Annual Technology Report 2014

Annual Technology ReportSeattle University Office of Information TechnologyJanuary 1, 2014– December 31, 2014

© 2014 ELLUCIAN. CONFIDENTIAL & PROPRIETARY.

2

SEATTLE UNIVERSITY

• Jesuit University• Consistently “Best” Rated• 4,700 Undergraduate Students• 2,000 Graduate Students• 850 Law School Students• 731 Faculty• 763 Staff


3

IntroductionAnnual Technology Report 2014

+

=


4

Onsite Staff Corporate Support

• Managed Services• Professional Services• Colleague Support• Application Support• Security Services• Ellucian HR (Recruitment)• Service Now/CHD


• 48 full-time employees (9 SU alumni)• 52 Seattle University student workers• SU Help Desk• Media Services• Enterprise Applications• Network Engineers• Workstation Engineers• … and more


5

- Colleague ERP

- Networking (wired & wireless)

- Account management

- Faculty & Staff email

- Student email (Office 365)

- File management (T Drive)

- Data & System Security

- Data recovery

- VoIP Telephony

- Campus Card

- Faculty & staff workstations

- Computer Labs

- Printing (network & local)

- Internet access

- Email spam/virus filtering

- Classroom technology

- SUDDS

- Help Desk

- Datacenter operations

- … and more

Technology managed & supported by Ellucian


Granath, Katherine

Should we include event support, OIT websites, additional Web services/applications, Desktop support?


6

Major Projects and Accomplishments

• Improving Technology Support

– Help Desk

– Walk-Up Service

– Workstation Engineering (VDI)

• Office 365 for students & alumni

• Network Improvements

• Student Provided Access

• Security Improvements/Focus on Security

• Process Improvements

Major Projects and AccomplishmentsAnnual Technology Report 2014


7

Our Challenge:• Increasing service requests (ticket counts) • Decreasing satisfaction survey results

Our Solutions• Double Desktop Support staff• Create on-site Help Desk w/ walk-in support• Update self-help support site• Add Workstation Engineering team• Implement Microsoft System Center for remote

desktop management

Improving Technology Support



8

Survey satisfaction results show increasing improvement. Also improved CHD ratings from 3.6 to 4.7.


Improving Technology Support


9


Our Challenge:• Low email quotas• No modern email features

Our Solution• Partnership between SU and Microsoft• Much larger email quotas: 50 Gb of personal

storage• Online access to Word, Excel, PowerPoint• Download Office Suite to PC/Mac/mobile devices• All for free, all from a seattleu.edu account• Alumni keep their SU email forever.

Office 365


10

Blue = SU capacity

Orange = student and alumni usage

Plenty of room to grow, and new features added often!


Office 365


11


Our Challenge:• Unreliable wireless coverage• Exasperated students and wireless users

Our Solution• Installed 65 miles of fiber optic cabling• Doubled Internet bandwidth from 1Gb to 2Gb• Added 1,000 new access points and upgraded

400 existing access points• Increased wireless coverage from 600,00 square

feet to 1.8 million square feet• What does that mean? A reliable, high-

performance network pretty much everywhere on campus.

Network Improvements


12


Our Challenge:• Parents Link = outdated technology• Frequent password resets and subsequent Help Desk

calls (300 calls/quarter)• Frustrated parents and students

Our Solution• Business Process Analysis says – Build a new

Parents Link!• New tool = Student Provided Access• Better for the University: tuition payment processing is

easier• Better support: support staff in the Help Desk and

University offices = zero SPA support calls

Student Provided Access


13


Our Challenge:• Manually map course credits of

students transferring into SEATU = 3 staff x 3 weeks

Our Solution• Business Process Analysis says –

Automate the process to batch load transfer credits into Colleague

• Result = Reclaims 360 staff hours

Transfer Credit Equivalency


14


Our Improvements• New Communications team – improve OIT

transparency, design new communication channels to campus (website, email, self-help guides)

• Week-long ITIL seminar for Help Desk – common goals and operating language for support staff

• New Project Tracking processes – improve intra- and inter-department collaboration and project visibility

Our Results• Increased OIT capacity for projects• Faster Help Desk ticket processing• Keeping our campus informed and tech-savvy

Process Improvements


15


Our Challenges• Public Folder Pemissions• CryptoLocker (data on hard drives)• Heartbleed (data in motion)• Browser vulnerabilities

Focus on Security


16


Meeting Those Challenges Strengthened Security Posture- Technical (improved firewall rules)- Non-Technical (security-focused newsletters)- Proactive (vulnerability scans)- Reactive (24x7 support contracts w/ SU tech

partners) - Continuing (New Security Manager Position)

Detect, Diagnose, Repair, Restore, Recover- Get to the root of the problem- Apply appropriate tech and process fix- Educate the community

Focus on Security


17

Ellucian West Region conference showcased SU work by OIT staff

Great results that help our University save• Enhanced Phone System– Telecommunications team

stood up Auto Attendant for improved directory service and tech properly configured & prioritized = $40k annual savings

• SCCM Phase 1: Remote and self-service app installation = ROI of $500k in end-user productivity

• Business Process Analysis of Parent Link: removed ~300 tickets/month = Help Desk FTE time savings

• Staff Commitment to Seattle University: over 1,800 OT Hours

ROI at Seattle UniversityAnnual Technology Report 2014


18

What's on tap for 2015• More Security

• New password reset & self-install tools

• Free Office suite for SU faculty/staff

• Improve day-to-day processes

• Expand SU Help Desk

• Implement One-Stop Shop for Admissions

• Colleague XE Implementation ($9 million)

• Four-Year Contract Renewal (2015-2019)

Looking AheadAnnual Technology Report 2014

Annual Technology Report 2014

Documents