- IT Departmental Visits
- Summary
- Summer 2002
In August 2001, the staff of Information Technology Services (ITS) and the information technology (IT) staff of Agriculture Communication met for a half-day retreat. As a result of that discussion, the staff identified that they wanted to meet with each NDSU department/unit to discuss IT matters. In early 2002, a group of 2 or 3 IT staff met with each department/unit that expressed interest in such a meeting. A summary of the notes from those discussions is presented here.
Summary: Technology is an
integral part of the day-to-day operation of NDSU. Although there are many similarities in
the technology that is used, there are many different ways that departments use
technology.
Notes: Divided data
into major areas. Some answered the question, “How does your department use ITS”
 | “As a pipe to
resources in the outside world” and for promotion |
Network & Storage
| Network (dedicated &
shared for file storage & sharing) access, backup, security |
| Shared network drive
(classroom presentations & shared knowledge base) |
| ResNet |
| Student file storage |
| Data backup |
| Servers (e.g. Hypatia)
(some have their own servers) |
| Dial-up |
Clusters & Classrooms
| Clusters (PC & Mac) |
| Instrumented classrooms |
| CourseInfo |
| Special software for
classes in clusters |
| Videoconferencing &
IVN |
| Stats consultants &
cluster |
| Extension Learning
Centers |
Peripherals
| Printing (color &
b&w) |
| Plotting (color &
b&w) & imaging, graphics, slides |
| Scanner |
| Personal Response Devices
(allow anonymous responses to questions in class) |
| OMR (tests & surveys) |
| PDA’s |
| SMARTBoard |
| Video camera |
| LCD projectors |
Research
| Data collection &
analysis |
| PDA’s for GPS |
| Unix workstations |
| CAD stations |
| GIS lab and servers |
| Abacus (Industrial Eng
moving away) |
| Sun Systems |
| Beowulf & Herd
clustersSupport |
| Page Center |
| Applications development
by ITS staff |
| CSG support |
| Help Desk |
| Service Center (prep
classroom presentations, plotting, scanning, color printing, equipment checkout) |
| Multimedia carts |
| Multimedia room |
| ITS projectors &
laptops (appreciate the setup), document cameras |
Departments
| Departmental clusters
with special software |
| Writing & language
labs |
| Assistive Technology Lab |
| Instrumented classroom |
| Student laptops with core
software toolkit |
| Web based math model |
| Departmental laptops for
checkout |
| PC controlled instruments
in labs |
| Laser scanner for 3D
models |
| Virtual software for
sciences |
| Outreach (stat reports on
department website) |
| Computers connected to
analytical equipment (data collection, processing, connected to backbone for data transfer
& Internet access) |
| NDAWN (aggregates info
from 59 remote weather info collecting sites) |
| Videoconferencing &
NetMeeting |
| Video sites – ISDN
lines, telecommunications network, Tel8 |
| Creating digital
libraries for Anthropology |
| Email kiosk |
| File server (do backup) |
Administration
| CICS |
| GroupWise |
| SAS & extract reports |
| TSO |
| Card Access – uses
network |
| Cash registers, point of
sale software |
| Bison bucks |
| Web pages |
| Web forms for KRIS
database |
| Multi use copier
(printer, fax, scanner) |
| FSA Atlas (front end for
Access database) |
| Lotus Approach db |
| Administrative work
(CICS) (lists of students & staff),
Student Information System, accounting, reconciliation reports |
| Process info from subsets
of data on desktop |
| Create government reports
& other reports |
| Record keeping |
| Confidential reports
& info |
| Specialized software |
| Stats provided by Rich
Rathge |
| WWIC (for external funds
coming into campus) |
| Database system supported
in Boston |
| Unique applications (e.g.
landscape watering system, telecom) |
| NSF FastLane |
| Oracle server |
Applications &
Software
| Software licensing |
| Microsoft Office |
| Dreamweaver |
| Calendaring |
| Web browsing |
| Listserv lists |
| Record Keeping (e.g.
contact database, prospective students) |
| Presentations
(PowerPoint) (on CD, through shared drive, floppy, on computer) |
| Word & WordPerfect |
| Lotus & templates |
| PageMaker, Acrobat |
| Email |
| GroupWise |
| Eudora |
| GroupWise |
| Graphics |
| Software (Mathematica,
Maple, Matlab, TeX, LaTex, Minitab, SAS (Abacus & file server), IMSL, S-Plus, R,
AutoCad, MIDCO, Envision, VERSYSS, Tri-fit, DISCOVER, PROXY, Food Pro (own server), Linux,
Fortran, Labview) |
| Databases generated by
the department and supported by ITS |
| Create brochures,
programs |
| Fortress (locks machines) |
Web
| Departmental &
faculty web pages |
| Dynamic home page |
| Web based forms |
| Web minor |
| Web Radio |
| Web based courses |
| BlackBoard & Course
Info |
| E-college |
| Web course (Public
Speaking) |
| Online registration,
retrieve forms (Continuing Ed) |
| Weekly e-newsletter
(Multicultural Student Services) |
Other Support Services
| Library |
| Varsity Mart Computer
Store |
| Private vendor provides
secure server for credit card payments (Cont. Ed) |
Notes: In summary, a stable, high capacity network with
expanded storage, reliable printing, current PCs and Macs in clusters and on desks with
increased technical (hardware & software) support, core software through site
licenses, application support (esp. web), expanded clusters and instrumented classrooms,
security and authentication. Some departments have limited funds for computing and rely on
obtaining old machines from the clusters.
| Good, working
relationship with ITS |
Network & Storage
| Reliable, stable,
supported (Backbone/network, servers, software, Internet access, printers, computers) |
| High capacity network on
campus, to STTC, Research Park & beyond |
| Secure, reliable, larger
servers (want more space) |
| Help & support for
departmental backup servers |
| Access to databases |
| Security |
| Authentication |
| Virus protection |
| File sharing |
| Data backup |
| Shared network drives
(need more capacity & nightly backups) |
| Web storage space & maintenance |
| Novell disk space &
maintenance |
| Departmental servers |
| ResNet |
| Modem pool (use when
traveling) – need additional lines |
| Commercial grant seeking
services (access limited to NDSU) |
Applications &
Software
| CICS & HECN
applications |
| Effective & efficient
email |
| Email clients |
| Electronic information |
| Site licensed software at
a significantly reduced cost (Office, WordPerfect, SAS, GIS, EndNotes |
| Site licensed software at
a significantly reduced cost for required software for students |
| Software (SAS, calendar,
Groupwise, SPSS) |
| Software installation
& maintenance |
| Individual PIs on grants
are responsible for upgrading their software through their grant applications |
| Micro Station Geopack
instead of AutoCAD (UGPTI) |
| Software download website
that is current (esp. for macs) |
Training
| Training on using
software/personnel development (some after hours needed & better fit w/ classes so
instructors can attend easily) (Page Center, desktop applications, Office, WordPerfect,
Eudora, Corp Time (in-depth & basic - core competencies) |
| Noon Lunchbox |
Support & Services
| Timely troubleshooting
(call & tell them when coming) |
| Individual support from
someone who understands their dept.’s special needs |
| Client Services technical
departmental support & consultation |
| Mac support |
| Upgrading &
supporting software & computers (Mac & PC) |
| Total office debugging
session needed to correct desktop problems |
| Hardware installation,
repair & upgrading |
| Application support
(admin db’s, SAS, Office, email, standard software, web page) & troubleshooting |
| BlackBoard & support |
| Course Index for non-BB
course sites |
| File transfer services |
| Research support |
| Programming assistance,
programmers |
| SAS programming in admin
offices to extract needed data |
| Help admin offices do
their record keeping |
| Page Center & some
“green bar” printing |
| Printing checks |
| Document imaging |
| Plotting service |
| Help Desk - |
| Want message on Audix if
system is down (esp. weekends) |
| Service Center
(preparation of classroom materials, color plotter, printing posters, equipment checkout) |
| Web page support,
templates, updating & development (modify
pages & do surveys) |
| Web streaming |
| Real time web based
collaboration |
| Listserv (also wanted to
be able to start a listserv list for outside customers) |
| Advising services for
technology planning
|
| PC based access to SAS on
Abacus |
| Developing software on
Unix/Linux platforms |
| OMR |
| Support using Proxy |
| Crop & insect
identification remotely |
| Skill assessment |
| Professional development
that includes IT skills |
Clusters & Classrooms
| Classroom technology
support |
| More high tech classrooms
& support (eliminate carts) |
| Additional clusters &
some that hold 50+ students |
| Unix cluster (CS) |
| Computer labs |
| Cluster reservations for
teaching |
| Security |
| Authentication |
| Virus protection |
| Assistance & planning
for assistive technology lab |
| Videoconferencing (IVN,
meetings, seminars, classes) |
| Web delivery of course
content |
| Video streaming on the
web |
| Different media for
curriculum delivery (i.e. CDs, videotape, streaming media) |
| Using the Terra Grid
system |
| 40 GB tape backup |
| Beowulf cluster &
system administration for it |
| Test locally on
Linux/Unix/Beowulf clusters
|
| Stats cluster |
Other
| Varsity Mart computer
store |
| Better computers in dept |
| Electronic journals in
the library |
| Library online databases,
e-journals, interlibrary loan |
| Outsource mega problems
to super computer in Illinois |
| Access to Los Alamos
server |
| Satellite TV for
international programs |
| Online registration
(Cont. Ed) |
| NASA geospacial project |
3.
What IT services do you envision will be critical to your department in
the next 3 years?
Summary: Keep all current
services. Access, reliability, security, and support are important themes. Depts. want
better installation & troubleshooting of hardware and software. Expanded computing
capabilities. “Be proactive, rather than reactive, to new technologies.” Better
external communications. “Gather, secure, archive, retrieve, & share data in a
timely manner from various sources & convert historical data into usable information.”
Network & Storage
| Lots of data storage
& warehousing for research (store & manipulate very large data sets) |
| Security –
protection for data (on shared drives) & security of confidential data |
| Access to a secure server
for credit card payments – interface with admin systems |
| Virus protection for data
on shared drives & workstations |
| Data backup & desktop
backup |
| Ability to check progress
of experiments from home (network access) |
| Access course web sites
when out of town |
| Key server in clusters
& for faculty |
| One dept. wants to do
elementary PC maintenance via the network |
| High capacity, reliable,
expanded network to the workstation (check Harris Hall) |
| Evaluate network
infrastructure in Ladd/Dunbar for bottlenecks. Want switches. |
| Wireless networks (Chemistry wrote grant for 20 workstations in
cluster), others interested as well |
| Dial-up lines for faculty
& staff only (active directory) |
| Improve authentication
– currently have to authenticate several times for some services) |
| Better authentication
capabilities to better control bandwidth |
| Networked printer &
shared server for Biosciences |
| Windows servers (wanted
by several) (Pharmacy has db – access off campus) & support for departmental NT
servers |
| Screen junk email |
| Network connections for
new buildings |
| DSL service on campus |
Workstations
| Total office debugging
session needed |
| Correct desktop problems |
| Standardize office
computers |
| Document management |
| Timely replacement of
dept machines |
| Better publicize machines
that are being “retired” |
| How are useless machines
thrown away? Not landfill, so where? |
| Identify standard student
laptop configuration so will work with network immediately |
| Computers with ISA slots
for lab equipment |
Applications &
software
| University-wide
calendar/scheduling solution |
| Develop a waiting list
for application development for University-wide applications |
| Software licensing,
installation & support |
| Information on new &
upgraded sw |
| ITS keep track of what is
licensed (esp. Windows & Office) |
| Make licensing easier
– especially if later need to install additional feature. Now need to check out CD.
Download off web? |
| Identify standard
hardware, software, projectors and publicize |
| License special software
(e.g. Origin, Oracle data base on UNIX server, additional copies of Mathematica, SciFinder
Scholar (online chemical abstracts search & retrieval engine), Imaging software for
students, event & scheduling software for students, project management (e.g. BuzzSaw),
C.U.P.S., Parametric Technologies Corp. software, Polyworks and/or 10 licenses of Maya) or
assist depts. to know how to get copies in clusters |
| Centralized form of
funding created to purchase software for classroom use |
| Sw that is centrally
located & accessible by faculty, staff, students |
| Voice driven sw |
| Collaborative project
management |
| Work flow software |
| Computerized surveys (on
web or laptops) |
| Program to access
computing abilities of each student |
| Web-based email access
for Extension |
Clusters
| More |
| CS run classes w/ 1000
students/semester through the labs |
| Better sw server –
takes too long to open cluster sw (use fat client?) |
| Additional Dream Weaver
software |
| Larger cluster (remove
wall between 128 & 132?) |
| Unix or Linux |
| Oracle |
| Access to the cluster
drive & cluster software when teaching (maybe not in ITS cluster – dept or
classroom) |
| Webcasting in all
clusters |
| Instructional system to
display a screen to all & take control of any or all computers |
| Some wireless |
| Expand departmental
clusters |
| A cluster w/ remote
instrumentation (switch or router) so can manipulate object |
| Beowulf access for
local/dept. clusters |
| Precision Ag &
ARC/View software available |
| Geology wants ITS to take
over the GIS lab & servers |
| ATID needs access to the
Alumni Center’s EMS software |
| ATID would like 122
instrumented |
Classrooms
| Wired |
| Increased use of
BlackBoard |
| Portable feedback devices
(Tools like Placeware for polling) |
| More classroom
interaction supported by IT |
| Use faculty input to
classroom design. Some current ones not suitable) |
| Use technology
collaboratively |
| All/more permanent
multimedia classrooms (not on carts) (projector, computer hookup, VCR, document camera,
DVD (some want more carts) |
| Anytime, anywhere
educational systems |
| Access Grid for classes,
schedule it |
Web
| Support (central web
master to do updates?) |
| Maintenance &
development assistance |
| Hosting |
| Training |
| Web streaming (state
& multi-state events) |
| Better web presence
(professional looking standard views, fast loading) |
| Better web management-
current web hard to find material |
| Able to enter content,
interactive & able to modify easily |
| Secure web site (register
& pay for events) |
| Look at viecon.com,
buzzsaw.com, netbrick.com |
| Able to place video and
PowerPoint presentations on the web |
| Increase in course
materials |
| Help with design &
use of web-based courses |
| Create & use on-line
forms easily & download info easily. Quickly load |
| Electronic signature |
| Web broadcasting support |
| In-house web development
w/ student to maintain server |
| Electronic submission of
grant proposals |
| Personal web pages for
students (esp. grad students for c.v.). Get like Abacus account? |
| Help to develop method of
collecting data through the web (assign & track participants, notify them that “the
study is taking place tomorrow at”, assign credit/course hours for participation) |
| NDSU & Student web
space w/ db &db front ends (ASP or ColdFusion) |
| Look at Biometrics
(verify student who is taking a test) |
| Portal |
| Increased video quality |
Support
| Want to be able to call a
specific person |
| Seamless, good quality,
timely, follow-though (concerns) |
| Basic hardware &
software (esp. operating systems & versions). Tell the campus |
| More day-to-day support |
| Information on new
technology and its use |
| Troubleshooting, hardware
repair, expansion |
| Help to implement new
technology or sw (advice & training) |
| Mac |
| PDA (synching) |
| Personal
videoconferencing |
| Maintenance support for
StorageTek disk array |
| For SGI hw & sw |
| Take distance ed efforts
“to the next level” |
| Extension – support
person in each unit |
Training
| On-line training w/
learning management system (basic to very technical) |
| Office Suite learning
modules |
| On site, hands-on
training |
| CourseInfo training &
support |
| Calendar, Mac, PC, Palm
training |
| Viruses |
| On IT and managing IT
effectively |
| Training specific to
needs |
| At different times –
match class times or in evenings |
| By modules, departmental |
| Certificate training
(e.g. GIS for faculty) |
| Best practices, what’s
available, what’s possible for anywhere/anytime classes |
| Learn about distance ed,
videoconferencing, Access Grid, virtual U, IVN, BlackBoard |
| More descriptive class
descriptions |
| What not to
download/install |
Services
| Central purchasing of hw
& sw |
| Virus protection |
| IVN |
| Reliable
videoconferencing |
| Videoconferencing Minard,
Ladd/Dunbar, EML, Sudro, Harris, Hultz, Walster, EE,
Ag Eng, Stevens, Ceres, Old Main, NCI, dept.
downtown, around state (~15), out of state) |
| Videoconferencing lab |
| Videoconferencing
capability in some classrooms |
| Microscope on
videoconferencing unit |
| Able to move
videoconferencing equipment around building |
| Video editing |
| Video streaming |
| Video learning (access
remote archives) |
| Upgrade multimedia room
w/ high-end computers & scanners |
| Access to current
equipment & software for presentations (checkout?) |
| Standardized technical
graphing/plotting product |
| Programming |
| Media conversion (e.g.
Digitize 35mm slides, paper to electronic) |
| Scantron grading instead
of manual input |
| ITS available to work on
projects (Entomology has possible funds) |
| Large-format laminating |
| Preserve integrity of
data when upgrade equipment |
| Help develop &
implement instructional technologies for digital natives & immigrants |
| Help Desk |
| Online directory for
Extension |
| Ability to send out
directed email on specific topics |
Research
| Assistance with Personal
Response Devices, PDAs, and wireless (Biosciences, Cont Ed) |
| Support for scientific
use on Windows platforms |
| Analyze & manage
large amounts of data efficiently, publish professionally, increase web presence |
| Unix or Linux |
| Further automation of
testing/robotics (need to build interfaces between the technique & the computer) |
| Increase space on Abacus |
| 3D virtual reality? |
Environment
| Distance education
important – need help to get it going & training (reach onesies as well).
Overcome barrier of distance |
| Interactive testing &
learning systems to take the place of intro courses (CBT model) |
| Automated administrative
services (eliminate the paperwork, speed up the process) |
| Grad students will have
computers/laptops |
| Better equipment in
departments w/ replacement cycle |
| Better equipment
compatibility |
| Standardized systems that
are supported (hw, sw – including version of operating system) |
Money
| From ITS for lab space,
new software, server support |
Other Depts.
| Libraries provide
electronic library resources (e.g. Web of Science, Nexus/Lexus, Info Track, WinSPIRS) |
Admin
| Proactive planning –
leadership in what changes to make, when to upgrade |
| ERP process &
applications, training |
| More information &
less data |
| Help with how to use
existing resources efficiently & share computers |
| More storage space &
printers |
| Training & advanced
training in their offices |
| Enhanced student db |
| Copyright issues |
| E-books |
| Maintenance agreement for
card system & other systems (Dining Services) |
| Res Life, UGPTU, U
Relations, others want server |
| Control systems more
automated (PP) |
| Digital archiving (policy
& management needed – should be an NDUS concern) |
| Accept & process
credit card payments (security & accessibility?) |
| Paperless processes |
| Enhance student web
access (online billing info) |
| Secure web |
| Web registration (web
ALFI) (AOL & dialup a problem) |
| Training & support |
| Student Loan Collection
Services has db –security concerns, so not running |
| Assistive Technology lab |
| Want a db to track high
school students |
| Document imaging |
| Automated time system to
replace PP08 |
Miscellaneous
| Architecture moving
downtown; need central project site, global studios |
| Harris Hall wants UPS |
| NCI needs network access
to feed mill on 19 Ave N |
| New printer for Streeter |
| Carrington – needs
new phone system. Need advise (ITD, Telecom, DakTel) |
| RECs need Field computers
for data collection directly in field |
| RECs need Teleplant
medicine |
| Undergrad & grad
classes - teach as well as receive |
| Extension Kiosk on
Internet |
| Engaged University w/
integrated depts. |
| Assist businesses in
local communities |
B. PARTNERSHIPS – We believe that strong
partnerships between IT organizations and departments help us to share our strengths, and
be more efficient in providing and using IT services.
1. Does your department have
an individual (or group of individuals) who provides IT leadership to the department
(e.g., by providing informal IT support to the department or by exploring new technologies
and applications)?
Yes: Many have “informal
experts,” generally faculty members in academic depts. or staff members in admin
depts. Support each other. One dept. tries to solve its own problems and calls ITS after
20 minutes. Many depts. use a variety of resources, a committee, secretary, faculty, and
ITS depending on the need. Common support people are:
secretary (4), dept. head, technology guidance group (4), student
technician, technician (8), grad student, staff, manager, assistant director, Controller,
Physical Plant (3), Library (4), local Phone Co. Some use Proxy
No: 7 responded no. They
count on ITS support. Many depts. have individuals who do their own web pages & some
also hire students. Tend to do their own software support. Dickinson REC hires it out.
2. Would you be interested
in having this person (group) work with other IT professionals in providing support for
your department?
Some are interested. Need
to know what direction ITS is going. Need greater collaboration & communication. Many
are concerned that their already limited technology support resources would be stretched
further. They are not willing to assist others because they are not able to adequately
support themselves. Some depts. hire students to augment support. People are overwhelmed.
Depts. need a “fix it” person. They seem to be able to handle other support
themselves. Would like IT planning assistance. Would like technical training for their
technicians. Would prefer more technical assistance from ITS – a pressing need. One
full-time technician feels he gets mixed results when trying to work with ITS. Need ITS
support for network services, web & web certification, desktop, ERP,
videoconferencing, and listserv lists. One idea was to have a floor representative instead
of departmental. Another said that it is more efficient to rely on ITS instead of training
someone in the dept. They do like to have someone who knows their special needs and can
respond to them.
Summary: Biggest problem
with ITS is communication. Another concern was the relationship between ITS and Ag Comm.
Want to be able to contact one person
Communication
| Explain why a change is
necessary |
| Liked the departmental
visits |
| Email messages on
technology |
| Put a suggestion box on
the ITS website |
| Regular ITS section in
“It’s Happening” |
| Monthly electronic
newsletter to subscribe to (technology listserv list) |
| Provide basic (barebones)
info first into any message and follow with details |
| Online bulletin board for
specialty software |
| Topical user groups |
| Like Help Desk emails |
| Rework web site |
| Publicize the Help Desk
problem ticketing via the web |
| Continue to work with CPG |
| Designated liaisons for
each dept. |
| Create a control/advisory
group of faculty & technical IT people to work on generic guidelines |
| Provide a step-by step
procedure for reporting problems |
| Take initiative to help
rather than wait for the dept to call for help |
| Want to be able to call
one person |
| List of who to contact
for a particular topic (# & email) |
| Improve their attitude
& customer service |
| Notify people when
systems that are down are back up |
| Answer the phone, or at
least acknowledge receipt of message |
| Decrease long waits for
service (e.g. new computer installs) |
| “Turf war between
ITS & Ag Comm needs to end. Need better communication/ cooperation between them. In
some cases, Ag Comm told them to contact ITS, and ITS responded that they can’t help
them because they are from Ag” |
| Decide who providing
support – ITS or Ag Comm (Biochemistry) |
| Provide a common access
to services |
| More partnering between
ITS & Ag Comm |
| “Would like to find
out who is “in charge” and speak directly to that person” |
| More timely information
on issues affecting IT via videoconferencing |
Training
| Create 1 hr learning
modules for students on specific software |
| Web, mac, palm,
macromedia, advanced training (some want on site) |
| Publicize BlackBoard
training |
| Training streamed, on
CDs, videos |
| Training website |
| Training during the
summer, evenings |
| On-line training
newsletter w/ FAQ |
| Survey to find out what
times are good training times |
| Documentation |
| RECs need training and
classes (Stat, Animal & Range Science, Entomology, Plant Path) |
| Teach them to understand
logical solution to IT problems |
Assistance
| Easy web tools |
| List of standards &
protocols so know what to order & what is supported |
| Provide planning guidance |
| Searchable Q&A db |
| 24x7 Help Desk |
| Provide information on
what technologies would enhance dept. communication (e.g. videoconferencing) |
| Be more aware &
involved in new technology |
Summary: Our lack of
communication, not enough technical support, not responsive. 1&3 can be “fixed” fairly easily.
Many want to call a particular person for a particular question. “Our emergency is
not yours.” “ITS often over-volunteers, then under-delivers.”
Communication
| People don’t call
back. “Get a Remedy ticket number, but doesn’t hear back whether problem is
being handled or not. Person doesn’t know if someone actually came out & fixed
the problem or not. Wants an appointment scheduled.” |
| IT people talk over their
head – make them feel stupid |
| Cluster consultants busy
surfing the web – seem put out when asked to help |
| Service Center personnel
can be rude & not helpful (e.g.110 class & video camera) |
| More immediate feedback
on availability of reserved equipment |
| Level of support at the
Help Desk is limited to students w/ a minimum knowledge or understanding of operations |
| Lack of communication
about outages & updates |
| Too many changes without
notification |
| “ITS has a bad reputation for telling its
users how they must work, rather than listening to what they need to do” |
| PageCenter changeover
wasn’t communicated well |
| Availability of
knowledgeable support personnel |
| Don’t know who to
call for help |
| Need more immediate
decisions on what is supported |
| Tell them what we cannot
provide |
| Message on Audix if
system is down (esp. weekends) |
| Provide info on used
machines earlier |
| They don’t know the
right questions to ask |
Support
| Identify people for
specific questions |
| Who do you call for
software support |
| Getting voicemail when
having a problem. Want to talk to a person |
| If a system wide problem,
or pertaining to a group, send info out over
voicemail, not just email |
| What are the hours of the
Help Desk? |
| The trouble ticket –
their problem is not acknowledged & messages are not returned; don’t know where
they are on the list (what is the process?) |
| Quality of the HD support
depends on who answers the phone |
| ITS doesn’t finish
the job |
| Clarify the role &
responsibilities of CGS |
| Incomplete software
installations – ask for a CD later which they do not have |
| Delivery/setup |
| Need more support –
response too slow |
| Need support for
night/weekend classes |
| Delivery/setup of
multimedia equipment from Classroom Services - several times the equipment didn’t
arrive (had a schedule confirmation), or it arrived after the class had started - problem
worse Fall Semester, has improved somewhat this Spring |
| What does ITS support,
what is dept. responsibility |
| When Netware server
crashed our office was notified about updates, not about fixing the problem immediately |
| Linux support |
| Poor mac support –
what are the plans for replacing Bud? |
Services
| Server crashes |
| Network unstable &
slow (esp. 3-5) |
| Network storage capacity |
| Lack of file storage
capacity |
| Printer problems |
| Getting usable reports
out of Page Center |
| Getting an IP address |
| Shortage of IP numbers in
Polymers & Coatings prevent them from network access |
| Request for Data Services
takes too long. Can the form be online? |
| ITS priorities not in
line with dept. needs (e.g. modems) |
| Want to know what
hardware and software ITS supports. Will they install it? |
| Lack of common user
interface or common logon across the campus network |
| Scheduling procedure for
computer clusters (Registrar not inform ITS) |
| Plotting: want to send
job from their workstation & have it print automatically w/out going to IACC |
| Decent video camera
equipment & video editing equipment |
| Better videoconferencing
quality “to the livingroom” |
| Videoconferencing
glitches especially when connecting |
| ITS doesn’t seem to
care about improving the technology for video streaming; who will do it, ITS or Ag Comm?
Need a video streaming server |
| Lack of videoconferencing
|
| Changing email address |
| Access to the Internet
when traveling |
| Lots of email puts
faculty over quota – don’t like quotas |
| More dial-up lines |
| ITS pushed people to SSH,
but Abacus not available |
| Access to PALS and
Blackboard thru dial-up |
| Want ITS to install
internet cards in the fall (VM) & help students immediately |
| Need Windows server |
| Scheduling procedure for
IVN |
| IVN technical glitches |
| IVN technicians showing
up at the last minute |
| Telecommuter has problems
transferring large files to NDSU |
| Network access different
each school – have to change PC setup |
Clusters
| Need additional clusters
or instrumented classrooms |
| Need larger cluster |
| Not all clusters have the
same software |
| Students keep barging in
the clusters when teaching – need door signs |
| Equipment setup late 30%
of the time |
| Inconsistent availability
of IT equipment in the classrooms |
| Elmos old – not high
enough resolution or not work |
| Classroom projectors
– bulb burning out |
| Cluster computers &
dial up access “can’t keep up with BlackBoard” |
| Room scheduling –
often get bumped by people w/ higher priority |
| Checkout of equipment
inconsistent & unreliable – sometimes from ITS, sometimes building |
| Need confirmation on
reservations. |
| Can make reservations for
clusters in buildings that are closed |
| Too inflexible if someone
needs something special or the request is late (carts & laptops) |
| Want card key access for
clusters |
| Take better care of
clusters |
| Students need to create
resumes in PDF format in clusters |
| CS helped instrument 104,
bumped for larger classes |
| ATID is frustrated
because EML 377 used heavily, they can’t reserve, only place with some of their
software. Need more space on machines |
| Accessing their files
– different network neighborhood |
Web
| Hard to find what you’re
looking for on the ITS web site |
| Home page slow &
difficulties when using old browsers, marketing focus; want a portal-type access so can
find things easier |
| Accessing web site
(shorter URL, faster loading) |
| Search engine finds
things outside of NDSU |
| Libraries web page hard
to find & slow |
| Clarify web services
– who does what |
| Web support |
| Doing web work |
| Web forms can’t be
completed online |
| Complex process to access
NDSU forms |
| Web reservations –
time outs |
| Irregular web forms
throughout NDSU |
| Define the staff/faculty
classes more clearly with link to syllabus |
Software
| ITS doesn’t keep
track of software licensing records (software purchased) |
| Want more software
licensed |
| Want more info about site
licensed software that is available (online & phone) |
| Need application support |
| Incompatibility of
software across campus (Different versions of software & operating system) |
| Too many email packages |
| Bisonmail is difficult to
use and slow |
| Software policies –
what is Departmental responsibility, what is ITS’s |
| Want a written policy on
what it takes to get a software package ITS provided/Site Licensed |
| Takes too long to get
some software (e.g. Adobe products) |
| Dictating software
upgrades |
| Software upgrades not
consistent with the needs of the dept |
| Having old versions of
Corporate Time & not knowing about upgrades |
| Rate of cycling through
software in clusters – 3 yrs (faculty need same versions) |
| Investigate other
operating systems besides Microsoft |
| Some use WordPerfect.
Students can’t print documents in clusters. File conversion with Word can require lot
of data reworking |
| PDF files (putting on
& garbled when print) |
| Want Mat Lab site
licensed. 800 students, but only 2 depts. Wants in clusters (now only on 16 EE machines
for 800 students) |
| Limited support on
Mathematica & TeX |
| Want home licenses |
| When ITS didn’t move
to Windows 2000 – CS ordered books anticipating upgrade |
| No budget for computers
& software, no replacement cycle |
Administrative
| Poor GroupWise support |
| When the system goes down |
| CICS – accessing
student information for faculty. Must go thru central secretary |
| CICS for advising hard to
use/cumbersome. |
| CICS – get kicked
out of system if not use often |
| Re-entering data from
admin system into web |
| Page Center not updated
often enough |
| Ability to create &
send documents electronically (all processes, including billing electronic) |
| Improved student services |
| Update non-credit program |
Training
| More applications
training |
| Better publicity on
training opportunities |
| Training fills up quickly |
| Training offered when can’t
take it |
| Want more training in
depts. |
| Want training offered in
May and August |
| Didn’t receive
Corporate Time training |
| BlackBoard training
(Study Skills class?) & online instructions |
| More education for
students on what they can or cannot do |
| Corporate Time – too
much info too fast, demos didn’t help |
| Want Mac training |
Miscellaneous
| ITS not plan for
technology changes |
| Keeping up with changes |
| What are the
possibilities of using IT |
| Viruses |
| Computer freezes up &
lose information |
| Hardware crashes and time
to get it fixed |
| Have to use a typewriter
to fill out some forms |
| Different file formats (
e.g. Can’t open attachments) |
| Losing files when
machines are updated |
| How secure is file
sharing? |
| Lack of knowledge of what
tools are available & how to use them |
| What technology plan
– didn’t know one existed |
| Complicated IT procedures |
| Data that is accessible
by ITS only, but depts. need it |
| Not enough equipment in
their dept. |
| Procedures for getting
used equipment & inventory stickers updated |
| Would like the dept to
have the same equipment & software |
| Procedures for the
disposal of used equipment (can’t offer to students, landfill) |
| Junk email |
| Syncing Palm Pilots |
| Interlibrary loan
cumbersome, can’t copy & paste |
| Computers lose their IP
numbers in Eng. Tech 107 |
| Multilingual keyboards
– language module |
| K-12 schools that have
firewalls or filtering that blocks CourseInfo for students |
| NCI does all their work
online – expensive from hotel |
| Too many “codes”
(logins/passwords) |
| Authentication for all
students to use electronic library services |
| Access University
difficult to use and update – not do anymore |
| SBARE won’t use
vcing |
| IT cost – especially
the state network connection RECs) |
5. Which IT services should
be centrally provided?
Many commented they
wanted centrally controlled hardware & software upgrades. Wanted recommended basics,
then support & train
| List of available
services, contacts & resources |
| Email (many wanted just
1) |
| Servers (including a
Windows server) |
| Network (also plan for
wireless) |
| Shared drives |
| Storage & data
recovery |
| Security |
| Domains for file &
print account mgt |
| Desktop support &
troubleshooting |
| Backup of machines |
| Clusters (support some
departmental) & instrumented classrooms |
| Help Desk (24x7) |
| Software licensing |
| Campus software
clearinghouse |
| Software & hardware
support |
| Remote adminstration |
| Support &
installation of the same software & version (update entire campus @ once) |
| Equipment (machine
rotation controlled & financed centrally) |
| Bi-annual hardware
evaluation |
| Provide patches for known
software problems |
| Common calendaring &
resource scheduling |
| Web development,
maintenance, updating & support |
| More web forms |
| Computer service/repair |
| Videoconferencing &
Access Grid |
| Billing for printing |
| High gloss quality paper
for black & white prints stocked by Service Center |
| Support for research |
| Database support |
| Key server for
mathematics |
| Presentation hardware
& software |
| Linux support for
departmental servers |
| VPN |
| Document imaging |
| Training (one preferred library model – decentralized
like dept librarians) |
| Library: digital imagery
repositories & GIS archives |
| Admin functions |
| Have a week of faculty
& staff training just before school starts |
| Hold campus wide meetings
ea fall about changes, improvements, hints w/ other depts. |
| A centralized
statewide/Tri-college schedule of events |
| Per diem amounts easier
to find |
| Tech fee to instrument
classrooms |
| On web: evaluations of
WebCT, Blackboard so can choose |
C. PLANS –
By law, NDSU as well as other institutions and state agencies, is required to provide
biennial IT plans. We would like to make this
process more inclusive and helpful to the entire campus.
| Solicit input (meetings) |
| Describe the planning
process |
| Listen to departmental
concerns |
| Provide more support
personnel |
| Compile and publish a
detailed listing of services supported by IT |
| Consult with them on
their IT plan & future hardware purchases |
| Set up listserv list for
IT issues, best practices |
| Provide announcements
– not just in It’s Happening |
| Publicize departmental IT
activities |
| Funding: budget for PC’s
& software |
| Publicize planning
documents |
| Provide summary &
info on what’s new, coming & available |
| Link leading edge
programs w/ IT plan |
| Install more smart
classrooms |
| Assign classes that use
technology to the smart classrooms |
| Identify & publicize
what’s needed to fill IT needs |
| Provide broadband &
videoconferencing services |
| Assist in eliminating lag
time in the flow of info, exp. grant applications |
| Provide additional
on-site consulting so departments can learn |
| Develop a virtual lab |
| Have someone who
coordinates all IT pockets throughout NDSU |
| Replace computers &
software in entire depts. so they are all using the same thing |
| Training on ERP ASAP |
| Keep working with us, be
there for us |
| Help depts. think about
technology in new ways |
| Help find technology
solutions to problems/needs |
| Understand each
department’s special needs |
| One dept. wants help in
analyzing their work processes (Registrar) |
| How does the Tech Park
fit into the IT support plan? |
| Develop a model to train
staff to be responsible for some support in their office |
| Assist ATID to develop a
studio network plan |
| Partner with ITD, K-12
IVN |
| Clients are the residents
of ND. Need ways to put info, meetings closer to them (streaming, videoconferencng at
home) |
2. Would your department be interested in having an
IT professional assist your department in developing an IT vision/plan?
Generally, yes.
| Already have talented
tech people, but don’t have a tech dept. |
| Already have access to
ITS consulting |
| Technology is one of the
highlights of NDSU |
| Want someone to provide
vision, not just technical support |
| Timing is a concern
– usually doing at the last minute |
| Need to know what types
of technology are available – be proactive |
| Need “nuts &
bolts” & “blue sky” planning |
| ITS needs full time staff
member to pay attention to NDSU & its needs |
| Maintain purchasing
records to help make future purchase decisions |
| ATID wants help
developing a studio network plan (laptops, plotting, wireless) |
| Construction, Mechanical,
Engineering want Elizabeth on curriculum committee |
| Annual meetings –
ask for dept input. Focused discussion & share what positive & innovative things
people are doing |
Comments:
| Faculty fear sharing on
network |
| IT services taken for
granted |
| Everyone needs to be
trained to a basic level of competency |
| Concerned that ERP won’t
be student or faculty driven & they will lose current capabilities |
| Where will info on legacy
systems go when ERP is implemented? |
| Don’t use technology
as much as they could - the mainframe doesn’t allow it |
| Departments want their
own CSG support person & liaison |
| Response is too slow.
Call & confirm when coming, then do so, follow through & complete job |
| Want to be able to call
someone directly |
| Create CD for students
with software they need for their program of study |
| Clarify what services CSG
can do for departments |
| Some faculty don’t
like training sessions w/ students or staff –fall behind & embarrassed |
| “In working with
ITS, in some cases the doors are wide open, in other cases the door is closed.” |
| Would like to work more
collaboratively w/ students, faculty anywhere |
| ITS & Ag need to
determine who is supporting whom & on what |
| Chemistry writing grant
for 20 wireless workstations |
| Stevens Auditorium a
technology & wiring problem – help |
| Using the scanners &
plotters in the Service Center for large-format printing great service - substantial cost
savings for the dept. |
| Technology should be
transparent & should just work |
| Have a few computers not
connected to the network in each lab |
| Consult with teachers
when planning instrumented classrooms |
| Like CourseInfo,
infrastructure not adequate or complete. Help Desk doesn’t know it either |
| How far in advance of
each IVN event do the technicians test the connections (had several events that haven't
been able to connect) |
| Will the technicians
continue to do the setups,etc. with the new Stagenet system? |
| Keep Education informed
of H.323 videoconferencing services |
| Use Brown Bag series to
have visionary discussions, pros & cons. Topics: using IT in classrooms,
videoconferencing, teaching pedagogies |
| Pharmaceutical Sciences
would like to explore a partnership with ITS in videoconferencing with the Telepharmacy
Program participants |
| Faculty feels they have a
heavy enough load without having to attend anything extra. Give them info communicated to
them on a just in time basis |
| Physical security is a
concern with multimedia carts & classroom equipment |
| Depts. & students are
frustrated dealing with distance ed issues & procedures (IT policies & procedures,
Libraries, access, registration) |
| Concern about support for
legacy hardware/software & the best way to upgrade yet preserve data that will
continue to provide research results |
| Very small budgets |
| Have experienced problems
with software installations & network setup |
| TLC a wonderful resource |
| Many like the Help Desk
and Service Center |
| Be proactive to new
technologies |
| Email actually causes
more work |
| Several commented
positively on the support from CSG & others |
| Depts. want good, basic
services |
| How will cluster
authentication handle visitors & guests? (Can guests use cluster machines to check
email?) |
| NDSU should tag along
with other institutions to gain more bargaining power in purchasing agreements |
| ITS should use more of
the people resources available in the library support structure |
| Offer Lunchbox at other
times, offer more low-end topics |
| Like the predefined user
lists in GroupWise |
| Concern about the future
of Minitab |
| Should depts. pay an
outside person to provide additional support? |
| Should there be separate
Help Desk lines for students to better provide support? |
| Some interest in wireless |
| Proxy great for providing
immediate assistance |
| RECs hard to find & long to load on NDSU’s web
page. Need direct link & use counts |
| RECs want to decide
together which software to support |
| RECs “We’ve
come a long way & we appreciate changes & where they are today” |
| Ag Comm not know about
all the projects with end users (GPS, ArcView, ProCrop) |
Needs:
| Better communication with
campus (what we are doing & how it will affect depts.) |
| Adequate funding to keep
everyone on the leading edge of technology |
| Coordinate grants &
IT component. Create check list – IT issues & needs |
| Need help to get distance
education going |
| Need to know campus
standards & requirements |
| Need more “seamless”
support |
| Would like a dedicated
time slot (e.g. Tues morning) where an individual would be available for software
installs, making repairs, etc. |
| Work on problem for 20
minutes then call ITS. Need more training so can troubleshoot for themselves |
| Need articulate people on
the Help Desk, not “grunters” |
| Faculty need training in
May and August, mini sessions on specific skills |
| Access to resources so
they can help themselves |
| Training should
incorporate multiple skills (e.g. preparing visuals for class) |
| Data security |
| Site licenses for student
machines |
| Faster launch of software
in clusters |
| New features in
CourseInfo – how do they request them? |
| Large cluster to hold 100
students |
| Printing problems solved
(queues, from laptops, bottleneck) |
| Keep faculty current on
software |
| Help with projects |
| Costs for certain
resources (e.g. web development) Student Life would help fund |
| Extended warranty on
computers (who would pay for this?) |
| Additional fields in
admin database for financial aid (gender, race, first generation) |
| Additional dial-up
capability (concern about cost of this service) |
| One page document on how
to forward their campus email to the account they are using |
| Info on relative costs of
doing business (e.g. expense of travel versus expense of videoconferencing equipment &
phone calls) |
| Infinite email forwarding |
| Dept. servers |
| Large Unix or Linux
server & support |
| Unix workstation support
& training |
| Wireless broadband |
| Lease hardware? |
| Soil Science needs better
PC support (may take 2-4 weeks for help when PC goes down) |
| NCI needs Eudora
assistance |
| NCI want to scan in
invoices & have info go directly into CICS |
| CDFS needs assistance in
storing marriage counseling records (confidentiality required) |
| Cont. Ed would like
wireless for presentations here and at the Capitol |
| Better student info
database |
| Cont Ed wants to be able
to collaborate with anyone, anywhere, anytime |
| Cont Ed wants to
incorporate docs, spreadsheets, digital video… into courseware |
| Cont Ed wants admin
rights to Blackboard |
| Training: Pagemaker,
PageCenter, FileMaker Pro, Palm Pilots |
| Would like an online area
for Lorna’s tips and have it indexed |
| In 2 years ATID students
will be required to have laptops (help them select?) |
| Architecture wants
departmental CD of software tools for students |
| Carrington needs new lab |
| Private use of state
network |
| Ag - move to ndsu email
addresses – work with ITS staff to identify & solve issues (meeting was held) |
