INFORMATION SYSTEM S AND SERVICES ANNUA L RE PORT · presentation Award to Dr America’s Ja Po...
Transcript of INFORMATION SYSTEM S AND SERVICES ANNUA L RE PORT · presentation Award to Dr America’s Ja Po...
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Information Systems and Services Annual Report, 2008-09
EXECUTIVE SUMMARY The annual report addresses the accomplishments and activities of Information Systems and Services (ISS). ISS is a unit of Vice President for Administration and Treasurer. The unit’s mission is to support learning through the appropriate application of technology. In practice, ISS manages the information resources used by every operating unit on campus. In addition to the computing infrastructure, we also specify and maintain security cameras, operate the University’s telephone system, produce and edit video productions, train and support our learning management system (WebCT), maintain a television production studio, and operate Cable-TV channel 13.
Highlights from 2008-2009:
• Launch of the new www.washburn.edu website (Feb. 19th, 2009) with a new design prepared by FryeAllen and transition of over 300 pages into new design template and new content management system - Cascade. Eighteen end user training sessions have been provided in Cascade with 36 people completing the training.
• Applied Portfolio Management Live Production: Recorded Stock Presentations to be used as a course supplement and marketing tool for School of Business graduate programs.
• Broadcast 34 games over the web – football, basketball, and volleyball home games.
• A new design was developed for the campus security camera surveillance system for monitoring and recording with Pelco Endura network products. New system installation also includes cutover of 38 existing cameras, with fiber work to complete the cutover. The project also includes multiviewers for the communication center at the Police dept. with viewing on a 52” LCD, providing 16 viewing blocks and multiple rotating camera images in some of the blocks. Twenty-five new IP cameras were installed in LLC and Stoffer building locations, as well as replacement of 5 Business Office cameras with a new IP model Pelco camera to take place in Aug. 2009.
• Sonography Videos – Recorded and streamed a wide range of videos related to sonography for use in Allied Health online courses. (156 hours)
• Washburn University Transformational Experience Video – Testimonial video of students explaining the opportunities and benefits of the Washburn University Transformational Experience program. (32.5 hours)
• 382 video files were added to the streaming server between July 1st, 2008 and June 30th, 2009.
• Upgrades to software installed in computers in the Technology Learning Center (Bennett 102) included: Adobe Captivate 4, Photoshop Elements 7, Adobe CS4 Master Collection Suite, and Dreamweaver CS3 for the MAC.
• Individual instructional training was provided to 98 persons on a wide variety of topics. Group training sessions were also conducted in the following categories: Two Clicker sessions-13 attendees; Seven Basic Excel sessions-22 attendees; Two Cascade CMS sessions-12 attendees
• Classroom renovations included removing and reinstalling projection equipment: Summer 2008: 5 classrooms (Carnegie 200, 203, 300, 304, and 306); Winter break: 4 classrooms
2
(Henderson 007, Petro 224, 225, 226); Summer 2009: 4 classrooms (Morgan, 158, Morgan 176, Morgan 268, Petro 12)
• The purchase and migration/implementation to ANGEL began in January 2009. A technical implementation team was formed to test and work through single sign on to ANGEL and the integration with Banner and Luminis (MyWashburn portal). A Summer 2009 pilot with some courses/instructors using ANGEL was performed. A total of 52 sections (49 online, 3 web-assisted) with 39 instructors began using ANGEL for summer 2009 courses.
• Setup point-to-point fiber link with assistance from USD 501 to connect Washburn and KAW
• Incorporated the network at Washburn Tech into the Washburn network: Reconfigured WUTech Network core and network infrastructure to integrate and extend Washburn’s network to WUTech; Setup point-to-point fiber link with assistance from USD 501 to connect Washburn and WUTech; Installed Barracuda Web Filter at WUTech to manage required content filtering; Installed Cisco PIX firewall at WUTech to improve security and network performance.
• New Servers Installed : IBM p-Series server with Logical Partitioning for Banner Upgrade; IBM VMware server cluster for Banner Upgrade.
• New systems installed from summer 2008 computer buy: 319
• Wake-on-LAN implementation rolled out to support improved power savings by allowing system shutdowns without interfering with ability to receive patches and software updates.
• Wrote 30 reports and report modifications using specifications obtained from Institutional Research. Provides vetted reports for academic areas.
• Researched and fixed 520 duplicate PIDMs; Implemented the new 09-10 financial aid year in Banner; Processed 351 name changes; Processed 208 account terminations/transfers and 88 new/transferred employee accounts.
• Built/modified the following Web-based applications to support the mission of the university:
Academic Reports revisions; Music Library database; Instrument Checkout database; New online directory for employees (abandoned printed University Relations directory); Online directory for students, honoring opt out; Collection of race/ethnicity initially through self-service, and then through the account lookup process; Refund Dates by Semester; Online Course Schedule Search available from http://www.washburn.edu/schedule (abandoned printed line schedule); Study Abroad Application Online; “Find a Freshman” for mid-term grades; Automatic upload of charges on student accounts; Declaration of Major .
• Performed the following Banner upgrades: BXS 7.2 and EMC 5.30; Financial Aid 7.11 SSB; OAE 3.1.2; Financial Aid 7.12; Banner General 7.5; Banner Channels 7.2; HR 7.2.7; Employee Self-service 7.3.3; Intellecheck Upgrade to 3.0.12; Financial Aid 7.13.
• The initial draft of Information Security regulations requested by the Technology Steering Committee were completed and sent to them to approve or recommend changes.
• Created and installed 75 VOIP phones for temporary offices in Morgan during the HVAC work.
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• Significant improvements and additions were made to the campus data and telecom infrastructure. These include:
Assist with design and planning for the Whiting renovation which is nearly complete with 2 new telecom rooms. This also included new fiber and copper from Whiting to Bennett and Morgan
Provided training to other university employees who handle fiber optic cable to assure that it is always cleaned and connected for proper operation.
Built fiber path across campus from Garvey to KTWU for future telecasts.
Assisted with planning and design of cable infrastructure for new Police Emergency Operations Center.
1087 trouble tickets were processed with 26 remaining open on June 2.
This was a busy year for us and we want to thank all our customers for being supportive of our efforts this year.
In these next pages, please read about our specific accomplishments by the three operating units within ISS, Enterprise Application Services, Instructional Services, Systems and Networking.
Appended to this document is our Program Review Progress Report, submitted in January of 2009.
As always, we are pleased to receive your feedback and suggestions for improvement.
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Psychology Lab Technology Consultation
(Dave Provorse/ Cindy Turk)
Consulted and recommended equipment to purchase and install for recording Psychology
experiments in various lab settings. Technology will replace old outdated analog cameras and
recording devices. (15 hours)
Webcasts/Videoconferencing
(Faculty/Staff)
Provided connection and setup for group viewing of three webcasts for VPAT in Distance
Learning Classroom-Henderson 9.
Provided connection and setup for videoconferencing for 10 sessions. Three of those sessions
were for the Nursing department connecting to students studying abroad in Finland.
Streaming (Faculty/Staff)
382 video files were streamed and added to the streaming server between July 1st, 2008 and
June 30th, 2009.
Video Editing/Storage Solution
(Faculty/Staff/ Students)
Worked on developing solution to allow Faculty, Staff, and Students the ability to edit small (3
minute) video projects in designated labs on campus.
(114 hours)
AVID Editing PC Backups
(ISS)
Worked with ISS: Systems and Networking staff to have the two AVID Editing bays added to the
campus tape backup. This change will provide a reliable backup solution for Instructional
Services editing projects. (5 hours)
Television Studio (Mass Media/ISS)
Renovation Design Development of an upgrade plan that will replace the outdated equipment in the television
studio (items include: cameras, switcher, monitors, and audio board). This plan takes into
account integration of all of the various pieces of new equipment as well as existing equipment
that will remain. (159 hours)
Streaming PC/UStream A PC was added to the studio to enable the Mass Media classes to host live streams of their
programs. In addition, Ustream.com was identified and demoed as a free hosting service that
could be used by the students for this purpose. (34 hours)
Stereo Audio The television studio was re-cabled to support stereo audio through the entire system. (4 hours)
Teleprompter Software Upgrade Software on the Teleprompter in the studio was upgraded due to an issue encountered with
importing files from Microsoft Office 2007. (2 hours)
Toaster Rebuild A computer was refurbished and placed in the television studio to host the Video Toaster
software. The software is used by the Mass Media show class as a video clip server for their
WUCT 13 News program. (66.5 hours)
FACULTY/STAFF TECHNOLOGY TRAINING
9
New Software (Faculty/Staff)
Upgrades to software installed in computers in the Technology Learning Center (Bennett
102) included: Adobe Captivate 4, Photoshop Elements 7, Adobe CS4 Master Collection Suite, and Dreamweaver CS3 for the MAC. Audition 3 was installed on the PC in the Audio Lab facility in Henderson 18D.
Technology Training (Faculty and Staff)
Training documents were provided in the following categories for faculty and staff use, either
through online demos using Captivate or through reference sheets or quick notes posted on the
Technology Learning Center website.
www.washburn.edu/iss/tlc
Technology Training (Faculty and Staff)
FULL GUIDE LIST: Topic Online
Demo
Ref
Sheet
Quick
Notes
Captivate 2
Overview X
Create Blank Project X
Import PowerPoint X
Add Caption X
Add Highlight Area X
Add Image X
Add Rollover Caption X
Add Rollover Image X
Add Zoom Area X
Add Mouse X
Add Click Box X
Add Button X
Add Text Entry X
Add Flash Video X
Add Animation X
Add Text Effect X
Add Audio X
10
Quizzes X
Edit Slide Properties X
Edit Timeline X
Edit Audio X
Edit Project Preferences X
Edit Project Skin X
Publish Project X
Cascade CMS
All Activities X X
Dreamweaver 8
Basic Controls X
Showing Standard Toolbar X X
Setting Up Site X X
Enter Webserver Info X X
Create Index Page X X
Create Template X X
Excel 2007
Deleting Cells X X
Expanding Columns X X
Formatting Rows X X
Freeze Panes X X X
Print Area X X X
Quick Sort X X
Custom Sort X X X
Filter X X X
Functions X X
Find Gradebook Template X X
Using Gradebook Template X
All Toolbars & Buttons X
Basics Workshop X
Internet Explorer 7
Allow Popups X X
Photoshop Elements 6
Text Effects X
PowerPoint 2007
11
Easy Bullet Point Animation X
Presentation Themes X
Thunderbird
Add Washburn email X X
Account
Configure Secure Email X X
Create Signature X X
Word 2007
Mail Merge Basics X X
Envelope Mail Merge X X
Label Mail Merge X X
Table Basics X
All Toolbars & Buttons X
Finding Templates X
Faculty ANGEL
Welcome to ANGEL X
Course Structure X
Adding Content X
LOR X
Create Assessments X
Create Discussion X
Gradebook Wizard X
Navigating Gradebook X
Grading Drop Boxes X
Grading Discussion Forums X
Grading Assessments X
Running Reports X
Student ANGEL
Navigation X
Course Mail X
Submitting Assignments X
Posting to Discussions X
Taking Assessments X
Checking Grades X
12
Other Tips X
13
Technology
Training (Faculty/Staff)
In addition to online tutorials and reference sheets, multiple individual consulting/training
sessions were provided to faculty and staff on Microsoft Word, Excel, Access, Adobe
Acrobat, Dreamweaver, ANGEL, and Captivate. The following is a summary of those
sessions grouped departmentally. (Sue Taylor)
Department Individual Consultations
Academic Scheduling 1
Administration 1
Allied Health 10
Anthropology 1
Art 3
Biology 1
Career Services 1
Communications 2
Continuing Education 1
Criminal Justice 1
Education 2
Financial Aid 1
History 2
International House 2
Legal Studies 1
Mabee Library 2
Mass Media 2
Modern Languages 11
Multicultural Affairs 2
Music 5
Psychology 3
School of Business 3
Social Work 1
School of Law 1
School of Nursing 37
Theater 1
Total 98
Group training sessions were also conducted in the following categories:
Two Clicker sessions-13 attendees
Seven Basic Excel sessions-22 attendees
Two Cascade CMS sessions-12 attendees
14
Washburn University Cable Television
(WUCT)
Programming 59 local programs (103.5 hours of content) were aired on WUCT between July 1st 2008
and June 30th 2009. These programs consisted of; 8 episodes of Seaman High School
SVTV (8 hours), 16 episodes of WUCT 13 News (8 hours), and 35 Washburn Sporting
events (87.5 hours).
Public Service Announcements 228 Public Service Announcements were aired on WUCT between July 1st 2008 and June
30th 2009.
Remote Access
A system was developed to allow WUCT personnel to remotely access the station from an
internet connection. This was implemented primarily for school closings but has also
assisted staff with changing the feed when there is satellite interference or other issues.
(20 hours)
UPS
An Uninterruptible Power Supply was added to the station to prevent system outages.
Stereo Audio Audio for WUCT was rewired to provide stereo audio instead of mono.
CLASSROOMS/LABS Mass Media Lab
Mediation (Barb DeSanto)
Installed projector, screen, DVD player, and podium into Henderson 007, Mass Media lab
during winter break.
Allied Health Tricaster (Rusty Taylor)
Tested direct connection from Tricaster in Benton 111 Allied Health lab to Salina Regional
Health Center, in order to provide “live” demonstrations to distance education students of
labs with the SimMan.
Classroom Renovations
Classroom renovations included removing and reinstalling projection equipment.
Summer 2008: 5 classrooms (Carnegie 200, 203, 300, 304, and 306)
Winter break: 4 classrooms (Henderson 007, Petro 224, 225, 226)
Summer 2009: 4 classrooms (Morgan, 158, Morgan 176, Morgan 268, Petro 121)
Three classrooms received cable replacements from the PC/DVD to the projector.
(Benton 211, Henderson 204, and Morgan 180)
Mediation-provided for Petro 104 using existing equipment from Whiting 253 that was
removed as a general purpose classroom.
Security alarms were installed on projectors in three classrooms during their
renovations.
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16
Faculty Online Training
WebCT-Two face-to-face WebCT sessions were provided for faculty and one MyWashburn Course Homepages vs. WebCT assisted session. More than 40 WebCT related one-on-one sessions were provided by support staff for WebCT. ANGEL-multiple meetings and
demos were provided to departments discussing the migration and implementation of ANGEL (CAS chairs, Allied Health retreat, noontime demo, Dept. of Education, Faculty Development workshop) Faculty training sessions to learn ANGEL were provided starting in Feb. 2009. Four faculty members completed the ANGEL training session and assisted online education staff with group faculty training sessions. (Don Kellogg-Allied Health, Michael McGuire-Psychology, Debbie Isaacson-Nursing, Jay Memmott-Social Work) Seven group sessions were provided that worked through an online training module developed by the Instructional Designer. Six sessions were supplemented by six face-to-face sessions for questions and interaction about each unit. An additional fully online session was also provided. 115 instructors registered for these sessions, with 50 completing the training. Summer 2009 training sessions were also provided, with approx. 34 faculty registered.
Online Education Totals
The number of online and web-assisted courses continues to increase annually as
compared to previous semesters. Summer 2008: 102 online courses, 24 web-assisted
with 89 instructors teaching online. Fall 2008: 152 online courses, 134 web-assisted
courses with 150 instructors teaching online. Spring 2009: 194 online courses, 133
web-assisted courses with 140 instructors teaching online.
The following graphs reflect those totals.
0
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100
120
140
160
180
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22
Annual Accomplishments, Systems & Networking Services 2008 - 2009
New Staff
New Staff
Jeff Geist,
Systems and Network Administrator
Heath Barnhart,
Assistant Systems and Network Administrator
Lynn Cress
Systems and Network Administrator
Organizational Changes
Technical Support Center (TSC) brought under Systems and Network Services
Management.
Network Changes
New wireless network equipment installs in residential living:
LLC, Keuhne, West, and Washburn Village
Upgrade to 802.11N units in LLC
Mabee Library wireless upgrade
Network core and firewall redesign planned and implementation begun to support
Banner server upgrades
Network switches and network reconfiguration to support Pelco Endura security
camera system
23
KAW Area Technical School
Integration
Setup point-to-point fiber link with assistance from USD 501 to connect Washburn
and KAW
Reconfigured Kaw Network core and network infrastructure to integrate and extend
Washburn’s network to Kaw
Installed Barracuda Web Filter at KAW to manage required content filtering
Installed Cisco PIX firewall at KAW to improve security and network performance
Installed and implemented new virtual server at KAW
Configured an isolated teaching network at KAW utilizing a new proxy server to
allow access to outside resources while still protecting the Washburn and KAW
network infrastructure from being disrupted by activities on the teaching network
Segregated KAW’s wireless network to improve security pending full integration of
KAW wireless resources with Washburn wireless network
Purchase and implementation of Sophos Antivirus for KAW – reducing costs and
standardizing with Washburn
Development of standardized system images for Kaw computers
Migration from old KAW trouble ticket system to Washburn’s Bodprints system
Configuration of Windows Domain Trusts between WUAD and KATS Active
Directories to allow cross-authentication between domains
Migration of KAW computers into WUAD
Installation of WUAD domain controller replica on-site at KAW
KAW building K fiber installation and network upgrade
New Servers Installed
IBM p-Series server with Logical Partitioning for Banner Upgrade
IBM VMware server cluster for Banner Upgrade
IBM AIX Servers
AIX Network Installation Manager server
OAS-EM test and production
Database test and production
ODSEDW test and production
OAS-INB test and production
Batch Test and production
Cascade content management system – production and test servers
New e-Print production and test system – production and test servers
remote.washburn.edu Linux remote access server
iAlert emergency alert system server
Off-site backup web and DNS server
Security and vulnerability scanning server
Subversion software revision control server
24
Luminis Servers
Two Test portal Servers
Test Resource Server
Test e-Mail Server
Test Calendar Server
New Windows 2008 Terminal server cluster
Two new Windows 2008 file servers for storage of sensitive data
WUAD Domain Controller for Kaw
New Gameplan server for Athletics
New III server for Mabee Library and multi-institution consortium
Test deployment of Flash video server
Touchnet Credit Card Processing
Touchnet Credit Card Processing: Two test servers
Two production servers
Mac OS X-Serv server
QuickBooks server
MAPS test server
New Imaging test and production servers
New Rendering test and production server
Proxy server for Kaw teaching network
Microsoft systems Center configuration Manger server
(46 in all)
Training
Clayton Peters: Pelco Endura training
IBM p550 on-site training
Shawn Geil: IBM DS series storage
IBM Network Install Manager
IBM Virtualization Technologies
Jeff Geist: Microsoft Systems Center Configuration Manager
Windows 2008 Terminal Server
Windows Server 2008 and Active Directory 2008 Update Training
(pending week of June 22nd)
Certification
Clayton Peters: Pelco endure Technician certification
All SysNet: Fiber optic Operator certification
25
Other Items
Substantial modifications to Windows user account creation scripts to better support
Mac WUAD clients
First full physical inventory of computer systems at Washburn
Inventory of computer systems at Kaw
New systems installed for summer 2008 computer buy: 319
Adobe software new purchases installed: 107
Design
Designed server architecture to support new SunGard SCT Banner and Luminis
upgrades and Enrollment Management Implementation.
Redesigned core and server-room network architecture to support new Banner and
Luminis servers as well as to improve existing services.
Redesign backup process to improve backup and restore performance by utilizing
staged backups to disk and tape.
Implemented Journaling backups to substantially speed up nightly backup processes
on major file stores.
Wake-on-LAN implementation to support improved power savings by allowing
system shutdowns without interfering with ability to received patches and software
updates as well as ensure timely wake-up of powered off computers.
26
Annual Accomplishments, Enterprise Application Services 2008 - 2009
SUPPORT
Institutional Reporting
Wrote 30 reports and report modifications using specifications obtained from Institutional Research. Provides vetted reports for academic areas. This is a decrease of 25% from the previous fiscal year.
Events
Supported the following Washburn University Events through Web-based and/or database systems: Math Day, Math Placement Exam Registration, EN300 Placement Exam Registration, WSGA President, Senate & Freshman Elections, Homecoming King and Queen Elections. These systems simplify data collection and provide more immediate information.
Banner/Partner System
Maintenance
Successfully implemented the new 0910 financial aid year in Banner. Recurring accomplishments such as admission, registration of students, creation of new schedules, fee assessment, 1098-Ts, W-2s, salary planner, Evisions transcripts, Touchnet credit card table updates, population selections, FormFusion e-mails to students, analysis of tuition assessment, etc. These repeating events often come with new requirements/features for implementation.
Census Reporting Fall and spring database clones requested by Institutional Research for census reporting.
Duplicate PIDMS
Researched and fixed 520 duplicate PIDMs, representing about 0.50 FTE (at 2 hours/dup pidm). 79 of these duplicate PIDMs came about as a result of the load of KAW data.
Name Changes
Processed 351 name changes. Each name change can take up to a half hour of ISS staff time to process, and the average time period between the request and the completion of the name change request has been 38 days, as users are given time to communicate with us about whether or not the name change request has been accurately entered.
New Employees and
Terminations/Transfers.
Processed 208 account terminations/transfers and 88 new/transferred employee accounts.
Account Deletions
September 2008, deleted 1329 accounts, leaving 13368 MyWashburn accounts. February, 2009, deleted 4921 accounts, leaving 12,305. June, 2009 deleted 16,072 accounts, leaving 12,309 accounts. The June deletions were high due to the fact that MyWashburn accounts were automatically created for WU Tech students, but not used.
Web Site Maintenance
Registrar's Important Course Dates Report, Late Class Add Form, Business Office Excess Financial Aid Web Page Changes (Yearly), Continuing Education Web Site, Transfer Guides.
PHASEOUTS
Accsp2 Assisted in moving scripts and databases off of accsp2, so that this system could be shutdown November 21, 2008.
27
Webmastering
Assisted with transitioning the webmaster position to Instructional Services.
THE UNEXPECTED
In March, and again in June, the e-mail store experienced corruption, and staff assisted with reconstructing mailboxes for employees affected by the corruption.
THE NEW
SSO to Angel
Implemented Single Sign on to Angel for pilot Angel courses during Summer 2009.
MAPS Server Configured a new MAPS server for secure access to Intellecheck.
Terminations Workflow
Wrote database triggers to provide for workflow notifying providing notification to selected offices when an employee has terminated employment.
Development Tickets
Requests for development of new reports/extracts/applications requiring more than two hours of an employee’s time are stored in a development database for tracking. 207 of these requests were completed during the 2008-2009 academic year. At the end of the 2008-2009 academic year, 185 tickets remained open (representing an increase of 62%). At the end of the 2008-2009 academic year, 54 tickets are in maintenance mode, indicating our continued support for these developed systems.
Reporting/Extracts
Examples of reports/extracts created/modified for functional areas include Life Insurance Report, Scholarship Award Total Report, Third Party Student Account Info, Feed Documents for Housing Deposits, Banner Security Class Profile, Inventory by Room and Department, Purchasing Vendor Reports, Banner User Profile
Application Development
Built/modified the following Web-based applications to support the mission of the university: -Academic Reports revisions -Music Library database -Instrument Checkout database - New online directory for employees (abandoned printed University Relations directory) -Online directory for students, honoring opt out. -Collection of race/ethnicity initially through self-service, and then through the account lookup process. -Refund Dates by Semester. -Online Course Schedule Search available from http://www.washburn.edu/schedule (abandoned printed line schedule) -Study Abroad Application Online. -“Find a Freshman” for mid-term grades. -Automatic upload of charges on student accounts. -Declaration of Major
28
Data integration
-Modifications to data sent to Teklock lock system -Transformational Experience declarations/completions from existing Web-based system automatically loaded into Banner overnight through API. -Began work on project to export and transfer invoice data from MBS to Banner.
Imaging of Banner
Account Request Forms and
Approvals for Access.
All of the Banner Account Request Forms filled out since the beginning of Banner were scanned and attached to employee records in Banner. Approvals for mass updates to Banner tables are scanned and attached to the approver’s record.
New Data
KAW Terms data imported into the Banner system for 12,367 KAW students, including academic history, in preparation for Washburn Technical Institute using Banner beginning Fall 2009.
iAlert
Created routines to transfer data securely to third-party software used to send emergency announcements through telephone or text messaging.
Software Sungard
Implemented Enrollment Management 1.1 (Recruiting and Relationships)
BodPrints Projects
Created three new projects in BodPrints:
- EAS-Reports tracks Crystal Reports; an inventory of 763 reports initially was used to populate the project.
- Banner Access tracks requests and approvals for Banner access and Banner table mass updates. During the last half of this fiscal year, 132 requests were entered in the Banner Access project.
- Banner PIN Requests tracks requests coming through a new Web form developed upon the request of the Business Office. This form allows a previous student to request that his/her PIN be snail-mailed to his/her permanent address on record, so that payments can be made through iBod.
-
New Banner and
Partner App Functionalities
Recruiting Communication Plan using Banner and FormFusion. Deferred Pay for KAW (now WU Tech) employees. Scholarship Budgets loaded into Banner instead of hand-entered. Fine Grain Access Control implemented to secure scholarship funds management. MyWashburn Student tab visible to all faculty support personnel Direct Lending features in Financial Aid. Teach Grant setup in Financial Aid.
Script creations/ reviews/modifications
Stuempextract modifications to provide for KAW employees in the online employee directory.
Personnel Searches
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29
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30
TRAINING
Received
3-day Oracle Application Server training – February, 2009 for Cathy Heit, Bethe Titsworth, Bill Bunten, Joyce Scheck, Eileen Brouddus and Susan Jarchow. 5-day SQL Training for Sandy Selden, March, 2009. Live Online Oracle Application Express training for Bill Bunten and Bethe Titsworth, December 2008. 3-day training on Luminis Data Integration for Gail Kenefake, Linda Griffin, Eileen Brouddus and Bill Bunten. April 2009
Given
Banner navigation training (ongoing) Scanning documents using Capture Perfect for storing on the NAS.
CONFERENCES
Financial Aid Attended by Sandy Selden. December 1 – 5, 2008.
SETA Conference
Gail Kenefake presented “Using FGAC and Protection of Sensitive Information Inside and Outside the Box” at the SETA Southwest Conference held in Phoenix Sept 21-23, 2008.
Banner Support Meeting
Held November Over 150 people registered for the 5th Annual Banner User's Group Conference for Kansas/Missouri institutions, hosted on November 12 and 13, 2008 by Washburn University. All members of the EAS staff attended. Presentations were made by Eileen Brouddus, Joyce Scheck, Bill Bunten, Bethe Titsworth, Susan Jarchow, Sandy Selden, Linda Griffin, Gail Kenefake and Gary McGirr.
Banner Summit
Attended by Sue Jarchow and Cathy Heit, March 22-25, 2009, Philadelphia, PA
THE FUTURE Upgrade to Luminis IV, implementation of ODS/EDW and the Enrollment Management Recruiting and Performance software, and upgrade to Banner 8 will be the largest projects we face in 2009-2010. We are ready for the challenge!
31
Annual Accomplishments, Security & Project Management 2008 - 2009
ISS Security & Project Management
Information Security
In FY09, work continued on the process of creating an Information
Security program. Due to the merger with KAW, the scope of this work
increased significantly.
Security Audit
An internal information security audit was undertaken in February
2009. The Nessus vulnerability scanner was used to scan all Washburn
and KAW IP numbers. Detailed audit reports are available at:
S:\ISS\Security\Scan Reports\FY09. Several vulnerabilities were found
and Bodprints tickets were created to track the resolution of these
items. At this date, many have been resolved but a few remain in
progress.
After the audit, the security officer monitored multiple resources
carefully to identify new vulnerabilities as they were discovered. A
master list of known problems was created, prioritized, and is reviewed
weekly at ISS staff meetings. The current list is attached at the end of
this document.
Remediation Items
The initial draft of Information Security regulations requested by the
Technology Steering Committee were completed and sent to them to
approve or recommend changes. These regulations identify a number
of areas where potential vulnerabilities exist. The committee will need
to decide if the regulations proposed are too restrictive for the risk they
eliminate. Examples include:
--Limit end user knowledge of admin password
--Limit anonymous uses on campus network
--Require servers with sensitive data to be housed in Bennett
--Require security review of all new software and services
--Require annual security audit by external company
--Destroy all storage media at end of life
--Require PCs to be in WUAD domain
--Require Law school to remove public IP numbers from desktop PCs
The Information Systems and Services department does not have
authority to enforce these (and other) remediation actions without the
support of upper management.
32
Other Information Security Accomplishments
--Continued security awareness communications including participation in National
Cyber Security Awareness Month and maintaining an Information security web site
for Washburn.
--Served on Educause Information Security Effective Practices working group.
--Completed work with Chartwells to plan their network changes for PCI
compliance.
--Monitored and responded to DMCA notices.
--Identified and responded to security incidents (spreadsheet attached).
--Participated in quarterly Regents Information Security meetings.
--Received approval to limit bandwidth of Gnutella and ARES traffic that was
generating many DMCA notices.
--Worked with Psychology faculty to plan for secure storage of human subject
data.
Project Management
Only one large project was assigned for project management in FY09, the
creation of a trust relationship between KAW campus and Washburn Campus. This
involved working with a team of system administrators and PC techs to check
configurations of every PC, server, and network switch at the KAW campus. Over
a 2-3 month period, operating system patches were applied, passwords changed,
switches reconfigured, and security scans run. At project completion, the trust
relationship was activated and now the two campuses are treated as equal from a
computer and networking standpoint.
Cable Infrastructure
Significant improvements and additions were made to the campus data
and telecom infrastructure. These include:
--Assist with design and planning for the Whiting renovation which is
nearly complete with 2 new telecom rooms. This also included new
fiber and copper from Whiting to Bennett and Morgan
--Provided training to other university employees who handle fiber optic
cable to assure that it is always cleaned and connected for proper
operation.
--Built fiber path across campus from Garvey to KTWU for future
telecasts.
--Assisted with planning and design of cable infrastructure for new
Police Emergency Operations Center.
--1087 trouble tickets were processed with 26 remaining open on
June 2.
--Planned and oversaw installation of new online locks in Memorial
Union
--Planned and oversaw installation of new online locks in Stoffer
--Installed new cabling in LLC, West, Keuhne, and Washburn Village to
provide connections for new wireless access points.
33
--Assisted with planning for online locks in Whiting
--Coordinated new cabling in Law School after asbestos abatement
--Installed new cabling and cable tray in Mabee library
--Assisted with WEA Wall of Honor infrastructure design
--Installed new cabling in Petro for newly constructed offices
--Installed cable tray in east wing 2nd floor of Morgan
--Abated cable under server room floor
--Connected grounding straps to all racks in server room
--Installed 72 new cables to 3 racks in server room
--Installed new fiber from Kaw building K to building L
--Installed cabling to support IR move to BTC
--Installed new cable tray first floor Morgan
--installed new cable in new HR offices
--Provided support/advice regards cabling needs for new security
cameras
--Recabled math department to telecom room 262A
--Pulled numerous cables to support temporary offices in Morgan for
HVAC work
--Relocated and rebuilt Garvey fiber POP
--Pulled numerous cables to support Benton office moves
--Recabled east and middle wings (second floor) of Morgan to remove
switches from ceiling.
Photo of cable maintenance required during Morgan HVAC work. Old
cables from the 1990’s were uncovered and revealed they were running
through a hidden fire damper.
34
35
Telephone Systems
Responsibility for telephone systems was moved to this area in FY09.
This includes both the Washburn Nortel and KAW Avaya systems.
--Purchased, configured, and installed an autodialer system for both
Washburn and KAW campuses. These systems are used to call all
campus phone numbers to deliver an emergency message.
--Configured a new ACD group for the Admissions office
--Scheduled and received training on the Avaya phone system
--Created and installed 75 VOIP phones for temporary offices in Morgan
during the HVAC work.
--Added support for new digital Polycom unit
--Shipped 59 phone sets back to ATT for repair
--Processed monthly phone bills (external, internal, long distance, and
MACs)
--Troubleshooting issues with international faxing
Phone Support Tickets Closed FY09
0
20
40
60
80
100
120
140
160
180
200
Jul‐08 Aug‐08 Sep‐08 Oct‐08 Nov‐08 Dec‐08 Jan‐09 Feb‐09 Mar‐09 Apr‐09 May‐09 Jun‐09
36
Security Incidents Summary
Mo Day Time Type IP Location Description
Year 2008
Jul 03 13:50 DMCA 198.252.8.217 Wireless Multiple – see email - gnutella
Jul 04 14:10 DMCA 198.252.8.215 Wash. Village Multiple – see email - gnutella
Jul 07 13:11 DMCA 198.252.8.217 Wireless Multiple – see email - gnutella
Jul 08 22:31 DMCA 198.252.8.215 Wash. Village Multiple – see email - gnutella
Jul 18 13:01 DMCA 198.252.8.217 Wireless Multiple – see email - gnutella
3:30 DOS KAW Excess traffic overloaded ISA and Server
Jul 25 11:00 PCI Aceware/CE Janet Cook turned on local storage of credit
card numbers
Aug 25 14:10 Data leak www.washburn WINS posted on web site for about 30 minutes
of FB team
Sep 02 15:20 DMCA 198.252.15.214 LLC BitTorrent the dark knight
Sep 05 6:22 DMCA 198.252.15.217 Tsunami Gnutella eminem
Sep 04 14:29 DMCA 198.252.15.215 WV Gnutella bon jovi
Sep 06 3:33 DMCA 198.252.15.214 LLC Gnutella hinder
Sep 08 14:43 DMCA 198.252.15.216 Wupublic Gnutella buckcherry
Sep 10 8:30 Acct use Gary Baker Email acct was used to send 30,000+ spams
Sep 11 4:13 DMCA 198.252.15.214 LLC Gnutella lil wayne
Sep 12 13:30 Theft Biology Laptop used for research, connect to high
speed camera
Sep 15 23:38 DMCA 198.252.15.215 WV Gnutella daughtry
Sep 15 19:13 DMCA 198.252.15.217 Tsunami Gnutella counting crows
Sep 15 13:30 DMCA 198.252.15.216 WUpublic Gnutella colbie
Sep 16 7:53 DMCA 199.252.15.217 Tsunami Gnutella mayer
Sep 18 4:53 DMCA 198.252.15.214 LLC Gnutella fergie
Sep 19 20:10 DMCA 198.252.15.216 WUpublic Guntella bowwow
Sep 19 2:37 DMCA 198.252.15.214 LLC Gnutella mayer
Sep 19 15:20 DMCA 198.252.15.216 WUpublic Gnutella colbie
Sep 19 18:32 DMCA 198.252.15.217 Tsunami Gnutella ludacris
Sep 20 23:32 DMCA 198.252.15.216 WUpublic Gnutella goo goo dolls
Sep 21 9:46 DMCA 198.252.15.214 LLC Gnutella hilson
Sep 22 6:31 DMCA 198.252.15.214 LLC Gnutella cagle
Sep 23 0:48 DMCA 198.252.15.217 Tsunami Gnutella metallica
Oct 01 5:10 DMCA 198.252.15.215 WV Guntella
Oct 01 11:31 DMCA 198.252.15.214 LLC Guntella
Oct 03 3:03 DMCA 198.252.15.216 WUpublick Gnutella
Oct 06 17:28 DMCA 198.252.15.214 LLC Gnutella
Oct 08 2:17 DMCA 198.252.12.214 LLC Ares
Oct 08 4:34 DMCA 198.252.15.217 Tsunami Gnutella
Oct 08 19:40 DMCA 198.252.15.215 WV Gnutella
37
Oct 08 3:18 DMCA 198.252.15.217 Tsunami BitTorrent
Oct 10 15:59 DMCA 198.252.15.217 Tsunami gnutella
Oct 10 9:33 DMCA 198.252.15.214 LLC gnutella
Oct 11 23:45 DMCA 198.252.15.214 LLC Gnutella
Oct 11 1:08 DMCA 198.252.15.215 WV Gnutella
Oct 12 6:48 DMCA 198.252.15.216 WUpublic Gnutella
Oct 13 15:55 DMCA 198.252.15.217 Tsunami Gnutella
Oct 14 5:11 DMCA 198.252.15.215 WV Gnutella
Oct 14 16:50 DMCA 198.252.15.216 WUpublic Gnutella
Oct 14 9:40 DMCA 198.252.15.214 LLC Gnutella
Oct 14 22:49 DMCA 198.252.15.217 Tsunami Gnutella
Oct 15 23:52 DMCA 198.252.15.214 LLC Gnutella
Oct 16 2:07 DMCA 198.252.15.214 LLC Gnutella
Oct 17 19:40 DMCA 198.252.15.214 LLC Gnutella
Oct 17 22:07 DMCA 198.252.15.217 Tsunami Gnutella
Oct 21 2:33 DMCA 198.252.15.215 WV Gnutella
Oct 21 19:08 DMCA 198.252.15.214 LLC Gnutella
Oct 21 10:45 DMCA 198.252.15.217 Tsunami Gnutella
Oct 22 6:05 DMCA 198.252.15.215 WV Gnutella
Oct 24 21:59 DMCA 198.252.15.214 LLC Gnutella
Oct 24 15:33 DMCA 198.252.15.217 Tsunami Gnutella
Oct 24 15:05 DMCA 198.252.15.215 WV Gnutella
Oct 26 6:26 DMCA 198.252.15.215 WV Gnutella
Oct 27 8:50 DMCA 198.252.15.214 LLC Gnutella
Oct 27 6:28 DMCA 198.252.15.217 Tsunami Gnutella
Oct 28 18:20 DMCA 198.252.15.216 WUpublic Gnutella
Oct 28 19:08 DMCA 198.252.15.214 LLC Gnutella
Oct 28 17:42 DMCA 198.252.15.215 WV Gnutella
Oct 29 19:29 DMCA 198.252.15.214 LLC Gnutella
Oct 30 0:43 DMCA 198.252.15.215 WV Gnutella
Oct 30 2:42 DMCA 198.252.15.214 LLC Gnutella
Nov 01 8:51 DMCA 198.252.15.216 WUpublic Gnutella
Nov 02 1:29 DMCA 198.252.15.216 WUpublic Gnutella
Nov 03 16:53 DMCA 198.252.15.214 LLC Gnutella
Nov 03 18:47 DMCA 198.252.15.215 WV Gnutella
Nov 05 0:51 DMCA 198.252.15.217 Tsunami Ares
Nov 06 2:22 DMCA 198.252.15.214 LLC Gnutella
Nov 10 11:26 DMCA 198.252.15.217 Tsunami Gnutella
Nov 11 2:57 DMCA 198.252.15.214 LLC Ares
Nov 11 23:18 DMCA 198.252.15.216 WUpublic gnutella
Nov 12 7:36 DMCA 198.252.15.215 WV gnutella
Nov 13 21:15 DMCA 198.252.15.217 Tsunami gnutella
Nov 13 21:31 DMCA 198.252.15.215 WV BitTorent
Nov 14 19:10 DMCA 198.252.15.216 WUpublic gnutella
38
Nov 17 3:45 DMCA 198.252.15.217 Tsunami Unstated
Nov 20 16:27 DMCA 198.252.15.216 WUpublic Gnutella
Nov 20 10:21 DMCA 198.252.15.217 Tsunami Guntella
Nov 20 20:46 DMCA 198.252.15.214 LLC Gnutella
Nov 21 13:33 DMCA 198.252.15.214 LLC Gnutella
Nov 22 3:59 DMCA 198.252.15.215 WV BitTorrent
Nov 23 0:41 DMCA 198.252.15.214 LLC Gnutella
Nov 24 12:23 DMCA 198.252.15.214 LLC Gnutella
Dec 03 23:37 DMCA 198.252.15.216 WUpublic Gnutella
Dec 04 7:29 DMCA 198.252.15.216 WUpublic Gnutella
Dec 06 22:39 DMCA 198.252.15.215 WV Gnutella
Dec 10 4:29 DMCA 198.252.15.214 LLC Gnutella
Dec 12 3:12 DMCA 198.252.15.215 WV Gnutella
Year 2009
Jan 04 3:40 DMCA 198.252.15.245 WV Gnutella
Jan 15 6:17 DMCA 198.252.15.245 WV Gnutella
Jan 15 17:44 DMCA 198.252.15.247 Wustudents Gnutella
Jan 16 7:59 DMCA 198.252.15.245 WV Gnutella
Jan 17 3:45 DMCA 198.252.15.244 LLC Gnutells
Jan 19 9:54 DMCA 198.252.15.216 WUpublic Gnutells
Jan 21 17:52 DMCA 198.252.15.216 WUpublic Gnutella
Feb 04 8:37 DMCA 198.252.15.216 WUpublic Gnutella
Mar 01 9:12 DMCA 198.252.15.245 WV BitTorrent
Mar 13 18:59 DMCA 198.252.15.247 WUstudents Gnutella
Mar 24 19:06 DMCA 198.252.15.245 WV BitTorrent
Apr 10 22:29 DMCA 198.252.15.244 LLC eDonkey
Apr 12 9:38 DMCA 198.252.15.244 LLC Gnutella
Apr 26 3:58 DMCA 198.252.15.244 LLC Ares
May 07 11:38 Intrusion www Bennett
May 09 12:00 DMCA 198.252.15.244 LLC Ares
May 10 17:18 DMCA 198.252.15.244 LLC Ares
May 11 14:22 DMCA 198.252.15.216 WUpublic Ares
May 12 5:25 DMCA 198.252.15.245 WV BitTorrent
May 13 1:44 DMCA 198.252.15.244 LLC Ares
May 29 14:48 DMCA 198.252.12.194 Union/LLC office BitTorrent
39
Unresolved Security Vulnerabilities
June 5, 2009
Ticket # Description
Discovered AGE Public IP PII Impact Total
121420 PHP 12/12/08 6 5 5 5 21 115815 Phone systems 07/29/08 12 0 0 5 17 655 SSN as PIN 04/18/09 2 5 5 5 17
130531 List of public web apps 08/25/08 11 2 2 2 17 130718 stu_emp_extract 05/11/09 1 5 5 5 16 121667 EDExpress at KAW 12/19/08 6 0 5 5 16 115401 PCs w Local Admin 07/16/08 12 0 0 4 16 115231 Java 07/11/08 12 3 15 130367 MS IIS 05/20/09 1 5 3 4 13 128691 Encrypt some backups 03/26/09 3 0 5 5 13 128689 Secure psych folder 03/26/09 3 0 5 5 13 129727 Oracle patches 04/28/09 2 0 5 5 12 123015 .NET 01/29/09 5 3 1 3 12 129183 Cisco ASA/PIX 04/10/09 2 5 0 4 11 124588 NESSUS 192.104.1 red 03/18/09 3 5 1 1 10 124591 NESSUS 192.104.1 other 03/18/09 3 3 2 2 10 130191 Make NTIE secure 05/14/09 2 0 5 3 10 128675 Drop off folders 03/26/09 3 0 5 2 10 305 Banner login audit 12/11/07 6 0 2 2 10
130860 Vmware 05/29/09 1 3 3 2 9 124637 NESSUS KAW 03/19/09 3 0 3 3 9 124570 NESSUS 198.252.11 03/19/09 3 0 3 3 9 124579 NESSUS 198.252.13 03/19/09 3 0 3 3 9 124583 NESSUS 198.252.15 03/19/09 3 0 3 3 9 124594 Helix 03/18/09 3 3 0 3 9 130576 AIX file overwrite 05/20/09 1 3 2 2 8 124615 NESSUS 198.252.9 03/19/09 3 3 0 2 8 122551 Quicktime 01/21/09 5 0 0 3 8 123536 Dreamweaver 02/13/09 4 0 0 4 8 123976 Adobe Flash 02/25/09 4 0 0 4 8 123839 Adobe Reader 02/20/09 4 0 0 4 8 124608 NESSUS 10.30.0 03/19/09 3 0 0 3 6 130615 EAS VLAN config 05/29/09 1 0 0 5 6 130507 MAC 67 patches 05/13/09 1 0 0 4 5 126273 NESSUS PC scan 4 03/20/09 3 0 0 2 5 126261 NESSUS PC scan 3 03/20/09 3 0 0 2 5 126257 NESSUS PC scan 2 03/20/09 3 0 0 2 5
40
124592 NESSUS PC scan 1 03/20/09 3 0 0 2 5 130505 Java on Mac 05/20/09 1 3 4
41
APPENDIX I – ORGANIZATIONAL CHART (AS OF SEPTEMBER 2009)
42
APPENDIX II – PROGRAM REVIEW PROGRESS REPORT
Washburn University
Program Review Progress Report January 23, 2009
Progress Report on Program Review submitted December 2005
Information Systems and Services
2
Table of Contents
Introduction Survey Instruments
Survey Results and Analysis Suggestions for Change
Conclusion
Appendix I – ISS Annual Report, July 2006 – June 2007 Appendix II – ISS Annual Report, July 2007 – June 2008
Appendix III – ISS Organization Chart
3
Introduction
Information Systems and Services is a support unit managing university -wide information resources. The unit is under the direction and guidance of the Vice President for Administration and Treasurer and the Technology Steering Committee which sets IT policies.
The following Program Review Progress Report updates and supplements the Program Review dated December 2005. The Committee has requested that ISS provide a progress report “detailing the results of the constituent/consumer outcome measurements and how they are being used to evaluate achievement of the unit’s goals and objectives.”
Part XII of the December 2005 Program Review details the data required and the specific metric or assessment needed. The Results section of this progress report, details the goals, objectives, and assessments and the measurement method.
The report also addresses the “Suggestions for Change” which the Committee has flowed through from the Program Review. This document updates the progress made on these initiatives.
Three primary data sources were used for this effort. The first is a specially constructed survey which addressed the requirement for client surveys, where requested. The second is our randomly sampled BodPrints customer satisfaction survey. The BodPrints application randomly produces a feedback form which is presented to the user for feedback. The third source is data from our systems themselves. Most of the major systems (spam filters, backup system, web servers, etc.) produce logging data as part of their normal operation.
The next four sections comprise the Progress Review information. The first section, Survey Instruments, addresses the instruments used to gather client data. The Survey Results and Analysis section details the survey questions, responses, and comments on the responses. The section, Suggestions for Change, details the results since 2005 on ISS’s progress on self-identified objectives. Finally, we present some thoughts on our progress these past three years.
4
Survey Instruments
Two instruments were employed to gather data from cl ients for this progress report.
The first was a survey distributed using the Targeted Announcement. Three surveys were customized for the target population – one each for faculty, staff, and students. Using separate surveys provided the capability to modify the context of the question fo r the audience and distribute the appropriate questions to the suitable groups. A screen shot of a survey is reproduced below.
The second instrument is a feedback mechanism included as part of the BodPrints ticket management system. A screen shot is reproduced below.
5
Results from Part XII: Future Program Goals, Objectives and Assessment
The following pages present the goals, objectives, and assessment results requested in the Program Review Progress Report.
The format follows the Part XII section of the Program Review as shown below.
A. Goal
a. Objective [Assessment]
Survey result or metric
6
A. The university will provide and maintain technology to support classroom and online learning.
a. Ensure that faculty will have a desktop solution with capabilities for accessing media-rich tools. [Numbers of PCs on desktop]
ISS has provided all faculty with desktop or laptop PCs. All “net stations” have been removed from desktop use. A typical system is a Dell desktop purchased within the last 4.25 years running Windows XP; Mac OS X systems have been supplied at department request for some areas. These are installed with the following supported software applications (current base install, equivalent software is available for Macs):
• Windows XP • Internet Explorer 7 • Windows Media Player 11 • Microsoft Office 2007 • Word 2007 • Excel 2007 • PowerPoint 2007 • Infopath 2007 • OneNote 2007 • Publisher 2007 • Windows Movie Maker • Adobe Reader 9 • Adobe Flash Player 10 • Adobe Shockwave 10 • Quicktime Player 7.5 • Real Player 11 • Mozilla Thunderbird e-mail client • CoreFTP • SciFinder Scholar • Sophos Antivirus • DVD Playing software for systems with DVD-ROM drives • CD-Burning software for systems with CD-RW and DVD+/-
RW drives More detail is available on the core supported software page located at this address: http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS_Core_Supported_Software_p352.html Current data show 1,229 desktop PCs and Laptops on campus deployed to faculty, staff, and departments. (Note: this does not include lab or other common-use computers)
7
b. Equip, maintain and upgrade classrooms and computer labs for instructional technology with provisions for discipline-specific applications where appropriate. [Number of mediated classrooms, evaluation of procedure for requesting additional software]
Currently, all 79 “general purpose classrooms” (as defined by Academic Scheduling & Commencement) have been mediated. Requests for additional software installs are processed through academic or administrative department heads before being passed on to ISS. ISS reviews the following considerations:
• Licensing and other legal requirements or limitations • Compatibility with existing systems and applications • Ongoing support requirements • Purchase costs, if applicable, and ongoing support costs • Similarity in function to already existing or alternative
software – in order to reduce costs, we will consult with requestors to determine if the same functionality can be provided with existing or lower-cost alternatives, if applicable.
• Security review of software performed by the University Security Officer
8
c. Support online course management tools for usage within the traditional classroom or in a distance-learning environment. [Survey students and faculty.]
Faculty Survey:
Sufficient and timely support for WebCT, Respondus, and StudyMate is provided to faculty in developing and teaching online courses.
Strongly agree 14 20%
Agree 17 24%
Neutral 29 41%
Disagree 7 10%
Strongly disagree 3 4%
Faculty Survey:
Sufficient training and support is available to faculty utilizing MyWashburn course tools in web-assisted, hybrid courses, or within the traditional classroom setting.
Strongly agree 8 11%
Agree 22 31%
Neutral 30 42%
Disagree 8 11%
Strongly disagree 4 6%
Student Survey:
Technical support for students taking online courses is sufficient and provided in a timely manner.
Strongly agree 33 10%
Agree 99 29%
Neutral 180 53%
Disagree 15 4%
Strongly disagree 12 4%
9
d. Enhance the
learning experience through emerging technologies. [Survey students and faculty]
Faculty Survey:
Washburn University has enhanced the learning experience with emerging technologies, such as “clickers” for use in the traditional classroom.
Strongly agree 11 15%
Agree 22 31%
Neutral 24 33%
Disagree 9 13%
Strongly disagree 6 8%
Student Survey:
Washburn University has enhanced the learning experience with emerging technologies, such as “clickers” for use in the traditional classroom.
Strongly agree 32 9%
Agree 126 37%
Neutral 148 43%
Disagree 22 6%
Strongly disagree 13 4%
In addition to clickers, ISS has encouraged the adoption of PowerPoint remote presenters. These devices free faculty from the need to stand at the classroom computer and still control their PowerPoint presentation. For three Fall semesters, ISS has distributed 50 remote presenters to full-time faculty at no charge.
B. The university will provide and maintain technology to increase the efficiency and integrity of the business tasks of the university.
10
a. Provide a centralized database with data entry standards allowing for secure access to data as needed for reporting and/or analysis. [client response to surveys]
Faculty Survey: I am satisfied with the tools available to obtain information from our administrative software Banner. (Examples of tools you may use include MyWashburn self-service, Crystal Reports, Academic Reports, Mailing Labels, Employee Directory, and the Student Directory.)
Strongly agree 7 10%
Agree 19 26%
Neutral 23 32%
Disagree 8 11%
Strongly disagree 15 21%
Staff Survey: I am satisfied with the tools available to obtain information from our administrative software Banner. (Examples of tools you may use include MyWashburn self-service, Crystal Reports, Mailing Labels, Employee Directory, and the Student Directory.)
Strongly agree 5 5%
Agree 49 53%
Neutral 21 23%
Disagree 14 15%
Strongly disagree 4 4%
Student Survey: I am satisfied with the tools available to obtain information from our administrative software Banner. (Examples of tools you may use include MyWashburn self-service, Employee Directory, and the Student Directory.)
Strongly agree 44 13%
Agree 195 57%
Neutral 58 17%
Disagree 26 8%
Strongly disagree 18 5%
Providing usable data from the Banner Student Information System has been a challenge. The Sungard provided reports are not usable or complete. There has been significant growth in the number of Crystal Reports developed which has provided some relief. New since 2005 are the mailing label application, and the new employee and student directories. Also, Academic Reports report suite has made 56 real-time academic reports available for managing classes and enrollment.
11
b. Provide integrated systems to enable conducting the business of the university online. [number of successful implementations of integrated systems]
Currently, Enterprise Application Services is maintaining the following systems, reported during the December 2005, Program Review, as a part of the Unified Digital Campus: SunGard Banner, Luminis Portal, Document Imaging, E-print, Touchnet Payment Gateway, Touchnet Student Account, Sun One e-mail, Sun One calendar, and WebCT online course software. A project is in progress to implement Enrollment Management software utilizing prospect data stored in Banner. As a part of the Relationships piece of this software, the Luminis software may be used to extend the portal to potential students. As a part of the performance measurement function of the software, an Operational Data Store and Enterprise Data Warehouse will be brought into production. The implementation of the Enrollment Management software requires an update to the Luminis software, e-mail, and calendar systems. In addition, Enterprise Application Services will be implementing a solution to "clean" addresses upon data entry, whether it be through Banner forms or self-service. Enterprise Application Services will also configure Single Sign On for the new learning management system to be chosen by the University (replacing WebCT).
B. The university will utilize a process for standardizing technology hardware and software on campus to promote compatibility, ease of use and support.
12
a. Coordinate the selection and purchase of campus-wide hardware and software to maximize funding allocation. []
ISS has coordinated and consolidated purchases of hardware and software
• Annual summer computer buy – we take advantage of substantial discounts available when purchasing standardized desktop and laptop models in bulk from both Dell and Apple
• Consolidation of Technology Request purchases – bulk or multi-item purchase discounts are available when processing Technology Request Purchases, e.g. HP Printers
• Regular coordination with purchasing to ensure review of technology purchases in order to prevent inadvertent purchasing of redundant, non-standard, or otherwise over-priced software and hardware
• Campus software licenses for common products: o Microsoft software, including Office, Windows
Desktop and Server Operating Systems o Adobe Campus Licensing Program provides
substantial discounts on Adobe software o Purchase and maintenance of multi-user or network-
based licenses for additional software, such as SAS and SPSS
b. Utilize an authentication scheme that provides for access to computing technology across campus. [growth in usage of Active Directory]
Since 2005, the campus Active Directory has grown from a limited test deployment to providing authentication and authorization to desktop resources across campus. Current Active Directory utilization is substantial; virtually all systems on campus are integrated with it. Growth is still occurring in some areas:
• Kaw Area Technical School campus integration is planned over Spring and Summer 2009
• Law School adoption of Campus Active Directory is limited but increasing
• Integration of all Mac OS X system authentication with Active Directory is expected to be completed by Summer 2009
• Integration of other services is planned where feasible with new Banner and Learning Management system implementations
• Active Directory currently incorporates: o 1797 listed non-server computers (desktops and
laptops) o 15152 Individual users (faculty, staff, current
students, inactive student accounts not yet scheduled for deletion, affiliates, emeriti, etc.)
c. Upgrade campus-wide software on a regular basis. [growth in usage of Active Directory]
Active Directory in combination with Microsoft Systems Center Configuration Manager allows ISS to inventory software on client systems and push updated software to clients, as needed. This was used to deploy Office 2007 prior to the Fall 2007 semester, as well as maintain other software updates and patches without having to use labor-intensive methods. On the Office deployment alone, we estimate a savings of more than one FTE.
13
d. Identify categories of desktop computer users and standard “image”s for each category. [published on the Web and communicated to campus]
We have standard PC and Mac computers: http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS__PC_Configurations_p350.html http://www.washburn.edu/washburn/gen/washburn_generated_pages/ISS__Mac_Configurations_p351.html Operating System and Application packages for various roles are available for quick deployment through disk imaging and/or Systems Center Configuration Manager. This includes customized images for various roles, including:
• Faculty • Staff • Lab • Customized application installs for selected labs • Mediated Classroom
e. Provide for network storage across platforms. [usage of network-attached storage, including shared space]
Using Active Directory for authentication and authorization, users can access centralized personal data stores (N: drive/Home directory) and common data stores (S: drive and others). Total available disk storage available for general use is 8.3 Terabytes, of which 2.4 Terabytes is currently in use.
C. The university will encourage available technologies that support communications among university constituencies and protect privacy.
a. Require the usage of washburn.edu e-mail accounts for official Washburn correspondence. [Statistics regarding usage of washburn.edu e-mail accounts]
All Washburn faculty, staff, and students have @washburn.edu e-mail addresses. Some faculty, staff and students have multiple e-mail addresses in Banner, but the @washburn.edu is the only e-mail address marked as preferred for all. ISS (and many other areas of the University) require the usage of the @washburn.edu for official correspondence.
14
b. Provide a portal for gaining access to university resources through single sign-on. [MyWashburn usage statistics]
All Washburn faculty, staff, and students have MyWashburn accounts. All faculty, except for Law School faculty, use MyWashburn accounts to assign grades. 80% of non-faculty employees use MyWashburn accounts to enter timesheets. Approximately 81% of students enroll online, and, to do so, must utilize their MyWashburn accounts. Resources requiring authentication and available through single sign-on from MyWashburn, with no need to re-authenticate, include: Sun e-mail client, Academic Reports, Course Textbook Requirements, Transformational Experience declarations, self-service, MyWashburn course tools, and WebCT.
c. Encourage the use of electronic communication tools for university announcements. [client response to surveys]
Faculty Survey:
I understand the university policies for communicating information to all students, faculty or staff.
Strongly agree 7 10%
Agree 35 50%
Neutral 11 16%
Disagree 12 17%
Strongly disagree 5 7%
Staff Survey:
I understand the university policies for communicating information to all students, faculty or staff.
Strongly agree 9 10%
Agree 60 65%
Neutral 16 17%
Disagree 8 9%
Strongly disagree 0 0%
15
d. Establish best practices for the usage of technology as a communication tool. [survey clients]
Faculty Survey: I am satisfied with the various tools available for communicating electronically with groups of colleagues and students. (Examples of tools you may use include e-mail aliases, targeted announcements, discussion listserv groups, and MyWashburn groups.)
Strongly agree 8 11%
Agree 33 46%
Neutral 13 18%
Disagree 12 17%
Strongly disagree 6 8%
Staff Survey: I am satisfied with the various tools available for communicating electronically with groups of colleagues and students. (Examples of tools you may use include e-mail aliases, targeted announcements, discussion listserv groups, and MyWashburn groups.)
Strongly agree 5 5%
Agree 52 56%
Neutral 19 20%
Disagree 14 15%
Strongly disagree 3 3%
Student Survey: I am satisfied with the various tools available for communicating electronically with groups of colleagues and students. (Examples of tools you may use include e-mail aliases, targeted announcements, discussion listserv groups, and MyWashburn groups.)
Strongly agree 55 16%
Agree 186 54%
Neutral 54 16%
Disagree 31 9%
Strongly disagree 17 5%
D. The university will provide a secure and reliable technology service infrastructure.
16
a. Establish backup systems for critical data and infrastructure supporting information systems. [number of successful restores/number of requested restores]
Washburn currently uses IBM's Tivoli Storage Manager for server and data backups. Backups are retained in an incremental-forever fashion (full-backup initially, then only backup changes thereafter) with expiration dates for previously deleted files or number of old versions of files kept varying somewhat depending on type and server, but for most end-user and other critical data these are 56 days (8 weeks) for deleted files and up to 5 previous versions of files if those versions are no more than 8 weeks old. Two point-in-time full backups are taken per year for archival purposes, one in the first work-week of January, the other typically around the time of end-of-fiscal-year (end of June, beginning of July). Over the last 24 months, Systems and Network Services has received 95 requests for data restores. Of those, 89 restore requests were completed successfully, 6 could not be restored due to factors outside our control or due to backup policies (files not actually on a server, created and deleted on the same day, request for files previously deleted more than 8 weeks prior and beyond expiration period), 3 were unrecoverable for other reasons (recovered files were corrupt, files could not be successfully be reintegrated to original locations [e-mail], no backups of requested file location existed [issue corrected]) Successful restores have covered a wide range of areas and data volumes including but not limited to user data, e-mails, databases, log files, and complete server operating system restores. Overall success rate is 91% Success rate for materials covered under backup policy is 97%
17
b. Provide a secure and reliable infrastructure for voice, video and data transmission. [number of closets built to standard, power and cable audits]
Telecom Room Status - 2008
Meet spec Meet spec Projected to meet
Bui lding Room Type in 2005? in 2008? spec (i f funded)
LAW 202C SHELF NO NO -
LAW 214G OFFICE NO NO FY10
LAW 214I TABLE NO NO -
LAW PUBSRV TABLE NO NO -
LAW 125 SHELF NO NO -
LAW 214M SHELF NO NO -
LAW 213G SHELF NO NO -
LAW 260E SHELF NO NO -
L. CLINIC MECH SHELF NO NO -
KUEHNE MECH CABINENT NO YES -
WEST MECH SHELF NO YES -
BENNETT 103 RM NO YES -
100D OFFICE NO NO -
KTWU 103C TC NO NO FY12
106B RM NO NO FY12
WV-COMM 1 RM YES YES -
WV-BLDG1 220 RM YES YES -
WV-BLDG2 221 RM YES YES -
WV-BLDG3 222 RM YES YES -
WV-BLDG4 223 RM YES YES -
SWRC 105 RM YES YES -
ART-BLDG 103 RM YES YES -
YAGER 318 TC YES YES -
BENTON 122C TC YES YES -
109 MECH NO NO FY10
216 MECH NO NO FY12
210 CEILING NO NO -
212 CEILING NO NO -
18
b. Provide a secure and reliable infrastructure for voice, video and data transmission. [number of closets built to standard, power and cable audits]
(CONTINUED)
INT HOUSE BSMT CABINET NO NO FY11
HENDERSON 1B RM NO NO FY11
113 CEILING NO NO
200 CORE NO NO FY13
300 CORE NO NO FY13
UNION 010A TC NO NO FY12
221 MECH NO NO -
WEA 9 RM YES YES -
BTC 8 TC NO NO FY13
LLC 38 RM YES YES -
000A TC YES YES -
100A TC YES YES -
200B TC YES YES -
300A TC YES YES -
400A TC YES YES -
GARVEY 107 RM NO NO FY10
235A CLASS NO NO -
MABEE 108 RM NO NO FY11
203B TC NO NO FY11
CARNEGIE 209 TC NO YES -
FACILITIES 100H TC NO YES -
FAC BLDG#1 100L TC NO NO FY13
PETRO 112 RM NO NO FY12
108 CEILING NO NO -
STGB TC NO YES -
211A TC NO NO FY10
2LOBBY CEILING NO NO -
19
b. Provide a secure and reliable infrastructure for voice, video and data transmission. [number of closets built to standard, power and cable audits]
(CONTINUED)
MORGAN PBX RM NO YES -
14 TC NO YES -
18 CEILING NO NO -
124 TC NO NO FY13
278 CEILING NO NO -
259 CEILING NO NO -
239 JANITOR NO NO -
262A RM N/A YES -
STOFFER 004C TC NO YES -
103 TC NO YES -
203B TC NO YES -
301B TC NO YES -
In the past two years, ISS has developed a cabling infrastructure standard which covers campus data closets. This standard was developed using the national BICSI standard. New construction and closet upgrades have been implemented using this standard. ISS has been working closely with Facilities on new construction projects ensuring these standards are included in the design and verifying resulting work is performed to these standards. Since 2005, 12 closets have been brought up to standard and one totally new closet was constructed. On-going projects are moving telecommunications equipment out of ceilings and into data closets.
20
c. Provide network capabilities to identify, isolate and prevent the spread of viruses, security threats, and spam. [Anti-spam software usage]
ISS has purchased campus site licenses for antivirus software. Previously this was for CA E-Trust antivirus. We recently transitioned to Sophos antivirus. The antivirus software is installed on all Washburn systems. ISS has purchased Barracuda Spam firewalls for inbound, and more recently, outbound e-mail. The inbound spam firewall, in nearly two years of use, has blocked:
• 102,161,589 Spam messages • 17,038 messages with viruses • 4,921,597 abusive e-mail servers
In addition, spam firewall has:
• Quarantined 329,541 e-mails as likely spam (and notified the recipients)
• Tagged 513,603 e-mails as possible spam (delivered to users)
• Delivered 7,996,880 e-mails to users as legitimate Our outbound Barracuda Spam firewall was put in place to protect ourselves our institution’s reputation from account compromises that have occurred when users have given out their Washburn e-mail account passwords. It has also helped us to improve our mitigation of incidents. This system has been in place for 6 months, in that time the outbound firewall has:
• Blocked 13,278 e-mail responses to known malicious accounts and fraudulent requests for sensitive information
• Blocked 32,582 spam messages • Blocked 181 messages with viruses embedded • Allowed 4,113,906 legitimate e-mails through to systems off-
campus
E. The university will provide education and support for the usage of technology meeting the needs of all of its constituents.
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a. Extend the availability of technology support, ensuring a high level of problem resolution at initial customer contact and providing for a centralized monitoring of infrastructure [Technology Support Center statistics]
The Technology Support Center provides first and second-tier desktop and application support. Live staff is available on the phone or in person from 7:30am to 11:00pm, Monday through Thursday, 7:30am to 5:00pm Friday, 8:00am to 5:00pm Saturday, and 1:00pm to 11:00pm on Sunday. It is available for faculty, staff, and student questions and problems. A new requirement since 2005 is skills certification. The TSC staff is required to maintain at least A+ Certification and is encouraged to expand knowledge and certifications beyond this industry-standard IT certification. They are expected to be able to perform a high-level of first-call support resolution. For problems that require additional time or resources, tickets are entered into Washburn’s BodPrints ticket tracking system and tracked from origination to completion. Since implementation in 2006 to mid-December 2008, a total of 14,882 tickets had been processed through BodPrints Technology Support queue: 2006 – 3.570 2007 – 5,871 2008 – 5,441 (as of mid-December) Systems and Network Services provides monitoring of core servers, services, and network equipment. This is currently in transition from a legacy Nagios monitoring system to a newer Zenoss-based monitoring system. Notifications of problems are sent to all Sysnet staff via e-mail, as well as to an Sysnet emergency phone assigned to an on-call System Administrator. An ISS Survey as of December 2008 showed the following satisfaction levels with TSC Desktop Support Staff: Staff – 73% Agreed or strongly agreed that they are satisfied with the ability of ISS support staff to address desktop support issues, 15% disagreed. Faculty – 55% Agreed or strongly agreed that they are satisfied with the ability of ISS support staff to address desktop support issues, 32% disagreed. Clearly there is some room to improve with faculty, but overall we feel these results are positive.
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b. Support the usage of Web-based resources to market and promote the university and its programs and services. [Survey clients]
Faculty Survey: I am satisfied with the access, training, and the tools available for web site development.
Strongly agree 3 4%
Agree 20 28%
Neutral 23 32%
Disagree 15 21%
Strongly disagree 11 15%
Staff Survey: I am satisfied with the access, training, and the tools available for web site development.
Strongly agree 2 2%
Agree 29 32%
Neutral 45 49%
Disagree 9 10%
Strongly disagree 7 8%
Student Survey: I am satisfied with the access, training, and the tools available for web site development.
Strongly agree 27 8%
Agree 136 40%
Neutral 129 38%
Disagree 32 9%
Strongly disagree 16 5%
These scores are expected to improve in the future. We are in the process of rolling out a new content manager and new site design templates making it easier for clients to design and maintain websites. In addition, ISS was able to add a full-time webmaster as a community resource to assist in website development.
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c. Centralize technology education efforts, making related resources available online. [Survey clients]
Faculty Survey: Online resources for learning new software (tutorials, information sheets, etc. made available by the instructional designer through the Technology Learning Center website) have provided valuable information and assistance.
Strongly agree 9 13%
Agree 27 39%
Neutral 25 36%
Disagree 5 7%
Strongly disagree 4 6%
Staff Survey: Online resources for learning new software (tutorials, information sheets, etc. made available by the instructional designer through the Technology Learning Center website) have provided valuable information and assistance.
Strongly agree 10 11%
Agree 28 30%
Neutral 45 49%
Disagree 5 5%
Strongly disagree 4 4%
The Technology Learning Center and Instructional Designer are new since 2005. The Center provides online guides for common tasks in Office 2007 (32), Adobe (23), MyWashburn (11), and Banner (10). In addition, the Center is home to instruction efforts for individual applications. In the last year, 34 individuals participated in Adobe Elements training where every participant received a copy of the software for use on their University-owned computer.
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d. Expand support of PCs. [Survey clients]
Faculty Survey: I am satisfied with the ability of ISS support staff to address my desktop computer support issues.
Strongly agree 16 22%
Agree 24 33%
Neutral 9 13%
Disagree 10 14%
Strongly disagree 13 18%
Staff Survey: I am satisfied with the ability of ISS support staff to address my desktop computer support issues.
Strongly agree 29 32%
Agree 38 41%
Neutral 11 12%
Disagree 10 11%
Strongly disagree 4 4%
We clearly need to address the reported difference in satisfaction with desktop support. These data do not agree with the random survey of satisfaction of those receiving service. In the item below, 90% stated their expectations were met and their issue was resolved. A review of the comments provided as part of the survey may provide an insight. In the comments, several faculty members were concerned about their ability to install software and administer their university-provided computers themselves. While systems are initially deployed from ISS without administrative rights for individual users, Deans have the ability to request administrative rights for any faculty member, if the Dean deems it necessary for the faculty member to effectively and efficiently perform their work. Under the direction of the Technology Steering Committee, and in accordance with the “least privilege” principle, administrative rights are not given by default.
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e. Recruit and retain a highly skilled information technology staff to adequately maintain, support and enhance support and services and to add new services as needed. [Survey clients]
BodPrints is the ticket management system which ISS uses to track service incidents. The system has a feature which allows randomly selected clients to provide after service ratings of the service received. Tickets are assigned across ISS, so these results are a broad representation of service provided. The following are the summary of the survey results: How was the service you received?
Exceeded Expectations 43 46%
Met Expectations 41 44%
Did Not Meet Expectations 9 10%
Was your issue resolved?
Exceeded Expectations 37 40%
Met Expectations 46 49%
Did Not Meet Expectations 10 11%
--- Faculty Survey: Since 2005, the performance of ISS desktop support in terms of knowledge of technical issues and their ability to resolve them has improved.
Strongly agree 15 21%
Agree 19 26%
Neutral 21 29%
Disagree 12 16%
Strongly disagree 6 8%
Staff Survey: Since 2005, the performance of ISS desktop support in terms of knowledge of technical issues and their ability to resolve them has improved.
Strongly agree 21 23%
Agree 34 37%
Neutral 27 29%
Disagree 9 10%
Strongly disagree 2 2%
The performance improvement noted by our clients (Faculty-47% and Staff 60%) is a clear win. Changes in personnel, training, and organization have produced a notable difference in the quality and effectiveness of support.
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Suggestions for Change (update)
Six elements were presented in the Program Review, and flowed through in the Committee report, as suggestions for change. Significant progress has been made on these initiatives. The following addresses ISS efforts since the 2005 Program Review.
Change Item Progress
Implement a security plan and disaster plan. Incidents have happened at neighboring institutions already.
Security Plan – the University has staffed the position of Information Security Officer. He has produced a first draft of a security plan for review and comment by the University Community. In addition, we have completed security scans (patching dozens of server vulnerabilities), executed data storage reviews (moving hundreds of FERPA-regulated files behind firewalls), and implemented a fast response to desktop workstation vulnerabilities – using network tools to patch hundreds of workstation a day.
Disaster Plan – During the summer of 2008, we completed the installation and commissioning of a diesel-fueled 300 KW generator to support continuing operation in Bennett Hall’s server room, the telephone system, and the Washburn Police Department during a power outage. This is our first step in implementing business continuity measures. We have an ongoing project with USD501 to co-locate equipment in each other’s data centers to ensure continue operations in the face of disaster.
Improve the quality of the campus network to industry standards.
ISS has developed a standards document for campus data closets. The standard is used for all new construction and remodeling efforts. We have completed two projects in the last quarter – moving networking equipment from ceilings and mop closets to data closets.
Reduce turnover of ISS staff by paying more competitive salaries; the University might also consider liberalizing its tuition reimbursement plan.
When possible, we have used market data to augment salaries to competitive status. This has been an important component in our ability to hire competent technical staff.
PCs and Macs demand more support than (sic) Net Stations. More support positions need to be funded by ISS and academic units.
In 2005, ISS had one full-time support technician. Since that time, we have added four desktop support technical staff. These individuals are located in the buildings they service – providing personal service.
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Hire an instructional coordinator. The individual in this position would train ISS staff, and faculty. Virtually all faculty members should be using technology support more fully in their classes.
Since the 2005 Program Review, we have hired an Instructional Designer for training faculty and staff. The Instructional Designer has delivered group sessions, online modules, and one-on-one assistance. In addition, we established a faculty and staff training center – The Technology Learning Center in Bennett Hall, room 102.
Provide more access to Banner data – particularly to support academic decision making and HLC accreditation needs.
There has been significant growth in the number of Crystal Reports developed to provide data for operational units. Other report applications include the mailing label application, the new employee directory and the student directory. The Academic Reports report suite has made 56 real-time academic reports available for managing classes and enrollment.
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Conclusion
The ISS organization has undergone significant change in the past two years. A new organization has been implemented and focused on meeting client needs at the point of use. We have systematically addressed issues noted in past Program Reviews, worked on issues identified in the ISS Strategic Plan, and used data to modify procedures and processes to make them more efficient.
As a result, we have a long list of achievements which has made a significant difference for our clients. The details are available in the Annual Reports for 2006-2007 and 2007-2008. A few highlights are presented here:
• We mediated ALL remaining general classrooms using funds from ISS operating budgets.
• Arranged to have Microsoft Office and Windows XP/Vista available for home use by faculty and staff for $9, to students for $79. Setup Adobe CLP licensing for Adobe and Macromedia products – reducing the cost of the products by about 50%.
• Installed an Internet traffic shaping device which dramatically improved our Internet performance. We increased the Internet carrying capacity by over 100% and contracted with a second Internet Service Provider to provide a redundant connection to the Internet.
• Implemented system management software making it possible to install software on all University computers at the same time, saving thousands of technician hours. This allowed us to complete the Office 2007 rollout to all University desktops in time for the Fall 2007 semester. We were the first university in Kansas to complete the upgrade.
• Designed and installed an eleven camera security system for the Mulvane Museum – on three week’s notice – to enable the on-time opening of the Museum.
• Updated WebCT hardware which removed the 50 MB limit on the size of classes on the system.
• Designed and produced over 75 web video broadcasts for football, basketball, and volleyball home games. Production crew members were drawn from Washburn Mass Media students, providing the students with real-world experience on a broadcast crew.
• Redesigned the technology support model placing technicians in the buildings, decentralizing support resources. Deployed four additional desktop support personnel and increased their skills through training and certification. All ISS personnel are required to attend at least one training event each year.
• We have augmented existing staff and hired a webmaster to improve our web presence and as a technical resource for clients. We have purchased and implemented a new content management system and are currently porting the current website into a new template design.
• The Technology Learning Center was established and outfitted with software and hardware not generally available on campus. An instructional designer was hired to provide direct training and develop training materials for clients.
• Designed and established standard computer configurations saving tens of thousands of dollars each year. Deployment was dramatically improved. Purchased computers were installed within three weeks of arrival and before fall semester begins. Computers were purchased with custom image on hard drives to eliminate costly setup by WU personnel.
• Working with Continuing Education, we researched, qualified, installed , tested, and successfully rolled out a Student Information System designed primarily for continuing
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education courses. The web-based system has allowed Continuing Education to accept enrollment entirely through the web – including credit card payment.
• Built the following web-based applications: Academic Reports, Assessments Web Site System, Music Listening Library System, Transformational Experience System Phase I & II.
• Developed a credit card widget to allow the University to take credit card payments securely over the web.
• By request of faculty and students, ISS purchased additional disk space and increased email storage space for students from 10 MB to 100 MB, and 1 GB for law students.
• Held the first ever Washburn Technology Fair at Bradbury Thompson Center. Over 15 companies and academic programs exhibited. Attendance was well over 300 from faculty, staff, students, and the public.
• We completed the installation and commissioning of a diesel -fueled 300 KW generator to support continuing operation in Bennett Hall’s server room, the telephone system, and the Washburn Police Department during a power outage. This is our first step in implementing business continuity measures.
• Deployed wireless technology to Stoffer Hall and all student residence halls using a next generation, high-density technology, capable of supporting scores of simultaneous clients.
• Adopted a standard student response system (clicker) which was recommended by the Faculty IT Advisory Committee.
The combined list of ISS accomplishments detailed here is much greater than in any other two year period. The service expansion and infrastructure improvements have placed Washburn on a solid footing for the future. Further, the objectives from the strategic plan and Program Review were effectively completed.
Since the age and condition of the IT infrastructure in 2005 was below standard in many ways, ISS has been in a rebuilding mode these last two years. Much effort was expended in establishing standards, addressing security problems, replacing substandard equipment like net stations, and augmenting staff to support the infrastructures.
However, the services expanded during this period were equally impressive. Nothing had more impact on teaching and learning than completion of classroom mediation. Every classroom now has access to the same baseline technology to allow the use of Internet resources in instruction.
There have been new services added – establishment of the Technology Learning Center, adoption and roll out of clickers, new reporting options like Academic Reports, and expansion of wireless network coverage to all residence halls.
However, the University community is rightfully demanding more from ISS. We agree and intend to respond with a more impressive list of accomplishments in the future.
Key for the future of information technology is a strategic plan closely aligned with the University’s strategic plan. ISS is very encouraged the University has decided to develop an overall strategic plan which will provide significant guidance for techno logy.
A key component for future technology growth is funding. Currently, just retaining our current infrastructure is a challenge. For instance, just replacement of desktop computers on the four -year
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system requires funding of more than $400K per year. The total available for all technology equipment in a given year is just $400K – leaving other infrastructure – servers, wired networking components, wireless components – without any funding. More disconcerting is this does not include new initiatives. The challenge of maintaining our current infrastructure and being able to respond to new initiatives is a real concern.
ISS makes a commitment to identify and implement cost-saving initiatives to make technology more affordable. The combined purchasing of standard desktop computer hardware has netted a savings of about $70K per year which has allowed purchase of dozens of more computer systems. Recently, we have begun to design a method to power down computers during off hours. Preliminary estimates are the University could save in excess of $100K per year when fully implemented.
In conclusion, we present this Progress Review Update for your consideration and appreciate any feedback and guidance the Committee has to offer.
Appendix I
Annual Report, 2006-2007
Washburn University
Information Systems and Services
Revision 1.0
INFORMATION SYSTEMS AND SERVICES
ANNUAL REPORT
… supporting learning through technology
Covering the period from July 1, 2006 through June 30, 2007
Washburn University
Information Systems and Services
Revision 1.0
Information Systems and Services Annual Report, 2006-07
EXECUTIVE SUMMARY
The annual report addresses the accomplishments and activities of Information Systems and Services (ISS). ISS is a unit of Vice President for Administration and Treasurer. The unit’s mission is to support learning through the appropriate application of technology. In practice, ISS manages the information resources used by every operating unit on campus. In addition to the computing infrastructure, we also specify and maintain security cameras, operate the University’s telephone system, produce and edit video productions, train and support our learning management system (WebCT), maintain a television production studio, and operate Cable-TV channel 13.
Highlights from 2006-2007:
Technical support closed 17,068 tickets; 16,941 tickets were created.
We mediated ALL remaining general classrooms using funds from ISS operating budgets.
Arranged to have Microsoft Office and Windows XP/Vista available to faculty and staff for $9, to students for $79.
Installed Internet traffic shaping device which dramatically improved our Internet connection’s performance.
Implemented system management software making it possible to install software on all University computers at the same time, saving thousands of technician hours.
Designed and installed an eleven camera security system for the Mulvane Museum – on three week’s notice – to enable the on-time opening of the Museum.
Updated WebCT hardware which removed the 50 MB limit on the size of courses on the system.
Broadcast 33 games over the web – football, basketball, and volleyball home games.
Completed redesign of technology support structure placing technicians in the buildings, close to customers. See support model in Appendix I.
Purchased and deployed 260 computers during summer 2006. Computers were purchased with custom image on hard drives to eliminate costly setup by WU personnel.
Shutdown 10 NT servers which had not been supported with security updates or patches for more than two years.
Shutdown legacy AS/400 system.
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Built the following web-based applications: Academic Reports, Assessments Web Site System, Music Listening Library System, Transformational Experience System Phase I & II.
Developed a credit card widget to allow the University to take credit card payments over the web.
Setup Adobe CLP licensing for Adobe and Macromedia products – reducing the cost of the products by about 50%.
We want to thank all our customers for being supportive and helping us work through our reorganization this year. This has been a rebuilding year for us, and we have several new faces in our support family.
In these next pages, please read about our specific accomplishments by the three operating units within ISS, Instructional Services, Systems and Networking, User and Application Services.
As always, we are pleased to receive your feedback and suggestions for improvement.
ISS Staff.
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Annual Accomplishments, Instructional Services
SPRING 2006 Online Education Purchased and began using Captivate as another
method of training for Online Education. Captivate
allows for interactive software demonstrations and
simulations. This will accommodate a more visual,
self-paced learning style for faculty and students.
IE 7 testing in relation to Online Education. Worked
out any issues in advance of the upgrade to provide
smooth transition to IE 7.
SUMMER 2006 WebCT Updated WebCT server hardware. This upgrade will
allow future upgrades/changes in an online
management system to be made.
SUMMER AND
FALL 2006
Online Faculty Online Faculty Advisory Committee Review on
“Online Course Management System.” This
committee provided faculty involvement in
recommending the future direction of Online
Education in relation to the course management
system.
FALL 2006 Mediated Classroom Installed new projector alarm mount and lectern in
following rooms.
Art – Room 216
Garvey – Rooms 33, 112
Henderson – Room 217
Morgan – Rooms 15, 16, 137, 158, 159, 160, 175,
178, 179, 259, 260, 378
Petro – Room 221, 225, 253
Mediating all general purpose classrooms allows
instructor access to files and information in every
classroom. The consistency of the equipment
provides familiarity and an ease of use to faculty.
ISS Website
Redesign
Phase 1- Launched Fall 2006. Team led by Dustin
Fluke. Included new ISS Logo design. Presenting a
unified online presence for ISS to faculty, staff, and
students. Also provides current information about
resources within ISS.
5
Commencements Commencements for Fall 2006 – 1 ceremony.
Recorded multiple camera production for replay on
WUCT-13 and copies for sale to students. Streamed
files also available on video server. Provides an
awareness of WU commencement and graduates to
the community. Recording, replay, and streamed
files provide opportunities for others to view the
ceremonies if they cannot attend.
WINTER 2006 WUCT WUCT weather station recalibration. Provides more
accurate local weather information on WUCT-13 for
the Washburn community and Topeka.
FALL 2006 and
SPRING 2007
MIAA MIAA Sports Productions – Fall 2006 and Spring
2007. Football - 5 football games.
Volleyball – 7 games plus 3 tournament games
Basketball – 9 women’s games and 9 men’s games.
Live streams of games, recorded playback on
WUCT-13 and recorded files on video server.
Sports Productions allows the marketing of
Washburn University through sporting events to
reach a large audience worldwide through the live
streaming of the games. These productions also
allow opportunities for students to gain “live”
production experience.
SPRING 2007 Mediated Classroom Mediated Classroom Installations, January 2007.
Two large lecture halls. Henderson 100 and 112.
Mediating all general purpose classrooms allows
instructor access to files and information in every
classroom. The consistency of the equipment
provides familiarity and an ease of use to faculty.
Daylight Savings
Time
Daylight Savings Time Updates to Equipment,
February 2007. (March 11, 2007) – Media Xtreme,
DVRs in Police Department.
Commencements Spring 2007 – 4 ceremonies.
Recorded multiple camera production for replay on
WUCT-13 and copies for sale to students. Streamed
files also available on video server.
Office 2007 Microsoft Office 2007 Training – Spring 2007.
Assisted by Sara Tucker and Judy Druse through
DART.
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SUMMER 2007 Alarms Projector alarms added to following Mediated
Classrooms.
Garvey – Rooms 118, 131, 220
Morgan – Rooms 177, 280, 377, 381
To provide more security for the equipment in open
mediated classrooms.
WUCT WUCT Media Xtreme Upgrade. To accommodate
automation of programming material on tape and/or
live satellite events. This automation reduces
personnel costs to manually program material for
WUCT-13.
Office 2007 Microsoft Office 2007 Training – Spring 2007.
Assisted by Sara Tucker and Judy Druse through
DART.
Labs New lab installation for Faculty/Staff training needs.
Bennett – Room 102. A training facility for faculty
and staff to learn new technology (hardware and
software) and receive instruction either in group
sessions or one-on-one. This facility and the addition
of an Instructional Designer will help enable faculty
and staff to effectively use technology for teaching,
as well as for general workplace tasks.
Stoffer Renovation Mediated Classrooms and Labs to be completed:
Classrooms: 7, 105 and 138.
Labs: 16, 18, 22, 106, 108, 110, 118, 122, 124,
128, 130, and 134. Mediating the science
classrooms and labs will allow the science faculty to
access information and teach in similar mediated
classrooms across the campus.
ADDITIONAL Security Cameras Additional Security Camera Installations/Equipment.
Installed 2 cameras at 1313 Washburn, 2 cameras
at new “WEA Building” and 6 new cameras in
various outside locations (on poles) all connected to
Campus Police Department.
Mulvane Art Museum camera installations.
Added DVR and new monitor setup in Police
Department dispatch room. Helping to provide a
safe environment for faculty, staff, students and the
community by monitoring areas of the campus
through more security devices.
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VIDEO School of Business
(Lee McGinnis)
Marketing and Management Course Video –
promotional video for graduate course(s) to be
accessed off a website. Providing information about
the School of Business, courses, and Washburn to
potential students.
WEA
(Scott Sewell)
Annual Giving Campaign Videos – 2006 Campaign-
Reality: WU Style and 2007 Campaign-The WU Late
Show – video produced to assist in the campaign
kick-off supporting Washburn University.
Residential Living
(Mark Stier)
Residential Halls Promotional Videos: LLC,
Washburn Village, Kuehne and West; RA
Testimonials – promotional videos that showcase
residence halls and provide information to current
and potential students. Files are linked off website.
University Relations
(Amanda Millard)
United Way Campaign Kickoff Video – taping of
President Farley to assist in the kickoff of the
campaign and linked off website.
University Honors
Program (Donna
LaLonde)
Transformational Experience Kickoff Video – taping
of President Farley to assist in the 1st
Transformational Experience Kickoff.
Athletics
(Gene Cassell)
Basketball Player Cards – edited video/text of each
player with statistics of that player to be used during
the streamed production and on the video board in
Lee Arena.
AUDIO Allied Health
(Kelley McDonald)
Allied Health Pronunciation Glossaries – audio files
of exact pronunciation of medical terms, to be used
as resources for students in classes. Glossaries will
promote student learning and access to information.
Files will be accessible from a web page.
History
(Sara Tucker)
China Oral Histories (Audio Editing and Streaming).
To provide Chinese history materials to history
students. Provide faculty technology support
RECORD Political Science
(Bob Beatty)
Governor’s Inauguration Recording – to be used as
resource material for Political Science classes.
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School of Business
(Rob Weigand)
Applied Marketing Management Live Production –
recorded Stock Presentations to be used as
marketing tool for School of Business graduate
program.
Political Science
(Mark Peterson)
Congress to Campus Recording – to be used as
supplemental teaching material in Political Science
classes.
9
Annual Accomplishments, Systems & Networking
NEW Services Campus Networking Extend campus network to Washburn Place
apartments. This project involved installing a
large wireless antenna in Petro with a matching
antenna in the kitchen window of Apartment
210. This high speed wireless signal carries
voice and data signal for temporary faculty
offices providing faculty with a work
environment exactly as if they were in their
campus offices.
Extend campus network to 1313 SW 21st
Street. This project supported the move of
Facilities staff from their prior location of 1518
Washburn and included the building and
oversight of a new telecom closet and
installation of a new T1 circuit back to campus.
This circuit supports IP data, voice, and video
for security cameras.
Extend campus network to 1729 MacVicar.
This project was for the new location for the
Washburn Endowment Association and included
a significant extension to the campus fiber
network as it was extended from the Bradbury
Thompson Center, down 17th Street and across
MacVicar.
SMS Systems Management Server supports the roll
out of Windows updates and new packages
remotely to desktop Systems. This results in
security patches and applications updates being
available to employees much more quickly.
For example, the automated overnight
installation of Office 2007 was handled by SMS
rather than spending 3000 man hours to have
technology support technicians travel to each
of 1000 PCs and install it manually.
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Deployment Faster deployment of new services via the use
of virtualization technologies. Installed 2 large
servers running VMware allowing multiple
virtual servers to run on one physical server.
Test systems on older individual hardware
platforms were consolidated into this virtual
environment resulting in more efficiency for
systems needing very little computing power.
Additional Fiber Installed additional fiber to continue process of
creating a redundant loop around the perimeter
of campus. Many locations on campus would
lose network services if a fiber was cut or
broken. More progress was made this year to
build a wheel and spoke physical network so
every building has 2 pathways to Bennett and
off-campus.
Net Enforcer Installed Net Enforcer for Internet traffic
shaping to ensure most efficient use of Internet
bandwidth. Washburn’s 20 MB Internet
connection was often 100% full; some of that
traffic included file-sharing apparently
unrelated to coursework. This device allows
us to prioritize email and web traffic so
employees and students can have the
bandwidth needed for University purposes.
Wireless Networks Created encrypted wireless networks so those
using it are no longer sending data through the
air in clear text format. This alternative
wireless network ensures private data cannot
be read by others using the wireless network.
Perimeter Firewall Migrated campus to a perimeter firewall so
controls can be put in place to protect the
campus data infrastructure. Now all traffic
entering and exiting campus is subject to rules
the University can configure to protect sensitive
servers and data.
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Security Installed Mulvane Museum Security and Fire
Alarm Systems. The addition of these 11
cameras and the ability to remotely monitor
them from any PC was a significant
enhancement to the Mulvane Museum and was
accomplished in just three weeks in order to
meet the deadline for opening the remodeled
facility.
Nagios/Cacti Implemented Nagios/Cacti to allow more
detailed and automated monitoring of systems
and services resulting in more uptime and
availability to users. This software notifies
employees when a change in status of a service
or piece of hardware occurs so that resolution
and restoration of service can happen quickly.
Apple and Network
Integration
Installed and configured Apple OSX Support,
Network Based Imaging, Open Directory,
Integration with AD, Apple Update Server,
License Servers for Music and Art Software,
Dual Booting Intel Macs, TSM for OSX Server.
Allows for common management and support
of Apple desktop devices. Similar to SMS
described above, this work allows easier
management and support of Apple desktop
systems.
Second Barracuda Installed second Barracuda anti-spam appliance
to handle the greatly increased amount of
spam email and prevent it from reaching user
email boxes. Early in FY07, Washburn received
around 150,000 email messages a day with
over 120,000 of those messages blocked by
our first Barracuda. By January, email had
grown to 300,000 messages a day with over
80% of those identified as spam and blocked
from delivery. The original appliance was not
able to keep up with this growth so a second
unit was added.
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KTWU Phased out @ktwu.washburn.edu e-mail
addresses. Migrated KTWU website to new
hardware and shutdown old AIX server. Set up
KTWU archiving systems in Bennett server
room. This is an end-to-end advanced
nearline, archive and asset management
solution for professional broadcast
environments, providing from 1,000 to
100,000+ hours of nearline and archive
audio/video storage with full content
management and tracking.
Servers New servers installed:
Improved Test Environment. In the past some
applications only had a production environment
available making upgrades and testing/training
of new releases difficult and exposed the
University to a degree of risk that has been
removed now that test environments are
available.
TMA - Facilities management software
and work order system
PG – Payment gateway
CES - Continuing Ed development
Remote application/file access was made
available from any Windows XP PC by using the
built-in remote desktop application to WUAPPS.
Statistic package licenses were combined from
the School of Business and VPAA to make 16
total licenses available for faculty on a single
shared server. The server WUSTAT is used for
SPSS and SAS software.
Infrastructure servers:
WUPRINT - print server
WUANTIVIR – eTrust antivirus
WUMEDIA – audio/video server
broadcast and holiday music
WUEMS – Energy management
software to allow Facilities to remotely
manage HVAC.
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PARTNERSHIPS Law School Enhanced cooperation with the Law School in
support of their mission. Law computer staff
meets weekly with ISS systems and networking
staff to share information and discuss technical
challenges.
Wireless Cash
Registers
Set up secure wireless cash registers for
Bookstore. This allows them to sell
merchandise outdoors or other locations where
a wired connection is not available.
INFRASTRUCTURE
IMPROVEMENTS
Network Electronics Upgraded core network switch and added
redundancy. Creates a more stable and higher
speed environment for campus networking.
Set up redundant server switch core
supervisors and path. Results in greater
reliability and backplane switching speed.
Allows campus network traffic to move at faster
speed though the center of the campus
network and allows operation to continue if a
single component fails.
14
Telecom Closets Complete rebuild of network racks in Morgan
PBX room. This telecom closet now meets
minimum standards as part of our ongoing
effort to improve all telecom infrastructure on
campus.
Built telecom closet in Facilities building to
provide environment that meets ISS standards
for cable plant and network switches.
Added/reconfigured racks and equipment in
BT103 to maintain server room in optimal
condition.
All of these items complete some long standing
capital projects that were funded in previous
years and get the campus closer to having a
cabling infrastructure meeting reliability
requirements in the years ahead.
Upgrades eTrust antivirus 8.1.
NetReg Upgrade – OS and enhancements.
Helix Streaming Server – OS and Application.
EDS (OpenLDAP) –OS and Application.
Bodprints 7.5.
Maple 10.
NAS Moved www.washburn.edu content from local
storage to Network Attached Storage for more
reliable service and increased storage capacity.
Day Light Savings Time Day light savings time changes to systems and
applications. This mandated change by federal
government had to be implemented on 67
servers so that time of day would be recorded
properly on emails, business transactions, file
creation stamps, etc.
15
Annual Accomplishments, User and Application Services
SUPPORT Classroom Dispatched technology support technicians to assist
with providing user accounts for courses held in
labs on the first day of classes. Provides for first-
day class productivity.
Labs; Mediated
Classrooms
Re-imaging of labs between semesters and
mediated classrooms before the summer semester.
Ensures users will have consistent computing
environments.
Phones Configured phones for WEA move to 1729 MacVicar
and faculty move to Washburn Place Apartments,
coordinated several AT&T service calls involving
fiber to the Washburn Village, coordinated T-1
circuit change for Resicom, and annual reset for
Residential Living students
Reporting Wrote over 30 reports and report modifications
using specifications obtained from Institutional
Research. Provides vetted reports for academic
and administrative areas.
Core Supported
Hardware and
Software
Developed online listings for supported hardware
and software. Clarifies the support level of ISS
staff and eases purchasing decisions.
Residential Living The second annual residential living scanning was
conducted the week prior to classes starting
through the end of August. We scanned and
validated all PCs and Macs being added to the
residential network. Ensures that PCs and Macs are
up to date in operating system upgrades and
antivirus updates.
PC Imaging Worked with Dell to implement new process for
ordering and imaging computers. Computers
arriving on campus equipped with core software
are more quickly deployable.
Deployment Deployed 260 devices (PC/MACs) during Summer
2006 prior to the beginning of the fall semester.
This was a first!
16
Refurbishing Refurbished PCs recovered from deployment of new
equipment in order to use elsewhere on campus.
Refurbished equipment gets us to the next cycle of
computer refreshing with more reliable machines.
TMA Installed/updated TMA on Facilities Services PCs.
With the TMA client on each user’s PC, there is
increased response time.
Support Model Techs assigned to buildings across the campus.
Primary and secondary building assignments.
Including central techs for dispatching as needed.
This model provides face-to-face and more just-in-
time support.
Events Supported the following Washburn University
Events through Web-based and/or database
systems: History Day, Math Day, Music Festival
Scheduling, Career Fair Registration, Math
Placement Exam Registration, EN300 Placement
Exam Registration, Quest Online Home Challenge
Game, WSGA President, Senate and Freshman
Elections, Homecoming King and Queen Elections,
United Way Campaign. These systems simplify
data collection and provide more immediate
information.
Banner
Maintenance
Successfully implemented the new 0708 financial
aid year in Banner. Recurring accomplishments
such as admission, registration of students,
creation of new schedules, fee assessment, 1098-
Ts, W-2s, etc. These repeating events often come
with new requirements/features for
implementation.
Census Reporting Fall and spring database clones requested by
Institutional Research for census reporting.
`
Duplicate PIDMS Researched and fixed over 300 duplicate PIDMs.
Duplicate PIDMs are inevitable, and researching
them and fixing them takes 2 hours per duplicate
PIDM.
17
Evaluations Online Course Evaluations, College of Arts and
Sciences Department Chair Evaluations, Scanned
Teacher Evaluations.
Antivirus Troubleshooting and upgrades for eTrust. We
helped to diagnose problems with eTrust to make it
run smoothly.
Web Site
Maintenance
Registrar's Important Course Dates Report,
Business Office Excess Financial Aid Web Page
Changes (Yearly), Residential Living Web Site.
PHASEOUTS NT Server Shut down 10 NT servers corresponding with file
transfers and/or moves to Washburn’s Active
Directory domain “wuad.” Required technology
support technicians to move files from the NT
server to the NAS, where files are now secure.
AS/400 Shutdown legacy system AS/400 after creating
reports from legacy data and fully backing up in a
format accessible for future reference. Users who
need historical data from the AS/400 now have the
data available through Crystal Reports.
Router Removal Removed routers in Garvey (Summer 2006) and the
Union Router (Summer 2007). This involves
removing people from 10.x.x.x addresses and
placing in 172.16.x.x.
Win Logon Failure Problem initially reported in the Summer of 2006.
Problem resolved by working with Microsoft in the
Spring of 2007. Eliminated students having to
reboot machines before using them in the labs.
KTWU Server Moved to www.washburn.edu
PCs running with
Administrative
Access
Oracle, Imaging, and other programs that come
with text books that would not run without admin
rights. Worked out the process to get them to run
without the user being the administrator while
logged into the Active Directory. Increased security
on the desktop.
18
Wall in Technology
Support Center
Removed so customers can see technology support
techs. Our users can now see persons in the
Technology Support Center and also can see the
board that monitors the servers.
Auto attendant on
extension 3000
Removed with expanded persons available to
answer the phone. Provided each technology
support technician with a multiline phone and made
them agents in the calling software.
THE UNEXPECTED E-Mail System
Restore
In July 2006, helped users restore email accounts,
including creating instructional documents for
restoring email from MyWashburn, restoring email
from Pine.
Daylight Savings
Time
Researched effects of change in annual beginning
and end of Daylight Savings Time.
THE NEW Support Model Techs assigned to buildings across the campus.
Primary and secondary building assignments.
Including central techs for dispatching as needed.
Expanded
Technology Support
Center Full-Time
Employee Support
Expanded to include evenings and Saturdays. This
provides support for problems in mediated
classrooms whenever classes are in session.
Application
Development
Built the following Web-based applications:
Assessments Web Site System, Music Listening
Library System, Transformational Experience
System Phase 1 & II, and Academic Reports.
Applications are being built to support the mission
of the university.
Testing Plans Developed and implemented testing plans for
Internet Explorer 7.0. Testing is required in User
and Application Services before any major upgrade.
Reporting Best
Practices
Developed ISS Reporting Best Practices. Ensures
reports generated have the appropriate
documentation and are stored in secure areas
accessible to other members of the ISS staff.
19
Shared Drive
Solution for Banner
Working with systems and network services,
developed a secure solution for storing exports
from Banner on shared drives, eliminating the need
to ftp exports. This greatly increases the security
of data extracted from Banner.
Credit Card Widget Developed PHP object-oriented framework for
university online credit card transactions sent
through authorize.net, including administrative
interface for use by Finance Office. Deployed for
Alumni Membership, United Way and Law School
application. This framework can be easily applied
to future requests for real-time credit card
transactions.
Online Surveys Developed an Online Survey Tool with an
administrative interface for viewing results as they
are received. Surveys built include KTWU
Partnership in Learning Survey, University Self-
Study Survey for Students, Faculty and Staff, Title
IX Compliance Survey, Obtaining Financial Aid
Survey, Student Health Services Survey. New
surveys can be created with this tool within a 2-
hour timeframe.
New Web Sites Built Web sites for video streaming of WU Sports,
School of Business Scholarship Applications, School
of Business Application for Admission and Alumni
Association License Plate Requests, United Way.
Content
Management
System (CMS)
Additions
ISS Web Site, Human Resources site, Washburn
University Regulations Procedures and Policy
Manual site, School of Nursing site. Using the CMS
provides a consistent look and feel for Washburn’s
presence on the Web.
MyWashburn
Enhancements
Single Sign on to integrate Academic Reports,
Washburn Transformational Experience with
Luminis, Automated Finance Role mappings for
Banner Finance Channels, Finance, and Assessment
tabs in MyWashburn. These tools provide timely
access to data without having to exceed the 3-click
rule.
20
New Banner
Functionalities
Imaging for the Vice President for Academic Affairs,
Human Resources, College of Arts and Sciences,
School of Law, School of Business, School of
Applied Studies, Social Work and CLASS. Imaged
documents are available for viewing by users in
Banner with the appropriate security class.
Salary Planner in Banner Self Service. Worked with
the Budget Director on using this process as a
precursor to it being used by budget planners
through out campus.
Weekly electronic update of Alumni data from
Raisers Edge data. Student to alumni roll process
in Banner. Great progress towards the Alumni
Office using Banner instead of Raiser’s Edge.
Graduate Admissions manual and training. This
system includes data entry by individuals in the
various graduate program offices, placing the entry
of data at the source.
Analysis of differential tuition assessment for School
of Business and School of Nursing tuition. This
provided the university with information needed for
decision-making.
Translation of music recruiting database into Web
for Prospects, reducing reliance on a shadow
system.
Placement and data entry standards for
Transformational Experiences on transcript,
supporting the university’s goal of providing and
documenting a unique experience for all graduates.
Implemented FGAC/Protection of Sensitive Data for
Graduate Admissions and Student Workers in the
Registrar’s Office. FGAC stands for Fine-Grained
Access Control, and provides a way to allow only
certain individuals to see pieces of information on a
Banner form.
21
SMS Worked with Systems and Networking Services to
develop procedures for using SMS for PC
management on campus.
Installs/Upgrades Upgrades and installs included:
Banner 7.3
Luminis Upgrade to 3.3.3
Luminis Message Gateway to 3.1
Oracle 10g install on ODS server
ODS 3.0 install
ePrint upgrade
New Evisions payroll check
Oracle Application Server 10gR2 install, Oracle
Application Express install
KTWU server move
Banner Xtender Solutions (BXS) 5.25 on the
imaging and rendering servers.
Upgrades are required in most cases in order to
remain current with support from Sungard.
Interdependencies often require us to upgrade one
module in order to upgrade another.
Test Systems Worked with systems and network administrators
to install and configure test systems for the:
Web Content Management Systems
TouchNet test environment
TMA test environment.
Maintained testing and staging systems for
Banner/Luminis/WebCT Unified Digital Campus.
Testing and staging systems minimize problems
when we upgrade in production.
Software Licensing Worked with Purchasing to acquire Adobe CLP
Licensing. This significantly reduces costs for all
purchases, including one-off purchases made
throughout the year.
22
Self-Score Scanning Entered a loan agreement for a self-score scanner
in Mabee Library providing instant turnaround
scanning for tests. Users now have the option of
scoring their own or bringing test forms to Bennett
Hall for scanning.
Personnel Searches Technology Support Technicians (4), Administrative
Business Analyst (2), Oracle Programmer/Analyst
(1), Java Programmer/Analyst (1)
THE FEEDBACK Just a few examples
where we heard
from our
customers…
Data research for worker’s compensation yielded a
savings of $ 84,375.00 to the university.
Weekend emergency backup for the Business
Office, so an employee could take a planned
vacation.
Applauding a student worker for response on a
Sunday to a question over the phone.
TRAINING Received KCOUG Training day - 10/06 (6)
ODS Tech training – summer ’06
ODS Reporting Writing Training – October ’06
Value-Based Security training September ’06
OTM/ICM Training – September ’06
A+ Certification (5 technology support technicians).
Given Radiation Therapy MyWashburn Training (summer
’06)
Netstation to PC training (summer ’06)
Banner navigation training (ongoing).
23
CONFERENCES AND
PRESENTATIONS
SETA West Represented Washburn University at the SETA
West conference as a Track Chair for HR/Payroll
and as a presenter. (Linda Griffin)
Selected and participated as the Reporting Track
Chair for the SETA West Conference in Portland,
Oregon. Presented and participated on the
planning committee at the SETA West Conference
in Portland, Oregon. (Joyce Scheck)
National Student
Employment
Conference
Co-presented at the in Kansas City about
employment processing in Banner. (Bethe
Titsworth and Linda Griffin)
Banner Support
Meeting
Washburn University success with the BXS imaging
application and deployment of the ODS (Joyce
Scheck).
ODS Birds of Feather (Sue Jarchow)
What Color are your Testing Plans? (Sue Jarchow)
7.3 upgrades for Student (Gail Kenefake)
Re-mix of Summit presentation on Targeting Emails
through Evisions (Gail Kenefake and Bethe
Titsworth)
EduWeb Conference Attended by Eileen Brouddus
THE FUTURE Participated in Sungard's fact finding process to
improve the Banner report/extract for the National
Student Clearinghouse, which were subsequently
implemented, as well as several 8.x enhancements
to Student module (white papers).
24
APPENDIX I
Washburn University
TECHNOLOGY SUPPORT PLAN
Version 1.1: 20 July 2006
Presented by: Michael R. Gunter
TECHNOLOGY SUPPORT PLAN
Introduction
This proposed restructuring of desktop computer support is in response to the rollout of hundreds of PCs this summer and the retirement of upwards of 190 netstations from active use around campus. The goal is to provide desktop support for PCs, Macs, mediated classrooms, and printers located in all offices and labs around campus.
We are establishing defined and monitored Service Level Agreements (SLAs) for response time. These SLAs will be tiered for different types of events with high priorities given to lost -time activities, such as classroom instruction and KTWU on-air operations.
This plan will eliminate the uneven loading of technicians on campus, provide for a common computer configuration, provide ready backups for technicians on leave , and place all technicians at common training level, which will result in an overall lower cost for campus technology.
The handling of support will transition to a high-touch environment. We have heard from users, that calls to x3000 and email to [email protected] registers problems in the system, but feedback is lacking and users are in the dark about progress toward addressing problems. This re -design will retain the systems but place a higher value on personal communication. New tools will make that happen.
We would like to begin at the completion of the summer PC rollout on or about August 14, 2006. Our first major test will be the deployment of the systems ordered with electronic equipment funding this summer.
Team structure
The basic structure will be centralized management but decentralized deployment. Technicians will be stationed across campus according to the population of computers in a particular area. This will solve the problem of too many technicians in some areas and too few in places like Morgan.
The desktop support technicians will report to one manager in ISS (John Haverty). As part of the ISS group, we will assume the financial responsibility for providing the proper equipment, training, and guidance to function as a cross-campus technical resource. The technicians will be provided training and complete the CompTIA A+ computer technician certification.
We will move to a dispatch-type system, where we actively manage tickets in the queue. A dispatch system has a number of advantages. Tickets will become the property of the dispatch agent, and t he technical resources assigned to address each phase of the request. In this way, progress is not impeded by the process of passing a ticket around within ISS – some customers have called it “ticketing around” which happens when the goal is to not have any tickets assigned to you.
Technicians will be housed primarily with their users, around campus. With the centrally located dispatch, they are responsible for support in their assigned areas. This decentralization will ensure a high-touch environment – encouraging one-to-one interaction. We also expect the technicians to be an advocate for their users within ISS, since they will become familiar with their processes and needs on a day to day basis.
To ensure a robust implementation, all areas will be assigned backups. The backup is to enable seamless coverage during absences, vacations, and other planned events.
The primary coverage time will be 8 to 5, M-F, however, we will have technician coverage evenings until 10 PM, M-TH, and Saturdays when classes are in session. For exceptional situations, we are putting into effect an escalation process to bring in more resources, when needed.
2
Some functions like software installations will be done remotely. We are investing in a system that can package applications and deliver/install themselves over the network, eliminating the need to send a technician to an individual workstation. We will have this available for the PC and Mac platforms.
Team’s tools
We are deploying handheld communication devices, PDAs to aid the communication with the deployed technicians. The PDAs will give them wireless access to their tickets, dispatcher, email, and web resources. The PDA will also be equipped with software to allow voice (phone) communication while within range of a wireless hot spot, which is 95% of the rooms on campus. These devices will act like cell phones without the associated monthly charges.
Conclusion
This plan is intended to deliver superior services to Washburn University. It lowers the number of systems each computer technician needs to support from a high of 383 and a low of 29, to an average of less than 180. With the addition of dispatching, communication tools, and remote administration, this plan will provide a technology support system that will be best of class .
3
APPENDIX II – ORGANIZATIONAL CHART (AS OF JULY 2007)
Mic
hael G
unte
r
CIO
/Dir
ecto
r
Info
rmation S
yste
ms &
Serv
ices
(Vacant)
Assis
tant
Dir
ecto
r
Syste
ms &
Netw
ork
ing
Serv
ices
(Vacant)
Syste
ms &
Netw
ork
Adm
inis
trato
r
Andre
w F
lem
ing
Syste
ms &
Netw
ork
Adm
inis
trato
r
JD
Arm
str
ong
Syste
ms &
Netw
ork
Adm
inis
trato
r
Mic
hael C
ook
Syste
ms &
Netw
ork
Adm
inis
trato
r
Mik
e T
ennyson
Netw
ork
& S
yste
m
Adm
inis
trato
r
Shaw
n G
eil
Senio
r S
yste
ms &
Netw
ork
Adm
inis
trato
r
Bob S
tolle
r
Assis
tant
Dir
ecto
r
Securi
ty a
nd P
roje
ct
Managem
ent
Bill
Schultz
Netw
ork
Cablin
g
Technic
ian
Dave B
oose
Chie
f E
ngin
eer
Kevin
Vald
ivia
Netw
ork
Cablin
g
Technic
ian
Rocky G
oul
Netw
ork
Cablin
g
Technic
ian
Bre
nda W
hite
Assis
tant
Dir
ecto
r
Instr
uctional S
erv
ices
(Vacant)
Instr
uctional
Desig
ner
Anne W
alb
ridge
Instr
uctional M
edia
Coord
inato
r
Dale
Rusche
Pro
duction
Coord
inato
r
Stu
art
Murp
hy
Onlin
e E
ducation
Coord
inato
r
Ivy L
aG
rone
Web T
ech
Mic
hael N
ew
man
Web T
ech
Bill
Ludw
ig
Web T
ech
Lyall
Ford
Pro
duction
Assis
tant
Norm
Koeste
r
Ele
ctr
onic
s
Technic
ian
Mary
Jord
an
Off
ice A
ssis
tant
Susan J
arc
how
Assis
tant
Dir
ecto
r
User
& A
pplic
ation
Serv
ices
Sandra
Seld
en
Adm
in.
Busin
ess
Analy
st
(Vacant)
Adm
in.
Busin
ess
Analy
st
Gail
Kenefa
ke
Adm
in.
Busin
ess
Analy
st
Joyce S
check
Adm
in.
Busin
ess
Analy
st
Lin
da G
riff
in
Adm
in.
Busin
ess
Analy
st
Cath
y H
eit
Data
base
Adm
inis
trato
r
Eile
en B
rouddus
Manager
Beth
e T
itsw
ort
h
Pro
gra
mm
er
Analy
st
Tim
Mooney
Pro
gra
mm
er
Analy
st
Bill
Bunte
n
Pro
gra
mm
er
Analy
st
Phil
Mill
er
Port
al S
yste
m
Specia
list
Phylli
s H
off
man
Coord
inato
r V
oic
e
Serv
ices
Sharo
n B
ivens
Sw
itchboard
Opera
tor
John H
avert
y
Manager
Aaro
n H
all
Technolo
gy
Support
Technic
ian
Andy B
lack
Technolo
gy
Support
Technic
ian
(Vacant)
Technolo
gy
Support
Technic
ian
Danie
l P
arn
ell
Technolo
gy
Support
Technic
ian
Duane M
yers
Technolo
gy
Support
Technic
ian
(Vacant)
Technolo
gy
Support
Technic
ian
Jim
Fosdic
k
Technolo
gy
Support
Technic
ian
Kelly
Sudbeck
Technolo
gy
Support
Technic
ian
Shaw
n G
arm
an
Technolo
gy
Support
Technic
ian
(Vacant)
Technolo
gy
Support
Technic
ian
Dave E
dm
onds
Technolo
gy
Support
Technic
ian
Cla
yto
n P
ete
rs
Technolo
gy
Support
Technic
ian
Date
: 0
7/1
2/2
00
7
Appendix II
Annual Report, 2007-2008
Washburn University
Information Systems and Services
Revision 1.11
INFORMATION SYSTEMS AND SERVICES
ANNUAL REPORT
… supporting learning through technology
Covering the period from July 1, 2007 through June 30, 2008
Information Systems and Services Annual Report, 2007-08
EXECUTIVE SUMMARY
The annual report addresses the accomplishments and activities of Information Systems and Services (ISS). ISS is a unit of Vice President for Administration and Treasurer. The unit‟s mission is to support learning through the appropriate application of technology. In practice, ISS manages the information resources used by every operating unit on campus. In addition to the computing infrastructure, we also specify and maintain security cameras, operate the University‟s telephone system, produce and edit video productions, train and support our learning management system (WebCT), maintain a television production studio, and operate Cable -TV channel 13.
Highlights from 2007-2008:
Technical support closed 11,937 tickets; 12,123 tickets were created.
Improved our Internet connectivity speed and reliability: We now have 50 Mbps available (up from 20 Mbps) and installed a second Internet connection to reduce the possibility a single provider failure would interrupt our connectivity to the Internet.
By request of faculty and students, we purchased additional disk space and increased email storage space for students from 10 MB to 100 MB, and 1 GB for law students.
Broadcast 34 games over the web – football, basketball, and volleyball home games.
Purchased and deployed 188 computers during summer 2007. For the first time, we were able to have our Macintosh computers imaged with our core software. Our oldest machines on campus after the deployment were 4.2 years old.
This was our first year to do building sweeps. Every week a Technology Support Technician walks the halls of every building they support to solicit questions and requests from departments using a sweep checklist.
Held the first ever Washburn Technology Fair at Bradbury Thompson Center. Over 15 companies and academic programs exhibited. Attendance was well over 300 from faculty, staff, students, and the public.
We recovered the University‟s systems after a catastrophic failure of our main UPS feeding power to the Bennett Hall server room on a January morning at 7:22 AM. With the help of Facilities, we were able to restore power and return the core systems to operational status by noon, and complete restoration of all systems by early afternoon.
We completed the installation and commissioning of a diesel -fueled 300 KW generator to support continuing operation in Bennett Hall‟s server room, the telephone system, and the Washburn Police Department during a power outage.
Deployed wireless technology to Stoffer Hall using a next generation, high-density technology.
2
Completed Office 2007 rollout to all University desktops in time for the fall semester. We were the first university in Kansas to complete the upgrade.
Adopted a standard student response system (clicker) which was recommended by the Faculty IT Advisory Committee.
In these next pages, please read about our specific accomplishments by the four operating units within ISS: Instructional Services, Systems and Networking, User and Application Services, and Security and Project Management.
As always, we are pleased to receive your feedback and suggestions for improvement.
ISS Staff.
3
Annual Accomplishments, Instructional Services
MULTIMEDIA PROJECTS
Allied Health
(Doug Jones)
Sonography Videos
Recorded and streamed a wide range of videos related
to sonography for use in Allied Health online courses.
Videos range in topic from explanation of what each
knob on the sonogram machine does to a tour of the
typical sonogram room. (24 Hours)
mms://av.washburn.edu/jonesdo/2008062501256.wmv
Athletics
(Gene Cassell)
Basketball Player Cards
Edited video/text of each player with statistics of that
player, to be used during the streamed production and
on the video board in Lee Arena. (43 Hours)
Athletics
(Jeremy Wangler)
Volleyball Player Cards
Edited video/text of each player with statistics of that
player to be used during the streamed production and on
the video board in Lee Arena.
(30 Hours)
School of Business
(Rob Weigand)
Applied Portfolio Management Live Production
Recorded Stock Presentations to be used as marketing tool for School of Business
graduate programs. (Intro) (24 Hours)
http://av.washburn.edu/ramgen/weigandro/2007121001256.rm
Commencements
Fall 2007
One Ceremony
Spring 2008
Four Ceremonies - Recorded a multiple camera
production for replay on WUCT-13 and to sell copies to
students. Streamed files were also available on the
server. Provides an awareness of WU commencement
and graduates to the community. Recording, replay,
and streamed files provide opportunities for others to
view the ceremonies if they cannot attend. (87 Hours)
http://av.washburn.edu/ramgen/commencement/2007
121401256.rm
4
Communication
(Sara Ubel)
Mock Trial Streams
Streaming of student presentations recorded at Mock Trial events which were then
disseminated to the students for review and to help them prepare for future Mock Trials.
(32.5 Hours)
Mabee Library
(Heather Smith
Collins)
The Mabee Office
A Parody video meant to educate students about
resources available in Mabee Library.
http://av.washburn.edu/asxgen/bearmanal/0624
200801256.wmv (65.5 Hours)
MIAA
MIAA Sports Productions
Thirty-four total productions in Fall 2007 and
Spring 2008. Football – 6 games. Volleyball – 8
games. Basketball – 10 women‟s games and 10
men‟s games. Live streams of games, recorded
playback on WUCT-13 and recorded files on video
server. Sports Productions allow the marketing of
Washburn University through sporting events to
reach a large audience worldwide through the
live streaming of games. These productions also allow opportunities for students to gain
„live” production experience. New this season was planning and implementing specific
training sessions for student workers, including general setup and production training and
an additional sport-specific training session. (724.5 Hours)
http://av.washburn.edu/asxgen/sports/2008022002573.wmv
NCAA
(Gene Cassell)
DII Volleyball Championships
Assisted Webstream Productions with production
equipment, identifying manpower, and preparing the
location for their College Sports Television (CSTV)
webcast of the Championship games from Lee Arena.
(40.5 Hours)
Basketball/Volleyball Player Footage
Recordings of specified players to be used to honor
them and their schools at the NCAA recognition
ceremonies. (23 Hours)
5
School of Nursing
(Cindy Hornberger)
Masters of Nursing Promotional Videos
Promotional video for graduate program in Nursing to
be accessed off a website, providing testimonials from
students who have completed the program.
(67.5 Hours)
School of Nursing
(Joleyn Terry)
NU 303 Skills Demos
Recorded and edited a series of training videos to offer
students opportunities to review the correct procedure
involved in administering an enema, changing a
dressing, inserting a catheter, collecting a specimen
from a catheter, irrigating a catheter, and providing a
tube feeding. (31.5 Hours)
School of Nursing
(Maryellen McBride)
Nursing Student Mental Health Assessment Mock Interviews
Recording and streaming of nursing students interacting with mock mental health patients
for review in the classroom and individual student review to prepare students for these
type of encounters in the field. (21 Hours)
State Fair Kiosk
Interface Design/Animation
Developed initial designs and flash animations for use in the State Fair Kiosk to help recruit
students for Washburn. (29 Hours)
Congressmen and
Women of Kansas
(Bob Beatty)
Phase I
Phase I of gathering/recording interviews with various congressmen/women of Kansas for
use in Political Science classes.
Washburn
Endowment
Association
(Scott Sewell
and
Julie Olson)
Annual Giving Campaign Videos
“The WU Late Show” and “Bodman and Robin” videos
produced to assist in the Faculty and Staff Giving
Campaign kick-off supporting Washburn University.
(194.5 Hours)
http://av.washburn.edu/asxgen/wea/2007062901384.w
mv
Streaming
This year 332 video files were streamed and added to the streaming server between July
1st 2007 and June 30th 2008.
Live Streaming
(Rusty Taylor)
Demonstrations from Allied Health Respiratory Therapy lab through KANREN server.
Demos were presented using the Tricaster equipment and the department‟s simulation doll
to remote viewing site at Salina Regional Health Center.
6
AVID Video Editing
Systems
Upgrade from NewTek Video Toaster 4 to AVID Media Composer for ISS:IS Production
Staff. This change provides a more reliable video editing solution that is also in line with
the Mass Media department. Extensive AVID training for both production staff in-house
and through NAB conference. (44 Hours)
SPECIAL PROJECTS
Bianchino Pavilion
Audio
The project was undertaken to allow suite holders to be able to hear what was transpiring
on the football field as well as the radio coverage of games. Natural sound was rerouted to
the audio systems and Bose radios were added to all suites. (36 Hours)
Mass Media
(Charles Cranston)
File Transfer System for WUCT-13 News program – A shared directory was set up on the
Network Attached Storage solution for students in the WUCT-13 News class to transfer
video from the editing stations in Henderson 17 to the control room in the Henderson 2 -
Television Studio. (29.5 Hours)
Washburn University
Cable Television
(WUCT)
Media Xtreme Upgrade
Networking of the Media Xtreme to allow for Network Time Protocol (NTP) and remote to
the station. The NTP allows for greater accuracy in programming while the remote access
allows staff to initiate events such as school closing procedures immediately after being
notified. (88.5 Hours)
Message Board Updates and Rebuilds
Building slide to run public service announcements as well as revising the message board
to make better use of available playback features to promote Washburn through the cable
station. Changes consisted of adding a semi-transparent university crest, adding photos of
the university to weather pages, and inserting Washburn commercials to run every half-
hour and hour during the message board. (67.5 Hours)
Security Camera
System
(Dean Forster)
Technical Support
In order to provide more efficient support for the security camera system on campus the
following was implemented:
--Obtained additional materials/manuals/schematics on each camera model and mount to assist in gathering the knowledge needed for maintenance and repairs. --If outside cameras have apparent lightning damage, the camera mount, as well as the
camera itself, will be replaced in order to avoid lengthy delays in receiving and repairing
the camera/mount and/or parts.
--Any cameras/parts that need replacement will be placed on an overnight delivery, if
possible, or the quickest shipment of parts available.
--ISS became an authorized dealer for Pelco. This will allow us to order parts and bypass
an outside vendor in ordering and allow for quicker service and delivery from Pelco.
--A spare Pelco camera and mount was purchased to be used for quick replacement, if
there are failed units in the future.
7
Instructional
Designer
(Sue Taylor)
Search and hiring of new position for Washburn University-
Instructional Designer, Sue Taylor. After starting employment on
June 2, 2008 several training needs have already been
implemented including:
--Time Entry, Time Approval for KAW employees
--Microsoft Word 2008 Information Sheet for Mac owners
--Microsoft PowerPoint 2008 Information Sheet for Mac owners
--Interwrite Response Information Sheets (clickers)
--Interwrite Response Captivate Demonstration (clickers)
All tutorials can be located at: http://www.washburn.edu/iss/tlc
Online Lock for
(TLC)
Technology Learning Center – Bennett 102
An online lock was installed in Bennett 102, the TLC, in order to give more access for
faculty and staff to use the technology in the lab at their convenience. They will be able to
access the facility through this online lock, whenever the building is open.
Office 2007
Campus Rollout
Implementation and
Training
(Faculty and Staff)
Provided 24 sessions on basic overview of Word 2007, PowerPoint 2007, Excel 2007, Mail
Merge and Excel grade books- available to all faculty and staff on campus. Sessions
spanned the time from April 2007 to October 2007. Sara Tucker, Judy Druse, and Brenda
White.
8
Student Response
System
(Clickers)
Campus adoption of a standard student response system was selected by a Faculty
Advisory Committee. The beginning of initial implementation and training for the campus
was started. Pilot class projects in the Spring 2008 semester and Summer 2008 with
Nursing class and Allied Health class were conducted. Fourteen (14) faculty have
requested instructor kits, so far, for use in their classes. Software installation, classroom
PC updates and training will be implemented later in the Summer 2008 and Fall 2008
semester.
Office 2008
Rollout and Training
(Summer 2008)
Two sessions were offered to Mac owners on campus. One person attended. Online
tutorials were also made available to faculty and staff on the Office 2008 products for
Macs.
CLASSROOMS
Mediated Classroom
Morgan 270
Morgan 270 was installed with mediation equipment and completed by the Spring 2008
semester. This facility was previously offices for the Vice presidents and was renovated to
become a general purpose mediated classroom accommodating larger classes up to 80
students.
Mediated Classroom
Garvey 20
Installation of mediation equipment for Mulvane Art Museum classroom in Garvey room 20.
This included a projector and alarm mount, PC, screen, and DVD player. This media
installation will allow the Mulvane to conduct art classes and hold presentations for their
patrons.
School of Business
Technology Center
(Dean Sollars)
Worked with the School of Business and
contractors on the design, coordination,
and installation of technology in the
Business Technology Center. Home
Connections installed the classroom
projection systems (2). An Open House
took place in Oct. 2007.
9
Classroom
Renovations
All five (5) Carnegie mediated classrooms were renovated during Summer 2008. The work
involved: uninstalling all media equipment and reinstalling it after flooring, lighting, ceiling
and wall work was completed. New projector alarm mounts are also being installed during
this renovation to help secure the projectors.
(Carnegie 200, 203, 300, 304, and 306)
Mediated Classroom
Webpage
The layout and information referring to mediated classrooms was redesigned to update information and new classroom installations (Bill Ludwig).
ONLINE EDUCATION
Online Education
Committee
(Vice President
Bowen)
An Online Education Committee was formed at the direction of the Vice President for
Academic Affairs; with Tim Peterson, Dean of Continuing Education, as chair of the
committee. This committee was re-established to develop a new strategic plan that
includes specific recommendations for enhancing the current online programs, identifying
potential new market opportunities, increasing enrollment, and reviewing/recommending a
different online learning management system (LMS) for Washburn. Both Stuart Murphy
and Brenda White are members of the committee.
Student WebCT
Training
Ten (10) sessions were held on using WebCT for online students. Three (3) of those
sessions were specifically for Radiation Therapy students and one (1) session for graduate
students in the School of Nursing.
Faculty Training
Sessions
Online education training opportunities for faculty included: Intro. To WebCT – 8 sessions (2 evening), Respondus – 2 sessions, MyWashburn Course Homepages – 2 sessions, One-on-ones –15 scheduled sessions, more with drop-ins, and one Captivate Noontime Demo – November 29, 2007.
New
Logo And Header
for
Online Education
Respondus
Set up "Preconfigured Server Settings," which allows an institution's license administrator for Respondus or StudyMate to "preconfigure" the server settings used to connect with the institution's course management system. Once entered, instructors at the institution can bypass the step where they enter the server settings needed by Respondus or StudyMate
to publish or retrieve content from the CMS (faculty only need to enter their user name and password). Updated to Respondus version 3.5.4e, which, among other things, adds support for the importing of MS Word 2007 (.docx) file.
Change to
Course Load Process
Due to an upgrade in Luminis, this process changed. Students and faculty now have
access to courses and content much earlier than they used to. Online Education was
involved in communication of this information.
10
Quality REACHE
A faculty peer review process is provided by the KCREACHE
consortium to help ensure the quality of online courses. The
Rodin Award for Excellence in Online Education is presented
to faculty whose courses have met the Quality REACHE
standards. Recipients also receive a $250 stipend from their
respective institutions. Three out of four Washburn online
courses were reviewed and received this award last year.
Online Education
Totals
The number of online courses offered and instructors teaching those courses, continues to
increase. Significant increases were seen in the Spring 2008 and Summer 2008 semesters
compared to the same semester last fiscal year.
The following graphs reflect those totals.
134
105116
153
99
117
0
20
40
60
80
100
120
140
160
180
Online classes Web-Assisted # of WebCT faculty
Fall 06 Fall 07
11
73
23
59
98
24
74
0
20
40
60
80
100
120
Online classes Web-Assisted # of WebCT faculty
Summer 07 Summer 08
135
103
115
156
121
134
0
20
40
60
80
100
120
140
160
180
Online classes Web-Assisted # of WebCT faculty
Spring 07 Spring 08
12
The total number of students taking online courses over the past year has also increased.
SPECIAL EVENTS
Technology Fair
Demonstration of Tricaster and its current use on campus
for live streaming of sports events and/or Stock Portfolio
presentations by students in the School of Business.
New Faculty Fair
Several Instructional Services staff attended the New Faculty Fair in order to meet new
incoming faculty and provide them with information on services in areas such as: Online
Education, Multimedia Production, and Technology Training/Support. Requests or ideas
from new faculty were also noted to address with either new technology or support in the
future from ISS-Instructional Services.
TRAINING
TRTRAINING
Pelco Training
for
Technicians
Initiated specific training on Pelco products in relation to security camera systems for two
support technicians, in order to provide more understanding of some of the current
products and provide more efficient, timely support for security cameras on campus. Lyall
Ford-specific training on Pelco Digital Video Recorders (DVRs) and Norm Koester-Pelco-
Navigating the World of Video Security Systems and Troubleshooting the World of Video
Security Systems.
Fiber Optic Operator
Level Certification
Through staff in ISS, training was provided for two technicians on the proper handling and
use of fiber-Lyall Ford and Norm Koester.
5735
5137
1705
5984 5938
3167 3090
1319
36483332
0
1000
2000
3000
4000
5000
6000
7000
Fall 06 Spring 07 SU 07 Fall 07 Spring 08
WebCT Students Online Students
13
AVID Training
Two staff members in the production area attended two days of intensive training on the
AVID editing stations (Dale Rusche and Lyall Ford). In addition, one staff member attended
the NAB (National Association of Broadcasters) conference and received additional training
in the areas of: After Effects Events- Keyframe Animations, Lighting for Interviews,
Documentary Production, AVID Events Keyframe editor, Color Correcting in AVID, Gorilla
Productions, Video with Photoshop CS3 Extended, AVID Long form Editing, AVID-Cutting
Like a Pro, and Editing for Broadcast (Lyall Ford).
SIDLIT
Summer Institute of Distance Learning and Instructional Technology:
The Institute enables faculty and staff involved in instructional technology to share
expertise on a "colleague to colleague" basis. Sessions included Web 2.0-Blogs, Wikis,
Podcasting, and Second Life (Stuart Murphy).
KCREACHE
Kansas City Regional Access Consortium for Higher Education
This committee meets monthly to discuss how technology is being used on the different campuses, as well as new technologies as they pertain to higher education. These meetings have provided information on clicker systems, learning management systems, podcasting, Second Life, pedagogy, processes and procedures for implementing and maintaining technology, and communication tools to name a few. (Stuart Murphy)
Managing Multiple Projects, Objectives and Deadlines Skillpath seminar (Brenda White).
Annual Accomplishments, Systems and Networking
EVENTS
Recovery from
Catastrophic Failure
-- In January 2008, the UPS for the
Bennett Server room suffered a
catastrophic failure around 7:22
am. This brought down all servers
and equipment in the Bennett
server room hard, without the
controlled power-down the UPS
usually provides. Such failures
can commonly lead to days of
downtime and repairs of systems
and services.
--In our case, facilities restored
power by bypassing the UPS around 10:00 am. By Noon, SysNet staff had managed
to restore core services to campus. By 2:30 pm, all services, including Banner and
database services were restored. Our techs were able to go home as normal at 5:00
pm. This was a remarkable accomplishment under the circumstances.
14
CHECK Conference
Presentation
Shawn Geil gave a presentation at the CHECK 2008 conference regarding our mass
storage implementation.
Training
Mike Tennyson completed Certified Wireless Network Administrator (CWNA) training
and passed the test to attain CWNA certification.
Shawn Geil attended Sun Solaris Administration training.
New Staff
Clayton Peters, formerly with the
TSC, has been hired to a new
position in Systems and
Networking as a
Assistant Systems and Network
Administrator
NEW SERVICES
Internet Connection
Upgrades
-- During the Fall 2007 semester, we contracted with AT&T to upgrade the campus
internet connection speed from 20Mbps to 30Mbps
--In June 2008 we contracted with Cox to add a second internet connection to
campus. This will bring campus internet bandwidth to 50Mbps and provide an
alternate route in the event of a failure of the connection to either Internet Service
Provider.
Kaw Area Technical School
Connection
In June 2008, in collaboration with
USD 501, we were able to provide
a Gigabit data connection from
Washburn University to Kaw Area
Technical School.
Networking in Stoffer Hall
As part of the completion of the Stoffer Hall renovation, we installed and configured
substantial new wired and wireless network infrastructure in Stoffer Hall. This
includes Gigabit Ethernet to the Server Room in Stoffer Hall and 802.11a/b/g
Wireless networking throughout the building.
15
New Antivirus Contract
We negotiated a new 3-year desktop and server antivirus software
contract with Sophos. This provides predictability and stability to our
enterprise antivirus deployment, and represents both an improvement in
service and per-license cost savings over our previous CA e-Trust
antivirus solution over the lifetime of the contract.
Outbound SPAM Firewall
In June 2008, we purchased and implemented a Barracuda Outbound
SPAM firewall. This unit will help protect Washburn should user e-mail
accounts be compromised and used by malicious individuals to send
SPAM or viruses. Additionally, it has provided some opportunities to
improve the routing of e-mails on campus and additionally provides us
with the means to better protect sensitive data in the future.
Generator and UPS
Improvements
-- Over the course of the last year, we
implemented automatic shutdown procedures on
all our servers, so in the event of a prolonged
power failure, systems can shut themselves down
cleanly before our UPS battery exhausts itself.
--Additionally, in May 2008 ISS installed a
generator to provide emergency backup power to the Bennett Server Room, Morgan
Phone Room, and the Washburn Police Department. The generator is able to kick in
and begin powering equipment in less than 10 seconds after a power failure.
Vista Key Management
Server
In collaboration with the Washburn University School of Law, we implemented a Key
Management Server for Windows Vista. This is a new method of Microsoft product
license management, first introduced with Windows Vista which will be used in
future Microsoft Server and Desktop licensing schemes. The server currently
supports 27 Vista clients that are in use for testing both in ISS and at the Law
School.
16
Xirrus Wireless Networks
We negotiated and purchased Xirrus wireless networking equipment, to provide
high-density, high-speed wireless networking on campus. This equipment currently
supports 802.11a/b/g, and the bulk of our purchase comes with a pre-paid upgrade
to 802.11n when that is available. This is currently installed in Petro, Stoffer, the
Memorial Union, and in all student living areas on campus for Fall 2008.
Wildcard SSL Certs
We purchased wildcard SSL certs for *.washburn.edu and *.wuad.washburn.edu.
This simplifies our management of SSL protected web pages and allows us to deploy
externally signed and trusted certificates on internal and test systems as well as
production systems.
IMPROVEMENTS TO EXISTING SERVICES
Purchase and
Implementation of
Foundry Switches
In an effort to reduce the costs of ongoing upgrades to the campus wired network
infrastructure, SysNet reviewed enterprise-class network switches from a number of
vendors. We chose and purchased switches from Foundry Networks. These
switches cost between 60% to 70% as much as comparable Cisco units, and
provided substantially better performance for the price. The new units provide us
with the opportunity to implement deployments of Gigabit Ethernet to the desktop,
among other capabilities.
Expansion of Data Storage
Capacity
In Fall 2007, we purchased and
implemented additional storage for the
student e-mail and consequently were
able to allocate additional storage to
Faculty and Staff e-mail. This involved
the purchase of a 7 terabyte EMD iSCSI
storage unit.
Additionally, in Spring 2008, we
purchased and implemented EMD NAS units that allowed us to provide 12 Terabytes
of new storage for shared files and 24 Terabytes for disk-based backups of systems.
All this new storage represents a substantial increase from the Terabytes of storage
previously available.
17
Increase in Security of Core Systems
Over the course of Fall 2007 and Spring 2008 semesters, SysNet performed internal security assessments and
reviews. In the process, we identified a number of areas to implement improvements to system configurations and
procedures in order to improve protection of core systems and data. Collectively, these improvements reduced the
attack profile of core servers and services by as much as 90%, hardened those interfaces that required internet or
campus access, provided for defense-in-depth, and provided for substantially more secure default configurations on
firewalls and servers. We also discovered and corrected a substantial number of weaknesses and potential
vulnerabilities.
Reconfiguration of Banner
Firewall
In Fall 2008, we reconfigured the Banner firewall to allow for the creation of logical
firewall zones. This allows us to convert the Banner firewall into a more general ISS
systems firewall without any reduction in security for the Banner systems.
Shutdown and Transfer
of Old Systems
Over the course of the last year, SysNet has shut down a number of old systems
which were no longer needed and converted other old systems to virtual machines.
This has allowed us to reduce management overhead, reduce the server room
power and heat budget, and provide greater performance on many of the systems
transitioned. Systems virtualized include: dhcpsrv2, mailman, ntie, paymenttest,
pgtest, imagingtest, renderingtest, tmatest, ,tmaprod, and wumedia. Systems
permanently shutdown include: ims-old and inbtest.
Over the course of the last year, SysNet has worked to increase the resiliency of
Infrastructure Services. This includes configuration a secondary DHCP server ?
Expanded Resiliency in
Infrastructure Services
Over the course of the last year, SysNet has worked to increase the resiliency of
Infrastructure Services. This includes configuration of a secondary DHCP server.
Greater Collaboration With
the Technical Services
Center
SysNet has worked to substantially increase our collaboration with and support
provided to the TSC. This includes working more closely on problem resolution and
providing access to tools and resources at a level closer to where they are
supported. As part of this, SysNet has transferred primary support of certain
services critical to desktop support to John Haverty and his central support
technicians. At present, both the Sophos Antivirus Enterprise Management Console
and Windows Systems Management Server (SMS) which provides for automatic
updates to software installed on client systems are being managed primarily by TSC
0
200
400
600
800
Before After
18
Techs.
Improvements in Internal
E-mail Routing
After the discovery of configuration errors in the internal e-mail systems in June
2008, the speed and routing of internal Washburn e-mails has been substantially
improved and redundant or unnecessary steps eliminated. The phenomenon of e-
mails to large lists taking over an hour to deliver has been eliminated.
Upgrades to Core
Operating Systems and
Services
AIX and Oracle upgrades on Database Engines, C
19
Annual Accomplishments, User and Application Services
SUPPORT
Classroom
Dispatched technology support technicians to assist with providing user accounts for courses
held in labs on the first day of classes. Provides for first-day class productivity.
Tickets
Closed 11,491 support tickets out of 11,696 created. Techs assigned
to buildings across the campus. Primary and secondary building
assignments. Including central techs for dispatching as needed. This
model provides face-to-face and more just-in-time support.
Knowledge Base
Created and/or maintained 223 public solutions; 103 internal solutions.
Labs and Mediated
Classrooms
Re-imaging of labs before the fall semester. Ensures users will have consistent computing
environments.
Phones
Configured phones for moves to renovated Stoffer Hall, coordinated several AT&T service calls,
annual reset for Residential Living students. Processed 241 voice mail reset requests and 522
phone service requests for moves, adds and changes.
Institutional Reporting
Wrote over 40 reports and report modifications using specifications obtained from Institutional
Research. Provides vetted reports for academic and administrative areas.
Core Supported
Hardware and Software
Maintained online listings for supported hardware and software. Clarifies the support level of
ISS staff and eases purchasing decisions.
Other Installed Software
As of 6/30/2008, technology support has completed 385 installs of software including Adobe
Professional, After Effects, Captivate, Design Premium CS3, Design Standard, DreamWeaver,
Fireworks CS3, Flash Paper 2.0, Illustrator CS3, InDesign, Master Collection, MathType,
Microsoft Visio, OnLocation, PaintShopPro, PhotoShop Elements, Photoshop Extended CS3,
SnagIT, Systat, Visual Communicator, Web Premium and Xmanager.
20
Residential Living
The third annual residential living PC/Mac scanning was
conducted the week prior to classes starting through the end
of August. We scanned and validated all PCs and Macs being
added to the residential network. Ensures PCs and Macs are
up to date in operating system upgrades and antivirus
updates.
PC/Mac Imaging
Worked with Apple to implement new process for imaging computers. Now both PCs and Macs
will arrive on campus equipped with core software and be more quickly deployable.
Deployment
Deployed 188 devices (PCs/Macs) during Summer 2007, 260 devices were deployed during Summer 2006, and 319 are planned
for deployment during Summer 2008, trimming the replacement cycle down to 4.2 years.
Inventory Control
Using refurbished PCs and an inventory of spare parts to assist with repair/replacement of PCs
no longer under warranty. Older machines and parts were auctioned off in the first annual
Technology Fair held on April 1, 2008.
TMA
Streamlined processes for updating TMA on Facilities Services PCs and handhelds remotely.
Checkout Equipment
As of 6/30/2008, Technology Support has processed 118 equipment checkouts, with the most
popular being data projectors (21), Laptops (18), and a Sprint Wireless Card for remote access
to the Internet (10).
0
100
200
300
400
06 07 08
Computers Placed
21
Events
Supported the following Washburn University Events through Web-
based and/or database systems: History Day, Math Day,
Music Festival Scheduling, Math Placement Exam Registration,
EN300 Placement Exam Registration, WSGA President, Senate &
Freshman Elections, Homecoming King and Queen Elections, United
Way Campaign. These systems simplify data collection and provide
more immediate information.
Banner/Partner System
Maintenance
Successfully implemented the new 08-09 financial aid year
in Banner. Recurring accomplishments such as admission,
registration of students, creation of new schedules, fee
assessment, 1098-Ts, W-2s, salary planner, Evisions
transcripts, Touchnet credit card table updates,
population selections, FormFusion e-mails to students,
analysis of tuition assessment, etc. These repeating
events often come with new requirements/features for
implementation.
Census Reporting
Fall and spring database clones requested by Institutional Research for census reporting.
9/23/07 and 2/24/08.
Duplicate PIDMS
Researched and fixed over 350 duplicate PIDMs. Duplicate PIDMs are inevitable; researching
and fixing them take 2 hours per duplicate PIDM, so it is equivalent to 0.25 FTE.
Name Changes
Processed 375 name changes. Each name change can take up to a half hour of ISS staff time
to process, and the average time period between the request and the completion of the name
change request has been 30 days, as users are given time to communicate with us about
whether or not the name change request has been accurately entered.
Account Deletions
February 2008, deleted 5962 accounts, leaving 12,460 MyWashburn accounts. June 2008,
deleted 3085 accounts, leaving 12,437 accounts.
Evaluations
Online Course Evaluations, College of Arts and Sciences Department Chair Evaluations, Scanned
Teacher Evaluations.
22
Reporting/Extracts
Examples of reports/extracts created/modified for functional areas include Online Education
reports, Fixed Asset Reports, University Relations directory extracts, Operating Expenses report
for the Director of Budget to provide to deans/directors/department heads, Worker‟s
Compensation report, Vendor Totals by Organization Code, Dependent Tuition Waiver Report,
Foster Tuition Waiver Report, Federal Work Study Report, Scholarship Decision Report, IPEDS
faculty/staff extract. Student Employee Wages Report, SAP assignments made by users outside
of Financial Aid, NPSAS Student Aid data, student employee contracts, Common Data Set and
College Board Surveys, IPEDS reports.
Web Site Maintenance
Registrar's Important Course Dates Report, Late Class Add Form, Business Office Excess
Financial Aid Web Page Changes (Yearly), Residential Living Web Site, Continuing Education
Web Site, KTWU forms, Transfer Guides.
Web Site Requests
The average number of requests for Washburn‟s public Web site (www.washburn.edu) was
46,311 hits per day for the ‟07-‟08 academic year, compared with 49,445 for the previous
academic year. The largest requests were for the News, Alumni and MyWashburn Referral
sections of the Web site.
PHASEOUTS
Informix
--The following systems were rewritten as Access databases to ensure continued support:
Codec database for Instructional Services, Fund Tracking Database historical data, Instructor
Evaluation data.
--Printer database previously stored in Informix was moved to a BodPrints database.
--Informix Testbank data moved to Respondus.
THE UNEXPECTED
Monday
August 13, 2007 Disk Failure on production database server; outage from 8:00 p.m. – 10 p.m.
January 2008
--Power outage due to a UPS malfunction in the mechanical room. When machines rebooted,
communication errors began between database server and the application server. Trace files
were being created at an enormous rate. To fix this, the Oracle configuration file had to be
modified.
--Research revealed an unexpected network reconfiguration had executed upon startup
after the outage.
Monday
April 7, 2008
MyCourses not working for students; an attempt to send a targeted announcement to all
students tied the system up in knots. Later it was revealed the Oracle database containing
MyCourses information was not in sync with the Luminis database. This event yielded 90 linked
tickets in the technology support project.
Friday
April 25, 2008
Phishing scam causes remote sites to block our address, so the IP address was changed on our
mail server.
23
THE NEW
Brochure for New Faculty
Created to give new faculty a summary of services offered by technology support.
Office 2007
Technology support assisted with the transition to Office 2007 through building sweeps.
Development Tickets
Requests for development of new reports/extracts/applications requiring more than two hours
of an employee‟s time are stored in a development database for tracking. 241 of these
requests were completed during the 2007-2008 academic year. At the end of the 2007-2008
academic year, 114 tickets remained open.
Application Development
Built/modified the following Web-based applications: Outstanding Employee Award
Nomination, Washburn Transformation Experience, Employee Mailing Application available on
the University Services tab of MyWashburn, Prospect Registration driver‟s license swipe for the
State Fair, and Test Scoring Statistical Reports. Applications are being built to support the
mission of the university.
Data Integration
Link to MBS Textbook from MyWashburn channel for faculty and staff to see textbooks required
for courses, Kansas Department of Labor NASWA Electronic File Submission, Data Feed to TIAA-
CREF using Open Plan Solutions, iCard office data extract modifications. By automating these
processes, ISS staff time and/or functional area staff time is greatly reduced.
Shared Drive Solution for
ISS/Functional Areas
Working with systems and network services, developed drop-off folders on the NAS for ISS to
store extracts and other information for functional areas. This greatly increases the security of
data extracted from Banner.
Credit Card Widget
Expanded usage of the widget to the KTWU Web site, increasing the
security of credit card processing.
Online Surveys
Surveys built with our own homegrown survey creation tool include BSW and MSW Program
Exit surveys, survey for HS498VA, and Social Work Program Evaluation survey forms. New
surveys can be created with this tool within a 2-hour timeframe.
New Web Sites
Built Web sites for Risk Management and Modern Foreign Languages.
Content Management
System (CMS) Additions
Counseling Services, LINC Web sites were added to the CMS. The WUPRM (Washburn
University Procedures and Regulations Manual) created using the CMS, was made available
from the Human Resources site. Using the CMS provides a consistent look and feel for
Washburn‟s presence on the Web.
24
Building Sweeps
Technology Support Technicians now “sweep” assigned buildings
and field questions and requests from departments using a sweep
checklist.
Slow Computer
Troubleshooting
In cooperation with systems and networking services, a checklist was created to determine the
steps to take when troubleshooting the vague report of a “slow computer,” ensuring each area
of ISS knows area of responsibility for dealing with such tickets.
New Banner and Partner
App Functionalities
Immunization Tracking for the School of Nursing is now recorded in Banner.
Music Department Recruiting data is now collected through the Banner Prospect self-service
online form.
Credit Cards are now accepted as payment for Admissions applications fee using Banner self-
service and Touchnet.
Implementation of Plus loan refunds to parents, made possible in Banner 7.3.
Imaging expanded to the Payroll Office.
Admissions Applicants Communication Plan using Banner and FormFusion.
Test scores for MSW waivers mass update in Banner.
Usage of Alumni Self-Service for Alumni Personnel makes it possible for Alumni staff to query
without using Banner Oracle Forms.
Employee disability code load into Banner.
Optional collection of race/ethnicity tied to the self-service registration process.
Implemented FGAC/Protection of Sensitive Data for race/ethnicity data. FGAC stands for Fine-
Grained Access Control, and provides a way to allow only certain individuals to see pieces of
information on a Banner form.
New employee classes for Kaw employees.
UPGRADES
Installs/Upgrades
Upgrades and installs included:
Financial Aid 7.8, 7.8.1
General 7.4
Intcomp 7.3
Finance 7.3
TMA 8.0.2.5
GNU Mailman Upgrade
TMA 8.0.3.2
HR 7.2.5
Oracle 10g upgrade on test, staging and production database servers
Financial Aid 7.9
Student 7.4
EdConnect 7.2
TMA 8.0.3.5
Financial Aid 7.9.1
Imaging Licensing Server 5.60.049
Luminis 3.3 patches
Financial Aid 7.10
Financial Aid 7.11
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Upgrades are required in most cases in order to remain current with support from Sungard.
Interdependencies often require us to upgrade one module in order to upgrade another.
Test Systems
Worked with systems and network administrators to install and configure test systems on virtual
servers.
Maintained testing and staging systems for Banner/Luminis/WebCT Unified Digital Campus.
Testing and staging systems minimize problems when we upgrade in production.
E-mail Quotas
Changed on Monday, September 17 for students: 100 MB Quota for students; 1GB quota for
law students. The decision was made after looking at what was offered as a quota at other
Kansas institutions. The purchase of 12 Terabytes of additional disk space made this possible.
Script Creations
Reviews and
Modifications
Review of code used to create extract of students and employees needed for integration with
other systems. Review and documentation of scheduled tasks on servers.
Script to identify and communicate changes in Banner validation tables.
Reviewed and modified audit /update scripts. Script to update graduation
dates in Banner. Scripts to automate shutdown of applications on servers,
so that systems will come down nicely in the case of a power outage.
Personnel Searches
Administrative Business Analyst (2), Java Programmer/Analyst (1)
THE FEEDBACK
Few Examples From
Our Customers
--Student worker Nicholas Hill‟s work on the Financial Aid Web site and Student Worker Job
Search was praised by the presenter of the student employee supervisor training meetings.
--“I want to let you know that blue print registration in HC 108 went very smoothly on Friday.
The staff and I sincerely appreciated the creativity and problem-solving that was initiated by
you and your team regarding the outage of MyWashburn. The transfer students did not notice
the interruption at all, which is a real tribute to the work you provided for us.”
--Regarding the development of an Application Communication Plan: “On behalf of the entire
Admissions team, THANK YOU! This is going to be great for our operations.”
--In April, 2008, we begin to implement a random survey tool in our
BodPrints Technology Support ticket tracking system. Only 1 out of 29
indicated the service did not meet expectations. 16 indicated the service
exceeded expectations, with the remainder reporting that expectations were
met.
--“We appreciated the work being done in a timely matter. The staff being courteous to our
new employee.”
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TRAINING
Received
--KCOUG (Kansas City Oracle User‟s Group) Training day - 10/07/2008 (Cathy Heit, Bethe
Titsworth, Eileen Brouddus)
--A+ Certification for technology support technicians Duane Myers and Anne Walbridge. Duane
and Anne joined others in technology support receiving A+ certification while employed at WU:
Dave Edmonds, Andy Black, Shawn Garman, Aaron Hall, and Daniel Parnell.
--In-house training on PL/SQL and Oracle issues, February 2008, attended by Administrative
Business Analysts and programming staff. Instructor was Oracle expert Dan Hotka.
--Generic Connector Framework Seminar, attended by Sue Jarchow, April 11, 12, 2008
Given
Banner navigation training (ongoing).
Scanning documents using CapturePerfect for storing on the NAS.
Imaging training prior to the anticipated upgrade to show new features.
CONFERENCES
Financial Aid
Attended by Sandy Selden, November 26-29, 2007, San Diego, California
TMA
Attended by Joyce Scheck, April 1 – 3, 2008, Tulsa, Oklahoma. Networked with other
universities to make contacts on who has implemented the TMA UFI interface with Banner.
Gathered information regarding iServiceDesk for future reference.
OWASP Meetings
Web Security Meetings - Open Web Application Security Project (OWASP) meetings in Kansas
City attended by Eileen Brouddus and Bill Bunten
Banner Support Meeting
Attended by Sandy Selden, Joyce Scheck, Sue Jarchow, and Linda Griffin, November 8, 2007,
University of Central Missouri, Warrensburg
Banner Summit
Attended by Sue Jarchow, April 13 – 16, 2008, Anaheim, California
CHECK conference
Conference on Higher Education Computing in Kansas (CHECK) May 21 and 22, 2008, in
Emporia, KS, attended by Sue Jarchow and Joyce Scheck. Sue and Joyce participated as
members the Banner System Roundtable session.
27
THE FUTURE
KAW, Luminis 4 and Enrollment Management Suite will be the largest projects we face in 2008-
2009. We are ready for the challenge!
28
Annual Accomplishments, Security and Project Management
ISS Security and Project Management
Information Security
In FY08, Washburn began the process of creating an Information Security
program. For the first time, a staff position was identified to focus 50% of his time
on information security issues.
Accomplishments
Implemented secure connection for shell/file transfer. (End use of insecure
telnet/ftp)
Work with Student Health Center to move all private medical data storage behind
an internal firewall.
Work with SRWC to move all private medical data storage behind an internal
firewall.
Begin transition to secure email authentication. (imaps)
Begin transition to encrypted wireless networking. (end use of tsunami)
Begin evaluation of Virtual Private Network solution for the campus.
Begin evaluation of Network Access Control for the campus.
Produced several security awareness communications including participation in
National Cyber Security Awareness Month and creation of an Information Security
web site for Washburn.
Begin work on Information Security portions of WUPPRM.
Decision to require full disk encryption of future laptop purchases.
Begin work with University attorney to include information security language in all
contracts.
Change to new anti-virus/anti-malware product. (Sophos)
Establish relationships with colleagues at Regents Information Security Committee
and REN-ISAC.
Serve on Educause Information Security Effective Practices working group.
Begin process to identify Data Custodians for administrative data.
Raise awareness with relevant areas about PCI requirements for credit card
processing.
Work with Chartwells to plan their network adjustment for PCI compliance.
Research options for external security scan.
Monitor and respond to DMCA notices.
Identify and respond to security incidents.
Installed new outbound email filter.
Attended the Educause Security Professionals Conference.
Project Management
Only one large project was assigned for project management in FY08, the
installation of a generator behind Bennett Hall. This 300 KW generator will
provide power to the Bennett Server room, Morgan Phone room, and University
Police in the case of an outage. The project was successfully completed on time
and on budget.
29
Cable
Infrastructure
Significant improvements and additions were made to the campus data
and telecom infrastructure. These include:
Published a standard for Washburn telecom rooms.
Carnegie telecom room was improved to meet the new standard as
closely as space allowed.
100 pair of new copper cable was installed in the Carnegie telecom
room.
Morgan 14 telecom room was improved to meet the new standard as
closely as space allowed.
Stoffer Hall renovation was completed with 4 new telecom rooms that
meet the standard.
Planning was done and drawings approved for improvements in Whiting.
These include 2 new telecom rooms as well as new fiber and copper
pulled to the building.
New fiber was installed from Henderson to Benton and from Morgan to
Bennett to significantly increase capacity for future needs and to
eventually connect building on west side of campus directly to Benton
server room rather than first collecting in Bennett.
New telecom room was created in Morgan 262 that meets the new
standard and will result in removing network switches from above
ceiling locations.
Supported planning and implementation of new School of Business
Technology Center.
Created inventory of all telecom rooms and began regular ongoing
maintenance of rooms.
Provided training to other university employees who handle fiber optic
cable to assure it is always cleaned and connected for proper operation.
Re-cabled Carnegie 108 PC lab.
Re-cabled portions of Bradbury Thompson center for new VP offices.
Added earth grounding to Bennett and several other telecom rooms.
Assisted in transition of Washburn Village fire alarm from copper to
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Cable
Infrastructure
(Con’t.)
fiber.
Built fiber path across campus for new Cox internet connection.
Built fiber path across campus for new connection to KATS.
Created master parts list for expediting future ordering.
Assisted in planning new cabling needs in Mabee Library.
Began re-cabling of second floor offices in center and west wing of
Morgan.
Assisted with planning and design of cable infrastructure for new Police
Emergency Operations Center.
Took on new responsibility for design and installation of online lock
systems.
1018 trouble tickets were processed and closed with 35 remaining open
on June 30.
Provided training to ISS staff on proper handling of fiber optic cable.
Hosted 1 day copper cable management and CAT 6 connectorization
training event attended by staff from K-State, KU, and Washburn cable
technicians. Cable techs are now certified to do warranty work on
Ortronics and ADC hardware.
Chief Engineer attended BICSI DD120 Grounding course and received
Grounding Technician certification.
Carnegie Telecom Room
31
(Before)
Carnegie Telecom Room
(After)
32
Security Incidents Summary
Mo Day Time Type IP Location Description
Year 2007
Aug 20 Unknown Acct Use Mabee Demo47 credentials left in public space
Aug 27 18:30 CDT Acct Use Bennett Unknown users on network as demo93
Sep 18 Unknown Spyware brenda.white HLRC New.Net.Domain.Plugin Spyware #98848
Sep 22 Afternoon Acct Use Pavilion Wufootball credential found in waste basket
Oct 20 Unknown Theft Laptop stolen from Gene Cassell
Oct 22 Acct Use Admissions Report of other staff using Mary Moses‟ login id
– unproven
Oct 22 22:22 Virus Res Living TR/Vundo.gen bouncing around resliving
Oct 24 08:21 Acct Use Student account used from Nigeria to send spam
Oct 26 16:00 Hole 198.252.9.165 Law Printer on public IP w unrestricted web server-
banking info available
Nov 19 Unknown Theft Financial Aid Laptop stolen from Jamie McEwen while office
was remodeled
Dec 13 21:20 DMCA 198.252.8.217 Wireless Keyshia Cole Let It Go (Gnutella)
Year 2008
Jan 01 07:21 Spam WU account used to spam
Jan 02 16:10 Wusports.com Off Campus Password page does not have an ssl cert
Jan 02 16:54 Spam 192.104.1.54 Bennett Web page defect allowed users to send spam
from our server
Jan 21 10:30 Phishing Email asked people to reply with their password
Feb 14 10:51 DoS Bennett Denial of service attack caused mail delivery
delays of several hours
Feb 28 13:29 Probing 198.252.8.193 Bennett Student laptop brought in for cleanup probed
Virgina Tech (110215)
Mar 06 09:24 Rogue Wireless Law House across MacVicar is doing man in the
middle wireless extension
Mar 27 15:48 Phishing Email asked people to reply with their password
Apr 04 14:06 DMCA 198.252.8.217 Wireless Fabulous Make Me Better BitTorrent
Apr 08 17:10 DMCA 198.252.8.217 Wireless Chris Brown Kiss Kiss BitTorrent
Apr 08 22:16 Phishing Email asked people to reply with their password
Apr 10 08:20 Blacklisted SORBS blacklisted us as a result of spamming
from compromised accounts
Apr 11 11:08 Hole Hipace Found qtdmon running providing tunnel bypass
from cislinux2 to hipace
Apr 18 10:05 Open FTP
Server
Mu4jet Music Imagistics multifunction printer was running an
ftp server, no password required
Apr 21 23:22 DMCA 198.252.8.214 LLC Jack Ingram Measure of a Man-gnutella
Apr 21 23:22 DMCA 198.252.8.215 Wash. Village Green Day Working Class Hero – gnutella
Apr 22 21:38 DMCA 198.252.8.214 LLC Multiple – see email - gnutella
33
Mo Day Time Type IP Location Description
Year 2008
Apr 22 21:38 DMCA 198.252.8.215 Wash. Village Jewel Who will save your soul – gnutella
Apr 23 17:30 DMCA 198.252.8.214 LLC Multiple – see email – gnutella
Apr 23 17:30 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
Apr 23 17:30 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella
Apr 24 21:20 DMCA 198.252.8.216 Public Vlan Multiple – see email – gnutella
Apr 24 21:20 DMCA 198.252.8.214 LLC Multiple – see email – gnutella
Apr 25 17:56 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
Apr 25 17:56 DMCA 198.252.8/214 LLC Multiple – see email – gnutella
Apr 28 20:23 DMCA 198.252.8.214 LLC Multiple – see email – gnutella
Apr 28 20:23 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
Apr 29 22:01 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
Apr 29 22:01 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella
Apr 29 22:01 DMCA 198.252.8.214 LLC Multiple – see email – gnutella
Apr 30 21:05 DMCA 198.252.8.216 Public vlan Multiple – see email – gnutella
Apr 30 21:05 DMCA 198.252.8.214 LLC Multiple – see email – gnutella
Apr 30 20:33 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
May 07 18:37 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella
May 08 15:53 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
May 16 05:26 DMCA 198.252.8.215 Wash. Village Multiple – see email – gnutella
May 16 03:38 DMCA 198.252.8.214 LLC Multiple – see email – gnutella
May 16 01:39 DMCA 198:252.8.217 Wireless Multiple – see email – gnutella
May 19 18:04 DMCA 198.252.8.217 Wireless HBO – Entourage….bittorent
Jun 03 17:13 DMCA 198.252.8.217 Wireless Gym Class Heroes – gnutella
Jun 10 13:56 DMCA 198.252.8.217 Wireless Martina McBride – gnutella
Jun 24 11:34 DMCA 198.252.8.217 Wireless Fleetwood Mac – gnutella
Jun 30 14:53 DMCA 198.252.8.217 Wireless HBO – Bittorrent
Jun 30 18:41 DMCA 198.252.8.217 Wireless Multiple – see email – gnutella
Jun 30 02:34 DMCA 198.252.8.215 Wash. Village Multiple – see email - gnutella
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APPENDIX I – ORGANIZATIONAL CHART (AS OF JULY 2008)
Appendix III
ISS Organization Chart