2013 annual report print final - radford
TRANSCRIPT
2 | Division of Information Technology
TABLEOF
Appendix A - Supported Systems
WebCommunications
Technology Assistance Center
Project Management and Audit Compliance
PrintingandVendingServices
IT Infrastructure
Academic Technologies
Contents
184-5
Table of Contents 15-162
DivisionOverview 173
AuxiliaryServices 196
Electronic Engineering and CommunicationServices 20-217-8
Enterprise Systems 229-11
IdentityandAccessManagement12 AppendixB-AlignmentofDivision HighlightswithUniversityStrategic Goals23
InformationSecurity13-14
Division of Information Technology | 3
DIVISION HIGHLIGHTS
DIVISIONoVeRVIeW
OVerVIew
The2012-13DivisionofInformationTechnologyAnnualReportprovidesanoverviewofthemajoraccomplishmentsofthedivisionfromJuly1,2012throughJune30,2013,aswellasgoalsforfiscalyear2014.
MISSION STaTeMeNT
TheDivisionofInformationTechnologyiscommittedtodeliveringastrategicadvantagetoRadfordUniversitybyfosteringcreativeandinnovativeuseoftechnologytoachievetheUniversity’sobjectives.Thedivisionpromoteseffectivestewardshipofinformationassetsandprovidesasecure,highlyreliabletechnologyinfrastructurealongwithhigh-quality,customer-orientedservicesandsupport,soastomeettheever-changingneedsofstudents,facultyandstaff.
SpecIaL awarD aND recOGNITION
MultimediaproducerJaslynGilbertreceivedtheBestofShowawardattheannualUniversityPhotographers’AssociationofAmericasymposiumforaphotoessayoftheuniversity’sWildernessInstitute.ShealsoreceivedanhonorablementionintheFeaturesandIllustrationscategoryandwashonoredfourtimesduring2012-13intheassociation’smonthlymultimediacontest.Meanwhile,DirectorofWebCommunicationsJaimeHuntreceivedtheUPAA’sBoardAppreciationAwardfor“significantimpactontheprofessionofphotographyinservicetohighereducation.”
aUXILIarY SerVIceS reOrGaNIZaTION
InMay2013,arestructuringinitiativemovedRUExpress,ParkingServices,LaundryandVendingServicestotheDivisionofFinanceandAdministration.TelephonebillingandmultifunctioncopiersupportandbillingremainwithintheDivisionofInformationTechnology.
►Digitalsignageinfrastructurewasupgradedwithmorethan 60newLEDlarge-screenmonitorsandnew,Radford Universitybrandedvisualidentity.► Migrationofallofficialuniversitywebsitesintothecontent managementsystemwascompleted,roughlyninemonths aheadofschedule.► Amobilewebsitewasdevelopedthatallowsforallcontent housedinthecontentmanagementsystemtobeviewedina manneroptimizedformobiledevices.► PhaseIIoftheidentityandaccessmanagementprojectwas completedandacontractawardedtomoveforwardtothe nextphaseofthisproject.► Athree-screenimmersivetelepresencesystemwasinstalled, providingastate-of-the-artvideoconferencingfacility.► AnIntrusionPreventionSystem(IPS)wasinstalled,greatly increasingnetworksecuritybykeepingunwantedand potentiallydangeousInternettrafficfromenteringthe university’snetwork.► Enhancedsoftwareforstudent-ownedcomputers, classroomsandlabsneededforresearchandinstruction.
► AnewRUExpressIDcardwasdesignedtoprovideupdated identifyingphotosandincreasedsecurity.► EnhancedRUmobilewithadditionalfeaturesincludingabus trackerwitharrivaltimes.► ConductedareviewofRiskAssessments,DisasterRecovery Plans and Business Impact Analysis to help ensure a secure computingenvironment.► Anewhybridemailsystemwasimplementedincluding on-premiseExchange2010andCloud-basedOffice365.► SuccessfullycompletedanauditwiththeAuditorofPublic Accountswithnofindingsreported.► ContinuedtoenhanceandupgradeITinfrastructureto supportinformationsystemsandservicesinasecure,highly availableandhigh-performingenvironment.► Continuedtodevelopnewfeaturesandfunctionalityinthe BannerERPsystemandotherancillarysystemstoimprove efficienciesandprovideinformationforstrategicdecision making.► Continuedtoupgradeclassroomsandotherlearningspaces withthelatestindigitaltechnology.
4 | Division of Information Technology
MajOr accOMpLISHMeNTS
Desire2Learn (D2L) Workshops, Online Resources and UpgradeAcademicTechnologiescontinuestoplayakeyroleinthetraining,supportandmaintenanceoftheD2Lcampuslearningmanagementsystem.EighteenD2Lworkshopsandapproximately20one-on-oneconsultingsessionswereheldtoassistfacultywithlearningtouseD2L.Aftercarefulplanningandtesting,D2Lwasupgradedfromversion9toversion10inMayof2013.Thisupgraderesultedinanewuserinterface,whichrequiredthedevelopmentofnewonlinetutorialsandseveraldemonstrationsessionstoprovideuserswithinformationonnavigatingandusingtheupgradedsystem.
Implementation of Check-Out LaptopsAcademicTechnologiesimplementedalaptopcheck-outsystemtoaddressdepartmentalrequestsforsecondarylaptopsneededonanoccasionalbasis.Three-year-oldlaptopsreturnedbyfacultymemberswhoreceivednewmachinesarerepurposedascheck-outmachines,thusallowinguserstohavenewermachinesthantheirdepartmentmaybeabletoprovide.Thesystemensuresthatthesecheck-outcomputershaveanup-to-date,consistentimage,whichnotonlyprovidesapositiveuserexperiencebutalsoensuresstabilityandsecurity.Thecheck-outmachinesareintendedforfacultytravelingtoconferencesoroutofthecountryandforadjunctandgraduateassistantuse.
Upgrade to Adobe ConnectInJanuary2013,AcademicTechnologiesworkedcloselywiththeCenterforInnovativeTeachingandLearningandothermembersoftheDivisionofInformationTechnologytoupgradethehighlyusedwebconferencingtool,AdobeConnect.
Virtual Desktop ImplementationAcademicTechnologiescontinuestostrivetoprovideasystemthatwillallowfaculty,staffandstudentstoremotelyaccesssoftwareinasimple,intuitiveandsecuremanner.AnewCitrix-basedVirtualDesktopInfrastructure(VDI)environmenthasbeensetuptomeettheseneeds.TestingiscurrentlyunderwaywithananticipatedfallrolloutforremoteaccesstoSAS,SPSS,MapleandJMP.TheCitrixtechnologyallowsaccessnotonlyfromWindows,butalsofromothersystems,includingOSX,iOSandAndroiddevices.
TestingisalsounderwaytoutilizeCitrixforoff-campusaccesstoInternetNativeBannerprovidingmoresecureremoteaccess,includingtwo-factorauthentication.Inadditiontoenhancedremoteaccess,Citrixisalsobeingconfiguredfor“streaming”computerimagestoreducetheamountoftimerequiredtomanagestudentworkstationsacrosscampus.
Patching of Adobe Flash Player, Adobe Reader, and Java AcademicTechnologiescontinuestoworktoenhancethepatchingofthird-partysoftwareoncampuscomputers.AdobeFlashPlayer,AdobeReader,andJavawereupdatedinallmultimediaandlabmachinesonamonthlybasis.AsofMay2013,63%ofWindows7computershavebeenequippedwithtoolsthatallowremoteinstallationofthelatestsoftwareversions.
ACADEMICteCHnoLoGIesMISSION STaTeMeNT
ThemissionofAcademicTechnologiesistoprovideandsupportahigh-quality,customer-orientedtechnologyenvironmentforfacultyandstudentsthatsupportstheinstructionalandresearchneedsoftheuniversitycommunity.
BY THe NUMBerS
► 91 technology workshops were provided to faculty and staff► 260 faculty and staff computers were upgraded (PC and Macintosh)► 11 computer labs were upgraded (PC and Macintosh)► 23 new faculty were provided with computers
Division of Information Technology | 5
ACADEMICteCHnoLoGIes
COBE Trading RoomWiththeopeningoftheCOBEbuilding,AcademicTechnologiesinstalledstate-of-the-artall-in-onecomputerswithtouch-screencapability. Each computer station allows students to utilize the dualmonitorfunction.AcademicTechnologiesstaffalsoassistedintheinstallationandimplementationofaBloombergterminalthatprovidesstudentsareal-worldexperiencewithmonitoringandanalyzingreal-timefinancialdata.Inaddition,stafftrainedfacultyonhowtousetheNASDAQstocktickerandcustomizeotherfinancialdisplaysinthetradingroom.
Computer Lab UpgradesAcademicComputingupgraded11computerlabsduringthisfiscalyear.Amajorityofthesesystemswerereplacedwithall-in-onetouchscreencomputers,providingsupportforfuturetechnologiesandenhancementsastouchscreenoperatingsystemsbecomemorepervasive.DuringAugust2012,computerswerereplacedinDavis114,Cook124,Cook125,Cook222,Walker225andtheRoanokeHigherEducationCenter. InMay 2013, computerswere replaced inWalker225,Walker221,Peters144,Whitt222andtheHurlburtStudentCenter.
Windows 8 TestingAcademicTechnologiesbegantestingofWindows8.SeveraltouchscreenWindows8machineswerepurchasedtoallowfortestingofcurrentsoftwarepackages,multimediaclassroomequipment,theuniversity’snetworkandotherRU-specifictechnology.
GOALS FOR 2013-14
• ImplementaWindows8pilotprogramanddevelopplansforacampusrolloutofWindows8.• EnhanceremoteaccesstosoftwarethroughuseofVirtualDesktoptechnologies.• Enhancetrainingandsupportoffaculty.• Implementnewprocedures,toolsandtrainingformanagementofmobiledevices.• Researchandimplementastrategyforprintingfrommobiledevices.• ResearchandimplementmoreefficientwaystodeployMacimagesandsoftware.• Reviewlabutilizationstatisticstodeterminetheappropriatestrategyforpubliccomputerlabsoncampus.• Implementanddeployastreamingvideosystemtocapture,storeandstreamvideos.
The staff in Academic Technologies trained faculty on how to use the NASDAQ stock ticker and customize other financial displays
in the trading room.
6 | Division of Information Technology
MajOr accOMpLISHMeNTS
New RU Express ID CardTheRUExpressofficecollaboratedwithseveralareasoncampustoestablishanewIDcarddesignthatbettercomplimentsRadfordUniversitygraphicsandpublications.ThisreplacestheoldIDcarddesignwhichwascreatedaround1990andhasbeeninusesincethattime.Therefresheddesignallowssomeonetoquicklydistinguishbetweenstudents,facultyandstaffwithaquickglanceatthecard.Newidentifyingphotosonallcards,updatedencodingonthebackofthecardstoenhancesecurity,andremovalfromcirculationextremelyoldfacultyandstaffcardsthathadsocialsecuritynumbersprintedonthemareotherbenefitsofthenewcard.
CS Gold UpgradeTheCSGoldsystemthatisusedtomanageallRUExpresstransactionswasupgraded.Thisupgradeprovidedenhancedfeaturesandfunctionalityandincreasedthelevelofsecurityforthiscriticalsystem.
Monthly Telephone Billing EnhancedToprovidecampusdepartmentswithbetterinformationabouttheirmonthlytelephoneexpenses,TelephoneServicesimplementedanewsystemthatincludesadetailedmonthlybillingstatement.Thegoalofthissystemistoprovidedepartmentswithaccurateinformationtomanagedepartmentalphonelinesandtelecommunicationsbudgets.Thisnewsystemautomaticallyemailsabillingstatementtodepartmentsonthefirstdayofeachmonth.
Alarm SystemsAlarmsystemswereaddedtotwonewlocationsoncampustoimprovesafetyandsecurityinthoseareas.TheDisabilityResourceOfficeandtheStudentCounselingCenterwereequippedwithstate-of-the-artalarmsystemsthatreportdirectly to theUniversityPoliceDepartment.TheStudentHealthCenter’soldalarmsystemwasalsoupgradedtothesametechnologywithadditionalfeaturestomaintaintheauditrequirementforthepharmacy.
AUXILIARYseRVICesMISSION STaTeMeNT
ThemissionofAuxiliaryServicesistoprovideessentialbusinessservicesandsupporttotheRadfordUniversitycommunityinordertoassistinaccomplishingthecoremissionofeducation.Ourgoalistoprovidethehighestqualitycustomerserviceandrespondtotheever-changinganduniquedemandsofatop-tierinstitutionofhighereducationthroughtheuseoftechnologyinthespecificareasofidentificationcardservices,parkingservicesandtelephonemanagement.
GOALS FOR 2013-14
NOTE:WiththetransitionofAuxiliaryServicestoFinanceinAdministrationintheMay2013,thesegoalsonlyreflectthoseareasthatwillremainwithintheDivisionofInformationTechnology.
• Implementanautomatedattendantforcustomerscontactingtheuniversityswitchboard.• Updatethebillingprocessformultifunctioncopiers.
BY THe NUMBerS
► 1,255 faculty/staff ID cards were replaced. ► 4,347 parking permits were issued
The new ID card design better compliments Radford University
graphics and publications and replaced the old design which was created around
1990.
Division of Information Technology | 7
ELECTRONIC ENGINEERING &CoMMUnICAtIon seRVICesMISSION STaTeMeNT
ThemissionofElectronicEngineeringandCommunicationServices(EECS)istoprovideup-to-dateengineeringandtechnicalsupportforelectronicclassrooms,thecabletelevisionsystem,theWVRUradiostation,satellitedownlinkfacilities,distanceeducation,digitalsignage,electronicrepairandvideostreamingservices.
MajOr accOMpLISHMeNTS
New Audio/Video Support ModelManyuniversityfacilitieswereupdatedin2012-13toprovidehigh-qualityaudioandvideosystems.Withthehiringofamanagerofaudio/videosupport,on-sitetechnicalsupportforthesevenuesbecametheresponsibilityofEECS.
TelepresenceAstate-of-the-artthree-screenimmersivetelepresencesystemwasinstalledoncampus.Thissystemallowsforconnectivitybetweensitesprovidingahigh-qualityteleconferencecomparabletothatofalivemeetingwitheveryoneinthesameroom.Inaddition,RUhasaddedaHDvideobridge,whichwillhelpprovideforhighqualityvideoconferencingandmakeparticipantsfeelevenmoreconnected.Othertelepresencevideoconferencingsystems,includingpersonaldesk-mountedofficeunits,willfurtherenhancethevideocallingsystem.
Digital Radio StudiosThecampusradiostation(WVRU)wasupgradedtoastate-of-the-artdigitalstudio,permittingbettersound,improvedcontrolsystemsandhigh-qualityaudiotolisteners.Further,studentsoperatingthesystemwillgainvaluableexperienceusingthisprofessionalequipment.
New Communication Science and Disorders (COSD) Video SystemAnewvideoobservationsystemhasbeeninstalledintheCOSDprogramtoallowstudentsandfacultytomonitorclients.Thisall-digitalsystemreplacesa13-year-oldanalogsystem.Thesystemwillrecordaudio,video,allowfullcameracontrol,andprovideadatabaseforarchivingsessions.ThisupgradewillassistCOSDinmeetingacademicprogramrequirements,provideabetterclinicalexperienceforstudentsandaddressHIPAArequirements.
Covington Hall Technology UpgradesAmajorupgradetovideoandsoundsystemsintheCovingtonPerformanceHall was completed. The project included the addition of high-definitioncameras, anHD video switchboard, a high-quality data projector, a videostreamingdevice,aretractablemicrophoneandstate-of-the-artspeakers.
RU Board Room UpgradesTheBoardRoominMartinHallwasupgradedwitha90-inchmonitor,wirelessmicrophones,Crestroncontrols,avoicerecorderandnewspeakers.
Doctor of Physical Therapy (DPT) Learning FacilitiesTheDoctorof Physical Therapyprogrambased inRoanoke receivedeightnewelectroniclearningfacilitiesconstructedontheeighthfloorofCarilionRoanokeCommunityHospital.
The state-of-the-art three-screen immersive telepresence system.
BY THe NUMBerS
► Provided AV support for 86 events► Provided AV support for 8 basketball home games► 17 classrooms were completely upgraded► 12 classrooms were partially upgraded► More than 200 pieces of electronic equipment were repaired
8 | Division of Information Technology
ELECTRONIC ENGINEERING &CoMMUnICAtIon seRVICesDigital Signage Infrastructure The infrastructure for digital signage was upgraded andmorethan60newLEDlarge-screenmonitorswereinstalledaround campus, bringing the total number of digital signs tomorethan80.Thissignageisusedtoprovidetargetedinformationandinstitutionalmessaging,aswellastodisplayemergencymessageswhenneeded.Additionally,anew systemallowing several areason campus tomanagethecontentonselecteddigitalsignswasputintoplace.
New Campus Cable TV ChannelsAnewhigh-definitionRUcabletelevisionchannelwasadded to provide an improved picture for digital signageovertheRUcablenetwork.ThisnewHDchannelwillfeedmanylocationsoncampus.Asecondhigh-definitionchannelwasaddedtoprovideanHDoutletforstudent-selectedmoviesonRUcablenetwork.
Classroom/Conference Room UpgradesAnewclassroommonitoringapplication(CrestronFusion)wasinstalledtomonitorstatusandusageformostcampuselectronicclassrooms.TenclassroomupgradesfeaturingthelatestelectroniclearningspacedesignwerecompletedontheRUcampusandtheRoanokeHigherEducationCenter.AnewlydesignedconferenceroominMartinHallfeaturingsomeofthelatestpresentationelectronicsavailableandanewProcurementandContractsconferenceroomAVinstallationwerealsocompleted.
Expanded TV ServicesToaccommodaterequestsfromfacultywhowantedtotrackcurrenteventsandmarkettrendsforclassroomdiscussion,aTVoverIP(TVoIP)systemwasimplementedtoallowCNNandCNBCtobeviewedfromanycomputerconnectedtothecampusnetworkthroughawiredconnection.
GOALS FOR 2013-14
• Continuetoprovidetechnologicallyadvancedclassroomsforinstruction.• Streamlinevideocommunicationstoallowusebymorebusinessandteachingapplications.• Negotiateanewcabletelevisioncontractandplanfortheconversionofthecabletelevisionsystemtoanall-digitalmodulation system.• Expandavenuesforelectronicdigitalsignagedistributiononcampus.• DevelopprogramsattheWVRUradiostationaimedatenhancingstudentinvolvementandacademicpurpose.
Digital signage received major upgrades in 2012-13.
Division of Information Technology | 9
ENTERPRISEsYsteMs
MISSION STaTeMeNT
ThemissionofEnterpriseSystemsistoprovidesystemsanalysis,design,programming,andimplementationservicessupportinguniversityadministrativesystemsincludingtheBannerERPsystem,OperationalDataStore(ODS),reportingenvironment,MyRUportal,radford.edu,RUmobileandothersystemsusedtoconductandmanageuniversitybusiness.Thisincludes:• Activelypartneringwithourcustomerstoevaluateandrecommendbusinessserviceswhereadditionalautomationincreases efficienciesforsystemusers;• Planningandimplementingfullyintegratedadministrativesystems;• Providinguniversityemployeesaccesstotransactionalandhistoricaldataforoperationalandstrategicplanningpurposes;and• Engagingtheuniversitycommunitytodevelopandenhancetheportal,Webandmobiletechnologies.
MajOr accOMpLISHMeNTS
Radford.edu Goes MobileTheSystemsIntegrationandWebServicesteamworkedwithWebCommunicationstoimplementmobilefeaturesfortheradford.edusitethatallowsforallcontenthousedinthecontentmanagementsystemtobeviewedinamanneroptimizedformobiledevices.
Business Process Analysis SessionsTheApplicationsDevelopmentTeam,incollaborationwithProjectManagementandmanycampusdepartments,workedwithconsultantsfromElluciantoreviewbusinessprocessesintheareasofacademicadvisingandfixedassetprocessing.Thereviewsresultedinrecommendationsthatcouldpotentiallybringadditionalefficienciestotheseareas.
New Purchasing ReportingTheDataWarehouseandReportingteamworkedcloselywiththeApplicationsDevelopmentteamtoacquireadditionaleVAdataloadsfromtheCommonwealthofVirginia.ThisdatahasbeenbroughtintotheOperationalDataStoretoenhancereportingfordepartmentswhentrackingpurchasesandmanagingbudgets.
Banner Travel and Expense ImplementationTheApplicationsDevelopmentteamworkedwithFinancialServicestoconfigureandinstalltheTravelandExpenseBannermodule.Thisnewfunctionalitywillbeusedtoautomatethetravelrequest,approvalandreimbursementprocesses.TestingiscurrentlyunderwayandisplannedtolaunchtopilotgroupsduringFiscalYear2014.
MyRU Undergoing TransformationTheMyRUportaliscurrentlyundergoingamajortransformation.TheSystemsIntegrationandWebServicesteamandITInfrastructurehasbeenworkingcollaborativelywithWebCommunicationstopreparetheportaltolaunchinFall2013.
Cognos 10 and ODS 8.4 Modernizes Reporting CapabilitiesTheDataWarehouseandReportingteam,incollaborationwiththeDatabaseAdministrationteam,installed,testedandimplementedversion10oftheCognosBusinessIntelligencetools.Cognos10providesamuchimprovedandintuitiveuserinterfaceforcustomers,allowingenduserstomakesimplechangestoreportdimensionswithoutITassistance.Cognos10alsosupportsiPhone,iPadsandWindowsmobiledevices.TheOperationalDataStore(ODS)isthedatarepositoryusedinconjunctionwiththeCognosReportingSuitefordeliveryofreportsfromtheBannerERP.Amajorupgradewascompletedthatputinplaceanenhancedandrobustarchitecturetosupportamoresecureandfasterloadingsystemforthecampus.
BY THe NUMBerS
► 146 user requested enhancements were completed for the Banner ERP environment► 59 upgrades and 50 patches were implemented for administrative systems► More than 10,000 downloads of the RUmobile app► 90 custom Cognos reports were developed or enhanced for the campus community► 53 hours spent in one-on-one or small group training sessions for Cognos reporting
10 | Division of Information Technology
New Dashboard CapabilitiesTheDataWarehouseandReportingteamunderwentthreeweeksoftrainingandmentorshipwithEllucianforthedevelopmentofCognosdashboards.Duringthesesessionstheteamdevelopedtwoproof-of-conceptdashboards.Aplanisbeingcreatedtobeginworkonmanagementdashboardsinvariousareas.ItisexpectedthatworkwillbegininFY14todevelopdashboardstobeusedbymanagementfordecisionmakingpurposes.
Online Family Education Rights and Privacy Act (FERPA) Release in Self-Service BannerTheApplicationsDevelopmentteam,incollaborationwiththeRegistrar’sOffice,hasdevelopedanonlineFERPArelease.Thereleaseallowsstudentstogivepermissionfortheuniversitytoreleasecertaininformationtoparents,guardiansorotherindividuals.ItisanticipatedthatthiswillbemovedintoproductionintheFallof2013.
Bus Tracking and Predictions TheSystemsIntegrationandWebServicesTeam,incollaborationwithWebCommunicationsandRadfordTransit,launchedamobileWebapplicationfortrackingbuslocationsandpredictingbusarrivals.ThisfunctionalitywasintegratedwithRUmobile.
RUmobile EnhancementRUmobile was enhanced to include a new option for finalgradesandaFlickrphotogallery.ClassSchedule,EventsandDirectoryalsowereenhancedtoincreasefunctionality.Inaddition, theQuestmobilewebsitewas integrated into theapp,providingschedules,mapsandotherpertinentinformationforQuestattendees.
Electronic Personnel Action Forms (ePAF)TheApplicationsDevelopmentteamworkedwithHumanResourcestoautomatemanyofthepaper-boundprocessesrequiredforpersonnelactionsutilizingtheelectronicpersonnelactionforms(ePAF)functionalityinSelfServiceBanner.ePAFsareexpectedtobemovedintoproductionduringfiscalyear2014.
Keeping Current with New Database Architecture and Features Inadditiontokeepingupwithallupgradesandpatchesfortheever-growingnumberofapplicationsanddatabasessupportedbytheDatabaseAdministration(DBA)team,manyolderapplicationanddatabaseserverswereupforreplacementthisyear.TheDBAteamworkedwiththeITInfrastructureteamtoreviewtheexistingarchitectureandmakeplanstomovemanysystemsoffofphysicalserverstotheUniversity’svirtualenvironmentsupportedbyVMware–reducingthenumberofphysicalserverstobemaintained.Inaddition,anewapplicationserverclusterwascreatedforapplicationsrequiringOracleWeblogicinordertocontrollicensingcosts.
New SGA Online Election Application NewsoftwarewasdevelopedbytheWebServicesteamandusedforthefirsttimeinthespring2013SGAElection.Thenewsystemhasacleaner,moremodernuserinterfaceandismobilefriendly.
New Admissions Functionality Developed for Radford.eduTheWebServicesteam,incollaborationwithWebCommunicationsandtheEnrollmentManagementOffice,developedanewimagemapoftheUnitedStateswithlinkstothecounselorsassignedforthatregion,stateorcountyforRadford.edu.Prospectivestudentscanusethisfunctionalitynotonlytofindoutwhoisassignedtoaspecificarea,buttogetashortbioofthecounselor,theirphotoandtheircontactinformation.
ENTERPRISEsYsteMs
The Division of Information Technology partnered with Radford Transit to provide a bus tracking system that provides real-time predictions for bus arrivals.
Division of Information Technology | 11
ENTERPRISEsYsteMs
Additional Banner Enhancements and ImprovementsEnterpriseSystemscontinuedtodevelopandenhancefunctionalityinadministrativesystems.Somehighlightsfromthisyearinclude:• WorkedcloselywiththeofficesoftheRegistrar,ProvostandHumanResourcestofullyimplementtheFacultyLoadand CompensationModuleforthemanagementofadjunctfacultydatainBanner.• EnhancedundergraduatedepositprocesstoallowstudentstoviewdepositstatusnotificationsinSelfServiceBanner(SSB).• DevelopedanimprovedextractfortheHire-A-HighlanderCareerServicessystemtoauto-populatestudentprofilesfromBanner data.• WorkedcloselywiththeRegistrar’sOfficetoimplementapilotoftheStudentEducationPlannerinDegreeWorks.• ImplementedaprocessfortheStudentActivitiesofficetoenterandmaintainGreekLifeactivitiesinformationforstudents.• WorkedcloselywiththeAdmissionsofficetoimplementnewcampaignsintheBannerRelationshipModulethatwillautomate letterandemailnoticesfornewapplicantswithmissingapplicationitemsandprovidenotificationlettersforadmissiondecisions.• DevelopedandimplementedonlinepasswordresetfunctionalityforInternetNativeBannerusers.
GOALS FOR 2013-14
• CompleteimplementationoftheBannerTravelandExpensemodule.• DevelopandexecuteplanfordevelopmentandimplementationofCognosDashboards.• Completeneededupgradestosystemsensuringcontinuedvendorsupportandenhancedfunctionality.• TrainandpreparefortheinstallationandtestingofBanner9.• SelectandimplementareplacementplatformforRUmobile.• ImplementrecommendationsfromAdvisingandFixedAssetsbusinessprocessanalysissessions.• ContinuetoworkwithHumanResourcestoimplementelectronicPAFs.• ContinuetoutilizeBannerworkflowtoenhanceandstreamlinebusinessprocesses.• IncreaseBannerDocumentManagementsystemuse.• ImplementWebclientsforFormFusionandNolijapplications.• BeginimplementationofintegrationbetweentheBannerERPandtheFacilitiesAiMsystem.• LaunchnewportaltechnologyanddesignforMyRU.• Developandbeginimplementationofamobile-optimizedportal.• WorkwiththeRegistrar’sOfficetoimplementonlinegraduationapplications.• WorkwiththeHumanResourcesandPayrollofficestoimplementonlinetimeentryforwageemployees.• CollaboratewiththeAdmissionsandAdvancementofficestoimplementAcademicWorksforscholarshipprocessing.• ImplementtheFSAAtlasapplicationforprocessingandtrackingofinternationalstudents.• IntegrateLyris(alistservapplication)withdatabaseinformationandexpanditsuse.• WorkwithHumanResourcesandtheCollegeofGraduateandProfessionalStudies tobegin theentryofgraduateassistants intoBannerfortracking.• WorkwiththeCommonwealthofVirginiatoimplementtheCOVACardinalproject.• WorkwiththeAdmissions,RetentionandAdvancementofficestoresearchConstituentRelationshipManagementsystems.• WorkwiththeResearchComplianceOfficetoresearchtrackingandcompliancesoftwareanddevelopaproposal.
12 | Division of Information Technology
IDENTITY &ACCess MAnAGeMentMISSION STaTeMeNT
ThemissionofIdentityandAccessManagementatRadfordUniversityistomanageuseraccess,troubleshootaccess-relatedissues,andtomanagetheidentitiesofindividualsandorganizationsassociatedwiththeuniversity.Toaccomplishthis,thefollowingtasksarecarried out:• Workwithuniversitystakeholderstoimplementnewsystems,workflowsandprocessestoimprovethemanagementofaccess andidentitydata• Reviewtheuniversity’scurrentidentityandaccessrelatedprocessesandidentifyareasforimprovement• Troubleshootandresolveaccountmanagementandidentity-relatedissues
MajOr accOMpLISHMeNTS
Selected an Identity and Access Management SolutionAcomprehensiveIdentityandAccessManagementrequestforproposals(RFP)wasdevelopedandissuedduringfiscalyear2013.ThisresultedinathoroughevaluationofseveralIdentityManagementsolutionswithafinalselectionofTridentHEIdentityManagerfromAegisIdentity.Aftersuccessfulcontractnegotiations,thesoftwarelicensewaspurchasedandahigh-levelstatementofworkwasdevelopedforconfigurationandimplementationofthissystem.Adetailedassessmentandimplementationplanwillbedevelopedinearlyfiscalyear2014toplanthenextstepsofthis12-18monthproject.
Implemented an Online Banner Password Reset ToolAnewonlinetoolthatallowsInternetNativeBanneruserstosetinitialpasswordsandresetforgottenpasswordsthroughMyRUwasimplemented.Previously,userswererequiredtocalltheTechnologyAssistanceCenter,submitaticketandwaitforacallbacktoreceiveatemporarypassword.
BY THe NUMBerS
► More than 650 account management-related requests were addressed► More than 450 Banner access requests for new accounts or modifications to current accounts were processed
GOALS FOR 2013-14
CompletePhaseIIIoftheIdentityManagementProject.PhaseIIIincludes:
• ImplementationoftheAegisIdentity“TridentHE”identitymanagementsystem.• Implementanewaccountactivationandclaimingprocess.• Implementanewpasswordresetfunction.• Implementanewaccountrecertificationprocessforusersofsensitivesystems.• Implementanewonlineaccountrequestprocess.
Division of Information Technology | 13
INFORMATIONseCURItY
MISSION STaTeMeNT
ThemissionoftheInformationSecurityOfficeatRadfordUniversityistoprotecttheconfidentiality,integrity,andavailabilityoftheuniversity’scomputersystems,electronicdataandnetworksfromunauthorizedaccess,disclosure,disruption,modification,ordestruction.Toaccomplishthis,theInformationSecurityOfficecarriesoutthefollowingtasks:• Collaboratingwithandadvisingindividualsystemowners,dataowners,systemadministrators,datacustodiansandapplications administratorsastotheirITroleandresponsibilitieswithregardtoinformationsecurity;• MaintainingthecentralnetworkIntrusionPreventionSystem;• Conductingformalandadhocvulnerabilityassessmentsofsystemsandapplications;• WritingITsecurity-basedpolicies,procedures,andstandards;• Offeringannualrole-basedinformationsecuritytraining;• MaintainingtheManagedOngoingAwarenessTools(MOAT)employeeinformationsecurityawarenesstrainingsystem;• ActingastheofficialDigitalMillenniumCopyrightAct(DMCA)agentfortheuniversity;• Conductdisasterrecoveryplantesting;and• LeadingtheComputerEmergencyResponseTeam(CERT)
MajOr accOMpLISHMeNTS
Implemented an Intrusion Prevention SystemAnIntrusionPreventionSystem(IPS)wasinstalled,greatlyincreasingthesecurityofRadfordUniversity’ssystemsbykeepingunwantedandpotentiallydangeroustrafficfromenteringtheuniversity’snetwork.Additionally,itwillkeeptheuniversity’sresourcesmoresecurebyprovidingtheITSecurityOfficewithmoredataaboutpotentialattacksfromhackersorcomputervirusoutbreaks.
Major Review of Risk Assessments, Disaster Recovery Plans, Security Plans, and Business Impact AnalysisInordertofollowbestpracticesandtoassisttheDivisionofInformationTechnologywithkeepingasecurecomputingenvironment,theuniversityalongwithanoutsideconsultingfirmconductedamajorreviewoftheuniversity’sITsysteminventory,BusinessImpactAnalysis,RiskAssessmentsandITDisasterRecoveryPlans.Additionally,anewSystemSecurityPlantemplatewasdesignedandcompletedforoneoftheuniversity’smajorsystems.
Security Awareness MonthRadfordUniversityparticipatedinITSecurityAwarenessMonthduringOctober2012.Toincreaseawarenessaboutonlinesafetyandsecurityissues,theInformationSecurityOfficepartneredwithWebCommunicationstocreatetabletentsfeaturingITsecuritytips.SecuritytipswerealsopostedtoRU’sFacebookpageandTwitterfeedthroughoutthemonthandthreevideoswereproducedhighlightingsecuringelectronicdevices,onlinecredentialsandonlineidentity.
The Information Security Office partnered with Web Communications to produce three videos highlighting securing electronic devices, online credentials and online identity.
14 | Division of Information Technology
INFORMATIONseCURItYVulnerability ScansInadditiontovariousad-hocscans,32vulnerabilityassessmentswereconductedontheuniversity’ssensitivesystemsusingtheRapid7assessmenttool. Incoordinationwiththeuniversity’ssystemownersandsystem administrators, corrective actionwas taken to correct critical andhigh-levelvulnerabilities.
IT Security Awareness TrainingIT securityawareness trainingwas completedby1,269employeesduringthepastyear.Inadditiontotheonlinesecurityawarenesstraining,theInformationSecurityOfficerpresentedITsecuritytopicsandbestpracticesduringnewhireorientationsessions,laptopdeploymentclassesandtostudentsinUniversity100classes.
Updated Security StandardTheISOcompletedupdatestotheuniversity’sITSecurityStandard.Theupdatesweremadetoassurethatthestandardwasalignedwithstaterequirementsandbestpractices.
GOALS FOR 2013-14
• IntegratenewLayer3firewallsintothecampusnetworktoincreasenetworksecurity.• Increasethenumberofvulnerabilityscansthatarecompletedthroughouttheyear.• CompleteasecurityawarenesscampaignduringCyberSecurityAwarenessMonth.• Conductamajordisasterrecoverytestwithaportionoftheuniversity’ssensitivesystems.• ConductamajorreviewofITsecurityrelatedpoliciesincludingtheUniversityITSecurityStandard.
BY THe NUMBerS
► 1,269 employees completed the MOAT IT Security Awareness training► 32 vulnerability assessments were conducted on the university’s sensitive systems
Division of Information Technology | 15
ITInFRAstRUCtURe
MISSION STaTeMeNT
ThemissionofITInfrastructureistoprovideasecureandhighlyreliabletechnologyinfrastructureforthecampuscommunitywithafocusonmeetingtheever-changingneedsandexpectationsoftheuniversitycommunitywhileminimizingcosts.
MajOr accOMpLISHMeNTS
Infrastructure Monitoring System Upgraded WhatsUpGold,aproactivemonitoringsystemforthecampusinfrastructure,wasupgraded.Theupgradeprovidedenhancedfunctionalityandimprovedtheabilitytonotifysystemandnetworkadministratorsofpotentialproblems.
Two Factor Authentication Enabled for System ManagementDoITutilizesaseparateVirtualPrivateNetwork(VPN)tosecurethemanagementofcriticalinfrastructurecomponents.InFebruary,two-factorauthenticationwasaddedtothisVPNtoprovideanenhancedlayerofsecurity.
Internet Bandwidth UpgradesAnRFPwasissuedinMarchinanefforttoestablishanewcontractwithoneormorevendorstoprovideenhancedbandwidthandtoallowforfutureupgradesasneeded.Vendornegotiationswerecompletedandinstallationof twonew500Mbps connectionsareplanned for completion inAugust2013.
Email Upgrades ITInfrastructureimplementedanewhybridemailsystemincludingon-premiseExchange2010forfacultyandstaffandcloud-basedOffice365forstudents.Thenewenvironmentallowsbetterintegrationbetweenbothsystemsandallowsauser’smailboxtoeasilybetransitionedbetweentheon-premiseExchange2010environmentandOffice365asneeded.Studentemailwasmigrated fromMicrosoftLive@EDU toOffice365 inMay. TheprocessofmigratingfacultyandstafffromExchange2007toExchange2010beganinMaywithcompletionestimatedforAugust2013.
Server Architecture and VMware UpgradeThephysicalinfrastructureforthecampusVMwareenvironmentwasupgradedfromstand-aloneDellserverstoaCiscoUnifiedComputingSystem (UCS) architecture. The new architecture is better optimized forvirtualizedworkloadsand includes threeenergyandspace-efficientbladechassishousing23serverblades.Thesesystemscombinenetwork,storageandmanagementintooneintegratedpackage.TheinstallationofthenewhardwarealongwithanupgradefromVMware4toVMware5hasresultedinsimplifyingthemanagementofthiscomplexserverinfrastructureaswellasreducingthetimerequiredtoprovisionnewservers.
Migrated Virtual Servers to New NetApp Storage InfrastructureAll(200-plus)virtualserversweremigratedtothenewNetAppstorageinfrastructurewithoutanyinterruptionofservice.ThisnewstorageensuresthatRadfordUniversity’svirtualenvironmentresidesonup-to-date,secureandsupportedinfrastructureandprovidesadditionalcapabilitiesforbackupandreplication.
BY THe NUMBerS
► 7,535 user accounts were created► 86 Lyris email lists were created► 400,000,000+ incoming email messages were scanned for SPAM and viruses► 100 support cases per month were closed using Bomgar remote desktop support tool to assist with problem resolution ► 11 VMware ESX 5.0 server hosts were upgraded► 23 VMware 5.0 server hosts were added ► 70 VMware client servers were added or virtualized► 449 users were migrated to the new H: drive ► 35 terabytes of new network storage was installed► More than 9,000 IDs were issued► 2,280 exams were processed with 95,712 Scantron test sheets scanned► 21 new electronic door access locations were added► 9 new IP laundry card readers were added in residence halls► 48 wireless access points were installed in Moffett Hall► 436 data connections were installed in Moffett Hall► 127 cable TV connections were installed in Moffett Hall► 75 model 1200 wireless access points were upgraded to the latest model
16 | Division of Information Technology
Scantron Grade Import for Desire2Learn ImplementedComputerOperationsintroducedanewprocessthatallowsfacultywhogiveScantron-basedteststoimportgradedtestresultsintoDesire2Learn(D2L).GradesarederivedfromtheprocessedScantrontestsandalignedtotheclass.ThegradescanthenbeuploadedintoD2Lbythefaculty.Thiseliminatestime-consumingmanualentryofgradesandreducesthechanceoferrors.
Improved Data Center Redundancy NetworkServicescontractedandcoordinatedtheinstallationofasecondfiberpathbetweenthemaincampusandthesecondarydatacenter. Thischangeprovidestwopathsbetweendatacentersandeliminatesasinglepointoffailurebetweendatacenters.NetworkServicesalsoinstalledCiscoNexus5Kand2Kswitchesusingthenewfiberpathstosupportthisnewredundancy.
Encrypted Wireless Inaneffort toprotectwirelessnetwork traffic, IT Infrastructure implementedanencryptednetworkcalledRUSecure inthesummerof2011.ThenetworkutilizesWPA2-enterpriseencryptiontoprotecttrafficbetweenamobiledeviceandthenetworkinfrastructureeliminatingtheriskofsomeonesniffingtrafficonthisnetwork.InNovember2012,thenon-encryptednetworkwasdiscontinuedinallcampusbuildings,requiringuserstoutilizeRUSecure.
Micros Systems Moved to PCI-Compliant NetworkTheprojecttomoveallMicrossystemstoaPCI-compliantnetworkwascompleted.Thisfurtherincreasedsecurity,whileincreasingtheflexibilityandtheoveralleaseofmanagementoftheMicrossystem.
Phone System UpgradeInJanuary,thecampusVoiceoverInternetProtocol(VoIP)phonesystemwasupgradedtoanewVMwareserverarchitecturealongwiththelatestsoftwareversion.Movingthissystemtoavirtualizedarchitecturehelpedreducethenumberofserversrequiredwhileimprovingavailabilityandreliability.Thisupdatealsopreparedthewayfornewfunctionality,includingenhancedvideoconferencing.
H: Drive UpgradeTomeettheincreasingneedforstorage,anewnetworkshare,betterknownastheH:drive,wascreatedonanewstorageinfrastructure.Thefirstphaseofmigrationwascompletedinthespring,withmanyfacultyandstaffbenefitingfromincreasedstorage.
Microsoft SQL ClusterNewserversandstoragewereinstalledandsetupasafailoverclusterforenhancedredundancy.ThisnewclusterprovidedMicrosoftSQLservicestovariouscampusapplications.
ITInFRAstRUCtURe
• UpgradeCSGoldandMicrosserverhardware.• ReplacethecurrenthardwaresupportingtheInfrastructure MonitoringSystem,WhatsUpGold.• Researchandplanforthereplacementofthecurrent NetworkAccessControl(NAC)system.• ImplementCiscoVirtualSwitchingSystem(VSS)inthedata centers.• Expandthewirelessinfrastructurethroughoutcampus.• Upgradethewirelessinfrastructureinmultipleresidence halls.• ImplementapilotIPV6network.• InconjunctionwiththeInformationSecurityOffice,install newborderfirewalls.
• InstallhardwaretoreplacethecurrentBannerdatabase serverandtheBannerDocumentManagementserver (Xtender).• Installhardwaretoreplacethecurrentimplementationof MicrosoftSystemCenterConfigurationManager(SCCM).• InstalladditionalhardwaretosupporttheVirtualDesktop Infrastructureproject.• ImplementRedHatNetworkSatellite(RHNSatellite)to centralizetheadministrationofLinuxservers.• Completethemigrationoffacultyandstafftothenew storageinfrastructure.• Decommissionoldstoragearrays.• Decommissionoldemail(Exchange)environments.
GOALS FOR 2013-14
Network Services contracted and coordinated the installation of a second fiber path between the main
campus and the secondary data center.
Division of Information Technology | 17
MajOr accOMpLISHMeNTS
Equipment EnhancementsPrinting Services added an automated card and document cutter whichincreasedproductivityandspeedbyreducingthehands-ontimerequiredby staff. In response to increasing demand for saddle-stitched booklets,PrintingServicesaddedanofflinebookletmaker,whichenhancedbookletmaking capabilities and speedwhile reducingper-pieceproduction costs.Amachinethatcaninstantlyapplylaminateand/oradhesivewithoutheatorelectricitywasalsoadded.Toensurethesecurityandconfidentialityofshreddeddocuments,PrintingServicesacquiredaLevel3crisscrossandaLevel5high-securityshredder.
High Profile Printing Projects PrintingServicescontinued toproducehigh-profilematerials, suchas the“DistinguishedWomenofRadford”and“RUVotes”large-formatposterseries.OthernotablepiecesincludeTheBeehive(student-runmagazine),theQuestNewStudentOrientationProgramGuide,andnumerousaward-winningstudentanddepartmentalworks.
Document ShreddingTheopeningofthenewCOBEbuilding,alongwiththerelocationofmanyotherdepartments,resultedinalargeincreaseindemandfordocumentshredding.PrintingServicesshreddedseveralhundredcasesofdocuments,allofwhichwererecycled.
Laundry Contract Request For Proposals (RFP)LaundryServicesdevelopedandparticipatedinanRFPtoestablishanewmulti-yearcontractforwashersanddryersinresidencehalls.AnewcontractwasawardedinJuneandwillresultinnewequipment,theabilitytouseRUExpressforpaymentonallmachines,andtechnologyallowingstudentstoremotelymonitorthestatusandavailabilityofmachines.
Linen TransitionManagementoflinendeliveriesforconferencescontinuedfromJulytoDecember2012.Followingasuccessfulendofthecalendaryear,linenresponsibilitiesweretransferredtoFacilitiesManagement.
Snack Machine Operations Transitioned to Canteen/CompassAspartofthenewcampusdiningcontract,Canteenwasselectedtomanagethecampussnackmachines.InAugust,thisservicewastransitionedfromanRU-managedoperationtoCanteen.VendingServicesmanagedthetransitionincludingtheadditionofnewandupgradedvendingmachinesatlocationsthroughoutcampus.VendingServicesalsocloselymonitoredservicequalityandstockingofvendingmachinesthroughouttheyear.
GOALS FOR 2013-14
• Continuetoenhancecapabilitiesandefficiencyoftheprintandcopycenter.• EnsureasmoothtransitionoflaundryandvendingservicestoFinanceand Administration.• Evaluate3-Dprintercapabilitiesandbusinessneeds.
PRINTING &VenDInG seRVICes
MISSION STaTeMeNT
ThemissionofPrintingandVendingServicesistoproducehigh-qualityprintedmaterialswhileminimizingcostsandensuringtimelydelivery,andprovidingreliablelaundryandfull-servicevendingservicestothecampuscommunity.
BY THe NUMBerS
► 524,000 color impressions were made on two Xerox 700 digital color printers► 593 unique files were printed on the wide format printer, ranging from large academic posters to indoor signage to photographic posters.► 431 deliveries of toner and staples were made to service the VBS campus copier program.
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Ms. Lisa McDanielManager Academic TechnologiesUser Training and SupportDivision of Information Technology
radford University distingUisHed Women
Honoring
“Distinguished Women of Radford” was just one of several high profile printing projects in
2012-13.
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PROJECT MANAGEMENT &AUDIt CoMPLIAnCeMISSION STaTeMeNT
ThemissionofProjectManagementandAuditComplianceistoprovideeffectiveandefficientmanagementoftheuniversity’stechnologyprojectsandensurethedivisionremainsincompliancewithuniversity,stateandfederalrequirements.
MajOr accOMpLISHMeNTS
APA Fiscal Year 2012 AuditSuccessfully completedanauditwith theAuditorof PublicAccountswithnofindingsreported. An in-depthreviewofmajorDoITareasbytheAPAincludedBannerERPsystemdatabasesecurity,RUSecureWirelessSecurity,andSystem/Databackupandrestoration.
Educause Core Data SurveyCoordinated and entered the response for the annual Educause Core Data Survey,whichishighereducation’ssourceforcomprehensiveITbenchmarkingdata.Thisserviceprovidesresearchandanalyticsusedbycol-legesanduniversitiestoinformITstrategicplanningandmanagement.
Reports and SurveysCoordinatedDoITresponsesforthefollowingsurveysandreports:• Barron’sSurvey• CollegeBoardSurvey• DoIT Strategic Plan update• PrincetonReview• Peterson’sUndergraduateSurvey• RUFactBook2012• USNewsandWorldReport• WintergreenOrchardHouseSurvey
Project Management SupportFacilitatedandprovidedprojectmanagementsupportforthefollowing:• BannerFixedAssetsBusinessProcessReview• IdentityandAccessManagementselectionphase• BusinessImpactAnalysis,RiskAnalysisupdate• FacultyLoadandCompensation/AdjunctFacultyimplementationinBanner• ElectronicandPersonnelActionForm(Epaf)implementationinBanner• Digital Signage replacement• Telepresence• ManpowerControlProgram• Exchange/Office365upgrade• TravelandExpenseManagementimplementationinBanner
Project Management SystemContinuedthediscoveryphasetoselectenterpriseprojectmanagementandportfoliosystemforthedivision.Morethan30projectandportfoliomanagementsystemswerereviewed.InNovember2012,theAceProjectsystemwasselectedasaninterimsolutionforprojecttrackinguntilanenterprisesolutioncanbeselectedandapproved.
GOALS FOR 2013-14
• Updateprojectmanagementstandardandframework(includingtemplates,instructionsandFAQdocuments).• EnsureallrecommendationsfromthereviewoftheDisasterRecoveryPlan,RiskAssessmentsandBIAareappropriately addressed.• CoordinatetheupdatetotheDoITStrategicPlan.
The AceProject system was selected as an interim solution for project tracking.
Division of Information Technology | 19
MajOr accOMpLISHMeNTS
End User Support for Desire2LearnProvidedsupportforthegrowingneedsofstudentsandfacultyusingthecampuslearningmanagementsystemDesire2Learn(D2L).Thetelephonesupportcoveragewasenhancedtoprovide24/7supportforD2Lproblemsandissues.Thisexpandedcoverage isprovidedbyacontractwithD2Landutilizestheircallcenteranditsknowledgeablestafftoprovidenight,weekendandholidaysupporttotheRUcommunity.
Enhanced Technical Knowledge BaseTheTechnologyAssistanceCentercontinuedtoenhancedocumentationprovidedwithintheonlineITKnowledgeBase.Thisyear,effortsweremadetoreviewandupdatetheknowledgebasearticlestobetterreflectcurrentsystemsandinformation.
Lecture Capture SupportTheTechnologyAssistanceCenterworkedcloselywithseveralfacultymemberstohelpwiththeuseoflecturecapturetechnologiesincampusclassrooms.ThissupportincludedthesetupofadirectorystructurewithintheMediaSitesystemaswellasmanagingandprovidingtheappropriatelevelofstudentaccesstocontentcreatedwithinthesystem.
Review and Update Technical Processes and ChecklistsTheTechnologyAssistanceCentercontinuedtostrivetoprovidequalitysupporttostudents,facultyandstaff.Tohelptechniciansmoreconsistentlyresolveproblemsand reduce repeat service contacts, several technicalprocessesandchecklistswereupdated.
Expanded Hours for Young HallWiththeexceptionofthetimesthattheMcConnellLibraryisopenonSaturdayandSunday,YoungHallwasstaffedtoprovidestudentswithaplacetheycangoandstudy24/7.
GOALS FOR 2013-14
• EnhancethequalityandlevelofsupportprovidedbytheTechnology AssistanceCenter.• Enhancetheskillsofsupportstaffthroughtrainingandenhanced documentation.• EnhancetheITKnowledgebaseallowingcustomerstoeasilyfindanswers tocommonproblems.• Resolve60%ofincidentsonfirstcontact.• Resolve75%ofincidentswithin24hours.• Implementanewcallticketingandtrackingsystem.
TECHNOLOGYAssIstAnCe CenteR
MISSION STaTeMeNT
ThemissionoftheTechnologyAssistanceCenteristoprovideahigh-quality,customer-oriented,singlepointofcontactandcoordinatetheresolutionofalltechnologysupportrequests.
BY THe NUMBerS
► 11,680 incident requests from faculty, staff and students were processed: 1,651 Web Requests 5,113 Phone Requests 3,070 Walk-In Requests 1,005 Internal Requests 841 Email Requets► 43% first call resolution► 58% one-day resolution► 7,877 work orders were created for other DoIT groups► 338 computers were deployed
Young Hall now has expanded hours to provide students a place to study 24/7.
20 | Division of Information Technology
MajOr accOMpLISHMeNTS
Honors and AwardsMultimediaproducerJaslynGilbertreceivedtheBestofShowawardattheannualUniversityPhotographers’AssociationofAmericasymposiumforaphotoessayof theuniversity’sWilderness Institute. She also receivedanhonorablementionintheFeaturesandIllustrationscategoryandwashonoredfourtimesintheassociation’smonthlymultimediacontest.Meanwhile, Director of Web Communications Jaime Hunt received theUPAA’sBoardAppreciationAwardfor“significantimpactontheprofessionofphotographyinservicetohighereducation.”
Completion of the Content Management System Migration ProjectWeb Communications completedmigration of official universitywebsitesinto the content management system roughly nine months ahead of schedule.
Mobile Web StrategyAmobilewebsitewasdevelopedthatallowsforallcontenthousedinthecontentmanagementsystemtobeviewedinamanneroptimizedformobiledevices.TheimplementationmakesRadfordUniversityoneofthefirstuniversitiesinthecountrytohaveafullymobile-optimizedwebsite.
Multimedia ProjectsProduced56multimediaprojectsandthreephotoessays.
Search Engine OptimizationWebCommunicationscompletedthesecondphaseofaSearchEngineOptimizationstrategyandprovidedtrainingtocontentadministratorsonSEOimplementation.Trafficfromsearchenginesincreasedfrom4%ofsitetrafficbeforeoptimizationto16%afterphaseIand22%afterphaseII.
Portal StrategyIncollaborationwithEnterpriseSystems,WebCommunicationsdevelopedaportalstrategybyspeakingwithstakeholdergroups,holdinginformalfocusgroupsandconductingsurveys.Adynamicnewdesignwasdevelopedandisintheprocessofbeingimplementedwithcompletionexpectedinfall2013.
Enhancement of Social Media ChannelsWebCommunicationsdevelopedanddeployedasocialmediastrategydesignedtoimproveengagementwithitsaudiencesonFacebookandTwitter.Thestrategycontributedtoa60%increaseinTwitterfollowersanda30%increaseinFacebookfollowersoverFiscalYear2012.Theteamalsomonitoredandrespondedtosocialmediamessagesduringseveralissuesduring2012-13.
WEBCoMMUnICAtIonsMISSION STaTeMeNT
TheOfficeofWebCommunicationsisdedicatedtothestrategicdevelopmentofRadfordUniversity’swebpresence.InadditiontosupportingthedevelopmentofRadfordUniversity’sonlinebrand,theteamworkscloselywiththecampuscommunitytodevelopeffective,appealingwebsitesinsupportoftheuniversity’sstrategicplan.
BY THe NUMBerS
► 56 multimedia projects were produced► 90 departments were migrated into the content management system► 28 student profiles were published on the Radford University homepage► 9.6 million visits to Radford.edu► 8,000 Twitter followers (60% increase from previous year)► 15,300 Facebook fans (30% increase from previous year)
Radford University became one of the first universities in the country to have a fully mobile-optimized website.
Division of Information Technology | 21
WEBCoMMUnICAtIons
Creation of a Multimedia Signage TemplateWebCommunicationsdesignedandimplementedatemplateformultimediasignageacrosscampusthatconveysaconsistentbrandandvisualidentity.
Campus Email Communications RecommendationsWorkingwithstakeholdersacrosscampus,WebCommunicationsformulatedrecommendationsforimprovementstotheuniversity’smassemailsystem.
GOALS FOR 2013-14
• Launchaleanportalsolutionaccompaniedbyacomprehensivecommunicationandtrainingplan.• Overhaulandupgrade20websiteswithenhancedgraphicsandimprovednavigationarchitecturebasedonanalytics.• DevelopaWebCommunicationsstrategytoincludenewwebsitesectionsandamorefocusedemphasisononlinemarketing.• Produce48multimediaprojects.• Enhancetheuniversity’ssocialmediapresencetoincreaseengagement.• WorkwithITInfrastructure,EnterpriseSystemsandcampusdepartmentstolaunchnewmassemailtools.• WorkwithITInfrastructureandEnterpriseSystemstoimplementadigitalassetrepository.• ImplementavirtualwalkingtourfortheRUwebsite.
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APPENDIX AsUPPoRteD sYsteMsBaNNer INB aND SSB MODULeS• HumanResources• Finance• StudentRecords&Admissions• FinancialAid• General Person• Advancement• AccountsReceivable• EndowmentManagement• FixedAssets• ResearchAccounting• FacultyLoadandCompensationModule• BudgetDevelopment
aNcILLarY SYSTeMS• DegreeWorks• Ad Astra• BannerDocumentManagementSystem(BDMSakaXtender)• BannerRelationshipManagement• BannerWorkflow• FsaAtlas• OperationalDataStore• CognosReporting• Nelnet• Intellicheck• UC4JobScheduling
aDDITIONaL SYSTeMS• Campus Call• LuminisPortal(MyRU)• BlackboardConnect• OdysseyHousing&JudicialManagementSystem• CQ5ContentManagementSystem(RUwebsite)• RedrocksAdvisorTracandTutorTrac• NolijTransfer• QuickAddressSystem• AIM(Facilities)• Harvest/SCMChangeManagement• RuffaloCody
SUppOrTeD INTeGraTIONS Or SINGLe SIGN ONS• Desire2Learn• LibrarySystem• PeopleAdmin• CIPPS• CARS• eVA• HMS• CSGold(RUExpress)• VisualZen(Orientation)• SmartThinkingonlinetutoring• NationalStudentClearinghouse• SDEHelpdesksystem• RUInvolved• T2Parking• CollegeNet• Bookstore(Bookvouchers)• ActiveDirectory• iTunesU• Adobe Connect• AlcoholEdu• MicrosoftLive@edu• MicrosoftExchange• PTAdmit• Hire-A-Highlander
DaTaBaSe MaNaGeMeNT SYSTeMS• Oracle• MicrosoftSQL
OperaTING SYSTeMS• Windows• Linux• MacOS
Division of Information Technology | 23
2012-13 Division Highlights DoIT Strategic plan 7-17 PlanDigitalsignageinfrastructurewasupgraded:morethan60newLEDlarge-screenmonitorsandwithanew,RadfordUniversitybrandedvisualidentity.
Goal 1 Goal 4
Migrationofallofficialuniversitywebsitesintothecontentmanagementsystemwascompleted, roughly nine months ahead of schedule.
Goal 5 Goal 4
Amobilewebsitewasdevelopedthatallowsfor all content housed in the content managementsystemtobeviewedinamanneroptimizedformobiledevices.
Goal 5 Goal 4
PhaseIIoftheidentityandaccessmanagementprojectwascompletedandacontractawardedtomoveforwardtothenextphaseofthisproject.
Goal 7 Goal 4
Athree-screenimmersivetelepresencesystemwasinstalled,providingastate-of-the-artvideoconferencingfacility.
Goal 1 Goal 4
AnIntrusionPreventionSystem(IPS)wasinstalled,greatlyincreasingnetworksecuritybykeepingunwantedandpotentiallydangerousInternettrafficfromenteringtheuniversity’snetwork.
Goal 7 Goal 2
Enhancedsoftwareforstudent-ownedcomputers, classrooms and labs needed for researchandinstruction.
Goal 2 Goal 2
AnewRUExpressIDcardwasdesignedtoprovideupdatedidentifyingphotosandin-creasedsecurity.
Goal 8 Goal 2
EnhancedRUmobilewithadditionalfeaturesincludingabustrackerwitharrivaltimes. Goal 4 Goal 4
ConductedareviewofRiskAssessments,DisasterRecoveryPlans,SecurityPlansandBusiness Impact Analysis to help ensure a securecomputingenvironment.
Goal 7 Goal 2
Anewhybridemailsystemwasimplementedincluding on-premise Exchange 2010 and Cloud-basedOffice365.
Goal 4 Goal 4
SuccessfullycompletedanauditwiththeAuditorofPublicAccountswithnofindingsreported.
Goal 7 Goal 2
ContinuedtoenhanceandupgradeITInfrastructuretosupportinformationsystemsandservicesinasecure,highlyavailableandhigh-performingenvironment.
Goal 4 Goal 4
ContinuedtodevelopnewfeaturesandfunctionalityintheBannerERPsystemandotherancillarysystemstoimproveefficienciesandprovideinformationforstrategicdecisionmaking.
Goal 3 Goal 4
Continuedtoupgradeclassroomsandotherlearningspaceswiththelatestindigitaltechnology.
Goal 2 Goal 2
APPENDIX B | Alignment of Division HighlightsWItH UnIVeRsItY stRAteGIC GoALs