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Information Technology Services

Mission and Goals

  Vision:

Information Technology Services (ITS) will provide reliable and efficient services, innovation, technology leadership, and strong collaboration to strengthen the future of teaching, learning, research, and service at East Tennessee State University.

 

  Mission:

Information Technology Services (ITS) provides the highest quality technology services to students, faculty, and staff and delivers technologies that advance the University’s academic, research, and administrative goals.

 

  Goals:

Information Technology Services Goals for 2017-18

  Federal Accessibility Guidelines

ETSU Strategic Goal #1: Supports university strategic priority to establish a growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #2: Ensuring the diversity and inclusion of people and ideas.  

ITS Goals

Planned Action


Implement federal accessibility guidelines
Develop communication plan to inform campus about need for universal design for online materials; Market existing training materials and workshops; Develop ETSU Online template for review of online course accessibility; Follow steps prescribed by TBR accessibility task force.

 

 

ITS Administration and Governance

ETSU Strategic Goal #1: Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow.

ITS Goals

Planned Action


Evaluate the Information Technology Committee (ITC) structure and organization;
Reorganize ITC structure to provide governance through a responsive, agile, timely, and systematic approach; Reorganize governance structure to provide an approach to IT governance that ensures input from faculty, staff, and students; Develop an advisory committee to provide oversight for ITC; Recommend revised organizational plan to the President;

Improve external communication between ITS and external customers
  • Develop combined Information Technology Services website
  • Establish a Communication Plan to successfully deliver university information to faculty, staff, and students.

Improve internal process for ITS communications
Create a style guide to include grammar, formatting and recommendations for communicating about technical topics in a user-friendly manner; Create a protocol for submission of communication for internal review, revision and approval; Determine from whom ITS communication should be disseminated for consistency.

Improve ETSU Online social media communication
Increase fans and followers on Social Media to 6,000

Develop process for management and delivery of Technology Access Fee Related Projects and Initiatives 
Formalize and publish guidelines for TAF-funded projects, classrooms, and computer labs; Develop online submission forms to improve process of requesting and tracking funding for TAF projects; Publish approved TAF projects and completion status, and meeting notes for greater transparency.

Improve and implement classroom technology to provide enhanced teaching and learning experience
Evaluate equipment in multimedia classrooms

Continue to remove thin clients from computer labs
Decommission 100 thin clients in computer labs

 

 

  ITS Communications

ETSU Strategic Goal #1: Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow

ITS Goals

Planned Action


Improve and Enhance Voice Systems and infrastructure
Evaluate and apply system upgrades and enhancements as available from vendor. Enhance voicemail offerings

Improve and Enhance Network systems and infrastructure
Improve available internet bandwidth; Lifecycle management of network wired and wireless infrastructure

Improve and Enhance Video systems and infrastructure
Review existing outside plant for CATV for any necessary upgrades; Continue working with CATV vendor to improve channel offerings

 

 

  ITS Information Security

ETSU Strategic Goal #1: Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow

ETSU Strategic Goal #6:  Leading the region forward through community engagement and service

ITS Goals

Planned Action


Identify, approve and promote a best practice IT security standard.
Select and promote an IT security Standard and Seek approval from university stakeholders.

Develop, approve and promote a comprehensive set of IT security policies.
Draft IT security policies, standards and guidelines

Improve information security communication across campus
Implement a communication plan for IT security awareness

 

 

  ITS Information Systems

ETSU Strategic Goal #1: Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow

ITS Goals

Planned Action


Enhance ETSU web sites by using cloud services to improve deployment, scalability, availability.
Begin moving existing web sites.  Use cloud based services to develop new web sites.

Improve workflow of university forms.
Reduce paper and improve efficiency for forms requiring one or more role-based approvals

Improve ERP environment and user experience.
Implement Application Navigator to prepare for Banner XE.  Implement JVM Pooling to reduce memory usage of Banner INB.  Implement Docker for containerization of Banner middleware.  Begin implementing Banner XE modules in development instance.  Migrate D2L integration to new Glassfish based queue.

 

 

  ITS Project Management

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow

ITS Goals

Planned Action


Define Project Management Process
Develop a project management framework that defines the scope and boundaries of managing projects, as well as the method adopted and applied to each project undertaken.

ITS Project Management webpage for the ETSU community
Create a Project Management website for the ETSU community to refer to for help or advice if they are researching, starting or implementing a project for the University that involves any aspect of information technologies services

 

 

  ITS Systems Support

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow

ITS Goals

Planned Action


Reduce energy consumption from computing hardware
Monitor and evaluate server and datacenter power consumption. Take advantage of smaller form-factor hardware. Replace older computing devices with more power efficient hardware

Improve the security of Web applications
Centralize the implementation and management of Web SSL encryption 

Utilize the datacenter colocation for both internal and external constituents.
Advertise and drive the use of the datacenter colocation space to centralize computing resources into a purposely built facility

 

 

  ITS Web Services

ETSU Strategic Goal #1: Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow

ETSU Strategic Goal #6:  Leading the region forward through community engagement and service

ITS Goals

Planned Action


Improve the ETSU web presence
Begin moving existing web sites.  Use cloud based services to develop new web sites.

Improve workflow of university forms.
Reduce paper and improve efficiency for forms requiring one or more role-based approvals

Improve experiential learning
Provide platforms and support for departments delivering experiential learning in technology

 

 

Research Computing

ETSU Strategic Goal #1:Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3: Empowering employees to make ETSU a great place to learn, work, and grow.

ETSU Strategic Goal #5:  Expanding the foundation for scholarly (research and creative activity) excellence and innovation in all disciplines.

ITS Goals

Planned Action


Reduce the use of unsupported operating systems, such as XP or older operating systems, from research labs on campus.
Determine the number and location of computers currently running XP on the ETSU campus; determine the location of those being used in research labs on campus. Update the hardware and OS if possible or assist the faculty with machine replacement.

Some level of consultation or presentation to research faculty submitting grant applications involving information technology purchases.
Work with the ORSP, RDC, IRB, and Research Subcommittee of the ITC to implement a notification method recommending that researchers consult with ITS-RCS when submitting grants including IT purchases.  -discuss with ORSP, RDC, IRB, and Research Subcommittee of ITGC.  -include in departmental presentations and at New Faculty Orientation (NFO).  -request to present to faculty senate. -a single slide is being developed to introduce Research Computing Services to academic departments and we will request that chairs include the slide in an upcoming departmental meeting, or determine if a visit from RCS is possible.

Develop and implement a research data storage and backup plan.
Work with ORSP, the HCO, the CISO to develop and implement a research data backup plan. Develop online instructional material to demonstrate storage and backup procedures for non-HIPAA and HIPAA research data.

Establish procedures to inform research faculty of the availability of repurposed computers available for research use. Deliver and implement the re-purposed computers to the researchers' labs as needed.
When re-purposed computers become available during rollout of new computers, faculty will receive an e-mail notification. Priority will be given to use for Research and scholarly activity. ITS-RCS is developing a laboratory in 303E of the Campus Center Building to image and work on research computers as needed.

Promote Research Activities to increasing extramural funding through non-traditional means; social networking, digital publishing, and crowd source funding.
Find a small number of faculty actively engaged in research who are interested in seeking funds through crowd source funding. Work with RDC, ORSP, Advancement, and Faculty Researchers to seek crowd funding of research. Promote research activities through social networks. A two page document outlining the rationale and general procedures for crowd funding is in preparation with the Office of Advancement for review by ETSU Legal Affairs.

Assist faculty with high performance computing needs.
Develop a multi-tier strategy for the future of HPC by ETSU researchers. The multi-tier plan would include use of the existing KnightRider cluster, the RCS pilot project with BOINC, discussion of resources that might become available to ETSU researchers through Oak Ridge National Laboratory and/or UT (NICS/JICS/ACF), and discussion of GPU/SimCluster technology with ETSU researchers and CIO. Develop a working knowledge of AWS cluster services available.

Manage the ETSU RedCap servers.
ITS will implement two instances of the RedCap server, one for non-HIPAA research and one for HIPAA-compliant research.

 

 

Teaching Environment

ETSU Strategic Goal #1:Support a strategic growth agenda that maximizes the student experience both inside and outside the classroom.

ETSU Strategic Goal #3:Empowering employees to make ETSU a great place to learn, work, and grow.

ETSU Strategic Goal #4:  Supporting Excellence in Teaching

ITS Goals

Planned Action


Improve technical service approach for faculty, staff and students 
  • Improve Help Desk services provided to campus community
  • Improve distribution of faculty and staff desktop computers to include individual appointment times, greater variety of options, and increased focus on customer satisfaction with the process

Ensure technology provided to faculty and in use in labs and classrooms is current and appropriate for teaching and learning
  • Evaluate Windows 10 Operating System for Deployment
  • Evaluate WebEx usage to ensure efficient deployment
  • Evaluate effectiveness and use of Tegrity

Implement new technologies to ensure efficient delivery of service
Implement use of SCCM for software deployment

Improve support services for faculty teaching and developing online courses
Improve service to faculty for the creation and posting of online video content

Provide resources and support for higher quality online course development
  • Design and implement a more rigorous Memorandum of Understanding (MOU) for ETSU online courses
  • Establish standard for remote proctoring service for faculty teaching ETSU online courses
  • Increase campus discussion and faculty support of online courses

Provide resources and support for students enrolled in ETSU Online courses
Creation of online student-focused support and resource material 

Increase resources and support for departments offering online programs
Expand direct marketing support and service outreach

Increase number of student online inquiries
Update and optimize the ETSU Online website to increase conversion rates by streamlining the conversion funnel based on analytics data and the latest research on the consumer journey for online degree seekers.

 

 


 

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