Welcome to this month's IT updates. These updates cover news from LSA IT, as well as the broader Michigan IT community that's here to serve your IT needs. Feel free to forward to others who may be interested. Feedback and questions are always welcome.

In This Issue...

  •  Hard Drive Shredding
  •  Two-Factor Token
  •  Blue Jeans for students
  •  Data sharing on Deep Blue
  •  CTools to Canvas deadline
  •  Canvas Crew
  •  Faculty computer upgrades
  •  GIS consulting service
  •  Social media analytics
  •  'Gameful' approach using Canvas
  •  Welcome to LSA IT
  •  CTools projects sites
  •  Campus WiFi upgrade
  •  New software available
  •  Service Desk scorecard

 Reminder: Annual hard drive secure shredding — Since 2012 LSA has provided secure shredding services for over 5,300 hard drives and other media. We will again be offering shredding services this year. All drives are due by Thursday, June 16th. Deliver them to any LSA IT Service Desk walk-in location in sealed boxes (weighing no more than 40 lbs. each), clearly labeled with the number of drives and your contact information. The vendor will provide a certificate of destruction upon completion. This program is being paid for by LSA and should be used to dispose of LSA property only. (Contact: Lisa Callihan)

 Two-Factor token replacement — On July 20, those who currently log in to MToken-protected systems through Wolverine Access will stop using their MToken-whether hardtoken or softtoken-and begin using the new two-factor authentication solution from Duo Security. Some departmental systems that require MTokens may also switch on July 20. See the full timeline here.

 Blue Jeans contract now includes studentsBlue Jeans offers cloud-based conferencing service including audio, video, and content sharing in a secure, easy-to-use interface, even with some sensitive data. Blue Jeans is available now to most of the campus community, including students, UMHS, and other units that have opted into the campus contract. For more details see ISS Videoconferencing. (Contact: lsa-iss-videoconference@umich.edu)

 Meet data set sharing and preservation mandatesDeep Blue Data is a platform through which you can meet data sharing mandates and make datasets more readily available to colleagues throughout the world. This new service, now in beta, expands Deep Blue, which has preserved and provided access to the scholarly and creative work done by U-M researchers since 2006. (Contact: Jennifer Nason Davis)

 Fall 2016 deadline to move all courses to Canvas is quickly approaching — LSA ISS can provide one-on-one support, course site consultations, introductory and advanced workshops, migration assistance, funding assistance, and drop-in hours in your department. CRLT also has workshops available. (Contact: lsa-iss-canvas@umich.edu or 734.615.0099)

 Canvas Crew — ITS has students in the Canvas Crew to provide basic drop-in transition support this summer for faculty new to Canvas: Mon-Thurs 10-4 (Hatcher Library Scholarspace), and Tuesdays 10-4 (Duderstadt Center, 2nd floor). The Crew provides one-on-one training to help faculty and GSIs move materials from CTools to Canvas and explain the basics on how Canvas grading, assignments, and announcements work. (Contact: canvascrew@umich.edu)

 Faculty computer upgrades — A comprehensive set of recommendations for both Windows and Macintosh platforms is now available. This is focused on the most common needs and is intended to maximize effectiveness in meeting instructional and foundational research computing needs while minimizing both purchase and on-going support cost. Questions? Please consult with your local computer support staff or LSA IT Desktop Support Manager Phil Bonam.

 Consulting available for GIS — The LSA Geographic Information System (GIS) Consulting Service provides assistance on a wide variety of topics, including map making, geospatial analysis, data management, web maps and applications, networking analysis and routing, using GIS in the field, geocoding, georeferencing, learning GIS, real-time geoevent processing, and much more. Consulting services are generally free to members of the LSA community for small projects involving 20 hours or less of consulting services per year per individual. Larger projects, and those outside of LSA, are available at recharge of $26.50 per hour. (Contact: Peter Knoop)

 Social media analytics — The University Library's Data Grants program has funded access for one year to the Sysomos MAP social media analytics platform. It is a social research engine that helps you discover and track social media trends, influencers, networks of interaction, and more through visual and numerical tools. Data can also be exported for further analysis using other programs. Sysomos MAP Access Request Form. (Contacts: Peter Knoop, Adam Gerard)

 Instructor uses Canvas to develop 'gameful' approach to teaching and learning — English Language Institute Lecturer Pamela Bogart recognizes game-inspired play is not only fun, it can also be highly educational. Bogart received the LSA Instructional Support Services Faculty Project Grant to redesign ELI 510 Academic Reading and Vocabulary Acquisition into a highly engaged, student-centered learning experience. She found Canvas provides unique opportunities, including learning outcomes, rubrics, and a rich discussion platform. Read more about her experience at the U-M World Class website.

 Welcome to LSA IT — We welcome Alyssa Beck (administrative assistant) and Linda Hudson (Randall IT support) to LSA IT and bid farewell to Jason Liu (Randall IT support).

 CTools project sites migration — U-M is gradually moving content off of CTools and by Fall 2016, all course sites will be migrated to the next generation learning system, Canvas. ITS is working to create migration tools to make it easier for faculty and staff to move project sites out of CTools. You do not need to move project site content at this time. The university will continue to support CTools for project sites until a date is set. There are several alternatives to CTools project sites that are available today to migrate at your own pace. Visit the project website for the latest updates.

 Campus WiFi Update — Construction continues at Lorch Hall. The team is working on infrastructure design in Lane Hall, West Hall, East Hall, Randall Labs and Wieser Hall (Dennison Building). To date the following LSA buildings have been upgraded: Undergraduate Science Building, Modern Language Building Angell Hall Auditoriums, Mason Hall, Angell-Tisch, Haven Hall, Tappan Hall, Pharmacy Building, CC Little, 202 Thayer, Literature, Science and Arts Building, and Chemistry & Dow Willard H. Laboratory. For more information on the Campuswide WiFi Upgrade Project. (Contact: Marissa Green)

 New and updated software available — Since the previous update, UmichITAM has released the following upgrades to the software catalog: CrystalMaker Suite Renewal License Codes & Version Upgrade, SPSS/Amos 24 (Keyed, no longer limited), and Tecplot Academic Suite 2016. The following contracts have been renewed: Adobe Connect, CrystalMaker Suite, IDL, and STELLA. Complete list of all titles. (Contact: UmichITAM-Help@umich.edu)

 LSA IT Service Desk Scorecard — Monthly support ticket statistics are included below. (Contact: Lisa Callihan)

LSA IT Support Requests March 2016 April 2016 May 2016
Total Ticket Volume 1,981 1,314 1,612
Total Tickets Resolved 1,658 1,323 1,545
Tier 1 Resolution Rate 56% 55% 56%
Key Performance Indicators
Average ticket resolution time 14 hours 16 hours 16 hours
Tickets responded to within 4 hours 92% 93% 92%
Calls answered within 30 seconds 100% 100% 98%
Overall Customer Satisfaction 97% 99% 98%