THE INFORMANTNETWORKS & OPERATIONS, ENTERPRISE APPLICATIONS, SERVICE DELIVERY, AND SECURITY SERVICES

Winter 2019

THE INFORMANTCWU Information Services Monthly Newsletter

Welcome to winter quarter, Wildcats!

Fighting phishing

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PAGE 8ObserverArchived

What’s new at I.S?

PAGE 3Password protectiontips

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PAGE 5I.S. By the Numbers

PAGE 6Bouillon Neighborhood

PAGE 9Student Corner

PAGE10I.S. 2018-19Goals

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What’s happening at I.S?

If you’ve ever been through the lobby of Bouillon 202, you’ve likely received a friendly greeting from Lori Buntin. Lori has provided invaluable support to the department and as such, Information Services is pleased to announce that Lori has been hired into the permanent position of administrative assistant. To learn a bit more about Lori and her role in Information Services, read on!

How long have you worked for I.S? I’ve worked for Information Services in a temporary capacity since August 2018. I’m permanently in the role as of December 1. What will your new position entail?Some of what it will entail is providing administrative support and responsive customer service to stakeholders inside

and outside of Information Services, purchasing, travel assistance, taking meeting minutes, being a conduit for communication, managing file and equipment disposition, production of meetings and other events, assisting with recruiting and hiring processes when needed, and managing CWU’s cell phone needs. This is the short list, of course. Ask me this same question next year!What are you looking forward to in this role?I’m looking forward to immersing myself in projects. Whether it’s planning an all hands meeting or assisting with the search for I.S.’s next CIO, projects have many moving parts and a creative element to them. There are decisions to be made, problems to solve and ideas to brainstorm--I love that. What do you like most about I.S?The people. I don’t know if the I.S. team knows this, because maybe they’re too close to it or have been here such a long time, but Information Services is a great department at this university. I know that everybody works hard and they solve complicated issues and meet ever changing needs, and they do this with a great deal of grace and professionalism. They are truly an exceptional, kind bunch of people.

Password Protection101The key to safeguarding your most valuable information from criminals is to have a strong wall of protection, and your first line of defense is your account password. Whether it’s Outlook or Facebook, a strong, unique password is key to keeping your most important information safe and out of the hands of the wrong individuals.

Make it memorableChoose a series of random words that are easy for you to remember but will be difficult for someone to guess, such as “calicoTape$hark7” or “4catsMap” A secure password doesn’t need to be a jumbled string of letters, numbers, and symbols!

Make it diverseNever use the same password for all of your most important accounts! This prevents individuals who’ve gained access to one of your accounts from using your password to access additional information in other accounts.

Make it uniqueA quick search will tell you the most common passwords are “password”, “123456”, and “qwerty”. It may seem like common sense, but these are the worst passwords you could possibly have! Pick a phrase that is personal to you and uncommon to lessen your chances of being hacked.

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I.S. By the Numbers

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FY 15 FY 16 FY 17 FY 18

Was your CWU technician helpful?

Excellent Good Fair Not Very Helpful

Was your CWU technician helpful?

Over the course of four years, I.S. received 6,648 responses from constituents indicating their level of satisfaction with the quality of the CWU technician that helped them resolve their tech concerns. During this period, the portion of responses that rated their technician’s help “excellent” rose from 77.4% to 86.76%.

77Information Services staff supporting CWU students, faculty, and other staff

.05% of all CWU students, staff, and employees work for I.S.

6% of CWU’s total budget that went to Information Services in FY 2018

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Bouillon Neighborhood

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For this series, we will be taking a look at the various departments that reside in Bouillon Hall and the essential services they each provide to the university and its students and staff. For our first feature, however, we’re going to shed a little light on the history of Bouillon itself!

Completed in 1961, Bouillon is one of the oldest buildings on campus. Located at the historic south end of campus, it began its tenure at what was then named Central Washington State College as the school’s library.

Seen below in 1965, Bouillon was built to house the rapidly expanding collection of literature, music, and other scholarly works that had rapidly outgrown its

home in what is today Shaw-Smyser Hall. Though the building’s exterior hasn’t changed significantly since the 1960s, the young trees pictured below have now grown so large that they obscure much of the Chestnut Mall-facing west side of the building!

Bouillon was treated to a series of major renovations in 2016-2017 to update the building’s interior for improved comfort and connectivity. During the university’s Movezilla program in 2016-2017, some departments were moved to new spaces to make the best use of the space available. Today, Bouillon is home to Information Services, the Registrar, Admissions, Financial Aid, and Testing Services, among other offices as well.

An inside look at the student services available in Bouillon Hall

Know the signsPhishers are notorious for crafting emails and other correspondence that are meant to look legitimate enough to trick users into unwittingly exposing their information to cyber criminals. The key to keeping your information safe is to proactively recognize their attempts to steal important information.

Phishing tactics can range from the classic, “You have just won $10,000! Just provide us with your bank account information so we can deposit your check!” to more sophisticated (and arguably more dangerous) ones that appear to be legitimate employees asking for confidential data, such as account passwords, medical records, and financial information.

Always watch out for illogical email addresses--many phishing accounts will add or change an extra letter, character, or number to an email address in hopes that users don’t notice the discrepancy (ex: @outllook.com). Another common clue that an email is being sent from a malicious source is when the individual claims to work at one company, but is emailing potential victims from another

account. What Microsoft customer service representative sends emails to customers from their Gmail account? The best thing you can do when you come across any suspicious emails is to handle it with caution. Most organizations and institutions have policies that prohibit sharing sensitive information via email, so always be cautious and aware when asked to do so. Ultimately, it’s up to each of us to be aware of what we interact with online in collective effort to stop phishers from successfully stealing our valuable information. Know who you’re talking to and always click carefully!

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Fighting phishing

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Central Washington University recently introduced a new email security tool that will enable the university to provide an increased level of protection to students, staff, and faculty email accounts. To further protect your most valuable information, read along on how to spot a potential phishing risk in your own email inbox!

Does it make sense?

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Observer ArchivedA glimpse at CWU’s history through its student-run newspaper, The Observer

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Each month, we’ll be taking a look at archived editions of The Observer newspaper to see how life may or may not have changed for students and staff at Central Washington University. For this installment of Observer Archived, we’re

going back 20 years to see how CWU students and staff were adjusting to new educational technology tools in the classroom!

It was January 1999, and the CWU community was still adjusting to all the new technology. Black Hall had been dedicated in October of 1998, and with the start of the winter quarter brought new challenges as staff learned how

to use the new technology. Black Hall’s four computer labs were home to “Macintoshes and PCs equipped with Microsoft Office, QuarkXPress, and Adobe Photoshop”, but differences in software (Office 98 on Macs, and Office 97 on PCs) meant students and staff alike faced headaches from being unable to use documents in Office 98 that were worked on in the older version of Microsoft Office.

Other tech tools included VCR players, projectors, audio players, televisions, and podium touchpad controls for presenters (see the photo above). Students were excited by their new tools, while some staff hadn’t quite gotten the hang yet. The university made a point to offer professors how-to workshops so that they could take full advantage of their new teaching tools.

Today, CWU is fortunate enough to be on the cutting edge of technology with interactive VR/AR sandboxes, advanced security systems, and a strong, healthy network of communications that allows students and staff to interact and learn from one another like never before.

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Student corner: Find your tech resources around campusUtilizing the resources available to you is one of the easiest ways to make your time at CWU an enjoyable one! We have put together a small sampling of some of the technology resources offered on campus that every student should take advantage of!

Located at the Information Desk in the SURC, you’ll find the main campus printing station. With three computers available, you can print in black and white or color. No card necessary--your quarterly printing stipend covers the cost for each time you need to print!

Forgot your password? Need help setting up internet access? The Service Desk is your best bet! The Service Desk has completed its moved from Bouillon to Samuelson Hall, where their friendly, and knowedgable staff are happy to help you solve your tech issues!

After making the move from Black Hall to Samuelson Hall (room 118), the Multimodal Education Center (MEC) offers technology rentals (such as laptops and cameras), training workshops, and more! There is access to computers and printing--including 3D printing!

A new addition to the friendly and inviting environment of the 1891 Bistro is its 24/7 Tech Lounge! By popular request, the Bistro is now open 24 hours a day and now offers a self-service laptop checkout and printing station for students to use while visiting the Bistro.

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Information Services Academic Year Goals, 2018-20191. Networks & Operations•Samuelson Datacenter OperationsComplete the migration of network and systems infrastructure to the new Samuelson Datacenter. Decommission the legacy computer center.•VoIP EvolutionContinue deploying Avaya VoIP phones and migrate telephony services to the new Avaya Aura VoIP system. Decommission the legacy Nortel system once all services have been fully migrated.•Enterprise Firewall and Perimeter SecurityConfigure and deploy new “next-generation” Palo Alto firewalls.•Cloud Assessment and Feasibility ReviewAssess the feasibility (from both cost and technology perspectives) of utilizing cloud services to augment and/or replace on-premises systems, network and telephony services.

2. Enterprise Applications•Data Warehouse OperationComplete the data warehouse project and continue enhancing the new data marts in support of Institutional Effectiveness and the university at large.•Mobile First A focus on deploying all CWU mobile-friendly applications in a centralized environment.•Implementation of GenEdImplementation of the new general education framework in the MyCWU degree audit and CAPS+. •Cloud Assessment and Feasibility StudyHost Oracle and WorkDay onsite cloud demos with a focus on Human Resources and Finance business operations. Start initial discussions of what moving to the cloud would cost along with timeline and resources necessary for successful implementation.

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3. Security Services•Multi-Factor Authentication (MFA)Multi-Factor Authentication (MFA) adds a second level of authentication to an account login, requiring the user to have two out of three types of credentials before being able to access the account. This extra level of authentication makes systems more secure and less vulnerable to becoming compromised which can potentially lead to a breach.•Expanded Audit ServicesExpand and enhance the current audit services and processes. Additional high-value systems will be added to the audit cycle, and procedures and reports will be developed with the audit customers to enhance the current audits.•Digital ForensicsForensic services and the guiding framework will be established and documented as to the offerings that are available to the university.

4. Auxiliary Computing Services•Replace Point of Sales (PoS) system, Dining ServicesReplace Dining Services’ aging Micros PoS system with a modern PoS that will allow for more flexibility in the type of services and reporting provided.•Mobile Ordering/Delivery ServiceImplement a Mobile ordering and delivery solution for Dining Services such as Hangry, Tapingo or CBord Getfood. This will allow customers to order, pay for and pick up food from various Dining locations via mobile device or have it delivered to their Residence Hall or office. •Computrition Replaced with CBord Food ServicesReplace aging and underperforming Computrition food and nutrition management system with the CBord version that will better integrate with our existing CBord platform and allow for better flexibility and reporting. •Wildcat Shop – Apple Reseller/Service Provider CertificationThe Wildcat Shop is currently a limited Apple service provider which means they can only repair Apple products owned by CWU Faculty, Staff and Students. The nearest Apple Service Provider is in Bellevue. If the Wildcat Shop can become a Service Provider they will be able to repair Apple products for the local community and Eastern Washington.

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5. Service Desk•TeamDynamix EvolutionCurrently consulting with other universities that use TeamDynamix. This is allowing SD employees to brainstorm different categories and how tickets may be routed in the future. Looking at repetitive ticket forms being used for both incidents/service requests and potential ways to reduce redundancy. •Institutional Service Model (CWU Can-Do)Meeting with Shane Scott on 11/29 to discuss the potential collaboration with SD and Facilities front office staff.•Service Desk ConsolidationPlans to consolidate the Service Desk are underway to move into one location on 12/19. Plans are underway with Publicity Center to create signage for the vacated office in Bouillon and content for Central Today! Facebook, Twitter about the single location.

6. Academic Technologies and Media Services (ATMS)•Evolve Emerging Technologies (e.g. AR/VR/Sandbox)Expand VR offerings, introduce new kiosk experience, expand VR library, secure permanent resident for VR home.•Enhanced Customer ServiceExpanded training to faculty and staff, Hands on in classroom training with service desk operators. Software revisions.•Classroom Lifecycle and ExperienceDevelop and incorporate asset management database for IS departments.

7. Computer Support Services•Virtual Desktop Infrastructure (VDI)Research and determine if (VDI) could save the University $$ and make it more convenient for Students/Staff to access non-standard/departmental specific software applications across campus.•Endpoint Management and SecurityUtilize existing Software Center Configuration Manager (SCCM) capabilities and refine the process of deploying non-standard software to CWU owned PC’s.

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•Asset Management Utilize existing tools or research new tools that will allow IS to locate and report on CWU computer equipment more efficiently.

6. Academic Technologies and Media Services (ATMS)•Evolve Emerging Technologies (e.g. AR/VR/Sandbox)Expand VR offerings, introduce new kiosk experience, expand VR library, secure permanent resident for VR home.•Enhanced Customer ServiceExpanded training to faculty and staff, Hands on in classroom training with service desk operators. Software revisions.•Classroom Lifecycle and ExperienceDevelop and incorporate asset management database for IS departments.

8. No Worry Zone (IS-wide goals)•Identity and Access Management (IAM) Identity and Access Management (IAM) is a discipline that enables the right individual to access the right information resources at the right time and for the right reasons. As our information ecosystem grows more and more heterogeneous, we must ensure that our users can have appropriate access to these systems and meet increasingly rigorous compliance requirements.•Cloud-enabled workspacesAs our institution continues to grow and we improve how we interact with students and expand our service offerings, we have to ensure our systems provide for an agile and dynamic digital workspace. Under this concept we will assess how we can better provide this more adaptive and easily accessible platform to deliver our core services.•Change ControlChange control us used to ensure that changes to a product or system are introduced in a controlled and coordinated manner. While Information Services already has internal change control, we are aiming to evolve and improve this process this year. This will be done to reduce the likelihood of unnecessary changes and faults being introduced to our core business systems to reduce disruption of service and lower costs.

Bouillon Hall400 E. University WayEllensburg, WA 98926

Phone: (509) 963-2001Email: servicedesk@cwu.edu

Contact us!