New Brunswick Computing Services A division of OIT - Campus Computing Services
Annual Report
July 2006 – June 2007
Table of Contents Executive Summary............................................................................................................................i NBCS / CSS Reorganization ................................................................................................................1 New Service & Software Offerings........................................................................................................2 Service Improvements / Upgrades .......................................................................................................5 Auxiliary Services Information.............................................................................................................7 Support Statistics ............................................................................................................................ 11 Training / Outreach / Recognition ...................................................................................................... 21 Years of Service Milestones............................................................................................................... 26 Goals & Objectives for FY 2008.......................................................................................................... 27 Appendix A: NBCS Organization Charts............................................................................................... 28 Appendix B: Customer Service Excellence Program .............................................................................. 30 Appendix C: HDRT User Satisfaction Surveys....................................................................................... 33 Appendix D: MSSG Satisfaction Surveys ............................................................................................. 36 Appendix E: Software Licenses Distributed .......................................................................................... 37
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Executive Summary New Brunswick Computing Services (NBCS) is the New Brunswick – based user support organization of Campus Computing Services, a division of the Rutgers University Office of Information Technology. The following report outlines the activities of NBCS for the period from July 1, 2006 through June 30, 2007; hereafter referred to as Fiscal Year 2007 (FY 07). NBCS was affected by two reorganizations this year. In the first, the Central Systems Group, which is responsible for maintaining the UNIX timesharing systems for RCI and Eden, was removed from NBCS and incorporated into a larger group which included similar groups on all three campuses. The goal of this reorganization was to achieve greater efficiency and consistency in the management of these systems across the campuses. Shortly thereafter, another reorganization involving the Network Operations group of Campus Computing Facilities was conducted. The goals of this change were the same as the first reorganization. This change allowed NBCS to concentrate its support efforts specifically on the end user of computing technologies without having to be concerned with the provision of centralized services. In the end, NBCS was allowed to become a more user focused support organization. The current organization is outlined in Appendix A. FY 07 marked the introduction of a number of new services. Most notable of these new services was the Microsoft Campus Agreement. The Campus Agreement is a true site license for Microsoft’s most popular software products. Previously, faculty and staff wishing to purchase these products had to research, shop for and ultimately pay for the software. Under the Campus Agreement, faculty and staff wishing to obtain the software only need to visit the University Software Portal, login with their NetID and download the necessary software. Since its inception six months ago, the Campus Agreement has been lauded by users throughout the University for its ease of access to these critical software tools. Some other notable service additions in FY 07 include the addition of 24/7 emergency telephone coverage for the Support Center (Help Desk) phone lines, as well as, the acceptance of credit cards for payment on the University Software Portal. While the addition of new services in FY 07 was significant, possibly more significant was the improvement of existing services. FY 07 brought substantial upgrades to the University Software Portal, the Scarlet Page service, the Rutgers Anti-virus Delivery Service and ruCompliant. Each of these services is detailed in the “Service Improvements / Upgrades” section of this report. NBCS operates a fairly large auxiliary (non-state funded) support group. Ostensibly, the two groups that comprise NBCS auxiliary services are the Microcomputer Support Services Group (MSSG) and the Computer Repair group. MSSG provides contract and hourly support services to departments, contract and hourly programming assistance, LAN support services (including firewall support) and support for the University site licensing operation. The auxiliary operation is detailed in the section entitled “Auxiliary Services Information”. NBCS employs over 350 student workers in a variety of user support positions throughout the campus. As a means of motivating them, and recognizing the excellent support they provide, NBCS has implemented a “Customer Service Excellence Program”. This program consists of a number of awards for staff who meet various criteria. The awards, the criteria and the recipients of these awards are all listed in Appendix B. User satisfaction with the services provided by NBCS is monitored so that services can be tweaked and tailored to meet the needs of the user population. Satisfaction with services is assessed via surveys in a few different areas. Most of OIT now uses the Help Desk Request Tracker (HDRT), which is a home-grown trouble ticket system developed by MSSG staff. HDRT has a built-in survey module that allows for users to be surveyed after a ticket is resolved. The results of the NBCS specific surveys are contained in Appendix C. Additionally, MSSG surveys users of its auxiliary-based services through a different mechanism. The results of those surveys are contained in Appendix D. In the future, NBCS will be looking to increase the methods in which it gathers this type of feedback from the community it serves. Most notable in this report are some of the statistics on the sheer volume of support that is provided. In FY 07, NBCS: • Logged 133,373 tickets in HDRT. • Handled 36,803 telephone calls and 14,586 emails via the Support Center. • Detected over 24 Million spyware / malware infections and over 25 Million viruses using RADS. • Hosted more than 1.5 Million logins from 36,803 unique users in the OIT NB Computer Labs. • Hosted 67 NBCS Education Series classes with 518 attendees. • Participated in the University IT Certificate Program by teaching 42 classes with 335 attendees. • Participated in more than 25 student orientations, open houses and student activities fairs; all using volunteer staff on nights and weekends. i
New Brunswick Computing Services Annual Report: July 2006 – June 2007
As you can see, the staff of NBCS was very busy in the past year. However, this does not mean that the organization is ready to rest on its accomplishments. Objectives for the next fiscal year are outlined in the section entitled “Goals & Objectives for FY 2008”. This report represents the culmination of the excellent work and dedication of all NBCS staff: a staff committed to supporting users of computing technology on the New Brunswick campus. We hope that you enjoy reading through the many accomplishments and service improvements contained herein.
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
NBCS / CSS Reorganization New Brunswick Computing Services (NBCS) was affected by two substantial reorganizations over the last academic year. In the first, the Central Systems and Services (CSS) group was split from NBCS in order to create a new university-wide central systems group to serve all three major campuses. The goal of this reorganization was to achieve consistency and efficiencies of scale across the Camden, Newark and New Brunswick campuses. As a follow up to this reorganization, a short time later, the Network Operations group was split from the NBCS Campus Computing Facilities group, in order to achieve the same consistency and efficiencies intended by the first reorganization. Additionally, during the last year, NBCS was reorganized to focus concentration on two primary areas of support: end-user support falls within the auspices of the NBCS Support Center and is led by Keri Budnovitch, while departmental and auxiliary services support is the responsibility of the Microcomputer Support Services Group (MSSG), which is led by Mary Ann Chianelli. As a result of these changes, Hill Center Operations and Campus Computing Facilities were moved into the NBCS Support Center organization, while Old Queens Support and the auxiliary based LAN Support Services group were moved into MSSG. On a sad note, the Rutgers Computer Store was forced to close in December 2006. The closure was the result of a combination of factors: a bad budget year, decreasing margins in the computer industry and competitive market pressures. A decision was made, however, to keep the Computer Repair group operational. At the moment, that operation is reporting to the Director. The Computer Repair operation will be closely monitored for the next year to assess its value to the University versus the cost of running the operation. The organization chart in Appendix A depicts the current organization of NBCS.
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
New Service & Software Offerings Microsoft Campus Agreement On February 1, 2007, the software covered under the Microsoft Campus Agreement became available to members of the University. Under the agreement, faculty and staff may download the covered software, free of charge, for use on University-owned computers. Additionally, the software may be installed on home computers for the purpose of conducting Rutgers business. The following is a list of software included in the agreement: • Windows XP Upgrade • Windows Vista (available on March 1, 2007) • Office 2003 Professional • Office 2004 Professional for Mac • Office 2007 Enterprise Edition • Core CAL (Client Access Licenses) • Exchange Server CAL • SharePoint CAL • Systems Management Server CAL • Windows Server CAL • SQL Server CAL
Microsoft Student Select Agreement MSSG signed the Microsoft Student Select Agreement which allows students, faculty and staff to purchase selected Microsoft software titles (for personal use at school or home) at a significant discount. The following is a list of titles included in the Student Select Agreement: • Microsoft Windows XP Upgrade • Microsoft Windows Vista Upgrade • Microsoft Office 2007 • Microsoft Office 2004 for Mac • Microsoft Digital Image Suite • Microsoft FrontPage • Microsoft OneNote • Microsoft Project • Microsoft Visio
24/7 Integrated Emergency Coverage for NBCS Support Center When the Central Systems and Services Group were spun off from NBCS, the Hill Center Operations group was retained. As part of a reorganization of duties, the Operations group became a part of the NBCS Support Center group. Since the Operations group provides 24/7 monitoring of the Hill Center machine room environment, as well as, monitoring of critical University IT services, it was decided that the group would be in a good position to provide emergency coverage for the NBCS Help Desk. This coverage began slowly with a gradual transition of duties and retraining of staff in the winter of 2007. This service has not been heavily advertised, but provides a crucial link between our Help Desk and the user community during hours when the Help Desk is closed.
ResNet DHCP Project In January 2007, the OIT Telecommunications Division began the process of decommissioning DHCP services in all “A tree” buildings of RUNet (Rutgers University Network). Previously ResNet (the Residential Network) had relied upon these DHCP servers / services to provide IP addresses to students who were using computers in the dorms. By February 2007, all DHCP services had been transitioned to servers that are run and maintained by technical support group of Campus Computing Facilities. This transition used existing infrastructure which was being used to support the campus computing labs to provide support to the dorms. All of the other processes (Registration, ruCompliant and virus scanning) surrounding registration of computers in the dorms remained intact through the transition. Page 2
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Washington DC Firewall Installed Rutgers University has an office of Federal Relations that operates in Washington, DC. The staff in that office are considered to be part of the senior University administration and therefore are supported by the Old Queens Technical Support Team. In an effort to increase the security of their systems and network-based communications, the Old Queens Technical Support Team worked in conjunction with the LAN Support Services Group of MSSG to install a firewall for the office. This installation also provided point-to-point data encryption capabilities thereby further securing all transmissions between the offices in New Brunswick and Washington, DC.
Credit card payments on the portal In November 2006, MSSG began accepting credit card payments on the University software portal. This accommodation has made the process of obtaining software much more convenient and less labor intensive for faculty, staff and students.
Windows Vista Activation Server In accordance with the terms of the Microsoft Campus Agreement, MSSG implemented a Microsoft Key Management Server. This server provides the necessary activation codes to users of the Microsoft Windows Vista operating system at the University. The MSSG staff also collected and developed tools to aid University IT staff in the rollout and administration of Vista on campus. These tools are a collection of Microsoft utilities bundled into a Rutgers specific package, which is made available via the University Software Portal.
Daylight Savings Time Patch: Education and Fixes In July 2005, Congress passed “The Energy Policy Act of 2005”, which essentially extended the period of daylight savings time (DST) in the US in order to achieve energy savings. This change carried unanticipated consequences related to computer and network operating systems, which had hard coded dates related to DST. March 11, 2007 marked the first revised date for the imposition of DST in the US. In the weeks and months prior to March 11, computer professionals throughout the country were scrambling to assess the impact of the change. In order to assist departmental support staff in understanding the potential impact and developing solutions, MSSG began an education campaign which included; presentations at the OIT Technology Meetings, web pages with additional information and an agreement with Microsoft to provide free patches to the University community (that were being sold for $5,000 to corporate customers). Much like Y2K, as a result of the media attention given to the event, and the fine education and remediation work of MSSG, the DST issue turned out to be a “non-event” in IT terms.
iPod Repairs Over the course of the last year, Rutgers Computer repair began to offer an iPod repair service. While Computer Repair is not reimbursed by Apple for any warranty related work (all iPods under warranty are sent to the Apple Depot for repair), Computer Repair did earn some new customers in the process. With the popularity and penetration that the iPod has in the portable music player market, offering a repair service seemed a great opportunity to win new customers and educate students about the services offered by Rutgers Computer Repair.
ResNet Accommodates Students Living in Lounges In late August, ResNet was notified that Housing had overbooked the dorms in New Brunswick. As a result, a small portion of the incoming class was temporarily forced to reside in the lounges of residence halls. ResNet technical staff scrambled to make the necessary network connections in these lounges in order to accommodate these students.
Cyber Angel Software Added to University Software Portal In early 2007, the Information Protection & Security division of OIT negotiated a site license for “Cyber Angel”. Cyber Angel is software that allows for tracking of stolen computer equipment. MSSG worked with IPS to make the Cyber Angel software available through the University software portal. Page 3
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Microsoft E-Learning Available on University Software Portal As part of the Microsoft Campus Agreement, Rutgers University received access to Microsoft’s ELearning applications for the software and operating systems licensed under the agreement. Access to these valuable training tools is available by logging in to the Software Portal and following the Microsoft Campus Agreement link.
Secure Sockets Layer Certificates Added to University Software Portal In 2006, Secure Sockets Layer certificates were added to the University Software Portal. Previously, faculty and staff interested in purchasing these certificates needed to work with Central Systems Staff to obtain the certificates. The integration of these certificates into the portal represented a streamlining of the application, payment and delivery process.
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Service Improvements / Upgrades Software Portal Improvements The University Software Portal (http://software.rutgers.edu) provides all members of the Rutgers community with access to free, discounted and site licensed software. The portal features an interface that allows faculty, staff and students to login and access various types of software based on their affiliation with the University. The University software portal has been in operation since 2004. Over the course of the last year, the following improvements were made to the software portal: • Added the ability to accept credit cards for personal purchases • Added the ability to order and pay for SSL (Secure Sockets Layer) certificates • Added software covered under the Microsoft Campus Agreement • Added software covered under the Microsoft Work-At-Home provision of the Campus Agreement • Added software covered under the Microsoft Student Select Agreement • Added a web page for management to view statistics regarding the portal Additional changes are being planned for the software portal. These changes include a complete rewrite of the portal code in order to make it more efficient and user friendly. Also, the databases that support the portal will be redesigned in the course of the coming year.
Scarlet Page 2.0 In late 2005, MSSG provided the first version of the Scarlet Page Service. This free subscriptionbased service allows computer users at Rutgers to delegate the maintenance of the Windows operating system to MSSG. The system works in a fashion similar to Microsoft’s Systems Management Server, but is much less expensive and much more efficient. In 2006, MSSG released Scarlet Page version 2. It features the following improvements: • Complete code re-write to optimize efficiency • Ability for departmental staff to use Scarlet Page to conduct equipment inventories • Integration with Windows Systems Updates Service (also provides failover protection) • Ability to distribute (push) custom signed packages
RADS 4.0 RADS 4.0 is the fourth generation of the Rutgers Anti-virus Delivery Service. RADS provides centralized support for management of anti-virus software for faculty, staff and students. This year, RADS underwent a major overhaul as Rutgers transitioned from the McAfee E-Policy Orchestrator product to the Trend Micro Office Scan Suite of products. The Trend Micro software greatly improved coverage for spyware and malware; two features which were noticeably missing from the McAfee software. During the transition from RADS 3 to RADS 4 over 30,000 client computers were moved seamlessly, with no lapse in anti-virus protection.
ruCompliant 3.1 Released ruCompliant is used primarily as part of the ResNet registration process. In this process, ruCompliant checks the student’s Windows-based computer to make sure that: • All of the latest Windows patches and updates are installed. • A supported anti-virus program is installed. • A virus scan is performed to ensure that the computer is free of viruses. A student must meet all three criteria before they are allowed to access the internet from a Rutgers dorm. If a student’s computer fails the ruCompliant testing, the student is provided with instructions on how to resolve the specific problem, and a support ticket is automatically created in HDRT (Help Desk Request Tracker). The ticket is created to assist the Support Center staff with diagnosing and resolving the student’s specific problem. Prior to the automatic creation of ruCompliant tickets, the resolution process used to take much longer, mainly because the students would fail to write down the error message. Now, the error message is sent directly to the ticket system and can be easily accessed by Support Center staff. The latest version of ruCompliant made the necessary accommodations for the Windows Vista operating system and added checks for the following features: • Detection of installed software for patch / revision information Page 5
New Brunswick Computing Services Annual Report: July 2006 – June 2007 • •
Check for status of “UAC” on Windows Vista (UAC is User Account Control, it is part of the Vista security system) Check for Windows firewall status
Combined Student Hiring Efforts / HATS Improvements Over the last few years, there has been a concentration on unifying all student hiring efforts within NBCS. The process has been an iterative one; with incremental gains coming each year. This year was no exception. The hiring process went extremely well and the students who went through the process provided mostly positive feedback about the process. The Help Desk, ResNet and Operations groups have been working with CCF / NetOps on the continued maintenance and improvement of HATS (Hiring and Applicant Tracking System). This year, with the reorganization and realignment of CCF into the NBCS Support Center group, work on HATS took on a new perspective. Each year, NBCS hires over 350 students to work for the various groups that make up NBCS. HATS is used as the primary resource for tracking applicant information and status. A number of key improvements were made to the system in the last year, including: • Creation of mockups for the new HATS Administrator Interview creator. • Added multi-room interview functionality. • Added “days out” relative interview window. • Added new interview slot maker. • Integrated the meeting room booking system with the HATS interview system.
Blackberry to Treo Migration For the last few years a number of senior level administrators at Old Queens have come to rely on Blackberry devices for reading and responding to email when they are away from their office. The Old Queens Technical Support Team has been supporting the Blackberry software on a server housed in the Old Queens Quad. Unfortunately, this service had some serious drawbacks; the most notable being cost. The Blackberry software was very expensive and needed to be upgraded almost annually. Furthermore, running the software required operation of a separate server and expensive software to support the devices. In 2006, OQTST members began to test the new Palm Treo 700w. This device provided all of the same features of the Blackberry, but did not require any specialized software. The Treo worked directly with the Microsoft Exchange software in use at Old Queens. As a result of their testing, the decision was made to begin the process of weaning the users off of their Blackberry devices and moving them to the superior (and less expensive) Treo devices. A number of influential users in the Quad decided to migrate early on. Their positive experiences paved the way for others who were unsure about giving up their beloved Blackberry devices. In the end, the users got a better level of service and the budgetary requirements for delivery of the service were reduced.
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Auxiliary Services Information MSSG provides fee based services to complement the departmental support services they provide to the University community. The goal of the operation is to offer University departments a lower cost alternative to expensive IT consultants. The group has no profit motive and only strives to recover their operating costs, thereby providing great value to University departments. MSSG conducts regular satisfaction surveys in the Departmental Support and Software Licensing areas to assess how satisfied their users are with the service they provide. The summarized results of these surveys are included in Appendix D.
Departmental Support MSSG provides contracted and hourly IT support to departments on the New Brunswick campuses. The following is a run-down of the departments MSSG worked with in FY07: Billable Contract Support Department Days per Week Status 0.50 Answer (formerly NFLE) Biomaterials 0.50 Center for Children 4.50 Cancelled CIFSS 1.00 CMSCE 1.50 Douglass College/Project 3.00 1.00 Eagleton Ecology 0.50 Cancelled MGSA 1.00 NJSSI 1.00 NTI 2.00 OIT Admin 1.00 Purchasing 0.50 RU Press 0.50 Scheduling and Space Mgmt. 1.00 Scool of Social Work 1.50 Cancelled Zimmerli 2.00 * All cancelled contracts were due to the consolidation of support under the Office of Undergraduate Education & Student Affairs. Billable Hourly Support Department Air Force ROTC Animal Science Career Services Ctr. for Latino Arts and Culture Ctr. Survey Research Foundation Foundation Geography Internal Audit Paul Robeson Cultural Center Property Management Psych clinic Rutgers Community Music Program Rutcor Surplus Property
Hourly Work 3.00 2.50 8.00 6.00 20.00 103.00 3.25 1.00 1.50 8.00 1.00 8.00 2.00 20.00 20.00
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New Brunswick Computing Services Annual Report: July 2006 – June 2007 MSSG also provides contracted and hourly programming services. The following is a run-down of the departments MSSG did programming for in FY07: MSSG Programming Group Projects List Annual Contracts: Hourly Contracts: Maintenance Projects: Total # of Projects:
2 31 5 38
MSSG Programming (Annual) Contracts Answer (4 days) National Transit Institute (1/2 day) MSSG Programming Project-based Contracts African Studies Association Alcohol Studies Answer Center for Children & Families (complete) Center for Human Resource Strategy Center for Survey Research Disability Services (complete) Douglass Developmental Disabilities Center Douglass Housing (complete) Douglass Residential College (complete) Graduate School of Applied and Professional Psychology (complete) Housing and Residence Life Institute for Women and Art (complete) Institute for Women's Leadership Language Lab Life Sciences (complete) Livingston College (complete) Mason Gross School - Department of Music (complete) Mechanical and Aerospace Engineering (complete) National Center for Public Productivity (complete) National Transit Institute (complete) Newark Computing Services (complete) NJ Center for Character Education NJ Italian IAHC (complete) Off-Campus Housing Office of the Secretary (complete) Office of Student Affairs Safe and Drug-Free Schools Scheduling and Space Management Student Development and College Affairs University Accounting (complete) Zimmerli Art Museum (complete) MSSG Programming Maintenance Projects African Studies Association Center for Children & Families Douglass Residential College Rutgers Learning Center Student Accounting Services
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New Brunswick Computing Services Annual Report: July 2006 – June 2007 LSS Annual Contracts Graduate & Professional Admission Residential Network Old Queens Children & Family Serv. Residential Network Rutgers Foundation Bloustein School for Planning & Public Policy Bloustein School for Planning & Public Policy School of Pharmacy School of Social Work Federal Credit Union Financial Aid SCILS Under Graduate Admissions (not renewed for 06/07) LSS Retainer Work Bloustein Center for Survey Research LSS Hourly Work Undergraduate Admissions Institute of Marine & Coastal Science Old Queens EOHSI Federal Credit Union School of Social Work School of Pharmacy Public Safety Financial Aid National Institute for Early Education
# Hours 16 30 12 8 30 15 35 35 30 24
University Software Portal MSSG is responsible for operating the University Software Portal (http://software.rutgers.edu). This portal provides the University community with one location to find all University licensed software. In order to use the portal, users must login with their NetID. Once logged in, users are presented with access to all software available to them under current University software licensing agreements, based on their role at the University (Faculty / Staff / Student). This includes software that is free, as well as, software available for purchase. The following is a summary of the software that was purchased and/or downloaded through the portal during the course of FY 2007. Prior to February 2007, Rutgers University purchased Microsoft software under a Microsoft Select Agreement. Under this agreement, each license was acquired and accounted for individually. Therefore, we have broken the data up to represent Microsoft products purchased and downloaded under the Select Agreement, as well as, under the Microsoft Campus Agreement, which began in February 2007. Additionally, Rutgers signed a Student (and Faculty/Staff) Select Agreement, which allowed the community to buy Microsoft products for personal use at greatly reduced prices. Each of these is represented separately. The following represents a summary of all licenses and media handled through the software portal. The full details regarding these summary statistics can be found in Appendix E. • • • • • • •
Total licenses distributed / sold ..............................5,486 Includes MS Select & other vendors Total media distributed / sold .................................1,123 Includes MS Select & other vendors Rutgers Thawte SSL licenses .................................... 229 Microsoft Campus Agreement licenses .....................4,695 Microsoft Campus Agreement media downloads ............ 64 Student Select Media Kits / Licenses sold ................... 190 Microsoft Work At Home Kits sold ............................... 85
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Computer Store & Repair As was indicated earlier in this report, the Rutgers University Computer Store was closed effective December 1, 2006. However, Computer Repair has continued its operation. The following table shows gross sales for each group for the last fiscal year: Computer Store / Repair Revenues Store Gross Sales Jul 06 $ 313,493.37 Aug 06 $ 247,271.86 Sep 06 $ 223,043.11 Oct 06 $ 171,993.35 Nov 06 $ 173,805.51 Dec 06 $ 100.00 Jan 07 $ Feb 07 $ Mar 07 $ Apr 07 $ May 07 $ Jun 07 $ Totals $ 1,129,707.20
Orders 282 410 763 180 168 1
1,804
$ $ $ $ $ $ $ $ $ $ $ $ $
Repair Revenues 43,266.88 52,331.68 159,447.35 20,131.85 15,189.55 13,653.12 20,320.88 15,327.81 5,214.64 4,209.01 15,961.85 20,981.24 386,035.86
Orders 104 136 540 143 129 108 161 142 164 207 154 101 2,089
$ $ $ $ $ $ $ $ $ $ $ $ $
Total 356,760.25 299,603.54 382,490.46 192,125.20 188,995.06 13,753.12 20,320.88 15,327.81 5,214.64 4,209.01 15,961.85 20,981.24 1,515,743.06
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Support Statistics Help Desk Request Tracker Over the last few years, the Help Desk Request Tracker (HDRT) has become the centerpiece of the NBCS support strategy. HDRT has become an enabler for inter-group and intra-group communications on support related issues. Problem solving procedures in NBCS almost always include HDRT. The following chart illustrates the total number of tickets logged (by all groups) in HDRT for FY ’07.
Help Desk Request Tracker All tickets created FY 07 Inc lude s no n- N B C S t ic k e t s
16,000 14,000 12,000 10,000 8,000 6,000 4,000 2,000 -
New Tickets
Jul 2006
Aug 2006
Sep 2006
Oct 2006
Nov 2006
Dec 2006
Jan 2007
Feb 2007
Mar 2007
Apr 2007
May 2007
Jun 2007
3,685
8,356
14,664
4,842
3,900
2,890
11,368
4,027
3,214
3,295
6,283
5,348
The number of tickets logged per year has grown steadily as other areas of OIT have adopted HDRT and incorporated it into their business processes and workflow. The adjacent chart represents the growth of tickets created, by fiscal year, since the inception of HDRT at the Help Desk. In addition to being used by NBCS, HDRT is actively used by Newark and Camden Computing Services, as well as, the Telecommunications Division and Enterprise Systems and Services divisions of the Office of Information Technology. The NBCS Support Center has also received requests from other University departments to use the system. While that currently is not allowed, University departments can download and use ruQueue: the Open Source version of HDRT.
HDRT Tickets By Fiscal Year
80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 -
Ticket s
2003
2004
2005
2006
2007
16,983
28,039
50,421
54,456
71,872
The following represents the NBCS specific tickets created in HDRT for FY07: Page 11
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Tickets in NBCS Managed Queues in HDRT: July 1, 2006 through June 30, 2007 Queue Computer Repair Dorm - Broken Jack Dorm - CCF Dorm Software Dorm - Cdigix Dorm - Copyright Infringement Dorm - IP Assignment Needed Dorm - IP Conflict Reports Dorm - IP Hoppers Dorm - Keys Dorm - Mini Hubs Dorm - Network Support Dorm - NICR Dorm - Registration Problems Dorm - RUCompliant Dorm - SWAT Dorm - Switch Problems Dorm - Top Talkers Dorm - Virus Dorm - Virus Remediation Dorm_-_Network_Support Eden Password Eden Questions Jabber - Feedback Listserv LSS - Support LSS ResNet
Tickets 101 1,109 29 2 3 3,126 766 143 89 901 27,301 1,921 9,695 28,395 521 12 2,618 691 1,948 1 3,608 9,326 7 719 65 98
Total Tickets for the Period:
Queue (continued) Macintosh Issues Mailman Mailman - Feature Requests MSSG NB-Voice Mail NBCS Communications NBCS Operations RAMS RAMS - Feature Requests RATS RATS - Feature Requests RCI Password RCI Questions ResNet - Dev ResNet - help@resnet ResNet Registration - NB/P ResNet Registration - NBP Rias - Access Rias - email - config Rias - other Rias - password Rias_-_other RULink RUWireless/RUWired Virus Questions - Other Virus Questions - PC
Tickets 321 267 16 770 2,939 1 260 674 20 14 19 1,741 9,670 27 167 19,652 1 1,326 25 480 139 1 403 701 68 476
133,373
HDRT User Satisfaction Surveys HDRT contains an integrated survey system. When a ticket is resolved, the user is sent an email asking them to take a brief survey to assess the support they were provided. Appendix C contains a summary of all survey results received during the course of the fiscal year.
Support by Phone
Answered Ans % Abandoned Aband % Total Calls 1,841 74% 641 26% 2,482 3,227 68% 1,496 32% 4,723 7,409 68% 3,441 32% 10,850 3,020 88% 423 12% 3,443 2,307 93% 178 7% 2,485 1,806 90% 191 10% 1,997 5,194 65% 2,783 35% 7,977 2,402 88% 341 12% 2,743 2,177 87% 312 13% 2,489 2,530 92% 213 8% 2,743 2,591 82% 586 18% 3,177 2,298 90% 248 10% 2,546 36,802 77% 10,853 23% 47,655
Avg time to answer Total VM 1:35 124 2:24 331 3:19 969 1:04 103 0:45 42 0:41 37 4:12 769 0:56 77 1:02 71 0:41 52 1:28 168 1:00 58 2,801
NBCS provides a Jul significant percentage of its Aug support over the phone. Support calls come in to 732- Sep Oct 445-HELP (4357) and are Nov tracked by software in our Dec Nortel Business Jan Communications Manager Feb Telephone System. This chart provides some Mar statistics on the volume of Apr calls, average wait times and May voice mail messages that Jun were handled by the phone Totals system in the last year. It is important to note that the number of calls answered during peak load times (Aug, Sep and Jan) drops pretty significantly. This is mostly due to the high call volume during those peak demand periods. During these periods, the system experiences greater call volume, longer call handle times and thus, longer user wait times. Consequently, many users choose to hang up and call back later or leave voice mail. Page 12
New Brunswick Computing Services Annual Report: July 2006 – June 2007 The following graph represents the call volume by month. Incom ing Telephone Calls July 2006 - June 2007 12,000 10,000 8,000 6,000 4,000 2,000 0 Jul
Aug Sep Oct
Nov Dec
Jan Feb
Mar
Apr May
Jun
The telephone system routes calls by skill set. Currently, three skill sets are defined: • Network: The network queue handles calls related primarily to residential networking (ResNet). • Faculty/Staff: This queue handles calls from faculty and staff in need of general computing support. General: The general queue is a catch-all for all of other computing related issues. • Telephone Calls by Skill Set FY 2006-2007
41%
42%
17% Network
General
Fac/Staff
It is worth noting that a good deal of the ResNet support questions come in through the general queue. Often students don’t understand the distinction between the two and just know that they’re having a problem, so they choose the general queue. In fact, during busy times, callers will press any key that they think will get them through to a consultant faster.
Support by Email In addition to telephone support, NBCS does a significant amount of support via electronic mail. Requests for assistance come in to a variety of email addresses, all of which are handled by NBCS Support Center staff. The following represents the number of unique outgoing messages (or replies) to requests for assistance:
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New Brunswick Computing Services Annual Report: July 2006 – June 2007 Jul Aug Sep Oct Nov Dec Jan * * * * * * * 307 536 516 462 473 265 438 * * 443 245 103 91 203 176 356 198 116 78 60 118 245 393 361 211 458 216 321 * * 219 165 77 46 183 * * 118 91 79 33 43 21 70 31 14 24 32 36 * * 34 16 20 12 18 * 25 36 24 18 13 14 * * * * 8 7 18 749 1380 1956 1344 1338 775 1392 Totals * indicates that statistics were not collected for this category at that time.
feedback@computerlabs help@rci accounts@rci helpdesk@nbcs help@eden help@resnet mmadm@nbcs help@nbcs help@faq rulink_support webmaster@
Feb Mar Apr May Jun * 12 10 6 2 345 388 254 354 325 126 109 101 169 144 102 66 168 124 122 187 540 299 416 274 82 79 55 56 32 56 53 57 65 44 29 28 55 53 30 14 17 21 18 14 30 17 19 24 17 6 4 12 15 7 977 1313 1051 1300 1011
Totals: 30 4,663 1,734 1,684 3,921 994 639 423 184 237 77 14,586
Operations: Account Support In September 2006, the NBCS Operations Group took over responsibility for handling account requests, adds and changes. The following chart represents the number of requests handled by the group over the course of the year.
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals
RCI Guest Early F/S RCI Dept RCP IDs (new & accounts Accts renewals) * * * * * * * * 259 98 0 12 155 29 10 11 30 24 13 23 24 29 6 12 58 75 16 26 41 29 9 14 29 19 7 35 21 11 8 34 54 33 14 39 64 30 6 24 735 377 89 230
Eden Student Org * * 6 11 10 0 0 7 3 1 3 1 42
Eden Guest Accts * * 4 4 1 0 0 0 0 5 0 0 14
NetID change
Misc.
Totals Responses
* * 10 3 0 2 5 0 0 1 1 2 24
* * 54 22 2 18 23 26 16 20 25 17 223
* * 443 245 103 91 203 126 109 101 169 144 1734
Page 14
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Operations: Monitoring NBCS Operations provides 24x7 system and network monitoring services to the University community. The group provides this support largely for OIT related activities, but also contracts with some University departments to provide monitoring services. All monitoring is currently handled using the Nagios monitoring system. In this role, NBCS monitors designated systems and networks and provides notification, system shutdown/reboots or software re-installations as defined by the service level agreements with the various departments.
Contacted Customers Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals
* * 128 198 161 107 103 106 119 125 126 97 1270
Shutdowns, Reboots, or reinstalls * * 0 6 21 0 11 16 7 17 29 14 121
Contacted ResNet for Monitoring * * * * 5 19 9 3 7 6 10 15 74
* No data collected
Operations: After Hours / Overflow Call Handling As mentioned earlier, NBCS Operations was integrated into the NBCS Support Center group this year. As the year progressed, Operations began to take on additional responsibilities with regard to handling phone calls when the Support Center was either closed or experiencing large call volumes. The accompanying chart shows the number of incidents handled by the Operations group over the course of the year. You will notice that there is no data available for the start of the year. This is due to the fact that the group required time to be trained and integrated into the Support Center in general and into the HDRT system specifically.
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Totals
After-hours
Overflow
VoiceMail
Summer Business Hours
* * 60 20 25 22 54 14 24 17 31 31 298
* * 99 3 12 28 78 5 2 3 4 0 234
* * 211 0 4 17 361 29 15 3 24 13 677
* * * * * * * * * * 115 194 309
* No data collected
MSSG 3rd Level Support The Microcomputer Support Services Group provides support to University departments and also acts as “third level” or expert support for issues related to local area networks, desktop computing and computer virus related issues. As such, MSSG handles a number of requests each year, both through the HDRT system, and via direct phone/email contact from departmental support people. While MSSG does not keep statistics regarding the direct contact they have with departmental support personnel, we are able to review the MSSG contacts through HDRT queues: MSSG queue: 191 tickets Virus Questions – Other queue: 12 tickets Virus Questions – PC queue: 53 tickets
Page 15
New Brunswick Computing Services Annual Report: July 2006 – June 2007
RADS – Rutgers Antivirus Delivery Service MSSG provides the University with access to Trend Micro’s Office Scan Suite of antivirus products. Additionally, MSSG has written a “wrapper” application that takes care of the installation and updates to the Trend Micro software. Essentially, this allows MSSG to manage the antivirus software for departments who choose to opt-in. The Trend Micro products are designed for distributed management as well. MSSG also provides technical support to departments who choose to manage their own antivirus implementations using the University’s site license for the Trend product suite. The following is a chart listing the number of clients and the virus / spyware / malware detections for the year. Please note that due to software upgrades and changes in the systems management software from Trend, the statistics for the months of July 2006 through August 2006 are not available.
RADS Efficacy Spyw are / Malw are / Virus Detections
8,000,000 7,000,000 6,000,000 5,000,000 4,000,000 3,000,000 2,000,000 1,000,000 0 Sep
Oct
Nov
Dec
Jan
Feb
Spyw are / Malw are
Mar
Apr
May
Jun
Virus
Total Clients
clients without infections / malware
clients with infections / malware
spyware / malware detections
virus detections
Sep
24,494
9,358
15,136
245,237
552,394
Oct
24,520
12,728
11,792
1,040,806
2,482,403
Nov
24,623
11,879
12,744
1,391,974
3,294,161
Dec
24,520
12,006
12,514
2,531,367
1,067,557
Jan
22,293
10,414
11,879
3,294,161
1,391,974
Feb
23,349
9,931
13,418
1,803,441
1,070,887
Mar
25,176
9,615
15,561
2,969,998
1,897,364
Apr
25,261
9,132
16,129
4,214,702
2,881,456
May
25,151
9,406
15,745
2,100,590
3,327,371
Jun
24,080
9,966
14,114
Tot
4,418,886
7,041,825
24,011,162
25,007,392
* No data available Jul - Aug
Page 16
New Brunswick Computing Services Annual Report: July 2006 – June 2007
ResNet Registrations Every student who connects to the Residential Network (ResNet) is required to register their computer before they can access the commodity internet. The process of registering involves three steps: 1. Authentication by NetID. This allows us to determine who they are, and if they are in the right dorm. 2. Pass ruCompliant. ruCompliant checks their Windows-based computer to determine if all of the latest patches and updates have been applied. Macs and Unix/Linux computers are not required to pass ruCompliant. 3. Pass a virus scan. The students are provided with free anti-virus software (see the RADS section for more info) and must pass a virus scan process before they can attach to the commodity internet. The following is a chart showing the number of registered computers in ResNet for the most recent academic year. The chart also includes the number of computers that were considered ruCompliant on any given day.
ResNet Registrations Computers Registered & ruCompliant
16,000 14,000 12,000 10,000 8,000 6,000 4,000 2,000 0 7/1/06
9/1/06
11/1/06
1/1/07
Registered
3/1/07
5/1/07
ruCompliant
ResNet Dorm Visits When all other means of problem resolution fail through our Support Center, it becomes necessary to send ResNet consultants out to a student’s room in order to diagnose and remediate problems with network connectivity. The following is a summary of the ResNet dorm visits for the year:
ResNet Room Visits 500 400 300 200 100 0 Room Visits
Jul 3
Aug Sep Oct Nov Dec 38
459
90
60
45
Jan Feb Mar Apr May Jun 298 116 107
75
6
0
Page 17
New Brunswick Computing Services Annual Report: July 2006 – June 2007
ResNet SWAT Every fall, ResNet staff coordinate with Housing to offer network installation assistance to new and transfer students moving into the dorms. Additionally, Rutgers Computer Store/ Repair staff participated in the SWAT effort in order to make reasonably priced computer accessories available to the incoming students. Their participation added additional technical support and convenience for the students (and parents). The following is the list of dates / locations for the ResNet SWAT effort this past academic year. September 1, 2006: 11am-1pm: Brett Hall* (CAC), McCormick-Hi* (Busch Campus) 11:30am-2pm: Katzenbach*, Lippincott*, Woodbury/Bunting-Cobb (Douglass) September 2, 2006: 9am-11am: Perry, Voorhees*, Nicholas* (Cook) 10am-1pm: Campbell, Clothier*, Frelinghuysen*, Tinsley, Mettler (CAC), Barr, Allen, Metzger, Mattia*, Davidson* (Busch), North and South Towers*, Quads* (Livingtson) * Denotes buildings where staff were located. Other buildings had signs directing students to the staffed buildings. Residents in all listed buildings were assisted.
OIT NB Computer Labs – Usage Data This year, as in past years, the OIT New Brunswick Computer Labs have accommodated the transient computing needs of the student population. For FY07 the labs accommodated over 1.5 million logins for 36,803 distinct computer users. The average user was logged in for just under 37 minutes per visit this year. The following represents the number of logins by lab:
OIT NB Computer Labs Logins by Lab 350,000 300,000 250,000 200,000 150,000 100,000 50,000
D
C
C
L G D
C C C
LO R
L KI
TI L
LS M
C AR
SA T
SC R
EX AL
C
AC
-
KEY CAC – College Avenue Computer Center, College Ave. ALEX – Alexander Library, College Ave. RSC – Rutgers Student Center, College Ave. SAT – Satellite, College Ave. ARC – Allison Road Classroom, Busch Page 18
New Brunswick Computing Services Annual Report: July 2006 – June 2007 LSM – Library of Science and Medicine, Busch TIL – Tillett Hall, Livingston KIL – Kilmer Library, Livingston LOR – Loree Computer Lab, Douglass CCC – Cook Campus Center, Cook DGL – Mabel Smith Douglass Library, Douglass DCC – Douglass Campus Center, Douglass The following depicts the number of total logins by platform in each month:
OIT NB Computer Labs Mac / PC Total Logins 250,000
Total Logins
200,000
150,000
100,000
50,000
0 Jul
Aug
Sep
Oct
Nov
Dec Mac
Jan
Feb
Mar
Apr
May
Jun
PC
Page 19
New Brunswick Computing Services Annual Report: July 2006 – June 2007
OIT NB Computer Labs – IML Usage Data OIT operates Instructional Microcomputer Labs (IML) in conjunction with the computer labs. These IML’s are intended for faculty to use in their teaching of courses requiring that students be present at computers. The following is a summary of the total number of classes and hours taught in the New Brunswick IML’s over the course of the last year.
IML Usage 700 600
Hours
500 400 300 200 100 -
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
329.8 116.3 409.3 539.0 448.3 300.3 276.8 508.2 608.5 395.8 76.5
Hours Classes
103
24
270
348
310
195
Hours
159
272
309
227
30
Jun 396.0 143
Classes
The following provides a further breakdown of the class data by campus:
IML Usage by Classes Held 160 140 120
Hours
100 80 60 40 20 0 Jul
Aug
Sep
Oct
Nov
Dec
Jan
ARC
CAC
Tillett
Feb
Mar
Apr
May
Jun
Loree
Page 20
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Training / Outreach / Recognition NBCS Education Series New Brunswick Computing Services offers free hands-on computer training for University faculty, staff and students in the HR class rooms on Livingston campus, in Davidson Hall and the ARC computer lab on Busch Campus. Because the classes are hands-on, seating is limited, and registration is on a first-come, firstserved basis. The following summarizes the Education Series course offerings and attendance records: Ed Series Classes Scheduled Classes Held Total Attendance
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total 7 8 4 9 10 7 1 11 8 10 3 3 81 7 8 1 5 8 5 1 9 8 10 3 2 67 51 71 12 69 50 32 12 68 52 70 14 17 518
The following are the classes offered as part of the Ed Series this year: Administrative Resources for IT Support Staff (ITCP) • • Advanced RU Link (ITCP) • Advanced Sakai: Discussions and the wiki Advanced Sakai: Structured content • • Advanced Sakai: Tests, quizzes, and grading • Basic Access • Basic Excel • Being an Effective IT Staff Member (ITCP) • Creating a Web Page using Nvu - Day 1 • Creating a Web Page with Nvu - Day 2 • Disaster Recovery for Windows-based Servers (ITCP) • E-managing an Email Account (ITCP) • High Performance Computing for Research Applications (ITCP) • How to be a MAC Power User (ITCP) • Intermediate Excel • Intermediate SAS Introduction to Data-driven Web Design I(ITCP) • • Introduction to Data-driven Web Design II (ITCP) • Introduction to PHP Day 1 (ITCP) • Introduction to PHP Day 2 (ITCP) Introduction to Sakai (ITCP) • • Intrusion Analysis for Windows-based Computers (ITCP) • Macintosh Basics • Mailman Basics (ITCP) • Technical Resources for IT Support Staff (ITCP) • The Basics of SAS/PC Day 1 • The Basics of SAS/PC Day 2 • The Basics of SPSS for Windows • UNIX I - Getting Started (ITCP) • UNIX II - The Basics (ITCP) • UNIX III -Intermediate Topics (ITCP) • Using RULink Calendaring (ITCP) All courses that indicate (ITCP) are also offered in connection with the Information Technology Certificate program.
Information Technology Certificate Program The Rutgers University Human Resources Department is running a series of certification classes for IT staff that will lead to certification in information technology. These classes are mandatory for all newly hired IT staff at the University and are open to all Rutgers University faculty and staff. NBCS participated closely with UHR in the creation of this program and provides ongoing support for the program. In the previous section Page 21
New Brunswick Computing Services Annual Report: July 2006 – June 2007 the OIT led courses that are part of the ITCP are annotated as such. The following summarizes the number of classes scheduled and taught by OIT in support of the ITCP: ITCP Classes Scheduled Classes Held Total Attendance
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Total 3 1 4 11 7 3 2 4 6 5 5 0 48 3 1 4 11 6 3 2 3 5 3 4 0 42 38 14 42 85 45 15 9 20 43 33 29 0 335
Community Outreach / OIT Representation NBCS regularly participates in the community outreach events at Rutgers. Some such events include; new student orientations, information fairs, campus fairs among others. The following people from NBCS have participated in these events (many donating their own personal time to do so): September 2, 2006 - NBCS / ResNet “Back to School” effort (also known as “SWAT”) Location: Livingston Campus Mary Ann Chianelli Susan Schwerdt September 4, 2006 - Student Involvement Fair Location: Voorhees Hall Susan Schwerdt March 21, 2007- Technology Symposium Location: Busch Student Center/Multi Purpose Room Susan Schwerdt Randy Suchcicki April 11, 2007 - IT Vendor Fair Location: Busch Student Center, Center Hall Mary Ann Chianelli Danielle Berlingieri Hollie Ferreira Seth Gannon Scott Holodak Tim Mills Eric Olstad Alex Parise Ray Quezada Jeffrey Uthaichai Armen Varjabedian April 14, 2007 – Open House Location: Rutgers Athletic Center Susan Schwerdt May 6, 2007 – Parent Orientation (Outreach) Location: Rutgers Student Center Lounge, College Avenue Susan Schwerdt May 12, 2007 – Parent Orientation (Outreach) Location: Busch Student Dining Hall Susan Schwerdt
Page 22
New Brunswick Computing Services Annual Report: July 2006 – June 2007 The NBCS Support Center staff participated in the following events: July 6th, 2006 - Livingston Sumer Orientation and Account Creation Session Location: Tillett Hall July 7th, 2006 - Rutgers College Discovery Day Location: Rutgers Student Center MPR, College Avenue July 10th, 2006 - Livingston Sumer Orientation and Account Creation Session Location: Tillett Hall July 10th, 2006 - Rutgers College Discovery Day Location: Rutgers Student Center MPR, College Avenue July 13th, 2006 - Rutgers College Discovery Day Location: Rutgers Student Center MPR, College Avenue July 14th, 2006 - Livingston Sumer Orientation and Account Creation Session Location: Tillett Hall July 15th, 2006 - University College Open House Location: Rutgers Student Center MPR, College Avenue July 30th, 2006 - Cook College New Student Family Picnic Location: Skelly Field, Cook College August 8th, 2006 - Rutgers College Transfer Student Orientation Location: College Ave Campus August 9th, 2006 - Douglass College Transfer Student Orientation Location: Douglass Student Center August 30th, 2006 - School of Social Work Graduate Student Orientation Location: Cook Campus Center September 2nd, 2006 - Cook College Student Services Expo Location: Skelly Field, Cook Campus September 3rd, 2006 - Douglass College Student Activities Fair Location: Neilson Grounds September 4th, 2006 - Rutgers College Student Involvement Fair Location: Voorhees Mall, College Ave September 5th, 2006 - Livingston College Student Activities Fair Location: Livingston Student Center May 5th, 2007 - Parents Orientation Location: Rutgers Student Center Lounge, College Ave May 6th, 2007 - Parents Orientation Location: Rutgers Student Center Lounge, College Ave May 12th, 2007 - Parents Orientation Location: Rutgers Student Center Lounge, College Ave Following is a list of participants that helped us staff the above events: John Abbott (HD) Cody Burke (Labs) Page 23
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Frances Cheng (Labs) Tracy Clough (Labs) Arlind Emini (Labs) Deborah Jackson (Labs) Chris Jarocha-Ernst (HD) Melissa Malana (Labs) Nicole Minovich (HD) Lauren Moulder (Labs) William Olson (Labs) LeAnne Roberts (Labs) Michael Santangelo (Labs) Jason Siggins (Labs) Katie Strachan (Labs) Alexandria Tom (Labs) Lindsey Vanbroekhoven (Labs) The following staff from the Rutgers Computer Store and Repair groups also dedicated their time to attending many of the events noted above, as well as, the ResNet SWAT effort: David Souren Robert Schwarz Dan Dowd Eric Flaherty Wil Hamilton Clem Bottone Jim Vernillo Mike Hailey Lori Seymour Dawn Gandy Margaret Zanfini
IT Vendor Fair MSSG coordinated the second annual IT Vendor Fair. The event was held on April 11th, 2007 in the Busch Student Center. More than 30 vendors participated and there were 15 technical presentations in the breakout rooms. In addition, there were over 30 door prizes that were donated by the vendors, many of them substantial prizes. The event offered the vendors the opportunity to meet with University IT buyers, and was very well attended. Vendor and attendee feedback indicated that they considered the fair to be extremely well organized and very successful.
Management Team Building Exercise In July 2006, the NBCS Management team traveled to the Doral Conference Center in Princeton for a day long session on project management and team building. The training was a valuable experience and spawned many ideas regarding project management that were put into practice throughout the year. All in all, the day provided a positive experience for the managers to better understand one another and develop better working relationships.
Vendor Presentations In its role as liaison to the departmental Unit Computing Specialists and Managers, MSSG regularly provides opportunities for vendors to come in to Rutgers to make presentations on their technologies. Over the course of the last year, MSSG arranged for presentations by the following companies: • Adobe Apple • • Dell • Microsoft
Page 24
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Wireless Provider RFP Project Participation The Rutgers University Purchasing and Procurement Office sought the assistance of NBCS to assist in developing and analyzing bids for an RFP (request for purchase) of wireless phone service providers on campus. Susan Schwerdt and Brian Luper from NBCS participated in the effort.
Computer Suppliers RFP Project Participation The Rutgers University Purchasing and Procurement Office also sponsored an RFP for computer supplies this past year. Susan Schwerdt participated in this effort and brought an OIT perspective to the project.
Supplemental Systems Project Participation MSSG staff participated in the evaluation of existing departmental financial management applications for possible University-wide use. Mary Ann Chianelli represented MSSG on the committee.
Customer Service Excellence Program NBCS employs more than 350 student workers. In order to motivate and recognize the achievements of these workers, monthly, quarterly and annual awards are handed out. The awards programs vary slightly by group; but all have the same goal in providing recognition and motivation to the student work force. On the right is a sample of one of the recognition certificates handed out through this program. For a complete listing of NBCS Customer Service Excellence award recipients, please refer to Appendix B. NBCS Management is currently considering the possibility of extending this program to recognize the achievements of full-time staff as well.
Page 25
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Years of Service Milestones The following NBCS staff were recognized this year for achieving milestones in their service time:
25 Years: • •
James S. Oleksiak, User Support Services Specialist, Support Center Chris Jarocha-Ernst, User Support Services Specialist, Support Center
20 Years: • •
Daniel B. Koft, User Support Services Specialist, Support Center Frank J. Reda, IT Director, Campus Computing Support - NBCS
15 Years: •
No staff members achieved this milestone this year.
10 Years: • •
Jacqueline D. Thomas, Systems Programmer / Administrator, MSSG Jacqueline Hindle, Project Manager, Support Center - ResNet
5 Years: • • • • •
Jennifer Merz, Telecommunications Analyst, MSSG - LAN Support Services Wentuo Huang, Systems Programmer / Administrator, MSSG – Old Queens Aleksandr Daysudov, Systems Programmer / Administrator, MSSG Mostafa Khalifa, Assistant Campus Facilities Manager, Support Center – CCF Danielle Berlingieri, Administrative Assistant, MSSG
Congratulations to all of these staff for their time in service to Rutgers University!
Page 26
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Goals & Objectives for FY 2008 Clarification of Roles / Responsibilities between CCF and NetOps As part of reorganization this year, the Campus Computing Facilities campus labs were split from the centralized technical support unit commonly referred to as “NetOps”. The lab operations and support groups ended up in NBCS, while the NetOps group was moved to the Central Systems and Services organization of OIT Campus Computing Services. Previously, these two groups worked as one to provide the necessary technical infrastructure and support provided in the OIT New Brunswick Computer Labs. Moving forward there is a significant amount of work to do regarding the clarification of roles and responsibilities for each of these groups which are now operating mostly independently. Furthermore, budget resource allocations for each operation need to be evaluated and reassigned appropriately. This will be a fairly time consuming management process over the course of the coming year.
Integration of CCF Operations into the NBCS Budget Management Process As indicated previously, the Campus Computing Facilities operation was part of a larger organization, in which all budgeting matters were handled centrally by senior management. While that model may have served CCF well over the years, in the coming year NBCS will be looking to solicit more feedback and involvement on the part of the site managers with regard to planning, allocating resources and budget accountability. Going forward, site managers will be intimately involved in preparing budget requests, monitoring operating budgets and reporting on budgetary needs / concerns for their respective organizations.
Inventory and Redesign of NBCS Web Pages There is no sugar coating it: the NBCS web pages are a mess. The NBCS Communication Committee has been tasked with the development of a plan to develop a common look and feel for NBCS web pages of the future. Part of that process involves taking inventory of existing web pages, determining what is necessary versus what is outdated, and developing standards for presentation of information on NBCS websites. Simultaneously, there are two efforts in process at the university level to adopt a University-wide content management system and provide standards for Rutgers visual identity. NBCS is mindful of this work at the University level and intends to follow all University guidelines for visual identity and will likely adopt the same content management system as the University-wide effort.
Increased Marketing and Promotion of Computer Repair Services With the closing of the RU Computer Store in December 2006, Rutgers Computer Repair lost their main avenue for obtaining referral work. The Computer Repair organization had not previously advertised their services; most of their business was from referrals through the Computer Store. In order to sustain the operation, it will be necessary to concentrate on a campaign to aggressively advertise the services available through Computer Repair.
Replacement of NBCS Support Center Phone System The NBCS Support Center / Help Desk relies heavily upon telephone contact for providing support. The current telephone system used by this organization is now almost six years old and has suffered some systems related problems over the course of the last year. NBCS management is currently doing investigatory work regarding the replacement of the phone system. This work is being done in conjunction with another OIT effort to examine the feasibility of implementing voice over IP (VOIP) phones for all OIT staff. The NBCS system will most likely be a separate system due to the differing needs of the Support Center, however, NBCS is hoping to achieve efficiencies wherever possible by working cooperatively with the OIT Telecommunications Division on their more extensive implementation of VOIP.
Page 27
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Appendix A: NBCS Organization Charts Campus Computing Services Administration CAMPUS COMPUTING SERVICES Joseph Sanders University Director
Rebecca Johnson Department Administrator
NEW BRUNSWICK COMPUTING SERVICES Frank J. Reda Director
CAMDEN COMPUTING SERVICES David Gwalthney Director NEWARK COMPUTING SERVICES Marie Botticelli Director
Hollie Ferreira Administrative Assistant
CENTRAL SYSTEMS & SERVICES Stan Kolasa Director COMPUTING SUPPORT CENTER Keri Budnovitch Associate Director
MICROCOMPUTER SUPPORT Mary Ann Chianelli Associate Director
COMPUTER REPAIR Bob Schwarz Manager
NBCS Support Center COMPUTING SUPPORT CENTER Keri Budnovitch Associate Director
DORM NETWORKING Jacqueline Hindle Project Manager
Brian Boccardi Telecommunications Analyst Jordan Sanders Telecommunications Analyst
CAMPUS COMPUTING FACILITIES Jt Chirco Project Manager
BUSCH CAMPUS Winnie Ling Luper Manager, CCF
Michelle Boudreau Assistant CCF Manager COLLEGE AVE CAMPUS Melissa Malana Manager, CCF
Cody Burke Assistant CCF Manager COOK/DOUGLASS CAMPUS Stacey Sita Manager, CCF
Patrick Douglas Assistant CCF Manager LIVINGSTON CAMPUS Leroy Wilkins Manager, CCF
Mostafa Khalifa Assistant CCF Manager
Ana Verma Manager, User Services
Valarie Veltre Technical Support Specialist
Joseph Moore Technical Support Specialist James Fay Technical Support Specialist
Michael Gradin Technical Support Specialist Robert Bowell User Support Services Specialist Joseph Donato User Support Services Specialist Chris Jarocha-Ernst User Support Services Specialist Daniel Koft User Support Services Specialist James Oleksiak User Support Services Specialist
Page 28
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Microcomputer Support Services Group
Computer Repair Bob Schwarz Manager
Clemente Bottone Senior Technican Repair Michael Hailey Digital Electronic Services Technician James Vernillo Senior Tehnician Repair
Page 29
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Appendix B: Customer Service Excellence Program Customer Service Excellence Program Award Recipients Achievement Awards At the end of the Spring and Fall semesters, each group selects one student consultant and one supervisor to be given the highest form of NBCS student recognition: the NBCS Achievement Award. This award is given to those individuals who have performed consistently at a high standard throughout the whole semester. The following list represents the Achievement Award winners for FY 2006-2007. Spring 2007 Jonathan Chichioco - B Edward Cho - B Michael Irving - CAC Jason Siggins - CAC Cheng-Tung "Duncan" Ku - C/D Lauren Moulder - C/D Leonard Ambos - HD Akshay Sridhar - HD William "Bill" Olson - L Michael Santangelo - L Ryan G - Ops Kevin Mulvey - Ops Ray Chen - R Ori Kashi - R
Fall 2006 Matthew Ahn - B Kristoffer Panahon - B Anna Blum - CAC Christine Mansour - CAC Amy Kong - C/D LeAnne Roberts - C/D Jane Chen - HD Nicole Minovich - HD Michael Santangelo - L Michael Simone - L Ryan G - Ops Naveen Gavini - Ops Ori Kashi - R Nick Taylor - R
B- Busch C/D – Cook / Douglass CAC – College Avenue HD – Help Desk L – Livingston Ops - Operations R – ResNet For more information on each of the award recipients, please visit http://www.nbcs.rutgers.edu/ccf/main/recognition/previous.php
Consultants of the Month Six times each year, Consultant of the Month awards are given to one or two student workers in each of the NBCS areas which employ student workers: CCF labs, Help Desk, Operations and ResNet. Managers from each of these areas meet to nominate and discuss which individuals are worthy of recognition based on exceptional performance, their assumption of additional responsibilities over and above their job description and for providing excellence in assistance to the users. The following students were recognized in FY 2006-2007: Sep 2006 Angelica Sambat - B Yatri Trivedi - B Cherlyn Russo - CAC Forrest Temple - CAC Amy Kong - C/D Cheng-Tung "Duncan" Ku C/D Katy Goodman - HD Kenneth Schulz - L
Oct 2006 Matthew Ahn - B Nandini Chakravartti - B Daniel Kim - B Anna Blum - CAC Steven Perez - CAC Sumantha Prasad - C/D Alexander Savvides - C/D Jane Chen - HD Kendra Waters - L
Nov 2006 Andrea Manalese - B Freda Yeh - B Jorge Barreiro - CAC Emily M. - CAC Alexandria Tom - C/D Carlo de Guzman - C/D Charles Woods - HD Nicholas Ciervo - L William "Pat" Shields - L Page 30
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Daniel Upbin - L Ryan G - Ops Elizabeth Phillips - R
Maria Slusky - Ops Tom Hasard - R
Naveen Gavini - Ops Mohammad Zia - Ops
Feb 2007 Matthew Helle - B Lauren Meyer - B Lamar Carter - CAC Michael Irving - CAC Konstantinos Mavropoulos - C/D Jesse Schedeen - C/D Janet Weiss - HD Kendra Waters - L Eric Wohltman - L Kevin Mulvey - Ops Sean Li - R
Mar 2007 Joseph Bolante - B Victoria Richmond - B Gregario Manalo - CAC Gary Nelson - CAC Akshay Ajmera - C/D Priti Khanal - C/D Akshay Sridhar - HD Ibrahim Abd el-shafy - L William "Bill" Olson - L David Diaz - Ops Ray Chen - R
Apr 2007 Moustafa Abdelbaky - B Vinoo Selvarajah - B Ginger Bright - CAC Nicholas Ciervo - CAC RJ Pruiksma - C/D Ashley Rosenfeld - C/D Michal Krauthamer - HD Jorge Barreiro - L Daniel Upbin - L Kevin Mulvey - Ops Jon Sattelberger - Ops
B- Busch C/D – Cook / Douglass CAC – College Avenue HD – Help Desk L – Livingston Ops - Operations R – ResNet For more information on each of the award recipients, please visit http://www.nbcs.rutgers.edu/ccf/main/recognition/previous.php
NBCS Support Center: Customer Service Awards Recipients of this award are chosen monthly based on comments submitted by users. Criteria for selection include (but are not limited to): praise for staff members, exceptionally positive feedback taken from HDRT survey results and positive feedback received from users via email. Customer Service Awards are given to those individuals who have done an excellent job assisting users with non-trivial problems. Aug 2006 Leonard Ambos, Help Desk William Arlia, Help Desk Estee Atzbi, Help Desk David Hess, ResNet Nicole Minovich, Help Desk & ResNet Joseph Moore, Help Desk John Rhee, ResNet
Sept 2006 Joseph Abraham, Help Desk William Arlia, Help Desk Kathleen Cammidge, Help Desk Ryan Casey, Help Desk Thomas Hasard, ResNet David Hess, ResNet Matthew Korostoff, Help Desk Jordan Sanders, ResNet John Sequeira, Help Desk
Oct 2006 Ryan Casey (Help Desk) Jane Chen (Help Desk) Andrzej Dziekonski (Help Desk) Matthew Korostoff (Help Desk) Nicole Minovich (Help Desk) John Rhee (ResNet) Jordan Sanders (ResNet) John Sequeira (Help Desk) Matthew Swern (ResNet) Daniel Wasserman (Help Desk)
Nov 2006 Richard Brown (ResNet) Jane Chen (Help Desk) Kristina Elshalakany (Help Desk) Nicole Minovich (Help Desk) Sonya Patel (Help Desk) John Sequeira (Help Desk) Joshua Warburton-Pitt (Help Desk)
Dec 2006/Jan2007
Feb 2007 Page 31
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Leonard Ambos (Help Desk) Raymond Chen (ResNet) Anthony Ciamillo (ResNet) Naveen Gavini (Operations) Tanya Gordonov (Help Desk) Thomas Hasard (ResNet) Elizabeth McGinsky (Help Desk) Prince Narang (Help Desk) Kirk Schwenkler (ResNet) Tatiana Smith (Help Desk) Will Stoffers (ResNet) Francisco Veloz (Help Desk)
Joseph Abraham (Help Desk) Damian Fumero (Help Desk) Tanya Gordonov (ResNet) Ori Kashi (ResNet) Aleksandr Leybovich (Help Desk) Elizabeth McGinsky (Help Desk) John Sequeira (Help Desk) Tatiana Smith (Help Desk) Susan Tsai (Help Desk)
March 2007 William Arlia (Help Desk) Jane Chen (Help Desk) Anthony Ciamillo (Help Desk) Avital Fogel (ResNet) Elizabeth McGinsky (Help Desk) John Rhee (ResNet)
April 2007 Raymond Chen (ResNet) Avital Fogel (ResNet) Damian Fumero (Help Desk) Kathryn Goodman (Help Desk) Ryan Gravener (Operations) John Rhee (ResNet) Elizabeth McGinsky (Help Desk) Ryan O'hare (Operations) John Sequeira (Help Desk) Matthew Ventre (ResNet) Joshua Warburton-Pitt (Help Desk)
May 2007 Christopher Dougherty (ResNet) Kristina Elshalakany (Help Desk) Matthew Korostoff (Help Desk) Prince Narang (Help Desk) Jason Siggins (Labs) Matthew Swern (ResNet) Joshua Warburton-Pitt (Help Desk) Charles Woods (Help Desk)
June 2007 No awards are given in June.
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Appendix C: HDRT User Satisfaction Surveys HDRT User Satisfaction Surveys How did you contact the Help Desk? Answer by phone walk-in by email
Responses 574 36 35
Percentage 88.99% 5.58% 5.43%
If you contacted the help desk by phone, how long did it take to speak with a help desk consultant? Answer Responses Percentage less than one minute 247 43.03% 1-5 minutes 175 30.48% more than 5 minutes 129 22.47% left a message on voicemail 16 2.79% got tired of waiting / hung up 7 1.22%
If you contacted the help desk by email, how long did it take to get a response? Answer Responses Percentage less than 8 hours 17 48.57% between 8 and 24 hours 11 31.42% more than 24 hours 7 20%
Was your question / issue addressed to your satisfaction? Answer Yes Still unresolved No
Responses 521 66 58
Percentage 80.77% 10.23% 8.99%
Did you find the help desk staff to be (please check all that apply) (Combinations were picked) Answer Responses Courteous, Helpful, Knowledgeable, Responsive 285 Courteous 75 Courteous, Helpful, Responsive 70 Courteous, Helpful 43 Courteous, Helpful, Knowledgeable 34 Helpful 25 Courteous, Responsive 15 Helpful, Knowledgeable, Responsive 12 Courteous, Knowledgeable, Responsive 11 Courteous, Knowledgeable 9 Helpful, Responsive 8 Helpful, Responsive, Uncooperative 5 Uncooperative, Ambivalent 5
Percentage 44.18% 11.62% 10.85% 6.67% 5.27% 3.88% 2.33% 1.86% 1.71% 1.40% 1.24% 0.78% 0.78% Page 33
New Brunswick Computing Services Annual Report: July 2006 – June 2007
Uncooperative Courteous, Helpful, Knowledgeable, Responsive, Ambivalent Rude, Uncooperative Responsive Ambivalent Helpful, Knowledgeable Courteous, Uncooperative, Knowledgeable, Responsive Courteous, Ambivalent Knowledgeable, Responsive Courteous, Helpful, Ambivalent Rude Courteous, Helpful, Uncooperative, Knowledgeable, Responsive Helpful, Knowledgeable, Ambivalent Courteous, Uncooperative Courteous, Uncooperative, Responsive Rude, Helpful, Responsive, Ambivalent Courteous, Knowledgeable, Ambivalent Helpful, Ambivalent Courteous, Rude, Helpful, Knowledgeable, Responsive Rude, Uncooperative, Responsive Courteous, Responsive, Ambivalent Courteous, Knowledgeable, Responsive, Ambivalent Responsive, Ambivalent Rude, Knowledgeable, Responsive
5 4 4 4 4 3 3 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1
0.78% 0.62% 0.62% 0.62% 0.62% 0.47% 0.47% 0.31% 0.31% 0.31% 0.31% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16% 0.16%
Some people are intimidated by seeking technical support. Were you uneasy about calling the help desk for assistance? Answer Responses Percentage No 575 89.14% Yes 70 10.85%
If you were intimidated prior to calling, how did you feel after calling? Answer Responses less intimidated 62 more intimidated 8
Percentage 88.57% 11.42%
The advice/guidance I received was? Answer At a technical level I could understand and implement Inadequate: Did not address my needs Very technical, but explained in a way I could understand Too technical, I couldn't follow the instructions
Percentage 82.79% 11.31% 5.74% 0.16%
Responses 534 73 37 1
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
If you received documentation or written instructions as a result of your call/email, was the documentation (please check all that apply)? (Combinations were picked) Answer Responses Percentage clear and easy to follow 142 86.58% ok but could have been better 21 12.80% clear and easy to follow, ok but could have been better 1 0.61%
If the problem took several interactions to resolve, were the time intervals between handoffs acceptable? Answer Responses Percentage Yes 239 81.56% No 54 18.43%
Would you call/write the help desk again? Answer Yes No
Responses 611 34
Percentage 94.72% 5.27%
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Appendix D: MSSG Satisfaction Surveys MSSG Survey Results Technical Support Services Criteria Professionalism Desktop Support Technical Ability Systems / Server Support Promptness Value Overall Satisfaction
Avg Rating 4.02 4.17 4.07 4.53 4.00 4.30 4.07
MSSG Survey Results: Technical Support
Professionalism Desktop Support Technical Ability Systems / Server Support Promptness Value Overall Satisfaction 1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
Software Licensing Operation Criteria Professionalism Accuracy of Information Promptness Explanation of Regulations Expl. of Appl. Instructions License Terms / Conditions Overall Satisfaction
Avg Rating 4.53 4.59 4.39 4.54 4.45 4.65 4.53
MSSG Survey Results: Software Licensing Operation Professionalism Accuracy of Information Promptness Explanation of Regulations Expl. of Appl. Instructions License Terms / Conditions Overall Satisfaction 1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Appendix E: Software Licenses Distributed Detail of licenses distributed / sold (includes MS Select through Feb 2007) Adobe Acrobat Adobe Acrobat Professional for Macintosh Adobe Acrobat Professional for Macintosh Adobe Acrobat Professional for Windows Adobe Acrobat Professional for Windows Adobe Acrobat Professional for Windows Adobe Acrobat Standard for Macintosh Adobe Acrobat Standard for Macintosh Adobe Acrobat Standard for Macintosh Adobe Acrobat Standard for Windows Adobe Acrobat Standard for Windows Adobe Acrobat Standard for Windows Adobe After Effects Professional for Macintosh Adobe After Effects Professional for Windows Adobe Audition for Windows Adobe Audition for Windows Adobe Captivate Adobe ColdFusion Standard for WIN/MAC Adobe Contribute for Windows CS3 Adobe Contribute Macintosh Adobe Contribute Macintosh CS3 Adobe Contribute Windows Adobe Creative Suites Premium for Macintosh Adobe Creative Suites Premium for Macintosh Adobe Creative Suites Premium for Macintosh Adobe Creative Suites Premium for Windows Adobe Creative Suites Premium for Windows Adobe Creative Suites Premium for Windows Adobe Creative Suites Premium for Windows Adobe CS3 Design Premium for Macintosh Adobe CS3 Design Premium for Macintosh Adobe CS3 Design Premium for Windows Adobe CS3 Design Premium for Windows Adobe CS3 Design Premium for Windows Adobe CS3 WEB Premium for Macintosh Adobe CS3 WEB Premium for Windows Adobe Dreamweaver for Windows CS3 Adobe Dreamweaver for Windows CS3 Adobe Dreamweaver Win/Mac Adobe Dreamweaver Win/Mac Adobe Encore DVD Adobe Encore DVD Adobe Fireworks for Windows CS3 Adobe Flash Basic Adobe Flash Paper Adobe Flash Professional Win/Mac Adobe Flash Pro for Macintosh CS3 Adobe Font Folio Adobe Font Folio OpenType Edition Adobe Freehand for Windows Adobe Go Live for Windows Adobe Illustrator for Macintosh
3D 7 8.0 (New Version) 7 7 8.0 (New Version) 7.0 (Only Version) 7.0 (Only Version) 7.0 (Only Version) 7 7 8.0 (New Version) 7 7 2 2 2 MX 7 4.1 4 4.1 4 CS2 CS2 CS2.3 1.3 CS2 CS2 CS2.3 3 3 3 3 3 3 3 9 9 8 8 2 2 9 8 2 8 9 9 1 MX 2004 CS2 v8 CS2 v12
1 6 65 88 2 333 2 10 1 34 12 51 25 15 1 21 6 2 7 3 3 14 2 5 16 3 5 9 34 2 53 3 12 32 2 60 1 18 6 25 2 1 4 2 1 5 1 2 1 2 2 5
Page 37
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Adobe Illustrator for Macintosh CS2 v12 Adobe Illustrator for Macintosh CS3 13 Adobe Illustrator for Windows CS2 v12 Adobe Illustrator for Windows CS2 v12 Adobe Illustrator for Windows CS3 13 Adobe InDesign for Windows CS2 4.0 Adobe InDesign for Windows CS3 5 Adobe Pagemaker for Macintosh 7.0.2 Adobe Pagemaker for Macintosh 7.0.2 Adobe Pagemaker for Windows 7.0.2 Adobe Pagemaker for Windows 7.0.2 Adobe Photoshop Elements for Macintosh 4 Adobe Photoshop Elements for Macintosh 4 Adobe Photoshop Elements for Windows XP 4 Adobe Photoshop Elements for Windows XP 4 Adobe Photoshop Elements for Windows XP 5 Adobe Photoshop Extended for Macintosh CS3 10 Adobe Photoshop Extended for Windows CS3 10 Adobe Photoshop for Macintosh CS2 v9 Adobe Photoshop for Macintosh CS2 v9 Adobe Photoshop for Windows CS2 v9 Adobe Photoshop for Windows CS2 v9 Adobe Photoshop Lightroom Win\Mac 1 Adobe Premiere Elements 2 Adobe Premiere Elements 2 Adobe Premiere Elements 3 Adobe Premiere Professional 2 Adobe Premiere Professional 2 Adobe Premiere Professional for Windows (Pre Order for July 2007) 3 Adobe Studio W32/Mac (Includes Dreamweaver, Flash Pro, Fireworks, C 8 Adobe Studio W32/Mac (Includes Dreamweaver, Flash Pro, Fireworks, C 8 BrightMail 12 Month Single Mailbox 6 BrightMail 12 Month Single Mailbox 6 EndNote for Macintosh 9 EndNote for Macintosh X (10) EndNote for Macintosh UPGRADE 9 EndNote for Macintosh UPGRADE X (10) EndNote for Windows X (10) EndNote for Windows (Student) X (10) EndNote for Windows UPGRADE X (10) Exceed w/Connectivity Security Shell 2007 12 FileMaker Pro ADVANCED for Macintosh 8.5Adv FileMaker Pro ADVANCED for Macintosh 8.5 Upgrade FileMaker Pro ADVANCED for Windows 8.5Adv FileMaker Pro ADVANCED for Windows 8.5 Upgrade FileMaker Pro for Macintosh 8.5 FileMaker Pro for Macintosh 8.5 FileMaker Pro for Windows 8.5 FileMaker Pro for Windows 8.5 FileMaker Pro for Win/Mac 8 Mac OS X Maintenance 36 Months Mac OS X Panther 10.3 Mac OS X Server (unlimited licenses) 10.4 Mac OS X Tiger 10.4.6
6 1 5 14 7 9 6 1 1 3 10 3 2 11 3 10 8 26 2 9 23 61 7 2 1 9 18 7 1 5 29 329 1 6 24 2 7 92 9 14 1 1 1 1 1 1 2 1 1 2 3 4 3 41
Page 38
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Macromedia Captivate 1 Macromedia Captivate 1 Macromedia Contribute Win/Mac 3 Macromedia Contribute Win/Mac 3 Microsoft Access 2003 Microsoft Excel 2003 Microsoft Exchange Server Device CAL 2003 Microsoft Exchange Server Enterprise 2007 Microsoft Exchange Server Standard 2007 Microsoft Expression Web Microsoft FrontPage 2003 Microsoft FrontPage 2003 Microsoft Internet Security & Acceleration Server Standard 1-processor 2006 Microsoft MapPoint Standard Edition (North American Maps) 2006 Microsoft Office Enterprise (New Version) 2007 Microsoft Office Groove 2007 Microsoft Office Live Communications Server (User CAL) 2005 Microsoft Office Professional Edition (Older Version) 2003 Microsoft Office Professional Edition (Older Version) 2003 Microsoft Office Professional for Macintosh (Includes Virtual PC 7) 2004 Microsoft Office Professional for Macintosh (Includes Virtual PC 7) 2004 Microsoft Office Professional Plus (New Version) 2007 Microsoft Office SharePoint Server 2007 Microsoft Office Standard for Macintosh 2004 Microsoft Office Standard for Macintosh 2004 Microsoft OneNote 2003 Microsoft OneNote 2007 Microsoft Operations Manager Operations Manager Enterprise Operation2005 Microsoft Operations Manager Server Enterprise Edition 2005 Microsoft PowerPoint 2003 Microsoft Project Professional w/1 ProjectSvr CAL 2003 Microsoft Project Professional w/1 ProjectSvr CAL 2007 Microsoft Project Server 2007 Microsoft Project Server 2003 Microsoft Project Server User CAL 2007 Microsoft Project Standard 2003 Microsoft Project Standard 2007 Microsoft Proofing Tools 2003 Microsoft Publisher 2003 Microsoft Publisher 2003 Microsoft Publisher 2007 Microsoft SharePoint Designer 2007 Microsoft SQL Server Developer Edition 2005 Microsoft SQL Server Developer Edition 2005 Microsoft SQL Server Device CAL 2005 Microsoft SQL Server Enterprise Edition 32 Bit 2005 Microsoft SQL Server Standard 1 processor license 32 Bit 2005 Microsoft SQL Server Standard 32 Bit 2005 Microsoft SQL Server Standard 32 Bit 2005 Microsoft SQL Server Standard 32 Bit 2005 Microsoft SQL Server Standard 32 Bit 2005 Microsoft SQL Server Standard Edition X64 2005 Microsoft SQL Server User CAL 2005 Microsoft Systems Management Server 2003 Microsoft Virtual PC for Macintosh 7
2 1 7 3 2 1 20 2 5 5 6 3 1 1 20 1 10 365 10 42 4 26 1 39 11 3 1 1 2 4 15 6 1 1 1 7 7 1 5 2 5 3 1 2 16 2 2 4 2 4 1 1 9 1 1
Page 39
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Microsoft Visio Professional 2003 Microsoft Visio Professional 2003 Microsoft Visio Professional 2007 Microsoft Visio Standard 2003 Microsoft Visio Standard 2007 Microsoft Visual SourceSafe 2005 Microsoft Visual Studio Pro 2005 Microsoft Visual Studio Pro 2005 Microsoft Visual Studio Pro 2005 Microsoft Windows Advanced Server with Service Pack 4 2000 Microsoft Windows Professional (Tablet Edition Only) XP Microsoft Windows Professional Upgrade with SP2 XP Microsoft Windows Professional X64 (64-Bit ONLY) XP Microsoft Windows Server Device CAL 2003 Microsoft Windows Server Enterprise Edition R2 2003 Microsoft Windows Server Enterprise Edition R2 2003 Microsoft Windows Server Enterprise Edition R2 64bit 2003 X64 Microsoft Windows Server Enterprise Edition R2 64bit 2003 X64 Microsoft Windows Server Enterprise w/SP1 2003 Microsoft Windows Server Enterprise w/SP1 X64 2003 64-bit Microsoft Windows Server Enterprise w/SP1 X64 2003 64-bit Microsoft Windows Server Standard Edition R2 2003 Microsoft Windows Server Standard Edition R2 2003 Microsoft Windows Server Standard Edition R2 2003 Microsoft Windows Server Standard Edition R2 for 64-bit 2003 X64 Microsoft Windows Server Standard Edition w/SP1 2003 Microsoft Windows Server Standard Edition w/SP1 64bit 2003 X64 Microsoft Windows Server User CAL 2003 Microsoft Windows Terminal Server User CAL 2003 Microsoft Windows Terminal Server User CAL 2003 Microsoft Word 2003 Microsoft Word 2003 Microsoft Word for Macintosh 2004 Microsoft Word for Macintosh 2004 QuickTime Pro Macintosh License 7.1 QuickTime Pro Windows License 7.1 QWS3270 Secure 4 Red Hat Enterprise Linux - NEW PURCHASES (University Owned EquipmAll Versions SAS Administrative (Linux for Intel Architecture) July 31st 2007 9.1.3 Rev:22 SAS Administrative (Windows) Expires July 31st 2007 8.2 Rev:22 SAS Administrative (Windows) Expires July 31st 2007 9.1.3 Rev:22 SAS (Linux for Intel Architecture) Teaching and Research Expires July 319.1.3 Rev:22 SAS (Macintosh) Teaching and Research Expires July 31st 2007 6.12 SAS (Windows) Teaching and Research Expires July 31st 2007 8.2 Rev:22 SAS (Windows) Teaching and Research Expires July 31st 2007 9.1.3 Rev:22 SAS (Windows) Teaching and Research Expires July 31st 2007 9.1.3 Rev:22 SPSS AMOS 6 Expires 1st of Feb 2007 SPSS Base, Advanced & Regression 15 Expires 1st of Apr 2008 SPSS Base, Advanced & Regression 15 Expires 1st of Apr 2008 SPSS Base, Advanced, & Regression 14 Expires 1st of Mar 2007 SPSS Base, Advanced & Regression (Renewal) 14 Expires 1st of April 2008 SPSS Base, Advanced & Regression (Renewal) 14 Expires 1st of April 2008 SPSS Base, Advanced, & Regression (Renewal) 13 Expires 1st of Apr 2007 SPSS Base, Advanced, & Regression (Renewal) 14 Expires 1st of Mar 2007
21 4 48 3 4 15 15 19 3 3 3 97 4 106 12 2 1 4 3 1 1 3 27 1 4 5 120 65 6 1 1 1 1 16 11 22 3 1 1 1 8 10 70 566 1 8 38 926 111 22 210 17 5
Page 40
New Brunswick Computing Services Annual Report: July 2006 – June 2007 SPSS Base, Advanced, Regression & Tables (Network License) 15 SPSS Base, Advanced, Regression & Tables (Network License) 15 SPSS Categories Model 15 1st of Apr 2008 SPSS Custom & Original Tables Model 15 1st of Apr 2008 SPSS Tables & CTables (Module ONLY) 14 Expires 1st of Jan 2007 SPSS Trends Model 15 1st of Apr 2008 Symantec Ghost Solution Suite 1 WinZIP 9 Adobe Acrobat Professional Student Use Kit (including media) Macintosh 8.0 (New Version) Adobe Acrobat Professional Student Use Kit (including media) Windows 7.0 (Older Version) Adobe Acrobat Professional Student Use Kit (including media) Windows 8.0 (New Version) Adobe Acrobat Professional Student Use Kit (including media) Windows 8.0 (New Version) Adobe Acrobat Professional Student Use Kit (including media) Windows 8.0 (New Version) Adobe Creative Suites Premium Student Use Kit (including media) Macin CS2.3 with upgrade to CS3 Adobe Creative Suites Premium Student Use Kit (including media) Macin CS2.3 with upgrade to CS3 Adobe Creative Suites Premium Student Use Kit (including media) WindoCS2.3 with upgrade to CS3 Adobe Creative Suites Premium Student Use Kit (including media) WindoCS2.3 with upgrade to CS3 Regular Licenses
35 15 3 43 5 3 130 22 1 1 2 1 1 2 4 2 1 5,486
Detail of media distributed / sold (includes MS Select through Feb 2007) Adobe Acrobat Adobe Acrobat Professional for Macintosh Adobe Acrobat Professional for Macintosh Adobe Acrobat Professional for Macintosh Adobe Acrobat Professional for Windows Adobe Acrobat Professional for Windows Adobe Acrobat Professional for Windows Adobe Acrobat Standard for Macintosh Adobe Acrobat Standard for Macintosh Adobe Acrobat Standard for Windows Adobe Acrobat Standard for Windows Adobe Audition for Windows Adobe Captivate Adobe ColdFusion Standard for WIN/MAC Adobe Contribute Macintosh Adobe Contribute Windows Adobe Creative Suites Premium for Macintosh Adobe Creative Suites Premium for Macintosh Adobe Creative Suites Premium for Windows Adobe Creative Suites Premium for Windows Adobe Creative Suites Premium for Windows Adobe Dreamweaver Win/Mac Adobe Dreamweaver Win/Mac Adobe Fireworks for Windows CS3 Adobe Flash Basic Adobe Flash Paper Adobe Flash Professional Win/Mac Adobe Font Folio Adobe Freehand for Windows Adobe Go Live for Windows
3D 7 7 8.0 (New Version) 7 7 8.0 (New Version) 7.0 (Only Version) 7.0 (Only Version) 7 8.0 (New Version) 2 2 MX 7 4 4 CS2 CS2.3 1.3 CS2 CS2.3 8 8 9 8 2 8 9 MX 2004 CS2 v8
1 1 3 23 16 19 98 1 4 3 15 3 2 2 1 10 4 9 1 14 18 3 15 2 1 1 2 2 2 1
Page 41
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Adobe Illustrator for Macintosh CS2 v12 Adobe Illustrator for Windows CS2 v12 Adobe InDesign for Windows CS2 4.0 Adobe Pagemaker for Macintosh 7.0.2 Adobe Pagemaker for Windows 7.0.2 Adobe Photoshop Elements for Macintosh 4 Adobe Photoshop Elements for Macintosh 4 Adobe Photoshop Elements for Windows XP 4 Adobe Photoshop Elements for Windows XP 4 Adobe Photoshop Elements for Windows XP 5 Adobe Photoshop for Macintosh CS2 v9 Adobe Photoshop for Macintosh CS2 v9 Adobe Photoshop for Windows CS2 v9 Adobe Photoshop for Windows CS2 v9 Adobe Photoshop Lightroom Win\Mac 1 Adobe Premiere Elements 2 Adobe Studio W32/Mac (Includes Dreamweaver, Flash Pro, Fireworks, C 8 EndNote for Macintosh 9 EndNote for Macintosh 9 EndNote for Macintosh X (10) EndNote for Macintosh UPGRADE 9 EndNote for Macintosh UPGRADE X (10) EndNote for Windows X (10) EndNote for Windows X (10) EndNote for Windows (Student) X (10) EndNote for Windows UPGRADE X (10) EndNote for Windows UPGRADE X (10) FileMaker Pro ADVANCED for Macintosh 8.5Adv FileMaker Pro ADVANCED for Windows 8.5Adv FileMaker Pro for Macintosh 8.5 Mac OS X Tiger 10.4.6 Mac OS X Tiger 10.4.6 Macromedia Captivate 1 Macromedia Captivate 1 Macromedia Contribute Win/Mac 3 Macromedia Contribute Win/Mac 3 Microsoft Access 2003 Microsoft Excel 2003 Microsoft Expression Web Microsoft FrontPage 2003 Microsoft FrontPage 2003 Microsoft Internet Security & Acceleration Server Standard 1-processor 2006 Microsoft MapPoint Standard Edition (North American Maps) 2006 Microsoft Office Enterprise (New Version) 2007 Microsoft Office Groove 2007 Microsoft Office Professional Edition (Older Version) 2003 Microsoft Office Professional Edition (Older Version) 2003 Microsoft Office Professional Edition (Older Version) 2003 Microsoft Office Professional for Macintosh (Includes Virtual PC 7) 2004 Microsoft Office Professional Plus (New Version) 2007 Microsoft Office Standard for Macintosh 2004 Microsoft Office Standard for Macintosh 2004 Microsoft Office Standard for Macintosh 2004 Microsoft OneNote 2003 Microsoft OneNote 2007
5 14 4 1 12 1 2 4 2 6 1 9 4 25 4 1 28 3 2 13 1 4 14 45 7 2 7 1 1 1 1 12 1 1 4 1 2 1 3 2 3 1 1 11 1 1 25 37 12 11 3 6 11 1 1
Page 42
New Brunswick Computing Services Annual Report: July 2006 – June 2007 Microsoft Operations Manager Server Enterprise Edition 2005 Microsoft PowerPoint 2003 Microsoft PowerPoint 2003 Microsoft Project Professional w/1 ProjectSvr CAL 2003 Microsoft Project Professional w/1 ProjectSvr CAL 2003 Microsoft Project Professional w/1 ProjectSvr CAL 2007 Microsoft Project Standard 2003 Microsoft Project Standard 2007 Microsoft Publisher 2003 Microsoft Publisher 2003 Microsoft Publisher 2007 Microsoft SQL Server Developer Edition 2005 Microsoft SQL Server Enterprise Edition 32 Bit 2005 Microsoft SQL Server Standard 32 Bit 2005 Microsoft Systems Management Server 2003 Microsoft Virtual PC for Macintosh 7 Microsoft Visio Professional 2003 Microsoft Visio Professional 2003 Microsoft Visio Professional 2007 Microsoft Visio Standard 2007 Microsoft Visual SourceSafe 2005 Microsoft Visual Studio Pro 2005 Microsoft Visual Studio Pro 2005 Microsoft Visual Studio Pro 2005 Microsoft Windows Advanced Server with Service Pack 4 2000 Microsoft Windows Professional (Tablet Edition Only) XP Microsoft Windows Professional Upgrade with SP2 XP Microsoft Windows Professional Upgrade with SP2 XP Microsoft Windows Professional X64 (64-Bit ONLY) XP Microsoft Windows Server Enterprise Edition R2 2003 Microsoft Windows Server Enterprise Edition R2 64bit 2003 X64 Microsoft Windows Server Enterprise w/SP1 2003 Microsoft Windows Server Enterprise w/SP1 X64 2003 64-bit Microsoft Windows Server Standard Edition R2 2003 Microsoft Windows Server Standard Edition w/SP1 2003 Microsoft Windows Server Standard Edition w/SP1 64bit 2003 X64 Microsoft Word 2003 Microsoft Word for Macintosh 2004 Microsoft Word for Macintosh 2004 QWS3270 Secure 4 SAS Administrative (Linux for Intel Architecture) July 31st 2007 9.1.3 Rev:22 SAS Administrative (Windows) Expires July 31st 2007 9.1.3 Rev:22 SAS (Linux for Intel Architecture) Teaching and Research Expires July 319.1.3 Rev:22 SAS (Macintosh) Teaching and Research Expires July 31st 2007 6.12 SAS (Windows) Teaching and Research Expires July 31st 2007 8.2 Rev:22 SAS (Windows) Teaching and Research Expires July 31st 2007 9.1.3 Rev:22 SPSS AMOS 6 Expires 1st of Feb 2007 SPSS Base, Advanced & Regression 15 Expires 1st of Apr 2008 SPSS Base, Advanced, & Regression 14 Expires 1st of Mar 2007 SPSS Base, Advanced & Regression (Renewal) 14 Expires 1st of April 2008 SPSS Base, Advanced, Regression & Tables (Network License) 15 Symantec Ghost Solution Suite 1 WinZIP 9 Adobe After Effects Professional for Macintosh 7 Adobe After Effects Professional for Windows 7
1 2 1 2 2 1 2 4 1 2 4 1 1 8 1 1 4 6 13 2 1 16 3 1 1 3 18 12 4 4 2 4 2 12 2 2 1 1 1 7 1 2 1 1 1 56 4 80 24 1 2 11 11 3 1
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New Brunswick Computing Services Annual Report: July 2006 – June 2007 Adobe Contribute for Windows CS3 Adobe Contribute Macintosh CS3 Adobe CS3 Design Premium for Macintosh Adobe CS3 Design Premium for Macintosh Adobe CS3 Design Premium for Windows Adobe CS3 Design Premium for Windows Adobe CS3 WEB Premium for Macintosh Adobe CS3 WEB Premium for Macintosh Adobe CS3 WEB Premium for Windows Adobe Dreamweaver for Windows CS3 Adobe Encore DVD Adobe Encore DVD Adobe Illustrator for Windows CS3 Adobe InDesign for Windows CS3 Adobe Photoshop Extended for Macintosh CS3 Adobe Photoshop Extended for Windows CS3 Adobe Premiere Elements Adobe Premiere Professional Adobe Premiere Professional Adobe Premiere Professional for Windows (Pre Order for July 2007) Mac OS X Tiger Microsoft Exchange Server Standard
4.1 4.1 3 3 3 3 3 3 3 9 2 2 13 5 10 10 3 2 2 3 10.4.6 2007 Regular Media
7 1 2 15 2 16 1 1 6 12 2 1 6 3 6 18 3 5 2 1 1 3 1,123
Detail of Campus Agreement licenses Software Microsoft Core CAL Microsoft Office Enterprise for Windows Microsoft Office Professional for Macintosh with Virtual PC Microsoft Office Professional for Windows Microsoft SQL Server CAL Microsoft Windows Microsoft Windows Microsoft Windows Microsoft Windows Microsoft Windows
Version
Qty 324 2007 1,610 2004 137 2003 1,242 12 Vista Enterprise Upgrade 358 Vista Enterprise Upgrade (64-bit ha 45 Vista Enterprise Upgrade (for IT St 13 XP Professional SP2 Upgrade 919 XP Professional SP2 Upgrade (6435 Microsoft Campus Licenses 4,695
Detail of Campus Agreement media Microsoft Office Enterprise for Windows Microsoft Office Professional for Macintosh with Virtual PC Microsoft Office Professional for Windows Microsoft Windows Microsoft Windows Microsoft Windows
2007 2004 2003 XP Professional SP2 Upgrade Vista Enterprise Upgrade Vista Enterprise Upgrade Microsoft Campus Media
34 4 13 8 4 1 64
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New Brunswick Computing Services Annual Report: July 2006 – June 2007
Detail of Student Select media / licenses Microsoft Office Professional Edition 2003 Microsoft Office Professional Edition 2003 Microsoft Office Standard Edition (including media) 2003 (Older Version) Microsoft Digital Image Suite (including media) 2006 Microsoft FrontPage (including media) 2003 (Older Version) Microsoft FrontPage (including media) 2003 (Older Version) Microsoft Office Enterprise Edition (including media) (On Backorder) 2007 Microsoft Office Professional Edition for Macintosh (including media) 2004 Microsoft Office Professional Edition for Macintosh (including media) 2004 Microsoft Office Standard Edition for Macintosh (including media) 2004 Microsoft Office Standard Edition for Macintosh (including media) 2004 Microsoft Office Standard Edition (including media) 2003 (Older Version) Microsoft One Note (including media) 2003 (Older Version) Microsoft Project Professional (including media) 2003 (Older Version) Microsoft Project Standard (including media) 2003 (Older Version) Microsoft Project Standard (including media) 2003 (Older Version) Microsoft Visio Professional (including media) 2003 (Older Version) Microsoft Visio Professional (including media) 2003 (Older Version) Microsoft Visio Professional (including media) 2003 (Older Version) Microsoft Visio Standard (including media) 2003 (Older Version) Microsoft Windows Professional Upgrade w/SP2 (including media) (On BaXP Microsoft Windows Professional Upgrade w/SP2 (including media) (On BaXP Microsoft Windows Vista Upgrade (including media) Business Edition Student Select Media/License
Qty 22 29 22 3 1 2 36 5 2 11 13 4 6 3 1 1 3 1 1 2 14 6 2 190
Detail of Work at Home kits Software Microsoft Office Enterprise for Windows (On Backorder) Microsoft Office Professional for Mac Microsoft Windows Microsoft Windows (On Backorder)
Version 2007 2004 Vista Business Upgrade XP Professional SP2 Upgrade Microsoft Work At Home
Qty 63 5 14 3 85
Page 45
