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San José/Evergreen Community College District:A Review of Information Technology

April, 2006

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Strata Information Group

Discussion Agenda

• Review assessment process

• General observations

• Recommendations– Instructional technology

– Network and infrastructure

– IT staffing and organization

– Administrative information systems – Datatel

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Assessment Process Activities

• Scope of Assessment– Review District and Colleges IT organization– Evaluate IT advisory/governance structures District and Colleges– Review IT planning processes– Assess instructional technology needs– Evaluate College and District communication– Review infrastructure and network– Future technology plans and the ability to support them

• Documents Reviewed– College and District Office information technology plans– College and District IT organization charts– Network architecture and design– ITSS position descriptions– Contracts with Datatel and Oracle– Various documents from faculty and staff submitted during interviews

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Assessment Process (Continued)

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Interviews with staff

District Office•9 Administration, 12 Classified

San Jose City College•22 Administration, 16 Faculty, 9 Classified

Evergreen Valley College•17 Administration, 14 Faculty, 15 Classified

General Observations

• Each College and the District Office have developed technology plans, but with little collaboration

• Each College has an active technology committee

• The local IT support organizations on each College are effective

• Recent upgrades in hardware have significantly improved performance for Datatel at the Colleges

• There is recognition by faculty and staff that there are significant issues with technology that need to be addressed

• ITSS is perceived as working hard, but understaffed and need more training with Datatel

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General Observations (continued)

• Information technology at the Colleges is not sufficient to meet needs

• Budgeting for technology at the District and Colleges is inadequate

• Recent reductions in campus technology leadership positions are problematic

• There is a lack of confidence in District IT leadership at the Colleges

• There is a perception that there is no “vision” for technology within the District

• There is a lack of effective communication between the Colleges and the District concerning information technology

• There is a MAJOR disconnect between technology expectations on campus and existing capabilities and available funding

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• Web registration is perceived as problematic, not reliable, discouraging to students, and possibly causing enrollment losses – WebAdvisor 3.x may address some of these issues; focus group to review product prior to implementation

• There are email limitations that frustrate users – ITSS has recently increased the storage limit and the size of files for attachments in email

• Desktop computers are aging and there is no realistic replacement plan or budget for updating and replacing them over time at the Colleges

• The use of the Internet to enhance instruction and/or increase online courses is handicapped by restricted faculty access to web servers and support for WebCT

• There is not a consistent approach for faculty training and support with technology

• The tight control of faculty desktops and web-servers by ITSS and local support staff frustrates faculty

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• There is inadequate involvement of IT staff in the design and budgeting for bond construction e.g. new VoIP telephone system – Recently addressed

• There are only a few Datatel clients that are using Oracle as the database; as a result the ability of SJECCD to share programs, code, etc from other Datatel sites is severely impacted

• There is a need for substantial training in all departments related to the use of Datatel

• Datatel is viewed as “dysfunctional”. Users do not trust the data, can’t generate required reports, are not trained in its use and are highly frustrated

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Recommendations – Instructional Technology

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• Develop and implement a faculty and staff computer replacement schedule: o Establish and publish minimum standards for computerso Continue to maintain a detailed inventory of campus technologyo Implement a 4 or 5 year replacement plan

• Establish and maintain minimum standards for software for faculty computers

• Include affected faculty and IT staff in all phases of new bond funded buildings to insure that that the installed technology is appropriate and there is sufficient budget allocated to equip the new facilities with smart classrooms, computer labs, etc.

• Continue to install smart classrooms as part of all new construction. In addition, develop a plan and budget for upgrading existing smart classrooms. Media Services at each College and the faculty need to work together to develop standards for classrooms as well as consider new instructional technologies

• Extend the wireless network throughout each College. Give high priority to labs and student gathering places and classrooms – City College nearly completed.

• Provide regular and consistent training for faculty on the use of technology for teaching and learning. Consider establishing and staffing faculty resource centers on each campus. (City College)

Recommendations – Instructional Technology (Continued)

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• Increase faculty use of the Internet for instruction and online learning:o upgrade WebCT server to Campus Vista. Include licensing cost as an annual budget line item

o Allow faculty to access administrative functions of WebCT and faculty web server (EVC) from off campus

o Provide support and training for faculty who are teaching online through a faculty and staff resource center

• Improve communications between IT and faculty:o Increase effective faculty participation in IT planning and priorities. Faculty need to feel that

they are the leaders of instructional technology

o ITSS needs to be an active and responsive participant in College technology committees; Equally, faculty need to participate in District IT committees where they exist

o ITSS needs to work with Media Services at each College to define its role in supporting instruction e.g. WebCT, email, etc. Likewise, faculty need to have reasonable goals and expectations.

o College technology committees must play a more significant role in not only planning, but in implementing campus technology. This includes providing a forum for robust discussions of about technology and learning.

• At City College promote the use of Google mail for students and faculty

Recommendations – Network Services & Infrastructure

• Support: ITSS should develop clearly defined service level agreements with the Colleges to clarify support responsibilities. Issues include:

– College expectations of 24 X 7 support, but ITSS staffing available during business hours– Cabling, network equipment, DHCP, DNS, wireless, network security and other services– Colleges & District Office should use the same helpdesk software to track problems & requests

• New VoIP telephone system: planning and implementation of the new telephone system should include a network assessment, definition of network standards to ensure quality of service, and assignment of responsibilities for support and maintenance. There is an expectation that the new telephone system will provide new network equipment to all locations and resolve any cable plant and/or network needs for the foreseeable future – Network assessment is in progress

• Desktop standards: develop and implement a plan to adopt a consistent set of desktop tools across the District e.g. all staff should have Word2003

• Email: develop a plan to increase storage allocations to all faculty and staff; will become more significant when the new VoIP telephone system is implemented if unified messaging is deployed

• Bandwidth: continue to increase network bandwidth to the desktop – 100MB/s should be the minimum standard

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Recommendations - IT Staffing & Organization

• Consider establishing a Chief Information Officer position to provide increased leadership, management, support for information technology, improved communication and out-reach

• Conduct IT planning using a collaborative approach between the Colleges and ITSS to ensure that the plans are consistent, realistic, implementable and “fit together” –District is implementing a new planning and budget committee structure which will address this recommendation

• The CTC at City College should reevaluate its role, responsibilities and charge to more effectively participate in leading technology and innovation

• Develop a more effective IT advisory committee structure for administrative systems to set priorities, improve communication; the committee structure should include groups for the student services, fiscal, financial aid and human resources areas

• Reestablish a districtwide Datatel users group • Develop training profiles for the ITSS staff with a specific focus on Datatel• Additional programming staff are required in ITSS

– Several staff could retire within the next few years – a transition strategy is required

• Each College has a need for more desktop support

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I.T.S.S. Director

Paul Klepac

Sr. Administrative AssistantCathy Beyer

Network TechnicianNilda O’Connor

Sr. Network TechnicianEdwin Gaitan

Microsoft SysAdminKha Nguyen

UNIX SysAdminDanny Hawkins

Network & Systems MgrPaul Klepac

Network TechnicianErnest Bermudez

Sr. Programmer AnalystBarbara Fregona

Database AdministratorRenee Lyons

Application MgrDolly Zen

Sr. Programmer AnalystArlene Amelia

Programmer AnalystRuth Wang

Programmer AnalystPaul Liu

Graphic Design SpecialistJeff Fasbinder

Reprographics SupervisorSherry Hood

Help Desk LeadIrene Gutierrez

Help Desk OperatorWilliam Wells

Help Desk OperatorTien Phan

Telecom System TechnicianElizabeth Juarez

Telecom Operator IIRosalinda Mello

Mailing Svcs Lead TechnicianJason Broggi

Production CoordinatorKhanh Vo

Reprographics TechnicianNam Vo

Reprographics TechnicianNam Nguyen

Binding & Finishing SpecialistTho Nguyen

Document Ctr. Specialist EVCAnne Castaneda

Reprographics Assistant EVCArt Partida

Office Support SpecialistVacant

Information Technology Services & Support

Recommendations – Datatel

• Invite Datatel CEO to meet with the management team to discuss issues, problems, needs, concerns and the future of the Oracle version of Colleague; develop a plan with Datatel to provide assistance

• Conduct an “audit” of the functional implementation of Datatel – much functionality has NOT been implemented and staff are minimally using the system in many areas

– Based on the audit, conduct business process analysis to change existing business procedures to more closely align with the way Datatel functions

– Evaluate the possibility of “re-implementing” Datatel – substantial training is required in all areas to address many of the issues now being experienced

– Implement those Datatel modules which are determined to be of benefit

• Develop and implement an end-user reporting strategy– This should include a users group to assist in defining what reports are needed for each area– Deploy tools that can be used by the end-user and reduce the dependence upon ITSS for

creating all reports – Oracle Discoverer has been acquired and is in the process of being implemented

– Bring in external resources to assist with the implementation and deployment of the reporting strategy

• Training, training, training…

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Questions?

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San Jose/Evergreen Community College District District Technology Services and Support

Report for 2008-09

Tom Onwiler, Acting Chief Technology Officer

Report for 2008-09

District Technology Services & Support Page 2 / 10

General Observations

General Comments

During the past year the ITSS and CTSS teams have completed many major technology projects, policies and plans for the district and made significant progress on a number of others. The projects are outlined below with brief descriptions of each. These projects are part of our continued efforts in meeting and exceeding the Chancellor’s goals to provide for high quality instructional services and excellent support services to meet student and employee needs.

Technology training has been a key element of every project both current and past. The District’s ability to use technology depends on good training and continues to be a high priority for ITSS. We have scheduled and conducted training in several key areas, with plans to continue to conduct regular technology meetings with personnel from all sites to ensure effective training and use of our resources.

In addition to all of the many ongoing tasks outlined below, the ITSS and CTSS teams have made efficient use of District funds to implement projects that will help to bring the technology in the District up to a “Silicon Valley” level. These include a Technology Replacement Plan, Voice over IP, Wireless Networking, and a Reporting Portal. In addition to significantly improving the technology in the District, the teams have worked to ensure that the technology is used to improve efficiency and communications while helping to reduce costs.

The District technology teams have also dedicated a great deal of time to moving functions and processes from paper to online. This has resulted in great time savings and significant improvement to student and staff services. In several cases these improvements have resulted in reduced lines and wait time, improved accuracy in reporting, reduced workloads, reduced overtime, and an overall improved attitude toward the use of technology in the District.

ITSS is also developing methods to calculate cost savings that result from reducing power consumption and the amount of paper printed. Some of these potential savings are identified in this report. We are hoping to help everyone in the district move towards a more digital and Greener environment and reduce costs.

The hard work and dedication of the ITSS and CTSS teams as well as our users has resulted in a banner year for technology in the District. Many thanks to the teams for making it all go very smoothly.

Ongoing Support

Datatel

Below is a list of some of the most significant projects the Applications team has undertaken in support of the Datatel Colleague system.

• Datatel & MyWeb continue to work well with high availability and good response time. The ITSS team has resolved the issues that had previously caused problems and set plans in place to provide for faster, more efficient processing

• New Chart of Accounts - The ITSS Applications Team is currently working with the Business Office on the implementation of the new chart of accounts and the Datatel Budget Management module

Report for 2008-09


• Both colleges have begun using Add Authorization Codes for students to add classes. EVC is in full production and SJCC will be starting Fall 2009. The A&R department was trained on the workflow and how to troubleshoot the problems

• Bank change - The Applications Team assisted the Business and Payroll offices in moving the check processes to Bank of America

• The Applications Team is working with HR on a Seniority report and set up of a new salary grade. • Implemented a new Contact Update screen on MyWeb, so all changes to address, phone and email

will be instantaneously made to the database • Completed the project to extract student information and load into OneCallNow for emergency

messages to notify all students in the event of a disaster • Working with both Financial Aid offices to modify and test the new Satisfactory Progress workflow. • Set up integration between Datatel and Blackboard 8.0 and working on the implementation of batch

integration between Datatel and the Moodle course management system • Developing enrollment reports and management reports on the Reporting Portal for RIE • Implemented Online Parking Permit System - Modified MyWeb to allow students to purchase parking

permits • Student’s registration statements are viewable on MyWeb • Online census rosters are in the process of being implemented at both campuses • Communication Management codes implemented for Financial Aid offices for automated email • Implemented the new ethnic codes mandated by Department of Education • Reporting Portal Implementation • Working with VPs to clean up contact hour information • Provided Ad Hoc reports as requested • Developed an export process of Alumni information for Foundation • Re-implementing the Datatel Degree Audit module with plans to have it in use for the Fall 09 term • Set up integration between Datatel and SARS-GRID and SARS-TRAK and created contacts and lab

hours report to State • Allow students to view their registration priorities on MyWeb • Upgraded EPOS TREG system • Implemented many Discoverer reports • Implemented a process to calculate the various section dates for daily census classes • Assisted both colleges and provided data/reports for Matriculation Site visits • Implemented and supported CCC Apply • Implemented a new medical billing extract for EVC Health Center • Installed Datatel software updates and upgraded Datatel listeners

MIS Reporting

• All MIS reports were completed and submitted on time • Implement MIS program changes

Misc

• Started a SJECCD Datatel Users Group (DUG) • Datatel action planning / interviews • Upgraded the Library system to Millennium 2007, assisted the Library to set up the email notice system

Report for 2008-09


Policies & Procedures

Student Computer Acceptable Use Policy

In conjunction with the roll out of Wireless access across the district, ITSS worked with EVC & SJCC CTSS teams to draft a Student Computer Acceptable Use policy to help protect this resource and ensure its availability. The policy was reviewed by Student Life and ASB at both campuses and set as an acceptance page for access to the Student network.

SJECCD Computer and Network Use Policy & Procedures

ITSS and the Vice Chancellor worked with the Faculty Association and District Council representatives to come to an agreement on a SJECCD Computer and Network Use Policy & Procedures. This was reviewed by both Campus Technology Committees and was approved by the Board in May 2009.

Projects

Active Campus Portal

ITSS is in the process of planning and implementation of the Datatel Active Campus Portal. We have shared the demo with many groups across the District and will continue to expand and share information as the implementation grows. To date all hardware and software are setup on the servers and the teams are working on creating web pages for the system. Currently we are looking at a pilot in the fall semester and going live in spring of 2010.

Implementation of the Active Campus Portal will give the District an easy and convenient means to store, share and access information electronically and should assist in reducing the amount of printing.

AT&T Opt-e-man

ITSS worked with SJCC CTSS, AT&T and Salas O’Brian to implement a 10MB Opt-e-man fiber connection between the District Office and San Jose City College to accommodate the additional data that will be generated when VoIP is implemented.

CCC Tran

District ITSS and SJCC staff successfully used internal and external resources to create the computer programs necessary to allow for the online request and transfer of transcripts. Currently SJCC and EVC are set up to exchange transcript information with San Jose State University. The District will be expanding this to other California institutions of higher education in the near future.

ITSS applied for and received a $5,000 grant for both SJCC and EVC for the operation of CCC Tran for the first year which offset the cost of running the e-transcript system.

Course Management System

The Blackboard Course Management system has been a source of frustration since the Web CT system in use in the District was purchased by Blackboard. The system had many bugs and didn’t integrate with Datatel. After extensive negotiations, Blackboard agreed to provide SJECCD with their new Datatel integration program free of additional charge. ITSS staff worked with Blackboard techs to

Report for 2008-09


install and test this interface, but later found that there were many significant issues that couldn’t be resolved.

As a result, the Course Management Taskforce decided to explore the use of an open-source system, Moodle. The Moodle server was up and piloted in the Spring to allow the faculty to test and compare Blackboard and Moodle. The Spring pilot of Moodle was successful and ITSS created a process to automatically setup all courses and students in Moodle for fall semester.

The Course Management Taskforce is recommending a full migration from Blackboard to Moodle in the 2009-10 school year. The recommendation will go to the college committees at their first meeting in the fall. This move could save the District $50,000 per year.

Digital Storefront

Reprographics has begun implementation of the IKON Digital Storefront solution for online printing requests. This system will allow users to easily and conveniently enter requests for printing and will aid Reprographics in managing the work flow.

Reprographics participated in a web demo of the Digital Storefront software in order to better understand the features and capabilities as we determine how to configure the software to meet the needs of the end users. Repro is developing a pricing structure to begin charge backs and is moving forward with support from IKON to provide the most comprehensive and cost effective services to the District while covering print production expenses.

Document Imaging

After viewing demos and reviewing proposals from several potential vendors the team, consisting of people from departments across the District, chose Perceptive Software Image Now Document imaging solution. We have included Reprographics in this process as we are planning to use this as a resource to scan and store the documents. The project began with HR in May, was rolled out to both A&R departments in June and will continue with Workforce Institute later this year.

The implementation of the document imaging solution has gone well for both HR and the A&R departments. During the summer ITSS will be working with these departments to setup the internal process necessary to capture, store, backup and retrieve electronic documents. We are working on the calculation of savings that will result from implementing this document imaging system.

Fiber Upgrade

ITSS and EVC CTSS teams worked with Core Communications to install a new optical fiber cable between the District Offices and EVC network hubs. This new capacity will give the District greater flexibility in the placement of servers, network equipment and applications, including the ability to move the backup systems to a different location.

“Going Green”

ITSS has developed a list of IT Efficiency Items that will help the District to significantly reduce the amount of paper printed and stored, as well as reduce power consumption. These IT Green Initiatives are beginning to be implemented throughout the District with an emphasis on sustainability and cost savings. Possible cost savings have been calculated for many of the items, giving them greater importance in these tight budget times. We are planning new “greener” virtual environments for our server rooms as well as much greener LCD monitors.

Report for 2008-09


These Green Initiatives tie into many of the other projects already in progress which will help our District to be Greener, more efficient and reduce expenses. Possible cost savings have been computed and added to the list, helping to bolster the importance of these initiatives.

ITSS is continuing to work with departments across the District to identify and implement Green Initiatives. We are hoping to help everyone in the district move towards a more digital and Greener environment.

Online Rosters & Census Submission

ITSS is working with A&R and faculty at both campuses to implement Online Rosters and Census Submission through Datatel Web Advisor. Working with the faculty leadership we have developed a three stage implementation plan to 1) test, 2) pilot and 3) implement an electronic method for instructors to view and download rosters for their classes and then enter and submit census rosters online. The testing phase is taking place during the summer sessions with pilot scheduled for fall and implementation in spring 2010. All phases include training and feedback opportunities.

Opt-e-man Upgrade

ITSS and SJCC CTSS teams worked with AT&T to install a new Opt-e-man connection between the District Offices and SJCC network hubs. This new capacity will give the District greater flexibility in the placement of servers, network equipment and applications, and help to support the move to Voice over IP.

Online Parking Permits

ITSS, the Police Department and both CTSS teams worked with Credential Solutions to implement a new Opt-e-man online parking permit system. This new system allows students and employees to order parking permits from a website rather than waiting in line at the bookstore or Police offices.

Printers / Copiers

A team consisting of representatives from ITSS, Repro, EVC CTSS, SJCC CTSS, and Purchasing worked through the bidding process to secure a contract with IKON for a solution for the support and maintenance for all printers and copiers in the District. This will allow us to take advantage of significant cost savings from volume purchasing and sole-source repairs, while maintaining our excellent in-house support.

Research Reporting

ITSS retained the services of a contract programmer to work with RIE to create Success & Retention and Enrollment Management reports in the Discoverer online tool. The completed reports were then shared with the academic leadership in two in-house training sessions.

ITSS and RIE worked with one of the Reporting Portal consultants to create a Program Review Report for the portal that will retrieve the information necessary for these important reports. The ITSS team then created an intricate Excel Macro that automatically creates the charts and graphs associated with the Program Review Reporting. This process was then extended into an All College Review Report on the Reporting Portal.

ITSS Applications team worked with RIE to recreate the old Enrollment Management reports for the Reporting Portal. All of the above reports are now available for use in an easy to use online format.

Report for 2008-09


SARS Reporting

SARS Reporting Systems are computer applications that assist in the tracking and collection of student positive attendance hours as well as setting up and managing appointments. This information is needed for positive attendance reporting which was previously done manually. To date both campuses have installed SARS-ENTER, SARS-GRID and SARS-TRAK client software in labs and counseling. ITSS Applications Team is assisting users to generate the final reports and lab hours. The data from these systems can be easily uploaded from SARS to the Datatel system for reporting purposes. Both EVC & SJCC CTSS teams assisted in setting up the hardware and software on their campuses. This system will help to ensure that the colleges are collecting all of the positive attendance for labs and reporting correct FTES.

Server Virtualization

After some investigation the ITSS Network team has chosen to utilize VMware and Dell servers for server virtualization in the District. This will result in significant savings and rebates to the district as a result of virtualization of 25 servers into three. The Network team has completed the planning with PG&E and the District will receive a $4,000 rebate for this implementation. When complete this setup will also save an estimated $7,000/ year in energy costs.

SJECCD Reporting Portal

The SJECCD Reports Server is live. It is up and running and integrated with our Active Directory authentication. Access has been distributed to all managers and leadership roles, as well as designated users as appropriate. The consultants conducted training with the applications team for creating and maintaining reports on the portal and the team is assuming responsibilities for maintenance and updates. These reports will assist in management and leadership decisions. In addition to the reports that are part of the Reporting Portal implementation, the ITSS Applications Team worked with the consultants to put some of the District’s standard reports on the portal for easy access.

All of the reports that were to be part of the initial implementation of the Reporting Portal are in place. Additional reports were added to the portal to accommodate the District needs and the ITSS staff is working to add more of the regular reports to the portal. Staff and management are reviewing these reports for accuracy and completeness. This project is on schedule for completion in August 2009. These reports will replace the reports that were run manually in the past.

Several departments are already using the new Reporting Portal Reports to identify and clean up data for more accurate and complete MIS reports. In addition to supplying much needed reports to District leadership, we are also in the process of documenting the workflows for Datatel to ensure correct and consistent input of data that will ensure accurate reports. Using this information we will be able to clean up our data and correct workflows to avoid future errors.

An All College Review report was added to the Reporting Portal. This report will provide a cumulative report of all program review information for each college. Also to be included in the Research tab of the portal is the Enrollment Comparison Reports. These reports will replace the reports that were run manually by RIE in the past. The new Program Review report, which was added to the project, is in place and working well. We have expanded this report to the college level and are creating a program that auto populates the charts and graphs needed for program review.

http://dorpapps.sjeccd.org/portal/pls/portal/PORTAL_APP.SC_TEST_ENROLLMENT.SHOW_PARMS�

Report for 2008-09


SJUSD/SJECCD Partnership

ITSS is working with two of the teams in our partnership with San Jose Unified School District to bring about greater sharing of information and data. Several very successful meetings with SJUSD resulted in plans to implement the exchange of data electronically and information via site visits.

Technology Replacement Plan

The Technology Replacement plan was completed, reviewed by the Chancellor and approved by the Board in October. By November processes and procedures were in place leaving the teams at ITSS, EVC-CTSS, and SJCC-CTSS to implement the plan to replace old computers servers and network equipment.

All orders for the first year of the Technology Replacement Plan were placed through the Districts existing contract with Dell. Across the District, we were able to purchase/replace 600 computers, purchase 16 servers to replace 35 old servers, purchase a SAN for each site, replaced 10 network switches, and 1 firewall. The plan has worked very well and the District is well on the way to bringing its technology to a current and competitive level. The replacement of 600 old CRTs with newer LCD monitors as part of the TRP will save the District over $28,000/year in energy costs.

Voice over Internet Protocol (VoIP)

After some issues with the previous bid, the ITSS staff worked with Salas O’Brien Engineering to develop a new plan for the complete implementation of the VoIP project. The project was redefined as full district wide deployment that can be completed in phases by the successful bidder. Our team met with Cisco engineers to ensure that the campus’ needs would be met now and in the foreseeable future and to specify Cisco as the sole source provider.

The VoIP RFP was completed by Salas O’Brien in December and the VoIP Project was awarded to AMS.net in February. The main implementation of the VoIP system will be complete this summer with continued training and installation in new buildings continuing as required.

Working closely with AMS.net, ITSS and the EVC & SJCC CTSS teams, the majority of the backbone hardware and software has been purchased and installed. We plan to begin the installation of phones in July. When fully implemented, the VoIP system will help to reduce the ongoing telephone charges approximately $40,000/year.

Windows Server 2008, Active Directory Domain Services / Exchange 2007

The ITSS Network Team upgraded the exchange email system to Exchange 2007 Enterprise and installed the EMC EmailXtender. All email that comes into our exchange information store now has an archive copy made of that email.

Wireless

With the assistance of EVC & SJCC CTSS teams, Advantel and Meru completed the installation of the Wireless student network access system in the fall of 2008. As part of this installation, ITSS worked with EVC & SJCC CTSS teams to implement Peer-to-Peer filtering appliances to curb the illegal downloading of copyrighted materials and ensure safe and legal use of the Internet through our wireless network.

Report for 2008-09


ITSS worked with both campuses to distribute flyers to announce the wireless availability to students, faculty and staff and worked with Meru and Monica Gomez on a joint press release for the implementation of Wireless access in our District.

Planning

IT Training Matrix & Planning

Although the current budget constraints have made it more difficult to outsource the training, we continue to look for less costly and in-house resources to meet our needs. We are continuing in the process of locating and scheduling training to meet the District’s training needs for Datatel, Microsoft and a myriad of other products in use in the District.

Help Desk

With the success that the ITSS Help Desk has had with managing computer support calls, this year the system was expanded to EVC CTSS and SJCC CTSS.

This system has helped the District to collect and analyze the data to show trends and issues. For instance, requests for instructions accounted for approximately 48% of all Help Desk calls during school. Because this has become a typical scenario, the Help Desk is working on creating a Frequently Asked Questions (FAQ) for the District. By setting up a FAQ the Help Desk will provide a convenient and easy resource for common questions and instructions. This should particularly help students and faculty during off hours.

Below is a graph of the Satisfaction Survey results for ITSS, EVC & SJCC for May 2009. If you think of this like a GPA, it will give you a better sense of where we are at with respect to Customer Satisfaction.

0

1

2

3

4

Ave

rage

s

4-May 11-May 18-May 25-May

EVC 3.81 3.86 4 4

SJCC 3.91 3.65 3.76 3.83

ITSS 4 3.91 3.89 4

Satisfaction Survey - SJECCDAverage: 3.89 or 97.1%May 2009

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Servers Availability Report

As an indication of performance and reliability, ITSS Systems Admin is tracking the availability of key servers. As indicated by the chart, our server up time has been excellent.

Availability Report for Servers From (Tue, 01 Jul 2008 00:00 AM to Mon, 22 Jun 2009 23:00 PM)

Device Name Total Down Time Up Time Percentage Evcdc01 (EVC Domain Controller) 1 Day 18 Hours 1 Min 42 99.215 % Dodc01 (DO Domain Controller 1) 7 Hours 39 Mins 46 Secs 99.909 % Doexcahts1 - Exch07 ClientAccess Hub Tran 2 Hours 3 Mins 99.969 % Doexcahts2 - Exch07 ClientAccess Hub Tran 1 Hour 56 Mins 54 Secs 99.971 % Evcexmbs - EVC Exch07 Mailbox Role 1 Hour 54 Mins 26 Secs 99.972 % MOE (Datatel/Collegue App) 1 Hour 23 Mins 49 Secs 99.974 % Doexmbums - DO Exch07 Mailbox/UM Role 1 Hour 42 Mins 59 Secs 99.974 % Curly (Datatel Oracle DB) 1 Hour 13 Mins 47 Secs 99.977 % Sjccexmbs - SJCC Exch07 Mailbox Role 1 Hour 33 Mins 11 Secs 99.977 % Dobbas - Blackboard Manage 39 Mins 42 Secs 99.992 % Webadv (Datatel WebAdvisor MyWeb) 0 Sec 100.0 % BlackBerry Enterprise Server 0 Sec 100.0 % Dobbapps1 - Blackboard Application 1 0 Sec 100.0 % Dobbapps2 - Blackboard Application 2 0 Sec 100.0 % Dobbdbs - Blackboard Database 0 Sec 100.0 % Library 0 Sec 100.0 % Moodle 0 Sec 100.0 %

• Information Technology Services and Support

Click here for System and Network Notifications

• Information Technology Services & Support, also referred to as ITSS, provides quality computer services to authorized users within SJECCD. We currently meet their needs through:

o Datatel Colleague services, including reports generation, on-line inquiries and input to specific files

o Media service centers, located at both campuses and at the District Office

o The ITSS Help Desk responds to questions regarding PC- based operations and WebCT

ITSS continues encourage as much user independence as is practical, providing support through workshops and an intranet web site.

This department operates 12 hours a day, 5 days a week, supporting both District and campus offices. Online, interactive services and telephone support are available Monday through Thursday from 7 a.m. to 9 p.m., and on Friday from 7 a.m. to 6 p.m. The main office is located at the District Office complex.

In addition to our operations activity, ITSS performs many other data processing and related tasks including:

o Systems analysis and design o Database maintenance and design o Web site hosting for both Internet and intranet o General problem solving, systems programming

and documentation

http://www.sjeccd.edu/HTML/District/ITSS/notifications.html�

o District-wide general technical consulting

These services support day-to-day activities in the administrative offices at the District and both campuses to assist them in meeting federal, state and local mandated reporting requirements. ITSS is also responsible for telecommunications wiring, and the connectivity of data communication devices throughout the District. This includes establishment of local area networks and maintenance of the District's connection to the Internet and phone service. The department does not directly support academic computing.

ITSS CONTACTS

STAFF PHONE FAX E-MAIL

Thomas Onwiler Acting Chief Technology

Officer

408-270-6410

408-223-9453 [email protected]

Cathy Beyer Senior Administrative

Assistant

408-270-6410


Dolly Zen Applications Manager

408-270-6410


Help Desk 408-270-6411


ITSS Telephone Services: managing Districtwide telephone system, including systems maintenance, processing all telephone needs, including orders, changes, move, etc., maintaining inventory of telephone system number of locals, number of instruments, users, locations, etc.

STAFF PHONE FAX E-MAIL

Elizabeth Juarez Telecommunications

408-274-7900 Ext.0

408-531- [email protected]

System Technician 8786

•

Evergreen Valley College San José City College Workforce Institute

Information Technology Services and Support

Click here for System and Network Notifications

Information Technology Services & Support, also referred to as ITSS,

provides quality computer services to authorized users within SJECCD. We

currently meet their needs through:

Datatel Colleague services, including reports generation, on-line

inquiries and input to specific files

◦

Media service centers, located at both campuses and at the District

Office

◦

The ITSS Help Desk responds to questions regarding PC- based

operations and WebCT

◦

ITSS continues encourage as much user independence as is practical,

providing support through workshops and an intranet web site.

This department operates 12 hours a day, 5 days a week, supporting both

District and campus offices. Online, interactive services and telephone

support are available Monday through Thursday from 7 a.m. to 9 p.m., and

on Friday from 7 a.m. to 6 p.m. The main office is located at the District

Office complex.

In addition to our operations activity, ITSS performs many other data

processing and related tasks including:

Systems analysis and design ◦

Database maintenance and design ◦

Web site hosting for both Internet and intranet ◦

General problem solving, systems programming and documentation ◦

District-wide general technical consulting ◦

These services support day-to-day activities in the administrative offices at

the District and both campuses to assist them in meeting federal, state

and local mandated reporting requirements. ITSS is also responsible for

telecommunications wiring, and the connectivity of data communication

devices throughout the District. This includes establishment of local area

networks and maintenance of the District's connection to the Internet and

phone service. The department does not directly support academic

computing.

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