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JMU Information Technology

Objectives 2006-2007

Review, develop and market expanded computing lab services to students.

Comments from our latest customer satisfaction survey of students who use our labs indicate that they would like:

Increase security, reliability, maintainability of technology in labs and technology classrooms to ensure the facilities and equipment are available as needed for instructional needs.

As demand for classes and software in the labs has increased, so has the time required to create, secure and maintain the software on the systems. In order to help address this increased demand, we will:

Complete the second phase of the NetWare 6.5 Migration Project which includes implementing Inventory, Remote Control and Patch Management on JMU owned migrated workstations.

Completion of the second phase of the NetWare 6.5 project will provide the following benefits:

Provide technology training as part of the HR performance development program.

Develop a training program based on the needs identified by the Training and Development Department. Technology is a part of JMU's environment and thus training on basic applications would be necessary for those not fulfilling this job requirement.

Implement Training for new central and state applications and upgrades.

Implement training for the following known applications scheduled for 2006-2007:
Student Administration 8.9, Human Resources 8.9, Maximus (EMPAC's replacement) and portions of the Web Portal, i.e. Web Manager II. Faculty and staff will be familiar with the new systems and be able to perform their job responsibilities effectively.

*Research and develop support plan for Windows Vista and Office 2007

Research and develop support and implementation plan to assist campus migration to Windows Vista and Office 2007 versions. We will work with Microsoft to pursue a Microsoft Campus Agreement (CA) for these products. A CA will provide a cost-effective solution to allow faculty and staff systems to upgrade to these new technologies.

Plan for optional technology assessment for employment applicants.

Create a plan to develop optional technology assessments of employment applicants to JMU. Implementing the plan (2007-2008) will assist hiring managers in identifying technology skills for new employees. This will allow the hiring manager the opportunity to further identify training gaps for new employees.

HelpDesk Industry Standards and Best Practices Professional Development

Offer Help Desk Industry-wide training opportunities to classified and wage staff to ensure they have:

Resulting in knowledge of and practices inline with Help Desk Industry-wide standards.

*Build a strong customer service culture at the Computing HelpDesk.

Build a Strong Customer Service Culture (a common language, attitude and understanding) at the HelpDesk through the study and invitation to the Fish Philosophy. The four principles of the Fish Philosophy are easy to understand and place into action: Be There, Play, Make Their Day and Choose Your Attitude. By emphasizing customer service with HelpDesk staff and providing them new, creative tools, customers will experience a high level of satisfaction with the services provided.

Develop a strategy for enhancing computer support for off-campus students.

Provide an enhanced level of service to off-campus students. Currently, support options for off-campus campus student are not widely understood, and students and parents are confused by what services are offered. A strategy will be developed to determine whether we will expand our in-house support services to handle off-campus student needs, or pursue another avenue. After the strategy is determined, an implementation plan will be developed to have the solution in place for the fall, 2007 semester.

*Web Accessibility

IT will work with the university content publishers, Disability Services and vendors to plan a model for implementing the state's "Web Accessibility Standard". The plan will detail how the university will use the portal technologies and other resources to provide broader accessibility of information technology products.

*Content Management/Portal Implementation Plan

Work will continue on the implementation of the university's portal and web infrastructure replacement. The first implementation will be the replacement of the university's homepage and the on-going restructuring and conversion of appropriate content. Education of university web publishers will be a key factor in the success of this objective.

Complete Upgrade of the Student System

In order to stay current with technology and support increased functionality, we will be upgrading the student system to the latest release. This release will provide enhanced functionality for students, faculty and staff through a stream-lined e-campus and will provide support for accessibility initiatives.

*Support the Implementation of Facility Focus

We will work with Facilities Management and other campus departments to implement the new facilities management system, FacilityFocus.

Complete Upgrade of the Human Resource System

The Human Resource system will be upgraded to the latest version. This upgrade will support the new technologies and provide opportunities for new functionality. An example would be a new model for handling those affiliated with the university.

Complete follow-up on recommendations from Information Systems' User Services program review. The User Services area of IT-IS completed a program review during the summer of 2005. We will follow-up on some recommendations that arose from the review.

*Support University Advancement

Support University Advancement in their pursuit of a new Advancement System. Work with them to submit the appropriate paperwork, procure and begin to implement the system.

*Continue to enhance network connectivity by deploying switch technology, wireless access and upgrading the wiring in designated academic buildings

*Provide a secure network infrastructure for all users and services within JMU.

*Continue to research and prepare for designing a datacenter environment that will meet our long term needs

*Continue supporting the systems and applications that meet the goals of the university.



*Indicates objective elevated to Mr. King.