|
=C2=A0
|
Section B
Unit Goals=C2=A0set within last =
year's=C2=A0(2004-2005) Annual Report |
|
With which 1 or 2 goals from the 8 current =
strategic plan goals does your 2005-2006 goal best =
align? |
Unit Goal
=C2=A0
Goal for 2005-2006
=C2=A0 |
STATE OF THE ART =
INFRASTRUCTURE=C2=A0(5)=C2=A0=C2=A0
ONGOING QUALITY =
IMPROVEMENT=C2=A0(8)=C2=A0=C2=A0 =
|
Goal - Quality Help Desk =
Service=C2=A0(1)
Computing Services will provide quality help desk and desktop =
support to faculty, staff, and =
students. |
=C2=A0
=C2=A0
What=C2=A0actions have been taken to attain this =
goal?
Computing Services successfully completed its first goal.=C2=A0 The =
new Helpdesk manager, Laura Koenigs,=C2=A0started on December 5, =
2005.=C2=A0
=C2=A0
Track-It was selected as the helpdesk management system.=C2=A0 The =
system was implemented on August 1, 2005.
=C2=A0
During the month of August Computing Services hired several OPS =
students who were trained as call center technicians.=C2=A0
=C2=A0
To date little to no action has been taken towards the creation of =
a documentation library. Computing Services=C2=A0did two =
searches=C2=A0for a helpdesk manager which took a considerable amount of =
time.=C2=A0 It is the responsibility of the helpdesk manager to =
coordinate the helpdesk documentation library.=C2=A0=C2=A0=C2=A0
=C2=A0
Computing Services successfully implemented two PC inventory =
management systems.=C2=A0=C2=A0
=C2=A0
=C2=A0
What measures have you taken towards assessment of this =
goal?
The helpdesk manager is hired and working towards the departments =
goals and creating a customer satisfaction survey for each ticket we =
work on.=C2=A0=C2=A0
=C2=A0
The=C2=A0implementation and enforcing the use of=C2=A0the new =
helpdesk system is=C2=A0complete and successful.=C2=A0 We will use the =
data in this system to track and measure services calls.=C2=A0=C2=A0 =
=C2=A0
The Computing Services department meets on a weekly basis.=C2=A0 =
During these weekly meetings=C2=A0the call center, technical support and =
network support staff=C2=A0are constantly making suggestions=C2=A0on how =
the addition of the call=C2=A0center was progressing and=C2=A0what =
improvements could be made.=C2=A0=C2=A0=C2=A0
=C2=A0
To date no measures have been taken towards the assessment of =
creating a helpdesk=C2=A0documentation library.=C2=A0 =C2=A0
=C2=A0
Two PC inventory systems=C2=A0have been=C2=A0implemented and are =
being used to run reports about PC's that have vulnerabilities to spy =
ware, viruses and malicious intentions.
=C2=A0
=C2=A0
Describe the progress you have made toward attaining this =
goal including the anticipated completion date.
The goals of hiring the helpdesk manager is complete.
=C2=A0
As of December 2006 Computing Services would like to finish this =
project by implementing the customer feedback surveys, and developing =
the technicians solutions=C2=A0section of the software.
=C2=A0
The goals of splitting the helpdesk in to a call center and desktop =
support is complete.=C2=A0 However, the funds Computing Services used to =
attain this goal are not reoccurring.=C2=A0
=C2=A0
=C2=A0
The helpdesk manager is responsible for the creation of a helpdesk =
documentation library.=C2=A0 One of her initial goals is =
to=C2=A0organize and start the helpdesk documentation library.=C2=A0 =
This task will take over=C2=A0six months and will be an ongoing task for =
the helpdesk manager.
=C2=A0
The goals of implementing a PC inventory management system is =
complete.
=C2=A0=C2=A0=C2=A0
=C2=A0
=C2=A0
Describe how the results of assessments have been used to =
improve student learning or your department's services.
Adding a helpdesk manager and helpdesk management system enables =
Computing Services to support the needs of the desktop computing =
environment, students in housing and the university's network in a more =
timely manner.=C2=A0
=C2=A0
Adding the call center staff=C2=A0was instrumental in=C2=A0ensuring =
a=C2=A0smooth move-in of 2000 students in student =
housing,=C2=A0the=C2=A0integration of 30 new faculty, and the opening of =
modular building 2; all for the fall semester.=C2=A0
=C2=A0
We are able to use the data from the PC inventory=C2=A0systems to =
proactively manage the desktop environment.=C2=A0This benefits all PC's =
users on campus including students, faculty and staff. =
=C2=A0 |
|
With which 1 or 2 goals from the 8 current =
strategic plan goals does your 2005-2006 goal best =
align? |
Unit Goal
=C2=A0
Goal for 2005-2006
=C2=A0 |
STATE OF THE ART =
INFRASTRUCTURE=C2=A0(5)=C2=A0=C2=A0
ONGOING QUALITY =
IMPROVEMENT=C2=A0(8)=C2=A0=C2=A0 =
|
Computing Services will provide quality Network support and =
backbone services to students, faculty, and =
staff. | <=
div>
=C2=A0
=C2=A0
What=C2=A0actions have been taken to attain this =
goal?
Computing Services contracted with SBC to complete a wireless =
assessment of campus.=C2=A0 Computing Services also contracted with =
Aztek communications to run data, to add wireless coverage on campus, =
and purchase additional wireless access points.=C2=A0
=C2=A0
Computing Services worked with a team of students and successfully =
implemented a Spam firewall.
=C2=A0
Computing Services updated its cabling specifications and =
successfully oversaw the construction of modular building 2.=C2=A0 =
=C2=A0
=C2=A0
What measures have you taken towards assessment of this =
goal?
The goal of completing the wireless assessment is measured =
by=C2=A0FGCU receiving the final wireless assessment=C2=A0report from =
SBC.=C2=A0 Increasing the wireless coverage on campus is measured by =
increasing the=C2=A0total number of buildings with wireless technology =
available.=C2=A0 We are making progress on this goal by completion of =
wireless access in Sugdon Welcome Center.=C2=A0 Additional building will =
be complete by March 2006.
=C2=A0
The goals of implementing a spam firewall for student =
email=C2=A0can be measured by=C2=A0completing the installation and =
configuration of the spam firewall hardware device.=C2=A0 =C2=A0
=C2=A0
The goals of over seeing construction on campus can be measured by =
students, faculty and staff successfully using the network connections =
and PC's in the new buildings.=C2=A0 =C2=A0
=C2=A0
Additional measures include weekly meetings with Associate VP of =
Administrative Services and Computer Services staff to asses the quality =
of the services we offer.=C2=A0
=C2=A0
=C2=A0
Describe the progress you have made toward attaining this =
goal including the anticipated completion date.
The wireless assessment plan is complete.=C2=A0 Increasing wireless =
coverage is increased to include Sugdon Welcome Center and will also =
include academic building 5 in March 2006.=C2=A0
=C2=A0
The student email spam firewall=C2=A0implementation is =
complete.=C2=A0 =C2=A0
=C2=A0
The goals of updating construction specifications and overseeing =
modular building 2 are complete.=C2=A0 Academic building 5 will be =
complete in March 2005.
=C2=A0
=C2=A0
Describe how the results of assessments have been used to =
improve student learning or your department's services.
The wireless expansion goal allows students, faculty and staff a =
more=C2=A0convenient way=C2=A0to access network resources.
=C2=A0
The spam firewall reduces the amount of spam, junk email and virus =
related email in each student inbox.=C2=A0
=C2=A0
Ensuring quality voice and data construction, benefits all users of =
university networked services.=C2=A0
=C2=A0 |
|
With which 1 or 2 goals from the 8 current =
strategic plan goals does your 2005-2006 goal best =
align? |
Unit Goal
=C2=A0
Goal for 2005-2006
=C2=A0 |
|
ONGOING QUALITY =
IMPROVEMENT=C2=A0(8)=C2=A0=C2=A0 |
Continually enhance services to support university business =
processes. |
=C2=A0
=C2=A0
What=C2=A0actions have been taken to attain this =
goal?
Computing Services has worked with Physical Plant to test the =
generator for the NOC.
=C2=A0
The replacement plan was submitted by TAC and one forth of the =
funds made available.=C2=A0 Computing Services spent its allotment of =
this money.=C2=A0
=C2=A0
Computing Services spent several months working with Housing staff =
to develop a plan for fall 2006 move-in and our staff spent four days =
before the beginning of fall semester assisting=C2=A0housing students =
with connecting to FGCU resources.=C2=A0
=C2=A0
=C2=A0
What measures have you taken towards assessment of this =
goal?
Computing Services is working with Physical Plant and a general =
contractor to make sure that all power supplied to the NOC is =
uninterrupted during a power outage.=C2=A0 To date these test have not =
been successful.
=C2=A0
The funds made available for the replacement plan so far have been =
spent on the highest priority items in the plan.=C2=A0
=C2=A0
Computing Services monitors the number of students connecting =
through the housing network.=C2=A0 On the first day of classes in the =
fall semester=C2=A082% of the 2000 students in housing were registered =
on the campus network.=C2=A0=C2=A0=C2=A0
=C2=A0
=C2=A0
Describe the progress you have made toward attaining this =
goal including the anticipated completion date.
The generator has been delivered and installed and is fully =
opperational6.=C2=A0
=C2=A0
The funds made available for the replacement plan have been =
spent.=C2=A0 If more funds=C2=A0are made available we will finish out =
this plan.=C2=A0 Otherwise, this goal is complete.
=C2=A0
Both fall 2005 and spring 2006 housing move-ins are complete.=C2=A0 =
=C2=A0
=C2=A0
Describe how the results of assessments have been used to =
improve student learning or your department's services.
Students, faculty and staff all benefit from the generator by =
providing uninterrupted network services during power outages.=C2=A0 =
=C2=A0
The replacement plan ensures the latest technologies are made =
available for students faculty and staff and is reviewed yearly.=C2=A0 =
=C2=A0
Students in housing benefit directly from connecting to university =
resources from their dorm room.
=C2=A0 |
|
Section C
Program or Service=C2=A0Specific =
Assessments |
=C2=A0
What program or service specific assessment occurred in the =
current academic year?
Computer Services has made monitoring internet bandwidth, intrusion =
prevention and the spam firewall part of its daily operating =
procedures.=C2=A0=C2=A0 As a result of this monitoring we increased the =
Universities Internet bandwidth from 20MB to 40MB keeping the total =
usage under our goal of 80% usage.=C2=A0 In addition, after monitoring =
the intrusion prevention reports we are proactively assisting faculty =
and staff to eliminate viruses and spy ware from these PCs.
=C2=A0
Computing Services hired a helpdesk manager who is responsible for =
creating customer satisfaction surveys.=C2=A0
=C2=A0
How were the results of the assessment used to improve =
programs or services?
Many of the assessments we watch enable=C2=A0students, faculty and =
staff PC's and Internet connections to run as efficiently as possible =
thus improving the services and programs they can offer.=C2=A0
=C2=A0 | <=
/table>
=C2=A0
|
Section D
Unit Contribution to President's Performance =
Measures |
=C2=A0
Please review the President's Performance Measures for =
2005-2006. Did your unit contribute to any specific performance goals =
for the President? (If so, please indicate whether the measure =
set was attained and to what degree.)
None of=C2=A0the specific =
goals=C2=A0contribute to the=C2=A0President's Performance Measures this =
year, however, deployment of technology services=C2=A0allows many =
departments to=C2=A0focus more effort on achieving these =
goals.
=C2=A0
|
Part 2
Section A
Unit Goals=C2=A0for Coming Year =
(2006-2007) |
|
=C2=A0
|
With which 1 or 2 goals from the 8 current =
strategic plan goals does your 2006-2007 =
goal best align? |
Unit Goal
=C2=A0
Goal for 2006-2007 |
STATE =
OF THE ART INFRASTRUCTURE=C2=A0(5)=C2=A0=C2=A0
ONGOING QUALITY =
IMPROVEMENT=C2=A0(8)=C2=A0=C2=A0 =
|
Goal - Quality Help Desk =
Service=C2=A0(1)
Computing Services will provide =
quality help desk and desktop support to faculty, staff, and =
students. |
=C2=A0
What action(s) will you undertake to achieve the =
goal?
To better serve the University's students, faculty and staff, the =
help desk and call center will: set up an automated call distribution =
system,=C2=A0become front line for support for voice over IP, implement =
a=C2=A0secured PC program, provide MS training for staff, and continue =
with creation=C2=A0of documentation library.
=C2=A0
=C2=A0
=C2=A0
By what means will you assess goal =
achievement?
The Computer Services management staff, and department staff, will =
continue to meet with the Associate VP of Administrative Services on a =
regular basis to identify, prioritize, and propose projects that aid the =
university in accomplishing its mission and goals.=C2=A0We will conduct =
weekly meetings within the department=C2=A0to ensure follow through of =
those proposed goals, creating a more effective way of =
communication.
=C2=A0
How will you know if you have successfully attained each =
goal?
New projects will be identified and =
their priority will be determined by a standard methodology. Projects =
with high value to the university will be proposed first.=C2=A0 Funded =
projects will be planned, scheduled, budgeted and managed until =
completion.
=C2=A0
How will the results of the above assessments be used to =
improve student learning or services?
The assessments will be used to adjust =
services, projects,=C2=A0and initiatives that have indirect impacts on =
student learning.
=C2=A0
|
With which 1 or 2 goals from the 8 current =
strategic plan goals does your 2006-2007 =
goal best align? |
Unit Goal
=C2=A0
Goal for 2006-2007 |
STATE =
OF THE ART INFRASTRUCTURE=C2=A0(5)=C2=A0=C2=A0
ONGOING QUALITY =
IMPROVEMENT=C2=A0(8)=C2=A0=C2=A0 =
|
Computing Services will provide =
quality Network support and backbone services to students, faculty, and =
staff. | <=
div>
=C2=A0
What action(s) will you undertake to achieve the =
goal?
To better serve the University's students, faculty and staff the =
network group will build resiliency in campus wide network. This will be =
done in 4 areas.=C2=A0 The campus Internet connection, the network core, =
in each=C2=A0building, and in critical servers.=C2=A0 Phase I and II of =
the campus wireless plan will be=C2=A0completed and we will create a =
campus security plan and security awareness campaign.=C2=A0 Computer =
Services will assist with the implementation and support of voice over =
IP.=C2=A0 The network group will provide the necessary services and =
support to make sure other technology departments can meet their =
goals.=C2=A0
=C2=A0
=C2=A0
By what means will you assess goal =
achievement?
Status of projects listed=C2=A0will be =
monitored on an ongoing basis to ensure that appropriate progress is =
being made.
=C2=A0
How will you know if you have successfully attained each =
goal?
New projects will be identified and =
their priority will be determined by a standard methodology. Projects =
with high value to the university will be proposed first.=C2=A0 Funded =
projects will be planned, scheduled, budgeted and managed until =
completion.
=C2=A0
How will the results of the above assessments be used to =
improve student learning or services?
The assessments will be used to adjust =
services, projects,=C2=A0and initiatives that have indirect impacts on =
student learning.
=C2=A0
|
With which 1 or 2 goals from the 8 current =
strategic plan goals does your 2006-2007 =
goal best align? |
Unit Goal
=C2=A0
Goal for 2006-2007 |
|
ONGOING QUALITY =
IMPROVEMENT=C2=A0(8)=C2=A0=C2=A0 |
Continually enhance services to =
support university business =
processes. |
=C2=A0
What action(s) will you undertake to achieve the =
goal?
Computing services will continually enhance services =
by the following actions:
-
Update and=C2=A0implement the=C2=A0technology =
replacement plan.=C2=A0
-
Work with housing staff to make sure all students in =
housing can connect to university resources in a safe effective timely =
manner.=C2=A0
-
Research new technologies and implement them as =
appropriated.=C2=A0
=C2=A0
=C2=A0
=C2=A0
By what means will you assess goal =
achievement?
Status of projects listed=C2=A0will be =
monitored on an ongoing basis to ensure that appropriate progress is =
being made.
=C2=A0
How will you know if you have successfully attained each =
goal?
New projects will be identified and =
their priority will be determined by a standard methodology. Projects =
with high value to the university will be proposed first.=C2=A0 Funded =
projects will be planned, scheduled, budgeted and managed until =
completion.
=C2=A0
How will the results of the above assessments be used to =
improve student learning or services?
The assessments will be used to adjust =
services, projects,=C2=A0and initiatives that have indirect impacts on =
student learning.
=C2=A0
=
=C2=A0
What additional resources have you requested and received a =
commitment for during 2006-2007 from your area VP or the President that =
is based on your analysis of assessment data for =
2005-2006?
Wireless plan - =
$60,000 =
- Computing Services is in the process of implementing phase one and two =
of the wireless plan for campus.=C2=A0 This will include many of the =
academic buildings on campus.=C2=A0 The schedule completion for this is =
August 2006.=C2=A0
=C2=A0
What additional resource needs do you have for fulfillment =
of your goals that you wish for consideration from your area VP or the =
President that is based on your analysis of assessment data for =
2005-2006?
Help Desk Support Technician $36,00 =
- The Help Desk supports 1400 =
networked PC's on a continual basis with only four full time staff =
members.=C2=A0 The amount to desktop related work orders is increasing =
as the number of faculty and staff increase.=C2=A0 In addition, the fall =
moving in housing=C2=A0will add an additional 2000 users in a four day =
time period.=C2=A0 Computing Services struggles every year to =
make=C2=A0sure ever student can connect to the network and does not =
infect the network or other students and staff PC's.=C2=A0 Additional =
full time help is important to continued quality customer =
services.=C2=A0
=C2=A0
=C2=A0
OPS help for Computing Services- =
$28,500 =E2=80=93 Computing Services needs reoccurring funds =
to support call center and network OPS help.=C2=A0 These additional =
resources have allowed us to provide preventative maintenance to desktop =
PC=E2=80=99s preventing outbreaks of viruses and reducing spy ware =
problems.=C2=A0 The Network OPS help has been instrumental in =
preparations of VOIP and implementing the wireless plan. =
=C2=A0
Network Position -$45,000 - One additional Network position is critical to the =
support of additional services being added; voice over IP, increasing =
wireless coverage, overseeing voice and data cabling in new construction =
projects and renovation of existing space,=C2=A0connecting and support =
of satellite offices (Cape Coral, Port Charlotte, CLI, and Naples =
center), monitoring increased bandwidth, and continual monitoring of =
network=C2=A0traffic and the Intrusion Prevention System.=C2=A0 =
This=C2=A0request=C2=A0is directly tied to goal number=C2=A0two for =
Computing Services, Provide quality network support and backbone =
services, faculty, and staff.=C2=A0
=C2=A0
Wireless plan - $30,600 - Computing Services will complete phase one and two =
of the wireless plan in 2005/2006.=C2=A0 We will need $30,600 to =
complete the wireless plan in 2007/2008. This=C2=A0request=C2=A0is =
directly tied to FGCU's strategic plan and goal number=C2=A0two for =
Computing Services, Provide quality network support and backbone =
services, faculty, and staff.
=C2=A0
Technology Security improvements =E2=80=93 $112,500 =
=E2=80=93 To tighten the =
security of university data Computing Services would like to add =
external and internal vulnerability scans and log auditing =
software.=C2=A0 This project is critical to continue processing credit =
cards =C2=A0and to prevent malicious attacks against FGCU=E2=80=99s =
network.
=C2=A0
Storage Area Network (SAN) expansion =E2=80=93 =
$190,648 =E2=80=93 As the =
University grows so does the need for increased department and share =
folder storage.=C2=A0 Also increasing is our need for additions database =
applications such as Blackboard and Angel learning management =
=C2=A0
We =
have outgrown our current SAN and it is at the end of its life.=C2=A0 To =
replace the current SAN and add redundancy in our database server it =
will cost $190,648.
=C2=A0
Microsoft Training for Faculty and Staff =E2=80=93 =
$15,000 - In the past Computing =
Services offered classes in Microsoft Office.=C2=A0 We would like offer =
these classes again to all faculty and staff.=C2=A0 This will keep them =
current on latest version of outlook, Word, Excel and Power =
Point.
=C2=A0
Cargo Van - $25,000 =
=E2=80=93 To adequately support regional center in Port =
Charlotte, Naples and Cape Coral and transport technical equipment =
Computer Services needs a Cargo Van.=C2=A0 The current state cars are =
rarely available and are not for transporting =
equipment.
=C2=A0
Gulf Cart - $5,000 =E2=80=93 Computing =
Services need an additional cargo style gulf cart to transport PC in =
between buildings and around campus.=C2=A0
=C2=A0
Replacement Plan - =
$475,254 =E2=80=93 Computing Services portion of the =
Technology Replacement Plan funding for current year in addition to the =
funds for next year are critical to support the on going costs =
associated with providing services to support network =
infrastructure.=C2=A0
=C2=A0
=C2=A0
|
Section C
Assessment =
Plans |
=C2=A0
What assessments are you planning to conduct during =
2006-2007?
As we offer Microsoft office training classes evaluation forms will =
be used to measure our success and provide critical feedback.
=C2=A0
Weekly surveys will be conducted on the work orders completed the =
week before.=C2=A0
=C2=A0
|
Section D
Coming Year - Strategic Plan =
Contributions | =
=C2=A0
=C2=A0 | <=
/table>
=C2=A0
=C2=A0
=C2=A0 |