Information
Technology Activity
Contact Information
Technology
Anytime Support Desk
Available 24 hours a day,
7 days a week
(310) 506-HELP (4357)
or (866) 767-8623
Technology and Learning
for Faculty
http://services.pepperdine.
edu/techlearn/
techlearn@pepperdine.edu
Office of the Vice
Provost and Chief
Information Officer
(310) 506-4501
Request IT Services
http://services.pepperdine.edu/
it/forms
and Status Report
February 2011
Announcements for Faculty and Staff Meetings
Newly Designed Faculty Hiring Module Goes Live. On
January 31, Enterprise Information Systems (EIS) and Human Resources
(HR) released the newly redesigned faculty hiring module in WaveNet. This
project, which consisted of redesigning the Faculty Contract Database in
PeopleSoft, was the largest bolt-on ever created for WaveNet. Team
members including Carla Anderson (HR), Larissa Robinson (HR), Colette
Frazier (HR), Ryan Kim (EIS) and Jackie Paicius (EIS), worked together to
redefine the business process and establish one process for all campuses.
Their collaboration led to newly created features such as a faculty
information page, a contract roster, and the ability to recall and clone
contracts. To learn more about the module contact Jackie Paicius at
jackie.paicius@pepperdine.edu.
Technology and Learning Group to Host Webinar on
Hybrid Classroom Learning. On March 24, Pepperdine IT’s
Technology and Learning group invites faculty to participate in a webinar on
hybrid learning, a learning module that combines online learning with face-
to-face lectures. Hybrid learning classrooms are one of the fastest-growing
delivery modes in higher education. This webinar will cover the hybrid
learning model and will give an overview of the 21st-century learner. IT
purchased a site connect license for this webinar. To learn more or to
register for this event visit http://services.pepperdine.edu/techlearn/
events/ or contact Hong Kha at hong.kha@pepperdine.edu.
1 Information Technology Activity and Status Report, February 2011
TechQual+ 2011 Survey to be Released in Early March 2011. This March, Information
Technology will release the 2011 TechQual+ survey to a randomly selected group of faculty, staff, and
students. TechQual+ is a national higher education survey instrument, which measures community
satisfaction with university technology services. More information about the TechQual+ survey
instrument is available at www.techqual.org.

Results from this survey are used to develop technology strategies, assess priorities, and monitor the
effectiveness of technology services. Past TechQual+ surveys have led to IT initiatives including
upgrading wireless capabilities at all Pepperdine campuses, expanding training resources by introducing
Lynda.com and adding more workshops offered by the Learning and Technology group. 

Administrative Support for Schools

iPad Research Initiative Completes its First Term. In fall 2010, Information Technology
launched a three-term iPad research study at Pepperdine University to determine the effectiveness of
the iPad as a teaching and learning tool. During the fall 2010 term, the research team sought to inform
the study by first identifying how the iPad is used by students and faculty. Data was collected from pre
and post-term surveys, focus groups, classroom observations, and interviews with faculty members. Data
from the first term is still being assessed by the research team. To learn more about the iPad project visit
http://services.pepperdine.edu/techlearn/tools/ipadresearch.htm or email Hong Kha at
hong.kha@pepperdine.edu.

Seaver Students Join Pilot Group to Test MyApps. Information Technology has been
progressing in its efforts to virtualize software applications at the University, a project known as MyApps.
Virtualization of applications such as Microsoft Word, Excel, PowerPoint, and Outlook will help the
University save money on software licensing fees and allow mobile users to access these applications
online anywhere, anytime. IT has created several student pilot groups to test MyApps; this semester a
Seaver pilot group will be utilizing Microsoft Excel through MyApps. For questions about software
virtualization, please contact Thomas Hoover at thomas.hoover@pepperdine.edu.

Did You Miss a Courses Workshop? Not to worry, Technology and Learning group offers many
workshops and seminars throughout the year that cover Courses, Google Docs, and more. To see
upcoming seminars and events visit http://services.pepperdine.edu/techlearn/events/. For questions or
more information contact Technology and Learning at techlearn@pepperdine.edu.

Administrative Support for the University

Microsoft Office 2010 and 2011 are now Available to Faculty and Staff. As of
January 24, Information Technology has made available the newest Microsoft Office 2010 and 2011 to
all faculty and staff. The University community can now upgrade to either Office 2010 for Windows or
Office 2011 for Mac. Members of the faculty and staff are not required to upgrade to the new version,
however it is greatly encouraged to improve compatibility of Microsoft Office documents shared among
users. Free preview sessions will be offered throughout February for those who would like to learn
about the benefits of the newest Office versions. For details about the preview sessions please
visit http://services.pepperdine.edu/it/training/.

2 Information Technology Activity and Status Report, February 2011

Launch of the One Card Web Deposit Site Successful. On January 12, Information
Technology launched the One Card Web Deposit site (webdeposit.pepperdine.edu) to the Pepperdine
community. This free online service allows all students, faculty, and staff to conveniently deposit money
on their Pepperdine ID card accounts anytime and anywhere. Users can view their account balances,
transaction history, and report lost or stolen cards all via the site. The new card service was well
received; first week deposits reached $11,000. This new service will soon replace all wall-mounted cash
machines and the manual deposit process through the Cashier's Office.

Photo Identification Card Printing Capabilities Come to Graduate Campuses. All

Pepperdine University graduate campuses now have the ability to create student photo ID cards. Over
the past several weeks, Information Technology has installed photo ID cameras and printers at the
Encino, Irvine, West Los Angeles, and Westlake Village graduate campuses. This means that students no
longer have to wait days to receive their new ID cards, they now receive their new photo ID cards
within minutes of having their picture taken. 

Administrative Support for Software Tools

EIS Helps Speed up Travel and Expense Direct Deposit Processing. Enterprise
Information Systems (EIS) Finance team, Tim Bodden and Hector Ramirez, continue to add functionality
to the Travel and Expense PeopleSoft module. The team has automated the payment types function in
the system. By automating the payment type function accounts payable clerks no longer need to look up
each reimbursement to verify the type of payment the end user has requested. On average, accounts
payable issues about 50 reimbursements per week. This new process will allow Pepperdine Finance staff
to process reimbursement checks and direct deposits much faster. Due to the EIS team’s hard work, this
update was pushed to production two weeks ahead of schedule. 

Information Technology Welcomes Len Krukowski, PeopleSoft Training Lead.

Len Krukowski will serve as the new PeopleSoft training lead in Pepperdine IT's Enterprise Information
Systems. Krukowski will be responsible for designing, developing, and delivering training course
curriculum for current and future PeopleSoft modules. Prior to Pepperdine he worked for Teradyne, Inc.
and brings more than 25 years of technical training development and teaching expertise to the team.
Please join Information Technology in welcoming Len Krukowski to the Pepperdine University
community.

IT Conducts PeopleSoft Assessment. During the second week of February, Pepperdine

students, faculty, and staff will be participating in the SunGard PeopleSoft Assessment. This assessment
will help better understand how PeopleSoft is being used at the University, and in particular how it can
best serve each individual job or department function. To learn more about the assessment contact
Dana Hoover at dana.hoover@pepperdine.edu. 

Infrastructure, Systems, and Networking Updates

Testing of New Spam Filter Completed. IT has completed testing for a new version of the
central spam filter. This version will increase productivity and efficiency by more effectively filtering
incoming and outgoing spam. Technical staff at all Pepperdine schools will be invited via email to preview

3 Information Technology Activity and Status Report, February 2011

the new spam filter February 9-16 prior to implementing it at the University. For more information on
the new spam filter visit: http://services.pepperdine.edu/it/help/email/phishexped.htm.

WavesConnect Wireless Registration Improved for Encino and Seaver

Campuses. WavesConnect wireless users at the Encino and Seaver Campuses now have an even
smoother computer registration experience. In January, Pepperdine IT's Information Security
implemented a change to the configuration of the wireless access points, which allows wireless
computers to move from un-registered to registered status without being forced to change their IP
addresses. Now laptops and wireless devices can make the transition from unregistered to registered
more quickly and seamlessly than before.

Moving Faculty and Staff Email to Exchange 2007 Completed. Information

Technology’s Systems and Networking group has completed migrating all faculty and staff email
accounts to the upgraded platform Exchange 2007. Project manager Ken Noone said the move was
relatively seamless and users will now be able to take advantage of the new Windows and MAC
Outlook 2010/2011 software.

New Cisco Telephone System Deployment Project Update.

During the past year, IT staff began a multi-year project to replace the University’s existing telephone
systems with a new platform from Cisco that merges voice, video, and web conferencing. Six months
ago all graduate campuses received the new phones. In February and March of this year, IT staff will be
offering preview sessions of the Cisco Unified Personal Communicator system (a feature on the
telephone system that allows the end users to communicate and collaborate with instant messaging,
quick audio and video conferencing, and desktop sharing) to the faculty and staff of Graziadio School of
Business and Management (GSBM). Registration information will be sent out via email to all faculty and
staff within the next several weeks.

In addition, the Systems and Networking team has begun assessing the Malibu campus for implementing
the new Cisco telephones. After the team has assessed the technological needs of the campus they will
begin installing the phones at the Drescher Graduate campus. To learn more about the Cisco phone
transition contact Kevin Phan at kevin.phan@pepperdine.edu.

Publications
Tim Chester to Serve on Newly Created Network Council. On January 25, Timothy
Chester, vice provost for academic administration and chief information officer, was invited to serve on
the newly created Network Council, which is jointly sponsored by EDUCAUSE and Internet2. The
principal goal of the council is to assess federal and regional network and telecommunication policy
issues that affect higher education institutions and research communities across the nation.

iPad Research Initiative Featured in Academic Impressions. On January 27,

Information Technonlogy’s Dana Hoover and Hong Kha, were featured in Academic Impressions article
titled, “Piloting the iPad.” In the article Hoover and Kha discussed the first results from Information
Technology’s iPad Research Initiative, a three-term study, which focuses on assessing the effectiveness of
the iPad on learning and teaching. Click on the following link to read the article http://
www.academicimpressions.com/news.php?i=155#.

4 Information Technology Activity and Status Report, February 2011

Benchmarks and Accountability
Anytime Support Help Desk Statistics for January. During January 2011, there were
2081 requests for support managed through the Anytime Support Desk. Of these requests, 40 percent
were resolved within two days and 96 percent were resolved in fewer than five days. The average wait
time for individuals calling the Anytime Support Desk was 39 seconds. Eighty-four percent of requests
were resolved by the Anytime Support Desk on the first call.

Online Requests. In January 2011, there were 224 additional requests for support managed
through online web request forms. The top two types of online requests were: audio-visual service (57)
and network resources (37).

Anytime Support Desk User Survey Results for January 2011. Through an automated
feedback process, all Anytime Support Desk callers have the opportunity to complete a web-based
satisfaction survey. In January 2011, 221 (12%) of 1820 survey requests sent to customers were
submitted. The four-question survey uses a “1 to 5” scale with “4.00-5.00” equal to excellent.

Response Overall Customer Resolution

Month Competency
Rate Satisfaction Service Timeliness
November 15% 4.44 4.54 4.25 4.56
December 15% 4.54 4.62 4.43 4.58
January 12% 4.57 4.61 4.49 4.60

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

University Administration Support 1,534 hours 10.64% $74,047.57

Colleges, Academic Affairs 3,205 hours 22.22% $87,262.87

University-Wide, Common Services 4,412 hours 31.00% $177,616.53

IT Administration and Management 2,783 hours 19.29% $91,147.46

General Overhead (Leave, Holiday) 2,490 hours 17.26% $94,360.22

Total: 14,424 hours 100% $524,434.65

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

Month Seaver GSBM GSEP SOL SPP

November 52.09% 23.94% 19.08% 0.59% 3.58%

December 52.80% 20.44% 23.19% 1.21% 2.36%
January 53.31% 22.42% 20.59% 0.88% 2.80%

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

5 Information Technology Activity and Status Report, February 2011