The University of ScrantonThe University of Scranton Information Technology ... We stay abreast of new technologies, which impacts student success and business processes. Our main

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The University of Scranton

Information Technology

Our Mission and Contribution The Division of Information Technology leverages technology resources to enhance our students’ educational experiences. Our mission is to promote and provide technology that increases and enhances

learning opportunities, not only in the classroom, but also beyond, to enrich global perspective. We promote an environment of cura personalis, where we are concerned with the development of the whole

person — mind, body and spirit.

Our strength lies in our commitment to engage and collaborate with our campus community. We stay abreast of new technologies, which impacts student success and business processes. Our main objective is

to understand the campus culture, and to be attentive to student, faculty and staff needs, so that we may provide direction and enhancements.

We provide technology solutions and enable business process improvements that support teaching, learning and administrative functions. We assist the University community in achieving its mission and

values by being a centralized information technology resource. We deliver quality and innovative resources in a secure environment.

Core Values We are driven by our values and a shared commitment to excellence:

• We are accountable for the services we provide.

• We engage with our campus community.

• We take pride & responsibility for our work.

• We demonstrate integrity through honesty, trust & fairness.

• We maintain our technical proficiencies.

• We embrace teamwork & collaboration.

• We foster an open working environment that promotes effective information sharing.

Information Technology Division Plan 2016-2019

Goal/ Strategy Plan -

Planning Principle

Objectives

Functional Area

Timeline Targets/Initiatives

Outcomes/ Accomplishments

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A. Improve Service and Support

Planning Principle #3 - Use existing best practices and technologies to streamline and modernize operations and to lower costs.

A1 Realign product and support teams based on current environment/needs

IT 2016-17 Finalize realignment of IT departments as recommended by Campus Works.

Assess product and support team structure informed by feedback from members of current teams.

Define/Modify product and support teams based on current environment/needs

2016-2017 - Division-wide organization re-alignment was

completed in January 2017 to provide a service-focused organization, highlighting the talents of the technical staff within the division, while better meeting the technology needs of the community. The division was renamed from Information Resources (IR) to Information Technology (IT). Departments within the division were renamed to better align with the services they provide and include Client Services (CS), Academic and Media Services (AMS), Technology Support Services (TSS), Enterprise Applications Services (EAS), Database Management Services (DMS), Systems Infrastructure Services and Network and Security Services.

- Project teams including the Footprints Replacement and Royal Drive Replacement committees were re-aligned to include new technical leadership and a project manager.

2017-2018 - Three additional staff were hired to complement

the division re-alignment in 2016-2017. The Associate Chief Information Officer was hired to enhance the leadership team as the technical architect for the division; a Media Support



Planning Principle

Objectives

Functional Area



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Specialist was hired to assist with evening and weekend coverage for classroom technology and AV event support; and an Academic Systems Administrator was hired to focus on technical support; and an Academic Systems Administrator was hired to focus on technical support for Computer Science and academic research based technology in CAS.

- The Network and Security Services and Systems Infrastructure department were reorganized into the Infrastructure and Security Services (ISS) department. This provided one cohesive department for providing these services to the community.

- Modified the Technology Support Center hours to provide better coverage and utilization of student assistants.

A2 Improve product and service delivery

IT Phased over 2016-2019

Develop a Service Management Strategy based on ITIL

IT Service Management System Selection & Implementation

o Identify and Eliminate unnecessary, ineffective services

o Implement and Deliver the Service Catalog

2016-2017 - Selected Cherwell at ITSM solution to replace

Footprints. Project team was formed. - Selected DropBox, OneDrive and SharePoint for

Royal Drive replacement. Project team was formed.

- IT began participating in Human Resources New Staff/Faculty orientation.



Planning Principle

Objectives

Functional Area



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o Increase quality knowledgebase information

2017-2018 - Footprints replacement team continues work.

Go live for Cherwell targeted for July 2018. - DropBox pilot implemented for faculty. - Royal Drive replacement team continues work. - Focus on University communication and

feedback regarding IT services including quarterly IT Town Hall meetings.

- As a part of the IT Communications plan, a “status” update graphic was added to the IT website.

A3 Improve the IT Division web/portal/mobile and social media presence

EAS, TSS, ISS Phased over 2016-2019

Improve web/portal organization and presentation

Integrate services into web/portal

Expand mobile offerings; recommend purchase of Ellucian Mobile

Expand social media usage

Implement next generation of the portal (Luminis 5.3)

2016-2017 - New IT Matters email newsletter (previously

paper) highlighting 3-5 pertinent stories. - Re-write of employee application tab in portal

including favorite application. - New IT website created.

2017-2018 - Ellucian mobile go-live. - IT social media strategy developed and

implemented.



Planning Principle

Objectives

Functional Area



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A4 Engage in select Internal Business Process Improvement (BPI) deemed to generate operational efficiencies

IT Phased over 2016-2019

Increased capabilities of 1st tier support

Transfer of knowledge from 2nd tier to 1st tier support

Identify customizations and local modifications that can be addressed by baseline products

Managed Macintosh deployments

Software Center for self-service software installs

Improve internal client setup process with the use of ITSM or automated workflow

Increase use of remote support tools

2016-2017 - Creation of YAFOCUS application to centralize all

information needed for IT support. - Creation of YXBUILD framework to do more

rapid coding, including an alert change portion. - Reduction in custom built forms to get ready for

Banner 9 admin. - Implemented managed Macintosh deployments. - Implemented self-services software installs.

2017-2018

Reduction in application (due to third party products such as Nelnet, wconline, etc.).

A5 Develop Flexible IT Architectures

ISS, DMS, EAS, Associate CIO

Phased over 2016-2019

Define and adopt a data integration framework

Implement Data Integration Hub

Develop IT Cloud strategy

Retool for automation of infrastructure in private cloud

2017-2018 - Associate CIO was hired with the intent of

spearheading architecture initiatives.



Planning Principle

Objectives

Functional Area



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A6 Ensure network and Internet capacity keeps pace with campus usage needs

ISS Phased over 2016-2019

Identify funding sources for continued bandwidth growth

Maintain adequate wireless capacity

2016-2017 -Penn Ren Internet Service upgraded to 2 Gbps. - Connected to Internet 2. - Implemented caching appliance to offload streaming media bandwidth.

2017-2018 -Level 3 Internet Services upgraded to 2 Gbps.

A7 Provide ubiquitous access to campus technology


Provide wired-equivalent access to the wireless access network

Embrace BYOD for access to services

Provide standard remote access services

2017-2018 - Cisco ISE Deployment - Increased the number of virtual applications

offered. - Design and begin testing of VPN remote access

services for laptop users.



Planning Principle

Objectives

Functional Area



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B. Enhance the Student Experience

Integrated - Leverage existing technologies and invest in connective technologies that support student learning and transformative pedagogy.

Engage - Provide expanded and more flexible ways for students to study at the University throughout the

B1 Design flexible and connected learning environments

Academic Technology Advisory Committee (ATAC), AMS, CS


Increase lecture capture usage

Implement tether-less teaching capabilities

Design high-tech and connected building upgrades

Create an Instructional Learning Space group to help identify trends, direction and promote capabilities and service

2016-2017 - Digital Wayfinding installed in Brennan Hall

with Banner Integration.

- Tetherless classroom technology expanded to 4 additional classrooms.

- Lecture capture technology expanded to 7 additional classrooms.

- Redesign English classroom CLP 224 to take advantage of BYOD, virtual applications and collaborative learning environment.

- Manager, Academic and Media Services and CIO participate in an advisory capacity to TAG.

- Developed mediated classroom 5 year lifecycle plan.

2017-2018 - IT Forum focused on Collaborative and Active

Learning classrooms held in the spring, 2018 semester.



Planning Principle

Objectives

Functional Area



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entire year (i.e., summer and intersession) through the use of technology and additional course offerings in areas deemed appropriate by colleges.

B2 Make teaching and learning resources available globally

CS, ISS Phased over 2016-2019

Promote virtual labs

Application Virtualization Implementation

Identify and implement tools to enable the virtual experience and connect researchers to resources

2016-2017 - Academic virtual labs and virtual applications

expanded to 226 users. - BYOD along with virtual applications adopted

by the Math department.

2017- 2018 - Academic virtual labs and virtual applications

expanded to 242 users. - Developed academic computing labs lifecycle

plans for budgetary consideration.



Planning Principle

Objectives

Functional Area



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B3 Ubiquitous services for students (mobile or portal)

EAS, ISS, DMS Phased over 2016-2019

Improve organization and structure of Student services

Improve integration between student applications (portal,office365,lms)

Streamline student applications (Banner XE Self-Service, Ellucian Mobile if purchased)

Dynamic and Responsive portal

Add/enhance social components

Review Luminis Portal content partnering Faculty, Staff and Students

2016-2017 - YXBUILD application framework is responsive - Org sync API integration - Preferred name process

2017-2018 - Electronic Transcripts for Students - Student Advising Profile - Ellucian Mobile implementation - Forms 3 UI rewrite - Course search rewrite - Financial Aid cost mailing - Royal Card balance integration

B4 Create an Academic Computing Environment

CIO, AMS, CS

2016-17 Define an Academic Technology Advisory Committee and its charge

Define and implement Academic Computing Infrastructure and service requirements

2016-2017 - Manager, Academic and Media Services and CIO participate in an advisory capacity to TAG.

2017-2018 - Divisional projects such as mobile had Faculty

membership and presented new technology to TAG such as Ellucian Mobile and Student Advising.

- New IT Advisory and Governance Committee structure proposed with an Academic Technology Advisory Council.



Planning Principle

Objectives

Functional Area



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C. Become a Strategic Partner Planning Principle #3 - Use existing best practices and technologies to streamline and modernize operations and to lower costs.

C1 Engage in external Business Process Reviews (BPR) and Implement Recommended Improvements

EAS, DMS, ISS, PM

2016-17 Vet, communicate and utilize standardized communication procedures for planned/unplanned outages, technical initiatives and IT ongoing communications.

Offer consulting services for project management, process improvement, and vendor selection/ management

Establish and support priorities identified in the Ellucian Action Plan and Campus Works’ Report

Implement Banner XE

Leverage Banner Baseline

2016-2017 - Internal and external IT communications plan

adopted including the use of email, IT Website, IT Matters newsletters, Slack, User Groups, IT Forums, and IT Town Halls to enhance communications. Creation of IT Status page.

- Mobile cause software implementation including swipe card.

- Advancement form giving implementation, - Award letters online-eliminated printing - Nelnet EBill, Epayment, TTP. - Ceridian implementation for pension reporting - Gainful employment implementation (Ellucian

Product). - Org sync API.

2017-2018 - Banner 9 Admin implemented. - Implementation of alerts-Advancement-

Ellucian product. - Implementation of student advising product. - Implement mass upload-Ellucian product. - Automation of emails for incoming class. - Check Voucher automation. - UI improvement many applications. - Clean batch utility-implemented. - Wconline implemented. - Electronic transcripts implemented.



Planning Principle

Objectives

Functional Area



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C2 Expand training offerings to empower the user

TSS, EAS, CS 2016-17 Dynamic and Personalized Training Offerings including SME’s as appropriate

Integration of IT Training with campus opportunities

Ensure user community is utilizing existing IT tools effectively

2016-2017 - Windows 10 training.

2017-2018 - Banner 9 Admin training. - Created a technology liaison with Student

Formation and Campus Life to review their software inventory.

- CMS User Group and Argos User Group re-engaged.

- Student Cybersecurity event held with University Police.

- CIO Staff Senate presentation about IT division mission, goals and projects.

- CMS, version 8 implementation and training

C3 Facilitate the development of an Analytics Strategy for decision support

IT, PM, DBA, EAS, ISS

2016-17 Define the current Analytic processes in place

Research Peer Analytic Strategies

Identify business offices to engage

Develop business cases

2016-2017 - Argos/Business Analytics User Group re-

energized - Argos/Slate integration tested. - Continued development of Argos dashboard for

Advancement.

2017-2018 - Argos/Business Analytics User Group provided

discovery and sharing forum for “data silos”. - IT members of Academic Affairs Data Analytics

design team focused on student retention. - Power BI licenses purchased by Academic

Affairs/IT research and training regarding this



Planning Principle

Objectives

Functional Area



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analytics tool and dashboard capabilities began.

C4 Engage with IT Governance

CIO, IT Leadership Team

2016-17 Define intake, prioritization (scorecard) & target date setting processes

Publicized project portfolio

Engage with ATAC (proposed)

2016-2017 - CIO becomes active member of TAG, IMAC and

DTC committee.

2017-2018 - Proposal for new Information Technology

Advisory and Governance Structure shared with current committees and presented to UGC. Planned implementation Fall 2018.

- University annual report process includes Technology Request process. Prioritization of requests include IT Leadership and Governance committees.



Planning Principle

Objectives

Functional Area



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D. Manage and reduce Risk Planning Principle #3 - Use existing best practices and technologies to streamline and modernize operations and to lower costs.

D1 Enhance information asset protection, focusing on data loss prevention

ISS, Associate CIO


Data Redaction in non-production environments Implementation

Remote Access Expanded

Data loss prevention (DLP) for the multiple vectors (Office 365, mobile, cloud)

Cloud and Contract Security Standards

2016-2017 - Banner data masking for PII. - Implemented enterprise “tape-less” backup. - Continued use of Dell KBOX 3rd party patching

and SCCM Microsoft patching solutions to secure endpoints.

- Upgraded to Windows 10 and Office 2016.

2017-2018 - Third party vendor evaluation tool modeled

after the EDUCAUSE HECVAT tool developed.

D2 Improve vulnerability management practices for applications, systems, and endpoints by incorporating information risk assessment into the application and system development life cycle.

ISS, EAS, DMS, CS, Associate CIO

2016-17 Engage professional services charged with vulnerability/penetration testing and CISOaaS

Targeted Security Training for Development Team

Routine scanning of applications containing restricted data

Integration of Security into Project Plans and service delivery cycles

Integration and expansion of SDLC procedures

Improve speed and saturation level of client patches and updates

2016-2017 - Campus Works developed RFP for CISOaaS

Services and Security Management and Technical Assessment. Contract awarded to Moran Associates. Security management and technical assessment.

- Application security scanning implemented. • 2017-2018

- Moran Associates management and technical recommendations were implemented. Virtual Information Security Office was created along with an Information Security Advisory Council.

- Revision of information security policies begin.



Planning Principle

Objectives

Functional Area



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- Creation of application inventory system – includes scan uploads

- SANS OWASP training for Enterprise Application Services team.

- Modernized recaptcha. - Creation of Application for security office to

scramble PINS for compromised accounts.

2017-2018 - Cybersource changes. - System vulnerabilities’ cited in Moran Technical

Assessment were remediated.

D3 Develop and implement an Identity & Access Management Strategy

EAS, DMS, ISS, Associate CIO

2017-18 Define the current IAM process

Identify the areas of improvement

Identify steps needed to attain improvements

2017-2018 - Began documentation of current IAM process. - Participated in Ellucian Ethos beta project. - Researched and selected MFA provider.

D4 Strengthen endpoint security for devices and with training and consulting services

CS, ISS, TSS 2016-17 Targeted Security Training development

Security Training Promotion

2016-2017 - SANS Information Security training implemented

for customers handling restricted data and PCI data.

- National Cybersecurity Month IT Forum held in October. Promotion included IT Matters newsletter articles, targeted informational emails and digital signage. Student Cybersecurity event on-campus.

2017-2018 - Microsoft Surfaces managed similarly as laptops.



Planning Principle

Objectives

Functional Area



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- Information Security Policy Structure and Plan developed.

- Information Security Policy approved by Information Security Advisory Council.

- Information Security Training Standard approved by the Information Security Advisory Council.

D5 Maintain a modern IT infrastructure


Develop and execute plan for infrastructure maintenance lifecycle

2016-2017 - Network Core and Firewalls upgrades

completed. - Infrastructure lifecycle plan developed.

2017-2018 - New server, distribution and data center

network layer infrastructure researched for purchase.

- Royal Card NSC technology implementation begins for all newly issued cards and newly installed readers.

D6 Develop a mature campus IT asset management program

IT Asset Manager

Phased over 2016-19

Communicate government standards which govern the disposition of IT assets.

Utilize existing tools or acquire new tools to improve asset discovery.

2016-2017 -Asset disposal vendor selected. -IT Purchasing guidelines developed for campus. -Computer configurations standardized.



Planning Principle

Objectives

Functional Area



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Acronyms

AMS Academic and Media Services

ATAC proposed governance committee – Academic Technology Advisory Group

CISOaaS Chief Information Security Officer as a Service

CS Client Services

DMS Database Management Services

EAP Ellucian Action Plan

EAS Enterprise Application Services

IAM Identity and Access Management

ISS Infrastructure and Security Services

IT Division of Information Technology

ITIL Information Technology Infrastructure Library (Service Management Framework)

ITSM IT Service Management

PM Project Manager

TSS Technology Support Services

Documents

The University of ScrantonThe University of Scranton Information Technology ... We stay abreast of new technologies, which impacts student success and business processes. Our main