ITSS Home : Customer Support : Goals, Priorities, and Future Plans

Priorities for 2009-2010

• Security Initiatives: Provide automated desktop security management to desktops and laptops. Expand use of encryption on campus laptops and other devices that require additional security. Routinely scan, audit, and update ITSS servers to ensure security.
• Task Management and Prioritization Initiative: Improve customer service by implementing the RT system for billing, work request forms, project management, measures, reporting and inventory.
• Student Services: Improve services to students in order to positively impact retention. Participate in Welcome Week, Parent's Weekend, and Orientation. Provide peer training, assistance at the Tech Center, and support for Google Apps.
• Data Storage: Increase available data storage and find better ways to manage and control growth.
• Green Initiatives: Improve ITSS facilities, hardware, and software to reduce the impact on the environment of our various activities. Provide advice and tools to the campus.
• Mobile Computing: Respond to the expanding needs of users with mobile devices, including smart phones and net books. Provide instructions for interfaces with UMD systems, and adapt UMD web sites for smaller form factors.

Goals for 2009-2010

The goals below are not listed in order of importance. The projects listed under each goal are a subset of all we will do. We encourage each ITSS team to determine how their projects will help to support our goals.

Improve Classroom and Learning Technology

• Apply learning-space theory to improve learning spaces, including classrooms, computer laboratories, informal spaces, and online environments.
• Expand next-generation classroom technology, including classroom control systems. Install classroom control systems in all general-purpose classrooms, some computer labs, and requested departmental spaces. Implement centralized control of classroom technology through classroom control systems.
• Support standard student response system technology in campus classrooms.
• Provide high-definition digital video, wide-aspect projection, and improved sound systems in selected classrooms and computer labs.
• Pilot dual-boot Mac/Windows systems in selected computer labs.
• Oversee classroom infrastructure for building and reconstruction projects: EduE Building and Civil Engineering Building.
• Pilot lecture-capture systems in some classrooms.
• Complete video recording project for Communication Sciences and Disorders.
• Work with collegiate units to develop new ways of delivering curriculum-based technology services to students.
• Upgrade computing labs to Windows 7 by fall 2010.
• Participate in system-wide planning for the future of course management systems.

Improve Student Services

• Support collegiate laptop initiatives.
• Participate in Welcome Week by providing workshops as well as support for student computers and networking.
• Investigate technology needs, including wireless networking, in residence halls, and seek creative ways to provide them.
• Continue to provide information sessions at freshman orientation and parent's weekend.
• Assist students as they move to Google Apps for email and document services.

Improve Services and Support for Customers

• Improve customer service by implementing the RT system for billing, work request forms, project management, measures, reporting, and inventory.
• Support replacement and/or enhancement of several departmental computing applications, including CSD, FM, CEHSP, Food Service, Housing, Cashiers, and Health Services.
• Develop technology orientation session for new employees.
• Improve description of server support options.

Improve Fiscal Management

• Revise our rates for FY2011 based on ISO principles and regulations.
• Develop rates for database applications.

Improve Computer, Network, and Physical Security

• Lead initiative to improve campus computer and network security.
• Combat and reduce viruses, worms, scams, and other security threats.
• Expand the number of video surveillance systems on campus.
• Work with campus units to consolidate servers into secure server rooms.
• Provide support for building automation systems used by Facilities Management.
• Establish a plan, with support, for ensuring that all campus laptops that hold private data have an appropriate encryption solution.
• Improve authorization and authentication systems for computer systems and applications.
• Expand use of campus firewall to protect subnets that require additional security, such as credit-card networks.
• Complete biannual review of credit-card workstations.
• Exercise and update operational continuity plan.
• Complete annual security review of critical applications.
• Convert emergency alert system to new vendor.
• Improve database controls and policies.
• Provide and monitor vulnerability scans for PCI and critical systems.

Improve Campus Infrastructure

• Maintain high availability, scalability, service continuity, security, and data integrity of network and system infrastructure.
• Extend capability for 100 Mbit data to the desktop to 32 campus buildings.
• Establish capability for gigabit data to the building in 45 campus buildings.
• Complete conversion to Convict system for recording and managing network connections.
• Upgrade the telephone PBX and voice-mail system.
• Record 50 percent of cable plant information in the UPlant database.
• Upgrade the campus data network to provide redundant feeds for eight campus buildings.
• Provide 'N' style radios for significant improvement in wireless connectivity.
• Oversee telecommunications infrastructure for building and reconstruction projects: the EduE Building, the Civil Engineering Building, Glensheen, Bagley Classroom Building,
• Continue to upgrade computer systems using clustering and mirroring techniques to provide maximum up-time. Expand the use of virtual server technology to improve efficiency and reduce costs.
• Complete a redundant core for the network backbone.
• Establish 10-gigabit communications in the primary data center.
• Participate in all campus renovation and building projects.
• Improve email system by restructuring inbox format, concurrency, and backup scheme.
• Determine the future of Active Directory at UMD.

Improve Working Environment for ITSS Staff

• Continually review and revise ITSS staff handbook. Regularly review all ITSS policies.
• Occupy final block of offices in Kirby Plaza first floor.
• Improve social opportunities and build community within the ITSS staff.
• Encourage staff training and professional development.
• Provide a working environment for staff that encourages them to remain employed at ITSS.
• Continue to emphasize importance of a healthy and safe working environment for staff.

Participate in Campus Life

• Guide and enhance the use of technology across the UMD community.
• Maintain strong collaboration and coordination between IT staff within UMD units, ITSS, and OIT.
• Meet and coordinate activities with our campus partners.
• Contribute to campus governance and activities by serving on committees, task forces, commissions, etc.

Technology Development

• Review the IT landscape for useful emerging technologies.
• Research encryption for wireless data transmissions.
• Investigate shared software distribution methods for student-owned computers.
• Research cyber-infrastructure needs for campus researchers.
• Investigate improved email security using digital signatures and enhanced authentication.