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Center for Information Technology Services FY 2018 Annual Report

table of contents

  • CIO Statement/Mission Statement
  • CITS Overview
  • CITS Strategic Plan and Goals

CIO Statement/Mission Statement

Dr. Peter J. Murray, Chief Information Officer and Vice President‌‌‌

The Center for Information Technology Services (CITS) is the central information technology organization for UMB. Our mission and focus is to treat UMB students, faculty, staff, colleagues, and co-workers as treasured customers. Excellence in service to the UMB community is our challenge and responsibility.

CITS Overview

Composed of five areas, the Center for Information Technology Services provides IT maintenance, support, and oversight to the entire University of Maryland, Baltimore campus. These areas are detailed below:

Information Security and Compliance addresses IT security for the University as well as IT audit and compliance findings.

IT Infrastructure implements and maintains the following: database services, messaging systems, Microsoft systems, UNIX systems, computer operations, and data storage.

Technology Operations and Planning includes the functions of identity management, systems integration, help desk, web applications, software licensing, IT training, IT project management, computer support and communications.

Enterprise Applications is charged with maintaining administrative and academic systems.

Networking and Communications maintains the University communications systems, as well as the campus computer networking systems.

CITS Strategic plan and goals

CITS Strategic Plan and Goals

Featured Goals

The 2018 goals listed below are a part of the larger UMB FY 2017-2021 Strategic Plan. For more information, including the objectives and outcomes of the Strategic Plan and the 6 themes, please visit the 2017-2021 UMB Strategic Plan website.

Goal 1:

Assess the state of technology available to West Baltimore community residents where UMB is engaged. Develop and execute a strategy with UMB stakeholders to address any deficiencies with technology to support UMB's health, legal, and social work programs in those areas.

Summary – Completed/ Milestone Achieved

Upgraded the technology in the UMB Community Engagement Center in FY18

CITS, in consultation and collaboration with the Executive Director and Director of Strategic Initiatives and Community Partnerships and the staff in the Community Engagement Center (CEC), undertook an assessment of technology available to West Baltimore community residents in July 2017 and the results indicated that there was a pressing need to upgrade the computers in the highly popular and growing CEC. An action plan was developed and in August 2017 this need was addressed by replacing 18 old computers with new, fast, secure and easy to use computers. These new machines are having a dramatically positive impact, as evidenced by women and men using them to access information on the Internet; applying for jobs online; taking online training classes; preparing resumes and communicating via email with potential employers; and by neighborhood students who are using the machines to complete their homework.

Strategy to address deficiencies with technology to support educational and community based programs to be implemented in FY19

CITS, in consultation and collaboration with the Executive Director and Director of Strategic Initiatives and Community Partnerships, undertook a second assessment in March of 2018. The principals of four local schools (Excel Academy, Stewart Hill Academy, James McHenry Elementary School, and Franklin Square Elementary School) were contacted to get their input regarding the most pressing technology need(s) for supporting programs for local youth. Based on this input, as well as input from individuals in UMB schools who are engaged in programs supporting West Baltimore community residents, a plan and strategy is being developed to address the most prominent deficiency(s) with technology to support educational and community based programs. The strategy, which will be implemented in FY 2019, includes working with vendor partners, e.g., Verizon, to assist in addressing deficiencies with technology in the local schools and in the West Baltimore community.

Goal 2:

Assess the state of technology available to global communities where UMB is engaged. Develop and execute a strategy with UMB stakeholders to address any deficiencies with technology to support UMB's health, legal, and social work programs in those areas.

Summary – Completed/ Milestone Achieved

Immediate needs addressed in FY18, formulating strategy for remaining requirements in FY19

CITS, in consultation and collaboration with the Executive Director of International Affiliate Support for the Maryland Global Initiative Corporation (MGIC), undertook an assessment of technology available to global communities where UMB is engaged and this assessment identified needs and deficiencies. The most pressing and immediate needs have been addressed. A plan and strategy is being developed to address the remaining deficiencies with technology to support MGIC programs, and it will be implemented in FY 2019.

Goal 3:

Evaluate annual statistics of network utilization and capacity, and collaborate and coordinate with school and department personnel to make strategic investments in the network infrastructure to ensure adequate network transmission capacity for innovative research, scholarship and clinical sciences initiatives.

Summary – Completed/ Milestone Achieved

Implemented robust network monitoring system in FY18

Maintaining and enhancing the UMB network is critically important to University academic and business operations, and the evaluation of network statistics allows for appropriate strategic investments in the network infrastructure. With statistics of network capacity and utilization showing greater network complexity, it was important this past year that CITS implemented a robust network monitoring solution. A strategic investment of one hundred and fifty thousand dollars was made to enhance network monitoring capabilities, which has allowed for better monitoring of network performance, detecting network faults in real time, troubleshooting errors, and preventing downtime. Network engineers gained higher visibility and control over the entire network infrastructure.

In collaboration and coordination with schools and departments, CITS upgraded existing wireless access points in campus buildings. This investment significantly improved the Wi-Fi experience for students, faculty, and staff, and prepared UMB for the continued growth of wireless usage in the future.

Also in collaboration and coordination with schools and departments, fiber optic network connections and network switches were upgraded this past year to provide greater network bandwidth to University desktop computers and between campus buildings. This effort increased network bandwidth from 1 Gbps to 10 Gbps, which will provide sufficient network transmission capacity for existing and future innovative research, scholarship and clinical sciences initiatives.

Goal 4:

IT Stakeholder Initiative: Work with a University team to develop a plan and strategy that would identify and recommend an infrastructure(s) for storing, managing, and accessing research data. This goal is building on the Research Data Management Policy and is the second phase of the IT Stakeholder initiative to develop “A Comprehensive Research Data Management Plan and Strategy”.

Summary – Significant Progress

Strategy created in FY18 to leverage cloud-based services to improve storing, managing, and accessing research data

Work has been done and progress has been made in developing a plan and strategy that is identifying and will recommend an infrastructure(s) for storing, managing, and accessing research data. This plan and strategy includes using cloud-based service providers. CITS has worked diligently with Strategic Sourcing and Acquisition Services to establish contracts with Microsoft Corporation (Azure Cloud Infrastructure); Oracle Corporation (Oracle Infrastructure and Platform as a Service); and Amazon (Amazon Web Infrastructure Services). These contracts are the building blocks needed to leverage cloud infrastructure services for storing, managing, and accessing research data. The plan and strategy will be finalized in FY 2019, which will include the use of both cloud-based services and on-campus computing infrastructure resources and services.

Goal 5:

IT Stakeholder Initiative: Leverage the IT Stakeholder initiative, “Expanding Resources for Faculty Teaching and Learning with Technology”, and prepare a report of recommendations that would identify strategies for professional development and promote innovative uses of technology in teaching and scholarship within and across schools and programs through FY 2021.

Summary – Completed/ Milestone Achieved

As part of the IT Stakeholder Initiative: “Expanding Resources for Faculty Teaching and Learning with Technology and Enhancing Skills of Faculty and Providing Tools to Incorporate Technology in Teaching”, a committee of faculty with representation from each of the UMB Schools has been meeting regularly during FY 2018 to share information and discuss strategies related to professional development and the innovative uses of technology in teaching. An event titled, “Teaching with Technology: Engaging Students” was held on May 24, 2018 for the purpose of expanding interest and building faculty expertise in teaching with technology. The keynote speaker was M.J. Bishop, Director of the William E. Kirwan Center for Academic Innovation and Director of the University System of Maryland’s Center for Academic Innovation, who kicked-off the day-long event. Presentations and discussions of effective methods for teaching online courses/classes were included in the program.

Recommendations developed in FY18 to identify strategies for professional development and promote innovative uses of technology in teaching

The faculty committee, which is a sub-group of the UMB IT Stakeholder Committee, has prepared a report of recommendations identifying strategies for professional development and the promotion of innovative uses of technology in teaching and scholarship within and across schools and programs. Their recommendations are:

  1. Seek resources to sustain an Annual UMB Teaching with Technology Conference.
  2. Leverage and promote professional development activities that are occurring in the schools, e.g. Nursing, Social Work, and Pharmacy have notable initiatives in professional development. These sessions are typically sparsely attended, yet highly valued.
  3. Establish a campus web-site dedicated to Teaching with Technology. It would offer a platform for sharing innovative uses of technology at UMB; the dissemination of information about educational offerings and initiatives occurring in individual UMB Schools; and enhance the communication of teaching with technology resources to all UMB Schools. Likewise, a library of “how-to” resources (e.g. videos and other media) could allow for easy online-access when a centralized Center for Educational Initiatives is not available.
  4. Establish a centralized campus Center for Educational Initiatives to conserve valuable technology faculty and staff resources. Ideally, this Center might also serve as a “drop-in” consultation resource for faculty and staff. This Center would be inter-professional and allow for greater faculty/technology staff interaction and sharing of expertise. Resources for instructional design as well as resources for regular webinars and other learning experiences would need to be available to make such a Center viable. Regularly scheduled lunchtime table talks at this Center would provide an opportunity for informal learning experiences for faculty and staff and could easily be expanded to include UMB students.
  5. At the level of UMB Schools, encourage greater emphasis on faculty-IT staff interaction as well as visibility of scholarly work. The faculty committee encourages greater recognition of scholarly work involving aspects of teaching with technology as well as multiple aspects of teaching and learning. For example, such accomplishments should receive greater recognition in both school and campus publications.
  6. Encourage UMB schools to incorporate scholarly work related to teaching with technology into their APT criteria so that such activities become visible and valuable contributions within schools and across UMB.

Goal 6:

Collaborate with school instructional technology personnel as well as with budget and finance personnel in developing a campus-wide instructional technology infrastructure plan, and make strategic investments in the instructional technology infrastructure as needed in subsequent years.

Summary – Completed/ Milestone Achieved

Instructional systems were upgraded and guidelines established in FY18 for Audio-Visual Technology and Design

The development of the first phase of an instructional technology infrastructure plan was developed this past year. The first phase of the instructional technology infrastructure plan includes recommended guidelines for audio-visual technology and design. These guidelines were established by an instructional technology/audio visual Working Group that was comprised of individuals representing each of the UMB schools. The guidelines include having uniform touch panel configurations for Crestron and Extron controls that are installed on podiums in classrooms and conference rooms. This standard approach supports inter-professional and interdisciplinary education by giving faculty the ability to roam from one room and building to another and use the technology in the room without receiving in-depth training. What people learn in one facility will apply to another across the University.

While work was devoted to developing the first phase of a campus-wide plan in FY 2018, it didn’t interfere with making instructional technology system enhancements this past year. CITS has a collaborative relationship with the campus users of the Blackboard and MediaSite applications, as well as with the personnel in the Schools that support these applications. Regular meetings were conducted this past year to discuss school and department needs and requirements and how these applications can fulfill those needs. The solutions this past year included upgrading the Blackboard and MediaSite instructional systems. MediaSite lecture capture servers were upgraded in preparation for the MediaSite 7.2.2 application upgrade. To improve data security, the Blackboard database servers were upgraded to allow server level encryption. The upgraded Blackboard application introduced the “Retention Center” module. This module allows UMB schools and departments the capability of tracking a student’s progression through their course work, as well as alerting faculty and administrators when students encounter issues within their program of study. Furthermore, both the Blackboard and MediaSite systems have redundancy of hardware, replicate data at a remote site, and the applications are also replicated at a remote site. The MediaSite and Blackboard applications enhancements are providing students and faculty a better teaching and learning experience here at UMB.

Goal 7:

Increase University knowledge of contemporary productivity tools and applications, such as Microsoft Office 365, as well as knowledge of information security best practices and business and academic systems by offering education and training opportunities to the University community each year through FY 2021.

Summary – Completed/ Milestone Achieved

Microsoft Office 365 training campaign successfully launched in fy18

After the successful launch of Microsoft Office 365, CITS began a campaign to train individuals in central administration departments and in UMB schools. There were four ongoing and regularly scheduled classes related to Office 365 that were offered in FY 2018, and anyone in the University community could attend these classes. During FY 2018, there were 68 formal Office365 class sessions, and 364 individuals attended these sessions. There were numerous other personal training sessions held during the year. In addition, CITS prepared and posted a wealth of Office 365 instructional resources on the following webpage: http://www.umaryland.edu/office365/. The web page includes video snippets, how-to documents, and instructional guides for Microsoft Office 365 applications.

increased focus on it security awareness

A campus-wide security awareness training program was formally kicked off during FY 2018 with the implementation of KnowBe4 (an information security awareness training application). Of the total number of individuals receiving the campus email invitation to participate in the program, 84% responded and completed the security awareness training. The CITS Office of Security & Compliance submitted monthly articles to The Elm that were related to security awareness as well as shared the monthly SANS (the leading resource for security awareness training) security publication “Ouch!” with IT professionals throughout the UMB community.

Goal 8:

IT Stakeholder Initiative: Continue to partner with UMB schools and departments and affiliated entities such as UMMS and FPI to collaboratively assess risks, seek vulnerabilities and collectively recommend resolutions to any found vulnerability(s) through FY 2021. Prepare an annual Information Security Collaborative report addressing the vulnerabilities and the actions undertaken to mitigate the risks.

Summary – Completed/ Milestone Achieved

The Information Security Collaborative (ISC) includes participation from IT leaders, information security professionals, and other IT professionals from CITS, all UMB schools, FPI, and UMMS. There is consensus among the individuals participating in the Collaborative that an enterprise-wide approach to information security is absolutely necessary. It is important that an Information Security Program that adheres to Federal, State, USM, and other mandatory security rules, requirements and guidelines in order to protect the confidentiality, integrity, and availability of data.

A collaborative approach was taken to strengthen the information security program in FY18

During FY 2018, the participants of the ISC shared operational policies, practices, and procedures that resulted in effective information security and the protection of information assets, protected health information, and patient and employee personal information. The ISC working group (which comprises about 40 individuals and is chaired by the UMB Information Security Officer and information security officers from the SOM/FPI and UMMS) coordinated activities that responded to information security vulnerabilities that cross operational intersections.

The FY 2018 Information Security Collaborative report identified key actions taken during the year, which were to assess the security of public facing systems and address any found vulnerability with these systems. The actions included:

  • Undertaking a multi-layered security assessments that utilized both 3rd party scans and scans conducted by the CITS Office of Security & Compliance.
  • A 3rd party assessment included UMB’s participation in the Dorkbot Project which is administered at the University of Texas. This project launched continuous scans during the year from outside of UMB to public facing web servers at UMB. The scans searched for vulnerabilities in web logic code that could introduce a security vulnerability(s).
  • Another 3rd party assessment included using the ShadowServer resource. The ShadowServer scan is another scan from outside UMB to public facing systems at UMB, and it provided feedback when a public facing system had a weak SSL cipher configuration which could be vulnerable to viruses and malware. The ShadowServer service assisted in identifying and mitigating the SSL Poodle vulnerability.
  • Internal UMB scans were also performed by the CITS Office of Security and Compliance. Scans of all UMB public facing systems were run regularly to assess and test SSL configurations, and any system with a weak configuration was identified and addressed.
  • In addition to undertaking multi-layered security assessments, on-going everyday IT security work was undertaken this past year and it cannot be overlooked and overstated. For example, the intrusion prevention system is monitored closely because there are over 20 million daily attempts to get unauthorized access to the UMB network and to machines connected to the network. The campus system for email delivery, anti-spam and anti-virus, is also monitored continuously since about 80% of all incoming email is identified as some type of security threat and must be blocked. Collaborating and sharing IT security information and potential threats across the enterprise is what makes the ISC so successful and strong.

Goal 9:

Collaborate with colleagues at USM institutions, other Maryland higher education institutions and K – 12 schools in leveraging aggregated and collective buying power for IT technologies and services, including via the Maryland Education Enterprise Consortium (MEEC), and communicate any new cost-effective IT agreements via the Elm Weekly and on UMB websites during each year through FY 2021.

Summary – Completed/ Milestone Achieved

IT savings were realized after leveraging the buying power of MEEC and via collaborative partnerships with USM other higher education institutions, and K-12 schools

In FY 2018, UMB collaborated extensively with USM institutions, other higher education institutions, K-12 schools and leveraged the buying power of the Maryland Education Enterprise Consortium (MEEC). Examples where IT savings have been realized for UMB include: via the USM coordinated Maryland Research and Education Network (MDREN) for reduced cost access to the Internet; through the cooperative UMB/UMCP arrangement with the Mid-Atlantic Crossroads (MAX), where UMB is provided access to the high-speed Internet2 network and in exchange for this access, UMCP has located MAX networking equipment in the 300 West Lexington Street computing facility at UMB; through the USM-wide Cisco contract for network hardware maintenance; via the new USM-wide Palo Alto contract for network security equipment; via Internet2 for waived egress fees for Microsoft Azure, Oracle Cloud, Amazon Web Services, and for Duo multi-factor authentication, and other Internet 2 services; and, via MEEC to achieve significant volume discounts for Microsoft licenses, Apple hardware, Dell computers and servers, and other software including: Symantec, Adobe, InCommon, Terminal4, Carbon Black, and MicroFocus; and for consulting services via the use of MEEC resellers that deploy and support enterprise applications, e.g., instructional technology systems, student system, IT security-related systems, etc. Also, UMB facilitated the consolidation of the Statistical Analysis System (SAS) contracts from all USM schools to a single contract that UMB administers. Lastly, UMB collaborated with UMCP to maximize the volume discount and the purchase of Mathematica and ArcGIS. The volume discount for these products has been made available to other USM institutions. The MEEC and USM IT cost-saving agreements noted above were shared with and made available to the UMB community via the CITS Software Licensing Office, UMB websites, and in other media and forums.

Goal 10:

Collaborate with UMB and UMCP colleagues to develop and implement a mutual strategic plan in FY 2017 which includes project goals and action items for greater IT alignment, cooperation and collaboration between UMB and UMCP. Prepare reports showing progress and outcomes through FY 2021.

Summary – Completed/ Milestone Achieved

UMB-UMCP Strategic Partnership Plan was developed and the technology framework for providing common access to systems on both campuses was implemented

A Strategic Partnership Plan was developed and the initial focus for technology unification between the two campuses was placed on the Identity Management project. This is the technology by which faculty, staff, students, etc., gain access to IT systems and resources by using their respective university’s ID and password. The technology framework that allows the respective university’s ID and password to be used was built in FY 2018. The Seed Grant program application was the first to be added to this technology framework. Individuals who apply for a Seed Grant can now use their respective university ID and password to get access to this application.

Goal 11:

IT Stakeholder Initiative: Expand a common communications infrastructure throughout the University, including completing the deployment of Microsoft Office 365 and investigate the acquisition and implementation of additional communication and collaboration tools in FY 2018 and beyond.

Summary – Completed/ Milestone Achieved

Microsoft Office 365 deployment completed in FY18
Cisco Collaboration platform acquired and being implemented in FY19

In the past year, the deployment of Microsoft Office 365 was completed. Employees as well as students have been issued a Microsoft Office 365 account. In addition, a campus-wide Working Group, with representation from each UMB school, reviewed the many communication/collaboration tools being used across UMB and investigated the possible acquisition and implementation of a new communication and collaboration tool(s). The goal for the group was to recommend a communication/collaboration tool that could be deployed throughout UMB. The assessment of existing tools used at UMB, as well as any new technology, included reviewing best features, best uses, costs of the tools, and any gaps in what was currently licensed and available. The group’s final recommendation was the Cisco Collaboration Platform, which is new to UMB and includes many telephony and unified communication advancements as well as contemporary on-demand WebEx web conferencing and videoconferencing capabilities. An agreement with Cisco has been reached and these new Cisco communication and collaboration tools will be deployed throughout UMB in FY 2019.

Goal 12:

IT Stakeholder Initiative: Partner with Administration and Finance and UMB schools and departments to develop and implement a financial system that will provide a strategic and streamlined approach to financial analyses by enabling data analytics and new reporting solutions for schools and departments. This new system is targeted to “go live” in FY 2019.

Summary – Significant progress

quantum financials to go live may 2019

CITS is partnering with Administration and Finance to develop and implement Oracle’s Cloud Financials, Planning and Budgeting, and Analytics solutions. These modern cloud applications are based on best practices and will provide a platform for improving business processes and enhancing our ability to make data driven decisions. The project consists of four iterative design, configuration and validation phases to incrementally develop a final solution that will be rolled out to the campus in May 2019. As the Quantum project approaches the third iterative phase, the project team is actively engaging UMB schools and departments to participate validating the solution.

Quantum Project Timeline

Goal 13:

IT Stakeholder Initiative: From FY 2017-2021, build-out the identity management infrastructure to maximize user access to systems through the use of a single set of credentials.

Summary – Completed/ Milestone Achieved

A major IT accomplishment has occurred with the implementation and use of a common ID across the University in FY18

A major IT accomplishment has occurred with the implementation and use of a common ID across the University. This was THE key IT request in the first UMB Strategic Plan. Today, there are 7365 faculty, staff, and affiliates, and 5630 students that are using a common ID, such that their Userids and Passwords are linked and automatically synchronizing across UMB. This means that only one Userid/Password is needed for faculty, staff and students to get access to UMID applications, email, and computer workstations.

Goal 14:

IT Stakeholder Initiative: Achieve compliance with the latest version of the USM IT security standards and the Office of Legislative Audits information security requirements.

Summary – Completed/ Milestone Achieved

all recommendations from the 2016 audits were successfully addressed

During FY 2018, the USM Office of Internal Audit performed a follow-up audit to the Office of Legislative Audit (OLA) Report. The USM Office of Internal Audit determined that UMB had implemented corrective measures that effectively addressed the two IT findings in the OLA report. The USM Office of Internal Audit also completed a follow-up audit to the 2016 USM Personally Identifiable Information (PII) Audit Report. The USM Office of Internal Audit determined that UMB had implemented corrective measures that effectively addressed the four recommendations in the 2016 USM PII Audit Report. In addition, a follow-up audit was undertaken by the USM Office of Internal Audit to the Application Logical Access Controls Audit at the School of Dentistry. The USM Office of Internal Audit determined that the UMB School of Dentistry implemented corrective actions and addressed all of the recommendations in the 2016 internal audit report.

Furthermore, the entire CITS organization and UMB schools and departments, led by the Office of Security & Compliance, have worked diligently during FY 2018 to review the latest version of the USM IT Security Standards and to ensure that current information security practices meet or exceed those standards in preparation for the upcoming Office of Legislative (OLA) IT audit.

Goal 15:

IT Stakeholder Initiative: Coordinate IT Help Desk operations by completing the implementation of the shared ticketing application initiative and having the Helpdesk Steering Committee identify new opportunities for strengthening service through an annual assessment of IT Help Desk service indicators and operations.

Summary – Completed/ Milestone Achieved

A shared collaborative incident management (help desk ticketing) application was successfully implemented in the campus IT Help Desk and across all school Help Desks in FY18

A shared collaborative incident management (help desk ticketing) application has been implemented to improve the customer experience. It is aligning the distributed help desk units and provides each group the tools and ability to leverage the resources of one another. There are ten different support units that have adopted the common incident management system and they are coordinating their support operations. Over 40,000 incidents have been recorded in FY 2018 using this common system.

Below are the FY 2018 statistics:

In addition, through an assessment of service indicators and current operations, new opportunities for strengthening the service were identified and implemented. The UMB Schools participated in this assessment, and based on their input and feedback the Campus IT Helpdesk operations have been expanded.

During this past year, two NPower interns were hired. NPower is a local company aimed at providing professional IT opportunities to veterans and individuals in underserved communities. After their internships expired, these individuals were hired as full-time contingent employees. These additional resources allowed the Campus IT Help desk to start having full walk-in and call-in hours on the weekends (previously only email and voicemail options were available). They also allowed the IT Help desk to answer almost all in-coming calls. This has helped strengthen the responsiveness of the Help desk by improving the percentage of calls answered from 27% to 87%. Before they were hired, some calls would go into voicemail because the call volume was too large for the existing staff to answer them.

it help desk services were expanded to include walk-in hours and extended hours, including weekends

Additional new opportunities and actions for strengthening service include extending the weekday coverage from 5:30 p.m. to 7:00 p.m., and supplementing some of the other IT support units’ operations in the Schools. Lastly, a major upgrade is being planned for the common incident management system for early fall 2018. This new version of the incident management system will provide enhanced reporting capabilities, greater flexibility for the IT support groups to make customizations specific to their operations, and a much more intuitive interface for end users to enter and track help desk tickets.

Goal 16:

Expand and promote cultural competence in the Center for Information Technology Services (CITS) by celebrating a climate of diversity and inclusion and inviting a member(s) of the UMB Diversity Advisory Council to speak at an all-staff meeting each year, from FY 2018 to FY 2021.

Summary – Completed/ Milestone Achieved

cits is expanding cultural competence with help of diversity advisory council

At a CITS all organization meeting on April 24, 2018, a member of the Diversity Advisory Council (DAC) gave a presentation to CITS staff. It was an excellent presentation that provided information about the DAC, its mission, goals, accomplishments and events. The presentation also addressed the topic of understanding culture as well as providing a statement on cultural competence. The presentation was followed by a question and answer session. This presentation as well as other information and conversations about cultural competence have helped expand and promote cultural competence in the Center for Information Technology Services. A presentation by a member of the DAC will occur again at an all CITS organization meeting in FY 2019.

Goal 17:

Promote knowledge, expertise and career development in CITS by encouraging every staff member to attend at least one professional development opportunity during each year through FY 2021 and beyond. Complete an annual report that shows the CITS staff professional development activities.

Summary – Significant progress

cits continues to promote professional growth - 69% attended a development activity in fy18

The completed annual report of CITS staff professional development activities indicated that 70 of the 102 CITS staff (69%) participated in at least one professional development activity in FY 2018. We will continue to promote the acquisition of new knowledge, additional expertise and career development in FY 2019 so that every staff member has the opportunity to attend at least one professional development opportunity during the year.

Goal 18:

Administer a Center for Information Technology Services (CITS) satisfaction survey in fall 2018 and in fall 2021 and every third year thereafter, to assess the degree to which faculty, staff and students are satisfied with the array of services provided by electronic systems and staff operations so that we can identify areas in which we are succeeding, point to the services we need to improve, and highlight the areas in which we need to offer new services.

Summary – Not yet started

cits satisfaction survey coming in fall 2018

This goal will be initiated in fall 2018.

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