SIGUCCS October 14th–19th, 2012 Management Symposium 2012 Service & Support Conference MEMPHIS
: All_Shook_ Up!
3 TABLE OF CONTENTS Welcome
Welcome from the Conference Chair...... 4 Conference Committee Volunteers...... 5 SIGUCCS Chair Welcome...... 6 Board of Directors...... 6
Awards and Thanks
Penny Crane Award for Distinguished Service...... 7 Communication Awards...... 8
Management Symposium
Management Symposium Welcome...... 10 Management Keynote Speaker...... 11 Symposium Schedule...... 12 Symposium Abstracts...... 15
SIGUCCS 2013 – Chicago...... 23 Special Thanks to Contributors...... 24 SIGUCCS 50th Anniversary...... 25 SIGUCCS Social Media...... 26
Service & Support Conference
Service & Support Conference Welcome...... 27 Service & Support Keynote Speakers...... 28 Service & Support Conference Schedule...... 29 Service & Support Abstracts...... 36 Resnet Student Technology Conference 2013...... 54
Resources
Notes...... 55 4 CONFERENCE CHAIR WELCOME
With great pleasure conference. In addition, we applaud the entire chorus I welcome you to of volunteers. Your orchestrated effort from June 2011 the 40th annual to now has brought this conference to life. ACM SIGUCCS 2012 Management And thanks to you, the people of SIGUCCS. We hope Symposium and that you will find this program interesting, inspiring, Service & Support and thought-provoking, and that the conference will Conference. Theprovide you with a valuable opportunity to share ideas theme of this year’s with other professionals in university IT management conference, “IT: All and support. We hope you learn, make and renew Shook Up,” brings to friendships, enhance your careers, and enjoy. mind myriad images. The very words in this Carol Rhodes two-part title form a SIGUCCS 2012 Conference Chair J contradiction in terms. Carol Rhodes On either side of the Conference Chair punctuation mark, we hear the contrast of hot-blooded mid-50’s musical Americana with the sound of cold metallic gadgets transferring bits of virtual information. A long gaze from vinyl media to social media tells us just how far we’ve come in the last half-century. Our worlds are constantly being upended by changes - in educational practices, innovations, and budgetary pressures. We are indeed IT, all shook up.
Following this theme, it’s hard to be in Memphis and not think about the rich musical history and the innovations that are centered in this diverse Mississippi river town. It’s the home of jazz, blues, soul, and of big changes in the way we do business. Thus, it’s a fine place for us to convene to talk about soul, innovations, and IT. As you share and commiserate with your colleagues, remember that YOU are the visionary leaders. You have made this happen. And like making music, remember that improvisation is important, and also that riffing with the happening sound may be the best kind of leadership.
Putting together the SIGUCCS 2012 Conference was a team effort. I want to extend special thanks to the SIGUCCS planning team, who worked very hard for more than a year to make this happen. Thanks to all the presenters, who are providing the rich content of this 5 CONFERENCE COMMITTEE
Conference Chair Publicity Instructional Support Track CAROL RHODES GAIL RANKIN TREVOR MURPHY Indiana University Salem State University Williams College CINDY GUERRAZZI Conference Treasurer Registration University of Delaware ALLAN CHEN MELISSA BAUER SUSAN KERR Menlo College Baldwin Wallace University Georgia Gwinnett College
Management Symposium Session Chair Coordinator Training Track Program Chair LEILA SHAHBENDER JANICE TULLOSS GALE FRITSCHE Princeton University University of Northern Carolina at Greensboro Lehigh University KATHY FLETCHER Social Networking Coordinator West Virginia University Service & Support Conference Program LAURIE FOX LISA BROWN Chairs State University of New York at Geneseo University of Rochester CINDY STEWART University of Alberta, Canada Vendor Chair Management Track GORDANA BROUILETTE SCOTT TRIMMER CAROL SOBCZAK University of Alberta, Canada The University of Findlay University of Maine ROBERT HARING-SMITH Conference Liaison Webmaster West Virginia University PARRISH NNAMBI JIM YUCHA KATHY KRAL University of California, San Diego Virginia Commonwealth University of West Georgia University Birds of a Feather Posters Track DAVID WEISS Workshops Chair KELLY HUGHES Nazareth College BETH RUGG Lander University Ithaca College LAURIE FOX Communication Awards State University of New York at Geneseo TREVOR MURPHY Service & Support Conference Photography SCOTT SALUGA Williams College Chair Oberlin College KARL OWENS Evaluations University of Oregon Management Symposium JANICE TULLOSS Leadership, Partnerships, and Professional The University of North Carolina at Greensboro Volunteer Coordinator Development Track BETH RUGG CINDY DOOLING First-Timers Coordinator Ithaca College Pima County Community College KENIESHA ETHERIDGE The Citadel Customer Support Track Management Symposium LAURIE FOX Resource Planning and Fiscal Management Local Arrangements State University of New York at Geneseo Track ANN HARBOR JEAN TAGLIAMONTE TIM FOLEY University of Memphis Vassar College Lehigh University ROBERT JACKSON BEN ARNOLD University of Memphis University of Northern Iowa Management Symposium KRISTEN DIETIKER Technology Management Track Poster Session Coordinator University of Washington JENNIFER STEWART KELLY HUGHES Pennsylvania State University Lander University Technology Track VIJAY ANAND Publications Southeast Missouri State JACQUELYNN HONGOSH University Oberlin College MICHAEL COOPER West Virginia University BLAKE ADAMS University of West Georgia KEN GILLILAND University of Western Ontario 6 SIGUCCS CHAIR WELCOME Welcome! On behalf of the SIGUCCS Executive But what I love most about SIGUCCS are the people— Committee, I want to thank Carol Rhodes and her peers, colleagues, friends and partners in crime, I have committee for their tireless work to shake us all up, met them all during my years in SIGUCCS. SIGUCCS and keep us thinking and discussing the changes that members are a passionate group who want to share are happening in higher education IT organizations. their ideas, learn new skills and develop a community dedicated to supporting each other in our professional SIGUCCS is one of ACM’s 37 special interest groups. endeavors. Please continue to contribute your ideas Our annual conference is one of the foremost and experience to the SIGUCCS listservs and consider professional development opportunities for IT becoming more involved by volunteering for a future professionals in higher education. Beyond the annual SIGUCCS conference. We need you in order to keep conference, SIGUCCS also offers webinars, an online SIGUCCS alive and well! LinkedIn community, a member newsletter and we are proud to announce at this conference a new mentoring While you are in Memphis, surrounded by the beautiful opportunity. I encourage you all to maintain your noise from Beale Street, networking and learning, SIGUCCS membership and take advantage of the remember to have some fun! I highly recommend the year-round benefits of SIGUCCS! barbeque—it is delicious! And hopefully you will have a chance to make a pilgrimage to Graceland, home of The SIGUCCS Executive Committee, elected every the King. And when you go home, be sure to take some three years to guide SIGUCCS’ efforts, is continually of the ideas that you learn in Memphis back to your exploring ways that we can help our membership to institution to continue shaking things up. continue to grow in their profession. Please talk with any of us to give your ideas of how you’d like to see the Kelly Wainwright SIGUCCS organization progress. SIGUCCS Chair J 2012 BOARD OF DIRECTORS Chair Past Chair KELLY WAINWRIGHT BOB HARING-SMITH Lewis and Clark College West Virginia University
Vice Chair and Conference Liaison Communications Award Chair PARRISH NNAMBI TREVOR MURPHY University of California, San Diego Williams College
Secretary Marketing Chair KAREN MCRITCHIE NANCY BAUER Grinnell College Ross University
Treasurer Professional Development Chair MELISSA BAUER BETH RUGG Baldwin Wallace University Ithaca College
Information Director Awards Selection Committee Chair MAT FELTHOUSEN ROBERT PATERSON University of Rochester Molloy College 7 PENNY CRANE AWARD
8 COMMUNICATION AWARDS
1a. Computing Services Public Website TEAM Melanie Cooley, Jennifer Doll, Best of Category Catherine Zavala, Ryan Straight, Texas A&M University Suzanne Zimbardo, Steve Singkofer, Texas A&M Information Technology 2011 Annual and Yvette Lizarraga Hernandez. Report: Connecting With Our Customers SITE http://uits.arizona.edu/workshops/workshop detail?view=190 TEAM Allison Oslund, Gaurav Mandan, Xavier Porter, Laura Root, and Ethel Vaught. 3c. Electronic How-To Guides (collection) SITE http://it.tamu.edu/annualreport/ Best of Category University of Colorado Boulder 1b. Computing Services Mobile Website Desire2Learn - Instructor Tutorials Best of Category Texas A&M University TEAM Paul Myers and Robert Schwander. Go Mobile: Texas A&M University’s Mobile Strategy SITE http://oit.colorado.edu/d2l/help/instructors Website 3d. Instructional Classroom Materials TEAM Allison Oslund, Gaurav Mandan, Best of Category Xavier Porter, Chris Siems, and Ethel Vaught. Virginia Commonwealth University SITE http://gomobile.tamu.edu/ appsforVCU User Guide
2a. Printed Computing Newsletter TEAM Gary Garbett, Sheila Chandler, Marie Scott, Best of Category Scott Davis, Sam Kennedy, and Hope Adams. Texas A&M University SITE http://wp.vcu.edu/wereit/instructional- PossibilITies - Let’s Get Physical classroom-materials/
TEAM Allison Oslund, Michelle Osterholm, 4a. Printed Quick Reference Guides Laura Root, and Ethel Vaught. Best of Category SITE http://it.tamu.edu/files/possibilities_ Texas A&M University newsletter_fall2011.pdf Campus Connectivity: Residents’ Flyer
2b. Electronic Computing Newsletter TEAM Lacey Baze, Allison Oslund, No Awards Michelle Osterholm, and Laura Root. SITE http://it.tamu.edu/files/CampusConnectivity 3a. Printed How-To Guides .pdf Best of Category University of Colorado Boulder 5a. General Service Promotional Materials Desire2Learn Grade Book Best of Category Virginia Commonwealth University TEAM Paul Myers and Robert Schwander. VCU Wireless Connectivity SITE http://oit.colorado.edu/sites/default/files/ D2L-Grade%20Book.pdf TEAM Gary Garbett, Kush Patel, Sam Kennedy, and Hope Adams. 3b. Electronic How-To Guides (individual) SITE http://wp.vcu.edu/wereit/general-service- Best of Category promotional-materials/ University of Arizona Working with Dashboards Prezi 9
Award of Excellence University of Colorado Boulder University of Arizona Mary Rippon: Time Traveler Appointed Professionals Brochure TEAM Micah Mador.
TEAM Kay Stevens Beasock, Lisa Stage, SITE http://youtu.be/8veZTZQqpWg Richard Holland, Deborah Andrysiak, and Alexander Ganz. Award of Excellence SITE http://uits.arizona.edu/sites/default/files/ Williams College faculty-staff-brochure-web_0.pdf Zombies and Identity Thieves
5b. General Service Campaign Materials TEAM Peter De Riemer, Tamra Hjermstad, Best of Category and Criss Laidlaw. University of Arizona SITE http://oit.williams.edu/feature/zombies- University of Arizona Research Computing and-identity-thieves/ Campaign Award of Excellence TEAM Kay Stevens Beasock, Lisa Stage, University of Rochester Richard Holland, Deborah Andrysiak, Phishing Bells Alexander Ganz, and Patti Van Leer. SITES http://uits.arizona.edu/sites/default/files TEAM Will Graver, Shelly Rogers, Galen Dole, UAResarchComputing2012.pdf Brenda Wideman, Mike Jones, http://uits.arizona.edu/sites/default/files/ Nicole Tischenko, and Sara May. RC-trifold.pdf SITE http://youtu.be/Kf79GVnKdKM http://uits.arizona.edu/sites/default/files/ RC-sneakpeek-3D-invite.pdf 5e. Long Promotional Video/Audio http://uits.arizona.edu/sites/default/files/ Best of Category RC-grand-opening-invite.pdf Williams College Welcome to OIT! Award of Excellence University of Colorado Boulder TEAM Dhyan Adler-Belendez, Sharron Macklin, Digital Victims Postcards and Dinny Taylor. SITE http://oit.williams.edu/about/ TEAM Greg Stauffer, David Underwood, Tim Riggs, and Donna Pattee. Award of Excellence
SITE http://oit.colorado.edu/sites/default/files/ University of Arizona postcard_compilation2.pdf Kuali / UAccess Video
5c. Student Created Promotional TEAM Kay Stevens Beasock, Alexander Ganz, Materials Lisa Stage, and Deborah Andrysiak. Best of Category SITE http://vimeo.com/39055810 West Virginia University Invitation 6a. Software Distribution Physical Media TEAM Jenn Buch, Robert Meyers, Eve Faulkes, and No Awards Chet Cook. 6b. Software Distribution Electronic 5d. Short Promotional Video/Audio Media Best of Category No Awards 10 MANAGEMENT SYMPOSIUM WELCOME Welcome to Memphis, have an impact on higher education. Each table Tennessee for the 40th will have a moderator who will guide you through a Annual SIGUCCS discussion with your peers about problems, successes Management and failures relating to the table topic. On Wednesday, Symposium. As the Management Symposium will transition to the many of you know, Service and Support Conference with a Joint Plenary this is the second delivered by Jim Sevier from Convergence Readiness year of the combined Incorporated. SIGUCCS conference. The ManagementI would like to extend a special thanks to the Symposium was Management Symposium Program Committee: Cindy typically held in Dooling of Pima Community College, Jenn Stewart of the spring and the Pennsylvania State University and Tim Foley of Lehigh Service and Support University for their hard work and commitment to conference in the the development of an outstanding program. We feel Gale Fritsche fall. Last year’s first the diversity of the topics, keynotes, and BOFs as Management Symposium Chair combined conference well as the networking opportunities available at the (in San Diego) was a huge success and really set the Management Symposium, will interest and excite you. bar high for future conference committees. This So plan on becoming engaged, involved and informed year, we promise you a great experience at both the as you participate in the 40th Annual SIGUCCS Management Symposium and the Service and Support Management Symposium. conference and feel confident you will come away with many new ideas, solid networking opportunities as Gale Fritsche well as an overall good time. Management Symposium Program Chair J
We have an excellent program in store for you. Sue Workman, Associate Vice President for Client Services and Support at Indiana University will open the Symposium (Monday) by discussing a topic that is a daily struggle for most of us – implementing change through the effective collaboration of groups within higher education. The opening keynote will transition into break-out sessions that are made up of three tracks: Leadership, Partnerships and Professional Development; Resource Planning and Fiscal Management; and Technology Management. The break-out sessions in the Management Symposium are designed to be facilitated discussions where the presenter will introduce an idea or topic and leave a significant amount of time for discussion with/among the audience. Similar to last year, on Tuesday, the program committee will be leading a plenary session entitled “Current Topics Exchange” where attendees will have the opportunity to move from table to table (every 20 minutes) to discuss popular IT topics that 11 MANAGEMENT KEYNOTE Sue Workman is the Associate including enterprise partnerships with Dell, Microsoft, Vice President for Client Symantec, Apple, Adobe and others, and as a result, Services and Support at Indiana saving the University millions of dollars. She is one of University. Workman provides the leading experts in knowledge management and University-wide leadership self-service support. She has industry experience, for the development and including experience as a systems engineer at Hewlett- management of resources to Packard and as manager of technology operations enhance the use of information for Automated Technology Associates (ATA) in technology in teaching and Indianapolis. learning and improve the support of technology used by Workman has a Bachelor of Science degree in all members of the Indiana University community, and Mathematics and Computer Technology from the sets the vision for deployment of client virtualization University of Indianapolis. Workman is a member model for the institution. She also provides vision of the board of TechPoint, a non-profit organization for the development and adaptation of IT services to that represents Indiana’s technology community, meet changing needs of faculty, students, and staff the AT&T Higher Education Advisory Council, the and establishes external relationships and negotiates BMC Software Advisory Board, the EDUCAUSE 2012 contracts for enterprise license agreements. Workman Program Committee, and the EDUCAUSE Core Data has a significant record of accomplishment in working Survey Planning Committee. She is the mother of two with university partners to negotiate agreements young adults, and grandmother of one. She enjoys and partnerships on behalf of Indiana University, gardening, boating, jogging, and has just taken up golf. 12 SYMPOSIUM SCHEDULE SUNDAY, OCTOBER 14
4:00 PM–6:00 PM Registration East Mezzanine
The University of Memphis 6:00 PM–7:00 PM Reception School of Law
9:00 PM–Midnight Hospitality Suite Forest MONDAY, OCTOBER 15
7:30AM–5:00 PM Registration East Mezzanine
7:30 AM–8:30 AM Executive Seminar Breakfast Jackson
Implementing an Institutional Change Initiative .... 8:30 AM–12:00 PM Fast.... While Doing Our Day Jobs On A Budget Lansdowne Executive Seminar Dr. Teresa Hartnett, Dr. Tom Nenon, Ellen Watson, Mr. Dan Feely, Mr. Len Green
From Us vs. Them to We: Collaborating for Change 1:00 PM–3:00 PM Sue Workman Continental Ballroom Opening Plenary Associate Vice President, Indiana University
3:00 PM–3:30 PM Beverage Break Venetian
Leadership 3:30 PM–5:00 PM Issues When Managing a Cross-Organization Project Grand Salon A Management Sessions Richard Nelson
Technology Resetting your Web and Mobile support strategy: Shift- Grand Salon B ing the development and support paradigm Bobby Siegfried
Planning Got the Blues? Issues That Keep Us Up All Night Grand Salon C Ann Harbor, Robert Jackson, Robert Johnson
5:00 PM–6:00 PM Birds of a Feather Sessions Grand Salon A/B/C
9:00 PM–Midnight Hospitality Suite Forest TUESDAY, OCTOBER 16
7:30 AM–7:00 PM Registration East Mezzanine 13 SYMPOSIUM SCHEDULE
TUESDAY, OCTOBER 16
7:30 AM–8:30 AM Breakfast Forest
Speakers’ Breakfast (by invitation) Louis XVI
Leadership 8:30 AM–10:00 AM IT Leadership in the Coming Zombie Apocalypse Grand Salon A Management Sessions Allan Chen, Ben Arnold
Technology Green computing on campus: Best practices and good Grand Salon B models Stacey Kimmel-Smith, Stephen Lewis
Planning Software Licensing - How good is your SAM and are you Grand Salon C prepared for a Software Audit? Michael Cooper
10:00 AM–10:30 AM Beverage Break Continental Ballroom
10:30 AM–12:00 PM Current Topics Exchange Continental Ballroom Management Sessions
12:00 PM–1:30 PM Luncheon for Management Symposium Hernando Desoto
Leadership 1:30 PM–3:00 PM Embracing the Constant of Change Grand Salon A Management Sessions Kathy Kral, Blake Adams
Technology Cars, Elephants and Geeks: Leading to Innovate and Change Grand Salon B Gale Fritsche, Tim Foley, Jennifer Stewart, Cindy Dooling
Planning Prioritizing IT Projects through an Inclusive IT Governance Process Using Available Input to Help Grand Salon C Make Difficult Prioritization Decisions Stephen Vieira
3:00 PM–3:30 PM Beverage Break Continental
Leadership 3:30 PM–5:00 PM Continuous Improvement: Turning Sticky Notes into Grand Salon A Management Sessions Teamwork and Quality Assurance Ashley Weese 14 SYMPOSIUM SCHEDULE
TUESDAY, OCTOBER 16
Technology 3:30 PM–5:00 PM The Role of Mobile Devices in Teaching and Learning Grand Salon B Management Sessions Kelly Wainwright
Planning Employee Engagement - Realigning Our Organization Grand Salon C Clare Vozza, Roy Hart
5:00 PM–6:00 PM Birds of a Feather Sessions Grand Salon A/B/C
7:00 PM–9:00 PM Reception Continental Ballroom
9:00 PM–Midnight Hospitality Suite Venetian
WEDNESDAY, OCTOBER 17
7:30 AM–7:00 PM Registration East Mezzanine
7:30 AM–8:30 AM Breakfast Continental Ballroom
8:00 AM–10:00 AM Open Board Meeting Galaxie
Leadership IT Leadership Problems Solved: From Fostering a 8:30 AM–10:00 AM Healthy Organizational Culture to Successful Strategic Grand Salon C Management Sessions Planning Sandra Bury
Technology Shaking Things Up for (the) Good: How Consumeriza- tion, Commoditization, and BYOD are Changing the Grand Salon D Role of IT Services on Campus Kristen Dietiker
Planning Accessing IT Service Quality using SERVQUAL for Grand Salon E Planning and Iterative Improvement Janice El-Bayoumi
10:00 AM–10:30 AM Beverage Break Continental Ballroom
The Future of Social Media in Education 10:30 AM–Noon James R. Sevier Grand Salon A/B Joint Plenary Founder and CEO, Convergence Readiness Inc. 15 SYMPOSIUM ABSTRACTS Issues When Effective project management is known have the same technical knowledge Managing a to increase the probability that projects or background of those doing the Cross- will be completed on time, within budget work. Some technicians resent non- and will produce the desired outcome. technical oversight of their work. Organization Even if all of these goals are not met, 2. In many institutions, complex projects Project project management techniques can (such as ERP conversions) are few and identify when additional resources need far between. Programmers, analysts Richard Nelson to be brought to bear, minimize “scope and system managers are not used to The Citadel creep” and keep the stakeholders apprised having to working in large teams. of changed project timelines. Even the 3. Some people are unwilling to delegate simplest of projects can benefit from tasks to others not within their span project management when participants of control. belong to different organizational4. Organizational culture does not foster units within an enterprise. If project cooperation between divisions. management is so effective, why is there so much resistance? Participants will have the opportunity to expand this list and talk about how they Here are a few of the reasons: were able to mitigate some of these factors 1. Project Managers do not necessarily in their own organization. J
MONDAY • 3:30 PM–5:00 PM • GRAND SALON A
Resetting your In 2011, mobile devices outsold PC Web strategy is the implementation of a Web and Mobile devices by over 50 million units. Based on completely re-envisioned development support strategy: this (and other related) data, it has been process driven by a “mobile-first” predicted by prominent organizations approach. In addition to current critical Shifting the such as Morgan Stanley and Gartner considerations including code standards development that access to the Internet via mobile and full compliance with accessibility and support devices will surpass access via PC devices standards, mobile devices must be paradigm within the next few years. Even more treated as a primary point of access. This impressive is the steadily-growing group requires evaluating many, if not all, of Bobby Siegfried of users who use mobile devices as their the current processes in place at your Lehigh University primary access to the Internet — many institution governing Web development who almost never access it using a PC. including, but not limited to, making Given these realities, think about the Web critical and strategic decisions regarding presence at your institution/department. the importance and conciseness of Do your sites treat mobile users as a content based on what your users want; primary audience or an afterthought? developing the mobile experience first If your sites are developed according to and then adding enhanced functionality the traditional process, then chances are for the desktop experience; and adjusting your ‘mobile-friendly’ pages are likely an the workflow to allow more time for afterthought. Going forward, however, planning and determining a project’s one of the hallmarks of a successful honest scope. J
MONDAY • 3:30 PM–5:00 PM • GRAND SALON B 16 SYMPOSIUM ABSTRACTS Got the Blues? Got the Blues? In a Funk? It often seems Issues That Keep that IT leaders just can’t get a break. We Us Up All Night institute standards to provide the best possible customer service, but survey data continue to reflect our clients’ desire Ann Harbor for more, better, faster, and specialized Robert Jackson technologies to serve their needs. Let’s The University of talk. This session will be an information Memphis sharing opportunity to learn how others are addressing common issues, Robert Johnson particularly strategies to best meet Rhodes College institutional needs and expectations. Is your IT organization optimally structured? Does the service model need to change? Is IT leading change initiatives or reacting to them? How many clouds do we really want to be in? J
MONDAY • 3:30 PM–5:00 PM • GRAND SALON C
Green computing Lehigh University is not quite at the on campus: Best forefront of the green initiative, but practices and in the last five years we have made progress. Our Library and Technology good models Services division has participated in a campus-wide sustainability initiative, Stacey Kimmel- with representatives on waste, water, Smith community, energy, and other groups who Stephen Lewis are working to prepare a comprehensive Lehigh University plan for the university. We have partnered with our sustainability coordinator to form a green team, to hold a dumpster dive/waste audit of the university’s main facilities, and to identify priorities for our division. Two success stories include our computing procurement and disposal policies. This session will highlight some of our activities and we hope to engage participants in a discussion of the best practices, the pitfalls, and possibilities for sustainable computing. J
TUESDAY • 8:30 AM–10:00 AM • GRAND SALON B 17 SYMPOSIUM ABSTRACTS Software Software asset management (SAM)deployment and expiration which allows Licensing: is the process of managing and you to function ethically and within How good is your optimizing the purchase, deployment, software compliance regulations. This maintenance, utilization, and disposal of can be important for eliminating legal SAM and are you software applications. The Information costs associated with license agreement prepared for a Technology Infrastructure Library (ITIL) violations. Your SAM strategy is critical software audit? defines SAM as “...all of the infrastructure for risk management. Are you ready for a and processes necessary for the effective software audit? J Michael Cooper management, control and protection of West Virginia the software assets...throughout all stages University of their lifecycle.” The goals of SAM are to reduce costs and limit risk related to the ownership and use of software, while maximizing responsiveness and productivity. SAM is particularly important for redistribution of licenses and managing legal risks associated with software ownership and expiration. SAM technologies help you track license
TUESDAY • 8:30 AM–10:00 AM • GRAND SALON C
IT Leadership in As demonstrated in the ongoing mistakes in choosing technology that the Coming documentary miniseries The Walking can lead to downfall (and then unsightly Zombie Dead, the zombie apocalypse is real. More reanimation). This presentation seeks importantly, all documented evidence to identify team needs to respond to Apocalypse and first-person recounts indicatethe coming apocalypse, best practices that, as initial hysteria recedes, those for putting the right people in the right Allan Chen remaining humans who can form a stable places, and how best to understand the Menlo College infrastructure—technical and personal— realities of such an operation. Finally, we are the ones most likely to survive. put these strategies to the test by creating Ben Arnold This requires foresight, leadership,an actual tactical implementation of University of management, and wise decisions based developing the tools needed for survival. Northern Iowa upon circumstances that are wildly Note that while this presentation is geared different from those we face today. This towards the coming rise of the dead, it presentation will examine a number of of course consequently touches upon strategic approaches to dealing with the disaster planning and leadership and rise of the undead “walkers,” and how management during times of crisis, and sound leadership and management can how to examine tools and tactics from make IT tools effective components multiple perspectives to find ones that are of surviving and, eventually, thriving. practically the most effective, not merely We will also present specific tactical the most fancy-sounding. J implementations and identify common
TUESDAY • 8:30 AM–10:00 AM • GRAND SALON A 18 SYMPOSIUM ABSTRACTS Embracing the As IT professionals, we need to accept and sectors as a whole. Recent trends like Constant of the need for change. No matter where BYOD, the growth and acceptance of Change someone is on his or her career path, the cloud services, and the ever increasing ability to accept and adapt to change can pressure to do more with less bring up a be a key to success. IT professionals who multitude of fears that cause us to hunker Kathy Kral have been in the field for a number of years down into the trenches and resist change. Blake Adams have watched technology move from the How we can possibly do more work? How University of West mainframe to the personal computer to can we support hundreds of different Georgia mobile technology. While this maturity mobile devices? Will I still have a job if we brings along a wealth of experience and outsource email? The ability to overcome knowledge, it can also lead to resistance the fear and embrace change whether to change, and a very traditional notion created by you or thrust upon you is all of how IT should operate on campus. that is needed to move forward. In this This hampers not only individualsession we’ll discuss skills and methods development, but also the success the to define, realize and embrace the fears IT department. So much of change is that hinder change. By defining and dealing with fear, either real or perceived. understanding the fears, we can accept More often than not, it is perceived fear and enjoy change and not be “All Shook that can cripple individuals, departments, Up.” J
TUESDAY • 1:30 PM–3:00 PM • GRAND SALON A
Cars, Elephants Led by the Management Symposium and Geeks - Program Committee, this panel discussion Leading to will explore the principles and concepts presented in three books: Car Guys vs. Innovate and Bean Counters: The Battle for the Soul of Change American Business (by Bob Lutz), Switch, How to Change Things When Change is Gale Fritsche Hard (by Chip Heath and Dan Heath) Lehigh University and Leading Geeks: How to Manage and Lead the People Who Deliver Technology Tim Foley (by Paul Glen, David Maister and Warren Lehigh University Bennis). Each of these books is unique in the way it explores Leadership, Fostering Jennifer Stewart Innovation and Delivering Change, yet Penn State University they are similar in the way they recognize the human behaviors that contribute Cindy Dooling to the success (or failure) of leading an Pima Community organization. J College
TUESDAY • 1:30 PM–3:00 PM • GRAND SALON B 19 SYMPOSIUM ABSTRACTS Prioritizing IT Technology plays an important part in the college. Through the IT Governance projects through achieving strategic goals of any institution method the committees acquire an inclusive IT of higher education. Employing a cadre significant acumen on what a request of advisory committees along with a well- involves, how it would impact individual Governance designed rating system enables functional, departments and its overall bearing on process; using front-line management to offer their the mission of the college. This new available insight. CCRI’s IT Department, working system fosters exchange between IT and input to help closely with the CFO, established an IT its primary users. This results in a highly make difficult Governance process involving multiple inclusive model in which all are aware prioritization groups in the prioritization process. Using of the projects’ assigned resources and the Institutional Technology Advisory furthers a method of involving functional decisions Committee, the Information Systems users in the decision making and Advisory Committee and the Academic assignment of resources. The prioritized Stephen Vieira Technology Advisory Committee, a list emphasizes the partnership between Community College system was built enabling open dialog IT and its constituents. This process is of Rhode Island on all potential suggestions for IT-related transparent and successful due to its open services. Prior to this new tool there were dialog approach to defining the priorities simply huge numbers of requests with no of IT and knowledge of exactly how manner to delineate the importance to resources are being assigned. J
TUESDAY • 1:30 PM–3:00 PM • GRAND SALON C
Continuous Iowa State University’s ITS department has to work together. Each team was equipped Improvement: many goals, but for the Solution Center, with sticky notes and a marker and then Turning sticky the main goals are to reduce the time teams were provided with scenarios the customer waits for service, improve based on previous calls that year. For each notes into quality and be a single point of contact. scenario, teams were given two minutes teamwork and In order to reach those goals, employees to work together to write down five quality assurance must all work cohesively. We needed to different troubleshooting questions they improve morale and improve the quality would ask the customer. Then, after time Ashley Weese of information all while trying to create was up, each team submitted the sticky Iowa State University a team atmosphere. Some employees, notes to share and discuss amongst the like most in the help desk world, knew group. We found that having on-going what their job entailed, but didn’t know trainings helped to generate synergy where to begin the troubleshooting amongst the team as well as improve the process or had strengths in certain areas quality of troubleshooting when assisting but lacked in others. In order to create a customers, all while having fun. From consistent experience for our customers these trainings, we’ve created a quality and work on quality simultaneously, we assurance form based on troubleshooting needed to provide training. We created steps the team discussed. J trainings and then broke employees into two-person teams that rotated after each scenario, giving everyone an opportunity
TUESDAY • 3:30 PM–5:00 PM • GRAND SALON A 20 SYMPOSIUM ABSTRACTS The Role of Mobile devices, from smart phones to Come ready to discuss mobile initiatives Mobile Devices tablets, have the potential to change how at your institution while as we discuss in Teaching and faculty teach and students learn. As they what impact they will have on teaching become more and more ubiquitous, these and learning. J Learning devices seem to be a lowest common denominator for having technology in the Kelly Wainwright classroom. BYOD is the new acronym as Lewis & Clark College everyone tries to decide what it means at their institution.
At Lewis & Clark College, IT and the Library were funded to explore this potential by putting iPads in the hands of faculty across all three campuses (Law, Graduate, and Undergraduate) and then partnering with those faculty to explore innovative ways they can incorporate the iPads into their teaching and learning process.
TUESDAY • 3:30 PM–5:00 PM • GRAND SALON B
Employee Seneca College underwent an employee outcome. J Engagement - engagement survey in late 2010. Results of Realigning our the survey for the Information Technology Services department were less than Organization satisfactory. This presentation will look at the process that followed the review of Clare Vozza the survey results, the appointment of a Roy Hart new CIO and the subsequent realignment Seneca College of the organization. The process was scheduled for completion in June 2012. How did we fare so poorly, what are we doing right and wrong, what are our services and what should they be, what are the skills gaps for the team, what are our new functional areas, how do we improve communication and how do we communicate and implement the new organizational plan. The process is in-depth and this presentation will outline the steps taken and challenges encountered as well as the final
TUESDAY • 3:30 PM–5:00 PM • GRAND SALON C 21 SYMPOSIUM ABSTRACTS IT Leadership As leaders in information technology at This session will present an opportunity Problems Solved: our institutions, we are responsible for to work through a new approach to From fostering setting strategic direction, making tactical strategic planning that can be adapted to decisions, and ensuring operational fit any institution. J a healthy efficiency. Sometimes it is difficult also organizational to nurture a healthy organization which culture to acts as the foundation for these mission- successful critical activities. Please join us in a strategic discussion about how to establish and planning. maintain a healthy organizational culture. In addition to providing leadership within our own organizations, IT leaders Sandra Bury face the challenge of aligning IT strategy Bradley University with institutional goals. To successfully accomplish this requires that we learn to think in the language of the institution’s success and to adjust how to describe, advocate for, and implement technology necessary for the delivery on those goals.
WEDNESDAY • 8:30 AM–10:00 AM • GRAND SALON C
Assessing IT What is the quality of our services? provide an overview of the SERVQUAL Service Quality Increasingly organizations are finding methodology and ITS’s implementation. using SERVQUAL that delivering service quality is a Through survey design and question prerequisite for success. Understanding development the methodology was for Planning and measuring service quality can pose a adapted to minimize survey length, and Iterative significant challenge in a conceptual area produce actionable results and enable Improvement that has few physical attributes to measure, iterative improvement. Session attendees and in which the perception and meaning will have the opportunity to see the Janice El-Bayoumi of quality will vary from person to person. approach in action when they assess the University of New Service quality information is important quality of this presentation using the Brunswick in IT planning, enabling universities SERVQUAL methodology. At the end to target and prioritize areas for service of the session attendees will have the improvement and discontinuation. information they need to develop their Information Technology Services (ITS) at own service quality survey. J the University of New Brunswick adopted the SERVQUAL approach to assess our IT service quality. This approach, based on the customer’s perspective, assesses five dimensions of quality: assurance, reliability, responsiveness, empathy and the tangible aspects. This case study will
WEDNESDAY • 8:30 AM–10:00 AM • GRAND SALON E 22 SYMPOSIUM ABSTRACTS Shaking things The last few years have demonstrated Including or even having administrative up for (the) good: that the ongoing “consumerization” of and academic leaders lead the IT strategy How IT is changing student, faculty, and staff process can get IT Services and the expectations of IT service delivery on institution on the same page, which will Consumerization, campus. Our clients want slick, always help create more effective and positive Commoditiza- available access to work and course relationships between them. IT leaders tion, and BYOD resources via the cloud; immediate access who successfully manage these changes are changing the to the latest tools; and are increasingly will provide their institutions with role of IT services using personal devices to access competitive advantage, while reducing on campus institutional data. In this environment, the risks that these trends bring. And IT leaders are expected to rapidly adopt adopting a new approach to delivering IT trends that will improve productivity Services on campus can keep IT leaders Kristen Dietiker or otherwise deliver value to their ahead of the game while still shaking University of institutions. Many in IT bemoan this as things up for the good of the institution. Washington an assault on IT capabilities, pointing J to resources already stretched too thin. However, these trends mean IT strategy, governance, and strong IT leadership are only increasing in importance.
WEDNESDAY • 8:30 AM–10:00 AM • GRAND SALON D 23 SIGUCCS 2013
Chicago, IL • November 3-8, 2013 Holiday Inn Mart Plaza http://www.siguccs.org/Conference/2013
REACH NEW HEIGHTS by joining us in Chicago for the annual SIGUCCS Conference.
Learn more about others’ IT projects, implementations, and programs. Take home ideas to apply at your own institution.
Celebrate the history of SIGUCCS as we commemorate the 50th ANNIVERSARY of the organization.
Greetings from the Core Committee Conference Chair Lisa Brown, University of Rochester Management Symposium Program Chair Robert Paterson, Molloy College Service and Support Program Co-chairs Laurie Fox, SUNY Geneseo Jean Tagliamonte, Vassar College Treasurer Allan Chen, Menlo College Board Liaison Parrish Nnambi, UC San Diego 50th Anniversary Committee Co-chairs Leila Lyons and Jack Esbin 24 SPECIAL THANKS 25
acm
50Years 1963 - 2013
You’re Invited!
A celebration in honor of the 50th Anniversary of SIGUCCS will be held at SIGUCCS 2013 but you can start celebrating now by visiting the 50th Anniversary Website: http://www.siguccs.org/Conference/50
• Read about the history of this organization and help us spread the word to those involved in SIGUCCS - past & present. • Listen to recordings and read quotes from people who have shared their memories of SIGUCCS, and please add yours. • Add photos from conferences you have attended to the albums that are already there ... and start a new album if necessary.
We’re looking for SIGUCCS memorabilia for a “Museum Room” at SIGUCCS 2013 and our plan is to retain http://www.siguccs.org/Conference/50 as a virtual museum.
Help us plan a memorable celebration of SIGUCCS’ 50th Anniversary by sharing your expertise & experience (formally or informally) during the conference!
Leila Lyons & Jack Esbin, co-chairs SIGUCCS 50th Anniversary Committee [email protected]
Stay in touch with the planning Join us on Facebook! 26 SOCIAL MEDIA
EventBoard is your free mobile conference companion for SIGUCCS 2012. It is available for Windows Phone, iPhone, and Android. To get it, just scan the QR code above, visit http:// www.eventboardmobile.com/download_web.html and select your mobile platform, or simply search your mobile store for “EventBoard” and look for the blue travel organizer icon.
EventBoard has many fantastic features for keeping up with what’s going on at SIGUCCS. After you select the SIGUCCS 2012 event from the main screen, browse the conference sessions by speaker, time or track; create your own personal agenda (saved on your device); visit our sponsors; and receive announcements from the conference committee. EventBoard users can read conference-related tweets right from the app. Session attendees will also be able to submit feedback for our speakers.
Look for the Check-in to Join us on Twitter SIGUCCS 2012 Foursquare @SIGUCCS group on Facebook foursquare.com/ #SIGUCCS12 siguccs 27 SERVICE & SUPPORT CO-CHAIRS’ WELCOME We are delighted to welcome you to the A heartfelt, “thank you, thank you very much” to the 40th annual ACM keynotes, authors and presenters, track and session SIGUCCS 2012 chairs, readers and reviewers who have worked so Conference in the hard to make this conference happen. We are delighted heart of “Blues City” to have worked alongside a group of talented and Maemphis, Tennessee. dedicated conference committee members from This magnificent city various institutions across North America to help in the embodies the spirit of planning and organizing of the ACM SIGUCCS 2012 the conference theme, Conference. We encourage you to plan to present a IT: All Shook Up. paper at the upcoming conference or consider joining the organizing committee as you will experience The second annualgrowth both as an individual and as a member within combined conference the larger SIGUCCS community. brings together Cindy Stewart managers and support We sincerely hope that you find the program Program Co-Chair personnel who are stimulating and encounter renewed insights and ideas enthused with keeping up with new technologies, at this conference, that you depart feeling motivated procedures and and energized, and that you return safely home with insights. The sharing an abundance of new friends and fresh perspectives of information and to share with your colleagues and those we serve to exchange of ideas achieve the best use of technology. in Information Technology is a Finally, when back home, remember to thank your most valuable asset bosses for allowing you to take part in SIGUCCS 2012. we have to enhance Enjoy your stay in Memphis! our educational institutions and Gordana Brouilette and Cindy Stewart careers. We welcome SIGUCCS 2012 Service & Support your participation! Program Co-Chairs J
We are thrilled with the variety of topics secured for this
Gordana Brouilette year’s conference and Program Co-Chair appreciate each and every one of you for your contribution of time and willingness to share your expertise and experiences. We look forward to many lively and informed presentations over the next few days that will enhance your technical, leadership and client-services skills. Our speakers and keynotes will undoubtedly shake up and inspire new thoughts and ideas for you to take home and implement in your ever-evolving dynamic world of IT. 28 KEYNOTE SPEAKERS Jim Sevier is the founder and on numerous next generation communications CEO of Convergence Readiness, technologies and business topics. Inc. Jim is an acknowledged practicing advisor, educator and thought leader in the areas of Business and Technology. An accomplished speaker, Jim has delivered strategic presentations to Intel’s Gordon Moore, Prime Minister Benjamin Netanyahu and the Ministry of Industrial Development for the Korean White House.
With a career spanning nearly two decades, Jim has touched nearly every area of communications and transport technologies.
In his practice, Jim delivers advice and education to businesses looking to get the most out of their communications investments. As a complement to his practice, Jim writes blogs and produces content
Brian D. Janz, Ph.D., is the First Dr. Janz has over 30 years of experience in the Tennessee Professor of MIS and information systems field working for The University also serves as the Associate of Minnesota, IBM, Honeywell, and General Motors, Director of the FedEx Center and consults widely with many Fortune 500 companies for Supply Chain Management and governmental agencies. at the University of Memphis. In his keynote presentation entitled “Getting Into the Brian’s research interests focus on Mind of the Customer: The Secret to Better Systems, how information technologies Happy Users, and Your Sanity”, Dr. Janz will introduce affect organizational strategy, the notion of “The Mind of the Customer,” and will design, business processes, and discuss how we as IT professionals can use this idea supply chains. His most recent to develop and deliver more useful applications research is focusing on the implementation and use and services to our end-user communities. Brian’s of emerging technologies in the healthcare industry, discussion will include prescriptive steps we all can and the pacing and sequencing of implementing adopt to insure that we get closer to our customers, organizational strategies. Brian’s research has been as well as deliver solutions that address what our published in book chapters as well as many academic customers want and (more importantly) what they and practitioner journals including MIS Quarterly, need. Decision Science, Communications of the AIS, Journal of MIS, Personnel Psychology, Journal of Database Management, Journal of Information Technology Management, and Information and Management. 29 S&S SCHEDULE
TUESDAY, OCTOBER 16
7:30 AM–7:00 PM Registration Mezzanine
Bare Bones Project Management Boot Camp for Service 8:30 AM–4:30 PM Grand Salon E & Support Professionals
5:00 PM–6:00 PM Service & Support Newcomers’ Orientation Grand Salon D
6:00 PM–6:30 PM Service & Support Volunteers Grand Salon F
6:30 PM–7:00 PM Service & Support Session Chairs Grand Salon E
7:00 PM–9:00 PM Reception Continental Ballroom
9:00 PM–Midnight Hospitality Suite Venetian
WEDNESDAY, OCTOBER 17
7:30 AM–7:00 PM Registration East Mezzanine
7:30 AM–8:30 AM Breakfast Continental Ballroom
Speakers’ Breakfast Venetian
8:00 AM–10:00 AM Open Board Meeting Galaxie
10:00 AM–10:30 AM Beverage Break Continental
The Future of Social Media in Education 10:30 AM–Noon James R. Sevier Grand Salon A/B Joint Plenary Founder and CEO, Convergence Readiness Inc.
12:00 PM–1:30 PM Luncheon for Service & Support Attendees Continental Ballroom
1:30 PM–2:30 PM Logos: The Power of the Word in IT Support Grand Salon D Service & Support Sessions Christopher King 30 S&S SCHEDULE WEDNESDAY, OCTOBER 17
Introduction and Experience with the Primary Mail 1:30 PM–2:30 PM Service Based on Their Names for Students Grand Salon B Service & Support Sessions Naomi Fujimura, Tadatsugu Togawa, Yoshiaki Kasahara, Eisuke Ito
Evaluating IT Service Quality Using SERVQUAL Grand Salon A Janice El-Bayoumi
Yes You Can: Offer a Comprehensive Set of Technolo- gies to Enhance Teaching and Learning Grand Salon E Apurva Mehta
A Little “More” Conversation & Practice: Training 2:30 pm - 3:30 pm Student Technology Trainers Grand Salon D Service & Support Sessions Christine Vucinich
Creating a Repeatable Framework for Campus Communication Grand Salon C Blake Adams, Kathy Kral
Building a Sustainable Mobile Device Strategy to Meet the Needs of Various Stakeholder Groups Grand Salon B Robin Honken, Kenneth Janz, Zachary Boudreau, John Yearous
Practical Uses of Cloud Computing Services in a Japanese University of the Arts against Aftermath of the Grand Salon A 2011 Tohoku earthquake Hiroki Kashiwazaki
The Illusion of One Hundred Percent Uptime Jeremy Kim, Jim Denk Grand Salon E
3:30 PM–4:00 PM Break Continental Ballroom
Shaking up Traditional Training with lynda.com 4:00 PM–5:00 PM Becky Klein, Courtney Bentley, Kathy Fletcher, Chad Grand Salon D Service & Support Sessions Fust, Elizabeth Wagnon, Cindy Sanders, Jacquelynn Hongosh, Karen Sirman, Carol Rhodes
Student Hiring: Why Not Make It an Event? Grand Salon C Ashley Weese
A Case Study of a Phased Approach Methodology for Application Development and Implementation Grand Salon B Meri Williams, Robert Jackson 31 S&S SCHEDULE WEDNESDAY, OCTOBER 17
4:00 PM–5:00 PM The Science of Computer Allocations Grand Salon A Service & Support Sessions Jean Tagliamonte, Jean Ross
Why Virtual Desktop at CCRI? Finding Sustainability for Desktop Support Grand Salon E Stephen Vieira
5:00 PM–6:00 PM Birds of a Feather Sessions Grand Salons A/B/C/D/E
Penny Crane and Hall of Fame Reception 7:00 PM–8:30 PM Forest (by invitation only)
9:00 PM–1:00 AM Hospitality Suite Venetian THURSDAY, OCTOBER 18
7:30 AM–7:00 PM Registration East Mezzanine
7:30 AM–8:30 AM Breakfast Continental Ballroom
Speakers’ Breakfast (by invitation only) Louis XVI
Discuss IT: Outreach and Communication: 8:30 AM–9:30 AM Shaking It Up Grand Salon D Service & Support Sessions Trevor Murphy
Helping Student Employees Become Members of Your Organization Grand Salon C Wesley Marks
Capturing Malicious Bots Using a Beneficial Bot and Wiki Grand Salon B Takashi Yamanoue, Kentaro Oda, Koichi Shimozono
Building a Call Center in 2 Days — How a World Class Support Center Responds to Crisis Grand Salon A Thomas Mattauch, Rami Hatoum, Hannah Pettit
Let’s Discuss the SIGUCCS Mentoring Program! Grand Salon E Beth Rugg
9:30 AM–9:45 AM Break 32 S&S SCHEDULE THURSDAY, OCTOBER 18
Making The SIGUCCS Experience Last Year-Long; How 9:45 AM–10:45 AM a Regional Conference Became a Local Chapter Grand Salon D Service & Support Sessions Mathew Felthousen, Lisa Brown
What Is It with These Kids? — A Generational Insight into Student Workers and Customers Grand Salon C Sean McLane
Building an Effective Software Deployment Process Grand Salon B John Tyndall
Continuous Change: A Help Desk Motto Grand Salon A Darren Kearney, Joyce Davidson
Building Collaborative Technology Learning Environ- ments Grand Salon E Kenneth Janz, Ken Graetz, Chad Kjorlien
10:45 AM–11:15 AM Break Continental Ballroom
Discuss IT: Using Social Media to Communicate with 11:15 AM–12:15 PM Our Customers Grand Salon D Service & Support Sessions Laurie Fox
Self-Service Portal Solves the Forgotten Password Di- lemma Grand Salon C Christopher Wiggins
An Evaluation of Private Cloud System for Desktop Environments Grand Salon B Mikifumi SHIKIDA, Kanae MIYASHITA, Mototsugu Ueno, Satoshi UDA
Ink, Paper, Scissors: Experiments in Cutting Campus Printing Costs Grand Salon A Malinda Husk
Putting iPads in the Hands of Faculty Grand Salon E Kelly Wainwright
12:15 PM–1:30 PM Lunch on Your Own
Blending Military Chain of Command with the Typical 1:30 PM–3:00 PM IT Support Model to Support the Largest Dormitory in Continental Ballroom Poster/Vendor Session the World David Tyler 33 S&S SCHEDULE THURSDAY, OCTOBER 18
An Introduction to The Special Interest Group on Inter- net and Operation Technology (SIG-IOT) of Information 1:30 PM–3:00 PM Processing Society of Japan Continental Ballroom Poster/Vendor Session Takashi Yamanoue, Naomi Fujimura, Hideo Masuda, Motonori Nakamura
Extending the Centralized Helpdesk Functionality to Improve Decentralized Support Rachael Cottam, Peter Nguyen, Jeff Goff
Effective Zero-Cost Help Desk Software Dan Herrick, Lisa Metz, Andrew Crane
Food and Drink in Computer Labs: Why Not? Dan Herrick
The USC School of Social Work Faculty Technology Workshop Terris Wolff
Communication Award Winner University of Colorado Boulder
Communication Award Winner Texas A&M University
Communication Award Winner University of Arizona
Communication Award Winner Williams College
Discuss IT: Movin’ On Up - Finding Your Way to 3:00 PM–4:00 PM Manager, Director, and Beyond Grand Salon D Service & Support Sessions Allan Chen
Customer Service 101: A Refresher for Us All Grand Salon C Kelly Wainwright
Security Challenges in IT Infrastructure for Cybersecurity Curriculum Support Grand Salon B Vijay Anand
Shake Up Your Management Style! Grand Salon A Karen McRitchie
Video Support Models for Liberal Arts Colleges Grand Salon E Trevor Murphy 34 S&S SCHEDULE THURSDAY, OCTOBER 18
4:00 PM–4:15 PM Break
ULearn More: Transitioning to a Learning Management 4:15 PM–5:15 PM System for Staff at American University Grand Salon D Service & Support Sessions Jacqueline Palumbo
Crafting Great User Experiences Grand Salon C Nic Bertino
Reducing Costs, Improving Service, and Extending the Life of Computers with Solid State Drives Grand Salon B Mathew Felthousen
Google Apps for Education: Valparaiso University’s Migration Experience Grand Salon A Matt Smith, Richard Orelup, Becky Klein
Transitioning to Universal Print Queue and Remote Campus Distribution of Printing and Copying Services Grand Salon E Leonard Williams, Almond Dillard, Roxann Koch
5:15 PM–6:15 PM Birds of a Feather Sessions Grand Salons A/B/C/D/E
7:00 PM–9:00 PM Gala Event: Rockin’ in Memphis Peabody Rooftop
9:00 PM–1:00 AM Hospitality Suite Venetian FRIDAY, OCTOBER 19
7:30 AM–12:00 PM Help Desk East Mezzanine
7:30 AM–8:30 AM Breakfast Continental Ballroom
Communications Award Breakfast Jackson, 3rd Floor 35 S&S SCHEDULE FRIDAY, OCTOBER 19
Discuss IT: The Clouds Surround Us: Everything You 8:30 AM–9:30 AM Ever Wanted to Know About Cloud Computing and Grand Salon D Service & Support Sessions More Stephen A. Vieira
Getting the Most Out of Your Help Desk Software Grand Salon C Miranda Carney-Morris, Elizabeth Young
Modern Version Control: Creating an Efficient Development Ecosystem Grand Salon B Nic Bertino
We’re Going Google! Making the Most of Marketing Grand Salon A Julio Appling
Fine Tuning Online Faculty Development Workshops Grand Salon E Kathy Fletcher
9:30 AM–9:40 AM Break
9:40 AM–10:40 AM Every Day Is Like Survival: Here, There and Everywhere Grand Salon D Service & Support Sessions Mo Nishiyama
Operational Experiences from the Viewpoint of Univer- sity IT System Administrators in the Metropolitan Area Grand Salon E on East Japan Great Earthquake Kohichi Ogawa, Noriaki Yoshiura
10:40 AM–11:00 AM Break Continental Ballroom
Getting into the Mind of the Customer: The Secret to Better Systems, Happy Users, and Your Sanity 11:00 AM–12:30 PM Brian Janz, Department of Management Information Grand Salon A/B Closing Plenary Systems, FedEx Institute of Technology, University of Memphis
Growing Leaders: The Emerging Leadership Lifecycle of 12:30 PM–5:00 PM an IT Student Employee Auburn Workshops Fran Versace, Rochester Institute of Technology 36 S&S ABSTRACTS Logos: The Power Too many people focus on the “technical” how different mediums create different of the Word in IT part of “technical support”. This means communication challenges. This paper/ Support that we have support staff who are highly presentation will be useful to people trained in software, hardware, specs and directly interacting with end-users, either certs, and who can give very detailed in technical support, documentation, or Christopher King descriptions of problems and resolutions, training. J NC State University both in writing and in person. What gets lost, however, is the focus on the communication itself, and how their words and phrases are perceived by the end- users themselves. This paper/presentation will focus on the importance of “soft skills,” namely how phrasing, intonation, levity (or lack thereof), and simple choice of words can make the difference when announcing interruptions, documenting changes, and generally supporting your customers. It will also focus briefly on delivery mechanisms for messages, and
WEDNESDAY • 1:30 PM–2:30 PM • GRAND SALON D
Partnership This is a partnership between COL Center for Online Learning do to provide between Center and OIT-USS to support faculty, and support to their users? J for Online graduate students using LMS. Currently Portland State University (PSU) uses Learning (COL) Desire to Learn (D2L). The support and Office of ranges from login issues, to the use of Information different tools in D2L, to course design. Technology, User This help is available for faculty and Support Services graduate students who might act as TAs (OIT-USS) to undergraduate students. In order to perform this partnership, both COL and Jahed Sukhun OIT-USS identified a specialized lab that Mark Terui is already serving faculty and graduate Portland State students. Portland State University is the University largest university in Oregon with 30,000 students enrolled and 4,000 faculty and staff serving the students. How did Portland State University (PSU) achieve success with limited resources when it comes to LMS support? What did the Office of Information Technology and the
WEDNESDAY • 1:30 PM–2:30 PM • GRAND SALON C 37 S&S ABSTRACTS Introduction and We provided the mail service based on 2011. In the system implementation, Experience with the students’ ID such as “1AB10123X” we did not have the formal information the Primary Mail to the university students for a long of the alphabetical name for students. time. However, we had some problems We generated alphabetical names from Service based on to communicate with the students who Katakana name. It is not easy for us to their Names for graduated from the undergraduate get the precise name in that manner. We Students school, and go to the higher school. They implemented the confirmation stage of get new mail addresses based on the the alphabetical name at the first time, Naomi Fujimura new students’ IDs such as “2AB12789Y”. and then students can select the mail Tadatsugu Togawa Teachers are forced to change the mail address for their convenience. We paid Yoshiaki Kasahara address list in the mailing list and address much attention to the user interface in Eisuke Ito book in the mail client software. Students the system. We have been operating the Kyushu University are also forced to send the message to system since April 2011. The number of notify the mail address change for all student users who use the e-mail address who have had contact with them via based on their own name has been e-mail. We introduced the new mail increasing gradually. We will report the system to provide not only mail address detail and usage status of the system in based on the students’ ID, but also mail this paper. J address based on their own name in April
WEDNESDAY • 1:30 PM–2:30 PM • GRAND SALON B
Evaluating IT Service quality means different things quality of this presentation using the Service Quality to different people. Since there is no SERVQUAL methodology. At the end using SERVQUAL objective measure of service quality, of the session attendees will have the the SERVQUAL methodology uses the information they need to develop their customer perspective as the basis for own service quality survey. J Janice El-Bayoumi assessment. Information Technology University of New Services (ITS) at the University of New Brunswick Brunswick adopted the SERVQUAL approach to assess five dimensions of the quality of our services: assurance, reliability, responsiveness, empathy and the tangible aspects. This case study will provide an overview of the SERVQUAL methodology and ITS’s implementation. Through survey design and question development the methodology was adapted to minimize survey length, produce actionable results and enable iterative improvement. Session attendees will have the opportunity to see the approach in action when they assess the
WEDNESDAY • 1:30 PM–2:30 PM • GRAND SALON A 38 S&S ABSTRACTS Yes You The wide array of educationaluniversity like UMass Boston has been Can: Offer a technologies available today has evolved able to offer a wide variety of systems, Comprehensive substantially in the past few years. Tools extended hours support, wikis, blogs, which had been released just a few years classroom capture systems, iTunes U, Set of back are now more feature rich, easier personal response systems and other Technologies to use, are able to integrate into campus services with a small staff and limited to Enhance portals, but most importantly the systems budgets. Offering wide choices allows Teaching and have become more affordable—in that faculty to teach with tools that suit their Learning most are now hosted in the cloud, not teaching styles, but more importantly needing developers and technical staff to allows students who become aware of maintain, thereby allowing instructional these tools to demand that their faculty Apurva Mehta designers, media and content specialists adopt them, because the way students University of to concentrate their work on assisting learn has changed dramatically. It is our Massachusetts Boston faculty to use these technologies. UMass obligation to meet their learning needs. Boston has, over the past 4 years, taken J advantage of these developments and is able to offer the community with a wide variety of options for engaging students. The presentation will show how a public
WEDNESDAY • 1:30 PM–2:30 PM • GRAND SALON E
A little “more” Duke’s Office of Information Technology in live sessions, viewing online training conversation (OIT) IT Training program includes resources and conducting recorded & practice: full-time staff training partners and seminar demos with DukeCapture undergraduate student technology Panopto mobile as well as how mentoring, Training Student trainers who teach a variety of free professional development opportunities Technology technology seminars including and evaluations play an important part in Trainers WordPress, iMovie, Photoshop, customizing the experience to best meet PowerPoint and more. Throughout the the needs of each trainer. J Christine Vucinich academic year, the student technology Duke University trainers teach a variety of pre-scheduled technology seminars and OnDemand sessions to meet a small group’s needs. This presentation will outline the processes and best practices that we use to get the student trainers up to speed on technical topics and comfortable in the classroom (public speaking, handling questions, etc.). We will address the standard train-the-trainer process including new-hire orientation, observing and assisting other trainers
WEDNESDAY • 2:30 PM–3:30 PM • GRAND SALON D 39 S&S ABSTRACTS Creating a IT Services are provided to our campus developed to be solution-independent Repeatable in a variety of different environments. and could be implemented using the best Framework Failure to keep customers aware of fit approach for the department. We are the status of major enterprise-level actively working through the framework, for Campus services can quickly generate a variety and already seeing positive results. We Communication of problems: an overburdened help desk, are also receiving positive feedback from longer hold times, erratic communication customers, and experiencing a higher Blake Adams within IT, and customer dissatisfaction. level of communication amongst IT Kathy Kral At West Georgia, we determined that groups during outages both planned University of West a fully developed communication and unplanned. Based on our success Georgia strategy can mitigate challenges by we believe that this model holds great enhancing how IT positions itself to value, not only in its ability to improve manage customer expectations through customer relationships, but in its ability informed, constant, proactive updates to be adapted to fit any organization, using multiple channels. By carrying based on need. J out the implementation in a phased approach, we worked in manageable steps with clearly defined objectives for each phase. Furthermore, each step was
WEDNESDAY • 2:30 PM–3:30 PM • GRAND SALON C
Building a With the percentage of students owning in strategy, as well as demonstrate the Sustainable smart phones increasing to over fifty end products. Finally, we will detail our Mobile Device percent in 2010 at Winona State University, most recent effort, the WSU Augmented ITS collaborated with University Reality Tree Tour. We are confident Strategy to Marketing and Communications to that our current applications have been Meet the Needs develop Winona State Mobile, http:// very successful based on qualitative as of Various www.winona.edu/it/winonastatemobile. well as quantitative data. We have had Stakeholder asp. This presentation will detail the well over 50,000 hits on WSU Mobile Groups initial development efforts resulting in since October, 2011. The bus-tracking a native iOS app, to a change in mobile app alone has had almost 30,000 hits development strategy that allowed for during that same time frame. Our team Robin Honken Winona State Mobile to be accessed from would like to share the knowledge we’ve Kenneth Janz Android devices, and prepare the way gained with other institutions that are Zachary Boudreau for future mobile development efforts. looking to increase their visibility among John Yearous WSU Mobile was developed with the prospective students, as well as provide Winona State following features: campus map, WSU pertinent information to current students University bus tracker, virtual tour, WSU news, in a medium that is easily and quickly faculty and staff directory, and academic accessible to them. J calendar. This presentation will provide a detailed account of our development efforts and the reasons for our change
WEDNESDAY • 2:30 PM–3:30 PM • GRAND SALON B 40 S&S ABSTRACTS Practical Tokyo University of the Arts, which is established the committee called “RICC” Uses of Cloud one of National Universities of the Arts (Regional Inter-Cloud Committee) to Computing in Japan, was also affected by the 2011 promote the activities for inter-cloud Tohoku earthquake. Many stored art computing and now experimental wide Services in items in our museums are destroyed and area distributed private cloud computer is a Japanese many events are postponed or cancelled. being constructed. Through explanation University of Art Media Center, which takes control of of these projects, we show a detail for the Arts against whole campus networks and the IT policies sustainable administration of a University Aftermath of the managements, conducted practical uses of the Arts in Japan. J 2011 Tohoku of cloud computing services for these disabilities. For instance, we used movie earthquake streaming service “Ustream” to deliver the movie by the president of our university Hiroki Kashiwazaki toward the Internet substituting for Tokyo University of the canceled graduation and entrance the Arts ceremony. And also we use the cloud backup storage service “Dropbox Teams” at staff request for disaster recovery. By cooperating with other universities, we
WEDNESDAY • 2:30 PM–3:30 PM • GRAND SALON A
The Illusion of In demanding academic environments feedback from the student body. This One Hundred students expect 100% uptime. It is feedback coupled with our monitoring Percent Uptime rarely the case when dealing with software and a student satisfaction school technology including Macs, PCs, survey is able to gauge our results. It is printers, servers, complex networks and not possible to provide 100% uptime but Jeremy Kim numerous peripherals that everything by our constant monitoring and quick Jim Denk will be working correctly. Given our response we are able to give that illusion. Wharton School of customers’ desired reliability how do To achieve this it is important to define UPenn we meet their expectations? We make your institutional goals and make sure use of a variety of software packages to you have the infrastructure in place identify potential problems before they which meets your unique needs. J impact students. These software packages focus on security state, application status, network connectivity and usage patterns. Through a combination of hot-swappable hardware, checklists, scheduled inspections and results from our monitoring software our dedicated staff is able to minimize perceived system downtime. Our student-support and student-experience staff gather regular
WEDNESDAY • 2:30 PM–3:30 PM • GRAND SALON E 41 S&S ABSTRACTS Shaking Up Supporting the diverse technology The service also provides cost effective Traditional training needs on campus while resources professional development opportunities Training with continue to dwindle is a challenge many for everyone on campus, from our own of us continue to tackle. Institutions trainers and technology staff who are Lynda.com from small liberal arts campuses to developing new workshops, learning new Becky Klein large research universities are providing software versions or picking up new areas Valparaiso University individualized training and application of expertise from project management Courtney Bentley Lafayette College support 24/7 by subscribing to the to programming, to administrative and Kathy Fletcher lynda.com Online Training Library(r) support staff who are trying to improve West Virginia University and marketing the service to various their skills in an ever-tighter economic Chad Fust Vassar College combinations of faculty, staff andenvironment. On this panel discussion, Elizabeth Wagnon students. As a supplemental service on you will hear about different licensing Texas A&M University most of our campuses, lynda.com has approaches, ways of raising awareness Cindy Sanders Jacquelynn Hongosh allowed us to extend support to those about lynda.com on our campuses, Oberlin College unable to attend live lab-based training, lessons learned through implementation, Karen Sirman those who want advanced level training, reporting capabilities, and advice we Louisiana State University Carol Rhodes those who want training on specialized would give to other campuses looking to ACM/SIGUCCS applications, and those who want to learn offer this service. J applications that are not in high demand.
WEDNESDAY • 4:00 PM–5:00 PM • GRAND SALON D
Student Hiring: Managing student employees is like them into small groups and put a current Why not make it raising a family. For most parents, seeing employee in each group who took notes an event? their child grow and move away to school on interactions and responses. The is hard. One of the more difficult things applicants who felt comfortable meeting about managing students is when you new people and were able to carry a Ashley Weese watch the employee, whom you’ve seen friendly conversation excelled. They Iowa State University change from student to adult, leave or were able to see potential peers and get a graduate. For the ITS group at Iowa jumpstart on building work relationships. State University, this happens each We found this form of hiring to be semester. This spring we needed to fill successful and extended an offer to about twenty positions to be fully staffed for 50% of the applicants. We also found a the fall. Before going through a number few applicants who most likely would of applicants and interviews, we decided have been hired through the “normal” to take a different approach to the hiring interview process, but did not blend well process, so we made an event out of it. during the interview event, causing them We offered a mass interview process and to be taken out of the applicant pool. J had twenty applicants respond. Once applicants arrived, we explained that they would be interviewing each other, based on the guidelines we had created, for a set amount of time. Then we divided
WEDNESDAY • 4:00 PM–5:00 PM • GRAND SALON C 42 S&S ABSTRACTS The Science Computing and Information Services environment. Our User Services group of Computer at Vassar College replaces and refreshes has worked to perfect this process year Allocations all college-owned computer hardware after year. Join us to learn more about on a 4-year replacement cycle. Roughly the consultation plan, imaging process, 25% of all campus computers, including asset tracking, documentation, recycle Jean Tagliamonte classrooms and labs, are replaced during procedure and of course, good spirits and Jean Ross the summer of each year (June, July, teamwork, that makem our Allocations Vassar College and August). All regular employees and machine tick. Discussion to follow. J tenure / tenure-track faculty receive new computers with up-to-date operating systems. We visit each scheduled office as a team to ensure the process is as efficient as possible with minimal disruption to the departments’ workflow. We provide detailed documentation to all techs so that everyone is on the same page and we leave the users with a wealth of resources and available training options to make them comfortable with their new computing
WEDNESDAY • 4:00 PM–5:00 PM • GRAND SALON A
Why Virtual There is an ever-increasing demand to be delivered to the user anytime, desktop at being placed on staff to get the desktop anywhere thus eliminating the need for CCRI? Finding replacement cycle and imaging of seat-dependent or classroom-dependent computers complete for the start of copies of software. Concentration can sustainability for classes. Time is constantly being whittled now be placed on getting the right tools desktop support from the larger windows of opportunity to the right people rather than trying to that used to exist. So now there is a need to figure out how to load endless software Stephen Vieira be more efficient with less time consumed requested on particular classroom Community College and it is becoming unsustainable. Doing computers. Virtual desktop gets the of Rhode Island away with the annual replacement of desktop staff out of the business of “old” technology and finding a means of replacing hard drives, power supplies and deploying new software without delay tackling virus or malware from desk to are two main focal points of the virtual desk. The virtual desktop is a sustainable desktop. With over 3000 computers and model for future support of the desktop 800 laptops on four campuses, a staff that environment and those who use it. J is not going to get any larger will find it simpler to virtualize applications and get it to students, faculty and staff faster without having to worry about downtime or long sessions of testing. Additionally, the virtual desktop allows the software
WEDNESDAY • 4:00 PM–5:00 PM • GRAND SALON E 43 S&S ABSTRACTS Outreach and In this session we will talk about how Communication: our IT organizations communicate with Shaking It Up campus constituents. Do you choose different avenues and/or media for Trevor Murphy communication with faculty, staff, and Williams College students? Does your organization over- communicate or under-communicate news and services? Is there any benefit to comparing communication efforts and techniques used at other campuses and perhaps compiling a collection of best practices? How would we form such a group? This is a participatory session. Come ready to share your ideas. J
THURSDAY • 8:30 AM–9:30 AM • GRAND SALON D
Helping Student One of the challenges with using student our policies and procedures which are Employees employees is for them to have a vested essential to continuing success of the Become interest in the success of the organization. organization. Other employees take on While handling customer support issues the role of trainers for our new hires as Members of Your is the primary focus of all Help Desks, well as updating their technical skills. Organization student employees need to feel that they Finally, ongoing projects allow all are a part of that process. This can be employees to make their contributions Wesley Marks accomplished by setting up a structure to the organization. By employing these University of Florida that involves them in both the daily and techniques, the student employees long-term success of the organization. become a part of the success of the At the University of Florida, our organization. J student supervisors are responsible for the support provided to our clients. This includes monitoring phone and walk-in traffic as well as dealing with system outages. During the term, our senior student staff is responsible for interviewing prospective employees and making hiring recommendations. They also work with the help desk staff to determine effective changes to both
THURSDAY • 8:30 AM–9:30 AM • GRAND SALON C 44 S&S ABSTRACTS Capturing Locating malicious bots in a large network security devices are remote controlled Malicious Bots is problematic because its internal by ‘polling’ the command server in order Using a Beneficial firewalls and NAT routers unintentionally to eliminate NAT traversal problem and contribute to hiding bots’ host address to be firewall friendly. Since the remote Bot and Wiki and malicious packets. However, security device lives in transparent, eliminating firewalls and NAT routers remote-controlled and robust-to-security Takashi Yamanoue for merely locating bots is generally not gateways, we regard it as a beneficial bot. Kentaro Oda acceptable. In this paper, we propose an We adopt a web server with wiki software Koichi Shimozono easy-to-deploy, easy-to-manage network as the command server in order to take Kagoshima University security system for locating a malicious advantage of its power of customization, host behind the internal secure gateways. easy of use and ease of deployment of the This network security system consists of server. J remote security devices and a command server. Each of the remote security devices is installed as a transparent link between the subnet and its gateway to detect a host which is compromised with a malicious bot in a target subnet, while minimizing impact of deployment. The
THURSDAY • 8:30 AM–9:30 AM • GRAND SALON B
Building a Call In the fall of 2011, VCU was faced with to this incident. Letters would be both Center In 2 Days a crisis. During routine monitoring of emailed and sent via US Postal Service to - How A World servers at the VCU Computing Center, all 176,567 individuals. What was needed suspicious activity was found on one to support this mass mailing was a call Class Support of the servers. The server was taken center to respond to the incident. The Center Responds offline and an investigation was put VCU helpIT Center was contacted by to Crisis into motion which determined that VCU TS Administrators to create such a hacker had access to the server for a call center on Tuesday, November 8 at Thomas Mattauch a period of 56 minutes. This server 4:55pm. The issue at hand was that the call Rami Hatoum contained 10 files holding information center had to be online and operational Hannah Pettit on 176,567 individuals including VCU by Friday, November 11th at 7:30 a.m. Virginia students, employees, and VCU Health This presentation will discuss what was Commonwealth System employees. Data items included done to create such a call center in such University social security number and either a short time frame, the lessons learned individual names or eID user names, along the way, and how VCU turned this and, in some cases, date of birth, contact experience into an ongoing Emergency information and various programmatic Communications Plan. J or departmental information. The investigation indicated a low likelihood of the data actually being compromised. The university was preparing for a response
THURSDAY • 8:30 AM–9:30 AM • GRAND SALON A 45 S&S ABSTRACTS Let’s Discuss SIGUCCS is about relationships and the SIGUCCS networking. Since SIGUCCS membership Mentoring is composed of young professionals, mid-level managers and senior decision- Program! makers, the SIGUCCS Board wants to Beth Rugg establish a formal mentoring program Professional for SIGUCCS members. We believe we Development have the interest, the human resources Coordinator — and ideas about how to structure the SIGUCCS Board, program to make it successful. Come to Ithaca College this session to learn about the proposed program and hopefully sign up to be a mentor or receive mentoring! J
THURSDAY • 8:30 AM–9:30 AM • GRAND SALON E
Making the In 1997, as a result of conversations that Computing Machinery (ACM) including SIGUCCS started during a SIGUCCS conference, website hosting, membership tools, experience several NY state schools formed a regional mailing list hosting, recruitment tools, conference called NYCHES (New ACM email addresses, subscriptions to last year-long; York Computing in Higher Education ACM publications, and access to the how a regional Symposium). SIGUCCS attendees from ACM Distinguished Speakers Program. conference these schools wanted to continue the Chapter members are not required to became a local ‘SIGUCCS dialogs’ throughout the year, pay for membership, unless they wish chapter so NYCHES has met a few times a year to serve on the Board of the Chapter, since 1997, with participation increasing so despite the substantial benefits, costs to include dozens of schools across central to their respective institutions are still Mathew Felthousen and western NY state. Based on their minimized. This paper will discuss how Lisa Brown experiences in NYCHES many members NYCHES was successful as a regional University of became active SIGUCCS attendees, and conference, and how this format could be Rochester conversations started during SIGUCCS duplicated in other parts of the country. would continue on in NYCHES meetings It will also discuss how the members of through the year. On March 19, 2012, a regional conference would benefit from NYCHES became the first local chapter a formal association with both ACM and for SIGUCCS. SIG Chapters, and their SIGUCCS. J membership, receive considerable benefits from the Association for
THURSDAY • 9:45 AM–10:45 AM • GRAND SALON D 46 S&S ABSTRACTS What Is It With While supporting the advancement Generation students using educational These Kids? — of technology in the educational information technology. Attitudes and A Generational environment is a common concern these behaviors have been studied to produce an days, we also need to keep in mind the image of the current student generation, Insight Into targets of this technology. They are which lets us see how we can best serve Student Workers the Millennial Generation (those born them. J And Customers between 1982 and 1997, approximately), a body of people who are as numerous as Sean McLane the Baby Boomers from two generations Purdue University previous. They have been brought up in a world of ubiquitous technology and instantaneous information. How do their expectations as employees and customers differ from those who are running the show? Is their work ethic compatible with established norms? How difficult will it be to communicate with them? This paper looks at all these questions and more, to address challenges with Millennial
THURSDAY • 9:45 AM–10:45 AM • GRAND SALON C
Building an Software defines the functionalityTivoli Endpoint Manager and Active Effective Software and availability of computer systems, Directory/Group Policy, IT professionals Deployment particularly those in higher education. can easily extend these core concepts into Often times, though, installing the their own environments regardless of Process appropriate applications in a multi- infrastructure. J platform environment can be time- John Tyndall consuming, unorganized, and altogether Penn State University onerous. A common approach to this problem is to create a thick image with all of the software pre-installed; especially with computer labs, however, these images can quickly become large and difficult to maintain and update. This paper presents best practices for building a phased-installation software deployment paradigm. When combined with thin imaging techniques, software installations on both academic and administrative machines become more organized, flexible, and discreet. While examples are implemented using IBM
THURSDAY • 9:45 AM–10:45 AM • GRAND SALON B 47 S&S ABSTRACTS Continuous The University of Idaho Help Desk started devices, VPN, print servers, Exchange Change: A Help in October 1992 in a basement room support, shared drive permissions, Desk Motto with one part-time student worker and a student computer lab assistance, best Manager, Joyce Davidson. Their task was effort assistance on unsupported Darren Kearney to provide staff, faculty, and students with applications, web technology assistance, Joyce Davidson assistance using email, connecting to the as well as staff development and recruiting University of Idaho new Banner system, using the modem are all part of everyday business. In this pool, and providing how-to documents paper, Joyce Davidson, the original Help for common lab applications. Jump Desk Manager, and Darren Kearney, the forward 20 years and the UI Help Desk current manager, will review the history mission has grown and changed in ways of the Help Desk and illustrate how far that were unimagined in the beginning. this critical service has come and where New products and technologies create it may go. While we don’t believe it is an ever changing support landscape, possible to clearly predict where the next and customer needs and expectations 20 years will take us, some trends over the continue to outstrip the resources we can years do suggest how the Help Desk will provide. Challenges such as new facilities continue to change and benefit University and locations, increasing customer base communities. J size, wireless and wired networks, mobile
THURSDAY • 9:45 AM–10:45 AM • GRAND SALON A
Building The rapid advance of technology has students’ knowledge and skills by applying Collaborative enabled students to use powerful a unique technology space and learning Technology technology both in the classroom and model. This session provides a replicable outside of it. Major questions facing road-map for developing collaborative Learning universities are whether the students technology learning environments Environments know how to truly use this technology, and highlights the many successes and whether our learning spaces support challenges you may experience along the Kenneth Janz it, and whether it be integrated with way. J Ken Graetz other technologies to extend students’ Winona State capabilities. This paper and presentation University focuses on the development of four collaborative learning environments at Brandon Bernier two universities, all designed to support Oakland University student use of technology. Winona State’s Math Achievement Center and Visual Media Studio are collaborative classrooms designed by faculty that demonstrate the potential of mobile computing integration. Oakland University’s Library Information Commons and Student Technology Center have increased
THURSDAY • 9:45 AM–10:45 AM • GRAND SALON E 48 S&S ABSTRACTS Using Social Social media can allow our IT Media to departments to listen and react to our Communicate customers faster and more efficiently than ever before. It’s also a great way to reach with Our out to the campus with announcements Customers and information. How does your campus use social media? Come discuss successes Laurie Fox (and not-so-successes), visibility, and SUNY Geneseo why social media is far more than simply playing on your computer. J
THURSDAY • 11:15 AM–12:15 PM • GRAND SALON D
Self-Service At the University of Colorado Colorado We’ll also discuss integration, migration Portal Solves Springs, Chris Wiggins felt there had to and security considerations. As a result the Forgotten be a better way to handle password reset of this session, participants will be able requests, make the help desk organization to identify ways in which implementing Password more efficient and reduce overall costs a self-help function on their portals can Dilemma per incident. An HDI report backed up dramatically reduce password reset; walk his assertions: the report noted that the away with hints and tips and a roadmap Christopher Wiggins average fully burdened cost per incident on how to boost efficiency and lighten the University of is $30 for each walk-up and $20 for each workload; and identify ways organizations Colorado Colorado phone request compared to just $7 for can develop longer-term plans to move Springs each self-help password reset. While 79 from a traditional help desk environment percent of support centers agree that to an ITIL-based process service desk. J self-help is critical, slightly less than one-third utilize self-service password reset. Replacing passwords can cost organizations tens of thousands of dollars each year. In this session, you’ll learn how implementing a self-help function on the portal dramatically reduced this university’s password reset - the number one incident reported - by 63 percent.
THURSDAY • 11:15 AM–12:15 PM • GRAND SALON C 49 S&S ABSTRACTS An evaluation We design our computing environment increased average CPU utilization of each of private as a centralized system since our server, it is not adversely affected the user cloud system university’s foundation. By our system, experience. We realize that only several users can connect with their desktop tens of servers are enough for use in for desktop environment on a server at anywhere the whole university. Finally, we discuss environments in the campus. Two years ago, we have the effects of private cloud system in built up new private cloud system. For university. J Mikifumi Shikida our system we adopted a combination of Kanae Miyashita three virtualization products: VMware Mototsugu Ueno vSphere, Citrix XenApp, and Microsoft Satoshi Uda Application Virtualization. Our users Japan Adv Inst of consist of graduate students, faculties, Sci & Tech and staffs in the whole university. We can increase efficiency of resource use because they have a different use pattern, respectively. Our other goals are increase of usability and decrease of operation costs. In this paper, we describe the analysis of statistics. Although we have
THURSDAY • 11:15 AM–12:15 PM • GRAND SALON B
Ink, Paper, Universities are always looking for ways approximately 10% more paper than Scissors: to economize, both because of rising 11-point Times New Roman (a 500-page Experiments in costs and because of growing awareness document in Times New Roman would of ecological issues. Printing is a common require an entire extra ream of paper if Cutting Campus target. In 2010, one university changed its printed in Century Gothic). Additionally, Printing Costs default email font from Arial to Century readability experts recommend serif Gothic and encouraged users to use typefaces for longer documents. PTI Malinda Husk Century Gothic for word processing chose to standardize on 11-point Times Indiana University and spreadsheets. The rationale was New Roman for printed documentation that Century Gothic uses 30% less ink such as internal reports and white papers. than Arial. This led Indiana University’s PowerPoint presentations and other Pervasive Technology Institute (PTI) to items with relatively small blocks of text examine its own printing procedures. are done in Century Gothic. Reports for PTI compared several typefaces, external audiences will include a mix of looking at ink usage, paper usage, fonts with deliberate mindfulness toward and readability. We created sample ink and paper usage. In conclusion, documents using placeholder text and choosing a font based solely on how converted the typefaces of previously much ink or paper it uses is dangerous. published documents. We discovered If your message is rendered ineffective by that while Century Gothic may use 30% its presentation, any ink or paper used less ink than Arial, at 10 points it uses can be considered wasted. J
THURSDAY • 11:15 AM–12:15 PM • GRAND SALON A 50 S&S ABSTRACTS Putting iPads The Apple iPad has the potential to change this paper will discuss the logistics of in the Hands of how faculty interact with technology for the program as well as the uses that our J Faculty the purpose of teaching. With the small faculty have found for their iPads. size and touch screen, iPads can be more flexible in a classroom setting than a Kelly Wainwright laptop. With the plethora of apps (short Lewis & Clark College for applications) being created for the iPad, there is tremendous potential for how this new technology can be used to enhance the teaching and learning process. At Lewis & Clark College, IT and the Library were funded to explore this potential by putting iPads in the hands of faculty across all three campuses (Law, Graduate and Undergraduate) and then partnering with these faculty to explore innovative ways they can incorporate the iPads into their teaching and learning process. One semester into the program,
THURSDAY • 11:15 AM–12:15 PM • GRAND SALON E
Movin’ On Up Making one’s way through the “chain of - Finding your command” from lab or project manager way to manager, to unit director and beyond, to IT Directors or even CIOs is an aspiration director, and many of us share. On the one hand, there beyond are the beginnings of a shift in how these upper-level positions are defined and Allan Chen what skill sets are the most appropriate Menlo College and effective. Soft skills such as emotional intelligence and a diverse background are becoming more valuable. On the other, this trend has not taken hold everywhere, and many challenges arise in our efforts to move upward and onward with our careers. This session will be a broad one where attendees will cover different strategies for acting on those schools that have picked up on the new definition of an IT director or CIO, and how to leverage one’s skills to fit within the more traditional model. J
THURSDAY • 3:00 PM–4:00 PM • GRAND SALON D 51 S&S ABSTRACTS Customer Service While we all work in the field of 101: A Refresher technology, at the heart of what we do is For Us All customer service. However this is a skill that we seldom take the time to reflect Kelly Wainwright on or improve. While many consider Lewis & Clark College customer service to be common sense, it still warrants a regular review of the basics. Using the book Delivering Knock Your Socks Off Service by Ron Zemke, this paper will review the basics of customer service to help us all ensure that we are on the correct path. J
THURSDAY • 3:00 PM–4:00 PM • GRAND SALON C
Security With the evolving challenges in this paper we show how the walled Challenges in IT cyberspace there is a need for curriculum infrastructure with computing service infrastructure development in cybersecurity. Students in can be created such that cybersecurity a cybersecurity curriculum need to access curriculum can be institutionalized for Cybersecurity and learn about topics in cybersecurity where students locally and remotely can Curriculum such that they have a clear understanding access this infrastructure. The walled IT Support of the sophistication of threats such that infrastructure is based on risk escalation they can implement mitigation response. wherein connectivity and access to Vijay Anand Development of hands-on curriculum in computing resources is contained Southeast Missouri cybersecurity therefore poses significant as risk to computing infrastructure State University challenges to the information technology increases. We also show IT challenges infrastructure in an instructional in curriculum development on topics of environment. One of the significant hardware, software and networking for challenges involves simulations of a cybersecurity and how virtualization is a cyber-attack requiring the creation of a means for solving the challenges in those walled infrastructure to accommodate respective topics. J the equipment where computing services are hosted. The challenges of containing malicious software which can be released by accident are also significant to the IT infrastructure. In
THURSDAY • 3:00 PM–4:00 PM • GRAND SALON B 52 S&S ABSTRACTS Shake Up Your There are thousands of management beings to “manage” and many of them Management books out there in the world, guiding us fall short of the managers outlined in Style! to lead, follow, create a great team, coach all of the great advice given by authors your team, lead from above, lead from the and facilitators. Whether you work for middle, motivate the team, reward the someone with bad management habits or Karen McRitchie team, reward yourself, manage change, you identify with some of the undesirable Grinnell College manage performance, manage your time, qualities, yourself, it is helpful to be able think inside the box, think outside the to recognize the qualities of these styles box, manage without thinking—whew! and either work to rid the world of the Regardless of the book, article, webinar, not-so-great management habits or learn or seminar that we learn from, it centers some creative techniques in dealing with on the positive aspects of managing and those traits and the people you cannot most find a way to align themselves with change. J the message, often not recognizing their own management styles may actually conflict with the message. What about the negative aspects of managing? Very few IT managers are given proper training or mentoring before being assigned human
THURSDAY • 3:00 PM–4:00 PM • GRAND SALON A
Crafting Great Designing by User Experience - or UX plethora of tools and techniques, we User Experiences - is a key component for software and monitor the changing needs of our users web design and development. Examining and constantly enhance our offerings, Nic Bertino how a user will interact with a product leading to higher satisfaction levels. Santa Clara Law and/or experience navigating through a While we still remain constrained by website is perhaps more important than physical location, storage space and other deciding what features should or should factors, flipping our thought process not be offered in the first place. Without around and making it customer-centric understanding how a user interacts with in a very focused manner has allowed an environment, improving upon or even us to be much more creative in meeting replacing that environment will be a lot needs and improving satisfaction levels. of wasted energy. However, UX principles In this presentation, we will first go are not universal. At SCU Law, we have over classic UX principles as found in spread the concepts to apply to almost various software development and web everything we do, from web development design examples. These, in many ways, to our user support models. We are are the most accessible examples that we redesigning our Help Desk model by experience on a daily basis. We will then asking ourselves “what kind of experience look at how SCU Law has taken those do we want our clients to have?” We ideas and applied them elsewhere, and balance the users’ needs with our goals what changes we have made as a result. J to create a better interaction. Using a
THURSDAY • 4:15 PM–5:15 PM • GRAND SALON C 53 S&S ABSTRACTS ULearn More: American University’s Office ofleveraged the learning management Transitioning Information Technology (OIT) training technology to meet our shared goals, to a Learning unit provides classroom-based and culminating in a successful system launch online training to over 1,800 staff, in February, 2012. We will explore how Management students, and faculty attendees annually. we selected the technical components we System for Staff This group develops, schedules, markets, would utilize, and how we developed a at American and delivers the training. The training common language and unified processes. University unit also evaluates the effectiveness of the We will also discuss the process of training and provides detailed reporting branding our new system as “ULearn,” Jacqueline Palumbo for the university’s staff performance how we created a ULearn portal, and how American University management program. In 2011, the we marketed the system. Lastly, we will OIT training unit was invited to partner explore how we are fostering a “ULearn with the University’s Human Resources More” environment by empowering our department and other campus trainers customers to navigate their own learning to select a vendor and implement an paths. J online Learning Management System for full-time university staff, and faculty with supervisory responsibilities. This presentation will discuss how the team
THURSDAY • 4:15 PM–5:15 PM • GRAND SALON D
Reducing costs, Due to compliance concerns, during software or hardware, as changes made improving the summer of 2011 the University on them would not affect classes or other service, and of Rochester began requiring that all production uses. We installed solid state individuals authenticate in order to use drives in kiosks with a minimal suite of extending the the network. At the same time, budget applications. The time from logon to life of computers constraints forced extending the three- having a fully functional browser dropped with solid state year replacement cycle for computers, to fifteen seconds, and the performance drives and the older machines were both slower of our oldest PCs exceeded a new PC and less reliable—usually due to hard with a regular hard drive. The lifespan Mathew Felthousen drive failures. Student leaders indicated of the PCs could potentially be extended University of that they needed strategically placed by years. Feedback has been so positive Rochester computers, referred to as “kiosks,” to that we are now evaluating switching be optimized for logon time so that all machines to solid state technology. students could have immediate access This paper will discuss the results of to email and the web between classes. our performance testing of solid state They would also accept a reduced suite drives, including the performance gains of applications on kiosks if it meant faster in all types of applications, and the costs logon times. There are fewer than twenty involved, both in implementing solid kiosks across campus, compared to more state drives on already deployed PCs, and than 550 public machines total. Kiosks avoided due to not having to replace PCs are ideal for evaluating experimental as often. J
THURSDAY • 4:15 PM–5:15 PM • GRAND SALON B 54 S&S ABSTRACTS Google Apps Many campuses are looking to move to beginning Summer of 2011. Faculty and for Education: cloud-based or hosted e-mail solutions. staff migration began in December 2011 Valparaiso This paper will cover Valparaisoand was rolled out on a department by University’s decision to move to the department basis throughout the Spring University’s Google Apps for Education platform 2012 Semester. Heavy promotion and Migration and our campus migration strategy. utilization of multiple “Meet Google Experience Google Apps offers significant savings in Apps” presentations greatly enhanced both cost of service and cost of support communication about the process and Matt Smith / maintenance while simultaneously reduced migration anxiety. Apps were Richard Orelup offering functionality improvements to limited during migration process to Becky Klein the campus experience over our previous those that reproduced existing system Valparaiso University system. Valparaiso University was using functionality to avoid over-taxing IT the GroupWise e-mail and calendaring support resources. Valparaiso University’s system and began the process of migrating migration process has been refined all of campus to the Google Apps for several times and overall feedback from Education platform in early 2011. students, faculty, and staff has been very Our process began with a student led positive throughout the process. J evaluation team to select the new platform and started rolling out to new students
THURSDAY • 3:00 PM–4:00 PM • GRAND SALON A
Transitioning Our paper demonstrates how UTSA’s to Universal Office of Information Technology, Print Queue and Student Computing Services revolutionized student printing and Remote Campus copying at the University of Texas at Distribution of San Antonio with “Print-Spot.” Through Printing and our Print-Spot printing program we are Copying Services able to provide students the capability to print from anywhere to anywhere Leonard Williams including from home to campus. During Almond Dillard this time of austere budgets and finances Roxann Koch we are able to lower the costs of student University of Texas, printing on campus for the colleges, the San Antonio students and OIT, as well as remove the burden of providing copy capability from UTSA’s Auxiliary Business Services, while improving the capabilities and the management of student printing and copying campus wide. J
THURSDAY • 4:15 PM–5:15 PM • GRAND SALON E 55 S&S ABSTRACTS Discuss IT: The There are as many descriptions of what points and cautions to selecting various Clouds Surround a cloud is as there are providers of cloud cloud services for your business. J Us: Everything services. This discussion intends to describe the various cloud services, how You Ever Wanted they are used, the providers who most To Know prominently deliver those services today About Cloud and the concerns and associated risks Computing And surrounding cloud services. Hoping More to break down some of the confusion, focus points will be on what the various Stephen A. Vieira services offer, the security issues The Community relative to the cloud and the support College of Rhode and integration concerns information Island technology departments have in regard to these services. In many cases, the cloud can and will deliver outstanding support for specific requirements that have been carefully determined by businesses. This session will provide important decision
FRIDAY • 8:30 AM–9:30 AM • GRAND SALON D
Getting the Most Many of us have a love–hate relationship Out of Your Help with our Help Desk software. Often Desk Software seen as a necessary evil, it can be a great source of frustration for IT staff as well as our clients. When we look for a way to Miranda Carney- eliminate our frustrations, we often look Morris first for a software solution, confident Elizabeth Young that all we need is a program with the Lewis & Clark College “right” feature set. Less attention is paid to how our management team, help desk staff, and clients are using the systems we already have in place. In this paper, we’ll discuss how a disconnect between implementation and procedures and an institution’s culture can be the root cause of Help Desk software failures and frustrations and share strategies for improving overall satisfaction with your current Help Desk system. J
FRIDAY • 8:30 AM–9:30 AM • GRAND SALON C 56 S&S ABSTRACTS Modern Version Version control is widely considered a servers enjoying the same redundancy Control: Creating litmus test for development environments, and overhead reduction as well. We as a An Efficient yet some institutions continue to disregard team are able to do more, more efficiently, it. Even worse, some have implemented without requiring more resources. We have Development old, archaic technology that is extremely developed an ecosystem of development, Ecosystem inefficient in the modern developer’s testing, deployment, and then more workflow. In today’s higher ed technology development and testing that has become Nic Bertino world, any point of inefficiency can have self-sustaining. The establishment of or Santa Clara Law dramatic effects. When I began at Santa conversion to a distributed version control Clara University School of Law in May system requires thoughtful planning and of 2011, I wanted to start contributing little else. An assortment of free or open code as quickly as possible. This meant source options makes it a low-cost, high- interacting with the existing version impact proposal for any development control system, Subversion (SVN). After team. As “writing scripts” becomes more our conversion to Git, we reduced our and more like actual development in repository size from 4.7 gigabytes to 384 many departments, understanding this megabytes while gaining flexibility and relationship has become very important. increasing efficiency. Not only are people J benefitting from the use of Git, but our
FRIDAY • 8:30 AM–9:30 AM • GRAND SALON B
We’re Going In the 2011-2012 academic year, Lewis & publicizing large-scale changes, reaching Google! Making Clark College migrated its email system traditionally non-responsive groups the Most of to Google Apps for Education. To support such as students and adjunct faculty, this project, a Marketing and Branding and coordinating marketing on multiple Marketing Committee planned how best to keep campuses. Benefits that come with a our community informed and updated strong, integrated marketing campaign Julio Appling before and during the migration period. will be addressed as well, which include Lewis & Clark College This project brought new opportunities leveraging the increased face time to build to forge relationships with our users and maintain a social media presence and over the short and long term, as they using the excitement of new products and relied heavily on the IT department for services to bolster existing services and support during the transition. Integrating programs. J our marketing with our existing services improved attendance in our training and information sessions, and provided a key point of contact with our users in both providing project updates and receiving feedback. This session explores the challenges of marketing and branding our campus email migration to Google Apps for Education, which included
FRIDAY • 8:30 AM–9:30 AM • GRAND SALON A 57 S&S ABSTRACTS Fine Tuning At West Virginia University, the Office Learn 9 and Blackboard Collaborate Online Faculty of Information Technology and the products over the next two years. J Development Instructional Technology Resource Center have been teaching a variety of Workshops online faculty development workshops since the spring of 2008. We currently Kathy Fletcher use Blackboard Vista and Wimba West Virginia Classroom as our platforms to deliver University self-paced workshops and synchronous live webinars. I plan to talk about refinements we have made over the past four years based on lessons learned while developing our current program. Issues include managing enrollment and providing follow-up support in addition to workshop design and delivery. I also plan to discuss future challenges facing our workshop development efforts as WVU prepares to migrate to Blackboard
FRIDAY • 8:30 AM–9:30 AM • GRAND SALON D
Every Day is Satisfying the expectations of both the IT concerned with daily reactive operations. Like Survival: organization and the department, while We are caught between a rock and hard Here, There and maintaining momentum of our own place. And what does this mean for our professional development, is often tricky. own professional growth and learning Everywhere We strive to align our work with the goals opportunities? It is possible to both rock of the organization, but are interrupted by and roll even while being pulled in many Mo Nishiyama the immediate needs of our department. directions. Even when we are urged to OHSU We work to strategize long-term but are spend more time embracing the foxhole, Lucas Friedrichsen asked to put out fires at a moment’s notice. we can shine while contributing beyond Oregon State We struggle to reconcile the disparities the silo. Reaching the area of optimal University between following the goals of upper production is a never ending experiment management and sometimes conflicting where the target moves daily, but it can edicts of direct management. We wonder be done by increasing self-awareness, if it is possible to provide superb customer aligning our activities with our truth, and service, apply innovation in our work, applying a bit of political savvy. J and simply produce in spite of often conflicting goals. Showing dedication to the organizational goals often results in our immediate peers and management questioning our commitment to the immediate department, who are more
FRIDAY • 9:40 AM–10:40 AM • GRAND SALON D 58 S&S ABSTRACTS Operational Saitama University in Japan is located in servers could not run because the rolling Experiences from the Tokyo metropolitan area. The effect power blackouts frequently caused the Viewpoint of the earthquake at the university was hardware troubles. As a result, it was nothing. However, the earthquake caused difficult for the people of university to use of University indirectly many damages to the university. communication tools such as E-mail, Web IT System The earthquake influenced operations of and so on. This paper explains operational Administrators in the university information infrastructure, experiences and lessons based on the the Metropolitan whose system administrators had to experiences from the viewpoint of system Area on East take several actions in order to keep administrators in Saitama University. Japan Great the infrastructure in service. One of the This paper also discusses operation and damages of the earthquake is rolling management of information system in Earthquake power blackout. The earthquake caused disasters; this discussion is helpful for damages to the electric power plants system administrators. J Kohichi Ogawa including Fukushima Daiichi Nuclear Noriaki Yoshiura Power Plant. The area in and around Saitama University Tokyo, the Metropolitan Area in Japan, is short of electric power and rolling power blackouts are necessary. Some important servers such as Web servers and E-mail
FRIDAY • 9:40 AM–10:40 AM • GRAND SALON E
Come join us for the 2013 Student Technology Conference hosted by Purdue University!
Whether you’re a seasoned veteran of the Geek Olympics, or a first-time attendee, you can join your fellow colleagues for five days of learning, collaboration, and fun. ResNet’s Student Technology Conference is a great place to gain new skills, learn new ideas, and see how others in Higher Education are approaching the same problems you face.
Outside of sessions, you can explore Purdue University, the Greater Lafayette community, and beyond. Purdue’s campus is filled with a variety of beautiful brick buildings, two nearby golf courses, a newly renovated recreational sports center, and award winning housing and dining facilities. Sample Greater Lafayette’s terrific food and nightlife, with over 250 restaurants you are bound to find the perfect meal for any appetite.
After enjoying a number of great dining options, explore many of the area’s recreational, architectural, and historical sites. Or for a larger urban experience take a short drive or train ride to Indianapolis or Chicago (1 and 2 hours respectively).
Purdue is easily accessible by car, train, or plane so you have no reason not to attend the 2013 Student Technology Conference.
Purdue University, June 20-25, 2013 http://resnetsymposium.org/resnet2013 59 NOTES
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