OIT 2015 Progress Report - SMU · In the world of modern education, online courses are a vital...
Transcript of OIT 2015 Progress Report - SMU · In the world of modern education, online courses are a vital...
O F F I C E O F I N F O R M A T I O N T E C H N O L O G Y
2015 PROGRESS REPORT
CONTENTSLEADERSHIP 3
SUPPORTING LEARNING 6
Canvas 6
lyndaCampus 6
Classroom AV and Emergency Response 7
Student Training 7
SUPPORTING RESEARCH 8
Infrastructure Improvements 8
eduroam Network 8
High Performance Computing 9
CORE Data Project 9
SUPPORTING INITIATIVES 10
Security Initiatives 10
Concur: Managing Travel and Expense Reporting 11
Papercut: Supporting Centralized Printing 11
Selectica: Contract Management System 11
Infrastructure Consolidation 11
SUPPORTING COLLABORATION 12
SMU Mobile 12
Unified Ticketing 12
Unified Messaging 12
SUPPORTING BUSINESS 13
IT Leadership Council 13
Project Management Office 13
Academic Governance 14
Shared Services 15
BY THE NUMBERS 16
METRICS 172
Joe Gargiulo began his career at SMU in 1998 and has served as SMU’s Chief Information Officer since 2008. Throughout his
employment, he has seen the University’s technology requirements evolve and grow significantly. This past year has been an especially
transformative one for OIT and the University at large. As part of the OE2C initiative, Joe led the department through a consolidation
and streamlining process that allowed OIT to become even more agile and responsive to the University community.
Looking ahead, Joe expects to continue the trajectory towards an IT organization that continues to support its University far into the
future.
2015 was a year filled with celebrations, opportunities and change for the SMU Community. Together we celebrated our centennial anniversary, an enormously successful capital campaign, new inroads in academic research, and the opening of several new buildings on campus. We were also challenged to become more fiscally disciplined as an institution through the efforts of the Operational Excellence for the Second Century (OE2C) initiative.
The Office of Information Technology was heavily involved and likewise challenged throughout these various initiatives. Our organization has grown as a result of Shared Services, bringing together IT personnel from across campus. In addition, the University made the strategic organizational change resulting in the CIO reporting directly to the President. Since this position is responsible for meeting both SMU’s operational and academic technology needs, this change allows the CIO to balance both perspectives. New governance councils were established to help guide IT in aligning priorities and serving the campus community.
As we enter 2016, there is still a lot of work to be done in our transformation to Shared Services. We look forward to implementing new services to facilitate collaboration and communication, enhancing classroom instruction and research efforts through the new academic department and councils, and continually improving as an organization to best serve our campus community.
Joe Gargiulo Chief Information Officer
JOE GARGIULO CIO
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LEADERSHIP
RACHEL MULRY DIRECTOR of CUSTOMER SERVICE
CURT HERRIDGE DIRECTOR of APPLICATIONS
JASON WARNER DIRECTOR of ACADEMIC TECHNOLOGY
Jason Warner is responsible for
providing direct services to faculty in
support of academic and instructional
technology use and exploration at
SMU. The academic operations team
is responsible for maintaining and
enhancing the University’s learning management systems, for supporting statistical and mathematical software programs, and for assisting with the development of digital and online media. The team also provides guidance and resourcefulness in identifying and integrating technology solutions that meet teaching and research needs. Supervising Areas:
» Academic Applications » Academic Area Technology Directors » Course Management System » Faculty Technology Support » Online Learning Solutions » Student Technology Assistants in Residence
Rachel Mulry is responsible
for providing client technology
support to the SMU community.
This includes the following services:
IT Help Desk for reporting all
technology related requests and issues;
client hardware and software support for 7,000+ computing devices campus wide; Audio/Video (AV) installation consulting and support for equipment in classrooms, meeting rooms and events; training for various software applications and services; and communication efforts from IT to the SMU community. Supervising Areas:
» AV/Event Support » Client Lifecycle » Computer Installations/Repair » Desktop Support » Help Desk » Training and Communications
Curt Herridge is responsible for
overseeing Applications Support, which consists
of technical developers that offer programming
and consulting for the my.SMU, AdminImages,
Sitecore, SMU Budgets, SMU Financials, and
Voyager systems on campus. The team
consults on a broad variety of solutions and processes, including reporting, cloud applications, and Business Intelligence. This team is responsible for maintaining, interfacing and customizing the database applications, and provides web infrastructure support and development, and desktop database support.
Supervising Areas:
» Business Analysts » Database Administration » ERP Administration » Web Development
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DAVID NGUYEN DIRECTOR of INFRASTRUCTURE
TEENA NEWMAN DIRECTOR of PROJECT MANAGEMENT
GEORGE FINNEY CHIEF SECURITY OFFICER
George Finney is responsible for
implementing and monitoring
a diverse security infrastructure
to protect the University network
and data. The Security team is
responsible for recommending
security architectures, providing centralized database security, reviewing vendor security, capturing security logs, overseeing security investigations, and managing various security technologies.
Supervising Areas:
» Information Security » IT Contract Review » Physical Security
David Nguyen is responsible
for maintaining the Networking,
Telecommunications and Systems
Administration services. Networking
is responsible for campus
wired/wireless network, firewall
administration, maintaining inside/outside cable plant, and voicemail operations. Telecommunications provides long distance, calling card, audio conferencing services and is responsible for the campus-wide cable services contracts. Systems is responsible for the installation and management of server environments, HPC infrastructure, email, identity management and file storage services.Supervising Areas:
» Data Center / High Performance Computing » Infrastructure Design » Networking » Operational Security » Telecommunication
Teena Newman is responsible for
overseeing the project and portfolio
management processes for OIT.
She oversees the development,
adoption, and continuous
improvement of project management
disciplines, processes and standards to align with the university’s vision and strategy.
Supervising Areas:
» Portfolio Management » Project Management » Resource Management
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TO SUPPORT THE UNIVERSITY’S GOAL TO IMPROVE TEACHING AND LEARNING, OIT HAS DILIGENTLY WORKED TO INCREASE OUR BREADTH OF SERVICES, STRENGTHEN ACADEMIC PARTNERSHIPS, AND UPGRADE CLASSROOM TECHNOLOGY.
CANVASIn the world of modern education, online courses are a vital component of the university experience. SMU has provided such courses for many years. OIT in collaboration with the Provost and the University faculty continuously investigate ways to optimize the use of online courseware.
As a result of this research and investigation, the University decided to adopt the Canvas Learning Management System (LMS) to replace the existing Blackboard LMS. The evaluation phase began last spring with the Cox School of Business as the primary adopters along with several other faculty joining for the summer term. During the fall semester, faculty members in Meadows joined the early adopter list. All faculty are encouraged to migrate to Canvas for the spring semester as Blackboard will be decommissioned in June of 2016.
Working alongside the Center for Teaching Excellence, EvaluationKit was purchased to replace the existing online course evaluation tool. EvaluationKit delivers Online Course Evaluations through Blackboard and Canvas. Unlike the previous solution, reports can be delivered to faculty quickly, providing valuable feedback for enhancing their instruction. This solution will be used for all centrally managed course evaluations during the spring semester.
LYNDACAMPUSThe University secured a lyndaCampus license allowing faculty, staff and students access to thousands of online courses covering a wide range of applications. Faculty can group specific courses in a playlist and deliver that playlist to students via Canvas. Students can benefit from a wide range of tutorials covering life skills, interview skills, in addition to specific software applications. Staff can also utilize lyndaCampus for professional development and “just-in-time” training. The wide variety of courses can be completed at the learner’s own pace. IT continues to partner with areas on campus to leverage this incredible resource to support student learning as well as employee job skills.
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SUPPORTING LEARNING
CLASSROOM AV AND EMERGENCY RESPONSEClassroom technology plays a critical role in the education process. Maintaining that equipment
on a regular basis ensures that faculty are able to maximize their time in the classroom.
Dallas Hall classrooms received a much needed AV upgrade during 2015. In total, 34 classrooms will be upgraded during this academic year. As each room is upgraded, a standard configuration
is deployed to ensure a more consistent experience for faculty across campus. The rooms are also being programmed to allow remote access and reporting for a more proactive approach to system
maintenance.
Several new processes were implemented to provide rapid response for AV emergencies. The responsibility for AV response was distributed across two teams located in 11 different buildings across
campus. Technicians are able to arrive at any classroom in 5 minutes or less to assist with AV issues. Faculty should also receive an email communication in advance if the classroom equipment is out of order.
Maintenance updates are posted automatically on our website at www.smu.edu/OIT/classroommaintenance.
STUDENT TRAININGThis year the OIT Training and Communications team established a partnership with the Altshuler Learning
Enhancement Center (A-LEC) to provide regular technology training workshops. For the pilot program the team offered both afternoon and evening courses in Excel and received feedback that the workshops were the
most well attended sessions that were offered. In order to provide additional support to the A-LEC, OIT will be expanding their course offerings to communicate available IT resources as well as assist students with learning
new technologies. Anticipated courses include:
» lyndaCampus – Meet your 24/7 Tutor » Excel Basics
» Excel Formulas » Digital Notetaking
» Expanding academic software offerings on Apps.SMU » Adoption of Canvas for course management
» Classroom equipment upgrades » Remote control tools for campus AV management
KEY DELIVERABLES FOR 2016
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CONNECTING WORLD CHANGERS WITH THE WORLD
Caracas
Bogotá
La Paz
Rio de Janeiro
Buenos Aires
Santiago
Havana
Mexico City
Los Angeles
San Francisco
New Orleans
Houston
New York
Montreal
São Paulo
Montevideo
Lima
Brasília
Melbourne
Sydney
Perth
Lagos
Kinshasa
Nairobi
Cape Town
Harare
London
Paris
Madrid
Algiers
Cairo
Istanbul
Berlin
Stockholm
Moscow
Bombay
Calcutta
Irkutsk
Kuwait
Jeddah
Karachi
Delhi
Tehran
Novosibirsk
Tashkent
Rostov
Shanghai
Singapore
Bangkok
Hong Kong
Manila
Tokyo
Beijing
Khabarovsk
Belém
Medellín
Salvador
Cali
Pôrto Alegre
Recife
Belo Horizonte
Monterrey
Guadalajara
Managua
Adelaide
Brisbane
CanberraAuckland
ChristchurchHobart
Auckland
Christchurch
Oslo
Helsinki
Copenhagen
Luanda
CordobaDurban
AlexandriaTripoli
T’ai-pei
Wuhan
Tianjin
Shenyang
Seoul
PusanCassablancaRabat
Lisbon
Barcelona
Madras
Hyderabad
Bangalore
Lahore
Ho Chi Minh
Kuala Lumpur
Johannesburg
Tunis
Rome
Khartoum
Addis Ababa
Dar es Salaam
San Juan
Miami
Baghdad
Quebec
Ottawa
Toronto
Winnipeg
DetroitBoston
Vancouver Calgary
Portland
Dallas
Washington DC
Chicago
St Louis
Minneapolis
Phoenix
Philadelphia
AtlantaSan Diego
Sapporo
Osaka
St Peterburg
Volgograd
Kazan Omsk
Yakutsk
Ulaanbaatar
Hanoi
Colombo
Reykjavik
Dublin
TO FURTHER ADVANCE FACULTY RESEARCH, WE HAVE WORKED DILIGENTLY TO PROVIDE CRITICAL INFRASTRUCTURE IMPROVEMENTS, SERVICES, AND NEW SKILLS IN BUSINESS INTELLIGENCE.
INFRASTRUCTURE IMPROVEMENTSThe network infrastructure team, led by David Nguyen, has taken great strides in assuring that SMU’s network remains stable while being upgraded
to the latest advancements in technology. For wireless alone, over 300 access points have been upgraded to new wireless standards. Other major projects in 2015 include the continuing installations at the new University Data Center, upgrading disaster recovery protocols and services, and dual
authentication services.
The next year holds even more improvements to SMU’s infrastructure, with plans to create 10 gigabit network connections to each building,
selection and installation of a new Voice over IP telephone system, and strengthening network security across campus.
EDUROAM NETWORKeduroam (EDUcation ROAMing) is a secure worldwide federated
wireless network for individuals in higher education or research environments. It allows these individuals to authenticate to the eduroam
network utilizing their existing credentials anywhere that eduroam is available. This network was initially deployed to support the DIS
Physics Conference which was held at SMU under the leadership of Dr. Fred Olness. Faculty and students traveling abroad have utilized this
network as well connecting in locations such as Oxford, Switzerland, and institutions across the US.
» eduroam authentication locationThe graphic on the right illustrates the location from which an individual is visiting
and has successfully connected to eduroam network while on the SMU campus.8
SUPPORTING RESEARCH
» Grant management improvements (PARTNERSHIP WITH
RESEARCH AND GRANT ADMINISTRATION)
» HPC equipment refreshment
KEY DELIVERABLES FOR 2016
HIGH PERFORMANCE COMPUTINGThe High Performance Computing (HPC) service has been highly successful in advancing research in academic departments across campus. OIT provides support for The Center for Scientific Computation by managing the ManeFrame infrastructure. The configuration of a new ten gigabit uplink to the Internet has made it easier to share with fellow researchers and collaborators the knowledge derived from the ManeFrame’s computational research findings. Other HPC achievements this year include collaborations with Fermilab in conjunction with the SMU Department of Physics along with an ATLAS pilot project allowing researchers worldwide to take advantage of ManeFrame’s capabilities.
CORE DATA PROJECTThe Center on Research and Evaluation (CORE) conducts research and evaluations on education programs, practices, and policies designed to strengthen families and communities. CORE and OIT have partnered together to significantly reduce time that has traditionally been spent standardizing data from Dallas Independent School District. Automating a manual process, and placing the data into a common data warehouse format allows researchers to focus on what matters instead of rote tasks. What once took weeks of valuable researcher time, will be reduced to hours, thus enabling more productive research.
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» Multi-factor authentication » Infrastructure unification
» Implementation of talent management solution (PARTNERSHIP WITH HUMAN RESOURCES)
» Implementation of electronic form solution (PARTNERSHIP WITH HUMAN RESOURCES AND PAYROLL)
» Parking garage toll tag readers (PARTNERSHIP WITH PARKING & ID CARD SERVICES)
KEY DELIVERABLES FOR 2016
IN CONJUNCTION WITH MANY OF THE OE2C INITIATIVES, VARIOUS SOFTWARE TOOLS WERE DEPLOYED TO ENHANCE AND STREAMLINE UNIVERSITY PROCESSES. OIT WAS HEAVILY INVOLVED IN THE IMPLEMENTATION AND TRAINING OF MANY OF THESE RESOURCES.
SECURITY INITIATIVESAs higher education research data becomes more and more dependent on digital means of creation, storage and collaboration, the more that data becomes a target for those wishing to compromise or steal important information. The job of securing this information is never done, and the Office of Information Technology works every day to try to stay ahead of the most pervasive threats that affect academic institutions worldwide.
In addition to keeping our underlying technical infrastructure secure, OIT strives to educate the entire SMU community on how to protect their data. For the past several years, the security division of OIT has conducted simulated “phishing” campaigns in order to educate faculty and staff on the dangers of malicious e-mails. Since the simulations have taken place, the “click-through” rate - the amount of people who fell victim to the simulation - has dropped significantly to only 2.3 percent. In turn, this has reduced the actual security breaches that affect faculty and staff accounts.
The security team has also worked towards making physical security systems, like access control and surveillance, easier to manage. As part of recent initiatives to simplify these systems, surveillance systems have been revamped to one management system, reducing from 11 systems to 1, making the physical security of university areas more consistent and reliable.
Through community education as well as a robust regiment of barriers to entry by nefarious entities, OIT continues to assure the integrity of University data.
10
SUPPORTING INITIATIVES
CONCUR: MANAGING TRAVEL AND EXPENSE REPORTINGPARTNERSHIP WITH OFFICE OF BUDGET AND FINANCE
Concur was implemented to streamline the reporting for University business and travel expenses. To help facilitate an effective transition, OIT supported this initiative with over 120 hours of implementation time and provided training support for over
30 workshops and hands-on-training sessions for faculty, staff, and students. Thanks to this new system, manual processes have been replaced, approval workflows streamlined, and employees have benefited from greatly reduced reimbursement time.
PAPERCUT: SUPPORTING CENTRALIZED PRINTINGPARTNERSHIP WITH IMAGENET
Papercut was deployed to the campus computers to assist in the reporting and transition to centralized printing. The software provides a clearer picture of how printing is used as a resource. OIT worked closely with the ImageNet team as they implemented the
new printing model across campus.
SELECTICA: CONTRACT MANAGEMENT SYSTEMPARTNERSHIP WITH OFFICE OF LEGAL AFFAIRS
As part of SMU’s continued efforts to improve operational efficiency, Selectica was obtained to support the contract management service on campus. OIT was involved in technical consultation during the selection process as well as coordinating the actual system deployment.
After working with the vendor and the contract team to outline the process, OIT facilitated the integration with existing SMU systems. Once fully implemented, Selectica will become an integral solution for the highly complex process of contract review and approval.
INFRASTRUCTURE UNIFICATIONPARTNERSHIP WITH LYLE SCHOOL OF ENGINEERING AND DEDMAN SCHOOL OF LAW
In order to eliminate duplicative services and streamline IT delivery, OIT was asked to consolidate all network and security infrastructure across the University. This consolidation includes upgrading and configuring all network equipment, migrating servers to the University Data
Center, and consolidating all Active Directory domains and resources into one. Work began in the Cox School of Business and will complete early this year. During 2016, we will consolidate infrastructure resources from Lyle and Law. Once complete, the new environment will be simpler
to support and provide a more consistent experience for faculty, staff, and students. 11
» Telephone system replacement selection » Deployment of Box for university storage
» Inside.SMU migration to SharePoint Online
KEY DELIVERABLES FOR 2016
ENHANCING COMMUNICATIONS AND COLLABORATION IS A CRITICAL COMPONENT TO LEARNING AS WELL AS UNIVERSITY BUSINESS. OIT CONTINUES TO EXPAND OUR OFFERINGS OF TECHNOLOGY SERVICES TO SUPPORT THIS VITAL ACTIVITY.
SMU MOBILEThe SMU Mobile application was released in 2015 available on both iOS and Android devices. The mobile application integrates
with my.SMU to display grades, course catalog and class schedules as well as integrating with other web tools to display calendar events, social media, maps, and other SMU news. Additional features planned include add/drop, campus directory, and parking
availability.
UNIFIED TICKETINGIn order to streamline the process for requesting technology services, help or training, all IT areas began utilizing a central help desk
tool. This allows the entire campus community to submit requests into one tracking tool and receive updates and solutions in a timely manner. All OIT personnel are setup in the system to allow the transfer of requests to the correct resource without requiring the customer
to make multiple calls through different channels. During 2016, several new features will be made to this online customer portal to enhance the request process.
UNIFIED MESSAGINGThis year, we began the migration of the current voicemail system to a new Unified
Messaging platform. This is the first step in the telephone system replacement that should begin in earnest during 2016. With Unified Messaging, voicemails are
delivered directly to the customer’s inbox as an email message. The system also allows individuals to call in and retrieve messages as well as access email, calendar
items and more.12
SUPPORTING COLLABORATION
AS TECHNOLOGY CHANGES AT AN EVER-INCREASING SPEED, OIT HAS STRENGTHENED ACCOUNTABILITY AND COMMUNICATION BY RESTRUCTURING AND STRENGTHENING RESOURCES AND PARTNERSHIPS. THIS ALLOWS US TO GAIN AGILITY TO SUPPORT THE UNIVERSITY AT LARGE.
IT LEADERSHIP COUNCILThe Information Technology Leadership Council was created to ensure that IT strategy is developed with input from academic and administrative areas.
The council’s objective is to balance and prioritize academic and administrative computing needs by taking feedback from the Academic Technology Council, the campus community, and the Office of Information Technology. Key responsibilities of members include providing input to technology strategy, helping prioritize projects, providing input to service levels, advocating for SMU’s IT users, and serving as an ambassador to OIT.
The IT Leadership Council is comprised of 6 members representing the Academic Technology Council, Research, Provost, Business and Finance, and OIT. The council is chaired by the Chief Information Officer, Joe Gargiulo. The members of the council are Julie Forrester, associate provost; Vinh Pham, business and finance senior manager; Curt Herridge, IT director; Xin-Lin Gao, research PI; Joe Gargiulo, CIO; and James Quick, associate vice president for research, dean of graduate studies and professor of earth sciences, serves as the Academic Technology Council Chair.
PROJECT MANAGEMENT OFFICEFor the past six years, IT has focused efforts towards improving our project and portfolio management processes. However, these efforts were guided by individuals in addition to their regular responsibilities. With the increasing demand for portfolio management and project governance, OIT established an official project management office (PMO), led by Teena Newman. The PMO will focus on completing projects on time, on budget, and meeting intended business goals.
Since the PMO initiation, OIT has begun meeting weekly to discuss all active OIT projects, identify challenges, and celebrate successes. In addition, the first round of Project Management Methodology training took place in November. In 2016, PMO will partner with HR to continue training the remaining OIT project staff. The Project Management Office will continuously evolve to meet the ever changing business needs, while staying aligned with SMU’s strategic goals.
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SUPPORTING BUSINESS
ACADEMIC GOVERNANCETo ensure that technology services are more effectively aligned throughout the University and to enable the faculty and
academic areas to participate directly in providing strategic direction in technology decision-making for campus, OIT Shared Services has facilitated the creation and launch of an entirely new Academic Technology Council for IT Governance
at SMU.
The new council is comprised of 14 members, including faculty from each school as well as Guildhall and Faculty Senate; representatives of the SMU libraries and the provost’s office; and Jason Warner, director of the academic technology team within
OIT. The newly elected council chair is James Quick, associate vice president for research, dean of graduate studies and professor of earth sciences.
The council will serve as a primary steward of SMU’s academic technology strategy. Academic leaders serving on the council will maintain an understanding of the academic technology needs of their school or organization while also advocating for technologies
that enhance the capabilities of the University as a whole. Key responsibilities of members include providing input to the annual update of their school or unit’s academic technology strategy, helping to prioritize academic computing projects, providing input to
service levels, advocating for SMU’s IT users, and serving as an ambassador to OIT.
“I’m excited about the opportunity this new council creates,” said Warner. “It will provide a direct voice for faculty and every academic unit in setting mandates for IT on campus and in making recommendations for IT strategies that best serve University priorities. The
council’s support and input will be invaluable in making decisions about campus technology.”
The members of the council are Dr. Amit Basu, Cox; Dr. Katherine Engel, Dr. Tom Fomby and Dr. Elfi Kraka, Dedman; Mark Nausha, Guildhall; Nathan Cortez J.D., Dedman Law; Dr. Halit Uster, Lyle; Dr. David Sedman, Meadows; Dr. Anthony Cuevas, Simmons;
Dr. Theodore Walker, Jr., Perkins Theology; Dr. Sreekumar Bhaskaran, Faculty Senate; Mary Boyd, libraries; and Dr. James Quick, provost’s office.
“Our council members will talk to faculty within their individual schools about their technology needs, and also talk to peers at other universities about their IT functions to gain outside perspectives,” said Dean Quick. “They’ll collect and prioritize recommendations for
technology projects that will be best for SMU, and provide open and honest feedback to OIT staff. Together with Jason and the rest of the IT team, we will work to find the best possible solutions to the tech needs of our academic departments.”
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SHARED SERVICESAs SMU works to align itself for future efficiency and growth, Information Technology Shared Services brings together the knowledge and expertise of IT personnel from across campus. This allows a unified OIT to work together towards enhanced service to the SMU community through process efficiencies, collaboration and innovation.
There are several steps in the transition to this new operating model: establishing the new teams and responsibilities, establishing the governance committees, transitioning processes and services, and unifying IT infrastructure services.
People
Everyone moving into OIT as part of this initiative had the opportunity to explore various roles and responsibilities. As the teams were assembled, transition plans for each individual and their previous responsibilities were developed. Several open positions were also assigned to the appropriate team and the recruiting process began. Although we are still working to fill a few remaining open positions, the team structure and roles are well established.
Governance
The Academic and Leadership Governance bodies were established and have begun meeting regularly. Internally, OIT has begun integrating the governance model into our existing portfolio management and project management process. In order to mature as an organization in the role of project management, a project management office was established. This year, we look forward to continued growth and maturity working with a governance framework and delivering well executed projects for the campus.
Infrastructure
In order to streamline the service experience and maximize our resource efforts, we were asked to unify the network and server infrastructure. We began those efforts working with the Cox School of Business. Significant progress was made during 2015 and the remaining work will complete early this year. We will then engage the Lyle School of Engineering and Dedman School of Law to begin their transition. The unification should be completed by the end of this calendar year.
Although there is still a significant amount of work to be done in the formation of this new organization, we begin this year operating as a new team in our new Shared Services model. We are committed to monitoring and adapting our organization as needed to best support the campus community and support SMU’s strategic plan.
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4 Percentage of processed emails considered “clean” or free of marketing, spam, or threats, such as viruses.
26 Percentage of SMU accounts that are sponsored.
71 Percentage of servers virtualized.
95 Number of live training sessions offered.
112 Number of major OIT projects completed.
132 Number of on-premises server based services.
540 Number of hosted or cloud-based servers.
750 Number of unified security cameras.
1,398 Number of classroom support calls.
1,678 Number of access card readers.
2,929 Number of wireless access points.
3,999 Number of on-premises email boxes.
12,017 Highest number of devices to the SMU wireless network at one time.
16,289 Number of active employee and student accounts.
25,334 Number of Help Desk support calls answered.
27,201 Number of cloud-based email boxes.
31,200 Number of wired Internet connections.
41,166 Number of SMU accounts managed.
77,324 Number of calls answered by OIT operators.
3,250,000 Number of successful jobs on the ManeFrame High Performance Computer Cluster.
158,225,393 Number of minutes spent on ManeFrame jobs.
591,000,000 Number of emails processed.16
BY THE NUMBERS
Month 2015 2014 2013
January
February
March
April
May
June
July
August
September
October
November
December
5718 5088 3692
4988 4507 3092
4068 4175 2954
4196 4695 3542
3877 4365 3752
5071 4370 3629
5002 4900 3651
7362 7606 5751
6335 6762 4777
5485 5576 4250
4230 4058 3358
3824 3387 2233
0
2,000
4,000
6,000
8,000
January February March April May June July August September October November December
201520142013
SOURCE FOR HELP DESK TICKET INCIDENTS
(ALL AREAS)
HELP REQUESTS BY UNIVERSITY AFFILIATION TOTAL TICKET VOLUME
(HELP DESK)
METRICS
Table 1
month 2015 2014 2013#
Dispatched% Answered
January 26262374 2012
2888 91.00%
February 20061817 1636
2170 92.00%
March 18311650 1491
1974 93.00%
April 19652051 2001
2058 95.00%
May 17221647 1695
1854 93.00%
June 21091842 1628
2206 96.00%
July 23222209 1817
2449 95.00%
August 31562815 2585
3571 88.00%
September 20542333 1777
2205 93.00%
October 19782380 1597
2145 92.00%
November 17751524
1975 90.00%
December 17901258
1989 90.00%
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
January February March April May June July August September October November December
201520142013
Call Volume by Year
Month 2015 2014 2013
January
February
March
April
May
June
July
August
September
October
November
December
137 137 150
118 129 174
96 124 116
118 131 141
68 46 50
74 98 77
63 62 70
189 104 126
201 201 216
160 111 164
120 120 118
55 55 36
0
50
100
150
200
250
300
January February March April May June July August September October November December
201520142013
HELP DESK PHONE VOLUMECLASSROOM SUPPORT CALL VOLUME
Requests by Constituent (Based on 25334 Total Requests)
Requester Affiliation Percentage of Help Desk Requests
Staff
Students
Unspecified
Faculty
Affiliate
Alum
53.00%
16.00%
12.00%
10.00%
6.00%
3.00%
Alum3%
Affiliate6%
Faculty10%
Unspecified12%
Students16%
Staff53%
StaffStudentsUnspecifiedFacultyAffiliateAlum
Requests by Constituent (Based on 25334 Total Requests)
Ticket Source Number of Tickets
help.smu.edu
Direct entry by IT
17987
21714
25400
Direct entry by IT39%
e-mail33%
help.smu.edu28%
help.smu.edue-mailDirect entry by IT
REQUESTS BY CONSTITUENT
25,334 TOTAL
REQUESTERAFFILIATION
65,101 TOTAL
17
METRICS
Year Number of Items
2008
2009
2010
2011
2012
2013
2014
2015
443
5198
8040
12909
18725
28789
36219
40000
0
10,000
20,000
30,000
40,000
2008 2009 2010 2011 2012 2013 2014 2015
Number of Items
TOTAL ITEMS IN WEB CONTENT MANAGEMENT SYSTEM TOTAL ITEMS ON ADMINIMAGES.SMU
Month Number of Assets
January
February
March
April
May
June
July
August
September
October
November
December
23935
40871
46333
70573
76922
107592
152035
205054
217894
230946
243515
250234
0
75,000
150,000
225,000
300,000
January February March April May June July August September October November December
Month Size of Assets (In GB)
January
February
March
April
May
June
July
August
September
October
November
December
147.61
1725.4
2350.67
3124.52
3596.18
4059.75
6582.47
8443.89
10032.77
11329.1
12317.3
12658.56
0
3,750
7,500
11,250
15,000
January February March April May June July August September October November December
Size of Total Assets (In GB)
TOTAL ITEMS IN MEDIAARCHIVE.SMU
Year Number of Items
2013
2014
2015
13550000
15369947
16338125
13,000,000
14,000,000
15,000,000
16,000,000
17,000,000
2013 2014 2015
Number of Items
TERM Active Courses Active Faculty
Spring 2015
Summer 2015
Fall 2015
1736 1011
357 299
1690 957
0
500
1,000
1,500
2,000
Spring 2015 Summer 2015 Fall 2015
Active CoursesActive Faculty
BLACKBOARD COURSES
18
WEB PRESENCECUSTOMER SATISFACTION
PRODUCTION SERVICES SUPPORTED DATABASES
METRICS
ACTIVE UNIVERSITY ACCOUNTS
UNIVERSITY EMAIL
Table 2
Affiliation Users
Benefit Eligible Employees
Undergraduates
Graduates
Temporary Employees
2303
7065
6175
746
Temporary Employees4.6%
Graduates37.9%
Undergraduates43.4%
Benefit Eligible Employees14.1%
Benefit Eligible EmployeesUndergraduatesGraduatesTemporary Employees
Table 2
Affiliation Users
Employee
Students
Student Workers
Former Students
Retirees
Sponsored
2929
17072
169
10043
383
10570
Sponsored25.7%
Retirees0.9%
Former Students24.4%
Student Workers0.4%
Students41.5%
Employee7.1%
EmployeeStudentsStudent WorkersFormer StudentsRetireesSponsored
ACTIVE EMPLOYEE & STUDENTS
16,289 TOTAL
UNIVERSITY AFFILIATION
41,116 TOTAL
Table 2
Affiliation Users
Employees
Sponsored
Students
Retirees
Former Students
2696
773
61
381
88
Former Students2%Retirees
9.5%Students
1.5%
Sponsored19.3%
Employees67.4%
EmployeesSponsoredStudentsRetireesFormer Students
Table 2
Affiliation Users
Students
Sponsored & Retirees
Former Students
Employees
17011
3
9955
232
Employees0.85%
Former Students36.60%
Sponsored & Retirees0.01%
Students62.54%
StudentsSponsored & RetireesFormer StudentsEmployees
ON-PREMISES
EMAIL MAILBOXES
3,999 TOTAL
CLOUD EMAIL
MAILBOXES
27,201 TOTAL
Table 2
Service Sites
blog.smu.edu
wiki.smu.edu
www.smu.edu
sites.smu.edu
people.smu.edu
150
27
64
43
400
684
people.smu.edu58.5%
sites.smu.edu6.3%
www.smu.edu9.4%
wiki.smu.edu3.9%
blog.smu.edu21.9%
blog.smu.eduwiki.smu.eduwww.smu.edusites.smu.edupeople.smu.edu
WEB SITES
684 TOTAL
Table 2
Database Number
Oracle
Microsoft
55
39
Microsoft41.49%
Oracle58.51%
OracleMicrosoft
Table 2
Database Services
Oracle
Microsoft
26
47
Microsoft64.38%
Oracle35.62%
OracleMicrosoft
NUMBER OF DATABASES
84
TOTAL
NUMBER OF SERVICES
63
TOTAL
Overall satisfaction with OIT
Satisfaction Percentage of Help Desk Requests
Extremely Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Extremely Satisfied
5
21
20
60
349
Extremely DissatisfiedDissatisfiedSatisfiedVery SatisfiedExtremely Satisfied
Extremely Satisfied77%
Very Satisfied13%
Satisfied4%
Dissatisfied5% Extremely
Dissatisfied1%
SATISFACTION SURVEY
505
TOTAL
19
METRICS
O F F I C E O F I N F O R M A T I O N T E C H N O L O G Y
2015 PROGRESS REPORTT H E W O R K O U T L I N E D I N T H I S R E P O R T I S O N L Y A S A M P L I N G O F T H E W O R K
C O M P L E T E D D U R I N G 2 0 1 5 . T H A N K Y O U T O T H E E N T I R E O I T T E A M A S W E L L A S O U R C A M P U S P A R T N E R S H I P S F O R Y O U R D E D I C A T I O N , H A R D W O R K A N D
S E R V I C E O N T H E S E A N D M A N Y O T H E R I N I T I A T I V E S T H R O U G H O U T T H E Y E A R .
P R O D U C E D B Y T H E O F F I C E O F I N F O R M A T I O N T E C H N O L O G Y
C O M M U N I C A T I O N S T E A M
C O N T R I B U T O R S I A N A B E R L E • L A U R E N E K L A S S E N • R A C H E L M U L R Y • Z A C H P E T E R S O N
P H O T O G R A P H Y I A N A B E R L E • H I L L S M A N S T U A R T J A C K S O N • K I M L E E S O N
L A Y O U T & D E S I G N I A N A B E R L E
© 2 0 1 6
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