2008-09 CIO Goals and Objectives

1. Goal: Improve Customer Service for faculty, staff, and students.

Provide the ability for our customers to search RT for the status of their work request, and submit work tickets with times that they are available.

August 31, 2009

USS

Review and revise all Service Level Agreements then place them in an online repository.

December 2008

CIO

Create more online training for USS workshops using Blackboard.

Completed

USS

Provide detailed information (online) regarding software and hardware installations in classrooms and labs.

Completed

USS, ITS

Publish a Technology Fee Annual Report outlining our accomplishments and challenges using these funds

July 2008

CIO

Establish a variety of standard classroom technology teaching configurations.

March 2008

ITS

Establish a 3yr replacement cycle for all presentation technology in General Access classroom that are equipped with the ITS standard classroom technology teaching configuration.

April 2008

ITS

Build an internal operations group with an infrastructure emphasis, beginning with the server teams.

(Provide a single point of contact for helpdesk and other OIT or TAG entities.)

Completed

CIC, CIE, (later NTS)

Provide enhanced opt-in alert mailing list for notification of ongoing technical outages and updates (with more technical granularity than netadmin and noc).

Completed

all platform support teams

Provide consolidated OIT website that emphasizes services provided across the organization (instead of sub-departmental hierarchy).

Completed

All units

Automate tasks to allow Operations to complete most customer requests quickly

late Jan 2008 for prioritizing needs

CIE, CIC, NTS

Develop plan for more active monitoring of infrastructure

June 2008

CIE, CIC, NTS, CAT

Extend data center storage capabilities to serve a diverse pool of server users (direct SAN attachment as well as NAS services). Create tiered storage structure to meet different needs and budgets.

Completed

CIE, CIC

Implement more flexible mass mailing tool with configurable throttling, emergency response mode, HTML support and user defined list management.

Pending

CIE

Deliver easier-to-use VPN solution for all students and employees.

Pending

CIE, USS

Complete migration of print services to Windows-based service to enhance features and functionality for end-users.

April 2010

USS,CIE

Increase web technology development capability in ARC for working on larger, more complex programming projects.

July 2008

ARC

Improve mail server architecture for increased reliability, dedicated resources for mass mailing and better loading.

Completed

CIE

Develop plan to utilize load balancer for more services.

Completed

CIE, CIC

Provide more “self-service” options for customers

July 2008 (NTS Completed & Ongoing for FY10)

USS,ITS,CIE,CIC,NTS

Improve service order interval/response time for customer service & repair requests.

Completed

NTS

Further streamline customer service order & repair process.

Completed

NTS

Review the governing structure and related procedures of the OIT-IS advisory group (Administrative Priorities Committee) and develop recommendations for improvement.

May 2008

IS

Develop a customer satisfaction survey to distribute following project implementation that provides valuable feedback as to the conduct and success of the project.

Mar 2008

PM

Increase use of "customer education programs" to include customer training; potential applications of technology to their respective work environments; cost containment possibilities; service improvement options.

Develop and publish project tracking and reporting metrics.

Update processes so that a separate copy of backup tapes will be sent off-site for disaster recovery.

2. Goal: Improve administrative efficiency for faculty, staff, and students.

Develop a standard operating procedure manual for the business processes.

June 2008

CIO

Provide the department and its directors a single point of contact for financial questions/resources or other administrative requirements.

Completed

CIO

Streamline the department’s business processes (i.e.; purchasing and human resource processing)

June 2008

CIO

Implement system to continuously monitor and provide reports on current Capital funds through the Portland State University’s Certificate of Participation (COP) funds, as well as identify current and future capital equipment needs for the department and the University.

Completed

CIO

Automate the ability to generate multiple class related sponsored accounts.

June 2008

CISO , CIE, NTS, OAM team

Further reduce paper processes for work requests, service orders & repair orders.

Completed & Ongoing for FY10

NTS

Consolidate services with MCECS (via the Computer Action Team) where appropriate, leading to broader support capability and economies of scale.

December 2008

USS,CAT,CIC,CIE,NTS

Launch account management system, featuring self-service access, single login ID and other account information features - OAM (the Odin Account Manager)

OAM team

Develop comprehensive documentation of change control process (history/implementation/completion)

June 2008

Improve monitoring - MOM/Nagios upgrades and changes.

July 2008

CIE, CIE, NTS

Further formalize and document the system development process ensuring reliable, repeatable and streamlined development.

June 2008

IS

Identify and implement a software solution as the OIT code and documentation repository.

May 2008

IS

Further formalize project requirements gathering, system analysis, management, and communication.

May 2008

PM

Encourage, support, and model project management tools and techniques.

Conduct activities that promote an understanding of, appreciation for and use of project management tools and techniques; in other words, a culture for PM.

Deliver strategic, enterprise projects with more consistency and efficiency to achieve projects that are ontime, within budget, meet or exceedcustomer expectations, achieve stakeholder satisfaction and which maintain win-win relationships.

Develop PM processes for project planning, project scheduling, risk analysis, and project tracking.

Develop a plan to move the OIT organization to the first level of the PM Process Maturity charts.

Begin tracking and deactivating expired sponsored accounts on a regular basis.

3. Goal: Support University sustainability goals

Continue to reduce or eliminate paper processes for student sign-ups, work orders & repair requests.

August 31, 2009 (NTS Completed & Ongoing for FY10)

USS, NTS

Implement energy saving group polices through active directory on all OIT managed desktop computers and General Access labs

General Access labs are done. Faculty and staff desktops due Dec 2009

USS,ITS

Evaluate thin client computing.

Dec 2009

USS

Replace CRT monitors with LCD monitors.

Completed

USS

Educate our users through an OIT energy saving campaign. Demonstrate techniques that use technology rather than paper to disseminate/share ideas and/or data/reports.

Sept 2009

USS

Implement server Virtualization to decrease power and cooling consumption, use blade servers when possible

Completed

CIE, CIC

Implement handheld devices for field tech and service work where possible/practical to reduce or eliminate current paperwork process.

Completed

NTS

4. Goal: Contribute to Student Success

Make OIT workshops available to the student population.

USS

Develop system to assist PSU Administrative and Academic departments in the designing, planning, and selection of classroom technology presentation equipment for departmental classrooms, conference rooms and multi-purpose.

June 2009

ITS

Establish a new standard for recording-streaming technology in General Access classrooms.

August 2009

ITS

Investigate and implement a Webinar solution for Portland State University.

August 2009

ITS

Migrate to new Learning Management System (Blackboard CE 6)

Completed

CIO,USS,IS,CIE,others

Launch Intranet Portal for PSU (using Luminis) - integrate Banner self service functionality along with a series of customizable channels that are available for PSU departments and groups.

Completed

IS,CIO,USS,CIE

Deploy i-Tunes University

Completed

CIO,USS,ITS

5. Goal: Attract and Retain a Talented and Diverse OIT Staff

Collaboratively develop a personalized education plan for each employee of OIT to further develop professional skills andtechnical knowledge.

Completed

all

July 2009

CIO

Offer training, educational resources and other tools that can enhance professional development, increase technology aptitudes and skills for staff.

Completed

all

Organize staff in such a manner as to enhance learning and technical knowledge opportunities through cross-training, information sharing and in-house teaching or mentoring.

June 2009

all

Record current server team training sessions and make them available via intranet.

Completed

CIE, CIC, CAT

Emphasize project management and leadership skills building for employees engaged in critical projects.

Completed

CIO

6. Goal: Strengthen Security of data and systems.

Develop a plan to actively participate in the information security community locally and nationally.

Completed

CISO

Eliminate the use of unencrypted wireless networks on campus.

December 2008

CISO,NTS

Improve campus protection of personally identifiable information and other sensitive information.

October 2008

CISO, IS

Acquire a network security monitoring capability. Periodic vulnerability assessment scanning will be performed to find known vulnerabilities. PSU will partner with NWACC and other external organizations to gain additional capabilities.

Completed

CISO

Develop and implement PSU-Wide information security policy in accordance with OUS policy and Oregon State Law.

Executive Review

CISO

Improve campus security awareness, monthly awareness brown bag sessions, develop other venues

Completed

CISO

Locate and implement a security incident tracking system. OIT will document the information security case work flow to create call tracking and efficient notification.

Deferred to 20010

CISO

Offer more information security technology classes to faculty/staff and students.

Completed

CISO, USS

Organizations that manage, operate, or develop information assets will improve accountability. The types accountability to be improved include:

• Userids to active individuals
• Information assets to people
• Connections to identifiable individuals
• Access privileges to identifiable individuals
• Websites to owners
• Applications to owners

In-progress

CISO

Move towards log consolidation for better analysis of operations and security driven events.

Completed

On-going operations

CIE, CIC, NTS, USS

Perform internal scans and audits on critical systems

Completed

CIE, CIC

Develop structured mechanism for dealing with vulnerability alerts for software.

Completed

CIE, CIC, USS

Increase emphasis on security monitoring by exploring and implementing more comprehensive tools.

Completed, ongoing

All platform groups, CISO

OIT-IS will work with the Office of Business Affairs to select and implement a new campus-wide credit card/ACH processing solution replacing the current solution and expanding its functionality to all departments performing credit card transactions on-line.

Completed

IS

Enable host based firewalls on all CIE managed Windows servers.

7. Goal: Increase Outreach and Collaboration

Continue PREN / NWAX consortiums for enhanced external connectivity for PSU.

Completed & Ongoing for FY10

NTS

Develop plan to participate in regional networking initiatives.

June 2008

all

Develop method to include stakeholders in project activities as necessary & appropriate.

Completed

PM

Develop method to give stakeholders sufficient lead time to accomplish project activities that involve them.

May 2008

PM

8. Goal: Provide Robust Technology Infrastructure for Current/Future Needs

Upgrade campus power redundancy for key network equipment locations in building BET’s and terminal equipment closets through deployment of “smart” UPS’s.

Completed

NTS

Continue to replace legacy network switching equipment to provide current technology feature sets including increased network speeds and security (802.1x).

Completed

NTS

Continue to prepare infrastructure for future roll-out of VoIP/SIP desktop technologies for voice communications.

Some Completed & Some Ongoing for FY10

NTS

Replace campus voice mail system with current technology voice messaging solution that allows users to treat voice messages in a manner similar to their email messages.

Completed

NTS

Enhance and improve the campus wireless network:

• more user friendly
• work seamlessly with Windows OS
• more secure alternative to Pubnet
• install redundancy for primary system controller
• improve guest access to wireless network.

Some Completed & Remainder to be Completed by October 2009

NTS

Continue to upgrade/enhance campus Avaya telecommunications system -- upgrade to CM 4.X and/or 5.X

NTS

Continue to upgrade/enhance campus telecommunications system -- implement new user feature/functionality sets

Review preparation and testing plans for major release and upgrades:

• Re-instatement of IS Standards group for the establishment and documentation of development and coding standards
• Improve source code control
• Configuration Management
• Build repository of Development Tools
• Institute code reviews ensuring reliability, consistency and an opportunity to further staff training

May 2008

IS

Add additional fiber infrastructure to Data Center to deliver SAN connectivity to all data center areas

Completed

CIE, CIC, NTS

Analyze expected data center growth and develop a plan for future power and rack space needs