INFORMATION TECHNOLOGY PROFILE

I

NFORMATION

T

ECHNOLOGY

P

ROFILE

This report, published in February, 2013, is updated annually to reflect current status. Unless otherwise noted, these figures are for the Oxford campus 2011-2012 academic year. For additional information, contact

[email protected] or (513) 529-1379.

T

ABLE OF

C

ONTENTS

SUPPORT SERVICES ... 1

STUDENT TECHNOLOGY ENVIRONMENT ... 2

FACULTY TECHNOLOGY ENVIRONMENT ... 3

ONLINE RESOURCES AVAILABLE (PARTIAL LIST) ... 4

INFRASTRUCTURE ... 5 EMAIL... 5 ... 5 GOOGLE APPS MIGRATION VOICE ... 6 WEB ... 6

IT ORGANIZATION, PLANNING & GOVERNANCE ... 7

STAFFING FOR IT:CENTRALIZED AND DISTRIBUTED ... 7

S

UPPORT

S

ERVICES

• The IT Help knowledge base offers faculty, staff, and students 24 hour access to over 800 technology articles, covering topics from wireless connectivity to publishing web sites. There were over 100,000 "hits" on knowledge base solutions in the last year.

• The Support Desk provides telephone, chat, and email support 91 hours/week to all campuses, with overnight emergency telephone service provided through a cooperative arrangement with Wright State University.

• The number of calls, chat sessions and emails to the IT Services Support Desk for technology-related

assistance totaled 49,693 in the last year. Of clients responding to surveys for feedback, 89% of respondents ranked their experience as a 4 or better on a 5-point scale.

• A walk-in repair center is available on the Oxford campus to provide hardware repair service and

virus/spyware remediation. The center offers Dell and Apple certified repair and warranty service for Miami Notebooks and university-owned hardware.

• IT Services provides a site license for Lynda.com, providing over 3000 online courses for faculty, staff and students as part of the university's professional development and skills enrichment offerings.

• The Campus Partnerships unit provides IT resources on a fee-for-service basis as requested. Current Service Level Agreements include local technology support services for 60 offices or divisions.

• JAMF Casper Suite (Mac OS X) and Microsoft System Center Configuration Manager (Windows) provide patch management of university-owned machines, software delivery, and asset inventory. The deployment of these systems represents first stages of lifecycle management.

Mu Information Technology Profile 2

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TUDENT

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ECHNOLOGY

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NVIRONMENT

• Virtually 100 percent of Oxford campus students bring their own computers to campus.

• Approximately 7,400 Oxford students live on-campus; all residence halls have Ethernet connectivity, one port per pillow, and full wireless coverage. Students use the Miami network to connect to the Internet as well as internal services and resources.

• Miami charges each student on the Oxford campus a Student Technology Fee. Students living in residence halls pay a portion of their fees via their housing payments. Funds generated by the Student Technology Fee must be used for services or hardware with a direct benefit to students.

• In FY13, 45 projects received a total of over $512,970 through the annual Student Technology Fee

Competitive Award Process. Projects are submitted by students, faculty and staff on the Oxford campus and must support student's use of technology in the classroom or in their co-curricular activities. Submissions are reviewed by a panel of students and faculty who determine which projects are funded. See

www.miamioh.edu/techfee for more information on the Student Technology Fee.

• The Miami Notebook Program offers Windows and Apple laptops pre-imaged with Miami site-licensed software; remote desktop assistance; and loaner laptop during hardware repair. About 55% of first year students purchased a Miami Notebook in Fall 2012.

• Undergraduate students have access to nine divisional and departmental computer labs on the Oxford campus, plus two labs in Hamilton, four in Middletown, two at Voice of America Learning Center (VOALC) and two at the Luxembourg campus.

F

ACULTY

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ECHNOLOGY

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NVIRONMENT

• Nearly 100% of the centrally scheduled classrooms on the Oxford and regional campuses are configured with a standard technology. Minimum technology in these classrooms includes ceiling-mounted digital projector, instructor station with resident computer, USB connections, iPod jacks, DVD/VHS player, laptop interface, auxiliary video inputs, and Crestron touchpad controls. Many rooms are also equipped with document cameras or digital whiteboards. Technology classrooms are remotely monitored via Roomview for preventive and corrective maintenance and support.

• In the Fall 2012-13 semester, there were approximately 3,891 course sections (66%) taught by 1540 instructors (85%) in Miami’s Sakai Collaboration and Learning Environment, Niihka. Niihka (the Myaamia word for friend), celebrates our community of learners and honors the thriving relationship between Miami University and the Miami Tribe of Oklahoma.

• Niihka integrates with Miami's audience response (clicker) system, using Turning Technologies’ TurningPoint product.

• Miami is in its second year of phasing in online course evaluations.

• Faculty collaborate with colleagues and students across Google Apps for Education, WebEx, WordPress, and departmental platforms.

• Miami has a High Performance Computing Cluster, offering faculty and their sponsored students 36 dual quad-core compute nodes (288 cores total) with 24 GB of memory and 1 TB of storage per node. The system has central storage of 15 TB and benchmarked performance of 1.54 Teraflops.

• Three PhD level staff work with faculty and graduate students, providing computing, programming and grant writing support for research.

Mu Information Technology Profile 4

O

NLINE

R

ESOURCES

A

VAILABLE

(P

ARTIAL

L

IST

)

Detailed list of licensed software

• Undergraduate and graduate school admission applications

• Financial Aid application Curriculum Resources

• Program/major/degree requirements

• Course catalog

• Course registration | Course add/drop (BannerWeb)

• Online courses

• Semester grades (BannerWeb)

• Degree Audit (DARS)

• Student transcripts (National Student Clearing House)

E-commerce

• Fee payments; some shopping cart sites (CASHNet)

• Campus OneCard account services (vending

machines, door entry, eSuds, dining halls, copy/print stations, Rec Center, Box Office)

• Campus bookstore (order books, purchase

computers)

• Software store (applications available for purchase and installation on Miami-owned computers, as well as free downloads for personal and institutional computers.) Library Resources

• Library/card catalog (Innovative Systems) • Interlibrary Loan (OHIOLink)

• Journals and reference resources; course reserves

Faculty and Staff Resources

• Faculty/staff leave reporting and leave balances (BannerWeb)

• Faculty/staff payroll data, including 2 and W-4 tax forms (BannerWeb)

• Employee benefit enrollment

• Classified staff time entry (Kronos)

• Departmental budget data (Banner) • Miami BuyWay eProcurement (SciQuest)

• Instructional & Desktop software sales (online software store for institutional purchases)

• Institutional Analytics tools (Oracle)

• Secure file-sharing for large files (Filelocker)

• WebEx conferencing (Cisco)

Student Resources

• Student Handbook

• Student ePortfolios (Chalk and Wire) • Athletic event schedule

• Mobile myMiami Other Resources

• myMiami portal (Liferay) • Google Apps for Education

• IT support resources: IT Help knowledge base (RightAnswers); IT training (Lynda.com); IT Help chat (Bomgar)

• Student, faculty, staff directory

• Press releases: current and archives

• Network disk space for personal use • Anonymous ethics violation reporting

(EthicsPoint)

• Anonymous rumor submission and answers

(Mama Miami)

• iTunes U

• Video on Demand (in transition to Kaltura)

G

A

M

by the numbers

 62,700 Email & Calendar Accounts

 193,130,000 Email Messages (20 TB)

 608,000 Calendar Events

 3,718,000 Contacts

 640,000 Documents (12.7 TB)

I

NFRASTRUCTURE

• All classrooms, meeting rooms, offices, and residence hall rooms at Miami have 100 Mb/s network connections. Additionally Wi-Fi connectivity is provided through out all buildings on all campuses of the University. Miami offers a total of 1.6 Gb/s supplied by two Internet Service Providers with failover capabilities to ensure service availability. Miami is an Internet2 member.

• There are over 2000 Cisco wireless access points using 802.11b/g/n across campus, meaning that wireless network service is available in all Miami University buildings and many green spaces.

• 1 GB of networked disk space, accessible via the netDisk or MyFiles tools, is available to each Miami University student, faculty, and staff member.

• Miami University students, faculty, and staff have 5 GB of document storage space on Google Drive.

• Connection to the two regional campuses (Hamilton and Middletown) and Voice of America Learning Center is provided via the 10 Gb/s Butler County Fiber ring.

• As of June 2012, the IT Services Data Center houses approximately 840 servers and 264 Terabytes of storage across both physical and virtual machines. The principal operating systems are Windows and Linux, which are selected on a client-by-client basis.

• Oracle (primary) and Microsoft SQL databases

• Linux LSAP ServerLDAP and Microsoft Active Directory environments • LINUX (Red Hat)

• University-owned computers include approximately 74% Windows, 25% Apple Macintosh, 1% Linux and .5% Unix.

• H.323-compatible video conferencing rooms are available on all Ohio campuses. There are 12 rooms on Oxford campus; five rooms at both the Hamilton and Middletown campuses; and one room at both the Voice of America Learning Center and Greentree Health Science Academy.

E

• Miami's electronic directory receives an average of 10,000 inquiries a day for contact information for students, faculty and staff.

• Miami's email system processes an average of 288,818 messages per day, with over 17 GB of data being moved.

• In December, 2012 faculty, staff, retiree and emeriti, and most graduate student accounts were transitioned from Exchange to Google Apps for Education, joining undergraduate students and alumni who had made the move in 2010. Google Apps offers 25GB of storage per user, powerful spam filtering and a 99.9% uptime SLA. Students and alumni receive lifetime email accounts. As of June, 2012, there are approximately 42,930 current undergraduate and

Mu Information Technology Profile 6 • In tandem with the move to Google Apps for Education in December, 2012, all email accounts were

transitioned to the new miamioh.edu domain. Mail sent to the old muohio.edu domain will continue to be delivered at least through June, 2014.

V

• Cisco VoIP phone systems operate on all campuses, including Luxembourg.

• Approximately 150,000-200,000 voice mail messages are received at Miami each month.

• Approximately 1,070 cell plans have been purchased by faculty/staff and students through the Telecom Cellular Office. There are 270 departmental cell phones through Telecom Cellular. Campus telephone operators handled over 60,000 calls and helped schedule 265 conference calls between July 2011 and June 2012.

W

• The "myMiami" web portal provides access to many university services and class materials. Just over 13,000 individuals log in to myMiami each weekday.

• Miami's main web servers receive on average 5.4 million visits per year with views of the top level web pages by over 1.9 million unique individuals.

• IT Services hosts many departmental/organizational web sites on central servers. These hosted sites see an estimated 240,000 hits per day.

• Most web services are provided using Apache on Linux. Microsoft’s IIS is also supported.

• Most web development is done using PHP, ColdFusion and HTML editors such as Dreamweaver and Contribute. Hannon Hill Cascade Server is the university-wide web CMS product.

• The Office of University Communications and Marketing (UCM) manages Miami University's public-facing website and works collaboratively to establish web strategy and priorities based on university goals. As part of strategic branding initiatives, UCM is in the process of implementing a new domain name, miamioh.edu, and creating more consistency in use of the Miami logo.

• Network security is a high priority including active monitoring for intrusions, blocking traffic with firewalls, and patching systems to protect them from malicious attacks.

IT

O

RGANIZATION

,

P

LANNING

&

G

OVERNANCE

• IT Services was created as a vice presidential division in April 2003.

• Major units of IT Services include Academic and Administrative Solutions; Infrastructure and Operations; and IT Planning and Strategy.

• IT Strategic Plan first published in May 2004; annual updates published in January 2005, May 2006, March 2007 and March 2009. A new draft strategic plan was written in 2010 and updated in 2011. Following a significant external consultancy in 2011, and with input from the Miami 2020 institutional strategic plan, a revision is currently being written.

• Project Office established in 2005 for project management methodology development and propagation, project management coaching, reporting, portfolio management.

• A major external consultancy in 2011-12 resulted in recommendations for a revised governance process, an organizational redesign, a review of the application portfolio and a major server consolidation effort. As of fall 2012, the division is in process of implementation of those recommendations.

S

IT:

C

D

• IT Services has 137 staff members. See the current organizational chart

• There are between 75 - 100 FTE distributed (departments & divisions other than IT Services) IT support staff (Figures as of FY 2012)

G

A

B

• IT Portfolio Board: charged with reviewing, prioritizing, and monitoring requests for strategic IT initiatives.

• IT Planning Committees: three bodies (administrative, academic and core IT) charged with identifying needs

that could be met by IT solutions, evaluating potential solutions and monitoring implementation and performance.

• Student Technology Advisory Committee: represent the student voice in IT planning and operations,

co-chaired by a student and a staff member from Student Affairs.

• Local IT Support: comprised of distributed IT support personnel, provides input regarding existing services,

needed initiatives, and implementation of planned services.

• University Senate Committee on IT Policy: comprised of faculty, staff and students. Advisory committee to

Mu Information Technology Profile 8

IT

O

RGANIZATION

,

P

LANNING

&

G

OVERNANCE

(C

ONTINUED

)

• Classroom Enhancement Council: comprised of the University Registrar and representatives from the

Provost, Physical Facilities, academic divisions and IT Services, coordinates activities and shares information pertaining to the configuration of instructional spaces.

• Security Working Group: comprised of staff from IT Services who develop and coordinate technology

security policies for the university.

• Banner Leadership Team: comprised of representatives from the major administrative offices and IT

Services’ EIS unit.

• Niihka Advisory Committee: comprised of faculty and students, responsible for prioritizing requests for

MIAMI

UNIVERSITY

INFORMATION

TECHNOLOGY

PROFILE

Editor

Karen O’Hara

Information Technology Services

Debra Allison, Vice President for Information Technology and CIO

Joseph Bazeley, Assistant Vice President and Information Security Officer Alan Ferrenberg, Associate Vice President and Deputy CIO

Cathy McVey, Senior Director, IT Communications and Relationship Management Annie Pagura, Assistant Vice President for Academic and Administrative Solutions Sandy Wright, Assistant to the Vice President

For more information about technology at Miami University, contact IT Services Support Desk

Voice: (513) 529-7900 Email: [email protected]

Knowledge base: http://www.MiamiOH.edu/ithelp

Web site: http://www.MiamiOH.edu/uit

Produced February 2013 by the IT Services Office of Strategic Communications and Planning Unless otherwise noted, all figures represent the Miami University Oxford Campus during the 2011-12