Information & Technology Services Initiatives for FY 10 Division: Provost Office: Information & Technology Services I. I&TS- AND CAMPUS-WIDE INITIATIVES Initiative A. Establish Annual Strategic Planning Process for I&TS Develop rolling multi-year projection of campus-wide technology & information access needs Identify costs & benefits related to each; recommend next year’s priorities Submit to AIE Group for collation with planning and budget consideration for Strategic Plan for the Administrative Information Environment (AIE Plan) Persons Responsible I&TS leadership team B. Sustain I&TS Re-Structuring Initiative; Advance AIE Plan Establish organization development as continuous process Cultivate communication, collaboration, and planning as I&TS hallmarks Recruit head of Information Systems Recruit either new systems analyst or senior trainer Recruit systems administrator Build training, skills development capacity Begin implementation of a project management methodology Begin consolidation of enterprise applications development & support Begin web leadership framework and responsibility matrix I&TS leadership team C. Facilitate AIE Group Implementation of AIE Plan Review, finalize report & recommendations from the consultants Prioritize outstanding projects to be collated with master plan Implement web development and leadership framework Establish annual strategic planning process for technology & AIE C. Ferguson Mid-Year Review End of Year In process; expect completion in January with plan span of January 2010June 2011 Completed Conversations with constituent groups have begun 2nd iteration to begin soon Org development program finished Recruitments completed successfully Training program immanent Project management nearly in place New web leadership framework just beginning Initiative completed Initial org development finished Key personnel appointments made Project management process in place Web leadership framework emerging AIE Plan, including web leadership framework, has been implemented Strategic planning process being finalized Strategic Technology Initiative is well underway, AIE Plan has been imple- mented, and I&TS planning process is in motion II. LIBRARY SERVICES Initiative Persons Responsible Mid-Year Review A. Library Services unit development to enhance services, resources, and the building for the PLU community Consolidate reference and circulation services Enhance the library, including the 1st floor study and circulation areas as well as group and individual study space throughout the building Optimize access to the collection through collection maintenance and the installation of additional shelving F. Lane Rasmus and Library Services leadership team B. Begin planning for the permanent retention of born-digital university records K. Ringdahl and F. Lane Rasmus Consolidation of reference & circulation successfully completed 1st floor study, circulation areas enhanced and now more heavily used New media equipment installed in all group study spaces; in response to student requests, computers installed in two single-user study rooms Shifting of 3rd floor collection onto new shelving continues Planning underway for retention and storage of born-digital records End of Year Completed Reference & circulation consolidated Capital improvement project proposal for lobby facelift not accepted Plan for refurbishment of entire building interior under development New media equipment installed in group study spaces Shelving and print collection management continues Ongoing FY11 III. INFORMATION SYSTEMS Initiative A. Advance AIE Plan by Restructuring according to the guidelines in the plan Re-distributing responsibilities among end user departments, Systems & Communications, User Services, and within Information Systems team. Recruiting to refill vacant positions Training new members in Information Systems team on Oracle and Banner Persons Responsible Information Systems Team Mid-Year Review Restructuring completed Training resource remains in Information Systems, but participates in larger I&TS instruction program Have developed online tools to move reporting into end user hands, e.g., Campus Call load and Population Selection via Banner Self Service New systems analyst begins Dec. 1; training begins same day End of Year Completed Information Systems restructured and new leadership in position Data ownership & management is flowing to end user departments; hardware support shifting to Systems & Communications; 1st tier user support shift to Help Desk under review Education plan for new team member fully implemented B. Oracle Upgrade preparations to lay foundations for Banner 8 Install Oracle 10.2.0.4 patch set to cocoa and upgrade those databases (6/5) After testing apply the patch set to mint and upgrade those databases Perform required data clean up in Banner production to facilitated move to an international code set (UTF8) Update the production database to the UTF8 code set and install Banner8, these tasks must occur together C. Implement Banner 8.x Upgrade software on middle tier servers for Banner 8 Install Banner 8 on Cocoa Coordinate with User Services and DATF the development and execution of testing plans Install Banner 8 on Mint3 Apply site specific customizations and modifications as appropriate Identify with User Services areas where additional training assistance is required O’Donnell/Sanders Information Systems Team Completed successfully over summer and during fall semester Completed smoothly and ahead of schedule Completed successfully over Thanksgiving holiday weekend Completed smoothly and ahead of schedule IV. USER SERVICES Initiative Persons Responsible Mid-Year Review A. Provide Support for Email and Calendar Transitions to Google Apps Evaluate optimal data migration strategies for email, calendar, and contact lists and identify key recommendations for users Communicate changes, timelines, and resources for transition Develop and publish local user support documentation and resources; provide relevant workshops Provide support for individuals during migrations Transition from Uedit to Google Sites for personal and portfolio sites User Support and Digital Media Center (for Google Sites) B. Enhance Strategic Planning Develop Catalog of Services and Product Map; coordinate with Systems & Communications and with Information Systems Implement project management methodologies for all projects Develop service transition plans for projects as they come to User Services; provide smooth transitions for clients from implementation to ongoing support All units of User Services Transition communication and support complete. Web presence at www.plu.edu/google-apps Additional workshops being offered next semester and at HR Development Day Uedit transition communication and workshops on shift to Google Sites completed Service catalog & product maps in development Project management methodologies in process for all new projects End of Year Broad communication plan and extensive initial training program completed in timely fashion; ongoing instructional program has been launched In process: Service catalog to be completed by FY end Service transition plans in progress for projects like Google Groups C. Consolidate Service Entry Points to Help Desk Evaluate request queues, workflows, and communication to clients Explore web-based communication and support tools Develop request referral trees, escalation rules, and target performance metrics Accumulate knowledgebase content to develop web-accessible help resources All units of User Services D. Develop Learning Opportunities for Students, Faculty, and Staff Develop and promote expanded service catalog of I&TS learning opportunities Develop quick overview videos of key support information for new students, faculty, and staff Cultivate and provide learning opportunities for Banner power users Leverage knowledgebase and staff training materials to develop and publish online tutorials and quick-starts Enhance skills of User Services support staff and provide cross-training User Services with other I&TS units E. Enhance Learning Spaces and Event Support Conduct faculty and staff focus groups to identify areas of concern Develop responsive, multi-disciplinary support team to improve learning spaces support Integrate Arrivo software for requests, equipment inventory, and billing Install equipment in University Center CK East and West; upgrade sound system in Scandinavian Cultural Center Multimedia Services and User Services Team Process and workflow analysis complete for request intake process. Next Generation Help Desk Software project in progress to select and upgrade software tools. Classroom issue escalation process analysis complete and improvements implemented. Request referral trees defined in process analysis. Knowledge-base content development in progress. I&TS Learning Opportunities brochure completed and distributed Outlines of overview video completed Banner power user learning shifted to Information Systems Classroom response team in place to respond rapidly as issues arise Arrivo software installed and populated with data UC CK equipment installation complete In progress: In-depth action on all four bullets continues through implementation teams for new help desk software Comprehensive workshop curriculum developed in I&TS Workshop web site along with learning materials linked to workshop pages Video storyboards in progress Many workshops teamtaught for staff crosstraining Several focus group consultations completed with Conferences & Events Scan Center audio system upgrade, selfservice multimedia for UC on hold with budget freeze F. Migrate to DSpace Institutional Repository Migrate content from Digital Asset Manager Develop administrative workflows and skins for the user interface Develop import and export pathways among other systems Standardize workflows for storing, publishing, and displaying video and audio on the web Digital Media Center, Web Development Development version in place, awaiting Shibboleth SSO implementation Project restarted in April following Shibboleth implementation V. SYSTEMS & COMMUNICATIONS Initiative Persons Responsible Mid-Year Review A. Continue Network Upgrade and Expansion Program Wireless network: expand and upgrade wireless zones for more extensive and robust coverage primarily in Residence Halls. Network core and Internet connectivity: establish redundancy to increase overall reliability of network and networked resources D. Allen and Systems & Communication staff B. Team alignment, responsibility shifts and staffing Fill Unix systems administrator vacancy (existing position) Realign team and individual responsibilities in conjunction with AIE recommendations. This includes taking more responsibility for “Banner” servers and offloading responsibilities such as copyright infringement enforcement D. Allen, C. Ferguson, and Systems & Communication staff C. Implement Google Apps for Education Develop & implement a technical migration strategy Coordinate the timeline and transition plan with User Support D. Allen and Systems & Communication staff Effectively completed Minor tweaking continues until old system is completely removed. D. Continue Shift From “1 server = 1 service” Resource Allocation to Resource Need-Based Model Perform capacity assessments and capacity planning of systems and services, particularly mission critical applications Establish procedures for providing services that use new dynamic resource pools, including Processor/Memory (VMWare), Storage, (SAN), and redundancy (MCLT & LIBR Data centers) Begin developing multi-year service and capacity plan focusing on more proactive system architecture & sizing strategies D. Allen and Systems & Communication staff In progress; more to be done in this area as new UNIX Systems Administrator comes on board and we complete I&TS strategic planning In progress: Summer installations in Foss, Hong, and Stuen; more installations and fine-tuning underway UNIX Systems Admin position filled More to come as balance found among new team member combinations End of Year Progress made: Most of the planned work is complete with more schedule and planning underway for next year. Much progress on determination of path to follow Beginning to detail new roles. Final work underway to remove old system, anticipated completion is late Summer/early Fall. Ongoing: Utilizing the new virtualized environment, but still need to develop cost accounting & capacity planning model to avoid over committing resources without funds and time to expand.