Information
Technology Activity
Contact Information
Technology
Anytime Support Desk
Available 24 hours a day,
7 days a week
(310) 506-HELP (4357)
Tech Central
Payson Library, 2nd Floor
Mon. - Fri. 9am - Noon
Sat. 1pm - 5pm
(310) 506-4811
Office of the Chief
Information Officer
(310) 506-4501
Request IT Services
http://services.pepperdine.edu/it
/forms
and Status Report
August 2009
Announcements for Faculty and Staff Meetings
Anywhere Storage Now Available for Pepperdine
Community. One gigabyte of online storage space is now available for
all faculty, staff, and students. In addition to storing documents, the software
will allow file sharing and collaboration. To access your storage, visit
http://storage.pepperdine.edu and log in using your Pepperdine user name
and password or click on the Storage icon in the WaveNet portal at
http://wavenet.pepperdine.edu
Nolij. Pepperdine’s New Imaging System Launches this August. Nolij is
being used throughout the University to manage new files including student
and alumni records. Pepperdine IT has converted nearly all 5.5 million
documents previously stored in Stellent into Nolij (pronounced “knowl-
edge”) and the staff is now testing an application that will allow all form
data in Nolij to be processed through the Connection to Community
(C2C) portal and for a status log to be generated. This application will allow
record changes to be scanned into Nolij and automatically update the C2C
database. Seaver College Admission will soon receive a newly-developed
applicant check-list system that will use the application being tested by the
IT staff to allow users to make updates directly in the Nolij interface. Nolij
will automatically convert those updates for the C2C portal. To learn more
about how to use Nolij, email Danna Gianforte at
danna.gianforte@pepperdine.edu or call 310-506-4642.
CDW-G Discount Increase. Pepperdine IT has renewed its volume
pricing agreement with CDW-G, an online warehouse for technology prod-
ucts. The Pepperdine community can now receive larger discounts on items
such as desktop computers, laptops, data storage, and memory. In addition,
they will receive FREE lowest-ground freight shipping on all orders within
the 48 contiguous United States. These discounts are extended to personal
purchases as well.
For your technology needs, shop online at
www.cdwg.com/pepperdine.
Information Technology Activity and Status Report, August 2009
Manufacturers typically list this as 802.11a/g or 802.11a/g/n. Contact Tech Central for assistance with
ordering computer equipment at http://services.pepperdine.edu/techcentral/ or call extension 4527.

Pepperdine IT Summer Initiatives. Attached to this report is a list of summer projects. For
more details about a particular project, contact the appropriate IT director listed on the chart.

Faculty Support and Services

Sakai Pilot Launched at Pepperdine. Sakai, an alternative learning management system to
Blackboard, is being piloted this fall by several Pepperdine faculty and instructors. Thirteen members of
the Pepperdine University community, including eight faculty members representing all five schools, at-
tended the annual Sakai conference this July in Boston to learn more about Sakai and to discuss imple-
mentation of the Sakai pilot at Pepperdine. The Pepperdine IT Technology and Learning group continues
to work directly with faculty members who have expressed interest in piloting Sakai this fall. The group
is assisting faculty with course site setup and hands-on training. The group will continue to research best
practices to better meet faculty members’ needs. Sakai support and tutorials for faculty and students are
available online at http://tinyurl.com/pepsakai. In addition, school and IT support staff have received train-
ing in Sakai so that they can better assist faculty and students. Please use these staff members as a re-
source. If you are unsure who your school and IT support staff are, contact Gerard Flynn. Look for fu-
ture notices about faculty training, Sakai screencast tutorials, and enhanced online documentation this
fall. If you or your department is interested in learning more about Sakai or would like to participate in
the Sakai pilot next spring, contact Gerard Flynn via email at Gerard.flynn@pepperdine.edu or call
x7264.

Learning Management Systems Study Initiated. Pepperdine IT Technology and Learning is

conducting a study regarding faculty’s use and satisfaction with learning management systems (LMS)
such as Blackboard and Sakai. In addition to exploring current faculty usage of the systems, suggestions
are being collected regarding LMS features desired by faculty and instructors. A faculty survey was ad-
ministered in spring 2009 regarding the level of satisfaction with the LMS used by Pepperdine faculty;
there were 181 respondents. Feedback from this survey will be used to develop recommendations for
the larger study. For more information regarding the LMS study, or to find out how you or your de-
partment can participate, contact Gerard Flynn via email at Gerard.flynn@pepperdine.edu or call x7264.

Blackboard Upgrade Postponed. With the introduction of the Sakai pilot this fall and the sig-
nificant feature changes that come with the Blackboard 9 upgrade, Pepperdine IT is postponing this up-
grade until next spring.

Faculty Training Report. As part of an ongoing effort to support faculty, Technology and Learning
worked with Dr. Joy Asamen of the Graduate School of Education and Psychology (GSEP) to develop
the layout and structure of an effective wiki space for the education and psychology divisions to share
and post their program reports and academic evidence. In addition, the team trained a senior GSEP
administrator in the use of Google Apps at Pepperdine. At the Graziadio School of Business and Man-
agement, Technology and Learning provided Excel training for office staff that covered features such as
highlight duplicates, remove duplicates, sorting, and filtering. This training will help the staff to quickly and
effectively clean and use data extracted from C2C for their programmatic needs.

Faculty Training Events Offered this Fall. The fall training schedule for faculty and instructors
is being developed. Topics will include: Sakai in 60 Minutes, Sakai Gradebook, Blackboard in 30 Minutes,

Information Technology Activity and Status Report, August 2009

Blackboard Grade Center, Elluminate, and Turnitin. An email with training registration information will be
circulated in mid-August to department chairs. Please encourage faculty to review the offerings and to
register immediately. If there is a desire for a technology training topic that is not listed in the new
schedule, contact Gerard Flynn via email at Gerard.flynn@pepperdine.edu or call x7264.

Online Course Evaluation Project Underway. For the past year, the University has been
piloting online course evaluations; each school is currently at a different stage of testing and implementa-
tion. This summer, GSEP and the School of Law conducted their own online evaluations with the course
evaluation vendor. The vendor is set to release a new tool in August that will allow C2C data files to be
automatically uploaded into the online course evaluation system. This tool will make it easier for the
academic community to set up their own online evaluations.

Student Services
GoPrint Installed for Students. The GoPrint application has been installed on all University
copier/printers in public areas that primarily serve students, such as the libraries and computer labs. Stu-
dents can now print directly to copier/printers on their campuses.

University Transcripts and Enrollment Verification System Updated. Students can

now place orders for University transcripts and enrollment verification letters via a link in the C2C por-
tal. To access the link, log into WaveNet, click on “Academic Resources,” and then click on “Academic
Services.” Next, click on “National Student Clearinghouse,” followed by “NSC,” and select the desired
document.

New Convocation System Assessment Underway. Pepperdine IT is working with Student

Affairs, to design a new application to manage Convocation attendance and reporting. An assessment is
underway to determine if the application should be added to C2C or created as a custom web applica-
tion.

Student Judicial Action System Migration in Progress. Pepperdine IT’s Information Serv-
ices and Connection to Community teams are helping Student Affairs migrate their files to a new web-
based judicial action system, which will provide better tracking and reporting features.

Infrastructure, System, and Networking Updates

Elkins/AC/RAC Remodel Underway. The IT staff continues to support the remodeling of the
academic buildings in the center of the Malibu Campus. IT staff are preparing the network, infrastruc-
ture, wireless services, and audio/visual equipment for the buildings. New classroom technology is cur-
rently being installed in the recently remodeled classrooms in the Rockwell Academic Center (RAC).
Each classroom will be equipped with a projector, computer, advanced control unit, multiple videocon-
ference units, and an integrated technology desk for the instructor.

University Data Center is Going Green! Pepperdine IT is currently working with Facilities,
Maintenance and Planning to measure the power that could be saved if Pepperdine University’s Data
Center is hosted virtually (via cloud computing) rather than onsite. Many activities, such as this one, have
been undertaken to manage energy consumption in the University community. As the University’s de-
mand for storage and processing capacity rises, IT is working to find powerful, yet efficient solutions to
meet increased demand for energy.

Information Technology Activity and Status Report, August 2009

Malibu Campus Cellular Tower Update. IT staff continues to work with vendors to improve
cellular phone coverage on campus for the following carriers: AT&T, Sprint, T-Mobile, and Verizon. Per-
manent cellular towers will be located by the Appleby Center. AT&T and Sprint have started construc-
tion, Verizon is upgrading its existing equipment, and T-Mobile will begin installation in six months.

Psychology Clinic Scheduling Tool Installed. A new client scheduling application, Titanium
Scheduling, has been installed for GSEP. This database-style program is being used to schedule clients and
maintain client records. In order to comply with patient privacy rights, the server dedicated to Titanium
has strict access control and encryption.

Tyler Campus Center (TCC) Wireless Upgraded. The Pepperdine IT Network Engineering
team has completed a network design to enable the new wireless system in TCC to effectively support
a large number of simultaneous users in the main dining area, particularly in situations where the build-
ing is used as an emergency shelter.

Network Upgrade for Baxter Drive Residences. Pepperdine IT Systems and Networking is
replacing the antiquated DSL equipment in Baxter Drive residences with new equipment that has en-
hanced features such as voice and data integration and higher maximum download speed of 6 megabits
per second. To date, ten residences have been upgraded. The project is scheduled to be completed by
the end of August.

Mainframe Decommissioned. The mainframe, which was replaced by the Connection to Com-
munity portal, was turned off at the end of July. To access data previously stored in the mainframe, please
use the C2C query tools. For more information, contact Danna Gianforte via email at
danna.gianforte@pepperdine.edu or call x4642.

Information Technology Activity and Status Report, August 2009

Benchmarks and Accountability
Anytime Support Desk. During July 2009, the average wait time for individuals calling the Anytime Support
Desk was 23 seconds. There were 1,643 requests for support managed through the Anytime Support Desk. Of
these requests, 78 percent were resolved within one day and 88 percent were resolved in fewer than five days.
Seventy-seven percent of the requests received by the Anytime Support Desk were resolved on the first call.

Online Requests. In July 2009, there were 190 additional requests for support managed through online web
request forms. The top two types of requests were for departmental telephone service (60 requests) and network
resources (30 requests). SunGard does not charge the University for support requests that are made directly via
the web request forms. The online forms can be accessed at http://services.pepperdine.edu/it/forms/.

Anytime Support User Survey. Through an automated feedback process, all Anytime Support Desk callers
are provided the opportunity to complete a Web-based feedback survey. In July 2009, 181 (11%) of 1,642 survey
requests sent to customers were completed. The five-question survey uses a “1 to 9” sliding scale with “7.00-9.00”
equal to Excellent.

Response Overall Response Skill Communica- Resolution

Month
Rate Satisfaction Timeliness Set tion Timeliness
July 11% 7.74 7.71 8.01 7.65 7.57
June 9% 7.89 7.78 8.14 7.81 7.67
May 10% 7.74 7.51 8.04 7.68 7.68

Staff Support by Major Area. All IT Division employees are allocating their day-to-day efforts using client,
project, and task codes. Using this data, total division-wide staff effort for July 2009 was distributed as follows.

University Administration Support 894 hours 5.93% $45,771.80

Colleges, Academic Affairs 3,260 hours 21.65% $112,003.13

University-Wide, Common Services 5,165 hours 34.28% $236,858.61

IT Administration and Management 2,741 hours 18.74% $111,511.89

General Overhead (Leave, Holiday) 3,003 hours 19.94% $123,789.46

Total: 15,063 hours 100% $629,934.89

Support for Schools. Of the effort provided to Pepperdine Schools, the breakdown is as follows.

Month Seaver GSBM GSEP SOL SPP

July 50.22% 26.40% 21.56% 0.77% 1.05%

June 51.59% 26.35% 20.58% 0.81% 0.66%
May 53.12% 22.76% 22.80% 0.49% 0.83%

Information Technology Activity and Status Report, August 2009

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