Lincoln University Office of Information Technology Monthly Activity Report. October 2013 Action Items

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1 Name Lincoln University Office of Information Technology Monthly Activity Report Start Date Prepared by: Joel Sovanski, OIT Technical Director October 213 Action Items Description Value Statement MOREnet Conference 1/16-17 Joel Sovanski presented at the MOREnet M3 conference. The presentation was entitled IT Service Ticket Management: A Method to the Madness. The presentation was focused on the Help Desk reporting and performance measurements. Participation in the MOREnet conference provides an opportunity for networking and sharing solutions within the Missouri IT education community. The conference always brings value to both participating employees and to LU when we present information on how LU is driving innovation. Wireless 9/23 Cooperative Extension and Research funded the expansion of wireless to the middle section of Lorenzo Green Hall This expansion is the first location to receive the new N wireless standard that provides improved speed and capacity. Inauguration Video Streaming Video Surveillance 9/1 The Presidential Inauguration was broadcast online through our Internet Service Provider MOREnet. OIT worked with MOREnet to test the broadcasting over a several day period prior to the ceremony. 8/1 Cooperative Extension and Researches Allen Hall video surveillance system failed. OIT worked with CE&R to replace the system using the LU standard solution. Allow people to watch from home and across the country. MOREnet let LU borrow the use of their encoder hardware for transmission of the ceremony to their data center for distribution through the Internet. The hardware used is valued at $1,. Out of the people who watched the broadcast, 12 were off campus. Four cameras were replaced and an additional two cameras added. The Milestone solution was standardized in an RFP awarded in 211. The RFP focused on improved quality, service, and scalability over previous solutions. The standard allows LUPD to monitor and retrieve video 2x7 for a 3 day period. Incoming Outage 1/1-1 The Exchange server experienced degraded receiving services. The system had to be rebooted after changing hardware configuration. The full services were restored after possibly 18-2 hours. Due to the redundancy in the system there was no loss of . that attempted to be delivered during the service issue was automatically delivered once full service was restored. Ft. Leonard Wood Rate change FT. Leonard Wood Move Residence Hall Emergency Phones /2 Renegotiated telephone and Internet service for the LU Ft. Leonardwood campus. 2/1 The Nursing Program at Ft. Leonardwood is moving to a new location. The various schools at the base are coordinating IT resources for the new location. 8/1 After the removal of phone service to the residence halls, OIT requested that emergency phones be installed on each floor of each residence hall for safety. The speaker phones are mounted to the wall and are programmed to call LUPD directly at the push of a button. OIT renegotiated telephone and Internet service for the facility and was able to reduce the monthly costs by $2.2. This will result in a 3 year ROI of $97.2. Mark and Daniel visited Ft. Leonardwood and setup their Internet connection, local network, computers, and printers in the new location on base. The phones will improve the security of student. The project was funded with a net zero impact to the budget by using funds saved from budgeted maintenance expenses no longer needed after removing telephone service to the residence halls. The project cost $2,213.2 which was deducted from the maintenance savings of $26,66.2. Patching 1/27 Windows Server patching was performed on 1/27 during the normal Sunday maintenance window. The Colleague system was restarted as part of the maintenance. Power outage 1/28 A brief power flicker during the day affected all of campus. The upgrade improves security and keeps the system under manufacture support. OIT reviews patch notes prior to distributing the patches to reduce the risk of things breaking. The Data Center UPS maintained power with no disruption or damage to the Servers or core network hardware.

2 No hardware was reported damaged from the power flicker. Upgrade 9/3 The Ft. Leonardwood Firewall/VPN hardware was replaced with new equipment. The old hardware had reached its end of life with the vendor and required replacement to continue maintenance and support with the vendor. The new hardware provides improved speed and reliability. Purchase 9/12 New computer purchased of the OIT Director This system replaces equipment that is years old that has been out of support and warranty for 2 years. Voice System Maintenance Remove Voice service from Residence Hall CenturyLink Reduction DID 9/1 Alcatel-Lucent Voice System Maintenance was renewed using a new state contract (WISCA.) The previous MHEC contract had expired. 7/11 Phone service to residence hall rooms was removed after a utilization study was conducted and found that very few students were taking advantage of the service. The President s Office then authorized the removal of analog voice service from the residence halls. As part of the removal of telephone services from the Residence Halls we were able to turn back over to the phone company 9 public phones numbers LU was paying for monthly. The new contract has reduced the cost by 1% over last year. This is a savings of $7,196.2 annually or a $3,981 savings over years. The ROI for removing the system licenses is $26,66.2 annually saved in maintenance costs. This equals $133,231 saved over years. The cost of the phone numbers was $ a month. Eliminating the service saves LU $, annual from the telecommunications budget or $27, over years. Funding for the numbers was distributed to all departments through the $2 monthly telephone service fee. With this reduction, the fee to each department will decrease when FY 21 fees are calculated. Purchase 8/29 Purchased several UPS for replacement of failed UPS in data closets. Support Transition 1/7 Transitioned the Web Services Help Desk primary support person from Kathy Baldridge to Misty Young. HVAC Server 1/8 OIT setup a new HVAC control server within our Virtualization System. We also coordinated additional network drops to connect the controller and the units over the LU Network. Network hardware is connected through UPSs to prevent electrical damage from lightning and power outages. The UPS provide power to the wireless network and the phones during an electrical outage. UPS require replacement every 3 years. OIT provided video and hands on training along with transferring all tickets between technicians. The ticket system facilitates the smooth transfer of current work activities. The decentralization of the steam plant will reduce utility costs and improve heating and cooling in the buildings. The centralized control server in the Schweich Hall Data Center will improve system monitoring, management and maintenance. By utilizing the virtual server environment LU avoided spending $8,33* for new server hardware. GM Visit 1/22 Dan Mincheff, Ellucian Regional Manager will be onsite visiting the LU leadership team and working with onsite staff. CTL Help Desk License 1/1 The Center for Teaching and Learning (CTL) requested the pricing for licensing our Help Desk software Service-Now. Dan Mincheff brings many years of higher education IT leadership experience. He works with the schools leadership and the local and remote Ellucian staff to assure LU s IT needs are being met. The pricing was provided and CTL decided not to pursue purchasing and implementing the unified help desk software. *Note: Retail pricing for an HP G38e Gen 8 server configured with 2 processors, 2Gb RAM, and RAID +1.

3 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Jan Feb Mar Apr May Jun Jul Aug Sep Oct ERP Reporting Support (Amendment 7) Ticket Number Priority Area Description Value Statement REQ CF Fixed Asset import/export The program facilitates inventory verification and correction. Prior to this there was no way to see the inventory for entire departments and to make corrections in mass. REQ21318 ST Cohort Report The report is for various State reporting requirements. REQ HR Remitance Query with General Ledger Payroll report. REQ ODS Schedule report location setup The change facilities the automated scheduling of daily and weekly reports, which reduces manual labor involved in running the reports. The change also improves the ability for data to be shared within departments. Labor Activity % 8% 6% % 2% % OIT Staff percentage of Hours per ITIL Category Management Request Project Operation Incident 3 Overall Remote Services Hours (CTS) Request Management 3 Amendment 7 Hours by Project per Month DBA Colleague Support Reporting EMSAS Jul Aug Sep Oct The Chart to the left shows the projects Remote Serives (CTS) hours were applied to each month. 396 hours have been used of the 1, reporting hours purchased under Amendment 7. This leaves 6 hours remaining. EMSAS was delivered as a fixed fee.

4 Mbps 2 1 Network Activity Student Account Activity Last 13 Months Calendar Docs Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct October Delivered Blocked SPAM Blocked Virus 2% 19% 79% 1 Internet Bandwidth October Total Incoming bps Total Outgoing bps 1/1 1/3 1/ 1/7 1/9 1/11 1/1 1/16 1/18 1/2 1/22 1/2 1/26 1/29 1/ Self Service Reset Password Account Activity Passwords reset by Help Desk Online Reset Locked Out New Enrollment Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct The chart to the left shows the number of users who used the online utility to reset their password, newly enrolled into the system, and who locked themselves out after failed attempts. Users can either retry after a brief timeout or they can call or visit the Help Desk.

5 Help Desk Tickets Resolved Tickets Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2 1 Open Tickets Jan Feb Mar Apr May Jun Jul* Aug* Sep* Oct* Nov Dec. 3. * Note: These months include Ellucian Remote services (CTS) tickets contracted through the Amendment s 7 and 9 Overall Customer Satisfaction Survey Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec OIT Customer Satisfaction Survey Competency Customer Service Resolution Timeliness Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

6 Top Incidents by Category Top Requests by Category Virus / Malware 9 7 PC PC Software LAN Mailbox Hardware Password Reset 6 Other 32 Account Maintenance 11 8 How-to / Training Employee Deprovisioning Open tickets Between 3 to 6 Months Old Open Tickets Older than 6 Month Request Incident Change Request Incident Change Jan Feb Mar Apr May Jun Jul Aug Sep Oct Jan Feb Mar Apr May Jun Jul Aug Sep Oct Help Desk Customer Satisfaction Comments Ticket Number REQ2317 REQ Note: The user was contacted and this was found to be a failure in our Central Help Desk s understanding the issue. It was brought to the attention of Help Desk Manager. REQ REQ REQ INC82176 INC8276 INC868 INC Comment Thomas worked very quickly and was very thoughtful and professional. I appreciate this during this stressful time. The person did not even know our products well enough to understand my question. My question was not how to send a mass . I am well versed in sending those. Very frustrating. Where/Who to call with issues of this sort should be communicated more effectively to faculty. I spent time waiting for a return call from the wrong department, but it was the number in the directory. When I got in contact with the right department it went well. The customer service individual was fantastic! She did a great job of answering all my questions and resolving the problem ASAP. Thanks! Thank you. Thank you Ms. Bonnie. You are awesome!!!!! Bonnie is the best at getting problems taken care of. Great job! I always appreciate the assistance of Bonnie Laughlin. Bonnie had us running on the program within 1-1 minutes.

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