INFORMATION SERVICES Accomplishments Report August 2008 ... · August 2008 – January 2009 Page 1...

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INFORMATION SERVICES

Accomplishments Report August 2008 – January 2009

5 Year Goals and Objectives January 2008 – December 2012

Mission:

We are a strategic asset for UMKC’s missions: Teaching and learning, research, service, and economic development.

2012 Goals:

1. Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access.

2. User technologies and support that enhance and facilitate teaching and learning, research, service, and economic development.

3. Effective and efficient management of resources. 4. Accurate, understandable, and accessible communication, documentation and

resource use. 5. Continuous improvement in services, facilities, and professional development.

The processes for achieving each of the above goals are listed in the first sections of this report.

2008 IS Project List and Point Person:

- IS project management – Guggenmos/Classroom Technology Services - Infrastructure improvement (building cabling) – Johnston/Telecomm & Networking - Policy/process documentation – Carnett/Administration - VOIP rollout – Johnston/Telecomm & Networking - Mass communication proposal – Hisle/Central Systems - Software deployments – Reisenbichler/Support Services - Course casting capacity/technology – Goodenow/Information Access - Expansion of wireless coverage – Johnston/Telecomm & Networking

Details on each of the above projects can be found in the section for the responsible division.


INFORMATION SERVICES 5 Year Goals

Goal #1: Infrastructure that delivers seamless, secure, reliable, anytime and

anyplace user access. *Student Live @ EDU Project

Increase the ILE Classroom availability *Upgrade Building Wiring Infrastructure *VoIP Roll Out *Expand Wireless Systems Network Core and Building Electronics Lifecycle Network new buildings and Residence Halls *Course capacity/technology project

Goal #2: User technologies and support that enhance and facilitate teaching and learning, research, service, and economic development.

New Campus Web Server Architecture and Content Management Project Increase the ILE Classroom availability Increase overall awareness and feedback for the ILE Classroom systems *VoIP Roll Out * Expand Wireless Systems IT Support Services become more accessible, visible and available to the

campus community Improve campus computer lab experience and resources *Course capacity/technology project

Goal #3: Effective and efficient management of resources. *Implement an IS Project Management Office

Restructure Classroom Technology Department to adequately support the ILE Classroom systems and campus AV projects Move Hospital Hill Fiber Optic Cable Off of Utility Poles Increase efficiency in delivery of services

Expand efforts to comply with “green” computing initiatives including energy reduction and recycling.

Provide advanced technical expertise and services to UMKC academic units, IT Liaisons and UMKC departments

*Course capacity/technology project


Goal #4: Accurate, understandable, and accessible communication, documentation and resource use.

Storage Management: Accounting, Reporting and Allocation Disaster Recovery Planning and Procedures Project Overhaul of IS Related Security Policies and Enforcement of Policies Increase Security Awareness *Upgrade Software Deployment Change Management - changes to IT resources are organized, timely

and well-communicated *Course capacity/technology project

Goal #5: Continuous improvement in services, facilities, and professional Development. *Implement an IS Project Management Office

Increase the ILE Classroom availability Increase professional development opportunities for staff *Infrastructure Improvement *Expand Wireless Systems *Network Core and Building Electronics Lifecycle replacement schedule Network new buildings and Residence Halls Data Leakage Prevention

*2008 IS Projects


INFORMATION SERVICES

Accomplishments Report August 2008 – January 2009

IS PROJECT - Implement an IS Project Management Office (PMO) (Goals 3, 4, 5)

The developing PMO is playing a critical role in the push for system wide collaboration by participating in a number of system projects to ensure adequately involvement of UMKC Information Services. We are also working with CFM and outside contractors on several local UMKC projects. We continue to develop our working relationship with Campus Facilities Management (CFM) and the UMKC construction Job Order Contractor (KBR) and as a result, IS is being included on a more regular basis in the early project planning phases. By ensuring the IS related tasks, deliverables and costs are addressed in early project phases, we are able to more accurately portray the total project costs/requirements and mitigate the amount of future change required to accommodate oversights in IT infrastructure planning.

Critical Issues:

IS currently does not have FTE completely dedicated to project management. As the use of the PMO increases, there will be a need for additional FTE.

IS Goals Supported:

Effectively and efficiently manage resources.

Communication, documentation and resources use that are accurate, understandable and accessible.

Continue improvement in facilities, service and professional development.

IS PROJECT - INFRASTRUCTURE IMPROVEMENT Upgrade Building Wiring Infrastructure (Goals 1, 5) We have completed infrastructure upgrades in the Biological Sciences Building. We plan on moving to the School of Law next. See Appendix for status chart by building. Critical Issues

New cable standards like Category 7 that will support 10 gigabit connections are projected to be out in 2010-11. New standards have increased the cable size and made cable stiffer. These new cables require larger conduit sizes and longer installation times, which increase cost.

Copper cable prices have more than doubled in the last 5 years driving up the cost of many of the supplies we use on a daily basis. If this inflation rate continues cost of materials could cause us to slow or stop some installations due to insufficient budget.

Projections based on Networking & Telecommunications budget at 2007 or higher levels with no additional projects or funding requirements that would use departmental hard dollars.

Projections based on 2007 or higher staff levels. This project would stop or substantially slow down with staff cuts or vacant staff positions for extended periods of time.

IS Goals Supported:

Physical infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access.


Assessment of and responsiveness to campus information technology needs.


IS PROJECT – POLICY/PROCESS DOCUMENTATION Overhaul of IS Related Security Policies and Enforcement of Policies Currently we are working from a limited framework of existing policies. Policies need to be updated and created to better address security issues. It is anticipated that it will take 1 year to overhaul the top-level policies. It will take an additional year to put into place implementation documents related to the policies. After the implementation documents are completed, we will be able to begin enforcement and auditing based on the new policy structure. Critical Issues :

Policies defining system administrator responsibilities.

Policies defining types of sensitive data, and proper storage and protection of each type of sensitive data.

Policies outlining required system security configurations.

Policies adopting and implementing legal and industry mandated standards, such as Credit Card industry standards, and Federal Privacy standards.

Policies related to sensitive data on portable devices are needed. Timelines for deployment:

First phase of top-level policies should complete around February 2009

Last phase of implementation policies should complete around February 2010

After last phase, ongoing updates to policy and implementation documents.

IS PROJECT - VoIP Roll Out (Goals 1, 2, 5) We started rolling out voice over IP phones first to all of Information Services and then in the new Health Sciences building. We have now started replacing phones building by building starting with Manheim, Royall, Haag and Flarsheim Halls. We have just completed School of Education and will now move to Biological Sciences and Spencer Chemistry buildings. Each person who currently has a campus phone will receive a new IP phone similar in functionality at no charge to the department. See http://www.umkc.edu/is/nt/umkc-phone.asp for more information on phones. See Appendix for buildings with VoIP phones deployed.

http://www.umkc.edu/is/nt/umkc-phone.asp


Critical Issues

This project is dependent on both the campus network and each buildings cable plant infrastructure. IP phones require inline power for greatest functionality which requires a Category 5 or higher cable plant. This project would slow if the campus infrastructure project is delayed.

The campus PBX is 25 years old and a catastrophic failure would require an immediate cutover to IP phones.



IS Goals Supported:




IS PROJECT – MASS COMMUNICATION PROPOSAL Mass Communications System In the spring of 2007 a University wide committee met to explore the technology of emergency mass communications. We were looking for a system that would aid us in the emergency notification of students, faculty and staff. The previous winter had several major storms and resulted in the first shut down of the Columbia campus in recent memory. In the first meeting we were focused on weather related notifications and scenarios. One week following our meeting, the Virginia Tech incident occurred. That event brought to the forefront the possible use of an Emergency Notification System (ENS) for reporting crimes in progress.


A Request for Proposal was issued in the summer of 2007 and a contract was signed with a company that would service all four campuses with ENS services. Their technology would allow us to send simultaneous E-mail, phone messages, pager messages, and text messages (SMS). An implementation plan was created with a timetable to have the system active on each campus for the fall semester of 2007.

In order to expedite the implementation, data already on record with the Human Resources and Student Information systems was used to create the notification database. UMKC performed a full test with all database records to gauge operability of the system in December of 2007 and subsequently used the system for campus closure notifications through the winter of 2007-08.

Programming changes were made in the summer of 2008, allowing students to opt-in for emergency notifications. At the same time, if opting-in, they would select any or all of the several methods of receiving messages, home or business phone, cellular phone, text messages, pager or e-mail. In December of 2008, the Human Resources system was setup for faculty and staff to opt-in and at the same time select their preferred methods of receiving messages.

In summary, the technology has not proven as rapid in delivery as we would prefer. Realizing these limitations and absent better methods of message delivery, this system is working and available for use by our communications professionals. Nearly 12,000 of the campus population of approximately 18,000 students, faculty and staff have opted to use the system.

IS PROJECT – SOFTWARE DEPLOYMENTS Deploy Office 2007 and Windows Vista (Goals 2, 4) Overall, good progress to date has been made on this project. Targeted upgrades and new installations have ensured that the majority of systems capable of running these significant upgrades have been completed. In the last six months, progress on this project has slowed. This is largely due to the fact that, in IS-supported areas, almost all this work was completed in the previous six-month period. In addition, the financial realities facing UM and UMKC have forced departments to reduce expenditures on computer lifecycle replacement. Currently the Workstation Replacement Program purchases are on hold and computer purchases in general are very limited. These new computers would have been used to replace computers not running current software versions. The effect has been to significantly delay the replacement of up to 10% of all computers campus-wide and up to 25% of primary faculty/staff computers. As of January 31, 2009, nearly 78% of IS-supported computers were running Microsoft Office 2007. Nearly all the desktops capable of running Office 2007 have been upgraded with the exception of those requiring exemptions due to software compatibility issues and those simply too old and underpowered to effectively run the new software. In terms of the entire campus, 62% of all computers run Office 2007. Microsoft Windows Vista upgrades are proceeding at a slower pace as in most situations it requires new, more robust hardware. As of January 31, 2009, 19% of IS-supported computers run Vista, while 15% of all computers on campus employ Vista.


Critical Issues:

It is challenging to achieve the right balance of system performance, computer security and application compatibility when deploying new technology in a complex environment. Budget shortfalls to replace computing equipment compound the issue. In many cases, deployment merits hardware upgrades or PC replacements.

Slow release of service packs from software vendors to improve performance.

End-users and IT will need to contend with a mixed platform environment for the next few years as the programs are gradually deployed.

Timelines for deployment:

Fall 2008: Continue to deploy Vista and Office (project slowed due to decline in computer purchases and budget crisis)

Spring 2009: Project slowed significantly due to budget crisis. Only hardware critical to instruction is being purchased.

Fall 2009: Project continuing, but at a slower pace due to limited budget for computer equipment

FY 2010: Project continuing but progress depends on FY 2010 budget

0% 20% 40% 60% 80% 100%

Jul - Aug 2007

Aug - Dec 2007

Jan - June 2008

July - Dec 2008

Jan - June 2009

July - Dec 2009

Jan - June 2011

Jan - June 2011

July - Dec 2011

July - Dec 2011

IS - Support Services Project Completion and Projection for

MS Office 2007 and Windows Vista January, 31, 2009

Completed MS Office Upgrades

1-31-2009

Completed Windows Vista

Installations 7-31-2008 62% of overall users upgraded to Office 2007

19% of Support Services users are running Vista

IS - Support Services Project Completion and Projection for

MS Office 2007 and Windows Vista January, 31, 2009

Completed MS Office Upgrades

1-31-2009

Completed Windows Vista

Installations 7-31-2008

78% of Support Services users upgraded to Office 2007

15% of overall users upgraded to Office 2007


IS PROJECT – COURSE CASTING CAPACITY/TECHNOLOGY Instructional Technologies (Goals 1, 2, 3, 4, 5) Instructional Technologies (ITS) continued project with UMR and UMSL as a collaborative partners using Blackboard. Blackboard usage continues to grow exponentially compared to the previous year. Podcasting became a campus success for students and instructors. Surveys from students provided glowing evaluations for podcasting and instructor demand is high for the fall semester. The addition of the Academic Enhancement group allows the IA division to provide professional audio and video services.

Blackboard Intercampus Collaboration (BbIC) Horizon Wimba

Learning Objects 1. Purchased Learning Objects tools for Blackboard 2. Wikis 3. Blogs

Podcasting – Tegrity 1. Successfully completed 1 year podcasting pilot with Tegrity 2. Produced a total of 243 podcasts with 3, 671 views 3. Renewed contract with Tegrity for another year 4. Goal of 40 – 50 instructors each semester in 2008-2009

Distance Education/E-Learning 1. Conducted research/analysis of distance education programs at various

universities across the country 2. Research possible distance education delivery mechanisms 3. Continuing to analyze educational content providers

The Academic Enhancement Group within ITS worked to assist instructors by using multimedia to improve course instruction.

IS PROJECT - Expand Wireless Systems (Goals 1, 2, 5) With 150 wireless access points installed campus wide in Phase I of the wireless roll out we have now started Phase II. Phase II involves expanding wireless coverage in campus buildings to cover classrooms, offices and other usable spaces. In most buildings this would be 80% to 90% of the floor space allowing for seamless network access as you move throughout a building. We now have over 250 access points deployed. See Appendix for current buildings with wireless coverage. Critical Issues

New wireless standards like 802.11N, projected to be out in 2009, will require replacing every access point on campus with a new unit. New units may be more costly, especially when they first hit the market.

The new 802.11N antennas take additional inline power so a new IEEE 802.3 inline power standard is coming out as well. This will require replacing at least some blades in network switches with new blades that support the new power standard.

With hundreds of access points deployed managing them individually and security issues become major problems. We are planning to migrate to lightweight access for central management and security sometime during 2009.




IS Goals Supported:



Assessment of and responsiveness to campus information technology needs


Central Systems

Goals and Objectives

Student Live @ EDU Project The Student Live project is a spin off of a System wide committee exploring E-mail consolidation

across the University System. During our meetings Microsoft introduced the idea of a customized service based on Hot mail giving Universities and Colleges free E-mail accounts for students and using the school’s domain naming architecture. A pilot project was started in the Fall of 2007 with feedback from student participants. Planning for a conversion of Student Email platforms is in progress.

Update: In the spring of 2008 Microsoft held a briefing with members of the University wide committee for E-mail services. Microsoft revealed they would soon be providing an e-mail service based on Exchange servers. The service was called Exchange Labs. Exchange Labs promised to have closer integration with existing University e-mail directories and services. A decision was made by the committee that this new offering warranted further evaluation and should be considered instead of the previous Microsoft offering of mail services which is based on the Hotmail platform. Subsequently test accounts were setup for staff members on all campuses. After a satisfactory evaluation a decision was made to use the Exchange Labs services. Planning then proceeded with Microsoft on when and how the service can be implemented. In January of 2009 Microsoft announced they were renaming the Exchange Labs service to Outlook Live. Critical Issues

Current student users of the Exchange system have been satisfied with its features and responsiveness. They have generally not been satisfied with the storage quotas currently 100MB (.vs 10 GB for Exchange Labs).

Student users often wish to retain the E-mail account they have used as an undergraduate and with the Microsoft licensing restrictions we are not able to allow that.

The Alumni and development office would like to have students retain their Email under an E-mail for life program.

Storage and maintenance costs of Student E-mail are over $50,000 per year. By using the Microsoft program, this money can be saved for a different purpose.

Student accounts will be created on the Exchange Labs service and the students can transfer their mail to the new account and for a limited period of time the mail will be forwarded to new account.

Microsoft has increased the services tied to a Live Mail account to include a web social service, Spaces and a web collaborative area, Office Live Workspace. Since the introduction of the service in Fall of 2006, Microsoft is now providing services for over 500 institutions.


Preliminary Time Table Tasks with an “S” in front are System level tasks implemented in Columbia. A “U” in front of the task is one performed by UMKC Information Services. March 2009

S Create mail.missouri.edu OutlookLive R3 tenant domain.

S Create mail.mizzou.edu and mail.mst.edu R3 accepted campus domains

S Get list of student ‘early-adopters’ to begin using the new environment. (All forwarding will be to the mail.missouri.edu alias.)

U UMKC IS communicates to the UMKC pilot users the plans on moving accounts

S Populate mail.missouri.edu with GAL using ILM OutlookLive

S Perfect SSO login processes for mail.missouri.edu and mail.mizzou.edu

April 2009

S Finalize contract with Microsoft

U UMKC IS communicates with students and other stake holders on the plans

S Create early-adopter mailboxes for Mizzou

S Create mail.missouri.edu mailboxes for UMKC and UMSL pilot users (users have two weeks to move mail)

S Change forwarding rules for UMKC and UMSL pilot users to mail.missouri.edu

S Recommission UMKC and UMSL as accepted domains

U Create Test mailboxes for UMKC Staff members May 2009

S Create 44,751 Mizzou students to OutlookLive with forwarding from Exchange

S Create early-adopter mailboxes for UMSL

S Install SSO login processes for mail.umsl.edu

June 2009

S Create 32,807 UMSL students to OutlookLive with forwarding from Exchange

July 2009

S Turn off forwarding to Mizzou students

S Install SSO login processes for mail.mst.edu and mail.umkc.edu

S Create MST and UMKC students in OutlookLive August 2009

S Turn off forwarding to UMSL students

Fall 2009

S Turn off forwarding to UMKC and MST students

Project Leader: Jim Hisle


New Campus Web Server Architecture and Content Management Project The Campus Web Server is in need of a major revamping of its underlying architecture, in parallel the need for content management services continues. Critical Issues

The Campus Web Server though much improved from its original adhoc beginnings, has a need for content management and editing tools. The existing folder based system is very cumbersome and prone to problems in granting permissions and what type of tools may be used to edit pages.

Management policy for budgeting and oversight of the server must be established. This must include a sustainable management team that crosses multiple administrative boundaries.

Management policy over server storage quotas must be established and enforced.

A review of the current technology available and the costs for acquiring the technology. The Provost is leading an effort for the redesign of the campus web site. This project includes staff members from University Communications, Information Access and Information Services. A formal administrative group is being created for management of the redesign process and the web site. Central Systems will assist with the server and software infrastructure required for the project. Time Table: A time table will be developed for the project implementation and be included in the next edition of this report. Project Leader: Jim Hisle

Storage Management: Accounting, Reporting and Allocation Storage Management: IS Central Systems currently manages general and web based file storage for most of the academic and administrative units on campus. There is currently no quota or allocation policy in effect. Critical Issues

There must be a review of the current state of file storage through accounting and reporting software to understand which units are using what storage.

A policy must be put into place allocating storage in a fair manner across academic and administrative units. Without a policy the campus users have the perception that storage is unlimited.

Establish a delegated management structure in units so that they are informed of storage that they have in use as well as the users who have access to that storage. Storage used in excess of allocated amounts would be a billable charge to those same units.

Discussions and meeting will take place with other campuses on the issue of storage. Networking improvements may make it more practical to have share storage across campuses as well as the possibility of site redundancy of data.

March 009 Review of storage polices and services at other campuses and the Urban 21

universities.

April2009 A thorough census of storage used will be completed for review by the CIO.

May 2009 A policy will be created for storage quotas and charges.

Project Leader: Steve Steinacker


Exchange 2007 Upgrade Project Exchange 2007: The much anticipated upgrade to Exchange is being planned in coordination with UM System level staff and the other UM campuses. Critical Issues

Exchange 2007 and the underlying operating system will require new servers. Most of the servers have already been budgeted for and purchased.

The upgrade has been delayed to synchronize with the upgraded server operating system Windows Server 2008 now in final beta testing.

Additional meetings will be required for a timetable, but previous discussions have indicated that a summer 2008 implementation should be possible.

Additional communications convergence features in Exchange 2007 and Microsoft Outlook, will cause us to examine the possibility that they could supplant a Cisco desktop telephone in some office settings.

Summer 2008

Brief other IS units and Liaisons on anticipated changes and impact in the Exchange environment.

Fall 2009 Additional electrical circuits, and data ports were installed to prepare for

new servers and storage array. Servers installed. January 2009

Storage array installed and staff training on the array. March 2009

Array and servers activated for new Exchange installation. Test accounts created.

April 2009

Accounts moved to new Exchange servers.

Summer 2008: Brief other IS units and Liaisons on anticipated changes and impact in the Exchange environment. Fall 2008: Additional electrical circuits, and data ports were installed to prepare for new servers and storage array. Servers installed. January 2008: Storage array installed and staff training on the array. March 2009: Array and servers activated for new Exchange installation. Test accounts created.

Project Leader: Steve Steinacker


IS Disaster Recovery Planning and Procedures Project Disaster Recovery: UMKC’s IS Disaster Recovery plan is a framework plan needing additional work through reviews and detailed responses to selected scenarios. Update: In October 2008, the University through its contracted internal audit firm Price Waterhouse Coopers conducted an audit of information technology disaster planning and procedures at each campus. The findings and action required from the audit have not been released to the public pending review by the Board of Curators. When the findings are released, a summary of the report and action required by UMKC IS will be included in the next edition of this report. Critical Issues

The IS plan will need to have fixed periodic reviews to update or correct information.

IS must ensure that campus executive management is aware of the plan.

IS will need to coordinate with any campus Business Continuity Planning. Time table: The time table will be set up based on completion dates through the audit findings and response.

Project Leader: Jim Hisle


Educational Technology Services


Reduce the ILE Classroom availability bottleneck identified in the Ad Astra Report (Goals 1, 2, 5) During this review period we upgraded five departmental classrooms with ILE systems. These systems include: NHSB-3309, NHSB- 4230, SOM MG200, FA 104, and 5306 Holmes 201. We are working towards establishing service agreements for all new and existing custom AV installations. Three Full ILE Classrooms were installed during this period in: HH-309, HH-315, and RH-214 bringing the total number of ILE classrooms to 114. We have also designed a hybrid ILE room system that will be used in the smaller (12-30 people) classrooms that do not warrant full ILE packages. This “ILE Hybrid” will allow us to provide basic AV systems in rooms of this size to address a majority of the faculty’s needs. These systems are much cheaper that full ILE systems and will have a huge impact on the availability of ILE technology in the classroom. Sixty-four (64) classrooms have been selected for the Hybrid upgrade project and preparations for installations have been initiated. We plan to install a significant number of these systems during our next review period.

Critical Issues:

Additional funds are needed on a yearly basis. As we add additional classrooms, our maintenance/lifecycle pool funds are stagnate and aren’t sufficient to support them. It is anticipated that the ILE Classroom support pool will increase from 114 to 178 within the next 12-18 months.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

ILE

Hyb

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In

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Sc

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Jan-Jun 2009

Jul-Dec 2009

Jan-Jun 2010

Project Completion & Timeline


There are a number of classrooms that are departmentally owned. It is the responsibility of these departments to fund the installation, maintenance, and lifecycle of the AV equipment in these rooms.

IS Goals Supported:

User technologies and support that enhance and facilitate research, service, teaching and learning and economic development.


Restructure CTS to adequately support the ILE Classroom systems and campus AV projects independently (Goals 3, 5) We have evaluated our existing services to determine how to best structure our organization to successfully divide the department into two separate areas; Systems Support and Custom Integration. Along these lines, we have created and posted a second AV Supervisor position. Once this position is filled and the new staff member is adequately trained, we will be able to begin dividing the areas of support between the two Supervisors and assign primary areas of responsibility. We will eventually need to follow up with additional technicians in each area but for now both supervisors will pull from the same resource pool. We have begun the cross training process by requiring staff to gain experience in supporting the central campus classrooms and participating in custom AV projects. Critical Issues:

It is difficult to ensure that the entire campus receives equal levels of support with the geographical boundaries that exist. This might require additional FTE in some of our remote locations.

Some of our staff positions have no back up; they are specialized positions that require extensive training and work experience.

It is difficult to allocate adequate time for quality cross training due to the density of our project load.

Technology changes so rapidly that keeping staff trained and skilled on new technologies before we are required to implement them is very difficult.

It is anticipated that the ILE Classroom support pool will increase from 114 to 178 within the next 12-18 months.

IS Goals Supported:


Communication, documentation and resources use that is accurate, understandable and accessible.

Continuous improvement in facilities, service and professional development.

Increase overall awareness and feedback surrounding the ILE Classroom systems (Goals 2, 3, 4) During this review period we conducted several one-on-one ILE user training sessions with faculty. We enlisted the help of the Registrar’s office to assist in marketing the availability of ILE user training to faculty when they request an ILE room for their class. We have added additional detailed information about the ILE classrooms to our website and will continue to maintain its accuracy. We revised our ILE survey which will be sent out every semester starting with the winter 09 semesters. We have redesigned the standard ILE system making the desk smaller and reducing student sightline issues to the screen and whiteboards utilizing feedback received from faculty,. We have also worked with faculty to incorporate suggestions in the physical room and ILE system design during the planning stage of projects for The School of Medicine, The School of Pharmacy, The School of Nursing, and other ILE classroom renovations.


Critical Issues:

Some resources we plan to augment are web based. Currently, we do not have staff with expertise in this field.

Some faculty and student requests are difficult to incorporate/consider on an enterprise scale.

It is difficult to maintain system standardization when requested changes are not consistent for all ILE classrooms.

Most major system changes have to wait for a lifecycle upgrade for implementation because of fiscal restrictions.

Ongoing Action Items:

1. Continue to update and post training manuals for ILE systems 2. Continue to market ILE user training at the start of every semester through Registrars office

and ITS 3. Investigate supplementing FTE to accommodate growing needs 4. Continue to develop ILE content for the knowledge base. Review and add content as

needed 5. Evaluate ILE classroom design continuously, taking into consideration information received

from surveys IS Goals Supported:

Provide user technologies and support that enhance and facilitate research, service, teaching and learning and economic development.


Communication, documentation and resources use that is accurate, understandable and accessible


Increase professional development opportunities and the level of its importance for staff (Goal 5) Professional Development goals have been identified and included in each staff member’s performance evaluations. These goals will be reviewed bi-annually. Training materials have been purchased to allow for more in-house training to save money. We have various required training seminars and campus offered training events scheduled for staff in this year. Critical Issues:

It is difficult for our staff to find time to work on their professional development skills. When needed, some staff might need to work on developing these skills during their personal time.

Allowing staff to attend training during working hours impacts our level of service. IS Goals Supported:




Individual Educational Technology Services accomplishments this period:

1. Completed $ 619,927.48 worth of AV projects during this review period 2. Serving on New Student Union Building Committee 3. Serving on MNL Library Expansion Committee 4. Improved classroom check room assignments to include more non-classroom systems 5. System Designer attended BiAmp Audio Certification Training 6. Sold additional old equipment on eBay through Surplus 7. CTS webpage – updated format and information 8. Attended regular Campus Facilities Project Review meetings – Justin Guggenmos 9. Campus advisory member for Cisco Tele-presence conferencing room – Justin Guggenmos 10. Working on the UPS/generator project for AC 11. SON METI MAN project completed – Full ILE with 2 observation rooms, record and live stream capabilities.

(Lifecycle cost - $61,172.24) 12. LS2-200B project completed – Modified full ILE (Lifecycle cost - $38,065.96) 13. SON NHSB 5301 Full ILE + Distance Education installation (Lifecycle cost - $201,195.25) 14. SON NHSB 5309 microphone retrofit (Lifecycle cost - $3,071.00) 15. SON NHSB 4308 microphone retrofit for student desk microphones installation completed (Lifecycle cost -

$36,209.68) 16. NHSB 3309 Computer testing lab - Full ILE installation completed (Lifecycle cost - $24,296.85) 17. SOP NHSB 4230 Modified Partial ILE installation completed (Lifecycle cost - $26,510.08) 18. ILE WRP for 2009 computers ordered (Lifecycle costs – $19,264.00) 19. Tegrity Pilot - 12 new rooms added 20. Began Campus-wide Tegrity Upgrade project – will allow Tegrity usage from any ILE Classroom 21. School of Dentistry Classroom renovations - AMX programming and hardware (Lifecycle cost - $13,941.00) 22. ILE Classroom and projector maintenance during winter break 23. PAC Lobby Renovation - Digital Signage Project installation completed (Lifecycle cost – $51,397.22) 24. FA 104 partial ILE Project installation completed (Lifecycle cost - $5,418.56) 25. SOM MG-200 METI MAN project completed – Partial ILE with dual projectors, 7 observation rooms, record and

live stream capabilities. (Lifecycle cost - $64,474.52) 26. 3 Full ILE Classrooms installed - HH 309, HH 315, and RH 214 (Lifecycle cost - $24,009.40 each; $72,028.20) 27. 5306 Holmes room 201 partial ILE project installation complete (Lifecycle cost - $2,882.92) 28. FH 428 Polycom Conference Room project began. 29. Initiated planning, designing, testing and preparatory work for the ILE Hybrid Project. 30. Initiated planning, designing, testing and preparatory work for the Chancellor’s Data Analysis/War Room


Information Access Update


Efforts of the Information Access Division during the period August through January 2009 were notable for the improvements in customer relations and training opportunities. All divisions had singular and combined successes. The highlight event for the division was the first ever Instructional Technology Conference held at the beginning of January 2009. Instructional Technologies (ITS) expanded the use of Tegrity as the campus solution for podcasting in the classroom. The Academic Enhancement group broadcast numerous town hall events to the largest number of viewers (total and concurrent) in UMKC history. ITS became familiar with Moodle and other products in an effort to complement the features provided by Blackboard. Wimba and eInstruction participation continue to increase. Information Manipulation Services (IMS) spent resources and time on large projects for the Registrar’s Office, Alumni Association and SB389. The registrar’s office required numerous custom applications to pull data from existing Blackboard course sites. The alumni association officially launched an extranet for community members. Senate Bill 389 involved surveying all students to evaluate the effectiveness of professors teaching courses. Information Presentation Services (IPS) continued to create a high quality web development UMKC. Highlight projects during this time period included seven e-commerce applications. IPS developed a mini-CMS system to assist the UMKC Retiree’s Association along with a number of other web projects. ITS Highlights (Goals 1, 2, 3, 4, 5) Projects, Research and Development, and Personnel 1. Blackboard Intercampus Collaboration (BbIC) (Course casting capacity/technology project - Goals 1,

2, 3, 4)

Conducted a Learning Management System comparison between Blackboard, SAKAI and Moodle.

Research to determine if Moodle or SAKAI can serve as a complimentary product to Blackboard.

Expansion of BbIC to encompass other e-learning technologies

Created a Moodle pilot for SP 2009.

2. eInstruction (student response system) (Goals 1, 2, 3, 5)

Upgraded to new version of eInstruction

# of courses using eInstruction increase 36% from previous semester

# of users enrolled in those courses increased 41% from previous semester

Provided three eInstruction training classes

3. Horizon Wimba(Course casting capacity/technology project - Goals 1, 2, 3, 4)

Wimba experienced phenomenal growth over the past six months

407% increase in the number of courses


208% increase in the number of users in those courses

Wimba is being used for distance education classes and as an online option for office hours

4. Podcasting – Tegrity (Course casting capacity/technology project - Goals 1, 2, 3, 4)

Moved podcasting project out of pilot phase and initiated campus-wide implementation of the same.

Produced approximately 672 podcasts with 13,500 views

Expanded the use of coursecasts and podcasts in the Nursing, Pharmacy and Medicine schools.

Spring 2009 - Achieved previous goal of 50 instructors

Currently expanding podcasting use to non-traditional areas such as non-academic lectures, meetings and immigration related recordings for students.

Presented on Podcasting/Coursecasting and On-Demand Video at the 2009 ITS Technology Conference.

Tegrity is now being used as the secure streaming video software of choice for UMKC’S Health Sciences area.

0 10 20 30 40 50 60 70 80 90 100

Po

dca

stin

g P

roje

ct U

pd

ate

Jul-Dec 2011 Jan-Jun 2011 Jul-Dec 2010 Jan-Jun 2010 Jul-Dec 2009

Jan-Jun 2009 Jul-Dec 2008 Jan-Jun 2008 Jul-Dec 2007


5. SharePoint (Goals 1, 2, 3, 4)

Increased usage to over 80 SharePoint sites from 30 the previous semester on campus.

6. Instructor Evaluations (Goals 2, 3, 4, 5)

Conducted Instructor and Course Evaluations for School of Dentistry and Nursing, Conservatory of Music, School of Computing and Engineering and others

Met with multiple schools across campus to produce online evaluations for the Fall semester

Created central SB389 evaluation solution 7. Instructional Technology Conference Held

Hosted instructional technology conference for 30 UMKC faculty and staff representatives from multiple schools across campus

Provided training on ITS related products

Invited guest speakers to present workshops focused on integrating technology into the curriculum

Provided $250 stipend to attendees 8. Blackboard Training

Provided training at FaCET lunches for ITS related products

Improved Blackboard support website for faculty

Provided Open Lab sessions for training at both Volker and Hospital Hill campuses

10

30

82

0

10

20

30

40

50

60

70

80

90

SP 2008 FS 2008 SP 2009

SharePoint Web Sites

Semester


9. Moodle

We are running as a pilot project and five faculty and staff are participating for their classes to test the product. There are over ten Moodle sites running.

10. ITV Distance Learning

Involves use of videoconference classrooms that require one technician to operate

1057.39 Total hours including:

17 Courses for the UMKC School of Pharmacy

2 Courses for the UMKC School of Nursing

2 Courses for the Institute for Labor Studies

1 Course for UMKC Communication Studies

1 Course for the UMKC School of Engineering

11. ITV Ad Hoc Meetings – Technician Assisted

Involves use of videoconference meeting rooms that require one technician to operate

106.51 Total Hours including:

39 meetings (100.51 hours) for the School of Pharmacy

1 meeting (2.75 hours) for West Central Missouri Area Health Education Center

1 meeting totaling (3.25 hours) for University Extensions

12. ITV Ad Hoc Meetings – Participant Driven

Involves use of videoconference meeting rooms that require one technician to set up, but not operate

87.5 Total Hours, including:

4 meetings (8.5 hours) for the Alumni Development Planning Committee

2 Courses (70 hours) for the School of Nursing

1 meeting (2.5 hours) for Vice Chancellor Richard Anderson

1 meeting (3.5 hours) for the Vice President of Academic Affairs Office

1 meeting (3 hours) for the Division of Information Technology

1 meeting (2.75 hours) for the Applied Language Institute

13. Additional note, ITV video recordings

Worked with Blackboard group to establish efficient routine method to post video recordings of ITV classes and meetings. Improved relations with constituent academic departments.

14. Video Production

Pharmacology lab video (PHARM 7202) project—

Shot raw footage of 5 labs and instructional lectures (30 hours)

Produced 3 example graphic images for review (6 hours)

Completed and output rough cuts of footage for review (20 hours)

Assistance to Academic Enhancement special projects—

Provided one or more video technicians for 10 events, averaging 3 hours each


Usage Data Blackboard (Course casting capacity/technology project)

Course Sites

School Course Sites

College of Arts & Sciences 2065

Conservatory of Music 818

School of Biological Sciences 183

School of Business & Pub Admin 313

School of Computing & Engineer 824

School of Dentistry 230

School of Education 551

School of Graduate Studies 5

School of Law 211

School of Medicine 636

School of Nursing 179

School of Pharmacy 211

Vice Chancellor for Academic Affairs 2

College of Arts & Sciences , 2,065

Conservatory of Music ,

818

School of Biological Sciences , 183

School of Business & Pub Admin ,

313

School of Computing & Engineer , 824

School of Dentistry , 230

School of Education , 551

School of Graduate Studies , 5

School of Law , 211School of

Medicine, 636

School of Nursing , 179

School of Pharmacy

, 211

Vice Chan for Acad Affairs, 2

Blackboard Course Sites


User Counts

School Course Users

College of Arts & Sciences 27920

Conservatory of Music 4283


School of Business & Pub Admin 4641

School of Computing & Engineer 6734



School of Graduate Studies 31

School of Law 3554




Vice Chancellor for Academic Affairs 8

eInstruction 08/08-1/09

Instructor # Classes # Students

Andrea Gounev 1 173

Bibie Chronwall 1 103

Cary Lyon 1 33

Christine Zimmerman 1 85

Cristy Roberts 2 76

Elizabeth Stoddard 1 115

Eric Martin 2 74

Gurmukh Singh 1 6

Jack Smith 1 3

James Benevides 1 196

Jeffrey Price 3 443

Jolene Lynn 1 88

Katherine Mick 1 54

Kristin Lee 2 148

Lyla Lindholm 1 39

Marne Sherman 4 175

Marilyn Yoder 1 257

Mikah Thompson 1 53

Saul Honigberg 1 130


Stephen King 1 199

Thad Wilson 1 37

Todor Gounev 1 256

Grand Total 30 2743

Period # Classes # Students

8/1/08-01/31/09 30 2743

8/01/07-01/31/08 22 1949

% Change 36.36% 40.74%

Provided 3 eInstruction training classes

Wimba (Course casting capacity/technology project)

Period # Rooms # Users

08/07 - 1/07 71 2154

08/08 - 1/08 360 6635

% Change 407.04% 208.03%

Implemented Expo LX


Remedy Statistics 1) Support Issues: User Type

Support Issues by User Type

Type Count

Faculty 1030

GRA/Work Study 46

Staff 466

Student 710

Other 63

Total 2315

Remedy’s default value for Contact Type is ‘Student’, so these numbers slightly underestimate the proportion of non-student users served.

Faculty, 1,030

GRA/Work Study, 46

Staff, 466

Student, 710

Other, 63

Support Issues by User Type


2) Support Issues: Software

Support Issues: Software

Type Count

Blackboard 1674

Digital Media 36

e-Instruction 59

Horizon Wimba 105

Learning Objects 22

Listserver 274

LockDown Browser 5

Respondus 7

SharePoint 35

Tegrity 12

Turnitin 18

Other 53

Null 15

Total 2315

Tickets with a value of ‘Null’ in the Sub-Category field have not yet been classified by ITS staff.

Blackboard, 1,674

Digital Media, 36

e-Instruction, 59

Horizon Wimba, 105

Learning Objects, 22

Listserver, 274

LockDown Browser, 5

Respondus, 7

SharePoint, 35

Tegrity, 12

Turnitin, 18

Other, 53

Null, 15Other, 133

Support Issues by Software


3) Support Issues: Origin

Support Issues: Origin

Type Count

Direct ITS Contact 1808

Support Services 211

Web Submission 296

Other/Null 0

Total 2315

This grossly under-reports the number of issues that are escalated from the Call Center. Often ITS receives forwarded emails or phone calls from the call center which are not captured.

Direct ITS Contact, 1,808

Support Services, 211

Web Submission, 296 Other/Null, 0

Support Issues by Origin


4) Support Issues: Department

Support Issues: Department

Type Count

Arts & Sciences 312

Bloch School of Business 55

Conservatory 35

Libraries 19


S. of Computing & Engineering 33

S. of Graduate Studies 4



School of Law 6




Other 218

Only 53% of tickets have a department associated with them, but the basic ticket proportions should be correct.

Listserver Usage

Arts & Sciences, 312

Bloch School of Business,

55

Conservatory, 35

Libraries, 19

School of Biological Sciences, 21

S. of Computing &

Engineering, 33

S. of Graduate Studies, 4

School of Dentistry,

90

School of Education, 94

School of Law, 6School of

Medicine, 102

School of Nursing, 108

School of Pharmacy, 74

Other, 218Other, 508

Support Issues by Department


Listserver Usage

Term Number of Lists Number of Subscribers

WS2006 637 120,420

FS2006 679 125,876

WS2007 643 125,895

FS2007 677 132,552

WS2008 712 139,405

FS2008 755 188,291

0

637679

643677 712

755

0

100

200

300

400

500

600

700

800

WS2006 FS2006 WS2007 FS2007 WS2008 FS2008

ListServ Number of Lists


Between February and the end of July 2008, we had almost 12,500 listserv postings which went sent out 6.7 million emails to subscribers. Between August-08 and end of Jan-09, we had almost 16,473 listserv postings and there were 5.9 million emails sent to subscribers. e-Portfolio:

Successfully moved History ePortfolio Project out of pilot phase.

Updated History ePortfolio components based on student and faculty feedback from pilot year.

Initiated ePortfolio pilot at the School of Dentistry. Pilot now in second semester and is being used by the School of Dentistry’s Undergraduate and Graduate Dental Hygiene programs.

eCalendar:

Expanded usage to approximately 20 calendars on campus for different organizations and departments

Conservatory of Music has become a heavy user. Distance Education/E-Learning: (Course casting capacity/technology project)

Conducted research/analysis of distance education programs at various universities across the country

Researched possible distance education delivery mechanisms

In the process of Analyzing educational content providers Multimedia Outreach:

Maintain and update content with SCALA publishing system for digital displays

120,420 125,876 125,895132,552

139,405

188,291

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

200,000

WS2006 FS2006 WS2007 FS2007 WS2008 FS2008

ListServ Number of Subscribers


The Academic Enhancement group within ITS worked on many UMKC high profile events and renewed its mission to assist instructors by using multimedia to improve course instruction.

Began live-streaming several UMKC events – New Student Union Q&A, President Foresee’s Town Hall etc.

Cable channels:

Schedules have been made for download from web (PDFs) & animated schedules shown x3/day throughout the week

New submission form created Forms sent to many possible producers Continuing to prepare new programs for air on cable Archiving of videos Keeping up to date on SCALA (Announcements)

IMS Highlights (Goals – 1,2,3,4) Application Development

Developed a web application for the Registrar’s Office - the grade change form only allowed certain people in a select Active Directory group to authenticate and retrieve the pdf.

The eAlumni web application into production on 8/31/09.

Began developing a web application for The School of Biological Sciences (GATS).

Developed a new web application for the Office of Affirmative Action to report those who have completed the Sexual Harassment test on Blackboard.

Developed a new web application for course evaluations (SB389) to allow students to rate their instructor(s) for each enrolled course and for each semester, built reports into the system for administrator use, and designed to send a comma-delimited file to the UM System for processing.

Developed a web application to allow IA MTS staff to upload the Cable TV schedules to the web server and designed to update schedules each week and display on a Cable TV schedule web page.

Developed a web application for Institutional Research (IR) to retrieve their exit data that students fill out upon exiting the university and designed another web application that downloads this exit data to an Excel spreadsheet for the IR office.

Developed a web application for Arts and Sciences faculty elections - includes the nomination selection and the actual election process.

Coordinated major enhancements to the Dentistry’s MDC Ecommerce web application. IPS Highlights (Goals – 2,3,4) E-commerce

Jazz Friends Membership and Donation site

Quikpay Phase 9 Implementation, security scan, going production

Nursing Conference 2009 site


Library Membership page updates

Communiversity New spring 2009 catalog import

Annual ecommerce projects audit(new letters, donate)

Web Development

Developed a web page to maintain notes for the web liaisons meetings.

Developed a web page to highlight the minutes and basic information for the Strategic Planning Committee.

Implemented a campus wide Web Liaison Group to analyze the university’s web needs and aid in the implementation of web goals set up by the university administration.

Researched and implemented campus-wide electronic calendar

Nursing Dermatology site

UMKC Retirement Association new site addition/production

Student Housing application updates for 2009

University Communication web profiles site

School of Education Teaching Education programs online applications site

Bloch EMBA online application site

External affairs community services online search/admin site

Alumni Association “Home for the Holidays” program sign up page

Admission office 2009 University of Missouri System Transition Conference sign up page

The UMKC Trustees' Scholars Reception sign up page

IS T-shirt order page

Emergency note admin note on Student Affairs/Helpline Home Page.

A-Z listing updates

CAS advising page updates

Provost website updates

Look-up updates


Networking & Telecommunications


Network Core and Building Electronics Lifecycle (Goals 1, 3, 5) UMKCnet has over 300 routers, switches and other electronic devices that make it functional. These systems are replaced on a 5 to 6 year lifecycle plan to keep the network reliable, robust and maintainable with current hardware and software contracts. See Appendix for building by building electronics lifecycle status. Critical Issues

Network equipment connectivity is dependent on the campus fiber optic cable plant. This plant is aging and some of the older fiber may have to be replaced to support higher speeds like 10 Gigabit Ethernet.

VoIP systems are dependent on the campus network and infrastructure for reliable operation. If funding is insufficient to keep UMKCnet equipment current both voice and data systems could fail.



IS Goals Supported:





Network new buildings and Residence Halls (Goals 1, 5) UMKC has a number of buildings planned including Oak Street West Phase II (under construction), a new Student Union (breaking ground), Miller Nichols Library expansion phase I (breaking ground) and a soccer stadium (breaking ground). Oak Street West Phase II will open for Fall Semester 2009 and the Student Union fall of 2010. All of these projects require extensive planning, engineering and staff time both before and during the buildings construction. Critical Issues

Some buildings UMKC is using a “Design Build” method which leaves out specific specifications often leaving out telecommunication, infrastructure and budget requirements.

Additional students living on campus put a greater demand on campus resources. Specific to Information Services, network usage both wired and wireless, the load on the Internet connections which cost hard dollars to increase, Call Center support, trouble tickets and onsite visits to repair and trouble shoot issues, network security, etc. These projects include cost for cable plant and electronics but no additional resources for staff or ongoing maintenance of infrastructure.


Projections based on 2007 or higher staff levels. Building projects could not make deadlines for building openings with staff cuts or vacant staff positions for extended periods of time.

IS Goals Supported:





Move Hospital Hill Fiber Optic Cable to new Utility Poles (Goals 1, 3) UMKC did have almost 3 miles of fiber optic cable strung on utility poles along Troost Ave. from the Volker campus to Hospital Hill. A Kansas City redevelopment plan required the removal of these poles so we were forced to remove our fiber optic cable in the summer of 2008. This fiber provided both voice and data connectivity between the two campuses. Over a six month period we gathered pricing information and quotes from every telecommunications carrier, cable companies, fiber providers, utility companies, boring contractors or anyone else we could think of that might provide some type of high speed connectivity between the Volker and Hospital Hill campuses. We have now worked out a deal for fiber strands but it will not be available until mid 2009. In the interim we have added another backup link between the two locations. Critical Issues

Quotes from providers ranged from $800,000 to 1 million dollars. Networking & Telecommunication does not have funds for this expensive of a project.

If the new fiber is cut or damage we are dependent on someone else to fix it on their timeline.

Current estimate on new fiber being live are mid 2009. Until then if we have a failure the backup link is very slow and my not support some applications.

IS Goals Supported:





Appendix

Wireless Coverage Map – University of Missouri-Kansas City



UMKC Wireless Inventory Venders Devices Monthly Cost AT&T-Blackberry 6 $ 670.00 AT&T-Cingular 114 $ 9,023.00 Sprint PCS/Nextel 166 $10,438.00 T-Mobile 45 $ 2,145.00 Verizon 24 $ 1,677.00 Total 355 FY 08-09 Projected Wireless cost $287,436.00

AT&T-Blackberry

2%

AT&T-Cingular 32%

Sprint PCS/Nextel

47%

T-Mobile12%

Verizon7%


Individual Networking and Telecommunication accomplishments this period:

1. Internet connection speed increased from 110M to 130M. 2. Networking & Telecommunication staff attend over 480 hours of training during this reporting

period. 3. Upgraded the operating systems on over 300 network devices with the latest security patches

and updates. 4. Staff member served as the campus building liaison representative. 5. Completed over 40 adds, moves and changes on the voice and data networks. 6. Responded to, solved and closed over 159 trouble tickets recoded in Remedy. 7. Installed over 160 Voice over IP phones. 8. Processed over 2.5 million calls through voice systems. 9. Staff member served on the campus recycle program committee. 10. Upgraded the operating system on all wireless access points (260) with the latest patches and

updates. 11. Marked University buried cable plant locations as required by law for Missouri One Call over 233

times during this report period. 12. Staff member served on the MOREnet Next Generation Network committee. 13. Finish infrastructure upgrades (CAT6) in the Biological Sciences Building. 14. Installed Impulse network access control (Safe Connect) in Oak Street and Cherry Street

Residence Halls. 15. Serviced on the new Student Union building committee. 16. Wireless Access Points added to Dental School, 5215 Rockhill, Flarsheim Hall, SASS building,

University Center, Cockefair Hall, Grant Hall, School of Medicine, 5225 Rockhill, 5229 Rockhill, Oak Place Residence Hall and the Health Sciences Building.

17. Blackberry server install. 18. Tom Tasset presented a paper at the Cisco IP Telephony User Group Conference. 19. Connected 5225 & 5229 Rockhill via fiber network to UMKCnet. 20. Converted School of Education to Voice over IP phone system. 21. Two Public Switched Telephone Network T1’s added to VoIP network. 22. Attended Great Plans Network Cyber Infrastructure Summit. 23. Added Weather Service to VoIP phones.


The list below is for the period of July 1, 2008 to December 31, 2008:

1) Provided handling of information security incidents as necessary.

2) Worked on the File Redirection Project to improve file security and improve workstation performance.

3) Completed the conversion of smartcards to a more robust version. Expanded the use of smartcards to all staff which has an administrative role in the domain. Developed and documented the procedures for smartcard installations.

4) Attended training class on deployment and administration of VMWare.

5) Attended the Security Tech conference.

6) Tested Congruity Inspector software. Rejected its use at this time.

7) Conducted research on VMWare Virtual Desktop Infrastructure as part of the Virtual Computer Lab project.

8) Installed a new VTrak SAN at the Administrative Center Data Center.

9) Attended class for deployment and implementation of the Impulse appliance.

10) Migrated ePO to a virtual server.

11) Migrated Watchfire AppScan to a virtual server.

12) Worked on the Safe Connect project for Oak Place and a possible replacement for Cisco Clean Access in the older residences.

13) Worked on the move-in project for the residence halls with Support Services.

14) Migrated LANGuard and SQL databases to a virtual server.

15) Work on Data Classification project.

16) Research on Forefront Anti-virus as a possible replacement for McAfee VirusScan.

17) Research on iSCSI virtualization as part of the VMWare project.

18) Installed a new VTrak SAN at Newcomb Hall Data Center.

19) Work on Incident Handling procedures.

20) Work on Exchange 2007 migration with Central Systems.

21) Work on Moodle security scanning.

22) Research on network security architecture.


Security and Research Goals and Objectives

Network Access Control / Authentication, Quarantine, Remediation At this time we have limited ability to protect the network from un-patched or otherwise insecure guest machines. We need to move towards a model of being able to automatically allow secured machines into the network. We would also provide quarantine and remediation to insecure machines. We also need to be able to authenticate the ownership of machines attached to the network. Critical Issues:

Currently we have a similar technology in place in the Oak Hall and Cherry Street Residence Halls. The technology is still maturing, and we will likely need to use a collection of products to get the best solution for the campus.

Policies defining machine requirements are needed, before this project can be successful. Timelines for deployment:

Review of technological solutions through June 2009. Allows time for technologies to further mature, and placement of initial critical policies.

Completion of implementation by August 2010. Allows for implementation between semesters, and can match the new budget cycle if sufficient funding is not available sooner. It would be best to budget for August 2009 purchase, and phase in over the Fall semester for non-academic buildings, and Winter Break/Spring Break for academic buildings.

Data Leakage Prevention As data classification is defined, and data protection policies are set, we will want to begin using technologies to enforce these protection policies. There is an emerging market of products which will protect against unauthorized disclosure of sensitive data at multiple levels of the network. Critical Issues:

Data classification policies must be created first.

Data protection policies must be created.

Protection can occur at the workstation, server, and network level. Timelines for deployment:

Review of technological solutions through June 2009. The market in this area is still immature technologically, and overpriced. As the technology and market matures, technology which would best fit in a University environment should become available.

If a good solution is found by June 2009, implementation should occur through December 2009.

Security Awareness We need coordination regarding security awareness, and data protection. Currently we have fragmented systems of training around sensitive data. We have groups providing FERPA training, groups providing HIPAA training, but we don’t have a holistic program to cover all security essentials. Critical Issues:

Web learning tools may be necessary to properly scale the delivery of this information.


We should be working on uniform documentation for those who complete various types of awareness training. This will allow a person to change jobs/departments, and avoid having to re-take a training on the same subject manner.

A life cycle on awareness training should be established. This is critical, as risks continue to evolve, and the way technology can be applied to information continues to change.


Collect and review information on each group currently providing security related training. Complete by December 2008.

Plan and implement security awareness supplemental training for groups already providing discrete training, so that trainees will be more likely to have consistent knowledge from these discrete training groups. Complete by December 2009

Provide stand-alone training available to individuals who do not receive discrete training (i.e. HIPAA only/FERPA only), so that all users have an opportunity to receive network security related training. Complete by May 2010, and ongoing afterwards.

Security System Lifecycle We will need to be able to upgrade and replace our security systems as they age out or hit their capacity limits. Critical Issues:

Our network IPS units typically run about $100,000 each. I am currently anticipating supplementing one unit in FY starting July 2008, and a second unit in FY starting July 2009. (The units currently in use will be moved to less critical lower-bandwidth locations.)

Yearly support/maintenance costs continue to rise, and the addition of two supplemental units over the next two years will result in higher maintenance costs.


Purchase of one $100,000 unit around August 2008 (to be part of FY starting July 2008)

Purchase of one $100,000 unit around August 2009 (to be part of FY starting July 2009)

There is a possible snag that there is a larger model to be released soon which may double the current cost per unit. If so, a consolidated buy of one unit in July 2009 would be the most effective. (combining the two FY funds together to make the purchase of the extra-capacity system.

August 2008 – January 2009 Accomplishments:

1) Provided handling of information security incidents as necessary.

2) Worked on the File Redirection Project to improve file security and improve workstation performance.

3) Completed the conversion of smartcards to a more robust version. Expanded the use of smartcards to all staff which has an administrative role in the domain. Developed and documented the procedures for smartcard installations.

4) Attended training class on deployment and administration of VMWare.

5) Attended the Security Tech conference.

6) Tested Congruity Inspector software. Rejected its use at this time.

7) Conducted research on VMWare Virtual Desktop Infrastructure as part of the Virtual Computer Lab project.

8) Installed a new VTrak SAN at the Administrative Center Data Center.

9) Attended class for deployment and implementation of the Impulse appliance.


10) Migrated ePO to a virtual server.

11) Migrated Watchfire AppScan to a virtual server.

12) Worked on the Safe Connect project for Oak Place and a possible replacement for Cisco Clean Access in the older residences.

13) Worked on the move-in project for the residence halls with Support Services.

14) Migrated LANGuard and SQL databases to a virtual server.

15) Work on Data Classification project.

16) Research on Forefront Anti-virus as a possible replacement for McAfee VirusScan.

17) Research on iSCSI virtualization as part of the VMWare project.

18) Installed a new VTrak SAN at Newcomb Hall Data Center.

19) Work on Incident Handling procedures.

20) Work on Exchange 2007 migration with Central Systems.

21) Work on Moodle security scanning.

22) Research on network security architecture.


Support Services Goals and Objectives

Make IT Support Services more accessible, visible and available to the campus community (Goal 2) Improve residential student support experience by collaborating with new and current campus housing organizations

1. Collaborated with Student Affairs to coordinate and provide on-site technical support in all three residence halls for incoming students residing in the Residence Halls.

2. Worked with colleagues in Networking and Telecom to test and support an improved compliance management system for the residence halls. Provided detailed documentation for an improved compliance management product in use at all UMKC Residence Halls.

3. Established a new technical position to support a growing number of summer conferences Improve communication through extensive use of IS website, change management application and other tools

4. Created numerous change management instances that provide detailed information on changes in the IT environment; select audiences are then notified of these changes

5. Continually update IS website with new information, including an update highlighting the various changes to VPN and remote access procedures, the compliance management standards, contributions to the Provost’s blog and numerous Macintosh-related support articles as well as many other updates

6. Led and coordinated IT Liaison meetings; presented numerous topics 7. Added new content to the UMKC Knowledgebase detailing changes in technology, UM

procedures and processes Participate in campus events and activities and make services accessible to campus community

8. Provided technical support services at numerous student orientations throughout the summer months including the UMKC Healthfair, RooFairs, and various other UMKC sponsored events

9. Provided specialized technical services for special events, including remote radio broadcasts, political debates, governmental press conferences and other high-profile engagements

Critical Issues:

Often specialized requests are made with little or no notice

Student support requests may beyond the scope of services that can be provided

Funding for additional staff to meet growing demand for IT support services, security initiatives and other emerging technologies

IS Goals Supported:


Increase IT’s efficiency in delivery of services (Goals 2, 3, 4) Researched, developed and presented a proof-of-concept model for remote access or “virtual computing” labs pilot project. This initiative is designed to enhance current IT services provided to faculty and students by creating more flexible options for learning as well as reducing the need to build more labs. A remote access lab pilot project is planned for spring 2009.


Completed numerous agreements for IT support with university departments. These agreements provide the structure for well-defined partnership roles and responsibilities between IS and university departments. The success of each of these agreements paves the way for future collaboration.

Hosted several meetings with UM counterparts to discuss our implementation of System Center Configuration Manager and other tools developed to manage our computing infrastructure. Shared documentation, code and ideas.

Expand use and continue development of Microsoft’s System Center Configuration Manager (SCCM) and other enterprise management tools so that our computing environment and assets can be efficiently and effectively managed.

Developed new techniques to utilize SCCM’s Operating System Deployment (OSD) feature and task sequences to deploy MS Vista images to UMKC lab

Deployed and managed BIOS updates and service packs to eligible campus workstations to enhance standardization and security of desktop computing environment

Created 53 new SCCM software deployment packages

Deployed and managed (campus wide) patches for 9 unique, widely used applications (in order to eliminate known vulnerabilities)

Expanded use of SCCM to nearly 4400 total client computers, the highest number to date

Updated site licensed software web pages to promote automated and remote installations

Assisted and trained numerous IT Liaisons on creating software installation packages and using new web tools through regular presentations at monthly meetings, documentation and one-on-one training sessions.

Collaborated with UM Procurement on their new eProcurement system so that now many items are purchased through this system

Worked with Missouri University of Science and Technology to compare notes and lessons learned on printer management solution Propose, develop and publish IT support policies, guidelines and procedures to support best practices

Implemented new IS policy and procedures to establish a weekly Maintenance Window to keep UMKC computers updated and more secure

Reduced hardware and software costs (where possible) by consolidating orders and collaborating with other UM campuses

1. Purchased $468,338.19 in new computing equipment consolidating orders to obtain deeper discounts where possible. (See detailed charts under Support Services Accomplishments)

2. Consolidated server and storage purchase with UM to save nearly $4000 3. Coordinated a joint purchase with Missouri Science and Technology campus for McAfee

renewal 4. Purchased $66,083.46 in software, consolidating departmental orders where possible to

save funds 5. Migrated to virtual servers where possible reducing the need to purchase additional servers 6. Worked closely with UM and Registrar’s office to streamline procedures and support

Pathway 7. Worked closely with UM and Human Resources office to support MyHR


Collaborate, exchange ideas and expertise with UM counterparts and other universities

1. Met with UM Support Directors on a quarterly basis to share knowledge and leverage IT funds where possible

2. Participated in the UM IT Retreat in Fall, 2008 3. Attended annual Educause conference in Fall, 2008 4. Represented UMKC at the system-wide Microsoft licensing meeting 5. Serve on the UMKC Sustainability Committee 6. Serve on the UMKC Assistive Technology Committee 7. Represented UMKC on the system-wide Computer Standards Committee and the Volume

Purchase Agreement Committee 8. Served on eProcurement Committee 9.

Critical Issues:

Funding for replacement of computing equipment falls short of need, thus leaving obsolete technology on the network

A few departments will not use standardized management tools such as SCCM, thus creating inefficiencies for asset management and deployment of software

As our abilities and technology continue to expand and improve management of Apple systems, some users resist use and deployment of these tools

IS Goals Supported:



Communication, documentation and resources use that is accurate, understandable and accessible

Improve campus computer lab experience and resources where possible (Goals 2, 3) Update physical lab facilities and create new collaborative student work spaces where possible

1. Completed new agreement with Place Properties to manage six computing labs for students residing in residence hall

2. Worked with Nursing to plan a new testing lab facility 3. Purchased and installed new accessibility software for IS Labs (ZoomText & Jaws) 4. Tested and implemented new Group Policy changes in all IS labs/ILE systems to reduce login

times by about fifty percent Adjusted lab hours to align with changing academic needs Expanded Conservatory’s licensing for Finale and Sibelius into Miller-Nichols Library

Critical Issues:

Insufficient resources to fund more modern labs

Insufficient space on campus

IS Goals Supported:



Effectively and efficiently manage resources Expand efforts to comply with “green” computing initiatives including energy reduction and recycling.

1. Worked with technical staff to recycle as much packaging (cardboard/Styrofoam) as possible 2. Actively participated on Campus Sustainability committee 3. Developed a maintenance window utility/system that powers up offline computers during a

short weekly maintenance window, and insures that all campus computers are rebooted periodically. The results are more stable workstations, faster patching, and the accommodation of greener computing initiatives.

4. Extended the functionality of the maintenance window system in an effort to shut down ~630 lab computers when they are not in use. The results are a cumulative effect of approximately 1.7 million hours that these workstations are powered off, and a savings of approximately $6400 annually.

5. Virtualized Support Services servers obtaining a better than 3 to 1 ratio of virtual to physical servers. The results are reductions in power consumption, heat, and server space.

Provide advanced technical expertise and services to UMKC academic units, IT Liaisons and UMKC departments

1. Provided backstop Desktop Support for many academic units, including two lengthy stints in support of the Bloch School of Business & Public Administration

2. Provided advanced technical support and troubleshooting techniques on various technologies including Windows Vista, imaging, SCCM, Apple Remote Desktop, Tegrity, CPS, etc. to support campus initiatives

3. Assisted Student Health & Wellness with implementation of electronic medical records systems

4. Coordinated the Dell Warranty Parts Certifications for all UMKC support technicians

Critical Issue:

Funding for necessary resources may not be available

Communication, documentation and resource use is accurate, understandable and accessible Changes to IT resources are organized, timely and well-communicated

1. Continue to update IS website with information on new programs, policies, procedures and reports.

2. Led and participated in all facets of regular IT Liaison meeting as a forum to communicate and discuss issues and changes in UMKC’s IT environment. Provided and published meeting notes.

Documented Macintosh systems on the UMKC campus


August 2008 – January 2009 Support Services Detailed Accomplishments: Purchased new hardware; prepared and performed the installation and security setup of the

new patient management system for Student Health & Wellness

Upgraded IS Labs at Royall Hall 303, Royall Hall 304, University Center and Bloch School of Business & Public Administration

Upgraded Royall Hall 314, School of Education, University Center and Bloch School of Business & Public Administration with new Dell 5330dn duplex printers

Coordinated the installation and built six new IS Labs at Oak Place Apartments

Workstation Replacement Program (WRP) 2008/2009 was started, but not completed due

to the financial crisis. However significant activities took place to organize this year’s project

including these steps:

Created and analyzed several reports projecting replacement costs

Surveyed Liaisons for their configuration recommendations

Assembled configurations and obtained quotes

Provided departmental stakeholders with computer inventory reports

Processed orders and made database modifications as needed

Created new disk image for Dell CFI processing

Migrated IS Labs server to new hardware and virtualized environment

Implemented new Print Quota Management system (PaperCut NG)

Engineered remote broadcast from Jefferson City for KCUR

Desktop Support personnel resolved 2859 routine support tickets

Developed new software deployment packages for the following:

7-Zip, Abaqus 6.8-2, Adobe Acrobat 9,Adobe Creative Suite 4,Adobe Photoshop Elements 7,Adobe Web Players (Flash & Shockwave), AIM,Alice, AnkhSVN 2.0,ASPEN ILPF v10,AutoCAD 2009, BreastFeeding (Nursing software), Citrix ICA Web Client, CostWorks 2009, CPS 5.6, EndNote 12, FileOPEN, FileZilla, Finale 2009, Interactive Physiology, ITalc, Jaws, Java 1.6u11, Java Media Framework 2.1.1e, Java3D, KeyAccess, Labview 8.5, Live Messenger, MatLab ,2008b, Mental Health Issues, MDAdams, Microsoft Communicator 2005, Microsoft Expression Web 2, Mozilla, Firefox 3.0.1, NUnit 2.4.8, Oracle 10g, Paint.NET, Point-n-Click, PowerDVD DX 8.0, PowerWorld Simulator 13, Pronto, QuickCam, QuickTime, Real Alternative, Respondus lockdown Browser, Roxio Creator 9.0, SAS 9.2, Second , Life 1.19.1.4, SSH Client 3.2.9, Tegrity 7.5.532, Veritas Backup Agent, Yahoo! Messenger, ZoomText

Evaluated the following products:

Google Chrome beta

McAfee NAC Scanner

Microsoft Data Protection Manager

Microsoft ForeFront Client Security

Microsoft Hyper-V hypervisor

Microsoft Internet Explorer 8 beta

Microsoft Operations Manager

Microsoft Virtual Machine Manager

Microsoft Windows 7 beta

Tieline

Created documentation and provided support for transition to SafeConnect compliance management system in use at the dormitories

Began migration process of UMKC print queues to a new, virtualized server


Professional certification earned:

Five technicians renewed Dell hardware certifications

Two technicians earned Microsoft Certified IT Professional certification

One technician renewed Apple hardware certification

Interviewed and hired two new technicians

Provided onsite and weekend support to students at UMKC Residence Halls during Move-In Week

Performed a large-scale inventory of Apple systems campus-wide and detailed reports for management

Assisted with the acquisition of 65 laptops for the grant-funded GeoWorlds project (Dept. of Geosciences)

Reviewed and tested remote desktop solutions for Mac

Consulted with Geosciences faculty on IT considerations needed for renovation of GIS and Cartography labs

Provided direction to College of Arts & Sciences dean’s office and School of Education in reviewing options for expanding network storage resources for both schools

Customized PCs for Theatre Department’s large-screen displays in PAC lobby and developed a remote administration solution for department personnel

Moved Environmental Science lab computers to new location (Dept. of Geosciences)

Identified and deleted ~1200 orphaned Active Directory computer objects (improves hardware auditing and enterprise desktop maintenance).

Deployed smart card drivers to ~3500 campus workstations (encourage best security practices).

Developed connection brokering applications and website for Remote Labs pilot/project.

Developed custom scripts to seek and repair hundreds of broken SCCM clients. Now providing Mathematica licensing for the entire UMKC campus

Worked with College of Arts & Sciences to efficiently process annual budget for software upgrades

Completed arrangement with VMWare to provide free software for instructional use

Coordinated release of Maple 12, Endnote 12, Adobe Creative Suite 4, Mathematica 7

Renewed site licenses for Microsoft Campus Agreement, Microsoft Select Agreement, Microsoft Server Agreement, Right Answers, BlackBoard, Wimba, Learning Objects, TurnItIn, Minitab, ESRI, ERDAS

Continued to work with IS, IT Liaisons and UM Procurement to recycle as much packaging (cardboard/Styrofoam) as possible

Participated in several large projects that included Support Services staff in the roles of analysis, critiquing, purchasing and implementation. This includes the following: 1. Dental School purchase and deployment of 250 computers in the Dental Lab

2. Student Health Center equipment upgrade

3. ISSS student lab PC and printer upgrades


Computing equipment purchases July 1, 2008 – January 31, 2009

Of the Dell purchases, 192 were desktop PCs, 37 were laptops.

Of the $61,000+ in Apple purchases, 15 were for desktop and 10 were for laptop systems.

82%

13%4% 1%

Dell

Apple

GovConnection

Other

Total: $491.462.42

84%

Laptop, 16%

Desktop

Laptop

12%

26%

12%17%6%

12%15%

Mac Pro

iMac

MacBook

MacBook Pro

Mac Mini

monitors

peripherals


The Call Center responded to 13,673 support requests, resolving 11,069 tickets and escalating 2,604 tickets. The Call Center’s first-call resolution rate was 81%.

Time Period Total Number of Call Center Support Requests

Q1 & Q2 2006 8459

Q3 & Q4 2006 10175

Q1 & Q2 2007 12102

Q3 & Q4 2007 11120

Q1 & Q2 2008 10644

Q3 & Q4 2008 13673

The chart above reflects overall support requests (14,871) fielded by IS Support Services including the Call Center between August 1, 2008 and January 31st, 2009.

Customer satisfaction remains high with 85% of customers very satisfied with service received. The following chart represents customer satisfaction data collected from surveys closed by IS Support Services for the period of August 1, 2008 and January 31st, 2009.


IS Support Services Lab Management Office Accomplishment Report: August 1, 2008 – January 30, 2009

Maintained operations in eight IS-managed general use student computer labs, seven restricted access labs, and two associated classrooms. 10,104 distinct people used these sites during this time, an 8% increase from the previous 6 month review period:

Lab Name Individuals

Bloch School of Business 110 2,151

Cherry Street Residence Hall 625

Health Sciences 3304 1,200

Miller Nichols 3rd Floor 3,833

Oak Place Labs 585

Royall Hall 303, 304, and 314 5,487

School of Education 129 3,110

University Center B17 2,514

Continue to collaborate with the School of Nursing and School of Pharmacy to ensure their computing needs are met. Made arrangements for monthly new-student orientations and weekly testing for Pharmacy students.

Reorganized office equipment in HSB 3304 to alleviate traffic issues near the exit areas.

Altered Winter Break lab hours based on usage statistics and student needs, saving an estimated $5,000 for the University.

Tracked 1,956 questions, of which 622 were escalated.

Screened 246 applicants, interviewed 49 prospective new hires, and hired 32 new Student Assistants for IS-managed labs.

Processed over 5,500 shifts and supervised over 16,500 Student Assistant man-hours. Completed reviews for 58 Student Assistants.

Supported student printing needs by keeping supplies on hand and printers ready for use. Over 450,000 print jobs were successfully printed in IS-managed general student use computer labs, totaling over two and a half million pages.

246

32 7 2

Support Services - Customer Satisfaction RatesAugust - January 2009

Very Satisfied

Satisfied

Dissatisfied

Very Dissatisfied

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