Information Services 5 Year Goals _ Objectives February 2010 ...

Information Services

5 Year Goals & Objectives

February 2010 – July 2010



MISSION

We are a strategic asset for UMKC’s missions of: Teaching and Learning, Research, Service, and

Economic Development.





2014 GOALS

 Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access.

 User technologies and support that enhance and facilitate Teaching and Learning, Research,

Service, and Economic Development.

 Effective and efficient management of resources.

 Accurate, understandable, and accessible communication, documentation and resource

use.

 Continuous improvement in services, facilities, and professional development.



The processes for achieving each of the above goals are listed on the following two pages.







2010 IS PROJECT LIST & POINT PERSON

 ILE Classroom Lifecycle Upgrades – Guggenmos/Classroom Technology Services

 IP Video Distribution – Guggenmos/Classroom Technology Services

 Infrastructure improvement (building cabling) – Johnston/Telecomm & Networking

 VOIP rollout – Johnston/Telecomm & Networking

 E-learning Initiative – Goodenow/Information Access

 Expansion of wireless coverage – Johnston/Telecomm & Networking

 Disaster Recovery – Schonemann/Networking

 Server Virtualization – Schonemann/Networking



Details on each of the above projects can be found in the individual sections for the responsible department.









IS Accomplishment Report: February 2010 – July 2010 Page 1

Educational Technology Services

Goals and Objectives Update

February 2010 – July 2010



ILE Hybrid Classroom Integration – Completed

The ILE Hybrid project consisted of upgrading 62 classrooms with ILE equipment. The project started in

early February, 2009 and ran through July, 2010. This project increased the number of ILE classrooms

from 67 to 129 in just over 17 months and was completed 5 months ahead of schedule. This goal is

being removed from the accomplishments report.





Restructure CTS to adequately support the ILE Classroom systems and campus AV projects

independently – Completed

We have supplemented our team with additional staff which has positioned us to provide adequate

support for both ILE classrooms and campus AV projects going forward. This goal is being removed from

the accomplishments report.





IS PROJECT - ILE Classroom Lifecycle Upgrades – New Goal

Lifecycle upgrades are scheduled to occur in over 50 ILE Classrooms during the next 18 months. The

upgrades focus on replacing worn lecterns, old user interfaces, DVD/VCR units, and enhancing the

overall audio quality.





ILE Maintenance Upgrades

Proposed Implementation Timeline

Percent complete









14% 31% 48% 66% 83% 100%









0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%



Q3 2010 Q4 2010 Q1 2011 Q2 2011 Q3 2011 Q4 2011









IS Accomplishment Report: February 2010 – July 2010 Page 2

Critical Issues

 Project completion is dependent on classroom availability for upgrades. Most classrooms

are occupied from 7am to 10pm daily. Allotting time in rooms for upgrades will be difficult.

Some overtime may be required. There is potential for schedule creep if we run into space

availability issues.



IS Goals Supported

 User technologies and support that enhance and facilitate research, service, teaching and

learning and economic development.

 Effectively and efficiently manage resources.







IS PROJECT - IP Video Distribution System – New Goal

We are in the early phases of concept design for an IP Video Distribution System for the UMKC campus.

The purpose of this project is to equip UMKC with a video-over-IP digital media system. This system will

improve the University’s ability to communicate through signage displays, televisions, and desktop

computers.



Systems currently on the market provide:

 Desktop Video

 Enterprise TV delivery

 Video-on-Demand (VoD) library access

 Pre-scheduled programming

 Integration with existing UMKC user-access

 Emergency notifications (signage)

 Blackboard integration for content delivery

 Live-streaming events intra-campus

 Group instruction

 Dormitory TV service

 Campus TV station delivery

 Digital signage content distribution



The initial plan is to have the design completed and ready for consideration by the end of Q1,

2011 to be included in FY 2012’s budget.



Critical Issues

 Currently, there are a limited number of mature IPTV product lines available. We anticipate

a substantial increase in available product lines in the next 12 to 18 months.

 Impact on network bandwidth will need to be researched if all video transport will be done

via the IP infrastructure.



IS Goals Supported

 User technologies and support that enhance and facilitate research, service, teaching and

learning and economic development.

 Effectively and efficiently manage resources.









IS Accomplishment Report: February 2010 – July 2010 Page 3

Increase professional development opportunities for staff

Professional Development goals have been identified after staff input and included in each staff

member’s performance evaluations. These goals are reviewed bi-annually. Training materials have

been purchased to allow for more in-house training to reduce budget expenses. We have identified

several possible training seminars and campus-offered training events for staff this year. We continue

to search for appropriate training opportunities and schedule them when possible.



Critical Issues:

 Making time for our staff to work on their professional development skills has to receive a

higher priority to continue the departments’ capabilities to complete custom AV projects.

 Allowing staff to attend training during working hours impacts our level of service and will

need to be accounted for in scheduling tasks and expected completion dates on projects.



IS Goals Supported:

 Effectively and efficiently manage resources.

 Continuous improvement in facilities, service and professional development.





Increase awareness and feedback surrounding the ILE Classroom systems

During this review period we conducted several one-on-one ILE user training sessions with faculty. We

continue to work with the Registrar’s office to assist in marketing ILE user training to faculty at the start

of classes. During the next review period, we plan to partner with ITS to provide ILE user training in

conjunction with their Instructional Technology classes. We have updated information about ILE

classrooms on our website and will continue to maintain its accuracy. Lastly, we are working on revising

our ILE survey to cover new systems installed and plan to send it out once a year during the fall

semester.



IS Goals Supported

 Provide user technologies and support that enhance and facilitate research, service,

teaching and learning and economic development.

 Effectively and efficiently manage resources.

 Communication, documentation and resources use that is accurate, understandable and

accessible

 Continuous improvement in facilities, service and professional development.









IS Accomplishment Report: February 2010 – July 2010 Page 4

Provide advanced technical expertise and services to UMKC academic units, and UMKC

departments

We have worked with several academic units and departments to design, install, and in most cases,

provide ongoing support for large number of complex AV systems during this review period.



Completed Projects

 ILE Hybrid Project – IS project to upgrade 62 classrooms with ILE systems

Lifecycle cost - $444,600

 Law School Room 028 – AV rich multi-purpose courtroom/classroom

Lifecycle cost - $76,738.57

 Law School AV Distribution – System to link rooms 02 – 05 for AV distribution and recording

Lifecycle cost - $4,148.80

 Miller Nichols Library Room 121 – ILE Classroom Conversion/Upgrade

Lifecycle cost - $23,235.19

 700MHz Microphone Replacements to comply with updated FCC regulations – 10 locations

Lifecycle cost - $4,500.00

 Johnson Hall Lounge Kiosks – Added four student computer kiosks

Lifecycle cost - $10,030.78

 Partnered with Central Systems to upgrade Lenel Security server and clients to latest

software and renew support contracts

 Worked with Lenel to repair parking script for Parking Control

 Coordinated numerous campus security hardware installations

 Partnered with Support Services to upgrade and transition 5 SCE computer labs to IS

management



Current Projects – Implementation Phase – ($1,277,475.80)

 Katz Hall Renovation – 3 Full ILE, 1 ILE Hybrid, and 2 Custom AV Systems

Lifecycle cost - $147,891.22

 New Student Union – 13 ILE AV meeting room systems, 17 digital signage locations, and a

building wide video/cable distribution system

Est. Lifecycle cost - $458,000.00

 Bloch 12/13 Renovation – Upgrade of Full ILE System to dual projector

Est. Lifecycle - $32,324.05

 Durwood Conference Room – Custom AV system

Lifecycle cost - $5,258.29

 ILE Maintenance 2010 Project – IS project to upgrade 58 ILE classrooms

Lifecycle cost – $304,346.50

 ITS Location-Remote Equipment – Procurement

Lifecycle cost -$157,546.06

 Miller Nichols Library 1st & 2nd Floor Renovations – 1 ILE Hybrid AV system, 1 dual partial

AV system, digital signage relocation, and 5 group study areas

Est. Lifecycle cost - $138,272.88

 FACET ILE Relocation and 1 Partial AV System

Lifecycle cost - $3,214.00

 PAC Green Room LCD – Replacement

Lifecycle cost - $2,215.44



IS Accomplishment Report: February 2010 – July 2010 Page 5

 PAC/Grant Digital Signage – Added 4 Scala signage displays

Lifecycle cost -$27,103.57

 Toy & Miniature Museum – Upgrade GUI and configuration of existing theater system

Lifecycle cost - $1,304.00



Current Projects – Design/Planning Phase – ($704,556.29)

 Flarsheim Hall 310 – distance education classroom

Est. Lifecycle cost - $112,556.29

 Grant Hall 227 – Full ILE classroom/recital hall

Est. Lifecycle cost - $37,773.10

 Campus IPTV System – UMKC cable-digital signage distribution system

Est. Lifecycle cost- $TBD

 Miller Nichols Library 114 & 303 – 1 Full AV system, 1 Partial AV system

Est. Lifecycle cost - $22,466.44

 4301 Distance Education Upgrade

Est. Lifecycle cost - $239,000

 Scala Digital Signage – Installed new centrally managed Scala digital signage infrastructure

for campus use. Currently working to move existing Scala users to new system.

 Collaborating with the School of Dentistry to design and program new classroom AV

systems.



IS Goals Supported:

 User technologies and support that enhance and facilitate research, service, teaching and

learning and economic development.

 Effectively and efficiently manage resources









IS Accomplishment Report: February 2010 – July 2010 Page 6

Other Notable Accomplishments:

 During summer 2010, the average Full ILE classroom utilization was roughly 15% higher than that of

Non-ILE classrooms. Hybrid ILE Classrooms utilization was roughly 6% higher than that of the Non-

ILE classrooms.





Classroom Hour Utilization

100%



80%



60%

Unused

40% Used

20% 44%

35% 29%

0%

Full ILE Classrooms Hybrid ILE Classrooms Non-ILE Classrooms





 During summer 2010, 91% of all Support tickets assigned to Classroom Technology Services were

resolved within a 24 hour period. Of this 91%, 46% were resolved within 1 hour.





Ticket Resolution Time



9%



46% 1 Hour

45% 2 - 24 Hours

> 24 Hours









 Completed $563,252.54 of AV projects during this review period.

 Increased the number of ILE classrooms from 122 – 129

 Added four ILE equipped non-classroom spaces

 Added four part-time AV Technicians to the team.

 Converted maintenance/functionality testing of ILE systems to be covered by part-time staff,

resulting in fewer user trouble tickets.

 Completed ILE Classroom system maintenance during break.

 Represented IS on the Miller Nichols Library Expansion Committee.

 Represented IS on the Campus Security Assessment Committee.

 Represented IS on the Student Success Center Concept Committee.

 Completed the UM Collaboration Calculator to aid in system wide IT collaboration.



IS Accomplishment Report: February 2010 – July 2010 Page 7

IS Security

Goals and Objectives Update

February 2010 – July 2010



Notable Accomplishments within Information Services Security:

 Implemented campus network edge security upgrades. These upgrades primarily prepare us for

upgrade to 10-gigabit inter-campus connections. They also provide better Internet bandwidth

prioritization. (to ensure video conferencing data has more priority over internet gaming traffic,

etc.) Some of the technology updates will also assist with detecting viruses in-transit on the

network.

 Implemented initial phases of inter-campus security event correlation. This technology will help

with detection of attacks that span campuses, and also improve tools for detecting attacks within

each campus.

 Helped in design and setup of model robotic pharmacy in the School of Pharmacy.

 Rebuilt the Forefront/MOM server cluster.

 Converted ESX hosts to version 4.

 Retired old blade servers and rack.









IS Accomplishment Report: February 2010 – July 2010 Page 8

Support Services

Goals and Objectives Update

February 2010 – July 2010





Support Services’ number one goal is to provide the campus community with prompt, courteous

services and resolve technology questions and problems in a timely manner. As a technology

department that works directly with customers throughout each day, we understand the importance of

customer satisfaction and responsive communication. We continually work on process improvements

and technical documentation to better serve the campus. Customer satisfaction reports and service

metrics for this past 6-month period can be found under the IS Call Center section of this report.

Other notable goals and accomplishments for Support Services this reporting period include the launch

of Remote Labs; completing an agreement for technology support with the School of Computing and

Engineering (SCE) and working to improve their student labs; the opening of a new student computing

lab in the Student Union; and the significant progress made on two separate email migration projects.

A brief update on each of these key initiatives and other important projects are listed below.



Support Services – Key Projects

 After several months of piloting Remote Labs with two

academic units and implementing several improvements, final

preparations were made to launch the new service for the start

of the fall semester 2010. Remote Labs provides students,

faculty and staff with 24x7x365 access to key software

applications and systems from any location on or off campus

via an Internet connection. Improvements to Remote Labs

included a new server and system upgrades that featured

failover clustering. Over 50-plus software applications were

added. A pilot project with Adobe was negotiated allowing the addition of even more new software

titles. Some labs have been customized to address the specific needs of the School of Computing

and Engineering, who helped pilot this project. Performance monitoring and detailed reporting

were also developed to ensure the system remained accessible.



 Information Services signed a memorandum of

understanding (MOU) with the School of

Computing and Engineering to provide technical

support for faculty, staff and students. The MOU

also included support for six heavily utilized

departmental student computing labs and

classrooms that provide access to 100+

specialized applications. The MOU provided an

opportunity to review all software licensing so

that it could be updated. Numerous A refreshed SCE Lab

improvements were made to the physical labs, including new computers along with new security

and network cabling. Labs were emptied and floors were completely stripped, cleaned and waxed.



IS Accomplishment Report: February 2010 – July 2010 Page 9

 To better monitor an expanding infrastructure of servers, systems and other network devices, a

UMKC customized monitoring and notification system was developed during the past six months.

This application allows Information Services to more proactively manage these systems in order to

prevent or reduce system outages.



 Much progress was made on two complex and challenging email migration projects during the past

six months. The u-wide student email migration project to Outlook Live was successfully completed

during the spring of 2010. During the same time, planning began for the faculty and staff email

migration. Students were moved to a more feature-rich Microsoft-hosted system over a 6-month

period, while faculty and staff accounts were migrated to a newer Exchange system at MU. Work on

the latter project has continued into the fall months with UM colleagues, as the last phases of the

project are completed. One of the largest challenges with both of these projects was assisting users

with a wide variety of mobile devices so that they continue to receive email messages.



 Numerous planning meetings for a new student computing lab in the Student Center took place this

past review period. Nineteen new computers with two high-capacity HP printers were ordered and

installed for the start of the fall semester.

Also available within the lab is a small, multi-

media room designed specifically for students

collaborating on assignments. Laptops can

very easily be connected and displayed on

large monitors so students can work on team

projects.



 Desktop Support staff completed the first

phase of a print queue migration project to a

MediaScape system in the Student Union Lab

virtual 64-bit print server. All departments

currently serviced by Support Services staff have been migrated to the new server. Additional print

queue migrations are being planned.



 As university budgets continue to be squeezed with the current financial crisis, Information Services

is working to explore new opportunities and alternative approaches to reduce costs, but still

maintain or enhance technology services for the campus. A few areas where we have successfully

collaborated with other campuses to provide technology services are listed below:

 Collaborated with MU to host Bomgar services for remote customer support for use by

multiple helpdesks

 Developed a UMKC LiveMail Management Tool for use across all UM campuses

 Partnered with MU to develop an MOU to provide technical support for Mizzou’s Blue

Springs facility









IS Accomplishment Report: February 2010 – July 2010 Page 10

UMKC IS Call Center

The Call Center responded to 16,091 support requests, resolving 13,099 tickets and escalating 2,992

tickets. The Call Center’s first-call resolution rate was 81%.



Time Period Total Number of Call

Center Support Requests

Q3 & Q4 2007 11120

Q1 & Q2 2008 10644

Q3 & Q4 2008 13673

Q1 & Q2 2009 12810

Q3 & Q4 2009 16564

Q1 & Q2 2010 16091



The last few years have seen a steady increase in support requests, primarily due to the new online

problem report tool. This tool allows users to submit requests 24 x 7 x 365.



Time Period Total Number of Web

Submission Requests

Q1 & Q2 2008 33

Q3 & Q4 2008 783

Q1 & Q2 2009 677

Q3 & Q4 2009 920

Q1 & Q2 2010 671



Over the last five years, the support volume in Support Services has steadily increased. Comparing the

periods of February – July 2009, and February – July 2010, we have seen a 16% increase in support

requests this year as compared to last. The support request volume represents an average of 395

additional requests per month over this same time period last year:









IS Accomplishment Report: February 2010 – July 2010 Page 11

2006 2007 2008 2009 2010

January 3084 2447 2670 2800 3660

February 1886 1595 1712 2118 3330

March 1710 1609 1763 2145 2812

April 1670 1923 1960 2402 2724

May 1761 2300 1880 2264 2362

June 2095 2044 2382 2634 2691

July 1860 2125 2540 2796 2807

August 3802 3673 4010 3654 3977

September 2015 1632 2414 2586 2904

October 1741 1703 2183 2115

November 1306 1667 1658 2771

December 1257 1364 1806 2386



This increase can be attributed to many factors, the most relevant at this time being:

 Student e-mail conversion from Exchange to Outlook Live, which went into full effect Spring

2010

 PeopleTools 8.5 upgrade

 Other factors, including larger on-line interactivity demand (Pathway, on-line applications,

MyHR, etc.), increased use of Blackboard and other classroom technology tools and a

continued increase in campus awareness of the Call Center as the IS contact point.



Customer satisfaction continues to remain high. The following chart represents customer satisfaction

data collected from surveys closed by IS Support Services for the period of February 1st, 2010, through

July 31st, 2010.









IS Accomplishment Report: February 2010 – July 2010 Page 12

Other Call Center Projects:

 Added new content to the UMKC RightAnswers Knowledgebase detailing Exchange 2007 migration,

Outlook Live, other changes in technology and UM/UMKC procedures and processes

 Worked closely with UM and Registrar’s office to deploy PeopleTools 8.5 upgrade

 Participated in numerous New Student Orientations in conjunction with the Admissions Office

 Participated in the Faculty New Orientation this past summer

 Continued to work with Admissions, Registration and Records and Financial Aid to review and

modify student SSO and e-mail account creation and notification procedures

 Continued to maintain and support Remedy Action Request System for tracking support requests



UMKC IS Desktop Support – Central Team

 Responded to and resolved 2044 routine desktop support requests:





Affiliation Ticket Count Percent

Faculty 428 5.5%

GRA/WorkStudy 115 4.9%

Other 13 0.6%

Staff 1319 79.4%

Student 269 9.6%

Total 1208





 Software deployment progress:

 Office 2007

i. 99% for ISSS clients (compared to 84% on 1/31/2010)

ii. 86% for entire campus (compared to 76% on 1/31/2010)

 Windows 7

iii. 49% for ISSS clients (compared to 5% on 1/31/2010)

iv. 35% for entire campus (compared to 7% on 1/31/2010)

 Added support in Remote Labs to provide alternative branding as potential UMKC shared service for

other UM campuses

 Created over 180 application deployment packages (see Appendix for list)

 Scheduled, imaged, configured and installed 93 new workstations as part of the 2010 Workstation

Replacement Program

 Mentored, assisted, built solutions for and provided backstop support to IT Liaisons on a daily basis

 Worked on multiple levels to prepare for the then-pending MOU with the School of Computing &

Engineering

 Provided IT support for special events, including the UM Life Sciences Summit, the UM Curator’s

Meeting and several New Student Orientations

 Completed migration to Windows 7 on nearly 600 computers in the IS Labs and ILE classroom

environments





IS Accomplishment Report: February 2010 – July 2010 Page 13

 Continued development and mastery of Operating System Deployment (OSD) methods to allow for

the complete automation of large-scale operating system deployment and software installation

 Integrated OSD deployment methods into PXE boot menu Imaging Service

 Provided Visual Studio 2008 training to one staff member

 Completed print queue migration phase of Printer Management project to virtual 64-bit print server

for ISSS client departments

 Started tracking faculty/staff/departmental print queues with PaperCutMF as part of the second

phase of the Printer Management project

 Revamped ISSS server storage infrastructure and backup scheme to use EqualLogic gear for

production use, but administer and manage separate backups to ISSS PowerVault SAN

 Setup new Apple Xserve to evaluate option for offering an Apple Mac OS X “terminal services”

experience for remote users

 Committed to consistent and timely patching cycle for Adobe Reader, Adobe Acrobat and Java in

light of trends in malware infections

 Created lifecycle management plan for ISSS server and related infrastructure

 Spent countless hours troubleshooting and communicating with software makers about very buggy

software, most notably, eInstruction CPS and Tegrity

 Performed total cost analysis of VMware-based thin client lab model in comparison to current

methods

 Integrated Innovation Center into ISSS departmental support model

 Upgraded 100+ ImageNow clients via antiquated, manual methods

 Cleansed and/or rebuilt dozens of malware-infected computers that were tracked back to Adobe

PDF exploits through Flash-enabled banner ads

 Participated on UMKC Server Policy working group

 Built and implemented test VSphere environment to evaluate VMware ESX and View 4.0 in

conjunction with thin client devices as potential components in new VDI terminal solutions

 Provided pre-deployment consultation services with departments on various IT projects:

 Counseling, Health and Testing Center - Titanium Web Entry system

 KCUR – server procurement and virtualization topics

 Registration & Records – Student PeopleSoft kiosks hardware/software

 Created or updated documentation for the following:

 Apple iPad VPN instructions

 InfoPrint setup procedures

 ISSS Server documentation

 LAMBS FileMaker installation

 Wireless networking steps for multiple operating systems

 Created, updated and managed OS images and OSD task sequences for the following:

 Special kiosk images for Student Health and Wellness, International Student Affairs,

Registrar’s Office and Human Resources

 Special lab images for BSBPA, Physics, Northland Campus and Athletics



IS Accomplishment Report: February 2010 – July 2010 Page 14

 Windows 7 for universal use (32-bit and 64-bit)

 Windows 7 for IS Labs

 Provided workstation and network support for UMKC students living on campus

 Updated Workstation Replacement Program ordering website

 Assisted with the migration of data from personal shares (e.g., J: drive) to departmental file shares



Affiliation Ticket Count Percent



Faculty 361 43.2%

GRA/Work Study 56 6.7%

Other 6 0.7%

Staff 360 43.1%

Student 53 6.3%

Total 836





UMKC IS Desktop - Arts & Sciences / School of Education/ School of Computing & Engineering

 Resolved 836 support requests during this period.

 Windows 7 upgrades applied

 >50 office workstations – While all new PCs are loaded with Windows 7, we have also begun

proactively targeting remaining instances of Windows Vista. The result for the user is

minimal change in OS functionality but with significant gains in system performance and

reliability.

 129 computers across 7 labs – This included all major A&S and SOE Windows-based lab

classrooms

 AUPD move to Katz Hall –This was a highly

coordinated effort among the department,

multiple IS divisions, and CFM. Move and

reinstallation was completed in only three

days, less time than originally expected.

 Reviewed building blueprints with faculty,

staff, and representatives from CTS and CFM

to plan final arrangement of new lab space.

AUPD thank-you reception for members of IS and CFM

 Moved and reinstalled AUPD office & lab computer equipment to

new location in Katz Hall

 27 Lab PCs, plus all printing equipment

 11 Faculty/staff PCs

 Apple iPad – With the emergence of this product last winter, faculty,

especially, were anxious to explore its possible uses in education.





 Image Development – Updated OS X disk images for Mac with Office UMKC Exchange E-mail on the iPad

2011 and latest security patches.

 Print Queue Migration - Remaining print queues in A&S moved from legacy print servers to kc-

print2.



IS Accomplishment Report: February 2010 – July 2010 Page 15

 Laptop Support - Users receiving new or rebuilt laptops now receive documentation with quick

instructions for obtaining technical support while traveling. This is particularly helpful for users

traveling abroad, especially if they must seek emergency hardware support from a Dell or Apple

repair center. The printed form contains vital information about the laptop in addition to contact

information for UMKC Information Services.

 Apple Support Website – New instructions added for configuring Entourage and Outlook for Mac for

use with Exchange 2007 and for connecting to network file shares from off campus.

 Software Evaluation

 Microsoft Office 2010 for Windows

 Microsoft Office 2011 for Mac – This is a major new release and includes a full Outlook

client, unavailable for the Mac the last 9 years. Early tests suggest this will significantly

improve the Exchange e-mail and calendar experience for our Mac users.

 Technician Certifications – One additional technician earned Dell hardware certification; two

technicians renewed Apple hardware and OS certifications.

 Computer Replacement – Deployed 64 computers purchased through the 2009-10 Workstation

Replacement Program.

 Document management – Collaborated with UM Procurement Services to review vendor candidates

for document management standardization.

 School of Computing & Engineering – Improvements made before start of Fall 2010 semester

 Relocated one technician to office space in Flarsheim Hall to establish a support presence in

SCE.

 Cleaned out unused office space in RHFH 458 and 459, freeing over 700 square feet of

usable work space.

 Prepared a multitude of old equipment for surplus to free up office and storage space,

including:

i. 112 computers, 21 laser printers and 96 CRT monitors

 Replaced over 20 CRT monitors still in use in the server room with energy-efficient LCD

monitors.









IS Accomplishment Report: February 2010 – July 2010 Page 16

 Disassembled and cleaned all furniture and equipment in 6 computer lab classrooms to

allow Campus Facilities to clean floors and install new carpet in under two weeks’ time.

Thanks also to IS Net/Telecom for all cable replacements and data jack repairs.









IS Accomplishment Report: February 2010 – July 2010 Page 17

Hardware Acquisition

 During the period of February 1 – July 31, 2010, hardware purchases totaled $310,120.59. Of that

total, 62% of orders were placed through eProcurement. That translates to $191,055.55. The

remaining 38% of orders were placed using a UMKC Procard credit card. Procard purchases were

$119,065.04 for the six-month period.

 The Procard monthly average was almost $19,850. The eProcurement monthly average was nearly

$31,850, making the monthly total average close to $51,700 a month.





Month Procard eProcurement

10-Feb $13,500.59 $ 30,923.78

10-Mar $19,010.89 $ 31,546.47

10-Apr $19,546.24 $ 38,295.56

10-May $27,608.72 $ 38,095.25

10-Jun $15,287.77 $ 16,634.55

10-Jul $24,110.83 $ 35,559.94

$119,065.04 $ 191,055.55 $310,120.59









Feb-July

$191,055.

$200,000.00 55



$150,000.00 $119,065.

04

$100,000.00



$50,000.00



$-

Procard ePro









IS Accomplishment Report: February 2010 – July 2010 Page 18

 There were 17 vendors that received orders during the period. As might be expected, Dell received

the most orders, totaling over $172,500. Apple was a distant second—orders totaled about half that

of Dell—at just over $92,600. One other vendor, GovConnection, had orders totaling more than

$10,000. The six month GovConnection total was $31,754.70.

 eProcurement vendors CDW-G and OfficeMax received orders for $8,265 and $1,203 respectively.

No other vendor exceeded the $1,000 mark.





Vendor Procard ePro Totals

Amazon.com $ 896.61 ----- $ 896.61

Apple $ 49,906.28 $ 42,696.00 $ 92,602.28

Buydig.com $ 109.92 ----- $ 109.92

CDW-G ----- $ 8,265.06 $ 8,265.06

Crucial $ 299.93 ----- $ 299.93

Dell $ 52,342.38 $ 120,206.35 $ 172,548.73

DiSys ----- $ 197.15 $ 197.15

Genesis Str $ 24.72 ----- $ 24.72

Google $ 324.70 ----- $ 324.70

GovConn $ 13,266.83 $ 18,487.87 $ 31,754.70

Kahlon $ 247.40 ----- $ 247.40

Monoprice $ 85.72 ----- $ 85.72

Newegg $ 296.96 ----- $ 296.96

OfficeMax $ 1,203.12 $ 1,203.12

Pacific

Battery $ 417.60 ----- $ 417.60

Secure-IT $ 809.99 ----- $ 809.99

UPS $ 36.00 ----- $ 36.00

$ 119,065.04 $ 191,055.55 $ 310,120.59







0% Purchases by vendor

3% 1% 0% Dell

10%

Apple



GovConn

30% 56%

CDW-G









IS Accomplishment Report: February 2010 – July 2010 Page 19

Other activities

 Approved 117 eProcurement departmental orders

 Followed up on the Workstation Replacement project, carried over from January 2010

 tracked WRP orders, compiled a master list of WRP order numbers and service tag numbers

 Participated in a "thin client" project

 obtained thin client quotes from HP, Dell and GovConnection

 Attended a number of recurring and special meetings, and one training session

 quarterly Procurement meeting

 monthly IT liaisons meeting

 VPA (Volume Purchase Agreement) quarterly teleconference

 quarterly Dell/HP Standards teleconference



 Worked with Dell account representative to obtain evaluation hardware for review and use

 Worked with Dell account rep to keep our on-line ordering pages correct and up-to-date

 Tracked lost orders, amending or cancelling orders at the customer's request

 Returned bad or unwanted new hardware

 Provided assistance to departments in identifying, pricing and replacing stolen equipment

 Provided hardware inventories when requested by departments

 Completed Dell transferable-of-ownership forms as required

 Began discussions with Procurement regarding a printer standardization contract





Software Acquisition

 Obtained approval to serve out EndNote (faculty/staff), SAS, SPSS, Ansys Fluent, FEKO, LabView, MD

Adams, SolidWorks through Remote Labs

 Provided user community with access to reduced pricing for personal copies of Microsoft Office

2010 through the Home Use Program

 Worked with Bloch School of Business to make Microsoft Developer’s Network Academic Alliance

free software suite available to their students

 Upgraded adaptive software in student labs (Jaws and ZoomText)

 Increased student counts used by PaperCut (print monitoring software)

 Increased student counts used by KeyServer (software monitoring software)

 Worked with system campuses to increase efficiency through shared services

 Worked with UM System staff to test Microsoft MAK key distribution software

 Participated in monthly system-wide conference calls to discuss Microsoft Premier Support

contract issues

 Worked with UM Procurement staff to establish best purchasing method for software buyer

– determined ProCard use where possible is most economical - adjusted ProCard limits

upward

 Represented IS on the Campus Sustainability Committee





IS Accomplishment Report: February 2010 – July 2010 Page 20

 Continued working with Dell representatives to persuade them to stop using non-recyclable #4 LDPE

packaging material

 Placed software orders for various departments on ProCard ($156,641.75)

 Placed major software orders and renewals through eProcurement ($78,695.00)

 Tegrity (podcasting) - $64,795.00

 Maple - $13,900.00

 Renewed shared system contracts ($32,334.60)

 Apple Support - $4,796.00

 AutoCAD - $5,000.00

 RightAnswers - $3,708.00

 SAS - $8,110.00

 SPSS - $10,720.60

 Placed hardware orders in support of hardware buyer ($59,083.30)

 Dell - $44,203.52

 Apple - $3,714.00

 Wyse - $7,027.12

 Printers - $3,889.45

 Miscellaneous hardware - $249.21

 Renewed licenses for Apple Server Support, AutoCAD, EndNote, Ghost, KeyServer, Learning Objects,

ListServ, Maple, Moodle, PaperCut, RedHat, Respondus, SAS, SPSS, Tegrity

 Announced release of Maple 14

 Improved relationship with Adobe – we now have a dedicated campus representative









IS Accomplishment Report: February 2010 – July 2010 Page 21

 Continued to work with Desktop team to expand software packages available through SCCM







IS Support Services Lab Management Office

 Maintained operations in eight IS-managed open-access general use student computer labs, seven

restricted access labs, and supplied one associated classroom. 10,333 people used these sites

during this time:



Lab Name Individuals

Bloch 110 2,100

Health Sciences 1,185

Johnson Hall 431

Miller Nichols 2,954

Oak Place Labs 678

Royall Hall 5,450

School of Education 2,907

University Center 2,084







 Worked with Student Affairs to coordinate the opening of the computing lab in the new Student

Union building.

 Worked with the School of Computing and Engineering on transitioning management of five

computer labs to the Lab Management Office.





IS Accomplishment Report: February 2010 – July 2010 Page 22

 Collaborated with various schools and departments to ensure student computing needs were met.

 Scheduled 23 classes in the Royall Hall/Health Sciences Building computer labs.

 Staffed MNL for extended hours for Spring Semester finals.

 Staffed registration sessions during 8 new student orientations.

 Received 48 applications for Student Assistant positions, interviewed 27 prospective new hires, and

hired 26 new Student Assistants for IS-managed labs. Conducted 4 new-hire orientations.

 Processed over 6,800 shifts and supervised over 19,000 Student Assistant man-hours. Completed

reviews for 56 Student Assistants.

 Supported student printing needs by keeping supplies on hand and printers ready for use. Over

340,000 print jobs were printed in IS-managed general student use computer labs, totaling nearly

two million pages.









IS Accomplishment Report: February 2010 – July 2010 Page 23

Appendix

 List of 180+ application packages created by Desktop Support for deployment over the past 6

months



 ACT AIM 2.1 - 2010.05.18  Microsoft Visio 2010 Prof 32 - 2010.07.16

 Adobe Acrobat 9.3.3 Professional -  Microsoft Visual C++ 2008 SP1 Redistributable

2010.07.14 Package - 2010.06.16

 Adobe CS5 Master Collection -  Microsoft Visual Studio 2008 SP1 - 2010.06.14

2010.06.10  Microsoft Visual Studio 2010 - 2010.05.20

 Adobe CS5 Production Premium -  Microsoft Visual Studio 2010 Express -

2010.07.15 2010.07.23

 Adobe CS5 Web Premium - 2010.06.21  MiniTab 15 - 20010.05.06

 Adobe Font Folio 11 - 2010.07.20  Mozilla Firefox 3.6.3 - 2010.04.26

 Adobe InDesign CS5 - 2010.06.010  Mozilla Firefox 3.6.7 - 2010.07.21

 Adobe Photoshop CS5 - 2010.06.02  Notepad++ 5.7 - 2010.07.23

 Adobe Reader 9.3.2 - 2010.04.23  Oracle 10 2 4 Win7 32bit - 2010.02.08

 CDBurnerXP 4.3.5.2256 - 2010.07.23  SCE - Abaqus - 2008.08.19

 Cisco Agent Desktop 7.0(1) -  SCE - Alice 2.2 - 2010.03.19

2010.06.09  SCE - Ansoft Ensemble SV 2.0.57.0 - 2010.04.28

 Cisco Supervisor Desktop 7.0(1) -  SCE - AutoCAD 2010 - 2010.04.30

2010.06.09  SCE - AutoScreenRecorder 3.1.115 - 2010.06.15

 CPS 6.55.0762 - 2010.06.01  SCE - BlueJ 3.0.1 - 2010.07.23

 ICF Adobe Web Players - 2010.06.11  SCE - ConTEXTv0_986 - 2010.03.19

 ICF AIM 7.2.6.1 - 2010.04.27  SCE - CSIM 19 - 2010.06.14

 ICF DragonTag - 2010.03.29  SCE - CUDA Toolkit 3.0 - 2010.04.28

 ICF Ebrary - 2010.07.30  SCE - Cygwin 1.7.5 2010.04.28

 ICF FileZilla 3.3.3 - 2010.07.23  SCE - Eclipse 3.5.2 - 2010.03.22

 ICF Gleim CPA 2010 - 2010.03.17  SCE - Erlang OTP R13B04 - 2010.03.22

 ICF Inspiration 9 - 2010.05.21  SCE - Exceed7.1 - 2010.05.05

 ICF Jaws 11 - 2010.2.16  SCE - FEKO - 2010.04.28

 ICF MatLab Toolbox - 2008.01.16  SCE - GIMP 2.6.10 - 2010.07.23

 ICF Paint.NET 3.5.5 - 2010.04.26  SCE - Glut-3.7.6 - 2010.03.22

 ICF Peachtree 2010 -  SCE - Graphviz - 2010.05.03

2010.04.12.SOURCE  SCE - GSview 4.9 - 2010.03.19

 ICF PowerDVD DX 8.3.1.6107 -  SCE - HEC - 2010.03.23

2010.04.26  SCE - HTMLkit Build292 - 2010.03.19

 ICF ProSeries 2009 - 2010.02.05  SCE - Java3D 1.5.2 - 2010.05.25

 ICF PuTTY 0.60 - 2010.04.28  SCE - JCreator 4.5 - 2010.05.05

 ICF Quicktime 7.6.6 - 2010.04.26  SCE - JDK 6u20 - 2010.05.25

 ICF Yahoo! Messenger 10.0.0.1258 -  SCE - Jena 2.6.3 - 2010.06.03

2010.04.27  SCE - Jess 7.1p2 - 2010.05.05

 ICF ZoomText 9.18.7 - 2010.03.30  SCE - MatLAB R2009b - 2010.03.23

 iTunes 9.1 - 2010.04.01  SCE - MD Adams 2010 - 2010.06.17

 Java 1.6u20 - 2010.04.16  SCE - Microsoft Robotics Developer Studio 2008

 MatLab 2010a - 2010.03.17 R2 Express Edition - 2010.03.23

 Microsoft .NET Framework 4.0 -  SCE - Microsoft XNA Game Studio 3.1 -

2010.07.23 2010.03.23

 Microsoft Communicator 2007 -  SCE - MicroStation - 2010.05.05

2010.03.25  SCE - MiKTeX 2.8 - 2010.03.19

 Microsoft MapPoint - 2010.07.21  SCE - MRDS 2008 R3 - 2010.06.01

 Microsoft Office 2010 - 2010.04.28  SCE - Nonlin 2.5 - 2010.03.23

 Microsoft Project 2010 Standard -  SCE - NUnit 2.5.5 - 2010.06.15

2010.07.12  SCE - OPNET 16 - 2010.03.19



IS Accomplishment Report: February 2010 – July 2010 Page 24

 SCE - OWL-S Editor - 2010.03.23  SCE - SWMM 5.0.0.18 - 2010.06.11

 SCE - Petite Chez Scheme - 2010.03.23  SCE - TortoiseSVN 1.6.7 - 2010.03.23

 SCE - Protege 3.4.4 - 2010.05.06  SCE - TSIS 6.1 - 2010.05.17

 SCE - PSpice 9.1 - 2010.03.19  SCE - VisualAnalysis 7.0 - 2010.06.03

 SCE - Python 3.1.2 - 2010.06.08  SCE - VLFeat 9.7 (MatLab) - 2010.05.18

 SCE - Risa3D 4.5 - 2010.05.05  SCE - Weka 3.6.2 - 2010.03.23

 SCE - SolidWorks 2010 - 2010.07.28  SCE - Wireshark 1.2.8 - 2010.05.14

 SCE - Xming 6.9.0.31 - 2010.03.22

 SecondLife 2.0.1.203797 - 2010.04.29

 SOE - Geogebra 3.2 - 2010.05.14

 SOE - Google Chrome 4.1 - 2010.05.14

 SOE - Google Earth 5.1 - 2010.05.14

 SOE - InspireData 1 - 2010.05.20

 SOE - Windows Moviemaker 2.6 - 2010.05.14

 Tegrity 7.5.782 - 20010.07.16

 VLC 1.1.0 - 2010.06.25



 Evaluations for compatibility and performance were completed for the following products:

 Apple iPad

 Dell FX100 and FX160 tiny desktops

 Foxit Reader

 HP 5545 thin client

 Macintosh OS X Terminal Server iRAPP

 Microsoft Office 2010

 PaperCutMF web printing

 SkillSoft courseware

 VMware ESX

 VMware View 4.0

 Wyse C10LE and C90LEW thin clients









IS Accomplishment Report: February 2010 – July 2010 Page 25

Infrastructure Services

(Networking, Telecommunications & Central Systems)

Goals and Objectives Update

February 2010 – July 2010



IS PROJECT - Expand Wireless Systems (Goals 1, 2, 5)

With 325 wireless access points installed campus wide we are now expanding wireless coverage in

campus buildings to cover classrooms, offices and other usable spaces. In most buildings this would be

80% to 90% of the floor space allowing for seamless network access as you move throughout a building.

We have also upgrading access points to the 802.11n standard. See the appendix for current buildings

with wireless coverage.



Critical Issues

 The new wireless standard 802.11N, was just approved in September of 2009, will require

replacing every access point on campus with a new unit. New units may be more costly,

especially when they first hit the market.

 The new 802.11N antennas take additional inline power so a new IEEE 802.3 inline power

standard is out as well. This will require replacing at least some blades in network switches

with new blades that support the new power standard. This process was completed over

the last year months.

 Projections based on Networking & Telecommunications budget at 2007 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2007 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.









IS Accomplishment Report: February 2010 – July 2010 Page 26

IS Goals Supported:

 Physical infrastructure that delivers seamless, secure, reliable, anytime and anyplace user

access.

 Effectively and efficiently manage resources.

 Assessment of and responsiveness to campus information technology needs.









IS Accomplishment Report: February 2010 – July 2010 Page 27

IS PROJECT - INFRASTRUCTURE IMPROVEMENT

Upgrade Building Wiring Infrastructure (Goals 1, 5)

We have completed infrastructure upgrades in the Bloch School of Business, Health Sciences building,

Union Station, Biological Sciences, Spencer Chemistry, Fine Arts, School of Education, Durwood Soccer

Stadium, Johnson Hall, Pershing Place Bld. and are currently working on the Law School. We hope to

complete the Law School upgrade to Category 6 cable in next few months and then move to the Medical

School. See Appendix for status chart by building.



Critical Issues

 New cable standards like Category 7 that will support 10 gigabit connections are projected

to be out in 20011. New standards have increased the cable size and made cable stiffer.

These new cables require larger conduit sizes and longer installation times, which increase

cost.

 Copper cable prices have more than doubled in the last 5 years driving up the cost of many

of the supplies we use on a daily basis. If this inflation rate continues cost of materials could

cause us to slow or stop some installations due to insufficient budget.

 Projections based on Networking & Telecommunications budget at 2007 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2007 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Physical infrastructure that delivers seamless, secure, reliable, anytime and anyplace user

access.

 Effectively and efficiently manage resources.









IS Accomplishment Report: February 2010 – July 2010 Page 28

IS PROJECT - VoIP Roll Out (Goals 1, 2, 5)

We started rolling out voice over IP phones first to all of Information Services and then in the new

Health Sciences building. We have now replaced phones in Manheim, Royall, Haag, Flarsheim, Fine Arts,

Old Maintenance, Nursing School, Spencer Chemistry, Biological Sciences buildings, Dental School, Oak

Place, Oak Street, Johnson Hall and are working on the Administrative Center. Each person who

currently has a campus phone will receive a new IP phone similar in functionality at no charge to the

department. See http://www.umkc.edu/is/nt/umkc-phone.asp for more information on phones. See

Appendix for buildings with VoIP phones deployed.



Critical Issues

 This project is dependent on both the campus network and each buildings cable plant

infrastructure. IP phones require inline power for greatest functionality which requires a

Category 5 or higher cable plant. This project would slow if the campus infrastructure

project is delayed.

 The campus PBX is 25 years old and a catastrophic failure would require an immediate

cutover to IP phones.

 Projections based on Networking & Telecommunications budget at 2007 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2007 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Physical infrastructure that delivers seamless, secure, reliable, anytime and anyplace user

access.

 Effectively and efficiently manage resources.









IS Accomplishment Report: February 2010 – July 2010 Page 29

IS PROJECT - Disaster Recover (Goals 1, 3, 5)

Existing data centers are not being used redundantly. This project will upgrade the data storage and

backup hardware, using current technologies like virtualization and SAN replication to take advantage of

diverse locations. This will provide high availability and greater fault tolerance for servers.



Critical Issues

 Insufficient backup resources to protect existing servers.

 Unreliable backup software.

 Existing data is vulnerable to a single site disaster.

 Projections based on Networking & Telecommunications budget at 2009 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2009 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access.

 Effective and efficient management of resources.

 Continuous improvement in services, facilities, and professional development.









IS Accomplishment Report: February 2010 – July 2010 Page 30

IS PROJECT – Student Email Migration (Goals 1, 3, 5)

Student Email accounts are being migrated to Microsoft Live Mail partially as cost saving but also to

provide additional services. These include, a permanent account that they can keep after they

graduate, a significant amount of additional storage and Live Mail collaboration tools.



Critical Issues

 We lose control of the hardware and application software.

 A MOREnet outage will take down student on campus access to E-mail.

 Projections based on Networking & Telecommunications budget at 2009 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2009 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access.

 Effective and efficient management of resources.

 Continuous improvement in services, facilities, and professional development.









IS Accomplishment Report: February 2010 – July 2010 Page 31

IS PROJECT - Server Virtualization (Goals 1, 3, 5)

Existing data centers are nearing capacity for space, power and cooling. Virtualization of over 100

servers will reduce the loads in all three of these areas. Virtualization allows the separation of the host

operating systems from the physical hardware making the systems more reliable, scalable and efficient.



Critical Issues

 Existing servers are vulnerable to hardware failures.

 Existing servers are vulnerable to a single data center disaster.

 Many existing servers are in need of life cycle replacement.

 Projections based on Networking & Telecommunications budget at 2009 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2009 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Infrastructure that delivers seamless, secure, reliable, anytime and anyplace user access.

 Effective and efficient management of resources.

 Continuous improvement in services, facilities, and professional development.









IS Accomplishment Report: February 2010 – July 2010 Page 32

Network Core and Building Electronics Lifecycle (Goals 1, 3, 5)

UMKCnet has over 300 routers, switches and other electronic devices that make it functional. These

systems are replaced on a 5 to 6 year lifecycle plan to keep the network reliable, robust and

maintainable with current hardware and software contracts. See Appendix for building by building

electronics lifecycle status.



Critical Issues

 The campus keeps growing and expanding without adding additional resources to support

the voice and data networks. Just in the last few years 8 new buildings have been built and

3 other additional locations added to the network. During that same period the Networking

& Telecommunications budget has been cut.

 Network equipment connectivity is dependent on the campus fiber optic cable plant. This

plant is aging and some of the older fiber may have to be replaced to support newer speeds

like 10 Gigabit Ethernet.

 VoIP systems are dependent on the campus network and infrastructure for reliable

operation. If funding is insufficient to keep UMKCnet equipment current both voice and

data systems could fail.

 Projections based on Networking & Telecommunications budget at 2007 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2007 or higher staff levels. This project would stop or substantially

slow down with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Physical infrastructure that delivers seamless, secure, reliable, anytime and anyplace user

access.

 Effectively and efficiently manage resources.









IS Accomplishment Report: February 2010 – July 2010 Page 33

Network new buildings (Goals 1, 5)

UMKC is currently building a new Student Union, expanding the Miller Nichols Library, remodeling Katz

and Cherry Street Halls. The first 3 will open for Fall Semester 2010 and the last for Spring Semester

2011. These projects require extensive planning, engineering and staff time both before and during the

buildings construction. Bringing voice and data systems online when a building is completed requires

the efforts of the entire Networking & Telecommunications staff.



Critical Issues

 Additional buildings with additional voice and data equipment put a greater demand on

campus resources. Specific to Information Services, network usage both wired and wireless,

the load on the Internet connections which cost hard dollars to increase, Call Center

support, trouble tickets and onsite visits to repair and trouble shoot issues, network

security, etc. These projects include cost for cable plant and electronics but no additional

resources for staff or ongoing maintenance of infrastructure.

 Projections based on Networking & Telecommunications budget at 2007 or higher levels

with no additional projects or funding requirements that would use departmental hard

dollars.

 Projections based on 2007 or higher staff levels. Building projects could not make deadlines

for building openings with staff cuts or vacant staff positions for extended periods of time.



IS Goals Supported:

 Physical infrastructure that delivers seamless, secure, reliable, anytime and anyplace user

access.

 Effectively and efficiently manage resources.









IS Accomplishment Report: February 2010 – July 2010 Page 34

Appendix

Individual Infrastructure Services accomplishments this period:



 Internet1 link speed increased from 170M to 250M.

 Networking & Telecommunication staff attend over 300 hours of training during this reporting

period.

 Upgraded Northland Campus connection from 6M T1’s to 10M Ethernet.

 Upgraded the operating systems on over 300 network devices with the latest security patches and

updates.

 Staff member served as the campus building liaison representative.

 Completed over 306 moves, adds and changes on the voice and data networks.

 Responded to, solved and closed 1,060 trouble tickets recoded in Remedy.

 Installed 226 Voice over IP phones.

 Virtualized over 60 servers.

 Upgraded IPCC (Call queueing software) from v.6 to v.7.

 Two Staff members served on the ICN committee.

 Designed the infrastructure voice and data cables systems for Student Union, Miller Nichols Library

addition, Katz Hall, and Cherry Street Hall.

 Processed over 3.1 million calls through voice systems.

 Staff member served on the campus recycle program committee.

 Tom Tasset presented at the MOREnet Helix conference.

 Two staff members served on the System Wide Electronic Mail committee.

 Upgraded the operating system on all wireless access points (325) with the latest patches and

updates.

 Upgrade Lenel security server software.

 Installed voice lines for Cherry street parking lot parking control system.

 Install patches on Exchange servers.

 Marked University buried cable plant locations as required by law for Missouri One Call over 362

times during this reporting period.

 Upgraded Call Manager (VoIP PBX) from v.6 to v7.15.

 Serviced on the new Student Union building committee.

 Wireless Access Points were added to Swinney Rec. Center, Oak Place Residence Hall, Johnson

Residence Hall, Oak Street Residence Hall, Western Missouri Mental Health, Copenhagen Staff,

Durwood Soccer Complex, Health Sciences Building and the Administrative Center.









IS Accomplishment Report: February 2010 – July 2010 Page 35

UMKC WIRELESS INVENTORY



Average

Monthly Average Cost

Vendor Count Cost per Device



AT&T 179 $13,752.00 $76.83

Sprint/Nextel 188 $8,572.00 $45.60

T-Mobile 16 $997.00 $62.31

Verizon 37 $2,376.00 $64.22



Totals 420 $25,697.00 $61.18









Verizon

T-Mobile 9%

4% AT&T

42%









Sprint

Nextel

45%









IS Accomplishment Report: February 2010 – July 2010 Page 36

Wireless Coverage Map – University of Missouri-Kansas City









IS Accomplishment Report: February 2010 – July 2010 Page 37

IS Accomplishment Report: February 2010 – July 2010 Page 38

Information Access

Goals and Objectives Update

February – July 2010



Efforts of the Information Access Division during the period February through July 2010 were notable for

the improvements made in measurements of customer response times, despite a steady increase in

requests for service. All divisions had singular and combined successes.



Instructional Technologies (ITS) The campus continues an upward usage trend with Wimba and Tegrity.

UMKC has developed an initial iPhone applications and started development on multiple mobile phone

applications.



Information Manipulation Services (IMS) spent resources and time on large projects for the School of

Dentistry, Pharmacy and Arts & Sciences. The Drug Information Center project is a multi-campus effort

where data is stored for faculty, staff and students at multiple campuses in the UM System.



Information Presentation Services (IPS) continued to create a high quality web development UMKC.

Highlight projects during this time period included work on the Black Women Leader’s conference and

the Nursing NCC conference. These ecommerce and event registration projects met the needs of the

event organizers and saved countless man hours while providing the end user a much nicer end product.



Information Access played a key role videotaping and producing many campus wide UMKC events. IA

continues to play a key role in defining and developing distance education solutions for the campus.









IS Accomplishment Report: February 2010 – July 2010 Page 39

ITS Highlights

Projects, Research and Development, and Personnel



Concurrent Blackboard Users

 UMKC during the week is getting around 330 concurrent users during peak times of the day



UMKC Cable Network

 Stated program to establish relationships with producers

 Schedule TV programs to be broadcast

 Continue work with Penn Valley Community College to provide Kansas City with educational classes

and programming

 Archive TV programs to store for rebroadcast

 Provide the public with an online and real-time cable schedule

 Seek out new sources of programming

 Efficiently find solutions to cable related problems

 Increased number of programs significantly



Interactive Video Group

 Interactive Video’s primary responsibilities during this period were to support ITV distance learning

events and support video conference meetings. Here is the hourly breakdown of the events we

supported February through July:

ITV distance learning 1033

Staffed video conference meetings 114

Non-staffed video conference meetings 61

Pre-recorded distance learning lectures 25

 Secondary support for Rural Nurse Initiative events. The RNI events are similar in concept to ITV

distance learning.

 ITV shot footage for an academic video for Dr. Cydney.

 The ITV group also assisted on two video projects during this period, including the Student Union

Documentary directed by Brian Lemmons, and a streamed Town hall event on April 29th.

 During this period, Ben Zygmunt and Jason Levy specified $157,000 of video production equipment

to either replace or upgrade our existing equipment. Due to the amount of research required, the

project took 4 months to complete (approximately March through June). The list was prepared in

conjunction with Jim Gaar and Scott Mallen, who helped identify necessary components. Dave

Deleersnyder and Jamie Rinehart served as engineering consultants. Ongoing responsibilities were

attended to during this time.

 Projections for ITV’s part time staffing needs for the Fall 2010 semester were completed in June.

Interviewing to select 4 new part time employees was completed in July.

 A first edition ITV control room manual was completed in July, to aid with training.



Miscellaneous IA News

Tegrity

 Third year administering the Tegrity Podcasting project.

 Negotiated a multi-year campus-wide Tegrity license in conjunction with UMC

 Coordinated the conversion of the old Tegrity server into a Virtual Appliance with larger drive

space





IS Accomplishment Report: February 2010 – July 2010 Page 40

 Coordinated the setup of a test appliance

 Working on making Tegrity available by default for all courses in Spring 2011



ePortfolios:

 Third year of Foliotek ePortfolio project

 Continued successful usage by the History and Dental Hygiene departments

 132 active Dental Hygiene accounts

 120 active History accounts



eCalendar:

 Second year administering the UMKC eCalendar

 Implemented a new website for the UMKC calendar to act as a one stop shop for event

submission, calendar requests etc.

 Currently support 56 calendars that feed into the main UMKC calendar

 Approximately 62,098 views in the months of September



Media Outreach:

 Continued administration of UMKC’s YouTube channel

 Advised and assisted departments in promoting their videos via the YouTube Channel

 UMKC is currently among the top 30 most subscribed-to EDU channels on YouTube



Web and Application Development:

 Successfully implemented and submitted an iPhone app to the Apple Store – Free app is now

available for download

 Working on additional iPhone apps

 Researching Android Development



Miscellaneous

 Research and Project Coordination for extended hours support

 Worked on RFP for Extended Hours support

 Co-Chair for Web Liaison Group

 Helped establish a Programmers Discussion Group

 Updated user support documentation to reflect changes in upgrade to Blackboard 9.

 Provided over 50 Blackboard training sessions in multiple locations on Volker campus, Hospital

Hill campus and online.

 Provided specialized training sessions for departments (including the Conservatory, Dental

School, School of Pharmacy and Medical School) and individuals.

 Organized Instructional Technology Conference for UMKC instructors.

 Work continued on this project through February

 Additional Exchange Account Clean-up Project involving thousands of accounts (March 26)

 Weekly Exchange Account Management and SSO Form printing report information remains

unchanged

 Updated and greatly enhanced the Unlawful Discrimination/Sexual Harassment Training

Participant management web site. The web site’s functionality was greatly increased. (It wasn’t

mentioned on the August 2009 thru Jan 2010 Accomplishments.)

 Put most of the process together, and in operation, that updates numerous Active Directory

distribution lists. Each distribution list has its own individual VBscript that is ran by a scheduled

task.



IS Accomplishment Report: February 2010 – July 2010 Page 41

Academic Enhancement

 The group has started, completed and continued work on many projects of differing sizes. The

projects support faculty, students and staff throughout the university.



 Bloch School lecture series Event Coverage (multiple events)

 Integra Reality Conference - Bloch School

 Division of Diversity, Access & Equity (multiple events)

 UMKC Spencer Chemistry Award

 Teach & Learning Online Classroom w/Lee Graham (multiple events)

 SI Training

 Healthcare Debate

 Power point conversions to Flash for instructors

 UQUEST update

 School of Education Summer Immersion Project

 E E Thompson Courtroom mini documentary

 Black Women’s Leadership Conference Event Coverage (multiple events)

 Steve Harvey Morning Show Event Coverage

 Event Coverage to commemorate the signing of the Constitution Law School

 Swinney Senior Project

 Geometrics Learned

 Bloch School EOY

 General Education Streaming (multiple events)

 Alumni Awards

 Video Presentation for National Education Seminar

 Michel Song Video for VCC

 Staff and Faculty Awards

 Dean Tan Video

 Applied Language Institute ( In-progress)









IS Accomplishment Report: February 2010 – July 2010 Page 42

Instructional Design

 The UMKC Instructional Design group has focused on offering training sessions in best practices

related to online courses. ID works with individual departments to incorporate assessment, goals,

and best practices to provide a sound structure for online learning. ID is also certifying online

courses for quality under supervision from the Provost office. ID is offering certification of online

instructors who have the opportunity to experience an online course from the perspective of a

student while studying techniques to communicate effectively with this type of learner.



Courses Being Prepared/Revised/ Supplemented for Online Delivery Currently

Kurz Comm110 Spring

LaFevers Health Assessment Spring

Diane Smith Education Spring

Judy McCormick Mass Comm Spring

Lisa Hill Meteorology Spring

Marszalek, Jacob M. Statistics Spring

Wayne & Eileen Vaught Bioethics Spring

Gus Jacobs Education Spring

Dr. Loyce Caruthers Education Spring

Dr. Donna Davis Education Spring

Dr. S. Marie McCarther Education Spring

Everett Med Music Spring

Prue Social Work Spring



Enrollments for Cert Course

1-Nov 28-Nov 1-Jan

19 7 2



Current Pending Certification

3 Kit Nursing

Henry Computer

Hill Meteorology





Currently Certified Courses

Course Number Name Faculty Start Date Certified

EDUL 5512 School Finance Dr. Jennifer Friend Fall 2010 8/30/2010



EDUL 5510 Planning Educational Dr. Rob Leachman Fall 2010 8/30/2010

Facilities



EDUL 5516 Governmental & Legal Dr. Jennifer Friend Fall 2010 8/30/2010

Aspects of Special

Education

ENGL 3237/327 British Literature Jennifer Pheghley Fall 2010 8/30/2010







IS Accomplishment Report: February 2010 – July 2010 Page 43

HMNTY401PW Culture of the Working Melissa Fiala Fall 2010 8/30/2010

Class

A&S 490B Experience of Health Christine Thurlow Fall 2010 8/30/2010

and Aging

Psych 405 Motivation Tamara Murdock Fall 2010 8/30/2010







Currently Certified Faculty Members

Jennifer Friend

Molly Mead

Jovanna Rohs

Melissa Smith

Katherine Smith

Jennifer Phegley

Patricia Hovis-Smith

Patricia DuFresne



Consistent Template for Programs

School of Nursing Curriculum

Committee(SON)

Ed.S. in Administration Curriculum

(School of Education) Committee(SOE)

New Menu for Bb Instructional

Template at UMKC Technology Services

and Instructional

Design



Regional Presentations Promoting UMKC Online Courses

Midwest Academy of Second Life (2 Sessions)

Management



Workshops

40



Open Labs

17









IS Accomplishment Report: February 2010 – July 2010 Page 44

Promotional/Advocate Activities for UMKC Online Courses

International Faculty

Conference

eLearning Blog Spotlight on Faculty Videos of past workshops Articles

ID Website

Lessons Learned Roundtable for faculty sharing experiences - videotaped and shared on ID

site

Participation in Nursing

Online Task Force

Two System Outcomes Training

Conferences

Instructional Design

Task Force

Extended Hours

Support

Second Life Building, 8

Workshops and

Demonstrations



One-time meetings with faculty to review/improve/discuss courses

26





Tutorials, Webcasts, and Supplemental Materials for faculty

30









IS Accomplishment Report: February 2010 – July 2010 Page 45

Usage Data



Blackboard

 Total ITS-related tickets for reporting period: 2683

This number represents a decrease of 13% from the previous 6 month reporting period. The

previous period included August and September, historically our busiest months.



ITS-Related Tickets: Resolution by Department

Department Number Percentage of Total

Central Systems 1 0.04%

Classroom Technologies 1 0.04%

Instructional technologies 2053 76.52%

Networking & Telecom 1 0.04%

Support Services 627 23.37%

2683 100.00%



Support Issues by User Role

Role Number Percentage of Total

Faculty 996 37.12%

GRA/Work-study 51 1.90%

Other 30 1.12%

Staff 463 17.26%

Student 1143 42.60%

2683 100.00%



Support Issues by Origin

Origin Number Percentage of Total

Direct IST Contact 1660 61.87%

Support Services Contact 843 31.42%

Web Form Submission 180 6.71%

2683 100.00%









IS Accomplishment Report: February 2010 – July 2010 Page 46

Support Issues by Software

Program Number Percentage of Total

Blackboard 2216 82.59%

Digital media support 37 1.38%

e-Instruction 8 0.30%

Listserv 222 8.27%

Moodle 10 0.37%

Respondus 3 0.11%

SharePoint 60 2.24%

Tegrity 24 0.89%

Turnitin 19 0.71%

Unsupported 1 0.04%

Wimba 58 2.16%

Miscellaneous 25 0.93%

2683 100.00%



Support Issues by Academic Area (where specified)

School Number Percentage of Total

Arts & Sciences 358 27.64%

Bloch School of Business 72 5.56%

Conservatory 39 3.01%

University Libraries 24 1.85%

School of Biological Sciences 10 0.77%

School of Computing & Engineering 27 2.08%

School of Graduate Studies 8 0.62%

School of Dentistry 102 7.88%

School of Education 102 7.88%

School of Law 14 1.08%

School of Medicine 98 7.57%

School of Nursing 142 10.97%

School of Pharmacy 75 5.79%

Non-Academic Departments 224 17.30%

1295 100.00%









IS Accomplishment Report: February 2010 – July 2010 Page 47

EINSTRUCTION 02/10--07/10

INSTRUCTOR # Students # Classes

Gogol Ed 51 1

Sherman Marte 17 1

GRAND TOTAL 68 2



PERIOD # Students # Classes



02/10 - 07/10 68 2



02/09 - 07/09 1351 16

% Change 0.05% 0.13%







CAMPUS PACK Total #



Users 4537

Groups 232

Enrollments 7834

Concurrent Sessions 45







WIMBA VOICE # Created # 2/09-7/09

Presentations 7 10

Board 11 80

Podcaster 7 80

Email 28 80

Announcements 78 200



WIMBA CLASSROOM

Period # Rooms

02/10 -7/10 1058

02/09 - 7/09 498

% Change 47.07%







WIMBA PRONTO

Users 806

Courses 11,973









IS Accomplishment Report: February 2010 – July 2010 Page 48

Listserver Usage

Term Number of Lists Number of Subscribers

WS2006 637 120,420

FS2006 679 125,876

WS2007 643 125,895

FS2007 677 132,552

WS2008 712 139,405

FS2008 705 169,048

SP2009 759 158,949

SP2010 359 206,943



Between February and the end of July 2010, we had almost 22,783 listserv postings resulting in

7.3 million emails to subscribers.



Maestro

 Active accounts: 13

 Tracking Events: 103,489

 Directly distributed Recipients: 281,177



Moodle

 Active course sites: 14



SharePoint

 UMKC has 220 sites running for faculty, staff and research purposes.

 Total unique users: 1258



Year Number of new sites

2007 1

2008 52

2009 72

2010 95



Total Sites 220



Scanning



Tests 701

Questionnaires 2

Course Evaluations 11,159



Scanning performed for over 20 departments and schools







IS Accomplishment Report: February 2010 – July 2010 Page 49

IMS Highlights



 The administrative site for the MDC ecommerce Web application was moved into production.

 Created an Ecommerce application for the Women’s Council to accept payment only for new or

renewal memberships.

 Created a web survey application for the Registrar’s Office.

 Created a grade change form application for the Registrar’s Office. The grade change form (PDF)

resides in an Oracle table and is pulled from the table when the appropriate person authenticates to

the application.

 Created an Ecommerce application for the School of Computing and Engineering for their MDM2010

conference. Also created an Administration site for SCE and Greg Hinrichs for transferring the

monies.

 Refined and enhanced the CE application for dentistry. This application is used to print out

certificates for attendees that completed the Midwest Dental Conference.

 Refined and enhanced an Ecommerce application for Bloch CE.

 Created an Ecommerce donation page for the School of Biological Sciences. This was requested by

Marilyn Yoder.

 Started working on a Supplemental Application for Conservatory.

 Made an enhancement to the BBUR request system to allow users to add other users to

organizational sites.

 Started working on a continuing education program for Nursing CE.

 For the MDC CE credit application, I added a web survey and a class survey to the site.

 Continued working on the Supplemental Application for Conservatory.

 Created an application for the Registrar’s Office to allow its administrative users to add/delete users

to their web applications (Ferpa, Grade Change Form, Math Placement and PeopleSoft Links).

 Converted the GATS Purchase Order form to be AJAX enabled and submitted.

 Create an ecommerce page for David Burford for SCE.

 Worked on Blackboard tasks. This involved moving a procedure over from BB8 to BB9 and then

troubleshooting why the procedure wouldn’t compile. I ended up modifying a called procedure to

have the same number of input parameters that the procedure was passing in.









IS Accomplishment Report: February 2010 – July 2010 Page 50

IPS Highlights



Ecommerce

 Updated Nursing NCC conference admin site.

 Batch email reminders for nursing national conference attendees

 Trouble shooting event registration website user errors.

 Library membership online sign up page updates

 Jazzfriends online donation site update

 Black Women Leader conference online donation website set up and admin site for tracking

transactions.

 UMKC Advancement scholarship pre population links set up

 Fixed Nursing conference registration statistic error.

 Questionnaires additions to communiverity online course registration

 Fixed new letters international orders problem







Web Development

 Facet Conference online registration and registration tracking

 Environment Health Material Safety Data Sheet website going production

 Built login control for NEH Border Wars website of History Department.

 Admin Services Training Sessions Online Registration and Admin site for manage sessions and

tracking registrations.

 Replaced WYSISYG editor for PR Feature stories.

 Fixed Dental School Email form

 Marketing titles admin for UMKC Audience Pages

 Database of School of Graduate Access converted to MS SQL

 Troubleshooting Communiversity website after its migration from web2 to new server.

 Fixed AZ index recapcha problem









IS Accomplishment Report: February 2010 – July 2010 Page 51