Information
Technology Activity
Contact Information
Technology
Anytime Support Desk
Available 24 hours a day,
7 days a week
(310) 506-HELP (4357)
or (866) 767-8623
Technology and Learning
for Faculty
http://services.pepperdine.
edu/techlearn/
techlearn@pepperdine.edu
Office of the Vice
Provost and Chief
Information Officer
(310) 506-4501
Request IT Services
http://services.pepperdine.edu/
it/forms
and Status Report
March 2011
Announcements for Faculty and Staff Meetings
IT Seeks Feedback on University Technology Services in
March. Every year Information Technology collects feedback on
technology services from a randomly-selected group of faculty, staff, and
students via the TechQual+ survey. This feedback helps set University
technology priorities, identify growing technology needs, and monitor the
effectiveness of the current technologies and services. Past TechQual+
surveys have led to upgrading wireless capabilities at all Pepperdine
campuses, expanding training resources, and adding more workshops
offered by the Technology and Learning group. The survey was launched on
Wednesday, March 9, and will end on Sunday, April 3.
Administrative Support for Schools
Plan to Attend the Technology and Learning Faculty
Conference - September 14, 2011. On Wednesday, September
14, the Technology and Learning group will hold the inaugural Technology
and Learning Faculty Conference. This conference will provide an insightful
and inspiring showcase demonstrating how Pepperdine faculty can use
technology to enhance learning. This conference is free to all faculty and
serves as a valuable resource to learn about new technologies that are
affecting student learning. Workshops will be held for faculty members who
would like to experience new technologies. To register or learn more about
the conference, contact Hong Kha at hong.kha@pepperdine.edu.
1 Information Technology Activity and Status Report, March 2011
New Technology Remotely Troubleshoots Classroom Projectors and Monitors.
Using GlobalViewer IT staff can readily manage and monitor classroom projectors, DVD players, and
other devices from one central location. This proactive management and monitoring will decrease
maintenance time and technical challenges associated with the upkeep of these devices. This technology
is slowly being implemented in classrooms and is not currently available in every classroom.

Technology and Learning Group to Host Free Faculty Webinars in March and
April. To better meet the needs of faculty the Technology and Learning group will sponsor two online
webinars on hybrid learning and social media.

• March 24 - Hybrid Learning: Course Design and Faculty Development - Hybrid learning,
which has gained considerable popularity in higher education, combines online learning with
face-to-face lectures. This sponsored webinar will introduce the hybrid learning model, provide
an overview of 21st-century learners, and supply ready-to-use program materials for faculty
who are interested in developing hybrid lectures. IT purchased a site connect license and will
stream the webinar live on Thursday, March 24. Register now to attend in Malibu or West Los
Angeles.
• April 25 - Using Social Media for Teaching and Learning - Social media tools, such as Twitter,
Facebook, Yammer, and YouTube are forever changing how students learn and interact with each
other. This sponsored webinar will share best practices for using social media and show faculty
how they can utilize these emergent tools in their own curriculum. IT purchased a site connect
license and will stream the webinar live on Monday, April 25. Register now to attend in Malibu
or West Los Angeles.

IT Facebook Page Ready to Receive Students. Information Technology's Facebook page

was created to communicate with students and gain valuable feedback on IT initiatives from students.
Students can visit the page to comment on IT services and technologies and learn about IT news,
events, and technology discounts. The page will also include a student blog, important links to IT
resources, and photographs. To become a fan click here.

Pepperdine Students Participate in National ECAR Survey on Technology.

This month Information Technology will be administering the EDUCAUSE Center for Applied Research
(ECAR) survey to first-year and senior-year students. Students will be asked about the technology they
own and how they use it on campus and at home. Information will be gathered about how skilled
students believe they are with technologies; how they perceive technology is affecting their learning
experience; and their preferences for technology in courses. Similar to the TechQual+ survey, the results
of this survey are used to inform Pepperdine's technology priories and initiatives. For more information
about the study visit www.educause.edu/ECAR/Reference/StudentStudy.

Administrative Support for the University

GSBM Faculty and Staff are First to use Features of New Cisco Telephone
System. With Graziadio School of Business Management staff and faculty spread across five
campuses, staying connected can present some challenges. Colleagues with multiple offices in different
locations have to travel from campus to campus, which can take up precious meeting time. With the
new Cisco telephone system, meetings can happen virtually from anywhere at any time, decreasing
travel expenses while increasing productivity and collaboration on projects. To help Graziadio faculty and
staff master the new Cisco telephones, IT will hold training sessions at the West Los Angeles campus on
Friday, March 18. To sign up for the 10:30 am session click here and for the 1:30 pm session click here.

2 Information Technology Activity and Status Report, March 2011

Important Annual Security Briefing for Managers to Take Place this Spring.
Pepperdine IT's Information Security office, in association with Finance and Equal Opportunity,
announces the fourth annual information security briefing. These informative 90-minute sessions will
update budget managers and PeopleSoft approvers on new security standards and will provide practical
tips to ensure the security of the University's information. Managers will be personally invited via email
to attend. To learn more, contact Kim Cary at kim.cary@pepperdine.edu.

Departmental Liaisons Inform Plan to Replace Canon Copiers. Information

Technology is planning a multi-year project to replace many of the Canon copiers on the Encino, Irvine,
Malibu, and Westlake Village campuses. To assess the needs of the Pepperdine community, IT sent out a
short survey earlier this month to all departmental liaisons to gain feedback on their satisfaction with
their current Canon copiers. The results of the survey will help determine which copiers to replace first
and what features should be considered in the new fleet. IT will provide updates on this new initiative as
it progresses.

Career Services Strikes Discount Deal With SurveyMonkey. SurveyMonkey is a

customizable online survey tool to collect feedback and data on projects or events. Career Services
partnered with SurveyMonkey to give Pepperdine students, staff, and faculty a 25 percent discount on
their yearly subscription. To create a new account click here. In order to receive the discount you must
register with a Pepperdine.edu email address and the discount will be applied at check out. For existing
Pepperdine account holders the discount will be applied automatically and you will be notified of the
credit.

Administrative Support for Software Tools

WaveNet Travel & Expense Module Allows for Electronic Receipt Attachments.
On March 1, IT's Enterprise Information Systems group created additional functionality within the travel
and expense module that allows users to scan and submit receipts electronically by attaching them to
their expense reports. This feature has the potential to speed up processing for expense reports and
reduce the occurrence of lost receipts and documentation.

WaveNet Quick Links Increase Convenience for Faculty, Staff, and Students.
Quick Links is an easy to find menu of important links for students, faculty, and staff, which includes links
to course catalogs, academic calendars, financial assistance, and employee resources. IT staff members
James Ballacchino and Sean Fife implemented Quick Links as a way to bring together many important
resources to a convenient location. If you would like to suggest a link to be added to Quick Links
contact Sean Fife at sean.fife@pepperdine.edu.

Infrastructure, Systems, and Networking Updates

Pepperdine Campuses Receive Upgrades to Network. In order to meet the growing
Internet needs of our students, faculty, and staff, Information Technology's Systems and Networking
group is working to upgrade the Internet access and speed at all campuses. Throughout the month of
March, IT staff will be increasing the number of wireless access points at each of the campuses.
Negotiations are underway to increase the Malibu campus’ Internet bandwith. Updates on these
projects will be provided in the near future.

3 Information Technology Activity and Status Report, March 2011

Publications
EDUCAUSE Review, January/February 2011 - Tim Chester, vice provost for academic
administration and chief information officer was featured in an article titled, “Technical Skills No Longer
Matter” in which he responds to an article in the Wall Street Journal that questioned the skill set of chief
information officers in higher education. Dr. Chester argues that a person’s skill set is not as important
as their ability to keep their department abreast of the ever-changing technological needs of their
universities. Click here to read the article.

Presentations
Kha, Hong, and D. Hoover. 2011. To iPad or Not to iPad: A Qualitative Study to Learn More About the
iPad's Potential to Impact Learning Across Varying Disciplines (Research-Based). Presentation,
EDUCAUSE ELI 2011 National Conference, Washington, D.C., February 14.

Kha, Hong, and D. Hoover. 2011.Innovative and Strategic Thinking with the iPad. Presentation,
EDUCAUSE West/Southwest 2011 Regional Conference, Austin, TX, February 23. Download PDF of
presentation slides.

Cha, Jennifer, and Hoover, Thomas. 2011. Getting Everyone on the Same LMS Page. Presentation,
EDUCAUSE West/Southwest 2011 Regional Conference, Austin, TX, February 23.

4 Information Technology Activity and Status Report, March 2011

Benchmarks and Accountability
Anytime Support Desk. During February 2011, there were 1545 requests for support managed
through the Anytime Support Desk. Of these requests, 56 percent were resolved within two days and
96 percent were resolved in fewer than five days. The average wait time for individuals calling the
Anytime Support Desk was 33 seconds. Eighty-two percent of requests were resolved by the Anytime
Support Desk on the first call.

Online Requests. In February 2011, there were 193 additional requests for support managed
through online web request forms. The top two types of online requests were: audio-visual service (61)
and network resources request (35).

Anytime Support Desk User Survey Results for February 2011. Through an
automated feedback process, all Anytime Support Desk callers have the opportunity to complete a
web-based satisfaction survey. In February 2011, 173 (12%) of 1417 survey requests sent to Anytime
Support Desk callers were submitted. The four-question survey uses a “1 to 5” sliding scale with
“4.00-5.00” equal to Excellent.

Response Overall Customer Resolution

Month Competency
Rate Satisfaction Service Timeliness
December 15% 4.54 4.62 4.43 4.58
January 12% 4.57 4.61 4.49 4.60
February 12% 4.56 4.66 4.36 4.66

Staff Support by Major Area. All Pepperdine IT staff allocate their day-to-day efforts using
client, project, and task codes; using this data, total division-wide staff effort for February 2011 was
distributed as follows:

University Administration Support 1,467 hours 10.47% $65,921.96

Colleges, Academic Affairs 3,067 hours 21.88% $79,213.16
University-Wide, Common Services 4,110 hours 29% $170,982.52
IT Administration and Management 2,998 hours 21.39% $99,784.02
General Overhead (Leave, Holiday) 2,376 hours 16.95% $83,153.83
Total: 14,017 hours 100% $499,055.49

Support for Schools. Pepperdine IT staff effort provided to Pepperdine schools is as follows:

Month Seaver GSBM GSEP SOL SPP

December 52.80% 20.44% 23.19% 1.21% 2.36%

January 53.31% 22.42% 20.59% 0.88% 2.80%
February 50.37% 26.68% 18.48% 1.72% 2.75%

How to Subscribe to this Report. If you would like to be added to the distribution list for this
report, please contact Tiffany Yu, communications specialist, at extension x4139. The Monthly IT Status
Report archive is available online at services.pepperdine.edu/it/about/status-reports.htm.

5 Information Technology Activity and Status Report, March 2011