Program Planning and Assessment (PPA)
for Services, Offices & Non-Instructional Programs
Comprehensive Review, Annual Review & Action Plan
Spring 2015
The purpose of Program Planning and Assessment at Hartnell College is to obtain an honest and
authentic view of a service/office/program and to assess its strengths, opportunities, needs, and
connection to the mission and goals of the college. The process is based on the premise that each area
reviews assessment data and uses these data to plan for improvement. The results of these annual
cycles provide data for a periodic comprehensive review that shows evidence of improvement and
outlines long-range goals.
The Program Planning and Assessment process improves and increases the flow of information and
data at Hartnell College. The result of the process also improves institutional effectiveness.
Service/Office/
Non-Instructional Program
Date Completed (must be
in final form by 3/27/15)*
ITR
April 30, 2015
Date Submitted
to VP
April 30, 2015
Submitted to IPE Drive
May 30th.
*Please note that you should work with your colleagues and supervisor/director/dean to ensure that
this report is completed, revised as needed, in its final form and submitted no later than the end of
March.
List of Contributors, including Title/Position
Matthew Coombs - VPITR
Dave Phillips – Director of Information Systems
Stephen Otero – Technology Specialist
Paul Otero – Technology Specialist
Laura Lark – Instructional Technologist
Megan Blevins – Instructional Technologist
Long Nguyen – Lab Coordinator
Daniel Jimmeye – Audio Visual Technician
Abel Rodarte – Snr. Programmer Analyst
Eric Price – Telephone Technician
Bruce Brandt – Telephone Technician
Juana Montelongo
Kerry Gray
VP/Division Head’s Comments (required):
I have reviewed and accept the items included in this program review as comprehensive,
accurate and representative as activities executed and requests needed.
__Matthew A. Coombs______
Typed Name of VP/Division Head
_May 30th_____
Date
This PPA report is organized in 3 sections and 9 subsections as follows:
I.
II.
III.
Comprehensive Review – a. Overall Service/Office/Program Effectiveness,
b. Staffing Profile, and c. Service/Office/Program Goals.
Annual Review – a. Data & Trends, b. Service/Program Modality, c. Outcomes,
and d. Previously Scheduled Activities.
Annual Action Plan – a. New Activities and b. Resource Requests.
INSTRUCTIONS
è For services/offices/non-instructional programs scheduled for
comprehensive review in spring 2015, please complete Sections I, II, and III.
è For services/offices/non-instructional programs scheduled for annual
review, please complete Sections II and III.
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I.
COMPREHENSIVE REVIEW
Please complete this section for services/offices/non-instructional programs
scheduled for comprehensive review in spring 2015. Go to Section II for
services/offices/non-instructional programs scheduled for annual review in
spring 2015.
A. OVERALL SERVICE/OFFICE/PROGRAM EFFECTIVENESS
1. Describe your service/office/non-instructional program in terms of its overall
effectiveness over the past several years.
Please consider the questions below in describing your area.
·
·
·
·
·
·
·
·
·
What are your area’s primary functions?
How are students/employees served by the service/office/program?
What are the unique aspects of the service/office/program?
How does the service/office/program relate to the needs of the community?
How does the service/office/program interface/collaborate with other areas on campus?
What is working well in service/program provision?
Have state and/or federal mandates/rules/certifications particular to the service/program
been met?
What policies and/or practices, both institutionally and departmentally, have been
implemented to improve functions over the past few years?
What professional activities have staff recently (last three years) participated in?
[Begin response here]
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B. STAFFING PROFILE
1. In the table indicate the number in terms of FTE. For instance, 1 full-time staff
person is 1.0, and a half-time person is .5.
Positions
2011-12
2012-13
2013-2014
Management,
Supervisors
Classified Staff
Classified Staff- Part-time
Faculty Staff
Faculty – Part-time
Student Workers
Professional Experts
Total Full Time
equivalent Staff
2. What staffing factors/challenges have influenced the effectiveness of the service/
office/program?
[Begin response here]
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C. SERVICE/OFFICE/PROGRAM GOALS
1. List and describe service/office/program goals for the next comprehensive
review cycle—Fall 2014 through Fall 2018. Be sure to highlight innovative,
unique, or other especially noteworthy aspects.
A new mission and vision is currently before the board for approval in February. In considering
your service’s/office’s/program’s future goals, please review the proposed new mission and
vision statements.
VISION STATEMENT
Hartnell College will be nationally recognized for the success of our students by
developing leaders who will contribute to the social, cultural, and economic vitality of
our region and the global community.
MISSION STATEMENT
Focusing on the needs of the Salinas Valley, Hartnell College provides educational
opportunities for students to reach academic goals in an environment committed to
student learning, achievement and success.
[List and describe service/office/program goals here]
1)
2)
3)
4)
5)
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II. ANNUAL REVIEW
This section must be completed for ALL services/offices/non-instructional
programs, including those scheduled for a comprehensive review in spring
2014.
A. DATA & TRENDS
1. Provide available data and information that define target recipients of the
service/office/non-instructional program, including numbers/size, types and
characteristics/needs of current and potential users, students, clients, and/or
other relevant populations. List the sources of this data and information.
Target Recipients of ITR’s Services
Target
Size of Group
Characteristics or Needs
Students
14,000
Unduplicated
/6,700 FTE
Full and part time, Traditional and Non-traditional. The student
body is split 50/50 males and female. 65% of our students are
Hispanic. 13% are Pacific Islander and 13% Caucasian. Many are
first generation students. 75% received some form of financial
assistance. 60% are between 24 and 18. Most will not complete a
degree or certificate here. Most work while going to school.
Almost all of them would prefer to have greater access to
technology, information, and services.
Hartnell College students need hand-holding through new
processes and services. The more technology can facilitate in this
process the smaller the burden on the rest of the college.
Students need both traditional face-to-face instruction and help
as well as an expectation for on-line and hybrid offerings. There
are many homes with out computers so having accessible and
available labs and open access computers is important. Keeping
costs down is critical, and ensuring services are straightforward
and efficient are critical to many who have very little time away
from other responsibilities or access to transportation.
Staff
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230
Hartnell’s non-academic employees are a small, dedicated lot
that absolutely rely on, technology to meet the needs of
thousands of students every day. The Ellucian Colleague system is
the life-blood of every administrators job for those keeping track
of student status and data, financial information, and business
operations. They need reliable computer systems, copiers, fax
machines printers, scanners, monitors, wireless and wired
networks, specialized software, and storage. They are typically
understaffed and working very hard to meet the demand in a
changing world. When issues arise or change is needed they need
those issues or projects to watched, directed and resolved with
effective communication occurring through the entire process.
They need the software and systems required for their job to be
kept up to date and enhanced when appropriate. They need
someone to support them in thinking ahead of the current
process or technology on how to integrate or change the process
with others for better efficiency. They need not to worry about
the how of technology allowing them to thing about the how and
what of their jobs.
Full Time
Faculty
130
Hartnell College full-time faculty face a relatively diverse
population of students in terms of age and race. Class sizes are
typical, but social needs are large as instructors struggle to push
some ill-prepared, and economically challenged students though
their first couple years of college. Instructors need technology to
work in the classroom and need issues to resolved quickly when
they arise. They need tools to teach students using various
methods and modalities. Technology can provide many of these
needs if applied correctly and supported by reliable computer
systems. Modern day LMS, CMS and smart classrooms can help
instructors use technology to engage students and effectively
present information. Lastly, full time faculty need opportunities
to be trained to develop their craft but also to come up to speed
on emerging campus technology and tools. When issues arise or
change is needed they need those issues or projects to watched,
directed and resolved with effective communication occurring
through the entire process.
Part Time
Faculty
360
Hartnell College part-time faculty rise to meet the same student
challenge as full time Instructors. In addition to the technology
needs of a full time instructor, adjuncts need to gain access to
resources and information from locations off campus. They also
need place on campus to work on projects and meet with
students. Adjunct faculty members need ways to stay engaged
with the campus community, and effective tools to communicate
and collaborate with their peers and students. When issues arise
or change is needed they need those issues or projects to
watched, directed and resolved with effective communication
occurring through the entire process.
Community
N/A
The community that Hartnell College supports is strong, diverse
and geographically dispersed and at times even migratory.
Hartnell College is seen as a key anchor to the community’s
health and progress. Those at the college that interact with the
community, need effective marketing tools to tell the story of
success and progress that is occurring from the academic
program, athletics, and philanthropy. The community needs
access to the library, its computers and education services to lift
the community, retool those looking to make a change, restart
those whose educational career was interrupted and spur on
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those that are already enrolled. The community counts on many
of our outreach programs to education younger minds of the
opportunities of education and benefits of staying on a school
path. Making access to community ed programs, general services
and bridge programs convenient and easy to access has proven to
make a difference in many family’s lives.
Data Sources
· An accurate work order log is kept of all technology/audio-visual requests for repairs and
assistance. Utilizing the statistics of how long a work order was open before resolution, as well
as how many work orders are created for repeat issues can show how the departments are
responding in a timely fashion, as well as resolving issues proactively.
· Evaluation surveys are conducted at the completion of work orders; these surveys can show
customer satisfaction with the departments meeting their demands.
· Semi-annual surveys for students, faculty and employees
The survey data suggests that IT is understaffed and needs to communicate more with its
constituents before, during and after needs are being addressed or projects occur. It also
suggests that there is room for improvement in addressing customers needs quicker and helping
them understand what we have done. However, it is also clear that our constituents know that
we are stretched and they feel that we are constantly improving and trying to provide the
campus with tools to enhance instruction, productivity and our ability to reach everyone.
· Hartnell College’s Collegue Student Information System, CCC Chancellors Office Scorecard and
CCCSE were also referenced sources for this review.
2. Analyze and report on salient patterns and trends in this data. Given these
patterns and trends in users, needs, usage and/or other key factors, identify
particularly challenging issues in service/program provision, office
functioning, and the evaluation of the service/office/non-instructional
program.
Needs
The reliance on technology continues to grow, but the demographics of our students infer a digital
divide exists. The campus continues to increase its reliance on technology and IT yet the IT team has not
grown to match the new systems and expectations.
It is critical for our area to deliver secure, highly-available, reliable, and innovative information
technology and audio-visual resources. We need to proactively manage the campus’ information
technology infrastructure, architecture, applications, development, and investment priorities to support
growth and environmental change. For the benefit of its constituents, we need to capitalize on
information technology and audio-visual opportunities to improve efficiency and optimize cost-benefit
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strategies. We need to develop and maintain highly effective, reliable, secure, and innovative
information systems to support instructional, administrative and research functions.
We need to keep staff and faculty properly tooled and prepared for the future, we need to help provide
technical training and expertise in both academic and administrative environments. This means
providing professional development opportunities within the information technology and audio-visual
divisions to empower and support our employees in delivering excellence in service and solutions. ITR
need to establish the infrastructure to provide actionable data by delivering business intelligence tools
to enhance data-driven decisions. This will help the leadership leverage information technology
governance structure that effectively links business and information technology strategies
ITR needs to promote and facilitate the effective integration of technology into the basic mission of the
college through planning, programming, training, consulting, and other support activities. This means
developing, enhancing, and managing the College's enterprise networks to provide high speed,
transparent, and highly functional connectivity among all information resources.
Patterns
Expectation of our institutions to provide well-performing technology is high. End users will always
need up-to-date computing systems. This requires a consistent annual refresh of a percentage of the
systems on campus. In order to meet the needs of the varied student body with open access computers,
labs and perhaps technology rental, the campus needs to plan for this investment year over year
(approx. 250k).
Student Success continues to be a hot topic for the entire industry, but specific legislative mandates and
funding from the California State Legislature has pressured all CCCs to invest in a degree audit, student
planning and early alert. These are not trivial systems to deploy or maintain. Hartnell College needs to
increase IT to effectively manage.
End users will always need a healthy, secure, and fast network. This requires continuous investment upto-date wireless access point, switches, cabling, and firewall. These costs are manageable if they are
made in increments year over year.
Hartnell College’s ERP will need constant care and feeding. The environment should not be changed
from the “vanilla” state that it was installed as, unless customizations are absolutely necessary.
Investments need to be made each year in training of administrators and developers. Additionally,
investments need to made in the hardware that the system runs on and in enhancements to the
product. This is all in addition to the general maintenance of the product.
Staff members will always need training to improve their ability to leverage existing systems and to use
new technologies and systems when they are brought onto campus.
Faculty members will always need to have support with pedagogical development, tool training, and
classroom multi-media support. Ongoing investment in the FRC/PDC and instructional technologist
support will be needed. The state CCCs are being encouraged to adopt Canvas as the state LMS. Hartnell
College will most likely follow this trend.
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Mobile device support and mobile app development for end user support will only continue to grow as a
priority and trend. Investment in a mobile platform and continued investment in our existing mobile
device management environment will be important.
Business intelligence is an increased priority for the college. Better reports, specific to identifying
business operation trends and data for better decision making.
Challenges
Keeping up with expanding and evolving technologies, as well as facilitating Facility Requests, Equipment
Requests, Work Orders and Drop-ins with limited staff to support them, with the addition of having
vacant positions.
Last minute requests for equipment, instruction, workshops, and trainings are given with little notice.
Request forms are frequently turned in with partial information. Staff spends time getting more
information, and rarely has enough time to plan efficiently for these requests.
Software requests come in from individual instructors rather than discipline. This results in multiple
requests for the same type of software but different brands, resulting in repeated work. In addition,
work orders often come in from multiple instructors for the same thing. Sometimes our current work
order database does not close the work order. Causing our pending reports to show items that had been
closed days or months ago.
Lastly, over all, management of core, critical systems, as well as ongoing initiatives and point
solutions/technologies that the campus has learned to rely on or asked us to deploy, requires an
established ratio of IT personnel to technology or projects. Hartnell College ITR is far below these
standards. Our team should twice the computer technicians, lab coordinators and networking resources.
Many of the investments we have made this year have been to create an environment with tools making
it possible to do more with our small team.
3. Provide any other relevant data and describe any other relevant qualitative
factors that affect service/program provision, office functioning, and the
evaluation of the service/office/non-instructional program. List the sources of
this data and information.
ITR Conducted a Survey January through February to assess staff and faculty’s satisfaction and opinion
of technology use, readiness and application of technology throughout campus. Below are some of the
most notable areas of improvement indicated.
2014 Spring Survey Results
Yes
No
18
21
46%
54%
50% of the faculty do not feel campus has adequate desktop computers, scanners, digital cameras,
networked printers, and laptops/tablets to meet the instructional goals of Hartnell College.
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1 - Not at all satisfied 6
2
6
3
6
4
8
5 - Very satisfied
2
7 - Cannot evaluate
8
8 - Never heard of service
15%
15%
15%
21%
5%
21%
3
8%
Overall satisfaction with Classroom/Lab/Open Access Consulting/Assistance shows room for
improvement.
Yes
No
21
18
54%
46%
50% of the campus does not feel IT has adequate software to meet the instructional goals of Hartnell
College.
Better customer service 11
Better technology
9
Better communication 28
Greater availability
18
Increased ITS staff
24
Other
6
11%
9%
29%
19%
25%
6%
Customer service from ITS personnel could best be improved by the factors indicated above.
Yes
No
19
20
49%
51%
Do you feel the IT department provides expected technology services to you satisfactorily 85% of the
time or better.
Yes
No
19
20
49%
51%
50% of the campus does not feel they receive timely and helpful information from IT representatives
regarding technology solutions for services that are requested by administration, divisions, departments
and programs.
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Yes
No
19
20
38%
62%
62% of the campus feels their campus has adequate technology repair/service to meet the instructional
and administrative goals of your campus.
Cutting edge with new innovative technology
adoption
1 3%
Current technology with hardware that is not
more than 3 years old
10 26%
Adequate, but could be refreshed 22 56%
Aging
6 15%
Shows how the campus would you rate the current level of Hartnell College’s infrastructure – scattered
needs.
Not at all satisfied
Not very satisfied
Somewhat satisfied
Very satisfied
Not applicable
2
6
9
2
20
5%
15%
23%
5%
51%
9
10
19
1
23%
26%
49%
3%
How satisfied the campus is with on-campus computer labs
Strongly disagree
Disagree
Agree
Strongly agree
Only half of campus feels they can easily find the information they need on the Hartnell College web
site.
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B. SERVICE/PROGRAM MODALITY
1. Describe the different physical locations (campuses, sites, etc.) at which, the
various delivery vehicles (phone, online, face-to-face, etc.) through which, and the
times (of day, evening, week, etc.) at which the service/program is provided to
intended recipients. Consider staffing and other resources available to serve user
needs for each location, vehicle, and time specified.
ITR services all three Hartnell College campus locations:
Location
Main
Alisal
(Advanced
Technology
Center)
King City
Center
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Time
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 11am-9pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 11am-9pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
2x a mo. (F2F)
2x a mo. (F2F)
2x a mo. (F2F)
Mode
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
Online, Phone, Virtual
F2F, Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
F2F, Online, Phone, Virtual
Personnel
Matt Coombs
Dave Phillips
Stephen Otero
Paul Chen
Daniel Jimmeye
Long Nguyen
Jorge Isaias
Bruce Brandt
Eric Price
Kerry Gray
Juana Montelongo
James Fitch
Abel Rodarte
Al Grainger
Min Hu
Megan Blevins
Laura Lark
Matt Coombs
Dave Phillips
Stephen Otero
Paul Chen
Daniel Jimmeye
Long Nguyen
Jorge Isaias
Bruce Brandt
Eric Price
Kerry Gray
Juana Montelongo
James Fitch
Abel Rodarte
Al Grainger
Min Hu
Megan Blevins
Laura Lark
Matt Coombs
Dave Phillips
Stephen Otero
Paul Chen
Daniel Jimmeye
Service/Program
Manager
Manager
Technology Specialist
Specialist
Multimedia Specialist
Lab Coordinator
Lab Coordinator
Computer Technician
Computer Technician
Network Admin
Help Desk
Web Site
Programmer
Programmer
Programmer
Instructional Tech.
Instructional Tech
Manager
Manager
Technology Specialist
Specialist
Multimedia Specialist
Lab Coordinator
Lab Coordinator
Computer Technician
Computer Technician
Network Admin
Help Desk
Web Site
Programmer
Programmer
Programmer
Instructional Tech.
Instructional Tech.
Manager
Manager
Technology Specialist
Specialist
Multimedia Specialist
2x a mo. (F2F)
4x a mo. (F2F)
M-F 8am-5pm
2x a mo. (F2F)
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
M-F 11am-9pm
M-F 8am-5pm
M-F 8am-5pm
M-F 8am-5pm
F2F, Online, Phone, Virtual
F2F Online, Phone, Virtual
Online, Phone, Virtual
F2F, Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Online, Phone, Virtual
Long Nguyen
Jorge Isaias
Bruce Brandt
Eric Price
Kerry Gray
Juana Montelongo
James Fitch
Abel Rodarte
Al Grainger
Min Hu
Megan Blevins
Laura Lark
Lab Coordinator
Lab Coordinator
Computer Technician
Computer Technician
Network Admin
Help Desk
Web Site
Programmer
Programmer
Programmer
Instructional Tech.
Instructional Tech.
2. Compare service/program quality provided across locations, vehicles, and times.
Are there differences? To what do you ascribe the differences in your service/
program? Discuss any other relevant factors regarding diverse service/program
modalities and environments.
ITR strives to deliver the same level of service across all constituents and all locations. King City represents
the greatest challenge due to distance, however this year, ITR has started sending Jorge Isaias to King City
every Friday to resolve any IT issues. All ITR employees except Jorge Isaias have an office on main campus
and it is where the majority of their time is spent. Jorge and Long spend a majority of their time at the Alisal
campus serving the academic programs that occur at that facility. There is no predominant or permanent IT
presence for the King City location as there would not be enough work to keep that resource engaged and
productive. As issues arise at both Alisal and King City, ITR representatives drive to these locations and
spend entire days at the facilities resolving and maintain issues. The IT infrastructure present at these
locations allows for much of the hardware and software to be maintained and fixed remotely.
Regular monthly visits are scheduled for both locations to check on equipment and resolve issues submitted
as help desk tickets.
3. Describe the process to change and improve service/program quality for the more
challenging locations, vehicles, and/or times.
ITR continues to invest in BOMGAR, a remote assistance program that allows ITR staff to connect remotely
into any system across all three locations, with permission or in the case of an open access computers, with
specialized software installed to allow for remote sessions to be initiated without human intervention.
Changing Jorge’s schedule to allow for consistent additional visits will provide the coverage requested and
needed to support the academic and administrative needs of this center.
Most IT related issues reported are for computer labs, instructors stations, and staff hardware/software.
Reviewing help desk tickets, it has been determined that 85% of the issues can be resolved via remote
support via Bomgar, Google Chat/Hangouts, and virtualizing the environment. Additional training needs to
be conducted with King City staff to help them leverage these technologies to enable IT to help them or
resolve issues as they arise.
C. OUTCOMES
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SERVICE AREA OUTCOMES
Each service unit/office/non-instructional program develops its own Service Area Outcomes
(SAOs). The outcomes should be directly related to the work of the service unit/office/noninstructional program, challenging but attainable, and measureable. SAOs should articulate
what specifically is to be achieved; their measurement should assess how well the service
unit/office/non-instructional program is performing.
1. Please complete the following tables.
List Service Area
Outcome(s) scheduled for
assessment as previously
specified
Network
Hartnell College will provide modern
systems to assist students’
education planning to remain
compliant with state mandates
All Hartnell College campus
locations provide fast, campus-wide
network access to both connected
and wireless users 20/7/365.
What changes have
occurred in the
service/office/ program
as a result of dialogue?
Was a Service Area
Outcome
Assessment
Summary
completed (if
expected)?
Hartnell College has purchased
and implemented the Ellucian
Colleague Student Education
Planning and Degree Audit
systems.
Yes. Achieve outcome
was achieved.
Wireless improvements
continue to be made by adding
wireless access points to areas
reported to be slow or low
coverage.
Yes. Achieve outcome
was achieved.
Staff have reported
successful
implementation of
student planning tools
and all incoming
summer and fall term
students have
completed an
education plan.
Faculty, staff, and
students reported
network uptime 95% of
the time.
iSupport ticket system
had less than 10
occurrences when
network
under perform-ed or
was not available.
Hartnell College constituents report
that they feel confident that the
campus data network environment
has been provided with sufficient
controls and protection mechanisms
in order that the educational and
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Networks and servers have
been virtualized making them
more difficult to reach and
compromise. Additional
software to monitor and warn
has been added to ITR’s
Yes. Users reported less
than 10 occurrences of
malware or virus
problems.
Faculty, staff, and
business functions of the college are
not disrupted by attack or misuse.
program review resource
request to increase our ability
to be proactive and have
adequate warning when the
network is being attacked.
students reported less
than 10 occurrences of
virus or malware
problems.
Faculty, staff, and
students reported zero
occurrences of network
breach.
IT Network
administrator reported
30 occurrences when
network was threatened
and maintained yet zero
breeches as a result.
Administrative and Academic Solutions
Hartnell College constituents report Computer refresh events
ITR providing reliable operation of
continue to occur. Main
campus computing systems,
administrative systems are on
communication systems, file
brand new hardware and new
services, and virtual and vendorstorage technology. 2000
provided software solutions.
virtual desktops now exist to
support staff and students.
New systems have been
deployed to help with student
education tracking and
planning.
Yes. Outcome was not
fully achieved.
Faculty, staff, and
students reported
reliable campus
computing systems 75%
(target 85%) of the time.
Faculty, staff, and
students reported less
than 7% (target 5%) of
the time when systems
performed poorly or
were unavailable.
iSupport logs will show a
10% decline quarterly in
tickets being logged
itemized by type.
Hartnell College constituents receive
timely and helpful information
technology solutions for services
that are requested by
administration, divisions,
departments and programs.
16 | P a g e
iSupport is widely used campus
wide to better manage
requests that come in and give
greater visibility to projects,
issues and requests. iSupport
also delivers key status
messages to the campus.
Yes. Outcome was not
achieved yet.
Faculty and staff
reported IT as
responsive in
supporting, enabling
and delivering campus
technology solutions
74% of the time.
Hartnell College constituents reports
timely and helpful support for
Etudes, the College’s student
learning environment
ITR’s two new instructional
technologists support the LMS
and provide pedagogical
support for the Etudes.
iSupport indicates all
critical and 81% of
important issues were
responded to within 5
days response time to
provide a quote,
information or direct
intervention to acquire
a needed technology.
Yes. Outcomes
achieved.
Faculty, Staff and
Students report IT as
responsive and
supportive 90% of the
time to Etudes requests
for setting up shells for
a new semester.
Faculty, Staff and
Students will report IT
as responsive and
supportive 86% of the
time to Etudes requests
for helping users log
into the system.
Faculty and Staff will
report IT as responsive
and supportive 91% of
the time to Etudes
training and setting up
the teaching
environment requests.
Planning and Purchasing and Asset Management
IT is a dependable resource to help
ITR uses iSupport to track
and enable the campus in planning
requests and turn quote
and purchasing technology
requests and purchasing
around within a few days or in
some cases hours.
Yes. Outcomes
achieved.
Faculty and staff
reported IT as
responsive in supporting
and enabling technology
purchases 80% of the
time in annual survey.
iSupport logs show a
consistent number of
quotes, information or
direct intervention to
17 | P a g e
acquire a needed
technology.
iSupport logs show less
than 3 days response
time to provide a quote,
information or direct
intervention to acquire
a needed technology.
Hartnell is able to assess and track IT
asset inventory for accountability
and asset planning purposes.
IT Help Desk
Hartnell College IT department
tracks and delivers timely response
to initial help desk requests.
ITR uses iSupport to manage
asset inventory.
Not yet. Assessment will
take place over fall
term.
ITR has invested in iSupport to
better manage requests that
come in and give greater
accountability and visibility to
helpdesk requests.
Faculty and staff
reported IT as
responsive in
supporting, enabling
and delivering campus
technology solutions
74% of the time.
List Service Area
Outcome(s) scheduled for
assessment in
AY 15-16
Network
Provide fast, campus-wide network
access to both connected and
wireless users.
Provide reliable and modern
telephonic and unified messaging
for both academic and
administrative effectiveness.
Provide assurance that the campus
data network environment has been
upgraded with sufficient protection
and bandwidth to support the
educational and business functions
of the college and ensure they are
not disrupted by attack or misuse.
How will the Outcome(s)
be assessed?
·
·
·
·
Administrative and Academic Solutions
Provide fast end user computing
·
units and reliable printers,
keyboards, mice, etc. Students will
have confidence in their
communication systems, file
18 | P a g e
ITR Survey determining
network performance
from end user
perspective
Measured by the number
of campus outages and
data breaches itemized
by type.
Measured by the firewall
management monitoring
tools
Measured by iSupport
instances logged
ITR Survey determining
computer and lab
performance from end
user perspective
services, and virtual and vendorprovided software solutions.
Students will be able to access all of
their critical systems with one
password online.
Student’s labs will have brand new
computers, and mice pads.
Faculty will report that their
computing needs were met with
appropriate speed, communication
and follow through.
Training
FRC/PDC offerings were delivered
more often and through more
varied modalities.
Support services of the FRC/PDC
helped develop skill sets for a
greater number of employees
Employees will be exposed to new
tools they did not have access to
before that will enhance their jobs
Help Desk
Provide timely response to initial
request.
Greater adoption of help desk
system for reporting issues.
·
· FRC/PDC visitor log
· ITR Survey determining
training availability and
offering options from
employee user perspective
·
·
Facilities
Our office will provide timely
response to initial applications.
Effectively coordinate campus
resources to prepare, execute and
restore facilities for each event
according to the event application
requests.
Measured by iSupport
instances logged
ITR Survey determining
help desk and ITR
performance from end user
perspective
Measured by iSupport
instances logged
·
·
·
Number of completed
facilities requests.
ITR Survey determining
help desk and ITR
performance from end
user perspective
Exit survey for those
that use Hartnell’s
resources.
2. Describe how service area outcomes were specifically addressed by the
service/office/program during the past year.
Was there review and analysis of the data? How did the staff engage in discussion? Were any
interventions conducted? Are there any plans to make changes/improvements in the
service/office/program?
19 | P a g e
After the 2015 survey was conducted, the survey results were compiled and presented to both the ITR
team and the Technology Resources Committee. Both groups were asked for their opinion of the results
and what they thought should be done to address the most obvious and most urgent areas of need.
3. Describe assessment activities that need to be strengthened or improved. What
are the challenges to achieving these improvements?
More proactive monitoring needs to be performed on a daily, weekly, and monthly basis to not only
track issue resolution, but also monitor health of systems and network. This requires additional work
hours or oversight resources that are not available today, but work procedures can be adjusted to
create basic preventative maintenance procedures which can then be scheduled, daily, weekly and
monthly that would provide better oversight of people and processes that in turn would improve overall
health of the administrative and academic systems of the campus as well as greater awareness of
service deficits occurring on campus.
We now have and use the tools to schedule and track these reviews.
20 | P a g e
D. PREVIOUSLY SCHEDULED ACTIVITIES
This subsection focuses on activities that were previously scheduled. An activity can address many
different aspects of your service/office/program, and ultimately is undertaken to improve or enhance
your service/office/program, and keep it current.
Activity scheduled
1. Spring Forward
Colleague Rejuvenation
Project
What success has
been achieved to
date on this
activity?
90% complete with
project. Significant
improvement of
system operation
and rejuvenation of
staff utilizing
updated business
processes and
products. Added
over a dozen new
products to
environment to
address specific
needs such as
student planning,
degree audit and
synching of student
financials and
campus chart of
accounts
2. Deploy new enterprise ODS has been
data warehouse and
implemented which
business intelligence
pulls data from
reporting tools
Colleague. Campus
is now requesting
an EDW and
provided access to
data for reporting
purposes to larger
set of users other
than programmers.
3. Deployed new Student Both products have
Planning and Degree
been implemented.
Audit solution.
College is working
on ensuring all
students use the
product and work
out any bugs.
4. Deployed new
Just deployed.
application
Limited successes to
management/deployment date, but potential
solution –Apporto - on
to provide support
machines locked down
to computers
21 | P a g e
What challenges
existed or
continue to exist?
Will activity
continue into
AY 15-16?
Will activity
continue into
AY 16-17?*
Keeping
administrative
employees using
new process
rather than
reverting to old
ones requires
regular training
and review.
Project
management
focus and
personnel is
needed to keep
projects moving
forward and
prioritized.
Yes.
No
Each business
area will need to
be trained and
reports built and
customized.
Yes
Yes
Training and
adoption of all
users on campus.
Yes
No
Campus adoption
and compliance
No
No
for security purposes.
5. Created and deployed
2000 virtual desktops to
support academic and
administrative programs.
6. 400 new thin clients
without having to be
physically in front of
items.
This new technology
is one of the most
liberating and
opportunity filled
technologies the
campus has to offer.
Anyone on campus
or off that has
access to a virtual
desktop can access
any software
application, content
or service made
available through
the desktop, no
matter their
location without any
special software
needing to be
installed.
400 new thin clients
represent a
generational leap in
speed and ease of
management in
comparison to the
computers they
replace. They take
much less power,
are compact and
emit little noise or
heat.
Training and
awareness will be
needed as people
become familiar
and realize how
they can leveraged
for school and
work.
Yes
Yes.
None
No
No
* For each activity that will continue into AY 2015-16 and that requires resources, submit a
separate resource request in Section III.
1. Evaluate the success of each activity scheduled, including activities completed and
those in progress. What measurable outcomes were achieved? Did the activities
and subsequent dialogue lead to significant change in service or program success?
Activity scheduled
Completed?
Measurable
Outcomes?
1. Spring Forward
Colleague
Rejuvenation Project
Completed:
Ability for student
to create ed plans.
22 | P a g e
Deployed a new
student degree audit
program (Degree
Audit)
Ability for student
to receive better
orientation.
Did activity lead to significant
change in service or program
success?
Yes. Confidence in ITR has
increased at this complex project
has been managed to
satisfaction of those involved.
ITR is able to better serve its
purpose to enable the use of
more efficient tools to increase
Deployed new
student planning
tool (Colleague
Student Planning)
Deployed new
student orientation
tool (Cynosure)
Deployed new early
alert system for
student retention
Deployed new
finance chart of
accounts (Colleague
Finance)
Deployed new
faculty contracting
system (Colleague
HR)
In Progress:
Migration from old
colleague to SQL 18
2. Deploy new
operational data
warehouse and
business intelligence
reporting tools
3. Deployed new help
desk system and
inventory
management iSupport
23 | P a g e
ODS deployment is
complete. Reports
will be an ongoing
exercise for the next
2 years.
Completed.
Started to track and
more efficiently
resolve help desk
requests. I have
greater insight into
ticket load, ticket
resolution time,
Ability of student
to trigger attrition
alert by inactivity
Tighter
synchronization of
student financials
and account
specifics with
business
operations.
Better employee
contract
management
Better over all
awareness of
Colleague
capabilities and
tools.
service and decrease overhead.
ITR and Student Services will be
able to show a direct correlation
to student success as a result of
these products.
Spring Forward has required a
major change in operations in
the areas it has affected saving
time, but also increasing the
ability of the institution to
address more pressing issues.
The changes have not left ITR
untouched. Running the systems
has required ITR to upgrade
machines these systems run on
as well as provide significant
training to all programmers.
Greater adoption
of Colleague
amongst the
campus
Faster machines
and greater
performance
Each business area
will now be able to
retrieve their own
reports and make
better decisions
accordingly.
Data can now be
analyzed and
visualized for the
common manager
and employee
rather than
institutional
planning resources
Hartnell personnel
can configure
custom forms,
custom workflows,
and custom
integrations.
Workflow is now
possible as
Yes. The new deployment has
caused business units to assess
the reports they have desired in
the past and either determined
they no longer need them or that
they could be improved for
greater benefit.
The process has helped units
request and even build their own
reports with training. This
increases the speed of reports
becoming available therefore
beneficial to the college.
Yes. The system will change
significantly the way we track
requests, respond to clients
issues, communicate before,
during and after a ticket has
been issued.
The software will allow me as a
manager to determine ticket
issue trends, and
communication to
users. Need to enter
in inventory items.
Hartnell ITR
technicians can
write rules which
can be grouped
together to
perform almost
any task we can
imagine.
Better asset
tracking. iSupport
includes scanning
technology that
queries our
networks and
builds databases
with detected IT
assets.
4. Deployed new
remote support
system - Bomgar
5. Deployed new
remote desktop tool
deployment system Apporto
Completed.
Just deployed.
Limited successes to
date, but potential to
provide support to
computers and
iPads without
having to be
physically in front of
items.
Recently deployed,
but benefits have
already been
realized as we have
been able to push
out to all machines
at once or specific
machines the
applications
requested by faculty
members.
Remote access to
computer to
resolve issues is
now possible.
Greater reach with
small team.
Constituents feel
they are getting
more service
faster.
Universal
distribution or
focused
distribution of
applications to
computers with
the push of a
button is now
available.
Increased reach to
greater number of
systems in shorter
amount of time.
Increased
satisfaction and
appreciation of
ITR will attributed
to this tool.
24 | P a g e
loads, resolution speed and
distribution.
This tool should help us become
a better ITR department and
servicer of the campus.
The positive reputation of ITR
has already improved and the
ability of our department to be
aware of and resolve more issues
has increased.
Yes. The Bomgar application
integrated with iSupport, is a
powerful combination that
allows the ITR team to fix issues
without being physically present.
It also allows for remote
conferencing with users in order
to resolve technical issues.
This technology will help us
close the gap on service deficit
currently articulated in surveys
and day-to-day interactions.
Yes. This new tool can make it
possible to distribute to all
computers automatically the
update to java or Silverlight. It
can deploy to a lab or a defined
group of computers, a
specialized application for a
class, a semester, or a year. The
time this app will save us is
immense and resolve the age old
problem of faculty giving us
software requests a week before
school starts.
6. Deployed new
training and one-onone campus support
web conferencing
system –
GotoMeeting
Recently deployed,
but already being
utilized by FRC and
ITR to create ondemand meetings
with vendors and
with campus
constituents.
Delivery of a
Hartnell App Store
will eventually add
additional value to
certain cohorts or
to the entire
campus.
Increased touch to
constituents.
Immediate
webinar or web
conference
initiation is now
possible.
Increased
accessibility of
personnel
regardless of
location to
conduct training
or hold
collaborative
discussion.
Yes. This tool has already been
used over 50 times in 2 months
by ITR to connect with vendors,
clients, classrooms and meeting
participants. The tool is very
easy to use to schedule or start
cold a session and then a
meeting in which information
may be shared. This will yet
another tool we have recently
required to increase our ability
to reach out with a small staff
and look big and responsive. It
has already enhanced our
training and support success
measures.
Access to
whiteboarding,
slide-sharing,
screen sharing or
many other typical
web-conferencing
tools.
7. Deployed paperless
board management
system – BoardDocs
25 | P a g e
Significant time of
the executive
secretary and team
has been saved. The
system mandates
and manages
process of building
and completion of
board agendas and
packets . The system
also manages the
meeting as it occurs
and created
summary notes after
the meeting is over.
Enhanced skill
sets for campus
due to greater
flexibility of
content delivery
Paperless system
has save time and
resources of the
campus.
Board meetings
are better
managed and keep
agenda rolling
forward.
System provides
better research
capabilities for
public to research
Yes. The BoardDocs software
saves incredible amounts of time
for the President’s office, it saves
reams of paper each event, and it
is critical to helping gather and
present data to the board and to
participants.
previous meetings.
System ties board
discussions to
strategic goals.
8.Deployed new
online project
management system
– Smartsheet
9. Deployed new
website and content
management system
10. Created and
deployed 800 virtual
desktops to support
academic and
administrative
programs.
26 | P a g e
Powerful tool that
integrates tightly
with GoogleDocs.
Smartsheet tracks
to-dos and
dependencies as well
as encourages
collaboration of
team members
around a project.
Increased
efficiency and
effective
management.
New website allows
for easy editing of
website content
without technical
experience. New
look and feel is
much more inviting
and representative
of the quality
programs and
personnel at
Hartnell College.
This new technology
is one of the most
liberating and
opportunity filled
technologies the
campus has to offer.
Anyone on campus
or off that has access
to a virtual desktop
can access any
software application,
content or service
made available
through the desktop,
no matter their
location without any
special software
needing to be
installed.
Better
presentation of
Hartnell College
Saved paper.
Greater project
oversight.
Effective
consistent
templates for
spreadsheet
reports.
Distribution of
content
responsibility
Yes. Smartsheet has already
proved useful in moving forward
accreditation deliverables, key
IT projects, room retrofits, and
hardware migrations. The tool is
used primarily by the ITR, but
its is a tool available to the whole
campus. It makes our managers
much more organized, more
efficient and directed as
projects, tasks, and events take
place.
Yes. The new website will change
the perception and role of the
webmaster significantly changes
the way the campus will create,
post and socialize with others
about their contribution.
Lifecycle
management of
content
Greater flexibility
in support
academic and
administrative
users.
Greater range of
possibilities to
deploy software.
Greater support
and maintenance
ease.
Yes. Virtual Desktops have
changed the way we distribute
software to many computers at
once. It allows to respond to as
quickly. VDI is the wave of the
future
11. 300 new thin
clients
12. Deployed 72 new
multi-function
devices to replace
over 300 computers
27 | P a g e
300 new thin clients
represent a
generational leap in
speed and ease of
management in
comparison to the
computers they
replace. They take
much less power,
are compact and
emit little noise or
heat.
Increase
computing quality
across the campus.
New multi-function
devices increase
flexibility and
toolset (print vs.
print, scan, copy,
fax, send to email,
send to folder)
available to campus
constituents.
Tremendous
savings of paper
and toner.
Uniformity of
system across
campus.
Yes. Thin clients year over year
will ensure the computing
environment will be fast and
reliable.
Increased
management of
end user
computing
Decreased burden
of supporting
printers.
Increased access
to printing and
other functions
across campus.
Yes. MFDs have reduced
workloads for IT so that
hundred of calls a year were
printer related. This initiative
will allow to track usage better,
allocate paper funds where
needed and deliver greater
printing flexibility to all
constituents.
III. ANNUAL ACTION PLAN
This section must be completed for ALL services/offices/non-instructional
programs, whether scheduled for annual or comprehensive review in spring
2014.
A. NEW ACTIVITIES
This subsection addresses new activities for, and continuing new activities into, AY 2015-16. An
activity can address many different aspects of your service/office/program, and ultimately is
undertaken to improve, enhance, and or keep your service/office/program current. A new activity may
or may not require additional resources.
1. List information concerning new projects or activities planned. Please keep in mind that
resources needed, if funded, would not be approved until spring 2015 and provided until
FY 2015-16. Ongoing activities involving resources that will no longer be available from
grant funds starting FY 2015-16 must be planned for appropriately.
Activity
1.
Software support
specialist position
2.
Providing ongoing
training for ITR
programmers and
network staff
28 | P a g e
Strategic
Plan
Goal(s)
No. &
Letter
(e.g.,
5A)*
2a,2b,4a,4
c
2a, 2b,3a,
3b,4c,
4d,5a
Related
SAOs, SLOs,
PLOs, or
goals
Desired
Outcome(s)
Resources
Needed
Person
Responsible
Greater
velocity of
campus
project
resolution.
Software
support
specialist to
assist with
software
developmen
t projects
including PC
applications,
Colleague
and related
systems, as
well a
general
hardware
background
for
troubleshoot
ing
Training
dollars
Matt Coombs
Dave Phillips
Increase
personnel
expertise
increasing the
quality of
work
produced and
better use of
the
technology
we already
have
Dave Phillips
Estimated
Date of
Completion
(can be more
than one
year in
length)
Jan 2006
Fall 2016
Comments
3.
Purchase network
and server
monitoring
software
2a,2b,4a,4
c
4.
Purchase Network
switches,
interfaces, and
cabling capable of
handling 10GB
speeds.
1a,2a,2b,3
b,4c,5a
5.
Procure improved
Drupal
development
support
2a,2b,4a,4
c
6.
Enterprise Data
Warehouse
1a,2a,2b,3
b,4c,5a
29 | P a g e
Provides a
precise
picture in
real-time and
historically of
the network
and servers in
the Hartnell
IT
infrastructure
.
Provide
better
network
switches,
interfaces,
and cabling
capable of
handling
10GB speeds.
Currently,
these systems
are
connected at
1GB speeds.
AN expert is
needed to
program
advanced
modules,
database
connectivity,
and features
programming.
Budget
dollars
Matt Coombs
Dave Phillips
Jan 2006
Budget
dollars
Matt Coombs
Dave Phillips
Kerry Gray
Eric Price
Jan 2006
Professional
Services
James Fitch
Fall 2015
Advanced
web reporting
requires a
robust data
modeling and
data
warehousing
experts. This
expert can
help Hartnell
College
resolve a
multi-year
project to
provide the
campus with
research and
reporting
Although
many
modules are
open-sourced,
many
applications
and software
modules that
Budget for
outside
resource
Matt Coombs
Fall 2015
have support
and advanced
features
requires a
purchase.
7.
Deployment of an
Unified Messaging
system (modern
phone system) to
enhance
communication
and collaborative
integration
between key
business units and
the community.
2a,2b,4c,5
a
8.
Grants
Management
software, to give
the grants director
a tool to manage
and oversee all
grants currently in
management
across the college
including budget
and expected
deliverables.
9.
Filling vacancy in
programming staff
to manage and
respond to the
growing burden
2a,
2b,3a,4c,5
a,6a
30 | P a g e
1a,2a,2b,3
c,4c,4d,5a
Provide
reliable and
modern
telephonic
and unified
messaging for
both
academic and
administrativ
e
effectiveness.
Provide fast
end user
computing
units and
reliable
printers,
Reliable
modern
phone system
that does
require a
handset
(phone). A
computer or
cell phone
could be
designated as
a phone is
desired.
Certain
phones on
campus do
not have all
the features
of voicemail
and other
advanced
phone
messaging
capabilities –
this initiative
would
equalize the
entire
campus and
given the
college better
fail-over in
the event of a
communicati
on server
failure.
Better over all
oversight
which will
lead to better
over all
decisions and
priorities as
well as
management
of key
resources.
Unified
Messaging
Equipment,
Phones
Matt Coombs
Fall 2015
No need if
previous
Program Review
item
Grants
Managemen
t Software
Matt Coombs
David Phillips
Jan 2016
No need if
previous
Program Review
item
Better
coverage for
critical
programmatic
requests from
all campus
Full Time
Programmer
Dave Phillips
Matt Coombs
Abel Rodarte
Jan 2016
being placed on IT
to support
business
intelligence,
student success,
program outcomes
and demand
analysis and
campus operations
keyboards,
mice, etc.
Students will
have
confidence in
their
communicati
on systems,
file services,
and virtual
and vendorprovided
software
solutions.
Students will
be able to
access all of
their critical
systems with
one password
online.
10.
Identity
Management
System, to
enhance
integration, secure
data sharing and
collaborative
integration
between key
business systems.
1a,2a,2b,3
b,4c,5a
11.
Deploy
REPLACEMENT
Storage Area
Network - 40TB
1a,4c,5a,6
a
Provide fast,
campus-wide
storage for
backup/disast
er recovery
12.
Increase the reach
of the Professional
Development
Center to better
support the
diverse groups of
Hartnell by
continuing to build
professional
development and
training
opportunities,
including the
deployment of a
student technology
training portal to
1a,2a,2b,3
b,4c,5a
FRC/PDC
offerings
were
delivered
more often
and through
more varied
modalities.
31 | P a g e
Support
services of
the FRC/PDC
helped
develop skill
sets for a
greater
number of
divisions,
enhance
team skill set
to modern
programming
languages,
mobile and
database
integration
Increased
efficiencies
and business
process
connections
for end users.
More
sophisticated
single sign-on
and security
connections
between
applications,
increase
ability for self
service
password
reset.
Makes it
possible to
continue to
grow the
number of
virtual
desktops we
are able to
maintain and
provision to
students and
programs.
Encouraged
environment
for consistent
improvement
and learning
amongst all
Hartnell
employees.
Identity
Managemen
t Server and
Software
Matt Coombs
Dave Phillips
June 2016
Storage
Array
Kerry Gray
Aug 2016
Projector,
Smartboard
equipment,
dedicated
PDC student
worker (1620 hours
weekly)
Megan
Blevins
Laura Lark
Jan 2016
provide studentcentered
technology training
opportunities.
13.
Continue
technology refresh
plan – 400
computers a year
14,
IT Staff ITIL
Certification
Training and
continued VMware
education
32 | P a g e
employees.
Employees
will be
exposed to
new tools
they did not
have access
to before that
will enhance
their jobs.
1a,2a,
2b,4c,5a
1a,2a,
2b,4c,5a
Students will
be better able
to use the
technology
services
available to
them with
better ondemand
training
support
resources.
Employees,
Student’s labs
and
classrooms
will have
brand new
computers,
monitors,
mice and
mice pads.
Campus will
report better
response
service and
resolution
time
Maintenance
of acceptable
level of
computing
capability and
effective tools
on campus
for the
academic and
administrativ
e purposes of
the college.
Increasing the
skill, work
habits and
procedural
experience of
the ITS team
is critical to
taking the
ability of this
group of
dedicated
staff
members to
the next level
of customer
and
technology
support. The
Information
Technology
Infrastructure
Library (ITIL)
advocates
that IT
services must
400 thin
clients
Stephen
Otero
Paul Chen
Jan 2016
Training
budget
dollars
Dave Phillips
Fall 2015
15.
Central
Management of
Campus Cameras
1a,2a,
2b,4c,5a
16.
Network all
projectors
together
3b,4c,5a
Faculty will
report that
their AV
needs are
more
proactively
solved,
reducing
reports of
needed bulb
replacement
or projector
dim
be aligned to
the needs of
the business
and underpin
the core
business
processes. It
provides
guidance to
organizations
on how to use
IT as a tool to
facilitate
business
change,
transformatio
n and growth.
All cameras
on campus
will be
controlled
and managed
centrally.
Additional
cameras will
be added.
Networked
projectors
and
whiteboards
will help ITR
better
manage when
resources
need to be
replaced.
Networked
camera
software
and
additional
cameras
Daniel
Jimmeye
Jan 2016
Projectors,
Smartboard
Equipment,
Daniel
Jimmeye
Jan 2016
* See Appendix A for a list of the 11 goals in the college’s Strategic Plan.
33 | P a g e
Activity 1 – Creating and filling software support specialist position
Currently ITR does not have the resources to troubleshoot and solve software-related issues for the district’s users. Software support
is being performed by the programmers, as well as the program assistants and managers. The number of systems ITR staff is tasked
to implement, maintain, integrate, upgrade and customize is growing steadily, especially with the implementation of the state’s new
student success initiative. Programming and other work is being delayed due to this lower level support that more advanced staff are
performing. The position’s skillset will include PC applications including browsers, Colleague and related systems, as well a general
hardware background for troubleshooting.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the district’s professional development goals by providing systems that are reliable and up-to-date, allowing users to
learn new features and take advantage of the very latest versions of current software.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
NO
If yes, describe the action plan for completion of this activity.
34 | P a g e
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased satisfaction amongst the district’s computer users from increased response time to solve problems, as well as more
reliable software systems in general due to the support specialist’s efforts in maintaining the systems.
c) What are the barriers to achieving success in this activity?
Finding and attracting the talent to Hartnell College. Ongoing funding that will be required for the position.
Activity 2 – Providing ongoing training for ITR programmers and network staff
The software systems Hartnell uses is constantly changing, and training is required to keep the staff knowledgeable and provide
them with up-to-date skills. Training is needed in the areas of Microsoft Active Directory, Group Policy Objects, Sharepoint, TSQL programming language, .NET programming language, and other Ellucian technologies. Funding is required yearly to provide
these valuable training classes.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the campus human resources professional development goals by providing readily available training programs in subject
areas relevant to maintaining and improving the district’s software and network systems.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
35 | P a g e
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased productivity amongst ITR software staff, resulting in increased satisfaction from users. Quicker response to state and
federally mandated system changes. Reduced costs for consulting needed due to lack of software skillset.
c) What are the barriers to achieving success in this activity?
Finding the time away from current projects for staff to attend classes. Funding required as classes are generally fairly
expensive. More advanced courses are usually only offered a couple of times each year.
Activity 3 – Purchase network and server monitoring software
This software will provide a precise picture in real-time and historically of the network and servers in the Hartnell IT infrastructure.
Hartnell does not currently have a comprehensive system in place for monitoring, making the highlighting of network bottlenecks and
server problems problematic and reactive instead of proactive. The district is currently experiencing intermittent network congestion
during peak usage times, and the monitoring system will help identify where the problems are.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
36 | P a g e
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased reliability of IT systems, fewer unplanned outages, and faster troubleshooting by ITR software staff, resulting in
increased satisfaction from users. Improved planning processes for infrastructure upgrades.
c) What are the barriers to achieving success in this activity?
Funding required as this software is expensive. Implementation and baseline activities are time-consuming.
Activity 4 – Provide 10GB connectivity to all servers and storage devices
This activity involves the purchasing of hardware such as network switches, interfaces, and cabling capable of handling 10GB speeds.
Currently, these systems are connected at 1GB speeds.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
37 | P a g e
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased performance and reduction in complexity of current connected systems. Provides a modern backbone for improved
scalability, capacity. Improved response times for PC applications, virtual desktops, and storage devices.
c) What are the barriers to achieving success in this activity?
Funding. Some downtime will be required to implement the changes.
Activity 5 – Procure improved Drupal development support.
The new Drupal website needs additional development such as advanced modules, database connectivity, and features
programming. An expert in Drupal programming is needed on an ad-hoc basis to program and implement these additions.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
38 | P a g e
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased satisfaction by users, and increased performance and reliability of the website for students, faculty, and staff.
c) What are the barriers to achieving success in this activity?
Finding an expert-level support person knowledgeable in the many modules ion a layered Drupal website.
Activity 6 –Enterprise Data Warehouse Professional Services
Advanced web reporting requires a robust data modeling and data warehousing experts. This expert can help Hartnell College resolve
a multi-year project to provide the campus with research and reporting Although many modules are open-sourced, many applications
and software modules that have support and advanced features requires a purchase.
SLO Supported
Academic and Administration
Providing reliable business intelligence for the operation of academic and administrative environments.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
39 | P a g e
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
Yes
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased satisfaction by users, due to the ability to rapidly implement new features and directions as dictated by the web
committee.
c) What are the barriers to achieving success in this activity?
Funding and programmatic support from the campus.
Activity 7 – Deployment of a Unified Messaging system
Deployment of a Unified Messaging system to enhance communication and collaborative integration between key business units and
the community. Unified messaging (or UM) is the integration of different electronic messaging and communications media (e-mail,
SMS, fax, voicemail, video messaging, etc.) technologies into a single interface, accessible from a variety of different devices. While
traditional communications systems delivered messages into several different types of stores such as voicemail systems, e-mail
servers, and stand-alone fax machines, with Unified Messaging all types of messages are stored in one system. Voicemail messages,
for example, can be delivered directly into the user's inbox and played either through a headset or the computer's speaker. This
simplifies the user's experience (only one place to check for messages) and can offer new options for workflow such as appending
notes or documents to forwarded voicemails. This activity can significantly enhance communication and dropped opportunities to
assist and help.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the campus human resources professional development goals by providing readily available training programs in relevant
subject areas in multiple formats at variable times of the day and evening.
40 | P a g e
Provide course content development support and faculty software and technical training to enhance the quality of instruction,
methods and content.
SPGs Supported
Goal 4B: Hartnell College is committed to having its physical plant, furnishings, and grounds maintained and replaced in a planned
and scheduled way to support learning, safety, security, and access.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
a) What measureable outcomes are expected from this activity? List indicators of
success.
Messages will be more visible and less siloed making people easier to reach and issues quicker resolved.
Some employees on campus don’t even have voice mail so the leap in features will be welcomed.
Users of the UM system will report additional efficiencies in communication and enhanced productivity in ways that benefit the
campus and students.
b) What are the barriers to achieving success in this activity?
Overall switch from one phone system to another. It will most likely require a learning curve and meet some resistance.
Activity 8 – Grants Management Software
Grants Management software, to give the grants director a tool to manage and oversee all grants currently in management across
the college including budget and expected deliverables. Each grant awarded, and we have many, commits us to do what we said we
would do when “selling” the granting body on Hartnell versus another college. Once we are awarded we have reporting
responsibilities, fiscal management burden and execution requirements. Grant Management won’t do our work for us, but it will lift
some of the burden to manage the money and personnel specifics to make sure budgets are maintained and deliverables are tracked.
This software would remove some of the day to day overhead releasing our talent to look for new opportunities.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
41 | P a g e
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the campus human resources professional development goals by providing readily available training programs in relevant
subject areas in multiple formats at variable times of the day and evening.
Provide course content development support and faculty software and technical training to enhance the quality of instruction,
methods and content.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4B: Hartnell College is committed to having its physical plant, furnishings, and grounds maintained and replaced in a planned
and scheduled way to support learning, safety, security, and access.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
b) What measureable outcomes are expected from this activity? List indicators of
success.
Grants management systems ensure a campus maintains a good reputation due to remaining in tight compliance with grant
requirements. Hartnell should expect to credit more grants being secured by allowing the development office to worry less about
the minutia and more about the opportunities.
Users of the grants management system will report additional time to do other things that benefit the campus and students.
c) What are the barriers to achieving success in this activity?
Implementation and full utilization of the system requires full engagement with the deployment process to ensure the rules are set
up appropriately for our school and the types of grants we secure.
42 | P a g e
Activity 9 - Filling vacancy in programming staff to manage and respond to the
growing burden being placed on IT to support business intelligence, student success,
program outcomes and demand analysis and campus operations
ITR has been down a developer for almost 5 years. The number of systems ITR is asked to implement, maintain, integrate, upgrade
and customize is daunting for 3 developers. There is a significant need to increase the skill set present at Hartnell college to maintain
some of the newer systems deployed at Hartnell as well as take advantage of technologies that Hartnell will be expected to deploy in
the future. These skills are hard to develop under the load our current developer are carrying. They are hard to develop period. They
can be acquired much quicker through a new hire which could then be asked to focus on the newer systems of the college.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the campus human resources professional development goals by providing readily available training programs in relevant
subject areas in multiple formats at variable times of the day and evening.
Provide course content development support and faculty software and technical training to enhance the quality of instruction,
methods and content.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
43 | P a g e
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased skillset in the stable of developers in ITR. This means enhanced capabilities and better run projects.
Skillsets will include mobile development and web services integration experience. This will present new solutions and better
integration for the college in the future.
c) What are the barriers to achieving success in this activity?
Finding and attracting the talent to Hartnell College.
Activity 10 - Deployment of an identity management system
Deployment of an identity management system to enhance integration, secure data sharing and collaborative integration between
key business systems. This activity and technology is critical to integrating systems on campus together and with systems off campus
when that opportunity arises. This technology allows a top level security negotiator to exist that allows two completely different
systems using different authentication methods to talk to each other at the process level, not just data.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the campus human resources professional development goals by providing readily available training programs in relevant
subject areas in multiple formats at variable times of the day and evening.
Provide course content development support and faculty software and technical training to enhance the quality of instruction,
methods and content.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
44 | P a g e
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
b) What measureable outcomes are expected from this activity? List indicators of
success.
Reported ease of use of combined technologies such as self-service password reset for all system the constituent would log into or
tight integration between all applications a user could have access to logging first into a portal or a mobile app. 75% people would
report success in interacting with multiple vendor systems without having to log in again.
Reported benefit from not having to have multiple logins for the systems needed for academic or administrative work. 80% of
students of employees will report satisfaction with the benefit or changed experience after technology is deployed.
c) What are the barriers to achieving success in this activity?
Skill sets would need to be developed and be essential to an install.
Activity 11 –Replace backup/disaster recovery storage system.
Hartnell’s existing storage system used for backup operations and disaster recovery will go off warranty during the coming year.
Acquiring maintenance support on the system will become problematic and expensive. The current maintenance provider, Coraid, has
just filed for bankruptcy, so ongoing support from this vendor is not recommended.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
45 | P a g e
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
b) What measureable outcomes are expected from this activity? List indicators of
success.
Ability to recover from hardware or software failures in critical systems such as Colleague, Active Directory, SARS, Matrix, and
other district systems will be achieved. Test recovery scenarios can be practiced to prepare for such an event.
c) What are the barriers to achieving success in this activity?
Funding.
Activity 12 – Increase the reach of the Professional Development Center to better
support the diverse groups of Hartnell.
As the Professional Development Center (PDC) grows, the need to flex with the audience it supports increases. Current trends reveal a
need for improved support of student and non-faculty employee groups, as well as the need for training that is on-demand, just-intime, and self-paced. To best meet those needs, the PDC staff will need a fully equipped smart classroom, the addition of a dedicated
student worker who will afford the Instructional Technologists with more time to produce student-centered training materials, and
ongoing training in upcoming instructional technologies.
SLOs Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
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Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Pedagogical Development Support/Professional Development Support
Support the campus human resources professional development goals by providing readily available training programs in relevant
subject areas in multiple formats at variable times of the day and evening.
Provide course content development support and faculty software and technical training to enhance the quality of instruction,
methods and content.
Educational Environment Technologies
Providing reliable operation of campus enhanced technology in the classroom.
Provide faculty with responsive support and technology tools to enhance their ability to deliver quality education.
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong learning opportunities—with
seamless pathways—to all of the college’s present and prospective constituent individuals and groups.
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 3A: Hartnell College is committed to 1) increasing diversity among its employees; 2) providing an environment that is safe for
and inviting to diverse persons, groups, and communities; and 3) becoming a model institution of higher education whose respect
for diversity is easily seen and is fully integrated throughout its policies, practices, facilities, signage, curricula, and other
reflections of life at the college.
Goal 3B: To attract and retain highly qualified employees, Hartnell College is committed to providing and supporting relevant,
substantial professional development opportunities.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
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b) What measureable outcomes are expected from this activity? List indicators of
success.
Increase the number of student tutorials available by 6.
Increase the number of non-faculty members trained through the PDC by 4 per month.
Reported and trackable satisfaction with support given at the PDC by instructional technologists via post training surveys and semiannual survey. 80% will indicate satisfaction.
Frequency and number of training offered with attendees both remote and in person tracked by after training or assistance survey.
10 trainings a month with remote attendees.
Number of iSupport or scheduled Google form sessions with virtual helpers/designers. 10 a month
c) What are the barriers to achieving success in this activity?
Fear of technology from certain faculty could prohibit adoption.
Technology will rely on an in person designer/trainer to set the virtual person up. The process needs to be quick and painless
Activity 13 – Continue Technology Refresh Plan – 400 Computers a year
Maintenance of acceptable level of computing capability and effective tools on campus for the academic and administrative purposes
of the college.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 3B: To attract and retain highly qualified employees, Hartnell College is committed to providing and supporting relevant,
substantial professional development opportunities.
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Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
a) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
b) What measureable outcomes are expected from this activity? List indicators of
success.
Increased and more regimented and documented help desk and management processes.
More sophisticated and organized schedule of preventative as well as service requested actions and tasks. Hardware, systems, and
people will be better managed.
c) What are the barriers to achieving success in this activity?
IT team members may not put the principles into practice.
Activity 14 - IT Staff ITIL Certification Training and continued VMware education
Increasing the skill, work habits and procedural experience of the ITS team is critical to taking the ability of this group of dedicated
staff members to the next level of customer and technology support. The Information Technology Infrastructure Library (ITIL)
advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides
guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth.
The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT
requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and
improvement phase of the service.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Support the student learning environment
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
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Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 3B: To attract and retain highly qualified employees, Hartnell College is committed to providing and supporting relevant,
substantial professional development opportunities.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
Goal 5A: Hartnell College will provide programs and services that are relevant to the real-world needs of its diverse student
population, while also developing and employing a culture of innovation that will lead to improved institutional effectiveness and
student learning.
d) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
e) What measureable outcomes are expected from this activity? List indicators of
success.
Increased and more regimented and documented help desk and management processes.
More sophisticated and organized schedule of preventative as well as service requested actions and tasks. Hardware, systems, and
people will be better managed.
f) What are the barriers to achieving success in this activity?
IT team members may not put the principles into practice.
Activity 15 – Central Management of Campus Cameras
Hartnell currently uses Honeywell software to manage cameras through its campus locations. This software has proved to be
unreliable, difficult to keep current and configure. Additionally, the support organization we rely on to help us resolve issues with the
cameras often over charge us for services rendered. It would be
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
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Assist in automation of planning, maintenance of support and campus operations.
Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
g) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
h) What measureable outcomes are expected from this activity? List indicators of
success.
Safer, more reliable campus. The campus will be notified automatically when any cameras are inoperable or not working.
The campus will report feeling safer knowing the cameras are always operational.
The campus will realize fewer theft and lost property.
i) What are the barriers to achieving success in this activity?
Determining whether calling in support company is more cost effective that paying a management fee to an outside agency.
Activity 16 – Network enable and Central Management of AV Projectors
Hartnell currently uses Epson or Sony projectors. All can be networked through the campus network so they can be controlled as well
as report their own status. Once connected to the network, ITR can turn off units remotely if left on, they can set enterprise rules for
auto/off after a certain time frame or time of day.
SLO Supported
Academic and Administration
Providing reliable technological environment for and operation of campus computing systems, communication systems, file
services, and virtual and vendor-provided software solutions.
Develop information technology solutions for services that are requested by administration, divisions, departments and programs.
Planning, Purchasing and Asset Management
Support the campus in planning and purchasing technology
Assist in automation of planning, maintenance of support and campus operations.
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Educational Environment Technologies
Support and deliver on campus enhanced technology plans required by divisions, departments, programs and students.
SPGs Supported
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning environment to help students pursue
and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning environment that addresses and meets
the diverse learning needs of students.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure that serves the needs of students and
employees.
j) Does this activity span multiple years?
No
If yes, describe the action plan for completion of this activity.
k) What measureable outcomes are expected from this activity? List indicators of
success.
Safer, more reliable campus. The campus will be notified automatically when any cameras are inoperable or not working.
The campus will report feeling more assured knowing the projectors are being more closely monitored and proactively maintained
so there is less chance of a burned out bulb or other issue prohibiting effective operation,.
l) What are the barriers to achieving success in this activity?
Budget dollars and enough ports on switches supporting the relevant classrooms.
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B. RESOURCE REQUESTS
If new/additional resources are needed for your service/office/program, it is important that you
identify them and project their cost, and that these resources and costs be considered through the
College’s integrated planning (governance, budget development, funding decision making, and resource
allocation) processes. A resource is likely to be something needed to support an activity that you have
identified in IIIA. above, in which case you must link the resource with a specific activity number (first
column below). All resource requests completed in the various columns of a specific row
must be linked to the new or continuing activity numbered on the first column of that
same row. A resource could also be something necessary for your service/program to function
properly to improve student learning, such as updated equipment in a room/facility; in such case be
sure to note that the resource is NOT tied to a specific activity.
Activit
y No.
1.
2.
1.
1.
Personnel
Classified
Staff/
Faculty
(C/F/M)*
M – Director of
IT (Hardware)
C – Software
Support
Specialist
C – Computer
Technician
Supplies/
Equipment
(S/E)**
Technology
Hardware/
Software
(H/S)***
4.
6.
11.
12.
Scienc
e Labs
Project
ed
Costs
90,000
25,000
80,000
Drupal
Support
EDW
Services
10,000
80,000
H - Unified
Messaging
Phone System
S - Grants
Management
Software
8.
Library
Material
s
70,000
includes
burdens
70,000
includes
burdens
70,000
includes
burdens
5.
7.
Travel
120,000
AD/GPO/SQL/C
olleague
Training
S - Network
Monitoring
Software
H - 10GB
infrastructure
for servers
3.
10.
Training
C – Student
Focused Help
Desk Support/
Academic
Support
2.
9.
Contract
Services
300,000
30,000
C -Programmer
Analyst
90,000
S - Identity
Management
Server
H –Replace
backup/disaste
r storage
system
H, S – Increase
the capabilities
of the PDC
5,000
55,000
60,000
20,000
13.
14.
15.
16.
H – Continue
Refresh Plan
IT Staff ITIL
Certification
Training
H, E, S - Central
Management
of Campus
Cameras
E - Network &
Centrally
Manage AV
Projectors
250,000
15,000
38,000
25,000
Total
* Personnel: Include a C, F, or M after the amount to indicate Classified Staff, Faculty, or Manager.
** S for Supplies, E for Equipment. If additional supplies, for example, are needed for ongoing activities, this
should be requested through the budget rollover process.
*** H for Hardware, S for Software.
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1,498,000
APPENDIX A. Strategic Priorities & Goals
(from Hartnell College Strategic Plan 2013-2018)
Priority 1: Student
Access
Goal 1A: Hartnell College will provide higher education, workforce development, and lifelong
learning opportunities—with seamless pathways—to all of the college’s present and prospective
constituent individuals and groups.
Priority 2: Student
Success
Goal 2A: Hartnell College will provide a supportive, innovative, and collaborative learning
environment to help students pursue and achieve educational success.
Goal 2B: Hartnell College will provide a supportive, innovative, and collaborative learning
environment that addresses and meets the diverse learning needs of students.
Priority 3: Employee
Diversity and Development
Goal 3A: Hartnell College is committed to 1) increasing diversity among its employees; 2)
providing an environment that is safe for and inviting to diverse persons, groups, and
communities; and 3) becoming a model institution of higher education whose respect for
diversity is easily seen and is fully integrated throughout its policies, practices, facilities, signage,
curricula, and other reflections of life at the college.
Goal 3B: To attract and retain highly qualified employees, Hartnell College is committed to
providing and supporting relevant, substantial professional development opportunities.
Priority 4:
Effective Utilization of Resources
Goal 4A: To support its mission, Hartnell College is committed to the effective utilization of
its human resources.
Goal 4B: Hartnell College is committed to having its physical plant, furnishings, and grounds
maintained and replaced in a planned and scheduled way to support learning, safety, security,
and access.
Goal 4C: Hartnell College will maintain a current, user-friendly technological infrastructure
that serves the needs of students and employees.
Goal 4D: Hartnell College is committed to maximizing the use and value of capital assets,
managing financial resources, minimizing costs, and engaging in fiscally sound planning for
future maintenance, space, and technology needs.
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Priority 5:
Innovation and Relevance for Programs and Services
Goal 5A: Hartnell College will provide programs and services that are relevant to the realworld needs of its diverse student population, while also developing and employing a culture of
innovation that will lead to improved institutional effectiveness and student learning.
Priority 6: Partnership
with Industry, Business Agencies and Education
Goal 6A: Hartnell College is committed to strengthening and furthering its current
partnerships, in order to secure lasting, mutually beneficial relationships between the college
and the community that the college serves.
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