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:

• Greater lab availability on weekends, so we will review options for providing this service.
• Access to class-specific software applications outside of the labs, so we plan to review, research and possibly test methods for providing this service.
• More information about lab locations and availability, so we will develop and implement a marketing strategy for labs we support through web page revisions, signage and "branding".

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:

• Implement Deep Freeze ARD in the Mac labs in order to more efficiently and securely manage the Macintosh computers.
• Develop procedures for mobile lab support to support departments in their efforts to meet these demands through mobile lab services.

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:

• Software and hardware inventory of Windows-based computers used by faculty and staff.
• Remote Control capability to allow the HelpDesk and other technicians to solve certain computer issues without making a visit to the user's site. This should provide faster turnaround for problem resolution.
• Patch Management will allow IT to distribute software updates and patches to users' computers with minimum disruption, and keep systems secure.

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:

• the tools and techniques needed to excel as a support service provider,
• the knowledge of internationally recognized guidelines and standards,
• outstanding customer service skills,
• the ability to manage, meet and maintain service levels, and
• process management implementation skills

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

• Replace remaining hubs in Administrative and Academic buildings with switches
• Complete the migration to switch technology in the dorms for Hoffman, Wayland and Greek row.
• Continue to add wireless access points as needed throughout campus.
• Procure a wireless access management platform
• Deploy a Guest wireless access solution for the campus
• Submit budget Initiative to re-wire the last of the Academic building for 100mb capabilities.
• Work with ORL to install wireless access points in the study areas of each dorm.

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

• Continue to promote and enhance security awareness
• Install firewall technologies for our Internet services
• Deploy a two factor authentication service for our remote support staff
• Use Risk Assessment methodology for securing sensitive data
• Implement automated desktop management software to enhance software updates
• Enroll all data center computers into the integrated security monitoring system

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

• Submit a budget initiative for the completion of the data center room located in the new Financial Services building.
• Continue to work with the design and building of the data center room in the new Library.
• Continue to review and document our contingency management plans
• Invest in management tools to enhance system administration
• Continue to gain experience in virtualization and use as appropriate
• Continue to expand our use of internal monitoring and reporting systems for proactive support.
• Continue to sunset old servers and move towards a complete Windows and Linux environment
• Migrate our file and print environment to the new back and storage platforms.

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

• Migrate to the new HR hardware platform
• Complete the Netware File and Print migration
• Procure and install new email hardware and software
• Continue to support the Portal project
• Continue to work with the other Active Directory users to explore advantages of establishing trusts between systems.

*Indicates objective elevated to Mr. King.