Information
Technology Activity
Contact Information
Technology
Anytime Support Desk
Available 24 hours a day,
7 days a week
(310) 506-HELP (4357)
or (866) 767-8623
Tech Central
for Students
Payson Library, 2nd Floor
Mon. - Thur. 10:00 am- 8:00 pm
Fridays 10:00 am- 6:00 pm
(310) 506-4811
Office of the Vice
Provost and Chief
Information Officer
(310) 506-4501
Request IT Services
http://services.pepperdine.edu/it
/forms
and Status Report
May 2010
Announcements for Faculty and Staff Meetings
Photo Class Rosters Now Available for Previous Years. Fac-
ulty and instructors can now view photo class rosters of students from pre-
vious courses. In early May, the PeopleSoft team published modifications to
the existing photo class rosters in WaveNet allowing instructors to view
photo rosters for past courses beginning in fall 2008 and for courses with
more than 250 students. Read the full story and view a sample photo class
roster. View instructions on how to access the photo class rosters.
New Laptop and Desktop Recommendations for Institu-
tional Purchases. Pepperdine IT staff recently assembled a new institu-
tional purchasing section of the Computer Store website to guide budget
managers, faculty, and staff as they purchase laptops and desktop computers
for office use. The website contains a step-by-step computer buying guide
to ensure that the computing needs of faculty and staff are met and newly
purchased computers are compatible with Pepperdine's systems.
Administrative Support for Schools
Pepperdine Faculty Pilot Test iPad for Classroom Use. Four
Pepperdine faculty are working with the Technology and Learning group to
prepare to pilot test the Apple iPad in their fall 2010 courses. Owen Hall, Jr.
(Graziadio School of Business and Management), Chris Heard (Seaver Col-
lege), Bernie James (School of Law), and Tim Lucas (Seaver College) are
involved in the pilot study.
New Elluminate Live! Connection Created for Sakai. Ellumi-
nate, a virtual classroom and online collaboration tool, just released a new
modification for its Sakai module that is immediately available to Pepperdine
faculty and instructors. This modification allows faculty to take advantage of
useful features such as assigning moderator and participant roles and
1 Information Technology Activity and Status Report, May 2010
viewing recordings without leaving the Sakai environment. For support and more information, please
visit the Technology and Learning website and sign up for a free consultation with a staff member.

Sakai Integration with Pepperdine's Anywhere Storage Application Being Ex-

plored. The Technology and Learning group is currently exploring the option to integrate Sakai with
Anywhere Storage (storage.pepperdine.edu). Every Pepperdine instructor, staff member, and student has
access to one gigabyte of personal, secure, and sharable online storage space through Anywhere Stor-
age. Integration with Sakai will offer faculty the valuable option to use Anywhere Storage to host course
materials used in multiple courses or across several semesters and to simply link to the materials from
inside Sakai. Visit the IT website for more information about Anywhere Storage.

New Manager for Drescher Campus Computer Lab. Information Technology staff mem-
ber Erik Rush was selected from a large pool of internal and external candidates for the Drescher team
lead position. Recruitment and interviews for the position were conducted with key staff members from
the Drescher community. His previous position will be filled in the coming weeks. Drescher lab hours
and contact information.

Administrative Support for the University

EIS Formally Engages University Partners on PeopleSoft Projects. In addition to sev-
eral school-specific meetings, the Enterprise Information Systems team is now holding monthly meetings
with University partners to discuss technical projects and upgrades that affect PeopleSoft applications
and the WaveNet portal. The University partners include Michael Stamper, Sheryl Kelo, Phil Bohl, and
John Kim.

Implementation and Testing for Pepperdine ID Card Web Deposits Begins. Pep-
perdine IT is collaborating with a vendor to begin implementing the One Card Web Deposits system at
Pepperdine. The system will allow faculty, staff, and students to access a secure website and use a credit
card to add value to their ID card. Testing of the new system will commence in early June. For more
information please email Jonathan See at Jonathan.See@pepperdine.edu.

Seventy-two Individuals Use Lynda.com in First Quarter. Lynda.com, an online training

library, was made available to Pepperdine faculty and staff in early February 2010. Since its inception, 72
faculty or staff have used the online training library and 88 percent of users were satisfied or very satis-
fied with the service. Other users asked to extend the two-week limit for reservations. To read more or
to make a training reservation visit the Lynda.com page on the Pepperdine IT website. Lynda.com offers
over 700 online software courses such as Microsoft Office and Photoshop.

Malibu's Payson Library to Deploy NComputing. This summer Pepperdine IT staff will
work closely with Payson Library to deploy 12 virtual computing units in the Keck Reading Room on
the Library's first floor. NComputing is a virtual computing technology that allows one personal com-
puter to support three computers. This technology reduces the replacement cost of a personal com-
puter by approximately 66 percent and requires only 20 percent of the energy of a typical personal
computer.

Technology Support Concludes for Bible Lectures. The 67th Annual Pepperdine Bible
Lectures took place May 4-7 on Pepperdine's Malibu campus. Presentation Services and additional IT
staff underwent weeks of planning and coordination to support the conference's 282 classes and 330

2 Information Technology Activity and Status Report, May 2010

program participants. Participants represented 44 states and 22 foreign nations. Pepperdine IT joins the
University in celebrating the success of this conference.

Pepperdine Anytime Support Help Desk Implements New Ticketing System. On

May 3, Pepperdine and SunGard Higher Education implemented a new software tracking system to
manage technology requests. The new, more robust Service-now system allows Pepperdine to use tech-
nology request information to better support faculty, students, and staff. In addition, Service-now con-
tains an excellent reporting mechanism that will help Information Technology identify recurring issues
and therefore develop better training and troubleshooting support for the community.

Infrastructure, Systems, and Networking Updates

New Cisco Telephone Infrastructure Readiness Assessment Completed for West
LA Campus. IT staff recently completed an infrastructure readiness assessment at the West LA cam-
pus to prepare for this summer's deployment of the new Cisco telephone system. The new telephones
will be given to over 400 faculty and staff. The readiness assessment included reviewing existing electron-
ics and ensuring that the building infrastructure can support the new system. Next steps in the project
include preparing for the transfer of existing telephone extensions into the new Cisco system.
Read more about this project on the IT website.

IT Staff Assess Wireless Access in Malibu Campus Apartments. A team of IT staff

members is working with various students to troubleshoot wireless access issues that have been re-
ported in the Towers apartments. Any updates or improvements to the wireless access will be finished
during the summer term.

New Cable TV Contract Will Affect Access on Campus. Charter Communications, the
University's cable television provider, is up for contact renewal this summer. Information Technology is
leading the effort to renew the contract. Some cable subscribers may need to establish separate con-
tracts with Charter Communications for cable television access.

Administrative Support - Software Tools

WaveNet Receives Multiple Upgrades and Improvements. The PeopleSoft and Wave-
Net teams have been working together to improve the work process and end user experience in
WaveNet. This list highlights a few of the significant accomplishments put into production in the past
two months.
• The WaveNet Uppercase Login Problem Solved. Approximately a year ago, an unexpected
change by the PeopleSoft vendor caused IT staff to implement an uppercase-only username to
log into WaveNet. This past month, IT staff members developed a fix to transform usernames to
all capital letters when the login button is clicked. Faculty, staff, and students can now enter upper-
case, lowercase, and mixed-case usernames on the WaveNet login screen without issue.
• Photo Class Rosters Now Available for Previous Years. Faculty and instructors can now view
photo class rosters of students from previous courses dating back to fall 2008.
• Finance Area of WaveNet Cleaned. Together, the University's Finance and IT staff reviewed the
“Requisition Process” and “Budget and Accounting” columns under the "My Work" tab in Wave-
Net and made several changes to enhance usability, including cleaning out unused and duplicate
links.

3 Information Technology Activity and Status Report, May 2010

 • WaveNet's "My Work" Tab Loads Faster. Due to recent upgrades in WaveNet, the Pepperdine
community will notice that the My Work tab loads approximately 10 seconds faster than it did
previously. To further improve the overall performance of a WaveNet session, users are encour-
aged to click on the "Personalize" icon inside the WaveNet portal and un-check boxes for infor-
mation they do not wish to see.

Single Sign-On for WaveNet Coming Soon. The Central Authentication Service (CAS) is a
single sign-on service used for Pepperdine web applications. The term "single sign-on" means that one
login with a Pepperdine NetworkID and password gives access to all applications that use the single
sign-on service, without having to sign in repeatedly. The WaveNet team is currently collaborating with
University partners to identify all external connections to WaveNet. The team plans to make WaveNet
accessible via single sign-on beginning on July 1, 2010.

Other News
IT Staff Meet IT Department at University of Akron. The implementation team for No-
lij, Pepperdine's newly implemented document management system, met with IT staff from the Univer-
sity of Akron to discuss the implementation of Nolij at both schools. The Pepperdine team provided
valuable insight into the implementation process and offered suggestions on how to create additional
integrations with human resources, finance, and business systems. The Akron team shared their insight
regarding the latest vendor upgrade to the Nolij system, which Pepperdine has not yet implemented.

Presentations
Dr. Chester Presented Web Conference on "Optimizing the Lean IT Organiza-
tion." Timothy Chester spoke to approximately 25 institutions via a two-part web conference on how
campus CIOs can best optimize their resources and staff to provide the most value for their communi-
ties. Dr. Chester highlighted the "new normal" for CIOs and offered suggestions for maximizing the or-
ganizational structure of IT and making the most of staff positions by establishing competencies that go
beyond the basic technical requirements of the position.

Pepperdine Faculty and IT Staff to Present at Sakai Conference in June. Several

faculty and staff have been accepted to present at the national Sakai conference in Denver, Colorado
from June 15-17. Information on the presenters and presentation topics is available on the Technology
and Learning website.

In The News
Campus Technology Publishes iPad Article by Dr. Chester. On May 5, 2010, Campus
Technology, a higher education technology magazine, published an article by Timothy Chester, which de-
fines the current predicament CIOs are facing when it comes to supporting Apple's newest invention,
the iPad. Dr. Chester suggests a middle-of-the-road approach that safely and cost-effectively allows for
testing and support of the device on campus. Visit Pepperdine IT's website for the latest recommenda-
tions and iPad support on campus.

4 Information Technology Activity and Status Report, May 2010

Benchmarks and Accountability
Anytime Support Help Desk Statistics for April. During April 2010, there were 1,957 re-
quests for support managed through the Anytime Support Desk. Of these requests, 87 percent were
resolved within one day and 94 percent were resolved in fewer than five days. The average wait time for
individuals calling the Anytime Support Help Desk was 49 seconds. Eighty-five percent of the requests
were resolved on the first call.

Online Requests. In April 2010, there were 188 additional requests for support managed through
online web request forms. The top two types of online requests were audio-visual service (62) and de-
partmental phone service (30).

Anytime Support Desk User Survey Results for April. Through an automated feedback
process, all Anytime Support Help Desk callers have the opportunity to complete a web-based satisfac-
tion survey. In April, 194 (10%) of 1,868 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 Communi- Resolution

Month
Rate Satisfaction Timeliness Set cation Timeliness
February 9% 7.72 7.99 8.25 7.88 7.89
March 9% 8.03 7.74 8.30 8.00 8.10
April 10% 8.12 7.92 8.25 8.00 8.06

Staff Support by Major Area. All Pepperdine IT staff allocate their day-to-day efforts using client,
project, and task codes; using this data, total division-wide staff effort for April 2010 was distributed as
follows:

University Administration Support 1,663 hours 11.37% $74,033.89

Colleges, Academic Affairs 2,958 hours 20.23% $83,036.52

University-Wide, Common Services 4,564 hours 31.00% $207,823.57

IT Administration and Management 3,547 hours 24.26% $133,261.41

General Overhead (Leave, Holiday) 1,891 hours 12.93% $74,173.27

Total: 15,437 hours 100% $572,328.66

Support for Schools. Pepperdine IT staff effort provided to Pepperdine schools, is as follows:

Month Seaver GSBM GSEP SOL SPP

February 55.02% 24.28% 18.44% 0.56% 1.69%

March 51.15% 23.95% 21.91% 0.86% 2.14%
April 56.85% 21.40% 19.35% 0.22% 2.19%

How to Subscribe to this Report. If you would like to be added to the distribution list for this
report, please contact Dana Hoover, communications manager, at extension x4948. The Monthly IT
Status Report archive is available online at services.pepperdine.edu/it/about/status-reports.htm.

5 Information Technology Activity and Status Report, May 2010