Annual Report Library and Information Services – User ... · User Services Annual Report 2008 Page 1 Annual Report Library and Information Services – User Services June 1, 2007

User Services Annual Report 2008 Page 1

Annual Report

Library and Information Services – User Services

June 1, 2007 – May 31, 2008

Introduction TheUserServicesteamwasformedduringthe’07‐’08academicyeartobringtogetherseveralspecificuser‐relatedservicesandservicepointstoprovideamoreintentionalspaceforcollaborativeworkto

occur.SpecificallythisincludesthecurrentAcademicTechnology,HelpDesk,Training,andUserSystemsareas.Reportsfromeachofthefourareashavebeencompiledintooneannualreport.

Throughoutthesectionsofthereport,commonthemesoccurwhichhighlightthebenefitofformingtheUserServicesteam.SomeofthethemesincludeWindowsVista,MacOSX10.5Leopard,Office2007,

Office2008fortheMac,Summer2008FacultyRollout,andNorseKeyPasswordExpiration.Thesethemes,andothers,involveresearchbyAcademicTechnologyandUserSystemsintoworkstationimagechanges,developmentofTrainingmaterialsforusers,andsupportofuserswithindividualquestions

throughourHelpDesk.

Staffing TheUserServicesteamiscomprisedofthefollowingtenindividuals:MatthewBaumann(HelpDeskTechnician),BobErickson(Classroom/LabManager),RyanGjerde(AcademicTechnologyLibrarian),DianeGossman(DirectorofUserServices),MattHughes(HelpDeskSupervisor),ToddMarken

continued(UserServicesSpecialist),AndrewOlson(HelpDeskManager),BobPuffer(AcademicTechnologyAssistant),LarrySikkink(UserSystemsAdministrator),JimVeeder(Audio‐VisualCoordinator).


Academic Technology

Classrooms and Computer Labs Technology

ClassroomsandComputerLabsTechnologydevelops,maintains,anddeploysthecampus'sacademiccomputerlabimages.Majorresponsibilitiesofthisdepartmentincludetestingandinstallingrecommendedsoftwareandupdatingexistingsoftwareforgeneralcomputerlabuse,workingwith

individualsfromacademicdepartmentstoassistthemintheirowndepartmentallabmaintenance,andbiddinganddesigningmultimediaclassrooms.

SeveralAcad.Tech.Serverswereupgradedthisyear,includingthepurchaseofanewMacintoshX‐ServeforImagedeployment,aDeepfreezeserverupgradetoaccommodateMacintoshclients,andasignificantupgradetotheGhostservertomanageVistaImages.

Othersignificantprojectsofthepastyearincludeinstalling14newA/VmultimediaclassroomsinthenewSampson‐HofflandScienceBuilding,addingnewscannersinthecomputerlabs,placing37newflat

screenmonitorsinOlin202,redesigningthe50desksinMain113and114toaccommodatenewflatscreenmonitors,andreplacing10A/Vprojectorsinexistingmultimediaclassroomsduetoregularmaintenance.

ProjectsfornextyearincludebuildingbetterVistaandIntelMacimages,upgradingtothelatestOfficeapplicationsonboththeMacandWindowsplatforms,introducingVistaandLeopardoperatingsystems

intothelabs,installingnewPCswithflatscreenmonitorsintheOlin113classroom,upgradingthecirculationdesklaptopsandimplementingadigitaltapelessvideocamcordersolution,developingaLabStatsservertoruncomputerusagereports,continuedworkonaMIDASsolution,investigatingremote

A/Vclassroommonitoring,andcontinuingwiththeHelpdeskprojectofdevelopingandprovidingvideoeditingservices.

Lab/ClassroomStats:TotalAcademicTechnologyLabs:42TotalAcademicComputers:581

TotalServers:10TotalAcademicPrintingQueues:34

Academic Technology and Learning Resources Committee TheATLRCmetsixtimesinacademicyear2006‐2007.FacultyrepresentativesincludedLorenToussaintfromtheScienceDivision,JeannettePillsburyfromtheSocialScienceDivision,andPeterSchollfromthe

HumanitiesDivision.Severaltopicswerediscussedoverthecourseoftheyearincluding:


Academic Technology

Departmental Websites:Asthecollegehasmovedtoanewlookandfeelforpublicfaceontheweb,thereissomeconcernthatdepartmentalwebsitesdonothaveaccesstotheresourcesneededtobringthemup‐to‐date.The

committeerecommendedsharingconcernswiththeDeanandmarketingstaff.

Classroom Response Systems:Facultyinthenaturalsciencesandsocialscienceshaverequested"clickers"topollstudentsduringclass.Usesrangefromlargelecturesof75+studentstosmallseminarsof20andunder,makingthedecisiononinstallationandprovisioningchallenging.Arelateddiscussionoccurredonafaculty

discussionlist.AcadTechwilllikelyusesome"Innovations"fundingtoexperimentwiththistechnology.

Faculty Roll Out:Thecommitteehelpedplanafacultysurveyinpreparationforthesummerrolloutofnewcomputers.

Thisinvolvedrevisingthesurveyconductedthreeyearsago,andhelpingcommunicatewithdivisionmembers.

LIS updates:AnumberofissuessuchasmigrationtoNorseApps,passwordexpirations,thenewprintingpolicy,andupdatestoMoodle/KATIEwerediscussedbythecommittee.ThesediscussionshelpedLISclarifycommunicationsdistributedtothefacultyatlarge,andanticipatequestionsthatwouldarisefrom

variousdivisions


Help Desk

Primary Work of the Help Desk Just‐in‐timeservicetoLuther’scommunityoftechnologyusers–students,staff,faculty,andvisitors‐is

thecoreofoperationsattheTechnologyHelpDesk.Assuch,thedailyworkofproblemresolutionisvisiblewitheachcommunitymember’sinteractionwithHelpDeskstudentandprofessionalstaff.Inlessvisibleroles,HelpDeskstaffworkwithothersinLIStoidentifyandplanfortransitionsincampus

technologyandtheireffectsonusers,toprovideacommunicationslinkbetweenthecampuscommunityandLISthroughindividualandcampuswidecommunications,tocreateandmaintaintutorialsandotherself‐supportresources,tosupporttheuseandinstallationofaudiovisual

equipment,andtoprovideanopportunityforprofessionalgrowthofHelpDeskstudentstaff–manyofwhomaspiretocareersininformationtechnology.

Daily Work Profile OnemethodofprofilingthedailyworkofproblemresolutionatHelpDeskisthroughinvestigatingtherequestsrecordedintheLISworkordertrackingsystem.Typically,requestsaretrackedinthissystem

whentherequestcannotbecompletedatfirstpointofcontact.FromJune1,2007toMay30,2008theHelpDeskopened5056suchrequestsandclosed2851.Thesetotalsrepresent59%ofallworkordersopenedinLISand35%ofallworkordersclosed.Fromawiderviewofannualtotalsbetween2003and

2008,thesepercentagesareconsistentwithbothalineardownwardtrendoftotalLISworkordersbeingopenedbytheHelpDeskandaflattrendlineinthepercentageoftotalLISworkordersbeingclosedbytheHelpDesk.Inshort,theworkordertrackingsystemreportsfewerLISrequestsbeingrecorded

throughtheHelpDeskbutaconsistentpercentageofrecordedrequestsbeingclosedbytheHelpDesk.

Unfortunately,theprofileofdailyworkasillustratedbytheLISworkordertrackingsystemisnotsoclearwhenoneconsidersthatupto75%ofrequestscomingintotheHelpDeskarenotrecordedinthatsystem.Whileahighpercentageinthisareaispositivebecauseitindicatesahighpercentageof“first‐

call”resolutions,itdoesmaketrackingtrendsmorechallenging.Formanyyears,thisworkthatishiddenfromreportinghasbeenestimatedthroughreviewsofsavedemailconversations,andsamplingofdailycallvolumesandservicedeskinteractions.InlateMarch2008theHelpDeskbegancapturingsomeof

thispreviouslyunrecordeddatathroughtheTwittermicrobloggingservice(availableathttp://twitter.com/lishd).

Resultsfromthecompilationofthatdataconfirmpreviousestimatesthatupwardsof75%ofrequestsresolvedattheHelpDeskarenotreportedthroughtheLISworkordertrackingsystembutthatoverall

trendsaresimilarbetweenfirst‐callresolutionsandresolutionsinthetrackingsystem.ThisnewdataillustratesthatinteractionsbetweenHelpDeskstaffandthecampuscommunityoccurasphonecalls55%ofthetime,asservicedeskconversations25%ofthetime,andasemailmessagesintheremaining

20%ofinteractions.TheTwitterdataalsoillustratesanhourlyanddailytimelineofHelpDeskworkloadthatisconsistentwithprofilesillustratedbyLISworkordertrackingsystemdata–peaktimesofdayareconsistentlyearlytomid‐morningandearlyafternoonhoursandpeakdaysoftheweekareconsistently

Mondays,Wednesdays,andFridayswithanoticeablehighonMondays.Itishopedthatcontinueduse


Help Desk

ofmicrobloggingtorecord“first‐call”resolutionswillcontinuetoprovideanadditionalopennesstothe

dailyworkoftheHelpDeskandbetterlongitudinaldataforfuturereporting.

Project Work AlongwithannualprojectssuchassupportingSummerRegistration,supportingResNetconnections,andtrainingnewpoolsofHelpDeskstudentstaff,theHelpDeskprofessionalstaffalsoledandcontributedtoseveralareasofsignificantworkinLIS.HelpDeskprofessionalandstudentstaffprovided

betatestingfor,participatedinplanningfor,andsupportedusersintheroll‐outofseveralnewcampustechnologies–WindowsVista,MicrosoftOffice2007,GoogleAppsfortheDomain(NorseApps),andnewpasswordexpirationrequirements.Additionally,primarysupportofAlumniaccesstotheAlumni

directorywasrelocatedfromtheAlumniOfficetotheHelpDesk.OtherHelpDesk‐leadprojectsunderwayincludeimprovementstosetupandsupportofself‐servicevideoduplicationandediting

facilities,enhancementstoHelpDesksupportofMacintoshcomputing,upgradestothecampuscarillonsystemanddigitalsignage,andcontinuedworkimprovingoptionsforviewingcampusvideobroadcastsonline.

Spring Student Projects Initssecondyearofimplementation,aspringprojectsinitiativehasfacilitatedtheHelpDesk’sstudent

staffcontributionstootherworkunitsinLIS.TwelveoftheHelpDesk’sthirty‐threestudentscontributedtoprojectsthroughoutLISbydividingtheirtimebetweenon‐dutyworkattheHelpDeskandprojectworkwithLISstaff.Projectsincludedcreationoftrainingandsupportresources,enhancementofwork

orderreporting,cleanupoftheusedequipmentinventory,researchoflabmanagementtools,redesignoftheHelpDesk’santivirusCD,cleanupofthenetworkregistrationandquarantinewebinterfaces,proofofconceptforlecturepodcasting,automationoffeaturelengthonlinevideostreaming,creation

ofvideoscreencasttutorials,andproductionofanHelpDeskservicesvideo.ThemajorityofprojectsproducednoteworthyresultsandhadanoticeableimpactonworkachievedinseveralLISworkunits.Inaddition,thestudentstaffmadeuseofanopportunitytoexpandtheirexperience,broadentheir

perspectiveonthesumworkofLIS,andformnewrelationshipswithLISstaff.Thisgainedperspectiveisinvaluableintheirworksupportingjust‐in‐timeproblemresolutionattheHelpDesk.

Work Order Reporting Tools LIS Leader: AndrewOlson Student Staff: AnneLyttle Project Description and Outcomes: AnneLyttleprovidedenhancementstoHelpDeskandLISworkorderreportingtoolsthroughthecreationofover30newworkordertrackingreports.ThesenewreportingtoolsofferLISstaffnewinsightintoworkloadandworkflowprocesses.TheyprovideoverviewsofHelpDeskandLISworkaswellasviewsintotheinteractionsbetweenLISworkunitsandtheinternalinteractionsbetweenHelpDeskprofessionalandstudentstaffs.Asignificantportionofherworkinvolveddesigningmethodsforretrievalofhistoricaldatatomatchdataincludedinreporting


Help Desk toolsforthecurrentreportingyear.ThisworkopensthepossibilityofexaminingtheworkoftheHelpDeskfromalongitudinalperspectivereachingbacktotheHelpDesk’sredesignin2001.TheHelpDeskwasfortunatetohavetheopportunitytoleverageAnne’spreviousexperiencewritingdatabasequeriesandCrystalReportsfilesfortheWisconsinDepartmentofCorrections.

Streaming Video Automation LIS Leader: BobPuffer Student Staff: BrettHazen,AndrewZaffke Project Description and Outcomes: BrettandAndrewworkedonvariousworkflowsfortakingvariousmediatostreamabilityusingavarietyofopensourcetools.Theresultwasastable,relatively‐easilycreatedformatthatrequiredaminimumofuserinteractiontomakeithappen.Flashvideowasthestreamableformatchosenbecauseittranscodedquickerandwasreadableimmediatelyby97%oftheworkstationsoncampus.AndrewandBrettalsoproduceddocumentationfortheprojectaswellasvideotutorialsonhowtocreateastreamableflashvideousingtheirworkflow.

Lecture Podcast Pilot LIS Leader: BobPufferStudent Staff: RufusVethanayagamony Project Description and Outcomes: Rufusvideo‐recordedalllecturesforClaudeMertzenich'sCHEM‐152section.Thesewereextractedfromthevideocamera,transcodedandmadeavailablethroughthecourse'sKATIEsiteinastreamingformat(QuicktimeandFlash).Claudereportedsatisfactionwiththe

projectandstatisticsindicatedeachvideowasviewedbyatleasttwodifferentstudents.ItwasdiscussedwithClaudethatLISwon’tbeprovidingstaffingforthisendeavorinthefuture‐‐itwasjustaproof‐of‐concept.Hesaidhe'dbeconsideringwhatalternativeshehas.

Application Development Screencasts LIS Leader: SteveSmith Student Staff: JasonSmoliak Project Description and Outcomes: SteveandJasonworkedtocreatedemovideosforcommontasksinDatatel,my.luther,andAdAstra.Jasoncreatedtwovideosforthemy.lutherportionoftheproject.TheworkwithJasonservedasaspringboardtogetastartontheproject.Stevewillbefinishinguptheothervideosandcreatemoreasneeded.

Setup and Test Windows Services Update Server LIS Leaders: BobEricksonStudent Staff: BryanUhlenhakeProject Description and Outcomes: ThisprojectwasfocusedonsettingupaWindowsServicesUpdateServer(WSUS)andtestingtheprocessofusingittodeployWindowsUpdates.ThegroupstartedbyloadingWSUS3.0ontherequiredWindowsServer2003thatwasalsorunningMicrosoftReportViewer2005,MicrosoftManagementConsole3.0andMicrosoftInternetInformationservices.Theadvantageswouldbereducedbandwidth;bettermanagementofdownloadsandbetterreportingonthestatusofupdates.Thedisadvantageswerefoundtobethatupdateservicesonlyranonthehour,theserveradministratorneededtocontinuallymonitortheprocesstomanageandrepairupdatingproblems,theclientconfigurationwasdetailedandhadtobeconfiguredontheclientmachine‐notbytheserver.TheWSUSonlyupdatedtheWindowsoperatingsystemandnototherapplications.AfternumeroustestswiththeWSUSserverandtheclient,itwasdeterminedtobeveryproblematic,inconsistentanddifficult


Help Desk totest.Nogreatadvantageovertheexistingwindowsupdateprocedurewasrealizedsocontinuingaheadwithanon‐goingsoftwaremanagementanddeploymentprojecthasbeenadvised.

LIST Support LIS Leader: DianeGossman Student Staff: CoryWagner,CurtYounker Project Description and Outcomes: ThisprojectwasdesignedtoproduceadditionalLISTrainingmaterialsinpreparationfornumerousimplementationsbeginningoncampusincludingNorseApps,Office2007/2008,WindowsVista,andMacLeopard.Thegroupmettogetheronceaweekandthen

DianemetindividuallywithCoryandCurtothertimesduringtheweek.Inadditiontoproducingdocumentationandenhancingexistingmaterials,Coryassistedwithseveraltrainingsessionsthroughouttheterm.Thematerialsproducedincludethefollowing:

Norse Apps (helpdesk/go/norseapps) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseAppsNorse Mail (helpdesk/go/norsemail) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseMailNorse Chat (helpdesk/go/norsechat) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseChatNorse Calendar (helpdesk/go/norsecal) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseCalendarNorse Docs (helpdesk/go/norsedocs) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseDocsNorse Sites https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_NorseSitesVista (helpdesk/go/vista) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaVista ‐ Basics http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaBasicsVista ‐ New Features http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaNewFeaturesVista ‐ System Maintenance http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaSystemMaintenanceVista QuickStart Guide http://lis.luther.edu/files/images/Vista_QuickStart_Guide.pdfVista Network Printers http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaNetworkPrintersVista Network Shares http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaNetworkSharesVista System Maintenance (Power Settings) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_VistaSystemMaintenanceMac Word 2008 https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacWord2008


Help Desk Mac Excel 2008 https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacExcel2008Mac PowerPoint 2008 https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacPowerPoint2008Mac OS X Leopard 10.5 http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacOSXLeopardMac Training ‐ Basics (updated to 10.5) (helpdesk/go/mac) http://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacTraining‐BasicMac QuickStart Guide http://lis.luther.edu/files/images/MacQuickStart_Guide.pdfMac Data Backups https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_MacDataBackupsBasic Web Design https://helpdesk.luther.edu/tiki/tiki‐index.php?page=LIST_BasicWebDesign

Help Desk Video Production LIS Leader: MattHughes Student Staff: LuisEnriquez Project Description and Outcomes: Thegoalofthisprojectwastocreateashortvideoon'WhatCantheHelpDeskDoForYou?'tomakeavailableforviewingontheHelpDesk’sNorseCleanCDandontheHelpDeskwebsite.Astoryboardhasbeendraftedandclipscollected.ProductionofthevideoisstillinprogressandwillnotbereadyforinclusionintheCDsprintedforNewStudentSummerRegistration.ItishopedthatthevideowillbereadyforpublicationpriortothebeginningofFallsemester.LIS Leader: MattHughes Student Staff: CamWebb,BryanPerrot Project Description and Outcomes: ThegoalofthisprojectwastocreateanewNorseCleanCDtoreplacetheagingonethathasbeeninusebytheHelpDeskforseveralyears.ThecurrentCDhasseveralproblems‐softwarethatisoutofdateandaGUIinterfacethatfailsoncomputerswithouttheproperversionof.Netinstalled(whichrulesoutMacOSX).CamandBryandeterminedthatcodingtheGUIinJavawouldsolvetheproblemofoperatingsystems.Thisenabledthemtomakea'tabtemplate'thatwouldbeeasytoduplicateforfutureupkeep.They'veincludednumeroustoolsincludingAnti‐Virus(Sophos,AVGFree),Anti‐Spyware(Adaware,Spybot),Browsers(Firefox,Opera),andseveralotherusefultools.


Training

Introduction Duringthe’07‐’08academicyear,trainingmovedfrombeingpartof“TrainingandSupport”,tobeingpartofthe“UserServices”team.ThetransitionwasbeneficialbecausetrainingtiesincloselywiththeworkoftheothergroupswithinUserServicesnamelytheHelpDesk,UserSystems,andAcademic

Technology.ThisreportbeginswithnarrativeregardingtrainingwithinLISandtheCampusCommunityandendswithmetricssupportingthenarrative.

Staffing Trainingstaffforthe’07‐’08academicyearincludedthefollowingfull‐timestaff:DianeGossman,DirectorofUserServices.LutherstudentAaronHarpolehelpedasLISTrainingAssistantinJuneandJuly

of2008todeveloptheOffice2007trainingmaterials.DuringSpring2008,LutherstudentsCoryWagnerandCurtisYounkerhelpeddeveloptheNorseApps,WindowsVista,Office2008fortheMac,andMacOSX10.5Leopardtrainingmaterials.

Schedule of Sessions InJanuaryof2008,LISbegantoofferaregularseriesoftrainingopportunitiesfortheLuthercommunity

whichispublishedathttp://lis.luther.edu/learn.Thescheduleincludessessionsinavarietyofformatsincludingweeklydemonstrations,trainingsessions,andworkshops.Abriefdescriptionofeachsessionandformatisavailableonthewebandlinkstoadditionalmaterialsareprovidedaswell.Thetopicsare

determinedoneterminadvanceandannouncementsarepublishedinTheBulletin,Tuesday,andtheDeaNotes.DianeGossmanlednumerousdemonstrations,trainingsessionsandworkshopsthisJanuaryandSpringsemestersprimarilyonthenewsoftwarebeingimplementedoncampuswhichincludes

Office2007,NorseApps,andWindowsVista.Inaddition,BobPufferledseveralKATIEdemonstrations,trainingsessionsandworkshopsduringtheJanuaryandSpringsemesters.ChristopherBarth,JohnGoodin,andLindyMoelleralsoledatleastonesessionduringthespringsemester.

Microsoft Office 2007 InpreparationfortheimplementationofOffice2007oncampus,severalonlinematerialsandhandouts

wereproducedlatesummer2007.Theprimarylinkforthesematerialsishttp://helpdesk.luther.edu/go/officewhichincludesgeneralinformationabouttheproduct,Luther’stime‐lineforimplementation,compatibilityinformation,andadditionalmaterialsforWord2007,Excel

2007,PowerPoint2007,Access2007,andPublisher2007.Eachoftheproduct‐specificmaterialsincludesstep‐by‐stepinstructionsforgettingstartedwiththeproductandresourcessuchasone‐page“gettingstarted”and“newfeatures”guides.Demonstrations,trainingsessions,andworkshops

continuetobeheldofferingfaculty,staff,andstudentstheopportunitytolearnmoreaboutthesuitebefore,during,andaftertheirupgradetoOffice2007.


Training

Microsoft Office 2008 for the Mac Office2008fortheMacbecameavailableSpring2008and,inpreparationforitsimplementationon

campus,severalonlinematerialswereproducedlateSpring2008.Theprimarylinkforthesematerialsishttp://helpdesk.luther.edu/go/officewhichincludesgeneralinformationabouttheproduct,Luther’stime‐lineforimplementation,compatibilityinformation,andadditionalmaterialsforWord2008,Excel

2008,andPowerPoint2008.Eachoftheproduct‐specificmaterialsincludesstep‐by‐stepinstructionsforgettingstartedwitheachoftheproducts.

Microsoft Office Work At Home Program AlongwiththeimplementationofOffice2007andOffice2008fortheMac,theMicrosoftOfficeWorkAt

HomeProgrambecameavailabletoLutheremployeesSpring2008.TheWorkatHomeProgramallowsLutheremployeestoinstallLutherlicensedMicrosoftOfficeononehomecomputerforuseforworkpurposesonly.Budgetdirectorapprovalisrequestedpriortodistributionoftheinstallationmedia,and

asmallfeeforpurchaseoftheinstallationmediaandprogramadministrationischargedtodepartmentalaccounts.Moreinformationisavailableathttp://lis.luther.edu/WAH.

Windows Vista InpreparationfortheimplementationofWindowsVistaoncampus,severalonlinematerialswereproducedlateSpring2008.Theprimarylinkforthesematerialsishttp://helpdesk.luther.edu/go/vista

whichincludesgeneralinformationabouttheproduct,Luther’stime‐lineforimplementation,andadditionalmaterialsforbasicusage,networkprinters,networkshares,newfeatures,andsystemmaintenance.AQuickStartGuide(http://lis.luther.edu/files/images/Vista_QuickStart_Guide.pdf)was

alsoproducedtohelpfacultyandstaffreceivingVistabecomefamiliarwiththenewoperatingsystemfaster.Demonstrationsandhands‐ontrainingsessionsarebeingofferedtoaidinthetransitiontothenewoperatingsystem.

Mac OSX 10.5 Leopard WithApple’sintroductionofanewoperatingsystem,theexistingMacTraininginformationwas

updatedSpring2008toincludenewscreenprintsandcurrentinformation.DescriptionsandpicturesofthenewandenhancedfeaturessuchasStacks,Finder(SideBar,Spotlight,CoverFlowView),QuickLook,Spaces,Mail,TimeMachine,andiChatarediscussed.AQuickStartGuide

(http://lis.luther.edu/files/images/MacQuickStart_Guide.pdf)wasalsoproducedtohelpfacultyandstaffreceivingMacOSX10.5Leopardbecomefamiliarwiththenewoperatingsystemfaster.

Norse Apps SeveralonlinematerialswerecreatedtoaidintheimplementationofGoogleAppsforEducation,locallybranded“NorseApps”.Theprimarylinkforthesematerialsishttp://helpdesk.luther.edu/go/norseapps

andincludesinformationregardingtheadvantagesofNorseApps,Luther’stime‐line,themigrationprocess,andinformationontheindividualcomponents.NumerousNorseAppsdemonstrationsand


Training

hands‐ontrainingsessionshavebeenheldthisspringandwillcontinuetobehelduntilallfacultyandstaffaremigratedtoNorseAppsbytheendofthiscalendaryear.Inaddition,conversationshavebeen

heldwitheachfacultyandstaffpriortotheirconversiontoNorseAppstoaidthetransition.

LIS Training Website Updates AcompletelistoftheLISTraining(LIST)materialsthatwerecreatedand/orupdatedontheHelpDeskwebsiteincludesthefollowing.TheywereupdatedwiththehelpofLutherstudentworkersAaronHarpole(LISTrainingAssistant)duringthesummerof2007andCoryWagnerandCurtisYounkerduring

thespringof2008.Inaddition,FAQswerecreatedontheHelpDeskwebsiteforeachtopic.

Office2007 Access2007 Excel2007 PowerPoint2007 Publisher2007 Word2007 NorseApps NorseMail NorseChat NorseCalendar NorseDocs NorseSites Vista Vista‐Basics Vista‐NewFeatures Vista‐SystemMaintenance Vista‐ProductCompatibility(updatexls) BasicWebDesign MacWord2008 MacExcel2008 MacPowerPoint2008 MacOSXLeopard10.5 MacTraining‐Basics(updatedto10.5) MacQuickStartGuide MacDataBackups VistaQuickStartGuide VistaNetworkPrinters VistaNetworkShares VistaSystemMaintenance(PowerSettings)


User Systems

Introduction The2007‐2008academicyearwasfilledwithawidevarietyofprojectsforUserSystems.Afterabrief

descriptionofthestaffingandcomputermodelsfortheyear,afewofthemajorprojectsarehighlightedinthisreport.

Staffing LarrySikkink,UserSystemsAdministrator,returnedafterspendingthe’06‐‘07academicyearinDubai,

UAE.ToddMarkencontinuedinhisroleasUserServicesSpecialistthroughouttheentireyear.ColinSmithwashiredasatemporaryemployeetoassistwithtechnicalneedsduringLarry'sabsence,workingfull‐timeinUserSystemsuntilhemovedtocoveravacancyintheHelpDeskinJuly,2007.

Computer Models ThePCdesktopcomputersarecategorizedasalpha,beta,andgamma.Alphacomputersareforpositionsrequiringmorecomputingpowersuchas:webdevelopers,secretarialsupportstaff,programmersandsoftwaredevelopers,heavyMicrosoftAccessmanagers,heavyMicrosoftExcel

managers,videooraudioediting,ormultimediadevelopers/graphics.Thealphacomputersfor’07‐’08werethefollowing:

• DellGX520(P4/3.4Ghz)80GB1GB,DVDRW• DellOptiplex745(Core2Duo/2.13Ghz)80GB2GB,DVDRW• DellOptiplex755(Core2Duo/3Ghz)250GB2GB,DVDRW

Betacomputersareforpositionsrequiringlesscomputingpowerthanthealphacomputers,andmorecomputingpowerthangammacomputers.Thebetacomputersfor’07‐’08werethefollowing:

• DellGX260(P4/2.4Ghz)80GB256MBCD‐RW/DVDROM• DellGX270(P4/2.8Ghz)80GB512MBCD‐RW/DVDROM• DellGX280(P4/3.2Ghz)80GB512MBCD‐RW/DVDROM

Gammacomputersareforstudentworkerpositions.Thegammacomputersfor’07‐’08werethefollowing:

• WildRose(P4/1.6Ghz)40GB256MBCD‐RW

Laptopsarebecomingapopularitemforstaffaswell.Forthosewheretravelisnotarequiredpartofthejob,LIShasmadeanoptionforthedepartmenttoco‐paythedifferenceincostbetweenthelaptop

anddesktopmodels.


User Systems

Staff Rollout Machines for staff are upgraded year-around, and the schedule is planned such that each department will receive an upgrade every two years. The departments are divided in halves, and each half is upgraded on alternate years. These departments are upgraded on the even-odd budget years (i.e. ’07-’08):

AdministrativeServices AdmissionsOffice Alumni BookShop

CareerCenter CelebrationIowa CollegeMinistries CounselingDevelopment DiversityCenter HealthService HumanResourcesIntn'lStudies LIS(west) PostOffice Publications

PrintShop RegentsCenter ResidenceLife SportsInformationStudentLife WellnessCenter LIS‐HelpDesk(laptoppool)

Due to budget, staffing, and the prospect of buying a systems management solution reasons, the staff rollout was stalled for a portion of the ‘07-‘08 year. Only the Admissions, Alumni, Development, and LIS (west) departments were upgraded late in the academic year. The laptops harvested from those departments were used to refresh the Help Desk laptop pool. Those departments delayed will be picked up in the '08-'09 year, along with the regularly scheduled departments for that period.

Additional Projects TwoDellGX270Motherboardswererepairedatthecomponentleveltorestorethemtoworkingcondition.ApproximatelytwentyGX270powersuppliesandadozen15”ViewsonicLCDmonitorswererepairedtorestorethemtoworkingcondition–allatatotalcostlessthanasinglereplacementpower

supply.

MuchtimewasspentbecomingfamiliarwithIntel‐MacsandOSX(Leopard),MicrosoftWindowsVista,MicrosoftOffice2007/2008,andtheutilitiesinvolvedindeployinganupgradedworkstationtoauser.Proceduresweredevelopedandtestedtomakethefacultyrolloutscheduledforthesummerof2008

runassmoothlyaspossible.

Asearchwaslaunchedtoselectasystemsmanagementsolution(s)[theMIDASproject]toreducethetimeandeffortinvolvedinprovidingsoftwareupdates,patches,andfixestoourendusers.Thefield

wasnarrowedconsiderably,buttheprocesshastakenmuchlongerthanexpectedbecauseofthecomplexitymanyofthesesolutionsoffer.Forexample,someincludeextensivehelpdeskandinventorymodulesthatcouldreplaceTrack‐It!,andsomeincludetrainingmodulesand/orimagedeploymentas

additionalfeatures.Thecostsoftheseproductsalsoexceededourbudget.Plansareunderwaytomakethenecessarybudgetadjustmentsfor’08‐’09.


Help Desk Metrics

Quick Stats i • NumberofHelpDeskprofessionalstaff–5(4FTE)• NumberofHelpDeskstudentstaff–33• Numberofsummerstudentstaff–5(4FTE)

• Averagestudentworkhoursusedperweek‐270• NumberofworkordersenteredbyHelpDeskstaff–5056ii

o Percententeredbyprofessionalstaff–50o Percententeredbystudentstaff–50

• NumberofworkordersclosedbyHelpDeskstaff–2851iii

o Percentclosedbyprofessionalstaff–56o Percentclosedbystudentstaff–44

• PercentofworkordersstartedattheHelpDeskthatwerealsoclosedbytheHelpDesk‐56

• Numberofvideosshownoncampuscable–40• Numberoffacultyandstaffequipmentreservations–319• Numberofsheetsofpaperusedingeneralcomputinglabs–1.26millioniv

• Numberoflabprintertrayrefills–2580v• Numberofwikipagesmodifiedorcreated–210


Training Metrics

Training Time by Category (Chart and Stats)

Sum of Session Time Category Total Antispam 1.00 BlackBerry 1.50 Citrix 6.75 Data Backup 13.75 Getting the Most out of LIS 6.00 Getting to Know LIS 21.00 KATIE 97.50 Laptop Basics 1.00 Magnus 6.00 Moving to the Mac Platform 21.00 Network Places 0.50 Norse Apps 164.75 Norse Key Password Changes 7.00 Office 2000 62.75 Office 2007 150.75 Oracle Calendar 5.00 Personalized Training 2.00 Thunderbird 31.00 Windows Vista 16.00 (blank) 0.00

0.0020.0040.0060.0080.00100.00120.00140.00160.00180.00

Total

Total


Grand Total 615.25


Training Metrics

Training Count by Category (Chart and Stats)

Sum of #Trnd Category Total Antispam 1 BlackBerry 1 Citrix 12 Data Backup 15 Getting the Most out of LIS 6 Getting to Know LIS 6 KATIE 45 Laptop Basics 1 Magnus 6 Moving to the Mac Platform 21 Network Places 1 Norse Apps 129 Norse Key Password Changes 7 Office 2000 55 Office 2007 161 Oracle Calendar 6 Personalized Training 3 Thunderbird 41 Windows Vista 28 (blank) Grand Total 545

020406080100120140160180

Total

Total


Training Metrics

Training by Department for ’07‐’08

Dept Data Total Administrative Services Sum of Session Time 0.50 Sum of #Trnd 1 Admissions Sum of Session Time 25.00 Sum of #Trnd 27 Alumni Sum of Session Time 6.00 Sum of #Trnd 6 Athletics Sum of Session Time 4.75 Sum of #Trnd 6 Book Shop Sum of Session Time 12.50 Sum of #Trnd 12 Box Office Sum of Session Time 0.50 Sum of #Trnd 1 Campus Programming Sum of Session Time 1.50 Sum of #Trnd 2 Career Center Sum of Session Time 1.25 Sum of #Trnd 2 Dean's Office Sum of Session Time 1.50 Sum of #Trnd 2 Development Sum of Session Time 19.50 Sum of #Trnd 20 Dining Services Sum of Session Time 3.25 Sum of #Trnd 4 Education Sum of Session Time 33.00 Sum of #Trnd 22 English Sum of Session Time 4.25 Sum of #Trnd 6 Facilities Management Sum of Session Time 3.75 Sum of #Trnd 5 Financial Services Sum of Session Time 8.25 Sum of #Trnd 17 Human Resources Sum of Session Time 1.00 Sum of #Trnd 1 Information Technology Sum of Session Time 0.00 Sum of #Trnd 0 LIS Sum of Session Time 406.00 Sum of #Trnd 316 Mail Center Sum of Session Time 1.00 Sum of #Trnd 2 Mathematics Sum of Session Time 1.25 Sum of #Trnd 2 MIS Sum of Session Time 1.00


Sum of #Trnd 1 Modern Languages Sum of Session Time 4.00 Sum of #Trnd 5 Music Sum of Session Time 4.00 Sum of #Trnd 4 Paideia Sum of Session Time 1.00 Sum of #Trnd 1 Partners Sum of Session Time 1.25 Sum of #Trnd 1 Philosophy Sum of Session Time 2.25 Sum of #Trnd 3 Political Science Sum of Session Time 2.00 Sum of #Trnd 3 President's Office Sum of Session Time 1.50 Sum of #Trnd 3 Print Shop Sum of Session Time 1.25 Sum of #Trnd 1 Psychology Sum of Session Time 1.75 Sum of #Trnd 2 Recreational Sports Sum of Session Time 0.75 Sum of #Trnd 1 Registrar's Office Sum of Session Time 0.00 Sum of #Trnd Religion Sum of Session Time 7.50 Sum of #Trnd 7 SASC Sum of Session Time 4.00 Sum of #Trnd 8 Security Sum of Session Time 0.50 Sum of #Trnd 1 Student Life Sum of Session Time 1.50 Sum of #Trnd 2 Student Support Services Sum of Session Time 1.00 Sum of #Trnd 1 Theatre/Dance Sum of Session Time 1.00 Sum of #Trnd 1 Upward Bound Sum of Session Time 1.75 Sum of #Trnd 2 (blank) Sum of Session Time 42.50 Sum of #Trnd 44 Total Sum of Session Time 615.25 Total Sum of #Trnd 545

Training by Topic for ’07‐‘08 Topic Secondary Topic Data Total Access 2007 (blank) Sum of Session Time 10.00 Sum of #Trnd 10 Access 2007 - Training (blank) Sum of Session Time 2.00 Sum of #Trnd 2 Antispam (blank) Sum of Session Time 1.00 Sum of #Trnd 1 BlackBerry (blank) Sum of Session Time 1.50


Sum of #Trnd 1 Citrix (blank) Sum of Session Time 5.75 Sum of #Trnd 11 Mac Questions Sum of Session Time 1.00 Sum of #Trnd 1 Data Backup (blank) Sum of Session Time 2.75 Sum of #Trnd 4 Data Backup Training (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Data Backup Workshop (blank) Sum of Session Time 3.00 Sum of #Trnd 3 Excel (blank) Sum of Session Time 0.50 Sum of #Trnd 1 Excel 2007 (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Excel 2007 - Demo (blank) Sum of Session Time 0.00 Sum of #Trnd 0 Excel 2007 - Training (blank) Sum of Session Time 3.00 Sum of #Trnd 3 Excel 2007 Demo (blank) Sum of Session Time 0.00 Sum of #Trnd Excel 2007 Training (blank) Sum of Session Time 6.00 Sum of #Trnd 6 Getting the Most out of LIS (blank) Sum of Session Time 6.00 Sum of #Trnd 6 Getting to Know LIS - Faculty Workshop (blank) Sum of Session Time 21.00 Sum of #Trnd 6 Google Apps Demo (blank) Sum of Session Time 26.00 Sum of #Trnd 26 Google Apps Training for HD (blank) Sum of Session Time 0.00 Sum of #Trnd Google Docs Training (blank) Sum of Session Time 5.00 Sum of #Trnd 5 Google Mail/Chat/Cal Training (blank) Sum of Session Time 10.00 Sum of #Trnd 10 KATIE - Demo (blank) Sum of Session Time 3.00 Sum of #Trnd 3 KATIE - Faculty Workshop (blank) Sum of Session Time 73.50 Sum of #Trnd 21 KATIE - Training (blank) Sum of Session Time 1.00 Sum of #Trnd 1 KATIE - Workshop (blank) Sum of Session Time 1.00 Sum of #Trnd 1 KATIE Demo (blank) Sum of Session Time 5.00 Sum of #Trnd 5 KATIE Gradebook Demo (blank) Sum of Session Time 3.00 Sum of #Trnd 3 KATIE Gradebook Training (blank) Sum of Session Time 1.00 Sum of #Trnd 1 KATIE Gradebook Workshop (blank) Sum of Session Time 0.00 Sum of #Trnd 0


KATIE Training (blank) Sum of Session Time 5.00 Sum of #Trnd 5 KATIE Workshop (blank) Sum of Session Time 5.00 Sum of #Trnd 5 Laptop Basics (blank) Sum of Session Time 1.00 Sum of #Trnd 1 Magnus - Demo (blank) Sum of Session Time 4.00 Sum of #Trnd 4 Magnus - Training (blank) Sum of Session Time 2.00 Sum of #Trnd 2 Moving to the Mac Platform (blank) Sum of Session Time 21.00 Sum of #Trnd 21

MS Access File Management for the PC Sum of Session Time 1.50

Sum of #Trnd 1 (blank) Sum of Session Time 0.75 Sum of #Trnd 1 MS Excel MS Access Sum of Session Time 1.00 Sum of #Trnd 1 (blank) Sum of Session Time 51.00 Sum of #Trnd 42 MS Word (blank) Sum of Session Time 0.50 Sum of #Trnd 1 Network Places (blank) Sum of Session Time 0.50 Sum of #Trnd 1 Norse Apps (blank) Sum of Session Time 7.25 Sum of #Trnd 10 Norse Apps - Demo (blank) Sum of Session Time 49.00 Sum of #Trnd 49 Norse Apps - Faculty Workshop (blank) Sum of Session Time 49.00 Sum of #Trnd 14 Norse Apps - Training (blank) Sum of Session Time 18.50 Sum of #Trnd 15 Norse Key Password Changes (blank) Sum of Session Time 7.00 Sum of #Trnd 7 Office 2007 (blank) Sum of Session Time 50.75 Sum of #Trnd 58 Office 2007 - Demo (blank) Sum of Session Time 2.00 Sum of #Trnd 2 Office 2007 - Workshop (blank) Sum of Session Time 7.00 Sum of #Trnd 10 Office 2007 Demo (blank) Sum of Session Time 25.00 Sum of #Trnd 25 Office 2007 Training (blank) Sum of Session Time 1.00 Sum of #Trnd 1 Office 2007 Workshop (blank) Sum of Session Time 5.00 Sum of #Trnd 5 Oracle Calendar (blank) Sum of Session Time 5.00 Sum of #Trnd 6 Personalized Training (blank) Sum of Session Time 2.00 Sum of #Trnd 3 PowerPoint (blank) Sum of Session Time 7.50


Sum of #Trnd 8 PowerPoint 2007 (blank) Sum of Session Time 6.00 Sum of #Trnd 6 PowerPoint 2007 Training (blank) Sum of Session Time 4.00 Sum of #Trnd 4 Publisher 2007 (blank) Sum of Session Time 7.00 Sum of #Trnd 7 Thunderbird (blank) Sum of Session Time 27.25 Sum of #Trnd 37 Citrix Sum of Session Time 0.75 Sum of #Trnd 1 Oracle Calendar Sum of Session Time 2.00 Sum of #Trnd 2 Data Backup Sum of Session Time 1.00 Sum of #Trnd 1 Vista - Demo (blank) Sum of Session Time 0.00 Sum of #Trnd 7 Vista - Training (blank) Sum of Session Time 0.00 Sum of #Trnd 5 Windows Vista - Demo (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Windows Vista - Training (blank) Sum of Session Time 8.00 Sum of #Trnd 8 Word 2007 (blank) Sum of Session Time 7.00 Sum of #Trnd 7 Word 2007 - Training (blank) Sum of Session Time 7.00 Sum of #Trnd 7 (blank) (blank) Sum of Session Time 0.00 Sum of #Trnd Total Sum of Session Time 615.25 Total Sum of #Trnd 545

Work Orders COMPLETED ’07‐’08 by Type

Type Total AD 1880 AT 133 AV 597 AV 1 Call Pilot 63 Check-Out 310 DSL Modem 25 HD 2214 INV 161 Inventory - NFW 170 New Employee Setup 282 NS 467 Support 17


Telephone 630 Training 229 US 411 (blank) 599 Grand Total 8189

Training Metrics

Work Orders COMPLETED ’07‐’08 by Training

(Diane)

Type Total AD 1 HD 13 New Employee Setup 3 NS 8 Support 11 Training 186 US 15 (blank) 1 Grand Total 238

Work Orders COMPLETED ’07‐’08 of Type Training

Username Total ALDERCIN 1 ENRILU01 6 FORSYTAD 26 GOSSMAND 186 GULLICK 1 HUGHESMA 1 PUFFRO01 7 WEBBCA01 1 Grand Total 229

Work Orders OPENED ’07‐’08 by Type

Type Total AD 1891 AT 127 AV 595 AV 1 Call Pilot 65 Check-Out 318


DSL Modem 26 HD 2183 INV 148 Inventory - NFW 464 New Employee Setup 248 NS 550 Support 17 Telephone 631 Training 236 US 439 (blank) 656 Grand Total 8595

Work Orders OPENED ’07‐’08 by Training

(Diane)

Type Total AD 19 AV 6 HD 38 INV 2 NS 16 Support 6 Telephone 2 Training 72 US 42 (blank) 40 Grand Total 243

Work Orders OPENED ’07‐’08 of Type Training

Username Total ALDERCIN 2 ARPCH01 12 BASSSC01 1 BAUMAN01 1 BAUMMA04 19 BHATSA01 2 BROMDO01 3 BRUFJO01 2 BUTCCL01 2 COMPBR01 5 FRANJA03 1 GOSSMAND 72 GULLICK 2 HARPAA01 9


HAZEBR01 3 HUGHESMA 19 JONEMA06 7 KITCRY01 1 LUNSBE01 1 LYTTAN01 2 OLSONAND 17 RUBIJO01 7 RUGGRY01 5 SCHAMI02 2 SMITCO01 4 SMITHDEB 1 SMOLJA01 1 TAPIAN01 1 THOMKA06 6 THOMKR04 1 UHLEBR01 5 VAALCH01 2 VAITJA01 1 WAGNCO01 1 WEBBCA01 11 WELTBR01 1 ZAFFAN01 4 Grand Total 236


User Systems Metrics

Departments affected by the ’07‐’08 Staff Rollout and the number of computers in each department Departments Upgraded Grand Total

Admin‐AdmissionsOffice 30

Admin‐Alumni 10Admin‐Chips 6

Admin‐Development 23Admin‐LIS 47

Admin‐Publications 9Grand Total 125

Departments yet to be Upgraded Grand Total

Admin–AdministrativeServices 3Admin‐BookShop 12

Admin‐CareerCenter 9Admin‐CelebrationIowa 2

Admin‐CollegeMinistries 10

Admin‐Counseling 5Admin‐DiversityCenter 5

Admin‐HealthService 4Admin‐HumanResources 3

Admin‐InternationalEducation 6

Admin‐InternationalStudies 4Admin‐MailCenter/SPO 4

Admin‐President'sOffice 3Admin‐PrintShop 5

Admin‐RegentsCenter 13Admin‐ResidenceLife 17

Admin‐SportsInformation 1

Admin‐StudentLife 12Admin‐Wellness 4

Grand Total 122



User Systems Metrics LIS Inventory Stored in Olin B11 as of June 12, 2008 Description # Comments

Dell GX270 4 For reassignment as a beta workstation.

eMac 9 For reassignment.

CRT Monitors (19”) 10 For auction or Upward Bound.

CRT Monitors

(15” & 17”)

25 For replacement of existing monitors, auction, or Upward Bound.

8xxx series Laserjets 7

4xxx series Laserjets 17

4 series Laserjets 14

* Not all equipment is functional. Non-functional equipment is taken to Spectrum as it is found to be non-functional.

Work Orders COMPLETED ’07‐’08 by Type Type/Dept_Num Total AD 1880 Acad 204 Admin 1412 Student 32 (blank) 232

AT 133 Acad 91 Admin 11 Lab 2 LIS 1 Student 19 (blank) 9

AV 597 Acad 224 Admin 250 Lab 5 Printer 1 Scanner 1 Student 90 (blank) 26

AV 1 Admin 1

Call Pilot 63 Acad 24


Admin 15 Student 22 (blank) 2

Check-Out 310 Acad 122 Admin 160 LIS 4 Student 15 (blank) 9

DSL Modem 25 Acad 1 Admin 1 Student 20 (blank) 3

HD 2214 Acad 739 Admin 788 Kiosk 3 Lab 87 LIS 1 Podium 3 Printer 25 Scanner 1 Student 389 (blank) 178

INV 161 Acad 59 Admin 56 Lab 11 Podium 1 Printer 2 Research 1 Student 8 (blank) 23

Inventory - NFW 170 Acad 21 Admin 132 Lab 10 Podium 3 Printer 1 Projector 1 Research 1 (blank) 1

New Employee Setup 282 Acad 30 Admin 31 Student 6 (blank) 215

NS 467 Acad 102 Admin 154 Lab 1 LIS 1


Student 133 (blank) 76

Support 17 Acad 7 Admin 8 (blank) 2

Telephone 630 Acad 132 Admin 209 Lab 2 Student 225 (blank) 62

Training 229 Acad 91 Admin 130 Student 2 (blank) 6

US 411 Acad 131 Admin 199 Lab 22 LIS 1 Printer 8 Student 10 Switch 1 (blank) 39

(blank) 599 Acad 146 Admin 337 Lab 6 LIS 1 Printer 3 Student 45 (blank) 61

Grand Total 8189

Work Orders COMPLETED ’07‐’08 of Type User Systems User Total ALDERCIN 1 ARPCH01 1 BLAKEDEN 1 ERICKSRO 1 GOSSMAND 15 GULLICK 1 HUGHESMA 3 JONEMA06 2 MARKENTO 43 OLSONAND 1 SIKKINLA 296 SMITCO01 21


STUCKMCH 1 WEBBCA01 3 WOMELDLA 21 Grand Total 411

Work Orders COMPLETED ’07‐’08 by User Systems (Larry,Todd)Type Total HD 27 INV 6 Inventory - NFW 5 New Employee Setup 87 Support 3 US 339 (blank) 54 Grand Total 521

Work Orders OPENED ’07‐‘08 by Type Type/Dept_Num Total AD 1891 Acad 205 Admin 1426 Student 31 (blank) 229

AT 127 Acad 88 Admin 10 Lab 1 Student 16 (blank) 12

AV 595 Acad 224 Admin 250 Lab 5 Printer 1 Scanner 1 Student 89 (blank) 25

AV 1 Admin 1

Call Pilot 65 Acad 24 Admin 17 Student 22 (blank) 2

Check-Out 318 Acad 125


Admin 162 LIS 4 Student 18 (blank) 9

DSL Modem 26 Acad 1 Admin 1 Student 21 (blank) 3

HD 2183 Acad 718 Admin 784 Kiosk 3 Lab 87 LIS 1 Podium 3 Printer 25 Scanner 1 Student 386 (blank) 175

INV 148 Acad 58 Admin 46 Lab 11 Podium 1 Student 8 (blank) 24

Inventory - NFW 464 Acad 279 Admin 164 Lab 7 LIS 4 Podium 3 Printer 2 Projector 1 Research 1 (blank) 3

New Employee Setup 248 Acad 13 Admin 28 Student 7 (blank) 200

NS 550 Acad 132 Admin 185 Lab 1 LIS 1 Student 139 (blank) 92

Support 17 Acad 7 Admin 9 (blank) 1


Telephone 631 Acad 132 Admin 210 Lab 2 Student 225 (blank) 62

Training 236 Acad 100 Admin 127 Student 2 (blank) 7

US 439 Acad 142 Admin 210 Lab 24 LIS 2 Printer 11 Student 13 Switch 1 (blank) 36

(blank) 656 Acad 170 Admin 366 Lab 6 LIS 1 Printer 4 Student 44 (blank) 65

Grand Total 8595

Work Orders OPENED ’07‐’08 of Type User Systems Username Total ALDERCIN 74 ARPCH01 20 BAUMMA04 11 BROMDO01 7 BRUFJO01 1 BUTCCL01 16 CLARRO01 1 COMPBR01 7 ENRILU01 12 FRANJA03 2 GOEDE 1 GOSSMAND 26 GULLICK 9 HARPAA01 10 HAZEBR01 8 HUGHESMA 34 JONEMA06 24 JOSHUJ01 2 LUNSBE01 1 LYTTAN01 13


MARKENTO 1 OLSONAND 25 PUFFRO01 3 ROOTKE01 2 RUBIJO01 3 RUGGRY01 1 SCHAMI02 4 SIKKINLA 15 SMITCO01 39 SMITST01 1 SMOLJA01 1 TAPIAN01 3 THOMKA06 2 THOMKR04 2 TRUOHU01 1 UHLEBR01 1 VAALCH01 3 VAITJA01 6 VEEDERJA 2 VETHLE01 1 WAGNCO01 6 WEBBCA01 26 WELTBR01 7 YOUNCU01 1 ZAFFAN01 4 Grand Total 439

Work Orders OPENED ’07‐’08 by User Systems (Larry,Todd)Type Total AD 1 HD 4 INV 2 Telephone 1 US 16 (blank) 40 Grand Total 64 iMostfiguresreflectstatisticsgatheredinthetimeperiodbetweenJune1,2007–May30,2008unlessnoted

otherwise.

iiTotalsdonotincludeHelpDeskAV.Itisestimatedthatcloseto75%ofsupportprovidedbytheHelpDeskisuntrackedbyworkordersbecausetheproblemsareresolvedatfirstpointofcontact(phone,email,andwalk‐in

support).

iiiTotalsdonotincludeHelpDeskAV.Itisestimatedthatcloseto75%ofsupportprovidedbytheHelpDeskisuntrackedbyworkordersbecausetheproblemsareresolvedatfirstpointofcontact(phone,email,andwalk‐in

support).


ivBasedonapproximateconsumptionof6fullpalletsofpaper.

vBasedontotalpaperconsumed.ActualvisitsbyHelpDeskstaffismoreaccuratelyapproximatedto1500.

Documents

Annual Report Library and Information Services – User ... · User Services Annual Report 2008 Page 1 Annual Report Library and Information Services – User Services June 1, 2007