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P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y
M O N T H L Y R E P O R T
Table of Contents
Partnerships...................2
Leadership....................3
Upcoming Events.........4
Faculty Spotlight..........5
Did you know...?..........6
Benchmarks &
Accountibility...............7
Information Technology
Pepperdine Help Desk
Available 24/7
(310) 506-HELP or
(866) 767-8623
IT Website
community.pepperdine.edu/it
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INSIGHT | NOVEMBER | 2012
N O V E M B E R / 2 0 1 2P A R T N E R S H I P S
CIO Strategic Alliance to Discuss the Future of Technology at PepperdineChief Information Officer (CIO) Jonathan See is forming a CIO Strategic Technology Alliance (CIO-STA) to
engage in discussions and decision-making on technology issues at Pepperdine. Additionally, the alliance
will assess technology trends happening in academia and offer counsel on whether these technologies are
appropriate for the University and its Strategic Plan.
Representatives will be chosen from the faculty, staff, and student bodies of Pepperdine’s five schools and
major areas. They will meet periodically throughout the year.
“This Alliance is an opportunity for all five schools and major university areas to meet and discuss
the future of technology at Pepperdine and how it will affect not only our students and aca-
demia, but our workplace too.” - Jonathan See, CIO
P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y
M O N T H L Y R E P O R T
Office of CIO Presents the Benefits of a Centralized CRM Tool to the University
Constituent relationship management (CRM) tools are used by many universities to help manage student
recruitment efforts. Not only do these tools allow a university to tailor their communication efforts to each
student, but they’re able to track a student’s progress throughout their college life, into graduation, and
beyond.
Centralizing a CRM tool like this at Pepperdine can present many opportunities beyond just recruitment ef-
forts. On Tuesday, November 27, the Office of the Chief Information Officer is hosting a presentation on the
benefits a centralized tool would bring to all schools and major areas as well as what would be involved in
implementing this at the University.
Continued on next page
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INSIGHT | NOVEMBER | 2012
Currently, the Graduate School of Business and Management, the Graduate School of Educa-
tion and Psychology, and Seaver College are all using different CRM recruitment tools.
“Moving to a centralized system could present cost-effective opportunities for the
University. It can streamline our business processes so that we can focus on building
meaningful relationships with our students from the beginning and investing contin-
ued support throughout their experience here at Pepperdine. Thus, building a com-
munity of passionate alumni.”
- Jonathan See, CIO
During the presentation on November 27, See and his team hope to work with meeting attend-
ees to create a common vision and plan to implement a CRM solution that will give leverage to
the Strategic Plan.
IT Staff Fulfill Strong Leadership Roles in Enterprise Information SystemsL E A D E R S H I P
Information Technology (IT) is pleased to announce that Tim Bodden has been promoted to asso-
ciate director of Enterprise Information Systems (EIS). Over the past year, Tim has performed many
of the duties previously assigned to the associate director of EIS. Tim’s handling of the upgrades
clearly demonstrates his ability to manage large projects across multiple functional areas.
Hector Ramirez has been promoted from lead PeopleSoft application developer to senior lead
application developer. Hector will take on some of the functional responsibilities within People-
Soft Finance in addition to his current development roles. Hector has a strong relationship with
Finance and a history of delivering on complex and large development projects.
Ronit Weiss and Ryan Kim have both been promoted from senior PeopleSoft application devel-
opers to chief PeopleSoft application developers. Ronit will continue to focus on development
with the Student and Portal areas of PeopleSoft in addition to major PeopleSoft projects. Ryan will
continue on as the technical team lead for the PeopleSoft project.
Sridevi Gopalakrishnan joined the EIS team as lead ERP developer on October 15th. She will pro-
vide technical support our PeopleSoft HR, Benefit, and Payroll module. Before joining EIS, Sridevi
has been working as a PeopleSoft technical consultant for nearly six years and during her last
project, she helped one of their clients in financial industry going live with HCM 9.0 implementa-
tion. She comes on board with extensive experience of supporting PeopleSoft HCM modules. EIS
is pleased to have her on board and eager to see Sridevi’s positive contributions to the team and
the University.
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INSIGHT | NOVEMBER | 2012
Eighteen IT Staff Members Recognized at Pepperdine’s Honors EventOn Thursday, November 1, many Pepperdine faculty and staff were recognized for their years of
service to the University, its students and greater community, and its mission. This year, Informa-
tion Technology had 18 staff members who were acknowledged. Their combined time of service
equals to 160 years! IT would not be where it is today without the dedicated individuals who make
up this division.
2012 Honorees:
5-Year Honorees: Brian J. Bowen, Lance B. Coert, Enrique A. Cortez, Horacio B. De La Rosa, Rinn
Nicole Dow, Mark R. Giglione, Peter Kain, Shu Chi Liou, Jose Munoz, Vixay Suphasiri, and
Ronit Weiss
10-Year Honorees: Brian M. Aasen, Raphael J. Norton, Kevin G. Phan, and Novita Y. Rogers
20-Year Honorees: Jerry L. Hoover and Ronn A. Stinson
25-Year Honorees: Rita Schnepp
Remote Support Tool Better Assists Community with Technology RequestsIn November, IT will be introducing a new tool called the Remote
Support Tool, which will help IT staff better support the community
(students, faculty, and staff) with technical requests from anywhere
across campus networks or the Internet.
The Remote Support Tool works by utilizing a remote assistance and
screen-sharing software that allows IT staff to reach a user where they
need help, providing a more timely and efficient technology support service.
Members of the community who need technology assistance will log their technical issue with
the Pepperdine Help Desk or fill out the Technology Request Form. If the technology issue re-
quires the use of the Remote Support Tool, the IT support staff will ask the user if they would like
to start a remote support session. They will then be guided through simple instructions on how to
use the Remote Support Tool.
L E A D E R S H I P
U P C O M I N G E V E N T S
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INSIGHT | NOVEMBER | 2012
Keynote Speaker Announced for Technology and Learning Faculty ConferenceF A C U L T Y S P O T L I G H T
The Technology and Learning group is pleased to announce Dr. Mi-
chelle D. Miller as keynote speaker for the 2013 Technology and Learn-
ing Faculty Conference to be held on Wednesday, February 13, 2013
at the West Los Angeles campus.
Dr. Michelle D. Miller is a cognitive psychologist and professor from
Northern Arizona University (NAU). Her academic specialties include
working memory and memory encoding, which she has combined
with technology-enhanced pedagogy to investigate ways to make
teaching more effective. This journey has led her to become an estab-
lished expert on course redesign in higher education. In 2007, Miller was
selected as a National Center for Academic Transformation Redesign Scholar. She has conduct-
ed workshops and consulting work on course redesign at many institutions. Aside from being a
professor, Miller serves as co-chair to NAU’s First Year Learning Initiative and is director of its Course
Redesign Initiatives.
Miller published an article in Change: The Magazine of Higher Learning on the cognitive advan-
tages of instructional technologies, followed by a review article in College Teaching that laid out
fundamental knowledge about memory theory, applications to college teaching and predictions
for future trends in this area. This article gained national and international exposure when it was
the focus of a two-part series by columnist James Lang of The Chronicle of Higher Education.
To learn more about the 2013 Technology and Learning Faculty Conference or to register, please
visit http://community.pepperdine.edu/techlearn/events/conference/
Michelle D. Miller, Ph.D.Northern Arizona University
Faculty Grant Applicants Increased from Last Year
The deadline for the FY13 IT Grants for Faculty program closed on October 19. Last year, nine pro-
posals were received. This year nineteen submissions were received from Pepperdine faculty from
each school. While only three schools were represented last year, applicants hailed from every
school this year.
The program was established by the offices of the Provost and the Chief Information Officer to as-
sist faculty who explore new ways to integrate technology into their teaching or study other ways
to improve student learning. Grant proposals are currently will being reviewed and awards will be
announced by December 1, 2012.
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INSIGHT | NOVEMBER | 2012
Simpler Got Some UpdatesD I D Y O U K N O W . . . ?
On Friday, October 26, Simpler underwent some technical upgrades by the vendor that changed
some of the aesthetics within the tool. The basic functionality of Simpler stayed the same; however,
there are some slight changes to the colors of icons and rows in the tool. Below are a few changes
that will make the tool more easy to use.
Ability to arrange the order of rows/fields
Better distinction between rows with alternating colors and a scrollbar for easier viewing
If you have any questions about the changes, please call the Help Desk (x4357) or fill out the
Technology Request Form.
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INSIGHT | NOVEMBER | 2012
B E N C H M A R K S & A C C O U N T A B I L I T Y
Pepperdine Help Desk
During October 2012, there were 1295 requests for support managed through the Help Desk.
Of these requests, 57 percent were resolved within two days and 83 percent were resolved in
fewer than five days. The average wait time for individuals calling the Help Desk was 25 seconds.
Seventy-eight percent of requests were resolved by the Help Desk on the first call.
Online Requests
In October 2012, there were 294 additional requests for support managed through online web
request forms. The top two types of online requests were: audio visual service (69) and network
resources request (54).
Help Desk User Survey
Through an automated feedback process, all Help Desk callers have the opportunity to com-
plete a web-based satisfaction survey. In October 2012, 138 (11 percent) of 1237 survey requests
sent to customers were submitted. The four-question survey uses a “1 to 5” sliding scale with “4.00-
5.00” equal to Excellent.
S u b s c r i b e o r T e l l U s W h a t Y o u T h i n k
Do you know someone who would benefit from reading IT’s InsighT Report or do you have a ques-
tion or comment about the report? Drop us a line at [email protected].
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