February 2010
IT Connections Masthead
In This Issue
ITS Professional Development
IT Out and About
Adobe Connect Pro Builds Strong User Base
ITidbits
Problems at Microsoft Interrupt SUmail
Orange Tracker on Track
Revised ITS Change Management Process Successful
Quick Links
Join Our Mailing List
Quick Notes
 
ITS Staff Milestones
 
Congratulations to the following people for their years of service at Syracuse University:
 
Larry Roux, IT Analyst - 20 years
Jim Hopkins, IT Manager - 15 years
IT Professional Development
Staff on the cutting edge 
 
Training & Education

 

Neal Coffey

completed training at Avid headquarters in Tewksbury, MA to become an ACI (Avid Certified Instructor)
 

Conferences & Forums
 
January 13 to 15, Lee Badman attended the Airheads Community Conference in Scottsdale, Arizona, a three-day wireless networking event hosted by Aruba Networks. The purpose was to explore Aruba as a wireless vendor and compare notes with other wireless network managers from a variety of industries. 
 
Ryan Elstad attended the NERCOMP Security Conference in Southbridge, MA on January 22. 

 

IT Out and About
Connecting with the campus and beyond
 
Chris Dranchek and Glenda RanalloGlenda Ranallo and Chris Dranchek performed with The Onondaga Civic Symphony Orchestra on Sunday, February 7, 2010 in the Setnor Auditorium in Crouse College.  The Orchestra is composed of volunteers from across central New York and performs several concerts a year.  This concert featured SU associate professor of piano, Fred Karpoff.  Fred is a world-renowned pianist and Glenda and Chris found it a great honor to have the privilege of playing the Tchaikovsky Piano Concerto No. 1 with Fred as soloist.
 
Neal Coffey is again teaching a couple of courses in the Television-Radio-Film department at Newhouse. TRF 510 Light and Lens 1 is an overview of basic photographic principles applied to small format digital video and cinema cameras. TFR5 510 Avid Editing introduces students to the Avid Media Composer interface which has become the industry standard.
 
After receiving an invitation from the Higher Education User Group (HEUG), Larry Roux presented a HEUG-sponsored webinar on January 28 on how to use the PeopleSoft system tables for querying information on PeopleSoft system internals.  The webinar was attended by 58 registered HEUG members from across the country.
 
Michael Wunderlich and David Hoalcraft recently participated in two poker tournaments, each supporting a group in central New York: Charity for Children and The Samaritan Center.  Both made the final table at the Charity for Children tournament with Michael finishing seventh and David second. 
 
Michael Wunderlich has just joined the Board of Directors for the CNY Orange, SU's alumni club in central New York.  He has been working with the club's largest fundraising committee, a golf tournament, for two years and hopes to soon organize a new poker tournament fundraiser.

 
Adobe Connect Pro Builds Firm User Base
Web conferences take hold as collaborative tool
 
Since its official campus launch last fall as SU's web conferencing tool, Adobe Connect Pro (ACP) has attracted a number of dedicated users.  Groups large and small have convened online and securely shared documents, audio, video, presentations, desktops, whiteboard updates and more in real time, right from their individual desktops.  Adobe Connect Pro provides a whole new set of collaborative opportunities.
 
In a note to iSchool faculty announcing ACP's availability, Peggy Brown, Director of Instructional Design and LMS Adminstrator at the iSchool said "This is a very easy system to use.  I encourage you to use it and have your students use it.  It's great for virtual group work and meetings."
 
In less than four months, ACP has attracted 651 registered users, 277 of whom have hosted 650 meetings.
 
Adobe Connect Pro Logo"ACP has been a great product for us so far," said Chuck Savage of the School of Architecture. "We have run two seminars that would not have been possible otherwise. In each case the professor was off campus and wanted to present an interactive presentation to be viewed and heard by the students. They were also able to hear and chat with students. Presenters, faculty, and students all enjoyed the presentations and were happy with how simple the setup was to do."
 
While ACP will allow as many as one hundred participants in a single session, meetings thus far have averaged 6 participants and lasted an average of 43 minutes.
 
At the Whitman School of Management, Mitchell Franklin, Assistant Professor of Management & Accounting, uses ACP for live audio class sessions in his distance-learning MBA class. "Every 2 to 3 weeks I hold a 'class' where I spend an hour or so answering student questions and highlighting the points they should be taking away from the lessons," said professor Franklin. 
 
Eunkyu Lee,  Associate Professor of Management & Marketing at Whitman is using ACP for holding meetings with iMBA student groups, each with 4 or 5 students, located all over the country. Said professor Lee, "Later this semester, I also plan to use it for holding office hours."
 
Scott Nadzan, Whitman's Director of Information Technology, shared that "Whitman faculty and students used Adobe Connect Pro to deliver our first class to Camp Lemonnier, a United States Naval Expeditionary Base in Djibouti, Africa. The core element of this program is utilizing students to advance entrepreneurship in developing countries.  Participants in the session were in Syracuse, Washington, DC and Djibouti."
 
"I was delighted to find out that SU had a product that would enable my students and me to interact in real time," said Stacy Veeder, Adjunct Faculty in the iSchool. "Through Adobe Acrobat Connect Pro, I'll be able to conduct an exercise that I didn't think would be possible in the course, which is presented entirely online.  The students will be able to meet with me in small groups and engage in a role-playing exercise involving real-time debates.  I'm very pleased that I can now take this activity online."

Stacy found the ability to use microphones and web cameras key to conducting her exercise, and the "chat" pod also came in handy.  "I was also happy to discover that we can share files in another pod, and I can even share my entire desktop," she said. "Also, while I haven't decided yet whether I'll require my students to "raise their hands" electronically in order to speak, it's very nice that I have that option."

Stacy's students also use ACP to record and make available oral presentations.  "Students gain experience in making such presentations and learn from one another about issues that go beyond our regular class discussions," she said. "The tools offered by Connect Pro will enable each student to record both the oral presentation itself and any visual materials that he or she wishes to include.  Later, the other students in the class will be able to access each recording at their convenience, much in the same way they now access their assigned readings."

"I suspect that, the more I use Connect Pro, the more I'll see additional ways to use it in my teaching," said Stacy. "Connect Pro appears to be an extremely powerful tool, and I'm excited about incorporating it into my online classes."

Attend an Adobe Connect Pro Demo
 
If you are interested in learning more about web conferencing, its uses and implications, please attend a demonstration session on
March 23, 2010 at 3:00 p.m., in room 0-213, Center for Science & Technology. 
To register for the session, or if you have any other questions, please email help@syr.edu.
 
Get Started 
 
To learn how to put web conferences to work using Adobe Connect Pro, visit the ITS web site at http://its.syr.edu/webconference/
 
 
ITidbits
Facts and figures about IT 
 
Adobe Connect Pro (ACP) became available for web conferencing at SU in October, 2009.  Since then:   
  • Fiber optic jack651 users have registered 
  • 227 users have hosted 650 meetings
  • More than 2,000 hours have been spent in meetings on ACP
  • The average ACP meeting had 6 attendees and lasted 43 minutes
  • There are about 9 GB of stored meetings, including meeting documents, available for replay
  • Among the schools and colleges, the iSchool has the most users (29) and the most time in ACP meetings (189 hours).  
 
SUmail Logo
 
Problems at Microsoft interrupt SUmail Service
Multiple institutions find mail delayed, but not lost
 
At about 3 p.m. Monday, February 8, SU's email administrators became aware that messages sent to addresses on the SUmail system were being delayed due to problems within Microsoft's Outlook Live system.  SUmail is the student email system at Syracuse University. It is managed by ITS and utilizes Microsoft's Outlook Live email service. 
 
"The Microsoft Outlook live problems apparently affected several institutions in addition to SU," said Eric Sedore, Director of SU's Core Infrastructure Services.  "Mail was being delayed, and the delay was long enough to trigger what appeared to be "undeliverable mail" notices. These were really notifications that mail delivery was delayed."
 
Other institutions reported that some mailbox content was not available after users had logged in. Microsoft reported that mail was not lost and was working to restore any content that was unavailable and to restore mail delivery to normal levels as quickly as possible.
 
According to http://outlookliveanswers.com, Microsoft's Outlook Live Blog, "A few users started reporting seeing an empty mailbox where mail could be sent/received but older mail was missing from their mailbox. We understand that this can be alarming but users in this state have not lost their old email. We are currently working to restore the older mail to the affected users. Other unaffected users may experience some delays in email delivery."
 
At about 1 p.m. on February 9, Microsoft reported: "Many users affected by this morning's issue can now access their old emails, and we are in the process of resolving the issue for the remainder of those affected. During this time, some users may experience delivery delays, which we expect to be resolved soon."
 
By 4:45 a.m., on February 10, Microsoft finished processing backlogged emails, and normal email flow had been restored for all users.  However, for affected users, delivery of emails sent to them between 8 p.m. and 12 a.m. on February 8 occurred over the next several days. 
 
Microsoft stated that the problem was resolved around 9:30 a.m. on February 10. In their post-mortem report they say that "A software upgrade caused some existing users to be treated as new users and created new mailboxes. The process that incorrectly identified existing mailboxes was reversed, enabling users to access their original mailbox. Any messages that were delivered to the temporary mailbox are being merged back to the original database." The report goes on to say that Micosoft's "operations and engineering teams are undertaking a comprehensive review of automated processes to prevent similar events from impacting service."  Microsoft has also identified for improvement their "increased focus on meaningful, timely, and specific communications to Outlook Live Answers during service impacting incidents."
 
ITS continues to monitor developments.
 
 
Orange Tracker Logo
New Issue Tracking System on Track
Pilot focuses on ITS support resources; more to follow soon 
 
Orange Tracker rolled out Monday, February 15, 2010.  Starting at 10:32 a.m., all e-mails sent to help@syr.edu, consult@syr.edu, and other ITS support aliases were directed to Orange Tracker for resolution and tracking.  "Any issues that could not be resolved internally were re-created in Service Desk," said Don Little, Orange Tracker Project Manager. "The only real change that any of our users initially experienced was in the notification e-mail that they received."
 
This pilot will run for a while for only ITS support resources.  This will allow for testing, bug identification, and development of best practices in a controlled environment using real issues in Orange Tracker.
 
"We intend to run the pilot for about a month and then start rolling it out to external departments," said Don, "If things go exceptionally smoothly, we may move that schedule up slightly. 
 
For background information, visit the Answers wiki
. You can also visit the Orange Tracker Core-Team blog.
 
For more information about Orange Tracker, send email to help@syr.edu, visit one of the links above, or contact Don Little at dmlittle@syr.edu or x1849.
 
 
 
Revised ITS Change Management Process Proving Successful
Improved control leads to more stable and predictable IT environment
 
TeamworkThe revised ITS Change Management Process is clearly proving successful due to consistent, active involvement of ITS staff, resulting in improved planning, operation and control of information technology resources. More work is planned, and less is reactionary, leading to greater productivity, less negative user impact, and a more stable and predictable IT environment. Customers have greater access to IT resources, and are more likely to be satisfied with ITS services and their delivery.   
 
So concludes the recently completed analysis of the revised ITS change management process.
 
In mid-2008 Information Technology and Services (ITS) started a project to improve its change management process. Change Management (CM) is a formal, centralized process intended to ensure all changes to SU's information technology resources are well planned, tested, coordinated, communicated, and successful in a timely fashion and with the least possible negative impact on productivity and users.
 
The analysis was undertaken by ITS to assess the revised process.  Key findings from the analysis include: 
  • On average, 92% of CM meetings were attending by 91% of the CM Team members.  Attendance is a key metric for the new process.
  • The incidence of scheduled changes (as reflected by downtimes postings) has increased 165% since 2004.  This is a key metric.
  • The incidence of unscheduled downtimes decreased 64% in the same time frame.
  • Since 2007, average scheduled downtimes per month have increased 139%, while average unscheduled downtimes per month have decreased 42%. This is a key indicator of success.
  • Since 2004, the incidence of all downtimes occurring on standard outage window days (Saturday, Sunday and Tuesday) has increased 219%.
 The redesigned Change Management process simplifies documentation protocol based on the complexity of any changes, and provides prompt authorization, scheduling, and communication of changes and any resulting downtimes. The process includes a unique Change Classification Assessment tool to standardize change requests and streamline discussion and decisions.
 
"The process we now use is far better than what we used in the past," said Bob Marturano, the longtime facilitator of weekly CM meetings under both the old and the new process, "The old system, while it served its purpose, never had the buy in that the current system has." 
 
Erik Anderson, Jenny Gluck, and David Harris led the project team that developed the new process.  Team members included: Cindy Barry, Bruce Boardman, John Capozollo, Christopher Croad, Chris Finkle, David Hoalcraft, Steve Leonard, Bob Marturano, Michael Morrison, Peter Morrissey, Jim Pampinella, Trudi Porter, Eric Sedore, and Wade Stringer.  
 
Click here to read or download the complete "Analysis of the Revised ITS Change Management Process". 
 
 

IT Connections is published monthly by Information Technology and Services at Syracuse University. Please submit story ideas and news items to Chris Finkle.

Phone: 443-2677