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
Technology and Learning
for Faculty
http://services.pepperdine.
edu/techlearn/
techlearn@pepperdine.edu
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 2011
Announcements for Faculty and Staff Meetings
Email Access Made Simple via Email.pepperdine.edu.
Faculty, staff, and students can now access their Pepperdine email online by
visiting https://email.pepperdine.edu. This service was created by Enterprise
Information Systems staff Scott Bolan and Sean Fife to direct all Webmail
and Google Apps users to one place to access email online.
Security for Pepperdine Email is Increased. On Tuesday, May
10, 2011 at 6:00 pm, Information Security will be upgrading the spam filter
for inbound and outbound Pepperdine email. The new spam filter, which
operates in a similar way to the existing filter, requires an extra click to
released blocked email messages. More information about the upgraded
spam filter may be found at https://services.pepperdine.edu/it/email/spam/.
The existing filter will be deactivated on Tuesday, May 24 and you will no
longer be able to recover messages that were blocked by this filter. To log in
to the existing spam filter and view your settings click on the following link:
https://spamtrap.pepperdine.edu:28080/.
Canon Copy Codes will Change this Summer. This July, as an
extra security measure, Information Technology (IT) will be replacing all 5-
digit codes, which are used to access the Canon copiers, with new 6-digit
codes. Prior to that each major area budget managers will receive a list of
their department's old and new codes as well as unused codes that will be
deactivated. Analysis has revealed that departments are using only 50
percent of 700 active copy codes; therefore, all copy codes that were not
used in fiscal year 2011 (from August 2010 through July 2011) will be
decommissioned. Should you have questions, contact Jerry Hoover at
jerry.hoover@pepperdine.edu.
1 Information Technology Activity and Status Report, May 2011
Administrative Support for Schools
Don't Miss New Blended Learning Workshops. In May and June, the Technology and
Learning group is hosting a series of workshops focused on blended learning, which combines online
learning and face-to-face lectures. These workshops will be offered at the West Los Angeles and Malibu
campuses and will give faculty hands-on experience with blended learning.

• Blended Learning Course Redesign. In this session learn the basics of course redesign and
learning outcomes associated with blended learning. Click here to sign up for the Malibu workshop or
the West Los Angeles workshop.
• Blended Learning Tools and Technologies. This session will showcase the specific
technologies used in blended learning programs and will highlight support resources for these tools.
Click here to sign up for the Malibu workshop or West Los Angeles workshop.
• Blended Learning Academic Integrity and Copyright. With many emergent
technologies that encourage sharing and collaborating among peers, what is being done to protect
and ensure academic integrity? This session will discuss this and other topics on copyright issues and
laws. Click here to sign up for the Malibu workshop or West Los Angeles workshop.

Inaugural Technology and Learning Faculty Conference this Fall - September 14,
2011. On Wednesday, September 14, the Technology and Learning group will hold the inaugural
Technology and Learning Faculty Conference. This conference will provide an insightful and inspiring
showcase demonstrating how Pepperdine faculty can use technology to enhance learning. This
conference is free to all faculty and serves as a valuable resource to learn about new technologies that
are affecting student learning. Workshops will be held for faculty members who would like to
experience new technologies. To learn more about this conference, contact Hong Kha at
Hong.Kha@pepperdine.edu.

Two Convenient Enhancements Added to Courses. Based on student and faculty

feedback, Courses users can now readily customize the order and number of site navigation tabs, and
faculty can more easily publish their course sites after they are created. For more information about
these new additions to Courses, visit the Technology and Learning website.

Webinar Introduces Faculty to Social Media Use in Classrooms. On April 25, more
than 15 faculty and staff members attended a social media webinar simulcast at the Malibu and West
Los Angeles campuses. Attendees learned the definition of social media, tips for its effective use in
teaching and learning, and how to prevent privacy violations when using media tools such as Facebook,
Twitter, and wikis in the classroom. All faculty are welcome to contact the Technology and Learning
group to set up one-on-one consultations to learn more about using social media in their classes. To
submit a request for a consultation visit the following link: http://services.pepperdine.edu/techlearn/
services/request.htm.

2 Information Technology Activity and Status Report, May 2011

Administrative Support for the University
Do You Need to a Refresher Course on Information Security Policies? For the past
three months, Information Technology’s Information Security Office (IT ISO) conducted a variety of
information security training sessions and briefings to help the Pepperdine community review important
University security policies and action items to ensure the trust and integrity of the University. If you
would like more information on scheduling a training session for your department, please call
Information Security at (310) 506-4040 or write to infosec@pepperdine.edu.

• Natural Science and HUTE Faculties Attend Information Security Training. In

March, Chief Information Security Officer Kim Cary spoke with the Natural Science and Humanities/
Teachers Education divisions of Seaver College about important information security practices. Cary
focused on security action items for faculty, including securing accounts and workstations and cleaning
up restricted information.
• University Managers Enhance Information Security. In April, 133 managers and
supervisors attended the annual Information Security Briefing. These meetings, sponsored by Finance,
Equal Opportunity, and Information Security, were held at the Malibu and West Los Angeles
campuses.
• Graziado School Academic Affairs Enhances Security with "Phishing" Training.
On May 3, the Academic Affairs department invited IT ISO to teach staff how to assist in securing
student and business information against scams designed to trick individuals into giving up accounts
and other sensitive information; these scams are known as "phishing" attacks. Individuals who attended
this meeting have agreed to be "phished" by IT ISO over the next three weeks to practice what they
have learned.

GSEP Faculty and Staff Invited to Preview the New Cisco Telephone System.
Information Technology will be offering preview sessions of the new Cisco Unified Personal
Communicator system to the faculty and staff of the Graduate School of Education and Psychology
(GSEP) on Friday, May 13, from 9:30 to 10:30 am at the West Los Angeles campus. This technology
merges voice, video, and web conferencing, allowing end users to communicate and collaborate with
instant messaging, quick audio and video conferencing, and desktop sharing.

Ninety-minute training sessions will be offered on Tuesday, May 17 at 9:00 am and 1:30 pm and on
Thursday, May 19 at 10:30 am. Registration information will be sent to faculty and staff via email. For
more information contact Thomas Hoover at thomas.hoover@pepperdine.edu.

Information Technology Staff Analyze TechQual 2011 Data. Over the coming month,
Information Technology (IT) staff will analyze the data and comments collected from Pepperdine faculty,
staff, and students in the 2011 TechQual+ survey. TechQual+ is a national survey instrument that
measures community satisfaction with university technology services. Results from this survey are used
to develop technology strategies, assess priorities, and monitor the effectiveness of technology services.
Analysis shows that more faculty participated this year than in prior years. IT thanks all faculty, staff, and
students who shared their thoughts.

3 Information Technology Activity and Status Report, May 2011

Infrastructure, Systems, and Networking Updates
Moving Student Email to Exchange 2007. Beginning Monday, May 16, Information
Technology's Server Engineering team including Ken Noone and Brian Aasen will be migrating all
student email accounts to newly updated servers over the next two months. The new servers will allow
email users to take full advantage of the new Windows and MAC Outlook 2010/2011 clients. The
migration is expected to be seamless and will occur every night between midnight through 6:00 am. For
more information on this initiative, visit the IT website: http://services.pepperdine.edu/it/newsevents/
alerts/2010/exchange2007.htm

Elkins Auditorium to Receive New Technology this Summer. This summer, IT staff will
work with various groups on campus to begin modifications on the technology in the Elkins
Auditorium. The modifications are being made to better serve the diverse uses of the auditorium
including church services, academic needs, and movie screenings. The upgrades will include a high
definition cinema projector and a user-friendly touch panel control system. The changes are expected to
be finished by spring 2012.

Overwhelming Response to Canon Copier Survey. In March, a survey was sent out to all
departmental liaisons to obtain feedback regarding copier machine usage, needs, and features. An
overwhelming response was received with a response rate of 42 percent. Thank you for all who
participated in the survey. Based on the responses, end users are very satisfied with the copiers. At least
87 percent of the respondents provided a rating of three or higher (neutral, satisfied, or very satisfied)
for six of the seven features.

In addition, as it was mentioned prior, a new functionality will be added to all copiers that allows users
to scan a document and send it to an email. In the coming weeks, all departmental liaisons will receive
an executive summary report of the survey results to be shared with their respective areas. For
additional information or questions about the Canon Equipment Refresh project, please contact Ory de
la Rosa at horacio.delarosa@pepperdine.edu.

Administrative Support - Software Tools

EIS Streamlines Transcript Processing for School of Law Students and Alumni.
Information Technology’s Enterprise Information Systems team including Novita Rogers, Lisa Welch, and
Ryan Kim partnered with staff from the School of Law and the National Student Clearinghouse (NSC),
to develop a process for Law students and alumni to request their transcripts directly from the NSC
site via WaveNet. Prior to this functionality, all transcript requests were routed to Pepperdine's
University Registrar office who then filtered out the law school-only transcripts and forwarded those on
to the School of Law records office. This process not only created extra work for the staff but it
extended the processing time for the requesting student or alumna/e.

4 Information Technology Activity and Status Report, May 2011

Publications and Presentations
Keynote Presentation Given by Dr. Timothy Chester Speaks at Tennessee
Higher Education IT Symposium. The TechQual+ research and survey was featured in a
keynote presentation by Timothy M. Chester, vice provost and chief information officer, at the 2011
Tennessee Higher Education IT Symposium on April 11. This presentation, entitled "Where Do We Go
From Here?", highlighted the need for better assessment and strategic planning practices for Information
Technology organizations if they are to mature toward playing an enhanced advocacy and evangalism
role regarding the transformative potential of technology in education.

Dr. Timothy Chester Speaks at EduSoCal ’11 Conference. Timothy M. Chester, vice
provost for academic administration and chief information officer gave the keynote address at the 2011
EduSoCal conference at Long Beach City College on April 27. In his speech, titled "Technical Skills No
Longer Matter" Chester argues that technical skills are no longer sufficient to ensure that the delivery of
technology services is consistent, effective, reliable, and responsive to end users’ needs.

Pepperdine's iPad Study Presented at EduSoCal '11 Conference. Dana Hoover,

assistant CIO for communications and planning, and Janet Valencia, iPad Research Study assistant,
presented "Students, Apps, and the Classroom Experience: Practical Hands-on" at the 2011 EduSoCal
conference at Long Beach City College on April 27. Hoover and Valencia guided attendees through a
simulated classroom activity using the iPads and shared best practices and lessons learned from the fall
2010 and spring 2011 terms. Hoover also participated in a panel discussion entitled "iPads for Teaching,
Learning, and Research: Case Studies and Discussion" alongside colleagues from the University of San
Francisco and Loyola Marymount University. To read more about Pepperdine's iPad research study visit
the project website at: http://services.pepperdine.edu/techlearn/tools/ipadresearch.htm

Dr. Timothy Chester Speaks to Yale Daily News About TechQual+. Yale Daily News,
April 13, 2011 - Timothy M. Chester, vice provost and chief information officer was quoted in an article
titled "ITS surveys campus users," in which he was credited for inspiring Yale's Information Technology
Services technology survey. Read the article. http://www.yaledailynews.com/news/2011/apr/13/its-
surveys-campus-users/

5 Information Technology Activity and Status Report, May 2011

Benchmarks and Accountability
Anytime Support Help Desk Statistics for April. During April 2011, there were 1672
requests for support managed through the Anytime Support Desk. Of these requests, 79 percent were
resolved within two days and 98 percent were resolved in fewer than five days. The average wait time
for individuals calling the Anytime Support Desk was 49 seconds. Eighty-five percent of requests were
resolved by the Anytime Support Desk on the first call.

Online Requests. In April 2011, there were 163 additional requests for support managed through
online web request forms. The top two types of online requests were: audio-visual service (50) and
network resources request (30).

Anytime Support Desk User Survey Results for April. Through an automated feedback
process, all Anytime Support Desk callers have the opportunity to complete a web-based satisfaction
survey. In April 2011, 170 (10%) of 1636 survey requests sent to customers were submitted. The four-
question survey uses a “1 to 5” sliding scale with “4.00-5.00” equal to Excellent.

Response Overall Customer Resolution

Month Competency
Rate Satisfaction Service Timeliness
February 12% 4.56 4.66 4.36 4.66
March 12% 4.53 4.62 4.38 4.60
April 10% 4.66 4.73 4.59 4.67

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 2011 was
distributed as follows:

University Administration Support 1,632 hours 11.02% $68,684.34

Colleges, Academic Affairs 3,024 hours 20.42% $76,408.19

University-Wide, Common Services 4,773 hours 32.00% $188,338.78

IT Administration and Management 3,018 hours 20.38% $100,191.56

General Overhead (Leave, Holiday) 2,360 hours 15.94% $90,769.19

Total: 14,416 hours 100% $524,392.06

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

Month Seaver GSBM GSEP SOL SPP

February 50.37% 26.68% 18.48% 1.72% 2.75%

March 56.14% 20.84% 19.56% 1.18% 2.27%
April 59.68% 17.87% 19.07% 1.45% 1.94%

How to Subscribe to this Report. If you would like to be added to the distribution list for this
report, please contact Tiffany Yu, communications specialist, at extension x4139. The Monthly IT Status
Report archive is available online at services.pepperdine.edu/it/about/status-reports.htm.

6 Information Technology Activity and Status Report, May 2011