Georgia Highlands College

Revised: 09/29/09                  Georgia Highlands

         Information Technology Department

        

         Unit Assessment Plan

 

 

Unit Purpose

 

The Information Technology Department provides technological services that support the computing needs of the institutions academic and administrative functions.  Furthermore, the Information Technology Department enhances the teaching and learning process for students, faculty and staff by researching, developing, implementing, and facilitating diverse and effective delivery systems through the use of new technologies.

 

Institutional Goal Linkage

 

The Information Technology Unit Assessment Plan parallels the institutional mission and several of the goals found in the Georgia Highlands Strategic Goals and Objectives.  Information Technology’s unit plan can be linked to several goals.

 

Administrative Objectives

 

  • The Information Technology Department will enhance online services for students by improving website reliability.
  • The Information Technology Department will improve resource utilization by providing viable technology for users through the execution of the college’s Technology Replacement Plan.
  • The Information Technology Department will provide a reliable level of service and support to the user community.
  • The Information Technology Department will provide a functional and dependable infrastructure for faculty, staff, and student utilization.
  • The Information Technology Department will provide secure and reliable protection to college technology in safeguarding users from viruses, worms, trojans, and other malicious malware.
  • The Information Technology Department will ensure that access controls are in place and monitored to protect data integrity.
  • The Information Technology Department will enhance faculty, staff, and student communication by reducing the amount of unsolicited commercial email received.
  • The Information Technology Department will market available technologies offerings to the college community.
  • The Information Technology Department will advocate innovative technology to the college community by increasing awareness to new technologies.
  • The Information Technology Department will utilize technology to strengthen the effectiveness and efficiency of all functional operations of the College.    

 

 

Objective A 

 

Expected Outcome:

The Information Technology Department will enhance the safety of faculty, staff, and student data by ensuring that all servers are kept up to date with appropriate security patches/updates.

 

Assessment Method:

The data for this assessment goal is aggregated through Change Control Forms located in our server system books.

 

Performance Target:

Network Support Services (NSS) will ensure that all Windows, Linux, and Mac OS X servers are fully updated every 60 to 90 days. This includes critical updates and security updates.

 

Responsible Parties:  Jeff Patty, Rob Laltrello

 

Objective B 

 

Expected Outcome:

The Information Technology Department will enhance the safety of faculty, staff, and student data by ensuring that all firewalls are properly maintained.

 

Assessment Method:

The data for this assessment goal is aggregated through Firewall Change Request Forms.

 

Performance Target:

Network Support Services (NSS) will ensure that 100% of all firewall changes are documented and approved prior to implementation. Firewall ACLs will be audited on a regular basis to ensure that all entries are valid.

 

Responsible Parties:  Jeff Patty, Rob Laltrello

 

Objective C

 

Expected Outcome:

The Information Technology Department will provide secure and reliable protection to college technology in safeguarding users from viruses, worms, trojans, and other malicious malware.

 

Assessment Method:

Client Support Services (CSS) will install, monitor and track the necessary software and systems to safeguard client computers at the College.

 

Performance Targets:

Primary Target:

CSS will install Symantec Endpoint Protection and Deep Freeze on 100% of classroom/cluster computers and configure them to receive updates through internal WSUS.

           

Secondary Target:

CSS will ensure that 100% of all classroom/cluster computers receive critical updates.

 

Tertiary Target:

CSS will install Deep Freeze for Mac on 100% of classroom/cluster computer that boots into Apple OS X.

 

Responsible Parties:  Jeff Patty, Jason Mcfry

 

Objective D  

 

Expected Outcome:

The Information Technology Department will utilize technology to strengthen the effectiveness and efficiency of all functional operations of the College.

 

Assessment Method:

Client Support Services (CSS) will utilize client management software to aid in shortening response times in a growing multi-campus environment.

 

Performance Target:

CSS will install and maintain Altiris Client Management software (system for software deployment, remote desktop management and software inventory) on 90% of all classroom/cluster computers.  

 

Responsible Parties:  Jeff Patty, Jason McFry

 

Objective E  

 

Expected Outcome:

A. The Information Technology Department will provide a functional and dependable infrastructure for faculty, staff, and student utilization.  B. The Information Technology Department will enhance online services for students by improving website reliability.

 

Assessment Method:

The area of Enterprise Applications Services (EAS) will assess this goal by surveying EAS clients on a quarterly basis. The survey will be conducted via the Lime Survey administered by the office of Strategic Planning, Assessment and Accreditation (SPAA).

 

Performance Targets:

Primary Target:

EAS will strive to obtain at least 75% or above satisfactory rating

 

Secondary Target:

EAS will evaluate and analyze 100% of all returned responses.   

 

Tertiary Target:

EAS will follow-up and address 70% of all dissatisfied and strongly dissatisfied responses for an acceptable solution.

 

Responsible Parties:  Jeff Patty, Jeanette Eckles

  
Objective F  

 

Expected Outcome:

The Information Technology Department will provide a reliable level of service and support to the user community.

 

Assessment Method:

The area of Enterprise Applications Services (EAS) will assess this goal by tracking all requests submitted to EAS via the IT Ticketing/Tracking database. Each request will be assigned a priority level and completion date that can be used to analyze completion statistics.

 

Performance Targets:

Primary Target:

90% of all tickets assigned a value of “critical” will be completed within the assigned priority timeframe.

 

Secondary Target:

80% of all new requests submitted to EAS will be completed within the assigned priority timeframe.

 

Tertiary Target:

70% of all “non-critical” tickets will be completed within the assigned priority timeframe.

 

Responsible Parties:  Jeff Patty, Jeanette Eckles

 

Objective G  

 

Expected Outcome:

The EL unit will produce and publish all DVD’s used within the college by DVD program.    

 

Assessment Method:

The department will devise a survey method of ensuring quality is maintained throughout all DVD’s utilized in the program. 

 

Performance Target:

Digital Media Services/GHTV will strive to achieve and maintain a 95% or higher level of quality relating to the performance of DVD’s produced by the department.

 

Responsible Parties:  Jeff Patty, Jeff Brown

 

Objective H

 

Expected Outcome:

The EL unit will strive to improve faculty perceptions of opportunities and services             offered by the Digital Media Services/GHTV department.

 

Assessment Method:

The department will conduct a workshop to provide faculty with information relating to services offered by the department.

 

Performance Target:

Fifteen faculty members will attend the workshop and become aware of opportunities and services offered by the department.

 

Responsible Parties:  Jeff Patty, Jeff Brown

 

Objective I

 

Expected Outcome:

The AV unit will reduce response time of tickets.

 

Assessment Method:

The department will respond more promptly to addressed tickets and resolve tickets in a more efficient manner.

 

Performance Target:

The AV unit will seek to answer all tickets within 24 business hours of request and to resolve ticket with 48 business hours of request.

 

Responsible Parties:  Jeff Patty, Josh Perry

 

Objective J

 

Expected Outcome:

The AV unit will maintain a reliable level of service and satisfaction among the faculty and staff of the institution.

 

Assessment Method:

The department will development and utilize a service survey and an equipment use survey to ensure AV quality throughout the institution.

 

Performance Target:

The AV unit will seek to maintain a 95% satisfaction rate on quality of service and an 85% satisfaction rate on equipment use.

 

Responsible Parties:  Jeff Patty, Josh Perry

 

Objective K

 

Expected Outcome:

The Information Technology Department will ensure that access controls are in place and monitored to protect data integrity.

 

Assessment Method:

The data for this assessment goal is obtained through a custom PhP/MySQL page located at https://www.highlands.edu/intranet/ad/viewaccts.php

 

Performance Targets:

Primary Target:

100% of all new full-time employees will complete the New Employee Technology Overview covering technology related policies and guidelines.

 

Secondary Target:

90% of all full-time employees will complete an annual training review of technology related policies and guidelines.

 

Responsible Parties:  Jeff Patty, Richard Davis



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