Technology Services Briefing Book Spring 2016

Table of Contents News Service Metrics What’s Next

News John Rossi named Deputy CIO for IT Service Delivery Units Save by Integrating with Tech Services John Towns named Deputy CIO for Research IT Year of CI Roadshows Begin Research IT Discussion Payroll Scams Thwarted NETIDs Created 5 Times Faster for the Class of 2020 Social Media Analytics Team Supports Teaching and Research Social Media Data Privacy Awareness Video Faculty Technology Summit Wireless Upgrade and Expansion Project Update Wireless Upgrade and Expansion Project Video Class Tech Support by the Numbers Technology Services KnowledgeBase Makes Finding Answers Easier

John Rossi named Deputy CIO for IT Service Delivery Technology Services is pleased to announce that John Rossi has been appointed Deputy CIO for IT Service Delivery. He comes to Technology Services after 20 years in the College of Law. During his tenure, John served the students, faculty, and staff at the College of Law in several crucial capacities, including as a Director of Support Services and Director of Information Services, Assistant Dean for Administration, and, most recently, Executive Assistant Dean. In all of these positions, John worked to support and enhance IT at Illinois. His work has been recognized on both the college and campus levels. In 2005 and 2011, John was awarded the Chancellor’s Academic Professional Excellence Award and the Carl Vacketta College of Law Administrative Excellence Award, respectively. The position of Deputy CIO for IT Service Delivery is newly created to lead distributed IT service delivery and support. IT services need to be focused on customers, reliable, and affordable. In this role, John will provide leadership, strategy, and high-level coordination for IT units across campus as we work to make IT excellent and cost-effective. John will also standardize service level agreements, create and maintain benchmarks for performance, and provide a proactive approach to strengthening relationships with our customers. We welcome John to this new role and look forward to his further developing our capabilities to provide great IT service and support across campus and at scale.

IT Investments Reduced by Integrating with Tech Services Led by John Rossi, Deputy CIO for IT Service Delivery, the Colleges of Fine and Applied Arts and Law as well as the Graduate College and Swanlund have all integrated with Technology Services at Illinois. Everyone involved has benefited from pooled resources and knowledge gained by the sharing of information and resources. To date the 4 units that have integrated with Technology Services have reduced their investments in IT by ​$672, 500​.

Projected Investment Reductions For Integrated IT Swanlund - $173,877 Law - $31,418 projected. $88,727 pending Graduate College - $82,470 pending Fine and Applied Arts - $296,000 pending

John Towns named Deputy CIO for Research IT We are pleased to announce that John Towns has been appointed Deputy CIO for Research IT. He will also continue leading the Extreme Science and Engineering Discovery Environment (XSEDE) initiative at the National Center for Supercomputing Applications (NCSA). NCSA, Technology Services, and the Vice Chancellor for Research collaborated to create the position of Deputy CIO for Research IT. This position will meet a crucial goal of the campus strategic plan: to foster scholarship, discovery, and innovation by supporting our faculty’s needs for information technology. In this position, John will work to enhance technologies and services used in research. Drawing on his resources and experiences at NCSA, Technology Services, and other campus units, John is well prepared to meet these challenges. He will focus particular attention on high-performance computing, high-speed networking, big data, and visualization. John will also collaborate with members of the campus research community to develop new initiatives, conduct ongoing needs assessments, and coordinate research IT activities across campus units. John began his career at NCSA over 25 years ago as a graduate research assistant in the gravitational relativity group. As a graduate student, he supported the development of software on NCSA’s advanced computing architectures. He has since been a pillar of the NCSA, leading efforts in user support, the exploration of new computer systems, and implementing and managing the campus cluster. John has also served as the Principal Investigator of the NSF XSEDE project, a 5-year, $130M project which integrates supercomputers, visualization and storage systems, collections of data, software, networks, and expert support, and makes these resources available to researchers around the US. We welcome John to this new role and look forward to his further developing our capabilities to accelerate research, discovery, and innovation.

Year of CI Roadshows Begin Research IT Discussions In early 2016, John Towns, Deputy CIO for Research IT, hit the road to discuss the services and technologies needs of the campus research community and plans in development to address those needs. Dubbed the “Year of CI Roadshows”, Towns held open forums inviting faculty and IT professionals to come discuss the Year of Cyberinfrastructure (CI) final report and subsequent planning currently in development with him. The Year of CI sought to create a common understanding of resources available to all faculty, highlight how these resources support research and instruction across all disciplines, and develop and implement a plan for needed resources and services in order to address shortcomings and gaps in our ability to effectively support the campus mission. The Year of CI executive committee, spearheaded by Towns and comprised of faculty and staff from ACES, Engineering IT, Computational Science and Engineering, Computer Science, the Department of Communication, the Library, NCSA, the School of Social Work and Technology Services, conducted workshops, interviews, and focus groups to gather faculty input regarding what services they use currently and what they need to enhance their work See more information on the Year of CI ​here​. 27 focus groups held 200+ persons consulted at focus groups 12 colleges participating 144 paper surveys 183 online surveys

Payroll Scams Thwarted Thanks to the work of the Privacy and Information Security Team at Technology Services and other units at the University of Illinois at Urbana-Champaign, employee payroll-targeting phishing attacks that would otherwise have been successful were detected and thwarted before any of the online perpetrators were able to benefit. These efforts resulted in preventing loss of over $200,000 in paychecks to direct-deposit fraud and similar scams. The IRS has warned that the number of e-mail scams this tax season increased by 400% compared to last year. Many of these scams seek to steal W2 or payroll information from businesses and employees. As last week’s hack at Illinois State University shows, stealing the login information from just 13 employees can lead to an estimated $50,000 in stolen wages. In 2015, an estimated $49,455.13 in combined employee direct deposit theft actions were detected and stopped. And only a few months into 2016, that number has already grown to $165,044.68. The Privacy and Information Security Team monitors suspicious behavior related to the direct deposit system. Then working with other offices on campus, Technology Services intervenes before any direct deposits are actually lost. Many of these scams attempt to steal an employee’s login and password, and then alter the employee’s direct deposit information. Common forms of this scam include asking an employee via email to click on a link to log in to a malicious web page to confirm a pay raise or new contract. Once the employee has logged in to this fake page, the hackers have control of the individual’s NetID and password. They then use those credentials to reroute the employee’s paycheck. More tips for spotting phishing emails can be found on the Security website. If you are unsure if an email request is real or not, please contact the Technology Services Help Desk by email (​[email protected]​) or by phone (217-244-7000) for assistance.

NETIDs created 5 times faster for the class of 2020 Technological overhauls and collaboration between Technology Services, Admissions and AITS allowed admitted students to become part of the Illinois family ​five times​ faster than in years past. In years past, it would take 10 days to create NetIDs. This year, ​21,968​ NetIDs were created in just ​49 hours. View the full​ ​article​.

Social Media Analytics Team Supports Teaching and Research The new Technology Services Social Media Analytics team, in collaboration with the College of Media, is providing a new service to the campus. Working with over twenty-nine faculty and staff from colleges including Business, Liberal Arts and Sciences, and Law, the Social Media Analytics team is helping to improve services, enhance research, and improve teaching. The Privacy and Information Security Team from Technology Services and the University Police Department have also partnered with the Social Media Analytics team to teach students, faculty, and staff about personal safety and data privacy. View the full​ ​article​.

Campus Groups Using Social Media Analytics The following list identifies the campus group using social media analytics, followed by what they are using it for. ACES Communication Advancement Fund Raising Alumni Association Communication Athletics General Usage Atmospheric Science Research Cline Center for Democracy Research College of Media Research + Teaching College of ACES Research College of LAS General Usage College of Business Teaching Computer Science Research College of Law Research Communication Research Coordinated Science Lab Communication Crop Sciences Communication Extension Communication Graduate College General Usage GSLIS Research I-Card Programs Communication Research

Illinois Public Media Communication Informatics Research International Affairs Fund Raising Library & Information Science Research OBFS Communication Prairie Research Institute Communication Public Affairs PR Public Safety Public Safety Vet-Med Communication

Data Privacy Video Transcript available below

Transcript Welcome to the Digital Age. In today's connected world, we're living much of our lives online. As a result, companies are creating large storehouses of data on all of us. The most obvious information being collected is social media data. Everything you post publicly and some cases privately, is being stored and analyzed. But it's not just social media. There's now a digital record of everything you buy, everything you watch, where you go and what happens at your house. Even your physical characteristics are tracked and stored. All of this data is being used to create profiles of us Using unique algorithms, they are able to cater marketing strategies directly to you. Some groups are even profiling your personality to specially adapt their interaction with you. The aggregation and storage of this data is becoming one of the most profitable enterprises on the planet. Everything you post, tweet about, like, and more is being collected. Even the location from where you post can be gathered, and can be tracked in real-time, putting you at risk Even after social media accounts are deleted, personal information can still be collected through a variety of means. After all is said and done, it is important to know what is done with your data, and to make informed decisions on what you post. You don't have to stop tweeting, you don't have to abandon social media, just ask yourself these questions before you post: Am I OK with this existing forever? Am I OK with this being read by anyone? Am I OK with this being used to profile who I am? If so...post away! Enjoy social media responsibly. For more information please visit, go.illinois.edu/SMPrivacy

Faculty Technology Summit The Faculty Technology Summit was held February 5th in the Illini Union. It provided a forum for faculty to share the technologies and services they use to enhance their teaching and research at Illinois. Eight faculty presenters, from fields as disparate as Astronomy, Computer Science, and History, detailed their current work as well as opportunities staff have to support them as they move forward. Attendees were also able to meet with representatives from a variety of services across campus to see firsthand the technology services available to assist them with their research and classroom instruction. View speaker bios, represented services and more​ ​here​.

Wireless Expansion and Upgrade Project 2,502​ Wireless Access Points have been added 89 ​buildings across campus have been completed 3,002,400​ square feet of wireless coverage have been added thanks to the installation of new Access Points For a complete list of updated buildings and additional project information visit ​connect.illinois.edu​.

Wireless Upgrade and Expansion Video Transcript available below

Video Transcript In 2014, colleges and units across campus pledged $8.4 million to expand and update the WiFi coverage in academic spaces at the University of Illinois. In March 2016, the halfway point of the three year effort, the Wireless Expansion and Upgrade project is under budget and ahead of schedule. We’ve installed 2,502 new wireless access points in academic buildings all over campus. These new access points have added an estimated 3 million square feet of new wireless coverage. That’s enough new WiFi coverage to fill Foellinger Auditorium 176 times. We’ve completed work in The Undergraduate Library, ACES Library, Grainger Library, Foellinger Auditorium, the Business Instructional Facility, the Armory, the Education Building, Engineering Hall and 81 other buildings. In the next year and a half we will install 2,500 new wireless access points, which will add over 3 million square feet of new and improved wireless coverage to campus. Currently, on an average day, 85,000 different wireless devices connect to our network, and we want that number to grow. Because no matter where you are or what you’re trying to connect, we want to make sure you receive the best wireless experience possible at the University of Illinois. Learn more about the Wireless Expansion and Upgrade Project at connect.illinois.edu

Class Tech Support By The Numbers Classroom Technologies, or Class Tech, a support unit of Technology Services, provides essential classroom technical support to general assignment classrooms across campus. The start of the semester always means a rise in support tickets as faculty settle into and become comfortable with their new spaces. The metrics provided include support requests from January 1 - February 4, 2016.

Common Questions Training requests - 68 General information - 66 Classroom computer assistance - 64 Classroom lecture assistance - 56 Event support - 1

Requests for Support in the Classroom LCD projector or monitor - 49 Laptop inputs - 43 Additional equipment - 23 Control panel or touch panel - 17 Microphone - 15 Document camera - 8 Program audio - 6 Wireless presentation - 3 DVD or blueray - 2 Lecture capture - 1 Assistive listening system - 1

Technology Services KnowledgeBase Makes Finding Answers Easier It’s becoming a lot easier to find the answers to fix IT problems thanks to the Technology Services KnowledgeBase. Serving as a storehouse for support documentation, the KnowledgeBase allows students, faculty, and staff to troubleshoot problems on their own before requesting assistance. A large part of the KnowledgeBase’s power comes from its collaborative features. Individual departments can upload their documentation to their own KB, and then also share that documentation with other departments who are also using the KnowledgeBase. These shared articles then take on the branding of the departments that choose to display the articles. Sharing information helps improve the accuracy of documentation, as well as eliminates the need for individual departments to each create their own version of the same documentation. At the University of Illinois, the KnowledgeBase is currently being used by Technology Services, AITS, the College of Liberal Arts and Sciences (LAS), and the College of Education. UIS and UIC are both starting to use the KnowledgeBase as well. Read the full​ article. Visit the Technology Services KnowledgeBase ​here​. If your department is interested in setting up a KnowledgeBase instance, please email: [email protected]

Article Views 841,395 views in 2015 717,024 views in quarter 1 of 2016

Service Metrics Averages Across Core Services Active Directory Campus Network External Campus Network Internal Campus Wireless Compass 2G Email Relays Exchange Google Apps Illinois Wiki Lync/Skype for Business Shibboleth U of I Box VPN Webstore

Averages Across Core Services Availability 11 month average 99.6% March 99% April 100% May 99% June 99% July 99% August 100% September 99% October 100% November 100% December 99% January 100%

Performance 11 month average 99.11% March 99% April 100% May 99% June 99% July 99% August 99% September 99% October 100% November 99% December 100% January 99%

Active Directory Availability Target is 99% 11 month average 99.98% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Authentication time less than 1 second 11 month average 98.36% March 99% April 100% May 95%. ​Performance metric deficiencies were not gathered prior to December 2015. June 96%. ​Performance metric deficiencies were not gathered prior to December 2015. July 96%​. ​Performance metric deficiencies were not gathered prior to December 2015. August 96%. ​Performance metric deficiencies were not gathered prior to December 2015. Additional system metrics were added that artificially lowered performance measurements. These system metrics, while helpful for monitoring the overall health of the service, did not have an impact on the customer experience. They were removed in September. September 100% October 100% November 100% December 100% January 100%

Campus Network External Availability Target is 99% 11 month average 99.89% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Round trip less than 100 milliseconds 11 month average 99.55% March 100% April 100% May 100% June 97%. ​Performance metric deficiencies were not gathered prior to December 2015 July 100% August 100% September 100% October 98%. ​Performance metric deficiencies were not gathered prior to December 2015 November 100% December 100% January 100%

Campus Network Internal Availability Target is 99% 11 month average 99.89% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Round trip less than 30 milliseconds 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Campus Wireless Availability Target is 99% 11 month average 99.45% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 94%. ​It appears there was a problem with some of the controllers sending information to the monitoring system, therefore, the system registered an "outage" although there wasn't one. This is a technical problem with the monitoring system of which the service admins are now aware. January 100%

Performance Target is 99% Metric being measured: Response time less than 2 seconds 11 month average 99.64% March 100% April 98%. ​Performance metric deficiencies were not gathered prior to December 2015 May 100% June 98%. ​Performance metric deficiencies were not gathered prior to December 2015 July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Compass 2G Availability Target is 99% 11 month average 99.74% March 100% April 100% May 100% June 99% July 100% August 100% September 100% October 100% November 100% December 94% January 100%

Performance Target is 99% Metric being measured: Page load time less than 1.5 seconds 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Email Relays Availability Target is 99% 11 month average 98.51% March 90%. ​Outage details were not gathered prior to December 2015. April 95%. ​Outage details were not gathered prior to December 2015. May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Mail server response time less than 5 seconds 11 month average 99.45% March 100% April 100% May 98%. ​Performance metric deficiencies were not gathered prior to December 2015 June 100% July 98%. ​Performance metric deficiencies were not gathered prior to December 2015 August 98%. ​Performance metric deficiencies were not gathered prior to December 2015 September 100% October 100% November 100% December 100% January 100%

Exchange Availability Target is 99% 11 month average 100% March 100% April 100%​. May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Response time less than 5 milliseconds 11 month average 99.55% March 100% April 100% May 100% June 100% July 98%. ​Performance metric deficiencies were not gathered prior to December 2015 August 100% September 100% October 99% November 98%. ​Performance metric deficiencies were not gathered prior to December 2015 December 100% January 100%

Google Apps at Illinois Availability Target is 99% 11 month average 99.28% March 99% April 99% May 100% June 100% July 100% August 100% September 100% October 99% November 99% December 99% January 100%

Performance Target is 99% Metric being measured: Google calendar, docs, drive, and gmail operational 3 month average 95.33% March not collected April not collected May not collected June not collected July not collected August not collected September not collected October not collected November 95%. ​Performance metric deficiencies were not gathered prior to December 2015 December 98% January 93%. Google Apps Support resolved a service disruption on 1/26. Several service disruptions for unsupported apps are included in this calculation and are being removed for future reporting periods.

Illinois Wiki Availability Target is 99% 11 month average 99.5% March 99% April 100% May 97%. ​Outage details were not gathered prior to December 2015. June 99% July 100% August 100% September 100% October 100% November 99% December 100% January 100%

Performance Target is 99% Metric being measured: Page load time less than 1.5 seconds 11 month average 98.73% March 100% April 100% May 95% June 98%. ​Performance metric deficiencies were not gathered prior to December 2015 July 98%. ​Performance metric deficiencies were not gathered prior to December 2015 August 100% September 99% October 99% November 100% December 98% January 98%. ​Unplanned outage occurred in early morning hours of January 15th. Efforts ongoing to determine root cause. Additionally, efforts are ongoing to improve outage notification processes so service management is alerted in more timely fashion.

Lync/Skype for Business Availability Target is 99% 11 month average 99.99% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Page load time less than 1.5 seconds 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Shibboleth Availability Target is 99% 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Processing logins 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

U of I Box Availability Target is 99% 11 month average 98.75% March 97%. ​Outage details were not gathered prior to December 2015. April 100% May 99% June 99% July 100% August 100% September 93%. ​Outage details were not gathered prior to December 2015. October 100% November 99% December 99% January 100%

Performance Target is 99% Metric being measured: Website, box sync, preview, uploads and downloads, sharing, search, mobile and box notes operational 11 month average 97.00% March 94%. ​Performance metric deficiencies were not gathered prior to December 2015 April 99% May 98% June 96%. ​Performance metric deficiencies were not gathered prior to December 2015 July 98% August 100% September 92%. ​Performance metric deficiencies were not gathered prior to December 2015 October 99% November 98%. ​Performance metric deficiencies were not gathered prior to December 2015 December 97%. ​Performance metric deficiencies were not gathered prior to December 2015 January 96%. ​Box Support reported possible disruptions to some of their applications on January 13th and January 21st, 2016.

VPN Availability Target is 99% 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

Performance Target is 99% Metric being measured: Response time less than 5 seconds 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

WebStore Availability Target is 99% 11 month average 99.76% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 99% December 99% January 100%

Performance Target is 99% Metric being measured: Response time less than 1.5 seconds 11 month average 100% March 100% April 100% May 100% June 100% July 100% August 100% September 100% October 100% November 100% December 100% January 100%

What’s Next? Technology Services Transformation Wireless Announcement IT Power Plant Next Generation Support Illini Secure

Technology Services Transformation Technology Services at Illinois is transforming itself to support faculty and student innovation and creativity, while positioning our organization to fully support the campus strategic vision. We will help the University of Illinois differentiate itself from competitors by providing new value in a number of ways. The EDUCAUSE Top 10 IT Issues for 2016 report (​available here​ and in the video on this page) outlines three themes driving our transformation: Divest - Technology Services is making room for newer, more effective technologies by moving away from today’s inefficient or duplicated IT infrastructure toward more reliable, effective, and up-to-date external solutions. Reinvest - Technology Services is laying the groundwork for using IT to deliver information technology that more effectively supports the core academic mission by reinvesting in its people to develop new areas of expertise, new support capabilities, and new methods to help faculty, students, and staff in their work. Differentiate - Technology Services will deliver IT services that contribute directly to campus’ most strategic priorities, including student success, affordability, excellence in research and teaching, and data analytics.

Wireless Announcement Technology Services is excited to announce that we are significantly upgrading our WiFi solution across all of campus. We plan to replace every wireless access point on campus with new hardware from a new vendor by the start of the Fall 2016 semester. All campus buildings that have WiFi will be part of this mass refresh. In order to minimize disruptions, most of this work will be done after the semester is over, although some work will be completed before then. Specific scheduling information will be coordinated with building managers and local IT professionals. While we will be installing the latest hardware, this change will not affect the settings needed to connect to IllinoisNet. This refresh also will not affect the schedule of the campus Wireless Expansion and Upgrade Project.

IT Power Plant The IT Power Plant is a collaborative partnership bringing together over 120 representatives from 24 different units across campus to deliver consistent, reliable, and cost-effective technology services for all University of Illinois students, faculty, and staff. The IT Power Plant leadership teams are evaluating a number of proposed campuswide solutions in areas such as storage, backups, printing, virtual hosting, endpoint services, web hosting, and help desk services. Once the proposed solutions are approved, implementation teams will work to bring these transformative solutions to campus. By working together instead of separately, the IT Power Plant will drive down costs, reduce duplication, and free up resources that will allow the campus to support more cutting-edge technologies for research, teaching, and learning. The IT Power Plant website, ​http://itpowerplant.illinois.edu​, contains more information including all of the solution recommendations and documentation.

Next Generation Support Supporting the technology needs of 44,000 students and 11,000 faculty and staff at the University of Illinois is no small feat. It requires the dedicated, hard work of IT professionals from across campus. While improved collaboration and coordination between Technology Services and local IT units have yielded better customer support on campus, based on feedback, there remains room for improvement. A variety of collaborative initiatives are taking up that charge. One initiative for enhanced support focuses on outfitting IT professionals with the tools, knowledge, and training to provide enhanced support to researchers and instructors. The goal of this initiative is to enable technology support teams to better connect researchers and instructors with the IT tools that they need to accomplish their goals. Work is also under way to expand the availability of campus IT support. Along with the ability for students, faculty, and staff to receive assistance through a variety of means (e.g. phone, email, online chat) at any time of day, additional walk-in support locations are being explored.

Illini Secure The Privacy and Information Security team of Technology Services is always hard at work protecting the university against threats from aggressors seeking to steal data and access systems. In the ever-changing world of information security, teamwork is essential to successfully staving off threats. Illini Secure is a new 5-year effort kicking off during the summer of 2016. This effort, led by Chief Privacy and Security Officer Joe Barnes, aims to pull together security liaisons from each unit to assist in promoting privacy and security best practices, assisting in training, assisting in security evaluations, and increasing security awareness. Key goals of the Illini Secure program include: ● Developing a standardized privacy and security approach ● Understanding the IT infrastructure ● Understanding the evolving nature of external threats ● Understanding the business and research of the university ● Facilitating an information risk aware culture ● Supporting university members in owning their information security and risks ● Providing timely incident and emerging threat responses

Thank you for reading For more information visit ​techservices.illinois.edu