Lincoln University Office of Information Technology Monthly Activity Report. March 2014 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 March 21 Action Items Description Value Statement General Manager Site Visit 3/25-27 Dan Mincheff, Ellucian Regional Manager will be onsite visiting the LU leadership team and working with onsite staff. As General Manager, Dan provides support to our clients and managed services team at eight of our customer locations across the upper Midwest. Responsible for the delivery of our managed services offerings, identifying new solutions and resources to solve client issues and provide a company point of contact for our client executives. Upgrade UNIdata 9/11/ 13 Colleague Unidata was upgraded from to by Ron Kidwell. Improve performance, address stability issues and bugs, and keep the software current and under support. Internet Outage 3/6, 1, 16 MOREnet experienced a brief outage 3/6, 1 & 16. The outages affected the majority of central Missouri customers. Our Internet connection facilitates online learning, research, online payments, residence hall entertainment, communications, and business operations. Phone System degradation 3/7 One of the two PRI circuits serving voice traffic for LU was found to be dead. After contacting the service provider it was found to be dead for the last 3 days. We are receiving a refund of $5 for the month of February that we did not receive service. The issue was their fault. Telecommunica tion billing 3/ OIT provided all telephone billing history to the CIO. OIT works with Accounting and the various departments to monitor and process telecommunications bills. ECM Upgrade 1/1/ 13 Upgraded Hyland Onbase to the latest version. Upgraded Scan stations to Windows 7. 3/12 The ECM system automates business processes and stores scanned documents. The first business process to be automated will be the Personnel Transaction Request (PTR). Exchange AntiVirus Upgrade 3/1 The version of Antivirus running on Exchange is ending life. We found the upgrade to be unstable and the previous version to be ineffective. It was removed. After checking statistics, the AV system was found to be ineffective. We removed the end of life system and are not replacing. We will rely on our other 3 layers of anti-virus defenses. License Server Update 3/26/ 1 Update the campus licensing server to include support for Microsoft Windows.1 and Office 213. Upgrading the licenses will allow testing of the new version of Windows and Office for compatibility with LU applications. Eventually the new software will be distributed to departments. New Library cabling for Lab Generator Issues Go Print Payment Gateway Internet Service to CE&R sites 9/3 Install additional network drops for new computer desks in the library. 1/29 The Data Center generator has been experiencing issues with its radiator and heater. Buildings and Grounds had the parts replaced. The replacement took 2 months. /12/ 12 OIT, the Library, and the Controller s office is working on creating a payment gateway for the GoPrint Management system. 1/1 OIT worked with MORENet, CE&R, and Purchasing on procuring new Internet circuits for the CE&R remote sites. Replacing the desks gave us an opportunity to improve the computers network speed. The generator keeps electricity running during power outages and prevents system crashes, service loss, and hardware damage. Crashes from power outages can take to 2+ staff hours to recover all systems to their pre-outage states along with potential hardware replacement costs. The gateway allows student to add balances to their printing account online. This system is being replaced with a Xerox solution. CE&R needed improved Internet speed and reliability at its remote sites. CE&R declined to change services based upon the costs. Maintenance 3/1 The maintenance and licensing for the Advanced The system reset 5,931 passwords last year, avoiding a similar

2 Toolware, Password reset system (SSRPM) Budget 2/19 OIT is prepared a report for budget scenarios for the next fiscal year. Maintenance 3/1 Renewed the Symantec Tape backup software maintenance and licensing. Maintenance 3/1 Renewed the Dell EqualLogic SAN Hardware maintenance and support. number of help desk calls that saved LU $,2. over the last 12 months based upon the average cost per call under the Ellucian contract. The report projected needed infrastructure hardware end of life replacements, improves, and possible projects over the next 2 years. Daily backups are maintained and held both on and off campus for 3 days. The backups assure the recovery of the system during a disaster. Maintenance assures software updates and support for the system. Using state contracts LU was able to save $1,199.6 off retail pricing. Renewal continues vendor support, and software updates. The SAN system stores 9% of the data saved on LU servers. Lab Decem ber OIT disconnected and reconnected the Nursing Computer lab for floor maintenance. The nursing computer lab is used for online testing and classroom work. ERP Reporting Support (Amendment 7 & 9) Ticket Number Priority Area Description Value Statement Amendment 7 & 9 Hours by Project per Month Jul Aug Sep Oct Nov Dec Jan Feb Mar HR/CF DBA Colleague Support Reporting EMSAS

3 Labor Activity % % 6% % 2% % OIT Staff percentage of Hours per ITIL Category Management Request Project Operation Incident Overall Remote Services Hours (CTS) Request Management 3 Feb Apr Jun Aug Oct Dec Feb Amandement 7 Pool Labor Draw Down Used Hours Remaining Hours Jul Aug Sep Oct Nov Dec Jan Feb Mar The Chart to the left shows the projects Remote Serives (CTS) hours were applied to each month hours have been used of the 1, reporting hours purchased under Amendment 7. This leaves 63.5 hours remaining. EMSAS and HR/CF are delivered as a fixed fee.

4 Mbps Network Activity Student Account Activity Last 13 Months Calendar Docs Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar March Delivered Blocked SPAM Blocked Virus 1% 25% 7% 15 Internet Bandwidth March Total Incoming bps Total Outgoing bps 5 3/1 3/3 3/5 3/7 3/9 3/11 3/1 3/16 3/1 3/2 3/22 3/2 3/26 3/29 3/ Self Service Reset Password Account Activity Online Reset Passwords reset by Help Desk Locked Out New Enrollment Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 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 5 failed attempts. Users can either retry after a brief timeout or they can call or visit the Help Desk. The purple color is the number of passwords reset either over the phone or in person.

5 Help Desk Tickets Resolved Tickets Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 25 Open Tickets Jan* Feb* Mar Apr May Jun Jul* Aug* Sep* Oct* Nov* Dec* * Note: These months include Ellucian Remote services (CTS) tickets contracted through the Amendment s 7 and 9 Overall Customer Satisfaction Survey Satisfaction Response Rate Response Rate % % 7% % Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec % 6% % 2% %

6 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec OIT Customer Satisfaction Survey Competency Resolution Timeliness Customer Service 3. Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Top 5 Incidents by Category Top 5 Requests by Category Printer / Periferals PC Hardware PC Software Virus / Malware Windows OS Password Reset Other Account Maintenance Re-image Desktop How-to / Training Open tickets Between 3 to 6 Months Old Open Tickets Older than 6 Month 1 Request Incident Change Request Incident Change Note: Our customer satisfaction scores took a hit this month from two particulalry low survey results for CHD technicians. We are working with CHD management to improve the information they have to answer users questions.

7 Ticket Number Help Desk Customer Satisfaction Comments Comment REQ REQ2995 REQ29657 REQ29729 REQ2926 REQ REQ REQ27277 INC95 Note: There were two tickets for the same issue. This was closed as a duplicate. The second ticket was resolved to her satisfaction. Blackbaud does not allow a printing dialog so the Xerox account billing prevented print jobs from finishing. INC73 INC7513 INC73935 Great, prompt service! AWESOME as always! Aaron Dixon is a great help. He is efficient, an excellent communicator and can usually fix the problem the first time out. He's great to work with. As I could not recreate the incident again (yea!), just want to say that I appreciate the patience and helpful attitude. Even though the issue made no sense (even to me), I felt that my input was believed and that assistance was there if needed. In the face of staffing issues that lead to delays in completing this request, Thomas stayed on top of the situation and resolved it on a timely basis. Nice job, Bonnie. Thanks for making this happen. The service provided to our office is always Excellent - Thank you for a job well done! Thomas made sure the computer was updated and placed in Bennett Hall in a timely manner. No one seems to claim responsibility for the problem. As administrator, Karen Hoelscher doesn't manage the printers. Xerox says they don't know anything about Raisers Edge. OIT says they're not responsible for Raisers Edge. I understand Mark Heckman is out of the office for the next couple days, and he did ask me to be patient, However, to receive a report saying the problem is resolved because OIT doesn't administer Raisers Edge makes me a little frustrated. It remains that I cannot print a Raisers Edge report and the problem did not occur until the printer change happened. As soon as Aaron was aware of a possible problem with the Blackboard interface manager, he addressed it and the jam in building blocks was cleared. His help was greatly appreciated I received excellent and timely service. I had previously put a ticket in on this matter, but it had not gotten resolved. I do believe it has been taken care of now. Thank you.