in real-time. This service works with any vendor s Blackberry solution. Over 35 blackberry users are connecting through Nextel and Alltel. Charter Communications Modem Service: Negotiated and implemented a Charter Communications cable modem solution that allows Ferris employees to obtain high speed remote access at a reduced cost. This service will be offered to the entire campus summer semester 2006 for individuals who live in the Charter Communications service areas. There is approximately 20 Ferris staff piloting the cable modem service.

2 Symposium: Symposium Express is a call center solution that offers a suite of applications that includes call processing, agent handling, reporting, and skills based routing. During fall semester 2005 there were 7,840 student, 1,425 classroom/clinic, and 6,087 faculty/staff calls processed. Technology Assistance Center (TAC) Handles Student Calls: The TAC is now taking student phone calls for technical support, with the Student & Administrative Technology Services (SATS) personnel set up in Symposium to handle overflow student calls. Student Surveys: Student and Administrative Technology Services issued their annual IT survey to the residence hall students and received over 80% participation with an over all satisfactory rating. The survey results can be found at the follow web link. Faculty/Staff IT Satisfaction Survey: Over 401 faculty and staff customers completed an IT satisfaction survey. Overall, the survey indicated positive feedback and the survey results can be found at the following web link. Technology Assistance Center (TAC) Surveys: The HEAT work order system sends out surveys to faculty, staff and students after each work order is solved to give immediate feedback on the service they received related to the work order. The results have been positive, with 90% of the faculty/staff and 78% of students giving computer support a positive rating. PC Replacement Year 1&2: In the first year, 285 PC s were replaced, with an estimated 271 PCs being replaced in For more information view the following web link. Wireless Networks: Significant deployment of wireless networks has been achieved this academic year. The meshed wireless project has five out of the eight zones completed. The remaining three zones are scheduled to be completed in summer The indoor wireless for residence halls cafeterias and student commons is approximately 90% completed. Wireless deployment in academic building is in progress with administrative buildings scheduled for winter semester Ongoing updates can be obtained from the Wireless Project at University Internet Services: The university has multiple Internet vendors to provide failover, increased capacity, and load balancing of network traffic. Both Charter Communications and merit Internet bandwidth were increased to 45 Mbps each in fall semester for a total of 90 Mbps. Network Management Upgrade: Ferris utilizes several network appliance solutions for managing the Internet traffic flow and providing security. These appliance monitor, filter and prioritize Internet traffic to ensure appropriate use of resources. This year we have upgraded our firewall, packet shaper and Internet load balancer to handle the increase in bandwidth needs. Annual Network Equipment Upgrades: The Swan and Business buildings networks were two buildings targeted for this years upgrade. The Center for Professional Development, Pharmacy, and VFS buildings are targeted for winter semester Kendall/FSUGR Network Upgrade: The installation of a direct 10 Mbps Internet connection to service both Kendall and FSUGR was completed. In addition, the FSUGR staff and lab computers were removed from the GRCC network and are fully supported by Ferris staff.

3 SPSS Site License: SPSS software is a popular title campus-wide used in many academic programs and some administrative areas. The Academic Technology Services used available dollars after reorganization and consolidating budget accounts to make a site license purchase of SPSS. Now license for all areas of the university along with a home use option is available. Classroom Control Software: A committee of faculty and technical staff worked together to identify a classroom control software solution that would serve the needs of FLITE as well as the rest of the academic areas of the university. After evaluating many different vendors, NetSupport School was selected. Spyware Software: A task force of technical staff worked together many hours to identify solutions for the increasing problem of Spyware. WebRoot s SpySweeper was selected and licensing was purchased to install on all university owned computers along with home use. Ghost Server Consolidation: The consolidation has helped with the organization and cataloging of the large number of images required for the university, provided consistence, and improved reliability for university computers. Specialty Software for Students: Starting fall semester 2005 we offered students Adobe and Autodesk software at a significant discount,. This has been a great success with many students from the main campus, FSU/GR, and Kendall taking advantage of this licensing. Over 270 Adobe and 60 AutoCAD software license have been sold this year. Consolidation of Residence Hall Labs: With over 2,700 student owned computers in residence halls the decision was made to consolidate residence hall computer labs from 17 down to 4. These labs are located in Masselink, Taggart, North Bond and West Campus Community Center. Each of these labs has at least 15 computers. Integrated Student Work Orders and Sales: The new system interfaces with the HEAT work order software to track and upload charges to student accounts on a weekly basis with improved efficiency and accuracy. Over 1,350 work orders have been processed. Student Government Technology Task Force: A technology task force was created in collaboration with student government to resolve residence hall networking issues. By the end of fall semester all the issues were resolved and the task force is continuing to meet monthly to keep the lines of communication open with the Student Government. Ongoing or Proposed Significant Activities: University-Wide Priority Develop a Student Technology Assistance Program o Create a detailed proposal to clearly identify scope, requirements, functional design and budget for a Student Technology Assistant program. Continuing Efforts from Previous Task Forces Continued support for banner implementation Complete campus wireless project for remainder of meshed wireless areas, academic and administrative buildings Continue PC replacement project for Faculty and Staff primary computers

4 Technology Support & Communication Continue the evolution of TAC as a single point of contact for service requests, o Focus TAC on primary responsibility for first point of contact o Investigate and consider implementation of adjusted or extend Support Hours, more staffing on weekends, expand multi-channel support, including chat web form, toll-free telephone access o Redesign faculty/staff/student support web sites to include Knowledge bases, Self help, Frequently Asked Questions (FAQ), and Quick Reference Guides for most frequently used processes o Relocate TAC to West building to improve internal collaboration, communications and staffing o Address student budget deficit and extended weekend hours Continue to work with TAC to receive, answer and/or route calls to Subject Matter Expert (SME s) areas for Banner support. Learner-Centered Technology Support Academic Affairs and the Faculty Center for Teaching & Learning in the research and implementation for experimental classroom. Review of satellite campuses network & telephony capabilities included in Telecommunications and Network Infrastructure Assessment. Support Academic Affairs with the development of an open lab computer replacement plan Support the Faculty Center for Teaching & Learning in implementing VISTA Professional Development Work with Human Resources to coordinate Banner training in order to: o Schedule and coordinate continued Banner training o Make consistent classroom/computer space available for training o Establish a full-time Instructional Technologist position to assist departments with documentation, user guides and delivery of training o Define the role of the Instructional Technologist in training through coordination with SME s

5 Information Services Technology Plans Create a vision statement for Information Technology Centralized funding for ongoing Novell software license IT restructuring to support Banner, Business Applications and TAC staffing o Create IT governance structure for Banner and Business Applications o Hire a Business Applications Manager o Address full time temporary staffing levels for mission critical services Funding for two FTE continuing positions for FY 2007 Funding for two FTE continuing positions for FY 2008 o Computer Operations Position Changes Redeploy Computer Operations staff positions to support, TAC, Data Security, Network support and continued server room responsibilities where possible o Relocate TAC to West building to improve internal collaboration, communication and staffing Work with General Services to implement a generator solution for University server room Replace UPS equipment in University server room Detail, justify, and implement additional compensation for team coordinators Investigate automation of hardware and software inventory Finalize and implement remote desktop management for customer problem resolution Request for ongoing hardware/software maintenance cost of Banner o Sun Servers o Dell SAN o Sun Solaris OS o Backup & Recovery Software Maintenance o Banner software (includes Xtender & WorkFlow) o Oracle o Evisions Enterprises (Form Fusion/intelliCheck) o AppWorx o Kronos (payroll/time keeping system) o TOAD (sql software tool) o Micro Focus (C+ Compiler for Banner) Utilize Nortel Consulting Services to develop long range telecommunications, network infrastructure, and fiber optic plans for satellite and Big Rapids campus facilities Enhance Cable Television Services by upgrading the broadband distribution system from 350 Mhtz to 1 Ghtz over Single-mode Fiber and implementing Cable Modem service in Finch Court. Redesign University server farm architecture for capacity, security, and redundancy o Implement 2 additional Network chassis o Implement 3 Gigabit Copper Blades o Implement server farm firewall solution Complete a Business Impact Assessment for IT services and recommend a contingency plan estimated cost of assessment

6 Unit Action Plan Division: College/Unit: Department: Administration & Finance Banner Project & Applications Support Significant Areas of Success: Implemented Banner Finance successfully Successfully printed PO s from Banner Loaded Fixed Assets into Banner Finance Loaded General Ledger starting balances and General Fund budget carryover into Banner Implemented successful upgrade to Kronos Timekeeping system Completed successful Banner Finance Upgrade to 7.1 Completed two successful parallel payrolls Implemented single sign-on for Internet Native Banner (INB) Implemented consistent sign-on for Self-Serve Banner (SSB) Successfully developed several Finance and HR WebFocus Reports Entered 1,700+ student applications into Banner Accepted first student into Banner (Admissions go-live) Completed successful Mock Registration with over 400 registrations Scheduled and/or delivered over 285 Banner training sessions to date Ongoing or Proposed Significant Activities: Complete IT restructuring to support Banner and Business Applications o Create IT governance structure for Banner and Business Applications o Hire a Business Applications Manager Continue to train and prepare for: o March 20, 2006, go-live for Student Registration o April 13, 2006, go-live for Human Resources o July 1, 2006, go-live for Student Billing o December, 2006 project closeout Continue with training and development of WebFocus reports Continue to work with TAC to receive, answer and/or route calls to Subject Matter Expert (SME s) areas for Banner support. Work with Banner Communications and Training Teams and IS&T to review and make recommendations regarding moving the training aspect of the Banner webpage to the IS&T technology assistance webpage to be used as an on-going Banner training resource. Work with Human Resources to coordinate Banner training in order to: o Schedule and coordinate continued Banner training o Make consistent classroom/computer space available for training

7 o Establish a full-time Instructional Technologist position to assist departments with documentation, user guides and delivery of training o Define the role of the Instructional Technologist in training through coordination with SME s

8 Unit Action Plan Division: College/Unit: Department: Administration & Finance Information Services Academic Technology Services (ATS) Significant Areas of Success: Leadership role in recommending a campus wireless strategy resulting in outdoor wireless access on the main campus and 25 indoor building installs Leadership role in recommending a PC replacement strategy and implementation resulting in 285 replaced in 2005 Upgraded Internet Connection from 1 Mbps to 10 Mbps, replaced primary network equipment, and upgraded workstations at Kendall and FSUGR Consolidated three Symantec Antivirus servers to one and three Ghost servers to one for the academic areas Purchased university-wide site license of SPSS software resulting in over 300 installs to date Improved work order response time with part time temporary technicians Purchased NetSchool Classroom for use campus-wide Purchased university-wide site license of SpySweeper spyware detection Assisted with over twenty SmartClassroom installs Software planning process for computer labs and classrooms Ongoing/Proposed Significant Activities: Detail, justify, and implement additional compensation for team coordinators Define and routinely report key customer support service metrics Refine ATS support teams to improve collaboration, team work, and customer service Collaborate with FLITE on future mode of operations for server room support Improve remote site response time Work towards a standardized look and feel for computer access in all academic areas Provide input and computer setup for the smart classroom project Support Academic Affairs with the development of an open lab computer replacement plan Support the distance learning initiative for HVACR Investigate the use of Adobe Acrobat server at the university Investigate automation of hardware and software inventory Implement Virtual Office, web access to data files on FSU network Review an alternative printing service for charge per print to address consumables and repairs Investigate archiving student records solution for colleges Utilize Media Distribution services within ATS Obtain technician/staff training for BANNER support Study the deployment of Blackberry devices in the ATS

9 Quick Wins Finalize and utilize remote desktop management for customer problem resolution Upgrade Crystal Server 9.x to 11.x and Symantec Antivirus server hardware Deploy Novell middle tier server Deploy SpySweeper Deploy NetSchool Complete the Netware Directory Services tree redesign Fill the approved F/T temporary position Configure DLU single sign on for all academic office areas

10 Unit Action Plan Division: College/Unit: Department: Administration & Finance Information Services Student & Administrative Technology Services (SATS) Significant Areas of Success: Leadership role in recommending a campus wireless strategy resulting in outdoor wireless access on the main campus and 25 indoor building installs Leadership role in recommending a PC replacement strategy and implementation resulting in 285 replaced in 2005 Upgraded Internet Connection from 1 Mbps to 10 Mbps, replaced primary network equipment, and upgraded workstations at Kendall and FSUGR Implemented Software Update Services (SUS) & Windows Software Update Service (WSUS) Obtained significant discount pricing on specialty software for students o Adobe Creative Suite and Video Collection Professional o AutoDesk AutoCAD, Architectural Desktop, Inventor 10, and Civil 3D Annual survey result indicated above satisfactory service for phone, office, room and lab student support Created Student Government Technology Taskforce Provided pc maintenance for over 1000 student owned computers Integrated student work orders and software sales with the HEAT system Created start-up CD for approximately 3700 returning on-campus students Consolidated 17 existing Residence hall labs into 4 Assisted in implementing T-2 Ticket Tracking and attended training Kwik Konnect program assisted 1,270 students in connecting to the University network Participated in the purchased university-wide site license of SpySweeper spyware detection Ongoing or Proposed Significant Activities: Continue to offer Microsoft and specialized software (Adobe, AutoDesk and adding Macromedia) Assist with relocating TAC and services to the Alumni or West building complex Replacement of Residence hall open lab computers approx. 50 Continue PC replacement project for Faculty and Staff primary computers Produce the Getting Connected brochure for new incoming students Obtain technician/staff training for BANNER support Obtain training for support of cable modem initiative in Finch Court Obtain training to provide back-up support of Technical Services (TS) pertaining to SATS services (CCA, Packeteer, Nortel) Continue to develop and refine the Start-up CD Prepare for the release of Windows VISTA and new Office Suite Deploy SpySweeper

11 Unit Action Plan Division: College/Unit: Department: Administration & Finance Information Services Technology Assistance Center (TAC) Significant Areas of Success: Leadership role in recommending a campus wireless strategy resulting in outdoor wireless access on the main campus and 25 indoor building installs Leadership role in recommending a PC replacement strategy and implementation resulting in 285 replaced in 2005 Upgraded Internet Connection from 1 Mbps to 10 Mbps, replaced primary network equipment, and upgraded workstations at Kendall and FSUGR Effectively promote TAC and services o working with marketing interns to evaluate promotion strategies Start taking Student calls for Student & Administrative Technology Services o All support calls for the University now go through the TAC o Restructure work times to best meet needs of customers o Train student employees to support student customer base Implement Symposium (Call Management System) o Produce reports on a wide variety of call metrics, over 7800 student calls, 1400 classroom calls, and 6100 faculty staff calls in the Fall 05. o Direct support calls to appropriate personnel o Adjust staff skill sets to best handle calls based on training level Further develop quick help guides on web site o Had 29, added 6 more Further refine inventory data and finalize SATS inventory o Much progress made, still need to finish SATS conversion. Have completed several campus wide disposal cycles, updated large percentage of records to have complete information on each item, and documented processes. Obtained industry standard certifications from Help Desk Institute o Coordinator has obtained two so far. Train TAC staff on supporting Banner at basic levels, joint UAP with Banner Project Manager Evaluate staffing levels to operate the TAC efficiently o On going semester evaluation of call statistics and support cycles

12 Ongoing or Proposed Significant Activities: Relocate TAC to West building to improve internal collaboration, communications and staffing Address student budget deficit and extended weekend hours Collaborate with Technical Services restructuring as part of the Banner project to provide adequate staffing level needed to handle call volume. Work with UAM to effectively promote TAC and services, implement marketing plan Reevaluate and recommend an Identity Management solution to effectively manage user accounts across multiple systems. Implement and encourage consistent use of the support database for all technology service areas and investigate electronic access to the status of existing support Develop resources available on the web to assist in support, including doing the following o redesign faculty/staff/student support web sites, Knowledge bases for student and full-time technology support, Self help for all users via query of knowledge bases on web, frequently Asked Questions (FAQ) to search for assistance, Quick Reference Guides for most frequently used processes Work with Administration and Finance, Student and Administrative Technology Services, FSU- Grand Rapids, and Student Affairs to provide technical information to incoming students before arrival Continue the evolution of TAC as a single point of contact for service requests, o investigate and consider implementation of adjusted or extend Support Hours, more staffing on weekends, expand multi-channel support, including chat web form, toll-free telephone access, Work with Student and Administrative Technology Services to train resident assistants to direct students to support resources Continue to work with Banner Project Manager and Banner team to receive, answer and/or route calls to Subject Matter Expert (SME s) areas for Banner support. Work with Banner Communications and Training Teams to review and make recommendations regarding moving the training aspect of the Banner webpage to the main computer support web site. This new webpage to be used as an on-going Banner training resource. Work with team that is developing and implementing a Student Technology Assistant Program. With the continued implementation of technology across our campus, more support for users is needed. This effort will expand upon the considerable contributions students already make to technology support at the University. It should consider formalized training programs for all computer support students, the establishment of student software experts, facilitating students who provide support across campus to work together more, expand the use of students for support throughout the University, and develop appropriate recognition/reward systems for student assistants. Find appropriate location for Inventory with loading dock for shipping and receiving Obtain more industry standard certifications from Help Desk Institute Obtain technician/staff training for BANNER support Continue leadership role in recommending a PC replacement strategy and implementation Provide suggestion boxes and publicly respond to ideas, both on-line and in print

13 Unit Action Plan Division: College/Unit: Department: Administration & Finance Information Services Telecommunications Significant Areas of Success: Leadership role in recommending a campus wireless strategy resulting in outdoor wireless access on the main campus and 25 indoor building installs Completed Network Data Infrastructure Improvements in Cramer, Puterbaugh, and Carlisle Upgraded Internet Connection from 45 Mbps to 90 Mbps for BR Campus Upgraded Internet Connection from 1 Mbps to 10 Mbps and replaced primary network equipment at Kendall and FSUGR Installed Blackberry Enterprise Server and associated 38 Blackberry s with it Replaced three Carding Stations in CSS Installed Single Mode Fiber from VFS to Cramer Ongoing or Proposed Significant Activities: Utilize Nortel Consulting Services to develop long range telecommunications, network infrastructure, and fiber optic plans for satellite and Big Rapids campus facilities Enhance Cable Television Services by upgrading the broadband distribution system from 350 Mhtz to 1 Ghtz over Single-mode Fiber and implementing Cable Modem service in Finch Court. Perform Data Network Infrastructure Improvements in Taggart, Helen Ferris, Finch Court, West, and IRC. Continuation of Wireless Implementation Project by completing Phase 2 Indoor - Academic Buildings, Phase 3 Indoor - Administrative Buildings, and Phase 2 Outdoor. FSU GR/Kendall Service Upgrades including a Fiber Optic feed from Merit into Kendall, network infrastructure improvement at ATC, voice options at GR Campuses, Museum network connectivity. Improve Bulldog Card Services by integrating Blackboard carding operation with Banner through Building Blocks and investigating Universal Service offerings from Blackboard. Enhance Voice Services by implementing Unified Messaging and Voice over Internet Protocol (VoIP), investigating cellular campus plans, developing a training program for Blackberry telephones, and integrating Blackberry devices with campus services. Develop a Fiber Optic Network Infrastructure plan that encompasses on-campus facilities as well as the Merit blue line project.

14 Unit Action Plan Division: College/Unit: Department: Administration & Finance Information Services Technical Services Significant Areas of Success: Leadership role in recommending a campus wireless strategy resulting in outdoor wireless access on the main campus and 25 indoor building installs Upgraded Internet Connection from 45 Mbps to 90 Mbps for BR Campus Upgraded Internet Connection from 1 Mbps to 10 Mbps, replaced primary network equipment, and upgraded workstations at Kendall and FSUGR Upgraded the Cisco Clean Access and installed a secondary server to address performance and capacity Upgraded Packeteer Box to handle the increased demand on Internet traffic Installed an F5 box which allows Ferris to take advantage of two separate Internet connections to ensure redundant Internet links for high availability Upgraded firewall to address performance and capacity Upgraded Swan s building infrastructure to replace the ATM network gear that existed Upgraded COB s building infrastructure to replace the ATM network gear that existed Ongoing or Proposed Significant Activities: Organizational Issues Address full time temporary staffing levels for mission critical services o Funding for two FTE continuing positions for FY 2007 o Funding for two FTE continuing positions for FY 2008 Computer Operations Position Changes o Redeploy Computer Operations staff positions to support, TAC, Data Security, Network support and continued server room responsibilities where possible Network Infrastructure Team Complete campus wireless project for remainder of meshed wireless areas, academic and administrative buildings Redesign University server farm architecture for capacity, security, and redundancy o Implement 2 additional Network chassis o Add 3 Gigabit Copper Blades o Implement server farm firewall solution Utilize Nortel Consulting Services to develop long range telecommunications, network infrastructure, and fiber optic plans for satellite and Big Rapids campus facilities Implement Uninterruptible Power Supplies (UPS) in strategic network closets

15 Server Team Implement generator solution and replace UPS s in University server room Evaluate high availability solution for mission critical application servers o LDAP Server, MyFSU, Banner, WebCT Vista, others Evaluate alternative software solutions for SPAM filtering and virus detection Upgrade ColdFusion to MX 7.0 Enterprise edition on Ferris Web Server Implement NetTracker Enterprise edition on Ferris Web Server Evaluate LDAP management tool for user management for Solaris servers Enhance test Banner server disk/memory in order to facilitate software testing & upgrades Reconfigure MyFSU server to utilize the EMC Storage Area Network (SAN) Evaluate and implement a Unix printer management system for Banner printing Implement a capacity planning and performance monitoring methodology for Unix systems Legacy Team Reduce maintenance cost on the IBM mainframe Utilize new off-site tape storage location Banner Team Request ongoing maintenance cost for Banner project Hardware o Sun Hardware o Dell SAN Software o Sun Solaris OS o Server Backup & Recovery Maint Premier 24x7 o Banner software (includes Xtender & WorkFlow) o Oracle o Evisions Enterprises Form Fusion o AppWorx Data Security Team Replace fireproof filing cabinet to store confidential documents