Tom Hoover September 11, 2013

Transcription

1 Tom Hoover September 11, 2013

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3 Our commitment to you Academically focused but understands that the administrative side has to function smoothly in order for academics to work well. An IT group that is adaptable Understands the value it bring to our institution Brings value into our institution Benchmarks against other institutions peer and aspirational Our Mission Help UTC graduate students Utc.edu/information-technology Helpdesk: (423)

4 Summary of System Costs Institution FY 2013 FY 2014 UTC $ 12, $ 520, Adobe $ 53, Banner $ 9, $ 258, Microsoft $ 70, Oracle $ 132, Red Hat $ 3, $ 5,075.00

5 Product Vendor Funding Model Service/Product Campus Cost Escalator Cost w/esc (FY 2014) Adobe Adobe FY 2014 Adobe Ent Agreement UTC $53, $ 53, Oracle DLT FY 2014 Campus Agreement UTC $132, $ 132, Red Hat DLT FY 2014 RHEL Site Subscription (FY 2014) UTC $5, $ 5, banner Ellucian FY 2014 MTNC Banner Doc Mgmt Suite Integration Component UTC $1, % $1, Banner Ellucian FY 2014 MTNC Banner eprint Site License UTC $6, % $ 6, Banner Ellucian FY 2014 MTNC Banner Faculty and Advisor Self Service (UTC) UTC $3, % $ 3, Banner Ellucian FY 2014 MTNC Banner Financial Aid (UTC) UTC $21, % $ 22, Banner Ellucian FY 2014 MTNC Banner Integration elearning UTC $3, % $ 3, Banner Ellucian FY 2014 MTNC Banner Integration Technologies UTC $2, % $ 2, Banner Ellucian FY 2014 MTNC Banner Operational Data Store Oracle UTC $22, % $23, Banner Ellucian FY 2014 MTNC Banner Student (UTC) UTC $28, % $30, Banner Ellucian FY 2014 MTNC Banner Student Self Service (UTC) UTC $8, % $ 8, Banner Ellucian FY 2014 MTNC Banner Workflow UTC $8, % $ 8, Banner Ellucian FY 2014 MTNC EMC Banner Doc Mgmt Suite AppXtender Desktop Access UTC $9, % $9, Banner Ellucian FY 2014 MTNC EMC Banner Doc Mgmt Suite AppXtender Image Capture UTC $ % $ Banner Ellucian FY 2014 MTNC EMC Banner Doc Mgmt Suite DiskXtender Windows File System UTC $ % $ banner Ellucian FY 2014 MTNC EMC Banner Doc Mgmt Suite WebXtender UTC $5, % $5, Banner Ellucian FY 2014 MTNC Financial Aid FM Need Analysis (UTC) UTC $ % $ Banner Ellucian FY 2014 MTNC Oracle Developer 2000 (UTC) UTC $3, % $ 3, Microsoft En Pointe FY 2014 Campus Agreement UTC $70, $70, Banner Evisions FY 2014 MTNC Argos (UTC) UTC $9, % $10, Banner Evisions FY 2014 MTNC IntelleCheck (UTC) UTC $2, % $ 2, Banner Evisions FY 2014 MTNC FormFusion (UTC) UTC $8, % $ 8, Banner GT Software FY 2014 NetCOBOL (UTC) UTC $2, % $2, Banner Runner FY 2014 Clean Address (UTC) UTC $4, % $4, Banner TouchNet FY 2014 Mobile Hosting (UTC) UTC $2, % $ 4, Banner TouchNet FY 2014 Mobile MTNC (UTC) UTC $2, % $4, Banner TouchNet FY 2014 MTNC & Hosting (UTC) UTC $71, % $ 74, Banner Automic FY 2014 AppWorx (UTC) UTC $11, % $ 12,444.00

6 IT Governance IT Organization IT Budgeting IT Services Communications Training

7 Number Initiative Title Status Next Steps 1 Establish an IT Governance Model 2 nd Meeting Looking to create new IT Master Plan 2. Hire Campus Technology Leader Done 3. Create Technology Organization Implemented first phase realignment which included adding ARC 4. Technology Purchases/In Take Process We have started to centralize, standardize, and consolidate university technology purchases 5. Student Technology Fee Budgeting Process CIO is in the process of reviewing all Tech Fee requests for next year. 6. Technology Reassessment/Refresh We are handling this piece by piece currently. Several labs have been replaced but large scale refresh and renew plan has not been implement for computers and classroom technology. Several labs have been virtualized as well. 7. Technology Spending and Reporting In all campus meetings I show the IT budget and how we are spending the resources in addition to why we are making such investments. Continue to look for centralization opportunities Look for further opportunities including centralizing all computer purchases through IT CIO will make recommendation to Provost and CFO. CIO is working with Student Technology group to gain their advice Received some central funding for replacement of 85 computer this fiscal year. We will be testing some staff members in the fall using virtual desktops. Will continue these things and will add more information to the new IT website.

8 8. Enhance Customer Care Created Customer services task force We will be filling for a Level One Baldridge award and continuing to try and make it part of the culture. 9. IT Service Catalog In process. 10. Network Access We have made modifications to Bradford that make it easier for UTC students, staff and faculty to sign on to wireless. We have added EDURoam so that people that are from another high education campus can sign on as if they were on their own campus We will be looking at adding UTC Guest Access before the fall and looking at InCommon 11. Next Steps for Banner We continue to support many more add-ons which has not allow for the Banner team to relax much. Continue to look for ways that we can increase and assist student achievement, retention and success tracking. Focus on Student Success and Retention 12. Technology Asset Management We are looking at a better system to handle this. We are making such all technology is tagged that we are aware of regardless of the $1,500 threshold We are testing several desktop management systems currently which will have this feature

9 13. Computer Lab Management We have been tracking all computer lab usage for the past year and have statistics on what applications students are using, and overall usage of the labs. We have already used data to look at what labs can be virtualized. We will continue to look for more opportunities. We are looking at what desktop management tool will be the best fit for the UTC computing environment. We will move forward with a solution after our testing is complete. 14. Network Convergence and Architecture We have upgraded the network core to handle 10 gig. We continue to install fiber so that all buildings have at least 1 gig to the building. We have submitted an NSF Grant for 10 gig Internet 2 connection Continuing to make investments that will all the campus to fully be able to utilize 10 gig connectivity when we make the upgrade. Probably in 2 or 3 years. 15. Annual Systems Review We have a technology review board. We have already consolidated a fair amount of servers over the past year. Hopefully we can centralize more servers and relocate them in the secure air conditioned data center in Hunter 16. Promote a culture of continuous improvement We are working hard to increase the way we do our job and how we do it. More professional development and more campus exchanges. In the next few months the IT team with visit UGA and hopefully several others. 17. Technology News and Updates CIO hosts two meeting each month (IT Town hall meeting and Participate IT and an Ask the CIO Meeting). We also send out biweekly IT Newsletters, an Annual Report and regular communications to campus. Repurposed someone to focus on Communications The new website will have a larger section dedicated to communicate and updates. We will have a project status section where we will indicate what projects IT is working on and how far along they are.

10 18. Systems Dashboard The Systems group is working on this. We hope to have something up by fall that shows what systems are working and what are off line. 19. Website Redesign Done * Went live. Continuing to work on the site to make improvements 20. Technology Computer Training We are repurposed someone to have at least 2 training per month offered this next semester. We have had 3 successful training sessions so far this sessions with good attendance 21. UTC Employee Training IT is working with HR on this. Need to develop a plan. See Above

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13 UTC has had a Technology Fee for 12 years. The technology fee has not changed. Currently fee $100/semester; $200/year. Tuition has increased exponentially. The demand for and dependence on technology has increased. Demand and expectation will continue increasing.

14 The new Tech Fee will be used in the following four areas: 1. Classroom Technology Modernization a) Adding lecture capture to various rooms around campus b) Upgrading and establishing a technology refresh for projectors and av equipment in classrooms 2. Connectivity (Network Infrastructure) a) Adding bandwidth to handle increased demand on resources b) Adding hardware to allow us to handle adding bandwidth 3. Overall Campus Support (IT Library Support) a) Adding personnel to support the increase support needs for the university b) Support personnel to help the new library 4. Wireless Upgrade a) Adding density to the existing campus (academic spaces especially) and replacing all older wireless G access points b) Starting to migrate to the new AC wireless access points which allow for greater connectivity at fast connection speeds.

15 September Received: 1153 Closed: % 7% Tickets Closed % 4% 0% 17% 24% Field Support Help Desk - Call Center Lab Support Help Desk - Student Support Network Services 34% Ent. Apps & Data Center 2% Telecomm Utc.edu/information-technology Helpdesk: (423)

16 September Customer Feedback This report contains data from 226 Surveys. Average Based on your recent experience, how satisfied are you with the service you received? Average How satisfied are you with the 4.7 effectiveness of the solution? Average How satisfied are you with the 4.7 support you received? 4.7 Average Frequency of contact to satisfy your needs Average Based on your recent experience, 4.6 would you use our service again? Average Timeliness of response to your 4.9 inquiries Average Technical knowledge 4.7 Average Understanding your needs 4.8 Average Ability to resolve a problem 4.7 Average Professionalism 4.7 OVERALL AVERAGE Utc.edu/information-technology Helpdesk: (423)

17 TechQual Open Forums Refresh IT Master Plan Others that need to be on the council?