Status of Review Recommendations

As of May 30, 2008

Recommendations from Reviewers – October 2007

Reed Sheard (Spring Arbor), Henry DeVries (Calvin College) and Dave Tindall (Seattle Pacific)

A. Recommendation:

It is our recommendation that the IT staff and Westmont should move aggressively to recover confidence and support for IT with all campus groups.

1. Improve the overall reliability of all core systems.

Status/Completed:

  • 10-07 Email service stabilized by running on a new server and the data on appropriate storage.
  • 11-07 Redundant LDAP (authentication) servers implemented.
  • 11-07 Backup DHCP (network access) server implemented.
  • 11-07 Backup DNS (Domain Name Service) server implemented.
  • 12-07 Redundant air conditioners implemented in basement of Kerrwood.
  • 12-07 New, large UPS (battery backup) installed in basement of Kerrwood.
  • 01-08 NetBackup software installed and is being implemented for data backup
  • 01-08 Backup domain controller added to the primary domain controller.
  • 02-08 Storage Area Network (SAN) purchased and installed.

2. While communication has improved recently it is recommended that better communication between IT and the college is needed. Currently communication is not occurring or too technical or lengthy to be effective.

Status/Completed:

  • 08-07 System Status Page is kept up-to-date.
  • 08-07 This document and web site should help communicate to anyone interested.

3. The absence of a help desk dramatically limits the ability of IT to service and support Westmont College. The creation of an effective help desk would significantly improve service levels at the college. It is imperative for IT to develop ways to become more responsive to customer needs.

Status/Completed:

  • 11-07 The Computer and Technology Advisory Committee felt that while this couldbe helpful, it was not a high priority. In speaking to the student rep on CTAC, he felt that it was more important. We will explore ways to improve.

4. It is our recommendation that Westmont administration consider adding technology representation to the college executive team. This individual should possess a background in technology in order to represent the true needs of IT (strategically and tactically).

Status/Completed:

  • The President has created a new position of VP for Technology and recruitment is in process.

B. Recommendation:

Focus more intentionally on technology for teaching and learning.

IT remains ready to assist the faculty in achieving its goals in this area.

1. Invest in making the Learning Management System (LMS) more effective and widely deployed through better technical support and end user (faculty and student) training.

2. More intentional encouragement, sponsorship, and support of individual faculty.

3. It is recommended that Westmont consider developing a strategic plan for the use of technology in academics.

C. Recommendation:

Focus on web services for all parts of the campus.

We need to fill the vacancy we have for a programmer/analyst and possibly look for consulting help.

Status/Completed:

  • Recruiting since August

1. Basic services for students such as web registration, grades, network drives should be readily available via the web 24x7.

Status/Completed:

  • A few faculty members are testing selected functionality.

2. Additional web services for Advancement and Admissions should be provided.

Status/Completed:

  • These will be added once the Registrar-related functions are online.

3. It is our recommendation that students, staff and faculty should have off-campus access to everything they get on-campus.

Status/Completed:

  • An assessment will be undertaken of what we need to make accessible off-campus.

4. It is our recommendation that secure access to the college ERP via the web is essential for Westmont. If expertise does not exist with the current IT staff we recommend that Westmont engage the free Datatel Business Advisory Service to assist the IT staff in developing the plan to accomplish this.

Status/Completed:

  • Datatel Business Advisory Services were engaged previously. We are open to contracting with Datatel in the future when the company's services will be beneficial to the college.

D. Recommendation:

Core Technologies.

We are working with Novacoast to develop a plan for this. See recommendation G below.

1. Many departments have acknowledged significant productivity loss as the result of disruptions and problems. IT is not capable of meeting basic SLAs due to servicing too many “bits and pieces” which require too much specialized knowledge and infrastructure maintenance.

Status/Completed:

  • The infrastructure is being replaced as we have time and money.

2. It is recommended that new core technology choices, when evaluated by the IT staff, also include consideration for how to leverage technology platforms in multiple areas. “Best of Breed” may not always be “Best for Business”. Therefore core technologies need to move to enterprise class in order to become more stable and supportable. It is our unanimous agreement that if the current situation persists it could have a negative impact on Westmont’s reputation and standing.

Status/Completed

  • See recommendation G below

E. Recommendation:

Resource increases.

1. It is recommended that a minimum of 2 or 3 FTE be added to the IT staff. Suggested areas would include help desk, administrative computing, server administration and faculty support.

Status/Completed:

  • Two additional positions have been funded starting July 2008.
  • A student technology fee of $100/semester is being instituted for the 2008-2009 academic year.

F. Recommendation:

Capital investment over 12-18 months (minimum ~$250-300,000).

1. It is recommended that Westmont provide a capital investment of $250-300,000 over the next 12-18 months to fund necessary infrastructure and systems improvements and upgrades.

Status/Completed:

  • 01-08 The Storage Area Network (SAN) was paid for from additional capital funds.
  • Three projects are funded from CIP for next fiscal year.

2. Depending on the ability of Westmont to recruit and hire skilled IT staff due to high cost of living challenges, it is recommended the Westmont consider outsourcing specific services in order to increase access and stability.

Status/Completed:

  • Scheduled 04-08
    • Student and alumni email will be outsourced to Google.

G. Recommendation:

Engage Novacoast for specific technology decisions.

1. It is suggested that Westmont enlist Novacoast, or another similar consulting organization, to assist IT in the development of a three-year technology strategy plan. This is necessary to ensure that current purchases are in line with not only short-term tactical objectives (stability) but also the long-term strategic goals of Westmont College.

Status/Completed:

  • See item A.1. for projects already completed.

Short term recommendations from Novacoast:

  • Plan and Implement a Disaster Recovery Plan
    • Pending funding
  • Purchase and implement appropriate storage hardware (Fiber Channel SAN)
    • Installed 02-08
  • Implement redundant infrastructure and servers for critical services
    • Pending funding
  • Implement backup and storage management software
    • Backup software installed 01-08
  • Implement robust LDAP directory (eDirectory)
    • Pending funding

Long term recommendations from Novacoast:

  • Implement clustering for critical service.
    • Pending
      • Move to virtualized setup of servers
    • 01-08 Nine virtual servers implemented on three (3) physical servers.
      • Implement redundant links for network core.
    • Pending
      • Review network priorities (security, redundancy, availability).
    • Pending
      • Implement identity management.
    • Pending
      • Implement security event management and realtime monitoring.
    • Pending
      • Implement capital budget for server and infrastructure equipment replacement.
    • CIP requests have been submitted.
      • Implement new groupware product.
    • We are investigating several products.

2. An outside organization should also review recommendations for vendors and products for deployment.

Status/Completed:

  • 01-08 We had an independent consultant review and comment on the plan submitted by Novacoast.
  • When purchasing equipment or services, we are obtaining at least two (2) proposals.

H. Recommendation:

Information Security Consulting.

1. Engage an independent Information Security firm to undertake a survey of the critical information security components of the IT infrastructure.

Status/Completed:

  • 02-08 We have started a project with iSecureSolutions to do a security assessment.

2. At minimum, survey server vulnerabilities (open ports and software vulnerabilities), network structure (VLANS, DMZ, etc.) and IT policy environment.

Status/Completed:

  • 02-02-08 We have started a project with iSecureSolutions to do a security assessment.

3. Recommendation: Kathleen Roberts of iSecureSolutions (www.isecuresolutions.com)

Status/Completed:

  • 02-08 We have started a project with iSecureSolutions to do a security assessment.

I. Recommendation:

Increase in overall IT budget.

1. In addition to one-time financial investments in the IT infrastructure it is our recommendation that strong consideration be given to permanently increasing the IT budget to ensure the long term success of the department at Westmont. It is our opinion that the current IT budget is not sufficient to meet either expected institutional service levels or to position the department to effectively support the various strategic priorities coming from administration and academics.

Status/Completed:

  • Budgets for 2008-2009 have been increased.
  • A student technology fee of $100/semester is being instituted for the 2008-2009 academic year.

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Recommendations added by Barry Cunningham

BC 1. Implement change control procedures.

  • 01-08 We have implemented a change control process and will be refining it.

BC 2. Evaluate and select a “collaboration suite” for faculty and staff.

  • We are evaluating several possibilities

BC 3. Select email solution for non- faculty and staff.

  • Scheduled 04/08
    • We have selected Google to host email for all users other than faculty and staff

BC 4. Upgrade and replace network equipment.

  • Waiting for budget to start this.

BC 5. Provide sufficient support for Colleague reporting.

  • Recruiting since August.
    • Waiting for new employee.

BC 6. Upgrade with “green features” in mind.

  • Power consumption is being considered when selecting equipment.

BC 7. Provide training to IT staff.

  • Pending staff time.

BC 8. Complete Colleague implementation for the Business Office.

  • Dependent on business office availability.

BC 9. Complete conversion to Colleague Advancement.

  • Conversion is in process and scheduled to be complete 7/20/08.

BC 10. Develop Service Level Agreements (SLAs).

  • Pending available time.

BC 11. Develop plan to backup essential data stored on desktops and laptops..

  • Pending available time.