Information Technology

Services

ANNUAL REPORT 2002 - 2003

Regents of the University of Michigan

David A. Brandon, Ann Arbor Laurence B. Deitch, Bingham Farms Olivia P. Maynard, Goodrich Rebecca McGowan, Ann Arbor Andrea Fischer Newman, Ann Arbor Andrew C. Richner, Gross Pointe Park S. Martin Taylor, Grosse Pointe Farms Katherine E. White, Ann Arbor Mary Sue Coleman (ex officio)

University of Michigan-Flint Executive Officers

Juan Mestas, Chancellor Renate McLaughlin, Provost and Vice Chancellor for Academic Affairs David Barthelmes, Vice Chancellor for Administration George Wendt, Vice Chancellor for Institutional Advancement Virginia R. Allen, Vice Chancellor for Student Services and Enrollment Management

Affirmative Action Statement

The University of Michigan-Flint is an Equal Opportunity/Affirmative Action Institution.

Americans With Disabilities Act Statement

This publication, as well as any other document produced by the University of Michigan-Flint, can be made available in alternative formats. To request a copy of this publication in enlarged print or Braille, or on cassette tape or computer disk, contact the Accessibility Services Office at (810) 762-3456.

Produced by Information Technology Services University of Michigan-Flint Flint, Michigan July 21, 2003

Information Technology Services 2002/2003 Annual Report

Table of Contents About ITS.............................................................................................................. 1

Year in Review ..................................................................................................... 3

Data Information Management 4

Desktop Computing Services 5

Mediated Classroom Services 6

Network Systems Support 7

User Services 8

Web and Instructional Technology 9

Development Activities ..................................................................................... 10

Learning Without Limits ................................................................................... 11

What’s to Come ................................................................................................. 12

2002-2003 ITS Annual Report 1

About ITS The Information Technology Services (ITS) department is the primary provider of information technology at the University of Michigan – Flint. ITS is organized into six primary service units: Data and Information Management, Desktop Computer Services, Mediated Classroom Services, Network Systems Support, User Services, and Web and Instructional Technology.

IIITTTSSS MMMiiissssssiiiooonnn SSStttaaattteeemmmeeennnttt The Information Technology Services unit at the University of Michigan - Flint is a team of professional staff committed to enhancing individual and organizational effectiveness through the use of information and computing technologies.

Data Information Management (DIM) provides for the maintenance and administration of UM-Flint’s central administrative databases; regulates data security and integrity; develops custom reports and programs to enhance central processes; and offers consulting services for design, development, and implementation of non-centrally-operated database.

Desktop Computer Services (DCS) performs the installation and maintenance of all desktop computers and printers on campus, including software and connections from the workstations to the communication closets; and provides consultation and assistance on all computer-related purchases for the campus.

Mediated Classroom Services (MCS) engineers campus computer labs and mediated classrooms; maintains classroom equipment; provides training on supported equipment and evaluates user satisfaction with instructional applications; and oversees distribution of mobile computer classrooms.

Network Systems Support (NSS) develops and maintains the network and server infrastructure; administers access to the LAN and UNIX servers for academic computing; administers campus-wide communication software; maintains network software and print queues; engineers campus computer labs and classrooms; provides support for Merit’s WAN and routing services for select high schools; maintains a campus-wide backup system; and manages system security.

Web and Instructional Technology (WIT) provides design and HTML programming

assistance and technical support for University Web pages; supports Usenet

and Web news groups, Web boards and discussion groups; and assists faculty in the development of course pages and in the use of instructional technologies and

multi-media applications for the classroom.

User Services offers helpdesk

support and consultation

via email, telephone

and office hours;

furnishes user

documentation for software and electronic processes supported by ITS; provides software training (currently free) for faculty and staff; staffs and maintains three public computer labs available to faculty, staff, and students, including extended evening and weekend hours; maintains eight computer classrooms of various sizes and platforms for academic instruction.

2002-2003 ITS Annual Report 2

ITS is proud of the talented individuals who make up its diverse team. We were fortunate to welcome several new staff members this year, including Philip Erlenbeck, Dan Getty, Gail Gibson, Jason Gooding, Scott Hoover, Lynne Ihrig, and Melissa Storch.

ITS fosters cross functional work teams, and employees typically support multiple service groups. This structure allows for enhanced flexibility in meeting technology demands as well as providing developmental opportunities for the staff. The following individuals comprise the current full-time staff of ITS:

Kathleen Conover, Director James Alarie, Systems Analyst Scott Arnst, System Administrator III Mary Deibis, Manager, Information Technology Services (Associate Director) Philip Erlenbeck, Computer Systems Specialist I Dan Getty, Computer Systems Specialist I Gail Gibson, Administrative Assistant I Jason Gooding, Computer Systems Specialist I Kenneth Heiser, Senior Computer Systems Specialist Scott Hoover, Programmer Analyst I Sidney Horton, Programmer Analyst Cuong Lai, System Administrator II John Lauro, System Administrator III Michelle Ly, System Administrator II Steven Nofs, System Administrator II (Database Administrator) Jennifer Phillips, Computer Systems Specialist II (Banner Liaison) Deborah Rowden, Computer Systems Consultant II (Instructional Technologist) Harvey Sherman, Computer Systems Consultant III Melissa Storch, Computer Systems Specialist I (HelpDesk Coordinator) Milton Straham, Computer Systems Specialist II Erik Taipalus, Computer Systems Consultant I Charles Wright, Computer Systems Specialist I (ITS & SOM)

In addition to full-time staff, ITS relies on the capable help provided by dozens of part-time student employees in the reception area, HelpDesk, computer labs, mediated classroom services, and desktop support.

2002-2003 ITS Annual Report 3

Year in Review As suggested by our theme, “Serving the University Community & Beyond,” our focus for 2002/2003 was to extend our service and outreach to both our University and local communities in new and engaging ways. From the installation of wireless connectivity across campus, to the implementation of mediated equipment into every general classroom, to the addition of open and instructional computer labs, to the expansion of the ITS workshop training offerings, we have worked to make technology easier, faster, more reliable, and more widely available. No longer are people bound by wires, physical locations, or walls when using technology at UM-Flint. We believe that the proliferation of technology across campus will give people the opportunity to infuse it into virtually every teaching situation imaginable. The follow sections of the report provide an overview of activities completed by each of the six service units within ITS.

Our participation in several grant opportunities gave us the ability to expand our reach beyond our traditional customer base to the greater Flint community. ITS played a major role with the implementation of wireless laptops and wireless network connectivity for two area school districts selected to participate in the Learning Without Limits (LWL) Initiative. In addition to the hardware implementation portion of the LWL project, ITS completed student and teacher documentation, teacher and administrator training, and webpage support for LWL. A detailed account of ITS involvement with LWL and other grant opportunities will be detailed later in this report. Additional activities that had a tremendous impact on the workload of ITS this year involved tasks related to the preparation, review and completion of four audits entitled, “SCT Banner Program Change Controls”, “SCT Banner

MMMaaajjjooorrr AAAccccccooommmppplll iiissshhhmmmeeennntttsss >Completed installation of wireless connectivity in all indoor student common areas across UM-Flint campus.

>Engaged in four audits initiated by University Audit Staff.

>Converted student IDs from Social Security Number to UMID number.

>Performed upgrades of ITS supported computer labs, including installation of writeable CD-ROM and zip drives.

>Completed laptop installations, user documentation, user training, and webpage support for Learning Without Limits Initiative.

>Established MCS group and mission to place instructional technology in every classroom.

>Transferred LRC equipment delivery responsibilities to ITS-MCS group.

>Introduced new Summer Seminar Series for UM-F faculty and staff.

>Completed implementation and began full support of William S. White Building.

>Transferred administration of Distance Learning program from ITS to Office of Extended Learning.

>Implemented formal change control policy.

Application and Administrative Controls”, “Physical Security” and “Disaster Recovery and Business Continuity”. ITS was required to provide a detailed response/action and timeline for the completion of each issue identified by the UM Ann Arbor Audit staff. Some issues could be addressed almost immediately, while others will require significant follow up, planning, effort, and funding to be completed. Significant changes already completed due to an audit comment include the creation of an ITS policies and procedures manual, creation of the UM-Flint Banner Users Group (UMF-BUG), and the implementation of a formal change control policy within ITS.

While our aspirations are high and capabilities vast, our fiscal resources continue to be limited. Funding for new technology that impacts UM-F faculty, staff and students continues to come primarily from the student Technology Fee and one-time contingency funds. Acquiring base funding for full implementation of the UM-Flint Technology Plan remains a significant challenge. The $10 Technology Fee increase for full-time students created some additional revenue but not enough to cover the ever-increasing gap between the Technology Plan’s projected costs and existing funding sources created by the addition of equipment needed to support the William S. White Building and mediated classroom services. Technology Plan items still awaiting base funding include faculty/staff office equipment, infrastructure, mediated classroom services, maintenance contracts, and other supported software. Figure 1 summarizes the projected annual funds needed to fully implement the UM-Flint Technology Plan.

Without base funding, long-range strategic planning is difficult, and greater emphasis must be placed on development activities that generate revenue. ITS continues to seek creative and rewarding opportunities for development through the products and services it offers to both University and non-University constituents. For the 2002/2003 academic year, these activities included sales of software, certification testing and recovery of expenses through charge-back mechanisms, generating $65,500. The Development section of this report describes these activities in greater detail.

$0$200,000$400,000$600,000$800,000

Figure 1 - UM-FlintTechnology PlanSummary

Fac/StaffEquipmentInfrastructure

Labs

MCS

MaintenanceContractsSoftware

2002-2003 ITS Annual Report 4

DDDIIIMMM HHHiiiggghhhlll iiiggghhhtttsss >July 2002 Converted student IDs from Social Security Number to UMID number.

>August 2002 Implemented student email auto forwarding via the SIS website.

>September 2002 Enabled Financial Aid Award acceptance via the SIS website.

>September 2002 Implemented registration of Ethernet addresses via the SIS website.

>November 2002 Modified the SIS Grade Report to display student name.

>December 2002 Implemented Financial Aid Scholarship application available via the SIS website

>January 2003 Began setup of Online Admissions Application for winter 2004 implementation.

>February 2003 Held first UMF-BUG meeting.

Photo Caption: Jana Richmond from ITS presenting at the first UMF-BUG meeting held in February 2003.

>March 2003 Installed new web server and upgraded supporting software.

>March 2003 Required new Banner users take the General Navigation CBT before they receive a Banner Id.

>April 2003 Implemented TouchNet for online credit card payments for tuition.

>April 2003 Released batch prerequisite checking report to departments.

>April 2003 Made Banner Online Help available.

>April 2003 Held second UMF-BUG meeting.

>May 2003 Prepared test servers for Internet Native Banner.

>May 2003 Began preparation for full participation in COD for Financial Aid.

>May 2003 Began development of online forms for Registrar’s department.

>June 2003 Updated Banner User Resources.

Data Information Management This year’s major projects for the Data Information Management (DIM) group were mainly focused on serving our customers - the university community which includes both faculty and staff members and current students.

To help protect the privacy of students, UM-Flint has mandated that all units discontinue use of Social Security Number (SSN) as a primary identification number. This required the DIM staff to convert all student ids in Banner from SSN to the new UMID number. Students may use their UMID when logging in to Student Information Services (SIS) and Blackboard, when picking up their paycheck, or when inquiring about their student records, financial aid, or account transactions.

To improve the performance of the Student Information Services (SIS) web interface for students and faculty, the web server hardware was replaced and support software was upgraded. In addition to this upgrade, several custom enhancements were made to SIS this year for the student’s convenience. Financial Aid Scholarship applications can now be submitted and awards accepted via the SIS website. A modified version of the SIS Final Grade report, which includes the student’s name, is now available and with the implementation of TouchNet, the online credit card payments system, students can pay their tuition fees via the SIS website. Two additional features were developed for WebSam, our student LAN and Novell account management program, which include the registration of Ethernet addresses for wireless card usage and the ability to allow students to auto forward their university email account to another email address via the SIS website.

In response to user requests, many reports were created or modified to assist users in the area of transaction verification/processing. As a result of these new reports, Quicknotes were either developed or updated to assist users. Additional resources, such as Quicknotes, updated Banner User Manual, and the new Banner Online Help were made available to assist our users in helping themselves utilize Banner more effectively. Also, it is now required that new users take the Banner Navigation computer-based tutorial, for self-paced training before they can get a Banner ID.

Major release upgrades are performed for Banner every one to two years and require extensive configuration and testing. Preparations for the Banner 6 upgrade, which will be an Internet Native platform versus the client-server platform we are currently running, have begun and is slated for implementation in February 2004. This release is particularly important because it contains full participant in Common Origination Disbursement Record (COD) for Financial Aid and changes how the Financial Aid Office will do business for the 2004/2005 aid year. The DIM group is also looking forward to implementing an Online Admissions Application and Resource 25 classroom scheduling for Winter 2004, credit card payment (TouchNet) for other departments, and online forms for the Registrar’s Office.

This year, DIM staff have been involved in several extensive audits and are working to address many of the issues identified by the Auditors. The UM-Flint Banner Users Group (UMF-BUG) was formed to address an issue with communicating changes with Banner to the end users. The UMF-BUG group now meets every other month. Additional audit issues identified include the need for a suitable Systems Development Methodology (SDM) plan, along with the need for the development of more comprehensive user security standards.

2002-2003 ITS Annual Report 5

Desktop Computing Services Currently, ITS provides desktop support for approximately 2,000 computers on the UM-Flint campus. DCS technicians completed over 1,650 work tickets during the 2002/2003 academic year (see Figure 2 for monthly statistics over the past three years).

0

50

100

150

200

250

300

July

Aug

ust

Sep

tem

ber

Oct

ober

Nov

embe

r

Dec

embe

r

Janu

ary

Febr

uary

Mar

ch

Apr

il

May

June

00/0101/0202/03

Figure 2 – Work Tickets Completed

DCS is also responsible for the maintenance and supervision of the ITS-supported open and instructional computing labs, including the installation of new equipment into the computer labs as funding becomes available. In summer 2002, ITS announced the grand opening of a third open computer lab located in the William S. White Building. At least one ITS open computer lab is available for student, faculty, and staff use until midnight seven days a week. ITS also supports eight instructional computer labs located across four buildings on campus. Imaging software and Pharos-UnipriNT charge-back printing technology are utilized in every ITS-supported lab.

Funding from the Technology Fee was obtained to purchase computer upgrades for laboratories located in rooms 206, 106, and 501 of the Murchie Science Building (MSB). Additional Technology Fee funded items included the replacement of the color laser printer in MSB 206, the addition of one large (18 inch flat panel display) monitor into each ITS instructional lab for accessibility purposes, and the completion of renovations to the MSB 206 open computer lab to alleviate physical access disruptions that some students experienced when using the computers located on the south wall of the lab.

DCS extended its service to the community by providing desktop computer repair training to various local groups through grant-funded projects. Funds obtained from an SBC Ameritech grant were utilized by DCS to create the Computer Systems Specialist (CSS) training program. At least thirty junior and high school aged students enrolled in the CSS training program received up to forty hours of instruction by DCS technicians conducted over several two week periods. Students learned to trouble-shoot and repair hardware problems by disassembling and then reassembling a desktop computer. They also learned how to load operating system and application software programs and basic networking concepts as well. Upon completion of the CSS program, students were dispatched to their local school districts to assist with computer repair.

The program was such a success that the CSS training was then modified and presented to a group of fifty teachers and staff members at the Flint Community Schools. In addition to hardware repair, participants learned to re-image a computer using the Flint image software and how to install application software and web tools. These participants were also released to assist their school district with the daunting task of computer repair.

DDDCCCSSS HHHiiiggghhhlll iiiggghhhtttsss >July 2002 Conducted CSS training for Flint Community Schools students.

>Summer 2002 Grand opening of third open computer lab in room 3174 of the William S. White Building.

>September 2002 Hired additional DCS technician.

> Fall 2002 Completed faculty computer deployment of 100 new machines and redeployment of 50 used machines.

>Fall 2002 Organized the return of old ITS computers and printers to Property Disposition.

>November 2002 DCS technicians received hand-held computer training and began to support the use of hand-held computers on UM-Flint campus.

>November 2002 Conducted CSS training for Flint Community Schools students.

>December 2002 Upgraded Heat to version 7.1 and installed iHeat giving DCS technicians access to Heat from the Internet.

>December 2002 Conducted CSS tailored training for Flint Community Schools faculty/staff.

>January 2003 Assisted with the receipt, installation, and distribution of laptops and carts received for Learning Without Limits (LWL) Initiative.

>Winter 2003 Made presentations regarding Wiring of Carts, Caring for Computer Equipment, Bar Coding, and Using Compaq iPaqs for LWL Initiative.

>Winter 2003 Conducted on-site computer repair training for Flint and Bendle teachers for LWL Initiative.

>Winter/Spring 2003 Completed project to move all network print queues from Novell to Microsoft by going to every faculty/staff computer on campus.

2002-2003 ITS Annual Report 6

MMMCCCSSS HHHiiiggghhhlll iiiggghhhtttsss >July 2002 Established MCS group and mission to place instructional technology in every classroom.

>July 2002 Transitioned Harvey Sherman from NSS and Erik Taipalus from DCS to new MCS group.

>August 2002 Began support of 13 smart carts in WSW. >August/September 2002 Conducted smart cart training sessions for faculty.

>October 2002 Implemented delivery of mobile laptop carts for faculty.

>December 2002 Provided consulting efforts for LRC until which time transition could be fully implemented.

>January 2003 Permanently transferred LRC equipment delivery responsibilities to MCS.

>February 2003 Reviewed fire marshal code for seating, equipment, and lighting in each classroom.

>February 2003 Upgraded sound systems in eight classrooms.

>March 2003 Installed additional mediated equipment into 61 out 63 total general classrooms.

>March 2003 Assumed responsibility for maintaining seating capacity in each general classroom.

>March 2003 Identified general classrooms that needed to be repainted.

>March 2003 Launched additional enhancements to MCS website, including the addition of room specifications, picture slideshow, and map location of all general classrooms that contain mediated equipment.

>April 2003 Hired additional technician for MCS.

>April 2003 Replaced 40 projection screens in various general classrooms.

>May 2003 Harvey Sherman received Staff Recognition Award for superior efforts related to implementation of William S. White Building and Mediated Classroom Services group.

>May 2003 Finalized new Technology Plan for classroom equipment.

Mediated Classroom Services In July 2002, ITS was given a rare opportunity to again extend its outreach to the University community by forming the Mediated Classroom Services (MCS) group. The mission of MCS was to place instructional technology (initially in the form of mediated equipment) permanently into the classroom.

The support of mediated classroom equipment began in August 2002 with the implementation and support of thirteen smart carts in the William S. White (WSW) Building. Smart cart components include a Pentium 4 computer with DVD and wireless network card, VCR, document camera, and Sharp data projector - all contained within a cart made by Smart Expressions. MCS designed the equipment to ensure that the user could switch between Smart cart components with the press of one button on a remote control; they also ensured that the equipment would operate exactly the same no matter what classroom the equipment was located in.

MCS recognized that many people are intimidated to use new technology. They responded to the challenge by making individualized training sessions available 24 hours a day, seven days a week. MCS also scheduled numerous open training sessions throughout August and September to teach faculty how to use the equipment. The ITS HelpDesk assisted with the development of Quicknotes that give instructions including pictures and illustrations that detail how to use the equipment. Quicknotes were made available on a newly developed MCS website and strategically placed on the equipment itself. MCS also placed their contact information on the carts and has guaranteed a five minute response time to any call for assistance.

During the fall 2002 semester, ITS began negotiations with the Ross Learning Resources Center (LRC) to transfer LRC equipment delivery responsibilities to ITS, and on January 1, 2003, ITS officially assumed responsibility for the delivery of mediated equipment to all general classrooms on the UM-Flint campus. Various other services that had previously been provided by the LRC were redistributed to other departments or discontinued altogether. ITS made immediate changes to the old LRC equipment delivery process by repairing old equipment, placing repaired, underutilized and newly purchased equipment permanently into the classrooms, distributing underutilized specialty equipment to the most appropriate department(s), conducting weekly inventories of classroom equipment, standardizing equipment across campus, and by streamlining equipment order and delivery procedures.

Since its inception, MCS has made enormous strides in reaching its goal of permanently placing equipment into every general classroom on the UM-Flint campus. Obtaining funding to support the purchase and repair of new equipment has been a challenge, but MCS has found creative ways to secure one-time and base funding from various sources within the University. To date, MCS has equipped all sixty-three general classrooms with at least a TV and VCR. Figure 3 outlines the amount and type of equipment that is currently being supported by MCS.

Number Type of Equipment Number Type of Equipment

89 Data Projectors 2 Slide Projectors

42 Document Cameras 107 Computers

22 TV’s 34 Smart Carts

96 VCR’s 2 Mobile Laptop Carts

Figure 3 – Equipment Supported by MCS

2002-2003 ITS Annual Report 7

Network Systems Support ITS made several significant accomplishments this year in the area of network support. Several major projects like the wireless network and WSW Building implementation were completed, server consolidation was initiated, and new technologies and services were implemented to benefit all campus users.

In preparation for the debut of the UM-Flint wireless network called, ‘UM-Flint UnPlugged’ in September 2002, wireless access points were installed in the Murchie Science Building, William S. White Building, University Pavilion, Hubbard Building and Theatre wing making wireless coverage available in all indoor student common areas across the UM-Flint campus. Services that are accessible via the wireless network include Internet, email, printing, Progdata, and home directory access. The Wireless Network Support Center Webpage was also implemented in September 2002 and includes links to information such as detailed coverage area maps, a user support forum, policies, Quicknotes, online Ethernet registration process, and wireless network card purchase procedures.

This year, NSS concentrated its efforts on working to consolidate and upgrade servers in preparation for a future plan to migrate all Novell-based servers to Windows 2003. Over thirty production and test servers were consolidated into three new physical servers running VMWare. This server consolidation has allowed ITS to add more services without requiring us to purchase, utilize, and support smaller pieces of dedicated hardware that could only support one service at a time. The new larger VMWare servers are more reliable, faster, and can handle larger loads. In addition, NSS consolidated several of the Novell servers into four fewer servers and upgraded the Novell operating system on these machines to version 6.0.

Significant enhancements were also completed by NSS to directly benefit the use of technology by both the student body and the faculty and staff. With the implementation of Altiris Deployment Servers (used to reimage computers), Windows XP was installed in the open computer lab located in MSB 206 in January 2003. Additional labs on campus were brought online with Windows XP in the spring 2003 semester with the expectation that all remaining labs, except one, would be complete by the fall 2003 semester. The UnipriNT self service printing system was upgraded reducing the price of color print outs from 50 cents to 30 cents per page, and Keyserver was set up to control software licensing in the labs as well as for faculty/staff machines. And with the installation of a new file server in September 2002, ITS increased student home directory space from 8 MB to 50 MB and electronic mailbox space from 4 MB to 15 MB. Like students, faculty and staff also saw significant increases in space allocations on all Exchange mailboxes, home directories, and departmental shared directories that are accessed via the local area network.

Additional enhancements that were studied and soon to be released for future implementation for the faculty and staff groups include instant messaging and video/data conferencing using the Microsoft Exchange server. Faculty and staff will be able to conduct online synchronous meetings from their offices using an inexpensive web cam and combination headset and microphone to talk and exchange files and written messages with their colleagues.

Final installations were also completed by the NSS staff in the William S. White Building. With the installation of the uninterrupted power supply unit and the relocation of several production servers, a new server room was completed in WSW. This room is now equipped with the infrastructure needed to act as a primary disaster recovery site for IT operations at UM-Flint.

NNNSSSSSS HHHiiiggghhhlll iiiggghhhtttsss >August 2002 Implemented new policy for installing software into student computer labs.

>August 2002 Initiated anti-virus scanning for student email.

>September 2002 Completed installation of UM-Flint Unplugged wireless network making wireless coverage available in all indoor student common areas across campus.

>September 2002 Installed new student file server giving students more space on home directories and email directories.

>October 2002 Completed campus-wide network gear inventory.

>November 2002 Implemented formal change control process. Since November, 176 changes have been initiated.

>Winter 2003 Enabled Exchange Instant Messaging for all Exchange users.

>Winter 2003 Completed server room implementation in WSW 3173.

>Winter 2003 Upgraded tape back up system.

>Winter 2003 Made preparations for investigation related to fifth audit (Infrastructure audit) by UM Ann Arbor Audit Staff.

>January 2003 Hired additional Network Administrator.

>January 2003 Installed Windows XP in MSB 206 using Altiris Deployment Server.

>February 2003 Switched main campus web server from Netscape to Apache with php and mysql support.

>April 2003 Switched network connection to Northbank Center from dual 10 MB wireless connection to 1 GB Ethernet connection.

2002-2003 ITS Annual Report 8

UUUssseeerrr SSSeeerrrvvviiiccceeesss HHHiiiggghhhlll iiiggghhhtttsss >July 2002 Created mediated classroom and smart cart Quicknotes and signage for MCS.

>August 2002 Appointed a new HelpDesk Coordinator.

>Fall 2002 Created new documentation for MCS for the mediated classrooms and smart carts.

>Fall 2002 Enhanced the Training Workshop web site with online registration.

>October 2002 Created four new Quicknotes to assist users with the Wireless Network.

>November 2002 Surveyed student staff workers about email preferences and opinions about Outlook.

>January 2003 Updated screensaver in the computer labs and kiosk machines.

> Winter 2003 Initiated Walk-in Monthly Help Sessions for faculty and staff.

>Winter 2003 Created two new workshops called FrontPage Forms and More and PowerPoint for Faculty.

> March 2003 Created What is Spam flyer.

> April 2003 Created five new and updated four Banner Quicknotes.

>Spring 2003 Completed online scheduling survey to assist with targeting workshop times to those specified by participating faculty and staff.

User Services Several enhancements were made in the Users Services area to assist our users with the use of new technology made available to them by ITS. One of the primary support offerings and contact points of ITS is the ITS HelpDesk. The HelpDesk offers support and consultation via e-mail, telephone, and office hours for students, faculty, staff and alumni. While the HelpDesk operates under a standard working schedule of Monday through Thursday from 8am-6:30pm and on Friday from 8am-5pm, the HelpDesk continues to offer extended telephone-support hours (primarily to assist new online students) at the beginning of each semester, including weekday evening hours and weekend hours.

The HelpDesk also furnishes a wide variety of user documentation for software and electronic processes supported by ITS. The HelpDesk maintains a supply of appropriate Quicknotes for students in the MSB 206 Computer Lab. This year, thirteen new Quicknotes were created and many others updated. Among the new Quicknotes were several designed to assist faculty, staff, and students using the Wireless Network. Documentation was also written to help Faculty with using the new mediated equipment in the classroom. In addition, the HelpDesk produced six new “Whatis” flyers that are designed to define various UM-Flint technologies and present users with more information regarding the topic. Among them include one created to educate students about the new autoforward service available for their email.

The User Services area also includes training, which is conducted in a hands-on environment where topics are selected to enhance the efficiency of University faculty and staff, and exercises are designed appropriately for this audience. The ITS workshop schedule website was revised this year making it easier to utilize, and workshop registration is now available online. There were 79 workshops and seminars scheduled this past year, including 219 online registrations from faculty and staff for these workshops. A survey was also conducted this year to help target workshop times to those specified by faculty and staff.

Special request training is also available to faculty and staff, which includes departmental or group training and one-on-one training. These training sessions are adapted or designed around the specific group or department’s needs.

A new seminar series was introduced in the winter semester for handheld computing basics and video conferencing. Also introduced was a new Summer Seminar Series for Spring/Summer 2003 entitled “Personal Productivity Using Technology”: which includes these classes: ♦ Applying Technology in the Classroom - a faculty focus group on using

the Smart Cart technology to present lecture materials effectively. ♦ Faculty Technology Center Demonstration – the use of new technology

to scan negatives, slides, or transparencies, use the headset for voice recording, and video conference using the webcam.

♦ Handheld Computing Basics - the basic functions of PDA’s (Palm Pilot, PocketPC, etc.), now referred to as handheld computers.

♦ Paperless Information Gathering - discover options for creating online applications, surveys, and comment/suggestion forms.

♦ Smart Cart Demonstration - faculty and staff are invited for hands-on instruction in the use of this technology.

♦ Video Conferencing Basics - a hands-on introduction to the UM-Flint Conferencing Server.

♦ Windows XP Operating System - hands-on tutorial on using the PC effectively for maximum productivity.

2002-2003 ITS Annual Report 9

Web and Instructional Technology Web and Instructional Technology (WIT) began the new fiscal year by reaching out to the community and taking an active role in the two-week Technology Day Camp held in conjunction with the Office of Extended Learning (OEL) at UM-Flint. Members of ITS taught Web Design workshops to area 3rd-5th graders. The Tech Camp web site, developed by WIT, featured numerous pictures of camper activities. Web sites for the campers were set up by WIT on the techcamp.net web server. Again for summer 2003, WIT has developed a new website and set up camper web sites for the expanded four week offerings of Camp Imagination.

This year, many changes and additions were made to make the ITS website more user friendly. A new section was added for publications, including links to the Fall Newsletter, Annual Reports from past years, Quicknotes and “Whatis” flyers. Another section, called "Welcome New Staff ", was added that introduces the new staff members of ITS. New pages were added for MCS and the UM-Flint Unplugged Wireless Network Support Center. The workshop page has a new design that uses an Access database to display workshop information and registrations are now saved in the database. The Mediated Classroom Website was created and improved by the development of room, picture and map pages that use active sever pages with an Access database to retrieve the information about each room.

One-on-one web development consultations were made for a number of departments to assist in their web development needs. Some departments that took advantage of this service are Education, Educational Opportunity Initiatives, Student Life, School of Education & Human Services, Safety, and the Early Childhood Development Center. Web and Instructional Technology group set up the FrontPage subwebs for numerous departments across campus including offices of the Vice Chancellor for Administration, Financial Services, Human Resources, Facilities Management, Public Safety, Purchasing, and Environment and Health & Safety.

In January of 2003, the SBC Ameritech project was expanded to include Lake Fenton School District as they received web-related training opportunities from WIT. The UM-Flint ITS Instructional Technologist trained teachers from West Shore Elementary in web design during February 2003. Fourteen Torrey Hills Middle School teachers and one principal are now developing their classroom websites after participating in the web design training conducted by members of WIT in June 2003.

WIT also actively supports the Technology Roundtables by attending planning sessions, greeting faculty/staff, and assisting the speaker with technology needs. Members of ITS presented the following sessions at this year’s Technology Roundtables: "Learning and Teaching without Boundaries: Our New Wireless Campus”, “SO YOU HAVE A PALM/PDA: Do You Know How to Use It?" (about handheld computing devices), and "Get to the Point with Power" (a session to encourage faculty to utilize PowerPoint in the classroom).

WWWIIITTT HHHiiiggghhhlll iiiggghhhtttsss >Summer 2002 Created Technology Day Camp website & instructed Web Page Design workshops.

>August 2002 Trained six departments to use FrontPage webs.

>August 2002 Conducted FrontPage Web special training for VCA group.

>Fall 2003 Presented at the “Learning and Teaching without Boundaries: Our New Wireless Campus" Technology Roundtable.

>Winter 2003 Redesigned ITS workshop webpage and introduced online registration.

>January 2003 Presented the "SO YOU HAVE A PALM/PDA: Do You Know How to Use It?" Technology Roundtable regarding handheld computing.

>February 2003 Conducted FrontPage web design training for Lake Fenton West Shore Elementary teachers through SBC Ameritech grant.

>March 2003 Presented the "Get to the Point with Power" Technology Roundtable.

>Spring 2003 Added discussion forum for ITS workshops.

>June 2003 Conducted FrontPage web design training for fourteen teachers and one principal from Lake Fenton Torrey Hills Middle School through SBC Ameritech grant.

>June 2003 Assisted with the implementation of the Camp Imagination website (http://campimagination.net).

2002-2003 ITS Annual Report 10

DDDeeevvveeelllooopppmmmeeennnttt HHHiiiggghhhlll iiiggghhhtttsss >July 2002 Graduated nine Flint Community Schools high school students from Computer Systems Specialist program.

>Fall 2002/Winter 2003 Administered thirty-five Microsoft Office Specialist exams to Davison high school students.

>September 2002 Began selling Cisco wireless cards for $135 each.

>November 2002 Implemented name change for Microsoft Office Specialist (MOS) certification program from Microsoft Office User Specialist (MOUS) program.

>November 2002 Graduated nine Flint Community Schools high school students from Computer Systems Specialist program.

>December 2002 Visual Studio.NET Pro added to MS Enterprise Agreement for students.

>Winter/Spring 2003 Participated in No Fear Friday promotional campaign for Microsoft Office Specialist certification exams.

>January 2003 Assisted with installation of web server and FrontPage training for West Shore Elementary School.

>March 2003 Upgraded Microsoft Office Specialist certification software.

>April 2003 Allowed out-of-state online students the ability to purchase Microsoft software by mail.

>May 2003 Presented information about Microsoft Office Specialist certification program to Genesee County high school business technology teachers.

>June 2003 Provided FrontPage training for fifteen faculty members from Lake Fenton schools.

4%

4%

2%6%

5%

2%

77%

Alumni AccountsCertif ication ExamsEmail & Server StorageMicrosoft SalesQuickdiscPrintingWireless Cards

Figure 5 – ITS Revenue Sources

Development Activities ITS generates revenue from sales of Microsoft software, Quickdiscs, Cisco wireless cards, and certification exams and charges for use of some facilities and services. Net revenue of $65,500 was collected for the 2002/2003 academic year. Figure 5 shows the breakdown of funds generated by these activities.

Sales of Microsoft software under the terms of the Microsoft Enterprise Agreement generated $50,298 in revenue for the 2002/2003 academic year to supplement the cost of the annual license fee (see figure 4 for sales totals). Sales of ITS-developed QuickDiscs and Cisco wireless cards generated $1,224 and $1,485 in revenue respectively. ITS also administers examinations for the Microsoft Office Specialist certification and Internet and Computing Core Certification (IC3). Forty-five Microsoft Office Specialist exams were administered, generating $3,150 in profit. To date, no IC3 exams have been proctored.

Product

Current Price

00/01 Sales

01/02 Sales

02/03 Sales

Eligible Purchaser

Office 98 for Macintosh $15 13 5 2 Student/Faculty/Staff Office 2000 Pro for Windows $45 745 358 72 Student Office 2000 Premium for Windows

$45 71 46 15 Faculty/Staff

Office 2000 Service Release 1A $7 21 10 2 Student/Faculty/Staff

Office 2001 for Macintosh $45 23 15 10 Student/Faculty/Staff Office XP for Windows $45 1 292 632 Student/Faculty/Staff Office v.X for Macintosh $45 NA 3 21 Student/Faculty/Staff FrontPage 2000 for Windows $15 62 21 21 Student

FrontPage 2002 for Windows $45 NA 14 40 Student Publisher 2002 for Windows $45 NA 2 3 Faculty/Staff Visual Studio Pro 6.0 for Windows

$53 7 3 0 Faculty/Staff

Visual Studio.Net Pro for Windows

$53 NA 0 23 Student/Faculty/Staff

Windows 98 2nd Edition $15 13 17 5 Faculty/Staff Windows ME $15 17 1 0 Faculty/Staff Windows 2000 Professional $45 8 15 3 Faculty/Staff

Windows XP Professional $45 NA 168 285 Student/Faculty/Staff Figure 4 – Microsoft Product Sales

ITS offers several fee-based services that account for a significant portion of its development activities. These services include Alumni LAN and dial-up accounts ($2,525), self-service printing for students ($3,700), workshops for non-University personnel ($100), supplemental department storage space on ITS servers ($2,750), supplemental email storage space ($183), and departmental recharges for domain name services ($175).

Participating in the last year of a five-year grant from the SBC Ameritech Foundation, ITS continued its collaboration with students and teachers from several local school districts, while continuing to offer the Computer Systems Specialist training program (see DCS section for more information). This year, the project expanded its outreach to the community by providing webpage design to five local small businesses and by assisting with the formation of a partnership between the PTA organizations from Lake Fenton and Grand Blanc Schools to enhance fundraising efforts. FrontPage and Palm Pilot training were provided in an effort to promote technology in the classroom. While this grant is administered by the Associate Provost, ITS does receive some funding to cover costs associated with its services. In the coming year, ITS hopes to receive a similar grant opportunity with SBC that will result in direct funding for the department.

2002-2003 ITS Annual Report 11

Learning Without Limits The UM-Flint ITS Department played a major role in making the Learning Without Limits (LWL) grant program that involved the Flint Community School and Bendle Public School Districts a PHENOMENAL success! The grant, which was funded by both the federal Title II, Part D of the No Child Left Behind Act of 2001 and the state funded Section 98 of PA 191 of 2002, put computers into the hands of 10,000 students in 150 school buildings statewide. The LWL program has been championed by the Michigan House of Representatives Speaker Rick Johnson, and is offered in cooperation with the Michigan Department of Education and the Michigan Virtual University. It is designed to improve student achievement by providing Michigan's K-12 students with access to 21st Century learning tools. The grant required that the participating school districts work with higher education IT Departments that have wireless experience.

ITS assisted by not only introducing this grant prospect to the two districts, but also by organizing and participating in meetings in which steering committee members authored and later administered the grant. Kathleen Conover, UM-Flint ITS Director, and Deb Snyder, UM-Flint Office of Extended Learning Director both served as steering committee members along with administrators and technology coordinators from Flint, Bendle, Genesee Intermediate School District (GISD) and Convergent Technology Partners.

Approximately 700 fourth and seventh grade students from both Flint and Bendle received laptop computers as related to this project. The project went far beyond just providing laptops, however. The selected schools received technical training from eighteen ITS staff members. These ITS staffers created numerous handouts and made presentations for teachers, students and administrators on care and feeding of the laptop, physical security, Internet resources, wireless background, and general information on laptop and cart usage within a wireless environment.

Furthermore, ITS worked with the technical departments from the participating school districts on the ordering, delivery, imaging, staging, and the overall deployment of the 700 laptop computers. Additional hardware implemented included printers, laptop carts, wireless access points, and data projectors. All of the equipment was initially delivered, unboxed and imaged onsite at UM–Flint prior to being shipped to the participating school districts. This took an exorbitant amount of time and planning on the part of the eighteen ITS staff and student members that took part in this endeavor.

A constant reminder of the various projects related to the LWL grant is displayed on the ITS created and supported LWL website for Flint and Bendle Schools. The information features a calendar of events, resource information, related links, project related documents, student and teacher manuals, as well as featuring a digital library of photos and video taken during the numerous LWL events.

Governor Jennifer Granholm recently announced that all 6th grade students in the state of Michigan would soon receive laptops. The success of the pilot LWL program undoubtedly led to the Governor’s decision to forge ahead with offering this new statewide opportunity.

LLLWWW LLL HHHiiiggghhhlll iiiggghhhtttsss

>July 2002 Grant concept shared by UM-Flint Directors with selected school districts.

>Fall 2002 Steering Committee met regularly to write and submit grant proposal.

>October 2002 LWL 1.1 million dollar grant awarded to Flint Community Schools and Bendle Public Schools. UM-Flint named as partner.

>January 2003 Ordered, received, unpacked, staged, imaged, and delivered 100 Gateway laptops, 4 laptop carts, and 4 wireless printers for Bendle Public Schools.

>January 2003 Created and maintained LWL website http://lwl.flintschools.org.

>January/February 2003 Received, unpacked, staged, imaged, and delivered 573 Compaq laptops and 16 laptop carts for Flint Community Schools.

>February 2003 Organized, hosted, and prepared presentation material for LWL Tech Day Kick-Off.

>February/March 2003 Completed teacher and student manuals for 25 teachers and 673 students.

>March 2003 Created PowerPoint presentation in coordination with Steering Committee members for MACUL Statewide Technology Conference.

>March 2003 Delivered custom training workshop regarding the use of Compaq iPaqs for LWL Principals.

>April 2003 Assisted with organization and preparation of materials for the Parent Information and Principal Information Kick Off meetings.

>May 2003 Organized, hosted, and prepared presentation material for LWL Tech Day Kick-Off for Year 2.

2002-2003 ITS Annual Report 12

222000000333///222000000444 GGGoooaaalllsss >Migrate Novell-based servers to Windows 2003.

>Convert student email accounts from Pegasus to Outlook.

>Advance use of Web technologies for supplemental instruction and online course delivery.

>Install new computers in FH 223, FH 459, and MSB 110.

>Relocate Macintosh instructional lab from MSB 115 to WSW 3176.

>Create fourth open computer lab located in FWT Library.

>Create Faculty Technology Center and expand instructional technology training opportunities.

>Upgrade Blackboard online course tool.

>Attain funding for the support of a classroom maintenance plan.

>Replace furnishings in additional classrooms.

>Enhance disaster recovery and contingency plans for campus computing systems.

>Relocate servers per audit recommendation.

>Convert Banner from client-server to internet-native with the implementation of Banner 6.

>Provide technical support for University webpage template design change.

>Incite demand for Microsoft Office Specialist certification and IC3 testing through promotions to the UM-Flint and local community.

>Seek external funding sources for new technology and applications.

What’s to Come In the coming year, ITS will focus its efforts on finding creative ways to implement new technologies and services and to address audit issues while working on a reduced budget. The recessionary climate of the current fiscal situation in the State of Michigan and the reality of a decrease in enrollment will force the University to initiate cuts across the board, and ITS can expect to realize an initial cut of at least eight point eight percent. Plans have already been drafted and partially implemented to find ways to maintain the current services that ITS provides while preserving the jobs of all permanent ITS employees. Cuts are expected to be made to the number of temporary and student staff workers, to the availability of open computer labs, and to the faculty/staff workshop program.

Funding from an increased student Technology Fee (an increase of $5 for full time students has already been approved for 2003/04) will be heavily relied upon to implement new technologies and services in the coming year. NSS will embark on a major project to migrate all Novell-based servers to Windows 2003. An integral part of the migration project will be to convert all student email accounts from Pegasus to Outlook/Exchange in summer 2004. Other enhancements will include the transition to clustered services for core application servers and print services.

New computers equipped with the Windows XP operating system are expected to be installed in computer labs located in French Hall (FH) rooms 223 and 459 and in Murchie Science Building (MSB) room 110. A plan has been devised to relocate the main ITS-supported Macintosh instructional lab from MSB 115 to William S. White Building (WSW) room 3176. ITS will implement a Macintosh Xserver, begin to support Macintosh OS X in all ITS-supported computer labs, and add up to eight additional iMacs into ITS open labs across campus. Twenty-four used machines will be placed into the Frances Willson Thompson Library to form a fourth open computer lab on campus. These machines will be marketed to advanced users as the lab will not be staffed by ITS Labstaff employees.

In 2003/04, ITS will place additional emphasis on expanding services for instructional technology and mediated classroom support. ITS will look to debut the creation of a Faculty Technology Center and create new training opportunities for using technology in the classroom. Online students will see enhancements as Blackboard is upgraded to version 6.0. ITS will also look to attain funding for the support of a classroom maintenance plan and to replace furnishings in additional classrooms.

In addition, ITS will focus its efforts on the completion of audit issues identified by the UM Ann Arbor Audit Staff. Disaster recovery and contingency plans for campus computing systems, including Banner, will be enhanced. ITS will look to make servers located in server room in MSB 106 more physically secure by relocating them to MSB 202. Additional audit issues will also be addressed as a fifth audit is expected to be completed before fall semester.

Other goals will focus on continuing services that are already available. The implementation of Internet-native Banner (INB), currently in testing phase, will alleviate extraordinary hardware specifications currently imposed by the client-based software. Technical support will be provided by ITS when the new University webpage template design is implemented. Demand for Microsoft Office Specialist and IC3 certification will increase through promotions to the community. Finally, ITS will continue to seek outside funding sources, such as grant opportunities, for instructional technology applications and programs that engage the community.