Faculty Computing Survey Results

survey-300x224In late Fall 2012 the computing committee ran a survey of faculty, asking three questions about information technology at HMC.

About 50 faculty responded to the questions, and almost everyone wrote a few lines of comments in response to each question – in addition to giving scores.

Question 1: How satisfied are you with the current teaching services provided by the CIS (e.g. Sakai, portal, classroom support, labs, etc…)?

- Average letter grade: B- (2.57/4.00, 54 respondents)

Question 2: How satisfied are you with the other services offered by the CIS (email, research related services, laptop/desktop support, etc)?

- Average letter grade: B- (2.69/4.00, 55 respondents)

Question 3: How satisfied are you with the current computing services offered by your own department (e.g. email, website, lab, course support, etc)?

- Average letter grade: C+ (2.35/4.00, 49 respondents)

The spread of each score was roughly 0.50/4.00, with a bigger spread for the third question.

The committee summarized by saying that things have improved and are going in the right direction, but that there is still work to be done.

The computing committee members this year are:

Vatche Sahakian (Chair)
Alfonso Castro
Weiqing Gu
Jacob Bandes-Storch ’14
Joseph Vaughan

The committee made four recommendations of its own and added more recommendations coming from the Faculty Executive Committee. You can read the full report, with my responses to each recommendation at the following URL (HMC Credentials required to access the document):
http://goo.gl/oqxiF

Time to change your password!

As we move into Fall semester, some of the authentication systems managed by CIS will be configured to require password resets every 365 days.

This is a step in improving the overall security of HMC systems and bringing us into compliance with our password policy.

To reset your passwords please visit the HMC password and account management portal at:

https://iaas2idm.fischeridentity.com/identity/self-service/HMC/kiosk.jsf
(Nov 2012 edit: we have replaced this link with

https://iam.hmc.edu/identity/self-service/HMC/login.jsf

)
Using this portal, you will set up security questions and set the password for all of the following systems in one go:

Claremont WPA wireless (eg laptops, phones and other devices that connect to Claremont WPA wireless)
Alice and Charlie file servers
Cognos 10 reports
Google Apps for Education
Ultipro

If you have not reset your passwords in over 365 days, you should do so. We will be working with each department to ensure a smooth transition to this new system.  You can change your password any time you like using the password and account management portal.  Once we have worked directly with each department, we will turn on the feature that requires a password change every 365 days.

Thank you for your understanding and your efforts to increase the security of our systems.

Please don’t hesitate to send questions or concerns to us at helpdesk@hmc.edu

CIS to make more use of Footprints ticket system

Partly as a result of our recent BAO and CIS service initiative CIS has committed to making more effective use of the issue tracking system Numara Footprints.  This system is housed at Pomona College and is used by most of the Claremont Colleges, though each has a separate section in the database.

CIS has developed a process for working with the ticket system which identifies roles, responsibilities and the stages in the ticket life cycle. There’s a quick overview in the following slideshow.

Essentially, there are three roles and three life cycle stages. The roles are “user” (you, the customer!),  ”assignee” (members of CIS staff that do the work), and “owner” (member of CIS staff responsible for guiding the ticket through to completion).  The “owner” plays a customer advocate role to ensure that we provide the service we aspire to provide.

Why would you care about any of this? If we put issues in a ticket system they are less likely to be forgotten, and are seen by more than one pair of eyes. We will be able to track the work we do at CIS better, and build a knowledge base of solutions to common problems.  You don’t have to know the details of who does what in order to see your requests answered.  And we’ll be able to ask you for specific feedback about individual service requests.

I am very impressed with CIS staff member’s quick adoption of our process.  We’ve had a couple of “ticket squashing” pizza parties that resulted in closing large numbers of issues and, when we identified nearly 200 older tickets that did not have an owner assigned, the group pulled together to eliminate this problem in less than one day.

Two new Directors join CIS

I am delighted to announce that on May 2nd, two new Directors came to work at CIS for the first time.

Cindy Abercrombie joins us as our new Director of Information Technology Projects and Planning.  Cindy was most recently Manager of Network Operations at CENIC (Corporation for Education Network Initiatives in California), which operates high speed networks for California’s education and research communities.  She has also worked at AboveNet and Fair, Isaac and Company (which creates FICO scores).  She holds degrees in Electronics and Management.  This is Cindy’s first higher ed position and she will be taking the lead on a number of our IT projects, as well as overseeing administrative operations in CIS.  Cindy is a native Californian and in her spare time she enjoys watching her children play basketball and relaxing in the backyard with her dog.

 

Our new Director of Systems and Network is Mitch Shacklett.  He comes to us from Fort Lewis College, Colorado where he was most recently Manager of Systems Administration.  Like HMC, Fort Lewis College has a mixed IT environment, so Mitch is knowledgeable about  Windows and Linux server administration.  He holds degrees in Finance and in Education from the University of San Diego. Mitch has a connection with Claremont, as he was born here (although his parents moved when he was very young).  When not deeply immersed in Information Technology, Mitch likes to enjoy the outdoors: snow skiing, mountain biking, surfing and dirt bike riding.

You may recall that our reorganization last summer allowed us to create these new positions.  The search for a Systems and Network Director was a long one, but we did find two new Directors for the price of one search.  Please join me in welcoming them to Harvey Mudd College!

CIS presents at faculty meeting

On April 21, 2011 the CIS management team presented a report on the state of Information Technology to the faculty. Joseph began the presentation with a review of our four strategic directions and our customer service initiative. The four strategic directions are IT Decision Making (Governance), IT Infrastructure, Central IT (CIS), and Innovation. Before presenting examples of projects in each of these four strategic initiatives, Susan Selhorst described the iterative process we went through with the management team and the CIS staff to create our service vision statement.

  • CIS is dedicated to providing excellent client-centered services to the HMC community.
  • We promote the mission of HMC with reliable, innovative, and convenient technology.
  • We provide customer support that is friendly, knowledgeable, and responsive while working collaboratively with clients to develop effective and relevant solutions.
A Bite of Learning

A Bite of Learning

Joseph talked about the gap between what we espouse and what is actual, and how we approach that gap. As an example of initiatives in the area of Central IT, Calvin Tong spoke about the DTA program and introduced the two new staff on the User Support team. In the DTA (Department Technical Analyst) program individual staff in the User Support group are assigned to specific departments. This allows the DTAs to become very familiar with the needs of each department.  Elizabeth Hodas talked about the A Bite of Learning series as an example of innovation. The series focuses on introducing new and emerging technology to the HMC community in an informal lunch setting. Joseph continued with a discussion of how IT decisions are being made and some examples of the different sourcing models we are using. He concluded with a description of the planned email and calendar migration. Questions after the presentation focused mostly on the email and calendar migration.

Microsoft Online Training

HMC has a software subscription license which provides faculty and staff with access to many Microsoft Products.  As part of that agreement, we have access to online training resources at http://business.microsoftelearning.com/ The courses include and advanced material, are self paced and include assessments.  You can save your place in a course and come back to it at any time.

To get access, you will need to register with your HMC email address and an account access code which you can obtain from the Help Desk