PEPPERDINE INFORMATION TECHNOLOGY...at Pepperdine’s 69th Annual Bible Lecture series held at the...
Transcript of PEPPERDINE INFORMATION TECHNOLOGY...at Pepperdine’s 69th Annual Bible Lecture series held at the...
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P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y
M O N T H L Y R E P O R T
Table of Contents
Collaboration...............2
Leadership....................4
Faculty Spotlight &
Security Tip...................5
Updates &
Future Events................6
Did You Know?............7
Benchmarks &
Accountibility...............8
Information Technology
Pepperdine Help Desk
Available 24/7
(310) 506-HELP or
(866) 767-8623
IT Website
community.pepperdine.edu/it
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INSIGHT | MAY | 2012
M A Y / 2 0 1 2
C O L L A B O R A T I O N
InsighT Report: A New Name, A New Style, A Better Understanding of IT’s PurposeInformation Technology (IT) is proud to present the new InsighT Monthly Report. Designed by one
of Pepperdine’s own and cleverly renamed by an IT staff member and approved by the mem-
bers of IT’s Leadership Council, the new InsighT Report will be a great display of the partnerships,
leaderships, and collaborations that IT staff take part in every day at Pepperdine.
From the Collins English Dictionary, InsighT is the ability to perceive clearly or deeply; or an often
sudden understanding of a complex situation or problem. IT staff strive every day to provide their
best technology InsighT to assist their colleagues, may it be faculty members, deans or adminis-
trative staff, in achieving their objectives. For it is these partnerships and collaborative work that
help provide the University’s students a place where they can flourish and grow to live purposeful
lives in leadership.
P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y
M O N T H L Y R E P O R T
INSIGHT, (N) THE ABILITY TO PERCEIVE CLEARLY OR DEEPLY; OR AN OFTEN SUDDEN UNDERSTAND-ING OF A COMPLEX SITUATION. - Collins English Dictionary
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INSIGHT | MAY | 2012
Waitley has been with the Pepperdine community for more than eight years. Starting at the
Malibu campus in May 2004, Waitley ran the Presentation Services department for three years
before taking a position at the West Los Angeles campus. During that time he completed his
Master of Science degree in Instructional Design and Technology and is currently nearing com-
pletion of his MBA at the Graziadio School of Business and Management. Waitley also serves as
lead teaching assistant for one of GSBM’s economics professors.
An InsighT-ful Look into the Creation of the New Monthly Report
Meet the people who gave new character to
IT’s InsighT report. To help rename the monthly re-
ports, Chief Information Officer Jonathan See held
a contest to see who could think of the best name.
Micheal Waitley, senior client technologies analyst,
won the contest. What inspired this name? “The name
just spontaneously popped in my head over the
weekend,” Waitley said. “But I think the word fits be-
cause to me it represents transparency and honesty,
which leads to a deeper understanding of what goes
on within the confines of IT.”
The design came from the talented mind of Seaver stu-
dent Allison Brunton. Brunton is responsible for all of the
new graphics seen in IT’s communication campaigns and
throughout IT’s website. From Portland, Oregon, Brunton
graduated in the spring of 2012 with a Bachelor of Arts de-
gree in Advertising and Multimedia Design. She loves noth-
ing more than playing with Photoshop, layouts, and type-
faces for hours on end and hopes to pursue a career based
upon these interests. A few notable projects include t-shirt
designs for her Pepperdine Songfest group, logo design for
the “5 for 5” alumni campaign, her senior capstone ad-
vertising class in which she developed a 3-4 year creative
campaign for a new product, and of course in-house work
for Pepperdine’s Information Technology department.
Allison Brunton
Micheal Waitley
Seaver Graduate 2012
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L E A D E R S H I PIT Staff Take Students on Tour of Pepperdine’s Data Center in Malibu
In early May 2012, Information Technology staff
including Kevin Phan, director of Systems and
Networking, took Seaver students on a tour of
Malibu’s data center.
Associate Professor Nicole Velasquez of Seaver
College and her business students got a first-
hand look at the servers that run critical applica-
tions such as PeopleSoft, email, and information
security.
AVT Group Provide Exceptional Support at the 69th Annual Bible Lectures at Malibu
Information Technology’s Audio Visual Technologies (AVT) group provided exceptional support
at Pepperdine’s 69th Annual Bible Lecture series held at the Malibu campus from May 1-4, 2012.
With more than 350 speakers participating in the Bible lectures, the AVT team also provided
support to 200 other functions happening that week. In coordination with the Seaver Technol-
ogy Liaisons and Anytime Support teams the technology needs for presenters and high level
programs in the Firestone Fieldhouse, Elkins Auditorium, Stauffer Chapel, and Rockwell Dining
Area were successful.
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Faculty Technology SpotlightProfessor James DiLellio, GSBM
The “Tests & Quiz-
zes” tool in Courses
(powered by Sakai),
Pepperdine’s learning
management system,
can be used in a vari-
ety of ways to enhance
learning.
Professor James DiLellio at Graziadio
School of Business and Management
(GSBM), spoke about the successes and
challenges he faced when using this tool
for his classes during the Technology and
Learning’s Faculty Speaker Series.
The Faculty Speaker Series invites fac-
ulty from all five schools of Pepperdine
to share their experiences teaching with
technology.
Currently, the series has six exceptional
faculty speaking on how they are en-
hancing the classroom experience with
technology.
Click here to view the entire Faculty
Speaker Series.
S E C U R I T Y T I P O F T H E M O N T H
Perhaps the most common way Pepper-
dine computers become infected is via
“drive-by” malware, so called because all
you have to do to become infected is just
visit a web page. Attacks most often hap-
pen when the malware distributors attack
your computer via an ad they hire on a le-
gitimate website. The key to their attack is
simply that you are using the web without
updated software on your computer --
especially Flash, Quicktime, Java & Reader.
Anti-virus alone is not enough protection,
so check your browser today, visit http://
browsercheck.pepperdine.edu to see if
your computer requires software updates.
For more information on securing your mo-
bile device or Macintosh or Windows com-
puter, see our quick references at http://
community.pepperdine.edu/it/security/
quickref/.
Protect Yourself From Drive-by Malware
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Technology Request Forms (TRF) are available on the IT website to allow the Pepperdine
community to make online technology requests, such as Audio Visual rentals and Canon
copier services. Recently, IT staff including Sean Fife from the Application Integration Group
and Lynn White and Jerry Hoover from Anytime Support improved the TRFs to automatically
create help desk tickets with proper initial support group assignments.
This improvement not only streamlines the
creation of help desk tickets; it allows IT
to better track and report on requests
made by the University community. This
work also sets the stage for the creation
of a custom technology service request
form that will give the community an al-
ternative to calling the help desk to make
technology requests. Visit the Technology
Request Forms today at
http://community.pepperdine.edu/it/
forms/.
Information Technology recently released the 2012 summer upgrade schedule for the Peo-
pleSoft/WaveNet system. These upgrades are important to IT’s multi-year project, which aims
to improve user experience, stability, and reliability of the PeopleSoft system. During these
upgrades, IT staff will be working on the technology that supports the system, which will cause
certain areas of WaveNet to be unavailable. Please visit the following page to see how you
will be affected by the upgrades: bitly.com/waveup.
Technology Request Forms Allow Community to Make Technology Requests Online
U P D A T E S
F U T U R E E V E N T SSummer Upgrade Schedule for the PeopleSoft/WaveNet System Now Available
Need Training on PeopleSoft or Simpler? June and July Schedule Now Available
PeopleSoft and Simpler training for the months of June and July are now available. These
classes are a great opportunity for you to brush up on your skills and review important policies
and procedures. To register or view the class schedule, visit the IT Training Calendar. For ques-
tions contact Len Krukowski at [email protected].
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D I D Y O U K N O W . . . ?During Finals 7,500 Wireless Devices Accessed the Pepperdine Network
As students become more reliant on their
mobile devices to assist them in their studies,
having a reliable wireless infrastructure will
remain one of Information Technology’s (IT) top
priorities. During finals in the 2012 spring term, IT
staff saw more than 7,500 wireless devices ac-
cess the Peppedine network.
In order to prepare for this increased load during
the summer of 2011 IT staff increased the Mali-
bu Internet bandwidth from 45 megabits to 300
megabits. The image below shows the Internet
activity during the last weeks of the term.
To further optimize traffic at the Malibu campus,
IT’s Network Engineering team is routing some
of the Malibu Internet traffic through the West
Los Angeles (WLA) campus. By utilizing WLA,
IT has alleviated Internet traffic to the Malibu
campus, ensuring the Pepperdine community
experiences a more reliable and faster Internet.
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B E N C H M A R K S & A C C O U N T A B I L I T Y
Anytime Support Desk. During April 2012, there were 2,035 requests for support managed
through the Anytime Support Desk. Of these requests, 77 percent were resolved within two
days and 95 percent were resolved in fewer than five days. The average wait time for indi-
viduals calling the Anytime Support Desk was 36 seconds. Eighty-nine percent of requests
were resolved by the Anytime Support Desk on the first call.
Online Requests. In April 2012, there were 214 additional requests for support managed
through online web request forms. The top two types of online requests were: audio-visual
service (49) and network requests (62).
Anytime Support User Survey. Through an automated feedback process, all Anytime Support
Desk callers have the opportunity to complete a web-based satisfaction survey. In April 2012,
214 (11 percent) of 1,808 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.
S u b s c r i b e o r T e l l U s W h a t y o u T h i n k A b o u t t h e M o n t h l y R e p o r t s
Do you know someone who would benefit from reading IT’s InsighT Report? Or do you have a
question or comment about the new report? Drop us a line at [email protected].