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					  Gap Services .................................................................................... 2
  UnMet Needs .................................................................................... 2
  PBSci............................................................................................... 3
    Notes/issues .................................................................................. 3
    UnMet Needs ................................................................................. 3
  Arts ................................................................................................. 6
    Notes/issues .................................................................................. 6
    UnMet Needs ................................................................................. 6
  SOE ............................................................................................... 10
    Notes/issues ................................................................................. 10
    UnMet Needs ................................................................................ 10
  Social Sciences ................................................................................ 12
    Notes/issues ................................................................................. 12
    UnMet Needs ................................................................................ 12
  Humanities...................................................................................... 13
    Notes/issues ................................................................................. 13
    UnMet Needs ................................................................................ 13
  Library............................................................................................ 14
    Notes/issues ................................................................................. 14
    UnMet Needs ................................................................................ 14
  Student Affairs ................................................................................ 15
    Notes/issues ................................................................................. 15
    UnMet Needs ................................................................................ 15
  BAS................................................................................................ 16
    Notes/issues ................................................................................. 16
    UnMet Needs ................................................................................ 16
  University Relations.......................................................................... 17
    Notes/issues ................................................................................. 17
    UnMet Needs ................................................................................ 17
  Chancellor’s Office ........................................................................... 19
    Notes/issues ................................................................................. 19
    UnMet Needs ................................................................................ 19
  UNEX ............................................................................................. 21
    Notes/issues ................................................................................. 21
    UnMet Needs ................................................................................ 21
  Student Affairs ................................................................................ 22
    Notes/issues ................................................................................. 22
    UnMet Needs ................................................................................ 22




Page 1 of 22
Gap Services

Motivated by:
o Critical situations – imminent threat, failure or loss
o Customer confusion – siloed services where everyone owns the client
o Potentially missing strategic opportunities
o Approaching capacity or other risk.




UnMet Needs

Academic Divisions generally cluster around:
o current inadequacy
o growth of new programs
o new facilities
o increased faculty, or department staff.
o web presence,
o appropriate maintenance and operation of existing apps and servers

Academic Support divisions generally cluster around:
o current inadequacy
o new applications,
o increased staff,
o web presence,
o appropriate maintenance and operation of existing apps and servers
o Reclassification funding for IT positions

Larry’s list is good here too.
Campus standard vs. supported resource – are only campus standards supported?




Page 2 of 22
PBSci


Notes/issues

Support a node farm for Macintoshes.




UnMet Needs

(Excerpted from document prepared by Andrew Fisher and Gary Glatzmaier for CCT)

Our assessment of computer support needs, both current and future, is based on the
fundamental premise that time as faculty, researchers, and students is best spent
accomplishing the work for which we have been trained and which generally justified our
hiring and admission: addressing fundamental scientific questions. None of us were brought
to the university to work as computer support personnel, and given the limited amount of
time available in the day, there is little efficiency to be gained from our spending time
building, repairing, or managing computers, peripherals, or networks. In addition, time
spent on these tasks must be taken from that available for writing proposals (bringing in
summer salary, student support, new computer systems, and overhead), working with our
research groups, preparing papers, serving as reviewers, and accomplishing other tasks
that are highly valued by the university and the community at large. Good research
computing capability attracts and keeps talented faculty at UCSC.


Table 1. Current PBSCI support levels
Unit (leader)                Current support level     Current support adequate
                                    (FTE) a                         b

PMC (Ed Boring)                       2.6                        Yes/No
BCET (Steve                           3.0                        Yes/No
Hauskins)
PMAS (Ramone                          1.0                          No
Berger)
a
  Includes unit leader, but does not include outside consultant support for network security
and related functions.
b
  Support levels appear to be nominally adequate in PMC and BCET for basic desktop and
workstation computing, but not for high-performance computing. Also, current support
personnel are currently pushed to the limit, so there is no room for growth or significant
changes in support needs.

Table 2. PBSCI support levels by system/task.
                                                            a                              b
Support type                          Currently supported            Should be supported
Desktop and laptop system                      Yes                            Yes
support, A: set up hardware,
install OS
Desktop and laptop system          No (varies,exceptions made)                Yes



Page 3 of 22
                                                 c
support, B: patch OS, install
software and upgrades,
troubleshoot conflicts
Workstation support, A: set up                 Yes                            Yes
hardware, install OS
Workstation support, B: patch                 Varies                          Yes
OS, install software and
upgrades, troubleshoot
conflicts
Hardware and software                          Yes                            Yes
acquisition and solution
consulting
High-performance computing                     No                             Yes
Desktop and workstation                No (except for small                   No
backup                                      amounts)
(home and data directories)
Printer setup and support, use       Yes (but not completely)                 Yes
of servers
Application consulting and                     Yes                            Yes
support
Maintain system/network                        Yes                            Yes
security d
a
  If answered, "Yes," indicates that this topic should be supported based on current
assignments of personnel, but does not indicate that current support level is necessarily
adquate.
b
  Based on our assessment of current and future needs within PBSCI.

It should be noted that perceived adequacy of current support levels for desktops, laptops,
and workstations within PMC and PMAS appears to be "adequate" at present, there is no
slack in the system

We suggest that two main changes are needed to support levels, in addition to an overall
increase in support FTEs to accommodate growth and improve flexibility in responding to
crises: comprehensive support should be provided for: (1) OS and software application
patches, upgrades, and conflict resolution, and (2) management of high-performance
computers, with an emphasis on multi-node and high throughput systems. Providing
sufficient support in these areas requires more FTEs than are currently available, given
present demand, and will require additional FTEs to accommodate future demand as more
faculty, researchers, and students arrive, and as research tasks become more
computationally intensive. One area where we do not believe that centralization or
additional support is needed within PBSCI is in the area of system backup. This is currently
handled on a lab-by-lab (or project-by-project) basis and we do not recommend considering
changing this approach before other areas of need are handled.

An additional hardware/software issue related to support levels involves the upgrading of
basic infrastructure to accommodate both greater computer usage and an (anticipated)
increase in centralization of computer hardware, software, and support resources. In
particular, it is essential that the backbone network be upgraded in and between PBSCI



Page 4 of 22
buildings to a Gigabit standard. The current system is in crisis, with numerous bottlenecks
that limit rates and quantities of files that can be transferred between machines, labs, and
offices.




Page 5 of 22
Arts


Notes/issues

Support a node farm for Macintoshes.




UnMet Needs

Unmet need – FileMaker Pro

(Excerpted from document prepared by Scotty Brookie)
Every area of the Arts Division already relies heavily on discipline-specific IT support.
Currently, IT facilities and services are reasonably robust and well integrated into
instructional and research programs. Support has grown organically over the last dozen or
so years, but with careful attention to the need to use resources wisely. At the same time,
every area in Arts anticipates growth over the next few years in the need for IT services.
These needs are driven by continued programmatic growth, and by trends that continue to
incorporate a wide variety of information technologies into arts endeavors.

                  Current             Program            Faculty/Staff         New
                  Staffing            Growth             Growth                Equipment or
                                                                               Facilities
Art               IT staffing         The Art            New faculty hires     In addition,
Department        levels in the Art   Department         in these areas this   planning should
                  Department are      projects           year                  begin in 2006
                  acknowledged        significant                              for the digital
                  by all to be        growth in the                            interface facility
                  already             areas of                                 in Digital Arts
                  inadequate.         electronic art                           building, and
                                      and public art                           that facility will
                                      especially.                              need new,
                                                                               permanent
                                      Digital                                  staffing at least
                                      printmaking                              an incremental
                                      and                                      FTE when it
                                      photography                              comes on line
                                      are nearly                               in 2007.
                                      oversubscribed
                                      already.

Digital Arts      A Computer          The Digital Arts                         The opening of
and New           Resource            and New Media                            the Digital Arts
Media             Specialist II       program will                             facility in 2007
                  position is         continue rapidly                         will significantly
                  defined in the      to grow. The                             increase the
                  DANM budget         program will                             demand for



Page 6 of 22
                 and is about to      reach its full                          equipment and
                 be recruited; it     size, a cohort of                       staffing.
                 is hoped, but        36 MFA
                 not certain,         students, in the                        Current
                 that staffing at     fall of                                 equipment
                 this level will be   2005.                                   replacement
                 adequate                                                     funding levels
                                                                              for the program
                                                                              may become
                                                                              problematic in
                                                                              three to four
                                                                              years
Film and         Staffing and         The department      Add 10 MFA and 13   Film and Digital
Digital Media    facilities for       anticipates new     Ph.D. students      Media as a
                 Film and Digital     graduate                                discipline
                 Media are            programs by                             always requires
                 currently            2007                                    the most up-to-
                 sufficient                                                   date and
                                                                              powerful IT
                                                                              equipment, and
                                                                              equipment
                                                                              replacement
                                                                              cycles need to
                                                                              be short. Here
                                                                              again,
                                                                              equipment
                                                                              replacement is
                                                                              likely to be an
                                                                              issue in two to
                                                                              three years.
History of Art   The HAVC                                                     The advent of
and Visual       Department is                                                planned new
Culture          supported                                                    facilities at a
                 entirely by                                                  refurbished
                 divisional IT                                                McHenry
                 staff. The                                                   Library, and/or
                 technical                                                    the addition of
                 demands of the                                               a digital image
                 department are                                               archive, as
                 at                                                           discussed in the
                 a manageable                                                 departments
                 level.                                                       build-out plan,
                                                                              however, could
                                                                              create a need
                                                                              for either
                                                                              dedicated
                                                                              departmental
                                                                              staffing or an
                                                                              incremental
                                                                              increase in
                                                                              divisional
                                                                              staffing.
Music            The                  New Doctor of                           In addition, the


Page 7 of 22
                effectiveness        Musical Arts                               Digital Arts
                and dedication       program with                               building will
                of the               its emphasis in                            incorporate a
                Electronic Music     algorithmic,                               lab focusing on
                Studios director     computer-                                  algorithmic
                means that           assisted                                   composition, an
                many activities,     composition is                             IT-intensive
                spaces and           now enrolling                              activity.
                faculty in the       its first cohort
                Music                of students.
                Department are
                supported by a
                single person,
                with support
                from divisional
                IT staff.
Theater Arts    A 0.25 FTE                              New faculty hires
                position, the                           in Theater are
                current staffing                        driving a significant
                level, is not                           increase in
                appropriate for                         technical activity,
                a department                            especially in the
                at this level of                        areas of set and
                technical                               lighting design and
                activity.                               distance/interactive
                                                        networked theater.
Arts Division   Current Division                        The programmatic        Equipment
                staffing is tight,                      need for ever more      replacement
                but adequate.                           network                 funds, provided
                                                        connectivity means      to all faculty
                We hope that                            that more of the        and staff by the
                the small                               divisional IT budget    Division,
                administrative                          goes toward             remain
                systems                                 networking, leaving     constant as
                function will                           less money for          faculty numbers
                soon be in                              equipment               increase, which
                place in ITS.                           replacement,            means fewer
                The divisional                          software both           equipment
                administrative                          general                 dollars per
                systems                                 productivity and        faculty member
                position is                             specialized             and staff
                currently                               instructional,          member. For
                vacant, and it                          casual staffing         some faculty
                does not seem                           needs, and              (and staff) the
                prudent to                              development             trend toward
                recruit for such                        activities.             more powerful
                a position,                                                     and less
                given the                                                       expensive
                redundancy of                                                   equipment
                many of the                                                     mitigates the
                local systems                                                   decreasing
                across campus.                                                  funding; for
                                                                                others it does


Page 8 of 22
               not.




Page 9 of 22
SOE


Notes/issues

 Cares about IDM implementation to tie into it. They have their own LDAP used for
  authentication
 Ask what is service going to look like a year from now?
 Add-on and onetime funding for IT represents capacity for peaks in service needs, e.g.
  new buildings coming online
 Desktop support staff makes sure there is paper and toner in all printers
 Gets lots of donated hardware and software.
 Windows, Linux, Mac OSX and Solaris desktop clients
 Security policy needs to be more flexible.
 Cares about innovation and inquiry and pushing the edge, rather than a bureaucratic
  organization.
 Why SOE is difficult to incorporate into consolidation:
            o IT is more complex.
            o SOE could be called a technology school.
            o Object of research as well as a tool to facilitate research.
 Blue Diamond - SOE uses general funds for blue diamond research/technologies.
 [Janine] OPPORTUNITIES:
            o Common apps seem to be CLP, ETA.
            o App to support recharge information by type (income)
            o Equipment inventory
            o OSP database
 Their HelpDesk is different – they use email a lot. They tend to support local needs,
  including SOE event support and specialized software with limited distribution that is used
  for academic instruction. The global aspect they use is Request Tracking.



UnMet Needs

[Lindsay] - Moving faculty to Silicon Valley Center; assuming COAST support.

(Excerpted from document prepared by Ethan Miller for CCT)

   o   The School of Engineering, at its current size, will require approximately 6–7 tech
       staff FTE. This assumes that central services such as basic networking are handled
       by the ITS organization, and that users who need additional help with common
       campus applications such as e-mail and desktop productivity software will get help
       from the campus ITS infrastructure rather than the SoE-specific tech staff.
   o   The number of FTE described here does not include much, if any, support for
       application development. The assumption is that any applications that need to be
       developed, rather than simply installed,
   o   The CIC estimated that server maintenance would require 1 FTE, and that network
       and security issues would require 0.5 FTE.




Page 10 of 22
   o   Maintaining [cluster] software, along with maintaining the hardware clusters
       themselves, will require 1.5–2 FTE.
   o   The CIC estimated that 1 FTE would be sufficient to maintain SoE-specific desktops.

(NOTE THIS SEEMS LOWER THAN THEIR COUNT OF CURRENT IT FOLKS – CHECK TO SEE
WHAT THEY ARE DOING – BOB DOES IT MGMNT, e.g., MATT KALASTRO DOES APP DEV)




Page 11 of 22
Social Sciences


Notes/issues

70 Mac workstations running OS X.
No support for undergrads
29 Dell PCs running XP Pro
2 Unix workstations
Server backups are UFS dump. Incremental backups to tape transported offsite.




UnMet Needs

(Excerpted from document prepared by Shelly Errington for CCT)

The growing number of peripherals that connect to computing equipment that are
used in research may in the future put a strain on the Divisional Budget. (That is my view,
not one expressed by Ken or others.) Digital microscopes and all kinds of things of that sort,
used by the physical and biological anthropologists, who have science labs, are all
legitimately considered computing equipment and may be requested in the annual call for
equipment. I imagine there is a similar burgeoning expansion of such equipment in other
fields, such as Experimental Psychology.




Page 12 of 22
Humanities


Notes/issues

Issues:
  Faculty Skillset
  New Faculty Startup (July - Sept)
Notes:
  Linguistics is a Unix-based Department
  MAC OS X is one standard software set
  Remote support for home computing equipment is handled informally
  Jay handles the "Front House" with Paul taking care of "Back House" operations
Class blogs- (NOTE: not sure if is this a new service they desire or one they have recently
taken on?)




UnMet Needs
Support for PC and UNIX
Most resources are operational, need resources for collaboration and research support.
Language Lab (In Dev)
Media Lab capcity to increase in the future
New Humanities Building (Under Construction)




Page 13 of 22
Library


Notes/issues

o   Priority is that they keep pace with Digital Service delivery. Their partnership with CDL
    is very important (more than campus). They also have an important partnership with
    IC.
o   Blue Diamond - Instructional computing labs differ fundamentally from other functions
    on campus, require OS level requirements such as requirement settings, etc.
o   Proxy server uses CruzCat for authentication. Connectivity to Millennium module of
    CruzCat requires Java and special security settings on workstations.
o   Views themselves as service providers
o   Priorities and decisions are library priorities and decisions, not IT decisions. Library will
    choose to absorb a cost to extend a service.
o   AIS lacking features. They needed to add to the billing; had a billing expense
o   Blue Diamond – Hybrid positions of circulation desk (25%) and IT positions (75%).
o   Has folks with temporary appointments in permanently funded positions. This applied to
    person doing applications + desktop + some server
o   Uses Zope web services


UnMet Needs




Page 14 of 22
Student Affairs


Notes/issues




UnMet Needs
One-card initiative
[Lindsay]
In-house time and attendance – there is a kiosk system lacking in data integrity necessary
and not necessarily serving the needs of the population. They are anticipating moving
dining hall staff off to ETA – bilingual non-technical population.
Dining Hall Services – many new services with no new IT staff
Loss of key application programmers – SHO, Card Access Systems
Reduction in support for Dining Hall Card Readers and Time/Attendance kiosks




Page 15 of 22
BAS


Notes/issues

Is FAMIS a LASSO system?
How does a DL deliver equitable levels of service for units that have not invested in IT?
HR- Will staff labs go under CTSS?
HR- Tech call for software and hardware.
IMPTS - Lots of functional people are doing partial IT work to fill IT needs.
PPC - Uses Zope web services
PPC - Has their server in a closet – access to LRDP was interrupted due to failure of 2 RAID
drives.
BAS is decentralized. Units within BAS have stronger unit affinity than divisional affiinity.




UnMet Needs




Page 16 of 22
University Relations


Notes/issues

o   They provide desktops with PDA support
o   Outsourced services – Josh Salesin, Philip Rice, Alumni Online
o   Reclassification funding for IT positions – their functional user analysts that did technical
    work.
o   Co-location concern around their ADFS system- technical resources should be co-located
    with functional resources.


UnMet Needs
Applications
   Campus Calendar: Right now, we need a programmer to design and implement a
      new web-based calendar system serving the entire UCSC campus. We also need
      ongoing programming maintenance and server hosting (ITS). In early 2005, we
      received an estimate of $5,000 from FITC (Faculty Instructional Technology Center)
      to set up, install, and host a new PHP/MySQL version of the campus calendar.
      Because the FITC programmer transferred to another job, they were unable to follow
      through. Off-campus bids came in at $10,000, more than the funding available.
   Ticket Office: Right now, we need upgrades to hardware and software. We also
      need an ongoing, dedicated system administrator to maintain, upgrade and support
      the application, hardware, and security.
   System management for key applications:
           UCOP's GetActive advocacy system —used to help recruit volunteer
              advocates, provide meaningful opportunities for their involvement, and
              support a wide range of advocacy efforts on behalf of the University of
              California.
           Alumni Online Community—website where alumni can find each other and
              network, become mentors for new alumni, post resumes and look for jobs,
              find out what is happening on and off campus, register for events, and even
              join the Alumni Association or renew their membership.
           Prospect Information Network (P!N)—donor prospect screening application.
           Grants—development research tool.
           Foundation Accounting—accounting software used for UC Santa Cruz
              Foundation.
           IC Verify—credit card verification and processing application used in Gifts
              Administration.
      Currently, “power user” employees manage their own applications the best they can.
   Event Management system for all University Relations events.
   Integration of all divisional applications with central ADFS database.

Web Development
   Management and development of campus web pages—branding, templates, training,
     technical assistance, compliance. See IT Transformation Web Publishing team
     recommendations of June 14, 2004:
     https://supremo.ucsc.edu/twiki/pub/ITTP/WPTWorkDocs/wpt-report-final.pdf.



Page 17 of 22
Server Administration
    Ongoing funding allocation for local server replacement and upgrades.
    Additional back-up system to meet the quickly expanding needs of publishing and
      digital media staff.

Desktop Support & Technical Assistance
    Training for staff on basic applications, such as email, Word, Excel, FileMaker,
      Mac/Windows OS, and specialized applications, such as DreamWeaver and Adobe
      publishing appications.
    Budget cuts in workstation replacement funding have moved us from 4-year to 5-
      year cycle.
    Soft funding for desktop support staff person




Page 18 of 22
Chancellor’s Office


Notes/issues




UnMet Needs

o      ScanTron with CTE, probably needs to be replaced with web, needs consultation with
       Academic Senate
o      College advising system - Commonality around common web sites and delivery,
       currently borrowing resource (Chad).

From: William A. Ladusaw [mailto:vpdue@ucsc.edu]
Sent: Thursday, February 24, 2005 5:08 PM
To: Larry Merkley
Subject: Fwd: S. Torf's bio

Larry,

This is an extract from the OIE's budget proposal that talks about their current tech guy.

Bill

Begin forwarded message:

From: Rebecca Sweeley <becks@ucsc.edu>
Date: February 24, 2005 4:06:57 PM PST
To: vpdue@ucsc.edu
Subject: S. Torf's bio

I excised this paragraph from an early draft of the budget request after our meeting on Fri.
B.

Priority 1: OIE has managed through these turbulent years by converting paper-based,
manual processes to data-driven technological functions. On-line applications, data-driven
instructions, a dynamic reservation system, a Knowledgebase, on-line training, data
collection, electronic linkages with AIS, SEVIS and UOEAP, the OIE website are but a few
innovations. These were only possible because, during a dark time for OIE, we were given
a gift. That gift is Sebastian Torf. Sebastian, a CIS and Business Econ Major, has worked
for and transformed OIE for 3 years. He configured FSAatlas, he helped map SEVIS, he
sorts out AIS, he has guided the director in needed innovations and possibilities, he has
developed our website, maintains a server, developed a firewall, a security strategy, and
automated back-ups, and kept our machines running. A recent immigrant from Germany,
speaker of 4 languages, with parents in the high-tech field, he has found a snug fit in OIE.
COAST and central tech support structures are non-existent, feeble and do not have the
expertise to support these dynamic processes. Sebastian will graduate in June and OIE will



Page 19 of 22
crash. There is no way the lean staff of OIE can manage without the technological tools
that have expanded our productivity. In anticipation of losing Sebastian we attempted to
add a systems support position to OIE last year, but these proposals were defeated. OIE
staff and management are unanimous that funding a systems support position is our
highest priority and is critical to OIE operations. This position would be divided equally
between ISSS and EAP. On-going: Salary $55,700; benefits; S&E $2,500; One-time FTE
set-up
--

Rebecca Sweeley
Administrative Director
Office of International Education, UCSC
voice: 831.459.2858
fax: 831.459.2382

If you need to renew or apply for a U.S. entry visa, expect delays. Plan ahead, as
this may take longer than in the past. Because most visa applicants are now required to
appear for a personal interview, you should expect processing delays. In addition, "security
checks" can delay visa issuance by several weeks or months. Contact an international
advisor at OIE x92858, before you travel.

________________________________________________________
William A. Ladusaw Chancellors Office
Vice Provost and Dean UC Santa Cruz
Undergraduate Education Santa Cruz, CA 95064
vpdue@ucsc.edu (831)-459-4908




Page 20 of 22
UNEX


Notes/issues

o   1-200 instructors. They do not provide email accounts. Instructors are liaisons to lab
    setups. .
o   Concurrent enrollment interface to OneCE.
o   Staff are employees that sit at desks.
o   Low security lab network. High security network with server farm with business
    operations and their CC online system
o   Dual firewall strategy one in Cupertino, one in Santa Cruz.
o   70-80 software images for their labs (use Altiris to push the image) – the instructors
    provide title support.
o   (3) flavors of Dell. Small subset of staff has Macintosh.
o   OneCE has an online credit card interface.
o   Exceptions to the staff image for desktop go through a cost-benefit process.
o   No administrative rights in the labs.
o   HelpDesk is not staffed sufficiently, they use cell phones.
o   Blue Diamond – content management for the websites
o   Process is top-down and directive. Appreciate discussions around flexibility. How will
    auxiliary units be handled through a metric. Will they receive a discount to avoid
    receiving more than they would have received with cost-reduction? They have achieved
    a lot of efficiencies. IT resources would be pulled up to campus for meetings and other
    IT org responsibilities rather than UNEX issues/focus.
o   Implementing Resource25
o   Gets Crystal Reports support from their database administrator
o   OneCE is in 1st year; there is more development work in the short-term.

o   Labs – they teach chip design in Sunnyvale – there are 3 enterprise servers supporting
    80 Xterm devices.
o   Runs a PC lab with cisco equipment for CCI (Cisco Certification)
o   Dean of Extension should have a position for oversight on ITS.


UnMet Needs




Page 21 of 22
Student Affairs


Notes/issues

o   Work on 3 year budget planning cycles
o   What is service going to look like a year from now?
o   Has a lot of vendor supported applications. These may also be proprietary applications
    that have requirements to run on the same system.
o   Care about responsiveness, e.g. Bookstore staff.
o   User analyst supporting mission-critical systems – Bookstore
o   IT staff has a strong understanding of business needs. They are able to do
    bootstrapping and quick implementations because of this. Long-term IT planning and
    support for these systems is less present.
o   Co-location of app developers with business units is important.
o   Services that impact student satisfaction impact revenue.
o   Business risk is key.
o   Has a Tech Call (divisional) for hardware and software.
o   Business applications are tied to specific configurations on the desktop, e.g. dining
    services, door access, Dining access.
o   Will my staff be reallocated to units that have not invested in IT?




UnMet Needs


o   Many interfaces that link campus card systems that are fairly complex and cumbersome.
o   In support of campus initiatives of wireless, one-card system and security.
o   Lack of functionality in AIS – needed to add $60K b/c SBS hadn’t been a priority for
    billing
o   Door access system requires 24x7 support. Person supporting this system carries a cell
    phone all the time.




Page 22 of 22

				
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