December 2009 IT Status Report

Information
Technology Activity
and Status Report
December 2009
Announcements for Faculty and Staff Meetings

Contact Information Register Now for Spring Faculty Development Workshops
Technology and Seminars. The Technology and Learning group is offering new
seminars and workshops in January and February of 2010.
• Beyond Bullet Points
Anytime Support Desk • Cheater, Cheater: Technological Tactics of the Dishonest Student
• Getting Started with Elluminate
Available 24 hours a day, • Getting Started with Sakai
7 days a week • Using Technology to Enhance Learning
(310) 506-HELP (4357) Read event descriptions and register on the Technology & Learning website.
or (866) 767-8623
Tech Central
Faculty Support and Services
for Students Spring Course Information Added to Blackboard and
Sakai. To help faculty prepare for the upcoming spring 2010 term,
Payson Library, 2nd Floor courses have been added to Blackboard and Sakai. Both learning manage-
Mon. - Thur. 10:00 am- 8:00 pm ment systems contain the full set of courses offered through the University
Fridays 10:00 am- 6:00 pm Registrar's office. Faculty are welcome to use Blackboard or Sakai for the
(310) 506-4811 upcoming academic term.
Faculty Development Workshops Offered for GSEP Fac-

Office of the Chief ulty. The Technology and Learning group conducted four workshops for
Information Officer and the Graduate School of Education and Psychology (GSEP) faculty teaching
Vice Provost in the Educational Leadership programs. The workshops were conducted in
Pasadena, West Los Angeles, and Irvine and covered the following topics:
(310) 506-4501 • Translating teaching styles to an online environment
• Determining best practices for using eLearning tools versus educa-
tional technology tools
Request IT Services • Using Sakai tools such as blogs, assignments, and the grade book
To request a workshop by the Technology and Learning group, please con-
http://services.pepperdine.edu/it tact Hong Kha via email at hong.kha@pepperdine.edu or by phone at (310)
/forms 506-4257.
1 Information Technology Activity and Status Report, December 2009

Administrative Support for the University
Secure Help for Your Technology Issues. The Pepperdine Anytime Support Desk provides
24-hour technology support, seven days per week, 365 days per year to students, faculty, and staff. Pep-
perdine community members can access this service by telephone at (310) 506-4357 or (866) 767-
8623 (toll free in the USA). For more information about the Pepperdine Anytime Support Desk, please
contact Jerry Hoover via email at Jerry.Hoover@pepperdine.edu or by phone at (310) 506-4016.
Use a Technology Request Form for Fast, Convenient Service. In addition to the Pep-
perdine Anytime Support Desk, Information Technology has designed technology request forms to make
it easier to request common services such as audio/visual support, Canon Copier service, and equip-
ment recycling. After a form is submitted, the submitter will receive an email copy of the request, and
the request will be sent directly to the appropriate IT support group to handle in a timely manner.
In November 2009, there were 195 requests for support managed through the online technology re-
quest forms. The top two types of online requests were audio-visual service (77) and departmental
telephone service (28). The forms are available on the IT website at
http://services.pepperdine.edu/it/forms.
Tech Central Moves to a New Location in Payson Library. On December 18, 2009 Tech
Central will move to a new location in Payson Library, and therefore, will be closed for business from
December 18 to January 4, 2010. Tech Central offers walk-in computer and technical support for Pep-
perdine students and houses the Computer Store, which offers discount laptops, desktops, and software
to the Pepperdine community. Tech Central and the Computer Store will be relocated to room 311,
which is adjacent to the current Tech Central location.
Did You Know?

Pepperdine IT offers one gigabyte of secure, personal online storage space free for Pepperdine faculty, students, and
staff with an application called Anywhere Storage.
Xythos, the technology behind Anywhere Storage, makes it possible to securely access and share files from any-
where. Because users access Anywhere Storage via their web browser, it is not necessary to connect to the Univer-
sity’s virtual private network (VPN) to access documents. In addition, a ticket can be created to share files with users
who do not have a Pepperdine NetworkID.
Everyday users of Anywhere Storage also have the option to create a virtual folder on their desktop. This service
allows users to save or drag-and-drop files into the folder and have them automatically appear online in their per-
sonal Anywhere Storage account.
Like many course management systems, Anywhere Storage also offers a “dropbox” option. When an administrator
creates a dropbox it allows users to submit documents to a secure, online space that is accessible only by the ad-
ministrator. Faculty can request that students submit presentations or papers online simply by sending them a link to
the dropbox.
Anywhere Storage is available at http://services.pepperdine.edu/it/storage/default.htm.

Infrastructure, Systems, and Networking Updates
Internet and Wireless Upgrades for Washington, D.C. Campus. In November, Pep-
perdine IT partnered with George Washington University to upgrade Internet connectivity and the
wireless network at the Washington, D.C. campus. These upgrades resulted in significant service im-
provements for the students, faculty, and staff who live and study at the Washington, D.C. campus. Inter-
net bandwidth has increased by approximately 9,800 percent and the wireless network has been newly
added to residential areas. As a result of the upgrade, the video conferencing system is now fully func-
tional and can be requested through the Washington, D.C. staff.
Final Phase of the Wireless Upgrade Project Begins in Malibu and Irvine. Network
Services staff have begun the final phase of the wireless network upgrade project that began in spring
2008 and extended to the Malibu, Irvine, West Los Angeles, Westlake, and Washington, D.C. campuses.
This week staff began to replace the remaining legacy wireless access points on the Malibu and Irvine
campuses. After the upgrade, the wireless signal will be stronger and integrate seamlessly with the
Waves Connect wireless registration system. The upgrade is scheduled to be completed in early spring.
Stellent Decommissioned on November 30, 2009. The transition from Stellent to Nolij
(pronounced "knowledge"), the University's new imaging platform for storing important documents such
as student applications, grades, and tuition information, was completed at the end of November when
Stellent, the former imaging system was decommissioned. For questions about Nolij or its use on cam-
pus, please contact Scott Bolan via email at Scott.Bolan@pepperdine.edu or by phone at (310) 506-
7473.
Benchmarks and Accountability

Anytime Support Desk Statistics for November. During November 2009, there were
1,374 requests for support managed through the Anytime Support Desk. Of these requests, 81 percent
were resolved within one day and 91 percent were resolved in fewer than five days. The average wait
time for individuals calling the Anytime Support Desk was 58 seconds. Eighty percent of requests were
resolved by the Anytime Support Desk on the first call.
Anytime Support Desk User Survey Results for November. Through an automated
feedback process, all Anytime Support Desk callers are provided the opportunity to complete a web-
based satisfaction survey. In November 2009, 114 (8%) of 1,369 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 excel-
lent.
Response Overall Response Skill Communi- Resolution

Month
Rate Satisfaction Timeliness Set cation Timeliness
September 7% 7.94 7.75 8.15 7.8 7.74
October 9% 7.54 7.61 7.77 7.50 7.53
November 8% 7.97 7.86 8.27 8.13 8.05
Staff Support by Major Area. All Pepperdine IT staff allocate their day-to-day efforts using cli-
ent, project, and task codes; using this data, total division-wide staff effort for November 2009 was dis-
tributed as follows:
University Administration Support 1,385 hours 9.99% $66,172.43
Colleges, Academic Affairs 2461 hours 17.75% $67,940.36
University-Wide, Common Services 4,052 hours 29.00% $186,477.42
IT Administration and Management 2,600 hours 18.75% $106,675.07
General Overhead (Leave, Holiday) 3,370 hours 24.30% $139,824.54
Total: 13,868 hours 100% $567,089.82
Support for Schools. Pepperdine IT staff effort provided to Pepperdine Schools, is as follows:
Month Seaver GSBM GSEP SOL SPP
September 56.21% 22.71% 17.38% 1.86% 1.86%

October 56.48% 23.14% 17.18% 0.83% 2.37%
November 56.31% 23.41% 16.69% 1.24% 2.35%

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Information

Announcements for Faculty and Staff Meetings

Faculty Development Workshops Offered for GSEP Fac-

1 Information Technology Activity and Status Report, December 2009

Did You Know?

Anywhere Storage is available at http://services.pepperdine.edu/it/storage/default.htm.

2 Information Technology Activity and Status Report, December 2009

Benchmarks and Accountability

3 Information Technology Activity and Status Report, December 2009

Response Overall Response Skill Communi- Resolution

University Administration Support 1,385 hours 9.99% $66,172.43

Colleges, Academic Affairs 2461 hours 17.75% $67,940.36

University-Wide, Common Services 4,052 hours 29.00% $186,477.42

IT Administration and Management 2,600 hours 18.75% $106,675.07

General Overhead (Leave, Holiday) 3,370 hours 24.30% $139,824.54

Total: 13,868 hours 100% $567,089.82

Month Seaver GSBM GSEP SOL SPP

September 56.21% 22.71% 17.38% 1.86% 1.86%

4 Information Technology Activity and Status Report, December 2009

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