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P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y

M O N T H L Y R E P O R T

Table of Contents

Partnerships...................2

Leadership....................3

Upcoming Events.........4

Faculty Spotlight..........5

Did you know...?..........6

Benchmarks &

Accountibility...............7

Information Technology

Pepperdine Help Desk

Available 24/7

(310) 506-HELP or

(866) 767-8623

IT Website

community.pepperdine.edu/it

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INSIGHT | NOVEMBER | 2012

N O V E M B E R / 2 0 1 2P A R T N E R S H I P S

CIO Strategic Alliance to Discuss the Future of Technology at PepperdineChief Information Officer (CIO) Jonathan See is forming a CIO Strategic Technology Alliance (CIO-STA) to

engage in discussions and decision-making on technology issues at Pepperdine. Additionally, the alliance

will assess technology trends happening in academia and offer counsel on whether these technologies are

appropriate for the University and its Strategic Plan.

Representatives will be chosen from the faculty, staff, and student bodies of Pepperdine’s five schools and

major areas. They will meet periodically throughout the year.

“This Alliance is an opportunity for all five schools and major university areas to meet and discuss

the future of technology at Pepperdine and how it will affect not only our students and aca-

demia, but our workplace too.” - Jonathan See, CIO

P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y

M O N T H L Y R E P O R T

Office of CIO Presents the Benefits of a Centralized CRM Tool to the University

Constituent relationship management (CRM) tools are used by many universities to help manage student

recruitment efforts. Not only do these tools allow a university to tailor their communication efforts to each

student, but they’re able to track a student’s progress throughout their college life, into graduation, and

beyond.

Centralizing a CRM tool like this at Pepperdine can present many opportunities beyond just recruitment ef-

forts. On Tuesday, November 27, the Office of the Chief Information Officer is hosting a presentation on the

benefits a centralized tool would bring to all schools and major areas as well as what would be involved in

implementing this at the University.

Continued on next page

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INSIGHT | NOVEMBER | 2012

Currently, the Graduate School of Business and Management, the Graduate School of Educa-

tion and Psychology, and Seaver College are all using different CRM recruitment tools.

“Moving to a centralized system could present cost-effective opportunities for the

University. It can streamline our business processes so that we can focus on building

meaningful relationships with our students from the beginning and investing contin-

ued support throughout their experience here at Pepperdine. Thus, building a com-

munity of passionate alumni.”

- Jonathan See, CIO

During the presentation on November 27, See and his team hope to work with meeting attend-

ees to create a common vision and plan to implement a CRM solution that will give leverage to

the Strategic Plan.

IT Staff Fulfill Strong Leadership Roles in Enterprise Information SystemsL E A D E R S H I P

Information Technology (IT) is pleased to announce that Tim Bodden has been promoted to asso-

ciate director of Enterprise Information Systems (EIS). Over the past year, Tim has performed many

of the duties previously assigned to the associate director of EIS. Tim’s handling of the upgrades

clearly demonstrates his ability to manage large projects across multiple functional areas.

Hector Ramirez has been promoted from lead PeopleSoft application developer to senior lead

application developer. Hector will take on some of the functional responsibilities within People-

Soft Finance in addition to his current development roles. Hector has a strong relationship with

Finance and a history of delivering on complex and large development projects.

Ronit Weiss and Ryan Kim have both been promoted from senior PeopleSoft application devel-

opers to chief PeopleSoft application developers. Ronit will continue to focus on development

with the Student and Portal areas of PeopleSoft in addition to major PeopleSoft projects. Ryan will

continue on as the technical team lead for the PeopleSoft project.

Sridevi Gopalakrishnan joined the EIS team as lead ERP developer on October 15th. She will pro-

vide technical support our PeopleSoft HR, Benefit, and Payroll module. Before joining EIS, Sridevi

has been working as a PeopleSoft technical consultant for nearly six years and during her last

project, she helped one of their clients in financial industry going live with HCM 9.0 implementa-

tion. She comes on board with extensive experience of supporting PeopleSoft HCM modules. EIS

is pleased to have her on board and eager to see Sridevi’s positive contributions to the team and

the University.

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INSIGHT | NOVEMBER | 2012

Eighteen IT Staff Members Recognized at Pepperdine’s Honors EventOn Thursday, November 1, many Pepperdine faculty and staff were recognized for their years of

service to the University, its students and greater community, and its mission. This year, Informa-

tion Technology had 18 staff members who were acknowledged. Their combined time of service

equals to 160 years! IT would not be where it is today without the dedicated individuals who make

up this division.

2012 Honorees:

5-Year Honorees: Brian J. Bowen, Lance B. Coert, Enrique A. Cortez, Horacio B. De La Rosa, Rinn

Nicole Dow, Mark R. Giglione, Peter Kain, Shu Chi Liou, Jose Munoz, Vixay Suphasiri, and

Ronit Weiss

10-Year Honorees: Brian M. Aasen, Raphael J. Norton, Kevin G. Phan, and Novita Y. Rogers

20-Year Honorees: Jerry L. Hoover and Ronn A. Stinson

25-Year Honorees: Rita Schnepp

Remote Support Tool Better Assists Community with Technology RequestsIn November, IT will be introducing a new tool called the Remote

Support Tool, which will help IT staff better support the community

(students, faculty, and staff) with technical requests from anywhere

across campus networks or the Internet.

The Remote Support Tool works by utilizing a remote assistance and

screen-sharing software that allows IT staff to reach a user where they

need help, providing a more timely and efficient technology support service.

Members of the community who need technology assistance will log their technical issue with

the Pepperdine Help Desk or fill out the Technology Request Form. If the technology issue re-

quires the use of the Remote Support Tool, the IT support staff will ask the user if they would like

to start a remote support session. They will then be guided through simple instructions on how to

use the Remote Support Tool.

L E A D E R S H I P

U P C O M I N G E V E N T S

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INSIGHT | NOVEMBER | 2012

Keynote Speaker Announced for Technology and Learning Faculty ConferenceF A C U L T Y S P O T L I G H T

The Technology and Learning group is pleased to announce Dr. Mi-

chelle D. Miller as keynote speaker for the 2013 Technology and Learn-

ing Faculty Conference to be held on Wednesday, February 13, 2013

at the West Los Angeles campus.

Dr. Michelle D. Miller is a cognitive psychologist and professor from

Northern Arizona University (NAU). Her academic specialties include

working memory and memory encoding, which she has combined

with technology-enhanced pedagogy to investigate ways to make

teaching more effective. This journey has led her to become an estab-

lished expert on course redesign in higher education. In 2007, Miller was

selected as a National Center for Academic Transformation Redesign Scholar. She has conduct-

ed workshops and consulting work on course redesign at many institutions. Aside from being a

professor, Miller serves as co-chair to NAU’s First Year Learning Initiative and is director of its Course

Redesign Initiatives.

Miller published an article in Change: The Magazine of Higher Learning on the cognitive advan-

tages of instructional technologies, followed by a review article in College Teaching that laid out

fundamental knowledge about memory theory, applications to college teaching and predictions

for future trends in this area. This article gained national and international exposure when it was

the focus of a two-part series by columnist James Lang of The Chronicle of Higher Education.

To learn more about the 2013 Technology and Learning Faculty Conference or to register, please

visit http://community.pepperdine.edu/techlearn/events/conference/

Michelle D. Miller, Ph.D.Northern Arizona University

Faculty Grant Applicants Increased from Last Year

The deadline for the FY13 IT Grants for Faculty program closed on October 19. Last year, nine pro-

posals were received. This year nineteen submissions were received from Pepperdine faculty from

each school. While only three schools were represented last year, applicants hailed from every

school this year.

The program was established by the offices of the Provost and the Chief Information Officer to as-

sist faculty who explore new ways to integrate technology into their teaching or study other ways

to improve student learning. Grant proposals are currently will being reviewed and awards will be

announced by December 1, 2012.

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INSIGHT | NOVEMBER | 2012

Simpler Got Some UpdatesD I D Y O U K N O W . . . ?

On Friday, October 26, Simpler underwent some technical upgrades by the vendor that changed

some of the aesthetics within the tool. The basic functionality of Simpler stayed the same; however,

there are some slight changes to the colors of icons and rows in the tool. Below are a few changes

that will make the tool more easy to use.

Ability to arrange the order of rows/fields

Better distinction between rows with alternating colors and a scrollbar for easier viewing

If you have any questions about the changes, please call the Help Desk (x4357) or fill out the

Technology Request Form.

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INSIGHT | NOVEMBER | 2012

B E N C H M A R K S & A C C O U N T A B I L I T Y

Pepperdine Help Desk

During October 2012, there were 1295 requests for support managed through the Help Desk.

Of these requests, 57 percent were resolved within two days and 83 percent were resolved in

fewer than five days. The average wait time for individuals calling the Help Desk was 25 seconds.

Seventy-eight percent of requests were resolved by the Help Desk on the first call.

Online Requests

In October 2012, there were 294 additional requests for support managed through online web

request forms. The top two types of online requests were: audio visual service (69) and network

resources request (54).

Help Desk User Survey

Through an automated feedback process, all Help Desk callers have the opportunity to com-

plete a web-based satisfaction survey. In October 2012, 138 (11 percent) of 1237 survey requests

sent to customers were submitted. The four-question survey uses a “1 to 5” sliding scale with “4.00-

5.00” equal to Excellent.

S u b s c r i b e o r T e l l U s W h a t Y o u T h i n k

Do you know someone who would benefit from reading IT’s InsighT Report or do you have a ques-

tion or comment about the report? Drop us a line at techcomm@pepperdine.edu.