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
April 2011
Announcements for Faculty and Staff Meetings
Provost to Give Keynote Address at Fall 2011 Technology
and Learning Faculty Conference. The Technology and Learning
group is proud to announce Provost Darryl Tippens will give the keynote
address at their fall conference for faculty. Provost Tippens will kick off the
half-day conference, which will showcase Pepperdine faculty who utilize
iPads and blended learning models, to enhance student learning. The
conference will be held on Wednesday, September 14, 2011 at the Malibu
Drescher campus. For more information about the conference contact
Hong Kha at hong.kha@pepperdine.edu.
Pepperdine Joins Sakai Foundation. Pepperdine University has
joined the Sakai Foundation Partners Program, a worldwide organization
that focuses on creating technology that enhances teaching, learning, and
research globally. Being a part of this foundation gives the University a more
active role in the Sakai community. Information Technology's Jonathan See
and Gerard Flynn will serve as representatives for the University. To learn
more about the partnership with the Sakai Foundation click here to read
the press release.
IT Raises Funds for Victims of the Earthquake and
Tsunami in Japan. In the aftermath of the recent earthquake and
tsunami in Japan, Information Technology sponsored a fund drive for the
American Red Cross of Greater Los Angeles. Donations were collected by
IT staff during the last weeks of March. To date the total funds collected are
$938. Thank you to those who generously donated to the fund. Please take
this opportunity to update or create an earthquake kit, visit http://
72hours.org/build_kit.html for more information.
1 Information Technology Activity and Status Report, April 2011
Faculty Encouraged to Attend Blended Learning Workshops. In response to the
popular webinar on blended learning hosted by the Technology and Learning group, follow up
workshops will be offered in the coming months. These workshops will give faculty a more hands-on
experience with blended learning, and will be offered at the West Los Angeles and Malibu campuses.

• May 13 – Blended Learning Course Redesign. In this session get the basics of
course redesign and learning outcomes associated with blended learning. Click here to sign up
for the Malibu workshop or the West Los Angeles workshop.
• May 27 – Blended Learning Tools and Technologies. This session will showcase
the specific technologies used in blended learning programs as well as support resources for
these tools. Click here to sign up for the Malibu workshop or West Los Angeles workshop.
• June 24 – Blended Learning Academic Integrity and Copyright. With many
emergent technologies that encourage sharing and collaborating among peers, what is being
done to protect and ensure academic integrity? This session will discuss this and other topics on
copyright issues and laws. Click here to sign up for the Malibu workshop or West Los Angeles
workshop.

Technology and Learning Hosts Webinar on Teaching with Social Media Tools.
Social media tools, such as Twitter, Facebook, Yammer, and YouTube are forever changing how students
learn and interact with faculty and each other. With the increased interest in these new technologies
how does the academic community harness the power of these tools to improve teaching and learning?
The Technology and Learning group invites faculty to participate in a webinar on Using Social Media for
Teaching and Learning. This sponsored webinar will help participants understand social media and show
how to use them to improve engagement and collaboration among students. IT purchased a site
connect license and will stream the webinar live on Monday, April 25. Register now to attend in Malibu
or West Los Angeles.

Administrative Support for Schools

Students Share Their Thoughts on Technology. This month all Pepperdine first-year and
senior students were asked to participate in the 2011 EDUCAUSE Center for Applied Research
(ECAR) survey. Students were asked about the technology they own and how they use it on campus
and at home. Information was gathered about how skilled students believe they are with technologies;
how they perceive technology is affecting their learning experience; and their preferences for technology
in courses. Similar to the TechQual+ survey, the results of this survey are used to inform Pepperdine's
technology priorities and initiatives. For more information about the study visit www.educause.edu/
ECAR/Reference/StudentStudy. Information Technology will share the results when they are available.

Students Print Wirelessly With GoPrint. Just in time for finals students can now easily take
care of last minute printing wirelessly with GoPrint. The GoPrint program allows students to send their
printing documents wirelessly from their laptops to any Pepperdine campus computer lab. In order to
take advantage of the wireless printing, students must visit the GoPrint page for step-by-step instructions
on how to setup their computer.

2 Information Technology Activity and Status Report, April 2011

IT Approves Plans for New Smart Classrooms. Information Technology's Leadership
Council approved funding for the installation of a smart classroom at the School of Law and the School
of Public Policy. These smart classrooms will showcase and promote instructional technology. IT hopes
these classrooms will encourage more faculty members to use technology to enhance teaching and
learning. Once these smart classrooms are completed, each of Pepperdine's five schools will have a
smart classroom. IT will regularly update the Pepperdine community on the progress of this project.

Administrative Support for the University

Departmental Liaisons Give Feedback on Canon Copiers. Last month, 66 departmental
liaisons responded to the Canon copier satisfaction survey. Thank you to all who participated in the
survey. Based on the responses, one of the improvements Information Technology will make is to add a
new functionality to all new copiers that allows individuals to scan a document and send it to an email
account. For additional information or questions about the Canon Copier refresh project, please contact
Ory De La Rosa at horacio.delarosa@pepperdine.edu.

Photocopy Rate Adjustment Coming this Summer. At the beginning of fiscal year 2009,
Information Technology lowered the photocopy recharge rate from 6 cents to 5.4 cents per black and
white impression to minimize the impact of the campus-wide budget reallocations on schools and
departments. It is now necessary to adjust the rate back to 6 cents so as to operate a fiscally-sound
copy service program. The University Management Committee has approved the rate adjustment and
the rate will be brought back up to 6 cents per impression effective August 1, 2011.

Infrastructure, Systems, and Networking Updates

Faculty and Staff Learn to use New Cisco Telephone System. In March, more than 50
Graziadio School of Business and Management faculty and staff participated in IT's Cisco telephone
system training sessions and are beginning to use the new features. In the coming months, Graduate
School of Education and Psychology (GSEP) faculty and staff will be invited to preview the features of
the newly installed telephones. The Cisco system combines voice, video, and web conferencing, and
allows colleagues to communicate and collaborate with instant messaging, quick audio and video
conferencing, and desktop sharing.

Internet Speed Increases on Malibu Campus. When connected to the Pepperdine network

faculty, staff, and students in Malibu should notice an increase in their Internet speed. As a result of
data collected in the 2010 TechQual survey, Information Technology recently doubled Internet
bandwidth on the Malibu campus. In addition to improving bandwith, Network Engineering staff are
upgrading wireless coverage on several Pepperdine campuses. The Center for Communications and
Business, Seaver Academic Complex, the Pendleton Learning Center, and the School of Law have
already been upgraded along with the Encino and Irvine campuses.

3 Information Technology Activity and Status Report, April 2011

Administrative Support - Software Tools
PeopleSoft Assessment Complete: Thank You Faculty and Staff. During the second
week of February, nearly 100 Pepperdine students, faculty, and staff participated in the SunGard
PeopleSoft Assessment to help Information Technology better understand how the system is being used
at the University, and in particular how it can better serve each individual job or department function.
Information Technology administration would like to thank all faculty and staff who participated in the
assessment. To learn more about the use of PeopleSoft at Pepperdine, contact Michael Lucas
at michael.lucas@pepperdine.edu.

4 Information Technology Activity and Status Report, April 2011

Benchmarks and Accountability
Anytime Support Desk. During March 2011, there were 2,746 requests for support managed
through the Anytime Support Desk. Of these requests, 76 percent were resolved within two days and
97 percent were resolved in fewer than five days. The average wait time for individuals calling the
Anytime Support Desk was 48 seconds. Eighty-nine percent of requests were resolved by the Anytime
Support Desk on the first call.

Online Requests. In March 2011, there were 235 additional requests for support managed through
online web request forms. The top two types of online requests were: audio-visual service (99) and
network resources request (37).

Anytime Support Desk User Survey Results for March 2011. Through an automated
feedback process, all Anytime Support Desk callers have the opportunity to complete a web-based
satisfaction survey. In March 2011, 297 (12%) of 2,459 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.

Response Overall Customer Resolution

Month Competency
Rate Satisfaction Service Timeliness
January 12% 4.57 4.61 4.49 4.60
February 12% 4.56 4.66 4.36 4.66
March 12% 4.53 4.62 4.38 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 March 2011 was
distributed as follows:

University Administration Support 1,563 hours 9.69% $67,918.77

Colleges, Academic Affairs 3,425 hours 21.24% $86,808.17

University-Wide, Common Services 5,121 hours 32.00% $207,829.17

IT Administration and Management 3,447 hours 21.37% $121,792.38

General Overhead (Leave, Holiday) 2,569 hours 15.93% $90,018.37

Total: 16,124 hours 100% $574,366.86

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

Month Seaver GSBM GSEP SOL SPP

January 53.31% 22.42% 20.59% 0.88% 2.80%

February 50.37% 26.68% 18.48% 1.72% 2.75%
March 56.14% 20.84% 19.56% 1.18% 2.27%

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, April 2011