ITSS ANNUAL REPORT
                                            2006-2007
                                          Executi...
ITSS ANNUAL REPORT
                                            2006-2007

Department Name: Information Technology Systems ...
Mission, Vision and Values/Principles of ITSS

Mission: ITSS provides leadership, instruction and access to information, c...
UND is a member of Internet2 (I2) to provide researchers, faculty and students high bandwidth computing
and networking cap...
2. Those We Serve

The University:

Available to each member of the University Community:

ITSS hosts, operates, administe...
ITSS advances campus IT security

    •   Awareness and education about IT security and leadership for policy development ...
salaries. The department also generates revenue from the sale of telephone and cabling services to
campus departments and ...
•   ITSS provides select Microsoft products for students, staff, and faculty to purchase at a
           savings of 50 per...
apartments, wireless coverage areas (supported by ITSS), open network outlets in the Chester
      Fritz Library and the M...
•   Add web-based interface to access voice mail.
•   Create another computer training room in the ITSS-Telecom area.
•   ...
ITSS for NDUS

   •   Work with NDUS CIO and ConnectND Executive Director to implement the “Ten
       Recommendations to ...
•   Applied 7 Student Admin/Tax bundles plus subsequent fixes to the ConnectND Student Admin
        application.
    •   ...
project and implementation effort underway for completion in FY 2008.
Work with state and regional partners for planning a...
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ITSS Annual Report 2006-07.doc

  1. 1. ITSS ANNUAL REPORT 2006-2007 Executive Summary ITSS provides central IT services for UND and NDUS. ITSS personnel work closely with the University Chief Information Officer (CIO) and the University Information Technology Council (UITC) with its sub councils, and campus administration in order to better align with campus IT priorities. ITSS personnel work closely with the NDUS CIO, ConnectND Executive Director and with personnel from ConnectND, ODIN, HECN staff and North Dakota Information Technology Department to meet NDUS requirements and expectations. ITSS provides central information technology (IT) services for UND including help center; network, server and database administration; technology support; communications infrastructure; telephone; classroom technology; Blackboard; faculty workshops and graphic design. ITSS is comprised of Support Services and Technical Services each overseen by an Associate Director. As of July 1, 2007, ITSS has 70 full- time, 2 half-time employees and 41 student employees. Twenty nine and one-half (29.6) FTE staff are funded by and responsible for NDUS activities. The greatest portion of ITSS human and financial resources go towards on-going information technology services that UND and NDUS constituents expect and require in order to do their work. Beyond that, in FY 2007, extra effort was expended to • Improve IT security • Build a UND identity and authorization infrastructure • Expand campus wired and wireless local area network and wide area network access • Develop UND web application support • Move ODIN and ConnectND users to new applications from legacy systems • Improve ConnectND systems infrastructure and usability • Align ITSS positions with expectations of responsible organization With the exception of ConnectND, ITSS budgets have been flat for many years. Maintenance for existing services takes a greater percentage of the budget giving less funding for discretionary or new campus projects. Staffing levels have been stable so there is an ongoing process to identify the higher priorities and staff skills required for those priorities.
  2. 2. ITSS ANNUAL REPORT 2006-2007 Department Name: Information Technology Systems and Services (ITSS) Assessment Contact: Name: Dorette Kerian Phone: (701) 777-3880 Email: dorettekerian@mail.und.nodak.edu The University of North Dakota in its Strategic Plan, Building on Excellence, calls us to “Optimize the use of information technology to improve student learning, research and the administration of the University”, While the Roundtable on Higher Education does not give explicit goals for information technology, the higher education accountability measures clearly require strong information technology infrastructure and support systems. “The Information Technology Systems and Services Department (ITSS) provides UND and North Dakota University System (NDUS) with services and support to meet their goals. Organization The ITSS Director reports to the Vice President of Academic Affairs. ITSS works closely with UND’s CIO and with the University Information Technology Council to plan and provide current and future IT infrastructure and IT support services for UND faculty, students, and staff. The ITSS Director served as Interim CIO while retaining the ITSS Director responsibilities. The campus IT Security Officer works out of ITSS, and with the UITC, CIO and many others in order to develop, implement, and monitor IT security policies and practices. ITSS also works closely with the NDUS CIO and the ConnectND Executive Director for NDUS funded services including ConnectND administrative systems, wide area network coordination, help desk services and ODIN data center services. ITSS provides central information technology (IT) services for UND including help center; network, server and database administration; technology support; communications infrastructure; telephone; classroom technology; Blackboard; faculty workshops and graphic design. ITSS is comprised of Support Services and Technical Services each overseen by an Associate Director. As of July 1, 2007, ITSS has 70 full- time, 2 half-time employees and 41 student employees. Twenty nine and one-half (29.6) FTE staff are funded by and responsible for NDUS activities. ITSS leads and coordinates UND central IT through participation in the University Information Technology Council and sub-councils, and the Student Technology Fee Committee. ITSS planning takes guidance from the UND Strategic Plan, Information Technology Plan and from the President’s cabinet. ITSS helps set direction for and implements NDUS IT services through participation in the NDUS CIO Council, HECN Network Steering Committee, North Dakota State Network’s STAGENet Technical Committee and through coordination with ITD for ConnectND. Funding for these services is provided through the NDUS office. 2
  3. 3. Mission, Vision and Values/Principles of ITSS Mission: ITSS provides leadership, instruction and access to information, communication and technology resources in support of the higher education community: teaching, learning, research and public service. Vision: Utilize dynamic planning to expand and enhance information access, implement best practices, integrate leading edge technologies and expand professional development to meet the changing needs of the university. Values/Principles: • Provide reliable communications infrastructure • Provide quality technology resources • Provide quality customer service • Embrace collaborative change and innovation • Encourage professional growth • Provide quality leadership • Provide cost effective services State of the Unit ITSS provides central information technology for UND including help center, network services, technology support, technical services, telecommunications infrastructure, and telephone services. UND campus IT responsibilities and services in ITSS include: • Blackboard learning management system • Campus Local Area Network (LAN), and connection to the wide area network (WAN) services • Campus technology planning and support • Classroom technology standards and consulting • Classroom video and audio services • Converged communication infrastructure (cable plant and equipment) • Desktop computer support • Faculty instructional technology workshops and support • General purpose computer labs and clusters management • IT help services • IT security and privacy policy development and services • IT training, consulting and support • Large general classroom technology planning and support • Planning for campus-wide information technology services • Server installation and administration • Site license software management • Telephone services • University web system, e-mail and calendar services HECN IT responsibilities and services in ITSS that are provided in concert with the NDUS CIO and other NDUS IT organizations include: • Data center server, database, and application administration of ConnectND student information systems and ancillary systems. • Coordination of HECN WAN services. • Help Desk services in support of NDUS systems. • Operational support for ODIN systems. • Planning for statewide information technology services. 3
  4. 4. UND is a member of Internet2 (I2) to provide researchers, faculty and students high bandwidth computing and networking capability. ITSS personnel represent UND in Internet2 and UND and NDSU in GPN activities. UND, along with NDSU and ITD, participate in the Northern Tier Network Consortium to upgrade network capacity across the states from Wisconsin through Washington. Another staff member is State Coordinator for the national Association for Communications Technology Professionals in Higher Education organization and serves on regional and international Avaya Users groups. Staff members lead and are active in campus organizations and committees including the University Information Technology Council (UITC); the UITC Network, IT Managers and Academic sub-councils; Student Technology Fee Committee; Beyond Boundaries Planning Committee; UND DreamWeaver User’s Group; SAS User’s Group; Staff Senate; IT Security Committees and Groups; and the Loss Control Committee. They lead and participate in NDUS organizations and committees including the NDUS ConnectND Management Team, the NDUS Security Group, and several HECN administrative, network and ad hoc committees. The ITSS Director is a member of the EDUCAUSE Net@edu Advisory Council. ITSS staff presented at the NDUS PeopleSoft Higher Education Users Group Annual Meeting. Staff members are active in service and religious organizations. 1. Human Resources ITSS Full Time Equivalent (FTE) Staff UND NDUS ITSS Administration, Accounting and Leadership 3.35 2.65 Desktop /Help Desk /Support Services 9.34 3.16 Database and server administration 5.74 11.76 CILT Technical Staff 6 0 Security 1 0 Network integrated communication infrastructure and services 8.65 2.35 Operations 1.2 4.8 Production Control and ODIN support .1 1.9 Telephone administration and services 6 Total 41.38 29.62 ITSS Student Employees (Lab/cluster, network, desktop, integrated communication, and software 40 license assistant) Graduate Student .5 Three full-time and one half-time positions (storage, database and server administrators and a part-time network administrator) were added by legislative appropriation to provide the level of services ConnectND users require. UND added a part-time network services position and EPSCoR funded a part-time high performance computing network position this year. ITSS administration reviewed and changed personnel reporting and funding in line with changes in responsibility following ConnectND and ODIN implementations. The NDUS programmer analyst group moved from reporting to the ITSS Director to reporting to the ConnectND Executive Director. Telecommunication personnel have taken on management of the Student Software Sales Program. ITSS staff attended over 85 formal training sessions in ConnectND tools and applications, security, networking, server administration, database management, telecommunications, help desk, support services, user training and IT leadership. Additional learning is gained at workshops, conferences, on- line, and through working with peers. 4
  5. 5. 2. Those We Serve The University: Available to each member of the University Community: ITSS hosts, operates, administers and/or supports servers and systems in an air conditioned, secure and controlled environment with backup power and data backup service for: • UND web site to share information to both internal and external university audiences • U-Mail for students and faculty and GroupWise e-mail for administrators and faculty electronic communication • LDAP directory services for user authentication for central IT services • Streaming video services to view or re-view of events (lectures, presentations, athletic events) electronically • Blackboard learning management system online course materials and resources-including out of classroom communication • Campus applications such as proxy server, CFL Docutek, and ImageNow • NDUS ConnectND Oracle PeopleSoft Campus Community and FAMIS, T2, and Adirondack information systems • NDUS ODIN library system card catalog, databases, and reference materials ITSS provides and supports network infrastructure and services: • Wired network access in every classroom, office, and most other campus rooms at 100 megabit per second--with ability to implement for 1 gigabit per second where funding is available • WAN access at 1 gigabit per second; Internet1 access up to 622 Mbps and Internet2 access to 100 Mbps (the latter 2 shared among NDUS campuses) • Leadership of Network Sub-Council for campus network guidance, planning and direction • Wireless access covering more than 25% of campus • Domain Name Service and Dynamic Host Control Protocol services for IP number addressing and name management • Cisco Clean Access for campus network authentication and for up-to-date virus protection and OS patches in residence halls and in open and wireless network access areas ITSS provides client support services for the campus: • Help desk services problem reporting, tracking and resolving issues • Desktop computer assistance, consulting and training • Shared system computer consulting and training • Training, documentation, and news items inform campus members about information technology and assist in its use • Desktop telephone, voice mail service and training as well as campus operator, cellular phone referral and retail phone card services • Web services HTML, PHP and MySQL • Design and planning for classroom technology • Maintenance, training, and checkout of classroom presentation equipment • A/V recording and duplication services ITSS supports campus researchers: • Administration of Vice President for Research’s Computational Research Center (CRC) High Performance Computing Cluster 5
  6. 6. ITSS advances campus IT security • Awareness and education about IT security and leadership for policy development and implementation to strengthen campus IT security Students: In addition to the services above, all of which are available to students as members of the University Community, ITSS provides services to students: • Telephone, voice mail, long distance, and Internet service in virtually every on campus student residence • Availability of general-purpose computing clusters in the Memorial Union and Chester Fritz Library • UND web site for student organizations and U-Web student web site for course work External Constituents/Other Stakeholders: Records stored in the PeopleSoft Community system provide reports for the legislature and other constituents. By operating and providing technical support for the ODIN system, ITSS enables a library system to be used by NDUS and many public and K-12 libraries. With NDSU Information Technology Services (ITS), ITSS coordinates the NDUS participation in the state STAGENet Wide Area Network and the use of Remedy problem tracking by most NDUS campuses. ITSS staff participates in many organizations and committees to plan for and provide these services (See above, State of the Unit). Telephone Services are provided to incubator businesses. Telecommunications services are often arranged for special campus events. UND, with NDSU, sponsors the I2 membership for K12 schools in North Dakota through the Sponsored Education Group Participant Program. 3. Programming ITSS participates with University within the University (U2) to plan for and assess IT workshops including business applications, web development, and electronic communication. ITSS staff provide new student IT orientations in cooperation with the Graduate School and Enrollment Services. An ITSS newsletter offers technology updates each semester. The ITSS web site (www.und.edu/dept/itss) offers resources for use of IT. Security workshops and a campus Cyber Security Awareness Day are provided through the IT Security Office. ITSS staff assists in providing ConnectND training and web documentation for UND and other NDUS campuses so that faculty, students and staff can more readily and confidently use this tool in their work. 4. Fiscal and Physical Resources The ITSS personnel budget expenditures were about $3.6 million: of which $1.37 million was dedicated to personnel who provide UND IT services. Those funds are primarily appropriated dollars that come to UND for IT and some recharge funds. The remaining dollars fund personnel to provide NDUS services and are provided from the NDUS system office technology pool, with some additional provided by the Bank of North Dakota, ODIN, and ConnectND fees, UND’s ITSS operating and equipment expenditures in 2006-07 were approximately $6.6 million with UND’s share near $1 million. UND’s share is spent on maintenance of existing hardware and software, campus network electronics and management, servers for central IT service and consulting to improve service. The remaining $5 million in expenditures were for NDUS. As a member of NDUS, UND benefits from the NDUS ITSS dollars spent for ConnectND, help desk and wide area networking. The Telecommunications Department within ITSS is a recharge center for Administrative Long Distance and Telephone Services, Technical Services and Student Telephone Services. The Department received nearly $796,000 in appropriated funding for Administrative Telephone Services and Repairs and the incoming Toll-Free line. The bulk of the funding is used for Administrative Telephone Services and Repairs (such as providing academic departments with telephone service) with the remainder going into 6
  7. 7. salaries. The department also generates revenue from the sale of telephone and cabling services to campus departments and students. Depreciation for switch and infrastructure replacement and major underground cabling projects are funded from income generated from sale of services. Funding that was allocated to CILT/ITSS for 2006-2007 ($256,226 salary and $62,188 operating) was used to maintain ongoing services; classrooms, faculty workshops, graphics, and Blackboard. Special projects included; upgrading the faculty workshop lab with new computers and software, training staff through conferences and other professional development, upgrading staff desktops and department servers, and adding social software tools into Blackboard. Classroom funding from STF to CILT/ITSS and special STF projects for other departments provided for new installations in 4 classrooms and upgrades in 10 classrooms. ITSS has facilities in the basement of the Carnegie Library (Telecommunications/ITSS), Robertson-Sayre Hall first floor and second floor (Center for Instructional and Learning Technology/ITSS), and Upson II, 366, 371 and 361 and the basement of Upson II (ITSS main offices). The distribution of staff over 3 buildings and several floors contributes to communication and collaboration challenges resulting in reduced efficiency and on occasion outages or missed opportunities. A large secured ITSS machine room is located in the basement of Upson II. This machine room houses server and network equipment strategic to UND and NDUS networks. Air conditioning was upgraded in FY 2007. The UND campus network is connected with a gigabit (1000 Mbps) link to the state wide-area-network (STAGEnet), the commodity Internet, and Internet2 over two physically diverse fiber paths. Network equipment and configurations on these links support redundancy and automatic recovery in the event of a failure. The UND backbone network provides gigabit (1000 Mbps) capability and redundancy within the campus core and gigabit or 100 Mbps links to campus buildings. Redundant gigabit links exist from the campus gateway routers to core switches at Aerospace. The network centers in Merrifield Hall and Upson II are secure and access controlled environments, protected with uninterruptible, and generated electrical power backup. ITSS manages and supports ~4,000 residence hall connections at 10/100 Mbps. Data Subscriber Link (DSL) supports up to 768 high-speed connections in UND campus apartments. UND’s Avaya S8700 telephone switch currently has 7,236 stations in use for students, faculty and staff. It provides on-campus telephone connectivity and off campus long distance dialing. The campus telephone switch, located in Merrifield Hall, is also protected with uninterruptible and generated electrical power backup. Modular Messaging voice mail system provides 3,566 voice mailboxes for campus customers. UND shares a state contract along with NDUS, State Government and State Agencies to provide cellular phone services for administration and staff that require mobile communication. The contract provides the coverage area and features needed by most users. NDUS, State Government and Agencies also share a state contract for intrastate, interstate and international long distance services to obtain the lowest per minute rates possible. 5. Evaluation Assessment of Accomplishments of YOUR Strategic Goal: Optimize the use of information technology to improve student learning, research and the administration of the University and of the North Dakota University System. Goal 1. Align IT service and support with the business requirements of UND and NDUS. • ITSS staff offered 106 workshops to the University Community in the 2007 fiscal year with 754 participants. • ITSS staff processed 1,680 tests and evaluations for the campus in the 2007 fiscal year • The 2,901 site license and volume license software licenses were distributed. These software licenses were for products from Microsoft, Adobe, Macromedia, SPSS, SAS, ESRI, Mathematica, and AutoCAD. 7
  8. 8. • ITSS provides select Microsoft products for students, staff, and faculty to purchase at a savings of 50 percent of retail. • ITSS staff provided workshops for 348 faculty and 54 students. • In Blackboard, 689 course sites were created for 10,022 students and 389 Instructors and 696 course sites were created for 9,237 students and 404 instructors, during fall and spring semesters respectively. • 126 Teaching Station/Podium training sessions were completed. • Summer Teaching with Technology workshop offered to 12 faculty in collaboration with OID. Goal 2. High quality IT services provided by high quality work force. • Over the last year, the UND Help Desk received 12,715 calls placed to 777-2222 and 12,518 to the NDUS 800 service. The UND Help Desk also entered 16,716 customer support requests (includes HECN calls). All three show a significant reduction in large part due to completion of PeopleSoft implementation. • ITSS managed Student Technology Assistant (STA) Program provided student computer lab assistants in 6 academic departments with funding from the CIO Office. • 3.5 desktop FTE staff resolved over 1,100 desktop services requests Desktop tickets in the past fiscal year, also a reduction for the same number of staff. • The ITSS computer labs provided services to 224,921 patrons last year. • 947 telecommunications repair orders and 1083 telecommunications service orders were completed. • ITSS provided 20,299 campus e-mail accounts for students, faculty, and staff (a 5% increase over last year): 18,311 U-Mail accounts and 1,988 GroupWise accounts. • There are 576 accounts on the general campus webserver (www.und.edu) and 251 accounts on the student web server (uweb.und.nodak.edu). • 334 audio/video requests were completed. • 952 classroom equipment requests and 363 classroom work orders were completed. Goal 3. Improve IT infrastructure for currency, efficiency, effectiveness and reliability. • Expanded campus core network infrastructure and services to support additional 802.11 wireless network coverage areas. • Upgraded network management systems and services for greater bandwidth and new services. • NetEnforcer and Infoblox DNSOne tools continue to help prioritize network traffic and provide Internet name management, respectively. • There are over 1,000 hosts with gigabit connections to the campus network. The number of 100 Mbps ports available in campus offices and classrooms increased from ~14,500 to ~15,000. • Northern Tier Network Consortium-North Dakota received DoD and ND legislative funding for a 10 Gigabit network crossing ND east/west and north/south. Agreements for fiber acquisition, equipment and operations are in process. • ITSS UND funded server administrators manage 114 UND servers (for central and department services) and administers 80 nodes in the Research Cluster, an increase over last year. • ITSS NDUS funded server administrators manage 112 servers for ConnectND, HECN, and ODIN systems. Goal 4. Improve IT security for compliance with national, state, NDUS and campus law and policy. • Cisco Clean Access (CCA), was expanded to authenticate users and check for up-to-date anti- virus software and operating system patches and now covers residence halls and campus 8
  9. 9. apartments, wireless coverage areas (supported by ITSS), open network outlets in the Chester Fritz Library and the Memorial Union, and DSL users in campus apartments. • Central firewall services were added for Nursing, vending services, electronic door access, point of sale, digital signage, CILT classrooms, and all ITSS supported wireless installations. An Upson II internal secure network was created and is in use. • IT Security policies on Student Acceptable Use of IT Resources and Incident Response were created and approved. An SMTP (Simple Mail Transport Protocol) Security guideline was created and approved. Subject Matter Expert Groups have been assembled to develop additional policies, guidelines and procedures. • Various IT security awareness activities were conducted on campus to promote personal responsibility and community partnerships for securing data including a Cyber Security Awareness Day attended by approximately 150 faculty, staff, and students. • U2 seminars on Data Protection and Privacy and Safe Online Practices were conducted for faculty and staff. • The first phase of IT Security Risk Assessment, identifying and documenting the information and systems critical to UND’s operation, identify threats, and vulnerabilities, were completed. Administrators are asked to develop and implement plans to minimize the risk to these systems. • An IT Security website is kept up-to-date to share security software, policies, initiatives, and alerts with the UND community. ITSS UND Challenges: • Shortages of talented and well-trained IT staff. • Co-locating all ITSS staff in one building would help gain efficiencies and increase synergy among staff. • Some colleges lack sufficient dedicated IT support staff causing greater dependency on a small central IT staff and making it difficult for faculty to integrate technology in their classroom and research. • Students and faculty are concerned about the number of logins and passwords they must manage. • Telephone service model is changing with greater cellular phone ownership, and increased use of wireless and WiFi for communications. • Plans and funds are needed to respond to expectation that network demands will grow by 50 to 60 percent each year. • Students are requesting wireless access throughout campus requiring funds for secure and managed wireless network access. • Requirement to authenticate all campus network users. Planned activities for 2008: ITSS for UND • Evaluate student use of telephone service and plan accordingly. • Work within NDUS for VoIP expansion planning and expand VoIP testing and evaluation. • Update the long range network plan and implement portions of existing plan for a) expanded, secure and managed wireless equipment, b) expanded network user authentication and network access controls, and c) add network capacity and speed in reliable and robust manner. • Implement Northern Tier Network Consortium-North Dakota segments. • Complete Identity Management infrastructure implementation. • Make network file storage available to departments on campus by increasing the storage capacity of the EMC. • Complete implementation of new production MYSQL database server. • Install and implement LANDesk for end user support. 9
  10. 10. • Add web-based interface to access voice mail. • Create another computer training room in the ITSS-Telecom area. • Upgrade current Avaya S8700 telephone switch to version 4.0. • Automated provisioning and de-provisioning of students in BlackBoard. • Investigate and consider plan for addition of Blackboard Content including appropriate funding. • Participate in campus-wide e-mail review and planning. • Identify and implement hardware upgrades needed to sustain systems. 10
  11. 11. ITSS for NDUS • Work with NDUS CIO and ConnectND Executive Director to implement the “Ten Recommendations to Improve ConnectND” as funded by the State Legislature with special ITSS emphasis on the Student Administration PeopleSoft Student Administration upgrade from 8.0 to 9.0, security risk assessment, disaster recovery planning, move to Oracle database, and data warehouse. • Participate with ITD and NDUS in state network planning activities to prepare and meet educational and research WAN needs. • Implement AppWorx Scheduling Software. • Assist ODIN improvements through system and database changes and system software updates. ITSS Accomplishments: ITSS for UND • Completed upgrade to GroupWise 7.02. • Installed new SPAM appliance for the campus (ProofPoint) reducing personal mailbox SPAM to a mere fraction compared pre-appliance SPAM. • Completed specification for an Identity Management Solution for UND. • DNS services expanded to provide an integrated view between public and secure private networks. • Implemented user authentication and firewall security services on the campus DSL network for campus apartments. • Replaced 50 computers in ITSS computer labs. • ITSS created and filled an additional position in network services, funded one-half by UND and one-half by NDUS. • Bandwidth capacity from the UND campus network to off-campus networks (STAGEnet, Internet1 and Internet2) increased from 155 megabits per second (Mbps) to one gigabit per second (1000 Mbps) during FY 2007. • Installed wireless controllers in network core and wireless network management system for seamless movement from access point to access point. • Wireless coverage was expanded in some buildings including Twamley, Montgomery, Upson II, and Starcher and coverage was added at Abbott, Armory, Barnes and Noble, Merrifield, Nursing, and Witmer. Forty-nine 49 buildings on campus have some ITSS supported wireless networking. • Virtual private networking services were added between Trinity Hospital and UND Medical Education Center in Minot for secure information transfer between sites. • Upgraded main campus BlackBoard to most current version. • New Social Software tools integrated into main campus Blackboard – Podcasts, Wikis, and Blogs. • Classroom technology upgrades in Witmer 114 and 116, Merrifield 209, Education 2, 210 and 203, Gillette 303, HFAC 102/202, Abbott 101 and Law 211. • New technology classrooms setup in Merrifield 114, Merrifield 116 and Hyslop 370. • Completion of Classroom database allowing faculty to know technology available in each classroom. • Northern Tier Network Consortium-North Dakota funding acquired, implementation in process. ITSS for NDUS • Over the last year, the ITSS Help Desk handled 12,518 of the 21,665 calls to the NDUS toll free number. NDSU handled the remainder of the calls which were for problems with ConnectND Finance, HR, Student Administration, student portal and with ConnectND Ancillary systems for Parking, Facilities and Housing. • Completed ConnectND Student Administration Tools upgrade. 11
  12. 12. • Applied 7 Student Admin/Tax bundles plus subsequent fixes to the ConnectND Student Admin application. • Tuned the ConnectND Student Administration system to improve overall performance in conjunction with campus users, vendors, NDUS, and HECN staff. • Performed an average of 27 project migrations/tech requests per week a high of 59 requests on the Student Administration application. • In conjunction with HECN staff applied several fixes and builds to SQL Server database. • Worked with ODIN and UND staff to install a new database server for Production ODIN application, applied upgrades to the Oracle database, and tested cloning database to a new server. Other Assessment and Evaluation Activities: While ITSS recognizes the need for objective assessment of services and satisfaction, no activities have occurred in this area due to lack of staff time and budget. ITSS reviews problem report trends and reported complaints as an indication of required changes and satisfaction. Evaluation of University Strategic Initiatives and Planning Priority Action F: Optimize the use of information technology to improve student learning, research, and the administration of the University. ITSS/CIO report on 2006-07 activities in support of this action item: • Conduct a campus IT security assessment for critical information systems and develop and implement plans to minimize threats and vulnerabilities. (F, Goal 1, #7) – with UITC. Achieved and ongoing: IT security assessments were conducted for thirteen critical information systems and four server rooms; plans to minimize the vulnerabilities of each system were made. IT security assessments for the remaining identified critical systems will be conducted in FY08. • Complete network security assessment and develop and implement plans to minimize threats and vulnerabilities. (F, Goal 2, #1) – with UITC. Achieved and ongoing: Network security assessments were conducted for a critical network infrastructure system and an authentication system; plans were developed to minimize the vulnerabilities of each system and network firewall services, user authentication and network access controls were expanded. • Sponsor annual regional conference on information technology applications. (F, Goal 5, #1) – with UITC. On-going: The Beyond Boundaries Conference is in its 6th year with over 250 faculty, colleagues and leaders in higher education and K-12 from the upper Midwest and Canada attending. • Develop a plan to connect the television infrastructure of the TV Center, ASN, and RWIC to the Alerus Center via a fiber connection. (F, Goal 2, #6) – with UITC. Not achieved and on-going: Committee is evaluating options and costs as part of planning process. Current technology working past April 2007 anticipated end. • Implement approved policies, standards, and practices and publicize and communicate the requirements of the Copyright Law and the Digital Millennium Copyright Act. (F, Goal 1, #3) – with UITC. Not achieved and on-going: A Copyright/Digital Millennium Copyright Act (DMCA) policy group is developing campus policies, procedures, and practices as it relates to Copyright Law and the DMCA to be publicized and communicated when approved. • Implement a “portal project” with Campus Enterprise Application Integration identifying and prioritizing core content to be accessed through a campus information system. (F, Goal 1, #4) – with UITC. Not achieved and on-going. Further action on a campus portal will follow the Identity Management 12
  13. 13. project and implementation effort underway for completion in FY 2008. Work with state and regional partners for planning and funding high bandwidth network access. (F, Goal 2, #5) – with UITC. Achieved: UND and NDSU acquired DoD and ND Legislative funds to build ND segments of the Northern Tier Network between Manitoba and South Dakota borders and from the border of Montana to Minneapolis with implementation planned for completion in FY 2008. • Establish an “information technology support sub-council” of the UITC consisting of all University IT support managers to enhance communication and coordination of IT support campus wide. (F, Goal 3, #2) – with UITC. Achieved and Ongoing: IT Managers met during the 2007 FY covering areas such as best practices to disseminate IT knowledge to departments and clients, stimulate consideration of new technologies and encourage more technology integration in the areas of teaching, learning, research, and service. • Establish mechanism for assessing minimal computer literacy skills needed for incoming students and provide remedial programming as necessary. (A, Goal 1, #12) – with Provost. Achieved in part: Implemented askit.und.edu for student self evaluation and remediation in FY ’07. Any additional assessment will be left to departments for specific literacy skills required for programs. For 2007-08, in support of the use of Information Technology at UND, ITSS will: • Continue Security Assessment phases. • Participate in campus-wide e-mail review and planning. • Implement campus Identity Management solution and participate with NDUS identifier repository. • Review and develop plan to meet accessible and increased storage requirements for research and learning. • Implement Northern Tier Network Consortium-North Dakota segments. • Participate in developing overall information technology/cyber-infrastructure plan for campus. 13

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