February 2006 Monthly Report

Transcription

1 Muskegon Community College Office of Information Technology February 2006 Monthly Report A Partnership in Technology Office of Information Technology 1

2 February 2006 Monthly Report Table of Contents: 1. Executive Summary 2. Management 3. Budget 4. Remote Resources 5. Administrative Computing 6. Web Applications 7. Network Infrastructure and Telecommunication 8. Help Desk 9. Metrics

3 Executive Summary This month Office of Information focus was on improving business processes and communication. We changed the purchasing process by requiring at least 3 quotes for item over $ We also changed the process in which we give work to Churchill for telecommunication. Instead of them just coming and picking up work order Mike will go through them first to make sure if the job is approved by the department and if it could be done in house. The OIT Communication Plan is another project that the Administrative Application Team has been working on this month. This plan provides the path for OIT communications for planned or unplanned events to end-user groups that are impacted by or through technology at Muskegon Community College. This month the Administrative Applications Team has been working to complete two major projects in preparation for the move to Colleague. The TIP user survey will provide OIT with the information needed to assist the MCC staff in setting up Colleague security levels. The list of commonly used reports will provide a guide for the Applications Team to compare what reports/information is available or needed from Colleague. The OIT Communication Plan is another project that the Administrative Application Team has been working on this month. This plan provides the path for OIT communications for planned or unplanned events to enduser groups that are impacted by or through technology at Muskegon Community College. February was a very productive month for Network Services. The new APC UPS power backup system was brought online which provided more a reliable and manageable power source in the event of emergencies. The data backup strategy was also rebuilt and all network servers were moved over to a Symantec Backup Exec solution which allowed all servers in the data center to be placed on a scheduled backup rotation. A separate power backup solution was installed for the phone system to allow for phone service to be provided for a much longer period of time in the event of extended power outages. Additionally, all network connectivity issues were addressed in bringing the three new classroom/lab areas in the new library online. This month s primary activities were focused on two main areas; completion of the balance of the facilities in the new library and a reduction in the number of open HDO tickets. Although the target date for the opening of classes in the new library has been changed to April 3, our work has continued and will be completed on time. A last minute change received has one class starting March 7. The room requested is ready. Office of Information Technology Monthly Report for the Month of February 2006 Created by: Kamlesh Sanghvi, CIO 3

4 Management Changed procedure for purchasing equipment Changed procedure on assigning work order to the outside vendor Created recommendation for laptop vs. desktop policy Created initial list of members for Technology Governance committee Attended Cabinet and Board of Trustees meeting Conducted monthly staff meeting Truepath - Code of Excellence for OIT o The Code of Excellence will enable the OIT staff to benchmark their practices in order to improve performance o Letter T Taking time to understand the total needs of our users Budget CIO has started creating budget for next year Remote Resources Cindy Atwood was onsite and met with Dr. Rule and Diana Osbourn to make sure everything was going well Perry participated in the conference call with Datatel Implementation team Chris Mattie participated in weekly conference call for Website implementation meeting Mike Jirout was on site to conduct Quality Assurance Administrative Computing Completed Projects Off site Colleague Training Sessions o Envision Tool Kit Programming Fundamentals (Joan & Patricia)

5 Spreadsheet of commonly used reports o Information will be used to determine if there is a report in Colleague that provides the same data Peer Site Review o Completed peer site review check list Ongoing Projects TIP User Survey o Compile data on the access of 50 TIP users o Data will be used to determine Colleague access o Data will be used to determine security codes on Colleague o Tentative completion date 3/31/2006 HR Preparation for ERP o HR system does not have many opportunities for uploads in Colleague o HR needs to create spreadsheets so they can easily do the data entry into Colleague MCC commonly used reports o Determine if there is a report in Colleague that provides the same data o Tentative deadline March 31 Attend On site Colleague Training Sessions o Provides an opportunity to gain a basic understanding of each module o Provides an opportunity to observe the interaction of the users Attend Off site Colleague Training Sessions o Colleague Administration for UniData (Patricia) o Envision Form Development R17 (Patricia) o Colleague ELF Programming (Joan) o Envision Batch and Report R17 (Patricia) Colleague Interface Training o Provide training to the FIT Module teams on the basic structure of the Colleague application o Training session for Human Resource March 8 Establish a library of best practices for the support of the Colleague application This will give us a resource for researching questions about how we should support the different modules of Colleague Projects for March Annual Evaluation o Complete annual evaluations for Mary & Phyllis On-Campus Colleague Training o Computed Columns o Query Builder

6 Process Mapping Web Applications Web Applications Significant Activities Worked with Web committee on site lay out Assisted athletic department on resizing the images. Created website for FIT team. Network Infrastructure / Telecommunication Completed Projects/Tasks Resolved issue of tape drive failure of production server Replaced current backup solution with Veritas Backup Exec solution Installed separate power backup system for phone system Installed new data center rack for production servers Installed new APC power backup system for data center and cut-over equipment to new system Configure new labs and classrooms in library for network connectivity Labeled all equipment in data center Restructured backup strategy to include Datatel servers Configured Sitebuilder server for external access Streamlined process for updating Help Desk status message Installed analog phone in server room Created checklist of servers and processes to verify in emergency situations Upcoming/Ongoing Projects: Begin gathering documentation for peer site review Begin planning phase to move domain functions to Windows Server base Develop Disaster Recovery Plan Set up automated attendant for Main Switchboard Configure Higher Education area for wireless Get new system for library server Document phone extension assignments Move all servers off of DMZ area

7 Upgrade WebCrossing on ALSI server User Services Completed Projects/Tasks Install computers in rooms L261,L361, and L363 o Install computers o Create and test image o Install image o Test installation Reassign HDO ticket assignment procedure responsibilities Move ticket assignments to John for reassignment to student techs Monitor effect and performance Remove computers from 1114 Move 6 computers and printer to be reinstalled after remodeling to phone room equipment Move balance of equipment to 1206 Create multimedia instructor cart (new library classrooms) instructions Make quick reference cover sheet Create complete instructions manual Obtained and assigned additional two-way radios, conducted formal training session Visited Delta College to see operations and establish communications with counterparts Upcoming/Ongoing Projects: Complete new library classrooms and vacate rooms 136 and 138 o Move computers and printers from 138 to L363 o Move computers from 134 to storage o Empty cupboards and closets o Move scantron equipment to new location o Move macs to new location Test and demonstrate software metering system demo programs Relocate Media Services office Monitor new library computers for problems/changes needed Complete budget process as required Peer site review documentation Help Desk

8 HDO Cases January February New Closed En d New Closed End Totals: Customer Satisfaction Survey Surveys Sent Responses Response Rate Response Timeliness Skill set Resolution Timeliness Communication Overall Satisfaction % Response Legend Excellent Good Fair Poor # New Cases Administrative Computing 37 Help Desk 71 Media Services 3 Network Services 57 Telecom 26 User Services 136 Total: 330 # Closed Cases Administrative Computing 48 Help Desk 55 Media Services 3 Network Services 66 Telecom 27 User Services 148 Total: 347

9 Centralized Helpdesk for Students CHD Call Statistics January YTD Total Calls to CHD Total Calls Answered by CHD Percentage of Call 8.7% 8.26% Abandoned Total Call Time 2h 23 m 9 h 37m Average Call length 6m 50 sec 5 m 47 sec Average Speed to Answer 19 sec 44 sec

10 Metrics Bandwidth Utilization Total Available Bandwidth o Average Inbound Bandwidth Utilization o Average Outbound Bandwidth Utilization 0.9MB o Average Total Bandwidth Utilization 3.0MB 2.7MB 3.6MB Bandwidth Efficiency (ideal = 100%) o Inbound Network Efficiency 91% o Outbound Network Efficiency 98% Bandwidth Utilization for January 2006 Average Rate Peak Rate

11 Spam/Content Filtering Total Daily Average Hourly Average Blocked : Spam 7,514,100 31,180 1,760 Blocked: Virus 85, Quarantined 89, Allowed: Tagged Questionable 164, Allowed 1,534,704 7, Total Received 9,389,396 39,168 2,544 Microsoft Server Uptime Name Uptime % Error % Last ASP Web training Good CW Cisco Works Good E-Web Movaris Good ESQL Database for Movaris Good EZProxy Proxy server for proxy (not in production) * Good Ghost Lab images * Good MCC-EMS Room scheduling server Good MCCDC01 Domain Controller Good MCC Web Sup HVAC Good Payroll - ADP Good

12 Site Builder New web server Good Unix Server Uptime Name Uptime % Error % Last Apollo Web server Good Student Student web page Good Library Library server Good Production - TIP Good Development - TIP Good StuServ Online Registration Good MCCDataProd Datatel Prod Good MCCDataDev Datatel Dev Good Novell Server Uptime Name Uptime % Error % Last Campus file storage good Campus-2 domain controller good GRPWise good WebACC Web Interface for good * Servers were rebooted for regular maintenance Respectfully Submitted by: Kamlesh Sanghvi Chief Information Officer Sungard Higher Education Managed Services Muskegon Community College