User

1
User Educational Services

• Tactical Planning Update
• October 14, 2005
• F. Meena Lakhavani
• Director User Educational Services
• Computing Services

2
User Educational Services Teams

• Cluster Services
• Communication Documentation
• Computer Education CSW
• Computer Store
• Desktop Support Program
• Help Center
• Instructional Technology
• Software Management
• User Outreach Analysis

3
Clusters Services (Pomona Valero)

• Recap
• Clusters Capital Upgrade Project
• Baker 140C, completed
• CFA Lending Refresh, in progress Chair Refresh,
  delivery 10/05
• Hunt, scheduled for 12/05
• CFA Carpet, scheduled for 12/05
• Cyert PC/Mac, in progress
• Campus Printing Project, now referred to as,
  Andrew Printing, completed
• Developed Andrew Printing SLA with University
  Libraries OLA with ISAM
• External To-Do
• Clusters Capital Upgrade Project for FY07
• Internal To-Do
• Printing Analyze printing usage Review printing
  guidelines
• Andrew Printing Service Assessment and Project
  Wrap-Up
• 12/05 review progress and analyze new service
• Collect feedback from students, staff and faculty
• Develop Andrew Printing SLA with ACIS

4
Communication and Documentation (Brian Bennett)

• Recap
• Communication Mailing Lists (in progress)
• FreshStart 05
• Maintenance/Release Blackout Dates Calendar (in
  progress)
• Complete review/revise of all Documentation
• External To-Do
• Planning for Computing Services CMS
  Implementation
• Planning for Computing Services Website Design
• Internal To-Do
• Documentation Standards (format, guidelines,..)
• Software/Service Detailed Support Information

5
Computer Education (Susan Alexander)

• Recap
• Remote Teaching Oracle Calendar class to West
  campus
• ISO support Expanded topics selection to include
  computer security
• Completed Blackberry/Exchange training for
  platinum customers
• External To-Do
• discovery project for TechTalk
• Activity review for Computer Education
• Internal To-Do
• Participate in IT standardization of user
  interface controls -- online training materials
  for faculty
• Develop an online library of video screen
  captures to complement classes
• Pilot video recording of Computer Education
  classes to be included in the Learning Library
• Develop training check list for new Computing
  Services staff
• Horizon
• Collaborate with OTE and Eberly Center to define
  partnerships and provide training support if and
  when needed
• Deferred

6
CSW (Susan Alexander)

• Recap
• Trained and evaluated instructors in Fall 2005.
• Revised curriculum and refined documentation
  based on Sp05 review.
• Partnered with ISO and CyLab to develop materials
  for computer security - Freshman orientation and
  CSW. CyLab contributed the documentation for the
  security refresher.
• Developed video segments, presentation and
  managed logistics for Computing Security session
  held during orientation. 83 of the incoming
  class attended.
• Internal To-Do
• Develop recommendations for curriculum over the
  next three years
• Investigate use of video and other instruction
  formats to enhance orientation sessions and CSW
  classes
• Evaluate Excel pre-test results and make
  recommendation to Advisory Committee whether to
  continue or discontinue this module
• Review and evaluate each module assessing
  strengths and weaknesses. Make changes
  accordingly.
• More focus on assessment of new things in F05
• Deferred
• Provide undergraduate students with
  web-based/computer-based training for computing
  applications broadly used on campus

7
Computer Store (Rick Zuchelli)

• External To-Do
• (Discovery) Web based Ordering No significant
  progress was made in FY05.. We anticipated at
  least a 12 month window on this project pending
  hardware upgrades and preliminary research.
• Internal To-Do
• Dell Unified Pricing Project
• Horizon
• Outbound Marketing Project

8
DSP (Tom Dugas)

• The internal projects for DSP are
• Get PC customers on Windows Domain
• Get remaining customers on Symantec Anti-Virus
  managed server
• Upgrade SAV server from 9-10
• Migrate Windows Users from old Structure to New
• Migrate BizServ Domain to Andrew
• Create Strategic Plan for all Customers Computer
  Replacement
• Migration of NTFS1 NTFS2 to SAN Storage and
  resolve security concerns.
• Marketing and Communication

9
Help Center (Clay Fulton)

• Recap
• Completed successful FreshStart 2005.
• Created DVDs of Help Center Networks and Abuse
  training videos.
• Revised Help Center Consultant Manual. Now
  available as an online resource.
• Celebrated National Customer Service Week October
  3 7, 2005
• Assisted other departments in various projects,
  including testing, feedback, and implementation
• ISAM Supported implementation of roaming
  profiles/folder redirection (MyFiles).
• Assist in effort to reduce increased amounts of
  spam.
• Assist in rollout, support of Andrew Mailman
  system, AWPS enhancements, MyAndrewgtPortal
  migration
• ISO Symantec 10.0 testing/ implementation
• UES Assist in implementation of Campus
  Printing Project
• Networks Support wireless network purge,
  various subnet purges, Cisco VPN implementation
• Accounts Identified sponsored accounts billing
  problems

10
Help Center (Clay Fulton)

• External To-Do
• Discovery Project to evaluate Support Automation
  Tools Remote Desktop Controls and Chat
• Assist ISAM Remedy project Evaluate Remedy
  server 6.0 out-of-the-box solution
• Assist ISO/ISAM - Malware / Spyware / Virus
  removal services
• Assist ISO/ISAM Initial password policy
• Assist ISAM/Accounts New account types proposed
  for the upcoming year
• Assist ISAM Email client review. Determine
  supported clients to replace Mulberry
• Assist ISAM/Accounts implement plans for system
  deletion of CMU.EDU accounts
• Capital Required 2 Plasma screens plus mounting
  12K display NetMon page
• Internal To-Do
• Review/update campus SLA and identify terms and
  limitations of services offered by HC.
• Re-visit Help Center support services for
  Personal Computers (Laptop Walk-in Strategy)
• Review Sponsored Accounts utilization statistics,
  to make a recommendation on proposing a price
  increase for Sponsored Accounts service.
• Develop Remedy Troubleshooter for Wireless and
  VPN products
• Implement a formal cross-training program within
  the Help Center.
• Develop a mentoring program and incentive bonus
  program for student staff (budget increase)
• Assist User Outreach Analysis with Remedy Data
  Mining Project

11
Instructional Technology (Dan McCarriar)

• Recap
• Classroom summer installs completed projectors
  done, still working on doc cameras and DVD/VHS
  players (winter install)
• Digitization of 35mm slides project plan
  developed and initial milestones completed
• Upgrade McConomy and Rangos control systems on
  hold till December. Waiting on UC funding.
• External To-Do
• Plan for delivery of videoconferencing support,
  pending outcome of discovery project
• Develop plans for 1st year bond money for
  classroom A/V upgrades
• Implement upgrades of McConomy and Rangos control
  systems, pending funding from UC (Summer 06 and
  December 05. respectively)
• Internal To-Do
• Complete design of Crestron touch screen UI and
  deploy in pilot location and/or all classrooms
  with current Crestron controllers (for spring
  semester).
• Publicize end of support for 35mm slide
  projectors and work with customers on options for
  slide digitization
• Document and evaluate internal processes in
  preparation for purchase/development/upgrade of
  information systems
• Develop requirements for information system
  upgrades, pending outcome of the process
  evaluation
• Redevelop IT website
• Complete installation of document cameras and
  DVD/VHS combo players to replace laserdisc
  players in classrooms (winter break)
• Develop SLA for in-classroom computer support
  with clusters
• Develop a pilot technology assistant cart as a
  possible standard for equipment and furniture in
  classrooms

12
Instructional Technology (Dan McCarriar)

• Horizon
• Complete end of support for 35mm slide projectors
  and remove equipment from classrooms (Summer
  2006)
• Implement videoconferencing systems, pending
  outcome of discovery project and subsequent
  project plan
• Implement classroom upgrades identified as part
  of 1st year bond money
• Deferred
• Develop and implement netmedia marketing program
• Device to allow classroom login using CMU ID

13
Software Licensing (Laura Walsh)

• Recap
• Activity Review, April 2005
• Met with the Software Advisory Committee
• Analyzed usage data from Unix log reports and
  wrote a summary report. This report includes
  data for a whole year (September 2004-August
  2005)
• Analyzed usage data from Keyserver logs and wrote
  a summary report.
• Organized a group purchase for Mac OS---6 other
  departments participated, a total of 162
  licenses were purchased
• Acquired all software needed for cluster
  collection
• Renew the following site licenses Matlab
  Classroom and Group license, Mathematica,
  Minitab, Sun, Maple, S-Plus, Filemaker Pro,
  MathCAD, and IMSL
• Updated the following software for distribution
  on My Andrew Mathematica, Matlab, X-win32,
  Maple, Mac Common Lisp, S-plus, Minitab
• External To-Do
• DELIVERY - KeyServer logs Stats project
• Internal To-Do
• Review internal database and revamp it
• Evaluate Campus agreements for Matlab
• Review usage data and make recommendations to the
  Services Development group regarding cluster
  collection and licensing renewals
• Develop negotiation strategies, and RFP/RFI
  templates
• Investigate analytical and reporting tools for
  the software usage statistics

14
User Outreach and Analysis (Karen Van Dusen)

• Recap
• Design and project support for IT touchscreen
  re-implementation
• Re-implement cluster login tracking via KDC logs
• Fall 05 Campus Computing Survey, Best Places
  survey, first-year survey
• Assist Network Development with IP space
  reallocation (UTDC and low s)
• Videoconferencing discovery (in progress)
• Design support for LDAP groups interface,
  MyAndrew-gtPortal
• Restarted individual semi-annual departmental
  admin meetings results collated on website
• VPN support for libraries proxy solution
• SMTP log processing (mail client usage)
• Began implementation of demographics from Network
  Services DBs (DHCP logs, netreg, netnotify)
• External To-Do
• DELIVERY - Re-charter CCAC as faculty advisory
  committee (with OVP)
• Internal To-Do
• Executive-level summary from departmental
  computing meetings
• Logging support for parsing/analyzing KeyServer
  logs (listed as DELIVERY for SW Licensing)
• Document our known feeds for data and their
  refresh rate

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Questions/Comments