tag:blogger.com,1999:blog-77414520347595804492024-03-14T06:35:10.941-07:00Jottings from Ray Kuntz, Director of ITS Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.comBlogger14125tag:blogger.com,1999:blog-7741452034759580449.post-84204063049502493032013-02-08T05:43:00.000-08:002013-02-08T07:59:17.047-08:00ITAP Presentation to Senior Staff<span style="font-family: Arial, Helvetica, sans-serif;">Earlier posts have shared the role of the ITAP Committee...to assist Grinnell College in the prioritization of ITS initiatives. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Yesterday, the work of the ITAP committee was presented to the Senior Staff for ratification. Great dialog; great feedback. You can find a copy of the charts at the following link: http://www.grinnell.edu/offices/its/itap.</span><span style="font-family: Arial, Helvetica, sans-serif;"> I wanted to share the highlights of the meeting with you:</span><br />
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<li><span style="font-family: Arial, Helvetica, sans-serif;">Complete ratification of the ITAP Committee's work. Agreement to proceed to the next phase with five selected projects (Alumni email, Online Registration/eAdvising, Student Retention Alert, Data Warehouse)</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">Significant discussion and interest, primarily led by President Kington, to move up the date of Online Registration</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">Much interest in having us look at teleconferencing...with the understanding that our agenda is full with the projects cited above</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">Interest in having a copy of the full list of projects</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">Discussion (Joe Bagnoli) about the importance of web analytics for recruitment. Joe will create a paper on this topic</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">Hi interest expressed in document imaging</span></li>
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<span style="font-family: Arial, Helvetica, sans-serif;">I am very grateful to the ITAP committee. Their contribution has been strong. The process is working as we intended. </span></div>
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<span style="font-family: Arial, Helvetica, sans-serif;">Next steps: we in ITS will create project charters for each of the above initiatives (the "5") and come back to Sr. Staff with a funding request and project plan.</span></div>
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<span style="font-family: Arial, Helvetica, sans-serif;">I think that we will take a few months hiatus from meeting as a committee. We are in the phase of getting these projects kicked off.</span></div>
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<span style="font-family: Arial, Helvetica, sans-serif;">From my perspective, the ITAP Committee has made a serious difference to Grinnell College as they have prioritized the initiatives for ITS.</span></div>
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<span style="font-family: Arial, Helvetica, sans-serif;">Ray</span></div>
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Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com1tag:blogger.com,1999:blog-7741452034759580449.post-24648072420720097542013-01-31T10:17:00.001-08:002013-01-31T10:42:46.188-08:00Lynda is Here!!!<span style="font-family: Arial, Helvetica, sans-serif;">I would like to introduce you to Lynda....Lynda . Com. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Lynda is the newest member of our team. Lynda was hired specifically for you. Let me tell you a few things about Lynda:</span><br />
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<li><span style="font-family: Arial, Helvetica, sans-serif;">She is smart; she knows a little about every technology topic that you might imagine. </span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">She is a teacher, teaching primarily technology oriented topics. </span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">She is fast; she typically teaches in 1-5 minute bursts. </span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">She is available. We had a little work to get this one through HR, but her shift is 24x7x365.</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif;">She can help all of us out by answering our questions...pronto. She is one click away.</span></li>
</ul>
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<span style="font-family: Arial, Helvetica, sans-serif;">You can meet Lynda by following the instructions below. Spend some time with Lynda to get to know her. I think you will find her to be one of your new BFFs.</span></div>
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-large;"><b>Ray</b></span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;"><i>This is an email that went out from John Hammond on this topic this morning:</i></span><br />
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;"><img alt="Description: cid:image001.png@01CDFF95.5EA53DF0" height="41" src="https://mail.grinnell.edu/owa/attachment.ashx?id=RgAAAAAQwo1eUtgsQJkMrx%2fVjTiEBwBxiQHWDAytRr6c%2f3B8sPaWAAAAoGE8AABxiQHWDAytRr6c%2f3B8sPaWAAArBC6mAAAJ&attcnt=1&attid0=BAAAAAAA&attcid0=image001.png%4001CDFFAE.3D75B8D0" style="height: auto; max-width: 100%;" width="144" /></span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Good Morning,</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Information Technology Services is very excited to now provide unlimited access to lynda.com for all students, staff and faculty. Lynda.com is an online library of courses covering topics from photography to project management. </span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;"> </span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Here are just a few of the benefits to using lynda.com:</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• Courses include a wide variety of technology and disciplines</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• Up-to-date content helps to keep your skills current</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• New courses are added every week </span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• Access to instructors’ exercise files let you follow along as you watch tutorials</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• Closed captioning and searchable, time coded transcripts for increased comprehension</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• Beginner to advanced courses to learn at your level</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">• Watch complete courses or individual tutorials as you need them</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;"> </span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">To access lynda.com, go to <a href="https://mail.grinnell.edu/owa/redir.aspx?C=vL1igU0hlU2zbxyzCVj1NemqZuVz088IKWnVPIEU9S0ppyu8rqANJyJH4WkqvYvTtvjeebB3Jzs.&URL=http%3a%2f%2fiplogin.lynda.com" target="_blank">http://iplogin.lynda.com</a> and create your user name and password. You must use your Grinnell email address.</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;"> </span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">You must be on campus the first time you create your account, but after that you can access Lynda.com from anywhere! </span></span><span style="font-family: 'Times New Roman', serif; font-size: 12pt;">If you are an existing lynda.com member, you can use your current user name and password to create your profile. </span><span style="font-family: 'Times New Roman', serif; font-size: 12pt;">Once your profile is created, you will be able to access lynda.com directly through</span><span style="font-family: 'Times New Roman', serif; font-size: 12pt;"> </span><a href="https://mail.grinnell.edu/owa/redir.aspx?C=vL1igU0hlU2zbxyzCVj1NemqZuVz088IKWnVPIEU9S0ppyu8rqANJyJH4WkqvYvTtvjeebB3Jzs.&URL=http%3a%2f%2fwww.lynda.com" style="font-family: 'Times New Roman', serif; font-size: 12pt;" target="_blank">http://www.lynda.com</a><span style="font-family: 'Times New Roman', serif; font-size: 12pt;"> </span><span style="font-family: 'Times New Roman', serif; font-size: 12pt;">from anywhere! </span><span style="font-family: 'Times New Roman', serif; font-size: 12pt;">To learn more, we suggest that you watch the introductory movie about the service, and also access the How to use lynda.com course.</span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Introductory Movie:</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;"><a href="https://mail.grinnell.edu/owa/redir.aspx?C=vL1igU0hlU2zbxyzCVj1NemqZuVz088IKWnVPIEU9S0ppyu8rqANJyJH4WkqvYvTtvjeebB3Jzs.&URL=http%3a%2f%2fwww.lynda.com%2fhome%2fVideoPlayer.aspx%3flpk4%3d73" target="_blank">http://www.lynda.com/home/VideoPlayer.aspx?lpk4=73</a></span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">How to use Lynda.com course</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;"><a href="https://mail.grinnell.edu/owa/redir.aspx?C=vL1igU0hlU2zbxyzCVj1NemqZuVz088IKWnVPIEU9S0ppyu8rqANJyJH4WkqvYvTtvjeebB3Jzs.&URL=http%3a%2f%2fwww.lynda.com%2fBusiness-E-learning-tutorials%2fHow-to-use-lynda-com%2f77683-2.html" target="_blank">http://www.lynda.com/Business-E-learning-tutorials/How-to-use-lynda-com/77683-2.html</a></span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Please contact the Grinnell Technology Services Desk if you have any questions or issues signing up for or into lynda.com.</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Best regards,</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">John Hammond</span></span></div>
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<span style="font-family: Times New Roman,serif; font-size: small;"><span style="font-size: 12pt;">Technology Services Desk Manager</span></span></div>
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Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-26101626321039320692013-01-31T06:46:00.000-08:002013-01-31T06:54:28.667-08:00There is Something Very Phishy Around Here...<span style="font-family: Arial, Helvetica, sans-serif;">Phishing!!!!....Urrrrghh!!!!</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">We seem to be under siege lately from phishing attacks. These fake, unwanted email solicitations look real and do a good job of luring us in. Then, Bam!...we find that they have stolen our email identity and password and started working on our computer work under our identity. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">What is so bad about this?</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Several things:</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">First, I don't want my identity compromised. Everything...passwords, emails, files... Once the phishing site has it, the phishing site can disburse my personal information wherever it chooses. Kind of like a home invasion. You never feel safe in your home once it is compromised. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Secondly, our Grinnell email servers get tagged as phishing servers, sending out erroneous information to others. In the internet world this is bad. Our servers carry a "good guy" or "bad guy" score, kind of like your credit score. When your score goes down, other servers around the world will not let you talk with them. They take your emails, etc. and throw them into a trash can. Now...we don't want that, do we??</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Enough of all of this explanation, you get the picture. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;"><b>Here is something very, very cool you can do. </b>Go to this site (it is a non-phishing site!!!): </span><br />
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<a href="https://mail.grinnell.edu/owa/redir.aspx?C=kwkHV9xNqEOQKG0OZAAijlE0X9VU088IY2wFS4Nk-g3pI0qJoavL2hlNcPBh5IPrBANhz7E1_eQ.&URL=http%3a%2f%2fwww.lynda.com%2fNetworking-Security-tutorials%2fmanagingspamessentialtraining%2f628-2.html" style="font-family: 'Segoe UI', Helvetica, Arial, sans-serif;" target="_blank">http://www.lynda.com/Networking-Security-tutorials/managingspamessentialtraining/628-2.html</a><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Establish an id and take the course on <i>Defending Against Phishing Attacks</i> (section 4, second class). </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">The above site is for Lynda.com. We just purchased a campus-wide license. There are many, many great classes you can take at Lynda.com. Check it out!</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">The first time you enter Lynda.com you need to be on campus (security!!!). Establish an id. The site will walk you through how to do this. Give me a post back, if you are having trouble...we can post specifics of how to get in. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Feel free to post back tips that you have experienced that may help others.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-large;"><b>Ray</b></span>Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-33726534217613802602013-01-30T10:09:00.003-08:002013-01-31T13:41:17.806-08:00Becoming an Analytics Driven Organization<br />
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">It has been some time since our
last post. I've been watching for items that warrant your attention. We have a
few!! I will make them the subject of separate posts over the next several days.</span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">I am<span class="apple-converted-space"> </span><i>greatly</i><span class="apple-converted-space"> </span>encouraged with the direction that we
are heading as we strive to become an Analytics Driven Organization. We have
the strong leadership of President Kington driving this topic, great
interdepartmental teamwork, and a spirit on campus of "let's move ahead."
Narren Brown (Office of Analytic Support and Institutional Research), Angela
Voos (Office of the President), Brent Jaeger (ITS), and Jon Case-Minners (ITS)
have been major players. There is some significant work underway in the
divisions...thoughtful, insightful work.</span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">We must evolve to become a more fact driven organization. We face
increasing accountability regarding the effectiveness of our product
(education) and the effectiveness of our expenditures. The world we interact
with expects us to understand our business quantitatively and respond to their
questions. We find ourselves increasingly incapable of doing so.</span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">The topic of how you become an Analytics Driven Organization is
messy; it is amorphous; it requires teamwork. It is one of those topics that make
you scratch your head and ask: "Where do we start?" Many
organizations start this process, then stop as they lose focus, purpose, and
will. </span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">The way to accomplish this is not to try to create an environment
that can answer every question that anyone has ever thought of. “Build it and
they will come” is not an effective approach. It also is not effective to
install a data warehouse software package and hope that with the press of a few
buttons all of our answers will be magically spit out. </span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">Rather, there is a cultural change that is needed in the
institution, a kind of DNA alteration in how we think of information (data) and
its use. We need to become an organization where data is an institutional asset, versus a personal asset or
departmental asset. Everyone can view and use "our" data, given the
proper security authorization. Our business processes change so that others may
access information that we hold or have sourced. Data is named
according to institutional standards, so that it can be found and understood by others. And,
policies govern the creation and use of data.</span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">We will evolve incrementally, thoughtfully. We will create results
as we progress. As we move forward together, we will increase interdepartmental
collaboration, sharing of data, and teamwork. </span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">Yesterday, in the Grinnell Senior Leadership meeting, a plan for
accomplishing the above was unveiled. President Kington created a strong vision of
where we are headed. Houston Dougharty, Mark Peltz, and Beth Halloran presented
excellent, sample scenarios of how the lack of access to data and analytics
impairs their operations. Main challenges were presented: naming conventions,
data holes, quality/accuracy, completeness and sharing. Lastly, the specifics
of our next steps were presented. </span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">Over the next couple of weeks the Senior Staff will discuss the
top analytics oriented questions that will affect the institution. Each Senior
Staff member will bring to the table their most pressing questions. They will
be discussed and prioritized. We will then take the top 1 or 2 questions and
create a project charter to answer each question. The project charter will
define our approach to answering the question, deliverable dates, and who will
be involved in the project team. Our goal is to achieve results. We will
incrementally approach the answer to questions in this fashion. Over time, the
repository of information that we build will grow. Our familiarity with the
process will grow. Our cultural perspective will evolve. </span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">We are on an exciting path together. </span><span style="font-size: 10pt;"><o:p></o:p></span></div>
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">You may wish to check out the slides that were presented yesterday
at: </span><br />
<a href="https://mail.grinnell.edu/owa/redir.aspx?C=epnBdo7NDke_ypck4viK_8UFJ5qR088IC69276vda8ayBXJX7A_uLyVGiJIK_Y4boEToG6GBmrE.&URL=http%3a%2f%2fwww.grinnell.edu%2ffile%2f69462" style="color: purple; font-family: Tahoma, sans-serif; font-size: 13px;" target="_blank">http://www.grinnell.edu/file/69462</a><br />
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<span style="font-family: Arial, sans-serif;"><b><span style="font-size: x-large;">Ray</span></b></span></div>
Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-50986071615411909422012-12-05T12:00:00.000-08:002012-12-05T12:00:11.201-08:00Making Grinnell a "Hot" Spot<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Well, OK....we already know that Grinnell College is a "hot" spot!!! I'm talking WIFI "hot spot" though!!!</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">This week, the third of five outdoor WIFI antennas has been installed. The campus is now lit up ("hot") from 6th Avenue through the athletic facilities north of 10th Avenue. </span><span style="font-family: Arial; font-size: x-small;">Areas south of 6th Avenue are planned for outdoor WIFI antenna installation over the next month!!</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">I know that this announcement is a relief to those of you who wish to sit in the football stadium stands over the winter months as you relax reading your favorite online book. For the rest of you, your wireless devices should work well as you traverse the campus green (soon to be white...) or sit in the stands of the Natatorium as you watch others work out. </span><br />
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<span style="font-family: Arial; font-size: x-small;">I'll end now...I'm getting a little carried away...</span><br />
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<strong><span style="font-family: Arial; font-size: large;">Ray</span></strong><br />
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<span style="font-family: Arial; font-size: x-small;"></span>Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-85716741090952902062012-12-05T07:47:00.000-08:002012-12-05T07:47:02.681-08:00ITS Open House<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">What a great time we had with our friends at the ITS Open House last Thursday! Eighty attendees experienced the Grand Opening of the new ITS Services Desk in the South Forum. Thank you for coming!!!</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Our pupose in the Open House? Simple:</span><br />
<ul>
<li><span style="font-family: Arial; font-size: x-small;">Publically express our gratitude for the new space. It is space that allows us to bring together the members of the Services Desk team into one physical location. This helps a lot!!</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Describe the Services Desk team to those that participated. Thanks, John Hammond for doing that!</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Demonstrate a few cool tools:</span></li>
<ul>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Remote access: a demonstration of how we can remote into a user's computer while they watch our work from their screen</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Bradford: our new network access system (going live January 9)</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Entering a ticket: how we use the Kbox system as our management tool to resolve your technical topics</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Lynda: a subscription that we have on campus that any user can use, allowing for you to view demonstration videos on 1,000's of "how do I..." topics, from using PowerPoint to learning Project Management skills</span></li>
</ul>
<li><span style="font-family: Arial; font-size: x-small;">Communicate our new centralized phone number x-4901...for all services</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Listen to our constituents needs</span></li>
</ul>
<span style="font-family: Arial; font-size: x-small;">I'd like to express our deep gratitude to several people who helped make the South Lounge project work:</span><br />
<ul>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">John Kalkbrenner: thank you for your moral support...and your support in acquiring the space and your support budgetarily</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Paula Smith: thank you for your help with approvals</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Christi Baker: thank you for all of your help with lots and lots of project related specifics. You miss nothing!!!</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Mark Godar, Rick Whitney, Les Ollinger: your department always knocks it out of the park. This was a very short timeframe project and it was done so well. Your department is about service...everytime I turn around I see it. </span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Dave Dale: as project manager, a great job...as always! Thank you Dave.</span></li>
</ul>
<span style="font-family: Arial; font-size: x-small;">A few pics to enjoy (below)!</span><br />
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<span style="font-family: Arial; font-size: large;"><strong>Ray</strong></span><br />
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Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-8268262795399594562012-11-20T11:19:00.000-08:002012-11-20T11:19:16.029-08:00What do you mean..."it is frustrating getting on the network?"<span style="font-family: Arial; font-size: x-small;"><span style="font-family: Arial; font-size: x-small;"></span></span><div align="LEFT">
<span style="font-size: x-small;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">For years we have used a network security system that many have found cumbersome and frustrating. Our current Cisco system requires login and authentication each time we use it, it limits the number of devices that we can attach to the network at one time, and it has been "unfriendly" to visitors. That is a nice array of compliments, isn't it??</span></span></div>
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<span style="font-family: Arial; font-size: x-small;"></span> </div>
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<span style="font-family: Arial; font-size: x-small;">All of that is going to change!! In early January we will be implementing a new network authentication software called Bradford. GONE will be the days of multiple logins...Bradford will remember you! GONE will be the limitations on BYOD (Bring your own device) network attachments...we will be able to attach your personal devices...students and fac/staff. GONE will be the frustrations of visitor logins...Bradford will allow for self registration.</span></div>
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<span style="font-family: Arial; font-size: x-small;"></span> </div>
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<span style="font-family: Arial; font-size: x-small;">Sometimes the simplest changes help us the most...</span></div>
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<strong><span style="font-family: Arial, Helvetica, sans-serif; font-size: large;">Ray</span></strong></div>
Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-50981060266462129132012-11-15T08:40:00.001-08:002012-11-15T08:40:47.142-08:00ITAP Review of Two Projects...and more<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Over the past two weeks, the ITAP Committee has completed the review of three of our top project initiatives in the college:</span><br />
<ul>
<li><span style="font-family: Arial; font-size: x-small;">Alumni Lifetime email (sponsored by Jackie Stern)</span></li>
<li><span style="font-family: Arial; font-size: x-small;">On-Line Registration (sponsored by Cheryl Chase)</span></li>
<li><span style="font-family: Arial; font-size: x-small;">eAdvising (sponsored by Cheryl Chase)</span></li>
</ul>
<span style="font-family: Arial; font-size: x-small;">Upcoming presentations over our next two meetings (over the next month) will be :</span><br />
<ul>
<li><span style="font-family: Arial; font-size: x-small;">Student Retention Alert sytem (sponsored by Joyce Stern)</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Data Warehouse</span></li>
</ul>
<span style="font-family: Arial; font-size: x-small;">ITAP is a committee composed of members of each functional department. As cited in an earlier post (the names of the ITAP Committee members are posted there, too), the purpose of ITAP is review and prioritize project initiatives cross-organizationally. What we all desire is for the highest priority initiatives to be completed, cross organizationally. This team gives Senior Leadership that perspective. </span><br />
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<span style="font-family: Arial; font-size: x-small;">Great, great presentations by the functional departments teamed with their ITS colleagues. Strong, perceptive, questions from the ITAP members. This Committee is working well!!! I am very grateful to them. </span><br />
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<span style="font-family: Arial; font-size: x-small;">We will post the presentations on the ITS website. </span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Once we have the first five initiatives reviewed and scored, a summary will be presented to the Senior Leadership team (January). We will seek approval and funding at that time. Resource requirements will be loaded into the ITS resource plan, pre-allocating resources, and we will drive the approved projects to completion on the planned dates.</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Progress!!</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Meanwhile, given the modest scope of the Alumni Lifetime email project (20-40 hours), we are proceeding ahead with that initiative. Delivery date for this project is February 15, 2013. Student's grinnell.edu email's will be forwarded to an external email account (gMail, for example) upon graduation. Alums will be able to use a self service tool which we are creating to update their email forwarding addresses.</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">We also have acquired the hardware and are in the process of implementing the software to support caller id on campus. This is a facility that has been requested by several departments. This project is scheduled to go live over the next month. Rural Iowa will place some constraints on us, however. As our calls are routed through differnet local phone companies, caller id will be dropped off for about 40% of our calls due to the fact that local providers do not carry the necessary technology to pass caller id though. </span><br />
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Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-31985464491426803502012-11-15T07:50:00.000-08:002012-11-15T08:13:44.262-08:00Cake and Coffee - Unveiling the Services Desk<span style="font-family: Arial, Helvetica, sans-serif;"><strong>Mark your calendar:</strong> On Thursday, November 29, 3:30 - 5:30 PM we will be hosting a Services Desk Open House in the Forum South Lounge. </span><br />
<span style="font-family: Arial;"></span><br />
<span style="font-family: Arial;">Stop by. Enjoy some cake and coffee in a casual and festive atmosphere. Visit with the Services Desk team in their new digs!! Visit our demonstration stations intended to communicate with you our new organization, how to ticket (Check on the status of your tickets!!!), and more. You may even bring your current technology topic to the open house!!...we will have all hands on deck and be able to answer your questions!</span><br />
<span style="font-family: Arial;"></span><br />
<span style="font-family: Arial;">We are grateful to have the opportunity to consolidate our support staffs into one location. We have done a serious revamp of our service delivery process. All of this is intended to increase our support levels to you.</span><br />
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<span style="font-family: Arial;">We are ready to roll!!!</span><br />
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<strong><span style="font-family: Arial; font-size: large;">Ray</span></strong>Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-58398730682840871462012-10-18T06:02:00.001-07:002012-10-18T06:02:23.041-07:00Grinnell ITS Project Priority List - ITAP Progress<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">A previous post (<em>Restructuring, Refreshing, Revitalizing</em>) highlighted the Project Governance process. The Project Governance process is facilitated by the ITAP Committee (Information Technology Assessment and Planning Committee) and is missioned with creating a priority order, an agenda, for Grinnell's IT project initiatives. Committee members were named in the previous post.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">ITAP had its second meeting yesterday. I need to say how grateful I am for this group. We have the right team representing our divisions. The committee members are engaged (at the right level), prepared, and involved. They bring us the cross divisional insights that we seek as we prioritize our project backlog. </span><br />
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<span style="font-family: Arial; font-size: x-small;"><span style="color: black;">Wonder where your pet project is falling on the priority list?</span> </span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">You can keep track of it at: <a href="http://www.grinnell.edu/files/gc_information_technology_projects_2012-10-17.xls">http://www.grinnell.edu/files/gc_information_technology_projects_2012-10-17.xls</a> .</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">This week the committee members will rank the top 5 projects. We will publish those in a little over a week. We will then begin a fairly detailed review of each of these projects. The sponsoring functional division will present the project. There will be time for Q&A. Then, the committee will score the project and the project sponsor will receive immediate feedback on the project's priority. Ultimately...within a month or two...the scrubbed, prioritized, project list will be presented to Senior Staff for consideration and funding. </span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Funded projects will be forward loaded into the ITS Resource Management plan...and we will be off and running!!</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Questions: post them or give me a call at x-4377.</span><br />
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<span style="font-family: Arial; font-size: large;"><strong>Ray</strong></span>Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-66827054304604298332012-10-17T13:51:00.000-07:002012-10-17T13:51:08.681-07:00ITS Presentation to Grinnell Board of Trustees - Facilities Committee<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Great meeting last Saturday morning with the Facilities Committee of the BOT. Appreciated the time with them; appreciated the opportunity to interact. Great questions. High engagement. </span><br />
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<span style="font-family: Arial; font-size: x-small;">Attending were: Todd Linden and Shelley Floyd (Trustees), Keith Brouhle, John Kalkbrenner, President Kington, Susan Schoen, Jim Swartz, Angela Voos, Jon Case-Minners and myself.</span><br />
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<span style="font-family: Arial; font-size: x-small;">Discussion (questions) centered around data warehouse, cloud computing, and generally "how are we doing in ITS?"</span><br />
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<span style="font-family: Arial; font-size: x-small;">Our overall message was: </span><br />
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<li><span style="font-family: Arial; font-size: x-small;">Data warehouse: we have created a white paper: "Grinnell College, Becoming a Data Driven Organization, Analytics and Decision Making". This paper will be presented to the President over the next week</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Cloud computing: a practical idea; the economics need to come down a bit; bandwidth costs in rural Iowa create unique transport challenges; some topics, like Google email need to be explored this FY</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Maturity is a process. It is about continuously moving the ball downfield</span></li>
<li><span style="font-family: Arial; font-size: x-small;">Grinnell looks like most all other colleges our size. They all face similar frustrations and similar growth topics. We don't own this space...</span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">The ITS team is competent, highly engaged, and cares greatly</span></li>
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<span style="font-family: Arial; font-size: x-small;">We have an engaged Board and engaged management team. They are top tier. They add perspective, direction, and leadership. We can be thankful for them. </span><br />
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<span style="font-family: Arial; font-size: large;"><strong>Ray</strong></span><br />
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Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-25033602805083398532012-10-12T15:40:00.002-07:002012-10-12T15:40:52.686-07:00Increasing Service Levels...now!!<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong><em>Increasing Service Levels</em></strong>....your #1 highlighted point on the ITS Satisfaction Survey.</span><br />
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<span style="font-family: Arial; font-size: x-small;">I found your write in comments informative, valuable, honest. They provide direction for us as we restructure.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Here is the layout of a few things that we have going in ITS to <em>Increase Service Levels</em>:</span><br />
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<li><span style="font-family: Arial; font-size: x-small;">Separation of Student Help Desk from Faculty/Staff Service Desk</span></li>
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<li><span style="font-family: Arial; font-size: x-small;">The Student Help Desk will remain where it is located and be staffed by students</span></li>
<li><span style="font-family: Arial; font-size: x-small;">The Faculty/Staff Service Desk will have two components:</span></li>
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<li><span style="font-family: Arial; font-size: x-small;">A <strong><em>front office team</em></strong> led by Linda Ludwig. The front office team will be comprised of individuals with excellent communications skills, excellent diagnostic skills, and a sense of urgency. The front office team will receive all tickets (a request for help, by you, to solve a technology problem) and calls...whether by Kbox, phone call, drop by, or carrier pigeon. The front office team will triage and get tickets to the right person. Tickets will be owned by a human being. Parameters will be set by the front office team regarding ticket severity. Severity levels will govern our resolution time, communications process, and start a timer for ticket escalation within the ITS management structure. Our objective in the Front Office team is to resolve 70% of our tickets on first touch. They will largely handle what we call Level 1 (L1) issues...issues of a less technical nature.</span></li>
<li><span style="font-family: Arial; font-size: x-small;">A <strong><em>back office team </em></strong>led by Alex Kaltsas. The back office team is the more technical component of the Faculty/Staff Service Desk. The back office team is our L2/L3 team. They will be responsible for account provisioning, hardware/software provisioning (ordering), license management, lab maintenance, and creating and deploying desktop images. The back office team will office in close proximity to the front office team in the South Lounge. </span></li>
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<li><span style="font-family: Arial; font-size: x-small;">New Service Desk Location, the South Lounge. The South Lounge will be the location of our Service Desk area. It will provide a work space that will allow for the consolidation of our service personnel who currently are scattered in The Forum. Consolidation will allow us to provide a highly collaborative approach to problem solving...resulting in better service to you. The layout will foster teamwork and provide a proximity to the Student Help Desk for the escalation of their issues. We plan an open house in early November after we move in to this space. </span></li>
<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">A new Service Desk Manager has been hired. John Hammond will be joining us later this month from the University of Iowa. John will report to me (Director of ITS) and have oversight over the Student Help Desk and the Faculty/Staff Service Desk. Student workers will report to John. </span></li>
<li><span style="font-family: Arial; font-size: x-small;">Kbox will be our main method for logging and tracking tickets. We need to log all tickets...track them to completion, determine who's queue is filling up, and determine service trends. Weekly, we will be creating reports...ticket aging...queues by ITS staff member...top ticket types...etc. Weekly, we will do root cause analysis; then, for our top five occurring incidents each week, we will create permanent fixes. Takes us out of the "whack-a-mole" business. </span></li>
<li><span style="font-family: Arial; font-size: x-small;">Karen and Alex have been going through old tickets for the past 2 weeks. The oldest ticket we have found that I am aware of is from February. Fortunately, February of <em>this</em> year. If that was yours, know that you hold the winning ticket...so far. What an honor...!!! So, we are following up on old tickets and resolving them! We will likely be doing a lot of apologizing over the next few weeks. Good news is we are making progress...good progress. I believe that all printer issues are resolved on campus. </span></li>
<li><span style="font-family: Arial; font-size: x-small;">We are going to prioritize a focus on serving people with disabilities...increasing service levels for those with access constraints. We have 25-40 students on campus with disabilities that need technology enablement. As I attended the Disabilities Committee meeting last week, I learned how much I personally need to mature my thinking about individuals with disabilities. My desire is that ITS be a leader in assisting our fellow students and workers who carry the daily disadvantage of access. I desire for us to be a department that cares for and responds to all members of our community.</span></li>
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">The backdrop of these changes is the ITS team. They are a great hearted group that care deeply, deeply, about service to you. They are our strength. What we need is process. That is what we are creating. Process will bring us an organized way of doing things that will bring us lift.</span><br />
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<span style="font-family: Arial; font-size: x-small;">I get a number of questions and comments concerning how to connect with us. I hear: "How do I use your team? I don't know who to call." Here is my answer...continue, for the moment, doing what you have always done. Call X-4901, or X-4400...or, put in a Kbox ticket. We will respond. Longer term...over the weeks...we will roll these changes out to you in an organized fashion. Our intent is to be largely operational in the new structure in early November. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">We'll keep you posted on progress. Thanks for stopping by...</span><br />
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<strong><span style="font-family: Arial; font-size: large;">Ray</span></strong><br />
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<span style="font-family: Arial; font-size: x-small;"></span>Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-55059527066587449092012-10-12T12:58:00.003-07:002012-10-12T12:58:34.961-07:00Restructuring, Refreshing, Revitalizing<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">We are in the process of restructuring, refreshing, and revitalizing ITS...all with the objective of bringing you better service and responding to the needs cited by you, as a community, in the recent ITS survey.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">The Moran Report highlighted many areas that required focus. Rather than try to accomplish "the world" and do little with many initiaties, we have taken on what we perceive to be the top three initiatives that will help the institution: </span><br />
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<li><span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><em>Increasing Service Levels</em></span></li>
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<li><span style="font-family: Arial; font-size: x-small;"><em>Resource Management</em></span></li>
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<li><span style="font-family: Arial; font-size: x-small;"><em>Project Governance</em></span></li>
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<span style="font-family: Arial; font-size: x-small;">We all have a sense of what "<em>Increasing Service Levels</em>" means. "<em>Resource Management</em>" and "<em>Project Governance</em>" may be terms that are a bit sketchier to many.</span><br />
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<span style="font-family: Arial; font-size: x-small;"><span style="font-family: Arial; font-size: x-small;"><em>Resource Management</em> involves how we use our resources within ITS. Within ITS our main resource (besides equipment) and most valuable asset is our people. I think of our ITS staff as a resource box. That box, for each person, contains 2080 hours per year (52 weeks x 40 hrs/wk). We have 28 boxes (28 staff members). The hours within the box are consumed by categories of activity (see chart below)...vacation/sick leave/training...maintenance (updating software release levels, applying fixes, etc. - like changing the oil in your car)...support (fixing items that are broken; responding to service calls)...tasks (under 40 hour pieces of work; we get 100's of these requests!!)...and projects (over 40 hour pieces of work). Tasks and projects are discretionary topics. We need to perform maintenance and support...and of course, take vacation!!...but what projects we take on and what tasks we take on is discretionary as an institution. My desire within ITS is to take on the tasks and projects that have the greatest value to the overall organization. It is not for ITS to define the projects of greatest value; that priority must come from outside of ITS. Setting the priority of projects, the ITS project agenda, is the subject of <em>Project Governance</em>.</span></span><br />
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<span style="font-family: Arial; font-size: x-small;"><em>Project Governance</em> will be accomplished by the ITAP (Information Technology Assessment and Planning) Committee. This committee is comprised of individuals from across the college...respresentatives from each of your functional units (see list of members, below). Through a structured process, this committee will bring projects forward for consideration; they will evaluate and prioritized the 68+ projects that we have queued up on campus. We can't do all things at once, but we can work through the institutional priorities in an organized, prioritized manner. That is what ITAP will help us with. ITAP is an extremely important committee to this institution; it sets our IT agenda. ITAP is advisory in nature...advisory to the Senior Staff, who will review the prioritized list of projects and authorize funding. ITAP will only work if all technology projects are reviewed through this mechanism...work arounds undermine the process and the team. Work arounds will get us back to the frustrating place that we are currently in. </span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"><strong>ITAP Committee Members</strong></span></div>
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;"></span><br />
<span style="font-size: x-small;"><span style="font-family: Arial, Helvetica, sans-serif;">Our first ITAP</span><span style="font-family: Arial, Helvetica, sans-serif;"> meeting <span style="font-family: Arial, Helvetica, sans-serif;">was held </span>a couple of weeks ago. The ITAP team is a great, great team. It is absolutely the right group for this type of work. Over the next few weeks we will be prioritizing the institution's projects. Make sure you are getting your project requests to your ITAP representative. We will be developing the ITS agenda.</span></span><br />
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<span style="font-family: Arial, Helvetica, sans-serif; font-size: x-small;">Where will all of this bring us?</span><br />
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<span style="font-family: Arial; font-size: x-small;">We will experience several major lifts! </span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">First, we will have a prioritized agenda for projects in the college. Today, we have 3-4X workload for our current resource capacity (for projects). Things don't get done. There aren't due dates. People in the institution are frustrated. This will change. Timeframe: it will likely take ITAP a couple of months to thoughtfully move through the project list.</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />
<span style="font-family: Arial; font-size: x-small;">Once we have a prioritized project list, we will forward load our resourcing plan within ITS...in a sense, pre-allocating our time. Projects will be estimated by skill type and thoughtfully managed. We will all have a proper sense of expectation, and ITS will deliver. "Outlyer projects" will be easily managed. We will be in a position as an institution to determine what projects we want to take out of the box to put the outlyer in...or, determine exactly what incremental resources are needed to accomodate new initiatives or outlyers. Simple. Straight forward. Highly manageable. Communicative. We will get a lift.</span><br />
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<span style="font-size: x-small;"><span style="font-family: Arial, Helvetica, sans-serif;">I am very excited about where all of this will take us. I love working with this community. You are a highly competent, good hearted group. I'm grateful to be here. </span></span><br />
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<span style="font-size: x-small;"><span style="font-family: Arial, Helvetica, sans-serif;">The</span><span style="font-family: Arial, Helvetica, sans-serif;"> subject of my next post will highlight the changes we are making in the Service organization. </span></span><br />
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<span style="font-family: Arial; font-size: x-small;">Consider subscribing to this blog to get email notifications of new posts. Consider forwarding this link to others, if you find value in these communications. </span><br />
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<span style="font-family: Arial; font-size: large;">Ray</span><br />
<span style="font-family: Arial; font-size: x-small;"></span><br />Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0tag:blogger.com,1999:blog-7741452034759580449.post-7045818374161316402012-10-10T19:50:00.000-07:002012-10-10T19:50:38.107-07:00ITS Survey Results<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">I am really grateful for your response to the recent ITS survey…282 responses! That is
incredible. You gave us highly valuable
input...input that is serving to create positive changes in our support organization.</span><br />
<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"></span><br />
<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Here is a snapshot of the survey results:</span><br />
<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"></span><br />
<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Responses by Division:</span><br />
<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"></span><br />
<span style="font-family: "Calibri","sans-serif"; font-size: 11pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><table border="0" cellpadding="0" cellspacing="0" style="border-collapse: collapse; width: 411px;">
<colgroup><col style="mso-width-alt: 7314; mso-width-source: userset; width: 150pt;" width="200"></col>
<col style="mso-width-alt: 3803; mso-width-source: userset; width: 78pt;" width="104"></col>
<col style="mso-width-alt: 3913; mso-width-source: userset; width: 80pt;" width="107"></col>
<tbody>
<tr height="17" style="height: 12.75pt;">
<td class="xl65" height="17" style="background-color: transparent; border-color: black windowtext windowtext black; border-style: solid none none solid; border-width: 0.5pt 0px 0px 0.5pt; height: 12.75pt; width: 150pt;" width="200"><span style="font-family: Arial; font-size: x-small;"> </span></td>
<td class="xl74" style="background-color: transparent; border-color: black windowtext windowtext black; border-style: solid none none solid; border-width: 0.5pt 0px 0px 0.5pt; width: 78pt;" width="104"><span style="font-family: Arial; font-size: x-small;">Averages</span></td>
<td class="xl69" style="background-color: transparent; border-color: black black windowtext windowtext; border-style: solid solid none none; border-width: 0.5pt 0.5pt 0px 0px; width: 80pt;" width="107"><span style="font-family: Arial; font-size: x-small;"> </span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl65" height="17" style="background-color: transparent; border-color: black windowtext windowtext black; border-style: solid none none solid; border-width: 0.5pt 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Division</span></td>
<td class="xl75" style="background-color: transparent; border-color: black black windowtext; border-style: solid solid none; border-width: 0.5pt 0.5pt 0px;"><span style="font-family: Arial; font-size: x-small;">Count of Division</span></td>
<td class="xl70" style="background-color: transparent; border-color: black black windowtext windowtext; border-style: solid solid none none; border-width: 0.5pt 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">Satisfaction/Dept</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl65" height="17" style="background-color: transparent; border-color: black windowtext windowtext black; border-style: solid none none solid; border-width: 0.5pt 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Academic Affairs</span></td>
<td class="xl76" style="background-color: transparent; border-color: black black windowtext; border-style: solid solid none; border-width: 0.5pt 0.5pt 0px;"><span style="font-family: Arial; font-size: x-small;">56</span></td>
<td class="xl71" style="background-color: transparent; border-color: black black windowtext windowtext; border-style: solid solid none none; border-width: 0.5pt 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.50</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Admission and Financial Aid</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">15</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.33</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">College Services</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">37</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">4.14</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Communications</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">7</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">2.71</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Development & Alumni
Relations</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">16</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.75</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">FACULTY</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">102</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.16</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Finance</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">13</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">4.45</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">President</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">10</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">2.70</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Student Affairs</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">24</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">4.09</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Treasurer</span></td>
<td class="xl77" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">2</span></td>
<td class="xl72" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">4.50</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl67" height="17" style="background-color: transparent; border-color: black windowtext black black; border-style: solid none solid solid; border-width: 0.5pt 0px 0.5pt 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Grand Total</span></td>
<td class="xl78" style="background-color: transparent; border: 0.5pt solid black;"><span style="font-family: Arial; font-size: x-small;">282</span></td>
<td class="xl73" style="background-color: transparent; border-color: black black black windowtext; border-style: solid solid solid none; border-width: 0.5pt 0.5pt 0.5pt 0px;"><span style="font-family: Arial; font-size: x-small;">3.51</span></td>
</tr>
</tbody></colgroup></table>
<br />
<br />
Responses by Job Title:<br />
<br />
<table border="0" cellpadding="0" cellspacing="0" style="border-collapse: collapse; width: 411px;">
<colgroup><col style="mso-width-alt: 7314; mso-width-source: userset; width: 150pt;" width="200"></col>
<col style="mso-width-alt: 3803; mso-width-source: userset; width: 78pt;" width="104"></col>
<col style="mso-width-alt: 3913; mso-width-source: userset; width: 80pt;" width="107"></col>
<tbody>
<tr height="17" style="height: 12.75pt;">
<td class="xl65" height="17" style="background-color: transparent; border-color: black windowtext windowtext black; border-style: solid none none solid; border-width: 0.5pt 0px 0px 0.5pt; height: 12.75pt; width: 150pt;" width="200"><span style="font-family: Arial; font-size: x-small;"> </span></td>
<td class="xl77" style="background-color: transparent; border-color: black windowtext windowtext black; border-style: solid none none solid; border-width: 0.5pt 0px 0px 0.5pt; width: 78pt;" width="104"><span style="font-family: Arial; font-size: x-small;">Averages</span></td>
<td class="xl72" style="background-color: transparent; border-color: black black windowtext windowtext; border-style: solid solid none none; border-width: 0.5pt 0.5pt 0px 0px; width: 80pt;" width="107"><span style="font-family: Arial; font-size: x-small;"> </span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl67" height="17" style="background-color: transparent; border-color: black windowtext black black; border-style: solid none solid solid; border-width: 0.5pt 0px 0.5pt 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Title</span></td>
<td class="xl80" style="background-color: transparent; border: 0.5pt solid black;"><span style="font-family: Arial; font-size: x-small;">Count of Title</span></td>
<td class="xl78" style="background-color: transparent; border-color: black black black windowtext; border-style: solid solid solid none; border-width: 0.5pt 0.5pt 0.5pt 0px;"><span style="font-family: Arial; font-size: x-small;">Satisfaction/Dept</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Assistant Director</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">15</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.40</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Associate Director</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">7</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.71</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Director</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">13</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.62</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Faculty</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">102</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.16</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Manager</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">2</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">5.00</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Professional Staff</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">52</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.60</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Support Staff</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">79</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.85</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl66" height="17" style="background-color: transparent; border-color: windowtext windowtext windowtext black; border-style: none none none solid; border-width: 0px 0px 0px 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">VP</span></td>
<td class="xl79" style="background-color: transparent; border-color: windowtext black; border-style: none solid; border-width: 0px 0.5pt;"><span style="font-family: Arial; font-size: x-small;">6</span></td>
<td class="xl73" style="background-color: transparent; border-color: windowtext black windowtext windowtext; border-style: none solid none none; border-width: 0px 0.5pt 0px 0px;"><span style="font-family: Arial; font-size: x-small;">3.33</span></td>
</tr>
<tr height="17" style="height: 12.75pt;">
<td class="xl67" height="17" style="background-color: transparent; border-color: black windowtext black black; border-style: solid none solid solid; border-width: 0.5pt 0px 0.5pt 0.5pt; height: 12.75pt;"><span style="font-family: Arial; font-size: x-small;">Grand Total</span></td>
<td class="xl80" style="background-color: transparent; border: 0.5pt solid black;"><span style="font-family: Arial; font-size: x-small;">282</span></td>
<td class="xl74" style="background-color: transparent; border-color: black black black windowtext; border-style: solid solid solid none; border-width: 0.5pt 0.5pt 0.5pt 0px;"><span style="font-family: Arial; font-size: x-small;">3.51</span></td>
</tr>
</tbody></colgroup></table>
<br />
<br />
Overall, what were my impressions of the survey results?<br />
<br />
First of all, I was amazed by the number of people that responded. It was really encouraging to see how much people care about IT and how willing we are as a community to provide our input. Thank you.<br />
<br />
Secondly, I was surprised by the relatively high overall satisfaction score (3.51/5.0). While the score was higher than I expected, there are clearly some deeply seated satisfaction issues. The write-in's clearly called them out. Our satisfaction with ITS services <em>needs</em> to improve. It will. Overall, my target is probably in the 4.2 range. With a highly varied constituency, achieving a 5.0 is unrealistic. Also noteworthy is the spread of satisfaction between departments. Pretty varied. That's OK; it provides us target information of where we have extra work to do. <br />
<br />
I found the write-ins to carry a consistent theme. The focus was on support operations. Slow response time, poor communications, and "the black hole" were dominant comments. What we expected...but the write-ins directed clarity to the topics that we are focusing on. Highly valuable. <br />
<br />
Regarding survey format, I should comment that the survey results are presented anonymously. I think that this format allowed us as a community to speak freely and openly. I greatly appreciate that. It gives us the input that we need.<br />
<br />
Where do we go from here?<br />
<br />
The ITS Satisfaction Survey provides us a set of baseline measurements that we can work from. My desire is to garner a quantitative sense (the numerical scores) of where we are satisfaction wise as a community, yet harvest your free form feedback (write-in's). As we adjust the dials of the ITS Service dashboard, we will remeasure to see if the needle is moving in the direction that we intend for it to move. We'll take a relook later this academic year. <br />
<br />
We are in the midst of some pretty significant changes in ITS. We are adding process, accountability, cultural changes, and some organizational changes...all intended to provide you with the service levels that you desire. These changes are largely behind the curtain to you at this point, but you will see the results in the very near term. These changes will be the subject of my next post.<br />
<br />
Subscribe to this blog...we will try to use this as a communication vehicle to keep you updated.<br />
<br />
<br />
<strong><span style="font-size: large;">Ray</span></strong><br />
<br />
<br /></span>Ray Kuntzhttp://www.blogger.com/profile/09728911932095791103noreply@blogger.com0