A Year In Review - NAU Information Technology Services

A Year In Review Information Technology Services The stories, statistics, and achievements of ITS

I TS

Table of Contents A Year in Review Foreword

1

FY23 - What We Achieved

2

Empowering Students

3

Where We’re Going Next

5

By The Numbers Your ITS Service Desk

7

Device Purchasing

9

Device Purchasing Fiscal Trends

11

ITS’ TDTA Team & Available Trainings

13

Cybersecurity Cybersecurity at NAU

15

Stay Cyber Smart

16

We Have Your Back

17

Table of Contents Stories From the Department Annual Building 54 Cleanup

19

STC wins Student Employee Team of the Year

20

ITS Celebrates Retirees

21

ITS Volunteer Event With Flagstaff Family Food Center

23

NAUgo Student Dev Internship

24

Amy Fouts wins I2I Scholarship

24

Miscellaneous ServiceNow Domain Integration

25

Skype to Teams Transition

26

FY23: A Timeline

27

Canvas @ NAU

29 ITS’ quarterly newsletter, ‘The Circuit Board’ and subsequent annual report ‘A Year in Review’ are published

by ITS’ Communications team. For questions, concerns, and submissions for you or your team’s work; contact us at ITS.Communications@nau.edu.

ITS Communications

Foreword At NAU, we are realizing a future where technology serves as a catalyst for the achievement of our university mission. Our vision is to be at the forefront of practical technological innovation, using it as a powerful tool to drive positive change and create a more just, equitable, inclusive, prosperous, and sustainable future.

We see technology as the bridge that connects knowledge, opportunity, and social impact, enabling us to become the nation's preeminent engine of opportunity, the vehicle of economic mobility, and the driver of social change.

I am deeply appreciative of the commitment and talents of more than 200 IT staff and our university partners and stakeholders. They continue their strong commitment to operational excellence and the strategic integration of technology into our academic programs, research endeavors, and community engagement initiatives. By harnessing the collective wisdom, talents, and perspectives of our increasingly diverse community, we propel innovation, excellence, and student success to new heights through the immense potential of technology to empower and uplift individuals from all backgrounds, identities, and lived experiences.

In the year ahead, and throughout our journey, we remain steadfast in our commitment to sustainable stewardship of resources. We will leverage technology's transformative potential to responsibly utilize our physical, technological, and financial resources. By embracing innovation and leveraging technology, we will ensure the responsible use of environmental resources, explore new possibilities for technological advancements, and make mission-driven financial investments and philanthropic activities that further our vision.

By leveraging technology, we will create avenues for individual, communal, cultural, and economic vitality, strengthening the fabric of our interconnected world. We will take specific and intentional steps to revolutionize post-secondary education, create equitable access, empower individuals, and drive social change. We will seize the opportunity to shape a future where technology serves as a force for good, enabling us to transform lives, enrich communities, and create a better world for all.

That’s NAU!

Dr. Steven Burrell

Chief Information Officer and Vice President of IT

FY23 W H A T

W E

A C H I E V E D

Network Infrastructure Improvements Extensive core network and Wi-Fi v6 and network upgrades in Flagstaff, Yuma, and North Valley.

Improved Cloud-Based Desktop Applications Improved access for students to leverage learning applications anytime and anywhere.

Exchange Email Cloud Migration Functionality enhancements and security improvements to integrated email services for faculty, staff, and student employees.

Announcement of the A++ CRN Extending access to computational research tools and support for affiliated faculty researches in community and tribal colleges in Arizona.

2

Empowering Students Upgrades to NAUgo and Digital JacksCard Expansion of digital credential capabilities to include both iOS and Android mobile users.

Launched for consolidating and streamlining scholarship applications and awards.

Adoption of Canvas for Learning Management

Upgrades to Classroom Technologies

Implimentation of Canvas and an ecosystem of supporting applications to foster student success.

3

Initiation of Scholarship Universe

3 million dollars in investments to upgrade and modernize classroom and instructional technology across all NAU campuses.

& More Computer Center Infrastructure Upgrades Upgrades to the Computer Center, including power distribution improvements that increase efficiency in energy consumption. These changes come from the large power consumption that our Computer Centers have traditionally rendered.

Continued Investments in Updating Aged Faculty & Staff Computers and Laptops More than 500k invested in providing faculty and staff with modernized and efficient devices to perform duties for NAU work and instruction.

Large Scale Improvements to NAU’s Web Publications and functionality More than a dozen sites converted to the new NAU21 theme, hundreds of outdated content pieces retired, a11y improvements, a Spanish NAU site, degree search improvements, and new updates to policy.

4

Where we’re going next STRATEGIC INITATIVES AROUND IT

Complete a New Strategic IT Plan Initiation of a new IT strategic plan that outlines support for the road map and sub plans; such as NAU’s Smart Campus Master Plan, Enrollment Management Plan, Marketing Plan, and more.

Continued Improvements to Wi-Fi Services Expansion of NAU’s network capabilities to more locations such as the Skydome, outdoors, and around campus. Facilitate expansion of commercial LTE services in Flagstaff, and extend private LTE services in Yuma to expand equitable access to education and foster research data collection in collaboration with the National Science Foundation and Sun Corridor Network.

Exploration and Adoption of Artificial Intelligence Capabilities Exploring the use of emerging technologies in areas such as data analytics to support next generation reporting and integrated services in support of A++ CRN.

Enhancements to NAUgo and integration with Peoplesoft Allowing students the ability to perform transactions such as adding and dropping courses, paying bills, and updating information all from their smartphones.

5

WE’LL SEE YOU THERE.

Address Gaps in Digital Equity within Arizona and Indigenous Peoples Nations In collaboration with ASU to leverage the more than one billion dollars in NTIA funding allocated to Arizona and Tribal Nations. Additionally, leveraging relationships with ADOT and ACA to create new state-wide education networks as observed in other areas across the country.

Expand Laptop Loan Programs and Adoption of E-Books Collaboration with Cline Library to ensure equitable access to digital learning materials through programs such as laptop loans and E-book rentals.

Improved Cybersecurity Capabilities Striving to counter the increased use of advanced technologies and AI to construct cyber attacks. Improving our security response services to be increasingly prepared for cyber attacks.

Implementation of Next Generation 911 Services For public safety and emergency services (NG911) in collaboration with the Arizona Department of Public Safety.

Develop New Approaches to Recruiting and Retaining IT Talent Reworking how we allocate, assign, and partner on IT work in support of strategic initiatives while maintaining exemplary day-to-day operations.

6

Your ITS Service Desk Throughout the 2022-2023 fiscal year, the ITS Service Desk and Information Technology Services (ITS) department significantly advanced our service offerings and improved the user experience for NAU customers. With the service desk handling nearly 100,000 support phone calls, we achieved an impressive 89% first-call resolution rate and an outstanding 95% customer satisfaction rate. These accomplishments reflect our unwavering commitment to exceptional service and our dedication to academic excellence and continuous improvement.

Laurel Logan Manager, IT Support

99,698 Service Desk phone calls

95%

Satifaction rating

89% First call resolve rate

7

By the numbers

We’re here to help.

22,529

6,329

Resolved in-person issues at STC@Cline Service Point.

Resolved self service incidents via ServiceNow ticketing.

819

292

167

Email incidents resolved.

Resolved Telephony Tasks.

Student computers serviced.

Campus Living Community Appointments.

Email Support

(928) 523 - 3335

Phone Support

(888) 520 - 7215

Toll Free

Take ch arg e

Contact the ITS Service Desk ask-its@nau.edu

4,092

r IT experience u o y of Request support anytime and anywhere using NAU’s preferred ticketing service.

visit

servicenow.nau.edu 8

Device Purchasing ITS’ Device Purchasing program manages central computer, tablet, and peripheral purchasing for Northern Arizona University and the Lumberjack community.

FY23 Sales

2,192

↗ 39%

Computers Procured

3,676

↗ 166%

Peripherals Procured

Sales by Volume

28%

Classroom Devices

72%

Staff/Faculty Devices

1,683

Dell

508

Apple

1

Other

¹ Percentage increases are compared from FY22 data.

9

Fiscal Trends Device Purchasing

Devices purchased by fiscal year 4000 FY23

FY16

Computers Procured

0

Peripherals Procured

Requests by month 140

0 jul

aug

sep

oct

nov

dec

jan

feb

mar

apr

may

10

Best Sellers Staff/Faculty Device Sales

Dell Laptops Latitude - 15 inch

408

Latitude - 13 Inch

115

Mobile Precision - 15 Inch

49

Latitude - 13 Inch 2−in-1

42

Latitude Detachable

24

Dell Desktops

11

Optiplex - Small Form Factor

279

Optiplex - All-in-One

61

Optiplex - Tower

35

Optiplex - Tower with GPU

33

Precision Tower

19

Best Sellers Staff/Faculty Device Sales

Apple Laptops MacBook Pro 13 Inch

89

MacBook Pro 14 Inch

61

MacBook Pro 16 Inch M Pro

40

MacBook Air

21

MacBook Pro 16 Inch M Max

15

Apple Desktops 24 Inch iMac

59

Mac Studio M1 Max

19

Mac Mini

10

Mac Studio M1 Ultra

5

Ready to start the procurement process for yourself or your department?

Visit ITS’ Compuer Purchasing webpage for more information, as well as to begin the purchase process.

in.nau.edu/its/computer-purchasing 12

ITS’

T DTA TEAM

ITS’ Training Development and Technology Adoption (TDTA) team works to create informative and intuitive training content for members of the Lumberjack community to better familiarize and leverage ITS and NAU supported software.

RECENT TRAININGS Create a Course in Udemy Transcript Available

Guided instructions on uploading your own training videos into the Udemy platform.

8 min

Cisco Secure Client Training Videos Transcripts Available

Instructions to install and connect to Cisco Secure Client on Mac, Windows, Android, and iOS.

13

8

videos

Event Management System Tutorials Transcripts Available

Tutorials on reserving a space on campus using the EMS Outlook plugin, or the EMS web client.

Data Inventory Overview Transcript Available

Guided instructions on uploading your own training videos into the Udemy platform.

5 min

6 min

ITS’ TDTA Team also assists with the planning and organization of Employee Development Days, serving on multiple committees, as well as creating content and merchandise for the event.

Employee Development Days 2023 Transcripts Available

A complete catalog and archive of the Employee Development Days seminars held in June of 2023.

48

courses

Microsoft Teams at NAU Transcript Available

Familiarize yourself with Microsoft Teams with TDTA’s Get Ready for Campus Wide Transition from Skype to Teams! A Brief Introduction to Microsoft Teams session from 2023’s Employee Development Days.

With Skype being phased out in 2023, NAU will be moving all telephony related tasks to Microsoft Teams. This tutorial helps walk through basic usage and functionality of teams for NAU work.

14

Cyber Security Each year, NAU observes an increase in cyber attacks, phishing campaigns, and other malicious entities working to take advantage of the NAU community. Our cybersecurity teams work around the clock to make sure our systems are fortified and that your data remains protected. Read a little more about how we keep our systems safe, and what you can do to protect yourself from cyber crime—in and out of the university.

Email Phishing

This past year, an increase in phishing emails were reported to ITS’ Security Operations Center. Once a phishing email is confirmed by our teams, we quarantine the phish and wipe it from your inbox. You can report a suspected phish to NAU directly from our homepage.

Does my computer have a virus?

The National Cybersecurity Alliance outlines some of the potential signs of a computer virus.

-Unusually slow computer performance -Frequent error messages or pop-up windows -New applications such as web browsers or toolbars that appear without you installing them -Emails that send automatically from your accounts without you sending them

15

If you suspect your device may have a virus, contact the ITS Service Desk at (928) 523 - 3335.

Our teams can diagnose and treat an infected device.

Stay Cyber Smart Staying cyber smart doesn’t just keep your accounts and data safe here at NAU. These tips are vetted by cybersecurity experts, and can help keep you safe wherever you exist digitally.

Enable Two-Step Verification

NAU requires users to enable Two-Step Verification for NAU services, meaning that even if someone were to crack your password, you can deny access and secure your acount all from your mobile device.

Think Before Clicking

The easiest way for your sensitive information to become compromised is when you click a harmful link without verifying the source. Malious links can be sent in email, texts, social media messages, and even in advertisments on the web. Before clicking a link, take a few moments to determine if the circumstances seem phishy.

Update your Devices

Keep all your software up-to-date on all your devices, including your computers, smartphones, and tablets to reduce the risk of malware and ransomware. Most devices have a ‘set it and forget it’ function to enable automatic updates to ensure you’re always covered.

Create Long and Unique Passwords

With passwords, length is actually more important than complexity. The ideal password is at least 12 characters long with letters, numbers, and symbols. Remember, you should have a unqiue password for each of your accounts online!

16

We have your back.

Enhanced security improvements on the way to keep Lumberjacks safe.

Flags on external emails to let you know when an unverified sender is emailing you.

17

Direct phish reporting directly inside of your Outlook email client.

Increased device security software on NAU owned devices.

18

Stories from the department Annual Building 54 Cleanup This past May, the commendable efforts of several ITS employees focused to clean ITS’ Building 54 and its neighboring spaces. This annual cleanup tradition helps foster a clean and inviting environment for the NAU community, and ITS staff. Thank you for your efforts!

19

Student Technology Center Awarded Student Employee Team of the Year In a well deserved achievement, ITS’ Student Technology Center (STC) has been proudly bestowed the esteemed title of Student Employee Team of the Year, or SEOTY by NAU Career Development.

Each year, NAU acknowledges outstanding student employees and teams during the spring semester, and this year, the STC team has earned the honor for their unwavering commitment to exemplary customer service and professionalism. This recognition serves as a testament to their dedication and highlights their importance as an invaluable asset within the organization.

20

ITS Celebrates the Retirement of Six Esteemed Employees This spring marked a significant juncture, as numerous esteemed ITS employees bid farewell to their careers, leaving an incredible impact on the organization. We celebrate the retirements of exceptional individuals such as (pictured below left to right) Linda Osthreim, James Slebodnick, Kevin Hayes, Marc Lord, and Lou Armino, as well as ITS’ Erin Shelly (not pictured). Their dedicated service and invaluable presence have made ITS a remarkable place, and we extend our deepest appreciation for their commitment. As they embark on a new chapter in life, we wish them the best, confident that their future endeavors will be as remarkable as their time at ITS.

21

22

ITS Volunteer Event with Flagstaff Family Food Center In June, several members of the ITS family lent a helping hand to our Flagstaff community by volunteering alongside the Flagstaff Family Food Center. The volunteer effort, coordinated by Adele Pablo, saw over 400 bags, and 300 boxes of produce created for distribution to families in need.

23

NAUgo Student Developer earns Internship with Modo Exciting news from the NAUgo Team as David Knight, a promising student developer contributing to the success of the NAUgo application, has been offered and accepted a six week internship with Modo, the platform that supports NAUgo. Among a competitive pool of applicants, David’s stood out as outstanding, catching the attention of Modo. Congratulations David!

Amy Fouts Awarded Internet2 I2I Scholarship Amy Fouts, a security analyst for ITS, was recently awarded the Internet2 Inclusivity Initiative (I2I) scholarship.

Among dozens of applicants, Amy stood out as a stellar emerging woman in IT, and was recognized at this year’s Internet2 Community Exchange in Atlanta, Georgia.

Congratulations Amy!

24

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+

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25

Transitioning From

Skype to Teams With the end-of-life of Skype for Business on the horizon, NAU looks to migrate call functionality into Microsoft Teams.

This means that phone-related work tasks (with certain exceptions, such as call center software) will be performed in Teams. ITS is currently in the planning phases, with a pilot test to migrate all ITS users to the Teams environment coming in the fall. This pilot will help determine a course of action to migrate the entirety of the campus community to Teams in the coming months.

Looking for Teams tutorials and trainings? Check out TDTA’s Introduction to Microsoft Teams Video from NAU’s 2023 Employee Development Days.

A Brief Introduction to Microsoft Teams

Transcript Available

Learn the ins and outs of Microsoft Teams with ITS’ TDTA team, available for free on Mediaspace.

26

AYear In

Review

July ‘22 988 Functionality Enabled on all NAU phones

August ‘22 Digital Credentials for Android Launches October ‘22 NAUgo Wins Big at Appademy Awards

September ‘22 ITS Looks to More Cloud-Based Solutions

27

October ‘22 ITS Establishes Microwave Link for Artemis Teams

November ‘22 ITS Welcomes Deb Whitten as AVP

May ‘23 NAU Holds First

Semester in Canvas

June ‘23

December ‘22 NAU Decreases Pooled Google Storage

Faculty & Staff Email Migrated to the Cloud

28

Canvas at NAU With Summer semester of ‘23, NAU observed its first term in the Canvas environment. With students in favor of the new LMS system, more resources and plugins are becoming available for the ecosystem.

New and Updated Canvas Resources Canvas Articles for Faculty

ITS Knowledge Base Comprehensive Articles aimed at faculty members to help guide a successful migration to Canvas, as well as tutorials covering Canvas’ functionality.

Canvas Training from NAU’s Teaching & Learning Center Events and Open Labs all About Canvas NAU’s TLC will be hosting events and labs for faculty to familiarize and prepare with Canvas this August before the start of the Fall semester.

LMS Transition Frequently Asked Questions

Canvas FAQ’s From NAU’s Faculty Frequently asked questions at NAU about canvas, from logistics and technical questions, to broader questions about Canvas and Learning Management.

29

The Circuit Board

A Year In Review