Transcript What Was Accomplished

Information Technology Services
User Support Services
Craig Schultz
IACC
May 24, 2002
May 24, 2002
Information Technology Services - User Support Services
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Information Technology Services
User Support Services
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May 24, 2002
Help Desk
Training
PC/LAN
Workstation Program
Computer Lab Operations
PolyCard
Information Technology Services - User Support Services
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Information Technology Services
User Support Services
Help Desk
Bob Bojorquez, Coordinator
http://helpdesk.calpoly.edu
May 24, 2002
Information Technology Services - User Support Services
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Key Baseline Services – Help Desk
Access to Information and Service Resolution
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Centralized “single point of contact” service request/call routing center
Account information, forms and applications for “Tier 1” support
NEW! – Remedy Web access: self-service request and tracking
Extended support hours
Campus Resources and Support
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CMS/PeopleSoft dedicated support and direct-dial assistance
Imagine Modem pool, Internet and Mobile Computing support
Wireless and DHCP configuration
Site Licensed software distribution
CD-ROM burning and distribution
Remedy “Action/Request” System
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CSU “Best Practices” Remedy installation and team
Remedy available to all campus technical support staff
Training and reporting services for “root cause” analysis
May 24, 2002
Information Technology Services - User Support Services
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Dashboard Metrics – Help Desk
Standards, Processes and Policies
• Working with the Office of the CIO, implemented 11 standards, processes,
and policies with direct benefit to students, staff, faculty and emeritus
• Revamped the Help Desk Web site  http://helpdesk.calpoly.edu
• Revamped the Remedy Web site  http://remedy.calpoly.edu
• Revamped the Software Site-License Web site  http://site-licensing.calpoly.edu
• Revamped the Software Downloard Web site  http://software.calpoly.edu
• Trained entire “After-Hours” Help Desk team and expanded coverage
to approach 24 x 7 x 363 with service requests doubling within the past year
Operations and Projects
• CMS-PeopleSoft Support for Human Resources and Financials:
1,490 CMS Remedy Tickets submitted with “Tier 1” resolution rate of 99%
• Uptime of Remedy system is 99+% with no events resulting in disruption of service
• Research Park – assist in GIS mapping, researching and printing
• Replicated 1,000 CD-ROMs in support of campus projects, events, SW distribution
May 24, 2002
Information Technology Services - User Support Services
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Dashboard Metrics – Help Desk
Remedy Cases Resolved by Group (May 2000 – April 2002)
College/Division Utilization of Remedy Increased 600%
Remedy Cases Resolved by Group
May 2001 - April 2002
Remedy Cases Resolved by Group
May 2000 - April 2001
ITS Technical
ITS Network
Services
Admin
2%
2%
ITS Internet
Appl Supp
6%
ITS Ops/Data
Control
8%
ITS
Training/AMSPE
C
8%
ITS Internet
Appl Supp
4%
ITS Central Sys
Admin
1%
All Other
Support Groups
2%
ITS Help Desk
30%
ITS PC/LAN
16%
ITS Info
Management
11%
May 24, 2002
ITS Telecom
Services
14%
AFD Net and
Tech Svcs
4%
ITS Network
Admin
3%
All Other
Support Groups
12%
ITS Help Desk
30%
ITS Technical
Services
4%
ITS Telecom
Services
13%
ITS
Training/AMSPE
C
6%
ITS Ops/Data
Control
6%
ITS PC/LAN
11%
ITS Info
Management
7%
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Dashboard Metrics – Help Desk
Number of Phone Calls Per Month (April 2001-April 2002)
Total number of calls decreased by 5%, yet overall time spent increased by10%
2500
2332
2340
2174
2029
2026
2000
1851
1865
1600
1595
1525
1500
1431
1426
Feb-02
Mar-02
1199
1000
500
0
Apr-01
May-01
May 24, 2002
Jun-01
Jul-01
Aug-01
Sep-01
Oct-01
Nov-01
Dec-01
Jan-02
Information Technology Services - User Support Services
Apr-02
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Dashboard Metrics – Help Desk
Number of Calls Submitted by Requestor Type
Staff requests increased by 32% (approx. 40% attributable to CMS-PeopleSoft,
with bulk of the remainder attributable to new computers, e-mail, applications)
89
External
May 2000 - April 2001
112
244
No Selection
271
149
ASI
Requester Type
May 2001 - April 2002
743
460
Alumni
0
533
469
Emeritus
1,149
977
Foundation
3,759
3,716
Faculty
4,638
4,791
Student
Staff
14,752
11,239
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
32%
Increase
16,000
Number Submitted
May 24, 2002
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Dashboard Metrics – Help Desk
Annual Number of Service Requests Submitted per College
The colleges represent 28% of all cases – an increase of 10% over the previous year
2,000
May 2001 - April 2002
1,756
1,800
May 2000 - April 2001
1,710
1,600
1,416
1,400
1,200
1,000
1,257
1,264
1,193
955
800
951
716
640
600
586
568
400
277
262
200
0
25% Increase
12% Increase
3% Increase
33% Increase
College of
Agriculture
College of Arch &
Env Des
College of Business
College of
Engineering
May 24, 2002
3% Decrease
College of Liberal
Arts
13% Increase
College of Science &
Math
Information Technology Services - User Support Services
6% Increase
Univ Center for
Teacher Ed
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Dashboard Metrics – Help Desk
Annual Number of Total Hours Spent on Cases per College
Increases from 31% to 143%, with CAGR, CAED and OCOB leading the pack
1,400
May 2001 - April 2002
May 2000 - April 2001
1,231
1,171
1,200
970
1,000
882
800
673
600
507
658
558
487
483
400
246
200
0
279
198
162
143% Increase
127% Increase
144% Increase
99% Increase
College of
Agriculture
College of Arch &
Env Des
College of
Business
College of
Engineering
May 24, 2002
31% Increase
78% Increase
72% Increase
College of Liberal College of Science Univ Center for
Arts
& Math
Teacher Ed
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Dashboard Metrics – Help Desk
Number of Virus-Related Cases Reported Campus-wide
Campus technical staff average 4.2 hours/week (per person) on virus-related activities
50
45
40
35
30
25
20
15
10
Aug-01
May 24, 2002
Sep-01
Oct-01
Nov-01
Dec-01
Jan-02
Feb-02
Mar-02
Information Technology Services - User Support Services
Apr-02
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Dashboard Metrics – Help Desk
Top 10 Categories of Remedy Cases Submitted by “Time Spent”
Over 40% of all time tracked in Remedy falls into these categories
Services | Network | Heat Up Port
431
Software/Applications | Email |
Outlook 2000
447
Services | Telephone Services |
Service Problem-Fac/Staff
483
Services | Network | _Other
566
Services | Development |
Application/System
854
Services | Telephone Services |
Directory
897
Services | Telephone Services |
_Other
1,035
Services | Network | Wireless
1,251
Services | _Other | _Other
1,547
Computer Hardware | PC
Workstation | Complete System
2,074
0
May 24, 2002
500
1,000
1,500
2,000
Information Technology Services - User Support Services
2,500
12
Dashboard Metrics – Help Desk
Top 10 Case Types Submitted by Category, Type, and Item (CTI)
Telephone services are the most most frequently requested for the 3rd straight year;
strong candidate for business process review and “self-service” automation workflows
Software/Applications | Email |
OpenMail Client (Web)
Request/Work Order
Problem/Question
Number Submitted
Software/Applications | Email |
Netscape Messenger
Account Administration | OpenMail
| _Other
Account Administration | Central
UNIX | Change/Password
Account Administration | OpenMail
| Change/Password
Computer Hardware | PC
Workstation | Complete System
Account Administration |
Mainframe | Force Log Off
Software/Applications |
Communications | Imagine
Services | Telephone Services |
_Other
Services | Telephone Services |
Directory
0
May 24, 2002
200
400
600
800
1,000
1,200
1,400
1,600
Information Technology Services - User Support Services
1,800
13
Dashboard Metrics – Help Desk
CMS-PeopleSoft Cases Submitted and Resolved
Total time spent on transactions last year = 1,168 hours or 37 minutes per call (average)
Note: this does not include meetings, documentation, research, testing and travel.
350
300
250
Submitted
Resolved
200
150
100
50
0
May-01
Jun-01
May 24, 2002
Jul-01
Aug-01
Sep-01
Oct-01
Nov-01
Dec-01
Jan-02
Feb-02
Mar-02
Information Technology Services - User Support Services
Apr-02
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Dashboard Metrics – Remedy
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Completed major upgrade of Remedy Help Desk application “on time, on spec”
Extended Remedy utilization to campus-wide technical support staff;
currently provide service to thirteen external support groups
Successfully enabled end users to submit and view requests by providing
Web-based interface - accessible virtually 24 x 7 x 365 via Internet access – for
both Mac and Windows users
Improved communications regarding computer-related problems and requests
with end-users by implementing and enhancing e-mail notifications
Implemented interfaces that integrate Remedy with existing applications, including:
• Nightly interface with Directory Server to refresh information on supported users
• LDAP authentication for user logon and password against central directory
• Site Licensing Web site – first “self help” application with direct Remedy case
submission
May 24, 2002
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Dashboard Metrics – Help Desk
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Defined Remedy roles and responsibilities for centralized + decentralized support
Enhanced Remedy case classification and call routing (e.g. direct assignment)
Developed specialized Web interface to accommodate the unique needs of
Open Access Computer Labs
Offered custom Remedy training and reporting assistance
Developed and enhanced statistical, analytical and specialized reports;
distributed via the Web and email, both periodically and on request
May 24, 2002
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2001/02
Accomplishments
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Help
Desk
.
Goal/Priority* Accomplishments and Status
HD0007, 22 / 1
Remedy – Cairo 4.5 (Web) Implementation
Complete for both Mac and Windows users
HD0013 / 1-3
Help Desk in the University Union
ASI remodel is deferred to Summer 2003; actively seeking
alternative space for satellite Help Desk in advance of Fall Qtr (WOW)
HD0020 / 1
SLOOP – Standard Loop Closure for ITS Processes
Working with the Office of the CIO, implemented 11 standards,
processes and policies with direct benefit to all users
HD0023, 24 /1
Remote Access, Modem Pool Strategy and Certification Trial
(e.g. Charter Cable, Pac Bell DSL)
Cal Poly and Charter networks connected as of Spring 2002;
“Project Sasquatch” continues to undergo feasibility studies
Item 38 / 2
Catalog of Services – Resource and Service Inventory
The Web site target to “go live” is Friday, May 31, 2002
Item 39 / 2
Cal Poly Web Search Engine and Web Refresh
Google has been purchased and will be installed Summer 2002;
target date for Cal Poly Web site revamp is Summer 2002
* Based on AACC/IACC Lists
May 24, 2002
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Major Benefits Derived – Help Desk
Progress has made to increase our service levels, availability,
accessibility and reliability by:
•
Upgrading Help Desk cross-training and documentation
•
Understanding and improving our support processes
and knowledge of college-specific environments
•
Defining service level expectations (e.g. response and resolution times)
and call-handling procedures for centralized and decentralized staff
•
Commitment to professional development and training
in new technologies
•
Effective use of Cal Poly Portal and Web sites for communications,
tied to Remedy “root cause” analysis.
May 24, 2002
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Information Technology Services
User Support Services
Training
Marsha Epstein, Coordinator
http://training.calpoly.edu
May 24, 2002
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Key Baseline Services - Training
Consultation and Training to the Campus Community
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Hands-on and One-on-One computer training classes on supported software
coordinated with the Library and Orfalea College of Business
Brown Bag Seminars on specific topics of faculty interest
Blackboard “Learning Management Systems” orientation
Cal Poly “Guide to Computing” and end-user documentation guides
Tier 2 “Deep Level” Technical Support
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Training lab, phone & in-person technical support tied to
Remedy service requests and “root cause” analysis
Identify candidates for “self-service support” by users, whether through training
and/or business process improvements
PDA, mobile computing training & hands-on support
Blackboard - technical & pedagogical consultation,
administration, workshops
CMS support - manage enrollment database, nVision training,
product testing and documentation
AMSPEC support of financial databases for the CSU
Colleges of Business
May 24, 2002
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Key Baseline Services - Training
KeyServer
• Available at no charge to on-campus staff, faculty on both Macintosh
and Windows platforms. n=500 active accounts, with n=400 in
student computing labs. Of faculty/staff accounts, n=100 use
KeyServer daily (very heavy-users)
• Available in all ITS Open Access computer labs
and CAGR, CSM and Robert E. Kennedy Library
computing labs during open access timeslots (n=395)
• Services extended to ASI, Foundation in pilot program
to ascertain demand/utilization tied to specific requests
(n=50 currently)
• Software titles and licensing pool updated yearly
• Automation of user-initiated account requests via Remedy
• College technical staff are empowered to install software
on workstations
• Off-campus access for faculty and staff
beginning June 2002
May 24, 2002
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Dashboard Metrics - Training
Number of Completed Courses During FY 01-02
Staff experienced a 225% increase in completed courses over the preceding year,
with faculty enrollments and completion rates increasing 10%
4000
3657
CMS training represents 60% of total staff enrollments
3500
3000
2500
2000
1500
1000
500
206
174
137
Faculty
Students
Foundation
0
Staff
May 24, 2002
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Dashboard Metrics - Training
Number of Completed Courses During FY 01-02
CLA and CAGR attendance/completed courses increased 270% over the previous year
CMS as percentage of total completed courses: ITS (30%), CLA (55%), CAGR (65%), CSM
(63%), CENG (73%), CAED (74%), OCOB (50%), Library (29%) and UCTE (50%)
450
400
350
300
250
200
150
100
50
0
ITS
CLA
May 24, 2002
CAGR
Fiscal
Services
SAS
CSM
CENG
CAED
Facility
Services
OCOB
Information Technology Services - User Support Services
Library
23
Dashboard Metrics - Training
Learning Management Systems – Faculty, Course, Student Enrollment
In the past year, Faculty use of Blackboard has increased 59% - with the total number of
classes that use Blackboard increasing 46% and the total number of students that use
Blackboard increasing 34%. Spring Qtr n=108 faculty using Blackboard for “live” classes.
120
4500
4000
Faculty
Courses
100
3500
80
Students
3000
2500
60
2000
40
1500
1000
WebCT
students via
CSM
classes:
n=1,600
during Spring
'02
20
500
0
0
Spr
00
May 24, 2002
Sum
00
Fall
00
Wtr
01
Spr
01
Sum
01
Fall
01
Wtr
02
Note:
each "n"
represents
one WebCT
seat
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Dashboard Metrics - Training
One-On-One and Faculty Development
• Provided 32 One-on-One Blackboard consultations in
faculty offices
• Presented 6 specialized Blackboard workshops for
individual departments
• Delivered 27 Blackboard workshops (Fall 2001-Spring 2002)
• Coordinated 18 Brown Bag Workshops (Fall 2001-Spring 2002)
• Facilitated “Redesigning Your Course to Use Information
Technologies” workshops, Summer 2001
• Provide support and training for 11 faculty for the Online
Learning Grant received by College of Liberal Arts
• Provide on-going PDA support and are collaborating with
Library on developing instructional uses of PDAs
May 24, 2002
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2001/02
Accomplishments
Training
.
Goal/Priority* Accomplishments and Status
Items #2, 3, 25,
26, 42 / 1
Tailor centralized IT training to accommodate scheduling
constraints for both Workstation programs. Ongoing.
Optimize training to meet faculty training constraints. In
process—now offer multiple one-hour sessions in Excel &
Blackboard. Ongoing. Hosted two state-wide Oracle classes
and multiple, campus-wide Microsoft classes.
Item #6, 38 / 3
Completed KeyServer expansion to in Open Access
Computing labs – and off-campus access for faculty and staff.
Baseline
Collaborate with campus and external organizations to enhance &
offer new faculty development opportunities. Ongoing, with
expanded Blackboard training, summer workshops with Library.
Baseline
Standardized support for e-mail clients/mobile computing.
Ongoing.
* Based on AACC/IACC Lists
May 24, 2002
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2001/02
Accomplishments
Training
.
Goal/Priority* Accomplishments and Status
Item #16, 17 / 1
Upgrade of Blackboard server to Level 2 (Wtr 02), with Level 3
targeted for July 2002
Item #16, 17 / 1
Procurement of EDU Campus to facilitate conversion from WebCT
to Blackboard standardized “Learning Management System”
platform
Baseline
CATS Conference invites and attendance from campus
technical staff (CSU Academics Technology Staff) conference
Baseline
Award of CSU-Center For Distributed Learning (CDL) grant to be
completed Summer 2002
Baseline
Completion of faculty specific projects: BIG (Borland) and
interactive music/form analyzer (Rinzler)
Baseline
Complete revamp of Training, KeyServer and Blackboard Web
sites for stability and ease of navigation for users.
* Based on AACC/IACC Lists
May 24, 2002
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Major Benefits Derived - Training
• Hour-long training classes very popular
• Departmental Meeting presentations spread the word about
Blackboard:
 11 presentations—”What the ITS Training Group can
do for you!” resulted in …
 6 specialized Blackboard workshops for individual
departments
 32 One-on-One Blackboard consultations in faculty offices
• Increased expertise in mobile computing, PDAs
• Enhanced support for “Road Warriors” with upgrade to OpenMail
Server
• Effective use of Cal Poly Portal and Web sites for
communications, tied to Remedy “root cause” analysis.
May 24, 2002
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Information Technology Services
User Support Services
PC/LAN
Doug Scheel, Interim Coordinator
http://pclan.calpoly.edu
May 24, 2002
Information Technology Services - User Support Services
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Key Baseline Services – PC/LAN
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Consultation (Technical Architecture and Solutions)
Hardware Installation, Maintenance & Troubleshooting
Software Installation, Maintenance & Troubleshooting
Software, Hardware Standards + Evaluation Process
Consultation Procurement Assistance
Pooled software purchase
PeopleSoft installation and support for PeopleSoft and Citrix client software
Network connections and workstation troubleshooting
Remote Printer Installation
Documentation: primary focus on e-mail and calendaring; secondary focus
on technical support documentation
Virus warnings, definitions & software patches
System information for “lan-cords” and Service Level Agreement users
Remedy - trouble-ticket entry and reporting for metrics
ITS Training Lab Management
May 24, 2002
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Dashboard Metrics – PC/LAN
“What you can’t measure, you can’t manage.
When you mismeasure, you mismanage.”
Order of Magnitude FY 01-02 Changes Over FY 00-01
15% increase in quantity of Remedy service requests
25% increase in complexity of calls
20% increase in end-user satisfaction
10% increase in desk coverage by staff and students
60% increase in time spent on collaborative projects with colleges
50% increase in ITS Training Lab maintenance with 400% increase in use
20% decrease in rework of Remedy service requests
25% decrease in time to respond to calls
15% decrease in time to resolve calls
May 24, 2002
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Dashboard Metrics – PC/LAN
“What you can’t measure, you can’t manage.
When you mismeasure, you mismanage.”
Transactions, Transitions and Transformations
20% of all service requests are “90-8-2” self-service candidates
30% of all service requests are preventable with existing or
future technology
10% of all service requests could have been avoided with
user training
The mainstream user in the Faculty Workstation Program
receives approximately 4.0 hours of support per year from
PC/LAN.
Note: this includes both service calls, personal contact, research,
development, documentation and related service activities.
May 24, 2002
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2001/02
Accomplishments
–
PC/LAN
.
Goal/Priority* Accomplishments and Status
LN0001, 1A / 1
Integrated ITS Desktop Mgt – pilot to implement a single campus
service to facilitate file sharing, workflow, better use of push
technology.
Server stored applications successfully deployed upon user
request. Application repair at login is in progress. File sharing
services and security is in progress.
Provide improved security for multiple user computers via pilot
project underway with CSM. Workstations have been deployed
and configured to authenticate to a centralized sever for improved
data storage both locally and on a server backed up nightly.
Item #2 / 1
Host Cal Poly-customized Microsoft Windows and Active
Directory training courses for campus technical staff.
* Based on AACC/IACC Lists
May 24, 2002
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2001/02
Accomplishments
–
PC/LAN
.
Goal/Priority* Accomplishments and Status
Item #29 / 1
Infrastructure
Articulated an equitably funded centralized support for Novell
software.
Baseline
Refine PeopleSoft Citrix server support for
Macintosh, Windows and remote users.
Baseline
Define processes for software version control
(new titles, upgrades)
Baseline
Make widely avaiable test environment for workstation
technical staff campus-wide
Baseline
Mobile computing – expand and improve services. Test project to
evaluate PDA wireless capabilities for deployment. Improved
workflow by standardization of process resulting in quicker
problem resolution time. Test project for Imagine modem pool
access via cellular phone service. Wireless coverage maps for
campus to be published via Web June 2002.
* Based on AACC/IACC Lists
May 24, 2002
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Major Benefits Derived – PC/LAN
Progress has made to increase our service levels, availability,
accessibility and reliability by:
•
Infrastructure enhancements to provide reliable, secure
test and production services
•
Upgrading PC/LAN cross-training and documentation
•
Improved response times to virus outbreaks and increased
technical support information to resolve virus issues.
•
Improved workflow by standardization of supported software
and tighter integration and compatibility of the software.
•
Computer imaging process to improve turn-around time for
catastrophic software failures and deployment of new computers.
May 24, 2002
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Major Benefits Derived – PC/LAN
Progress has made to increase our service levels, availability,
accessibility and reliability by: (Continued)
•
Understanding and improving our support processes
and knowledge of college-specific environments
•
Defining service level expectations (e.g. response and resolution times)
and call-handling procedures for centralized and decentralized staff
•
Commitment to professional development and training
in new technologies
•
Improved Faculty and Staff support as reflected in shorter response
times, quicker resolution times – and faster adaptation of new
technologies
•
Effective use of Cal Poly Portal and Web sites for communications,
tied to Remedy “root cause” analysis.
May 24, 2002
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Information Technology Services
User Support Services
Workstation Program
Dale Kohler, Coordinator
http://fwp.calpoly.edu
May 24, 2002
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Key Baseline Services – Workstation Program
The Workstation Program was established in 1996 under the
guidance of the IACC to ensure faculty access to current computing
and communications tools. A similar model has been formalized for staff
this year and will move forward – pending available funding sources.
Core activities of the Workstation Program include:
•
•
•
•
•
Fully integrated hardware and software specifications
Consultative services and vendor quotations
Technical training and support
Year-round deployment on a four-year refresh cycle
College-level, decentralized decision-making
May 24, 2002
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Dashboard Metrics - Workstation Program
• Faculty – expansion of the program from n=813 to 876 in future years,
using a revised allocation model that incorporates both FTE and headcount
• Staff – refresh of 85 workstations in colleges
• Average price of Dell desktop has been lowered from $2,000 in FY 00-01
to $1,147 in FY 01-02 (comparable savings for Apple computers)
• Laptop ownership has increased approximately 40% during FY 01-02
• Leasing has been discontinued resulting in savings of approx. $100,000 per year
• Consultations for procurement totaled 263 formal e-quotes in FY 01-02,
with estimated savings to the campus approaching $150,000 through
assertive and wise purchases practices. Campus-wide Dell procurement
stats are: 571 desktops ($655K), 131 laptops ($278), 39 servers ($152K),
and 20 workstations ($71K).
May 24, 2002
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2001/02 Accomplishments –
Workstation Program
.
Goal/Priority* Accomplishments and Status
Item #5 / 1
Campus-wide Lab Refresh and Repurposing of Workstations –
draft of the refresh is imminent and repurposing has occurred
widely this year (n=90+) and is on-going.
Item #18 / 1
Develop a student laptop ownership and support model – in
progress. Working with the SC3 and departments campus-wide,
recommendations will be readily available on the Web by Fall
2002.
Item #24, 25 / 1
Continue to Optimize the Workstation Program – ongoing. Tailor
centralized IT training to accommodate scheduling constraints for
both Workstation programs (FWP and SWP/CMS) – completed.
Discontinuance from any leasing will save the Workstation
Program substantial amounts of funding (est. of $100K per year)
* Based on AACC/IACC Lists
May 24, 2002
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Information Technology Services
User Support Services
Computer Lab Operations
Dan Inlow, Coordinator
http://labs.calpoly.edu
May 24, 2002
Information Technology Services - User Support Services
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Key Baseline Services – Lab Operations
Our Mission
To provide the highest possible quantity, quality, and ease of access to
the latest computer hardware and software technology.
To provide optimal personal assistance to lab users (within our
resources).
Accessibility and Reliability
• Open Access facilities with 200 workstations in 12 locations campus-wide
• Five of the labs may be reserved (by faculty/staff)
• Access to a large variety of professional and high-end software;
details online at http://labs.calpoly.edu and http://software.calpoly.edu
• Student Lab Monitor support is available during open hours in labs
• Maintenance, technical support and a formal refresh program
assures currency in lab hardware and software
May 24, 2002
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Dashboard Metrics - Lab Operations
Student survey of lab services  http://survey.its.calpoly.edu/report
May 24, 2002
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Dashboard Metrics - Lab Operations
Lottery Expenditures Snapshot For FY 01-02
Open Access Lab Hardware Upgrades
CAD-Graphics, PE, PolyConnect (note: 25+ Dells repurposed to CSM), UCTE;
Sun Instructional Lab (SIL) and Java Projects Lab (JPL) via CENG/OCOB collaborative efforts
 Peripherals: iJAM lab, PE lab, Fisher Science North
Open Access Lab Software Upgrades
Fathom site license software (statistics)
KeyServer software library inventory increase (Adobe, Macromedia)
Manuals for high-end labs
College Specific Assistance
Elmo display projection device; server and rack (Library)
Dell server for student math remediation program (CSM)
EDU Campus for Blackboard equation editor (CSM)
Mobile computing (CLA)
Program Specific Assistance
GIS licensing (ERDAS) and server storage
Internet2 Gigabit network cards
May 24, 2002
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2001/02 Accomplishments –
Lab Operations
.
Goal/Priority* Accomplishments and Status
CL0018-31 / 1
Campus-wide Lab Refresh and Repurposing of Workstations –
draft of the refresh is imminent and repurposing has occurred
widely this year (n=90+) and is on-going. Four significant lab
upgrades completed during Winter 2002 with no disruption in
service to students or faculty. Investigate wireless, Citrix and
Windows terminal services – ongoing. Explore KeyServer
expanded access – completed.
Item #18 / 1
Working with the Workstation Program Coordinator, develop a
student laptop ownership and support model – in progress.
Working with the SC3 and departments campus-wide,
recommendations will be readily available on the Web.
Baseline
Scheduling – migrate reservation process to Campus Scheduling
to ensure optimal use of facilities and streamline processes –
completed.
* Based on AACC/IACC Lists
May 24, 2002
Software installation policy and request form – developed and
complete, available on the Web at http://labs.calpoly.edu
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Information Technology Services
User Support Services
PolyCard
Paul Schneider,
Systems Administrator
http://polycard.calpoly.edu
May 24, 2002
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Key Baseline Services - PolyCard
•
PolyCard “ID Card” production for students, faculty and staff
•
PolyCard authenticates cardholders allowing individuals
to use or access specific services on campus. For example:
- Door access for Rec Center
- Door access for Cisco, Java and CAD Labs
(specialized high-end computing facilities)
- PolyCard Open Access lab printing
- E-Voting and ASI Student Elections
•
Collaborate with Foundation for “value-added” capabilities
and new services for students, faculty and staff
•
Consultation for authentication and access solutions
(e.g. PolyCard card-swipe station at Health Center)
May 24, 2002
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Dashboard Metrics - PolyCard
PolyCard and ASI Elections, ASI Referendum and College Fee
Initiative – 95% reduction in time to validate eligible voters and
distribute ballots
PolyCard and Open Access Lab Printing
- 15 locations online since March ’00 with 99% uptime
and over 1,000,000 pages printed
- ITS subsidy of $15K for “free printing” removed in FY 01-02
- Printing volumes continue at < 15% of prior to program
and represent significant cost savings to university
PolyCard Door Access
- Rec Center – Over 1,000,000 card swipes to date and
ability to provide detailed, aggregate reports on utilization
- Door Access to Cisco and Java “High-end Labs”
in a secure environment with highly specialized equipment
May 24, 2002
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2001/02
Accomplishments
PolyCard
.
Goal/Priority* Accomplishments and Status
PC0001, 7 / 1
PolyCard design that incorporates removal Social Security
number, updated campus seal and logo, removal of Library
bar code, longer-lasting cardstock, better quality personal
photo, campus contact info, RUP and high-resolution design.
PolyCard printing server upgrade to accommodate new
printing formats, payment plans, operating systems (e.g.
Mac OS X, Windows XP) and specialized software applications.
PolyCard will be integrated into Housing I as the primary access
device for students into their housing (e.g. no physical keys). The
campus standard for off-line door access has been established
through the multi-stakeholder working group (e.g. Housing, ITS,
Facilities, University Police, etc.) A pilot project on 50 doors will
occur during Spring/Summer 2002 with very specific testing
parameters for campus-wide applicability.
* Based on AACC/IACC Lists
May 24, 2002
PolyCard will be integrated into a Cal Poly-Cal Trans-City of SLO
Transit project to provide aggregate data on bus ridership. The
campus subsidizes ridership, with the amount peaking at $260K
in Year 5 (final period) of the contract with the City of SLO. Hence,
the strong need for metrics.
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Information Technology Services
User Support Services
•
•
•
•
•
•
May 24, 2002
Help Desk
Training
PC/LAN
Workstation Program
Computer Lab Operations
PolyCard
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