IT Services and Key Performance Indicators

FY 2012 - 2013

2 MUIT Services and Key Performance Indicators

2012-2013

Table of Contents Executive Summary ..................................................................................................................... 3

Organization ................................................................................................................................. 3

Budget .......................................................................................................................................... 4

Cost Recovery and Revenue ......................................................................................................... 5

Customer Services and Facilities.................................................................................................. 7

Collaborative Learning Spaces ..................................................................................................... 8

Computer Labs ............................................................................................................................. 8

myMU Portal ................................................................................................................................ 8

Online Learning ............................................................................................................................ 9

Marshall University Library Services ........................................................................................ 12

Digital Video Services and Lecture Capture .............................................................................. 15

Administrative Services.............................................................................................................. 16

Enterprise Applications .............................................................................................................. 16

Web and Portal Services ............................................................................................................. 17

System Services .......................................................................................................................... 17

Network Infrastructure ............................................................................................................... 19

IT Research Services .................................................................................................................. 21

Big Green - HPC ........................................................................................................................ 21

Internet2® SEGP ........................................................................................................................ 22

IT Security .................................................................................................................................. 23

Governance ................................................................................................................................. 25

Strategic Directions .................................................................................................................... 25

Appendix I – MUIT Service Costs ............................................................................................. 26

3 MUIT Services and Key Performance Indicators

2012-2013

Executive Summary The Information Technology Organization at Marshall

University (MUIT) provides and creates an evolving,

innovative and integrated information technology environment

that empowers, enhances and engages the academic, support

and research activities of the University by delivering effective

IT products and services that help students, faculty, and staff

to achieve Marshall University goals. MUIT supports a broad

range of critical campus services including voice

communications, emergency signaling, facility management systems and real-time information

delivery services and connectivity to outside agencies and organizations (i.e. WVNet, OARnet,

clinics, etc.).

Marshall University Information Technology manages and provides technical support for the

MUOnLine environment that includes almost the complete suite of Blackboard products that are

interfaced to our comprehensive Banner ERP. All MU courses receive an online course section in

Blackboard Learn and have access to tools such as Blackboard Collaborate, Respondus, Camtasia

Relay, MyCourse Eval, DegreeWorks and Lynda.com. We continue to experiment with in-class

collaboration tools such as Tidebreak, Learn Space and products similar to Apple TV. Students

using mobile devices access their course materials via the MUMobile app. Our unified IT support

desk is available virtually around the clock for all their IT support needs. Since libraries are part

of the Information Technology team, tutoring and reference questions are also addressed via the

same support desk. IT also supports a robust Faculty Development Center to assist with the online

conversion of course materials. MUOnline also supports Online College Courses in the High

School program that includes a free course called “How to Succeed in College.” It is designed to

expose high school students to best practices for taking online courses. It also creates a perfect

opportunity to make connections with the K-12 community in the hopes they will eventually

come to MU as full-time college students.

Our vision is to serve all campuses in a unified cost effective manner. The transformation is a

result of a comprehensive approach built on careful analysis of internal and external factors,

development of an appropriate administrative/funding model, building top-to-bottom buy in,

expansion of instructional technology, a solid technology infrastructure and effective promotion.

The MUIT team members actively review emerging technologies that will strategically provide

the most robust, cost effective and scalable solutions to the growing technology and information

needs of our administrators, researchers, faculty, staff and students. Our IT Service Catalog is

available at: http://www.marshall.edu/it/complete-it-services-catalog/ We offer several videos

that provide an IT Services Overview for our new students (IT Services Overview, MUOnline,

Drinko Resources and myMU). MUIT provides both general (www.marshall.edu/it/kpi) and

detailed Key Performance Indicators (KPIs) for core IT services.

Organization

Over the last few years, Information Technology instituted a major reorganization plan that

focused on two principles: 1) The quality of and an emphasis on service 2) An increased

emphasis on security and sustainability. The vision is to reorganize around the provision of

information resources and services and to provide a sustainable core of resources and services at

4 MUIT Services and Key Performance Indicators

2012-2013

the highest level of quality. Increasing the flexibility and mobility of staff among delivery teams

will allow streamlined operations. Overall, our new structure and client-oriented approach

enabled us to respond more flexibly to needs and innovations, provide better service to the

campus, and increase the benefits derived from each investment. The new structure is designed to

maximize our investment in these areas by delivering each aspect of the resources and technology

as a service. Focusing on the provision of services will allow the merger of similar, sometimes

redundant operations allowing for the movement of

individuals and skills to gain efficiencies (common

service desks, etc.). Expected cost efficiencies will be

re-invested to support budget shortfall.

Information Technology has 125 full-time positions

distributed in the following units: IT Administration

(Senior Vice President for Information

Technology/Chief Information Officer – CIO,

Assistant VP for IT, Assistant VP for Online Learning & Libraries, Chief Technology Officer –

CTO, Chief Information Security Officer - CISO, Executive Director of Customer Services and

Shared Support Staff). These are inclusive of all campus locations and centers. The Senior Vice

President for IT/CIO reports directly to the university president. Many student assistant, extra

help and work-study students are hired to supplement the staffing needs of the institution.

Classification Average

Salary

#

Employees

Average

Seniority

Average

Age Classified $34,272 26 17.5 52.42

Classified Exempt $44,123 38 12.32 41.32

Faculty $52,754 18 12.11 52.56

Non-Classified $76,244 24 12.63 44.13

MURC $37,944 16 4.25 31.31

Grand Total $48,805 122 12.39 44.58 *3 vacancies

Budget The campus environment at Marshall University is increasingly driven by technology.

Technological innovation gives students more than interaction with computers – it provides more

time for meaningful contact with peers, professors, and community professionals, enabling them

to take a proactive role in their education. Marshall University has developed an information

technology strategy to aggressively address financial efficiencies in teaching and learning with

technology, administrative systems, services for students, e-learning, intra-campus and inter-

campus network infrastructure, while improving quality and access. Our vision is designed to

synergistically capitalize on economies of scale and serve all campuses in a unified cost effective

manner. The transformation is a result of a comprehensive approach built on careful analysis of

internal and external factors, development of an appropriate administrative/funding model,

building top-to-bottom buy in, expansion of instructional technology support services, a solid

technology infrastructure and effective promotion.

5 MUIT Services and Key Performance Indicators

2012-2013

Cost Recovery and Revenue

Network &Telecommunications, Datacenter, and Client Software Cost Recovery

Many of the campus technology services do not receive institutional allocations. The Division of

Information Technology “cost recovers” several services such as telephone and network

resources (telephones, wired ports, Internet, Internet2, Wi-Fi, etc.), dedicated Datacenter Services

(servers, storage, etc.) and general Client PC/Mac software. This allows for a robust network that

is life-cycled upgraded to sustain reliability and performance. We have been able to invest in

many strategic communications technologies. It also provides financial support for several key IT

team members.

The goal is to provide the best services possible to the campus community at the lowest possible

costs. These units are not a profit center, yet it must be self-sufficient and recover all material

and operating costs. The rates for these services are reviewed and voted on annually by the

Information Technology Council (ITC) and are posted as the IT Rate Schedule. The services that

are provided centrally by the institution and listed as no cost, but the same service may be

charged to a grant, axillary or business partner. The IT staffs supporting these areas are a

combination of both university and Marshall University Research Corporation (MURC)

employees. The MURC employees are supported via funds provided via these recovery centers.

The university completed the first phase of a comprehensive Unified Communications project

that moves the entire technology communications infrastructure to Voice over IP telephone

service and integrates voice messaging/mail with email on the Exchange/Outlook platform. The

next phase of this migration to Unified Communications is underway and should provide cost

stabilization or minor cost reduction over a few years. A detailed description of the MU Network

environment is available further in this document.

$0

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000

FY05 FY06 FY07 Fy08 FY09 FY10 FY11 FY12 FY13

Passthrough $1,896,401 $2,615,013 $3,595,300 $4,722,779 $5,300,313 $5,205,854 $5,898,759 $6,352,895 $6,310,788

Salaries $4,364,209 $4,736,521 $4,831,346 $4,758,878 $4,860,891 $4,784,761 $4,955,097 $5,280,888 $5,634,238

State $4,251,432 $3,646,398 $3,495,856 $3,112,854 $3,666,489 $3,667,310 $3,344,172 $4,186,172 $3,238,573

Revenue $4,510,245 $5,202,887 $5,423,646 $6,315,686 $6,529,406 $6,492,056 $6,419,946 $6,911,430 $7,988,986

Grant $0 $395,613 $366,050 $376,375 $384,880 $373,587 $1,541,612 $543,752 $300,000

IT Budget FY05 - FY13

6 MUIT Services and Key Performance Indicators

2012-2013

FY13 Information Technology Networks and Telecommunications Cost Recovery

External Internal

Total

FY13

119005/5311 IT Infrastructure Communications Cost Recovery

Network Maintenance/Internet Access $181,139 $814,331 $995,471

Telephone Line & Equipment $234,392 $1,074,950 $1,309,341

Long Distance $19,274 $78,117 $97,391

MiFi/Cellular $356 $23,510 $23,866

Toll Free and Calling Cards $5,948 $20,764 $26,712

Conference Calls $125 $4,139 $4,264

Circuits $13,362 $117,948 $131,310

Pagers $0 $5,692 $5,692

$454,596 $2,139,450 $2,594,047

119005/5310 IT Infrastructure Systems Cost Recovery

Data Center Hosting $6,000 $114,413 $120,413

119005/5320 Computing Services (Changed to Enterprise Applications)

Service Level Agreements $183,800 $301,200 $485,000

119005/5321 Client/Workstation Software t Cost Recovery

$104,542 $257,045 $361,586

119005/2069 Information Resource Services Cost Recovery

Service Level Agreements - Support Positions $0 $151,200 $151,200

Service Level Agreements - Facility Support $2,250 $3,600 $5,850

$2,250 $154,800 $157,050

Total Cost Recovery FY13 $751,188 $2,966,908 $3,718,096

Public IT Lab Printing and Copying 119005/2069, 119005/2064

Color laser printing is available at the public computer workstations in the University Computing

Facilities (UCF) labs and University Library, which use the Pharos UnipriNT network printing

system. When printing successfully, the Pharos UnipriNT system debits the user's Marshall

University Herd Points account for the cost of a print job. The cost for Black & white prints is

$.10 per page and for Color prints $.25 per page. At most stations pages are 8.5 x 11, other

options are available in the Drinko Study Center. This charge for printing applies to all users and

operates as a break-even cost recovery. A detailed financial analysis report is provided.

MUOnLine Revenue

The largest external revenue component is MUOnLine. It was

designed as a fully self-sustaining program to promote the

development of online courses and degrees and support the

infrastructure, technical and human, to deliver those courses and

7 MUIT Services and Key Performance Indicators

2012-2013

degrees. In order to accomplish this, the structure of MUOnLine is an entrepreneurial model in

which students are charged a single per credit fee for online classes that is put into a revenue

fund. These funds are used to pay for instruction, development of courses, hardware and software,

infrastructure, bandwidth, technical support, library services and personnel. In addition, 45.45%

of the revenue is transferred back to the institution in the form of indirect and special purpose

funding and 13% to academic units or major institutional projects.

Customer Services and Facilities Learning is moving beyond the college classroom walls and boundaries due to technology

allowing students and faculty to participate in worldwide intellectual collaborations. Marshall

University is a 21st century campus with advanced telecommunications infrastructure, polices,

24x7 student services, online library resources, assessments, collaborative agreements and

institutional vision which creates a campus that has no boundaries. The IT Service Desk operates

133 hours per week with additional on-call hours. The Service Desk serves as the single point of

contact for students, faculty and staff technology assistance. They handle a variety of front line

questions, problems and requests. IT Service requests needing a more detailed response is

escalated to other MUIT units.

0.00

1.00

2.00

3.00

4.00

5.00

Courtesy Overall Quality Technical

Skills

Timeliness

5 4.5 4.6 4.5

3.9

Satisfactory Level of Interactions with IT Service

Desk

Average

Poor

High

8 MUIT Services and Key Performance Indicators

2012-2013

Collaborative Learning Spaces

MUIT supports flexible and active learning programs and collaborative environments geared to

improve student success and outcomes. MUIT has been working hand-in-hand with several

campus areas including the Office of the President, Academic Affairs, Finance and Physical

Facilities, and faculty members to renovate centrally scheduled classrooms to new innovative

learning and collaboration spaces. The goal is to

create a learning environment that supports

collaboration, critical thinking and flexible

learning styles. Faculty development is a

collaborative process between the IT Team

and the Academic Affairs Center for Teaching

and Learning. Since the room renovations

require painting, additional electric, large flat

screens, adjustable podiums, wireless, new

mobile furniture (Steelcase node and KI

chairs), speakers, etc., the IT Team must also

work very closely with facilities management.

A SharePoint site was created to inform and

collect input from the campus community on the project. A general web site that provides

important information and training for all of the Technology Enhanced Classrooms (TECI) was

created.

Computer Labs

MUIT operates several Public Computer Lab Facilities and

Learning Resource Centers on the MU main campus and

South Charleston. Some are reserved for class meetings

(Corbly Hall 330 and 332, Smith Hall 532, Harris Hall 444,

South Charleston 137, 210) while others are open access

facilities (MSC Lab, E-Post Office, MOVC LRC, LJH LRC,

etc.) . Additionally, MUIT provides support services to

several academic departmental computer labs via Service

Level Agreements.

myMU Portal

The web portal, myMU, was upgraded over the summer of 2013 to provide more direct, one-stop-

shop and personalized access to information via a new single sign-on access method.

DegreeWorks and other resources provide tailored advising, degree progress, informational,

academic and financial alerts and access and warn them of any type of hold on their record.

Using the muMU portal, students access their university records and financial information, stay

connected with others and make new connections. Using the many tools available on the portal,

students can view and update their personal information, register for classes, check grades, get

transcripts, pay bills and even apply for financial aid. Course tools allow students to communicate

with their instructors and classmates. Students can send and receive e-mail, create their own

personal address books and access and manage their personal and course calendars. They can

even create special calendars and task reminders using the portal. Another function of myMU is

group communities, similar to Facebook. Students are able to create, manage and join electronic

9 MUIT Services and Key Performance Indicators

2012-2013

communities for clubs and groups. The Announcement Channel on the myMU homepage lets

students stay up-to-date with campus announcements, news and messages from their college.

Marshall University has initiated a major advancement in student communications via a

partnership with Microsoft Corporation which provides Microsoft Office 365 email accounts as

an option to students. During the summer of 2009, the University began offering current students

a new email service on Microsoft Outlook Live. This was upgraded to Office 365 in the summer

of 2013. Students have a full Microsoft Exchange environment with email, calendaring, contact

management, shared folders and other tools. More recently because of our Microsoft Campus

Agreement funded by cost recovery from the Client Workstation Software Fee, all currently

enrolled students have free access to Office Professional Plus software for up to five of their

computing devices.

Online Learning

The online learning platform at Marshall is referred to as MUOnLine.

The MUOnLine program continues to utilize the Blackboard Enterprise

Learning System® as the course management delivery platform for

online courses and course supplements. A system-wide upgrade to

Blackboard Learn 9.1 took place January 2012. All MU courses receive

an online course section in Learn and all hybrid and online courses are

delivered via the new MUOnLine learning management system.

Approximately 66% of our faculty use this resource for totally online courses, hybrid courses or

as a class enhancement. MUOnLine program has continued to see an increase in enrollments that

is attributed to an increase in online course offerings and establishment of several new online

degree programs, minors, and certificates

The university administration has provided support for new technologies and software to ensure

that students and faculty

enjoy a quality

experience creating and

delivering online

courses. Our libraries

have cultivated a wide

array of online resources

and services to provide

access to millions of

books, articles, research

reports, images, sound

clips and more as

students seek 24/7

online support for E-

course projects and

assignments. Marshall

consistently contributes

to local, regional and

10 MUIT Services and Key Performance Indicators

2012-2013

national conferences related to online learning that allows our faculty and staff to share successes,

forge new relationships and enhance skills.

Online Support

Marshall University has a strong commitment to providing the students with quality technologies

that support online and hybrid courses and faculty with the tools needed to produce and conduct

quality online educational content. Resources and staff are allocated by the Information

Technology unit to ensure that the online learning platform and all its peripherals are well

supported during and beyond typical business hours. With a robust and diverse online student

population, this support is a necessity to ensure student success.

MUOnLine Design Center

The center provides training and support for Marshall University’s faculty and staff. This unit

works with Marshall University faculty and staff to provide the hardware, software, networking

and technological assistance and support needed. They assist faculty and staff using the video,

audio and integrated instructional media applications. These services are necessary to support,

further and accomplish the goals set forth in the Marshall University Mission and Vision

Statements. The Design Center is also responsible for facilitating online course development. A

faculty committee, coordinated by a member of the faculty, provides guidance, support and

training.

Digital Learning Team (DLT):

Comprised of professional librarians and an instructional technologist, this new group creates and

coordinates faculty and staff training, both in person and online. Team members use various

online means and software programs to enhance the learning experience for online and face-to-

face students. The DLT also contributes to faculty and staff development by offering face-to-face

and digital training opportunities. The DLT consistently contributes to local, regional, and

11 MUIT Services and Key Performance Indicators

2012-2013

national conferences related to online learning and libraries that allow our faculty and staff to

share successes, forge new relationships, and enhance skills.

Marshall Technology Outreach Center (MTOC)

The center allows Marshall University to enhance the lives of the community through integrating

the University externally and dissolving barriers to traditional technology education. Programs

include Online College Courses in the High Schools (OCCHS) and ongoing K-12 technology

partnerships including teacher-training initiatives. The OCCHS Program offers qualified high

school students the opportunity to take Marshall University courses online--100% via the

Internet--for college credit while they are still enrolled in high school. Each three-hour course

offered through OCCHS is offered at a reduced cost.

The MUOnLine Design Center staff, Digital Learning Team members, and MTOC staff

collaborate to provide an array of training and development opportunities to faculty, students, and

staff.

Online Training Resources

Lynda.com is a MUIT licensed online video-training

library with thousands of software, career development,

and technology training titles that you can access from

anywhere using an internet browser and your MUNet

login credentials. Lynda’s video courses are taught by

industry experts, working professionals, and veteran

teachers. The library features software from Adobe,

Apple, Autodesk, Blackboard, Facebook, Google,

HTML, Microsoft, Open Source, SPSS, Twitter and

many more that allow users to learn the latest tools and

techniques in business, digital media, design and development. For FY13, 1,975 users (800 new)

watched 76,437 videos totaling 5,633 hours. Just from July 2013 to December 31, 2013, there

were 3,058 users.

MU Lynda.com users FY 2013 1

12 MUIT Services and Key Performance Indicators

2012-2013

Quality Matter QM & WVROCKS

MUIT has been working with the West Virginia Higher Education Policy Commission on using

the faculty-centered, peer review process for online and blended courses called, Quality Matters

(QM). Another project initiated by the Higher Education Policy Commission to increase access to

higher education for non-traditional learners by supporting the delivery of high-quality instruction

focusing on e-learning best practices for continuous enrollment courses is WVROCKS. The goal

is to enhance the ability of adults to attain a bachelor’s degree through existing Bachelor of Arts

degree programs. Making great strides during the past year, close to 200 faculty and staff have

been certified in Applying the QM Rubric:

Information Technology Assessment:

Another component of MUOnLine is the integration of information literacy, computer literacy

and over-all critical thinking competency within the information technology realm. By using the

Educational Testing Service iSkills™ assessment program, this unit can provide national

benchmarks to aid faculty in addressing information literacy needs and improving the teaching

and learning process.

Marshall University Library Services The Marshall University Libraries support the teaching, research and

public service commitments of the University. To fulfill this

responsibility, the Libraries acquire, organize, maintain and preserve

materials in all appropriate formats. They also provide access and delivery

of information, resources and services. Using the library as a gateway,

students have access to the tools to search multiple resources and obtain

materials from a variety of sources. A dynamic interlibrary loan and document delivery program

provides materials from other libraries in electronic or print form, often in a matter of days.

Courier services also enhance turnaround time and overcome geographical limitations.

Marshall University Libraries utilize Innovative Interfaces System (III). We are moving to the

new Sierra Services Platform during the spring of 2014 to provide more robust mobile application

access to the technical processing and support side of the online catalog. Each library operates as

part of the university system and provides unique services to the clientele and program(s) with

which it is associated. Together, the University Libraries’ holdings support graduate level

research needs with more than 495,000 volumes of which over 48,500 are e-books, and access to

more than 45,000 periodical titles of which 43,500 are completely online. Students may use

monographs, periodicals, documents, DVDs, sound recordings, electronic journals, online

reference materials and microforms. We also provide access links to the public to statewide

databases.

13 MUIT Services and Key Performance Indicators

2012-2013

Access to electronic resources and Ask A Librarian chat reference services are available via the

University Libraries’ web page. The libraries play an essential role in the educational and

research activities of the individual university programs. Using the library as a gateway, faculty

and students have access to the tools to search multiple resources and obtain materials from a

variety of sources.

As more electronic resources are provided to students, print circulation declines as online

circulation grows. This trend has been seen among libraries across the United States in recent

years. To continue to meet the demands of students and faculty who prefer digital content, the

MU Libraries will be participating in a groundbreaking program offered by our consortium,

PALCI, to expand traditional interlibrary loan to include electronic book holdings at each of the

participating libraries. Launch of this new program is expected during spring 2014.

14 MUIT Services and Key Performance Indicators

2012-2013

John Deaver Drinko Library: houses close to 200,000 volumes, current journal subscriptions, a

24-hour computer lab, information commons, multimedia presentation facilities, an assistive

technology center for the visually impaired, faculty and student instructional technology rooms

and a fully wired auditorium. Circulation, Reference and Media are located in the Drinko Library,

with extensive collections and teams of qualified personnel. Opened in 1998, this state-of-the-art

facility also houses the Information Technology Administration and several other IT units such

as: IT Resources and Customer Services, IT Enterprise Applications and the IT Infrastructure

Communications and Systems teams.

Online Library Services: librarians and staff provide real-time reference services through the

webpage, email and chat services. In addition to chat reference, we subscribe to over 100 full-text

and multi-subject databases, over 43,500 online journals, and close to 49,000 e-books. The

libraries provide online access to Information Delivery Services (IDS). IDS is a web service that

allows the Marshall students, faculty and staff to get articles/book chapters delivered

electronically. We subscribe to a consortium that allows us to borrow books from over 70

academic libraries in the WV, PA, NY, and NJ region. With a quick turn-around time, students

and faculty have close to over 36 million items at their fingertips!

James E. Morrow Library: the oldest library on campus, it is situated between Smith Hall and

the Science Building. It houses Special Collections, Government Documents, and shelving for

approximately 275,000 volumes. Special Collections features the University Archives, West

Virginia Collection of state and regional materials, and the unique Hoffman and Blake

15 MUIT Services and Key Performance Indicators

2012-2013

collections. Government Documents, a federal depository collection, contains over 1.2 million

items and provides materials in electronic, microform, and paper formats.

South Charleston Library & Research Commons: located in South Charleston in the Robert

C. Byrd Academic and Technology Center. The library contains over 6,000 books and close to

200 current print journal subscriptions, with 24/7 online access to everything in the MU libraries

online system. There are 12 public computer terminals and a technology-enhanced study or

collaboration room. Services are designed to support distant and non-traditional graduate

students and research support is available through live interactions, online, and by phone.

Beyond traditional library services, this facility offers the MAT (Miller Analogies Test), photo

ID’s and assistance navigating sites such as myMU and MUOnLine.

Digital Video Services and Lecture Capture

One of the video resources utilized by MUIT is Camtasia Relay.

It captures and publishes your lecture or presentation (anything

that is happening on your computer screen including audio and

video from a camera) and publishes it to a wide variety of online

locations pre-established by the faculty. You can also choose

other video formats for download (Quicktime, Flash, MPEG4,

or Windows Media Format). Camtasia Relay has made lecture-

capture a necessity among several of the medical and biotechnology classes. Multimedia

formats are sent automatically to MUOnLine and restricted to students enrolled in the

course or to YouTube, or a variety of other online streaming services. University offices

have also used the program to support internal staff training.

Blackboard Collaborate™

Since 2009, Wimba Live Classroom has been a feature in MUOnline. Blackboard Collaborate™

was introduced in 2012 as an improved virtual classroom and meeting room service providing

web conferencing with multi-way audio, multi-point video, interactive whiteboard, application

and desktop sharing, rich media, breakout rooms, and session recording. Over 60 faculty have

been trained and/or certified in the use of Bb Collaborate by Bb’s training group.

Video Streaming

A comprehensive digital video management system called Ensemble was integrated into

MUOnLine in 2012 replacing the older MUMedia streaming servers. This system allows faculty

to put audio, video and computer screen video captures online and restricted to students enrolled

in a specific course or courses. This feature is very important in order to observe copyright laws

and secure faculty content.

In the beginning of 2012 MUIT began offering a service for streaming live events as they happen

via the MUIT Livestream service. This service is a highly scalable LiveStream solution for live

event video/audio casting. This service is used for Commencement, the Governor’s State of the

State Address, the President’s State of the University Address, Week of Welcome events, various

lectures and popular speaker events on campus, and most recently the Marshall University

Memorial Service which had 3,663 live viewers.

16 MUIT Services and Key Performance Indicators

2012-2013

Digital Signage

While newsletters and bulletin boards can only deliver static

information, digital signage can make use of many media types to

keep the information current and attention grabbing. Digital

signage systems are able to take advantage of dynamic content

pulled from RSS feeds or other information systems. By linking

Marshall’s Resource25 Calendar for event scheduling, the data that

is entered into one system can be repurposed in real-time by the signage

network without needing additional staff to extract the data and schedule it on the network. The

project has expanded to more than 40 signs including the Biotechnology Science Center video

wall. Remote locations and most campus buildings are kept up to date on events, announcements,

and deadlines by any campus unit or organization. This eliminates the need for paper flyers and

other costly methods of getting information to the campus community.

Administrative Services Information is among the university’s most valuable assets. A coordinated environment for

processing, storing, and delivering this information enables the business of the university to

proceed unhindered. Leveraging consolidation,

standardization, virtualization, and automation, Marshall

University has created a foundation for delivering key

infrastructure services and ensuring recovery from disaster.

Enterprise Applications

Administrative Enterprise Resource Planning (ERP) systems

have become a way of life in higher education. Marshall

University was a very early ERP implementer. The Banner

Student Information Systems module was first installed in 1987,

with the HR, Alumni and Finance modules being implemented by 1998. Marshall University was

one the first schools in the world to implement Banner SIS. In the 2010-2013 timeframe,

Enterprise Applications expanded the suite of Banner products being used at Marshall. The new

products include Banner Workflow, Banner Recruitment Management, DegreeWorks, and the

Banner BI tools built on the Oracle ODS/EDW data warehouse . The addition of these products

rounds out the administrative ERP offerings to our business partners throughout the University.

Another strategic solution deployed by Enterprise Applications in 2001 was the university portal,

myMU. The portal is a companion system to Banner and MUOnline, and provides the web

conduit for accessing and integrating the vast majority of online student resources via a secure

authentication methodology. The combination of these resources forms the Marshall University

Unified Digital Campus.

MU Information Technology also supports via service contracts both MURC and the University

Foundations Banner systems. The Marshall University ERP was deployed at a fraction of

today’s costs. All West Virginia public high education institutions use Banner Student

Information System and utilize a state contract. MU has its own contract and can also utilize the

state level contracts.

17 MUIT Services and Key Performance Indicators

2012-2013

Web and Portal Services

MUIT supports the main www.marshall.edu web site and several

associated sub sites. Due to the increased usage of mobile devices,

the entire site was reengineered to support a technology called

Responsive Web Design. The Web and Portal Services team also

provides support for SharePoint, MU Mobile, myMU, and the

University Events Calendar and several other web centric

applications. An Infographic available with the major highlights of

2013 is available at: https://magic.piktochart.com/output/999381-hiflier

Web Visits – January 2013 through December 2013

System Services

The central University Data Center has seen an increased efficiency in operation due to

consolidation and virtualization of servers and storage. The number of devices (Servers and

storage) is almost steady from last year but the amount of storage available for different

application has increased to accommodate the growth in data and need for faster access.

Additionally the data center storage arrays have capacity to handle short spikes in usage if they

ever occur.

It has been noticeable that there was an increase in the amount of servers and storage hosted in

the data center for groups that are not part of central IT servers where a growing number of

departments and faculty is interested in hosting servers and services in the secure and highly

available data center and leveraging IT staff expertise and the efficiency of IT operations. About

quarter of the data center devices are not part of the typical IT services (e.g. Banner, Exchange

..etc) and are hosted for grants, departments applications and faculty projects (e.g. HPC clusters,

DNA sequencing analysis…etc). The costs and counts provides in the reports are only for the

hardware devices and do not include any other fees or software costs.

18 MUIT Services and Key Performance Indicators

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0

20

40

60

80

2007-01-11 2008-01-11 2009-01-11 2010-01-11 2011-01-11 2012-01-11 2013-01-11

Data Center Power Utilization (KVA)

Data Center Hardware count per Service

Hosted for others

Vmware

Banner

Networks

Hardware:Storage

Telephone

Client Support

Server mgmt & monitoring

Database Servers

Hardware: Infrastructure

19 MUIT Services and Key Performance Indicators

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Network Infrastructure

Marshall University’s Campus Network, MUnet, is a state-of-the-art

10 Gb Switched Ethernet based backbone network linking all

buildings on the Huntington Campus with WAN links to our regional

campus, centers, and medical clinics. MUnet supports over 15,000

switched gigabit Ethernet ports and over 600 WiFi 802.11n dual band

wireless access points that are upgradable to the new 802.11ac

emerging standard.

The Huntington Campus is connected to the South Charleston Campus by a 100Mb Transparent

LAN Service (TLS) circuit provided by Frontier Communications (formally Verizon) and a

100Mb diverse path LUMOS MPLS circuit. The Mid-Ohio Valley Center in Point Pleasant is

linked to the Huntington Campus by a 100Mb Frontier Communications TLS circuit. The

Medical Education Building (now housing our new School of Pharmacy) adjacent to the VA

Hospital in Spring Valley and the Marshall University Research Corporation in downtown

Huntington are both also connected by a 100Mb Frontier Communications TLS circuits. Various

smaller learning centers like the Larry Joe Harless Center in Gilbert and clinical facilities are

connected via T1 or 10Mb Frontier Communications TLS or LUMOS MPLS circuits.

20 MUIT Services and Key Performance Indicators

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The Huntington Campus network is linked by a university owned metro fiber point to point

service to the Robert C. Byrd Center for Flexible Manufacturing in downtown Huntington. Fiber

pathway has been extended to the new Visual Arts Center being built across from Pullman

Square in downtown Huntington. This facility is due to open in summer 2014.

The Marshall University Joan C. Edwards School of Medicine (JCESOM) Campus adjacent to

Cabell Huntington Hospital and the JCESOM Fairfield Campus, including the Erma Ora Byrd

Clinical Center as well as the Forensic Science Center, are connected by a JCESOM & WV

Telehealth owned metro fiber optic ring operating at 10Gb. An additional JCESOM and WV

Telehealth owned metro fiber optic ring links St. Mary’s Medical Center and the St. Mary’s

Medical Education Center, also the location of the new Marshall University Physical Therapy

Doctoral Program, at 10Gb and integrates to MUnet on the Huntington Campus. The WV

Telehealth intra-carrier hub for Huntington is located in the Drinko library and connected to each

of the JCESOM/WV Telehealth rings. These rings are planned and operated by Marshall

University Information Technology in coordination with St. Mary’s Medical Center, Cabell

Huntington Hospital, the Joan C. Edward School of Medicine, and the WV Telehealth Alliance.

The MUnet campus networks are connected to 1.4Gbs of commodity Internet Service provided

by three diverse Internet Service Providers (LUMOS, OARnet/3ROX/WVNET, and GTT).

Marshall University is also a member of Internet2 and is connected to Internet2 with 500Mb of

service provided via the WVNET 10Gb West Virginia state-wide ring linking Huntington,

Charleston, Morgantown, Columbus, and Pittsburg to primary Internet and Internet2 providers.

This bandwidth and redundancy provides the reliability and services needed to support current

campus initiatives and activities.

Marshall University had established a SEGP agreement with Internet2 to offer Internet2 services

to other West Virginia higher education institutions, K12, State Government Agencies, Libraries,

Hospitals, and other eligible not for profit research and education entities in West Virginia. This

was partially funded in FY2012 by an EPSCoR grant that was initiated in FY2011. An

agreement was reached at the beginning of FY2013 to turn over services for provisioning

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Internet2 to other agencies to WVNET. WVNET had obtained BTOP funding for provisioning a

state-wide 10Gb ring that should sustain this connectivity into the near future.

All MUnet service provides full Quality of Service (QoS) on all network ports and multicasting in

support of voice, data, and video services and other real time applications. All services are

switched and operate at full wire speeds.

Marshall University participated in the Internet Society’s World IPv6 Day 2011 on June 8, 2011.

During this worldwide test Marshall University certified MUnet to be fully IPv6 enabled.

Internet Protocol version 6 is the future of Internet addressing and protocols and will gradually

replaces IPv4, Internet Protocol version 4. IPv6 offers many enhancements to the basic protocol

of the Internet in addition to adequate address space to accommodate the growing number of

Internet connected devices.

MUnet supports full Voice over IP, VoIP, telephony services with unified communications and

voice mail to nearly 4,000 extensions as well as a limited number of legacy FAX and other analog

lines via analog gateways.

MUnet central video conferencing services support High Definition (HD) conferencing at 720p or

1080p. All HD endpoints are capable of a four way video call on their own. A 20-port Multi

Point Control unit supporting full HD Video Teleconferencing over IP enables video calls

requiring more than four concurrent endpoints.

IT Research Services Marshall University is leading West Virginia in our cyberinfrastructure and

building for the future of telehealth and research capability.

Cyberinfrastructure will continue to be a major player in both academic and

research grants. It opens new possibilities for collaborative research for “Big

Data” and leverages research dollars. MU has already received a

combination of federal grants that expand or support our cyberinfrastructure. These include the

NSF CI-TRAIN that provided the HPC Cluster, the Internet2 SEGP grant for connectivity and the

FCC Telehealth grant for a fiber ring around Huntington.

MUIT launched the new Research Computing website. The site presents information to the

University community about all research computing results, activities, resources, and services on

campus in a single, coordinated website. The site includes NSF Data Management Plans and

Templates and modular paragraphs describing the network infrastructure, including our

Internet2® resource.

Big Green - HPC

MUIT participates as team members of the NSF CI-TRAIN grant project. At the forefront of the

CI-TRAIN project is the High-Performance Computing (HPC) cluster. The HPC cluster,

nicknamed "BigGreen," gives the University access to a significant amount of resources and data

that formerly were available only to the nation's most highly esteemed research facilities. With

the new HPC cluster, our students and faculty now have access to computing power, data and

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information we could only imagine just a few years ago. MUIT provides the technical support

and infrastructure to the cluster.

Internet2® SEGP

The National Science Foundation awarded Marshall University, on behalf of the West Virginia

Higher Education Policy Commission, a federal grant in 2010 to enhance cyberinfrastructure and

to enable inter-campus Internet2® access. In April of 2011, the West Virginia Internet2®

Consortium for Sponsored Education Group Participants (SEGP), Marshall University, OARnet

(The Ohio Academic and Research network, Columbus), and Internet2® signed an agreement that

allowed West Virginia to be the 40th state to offer Internet2® memberships to eligible

organizations through a shared membership. Under this agreement, Marshall University was

acting as the sponsor and sole SEGP connector and OARnet as the Internet2® connector. Delivery

of this service was facilitated by WVNET to its member institutions which included Higher

Education institutions, K-12, Libraries, State and Local government, medical facilities, research

facilities, and others that meet the requirements of the Internet2®. In May of 2012, this agreement

was modified in response to network enhancement initiatives at WVNET to add WVNET as an

additional SEGP connector, and 3ROX/Drexel (3Rivers Optical Exchange, Pittsburgh) to be an

additional Internet2® connector, thus enhancing access and reliability to those same participants.

Working in collaboration with the CI-TRAIN grant team as well as our NSF EPSCoR RII grant,

Marshall University IT continued to collaborate with research computing groups and research

faculty on improvements to research computing resources as well as major upgrades to the

Computer Room made possible by Capital funds and the CI-TRAIN grant.

23 MUIT Services and Key Performance Indicators

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IT Security The Information Security (InfoSec) team reports directly to the Sr.

VP of Information Technology/CIO and supports the mission of

the University and the Office of Information Technology through

a number of operational and strategic activities:

IT Governance through the introduction of new and

update to existing campus IT security policies, standards

and procedures thru the University Information

Technology Council.

IT Incident Response Coordination for data breaches, information disclosure handling,

DMCA infringement process, and technical support of legal preservation/litigation hold

matters.

IT Information Security Awareness Development providing campus resources such as the

MU InfoSec website http://www.marshall.edu/infoSec , display materials including

digital signage, e-mail bulletins, and special events such as InfoSec Awareness Month

(October). A self-paced cyber-security awareness training is also under development.

Threat and Vulnerability Management thru the deployment and management of endpoint

security software, client asset inventory and software patch deployment.

Project Collaboration with IT Infrastructure, Enterprise Apps and Client Services teams in areas

such as network vulnerability assessments, security information and event monitoring (SIEM),

identity and access management (IdM), campus emergency notification (MU Alert), and research

of information security trends.

Cisco® core network including edge-

routing, firewall service modules, virtual

private network (VPN), switched Ethernet

and protected wireless services.

E-mail security provided by Barracuda

Spam Firewall® and Microsoft Forefront

Protection for Exchange®.

Symantec® Endpoint Protection for client

and server anti-malware, pro-active- and network-threat protection.

Security information and event monitoring (SIEM) project is currently in an initial

deployment phase, and is beginning to assist the IT infrastructure and security teams with

real-time notifications and is allow improved visibility into network threats and malicious

activity.

The IT Infrastructure and Information Security teams utilize a number of key systems that

provide monitoring reporting for our internal performance and risk management processes. These

include such areas as:

24 MUIT Services and Key Performance Indicators

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E-mail Perimeter Defense which measures the volume and threat composition of our inbound

campus e-mail stream.

Client at Risk and Infected Status which measures the

types of malware risk which are being encountered by

campus computers.

Client Network Threat Protection which is an additional

measure of the types of malicious network activity

observed and blocked by our intrusion detection software.

Security Incidents are recorded and tracked using or our IT Service Desk Support Request and

Tracking system. One such metric is the Monthly Volume of DMCA (Copyright) Infringement

notifications. External rights management organizations such as the RIAA, MPAA, and others

routinely monitor peer-to-peer file sharing traffic. Campus IT organizations are notified and a

25 MUIT Services and Key Performance Indicators

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DMCA ‘take down notice’ is issued when protected works are found to be exiting from campus

networks.

DMCA Infringement Trends by Year

Security Incidents (cont.) also allow us to track sharing infringement by media type.

Governance The Information Technology Council (ITC) is the official university committee governing

university wide policy for computer, library, distributed education and network usage at Marshall

University. Policies promulgated by this council are subject for review and comment by the

President’s Office, the Dean's Council, Faculty Senate, Classified Staff Council and Student

Government Association before final adoption. Final policies are than sent to the President and

Board of Governors for approval.

Strategic Directions The Information Technology Strategic Plan outlines our current and future direction and is found

at: http://www.marshall.edu/it/publications/MarshallITPlan2011-16.pdf. Information Technology

annually provides detailed reports to external agencies on what resources that we provide to the

communities that we serve. These include the Educause Core Data Services, IT Key Performance

Indicators, Annual Project Reports, the Campus Computing Survey and the IT Project Portfolio

Catalogue. These are all located at: http://www.marshall.edu/it/about-it/publications/

26 MUIT Services and Key Performance Indicators

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Appendix I – MUIT Service Costs

17%

27 MUIT Services and Key Performance Indicators

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28 MUIT Services and Key Performance Indicators

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29 MUIT Services and Key Performance Indicators

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