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

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

Table of Contents

Collaboration...............2

Leadership....................4

Faculty Spotlight &

Security Tip...................5

Updates &

Future Events................6

Did You Know?............7

Benchmarks &

Accountibility...............8

Information Technology

Pepperdine Help Desk

Available 24/7

(310) 506-HELP or

(866) 767-8623

IT Website

community.pepperdine.edu/it

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INSIGHT | MAY | 2012

M A Y / 2 0 1 2

C O L L A B O R A T I O N

InsighT Report: A New Name, A New Style, A Better Understanding of IT’s PurposeInformation Technology (IT) is proud to present the new InsighT Monthly Report. Designed by one

of Pepperdine’s own and cleverly renamed by an IT staff member and approved by the mem-

bers of IT’s Leadership Council, the new InsighT Report will be a great display of the partnerships,

leaderships, and collaborations that IT staff take part in every day at Pepperdine.

From the Collins English Dictionary, InsighT is the ability to perceive clearly or deeply; or an often

sudden understanding of a complex situation or problem. IT staff strive every day to provide their

best technology InsighT to assist their colleagues, may it be faculty members, deans or adminis-

trative staff, in achieving their objectives. For it is these partnerships and collaborative work that

help provide the University’s students a place where they can flourish and grow to live purposeful

lives in leadership.

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

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

INSIGHT, (N) THE ABILITY TO PERCEIVE CLEARLY OR DEEPLY; OR AN OFTEN SUDDEN UNDERSTAND-ING OF A COMPLEX SITUATION. - Collins English Dictionary

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INSIGHT | MAY | 2012

Waitley has been with the Pepperdine community for more than eight years. Starting at the

Malibu campus in May 2004, Waitley ran the Presentation Services department for three years

before taking a position at the West Los Angeles campus. During that time he completed his

Master of Science degree in Instructional Design and Technology and is currently nearing com-

pletion of his MBA at the Graziadio School of Business and Management. Waitley also serves as

lead teaching assistant for one of GSBM’s economics professors.

An InsighT-ful Look into the Creation of the New Monthly Report

Meet the people who gave new character to

IT’s InsighT report. To help rename the monthly re-

ports, Chief Information Officer Jonathan See held

a contest to see who could think of the best name.

Micheal Waitley, senior client technologies analyst,

won the contest. What inspired this name? “The name

just spontaneously popped in my head over the

weekend,” Waitley said. “But I think the word fits be-

cause to me it represents transparency and honesty,

which leads to a deeper understanding of what goes

on within the confines of IT.”

The design came from the talented mind of Seaver stu-

dent Allison Brunton. Brunton is responsible for all of the

new graphics seen in IT’s communication campaigns and

throughout IT’s website. From Portland, Oregon, Brunton

graduated in the spring of 2012 with a Bachelor of Arts de-

gree in Advertising and Multimedia Design. She loves noth-

ing more than playing with Photoshop, layouts, and type-

faces for hours on end and hopes to pursue a career based

upon these interests. A few notable projects include t-shirt

designs for her Pepperdine Songfest group, logo design for

the “5 for 5” alumni campaign, her senior capstone ad-

vertising class in which she developed a 3-4 year creative

campaign for a new product, and of course in-house work

for Pepperdine’s Information Technology department.

Allison Brunton

Micheal Waitley

Seaver Graduate 2012

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INSIGHT | MAY | 2012

L E A D E R S H I PIT Staff Take Students on Tour of Pepperdine’s Data Center in Malibu

In early May 2012, Information Technology staff

including Kevin Phan, director of Systems and

Networking, took Seaver students on a tour of

Malibu’s data center.

Associate Professor Nicole Velasquez of Seaver

College and her business students got a first-

hand look at the servers that run critical applica-

tions such as PeopleSoft, email, and information

security.

AVT Group Provide Exceptional Support at the 69th Annual Bible Lectures at Malibu

Information Technology’s Audio Visual Technologies (AVT) group provided exceptional support

at Pepperdine’s 69th Annual Bible Lecture series held at the Malibu campus from May 1-4, 2012.

With more than 350 speakers participating in the Bible lectures, the AVT team also provided

support to 200 other functions happening that week. In coordination with the Seaver Technol-

ogy Liaisons and Anytime Support teams the technology needs for presenters and high level

programs in the Firestone Fieldhouse, Elkins Auditorium, Stauffer Chapel, and Rockwell Dining

Area were successful.

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INSIGHT | MAY | 2012

Faculty Technology SpotlightProfessor James DiLellio, GSBM

The “Tests & Quiz-

zes” tool in Courses

(powered by Sakai),

Pepperdine’s learning

management system,

can be used in a vari-

ety of ways to enhance

learning.

Professor James DiLellio at Graziadio

School of Business and Management

(GSBM), spoke about the successes and

challenges he faced when using this tool

for his classes during the Technology and

Learning’s Faculty Speaker Series.

The Faculty Speaker Series invites fac-

ulty from all five schools of Pepperdine

to share their experiences teaching with

technology.

Currently, the series has six exceptional

faculty speaking on how they are en-

hancing the classroom experience with

technology.

Click here to view the entire Faculty

Speaker Series.

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

Perhaps the most common way Pepper-

dine computers become infected is via

“drive-by” malware, so called because all

you have to do to become infected is just

visit a web page. Attacks most often hap-

pen when the malware distributors attack

your computer via an ad they hire on a le-

gitimate website. The key to their attack is

simply that you are using the web without

updated software on your computer --

especially Flash, Quicktime, Java & Reader.

Anti-virus alone is not enough protection,

so check your browser today, visit http://

browsercheck.pepperdine.edu to see if

your computer requires software updates.

For more information on securing your mo-

bile device or Macintosh or Windows com-

puter, see our quick references at http://

community.pepperdine.edu/it/security/

quickref/.

Protect Yourself From Drive-by Malware

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INSIGHT | MAY | 2012

Technology Request Forms (TRF) are available on the IT website to allow the Pepperdine

community to make online technology requests, such as Audio Visual rentals and Canon

copier services. Recently, IT staff including Sean Fife from the Application Integration Group

and Lynn White and Jerry Hoover from Anytime Support improved the TRFs to automatically

create help desk tickets with proper initial support group assignments.

This improvement not only streamlines the

creation of help desk tickets; it allows IT

to better track and report on requests

made by the University community. This

work also sets the stage for the creation

of a custom technology service request

form that will give the community an al-

ternative to calling the help desk to make

technology requests. Visit the Technology

Request Forms today at

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

forms/.

Information Technology recently released the 2012 summer upgrade schedule for the Peo-

pleSoft/WaveNet system. These upgrades are important to IT’s multi-year project, which aims

to improve user experience, stability, and reliability of the PeopleSoft system. During these

upgrades, IT staff will be working on the technology that supports the system, which will cause

certain areas of WaveNet to be unavailable. Please visit the following page to see how you

will be affected by the upgrades: bitly.com/waveup.

Technology Request Forms Allow Community to Make Technology Requests Online

U P D A T E S

F U T U R E E V E N T SSummer Upgrade Schedule for the PeopleSoft/WaveNet System Now Available

Need Training on PeopleSoft or Simpler? June and July Schedule Now Available

PeopleSoft and Simpler training for the months of June and July are now available. These

classes are a great opportunity for you to brush up on your skills and review important policies

and procedures. To register or view the class schedule, visit the IT Training Calendar. For ques-

tions contact Len Krukowski at leonard.krukowski@pepperdine.edu.

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INSIGHT | MAY | 2012

D I D Y O U K N O W . . . ?During Finals 7,500 Wireless Devices Accessed the Pepperdine Network

As students become more reliant on their

mobile devices to assist them in their studies,

having a reliable wireless infrastructure will

remain one of Information Technology’s (IT) top

priorities. During finals in the 2012 spring term, IT

staff saw more than 7,500 wireless devices ac-

cess the Peppedine network.

In order to prepare for this increased load during

the summer of 2011 IT staff increased the Mali-

bu Internet bandwidth from 45 megabits to 300

megabits. The image below shows the Internet

activity during the last weeks of the term.

To further optimize traffic at the Malibu campus,

IT’s Network Engineering team is routing some

of the Malibu Internet traffic through the West

Los Angeles (WLA) campus. By utilizing WLA,

IT has alleviated Internet traffic to the Malibu

campus, ensuring the Pepperdine community

experiences a more reliable and faster Internet.

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INSIGHT | MAY | 2012

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

Anytime Support Desk. During April 2012, there were 2,035 requests for support managed

through the Anytime Support Desk. Of these requests, 77 percent were resolved within two

days and 95 percent were resolved in fewer than five days. The average wait time for indi-

viduals calling the Anytime Support Desk was 36 seconds. Eighty-nine percent of requests

were resolved by the Anytime Support Desk on the first call.

Online Requests. In April 2012, there were 214 additional requests for support managed

through online web request forms. The top two types of online requests were: audio-visual

service (49) and network requests (62).

Anytime Support User Survey. Through an automated feedback process, all Anytime Support

Desk callers have the opportunity to complete a web-based satisfaction survey. In April 2012,

214 (11 percent) of 1,808 survey requests sent to customers were submitted. The four-question

survey uses a “1 to 5” sliding scale with “4.00-5.00” equal to Excellent.

S u b s c r i b e o r T e l l U s W h a t y o u T h i n k A b o u t t h e M o n t h l y R e p o r t s

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

question or comment about the new report? Drop us a line at techcomm@pepperdine.edu.