JMU Information Technology

Goals & Objectives 2002-2003

January 2003 Update
June 2003 Update

ALL AREAS

  • Provide appropriate opportunities for staff development and certification. Each area has updated this objective.
    • January 2003 - Information Technology staff have taken advantage of a variety of training and professional development opportunities both on- and off-campus. Numerous certifications have been completed or are underway, some of which have been funded by the H1-B grants. A number of staff have/are taking for-credit courses at JMU and BRCC and training sessions offered by Information Technology and Human Resources. Several managers successfully completed the supervisor's course offered by Human Resources.

    • June 2003 - Information Technology staff have again taken advantage of a variety of training and professional development opportunities both on- and off-campus. With current restrictions on travel, staff did take day trips that focused on valuable training opportunities. We were able to send two of our systems administrators to Novell's Brainshare Conference and several Information Systems staff attended the PeopleSoft Higher Education User Group Conference. We also hosted representatives from companies such as CISCO, Dimension Data and Novell to discuss current and future partnerships.

  • Update and test university's contingency management plan for Information Technology and Telecommunications.
    • January 2003 Update In Planning Database - Several necessary changes to the contingency management plan have been identified and modifications are under way. Testing will be completed in spring 2003. IT is also in discussions with I3A faculty regarding a risk assessment of the university's physical and technical infrastructure. This work will also evaluate the strengths and shortcomings of current contingency arrangements. Contingency processes have also been considered as an integral part of evaluation/implementation/upgrade of major systems such as: human resources, e-mail, etc. An update has been done to reflect the limitations to cell phone usage during an emergency. A plan is being developed to move and better protect the Wilson phone switch.

    • June 2003 Update In Planning Database -

    • Testing of the short-term solution for cohabitating PeopleSoft applications on combined hardware was successfully tested with the obvious assumption that there would be lessened/restricted functionality and load set under a contingency situation.

    • Also, recognizing that this solution is short-lived as PeopleSoft applications are no longer on a single architecture/tool set as we move to version 8 with Human Resources and Student Administration, a group was convened to identify the architecture components and resource requirements for a recovery of the version 8 environment. This work was completed. IT presently has enough hardware to accommodate a recovery of Human Resources (the only production PeopleSoft application currently on version 8). As Student Administration moves to version 8 later this year, hardware/software planning will consider the need to simultaneously develop a contingency/recovery environment for SA8.

    • The Network Risk Assessment Modeling project is underway in cooperation with CISAT/CIPP faculty researchers. Timetables for this research are a function of CISAT resources. As the work develops, lessons learned from the risk assessment process will be used as input to future contingency management and security plan updates.

    • A work plan is in place to complete additional changes resulting from the internal review of the contingency management plan document and to provide for a business impact review to update baselines/assumptions that may affect the plan. This will require effort into the upcoming fiscal year and an objective has been established to address these remaining items.

    • The planning process for moving the Wilson switch to Miller has identified problems that make this option less attractive than originally thought. Research is currently underway to see if the same planned benefits can be derived from distributing smaller switches throughout campus.

  • Develop and begin implementation of long-term directory strategy for the university.
    • This is the next phase for the LDAP team. They will start the planning and designing the links between LDAP, NDS and Active Directory in conjunction with the Netware six project. Scott and Robert are attending the Brainshare conference in April with Scott following the Dirxml and developers tracks and Robert following the Netware six track. Zach in Cisat will join the team to incorporate the Active Directory part. We may need to get a consultant to help us understand the bigger picture of a corporate directory.

      • January 2003 Update In Planning Database - The LDAP Team will begin planning and designing the links between LDAP, NDS, and Active Directory in connection with the Netware six project. A representative from CISAT will join the team to incorporate the Active Directory part.

      • June 2003 Update In Planning Database - Hosted Novell engineer and account representative to discuss and review existing environment. Look to hold future meeting to better understand scope and requirements.

  • Develop procedures for use of electronic bulk mail.
    • January 2003 Update - Decided to wait until the implementation plan for the new e-mail system has been flushed out. We are focusing on an early February date to bring the Bulk Mail Committee back together.

    • June 2003 Update - Due to the changing technologies and new products made available as part of the e-mail implementation, further work on developing new models for doing bulk mail have been deferred until next fiscal year. We will carry this objective forward into 2003-2004, with completion targeted in that timeframe.

COMPUTING SUPPORT

  • Provide appropriate opportunities for staff development and certification.
    • January 2003 Update - Many Computing Support staff are taking advantage of the H1-B grants for certifications. Certifications are completed or underway in the following programs: Network+, A+, Help Desk Institute Certified Trainer, Help Desk Analyst, WindowsXP MCP, and Office XP MOUS. A number of staff have/are taking for-credit courses at JMU and BRCC including: E-Commerce, Java, American Higher Education (AHRD 670). Staff has also taken advantage of many training sessions offered by IT and HR. One manager successfully completed the Supervisor's course offered by Human Resources.

    • June 2003 Update - Completed certifications: Debby Boyle - Certified HelpDesk Analyst Trainer, Help Desk Analyst, Customer Support Specialist. Kevin Conrow, Tom Shomo, Richard Blankenship, Jackie Mann, Ken Jessie, Eric Tanks, Celia Wright, Chad Blosser, Carol Miller, and Dwayne Martin completed the HelpDesk Analyst Bootcamp training from Debby Boyle in preparation to take the HelpDesk Analyst exam. Certifications are underway in the following programs: Network+, A+, HelpDesk Institute WindowsXP MCP, and Office XP MOUS. Credit courses taken at JMU - AHRD 671- Teaching and Learning Practices in Higher Education, and PSYC 669-Career Development. Remedy ARS 5.1 Delta class

  • Assess campus need for central support and training for handheld devices.
    • January 2003 Update - Pilot efforts with several different PDA devices continue. Growth in PDA use is continuing and new projects and accompanying support services are being planned. An informal survey of administrative users shows calendaring as their primary use. Experiments with using PDA devices as part of the classroom/learning experience are being conducted in CISAT.

    • June 2003 Update - The use of PDA's on the JMU wireless network will be piloted in the Health and Human Services Building in the Fall of 2003. They will be used by the Health Informatics Group to access a Database for Health Professionals. Currently we are using Toshiba PocketPC e740's with built in wireless cards.

  • Create a unified computer training center - Williamson Building.
    • January 2003 Update - Plans for renovations were completed and an estimate was generated by FM. Funding will not be available this year to proceed with the unified training facility.

    • June 2003 Update - Working with Facilities Management/Engineering to get a revised quote. Plan to pursue in 2003-2004.

  • Implement training programs and opportunities for campus recommended software.
    • January 2003 Update - We continue to research a variety of ways to offer on-going computer training across campus including: Online, on-demand third party training delivered to desktops across campus through the Internet, turn-key training operations in which sources provide workshop curriculum in booklet form, and licensed software that can be customized for campus use. Office XP transition classes were offered fall, 2002, with full Office XP training options available spring, 2003. Curriculum is being planned for Mirapoint's e-mail system.

    • June 2003 Update - As the systems were upgraded and/or implemented, training was offered for the following applications: Webmail, Microsoft Outlook, HRMS (PeopleSoft 8), Planning database (PeopleSoft 8), and Electronic grading for faculty (PeopleSoft-e-campus).

  • Improve technical support call tracking processes - Remedy.
    • January 2003 Update - The Remedy systems (production and development) were upgraded to version 5.1 in November/December, 2002. A demo has been created that illustrates the new features in Remedy that will be presented to the IT groups to gather input for desired enhancements. Workflow continues to be enhanced as requests are generated.

    • June 2003 Update - Implemented automated workflow processing with Telecommunications department. Ported all functionality for HelpDesk, CampusNet, and Lab Services workflow to the web, making it more accessible for staff. Revised survey submissions so customers can use any computer and browser to submit a survey, as opposed to just an IE browser on a PC.

LAB SERVICES

  • Move Harrison labs to Moody for Harrison renovation.
    • We continue to explore options for moving staff and facilities when the start date is determined. One known move is the Harrison A4 Macintosh lab to Duke 110.

      • January 2003 Update In Planning Database as Facilities Expansion (combined with one from Telecom) - Plans are being developed for the Fine Arts facilities. Preferred option at this point is to re-establish the current wiring in a safer location without adding additional wiring across Main Street. We continue to explore options for moving staff and facilities for the Harrison renovation to Moody when the start date is determined. One known move is the Harrison A4 lab to Duke 110.

      • June 2003 Update in Planning Database as Facilities Expansion (combined with one from Telecom) - Communication plan has been developed for the Fine Arts Center and we are awaiting approval. Wampler basement has been set-up as office space to accommodate Lab Operations and Lab Administration. Harrison computing labs have been relocated to Duke, Wilson and a Modular Cottage. All associated scheduling for instructional reservations have been accommodated and confirmed.

  • Install card-readers and security cameras in the general labs to increase accessibility to the labs while helping to prevent unauthorized access.
    • Camera equipment for the Hillside lab has been ordered. We have price quotes for card reader installations, however, due to budget this project has been deferred.

      • January 2003 Update In Planning Database as Improve IT Facilities (combined with one from Telecom) - Architect drawings of the space have been created for the move of the telecommunications office facility. We are awaiting funding to proceed. Camera equipment for the Hillside lab has been ordered. We have price quotes for card reader installations, however, due to budget reductions, this project has been deferred.

      • June 2003 Update in Planning Database as Improve IT Facilities (combined with one from Telecom) - Still awaiting approval to proceed with the move of the telecommunications office. Camera equipment has been installed in Hillside and training of staff is being scheduled.

  • Upgrade the computer hardware in Harrison A5, Music B59, Carrier 101/102, Hillside, Showker, and technology classrooms. Additionally, implement 9 new technology classrooms.
    • January 2003 Update - All computer hardware in these facilities has been updated with new equipment. The lab upgrades occurred prior to fall school startup. The technology classroom upgrades occurred during the fall semester. The replaced equipment was trickled down to various academic departments.

    • June 2003 Update - Completed. No change in status.

  • Test software metering in labs.
    • January 2003 Update - A trial version of the KeyServer product was tested in one lab. Working with vendor to obtain a fully-functional version that can be used across multiple labs to test.

    • June 2003 Update - The trial version has been tested as fully as possible. Plan to purchase from 2003-2004 funding and begin implementation.

  • Cross-train lab staff for general labs and assessment labs.
    • January 2003 Update - Lab Administration staff has been cross-trained in the administrative aspects of the Assessment Lab. Operational cross-training will be conducted spring, 2003.

    • June 2003 Update - Lab Administrator has been cross trained to fill in as a back-up proctor if necessary.

  • Form computer lab advisory group.
    • January 2003 Update - A letter was sent to deans in November, 2002 asking for faculty participants. The first meeting is planned for February, 2003.

    • June 2003 Update - The Computer Lab Advisory Group has been formed and two meetings have been held. Meeting notes and information regarding the group are posted on the web: https://secureweb.jmu.edu/computing/lctag

  • Improve communication with customers regarding lab services, including changes made in labs (e.g. upgrades, services).
    • January 2003 Update - Several communications have been sent regarding lab reservations, software installations, and faculty accounts during fall, 2003. Sent bulk-email to all faculty and students in January, 2003 regarding the closure of the Wampler and Wilson labs. The labs web site is updated often to provide pertinent information to the campus.

    • June 2003 Update - Bulk email messages were sent to faculty with a summer bulletin outlining plans for lab upgrades, moves, software installation reminders, etc. A follow-up reminder was also sent. The Technical Advisory Group was formed to serve as a conduit between faculty and Computing Support.

  • Provide well-trained staff in general labs through use of 30-hour staff.
    • January 2003 Update - A proposal with plans for using 30-hour staff to replace student assistants in the general labs was drafted and submitted. The plan has not been approved at this time.

    • June 2003 Update - No change. Plan to continue to look at ways of improving staffing in labs.

HELPDESK

  • Develop a new employee training and orientation program for classified, wage, and Desktop Services employees.
    • January 2003 Update - Worked with staff to identify training needs of new 2nd level HelpDesk employees. Created draft orientation document for all Computing Support new employees. Currently creating a draft training program for the HelpDesk staff.

    • June 2003 Update - Created draft orientation document for all Computing Support new employees.

  • Create an ongoing training and professional development plan for HelpDesk and Desktop Services employees.
    • January 2003 Update - Received a method to test learning styles from the Help Desk Institute to administer to staff, and have surveyed staff's perceived learning styles. Offered and encouraged staff to attend several training opportunities (Apple, Computing Support, HR, and with other areas of IT) and participate in H1-B grants.

    • June 2003 Update - Working with Apple Representative, Bob Jennings, to see if there are more opportunities for on-campus student Apple Reps. HelpDesk Manager offered HelpDesk Analyst training to all full time HelpDesk staff and other interested Computing Support employees. Researched vendor and costs to bring in Windows XP training (postponed due to new e-mail system rollout and staffing issues).

  • Develop further technical self-service opportunities.
    • January 2003 Update - Each full time HelpDesk staff is assigned self-help pages for maintenance. Added HelpDesk Statistics to web pages based on HelpDesk Program Review. Remote control option will be explored with Technical Services.

    • June 2003 Update - HelpDesk mission developed an added to web site. Revamped the HelpDesk home pages to make more user friendly. Remote control option will be explored with Technical Services.

  • Offer a high level of computing service support to all members of the JMU community.
    • January 2003 Updates
    • Brian Charette presented customer service sessions at the fall, 2002 HelpDesk Frontline Conference and at the IT staff meeting.
    • HelpDesk Mgr. will be offering Help Desk Analyst certification training within this fiscal year to all full-time HelpDesk staff.
    • Implemented several suggestions from the HelpDesk Program Review including: full-time staff presence at the front desk, student training geared to increase calls closed at first level, and promoting the use of self-help on the web. A "Definition of Services" document is in development to aid in creating a marketing plan.
    • Reports on Service Level Agreements distributed to HelpDesk manager, CampusNet managers and Director of Technical Services.

    • June 2003 Update - Help Desk Analyst certification training offered to all full time staff to standardize on Help Desk industry best practices. Implemented several suggestions from the HelpDesk Program Review.

INFORMATION SYSTEMS

  • Provide appropriate opportunities for staff development and certification.
    • Several options for training have been identified and are being considered for Information Systems staff. Several managers have successfully completed the Supervisor's course offered by Human Resources.

  • Complete update to Long Range/Strategic Planning Process for Information Technology.
    • January 2003 Update - The October version of the long range plan has been completed. Discussions around completing a major revision to both the report and the approach to completing it have begun within IT. A model for obtaining information from campus stakeholders is being developed.

    • June 2003 Update - Influenced by a senior-level leadership change in IT and significant interest at the state level on strategic planning for information technology, JMU is developing a new technology planning process. It is being designed to coordinate with the university's planning process and to meet the necessary requirements from Richmond. The high-level strategic components (Vision, Guiding Principles and Major Initiative Areas) have been established and are currently being discussed and validated with campus stakeholders. As unit objectives and action plans are prepared by IT and other departments on campus, additional strategy and project detail will develop. Meanwhile, all requirements for state-level strategic planning have been met on a timely basis. Plans for addressing future requirements are also in place.

  • Complete upgrade to HRMS Version 8.
    • January 2003 Update - The upgrade to HR version 8 was completed successfully on schedule. The system is web-based and required a new architecture. Three parallel payroll processes were completed. This upgrade positions the university to provide self-service for university employees. The upgrade was required to ensure on-going vendor support.

    • June 2003 Update - The upgrade to HR version 8 was completed successfully on schedule. The system is web-based and required a new architecture. Three parallel payroll processes were completed. This upgrade positions the university to provide self-service for university employees and was required to ensure on-going vendor support.

  • Begin preparation for upgrade of SA from Version 7.6 to Version 8.
    • January 2003 Update - Progress is being made in preparation for upgrading the student system to version 8. The software has been installed and fit analysis is being completed by the core users with support from IS staff. Analysis of customizations and other technical steps are being completed.

    • June 2003 Update - Significant progress has been made toward the upgrade to version 8. Work is continuing on the technical aspects as customizations are being reapplied and upgrade scripts are being tested. Security is being reviewed and coordination with end-users is continuing due to the vast differences. Communication efforts are extensive and on-going, utilizing e-mail and the SA User's Group as well as the SA User's Group web site (www.jmu.edu/saug). Training will begin in mid-June for heavy core users and continue through fall semester. E-campus will be ready for student review in early fall semester and focused communication to students and faculty will begin once the fall semester is underway.

  • Implement student refunding via direct deposit.
    • January 2003 Update - Staff from the Finance and Student application teams continues to participate in discussions with the user community in regard to electronic student refunding. The work in the Finance system was scoped early and is almost complete. The work on the student side (which includes self-service for entering banking info) is still being scoped but is on track for completion on schedule.

    • June 2003 Update - All the technical aspects of the student refunding project have been completed and made available to students prior to the end of spring semester. Students are able to update their banking information as part of e-campus. The processes required to support Student Financial Services and Accounting Services have been completed as well.

  • Roll-out of Procurement functionality to campus.
    • January 2003 Update - Since the submission of this objective, the state has mandated increased usage of the state's central procurement system (eVa.) Our focus has shifted toward working to meet this mandate. IS staff has been working with staff from Procurement and Finance to determine the best interface strategy and to support the staff in working with and bridging multiple systems. It remains an objective to provide increased procurement functionality to campus, but the timeframe is less certain due to eVa. One option being considered in support of the eVa project would provide the JMU community the ability to submit purchase orders electronically.

    • June 2003 Update - The mandate to use the eVa procurement system precluded the roll-out of functionality to campus. An objective to evaluate the viability of eVa being made available campus-wide will be submitted for 2003-2004.

  • Expand faculty grade entry.
    • January 2003 Update - We have spent several semesters piloting web-based grade entry and working to increase the overall performance of the entry processing. Our pilots were successful and we're now prepared to make web-based grade entry available to all faculty for mid and final semester grades. A survey of participating faculty revealed they are very pleased with this new functionality.

    • June 2003 Update - We have spent several semesters piloting web-based grade entry and working to increase the overall performance of the entry processing. Our pilots were successful and we're now prepared to make web-based grade entry available to all faculty for mid and final semester grades. A survey of participating faculty revealed they are very pleased with this new functionality.

  • Implement and support the system that tracks university planning.
    • January 2003 Update - The system will be live in January 2003 for mid-year updates to the university's goals/objectives. Development was completed and presented to a pilot group in October. The pilot group was trained and used the system in order to provide input. Few changes were requested. All users will be trained in January 2003.

    • June 2003 Update - The first phase of development and training in support of the planning system has been completed and the second phase in support of objective entry and annual reports is in progress.

  • Eliminate SIS legacy system/hardware.
    • January 2003 Update - IS staff completed conversion of all remaining bio/demo data from the legacy system. Transcript data was extracted and provided to a 3rd party vendor and was converted to images which are stored on CD. The Registrar's Office is completing their pilot of using the imaged data and began communicating to the university community in late December on how to request transcripts from this data set. Although we hoped to have this completed by end of fall semester, the target is now end of January.

    • June 2003 Update - Due to changing requests from the Registrar's Office (desire for more data extracts, new imaging models for keeping legacy transcripts), we were delayed in eliminating the legacy system on schedule. It was eliminated as of June 30, 2003.

  • Expand Academic Advisement Roll-out.
    • January 2003 Update - IS continues to make strides in rolling out access to Academic Advisement. We began the 2002-2003 academic year with one hundred and twenty five users with client-level access to advisement. Late in the fall semester an additional sixty academic department users were added. We also began work on development of a static advisement report for students. Due to the performance implications of e-campus "live" access to advisement reporting and the business implications of having students accessing these reports in conjunction with heavy registration periods, we determined the most cost-effective way to provide this information was via batch. Batch processing of advisement data will be performed three times per semester and made available to all junior and senior level students. These reports will be available during spring semester.

    • June 2003 Update - The spring semester reporting cycle was so successful, we will be expanding the availability to include sophomores during the June run of these reports.

  • Begin Resource 25 Implementation.
    • January 2003 Update - Due to budget constraints, the additional resource necessary to support R/25 implementation has not been available. We are strategizing a means for providing part-time project management and hope to begin this project before the end of the academic year.

    • June 2003 Update - A part-time project manager has been assigned to review the Resource 25 project and prepare an overview of objectives and subsequent issues for presentation to senior management. This should be completed in mid-June and a decision on whether we'll continue should be reached by July 1.

  • Prepare a profile of the university's technology environment and analyze/present particular components and characteristics as input to decision making.
    • January 2003 Update - Through the web registration process, Zen inventory, and creation of additional architecture documents associated with individual systems/processes IT has collected much of the information necessary to create the environmental profile. What remains is the analysis of the information and its compilation for decision-making. Necessary emphasis is on mission critical processes and their interdependencies. State enterprise architecture models/standards are being used as a reference.

    • June 2003 Update - Architectural components surrounding the PS 8 environment have been documented and used in resource and contingency management planning.

    • Lab equipment inventory information and replacement forecasts have been successful in re-purposing lab support resources and planning lab moves.

  • Analyze ways of formulating advisement reports for students so they are available via e-campus yet created via batch processing.
    • See "Expand Academic Advisement Roll-out"

  • Reduce turn-around time for generating ID's and providing access to e-campus.
    • IT's ability to streamline this process is dependent on the move to the new e-mail system. The major obstacle to providing enhanced service is our inability to do multiple interface runs per day. The current eid admin system (MADMIN) will allow only one load per day. This system will be eliminated as we move to the new mail system so we'll revisit this objective upon implementation of the Mirapoint solution.

    • June 2003 Update - Due to the timing of the e-mail project and all the additional work required to support it, this project has been deferred until 2003-04.

  • Establish a reporting database instance of the student system to ensure best performance.
    • A reporting database has been established and is being used to support a new series of queries completed to support the academic departments. The student application team is working with query users to determine what queries must remain in the production database due to need for current data. (The reporting database is refreshed daily.) Additionally, all queries approved to remain in production are being reviewed by the application team to ensure their appropriately tuned for optimum performance. We're planning to implement this solution in it's entirety during spring semester.

    • June 2003 Update - The reporting database project is complete and working well.

  • Evaluate and determine whether LDAP or other directory technologies have the potential to provide the integration of bio/demo data needed to integrate HR and Student.
    • It's premature to look at LDAP at this point due to all the other projects currently being pursued. I will be looking more at integration later in the year and will look closely at directory technologies as an option.

    • June 2003 Update - It's premature to look at LDAP at this point due to all the other projects currently being pursued. I will be looking more at integration later in the year and will look closely at directory technologies as an option.

  • Perform a needs and technical analysis in order to create and support a recommendation to university management on the viability and potential impacts of implementing portal technology at JMU.
    • Discussions with other campus stakeholders have begun. The needs analysis process is beginning and will continue.

    • June 2003 Update - The Blackboard portal has been procured as a prototype for exploration and use in developing a proposal to university management on portal direction. Work will begin in earnest once the new Blackboard product is operational in late August.

TECHNICAL SERVICES

  • Provide appropriate opportunities for staff development and certification.
    • Technicians in PC Services have completed their Dell certification and completed the self study guides for A+certification.
    • Sent two staff members to Microsofts Exchange 2000 training.
    • Systems admin staff attended HP administration, Microsoft NT Server Administration, EMC training, Netware NDS training and Netware six seminars.
    • The Network engineers attended Advanced router training, Intergated switching classes, Virtual Private Networking labs, and wireless deployment training.
    • Technical Support East Campus staff attended many local training opportunities. Two staff attended a week long Active Directory/Exchnage 2000 training session in January 2003.
    • June 2003 Update:
    • Two administrators attended the Novell Brainshare conference in April
    • Hosted Cisco engineer to discuss load balancing technologies.
    • Hosted a SANS backup specialist from Dimension Data to review new technologies and strategies.
    • Hosted Novell engineer to review and discuss LDAP, AD and directory strategies.

NETWORK SERVICES

  • Continue to develop an effective bandwidth management process.
    • January 2003 Update - One Packetshaper 6500 was added to each Interent connection to remedy the P2P problems. These should give us a long-term solution so we don't have the problems experienced these past semester.

    • June 2003 Update - This issue is long-term and we hope Packeteer will mature along with the software. Upgraded to the latest release in May 2003. Working with vendor to understand how they plan to manage new P2P software coming out. Exploring other options and getting feedback from others.

  • Migrate old UNIX servers to new architecture.
    • January 2003 Update - Falcon, Creeper, Phenonix moved to new A class.

    • June 2003 Update - Identified eight old servers to be replaced with new smaller technology. Servers have arrived and will be installed.

  • Expand wireless access.
    • January 2003 update
    • We have 22 access points installed to date covering the following areas: HHS and ISAT, College Center, Showker, Library, bookstore, Warren, Taylor down under, Frye, Hoffman, and Wellington.
    • Existing access points to be integrated into our solution are: Alumnae, Modular, CISAT, Nursing, Dr. Whisnat and Madison media lab.
    • New requests include: Roop, Burruss, Miller, USB, The west side of the library, the quad, Taylor meeting rooms.
    • The third interface will be implemented to give us a secure solution for ISDN and dialups.
    • June 2003 Update - The third interface has been implemented and is being tested by the DBA's. Roop was installed with wireless access in May. Burruss and the remainder of the Library and Miller are scheduled next.

  • Modernize communications infrastructure by migrating backbone to gigabit capacity.
    • Presently we have the following gigbit connections: Frye Data center to Wilson Core, Library data center to Wilson Core, Wilson Core to A2 Core, A2 Core- A1 server room, A2 core to A2 Server room, Frye Data Center to Frye staff, Wilson Core to Bookstore, A2 core to remote site master switch, Leelou center to College center MDF, College Center Ballroom to College Center MDF, Wilson Core to Medical Arts
      • January 2003 Update In Planning Database - GIG core backbone is 100 percent complete at this time. We are using temporary single-mode fiber between the network equipment racks in Wilson to make this work. We will continue to evaluate moving all the fiber optic connections from the old to the new rack system.

      • June 2003 Update in Planning Database - Moving to the new rack in Wilson will be completed by the end of July. Racks are in, power will be completed in mid July and fiber ready.

  • Provide 100mb to the desktop across campus.
    • January 2003 Update - The following areas have 100mb to the desktop today Medical Arts, 1021 South Main, 1077 South Main, Dentons-Admin, Cisat-A1, Cisat-A2, College Center, Leeolou Alumni Center, Parts of Burruss, Gifford Hall, University Bookstore, Parts of Carrier Library, Areas in Sheldon, Most of Frye, Hoffman IT Offices, Art Studio Center, Warren 5th Floor, Showker in process,.

    • June 2003 Update - Showker is 100% complete. An equipment list with cost for Burruss, Roop and the Library has been developed as our next buildings to complete. We are working with our Cisco representative to develop a leasing option for all electronics to give us the ability to get 10mb switch technology in buildings until re-cabling can be completed.

  • Begin to build routing dependence into the Campus Network.
    • January 2003 Update - Two new 6509 routers are here and will be installed in Frye and the Library. We will install one at a time and configured with HSRP to give us a redundant core network.

    • June 2003 Update - This becomes a priority this summer. Design is in place and has been approved by Cisco. We need to do further research on affects to our existing environment. Third and forth routers to be installed in Frye and Library during the summer.

  • Provide framework for active directory and directory strategies.
    • January 2003 Update - The AD project is not active since we are not looking to deploy exchange campuswide. We will continue to monitor and agree on architecture by the summer.

    • June 2003 Update - More research and knowledge needs to be gained from the business process. We need to develop a joint team to look at the scope, components, impact and process.

  • Continue to use the ZEN for Desktop product.
    • January 2003 Update - Just completed our second automated workstation inventory. This process runs continuously now.

    • June 2003 Update - Will develop reporting periods two to three times a year. Will schedule next inventory run for the fall.

  • Implement new backup strategy for NW servers.
    • January 2003 Update - Had major issues with Arcserv running on the Sun server. Were waiting for Arcserve 9 to come out. Not active at this time.

    • June 2003 Update - Held overview meetings with vendors to understand current and future directions. We need to complete our existing documentation, do some research and assign a small project team in the fall. This should incorporate all backups and utilization of current EMC technology.

PC SERVICES

  • Investigate the possibility of expanding current computer repair services.
    • January 2003 Update - Data gathering is in process. Numbers and opportunities will be documented by February 2003.

    • June 2003 Update - No updates at this time.

  • Promote technical development by assuring each technician receives a minimum of at least one formal training course of current and advancing equipment technology. Encourage progression of the A+ certification program along with Windows 2000, Windows XP and Microsoft Office 2000 and XP.
    • January 2003 Update - Technicians have been provided with self-study guides for A+ certification plus Windows XP reference manual. Technicians have also been asked to research training courses and provide me with the information in order to update the technical proficiencies.

    • June 2003 Update - One technician has passed the Apple tech certificate. Two are now A+ certified.

  • Insure that there is at least one quarterly in-house training program for all staff members.
    • January 2003 Update - Empac Ver 8.5 and Remedy /Empac integration were provided.

    • June 2003 Update - New email training was conducted in early May.

  • Insure technicians complete Dell Recertification Program (annual requirement for site certification) and insure additional technicians receive Apple training and certification.
    • January 2003 Update - Technicians are in the process of completing their Dell re-certification which will be completed by the end of January 2003.

    • June 2003 Update - Three technicians have completed this re-certification.

  • Continue the upgrade of the Maintenance Management Database (EMPAC).
    • January 2003 Update - Resolved problem sections of database. Research the possibility of greater utilization of various modules.

    • June 2003 Update - Have worked with Computing Support to integrate Remedy and EMPAC to with location and technician notes. Resolved numerous software problems.

  • Continue to study and pursue becoming an authorized service center with computer manufactures such as HP/Compaq and Toshiba.
    • January 2003 Update - Study continues.

    • June 2003 Update - HP/Compac has been contacted. Research continues.

  • Analyze the results of the first academic year of warranty maintenance on students' computer equipment.
    • January 2003 Update - Initiate and coordinate changes with Bookstore and staff.

    • June 2003 Update - Joint meetings with Destop Services, the HelpDesk, the Bookstore and PC Services have been held to redesign the process. A new support process has been developed and agreed upon by all parties.

  • Conduct an in-depth study on the feasibility of providing out-of-warranty support service for student computer systems.
    • January 2003 Update - Information is being gathered to help support the study. Hope to have some rough numbers in the next month.

    • June 2003 Update - Still in progress.

SYSTEMS AND OPERATIONS

  • Phase-out use of Raven (VMS).
    • January 2003 Update - Active with migration process being discussed. Will need to help from external sources to migrate all functions to new servers.

    • June 2003 Update - Not active.

  • Implement new Email server software.
    • January 2003 Update - Mirapoint selected. Hardware to arrive at the first of the year. Implementation team had kickoff meeting and will be meeting weekly starting January 8th. Looking for spring break install timeframe.

    • June 2003 Update - All users have been migrated. We have over 6000 people using the system today. We will continue to meet and fine tune the support to get ready for the fall session when we will have 22,000 users.

  • Extend contingency management with SRDF.
    • January 2003 Update - Not active.

    • June 2003 Update - Our present backup and disk management process needs to be documented so we can choose the proper technology to meet our needs.

  • Increase performance of production using Raid-1.
    • January 2003 Update - Not active.

    • June 2003 Update - Not active.

  • Continue to increase availability for databases.
    • January 2003 Update - Meeting has been held to discuss current backup strategies and opportunities for improvement. PS Architecture team has been established to maximize availability.

    • June 2003 Update - Met with SANS engineer for new ideas. Backup windows, hot backups and new technologies will all be explored in the fall. A project team will be assigned the task to look at all these options.

  • Phase-out use of HP K-E-G-H-A class servers.
    • January 2003 Update - Older G and H servers have been migrated over to newer K and L class servers.

    • June 2003 Update - All K class servers will be replaced with new smaller faster A class servers. Hardware is here and will be installed over the summer.

  • Install and configure performance monitoring on various HP and NT servers.
    • January 2003 Update - All mission critical servers have been set up on an internal web page to monitor database availability, CPU, memory and network utilization accessible by most internal IT staff. Need to develop application monitoring tool to notify us when applications stop.

    • June 2003 Update - Looking to purchase new HP Openview enterprise module to replace the 3 independent monitoring systems used today. We want HP to install in the July timeframe. We will get a small implementation team together to see this through.

  • Investigate Itanium platform.
    • January 2003 Update - Mike is staying up to date with this new technology

    • June 2003 Update - Not active.

  • Develop process for updating various software and investigate use of ZEN as method of deployment.
    • January 2003 Update - Scott will research and test after Brainshare Conference in April 2003.

    • June 2003 Update - Not active.

  • Continue with further testing and configuration of Legato-streamlining where necessary.
    • January 2003 Update - Not active at this time.

    • June 2003 Update - Will be addressed in backup , disk processing project mentioned above.

TECHNICAL SUPPORT - EAST CAMPUS

  • Provide technologies and laboratories that are widely accessible to the east campus community.
    • January 2003 Update
    • Wireless access is available in the College Center, HHS, and A1
    • All labs and classrooms except Computer Science have been migrated to Window's 2000. Should be complete by summer 2003.
    • Most servers have been migrated to Window's 2000 Active Directory. Still in mixed environment until summer 2003.
    • Replacement video projectors in ISAT/CS classrooms and lecture halls is completed.
    • Computer systems in three labs and eight classrooms have been upgraded.
    • June 2003 Update - More wireless access points were installed in HHS. PDA pilot program tried to use wirelees, but ran into problems. Will be completed over the summer.

  • Provide a high level of user support to faculty and staff located on east campus.
    • January 2003 Update
    • Customer surveys were positive.
    • Support expanded to Conference center, Alumni Center and Presidents board room.
    • Web pages for Psychology and Kinesiology will be migrated by summer 2003.
    • June 2003 Update - - Training sessions and local support were provided for new email migration with positive feedback.

TELECOMMUNICATIONS

  • Provide appropriate opportunities for staff development and certification.
    • January 2003 Update - One Telecom technician has been registered in Corning's fiber optic training class.

    • June 2003 Update - One technician completed Corning fiber training. Numerous office staff attended on-campus training in Word, Excell, Web Manager and Web Mail.

  • Develop a plan to provide adequate communications capabilities for the fine arts facilities.
    • Plan is in development. Preferred option at this point is to re-establish the current wiring in a safer location without adding additional wiring across Main Street.

      • January 2003 Update In Planning Database as Facilities Expansion (combined with one from Computing Support) - Plans are being developed for the Fine Arts facilities. Preferred option at this point is to re-establish the current wiring in a safer location without adding additional wiring across Main Street. We continue to explore options for moving staff and facilities for the Harrison renovation to Moody when the start date is determined. One known move is the Harrison A4 lab to Duke 110.
      • June 2003 Update in Planning Database as Facilities Expansion (combined with one from Computing Support) - Communication plan has been developed for the Fine Arts Center and we are awaiting approval. Wampler basement has been set-up as office space to accommodate Lab Operations and Lab Administration. Harrison computing labs have been relocated to Duke, Wilson and a Modular Cottage. All associated scheduling for instructional reservations have been accommodated and confirmed.

  • Improve facilities by moving the office to enhance service availability.
    • Architect drawings of the space have been created and we are awaiting funding.

      • January 2003 Update In Planning Database as Improve IT Facilities (combined with one from Computing Support) - Architect drawings of the space have been created for the move of the telecommunications office facility. We are awaiting funding to proceed. Camera equipment for the Hillside lab has been ordered. We have price quotes for card reader installations, however, due to budget reductions, this project has been deferred.
      • June 2003 Update in Planning Database as Improve IT Facilities (combined with one from Computing Support) - Still awaiting approval to proceed with the move of the telecommunications office. Camera equipment has been installed in Hillside. Training is in the process of being scheduled for staff.

  • Provide service to campus community for future technology requirements.
    • January 2003 Update - Plans are being developed for the build out of fiber plant on the south side of the quad in conjunction with the Harrison Hall renovation. Plans are also being developed for rerouting conduits on the north side of the quad in anticipation of a possible move of the Wilson switch.

    • June 2003 Update - The build-out of fiber plant on the south side of the quad in conjunction with the Harrison Hall renovation is completed. A request to include telecommunications conduits under the mall in front of Burruss has been submitted.

  • Insure that all intra-building communications are adequate for the needs of the building occupants.
    • January 2003 Update - A survey of existing building wiring infrastructures has been completed. General cost estimates have been calculated for improving wiring where needed.

    • June 2003 Update - Information has been submitted for another try at a biennial budget submission. Showker Hall has been successfully rewired.