June 2009 Status Report
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Information Technology Activity and Status Report June 2009
Announcements for Faculty and Staff Meetings Contact Information Technology Anytime Support Desk Available 24 hours a day, 7 days a week (310) 506-HELP (4357) Tech Central Payson Library, 2nd Floor Mon. - Fri. 9am - Noon Sat. 1pm - 5pm (310) 506-4811 Office of the Chief Information Officer (310) 506-4501 Request IT Services http://services.pepperdine.edu/it /forms
Sakai. Based on faculty input, we are testing a new learning management system called Sakai. Like other learning management systems, Sakai software has features such as gradebook, discussion, assignment uploads, document distribution, wikis, live chat, online testing, mailing list distribution, RSS reader, etc. We will be running Sakai parallel to Blackboard starting with the third Seaver College summer session. Faculty members have the option of using either Sakai or Blackboard for their course needs. If you would like to participate in the summer pilot or use the software in the fall, contact Gerard Flynn, Director of Institutional Technology Support, at extension 7264. Verizon Discount. Information Technology has negotiated a doubling of the Verizon discount, from 6% to 12%, for Pepperdine University faculty and staff with a current or new service plan of $39.99 or higher. To take advantage of the higher rate, you must submit to Verizon a discount request form and a copy of your employee ID card or pay stub. In addition to the 12% service discount, all Verizon wireless subscribers will enjoy a 20% discount off the retail price of accessories. To take advantage of the higher savings, customers should fill out the form located below and fax it (along with proof of employment) to 800-711-7788.There are only two valid proofs of employment: a photocopy of an employee ID or a pay stub. For more information, contact Michelle Varciage, Verizon Wireless Business Sales Representative, by e-mail at [email protected], or by phone at 310-270-6289. http://services.pepperdine.edu/it/content/wavenet/verizon-facstf-discount-fo rm.doc Advanced Wireless Technology. Wireless 802.11a Upgrades. IT is in the process of upgrading the University’s wireless network with a more robust system. To take full advantage of the upgrade, when you order new laptops, make sure they support both the 802.11g and 802.11a standards. Information Technology Activity and Status Report, June 2009
Manufacturers typically list this as 802.11a/g or 802.11a/g/n. Contact Tech Central for assistance with ordering computer equipment at http://services.pepperdine.edu/techcentral/ or call extension 4527. Monthly Status & Activity Report. If you would like to be added to the distribution list of the monthly IT Status Report, please contact Ross Canning, Executive Assistant to the Chief Information Officer, at extension 4501. Monthly IT Status Report archives are available at http://services.pepperdine.edu/it/about/status-reports.htm.
Faculty Support Online Course Evaluations. For the past year, the University has been piloting online course evaluations. The program is available for all schools to use. Recently, two new program features were added. First: in June 2009, new PeopleSoft functionality was created for school administrators to run their own course evaluation data extractions. School administrators can now create their own data files, verify contents and submit them to IT for evaluation creation. IT expects the vendor to release new functionality that will provide direct data uploads by the end of the summer, which will provide the schools with an easier interface for evaluation creation. Second: several new custom reports were created for Pepperdine by the course evaluation vendor, Digital Measures. They are now available online for the requesting schools. Each school has been piloting online evaluations in the way that works best for them. This summer, Seaver will use online evaluations for all summer school courses including the international programs. Learning Management System Assessment & Review. Institutional Technology Support is assessing faculty satisfaction and usage of the University’s learning management system (LMS), Blackboard, as well as collecting faculty input on preferred LMS features and reviewing LMS software programs. As part of this study, Sakai, a robust LMS, is being explored. Sakai is a collaboration and courseware management system that provides users with a suite of learning, portfolio, library and project tools. Specifically, Sakai’s features include gradebook, discussion, assignment uploads, document distribution, wikis, live chat, online testing, mailing list distribution, RSS reader, and more. For additional information, go to http://sakaiiproject.org. As mentioned above in the announcements, there will be a pilot of Sakai this summer and the tool will be available for use in the fall. Twenty-six people attended Sakai training on May 27, 2009. A team of IT developers is working to integrate Sakai with other University programs such as Turnitin and Elluminate. Any faculty members that would like to participate in the Sakai pilot or use the software in the fall should contact Gerard Flynn, Director of Institutional Technology Support, at extension 7264. As part of Pepperdine's LMS Study, we are planning to update Blackboard to the latest version, Blackboard 9. Blackboard 9 provides Web 2.0 interface enhancements, allowing instructors to reorder content by dragging each item into a new location. The control panel has been enhanced to save mouse clicks, bringing most of the functionality into the left-hand navigation. In addition, there are new blog and journal tools within course sites. For more details, visit Blackboard’s overview at http://www.blackboard.com/release9/. Blackboard Sync. This new Blackboard support tool sends notifications of Blackboard announcements and course content updates to Blackboard users via supported external services. Currently, the supported services are Facebook and iPhone. Blackboard users may subscribe to Blackboard Sync from the Tools menu of their “MyBlackboard” tab after logging into Blackboard. Users install a corresponding
Information Technology Activity and Status Report, June 2009
iPhone or Facebook application to receive and display the Blackboard Sync updates. For more information, visit the Blackboard Sync at http://wiki.blackboardsync.com/display/SYNC/Home. MyLibrary. Another new Blackboard support tool, MyLibrary, was developed in-house as a collaborative project with University Libraries. This function is located within a Blackboard course site. With one click, students can discover the name and contact information for their subject librarian along with helpful links to research guide wikis or other Library resources. This tool can be modified for use with any learning management system at Pepperdine.
Administrative Support - Schools Elikins/RAC/AC Renovation Project. IT continues to work with the Construction and Campus Planning Office to ensure that the IT systems in these facilities are consistent with the latest University standards. The A/V systems will conform to the University’s Smart Classroom standard, which includes a built-in computer with a Sympodium interactive pen display, projection system, DVD/VCR player, and audio system. As a result, faculty members will no longer have to bring their own computers to class. IT’s longterm strategy is for Pepperdine faculty to have the same type of A/V equipment in any classroom in which they teach. This strategy will be implemented as a part of regular renovations over the coming years. The entire wireless infrastructure within these facilities is being redesigned from the ground up to provide a dramatic new level of mobility, performance, and reliability. The new infrastructure will have over five times the number of wireless access points (APs) than what was installed previously. Additionally, the new APs will support both the wireless G and A (802.11g and 802.11a) standards. These changes will result in a nearly 5000% increase in wireless capacity in these facilities. CAC Renovation Project. The wireless network in CAC has been upgraded with new Aruba access points to run five times faster and have greater coverage and reliability.
Administrative Support - General Bible Lectures 2009. Like other departments, IT supports Bible Lectures in a variety of ways. Though best known for managing presentation services, we also provide guests with access to WaveNet during Bible Lectures. This year, approximately 480 guests used this service. Network Security - Computer Registration. Beginning in early June 2009, all computers will need to be registered in order to use the wired and wireless networks. If you have registered your computer in the past, you will need to register it again. The registration schedule will be available on the IT Web site. In addition, communication regarding the registration will be sent out in advance for occupants of each building and campus. By requiring computers to be registered to use the University’s network, we are strengthening the security of the network. NetworkID Management System. We are now actively testing the new NetworkID Management System (http://networkid.pepperdine.edu). This system allows users to reset their passwords using WaveNet when they are blocked from the system rather than having to call the Anytime Support Desk for assistance. This tool uses new identity verification software to ensure the security of the system. Since one of the most common calls to the Anytime Support Desk is for a password reset, this new Information Technology Activity and Status Report, June 2009
service will positively affect a large number of community members. Part of this project will also allow students to redirect their Pepperdine e-mail to their preferred e-mail accounts, as well as adopt Gmail for their “@pepperdine.edu” messages. Faculty, students, and staff are free to use these systems during the testing period. They are located at http://networkid.pepperdine.edu and http://google.pepperdine.edu. Telephone System Upgrade. We are now beginning to implement the first phase of a multi-year project to replace the University’s existing telephone system with the Unified Communications platform from Cisco. This platform merges voice, video, and Web conferencing, and may have some real potential as an e-learning platform for the University. Phase 1 of the project will include a rollout to all IT staff members. Phase 2 (sometime in late fall 2009) will include rollouts to the Encino and Irvine Graduate Campuses, as well as to members of the University Emergency Operations Committee. Mainframe Decommissioning. On July 31, 2009, the University mainframe will be permanently decommissioned. To facilitate access to SIS, FRS, and HRS legacy mainframe data, IT’s Henry Lai and Tom Layman migrated this data to the PeopleSoft Enterprise Performance Management (EPM) module. FRS and HRS data have been successfully migrated to EPM and verified by those customers. As a result, HRS and FRS customers will no longer access the legacy mainframe starting Monday, June 15, 2009, for HRS and Wednesday, July 1, 2009, for FRS. SIS data was recently converted to EPM and IT continues to work with those customers to ensure the transition will be a complete success. Additionally, Server Engineering is migrating the remaining operational processes to the PeopleSoft platform to simplify workload management with automation software that provides real-time alerts and user notifications, automated recovery and user-defined event rules for batch-jobs scheduling.
Administrative Support - Software Tools Major PeopleSoft Upgrade. At the end of May 2009, a PeopleTools upgrade was implemented in WaveNet. This will allow greater flexibility in the near future for better integration to other University systems. During the upgrade, Oracle introduced a bug requiring WaveNet users to input their login names in upper case. We are working closely with the vendor to resolve this issue. We are working to identify a consultant who can assist us with a major re-design of WaveNet. Our goal is to improve the end user experience, for example, by making it easier to locate materials, register for courses, or search for information. This project will be on going throughout the 2009–2010 academic year. Google Apps. IT has been working to implement Google Apps for faculty, students, and staff by the start of the fall semester. This software is a set of collaboration tools for creating and sharing documents. This tool can also be used by staff to publish documents within their own departments or externally. Google Apps is free. It includes Gmail, Google Docs (Web-based word processors, a spreadsheet, presentation tools and form applications that allow users to create and edit documents online while collaborating real-time with other users), and several other tools. We are currently testing the system; and faculty, students, and staff can begin to use Google Apps by pointing a Web browser to http://google.pepperdine.edu. Through further investigation, we have decided to support the use of Gmail for receiving @pepperdine.edu email messages by students on an opt-in basis (this is an update from last month’s status report). We will be discussing with the University Mangement Committee whether to allow the use of Gmail by employees. Information Technology Activity and Status Report, June 2009
Nolij. We are in the last months of completing the ambitious project to convert 5.5 million pages of documents from the Stellant document storage system to Nolij. Stellant will be retired at the end of the summer. Nolij (pronounced, “knowledge”) converts paper files to electronic images so that documents can be electronically filed, easily retrieved, and preserved. Nolij has been embraced by multiple departments throughout the University for managing records and files. The following progress was made on imaging projects this month. a) All Seaver Admission files are compiled using Nolij. A new data entry form is being tested that allows changes to the applicant checklist that are made in Nolij to be automatically updated in PeopleSoft rather than requiring the information to be input twice. This new feature will be available for Seaver Admission on September 1, 2009. This project will notably increase the efficiency of the admission process. b) This month, out of 2.1 million pages processed, a total of 1.7 million pages of historical documents were matched and migrated. Nolij training for Advancement will take place at the beginning of June 2009, and Stellant, the old imaging system, will be removed from all Advancement computers. Nolij is also now providing Advancement with a “real time” look into Raiser’s Edge to pull current gift and fund data that is associated with their supporting documents. This is a significant business process improvement. c) In May 2009, the Information Technology and Program Management Department migrated 53,000 historic non-Law transcripts from the old mainframe to Nolij for the University Registrar. Approximately, 8,000 historical School of Law transcripts will be migrated in June 2009.
Information Technology Activity and Status Report, June 2009
Benchmarks and Accountability Anytime Support Desk. During May 2009, there were 1,633 requests for support managed through the Anytime Support Desk. Of these requests, 1,362 (83%) were resolved within one day and 1,537 (94%) were resolved in fewer than five days. The average wait time for individuals calling the Anytime Support Desk was 80 seconds. The first call resolution rate was 78%. This is the percentage of requests that are resolved by the Anytime Support Desk on the first call. Online Requests. There were 141 additional requests for support managed through online Web request forms that were directed to the appropriate Information Technology departments without involving the Anytime Support Desk. The top two types of online requests were audiovisual (29) and departmental telephone service (32). SunGard does not charge the University for support requests that are made directly via the Web request forms. The online forms can be accessed at http://services.pepperdine.edu/it/forms/. Anytime Support User Survey. Through an automated feedback process, all Anytime Support Desk callers are provided the opportunity to complete a Web-based feedback survey. Of 1,632 survey requests sent to customers, 157 (10%) were completed in May 2009. The five-question survey uses a “1 to 9” sliding scale with “7.00-9.00” equal to Excellent. Month
Response Rate
Overall Satisfaction
Response Timeliness
Skill Set
Communication
Resolution Timeliness
May
10%
7.74
7.51
8.04
7.68
7.68
April
9%
7.59
7.70
8.07
7.61
7.74
March
10%
7.77
7.81
8.05
7.82
7.90
Staff Support by Major Area. All IT Division employees are allocating their day-to-day efforts using client, project, and task codes. Using this data, total division-wide staff effort for April 2009 was distributed as follows. University Administration Support
1,046 hours
7.31%
$50,468.21
Colleges, Academic Affairs
3,620 hours
25.31%
$123,532.59
University-Wide, Common Services
4,852 hours
33.93%
$234,319.00
IT Administration and Management
2,515 hours
17.58%
$105,116.77
General Overhead (Leave, Holiday)
2,269 hours
15.87%
$100,635.56
14,302 hours
100%
$614,072.13
Total:
Support for Schools. Of the effort provided to Pepperdine Schools, the breakdown is as follows. Month
Seaver
GSBM
GSEP
SOL
SPP
May
53.12%
22.76%
22.80%
0.49%
0.83%
April
57.91%
22.33%
17.81%
0.50%
1.45%
March
46.75%
30.35%
21.12%
0.78%
1.00%
Information Technology Activity and Status Report, June 2009
Announcements for Faculty and Staff Meetings Contact Information Technology Anytime Support Desk Available 24 hours a day, 7 days a week (310) 506-HELP (4357) Tech Central Payson Library, 2nd Floor Mon. - Fri. 9am - Noon Sat. 1pm - 5pm (310) 506-4811 Office of the Chief Information Officer (310) 506-4501 Request IT Services http://services.pepperdine.edu/it /forms
Sakai. Based on faculty input, we are testing a new learning management system called Sakai. Like other learning management systems, Sakai software has features such as gradebook, discussion, assignment uploads, document distribution, wikis, live chat, online testing, mailing list distribution, RSS reader, etc. We will be running Sakai parallel to Blackboard starting with the third Seaver College summer session. Faculty members have the option of using either Sakai or Blackboard for their course needs. If you would like to participate in the summer pilot or use the software in the fall, contact Gerard Flynn, Director of Institutional Technology Support, at extension 7264. Verizon Discount. Information Technology has negotiated a doubling of the Verizon discount, from 6% to 12%, for Pepperdine University faculty and staff with a current or new service plan of $39.99 or higher. To take advantage of the higher rate, you must submit to Verizon a discount request form and a copy of your employee ID card or pay stub. In addition to the 12% service discount, all Verizon wireless subscribers will enjoy a 20% discount off the retail price of accessories. To take advantage of the higher savings, customers should fill out the form located below and fax it (along with proof of employment) to 800-711-7788.There are only two valid proofs of employment: a photocopy of an employee ID or a pay stub. For more information, contact Michelle Varciage, Verizon Wireless Business Sales Representative, by e-mail at [email protected], or by phone at 310-270-6289. http://services.pepperdine.edu/it/content/wavenet/verizon-facstf-discount-fo rm.doc Advanced Wireless Technology. Wireless 802.11a Upgrades. IT is in the process of upgrading the University’s wireless network with a more robust system. To take full advantage of the upgrade, when you order new laptops, make sure they support both the 802.11g and 802.11a standards. Information Technology Activity and Status Report, June 2009
Manufacturers typically list this as 802.11a/g or 802.11a/g/n. Contact Tech Central for assistance with ordering computer equipment at http://services.pepperdine.edu/techcentral/ or call extension 4527. Monthly Status & Activity Report. If you would like to be added to the distribution list of the monthly IT Status Report, please contact Ross Canning, Executive Assistant to the Chief Information Officer, at extension 4501. Monthly IT Status Report archives are available at http://services.pepperdine.edu/it/about/status-reports.htm.
Faculty Support Online Course Evaluations. For the past year, the University has been piloting online course evaluations. The program is available for all schools to use. Recently, two new program features were added. First: in June 2009, new PeopleSoft functionality was created for school administrators to run their own course evaluation data extractions. School administrators can now create their own data files, verify contents and submit them to IT for evaluation creation. IT expects the vendor to release new functionality that will provide direct data uploads by the end of the summer, which will provide the schools with an easier interface for evaluation creation. Second: several new custom reports were created for Pepperdine by the course evaluation vendor, Digital Measures. They are now available online for the requesting schools. Each school has been piloting online evaluations in the way that works best for them. This summer, Seaver will use online evaluations for all summer school courses including the international programs. Learning Management System Assessment & Review. Institutional Technology Support is assessing faculty satisfaction and usage of the University’s learning management system (LMS), Blackboard, as well as collecting faculty input on preferred LMS features and reviewing LMS software programs. As part of this study, Sakai, a robust LMS, is being explored. Sakai is a collaboration and courseware management system that provides users with a suite of learning, portfolio, library and project tools. Specifically, Sakai’s features include gradebook, discussion, assignment uploads, document distribution, wikis, live chat, online testing, mailing list distribution, RSS reader, and more. For additional information, go to http://sakaiiproject.org. As mentioned above in the announcements, there will be a pilot of Sakai this summer and the tool will be available for use in the fall. Twenty-six people attended Sakai training on May 27, 2009. A team of IT developers is working to integrate Sakai with other University programs such as Turnitin and Elluminate. Any faculty members that would like to participate in the Sakai pilot or use the software in the fall should contact Gerard Flynn, Director of Institutional Technology Support, at extension 7264. As part of Pepperdine's LMS Study, we are planning to update Blackboard to the latest version, Blackboard 9. Blackboard 9 provides Web 2.0 interface enhancements, allowing instructors to reorder content by dragging each item into a new location. The control panel has been enhanced to save mouse clicks, bringing most of the functionality into the left-hand navigation. In addition, there are new blog and journal tools within course sites. For more details, visit Blackboard’s overview at http://www.blackboard.com/release9/. Blackboard Sync. This new Blackboard support tool sends notifications of Blackboard announcements and course content updates to Blackboard users via supported external services. Currently, the supported services are Facebook and iPhone. Blackboard users may subscribe to Blackboard Sync from the Tools menu of their “MyBlackboard” tab after logging into Blackboard. Users install a corresponding
Information Technology Activity and Status Report, June 2009
iPhone or Facebook application to receive and display the Blackboard Sync updates. For more information, visit the Blackboard Sync at http://wiki.blackboardsync.com/display/SYNC/Home. MyLibrary. Another new Blackboard support tool, MyLibrary, was developed in-house as a collaborative project with University Libraries. This function is located within a Blackboard course site. With one click, students can discover the name and contact information for their subject librarian along with helpful links to research guide wikis or other Library resources. This tool can be modified for use with any learning management system at Pepperdine.
Administrative Support - Schools Elikins/RAC/AC Renovation Project. IT continues to work with the Construction and Campus Planning Office to ensure that the IT systems in these facilities are consistent with the latest University standards. The A/V systems will conform to the University’s Smart Classroom standard, which includes a built-in computer with a Sympodium interactive pen display, projection system, DVD/VCR player, and audio system. As a result, faculty members will no longer have to bring their own computers to class. IT’s longterm strategy is for Pepperdine faculty to have the same type of A/V equipment in any classroom in which they teach. This strategy will be implemented as a part of regular renovations over the coming years. The entire wireless infrastructure within these facilities is being redesigned from the ground up to provide a dramatic new level of mobility, performance, and reliability. The new infrastructure will have over five times the number of wireless access points (APs) than what was installed previously. Additionally, the new APs will support both the wireless G and A (802.11g and 802.11a) standards. These changes will result in a nearly 5000% increase in wireless capacity in these facilities. CAC Renovation Project. The wireless network in CAC has been upgraded with new Aruba access points to run five times faster and have greater coverage and reliability.
Administrative Support - General Bible Lectures 2009. Like other departments, IT supports Bible Lectures in a variety of ways. Though best known for managing presentation services, we also provide guests with access to WaveNet during Bible Lectures. This year, approximately 480 guests used this service. Network Security - Computer Registration. Beginning in early June 2009, all computers will need to be registered in order to use the wired and wireless networks. If you have registered your computer in the past, you will need to register it again. The registration schedule will be available on the IT Web site. In addition, communication regarding the registration will be sent out in advance for occupants of each building and campus. By requiring computers to be registered to use the University’s network, we are strengthening the security of the network. NetworkID Management System. We are now actively testing the new NetworkID Management System (http://networkid.pepperdine.edu). This system allows users to reset their passwords using WaveNet when they are blocked from the system rather than having to call the Anytime Support Desk for assistance. This tool uses new identity verification software to ensure the security of the system. Since one of the most common calls to the Anytime Support Desk is for a password reset, this new Information Technology Activity and Status Report, June 2009
service will positively affect a large number of community members. Part of this project will also allow students to redirect their Pepperdine e-mail to their preferred e-mail accounts, as well as adopt Gmail for their “@pepperdine.edu” messages. Faculty, students, and staff are free to use these systems during the testing period. They are located at http://networkid.pepperdine.edu and http://google.pepperdine.edu. Telephone System Upgrade. We are now beginning to implement the first phase of a multi-year project to replace the University’s existing telephone system with the Unified Communications platform from Cisco. This platform merges voice, video, and Web conferencing, and may have some real potential as an e-learning platform for the University. Phase 1 of the project will include a rollout to all IT staff members. Phase 2 (sometime in late fall 2009) will include rollouts to the Encino and Irvine Graduate Campuses, as well as to members of the University Emergency Operations Committee. Mainframe Decommissioning. On July 31, 2009, the University mainframe will be permanently decommissioned. To facilitate access to SIS, FRS, and HRS legacy mainframe data, IT’s Henry Lai and Tom Layman migrated this data to the PeopleSoft Enterprise Performance Management (EPM) module. FRS and HRS data have been successfully migrated to EPM and verified by those customers. As a result, HRS and FRS customers will no longer access the legacy mainframe starting Monday, June 15, 2009, for HRS and Wednesday, July 1, 2009, for FRS. SIS data was recently converted to EPM and IT continues to work with those customers to ensure the transition will be a complete success. Additionally, Server Engineering is migrating the remaining operational processes to the PeopleSoft platform to simplify workload management with automation software that provides real-time alerts and user notifications, automated recovery and user-defined event rules for batch-jobs scheduling.
Administrative Support - Software Tools Major PeopleSoft Upgrade. At the end of May 2009, a PeopleTools upgrade was implemented in WaveNet. This will allow greater flexibility in the near future for better integration to other University systems. During the upgrade, Oracle introduced a bug requiring WaveNet users to input their login names in upper case. We are working closely with the vendor to resolve this issue. We are working to identify a consultant who can assist us with a major re-design of WaveNet. Our goal is to improve the end user experience, for example, by making it easier to locate materials, register for courses, or search for information. This project will be on going throughout the 2009–2010 academic year. Google Apps. IT has been working to implement Google Apps for faculty, students, and staff by the start of the fall semester. This software is a set of collaboration tools for creating and sharing documents. This tool can also be used by staff to publish documents within their own departments or externally. Google Apps is free. It includes Gmail, Google Docs (Web-based word processors, a spreadsheet, presentation tools and form applications that allow users to create and edit documents online while collaborating real-time with other users), and several other tools. We are currently testing the system; and faculty, students, and staff can begin to use Google Apps by pointing a Web browser to http://google.pepperdine.edu. Through further investigation, we have decided to support the use of Gmail for receiving @pepperdine.edu email messages by students on an opt-in basis (this is an update from last month’s status report). We will be discussing with the University Mangement Committee whether to allow the use of Gmail by employees. Information Technology Activity and Status Report, June 2009
Nolij. We are in the last months of completing the ambitious project to convert 5.5 million pages of documents from the Stellant document storage system to Nolij. Stellant will be retired at the end of the summer. Nolij (pronounced, “knowledge”) converts paper files to electronic images so that documents can be electronically filed, easily retrieved, and preserved. Nolij has been embraced by multiple departments throughout the University for managing records and files. The following progress was made on imaging projects this month. a) All Seaver Admission files are compiled using Nolij. A new data entry form is being tested that allows changes to the applicant checklist that are made in Nolij to be automatically updated in PeopleSoft rather than requiring the information to be input twice. This new feature will be available for Seaver Admission on September 1, 2009. This project will notably increase the efficiency of the admission process. b) This month, out of 2.1 million pages processed, a total of 1.7 million pages of historical documents were matched and migrated. Nolij training for Advancement will take place at the beginning of June 2009, and Stellant, the old imaging system, will be removed from all Advancement computers. Nolij is also now providing Advancement with a “real time” look into Raiser’s Edge to pull current gift and fund data that is associated with their supporting documents. This is a significant business process improvement. c) In May 2009, the Information Technology and Program Management Department migrated 53,000 historic non-Law transcripts from the old mainframe to Nolij for the University Registrar. Approximately, 8,000 historical School of Law transcripts will be migrated in June 2009.
Information Technology Activity and Status Report, June 2009
Benchmarks and Accountability Anytime Support Desk. During May 2009, there were 1,633 requests for support managed through the Anytime Support Desk. Of these requests, 1,362 (83%) were resolved within one day and 1,537 (94%) were resolved in fewer than five days. The average wait time for individuals calling the Anytime Support Desk was 80 seconds. The first call resolution rate was 78%. This is the percentage of requests that are resolved by the Anytime Support Desk on the first call. Online Requests. There were 141 additional requests for support managed through online Web request forms that were directed to the appropriate Information Technology departments without involving the Anytime Support Desk. The top two types of online requests were audiovisual (29) and departmental telephone service (32). SunGard does not charge the University for support requests that are made directly via the Web request forms. The online forms can be accessed at http://services.pepperdine.edu/it/forms/. Anytime Support User Survey. Through an automated feedback process, all Anytime Support Desk callers are provided the opportunity to complete a Web-based feedback survey. Of 1,632 survey requests sent to customers, 157 (10%) were completed in May 2009. The five-question survey uses a “1 to 9” sliding scale with “7.00-9.00” equal to Excellent. Month
Response Rate
Overall Satisfaction
Response Timeliness
Skill Set
Communication
Resolution Timeliness
May
10%
7.74
7.51
8.04
7.68
7.68
April
9%
7.59
7.70
8.07
7.61
7.74
March
10%
7.77
7.81
8.05
7.82
7.90
Staff Support by Major Area. All IT Division employees are allocating their day-to-day efforts using client, project, and task codes. Using this data, total division-wide staff effort for April 2009 was distributed as follows. University Administration Support
1,046 hours
7.31%
$50,468.21
Colleges, Academic Affairs
3,620 hours
25.31%
$123,532.59
University-Wide, Common Services
4,852 hours
33.93%
$234,319.00
IT Administration and Management
2,515 hours
17.58%
$105,116.77
General Overhead (Leave, Holiday)
2,269 hours
15.87%
$100,635.56
14,302 hours
100%
$614,072.13
Total:
Support for Schools. Of the effort provided to Pepperdine Schools, the breakdown is as follows. Month
Seaver
GSBM
GSEP
SOL
SPP
May
53.12%
22.76%
22.80%
0.49%
0.83%
April
57.91%
22.33%
17.81%
0.50%
1.45%
March
46.75%
30.35%
21.12%
0.78%
1.00%
Information Technology Activity and Status Report, June 2009
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