Information Technology

Objectives Update & Additional Accomplishments 2005-2006

Content Management/Portal Implementation Plan

Progress has been made on the portal/content management project on multiple fronts. A tremendous amount of work has gone into establishing an appropriate architecture to provide a mission-critical, high availability model as well as the appropriate infrastructure to support single-sign-on functionality. In many ways, JMU is setting the model for other institutions in this arena and as a result, we have had to work closely with Oracle and CampusEAI to validate our architectural approach.

As work progressed on the architecture side, effort was put into addressing the priorities established by Academic Affairs. As a result of the work of the Academic Advising Portal Committee, a new advising profile, which combines much data relevant to supporting an advisor in working with advisees, was developed. Since e-campus will serve as a bridge for service applications for the portal, the advising profile has been implemented there and is available to both students and their advisors. Additionally, new degree progress functionality that allows for "what if" analysis by program as well as course was implemented in e-campus. A revised degree progress report is in progress.

In order to prepare for expanded constituencies in the portal environment, a project to extend use of the JMU electronic identity (e-ID) was launched and the December 2005 and May 2006 graduates retained their ability to use their e-ID to access e-campus services and set forwarding e-mail records. Additional work to determine the best approach for expanding this will be reviewed as part of an identity management project which will be launched as a complement to the portal/content management work.

Plan for Oracle/Peoplesoft merger

The Oracle/PeopleSoft merger is progressing and staff from IT have been actively participating in discussions with Oracle/PeopleSoft regarding the future of the products the university owns. The university procured Oracle's Internet Application Server suite to prepare our staff for the architectural changes that will come over the next months. These include the option to use Oracle technologies across the board. We are closely monitoring developments to ensure the university is prepared to adapt as required to ongoing changes.

Continue to enhance network connectivity and provide better service

• All shared hubs were replaced with switch technology in the Bluestone dorms.
• Wireless service was installed in all eight buildings and the Quad.
• A list of 10 buildings was identified for re-wiring. Only buildings scheduled for renovation were rewired.
• Worked with Telecom in identifying the next eight buildings to be rewired, but were unable to complete due to lack of budget dollars.
• The following buildings were upgraded from hub to switch technology: Alumnae, Health Center, Johnston, Sheldon, Maury, Moody, Grace, Shenandoah, Cardinal, Eastover, Denton, Chandler, Eagle, Shorts, Chappelear, Dingledine, Ikenberry, Frederickson, White, Weaver, Huffman, Garber, Hanson, Hillside and McGraw-Long.

Reduce use of sensitive data

In conjunction with the university's data managers, we have been evaluating the use of sensitive data in the critical central applications. HR, SA and Finance now restrict access to SSN in all end-user queries. The use of SSN has been restricted in other systems and has been eliminated from interfaces with the Card Center and Telecommunications. Work is continuing in order to identify the other systems using sensitive data. A Sensitive Data Questionnaire was distributed to all VPs, Deans, Directors and Department Heads to better identify these systems. The responses are currently under review and an action plan is being developed to address these. An education campaign is also being planned.

Research and prepare for designing a datacenter environment that will meet our long term needs

• Met with the design and engineering teams and received a tentative plan for establishing a center in JMAC3. Three different cost approaches were identified including a complete facility. The other plans consisted of a phased approach. We are awaiting a funding decision.
• Organized into three OS teams in the systems area.
• Procured and installed multiple monitoring systems enhancing our ability to respond and be proactive.

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

• The security awareness website was updated in the spring giving our users the latest security information.
• Additional security technologies have been procured and installed on the Internet and core systems' network components giving us proactive monitoring capabilities.
• New automated patching software was deployed over the past year during the File & Print migration.
• Implemented a "Default Deny" policy at our internet border.
• Continue to work with Internal Audit and their external partner Solutionary to perform quarterly vulnerability scans and respond to their findings.

Support the division heads decision on use of document imaging technology

The systems was selected and procured and implementation planning has begun. The committee reviewed products that were currently under contract with other state institutions and we chose the product that is being used by Virginia Tech. The procurement of the software and hardware has been completed. A position was allocated to IT for this area and the new employee has been hired. Installation of the product has been scheduled.

Pursue new strategic alliances with external partners - Oracle/PeopleSoft, Microsoft, Cisco Systems

Meetings have been held with Oracle/Peoplesoft, Microsoft and Cisco regarding formal strategic alliance agreements. All three companies are interested but are somewhat concerned with a formal document passing through their legal teams. Currently evaluating other strategic alliances to see if they can be used as models. We are currently negotiating a Campus License Agreement with Microsoft and we hope to build the strategic alliance language into the Agreement. We may try similar strategies with Oracle and Cisco if we are successful with Microsoft.

Faculty/Staff Computer Assessment Testing

Assessment in Microsoft Office 2003: Access, Excel, PowerPoint, Word, and Windows completed and went live March 1, 2006. Participants are signing up and completing the assessment.

Desktop Management for Faculty/Staff Computers

Phase I has been completed (May 23, 2006) with all departments being migrated to the new, upgraded NetWare environment. Starting in September 2005, migrations were conducted every Tuesday and Thursday. This required tremendous effort and time commitment from staff to accomplish, as every department of the university was affected. All faculty and staff were sent a survey about the satisfaction with the recent Novell Netware Upgrade. Results showed a 90%+ overall satisfaction.

HelpDesk Marketing Plan

Developed a coordinated marketing strategy for the Computing HelpDesk to increase visibility of services and resources and to clarify the role of the HelpDesk.

Marketing Accomplishments:

• Developed and maintain a clear, easy to use and up-to-date catalog of HelpDesk services that offers a clear and consistent message about the HelpDesk goals, services and resources.
• Improved existing communications to include the HelpDesk website, HelpDesk voice mail options, standardized HelpDesk greeting, e-mail correspondences, and signature to better integrate information about the Computing HelpDesk.
• Expanded outreach activities to market HelpDesk services.
• Expanded communications to market the HelpDesk and its services.
• Recognized and marketed our successes.

Additional Accomplishments

• Technology Satisfaction Survey results reported 96% satisfaction by faculty and staff and 95% satisfaction by students.
• Implemented Single Call Entry system in Remedy. Previously IT used a complex call-tracking system in which each work group had its own call entry form, and transfers between work group's results in new entries being created in separate forms. In the present system there is one call entry per problem or issue. Each work group has its own view of a common form and ownership of the call entry changes when the call is transferred between groups, but new entries are not created.
• With other IT areas, implemented the Oracle Calendar system for faculty and staff use. This system takes the place of the Netscape Calendar system. So far, approximately 1200 users have been provisioned in the system.
• New training programs implemented: JMU Time Entry (JMUTE), eVA quick Quote, Finance 8.8: Reading Reports, Finance 8.8: Credit Card Reconciliation and Oracle Calendar.
• Developed a Quick Start site for student orientation- now the only web link in the One Book. It is marketed on ink pen give-a-ways, on the main HelpDesk web page and in the OneBook.
• Deployed 46 kiosk computers to numerous locations around campus. These machines are managed by specialized software that keeps them secure and allows for remote administration and updating.
• Tracked and recognized participants (36) who competed the Microsoft course offerings for Word: Basic, Intermediate and Advanced, Excel: Basic, Intermediate and Advanced, PowerPoint: Basic and Advanced and Access: Basic and Intermediate. Course completion certification ceremony was held in December.
• Worked with the College of Education to order, install and setup equipment for two new wireless, mobile labs, and a 15-seat general use lab in Memorial Hall.
• Worked with Telecom to phase out the CampusLink service, and establish a relationship with a vendor, Access Technology, to provide dial-up ISP service to those who desire it.
• Worked with Bookstore staff to create a service brochure as a post-sales document for students who purchase computers through the bookstore. The document defines service and warranty information to clearly establish expectations.
• Replaced old test scoring system.
• Completed the migration of all critical data over to the new Clarion storage system.
• Fully populated our centralized Active Directory Database to position us for setting-up trusts between other AD directories in the academic areas.
• Upgraded our email application and replaced all mail stores with new servers and disk arrays.
• PC Services migrated from the old EMPAC system to their new Asset Management system.
• Completed roll-out of JMU Time Entry eliminating paper process around submissions of hours for wage employees. The process supports both the entry and approval of these hours.
• Completed roll-out of e-Training for J-Ess. This provides employees the ability to search and register for classes offered through IT training, HR, Finance and Facilities Management.
• QuikPay, infiNet's solution for e-billing and e-payment via credit card or electronic check went live on July 6th. E-campus was modified to encrypt and send data about the student to the QuikPay site where the student can view their e-bill and use other functions provided by infiNet. The program to produce the data for the e-bill was moved into production and UBO will produce the first file July 27th.
• QuikBILL was expanded to include real-time payment notification and current account activity information. With these changes, students and their parents (or whomever they designate as a payer) will be able to use one source to see current account status and verify when payments have arrived at JMU. Previously, electronic bills were only being produced once a month. During the month, as payments were made and charges accrued, they were not appearing on the QuikBILL website. It was not until the next bill was produced that the latest account activity was available to the payer.
• Support the roll-out of the Credit Card reconciliation. This impacted not only the application team, but the security team.
• Support for move from American Express to MasterCard. This move required extensive programming since no process to support MasterCard formats is provided with the software.
• Multiple enhancements were completed for Financial Aid - ability to accept/reject awards on-line, provide mechanism for faculty to track attendance in support of FA regulations and support for entrance/exit interviews.
• Created grading enhancements in support of elimination of paper grade mailers. Mid-term grades are now viewable via e-campus and the ability to upload of Excel files for mass grade entry was provided.
• Added official transcript request to e-campus.

Staff Recognition, Professional Development, and Training

• Mohammad Sumbal received the Administration and Finance Customer Service Award, www.jmu.edu/computing/helpdesk/recognition.shtml
• Best of the 'Burg - The students voted the JMU HelpDesk as Best Computer Repair in the 'burg for 2006.
• JMU Computing HelpDesk's Customer Service Week contests mentioned in 'Getting Ready for Customer Service Week 2005', SupportWorld, July/August 2005, p13.
• Support World Magazine Recognition - Tom Hardbarger passed the Help Desk Analyst Certification Exam as listed under 'HDI Training and Certification, SupportWorld, March/April 2006, p31, James "Jamie" Johnson passed the Help Desk Analyst Certification Exam and Herbert "Tom" Hardbarger and Travis Ward passed the Customer Support Specialist Certification Exam as listed under 'HDI Training and Certification, SupportWorld, Sept/Oct 2005, p28; Tom Hardbarger and Travis Ward passed the Customer Support Specialist Certification Exam as listed under 'HDI Training and Certification, SupportWorld, Sept/Oct 2005, p28.
• Dale Hulvey completed the IMPACT3 Leadership program.
• Lisa Kiracofe was appointed to PeopleSoft/Oracle TAG.
• Pete DeSmit was appointed to PeopleSoft/Oracle PAG.
• Don Barstow, Liz Stickley, Linda Montgomery, Mohammad Sumbal and Rich MacDonald participated in the JMU Success series.
• Computing support staff attended the following conferences: SIGUCCS, ResNet, LabMan, HEUG, HelpDesk Institute, American Society for Training & Development, and the VASCAN conference held at JMU. The staff also obtained training in the areas of Remedy Asset Tracking Management, computer forensics, Mac Tiger Troubleshooting & Utilities, and How to be a Dynamic Trainer. Select HelpDesk staff received certification from the HelpDesk Institute in the areas of Customer Support Specialist, HelpDesk Analyst, and HelpDesk Manager.
• Information Systems' developers attended training for CBT-Tools (security for 8.9), RAC training for Student Administration 8.9 and Oracle 10g. The AIS team obtained WebLogic training.
• All PC Services technicians received their Dell re-certification and two received their Apple certification.