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Information Technology Services In Progress Review December 7, 2007 Mission The Division of Information Technology Services (ITS) strives to support and enrich the university experience for students, faculty and staff – an experience that is increasingly technology enabled and network based.

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information technology services

Information Technology Services

In Progress Review

December 7, 2007


The Division of Information Technology Services (ITS) strives to support and enrich the university experience for students, faculty and staff – an experience that is increasingly technology enabled and network based.

ITS teams develop, operate and maintain the University’s computing and networking infrastructures, major administrative and academic information systems, baseline instructional and information technologies, and associated technical support services.


Excellence in teaching and learning, information sharing, and the exchange of ideas and viewpoints, along with anytime/anywhere access to resources and services, are defining features of the academically rich, student centered university experience we intend to help provide for Cal State East Bay students.

The goal of excellence in the use of information technology is an essential ingredient in achieving this vision.


Within ITS, we share a common set of values as we work to accomplish our mission of supporting the academic, administrative, and co-curricular functions of Cal State East Bay.

  • We value our technology services role in the mission of the university.
  • We value exceptional customer service.
  • We value operational excellence.
  • We value helpful and supportive relationships.
  • We value a collaborative work environment and refuse to let each other fail.
  • We value professional development and accountability.
  • We value a healthy and fun work environment.
advisory governance
Advisory & Governance




The strategic plan for IT@CSUEB focuses on the alignment of central and local information technology resources, services, projects and support structures with Cal State East Bay’s “seven mandates” outlined within the Framework for the Future.

The tag line for ITS alignment and balance is: “Centrally-coordinated/Locally-directed.”

it@csueb strategy plan
IT@CSUEB Strategy Plan

The strategic plan calls for ITS to provide:

1) A solid foundation of IT infrastructure and sound fiscal planning;

2) Academic & instructional technology resources and support for faculty;

3) Anywhere/anytime access to services and support for student success and engagement in campus life; and

4) The cyber-facilities required for the university to appropriately serve specific internal and external audiences.

solid baseline infrastructures sound fiscal planning
Solid Baseline Infrastructures & Sound Fiscal Planning
  • Key Indicators: Number of critical events per managed object. Percentage of technology costs accounted for in life-cycle replacement budgets. Total cost of ownership (TCO).
  • Challenges: Recovery from several years of resource constraints. History of uncoordinated (ad hoc) funding and procurement decisions.
  • Actions: Coordinate university-wide infrastructure service levels, standards, architectures, consolidation, and budget planning.
solid baseline infrastructures sound fiscal planning10
No structural deficit in ITS base budget

Funding for 3-yr refresh of lab PCs, 4-yr refresh of faculty/staff PCs, & 4-yr refresh for servers

Left $240k expected PC cost savings ($400 per PC) in college & division budgets

Dell won PC contract with $500 savings per PC ($250k total savings)

Completed implementation of office productivity & collaboration software

Outlook, SharePoint, & IM

100 of our 220 servers consolidated on 3 VMware servers

plus elimination of 25 other servers

Significant reduction in security risks

Solid Baseline Infrastructures & Sound Fiscal Planning
solid baseline infrastructures sound financial planning
Power savings from server consolidation: $49.2k per year

100 servers = (39.1 kw) x (8760 hrs) x ($0.15) = $51.4k per year

3 VMware servers = (1.68 kw) x (8760 hrs) x ($0.15) = $2.2k per year

Air conditioning savings from server consolidation: 127k BTU per hour

100 servers = (39.1 kw) x (3.4k BTU/kw-hr) = 133k BTU per hour

3 VMware servers = (1.68 kw) x (3.4k BTU/kw-hr) = 5.7k BTU per hour

Storage increase from 10 TB to 30 TB (might last us another 16 to 18 months

Email retention policy

Consolidation of tech support staff

Created capacity to fill 3 additional Helpdesk positions

Consolidation of web support staff

Created capacity to fill the Web Master position

Financial Data Warehouse

Read access open to all faculty & staff

Student Data Warehouse

Solid Baseline Infrastructures & Sound Financial Planning
academic technology faculty support
Academic Technology &Faculty Support
  • Key Indicators: Delivery cost per service. Percentage of faculty using each service. Faculty satisfaction.
  • Challenges: Cottage industry culture. Communications, feedback, & consultation. 24x7 support.
  • Actions: Smart classrooms as infrastructure. Blackboard performance enhancement. Instructional design assistance for technology integration. Self-service & self-help.
academic technology faculty support13
Life-cycle funding for Smart Classroom infrastructure

3yr refresh cycle

remote monitoring of projector bulb life

“clicker” response system

streaming (next year)

Blackboard version upgrade & performance enhancement

Blackboard wikis & blogs

Consolidation of instructional tech & design support staff expanded our capacity to:

Support online & hybrid course design & instruction

Provide assistive tech support services

Support emerging technologies

Academic Technology &Faculty Support
student access success technology support
Student Access, Success,& Technology Support
  • Key Indicators: Percentage of key administrative processes online. Percentage of key student services online. Percentage of students using online services. Student satisfaction.
  • Challenges: 24x7 support.
  • Actions: Access to PCs & network. Audit administrative processes and student services for online access. Redesign website for student audiences. Design for self-service & self-help.
student access success technology support15
3-yr refresh cycle for lab PCs

Expanded & enhanced wireless infrastructure in Library & Student Union

Consolidation & standardization of software licenses for computing labs

Outsourcing student email to Google (cost avoidance $75k per year)

Mailbox size 4 GB (vis-à-vis 10 MB)

Retaining csueastbay addresses

Authenticate using assigned CSUEB NetID

Self-assessment/audit of online access to key services for students

Moving key services online for 7x24 access

New prospective student website

Customize to audience

Solicit student input (focus groups)

Student Access, Success,& Technology Support
cyber facilities for specific audiences
Cyber-Facilities for Specific Audiences
  • Key Indicators: Percentage of departments that have adequate access to the specialized or discipline-specific technologies required to serve their audiences.
  • Challenges: Collaboration. Leveraging collective IT resources.
  • Actions: Lab server virtualization. Computing grids. Wireless access. Converged networks. Web redesign for audience needs.
cyber facilities for specific audiences17
Consolidation & virtualization of computing lab servers

Collaboration with CompCore (Cyber Infrastructure for Interdisciplinary Research)

Access to CalREN-XD/Internet2/NLR


Computing grids

Collaboration with Multi-Media Graduate Program

Advanced networking


Collaboration with Teacher Ed

TaskStream e-Portfolio

Collaboration with UA

Conversion of Alumni/Donor database system

Accessible Technology Initiative (508 Compliance)

Web redesign for specific audiences (prospective students, current students, faculty, staff, alums, donors, community, etc)

Instructional Materials Accessibility Plan

Cyber-Facilities for Specific Audiences