2021年度报告
信息服务 is a strategic asset for 威尼斯人娱乐城’s missions of teaching and learning, research, service and economic development. We continued to make progress toward our defined goals and this document details the progress we have made during the second half of 2021.
During the last six months of 2021, 25,000 legacy student, staff, faculty and resource accounts were removed from Microsoft 365 as part of a cleanup process. 威尼斯人娱乐城 updated or moved hundreds of active directory objects as part of the move to one consolidated UM System domain. Going forward all new computers will be joined to the new domain.
支持服务
客户满意度
During the last 6 months of 2021, IS Support Services saw a reduced number of requests compared to previous years, returning to pre-pandemic levels of requests. The total number of requests for this period was 11,447, which is a little higher compared to the 2018 pre-pandemic period. The most requested areas for support were related to Office 365 and Multi-Factor Authentication.
- 客户满意度继续保持在极高水平。 Over the last six months, Support Services has a 98.41% Very Satisfied rating. The following chart represents customer satisfaction data
collected from 288 surveys completed for Support Services during this period. - 远程支持通过电话、电子邮件和在线web提交处理了11,447个帮助请求。 这些数字略高于大流行前的水平。
Office 365 /项目
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Worked with other campuses to develop documentation and policies around the use of O365.
- Updated webpage as new applications and programs became available.
- Assisted Faculty and Staff with how to take advantage of O365 Worked with other campuses to develop documentation and policies around the use of O365.
- Updated webpage as new applications and programs became available.
- 协助教职员工如何利用O365。
Worked with UM System to clean up nearly 25,000 old student email accounts. This was a significant project as historically students were able to continue using their email well past being affiliated with 威尼斯人娱乐城. - 识别并升级任何遗留Outlook客户端，以确保用户可以继续使用电子邮件。
重新调整IT服务协议/项目
During this period IS reviewed all custom services for Academic Units across campus. Individual meetings with each Unit to review their current services and identify any new services or gaps in services will occur in the following period.
This ensures that IS can provide the services needed for each unit and that expectations on service levels are being met or exceeded.
IS continues to work with Administrative units to implement RIM and have a consistent process across campus units.
猫鼬研究-节奏
节奏是威尼斯人娱乐城批准和推荐的短信解决方案。 This gives any department texting capabilities to better communicate with students, faculty, or staff.
During the last period Support Services worked with Mongoose Research, maker of Cadence, and the project management team to support the onboarding of new groups into Cadence and provide general support.
In addition, a new website was created to provide general information and helpful links for more in-depth information.
查
查 is the IT Service Management system used across UM System to allow Faculty, Staff, and Students to report service incidents and request new services. Over the past 6 months we have implemented a new method for reporting incidents and service requests by ingesting emails sent to the techsupportcenter@umkc.edu mailbox directly into 查. This new method has been used to report over 1600 incidents and service requests.
支援服务项目
活动目录
Over the last 6 months we have begun transitioning the management of our mobile devices, such as iPads and iPhones, from VMware Workspace ONE UEM (prev. AirWatch)到Jamf Pro。 This transition will allow us to consolidate the management of Apple products under one management solution and eliminate the need for a dedicated solution for managing mobile devices. We plan to have this transition completed by the end of FY23.
RooLabs / RemoteLabs
我们继续使用在线RooLabs为学生提供免费的远程访问实验室软件。 This allows Students to access standard and specialized software that is normally available only on campus from anywhere and on most computing devices.
With the full re-opening of the student computer labs, we have leveraged RooLabs Online to enable after-hours remote access to the General Use and many departmental labs.
During August, the Remote Labs servers were migrated to the UM-AD domain and updated with the latest versions of their deployed software. This included 9 servers and nearly 100 software updates.
网站/报告
Performed regular website updates and maintenance, including the creation of a new email landing portal and updated FAQs.
Many reports were updated and created during this period, including leveraging PowerBI to provide data from within 查.
微软SCCM
Continue to use Microsoft’s SCCM as our primary asset management tool and our preferred method of software installation. Specifically, over the last 6 months we have used SCCM to upgrade over 3,500
computers to Windows 10 20H2 using a new self-service upgrade.
This new self-service upgrade 22 信息服务 Accomplishments January - June 2021 process allowed Faculty and Staff to choose when the upgrade would run, minimizing disruptions to work, and increasing the adoption rate of the upgrade.
During this period, the SCCM environment was migrated to the UM-AD domain in preparation for faculty and staff computer migration. This migration required the setting up of new servers and moving 624 software packages and 5471年 clients.
Adobe Creative Cloud
Continue to leverage RooLabs Online to offer Adobe Creative Cloud to students who may not otherwise have access to this software.
Worked with Arts and Sciences to provision student licenses of Adobe software for their students that need it for curriculum.
开始致力于Adobe Creative Cloud的UM系统更新。 Further negotiations will happen in the next period.
技术管理服务
P174 – SCE Educational and Research Center
IS completed the installation of A/V equipment in 9 classroom/collaboration spaces, signage locations, and a new CBORD access and surveillance system along with the conversion of existing Lenel systems to CBORD in Flarsheim Hall before construction. This project was completed and closed during this review period.
P384 – Inter-Campus Network Upgrade
UM system-wide Information Technology –Infrastructure and Architecture Committee has recommended evolving the network that is connecting UM System universities and the MORENet consortium to eliminate the existing custom UM network infrastructure in favor of a standard topology, lowering costs, simplifying management, and reducing the current barrier to performance. During this review period, MORENet brought up the 100 GIG links and completed campus cutovers for all campuses by 10/10/2021.
P412 – Student Union Displays
IS added signage displays to Baja Fresh and the pop-up location next to Chick-Fil-A in the student union at the request of Sodexo and David Babcock. 3 displays and a network jack were installed at Baja Fresh and 2 displays and a network jack were installed at the pop-up location before the start of the Fall 2021 semester. 该项目在本审查期间完成并结案。
P409 – Cadence Mongoose Implementation
威尼斯人娱乐城 信息服务 purchased the Cadence Mongoose texting solution for the 威尼斯人娱乐城 campus. A PM was assigned to coordinate implementation, including onboarding initial user groups, and helping to establish policies and best practices. During this review period, onboarding was handed over to the 信息服务 Support Services team, and the project was closed.
P374 – Starfish Analytics
密苏里大学系统购买了海星分析系统供所有系统校园使用。 As described on the Starfish website: "Starfish Analytics is a cohesive suite of tools and services designed to transform campus-wide Student Success using data, analytics and intervention management. Starfish Analytics is fully integrated into the Starfish application, driving tactical action and enabling strategic planning views of student success." This project will work with cross-functional teams to implement Starfish Analytics at the 威尼斯人娱乐城 campus. During this review period, the Information Access team worked with Starfish to start implementing the sustainable 信息服务 Accomplishments January – June 2021 33
architecture environment. The Governance and Functional teams began identifying the next steps, and the team met with UMSL counterparts to share knowledge.
P380 – Bloch Heritage Hall Renovation
这是一个由政府资助的项目，旨在彻底翻新布洛赫遗产大厅。 The IT/AV scope includes an upgrade of the network infrastructure of the building, IT closet builds, and ILE technology updates to the classroom and spaces in the building. During this review period, IS demoed telecom closets and networking equipment from the building, tracked the contractor's progress on the building renovation and designers began to coordinate A/V wants and needs with the client and put together a design. During the next review period, IS will look for A/V budget approval from the client, order A/V equipment, begin the initial infrastructure scope for cabling and continue to track GC progress.
网络架构与安全
- 升级校园iGATE路由器
- In collaboration with MoreNet and the other UM System schools, 威尼斯人娱乐城 continues work to upgrade the inter campus connections from a 10 to 100GB network. The project is scheduled to be completed late summer or early fall 2021.
- 更新Eduroam校园连接信息和文档
- 将Cisco物理防火墙迁移到Cisco虚拟防火墙
- 对Fortinet防火墙进行集中监控管理
安全
Network Architecture is responsible for the installation and maintenance of departmental-level firewalls. These firewalls protect specialized hardware or data (HIPPA, PCI, etc.) in specific locations across the 威尼斯人娱乐城 network. 活动包括维护设备固件和安全规则。
Equipment managed
o Cisco physical firewalls = 7
o Cisco virtual firewalls = 15
o Fortigate physical firewalls = 19
声音的活动
- Started Dental School student – Jabber Softphone pilot
- 语音网关软件升级
- 42信息服务成就2021年7月至12月
- 语音路由器软件升级
- 为思科统一联络中心服务器安装最新的安全补丁
- 将Jabber软电话客户端升级到校园范围内的14.0版本
信息访问
数据库服务器的设计、实现和管理
- Continual performance tweaks and SQL query tuning tasks for the HealthFacts research database
- Administration and support of the central campus secured external-facing Oracle server for third
party vendor data collaboration - 为第三方供应商Civitas提供持续支持，以实现对校园资源的必要访问
- 管理和支持所有威尼斯人娱乐城警察局数据库服务器实例
- Administration and support of the 威尼斯人娱乐城 Counseling, Health, Testing & Disability Services SQL
Server
软件设计与开发
为软件应用程序、网站和服务提供维护和支持，包括：
- 威尼斯人娱乐城自动/散装箱配置
- 开始回复
- 变更管理和中断
- DB追踪
- 商务旅行申请
- 威尼斯人娱乐城 PD财产登记
- 搜索和查询
- RadioGoldin – 威尼斯人娱乐城 Library Radio Program Database
软件管理
为以下项目提供软件工程和项目管理资源：
- WordPress网站设置和管理
- 每周终止报告处理
- 布洛赫学校网站管理
- 信息系统网站管理
扫描服务
根据各部门的评估扫描数据，生成各部门的详细报告。
Exams Scanned:
College of Arts and Sciences - 51
Henry W. Bloch School of Management – 20
Law School – 12
Biological Sciences – 75
扫描的考试总数：158
基础服务
IS基金会服务（ISFS）提供安全、专业管理的数据中心，以满足威尼斯人娱乐城学术和行政单位日益增长的信息技术（IT）需求。 ISFS作为400多个服务器的主要系统管理员，并为校园IT联络员提供协助和技术支持。
- Worked with Campus Facilities Management (CFM) to perform generator/UPS test of both data center sites and fire suppression test of SmartRow
- 修补CommVault基础设施，作为log4j漏洞缓解的一部分
- Deployed and supported a new high-end local research workstation and Google Cloud Platform (GCP) VM related to a genomics research project for the School of Dentistry
- 为MIDE和护理部署了新的Linux研究工作站
- 修复并关闭了522个支持单。 Ticket completion times continue to be held low, and customer surveys results show very high satisfaction rates
- Designed, deployed, and supported the online SCE 安全 Cybercamp infrastructure using Ansible, Guacamole, Kali Linux, and Windows 10.
- Developed a custom framework for populating contact objects in Cadence Mongoose for use in enterprise texting
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