Rio Hondo College - School Comprehension

of 9 2015-16 Program Review Name of Program: Desktop Services, Training, and Support Name of Unit: Information & Technology Services Name of Area: Finance & Business Date Completed: 10/23/2014 Program's Mission Statement Program's Mission Statement: The mission of Desktop Services, Training, and Support is to provide unparalleled service to address the computing needs of Rio Hondo s students, faculty, and staff. Desktop Services, Training, and Support manages the College s hardware, software, and telephony environments and provides Help Desk, training, and operations support to its constituencies. Program's SAO Information 1.) The Service Area Outcomes (SAO) for the Desktop Services, Training, and Support program are as follows: Respond to Help Desk tickets in a timely manner. Respond to Help Desk calls in a timely manner. Provide training on various RHC technologies for faculty and staff. Upgrade and install hardware/software are required. 2.) SAOs are assessed annually: Review of Help Desk tickets and timeliness of response. Review of instructor training surveys. Program's Characteristics, Performance and Trends CHARACTERISTICS: http://research880/planview.asp?id=1453

of 9 The Desktop Services, Training, and Support program provides the following services: Help Desk Support The Computer Support program resolves issues and inquiries for Rio Hondo s approximately 2000 desktop computer systems and their users. Desktop Infrastructure and Desktop Software Support Participates in the technology refresh upgrades of the College s desktop systems. Manages the installation of new systems as part of the opening of new facilities. Supports machines and computer users at the Fire Academy, South Whittier Education Center and the El Monte Education Center. Provides software upgrades as appropriate to desktop machines. Phone System Support Maintains, supports, and troubleshoots the College s phone system. Manages the relationship between various phone vendors and the College. Oversees phone adds, moves, and changes across the campus. Supervises the installation of phone services at newly constructed facilities. Training Provide end-user training and support to faculty and staff in the various technologies used by Rio Hondo. Develop training programs and course content for faculty and staff technical training. Work to improve computer literacy throughout the campus and help faculty and staff master the technology solutions deployed at Rio Hondo College. Operations Services Supports the remaining legacy applications from the Santa Rosa system. Support various batch processes for the new Banner system. PERFORMANCE and TRENDS: The number of desktop machines on campus has been growing over the past several years due to the opening of new facilities and the increase in computers supplied to these new locations. It is hoped that virtual desktops will simplify the administration of these systems in the coming years. Program's Strengths Experienced staff have the ability to resolve most issues in a timely manner. Use of efficient time management allows techs to handle multiple assignments. Institutional knowledge is helpful in providing support and maintenance. It facilitates planning for improvements and upgrades.

of 9 Program's Weaknesses Limited training hinders the technician s ability to keep the College at the forefront of innovative new technologies. Program's Opportunities Virtual Desktops Infrastructure -Setting up virtual desktops provides centralized management of the College s computer systems and provides improved administration and support. Improved ratio of computers supported to IT Technicians. More efficient use of resources and energy. Centralized administration. Fewer compatibility issues. Program's Threats Training is needed on an ongoing basis to keep up with new technology that is required to keep the campus at the forefront of technology. Limited staffing drastically affects our ability to provide service and support necessary to fulfill the program s mission. Program's Accomplishments and Recommendations for Improvement ACCOMPLISHMENTS: 09/10 Computer replacement (550 computers) project was completed. Installed new phones (7), computers (42) and wireless Access Points at SWEC. New phones, computers, wireless access points, and Berbee speakers were installed in the LRC. The creation of Direct Inward Dial (DID) phone extensions were created for the entire campus. ACCOMPLISHMENTS: 10/11 Campus-wide computer (400 Lenovo) replacement project was completed. Implemented new help desk software. 708 calls were logged and completed through phone or email. ACCOMPLISHMENTS: 11/12 Help Desk 3170 calls were logged and completed through phone or email. First stage of the VoIP phone transition was completed.

of 9 Relocated phones and computers in the new AJ building. Installed computers (100 Lenovo) in the new AJ building. Installed new wireless access points and Berbee speakers in the new AJ building. Relocated phones and computers in the new SU/SS buildings. Installed new wireless access points and Berbee speakers in the new SU/SS buildings. ACCOMPLISHMENTS: 12/13 Help Desk 2360 calls were logged and completed through phone or email. Second stage of the Voice over IP phone transition was completed. Relocated phones and computers to PE departments new facility. Installed new phones (10), computers (64), and wireless access points at EMEC. ACCOMPLISHMENTS: 13/14 Help Desk 2548 calls were logged and completed through phone or email. Upgraded 1400 plus computers from Windows XP to Windows7. Final stage of the VoIP phone transition was completed. Set up computers/infrastructure in the 3 additional classrooms at the SWEC facility. ACCOMPLISHMENTS: 14/15 Help Desk 994 calls were logged and completed through phone or email as of 10/20/14. The Cisco Voice Over IP phone system software was upgraded from version 7 to version 10. The hardware was upgraded from appliances to virtual servers. Purchase of Virtual Desktop Infrastructure equipment. Installation will continue throughout academic year. Program's Strategic Direction The Desktop Services, Training, and Support program could change radically in the next several years. Advances in technology specifically virtual desktop adoption and the expansion of mobile computing will alter the desktop landscape and the methods used by this program to support computer users. The demand for services will undoubtedly increase, and the individuals in this program will need to update their skillset regularly. This means ongoing training will be critical to the success of this program. On the positive side inroads by virtual computing will simplify desktop administration and provisioning and reduce the complexity of configurations currently supported. Program's Staff Development Staying abreast of changes in technology is critical for people working in computer-related fields. To address this issue a multi-faceted approach has been developed.

of 9 1.) Online Video Training -The IT Department has secured the rights to video training provided by CBT Nuggets. This solution offers a cost effective way to provide in-depth, technical training to the network and desktop support personnel. Program Review - Additional Comments Program Review - Executive Summary Program Review - Response to the Executive Summary Goal #1 Short term (1 year) Corresponds with Institutional Goal # 9 Status: in progress Description of Goal Maintain a modern and current desktop computing environment for students, faculty, and staff. Evaluation of Goal Nearly all activities in a modern college require the use of computing technology. For Rio Hondo College to be successful, it is important that the desktop infrastructure be maintained and kept current. In 2014 the College made a significant investment in infrastructure to move to "virtual desktops." This goal will continue the rollout and transition to this environment. Additionally, RHC is investigating Chromebooks as an alternative to traditional desktop PCs in certain settings.

of 9 Objective #1.1 Virtual Desktop Infrastructure (VDI) expansion from 300 to 500 workstations. This objective would be managed by the staff of the IT Department. Objective #1.2 Examine the roll of Chromebooks as an alternative to traditional PCs for certain functions. This objective would be managed by the staff of the IT Department. Goal #2 Long term (2-5 years) Corresponds with Institutional Goal # 9 Status: in progress Description of Goal Evaluate leasing as a financing option for refreshing technology. Evaluation of Goal Many organizations lease computer equipment rather than purchase it. This is due to the short life of many computing devices and their declining asset value from the moment they are purchased. Objective #2.1 Examine leasing options as an alternative for desktop, laptop, and printer purchases. This process can be performed through RHC's normal purchase/lease analysis procedures.

of 9 This analysis can be performed by existing personnel. Goal #3 Long term (2-5 years) Corresponds with Institutional Goal # 9 Status: in progress Description of Goal Upgrade desktop and laptop computers to Windows 10. Evaluation of Goal Assuming Windows 10 is released during the middle of 2015 as expected, begin the process of upgrading RHC to the latest Windows release. Objective #3.1 Upgrade RHC standard desktop, virtual desktop, and laptop PCs to Windows 10. This upgrade will be performed by existing RHC personnel. Goal #4 Short term (1 year) Corresponds with Institutional Goal # 9 Status: in progress Description of Goal Continue the Rio Hondo technical training program. Evaluation of Goal

of 9 In 2011 the Rio Hondo IT department developed a technical training program. The purpose of this goal is to expand this program and create other training options and resources for Rio Hondo faculty and staff. Objective #4.1 Maintain and enhance the Rio Hondo technical training program. IT personnel will be used to complete this goal.

of 9 Individuals Who Participated in Developing this Plan The following people acknowledge that they participated in the development of or reviewed this plan. Name Role 1. Van Voorhis, Gary Review Manager 2. Ozima, Paul Participant 3. Folts, Marsha Participant