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...

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.

New look for Weblogin page coming July 20 — The Weblogin page you use to log in to many U-M websites, including Backstage, Wolverine Access, and the MCommunity Directory, will get an updated look on July 20. The streamlined look is designed to work consistently and well across all your devices, from smartphones to computers. It also accommodates the university's switch from MTokens to Duo for two-factor authentication. See a preview of the new look for the Weblogin Page here. (Contact: LSA IT Service Desk)

LSA IT Infrastructure maintenance Saturday, July 16, 8am-3pm — LSA IT's standard summer infrastructure maintenance is less than two weeks away. During this time, most LSA-provided services will be intermittently unavailable while we perform work necessary to keep our systems functioning well. This includes: software updates, migrations, and other hardware maintenance. Specific services impacted are CMS/Vignette, SharePoint, file services (S and H drives, group and lab spaces), LSA Sites, LSA Web Apps, and infrastructure services related to Windows (WLMS) and Linux (Satellite Server). If you have questions about this upcoming maintenance, contact the LSA IT Service Desk at 734.936/3279. (Contact: Marissa Green)

ARC Connect now open — Users of ARC-TS computing resources can now use desktop versions of popular software packages like Matlab and R while accessing the Flux shared computing cluster. The new service, called ARC Connect, provides an easily accessible graphical user interface that simplifies doing interactive, graphical work backed by the high performance and large memory capabilities of the Flux cluster. (Contact: hpc-support@umich.edu)

Submitting proposals for Michigan IT Symposium — Proposals are now being accepted for conference sessions to be held at the 3rd annual Michigan IT Symposium. Simply fill out the brief application on the CIO website by August 12. The 2016 Symposium will be held on November 21 and 22, more information can be found here. For questions about the application process or to request accessibility accommodations, contact michigan-it-symposium@umich.edu.

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 (up to 100hrs of funding for faculty moving to Canvas), and drop-in hours in your department. CRLT also has workshops available. (Contact: lsa-iss-canvas@umich.edu or 734.615.0099)

Network connection improvement program — Faculty and researchers experiencing problems with data flow to or from their labs or offices, please fill out this short questionnaire. We will work to identify the causes of networking bottlenecks, and will implement appropriate solutions. As many as 200 labs and offices on campus may be upgraded to either 10Gbps or 40Gbps connections to the campus backbone. For more details see the ARC-TS website. (Contact: Charles Antonelli or hpc-support@umich.edu)

Annual hard drive shredding results — This year's shredding program is at an end. The final tally was 1,004 hard drives and 22 tape backups destroyed. Thank you to everyone who contributed to ensuring the university's data remains secure, with special thanks to Erich Suddendorf and Josh Simon of LSA IT for their help in organizing and coordinating this effort. (Contact: Lisa Callihan)

Blue Jeans contract now includes students — Blue 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 or email lsa-iss-videoconference@umich.edu. LSA ISS can also help you explore how Blue Jeans can change the way students interact with experts and increase community engagement. (Contact: lsa-iss-ltc@umich.edu)

Meet data set sharing and preservation mandates — Deep 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)

ARC-TS overview — Video and slides are now available from Advanced Research Computing - Technology Services (ARC-TS) Associate Director Brock Palen's overview presentation. Palen gave the talk on June 27, 2016, outlining the resources and services available from ARC-TS as well as from off-campus resource providers.

Campus WiFi Update — This month marks the one year anniversary for the Campus WiFi Upgrade project (a three year project). In the past year over 4 million square feet of campus building space has been upgraded. In the past month, upgrades were completed at Lorch, and infrastructure design work continues on East Hall, West Hall, Lane, Randall, and Wieser. During the first year of the project the following LSA buildings have been upgraded: USB, MLB, Angell-Mason-Tisch-Haven, Tappan, Pharmacy, CC Little, 202 Thayer, LSA Building, Chemistry, and Lorch. 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: FileMaker Pro 15* (Mac is Limited), LabVIEW Spring 2016, NVivo Renewal License Codes, & WinEdt Renewal License Codes. The following contracts have been renewed: Maple, NVivo, Prism, Spartan, Tecplot, Toast, WinEdt. 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 April 2016 May 2016 June 2016
Total Ticket Volume
1,314 1,612 1,541
Total Tickets Resolved
1,323 1,545 1,550
Tier 1 Resolution Rate
55% 56% 51%
Key Performance Indicators      
Average ticket resolution time 16 hours 16 hours 16 hours
Tickets responded to within 4 hours 100% 98% 90%
Calls answered within 30 seconds
100% 98% 99%
Overall Customer Satisfaction
99% 95% 99%