Information Technology Activity and Status Report

July 2011

Announcements
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 Ofce of the Vice Provost and Chief Information Ofcer (310) 506-4501 Request IT Services http://services.pepperdine.edu/ it/forms

Courses is Now Populated With Fall Term Class Information. On July 1, all classes for the fall 2011 term were created in Courses (Pepperdines instance of Sakai). Faculty can now upload course documents, assignments, and syllabi to their fall course sites. When logging in to Courses, faculty will nd their fall classes either as tabs across the top or in the "All My Sites" grouping. Faculty can now easily publish their sites with one click and customize the order and appearance of their tabs with the push of a button. For more information on these Courses tips click here. Department Canon Copy Codes Will Change This Month. As an extra security measure, Information Technology (IT) will be replacing all 5-digit Canon copier access codes with new 6-digit codes. In the next few weeks, each major area budget manager will receive a list of their department's old copy codes as well as the last two scal years worth of copy code activity. IT's analysis revealed that departments are using only 50 percent of 700 active copy codes; therefore, all copy codes that were not used from August 2009 through July 2011 will be deactivated unless departments feel the need to keep them. Prior to any deactivations, Jerry Hoover will contact each budget manager to review copy code usage. For questions, please contact Jerry Hoover at jerry.hoover@pepperdine.edu. Photocopy Rate Adjustment Begins August 1. At the beginning of scal year 2009, Information Technology lowered the photocopy recharge rate from 6 cents to 5.4 cents per black and white impression to minimize the impact of the campus-wide budget reallocations on schools and departments. It is now necessary to adjust the rate back to 6 cents to continue operating a scally-sound copy service program. The University Management Committee has approved the rate adjustment and the rate will be brought back up to 6 cents per impression effective August 1.

Information Technology Activity and Status Report, July 2011

News

Print Shop to Accept Payment with One Card This August. This summer, Information Technology partnered with the Ofce of Campus Operations and Business Services to allow faculty, staff, and students to pay for printing services with their campus ID card (One Card). Beginning August 1, Printing Services will accept payment with One Card (with available Waves Cash Global points) as a method of payment. ID Card Money Deposit Machines Will be Removed by August 5. Beginning this month, all Cash System Value Terminal (CSVT) machines, which are used to add money to campus ID cards, will be removed from several campus locations, including: Payson Library, School of Law, and the computer labs at the Drescher, West Los Angeles, Irvine, Encino, and Westlake Villages graduate campuses. The online service One Card Web Deposit (https://webdeposit.pepperdine.edu) has replaced the CSVT machines and they are no longer needed. Via the online service, students, faculty, and staff can add points to their Waves Cash Global accounts. Since the introduction of this online service, it has provided great convenience and reliability to the Pepperdine community.

New Services

Google Analytics Used to Improve WaveNet Experience. Using data from Google Analytics, Information Technologys Enterprise Information Systems (EIS) staff members James Ballacchino, Ronit Weiss, Novita Rogers, Lisa Welch, and Timothy Rogers are making small changes to improve faculty, staff, and students experiences inside WaveNet. Since the implementation of Google Analytics, EIS staff has improved the load time for high-trafc pages, removed several unused pages and links, and is working to ensure various Internet browser compatibility with all areas of WaveNet.

Updates and Upgrades

Data Migrated to New Storage System to Decrease Downtime. Information Technology's Server Engineering group recently replaced the current data storage system, which holds important University information such as email, PeopleSoft data, and Nolij documents, with a new data storage system. The new hardware allows IT staff to decrease the length of time needed to bring down email and WaveNet during weekly and monthly maintenance, allowing these important systems to remain available to the campus community while they are being maintained or backed up. Over the next few months, IT will continue to work on the new system and implement changes to decrease maintenance periods. Information Security Protects Pepperdine Email From Spam Campaigns. In June, the Information Security Ofce (ISO) activated an additional spam lter feature, which blocks emails that are generated when someone uses a Pepperdine email address in a spam campaign. In the coming months, ISO will launch another feature of the spam lter that will allow the team to monitor outbound messages for restricted information such as social security numbers or credit card numbers. To learn more about the new spam lter visit: https://services.pepperdine.edu/it/email/spam/.

Information Technology Activity and Status Report, July 2011

Project Wrap Up

Moving Student Email to Exchange 2007 Completed. Information Technologys Systems and Networking team including Ken Noone, Brian Aasen, Alex Goulak, and Toney Lewis have completed migrating all student email accounts to the upgraded Exchange 2007 platform. The move was nearly seamless and students will now be able to take advantage of the new Windows and MAC Outlook 2010/2011 clients.

Events

Speakers Announced for Technology and Learning Faculty Conference this September. The Technology and Learning group is pleased to announce the presenters for the inaugural Technology and Learning Faculty Conference this September 14. Pepperdine professors Susan Helm, Brian Fisher, Tim Lucas, Greg McNeal, Sharyl Corrado, Bob McQuaid, and Spring Cooke will present their experience and share best practice using technology such as iPads, clickers, and Courses in the classroom. All Pepperdine faculty are encouraged to attend this half-day conference to explore and learn more about the new technologies that are making a difference in learning. To learn more contact Hong Kha at hong.kha@pepperdine.edu. PeopleSoft and Simpler Training Sessions Now Available to Pepperdine Staff and Faculty. PeopleSoft and Simpler training for the month of July are now available. These classes are a great opportunity for you to brush up on your skills and review important policies and procedures. Register now to reserve your place! For questions or to view future training classes visit the IT Training Calendar or contact Len Krukowski at leonard.krukowski@pepperdine.edu. Simpler 3.0 Reporting Friday, July 15 at 10:00 a.m. - Register Now! This class will walk you through Simpler version 3.0, which has a new look and feel and many new functional operating differences. PeopleSoft Requisition Training Monday, July 11 at 2:00 p.m. - Register Now! This class is for the requestors in the nance module in WaveNet. Attendees will learn the process of approving and creating requisition requests and employee reimbursements. Important policies and procedures related to creating requisitions will also be reviewed. PeopleSoft Reporting Travel and Expense Wednesday, July 13 at 2:00 p.m. - Register Now! This class is for employees who use the Travel & Expense module in WaveNet. Topics discussed in this class include entering expense reports, reconciling travel and cash advances, and approving reports. PeopleSoft Credit Card Reallocation Wednesday, July 20 at 2:00 p.m. - Register Now! This class is for all employees with a University Purchasing and/or Travel and Entertainment credit card. In this class you will learn how to reallocate monthly expenses, update multiple transactions, and view credit card activity.

Information Technology Activity and Status Report, July 2011

Presentations & Publications

Dr. Timothy Chester to Speak at the Campus Technology Forum. On September 29, Timothy M. Chester, vice provost for academic administration and chief information ofcer will give the keynote at the 2011 Campus Technology Forum in Long Beach. Chester will speak on how the challenges facing IT leaders in higher education today are fundamentally different than those of the past. To learn more about the Campus Technology Forum, visit: http:// events.campustechnology.com/events/ct-forum-conference/home.aspx.

Did You Know?

Did You Know? It is Dangerous to Use Your University Password for Other Accounts. Did you know that the University usage policy prohibits reusing your Pepperdine NetworkID and password on other sites? Reusing your NetworkID or password on another site is dangerous. According to a recent study of the more than one million accounts stolen from the online systems of Gawker Media and Sony Entertainment, it showed that two-thirds of users who had an account on both systems had identical passwords for both systems. Keeping your password unique for every account will greatly prevent your information from being stolen. If one account is compromised, at least you can rest assured that the rest of your accounts will be more secure. For information on password security, managing passwords or changing your password visit: http://mypassword.pepperdine.edu.

Information Technology Activity and Status Report, July 2011

Benchmarks and Accountability

Anytime Support Help Desk Statistics for June. During June 2011, there were 1136 requests for support managed through the Anytime Support Desk. Of these requests, 62 percent were resolved within two days and 92 percent were resolved in fewer than ve days. The average wait time for individuals calling the Anytime Support Desk was54 seconds. Seventy-eight percent of requests were resolved by the Anytime Support Desk on the rst call. Online Requests. In June 2011, there were 180 additional requests for support managed through online web request forms. The top two types of online requests were: departmental telephone service (47) and network resources request (35). Anytime Support Desk User Survey Results for June. Through an automated feedback process, all Anytime Support Desk callers have the opportunity to complete a web-based satisfaction survey. In June 2011, 105 (10%) of 1075 survey requests sent to customers were submitted. The fourquestion survey uses a 1 to 5 sliding scale with 4.00-5.00 equal to Excellent.
Month April May June Response Rate 10% 11% 10% Overall Satisfaction 4.66 4.40 4.40 Competency 4.73 4.59 4.49 Customer Service 4.59 4.24 4.22 Resolution Timeliness 4.67 4.46 4.47

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 June 2011 was distributed as follows:
University Administration Support Colleges, Academic Affairs University-Wide, Common Services IT Administration and Management General Overhead (Leave, Holiday) Total: 1,775 hours 3,092 hours 4,928 hours 3,389 hours 2,592 hours 15,776 hours 11.25% 19.60% 31.00% 21.48% 16.43% 100% $72,632.62 $76,583.74 $193,162.98 $116,887.70 $93,705.82 $555,972.86

Support for Schools. Pepperdine IT staff effort provided to Pepperdine schools is as follows:
Month April May June Seaver 59.68% 52.09% 49.31% GSBM 17.87% 23.42% 24.23% GSEP 19.07% 20.76% 21.38% SOL 1.45% 0.86% 1.57% SPP 1.94% 2.88% 3.52%

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.

Information Technology Activity and Status Report, July 2011