ITSS Home : Customer Support : Goals, Priorities, and Future Plans

Priorities for 2008-2009

• Security Initiatives: Expand use of campus firewall to protect subnets that require additional security, such as credit-card networks. Expand use of encryption on campus laptops and other devices that require additional security.
• Task Management and Prioritization Initiative: Improve customer service by implementing the RT system for help desk, work tickets, and project management.
• Tech Center : Improve services to customers by combining help desk, classroom, computer maintenance, student computing, desktop support, and some training into a single service center, the ITSS Tech Center, to open fall 2008.
• Learning Spaces: Complete installation of classroom control systems, replacement of projectors, and improvement of sound systems in campus classrooms and computing laboratories. Support iTunesU and pilot lecture capture technology.
• Data Center : Complete the move of servers into the Kirby Plaza data center. Move equipment into the Kirby Plaza storage room, and complete work on the set-up room.

Goals for 2008-2009

The goals below are not listed in order of importance. The projects listed under each goal are a subset of all we will do. We encourage each ITSS team to determine how their projects will help to support our goals.

Improve Classroom and Learning Technology

• Apply learning-space theory to improve learning spaces, including classrooms, computer laboratories, informal spaces, and online environments.
• Expand next-generation classroom technology, including classroom control systems. Install classroom control systems in all general-purpose classrooms, some computer labs, and requested departmental spaces.
• Support standard student response system technology in campus classrooms.
• Provide high-definition digital video, wide-aspect projection, and improved sound systems in selected classrooms and computer labs.
• Provide support for expanded online learning.
• Move one computer lab from the old SBE building to the Library.
• Pilot dual-boot Mac/Windows systems in selected computer labs.
• Oversee classroom infrastructure for building and reconstruction projects: Chester Park, the old SBE Building, Civil Engineering, Cloquet Forestry Center, Malosky Stadium, and Griggs Center.
• Pilot lecture-capture systems in some classrooms and in laboratories for Communication Sciences and Disorders.
• Participate in iTunesU.
• Work with collegiate units to develop new ways of delivering curriculum-based technology services to students.
• Upgrade computing labs to Windows Vista by fall 2009.

Improve Student Services

• Support collegiate laptop initiatives.
• Participate in the expanded Bulldog Bash by providing workshops as well as support for student computers and networking.
• Upgrade the residence hall network.
• Expand authentication and authorization to partnership labs and basic-access computers.
• Continue to provide information sessions at freshman orientation and parent's weekend.
• Partner with the UMD Library to create a Learning Commons.

Improve Services and Support for Customers

• Improve customer service by implementing the RT system for help desk, work tickets, and project management.
• Improve services to customers by combining help desk, classroom, computer maintenance, student computing, desktop support, and some training into a single service center, the ITSS Tech Center, to open fall 2008.
• Develop an information kiosk and pilot digital signage for LSBE.
• Support replacement and/or enhancement of several departmental computing applications.
• Develop technology orientation session for new employees.

Improve Fiscal Management

• Revise our rates for FY2010 based on ISO principles and regulations.
• Move ITSS billing system to new enterprise financial system.
• Complete conversion of department finances to the enterprise financial system.
• Develop rates for system backups and database applications.

Improve Computer, Network, and Physical Security

• Lead initiative to improve campus computer and network security.
• Combat and reduce viruses, worms, scams, and other security threats.
• Expand the number of video surveillance systems on campus.
• Work with campus units to consolidate servers into secure server rooms.
• Provide support for building automation systems used by Facilities Management.
• Establish a plan, with support, for ensuring that all campus laptops that hold private data have an appropriate encryption solution.
• Expand QuickStart 1 security requirement to campus wireless network.
• Add QuickStart 1 for Windows Vista to campus networks.
• Improve authorization and authentication systems for computer systems and applications.
• Expand use of campus firewall to protect subnets that require additional security, such as credit-card networks.
• Complete biannual review of credit-card workstations.
• Exercise and update operational continuity plan.
• Complete annual security review of critical applications.
• Convert emergency alert system to new vendor.
• Improve database controls and policies.

Improve Campus Infrastructure

• Maintain high availability, scalability, service continuity, security, and data integrity of network and system infrastructure.
• Complete the move of servers into the Kirby Plaza data center. Move equipment into the Kirby Plaza storage room, and complete work on the set-up room.
• Extend capability for 100 Mbit data to the desktop to 30 campus buildings.
• Establish capability for gigabit data to the building in 43 campus buildings.
• Complete requirement of QuickStart 1 through Monolith on the wireless network.
• Complete conversion to Convict system for recording and managing network connections.
• Upgrade the telephone PBX and voice-mail system.
• Record 50 percent of cable plant information in the UPlant database.
• Upgrade the campus data network to provide full redundancy in 25 buildings.
• Oversee telecommunications infrastructure for building and reconstruction projects: the old SBE Building, the new Civil Engineering Building, Malosky Stadium, and Griggs Center.
• Continue to upgrade computer systems using clustering and mirroring techniques to provide maximum up-time. Expand the use of virtual server technology to improve efficiency and reduce costs.
• Increase network speed and reliability. Provide a redundant core for the network backbone.
• Rewire campus buildings for phone, data, and video.
• Participate in all campus renovation and building projects.
• Upgrade and replace equipment and infrastructure to support delivery of excellent services.
• Upgrade and patch operating systems on server systems.
• Complete AudienceView installation for School of Fine Arts.
• Improve management of campus digital storage systems.
• Improve email system by restructuring inbox format, concurrency, and backup scheme.
• Establish an Active Directory server and determine future of Active Directory at UMD.

Improve Working Environment for ITSS Staff

• Continually review and revise ITSS staff handbook. Regularly review all ITSS policies.
• Occupy final block of offices in Kirby Plaza first floor.
• Improve social opportunities and build community within the ITSS staff.
• Continue to support professional development opportunities for ITSS staff.
• Encourage staff training and professional development.
• Provide a working environment for staff that encourages them to remain employed at ITSS.
• Continue to emphasize importance of a healthy and safe working environment for staff.

Participate in Campus Life

• Guide and enhance the use of technology across the UMD community.
• Maintain strong collaboration and coordination between IT staff within UMD units, ITSS, and OIT.
• Meet and coordinate activities with our campus partners.
• Contribute to campus governance and activities by serving on committees, task forces, commissions, etc.

Technology Development

• Review the IT landscape for useful emerging technologies.
• Research encryption for wireless data transmissions.
• Investigate shared software distribution methods for student-owned computers.
• Research cyber-infrastructure needs for campus researchers.
• Investigate improved email security using digital signatures and enhanced authentication.
• Research automated security updates for desktops and laptops.
• Research game and simulation development.
• Research off-site backup solution for major systems.
• Investigate on-campus wireless telephone service.
• Investigate new operating systems in computer labs.