OIT 2015 Progress Report - SMU · In the world of modern education, online courses are a vital...

O F F I C E O F I N F O R M A T I O N T E C H N O L O G Y

2015 PROGRESS REPORT

CONTENTSLEADERSHIP 3

SUPPORTING LEARNING 6

Canvas 6

lyndaCampus 6

Classroom AV and Emergency Response 7

Student Training 7

SUPPORTING RESEARCH 8

Infrastructure Improvements 8

eduroam Network 8

High Performance Computing 9

CORE Data Project 9

SUPPORTING INITIATIVES 10

Security Initiatives 10

Concur: Managing Travel and Expense Reporting 11

Papercut: Supporting Centralized Printing 11

Selectica: Contract Management System 11

Infrastructure Consolidation 11

SUPPORTING COLLABORATION 12

SMU Mobile 12

Unified Ticketing 12

Unified Messaging 12

SUPPORTING BUSINESS 13

IT Leadership Council 13

Project Management Office 13

Academic Governance 14

Shared Services 15

BY THE NUMBERS 16

METRICS 172

Joe Gargiulo began his career at SMU in 1998 and has served as SMU’s Chief Information Officer since 2008. Throughout his

employment, he has seen the University’s technology requirements evolve and grow significantly. This past year has been an especially

transformative one for OIT and the University at large. As part of the OE2C initiative, Joe led the department through a consolidation

and streamlining process that allowed OIT to become even more agile and responsive to the University community.

Looking ahead, Joe expects to continue the trajectory towards an IT organization that continues to support its University far into the

future.

2015 was a year filled with celebrations, opportunities and change for the SMU Community. Together we celebrated our centennial anniversary, an enormously successful capital campaign, new inroads in academic research, and the opening of several new buildings on campus. We were also challenged to become more fiscally disciplined as an institution through the efforts of the Operational Excellence for the Second Century (OE2C) initiative.

The Office of Information Technology was heavily involved and likewise challenged throughout these various initiatives. Our organization has grown as a result of Shared Services, bringing together IT personnel from across campus. In addition, the University made the strategic organizational change resulting in the CIO reporting directly to the President. Since this position is responsible for meeting both SMU’s operational and academic technology needs, this change allows the CIO to balance both perspectives. New governance councils were established to help guide IT in aligning priorities and serving the campus community.

As we enter 2016, there is still a lot of work to be done in our transformation to Shared Services. We look forward to implementing new services to facilitate collaboration and communication, enhancing classroom instruction and research efforts through the new academic department and councils, and continually improving as an organization to best serve our campus community.

Joe Gargiulo Chief Information Officer

JOE GARGIULO CIO

3

LEADERSHIP

RACHEL MULRY DIRECTOR of CUSTOMER SERVICE

CURT HERRIDGE DIRECTOR of APPLICATIONS

JASON WARNER DIRECTOR of ACADEMIC TECHNOLOGY

Jason Warner is responsible for

providing direct services to faculty in

support of academic and instructional

technology use and exploration at

SMU. The academic operations team

is responsible for maintaining and

enhancing the University’s learning management systems, for supporting statistical and mathematical software programs, and for assisting with the development of digital and online media. The team also provides guidance and resourcefulness in identifying and integrating technology solutions that meet teaching and research needs. Supervising Areas:

» Academic Applications » Academic Area Technology Directors » Course Management System » Faculty Technology Support » Online Learning Solutions » Student Technology Assistants in Residence

Rachel Mulry is responsible

for providing client technology

support to the SMU community.

This includes the following services:

IT Help Desk for reporting all

technology related requests and issues;

client hardware and software support for 7,000+ computing devices campus wide; Audio/Video (AV) installation consulting and support for equipment in classrooms, meeting rooms and events; training for various software applications and services; and communication efforts from IT to the SMU community. Supervising Areas:

» AV/Event Support » Client Lifecycle » Computer Installations/Repair » Desktop Support » Help Desk » Training and Communications

Curt Herridge is responsible for

overseeing Applications Support, which consists

of technical developers that offer programming

and consulting for the my.SMU, AdminImages,

Sitecore, SMU Budgets, SMU Financials, and

Voyager systems on campus. The team

consults on a broad variety of solutions and processes, including reporting, cloud applications, and Business Intelligence. This team is responsible for maintaining, interfacing and customizing the database applications, and provides web infrastructure support and development, and desktop database support.

Supervising Areas:

» Business Analysts » Database Administration » ERP Administration » Web Development

4

DAVID NGUYEN DIRECTOR of INFRASTRUCTURE

TEENA NEWMAN DIRECTOR of PROJECT MANAGEMENT

GEORGE FINNEY CHIEF SECURITY OFFICER

George Finney is responsible for

implementing and monitoring

a diverse security infrastructure

to protect the University network

and data. The Security team is

responsible for recommending

security architectures, providing centralized database security, reviewing vendor security, capturing security logs, overseeing security investigations, and managing various security technologies.

Supervising Areas:

» Information Security » IT Contract Review » Physical Security

David Nguyen is responsible

for maintaining the Networking,

Telecommunications and Systems

Administration services. Networking

is responsible for campus

wired/wireless network, firewall

administration, maintaining inside/outside cable plant, and voicemail operations. Telecommunications provides long distance, calling card, audio conferencing services and is responsible for the campus-wide cable services contracts. Systems is responsible for the installation and management of server environments, HPC infrastructure, email, identity management and file storage services.Supervising Areas:

» Data Center / High Performance Computing » Infrastructure Design » Networking » Operational Security » Telecommunication

Teena Newman is responsible for

overseeing the project and portfolio

management processes for OIT.

She oversees the development,

adoption, and continuous

improvement of project management

disciplines, processes and standards to align with the university’s vision and strategy.

Supervising Areas:

» Portfolio Management » Project Management » Resource Management

5

TO SUPPORT THE UNIVERSITY’S GOAL TO IMPROVE TEACHING AND LEARNING, OIT HAS DILIGENTLY WORKED TO INCREASE OUR BREADTH OF SERVICES, STRENGTHEN ACADEMIC PARTNERSHIPS, AND UPGRADE CLASSROOM TECHNOLOGY.

CANVASIn the world of modern education, online courses are a vital component of the university experience. SMU has provided such courses for many years. OIT in collaboration with the Provost and the University faculty continuously investigate ways to optimize the use of online courseware.

As a result of this research and investigation, the University decided to adopt the Canvas Learning Management System (LMS) to replace the existing Blackboard LMS. The evaluation phase began last spring with the Cox School of Business as the primary adopters along with several other faculty joining for the summer term. During the fall semester, faculty members in Meadows joined the early adopter list. All faculty are encouraged to migrate to Canvas for the spring semester as Blackboard will be decommissioned in June of 2016.

Working alongside the Center for Teaching Excellence, EvaluationKit was purchased to replace the existing online course evaluation tool. EvaluationKit delivers Online Course Evaluations through Blackboard and Canvas. Unlike the previous solution, reports can be delivered to faculty quickly, providing valuable feedback for enhancing their instruction. This solution will be used for all centrally managed course evaluations during the spring semester.

LYNDACAMPUSThe University secured a lyndaCampus license allowing faculty, staff and students access to thousands of online courses covering a wide range of applications. Faculty can group specific courses in a playlist and deliver that playlist to students via Canvas. Students can benefit from a wide range of tutorials covering life skills, interview skills, in addition to specific software applications. Staff can also utilize lyndaCampus for professional development and “just-in-time” training. The wide variety of courses can be completed at the learner’s own pace. IT continues to partner with areas on campus to leverage this incredible resource to support student learning as well as employee job skills.

6

SUPPORTING LEARNING

CLASSROOM AV AND EMERGENCY RESPONSEClassroom technology plays a critical role in the education process. Maintaining that equipment

on a regular basis ensures that faculty are able to maximize their time in the classroom.

Dallas Hall classrooms received a much needed AV upgrade during 2015. In total, 34 classrooms will be upgraded during this academic year. As each room is upgraded, a standard configuration

is deployed to ensure a more consistent experience for faculty across campus. The rooms are also being programmed to allow remote access and reporting for a more proactive approach to system

maintenance.

Several new processes were implemented to provide rapid response for AV emergencies. The responsibility for AV response was distributed across two teams located in 11 different buildings across

campus. Technicians are able to arrive at any classroom in 5 minutes or less to assist with AV issues. Faculty should also receive an email communication in advance if the classroom equipment is out of order.

Maintenance updates are posted automatically on our website at www.smu.edu/OIT/classroommaintenance.

STUDENT TRAININGThis year the OIT Training and Communications team established a partnership with the Altshuler Learning

Enhancement Center (A-LEC) to provide regular technology training workshops. For the pilot program the team offered both afternoon and evening courses in Excel and received feedback that the workshops were the

most well attended sessions that were offered. In order to provide additional support to the A-LEC, OIT will be expanding their course offerings to communicate available IT resources as well as assist students with learning

new technologies. Anticipated courses include:

» lyndaCampus – Meet your 24/7 Tutor » Excel Basics

» Excel Formulas » Digital Notetaking

» Expanding academic software offerings on Apps.SMU » Adoption of Canvas for course management

» Classroom equipment upgrades » Remote control tools for campus AV management

KEY DELIVERABLES FOR 2016

7

http://www.smu.edu/OIT/classroommaintenance

CONNECTING WORLD CHANGERS WITH THE WORLD

Caracas

Bogotá

La Paz

Rio de Janeiro

Buenos Aires

Santiago

Havana

Mexico City

Los Angeles

San Francisco

New Orleans

Houston

New York

Montreal

São Paulo

Montevideo

Lima

Brasília

Melbourne

Sydney

Perth

Lagos

Kinshasa

Nairobi

Cape Town

Harare

London

Paris

Madrid

Algiers

Cairo

Istanbul

Berlin

Stockholm

Moscow

Bombay

Calcutta

Irkutsk

Kuwait

Jeddah

Karachi

Delhi

Tehran

Novosibirsk

Tashkent

Rostov

Shanghai

Singapore

Bangkok

Hong Kong

Manila

Tokyo

Beijing

Khabarovsk

Belém

Medellín

Salvador

Cali

Pôrto Alegre

Recife

Belo Horizonte

Monterrey

Guadalajara

Managua

Adelaide

Brisbane

CanberraAuckland

ChristchurchHobart

Auckland

Christchurch

Oslo

Helsinki

Copenhagen

Luanda

CordobaDurban

AlexandriaTripoli

T’ai-pei

Wuhan

Tianjin

Shenyang

Seoul

PusanCassablancaRabat

Lisbon

Barcelona

Madras

Hyderabad

Bangalore

Lahore

Ho Chi Minh

Kuala Lumpur

Johannesburg

Tunis

Rome

Khartoum

Addis Ababa

Dar es Salaam

San Juan

Miami

Baghdad

Quebec

Ottawa

Toronto

Winnipeg

DetroitBoston

Vancouver Calgary

Portland

Dallas

Washington DC

Chicago

St Louis

Minneapolis

Phoenix

Philadelphia

AtlantaSan Diego

Sapporo

Osaka

St Peterburg

Volgograd

Kazan Omsk

Yakutsk

Ulaanbaatar

Hanoi

Colombo

Reykjavik

Dublin

TO FURTHER ADVANCE FACULTY RESEARCH, WE HAVE WORKED DILIGENTLY TO PROVIDE CRITICAL INFRASTRUCTURE IMPROVEMENTS, SERVICES, AND NEW SKILLS IN BUSINESS INTELLIGENCE.

INFRASTRUCTURE IMPROVEMENTSThe network infrastructure team, led by David Nguyen, has taken great strides in assuring that SMU’s network remains stable while being upgraded

to the latest advancements in technology. For wireless alone, over 300 access points have been upgraded to new wireless standards. Other major projects in 2015 include the continuing installations at the new University Data Center, upgrading disaster recovery protocols and services, and dual

authentication services.

The next year holds even more improvements to SMU’s infrastructure, with plans to create 10 gigabit network connections to each building,

selection and installation of a new Voice over IP telephone system, and strengthening network security across campus.

EDUROAM NETWORKeduroam (EDUcation ROAMing) is a secure worldwide federated

wireless network for individuals in higher education or research environments. It allows these individuals to authenticate to the eduroam

network utilizing their existing credentials anywhere that eduroam is available. This network was initially deployed to support the DIS

Physics Conference which was held at SMU under the leadership of Dr. Fred Olness. Faculty and students traveling abroad have utilized this

network as well connecting in locations such as Oxford, Switzerland, and institutions across the US.

» eduroam authentication locationThe graphic on the right illustrates the location from which an individual is visiting

and has successfully connected to eduroam network while on the SMU campus.8

SUPPORTING RESEARCH

» Grant management improvements (PARTNERSHIP WITH

RESEARCH AND GRANT ADMINISTRATION)

» HPC equipment refreshment


HIGH PERFORMANCE COMPUTINGThe High Performance Computing (HPC) service has been highly successful in advancing research in academic departments across campus. OIT provides support for The Center for Scientific Computation by managing the ManeFrame infrastructure. The configuration of a new ten gigabit uplink to the Internet has made it easier to share with fellow researchers and collaborators the knowledge derived from the ManeFrame’s computational research findings. Other HPC achievements this year include collaborations with Fermilab in conjunction with the SMU Department of Physics along with an ATLAS pilot project allowing researchers worldwide to take advantage of ManeFrame’s capabilities.

CORE DATA PROJECTThe Center on Research and Evaluation (CORE) conducts research and evaluations on education programs, practices, and policies designed to strengthen families and communities. CORE and OIT have partnered together to significantly reduce time that has traditionally been spent standardizing data from Dallas Independent School District. Automating a manual process, and placing the data into a common data warehouse format allows researchers to focus on what matters instead of rote tasks. What once took weeks of valuable researcher time, will be reduced to hours, thus enabling more productive research.

9

» Multi-factor authentication » Infrastructure unification

» Implementation of talent management solution (PARTNERSHIP WITH HUMAN RESOURCES)

» Implementation of electronic form solution (PARTNERSHIP WITH HUMAN RESOURCES AND PAYROLL)

» Parking garage toll tag readers (PARTNERSHIP WITH PARKING & ID CARD SERVICES)


IN CONJUNCTION WITH MANY OF THE OE2C INITIATIVES, VARIOUS SOFTWARE TOOLS WERE DEPLOYED TO ENHANCE AND STREAMLINE UNIVERSITY PROCESSES. OIT WAS HEAVILY INVOLVED IN THE IMPLEMENTATION AND TRAINING OF MANY OF THESE RESOURCES.

SECURITY INITIATIVESAs higher education research data becomes more and more dependent on digital means of creation, storage and collaboration, the more that data becomes a target for those wishing to compromise or steal important information. The job of securing this information is never done, and the Office of Information Technology works every day to try to stay ahead of the most pervasive threats that affect academic institutions worldwide.

In addition to keeping our underlying technical infrastructure secure, OIT strives to educate the entire SMU community on how to protect their data. For the past several years, the security division of OIT has conducted simulated “phishing” campaigns in order to educate faculty and staff on the dangers of malicious e-mails. Since the simulations have taken place, the “click-through” rate - the amount of people who fell victim to the simulation - has dropped significantly to only 2.3 percent. In turn, this has reduced the actual security breaches that affect faculty and staff accounts.

The security team has also worked towards making physical security systems, like access control and surveillance, easier to manage. As part of recent initiatives to simplify these systems, surveillance systems have been revamped to one management system, reducing from 11 systems to 1, making the physical security of university areas more consistent and reliable.

Through community education as well as a robust regiment of barriers to entry by nefarious entities, OIT continues to assure the integrity of University data.

10

SUPPORTING INITIATIVES

CONCUR: MANAGING TRAVEL AND EXPENSE REPORTINGPARTNERSHIP WITH OFFICE OF BUDGET AND FINANCE

Concur was implemented to streamline the reporting for University business and travel expenses. To help facilitate an effective transition, OIT supported this initiative with over 120 hours of implementation time and provided training support for over

30 workshops and hands-on-training sessions for faculty, staff, and students. Thanks to this new system, manual processes have been replaced, approval workflows streamlined, and employees have benefited from greatly reduced reimbursement time.

PAPERCUT: SUPPORTING CENTRALIZED PRINTINGPARTNERSHIP WITH IMAGENET

Papercut was deployed to the campus computers to assist in the reporting and transition to centralized printing. The software provides a clearer picture of how printing is used as a resource. OIT worked closely with the ImageNet team as they implemented the

new printing model across campus.

SELECTICA: CONTRACT MANAGEMENT SYSTEMPARTNERSHIP WITH OFFICE OF LEGAL AFFAIRS

As part of SMU’s continued efforts to improve operational efficiency, Selectica was obtained to support the contract management service on campus. OIT was involved in technical consultation during the selection process as well as coordinating the actual system deployment.

After working with the vendor and the contract team to outline the process, OIT facilitated the integration with existing SMU systems. Once fully implemented, Selectica will become an integral solution for the highly complex process of contract review and approval.

INFRASTRUCTURE UNIFICATIONPARTNERSHIP WITH LYLE SCHOOL OF ENGINEERING AND DEDMAN SCHOOL OF LAW

In order to eliminate duplicative services and streamline IT delivery, OIT was asked to consolidate all network and security infrastructure across the University. This consolidation includes upgrading and configuring all network equipment, migrating servers to the University Data

Center, and consolidating all Active Directory domains and resources into one. Work began in the Cox School of Business and will complete early this year. During 2016, we will consolidate infrastructure resources from Lyle and Law. Once complete, the new environment will be simpler

to support and provide a more consistent experience for faculty, staff, and students. 11

» Telephone system replacement selection » Deployment of Box for university storage

» Inside.SMU migration to SharePoint Online


ENHANCING COMMUNICATIONS AND COLLABORATION IS A CRITICAL COMPONENT TO LEARNING AS WELL AS UNIVERSITY BUSINESS. OIT CONTINUES TO EXPAND OUR OFFERINGS OF TECHNOLOGY SERVICES TO SUPPORT THIS VITAL ACTIVITY.

SMU MOBILEThe SMU Mobile application was released in 2015 available on both iOS and Android devices. The mobile application integrates

with my.SMU to display grades, course catalog and class schedules as well as integrating with other web tools to display calendar events, social media, maps, and other SMU news. Additional features planned include add/drop, campus directory, and parking

availability.

UNIFIED TICKETINGIn order to streamline the process for requesting technology services, help or training, all IT areas began utilizing a central help desk

tool. This allows the entire campus community to submit requests into one tracking tool and receive updates and solutions in a timely manner. All OIT personnel are setup in the system to allow the transfer of requests to the correct resource without requiring the customer

to make multiple calls through different channels. During 2016, several new features will be made to this online customer portal to enhance the request process.

UNIFIED MESSAGINGThis year, we began the migration of the current voicemail system to a new Unified

Messaging platform. This is the first step in the telephone system replacement that should begin in earnest during 2016. With Unified Messaging, voicemails are

delivered directly to the customer’s inbox as an email message. The system also allows individuals to call in and retrieve messages as well as access email, calendar

items and more.12

SUPPORTING COLLABORATION

AS TECHNOLOGY CHANGES AT AN EVER-INCREASING SPEED, OIT HAS STRENGTHENED ACCOUNTABILITY AND COMMUNICATION BY RESTRUCTURING AND STRENGTHENING RESOURCES AND PARTNERSHIPS. THIS ALLOWS US TO GAIN AGILITY TO SUPPORT THE UNIVERSITY AT LARGE.

IT LEADERSHIP COUNCILThe Information Technology Leadership Council was created to ensure that IT strategy is developed with input from academic and administrative areas.

The council’s objective is to balance and prioritize academic and administrative computing needs by taking feedback from the Academic Technology Council, the campus community, and the Office of Information Technology. Key responsibilities of members include providing input to technology strategy, helping prioritize projects, providing input to service levels, advocating for SMU’s IT users, and serving as an ambassador to OIT.

The IT Leadership Council is comprised of 6 members representing the Academic Technology Council, Research, Provost, Business and Finance, and OIT. The council is chaired by the Chief Information Officer, Joe Gargiulo. The members of the council are Julie Forrester, associate provost; Vinh Pham, business and finance senior manager; Curt Herridge, IT director; Xin-Lin Gao, research PI; Joe Gargiulo, CIO; and James Quick, associate vice president for research, dean of graduate studies and professor of earth sciences, serves as the Academic Technology Council Chair.

PROJECT MANAGEMENT OFFICEFor the past six years, IT has focused efforts towards improving our project and portfolio management processes. However, these efforts were guided by individuals in addition to their regular responsibilities. With the increasing demand for portfolio management and project governance, OIT established an official project management office (PMO), led by Teena Newman. The PMO will focus on completing projects on time, on budget, and meeting intended business goals.

Since the PMO initiation, OIT has begun meeting weekly to discuss all active OIT projects, identify challenges, and celebrate successes. In addition, the first round of Project Management Methodology training took place in November. In 2016, PMO will partner with HR to continue training the remaining OIT project staff. The Project Management Office will continuously evolve to meet the ever changing business needs, while staying aligned with SMU’s strategic goals.

13

SUPPORTING BUSINESS

ACADEMIC GOVERNANCETo ensure that technology services are more effectively aligned throughout the University and to enable the faculty and

academic areas to participate directly in providing strategic direction in technology decision-making for campus, OIT Shared Services has facilitated the creation and launch of an entirely new Academic Technology Council for IT Governance

at SMU.

The new council is comprised of 14 members, including faculty from each school as well as Guildhall and Faculty Senate; representatives of the SMU libraries and the provost’s office; and Jason Warner, director of the academic technology team within

OIT. The newly elected council chair is James Quick, associate vice president for research, dean of graduate studies and professor of earth sciences.

The council will serve as a primary steward of SMU’s academic technology strategy. Academic leaders serving on the council will maintain an understanding of the academic technology needs of their school or organization while also advocating for technologies

that enhance the capabilities of the University as a whole. Key responsibilities of members include providing input to the annual update of their school or unit’s academic technology strategy, helping to prioritize academic computing projects, providing input to

service levels, advocating for SMU’s IT users, and serving as an ambassador to OIT.

“I’m excited about the opportunity this new council creates,” said Warner. “It will provide a direct voice for faculty and every academic unit in setting mandates for IT on campus and in making recommendations for IT strategies that best serve University priorities. The

council’s support and input will be invaluable in making decisions about campus technology.”

The members of the council are Dr. Amit Basu, Cox; Dr. Katherine Engel, Dr. Tom Fomby and Dr. Elfi Kraka, Dedman; Mark Nausha, Guildhall; Nathan Cortez J.D., Dedman Law; Dr. Halit Uster, Lyle; Dr. David Sedman, Meadows; Dr. Anthony Cuevas, Simmons;

Dr. Theodore Walker, Jr., Perkins Theology; Dr. Sreekumar Bhaskaran, Faculty Senate; Mary Boyd, libraries; and Dr. James Quick, provost’s office.

“Our council members will talk to faculty within their individual schools about their technology needs, and also talk to peers at other universities about their IT functions to gain outside perspectives,” said Dean Quick. “They’ll collect and prioritize recommendations for

technology projects that will be best for SMU, and provide open and honest feedback to OIT staff. Together with Jason and the rest of the IT team, we will work to find the best possible solutions to the tech needs of our academic departments.”

14

SHARED SERVICESAs SMU works to align itself for future efficiency and growth, Information Technology Shared Services brings together the knowledge and expertise of IT personnel from across campus. This allows a unified OIT to work together towards enhanced service to the SMU community through process efficiencies, collaboration and innovation.

There are several steps in the transition to this new operating model: establishing the new teams and responsibilities, establishing the governance committees, transitioning processes and services, and unifying IT infrastructure services.

People

Everyone moving into OIT as part of this initiative had the opportunity to explore various roles and responsibilities. As the teams were assembled, transition plans for each individual and their previous responsibilities were developed. Several open positions were also assigned to the appropriate team and the recruiting process began. Although we are still working to fill a few remaining open positions, the team structure and roles are well established.

Governance

The Academic and Leadership Governance bodies were established and have begun meeting regularly. Internally, OIT has begun integrating the governance model into our existing portfolio management and project management process. In order to mature as an organization in the role of project management, a project management office was established. This year, we look forward to continued growth and maturity working with a governance framework and delivering well executed projects for the campus.

Infrastructure

In order to streamline the service experience and maximize our resource efforts, we were asked to unify the network and server infrastructure. We began those efforts working with the Cox School of Business. Significant progress was made during 2015 and the remaining work will complete early this year. We will then engage the Lyle School of Engineering and Dedman School of Law to begin their transition. The unification should be completed by the end of this calendar year.

Although there is still a significant amount of work to be done in the formation of this new organization, we begin this year operating as a new team in our new Shared Services model. We are committed to monitoring and adapting our organization as needed to best support the campus community and support SMU’s strategic plan.

15

4 Percentage of processed emails considered “clean” or free of marketing, spam, or threats, such as viruses.

26 Percentage of SMU accounts that are sponsored.

71 Percentage of servers virtualized.

95 Number of live training sessions offered.

112 Number of major OIT projects completed.

132 Number of on-premises server based services.

540 Number of hosted or cloud-based servers.

750 Number of unified security cameras.

1,398 Number of classroom support calls.

1,678 Number of access card readers.

2,929 Number of wireless access points.

3,999 Number of on-premises email boxes.

12,017 Highest number of devices to the SMU wireless network at one time.

16,289 Number of active employee and student accounts.

25,334 Number of Help Desk support calls answered.

27,201 Number of cloud-based email boxes.

31,200 Number of wired Internet connections.

41,166 Number of SMU accounts managed.

77,324 Number of calls answered by OIT operators.

3,250,000 Number of successful jobs on the ManeFrame High Performance Computer Cluster.

158,225,393 Number of minutes spent on ManeFrame jobs.

591,000,000 Number of emails processed.16

BY THE NUMBERS

Month 2015 2014 2013

January

February

March

April

May

June

July

August

September

October

November

December

5718 5088 3692

4988 4507 3092

4068 4175 2954

4196 4695 3542

3877 4365 3752

5071 4370 3629

5002 4900 3651

7362 7606 5751

6335 6762 4777

5485 5576 4250

4230 4058 3358

3824 3387 2233

0

2,000

4,000

6,000

8,000

January February March April May June July August September October November December

201520142013

SOURCE FOR HELP DESK TICKET INCIDENTS

(ALL AREAS)

HELP REQUESTS BY UNIVERSITY AFFILIATION TOTAL TICKET VOLUME

(HELP DESK)

METRICS

Table 1

month 2015 2014 2013#

Dispatched% Answered

January 26262374 2012

2888 91.00%

February 20061817 1636

2170 92.00%

March 18311650 1491

1974 93.00%

April 19652051 2001

2058 95.00%

May 17221647 1695

1854 93.00%

June 21091842 1628

2206 96.00%

July 23222209 1817

2449 95.00%

August 31562815 2585

3571 88.00%

September 20542333 1777

2205 93.00%

October 19782380 1597

2145 92.00%

November 17751524

1975 90.00%

December 17901258

1989 90.00%

0

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000


201520142013

Call Volume by Year

Month 2015 2014 2013

January

February

March

April

May

June

July

August

September

October

November

December

137 137 150

118 129 174

96 124 116

118 131 141

68 46 50

74 98 77

63 62 70

189 104 126

201 201 216

160 111 164

120 120 118

55 55 36

0

50

100

150

200

250

300


201520142013

HELP DESK PHONE VOLUMECLASSROOM SUPPORT CALL VOLUME

Requests by Constituent (Based on 25334 Total Requests)

Requester Affiliation Percentage of Help Desk Requests

Staff

Students

Unspecified

Faculty

Affiliate

Alum

53.00%

16.00%

12.00%

10.00%

6.00%

3.00%

Alum3%

Affiliate6%

Faculty10%

Unspecified12%

Students16%

Staff53%

StaffStudentsUnspecifiedFacultyAffiliateAlum

Requests by Constituent (Based on 25334 Total Requests)

Ticket Source Number of Tickets

help.smu.edu

e-mail

Direct entry by IT

17987

21714

25400

Direct entry by IT39%

e-mail33%

help.smu.edu28%

help.smu.edue-mailDirect entry by IT

REQUESTS BY CONSTITUENT

25,334 TOTAL

REQUESTERAFFILIATION

65,101 TOTAL

17

METRICS

Year Number of Items

2008

2009

2010

2011

2012

2013

2014

2015

443

5198

8040

12909

18725

28789

36219

40000

0

10,000

20,000

30,000

40,000

2008 2009 2010 2011 2012 2013 2014 2015

Number of Items

TOTAL ITEMS IN WEB CONTENT MANAGEMENT SYSTEM TOTAL ITEMS ON ADMINIMAGES.SMU

Month Number of Assets

January

February

March

April

May

June

July

August

September

October

November

December

23935

40871

46333

70573

76922

107592

152035

205054

217894

230946

243515

250234

0

75,000

150,000

225,000

300,000


Month Size of Assets (In GB)

January

February

March

April

May

June

July

August

September

October

November

December

147.61

1725.4

2350.67

3124.52

3596.18

4059.75

6582.47

8443.89

10032.77

11329.1

12317.3

12658.56

0

3,750

7,500

11,250

15,000


Size of Total Assets (In GB)

TOTAL ITEMS IN MEDIAARCHIVE.SMU

Year Number of Items

2013

2014

2015

13550000

15369947

16338125

13,000,000

14,000,000

15,000,000

16,000,000

17,000,000

2013 2014 2015

Number of Items

TERM Active Courses Active Faculty

Spring 2015

Summer 2015

Fall 2015

1736 1011

357 299

1690 957

0

500

1,000

1,500

2,000

Spring 2015 Summer 2015 Fall 2015

Active CoursesActive Faculty

BLACKBOARD COURSES

18

WEB PRESENCECUSTOMER SATISFACTION

PRODUCTION SERVICES SUPPORTED DATABASES

METRICS

ACTIVE UNIVERSITY ACCOUNTS

UNIVERSITY EMAIL

Table 2

Affiliation Users

Benefit Eligible Employees

Undergraduates

Graduates

Temporary Employees

2303

7065

6175

746

Temporary Employees4.6%

Graduates37.9%

Undergraduates43.4%

Benefit Eligible Employees14.1%

Benefit Eligible EmployeesUndergraduatesGraduatesTemporary Employees

Table 2

Affiliation Users

Employee

Students

Student Workers

Former Students

Retirees

Sponsored

2929

17072

169

10043

383

10570

Sponsored25.7%

Retirees0.9%

Former Students24.4%

Student Workers0.4%

Students41.5%

Employee7.1%

EmployeeStudentsStudent WorkersFormer StudentsRetireesSponsored

ACTIVE EMPLOYEE & STUDENTS

16,289 TOTAL

UNIVERSITY AFFILIATION

41,116 TOTAL

Table 2

Affiliation Users

Employees

Sponsored

Students

Retirees

Former Students

2696

773

61

381

88

Former Students2%Retirees

9.5%Students

1.5%

Sponsored19.3%

Employees67.4%

EmployeesSponsoredStudentsRetireesFormer Students

Table 2

Affiliation Users

Students

Sponsored & Retirees

Former Students

Employees

17011

3

9955

232

Employees0.85%

Former Students36.60%

Sponsored & Retirees0.01%

Students62.54%

StudentsSponsored & RetireesFormer StudentsEmployees

ON-PREMISES

EMAIL MAILBOXES

3,999 TOTAL

CLOUD EMAIL

MAILBOXES

27,201 TOTAL

Table 2

Service Sites

blog.smu.edu

wiki.smu.edu

www.smu.edu

sites.smu.edu

people.smu.edu

150

27

64

43

400

684

people.smu.edu58.5%

sites.smu.edu6.3%

www.smu.edu9.4%

wiki.smu.edu3.9%

blog.smu.edu21.9%

blog.smu.eduwiki.smu.eduwww.smu.edusites.smu.edupeople.smu.edu

WEB SITES

684 TOTAL

Table 2

Database Number

Oracle

Microsoft

55

39

Microsoft41.49%

Oracle58.51%

OracleMicrosoft

Table 2

Database Services

Oracle

Microsoft

26

47

Microsoft64.38%

Oracle35.62%

OracleMicrosoft

NUMBER OF DATABASES

84

TOTAL

NUMBER OF SERVICES

63

TOTAL

Overall satisfaction with OIT

Satisfaction Percentage of Help Desk Requests

Extremely Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

Extremely Satisfied

5

21

20

60

349

Extremely DissatisfiedDissatisfiedSatisfiedVery SatisfiedExtremely Satisfied

Extremely Satisfied77%

Very Satisfied13%

Satisfied4%

Dissatisfied5% Extremely

Dissatisfied1%

SATISFACTION SURVEY

505

TOTAL

19

METRICS

O F F I C E O F I N F O R M A T I O N T E C H N O L O G Y

2015 PROGRESS REPORTT H E W O R K O U T L I N E D I N T H I S R E P O R T I S O N L Y A S A M P L I N G O F T H E W O R K

C O M P L E T E D D U R I N G 2 0 1 5 . T H A N K Y O U T O T H E E N T I R E O I T T E A M A S W E L L A S O U R C A M P U S P A R T N E R S H I P S F O R Y O U R D E D I C A T I O N , H A R D W O R K A N D

S E R V I C E O N T H E S E A N D M A N Y O T H E R I N I T I A T I V E S T H R O U G H O U T T H E Y E A R .

P R O D U C E D B Y T H E O F F I C E O F I N F O R M A T I O N T E C H N O L O G Y

C O M M U N I C A T I O N S T E A M

C O N T R I B U T O R S I A N A B E R L E • L A U R E N E K L A S S E N • R A C H E L M U L R Y • Z A C H P E T E R S O N

P H O T O G R A P H Y I A N A B E R L E • H I L L S M A N S T U A R T J A C K S O N • K I M L E E S O N

L A Y O U T & D E S I G N I A N A B E R L E

© 2 0 1 6

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