ITIL training Simulation 24 classes, 214 staff; ITSM Specialist 17 classes, 169 staff; SD 1 class 20 staff; Problem Coordinator 3 classes, 34 staff
Validation & Usability: Forefront, Security Essentials, Blackboard, Accounts, Remedy, Lync)
13,620 incidents resolved total incidents overall 34,143
It department meeting presentation slides
IT MEETING 5/31/2012IT for HigherEducation
Why are we here today???2 Celebrate IT’s many achievements over the past year Look to the future; what’s on the horizon for this next year
Agenda3 Introductions Joanna Young Organizational Achievements IT Security: Petr Brym Client Services: Diane Byron Project Management: Paul DeMello Enterprise Computing: Bill Hall Break Organizational Achievements (Continued) Strategic Technology: Scott Valcourt Academic Technology: Terri Winters Finance & Planning: Deb Bronson Future Plans Joanna Young Break Out Session Paul et All Non Academic Unit Program Review How does IT measure effectiveness and prove efficiency
Introductions4 Guests: Mary Eisenhauer, UNH HR Patrick Messer, Director, Research Computing Sean Embree, IT Manager, UNHM
IT SECURITY PETR BRYM FY 12IT for HigherEducation
IT Security Successes6 Over 1,000 Identity Finder Clients Active IT Security Incident Training Completed IT Security Incident Response Plan Published University Identifier Policy Approved Info Security Resources On-Line in Blackboard Vendor Security Questionnaire Operationalized New Employee Information Security Training Successful SEED and Imprivata Programs
Shared And New Info Sec7 Initiatives Accelerated Manual AD Password Enforcement Automated Enforcement of AD & Banner Passwords Standardized Security Camera Rollout Documented Security Program HIPAA Training, Assessment Tool and Policies Campus-wide PCI Assessment And Compliance Symantec PGP Rollout Just In Time Phishing Training
CLIENT SERVICES ACCOMPLISHMENTS DIANE BYRON FY12IT for HigherEducation
Client Services Accomplishments9 Computer Repair & Desktop Support, Accounts & Remedy, Service Desk, Communications Across All Teams: UNH IT ITIL & ITSM Project Champions Remedy 7.x Development, Usability & Implementation ITIL Foundation Certifications – 9 staff UNH IT ITIL Training – 45 classes, 437 seats Team Dynamics Operational Projects
Computer Repair & Desktop10 Support New Service: Apple iOS Direct Service Program Apple Certifications Virtualization of Imaging Servers Specialized Desktop Imaging: Dining Integration of Separate Teams into One Increased Service Level Agreements Hardware & Software Guide Coordination Team
Accounts & Remedy11 Remedy 7.X Upgrade Go Live Crystal Server/Reporting ITSM Reports Configuration & Release Management Program Client Accounts Request System Upgrade Computer Account Management Tool Upgrades Customer Facing Support Webforms Bomgar Upgrade
Service Desk12 Expansion of Cross-Functional Validation & Usability Testing VoIP for Business Continuity & Curtailed Operations Banner Password Resets at Service Desk – Real time Problem Management Best Practices Workflow Documentation & Training ITSM SOP’s for Service Desk Group Coordinator, Service Desk Incident Process
Communications13 Hardware & Software Guide Roll Out ITSM Website (newsletter, knowledge base, updates) Customer Facing Interfaces: live@edu, SharePoint BMC Service Desk User & Governance Group UCM Social Media Committee Membership University Day FourSquare Day Open Houses, June Orientation Resource Fairs, Benefits Fair
Client Services Facts for FY1214 YTD Service Desk call statistics: Area Inboun Calls Taken Abandoned Service % d Calls Calls Service Desk 24,394 21,756 2,638 89% Directory 11,398 9,895 1,503 87% Assistance Total Service Desk Group Incidents: 16,916 First Level Call Resolution: 81% Computer Repair Services Completed: 1,964 Total Desktop Support SLA’s: 41 serving 1000+ clients Total Number of UNH IT Accounts Managed: 430,000
PMO HIGHLIGHTS FY 12 GEORGE COOKMAN DAGMAR VLAHOS AMY DUBE LESLEY DE LA CERDA PAUL DEMELLO DAVID HESTERIT for HigherEducation
PMO Accomplishments17 TeamDynamix Go Live 9/7 Conducted over 35 Demos and Training sessions Established TeamDynamix Users Group Quarterly Meetings Project Management Lunch and Learns Every other month IT & Beyond TeamDynamix pilot programs FAMIS, Advancement, RCI
PMO Accomplishments18 Navitas First six students bridging over to UNH IdM Phase I complete Phase II underway Advancement Phonathon E-Commerce Phase I Selected TouchNet Out reach… Presented at: NERCOMP (co presented ) IT Resource Allocation AOP (Administrative Office Professionals) Seven questions every accidental Project Team manager needs to ask
PMO In Flight and Futures19 Advancement-On Line Learning IdM Phase ll International Travel Registry Paperless Advising Ecommerce Phase ll Implementation FAMIS Phase ll Key Control Utilities Management TeamDynamix Phase ll 8x upgrade, Intake Process, Rollout to business and USNH entities Process Reengineering Student Billing, Enrollment, Sponsored Programs
ENTERPRISE COMPUTING GROUP BILL HALL FY12IT for HigherEducation
TELECOM PBX **SCOTT JARVIS TOP 3 ACCOMPLISHMENTSIT for HigherEducation
PBX Upgrade From CM5.2.1 to CM6.022 Newer, faster servers. Virtualized platform. Inter-gateway voice traffic moved from a proprietary, fiber-based star topology to the IP network. Complete PBX network redesign. Services consolidated and licenses right- sized.
Initial Deployment of Avaya’s Latest Generation of IP Phones23 96x1 phones will replace existing IP stations. Will be the phone endpoints used where there is limited access to traditional phones or transmission lines. IP phones will be engineered into capital construction projects as a means of cutting cost on structured cabling while providing a more feature-rich product.
Avaya Maintenance Contract24 Expensive hardware replacement fees deferred by proactively re-signing contract before Avaya’s maintenance changes took place.
TECHOPS **JOHN O’ROURKE DAVE ALLEN MIKE BRANNEN CHRIS ROBINSON MIKE FAUCHER TOP 3 ACCOMPLISHMENTSIT for HigherEducation
Parsons Hall/122 Mast Rd./Dunlap Myers Renovation & Department Moves26 Parsons: Installed copper/fiber cabling systems, related hardware, and network edge devices. Other project work influenced the start date. Project completion date met by working extended hour. Moved Chemistry Department tel/data service from “jump” and “swing” spaces into newly renovated West Wing. 122 Mast Road: Installed copper/fiber cabling systems, related hardware, and network edge devices. Moved Marine Programs tel/data services from Kingmans Farm to 122 Mast Road.
Parsons Hall/122 Mast Rd./Dunlap Myers Renovation & Department Moves27 Dunlap/Myers: Preliminary USNH tel/data services moves and cabling installation. Moved Financial Affairs Department.
Paul College of Business Economics (PCBE) Site Work28 Cutover copper/fiber infrastructure that provides voice and data services to the Presidents House, Health Services, and Wolf House.
Dimond Library29 Level 3 Telecom room retrofit and upgrade from cat.5 to cat.6 horizontal copper cabling system. Installed approximately 120 cat.6 information outlets and 17 wireless access points as part of DLL3 project to enhance wired/wireless network connectivity. Installed cabling to 56 locations to support the Library Ubiquitous WiFi project.
TELECOM COMPUTER OPERATIONS **TRENT CAVICCHI KAYE JAUS MARCUS DEL GRECOIT for HigherEducation
Pinnacle Upgrade From v5 to v631 Involved moving off Solaris to Linux. Retired several servers. Upgraded Oracle 10g to 11g. End user training has been successful.
Release of New On-Line Department Directory32 Directory editors are now able to manage their own department entries on the page.
Telecom Web Form Implementation33 Moving processes to web forms which populate Remedy tickets. Consistent data collection.
WORK ORDER WRITERS (WOW) **TINA SBRIZZA NORMAN FIZZ MICHELLE MCKONE ANGELA ENGEL TOP 3 ACCOMPLISHMENTSIT for HigherEducation
Training Pinnacle v6 Billing Software35 Navigation and operations training: Minimal interruptions to customers. Team completed a wide range of navigation and operations training. Software web based.
Telecom Web Access Forms36 Goals: Reduce the number of e-mail interactions needed for Telecom requests. Web access forms: Complete: Mobile phone add/change/disconnect. Complete: Voice and data service addition/changes. In Progress: Telecom authorization code request. Used for both personal and business use. In Progress: Request the conference bridge. Used to reserve the conference bridge.
Telecom Web Access Forms37 Web access forms: Planned: Request for estimate. Goal is to also meet the needs of CAMPUS community and outside contractors. Planned: Request for administrative changes. To include directory listing and name changes/department changes/encumbrance and billing inquires. Planned: Voice mail. Reviewing the guidelines now to meet the requirements for both the TAM requestor and the individual user.
ITIL Awareness Overview Self- Paced Online Course38 Team will complete the ITIL Awareness Overview Self-Paced Online’ course within the next month. Looking into the ITIL certification as time permits.
PRODUCTION TEAM **JEAN KEARNEY KIM BLACK TOP 3 ACCOMPLISHMENTSIT for HigherEducation
New Team Member: Kim Black40 Linda McNeil retired (last day was 1/6/2012). Kim Black now full time and a member of the Production Team Kim will keep all of her previous responsibilities. New responsibilities: Banner SIS production scheduling. Accounts/Security for Banner SAS (including FAMIS), Banner Finance/HR, Workflow, and APPMAN. SunGard web site downloads. ECG web site maintenance. Will probably transition to Pete’s team. Remedy monitoring for security. Banner Finance/HR production monitoring.
IT Password Policy Enforcement41 Project approved by UNH AVP/CIO & VPFA. First phase involved Finance/HR users. Second phase involved Student user groups and is just finishing. The issue: Enforce Banner user password changes on a 6-month cycle. Nino Coletti reviews list and sends communiqué to users. After 20 working days (one calendar month) an updated list is again reviewed. Violations documented using Remedy tickets, in manageable increments. Production Team LOCKS Banner account.
Migration of Accounts Workflow to New Remedy System42 Production Team participation: Accounts Group(Paul Hodgdon, Mike Henninger, Claudette Raymond); Remedy Group (Tom Lamy, Bryan Mullholand, Bill Cassidy); Finance (Julien Lafleur, Alice Samuel); HR (Carol Powers); ECG (Eileen Cooley, Jean Kearney); Student (Kathie Forbes, Carleen Kruczek, Jill Sikora, Karen King). Regular meetings to discussion current workflows, enhancements/improvements, and concerns related to process. Also included are Accounts Workflow for FTS/AppMan/UCR. Consolidation of all current account request forms into one form.
DOCUMENT MANAGEMENT GROUP JESSICA MICHELSEN BOB DORVALIT for HigherEducation
KSC Undergraduate Admissions44 Worked with KSC Admissions operations staff and counselors to re-engineer the admissions process. Applicant processing and review is now paperless. KSC is a Datatel school, so unable to use built-in integration (BDMS) with the student system. Unique challenges included: Creating a stand-alone key reference file. Developing a Workflow-ish process to move applicant files around the office, using ApplicationXtender.
GSC Admissions / Student45 Worked with GSC Admissions, Registrar, and IT staff to implement a paperless admissions process. Developed process to make student / advising documents available through ApplicationXtender, replacing scores of network folders. Trained users from each of the 9 GSC centers. Users in those centers are able to view admissions and student documents to advise students.
Software Upgrade / Patch46 Worked with SADA team and our users to upgrade ApplicationXtender to version 6.5 in all 3 environments (PROD, BPRD, XPRD). Currently patching those 3 environments to address several problems. One important new feature: Upgrade / patch allows us to mask SSNs in ApplicationXtender indexes.
USNH Finance47 Continuing to work with FAST to convert Finance imaging from LibertyNet to ApplicationXtender. In the current phase, all invoices have been migrated to Xtender. UNH and GSC BSCs are expected to have view- access to invoices (through Banner / Xtender) this quarter. PSU and KSC will also be able to view invoices. BSCs will also be given access to enter some of their own financial documentation, including invoices and journal vouchers. Working with FAST to pilot this now.
NETWORK OPERATIONS GROUP MIKE MADDIX SCOTT KITTERMAN DAVID LA VALLEE BRYAN SCOVILL TOBIAS HEATONIT for HigherEducation
NetOps Top 3 (4) Initiatives inFY11-1249 RFP / WiFi in Residence Halls 14 (Christiansen/Williamson – Feb) Residence Halls currently installed with ubiquitous Wireless…All Halls will be wired by August 2012 Infoblox – DNS, DHCP, IP Management and Network Automation that provides Network optimization, compliance and stability Dimond Library – Ubiquitous WiFi – December/January joint effort with Telecom Team to roll out ubiquitous WiFi in Dimond Library API’s to Remedy • Static IP Request • System Snapshot • Steinway (NetOps built tool for Remedy interface that creates, modifies and resolves cases) • Scripts (block/unblock, DMCA, VA) that automatically create, update and resolve cases
Operational Projects - Ongoing50 The Network Operations Team is responsible for the Engineering Design, Build, Maintaining and Consulting of Networking Services at UNH: DNS / DHCP / IP Requests 65,000 IPv4 Addresses Support 1200 VLANS LAN • Campus Ethernet 22,000 Wired Ports • Wireless Networking Network Explosion! • Custom Networks VPN’s • Routers/Firewalls/Switches 400+ Switches in 225+ Closets SEC • IT Security on the Network VPN • Network Registration Intrusion Detection Prevention
ENTERPRISE COLLABORATION & MESSAGING GROUP DAVE BIRD MIKE LALUMIERE TYLER BISSON PETE LARIMER TIM CLARK MANNY MACMILLAN BILL COSTA DONNA MCNAMARA KIRK FRANCIS SALLY NICKERSON TIM HATFIELD PAUL SANDIT for HigherEducation
Top Accomplishments &52 Initiatives Accomplishments Initiatives WildcatsMail Virtual World – Student Aliases Virtual Desktop Email for life Infrastructure Campus Antivirus OCS 2007r2 Mobileapps Site upgrade - LYNC SharePoint NEASC Project
SYSTEM ADMINSTRATION DATABASE ADMINISTRATION DATA CENTER BOB KENNEY GREG GREENE MIKE DESJARDINS ROB BLAIS RENE BOUSQUET JOE POULIN DEIRDRA BALDWIN MARIO MALIZIA BOB RADER ROBIN TUTTLE RANDY CARVER ARIEL SCHMITT MYKE WELCH BILL CAMPBELLIT for HigherEducation
11G Infrastructure Upgrade54 Upgraded more than 60 databases Upgraded every Oracle application server to install a Web Logic based server for major enterprise front-ends such as BANNER Student/Advancement, WEBCAT, BANNER Finance/HR, WISE and FAMIS front-ends, upwards of 30 servers. Decreased overall number of RAC clusters
New Enterprise Application Implementations55 Ad Astra – Room Scheduling Software Synapsis – Immigration Case Management Software Team Dynamix – Project Portfolio Management Software Campus-wide Security Camera Software OS Administration of the Remedy Software
Data Center Sustainability: Phase I56 1. Removal of hardware due to virtualization 2. Establishment of first row with in-row cooling ff 3. Lights out in Operations 3
Data Center Sustainability:57 Phase 2 1. Preparation of second row 2. Preparation for additional condensers
UNH APPLICATIONS TEAM – 2011 TOP 3 ACCOMPLISHMENTS STEVE BAUERMEISTER ANDREA DIBURRO KEVIN DUCHARME MARTY DYER CAROLE FILIAULT MAUREEN JOHNSTON JULIE STEVENS KIM THERRIENIT for HigherEducation
FAMIS goes live and transitions to Enterprise application61 Phase I launched in June 2009, went live 1/24/11, and was a Tier 5 project. Phase I included implementation of 3 Famis modules in a new, enterprise architecture, in a current, vendor- supported application version: Maintenance Management, Space Management, Inventory Management. Selective legacy data was migrated into the new, enterprise application. Self Service Maintenance requests (for campus resident students). 11 interfaces and a handful of stop-gap reports. SSO for Famis forms ECG worked closely with Facilities IT and several business process owners to create and execute a comprehensive go-live plan. Go-live was very smooth thanks to all the hard work!
Helped UNH and GSC meet strategic campus objectives62 Projects supporting UNH goals of sustainability, cost savings, and internationalization: Self Service refund request processing Self Service Financial Clearance – phase II Self Service Financial Aid processing: graduate credit certification, summer loan, summer work-study OISS implementation of Sunapsis application Navitas Admissions Workflow, other misc. Navitas work GSC Self Service Admissions application project supported GSC objectives of automated, streamlined admissions applications processing to support their growth in applications.
Helped UNH Advancement meet strategic objectives63 The Reeher Data Visualization Project supported objectives to increase development officers’ access to performance management metrics, helping them monitor fundraising progress. The long-range goal is to increase the average annual dollars raised per development officer from $250K to $1.25M. The objectives of the Harris Phonathon Project include increased call volume by 40%, along with a corresponding increase of $150,000 in giving during the first year.
SUSAN SULLIVAN MARC BEHAN BARRY GLUNT BOB GOUDREAU GARY MCINTOSH KIRK REMIGNANTI SERGEY VOROTNIKOV USNH FINANCE/HR 2011 ACCOMPLISHMENTSIT for HigherEducation
Banner 8.4/8.5 Upgrade – May65 2011 Upgrade Banner Finance/HR to Banner 8.4/8.5 Upgrade Banner Finance/HR database to Oracle 11g Extensive patches applied as part of upgrade
All Funds Budgeting – July 201166 Primary goal: Develop mechanism to collect and store budget and projections data for all funds for a variety of reporting purposes across all campuses. Challenges: Respond to users’ requirements for collecting projections data under a variety of projection types (Board of Trustee, Campus Monthly, etc.), time dimensions (annually, monthly, weekly, by semester, etc.), number of iterations within a time dimension; and minimize data entry by seeding data under different scenarios. Solution: Developed forms for collecting data and defining data collection rules to allow for flexibility. Developed processes to seed data according to different scenarios.
Apply SQL Mods to Banner Finance/HR via AppMan – November67 2011 Needed to find a method to apply SQL mods to Banner Finance/HR production database with accountability and without logging in interactively. Developed two methods of updates: Simple changes – Appman prompts request basic change statement parameters Complicated changes – Appman job runs SQL script Appman jobs can be run in audit mode before committing Data is backed up before updates occur Audit trail and email notification after job runs
Electronic Invoices – January 201268 Add e-invoicing to Unimarket processes developed by Fin/HR team Developed processes to accept XML documents from Unimarket in standard CXML format for electronic invoices Allowed to process against Purchase Orders done through Unimarket or stand-alone invoices Developed processes with Sungard Community Source in mind Multiple parameters and configuration files set up to allow for flexibility in processing both Purchase Orders and Invoices Refined method of setting up and synchronizing user security. Used Sungard’s Supplemental Data Engine to attach account information to users.
MANAGEMENT REPORTING TEAM - MR JACKIE SNOW JOE FLYNN MICHAEL PARE MIKE ASHCROFT KATHY LEWIS SANGITA RAGHUNATHAN NICOLE COLE BARBARA HOOVER JEN SCULLY RICH DONOVAN JEN LINGEMANIT for HigherEducation
FAMIS Reporting Environment70 Developed a data mart/WebIntelligence reporting solution to meet key FAMIS reporting needs for University Operations & Maintenance and Energy & Campus Development. 30 reports are available to over 50 users within these organizations. Reports provide the capability to report on work orders and service requests, space and rooms, equipment, and employee labor and accounting. The next phase of this effort is to expand reporting capabilities to new areas such as billing, inventory and warehouse, utilities and key control.
Support of University Advancement71 Made significant progress in enabling University Advancement to be more self-sufficient in meeting their reporting and information needs and following good practice in terms of the planning and request process. Effectively trained new Advancement staff in WebI reporting areas & partnered with reporting analyst. Reworked major areas of Advancement reporting, due to new business processes, with no disruption to users or existing reports. Enhanced key reporting areas to meet new needs and department objectives. Reduced number of emergency and last minute requests and managed our response to such requests.
Process Improvements72 Made it a priority to improve processes and increase overall efficiencies during the year: Tuned data mart code to reduce load times. Evaluated long running queries and tuned report performance. Reduced level of manual work in application and database upgrades and increased level of automation. Improved internal report documentation. Held team workshops and training sessions to increase cross-team knowledge and overall skill level.
STRATEGIC TECHNOLOGY BTOP/SBI WAN/CONNECTNH FY12 ACCOMPLISHMENTS SCOTT VALCOURT FY12IT for HigherEducation
Strategic Technology Filed grant proposal to NSF for $500k of planning with RCI and Water Resources Presented at the 2012 North East Cyberinfrastructure Consortium Annual Meeting Sponsored Shibboleth development project in the CS Department for Single Sign On research assets Awarded grant for $86k to test and design a software-defined network (SDN) for UNH and NH deployment with GENI-like high-speed service
BTOP Installed 70 miles of 144 strand fiber between Keene State College and Manchester
BTOP Completed Supply Space Power Primary 21,000+ pole Power Secondary attachment Communication Work Safety Zone 40” Clearance Fire Alarm applicationsCommunic NHOS CLEC – (AT&T, ation BayRing, Segtel) Ran fiber Space 12” Apart CATV – (Comcast, Time Warner) TelCo – (Fairpoint, TDS) connections to 23 out of 34 facilities Clearance to Ground 15.5’ Ft statewide for connection to the fiber network
BTOP Installed dishes and radios at 13 of the 20 mountaintop sites for the public safety MPLS microwave network
SBI Launched 9 Broadband Stakeholder Groups (BSGs) across NH to begin broadband planning Released Business, Municipal, Education and Residential survey tools to determine broadband availability, usage, and training/technical assistance needs Hosted Broadband Community Planning Workshop with Bill Shuffstall from Penn State University for NH Maintained database and interactive web-based maps of broadband availability reported by ISPs and Community Anchor Institutions (CAIs)
SBI Completed grant award project from NH Endowment for Health to rebrand website to support Telehealth services Completed grant award from NTIA PTFP for 7 new systems across NH for distance education and video conferencing Changed GSDLN name to ConnectNH to highlight the “connecting” services available to NH Installed a remote-controlled HDTV studio on campus allowing UNH subject matter experts to participate in national newscasts from Durham Expanded ConnectNH memberships with UNH Law, UNH Manchester and NH EPSCoR Began implementation of 2010 USDA RUS Grant awarded with 6 UNH CE sites upgraded to HD Codecs Awarded part of 2011 USDA RUS Grant for infrastructure expansion with Maine
WAN Connected Keene State College to USNH’s new IBEAM lightwave network at 10Gbits/sec A 20x increase Enables real-time collaboration with KSC and UNH for replication, DR, and Internet. Upgraded fiber backbone Internet service to Boston from 1 Gbits/sec to 3 Gbits/sec. Completed conversion to Fairpoint VantagePoint Ethernet service for 18 USNH and ConnectNH sites, with speed increases up to 7x for most sites. Completed 10Gbit/sec UNH WANCAT/WANSWITCH geo-diverse, redundant border-router/switch matrix.
AT ACCOMPLISHMENTS TERRI WINTERS FY12IT for HigherEducation
85 Mobile Learn Stats: January 2012 – May 2012
Blackboard Upgrade to SP6 & SP786 Successfulupgrade from SP5 to SP7 SP6 new functionality: Interactive Rubrics “Needs Grading” Timed Assessments Enhancement Improvements to student access to files within a course SP7 resolved over 200 known issues
Lecture Capture87 Deployed in fall 2011 ~135 faculty recorded 1,500 hours of lectures for 142 courses 3,300 student had 27,454 views of lectures 92% of faculty respondents rated Tegrity support as Excellent (67%) or Good (25%)
IdM Phase I91 OIM Sandbox installed Connections to AD successfully made UNH Oracle Virtual Directory (OVD) functional after Oracle Upgrade Phase II began April 2012 Major task to resolve identities across all USNH campuses
Dimond Library Level 3 Redesign92 New learning spaces incorporated More group study space Technology on loan from vendors for students to try Moved and improved Printing stations Redeployed Computer Cluster
UNH.edu93 Deployed new Web hosting environment New Web server infrastructure Completed inventory of UNH.edu Managed 587 Web sites 83 Drupal 74 Cold Fusion 287 HTML Completed migration of 51 Drupal Web sites
Instructional Design & Support94 Designed,developed, and taught pilot version of “The Fundamentals of Online Instruction” 17 faculty participated Course will lead to faculty certification to teach online Supported >120 faculty to develop and teach online courses in J-Term & Summer
Faculty Annual Reporting95 Implemented Digital Measures ActivityInsight Used by faculty in every school, college, and Library to enter annual accomplishments Cross-functional team provided Source system integration (MR, USNH Enterprise App Team, IR, SPA, AT) Service Desk (Answer questions; Remedy Form) Training Documentation
Bb Collaborate Pilot96 Replace iLinc Support online, synchronous classroom & meetings Support 2,000 concurrent users
IT FINANCE AND PLANNING DEB BRONSON FY 12IT for HigherEducation
Project Support106 LRTP Projects; IdM FAMIS Redeployment Peter T. Paul Technology Wireless Residential Halls eUNH Budget, RFP, Proposal Review Bb Mobile Learn & Bb Collaborate Pilot BTOP and other new Grants
Project Support107 Dimond Library Wireless Expansion All Funds Budgeting Microsoft Campus Agreements Shopping Cart Technology EPSCoR RII Track 1 Grant Telemedicine in NH Pilot (USDA/RUS Grant NTIA/PTFP Non-Broadcast Grant GSDLN Telehealth Expansion Grant
Improvements109 IT Fall Hire Event IT Vendor Database WAN Billing Process P-Card Initiative IT Purchase and Contract Request Reorganization of BSC Assignments
UNH COMPUTER STORE DEB BRONSON FY 12IT for HigherEducation
UNH Computer Store:111 Operations Over 12,000 transactions at the cash registers in support of the UNH community since July 1 Introduced Adobe Licensing for students, faculty, staff, institution proving significant savings Implemented new online chat: talk to a live store employee online from our website New product offerings such as iPhone cases, universal power adapters, and many green alternatives to current products
UNH Computer Store:112 Marketing Increased Facebook Likes by 900% since July 1 Increased marketing reach by implementing email addresses collected during promotions Participated in Foursquare Day (4/16) with reduced price flash drives for Check-Ins
UNH Computer Store: Events113 Welcome Back events for students & faculty National Student Day (October 6) Customer Appreciation Days Love is in the Air Make March Mac Month Accepted Student Days Orientation Resource Fairs Many more
IT IN THE FUTURE JOANNA YOUNGIT for HigherEducation
Future Technology115 Cloud. Local > Global Virtualization Big Pipes Big Data > Analytics BYOD Mobile Social Business. “If you have to market…..”
The Green116 UNH IT: Making & meeting commitments. Innovation. Customer focus. Internal partnerships. Growing customer base. Cloud. Workforce. UNH: Good indicators on Advancement, Navitas, eUNH, Paul School enrollments, Research, Commercialization. Revenue diversification. PTP Building. AAUP agreement. NH: Business relationships, cyberinfrastructure, “disruptivate” The World: Higher education & research > US economic health
The Yellow117 UNH IT: Demand > Same stuff, different day. Redundancy. UNH: Enrollments stable, but in-state down. Diversification good start, but not fast enough. RCM > Behavior. Workforce management. Bright shiny object syndrome. NH: $1.3B economic impact, but not enough people know or understand. The World: Higher education & research > US economic health.
The Red118 UNH IT: Red? What Red? UNH: No room for price increases. Must contain costs, grow revenue through customer increase & diversification. “The gap.” Operating Margin. NH: State appropriation – 7/93. STEM. The World: Disruption (MOOC et al). Greece. JP Morgan. China & India.
Key Messages119 Thank You. UNH IT is strong. Look around you. UNH is strong. Brand.Quality. Location. Intellectual Capital. Innovation. NH is quirky, but resilient. The World & beyond has UNH everywhere: Land. Sea. Space.
Break Out session Non Academic Unit Program ReviewIT for HigherEducation
Non Academic Unit Program121 Review A Programmatic review of all areas of the University Academic groups have concluded their assessments Responses due by August 31,2012 Why? Driven by President Huddleston & the Budget Task Force, in response to unprecedented state budget cuts Identify areas of opportunity and improvement Structure Mission, Efficiency, Effectiveness… FY 09 - 11
Your Mission122 Each Table Discuss and Document ways to measure / demonstrate; Efficiency & Effectiveness Identify a Scribe Scribe will; capture notes and email to Kathy Gilpatrick for consolidation and review by the Leadership Team. Think… Key Process Indicators How best to represent the health and performance of your group, department, or organization
Your Mission123 Efficiency the extent to which time or effort is well used for the intended task or purpose Quantitative measures of performance Financial data; costs, revenues… what else? Effectiveness the capability of producing a desired result; prepared and available for service. Indicators of Quality and Innovation MTTR, MTBF, etc…what else?