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OCTOBER PEPPERDINE INFORMATION TECHNOLOGY MONTHLY REPORT Table of Contents Leadership....................2 Partnerships..................3 Security Tip of the Month & Upcoming Events.........4 Faculty Spotlight..........5 Did you know...?..........6 Benchmarks & Accountibility...............7 Information Technology Pepperdine Help Desk Available 24/7 (310) 506-HELP or (866) 767-8623 IT Website community.pepperdine.edu/it

OCTOBER - Pepperdine University · The partnership between these two departments is a perfect marriage between data mining experts and data analysis experts. The BI team collects

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Page 1: OCTOBER - Pepperdine University · The partnership between these two departments is a perfect marriage between data mining experts and data analysis experts. The BI team collects

OC

TO

BE

RP E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y

M O N T H L Y R E P O R T

Table of Contents

Leadership....................2

Partnerships..................3

Security Tip of the Month &

Upcoming Events.........4

Faculty Spotlight..........5

Did you know...?..........6

Benchmarks &

Accountibility...............7

Information Technology

Pepperdine Help Desk

Available 24/7

(310) 506-HELP or

(866) 767-8623

IT Website

community.pepperdine.edu/it

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INSIGHT | OCTOBER | 2012

O C T O B E R / 2 0 1 2L E A D E R S H I PWASC Visiting Team Impressed with Faculty Leadership at PepperdineOn Friday, September 28, the Western Association of Schools and Colleges (WASC) visiting team, lead by

Chairman Curt McCray, completed the Educational Effectiveness Review for Pepperdine. To complete the

examination, Chairman McCray gave a summary of their findings with 13 commendations and nine recom-

mendations for the University. Most notable of the commendations was the faculty leadership.

“The advancement of student learning council has done very important work. The collaborative,

development of assessment of program review process at the university level is extraordinary,”

observed Chairman McCray. “A very fine model of faculty lead leadership, we are so pleased to

see the degree of faculty taking hold of this.”

Faculty-Teach-Faculty Model

IT couldn’t agree more, the faculty-led model does work at Pepperdine. In March 2012, the Technology and

Learning Faculty Steering Committee was created to provide leadership and guidance for the University’s

technology-driven teaching and learning initiatives. Currently, the committee has 12 faculty members rep-

resenting all five schools. Other successful initiatives including IT’s Technology and Learning Faculty Confer-

ence, Faculty Professional Development, and Faculty Grants all showcase our faculty leaders.

Deeper Understanding of Student Learning

Of the nine recommendations, the WASC team encouraged Pepperdine to develop a deeper understand-

ing of what students learn and how they learn. To help the University to do just that, earlier this year IT cre-

ated the Business Intelligence division to work in partnership with the Office of Institutional Effectiveness to

explore the realm of student learning assessments and outcomes.

The visit from WASC was the reassurance the University needed to know it is heading in the right direction.

Through our strategic partnerships, IT staff will continue to provide the support and technology insight to

help Pepperdine’s Strategic Plan to be realized.

P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y

M O N T H L Y R E P O R T

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INSIGHT | OCTOBER | 2012

Business Intelligence and OIE Partner on Learning Assessments and Outcomes

Earlier this year, Chief Information Officer Jonathan See unveiled the Business Intelligence (BI)

group, a new division of IT that will partner with the Office of Institutional Effectiveness (OIE) to

address learning assessments and outcomes at Pepperdine.

The partnership between these two departments is a perfect marriage between data mining

experts and data analysis experts. The BI team collects information from the various databases

available at the University and standardizes it in new ways for the OIE team to easily analyze and

identify trends, and reveal unseen problems or opportunities in student learning.

The BI team includes Novita Rogers, director, an alumna of Seaver and GSEP who has been with

Pepperdine for 10 years; Henry Lai, senior IT manager, who has been with Pepperdine for more

than 28 years; Tom Layman, senior lead application developer, who has been at Pepperdine for

more than 31 years; and Ory de la Rosa, senior business analyst, an alumnus of Seaver who has

been with Pepperdine for more than five years.

“The collective years of commitment to the Pepperdine community by this team is

incredible,” said Jonathan See, CIO. “I am certain Novita and her team are the key

to providing the data the University needs to fulfill the vision of the strategic plan.”

P A R T N E R S H I P S

Meet the Business Intelligence Team

Novita Rogers Henry Lai Tom Layman Ory de la Rosa

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INSIGHT | OCTOBER | 2012

Three Important Security Tips to Protect Your Identity and the University’s InformationOctober is Cyber Security Awareness Month. The Information Se-

curity Office would like to remind you of three simple tips that can

help you protect your identity, the identity of our students, and en-

sure public trust in the University.

Tip #1: Update all your software. Most computers are attacked through out-of-date web

browser plug-ins (e.g. flash, java, reader, quicktime). Update your browser plug-ins now to

prevent an attack on your computer.

Tip #2: Don’t reuse your password. When you reuse your Pepperdine NetworkID password

on other Internet sites or accounts, you are making the University vulnerable to attacks

through your account. If your password is stolen from another account it can lead crimi-

nals back to Pepperdine, and they can use your account to send spam or steal your

identity.

Tip #3: Secure your computer and mobile devices. Laptops, desktops, and mobile de-

vices can carry confidential information about you and our community. Be sure to se-

cure your devices with a password and never store social security, credit card or patient

health information on a mobile device.

To learn more about these important security tips, please visit: http://bit.ly/3securitytips

Now Posted: Simpler and PeopleSoft Class Schedule for the Rest of 2012

The November and December 2012 PeopleSoft and Simpler classes are now scheduled and are

available for sign-ups. These workshops are a great way to learn and sharpen your job skills with prac-

tical hands-on training. Additionally, we discuss/review the latest important policies and procedures

related to the workshop. Register now to reserve your seat! Also note there are some openings avail-

able in the remaining October classes. http://community.pepperdine.edu/it/about/events/

Class sizes are limited. If you’ve registered for a class and your schedule changes such that you’re

not able to attend the class, please email Len at [email protected] notifying him

of your cancellation so that he can open up the seat to those on the wait list.

S E C U R I T Y T I P O F T H E M O N T H

U P C O M I N G E V E N T S

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INSIGHT | OCTOBER | 2012

Register Now - 2013 Technology and Learning Faculty Conference

F A C U L T Y S P O T L I G H T

The Technology and Learning Faculty Confer-

ence is on Wednesday, February 13, 2013 and

will be held at Pepperdine’s West Los Angeles

campus.

This conference will be a great opportunity for

faculty to:

- Learn from their peers who will showcase how they use technology to enhance learning for

21st century students.

- Join a growing community at Pepperdine that is passionate about the effective use of technol-

ogy in the classroom.

- Transform the way they teach by exploring what technologies exist that can be complemen-

tary to their teaching style.

All full-time and adjunct Pepperdine faculty are invited to the event. Stay tuned for more details

on the event. To learn more, pleaes visit http://community.pepperdine.edu/techlearn/events/

conference/

Proposals for Technology and Learning Faculty Grants Deadline Now Oct. 19

Information Technology’s Technology and Learning group is excited to announce that it is now

accepting proposals for Pepperdine’s IT Grant program.

In January 2012, eight faculty members received funding for their projects. The IT grants program

offers competitive funding to Pepperdine’s full-time faculty members who have innovative ideas

on how to use technology in the classroom.

The program was established by the offices of the Provost and the Chief Information Officer. This

year both offices have agreed to co-fund the program for $80,000. Grant proposals are due Fri-

day, October 19, 2012 and will be reviewed and evaluated by a faculty committee.

To learn more and to apply online, please visit:

http://community.pepperdine.edu/techlearn/get-involved/grants/

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INSIGHT | OCTOBER | 2012

Custom Service Request Form Provides Alternative to Calling the Help DeskD I D Y O U K N O W . . . ?

IT has developed a custom service request form

(CSRF) that provides the Pepperdine community

with an alternative to calling the help desk for

many non-emergency technology issues other

than password resets.

IT staff members Sean Fife and Jerry Hoover ana-

lyzed data from past help desk tickets to develop

a form that accepts technology requests; creates

help tickets; and assigns them to the most ap-

propriate Pepperdine technology support group. This new service does not replace the help desk;

it is simply another way for faculty, staff, and students to request assistance with their technology

needs.

To submit a technology request using the CSRF, go to http://community.pepperdine.edu/it and

click the “Request Forms” button at the top center of the page. Or navigate directly to the form

at http://community.pepperdine.edu/it/forms/

Click the “SUBMIT A REQUEST” button at the bottom of the CSRF page.

Provide the requested information and choose your issue and category from the drop-down

lists. (If you cannot locate your issue and specific category, you will need to call the help desk

to make your technology request.)

Fill in all of the fields that help to identify your situation. (The more information you can provide,

the more quickly we will be able to resolve your issue.)

Click the “Submit” button when you have entered all information.

You will receive an email message acknowledging receipt of your request. Based on current work-

load, someone from the assigned support group will contact you to begin resolution of your re-

quest.

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B E N C H M A R K S & A C C O U N T A B I L I T Y

Pepperdine Help Desk

During September 2012, there were 1,369 requests for support managed through the Help Desk.

Of these requests, 43 percent were resolved within two days and 83 percent were resolved in

fewer than five days. The average wait time for individuals calling the Help Desk was 28 seconds.

Seventy-nine percent of requests were resolved by the Help Desk on the first call.

Online Requests

In September 2012, there were 294 additional requests for support managed through the custom

service request form. The top two types of online requests were: audio visual service (61) and

departmental telephone service (71).

Help Desk User Survey

Through an automated feedback process, all Help Desk callers have the opportunity to com-

plete a web-based satisfaction survey. In September 2012, 161 (10 percent) of 1,569 survey re-

quests sent to customers were submitted. The four-question survey uses a “1 to 5” sliding scale

with “4.00-5.00” equal to Excellent.

S u b s c r i b e o r T e l l U s W h a t Y o u T h i n k

Do you know someone who would benefit from reading IT’s InsighT Report? Or do you have a

question or comment about the report? Drop us a line at [email protected].