Queens University of Charlotte
Information Technology Services
Bridge to 2012
Strategic Plan & Action Items
Prepared by:
John E. Champion
AVP & CIO
November 3, 2011
Table of Contents
EXECUTIVE SUMMARY...................................................................................................................................................................... 3
CURRENT STATE OF TECHNOLOGY AT QUEENS...................................................................................................................... 3
DESIRED STATE OF TECHNOLOGY AT QUEENS ....................................................................................................................... 3
MISSION ................................................................................................................................................................................................. 4
VISION .................................................................................................................................................................................................... 4
VALUE STATEMENT........................................................................................................................................................................... 4
STRATEGIC GOALS ............................................................................................................................................................................. 4
GOAL 1: ESTABLISH AN INFORMATION TECHNOLOGY SERVICES (ITS) ORGANIZATION STRUCTURE, AND OPERATIONAL
INFRASTRUCTURE, CAPABLE OF SUPPORTING QUEENS’ FACULTY, STAFF, AND STUDENTS. ....................................................................... 4
Guiding Principles .................................................................................................................................................................................................... 4
Organizational Structure ..................................................................................................................................................................................... 5
Job Descriptions and Performance Metrics .................................................................................................................................................. 6
Training & Skill Development............................................................................................................................................................................. 6
Operating Processes & Standards ..................................................................................................................................................................... 6
GOAL 2: DESIGN, IMPLEMENT, AND SUPPORT A STABLE TECHNOLOGY INFRASTRUCTURE THAT MEETS THE CAMPUS NEEDS OF
TODAY WHILE PREPARING FOR TOMORROW. ..................................................................................................................................................... 7
Workstation Management ................................................................................................................................................................................... 7
Network Infrastructure ......................................................................................................................................................................................... 7
Server Maintenance/Improvement Plan ....................................................................................................................................................... 8
Mobile computing standards .............................................................................................................................................................................. 8
GOAL 3: ENSURE THE SECURITY AND INTEGRITY OF CAMPUS DATA. ............................................................................................................. 8
GOAL 4: LEVERAGE TECHNOLOGY TO IMPROVE BUSINESS OPERATIONS AND MAXIMIZE UNIVERSITY RESOURCES. .............................. 9
Establish Technology Portfolio Management Process ............................................................................................................................ 9
Redeploy Jenzabar ................................................................................................................................................................................................... 9
Account Provisioning/Management Review .............................................................................................................................................10
Email Analysis ..........................................................................................................................................................................................................10
Portal Analysis .........................................................................................................................................................................................................10
Unified Printing/Copy Solution Analysis .....................................................................................................................................................10
GOAL 5: LEVERAGE TECHNOLOGY TO SUPPORT ACADEMIC INITIATIVES AND MAXIMIZE UNIVERSITY RESOURCES. ............................11
Classroom Configuration Standards .............................................................................................................................................................11
Redeploy Moodle .....................................................................................................................................................................................................11
Extend Google Education Apps ........................................................................................................................................................................11
GOAL 6: CAMPUS TRAINING AND OUTREACH ..................................................................................................................................................12
KEY CONSTRAINTS .......................................................................................................................................................................... 13
SUMMARY OF ACTION ITEMS....................................................................................................................................................... 13
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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Executive Summary
Modern technology is critical in higher education today. The students, faculty, and staff we serve have
come to expect technology solutions that are as ubiquitous as those that power nearly every facet of their
personal lives. They expect the course registration process to be as easy as searching the music catalog
on iTunes; bill payment to function as seamlessly as the web interface their bank provides; collaboration
and information sharing as fast and reliable as facebook; and data reporting functions that provide realtime analysis capabilities.
To be successful in meeting enrollment growth goals; endearing ourselves to alumni; attracting and
retaining high quality faculty/staff; and being recognized as a leading comprehensive university we must
take a strategic approach to technology acquisition, management, and support. This plan was developed
to enable Queens to establish a technology foundation to build upon, while facing an environment of
increasingly constrained resources that require greater efficiency than ever before.
In order to begin positioning technology as a strategic tool, Queens must have a strategic plan. This
bridge plan has been prepared by the newly hired Chief Information Officer, and vetted through the
campus Senior Leadership Team, to provide Queens with a structure and foundation to build upon.
Future versions will be developed in consultation with an Information Technology Portfolio Management
Process that will be formed as an action item within this plan.
Current State of Technology at Queens
Information Technology services at Queens has evolved through tactical responses to day-to-day issues
over the last 15 years from a one-person operation to encompass two distinct units spanning Business
and Academic Affairs. In order to meet the growing needs of the campus community we will need to
transform from the current structure to an intentional four-unit structure with areas of specialization
and responsibility.
The current state of technology at Queens can be classified as:




Reactionary.
Pieced together without clear guiding standards for interoperability or sustainability.
Disintegrated systems for one-off problems rather than holistic solutions for campus needs.
Antiquated hardware infrastructure that is incapable of supporting growth.
Desired State of Technology at Queens
We aspire to be leaders in our peer group and across the nation. Not having invested heavily in
technology infrastructure over the past 15 years has, in some ways, positioned us with an opportunity to
leap-frog universities that have made significant investments that now limit them to incremental
improvements to technology solutions that are no longer on the “cutting edge”. By leveraging modern
solutions, Queens can develop a technical infrastructure that requires less FTE to maintain and support,
while delivering enhanced levels of functionality to campus users.
Strategic, proactive, and intentional actions over the coming year will position Queens to provide a stable
and secure technology foundation that can be supported with an industry leading student to IT staff ratio.
Through the actions in support of this plan, we will provide our customers with transparent solutions
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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that allow their focus to remain on the teaching, learning, and business operational goals the university
has defined, rather than on the technology tools being used.
Mission
Information Technology Services at Queens University of Charlotte creates and supports a stable and
user-friendly computing environment that empowers the students, faculty, and staff we serve.
Vision
Information Technology Services will transparently provide reliable technology solutions that empower
faculty, staff, and students to focus on what they need to do, rather than the technology tools they use to
do it.
Value Statement
DO THE RIGHT THINGS and DO THINGS RIGHT
We are driven by the teaching and learning mission of the university, which seeks to transform the lives
of the students who choose Queens. We partner with the faculty, staff, and students we serve to
understand their computing needs and measure our success through theirs.
In serving a diverse customer base, with a wide range of needs, it is imperative that we understand the
goals and objectives of the university and appropriately align our resources. We will be diligent and
compassionate as we balance customer service with customer support to deliver sustainable solutions
that meet the needs of the greater Queens community and maximize university resources.
We will:
 Listen to our customers to understand their functional needs.
 Provide positive, solutions based thinking.
 Act proactively and with purpose.
 Communicate to ensure transparency.
 Deliver on commitments.
Strategic Goals
Goal 1: Establish an Information Technology Services (ITS) organization structure, and operational
infrastructure, capable of supporting Queens’ faculty, staff, and students.
This goal is the foundation for all Information Technology (IT) services on campus for the duration of this
plan, and beyond. It is intended to provide an identity for the Information Technology Services (ITS)
organization, bring clarity with respect to the roles and responsibilities of ITS to our customers, and
establish a foundation to build a high level of technology service through this plan and beyond.
Guiding Principles
ITS will be guided by a clear mission, vision, and value statement. ITS has developed draft
compositions for these guiding principles internally, and will seek campus adoption/ratification.
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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Once adopted, these principles will drive all units within ITS as we strive to serve our campus
customers.
Action
Draft Mission
Draft Vision
Draft Values Statement
Ratification by Campus Leadership
Start By
September 2011
September 2011
September 2011
October 2011
Complete By
October 2011
October 2011
October 2011
November 2011
Organizational Structure
Information Technology Services (ITS)
The office of Information Technology Services group has been reorganized into four operating
units. We will work to complete the transition over the course of this plan.
Each organizational unit within ITS has a primary focus with specialized roles and responsibilities,
but will collectively be one team that works together to meet the computing needs of the Queens
community. The four ITS units are: Network Services, Enterprise Application Services, Classroom
& Media Services, and User Support Services.
“Service” is the intentional focus for each unit as we work with the faculty, staff, and students
across campus to understand instructional and business needs, then work to deliver sustainable
solutions.
Network Services
The Network Services unit is responsible for the technical infrastructure of the university. This
includes:
 Network Connectivity
 Network Monitoring
 Server Administration, Management, and Security
 Active Directory
 Email
Enterprise Application Services
The Enterprise Application Services unit is responsible for supporting the wide array of
applications utilized across the enterprise, and ensuring that these systems meet the functional
needs of campus faculty, staff, and students. This primarily includes:
 Enterprise Resource Planning (ERP) – principally Jenzabar
 Learning Management System (LMS) – principally Moodle
 Portal (MyQueens) operations
 Data integrations
 Data reporting
Classroom & Media Services
The Classroom & Media Services unit is responsible for supporting campus audio and video needs.
This includes:
 Event production services (lighting, audio, recording)
 Post production editing, and distribution
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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
Classroom technology support & maintenance
User Support Services
The User Support Services unit provides front-line support to campus faculty, staff, and students.
Their primary areas of focus include:
 Helpdesk support
 Desktop management services
 Printing support
 Lab management and operations
Action
Develop organizational structure
Obtain leadership approval
Communicate to campus
Identify remaining resource gaps
Prioritize need for additional resources
Identify funding
Achieve a student to ITS staff ratio of 1:160
Start By
September 2011
October 2011
October 2011
October 2011
November 2011
December 2011
TBD
Complete By
October 2011
October 2011
October 2011
November 2011
December 2011
TBD
TBD
Job Descriptions and Performance Metrics
As we transition from a culture of technology “generalists” to one of “specialists” it is imperative
that we have clarity with respect to individual roles and responsibilities. Each position will have a
revised, and well defined job description and performance plan that will guide performance
expectations and clarify career progression paths within ITS.
Action
Revise job descriptions
Develop performance plans
Start By
October 2011
December 2011
Complete By
December 2011
January 2012
Training & Skill Development
Increasing reliance on technology solutions to power instructional and business operations on
campus requires a commitment to professional development efforts within the ITS organization.
A comprehensive analysis will need to be completed to identify the specific skill gaps that exist
within ITS, and a plan will need to be developed and funded for developing the necessary skills to
support a robust computing environment.
Action
Start By
Skill analysis
September 2011
Develop professional development plans (in support January 2012
of performance plans)
Identify/Obtain funding
October 2011
Execute professional development plan
February 2012
Complete By
January 2012
February 2012
November 2011
Ongoing
Operating Processes & Standards
In order to ensure clarity and transparency, ITS will need to take immediate action to stabilize
user support services. These efforts will be ongoing and will be supported by the development
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
Page 6 of 15
and distribution of process and system documentation, along with regular communication
opportunities for campus customers with ITS leadership.
Action
Restructure ITS Helpdesk
Establish baseline Helpdesk training
Develop Helpdesk documentation
Restructure ITS web information
CIO communication to campus
Start By
October 2011
October 2011
October 2011
December 2011
October 2011
Complete By
November 2011
December 2011
Ongoing
May 2012
Ongoing
Goal 2: Design, implement, and support a stable technology infrastructure that meets the campus
needs of today while preparing for tomorrow.
In order to ensure a stable technology infrastructure to support all campus computing initiatives Queens
will need to invest in our technical infrastructure, and possibly reallocate existing technology acquisition
funds. By developing standards and action plans to address Workstation Management, Network
Connectivity, Server Management, and Mobile Computing Standards the campus will ensure that all
campus customers have the tools they need and ITS is able to support and maintain a stable computing
environment.
Workstation Management
In order to maximize the university’s return on all funds expended for user workstations (PC &
Mac), the university will need a standardized process for purchasing, replacing, and managing all
campus machines. ITS will need to complete a comprehensive inventory of all workstations on
campus, develop a centralized replacement plan/schedule, develop modern methods for imaging
all campus computers, and capitalize on bulk purchasing options.
Action
Workstation inventory
Develop workstation replacement plan
Identify/obtain workstation replacement funds
Analyze imaging options
Determine appropriate imaging solution
Identify/obtain imaging solution funds
Acquire imaging solution
Implement imaging solution
Start By
November 2011
January 2012
February 2012
November 2011
December 2011
January 2012
TBD
TBD
Complete By
January 2012
February 2012
TBD
December 2011
January 2012
TBD
TBD
TBD
Network Infrastructure
The Queens network architecture is the backbone for all computing on campus. This includes the
fiber coming into and around campus, as well as the switches and hubs throughout campus. We
must have sufficient and stable connectivity both to and within campus. Due to lack of internal
resources and knowledge sets, we will need to engage an outside consulting firm to assist in
analyzing our current architecture and mapping out a desired state that we can build toward.
Action
Document existing architecture
Complete network assessment
Develop desired architecture model
Start By
September 2011
October 2011
December 2011
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
Complete By
October 2011
December 2011
January 2012
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Develop network refresh plan
Identify/Obtain funding
Execute network refresh plan
January 2012
March 2012
TBD
March 2012
TBD
TBD
Server Maintenance/Improvement Plan
The Queens data center and servers power all enterprise applications on campus. This includes
hosting for our ERP (Jenzabar), Active Directory, Exchange (Email), the campus Portal system
(MyQueens), the Learning Management System (Moodle) and a number of other mission critical
systems. In order to keep high uptime and stability for these systems, we must have a secure,
stable, and well managed data center that contains sufficient capacity for data storage and
application processing.
The current data center is located in the basement of the Walker Science building. There are a
number of concerns with the current data center location ranging from power supply, to plumbing
pipes in the server room, to the fact that it is below ground in a historic building. A complete
assessment needs to be conducted of the current data center culminating in a comprehensive plan
for ensuring a stable and secure infrastructure to support the various mission critical enterprise
applications that campus users rely upon.
Due to the lack of internal resources and knowledge sets within ITS, we will need to engage an
outside consulting firm to assist in analyzing our current server environment and mapping out a
desired state that we can build toward.
Action
Document existing server architecture
Conduct data center analysis
Develop desired data center model
Develop data center transition plan
Identify/Obtain funding
Execute data center transition plan
Start By
September 2011
October 2011
December 2011
January 2012
March 2012
TBD
Complete By
October 2011
December 2011
January 2012
March 2012
TBD
TBD
Mobile computing standards
As the sophistication of mobile devices advances, and the expectations of our campus users grow,
Queens must look to proactively prepare for the support of mobile computing. This includes the
need to define and document supported devices, produce and publish resources for campus users,
and stay current with evolving trends with technology in higher education.
Action
Document current support standards
Produce and publish support resources
Train Helpdesk staff
Develop mobile computing plan
Start By
November 2011
December 2011
December 2011
2012-2017 plan
Complete By
December 2011
February 2012
February 2012
2012-2017 plan
Goal 3: Ensure the security and integrity of campus data.
Data is the driving force for making informed business decisions. The data collected in campus
enterprise systems must be secure, reliable, and available. It is everyone’s responsibility to safeguard
Queens’ business and student data, but ITS must provide leadership in securing our backend systems and
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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educating the campus community with respect to best practices. ITS must also take a leadership role in
shaping, monitoring, and enforcing security policies and the associated logical (technology assisted) and
physical controls.
Action
Develop Queens Information Security policy
Distribute Information Security policy
Develop Change Management process
Develop and implement Password policy
Develop and implement ERP access audit process
Conduct a campus wide PCI audit
Partner with legal counsel to develop university
FERPA training
Start By
December 2011
February 2012
December 2011
January 2012
February 2012
January 2012
February 2012
Complete By
February 2012
Ongoing
January 2012
March 2012
March 2012
March 2012
April 2012
Goal 4: Leverage technology to improve business operations and maximize university resources.
Queens has made significant investments in enterprise solutions that are designed to simplify
administrative functions and provide the university with real time data that can be interpreted as
information to power strategic decision-making. ITS must take a leadership role in assisting the business
units across campus in maximizing the returns on these investments. ITS will partner with business
units to understand functional operational needs, prioritize resource allocations, deploy and configure
systems that meet defined and documented user needs, and support users to make operations more
efficient.
Establish Technology Portfolio Management Process
In order to ensure that university resources are being allocated to the most appropriate
objectives, a Technology Portfolio Management Process must be defined and communicated to
campus. The projects and initiatives underway and the pending technology priorities must be
clear and available to all campus customers.
Action
Conduct a comprehensive software audit
Establish a clear software purchasing process
Establish a Technology Portfolio Management
Process
Communicate software purchasing process
Communicate portfolio management process
Start By
October 2011
December 2011
November 2011
Complete By
November 2011
January 2012
December 2011
January 2012
December 2011
January 2012
Ongoing
Redeploy Jenzabar
A comprehensive analysis of Jenzabar utilization needs to be conducted, followed by a methodical
redeployment of the system to maximize the university return on our ERP investment. Due to
limited resources and knowledge sets within the ITS team, a Business Analyst will need to be hired
and Jenzabar consultants will need to be engaged.
Action
Engage Jenzabar consulting services and conduct
analysis
Develop Jenzabar redeployment plan
Start By
October 2011
Complete By
November 2011
November 2011
February 2012
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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Execute Jenzabar redeployment plan
February 2012
TBD
Account Provisioning/Management Review
The account provisioning and management process at Queens needs to be evaluated to ensure
consistency and remove inefficiencies. This will require the review of existing manual processes
and the development of new automated technology powered processes.
Action
Document current account provisioning process
Inventory current technical components
Develop revised provisioning process
Develop automated scripts
Test new processes
Implement new process
Start By
November 2011
December 2011
December 2011
January 2012
April 2012
May 2012
Complete By
December 2011
December 2011
January 2012
April 2012
May 2012
May 2012
Email Analysis
Exchange 2003 powers faculty and staff email. The university needs to evaluate modern solutions
for ensuring the stability and high availability of employee email and migrate off of the Exchange
2003 solution.
Action
Convene email analysis committee
Document email requirements
Identify email solutions
Determine best email solution
Identify/Obtain funding
Plan email migration
Execute email migration
Start By
January 2012
February 2012
October 2011
March 2012
March 2012
March 2012
TBD
Complete By
February 2012
March 2012
March 2012
March 2012
TBD
April 2012
TBD
Portal Analysis
Faculty, staff, and students must have access to a variety of information sources on campus.
myQueens needs to be updated to present the information needed by the various users on campus
and maximize the university’s investment. This will require a complete needs assessment, option
identification, solution determination, and implementation project.
Action
Conduct needs assessment (WebEx Committee)
Identify portal options
Determine best solution(s)
Develop project plan
Refresh portal implementation
Start By
December 2011
February 2012
February 2012
April 2012
May 2012
Complete By
February 2012
February 2012
April 2012
May 2012
September 2012
Unified Printing/Copy Solution Analysis
In order to maximize Queens’ resources, a comprehensive analysis of printing/copying needs
must be performed and a unified solution that meets all campus functional and technical
requirements must be identified and implemented. An RFP has already been developed and
distributed by the VP of Administration.
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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Action
Review vendor submissions
Determine best solution
Identify/Obtain funding
Implement solution
Start By
December 2011
January 2012
February 2012
TBD
Complete By
January 2012
February 2012
TBD
TBD
Goal 5: Leverage technology to support academic initiatives and maximize university resources.
Queens has made significant investments in technology solutions that are designed to enhance the
teaching and learning experience. At the core of these tools are our classroom environments and the
Moodle Learning Management System (LMS). These two elements need to be strengthened so that we
can establish a technical foundation for enhancing dynamic teaching and learning experiences that are
supported by collaborative technology tools.
Classroom Configuration Standards
Classroom configurations at Queens have evolved over time, without a clear set of standards. We
will need to develop appropriate standards for our classroom environments that are derived from
meeting the teaching and learning goals of campus faculty and students in a manner that
simplifies the classroom experience, while ensuring sustainability and support capabilities.
Action
Conduct classroom technology inventory
Develop classroom technology standards
Develop standards implementation refresh plan
Develop classroom technology replacement plan
Identify/Obtain funding for standards refresh
Implement standards implementation &
replacement plan
Start By
October 2011
November 2011
January 2012
December 2011
January 2012
TBD
Complete By
November 2011
January 2012
February 2012
February 2012
TBD
TBD
Redeploy Moodle
In addition to simplifying the classroom experience, we must take intentional steps to ensure that
Moodle is a reliable tool that supports and enriches student and faculty interactions. The current
Moodle implementation is hosted on a single server, responsible for running the application, the
database, and file storage processes of the system. There are no environments available for
staging and/or testing enhancements or problems that may arise in the production environment.
This provides a significant risk for managing upgrades or extending the functionality of the open
source LMS solution.
Action
Conduct hosting analysis
Determine appropriate hosting environment
Develop migration plan
Identify/Obtain funding
Implement migration plan
Start By
December 2011
February 2012
March 2012
April 2012
TBD
Complete By
February 2012
March 2012
April 2012
TBD
TBD
Extend Google Education Apps
Queens established a Google Education Apps license in pursuit of the student email migration, but
does not currently have any of the rich collaborative tools enabled. Dynamic Forms for surveying
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and data collection, interactive Docs for collaborating on spreadsheets or documents, and the
ability to easily create and publish web Sites are among the many features available at no charge
to our faculty, staff, and students under the existing license agreement. We need to expand access
to these tools and provide best practice guidance in how they can be applied to meet both
academic and administrative objectives.
Action
Analyze existing implementation of Google Apps
Pilot Google Education Apps expansion within ITS
Develop expansion plan
Implement expansion plan
Start By
November 2011
January 2012
March 2012
May 2012
Complete By
January 2012
March 2012
May 2012
TBD
Goal 6: Campus Training and Outreach
In order to ensure that ITS is meeting campus needs, and the campus is aware of what we are doing to
improve the Queens technology landscape, an intentional effort needs to be made in the areas of training
and outreach. We will leverage many existing campus communication structures as well as the Portfolio
Management Process and enhancements resulting from the Portal Analysis identified in Goal 4 of this
plan to establish clear and transparent communication channels. In addition, we will organize and staff a
series of hands-on training and information sessions that address common problem areas as identified
through Help Desk ticket analysis.
Action
Implement/convene Faculty IT Advisory Counsel
Implement/convene Student Gov. IT Advisory
Counsel
Enhance ITS web site and public documentation
Develop IT training & workshop curriculum
Organize and lead hands-on training & workshop
sessions
Start By
January 2012
January 2012
Complete By
Ongoing
Ongoing
January 2012
January 2012
February 2012
Ongoing
February 2012
Ongoing
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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Key Constraints
The key constraints that will need to be accounted for in the pursuit of the goals identified in this plan
include:







Limited funding
Staffing levels
Recruiting and filling vacant positions
Skill development & training
Transitioning of roles & responsibilities
Maintaining legacy operational systems
Understanding and managing campus expectations
Summary of Action Items
I.
II.
III.
Reorganize ITS into four functional units with areas of specialization
Support Services
a. Consolidate all support staff and Quest students.
b. Review and update helpdesk ticket categories.
c. Expand helpdesk access options (web and email ticket submission & tracking).
d. Implement automated helpdesk ticket satisfaction surveys.
e. Train students to enable them to handle level 1 issues.
f. Dedicate full time professionals to level 2 issues.
g. Escalate, only as needed, level 3 issues to other ITS units.
h. Complete campus workstation inventory.
i. Explore virtualization and remote servicing tools.
j. Develop, document, and publish workstation purchasing and support standards and
processes.
k. Develop, document, and publish software purchasing and support standards and processes.
l. Establish funding mechanism for workstation management.
m. Explore establishing a purchasing partnership.
n. Data Metrics:
i. Number of support calls (monthly)
ii. Number of support incidents (monthly)
iii. Top 5 most frequent incident types (monthly)
iv. Customer satisfaction rankings (monthly)
o. Possible Training
i. Track-it
ii. MCDST (Microsoft Certified Desktop Support Technician)
iii. ACSP (Apple Certified Support Professional)
Network Services
a. Document current network configuration.
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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b.
c.
d.
e.
f.
g.
h.
i.
j.
IV.
V.
Identify (qualitatively) historic problem areas.
Contract for a network analysis.
Map out a holistic “to-be” network master plan.
Secure building data closets.
Document current server architecture.
Identify (qualitatively) known problem areas.
Contract for a server architecture analysis.
Map out a holistic “to-be” server architecture master plan.
Data Metrics:
i. Unplanned outages
ii. Planned outages
iii. Max bandwidth consumption
iv. Ave. bandwidth consumption
v. Bandwidth consumption by building
k. Possible Training
i. VMWare
ii. SAN
iii. Exchange
Enterprise Applications Services
a. Complete an inventory of all software systems.
b. Map all system integrations.
c. Fill three open positions.
d. Conduct Jenzabar utilization assessment.
e. Review current returns from each system.
f. Explore full capabilities of each system.
g. Prioritize and projectize system redeployments.
h. Establish and document Change Management Process.
i. Data Metrics:
i. Unplanned outages
ii. Planned outages
iii. Anticipated upgrades/enhancements
j. Possible Training
i. Business Analysis
ii. Jenzabar
iii. SharePoint
iv. PHP
v. SQL
vi. VB Script
Classroom & Media Services
a. Inventory and document all classroom and campus technology.
Queens University of Charlotte’s Strategic Technology Action Plan 2011 – 2012
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b. Establish classroom media standards that support teaching/learning needs while targeting
sustainability.
c. Review event registration, staffing, and current recharge practices.
d. Data Metrics:
i. Number of events for last month
ii. Annual comparison of events for last year
iii. Number of man hours expended covering events
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