IT Services and Key Performance Indicators

FY 2012 - 2013
 MUIT Services and Key Performance Indicators 2

Table of Contents
Executive Summary ..................................................................................................................... 3

Organization ................................................................................................................................. 3

Budget .......................................................................................................................................... 4

Cost Recovery and Revenue......................................................................................................... 5

Customer Services and Facilities.................................................................................................. 7

Collaborative Learning Spaces ..................................................................................................... 8

Computer Labs ............................................................................................................................. 8

myMU Portal ................................................................................................................................ 8

Online Learning ............................................................................................................................ 9

Marshall University Library Services ........................................................................................ 12

Digital Video Services and Lecture Capture .............................................................................. 15

Administrative Services.............................................................................................................. 16

Enterprise Applications .............................................................................................................. 16

Web and Portal Services............................................................................................................. 17

System Services .......................................................................................................................... 17

Network Infrastructure ............................................................................................................... 19

IT Research Services .................................................................................................................. 21

Big Green - HPC ........................................................................................................................ 21

Internet2® SEGP ........................................................................................................................ 22

IT Security .................................................................................................................................. 23

Governance................................................................................................................................. 25

Strategic Directions .................................................................................................................... 25

Appendix I – MUIT Service Costs ............................................................................................. 26

2012-2013
 MUIT Services and Key Performance Indicators 3

Executive Summary
The Information Technology Organization at Marshall
University (MUIT) provides and creates an evolving,
innovative and integrated information technology environment
that empowers, enhances and engages the academic, support
and research activities of the University by delivering effective
IT products and services that help students, faculty, and staff
to achieve Marshall University goals. MUIT supports a broad
range of critical campus services including voice
communications, emergency signaling, facility management systems and real-time information
delivery services and connectivity to outside agencies and organizations (i.e. WVNet, OARnet,
clinics, etc.).

Marshall University Information Technology manages and provides technical support for the
MUOnLine environment that includes almost the complete suite of Blackboard products that are
interfaced to our comprehensive Banner ERP. All MU courses receive an online course section in
Blackboard Learn and have access to tools such as Blackboard Collaborate, Respondus, Camtasia
Relay, MyCourse Eval, DegreeWorks and Lynda.com. We continue to experiment with in-class
collaboration tools such as Tidebreak, Learn Space and products similar to Apple TV. Students
using mobile devices access their course materials via the MUMobile app. Our unified IT support
desk is available virtually around the clock for all their IT support needs. Since libraries are part
of the Information Technology team, tutoring and reference questions are also addressed via the
same support desk. IT also supports a robust Faculty Development Center to assist with the online
conversion of course materials. MUOnline also supports Online College Courses in the High
School program that includes a free course called “How to Succeed in College.” It is designed to
expose high school students to best practices for taking online courses. It also creates a perfect
opportunity to make connections with the K-12 community in the hopes they will eventually
come to MU as full-time college students.

Our vision is to serve all campuses in a unified cost effective manner. The transformation is a
result of a comprehensive approach built on careful analysis of internal and external factors,
development of an appropriate administrative/funding model, building top-to-bottom buy in,
expansion of instructional technology, a solid technology infrastructure and effective promotion.
The MUIT team members actively review emerging technologies that will strategically provide
the most robust, cost effective and scalable solutions to the growing technology and information
needs of our administrators, researchers, faculty, staff and students. Our IT Service Catalog is
available at: http://www.marshall.edu/it/complete-it-services-catalog/ We offer several videos
that provide an IT Services Overview for our new students (IT Services Overview, MUOnline,
Drinko Resources and myMU). MUIT provides both general (www.marshall.edu/it/kpi) and
detailed Key Performance Indicators (KPIs) for core IT services.

Organization
Over the last few years, Information Technology instituted a major reorganization plan that
focused on two principles: 1) The quality of and an emphasis on service 2) An increased
emphasis on security and sustainability. The vision is to reorganize around the provision of
information resources and services and to provide a sustainable core of resources and services at

2012-2013
 MUIT Services and Key Performance Indicators 4

the highest level of quality. Increasing the flexibility and mobility of staff among delivery teams
will allow streamlined operations. Overall, our new structure and client-oriented approach
enabled us to respond more flexibly to needs and innovations, provide better service to the
campus, and increase the benefits derived from each investment. The new structure is designed to
maximize our investment in these areas by delivering each aspect of the resources and technology
as a service. Focusing on the provision of services will allow the merger of similar, sometimes
redundant operations allowing for the movement of
individuals and skills to gain efficiencies (common
service desks, etc.). Expected cost efficiencies will be
re-invested to support budget shortfall.

Information Technology has 125 full-time positions

distributed in the following units: IT Administration
(Senior Vice President for Information
Technology/Chief Information Officer – CIO,
Assistant VP for IT, Assistant VP for Online Learning & Libraries, Chief Technology Officer –
CTO, Chief Information Security Officer - CISO, Executive Director of Customer Services and
Shared Support Staff). These are inclusive of all campus locations and centers. The Senior Vice
President for IT/CIO reports directly to the university president. Many student assistant, extra
help and work-study students are hired to supplement the staffing needs of the institution.

Classification Average # Average Average

Salary Employees Seniority Age
Classified $34,272 26 17.5 52.42
Classified Exempt $44,123 38 12.32 41.32
Faculty $52,754 18 12.11 52.56
Non-Classified $76,244 24 12.63 44.13
MURC $37,944 16 4.25 31.31
Grand Total $48,805 122 12.39 44.58
*3 vacancies

Budget
The campus environment at Marshall University is increasingly driven by technology.
Technological innovation gives students more than interaction with computers – it provides more
time for meaningful contact with peers, professors, and community professionals, enabling them
to take a proactive role in their education. Marshall University has developed an information
technology strategy to aggressively address financial efficiencies in teaching and learning with
technology, administrative systems, services for students, e-learning, intra-campus and inter-
campus network infrastructure, while improving quality and access. Our vision is designed to
synergistically capitalize on economies of scale and serve all campuses in a unified cost effective
manner. The transformation is a result of a comprehensive approach built on careful analysis of
internal and external factors, development of an appropriate administrative/funding model,
building top-to-bottom buy in, expansion of instructional technology support services, a solid
technology infrastructure and effective promotion.

2012-2013
 MUIT Services and Key Performance Indicators 5

IT Budget FY05 - FY13

$25,000,000

$20,000,000

$15,000,000

$10,000,000

$5,000,000

$0
FY05 FY06 FY07 Fy08 FY09 FY10 FY11 FY12 FY13
Passthrough $1,896,401 $2,615,013 $3,595,300 $4,722,779 $5,300,313 $5,205,854 $5,898,759 $6,352,895 $6,310,788
Salaries $4,364,209 $4,736,521 $4,831,346 $4,758,878 $4,860,891 $4,784,761 $4,955,097 $5,280,888 $5,634,238
State $4,251,432 $3,646,398 $3,495,856 $3,112,854 $3,666,489 $3,667,310 $3,344,172 $4,186,172 $3,238,573
Revenue $4,510,245 $5,202,887 $5,423,646 $6,315,686 $6,529,406 $6,492,056 $6,419,946 $6,911,430 $7,988,986
Grant $0 $395,613 $366,050 $376,375 $384,880 $373,587 $1,541,612 $543,752 $300,000

Cost Recovery and Revenue

Network &Telecommunications, Datacenter, and Client Software Cost Recovery

Many of the campus technology services do not receive institutional allocations. The Division of
Information Technology “cost recovers” several services such as telephone and network
resources (telephones, wired ports, Internet, Internet2, Wi-Fi, etc.), dedicated Datacenter Services
(servers, storage, etc.) and general Client PC/Mac software. This allows for a robust network that
is life-cycled upgraded to sustain reliability and performance. We have been able to invest in
many strategic communications technologies. It also provides financial support for several key IT
team members.

The goal is to provide the best services possible to the campus community at the lowest possible
costs. These units are not a profit center, yet it must be self-sufficient and recover all material
and operating costs. The rates for these services are reviewed and voted on annually by the
Information Technology Council (ITC) and are posted as the IT Rate Schedule. The services that
are provided centrally by the institution and listed as no cost, but the same service may be
charged to a grant, axillary or business partner. The IT staffs supporting these areas are a
combination of both university and Marshall University Research Corporation (MURC)
employees. The MURC employees are supported via funds provided via these recovery centers.

The university completed the first phase of a comprehensive Unified Communications project
that moves the entire technology communications infrastructure to Voice over IP telephone
service and integrates voice messaging/mail with email on the Exchange/Outlook platform. The
next phase of this migration to Unified Communications is underway and should provide cost
stabilization or minor cost reduction over a few years. A detailed description of the MU Network
environment is available further in this document.

2012-2013
 MUIT Services and Key Performance Indicators 6

FY13 Information Technology Networks and Telecommunications Cost Recovery

Total
External Internal FY13
119005/5311 IT Infrastructure Communications Cost Recovery
Network Maintenance/Internet Access $181,139 $814,331 $995,471
Telephone Line & Equipment $234,392 $1,074,950 $1,309,341
Long Distance $19,274 $78,117 $97,391
MiFi/Cellular $356 $23,510 $23,866
Toll Free and Calling Cards $5,948 $20,764 $26,712
Conference Calls $125 $4,139 $4,264
Circuits $13,362 $117,948 $131,310
Pagers $0 $5,692 $5,692
$454,596 $2,139,450 $2,594,047
119005/5310 IT Infrastructure Systems Cost Recovery
Data Center Hosting $6,000 $114,413 $120,413

119005/5320 Computing Services (Changed to Enterprise Applications)

Service Level Agreements $183,800 $301,200 $485,000

119005/5321 Client/Workstation Software t Cost Recovery

$104,542 $257,045 $361,586
119005/2069 Information Resource Services Cost Recovery
Service Level Agreements - Support Positions $0 $151,200 $151,200
Service Level Agreements - Facility Support $2,250 $3,600 $5,850
$2,250 $154,800 $157,050
Total Cost Recovery FY13 $751,188 $2,966,908 $3,718,096

Public IT Lab Printing and Copying 119005/2069, 119005/2064

Color laser printing is available at the public computer workstations in the University Computing
Facilities (UCF) labs and University Library, which use the Pharos UnipriNT network printing
system. When printing successfully, the Pharos UnipriNT system debits the user's Marshall
University Herd Points account for the cost of a print job. The cost for Black & white prints is
$.10 per page and for Color prints $.25 per page. At most stations pages are 8.5 x 11, other
options are available in the Drinko Study Center. This charge for printing applies to all users and
operates as a break-even cost recovery. A detailed financial analysis report is provided.

MUOnLine Revenue

The largest external revenue component is MUOnLine. It was

designed as a fully self-sustaining program to promote the
development of online courses and degrees and support the
infrastructure, technical and human, to deliver those courses and

2012-2013
 MUIT Services and Key Performance Indicators 7

degrees. In order to accomplish this, the structure of MUOnLine is an entrepreneurial model in

which students are charged a single per credit fee for online classes that is put into a revenue
fund. These funds are used to pay for instruction, development of courses, hardware and software,
infrastructure, bandwidth, technical support, library services and personnel. In addition, 45.45%
of the revenue is transferred back to the institution in the form of indirect and special purpose
funding and 13% to academic units or major institutional projects.

Customer Services and Facilities

Learning is moving beyond the college classroom walls and boundaries due to technology
allowing students and faculty to participate in worldwide intellectual collaborations. Marshall
University is a 21st century campus with advanced telecommunications infrastructure, polices,
24x7 student services, online library resources, assessments, collaborative agreements and
institutional vision which creates a campus that has no boundaries. The IT Service Desk operates
133 hours per week with additional on-call hours. The Service Desk serves as the single point of
contact for students, faculty and staff technology assistance. They handle a variety of front line
questions, problems and requests. IT Service requests needing a more detailed response is
escalated to other MUIT units.

Satisfactory Level of Interactions with IT Service

5 Desk
4.5 4.6 4.5
High 5.00 3.9
4.00
3.00
Average
2.00
1.00
Poor 0.00
Courtesy Overall Quality Technical Timeliness
Skills

2012-2013
 MUIT Services and Key Performance Indicators 8

Collaborative Learning Spaces

MUIT supports flexible and active learning programs and collaborative environments geared to
improve student success and outcomes. MUIT has been working hand-in-hand with several
campus areas including the Office of the President, Academic Affairs, Finance and Physical
Facilities, and faculty members to renovate centrally scheduled classrooms to new innovative
learning and collaboration spaces. The goal is to
create a learning environment that supports
collaboration, critical thinking and flexible
learning styles. Faculty development is a
collaborative process between the IT Team
and the Academic Affairs Center for Teaching
and Learning. Since the room renovations
require painting, additional electric, large flat
screens, adjustable podiums, wireless, new
mobile furniture (Steelcase node and KI
chairs), speakers, etc., the IT Team must also
work very closely with facilities management.
A SharePoint site was created to inform and
collect input from the campus community on the project. A general web site that provides
important information and training for all of the Technology Enhanced Classrooms (TECI) was
created.

Computer Labs
MUIT operates several Public Computer Lab Facilities and
Learning Resource Centers on the MU main campus and
South Charleston. Some are reserved for class meetings
(Corbly Hall 330 and 332, Smith Hall 532, Harris Hall 444,
South Charleston 137, 210) while others are open access
facilities (MSC Lab, E-Post Office, MOVC LRC, LJH LRC,
etc.) . Additionally, MUIT provides support services to
several academic departmental computer labs via Service
Level Agreements.

myMU Portal
The web portal, myMU, was upgraded over the summer of 2013 to provide more direct, one-stop-
shop and personalized access to information via a new single sign-on access method.
DegreeWorks and other resources provide tailored advising, degree progress, informational,
academic and financial alerts and access and warn them of any type of hold on their record.
Using the muMU portal, students access their university records and financial information, stay
connected with others and make new connections. Using the many tools available on the portal,
students can view and update their personal information, register for classes, check grades, get
transcripts, pay bills and even apply for financial aid. Course tools allow students to communicate
with their instructors and classmates. Students can send and receive e-mail, create their own
personal address books and access and manage their personal and course calendars. They can
even create special calendars and task reminders using the portal. Another function of myMU is
group communities, similar to Facebook. Students are able to create, manage and join electronic

2012-2013
 MUIT Services and Key Performance Indicators 9

communities for clubs and groups. The Announcement Channel on the myMU homepage lets
students stay up-to-date with campus announcements, news and messages from their college.

Marshall University has initiated a major advancement in student communications via a

partnership with Microsoft Corporation which provides Microsoft Office 365 email accounts as
an option to students. During the summer of 2009, the University began offering current students
a new email service on Microsoft Outlook Live. This was upgraded to Office 365 in the summer
of 2013. Students have a full Microsoft Exchange environment with email, calendaring, contact
management, shared folders and other tools. More recently because of our Microsoft Campus
Agreement funded by cost recovery from the Client Workstation Software Fee, all currently
enrolled students have free access to Office Professional Plus software for up to five of their
computing devices.

Online Learning
The online learning platform at Marshall is referred to as MUOnLine.
The MUOnLine program continues to utilize the Blackboard Enterprise
Learning System® as the course management delivery platform for
online courses and course supplements. A system-wide upgrade to
Blackboard Learn 9.1 took place January 2012. All MU courses receive
an online course section in Learn and all hybrid and online courses are
delivered via the new MUOnLine learning management system.
Approximately 66% of our faculty use this resource for totally online courses, hybrid courses or
as a class enhancement. MUOnLine program has continued to see an increase in enrollments that
is attributed to an increase in online course offerings and establishment of several new online
degree programs, minors, and certificates

The university administration has provided support for new technologies and software to ensure
that students and faculty
enjoy a quality
experience creating and
delivering online
courses. Our libraries
have cultivated a wide
array of online resources
and services to provide
access to millions of
books, articles, research
reports, images, sound
clips and more as
students seek 24/7
online support for E-
course projects and
assignments. Marshall
consistently contributes
to local, regional and

2012-2013
 MUIT Services and Key Performance Indicators 10

national conferences related to online learning that allows our faculty and staff to share successes,
forge new relationships and enhance skills.

Online Support
Marshall University has a strong commitment to providing the students with quality technologies
that support online and hybrid courses and faculty with the tools needed to produce and conduct
quality online educational content. Resources and staff are allocated by the Information
Technology unit to ensure that the online learning platform and all its peripherals are well
supported during and beyond typical business hours. With a robust and diverse online student
population, this support is a necessity to ensure student success.

MUOnLine Design Center

The center provides training and support for Marshall University’s faculty and staff. This unit
works with Marshall University faculty and staff to provide the hardware, software, networking
and technological assistance and support needed. They assist faculty and staff using the video,
audio and integrated instructional media applications. These services are necessary to support,
further and accomplish the goals set forth in the Marshall University Mission and Vision
Statements. The Design Center is also responsible for facilitating online course development. A
faculty committee, coordinated by a member of the faculty, provides guidance, support and
training.

Digital Learning Team (DLT):

Comprised of professional librarians and an instructional technologist, this new group creates and
coordinates faculty and staff training, both in person and online. Team members use various
online means and software programs to enhance the learning experience for online and face-to-
face students. The DLT also contributes to faculty and staff development by offering face-to-face
and digital training opportunities. The DLT consistently contributes to local, regional, and

2012-2013
 MUIT Services and Key Performance Indicators 11

national conferences related to online learning and libraries that allow our faculty and staff to
share successes, forge new relationships, and enhance skills.

Marshall Technology Outreach Center (MTOC)

The center allows Marshall University to enhance the lives of the community through integrating
the University externally and dissolving barriers to traditional technology education. Programs
include Online College Courses in the High Schools (OCCHS) and ongoing K-12 technology
partnerships including teacher-training initiatives. The OCCHS Program offers qualified high
school students the opportunity to take Marshall University courses online--100% via the
Internet--for college credit while they are still enrolled in high school. Each three-hour course
offered through OCCHS is offered at a reduced cost.

The MUOnLine Design Center staff, Digital Learning Team members, and MTOC staff
collaborate to provide an array of training and development opportunities to faculty, students, and
staff.

Online Training Resources

Lynda.com is a MUIT licensed online video-training
library with thousands of software, career development,
and technology training titles that you can access from
anywhere using an internet browser and your MUNet
login credentials. Lynda’s video courses are taught by
industry experts, working professionals, and veteran
teachers. The library features software from Adobe,
Apple, Autodesk, Blackboard, Facebook, Google,
HTML, Microsoft, Open Source, SPSS, Twitter and MU Lynda.com users FY 2013 1
many more that allow users to learn the latest tools and
techniques in business, digital media, design and development. For FY13, 1,975 users (800 new)
watched 76,437 videos totaling 5,633 hours. Just from July 2013 to December 31, 2013, there
were 3,058 users.

2012-2013
 MUIT Services and Key Performance Indicators 12

Quality Matter QM & WVROCKS

MUIT has been working with the West Virginia Higher Education Policy Commission on using
the faculty-centered, peer review process for online and blended courses called, Quality Matters
(QM). Another project initiated by the Higher Education Policy Commission to increase access to
higher education for non-traditional learners by supporting the delivery of high-quality instruction
focusing on e-learning best practices for continuous enrollment courses is WVROCKS. The goal
is to enhance the ability of adults to attain a bachelor’s degree through existing Bachelor of Arts
degree programs. Making great strides during the past year, close to 200 faculty and staff have
been certified in Applying the QM Rubric:

Information Technology Assessment:

Another component of MUOnLine is the integration of information literacy, computer literacy
and over-all critical thinking competency within the information technology realm. By using the
Educational Testing Service iSkills™ assessment program, this unit can provide national
benchmarks to aid faculty in addressing information literacy needs and improving the teaching
and learning process.

Marshall University Library Services

The Marshall University Libraries support the teaching, research and
public service commitments of the University. To fulfill this
responsibility, the Libraries acquire, organize, maintain and preserve
materials in all appropriate formats. They also provide access and delivery
of information, resources and services. Using the library as a gateway,
students have access to the tools to search multiple resources and obtain
materials from a variety of sources. A dynamic interlibrary loan and document delivery program
provides materials from other libraries in electronic or print form, often in a matter of days.
Courier services also enhance turnaround time and overcome geographical limitations.

Marshall University Libraries utilize Innovative Interfaces System (III). We are moving to the
new Sierra Services Platform during the spring of 2014 to provide more robust mobile application
access to the technical processing and support side of the online catalog. Each library operates as
part of the university system and provides unique services to the clientele and program(s) with
which it is associated. Together, the University Libraries’ holdings support graduate level
research needs with more than 495,000 volumes of which over 48,500 are e-books, and access to
more than 45,000 periodical titles of which 43,500 are completely online. Students may use
monographs, periodicals, documents, DVDs, sound recordings, electronic journals, online
reference materials and microforms. We also provide access links to the public to statewide
databases.

2012-2013
 MUIT Services and Key Performance Indicators 13

Access to electronic resources and Ask A Librarian chat reference services are available via the
University Libraries’ web page. The libraries play an essential role in the educational and
research activities of the individual university programs. Using the library as a gateway, faculty
and students have access to the tools to search multiple resources and obtain materials from a
variety of sources.

As more electronic resources are provided to students, print circulation declines as online
circulation grows. This trend has been seen among libraries across the United States in recent
years. To continue to meet the demands of students and faculty who prefer digital content, the
MU Libraries will be participating in a groundbreaking program offered by our consortium,
PALCI, to expand traditional interlibrary loan to include electronic book holdings at each of the
participating libraries. Launch of this new program is expected during spring 2014.

2012-2013
 MUIT Services and Key Performance Indicators 14

John Deaver Drinko Library: houses close to 200,000 volumes, current journal subscriptions, a
24-hour computer lab, information commons, multimedia presentation facilities, an assistive
technology center for the visually impaired, faculty and student instructional technology rooms
and a fully wired auditorium. Circulation, Reference and Media are located in the Drinko Library,
with extensive collections and teams of qualified personnel. Opened in 1998, this state-of-the-art
facility also houses the Information Technology Administration and several other IT units such
as: IT Resources and Customer Services, IT Enterprise Applications and the IT Infrastructure
Communications and Systems teams.

Online Library Services: librarians and staff provide real-time reference services through the
webpage, email and chat services. In addition to chat reference, we subscribe to over 100 full-text
and multi-subject databases, over 43,500 online journals, and close to 49,000 e-books. The
libraries provide online access to Information Delivery Services (IDS). IDS is a web service that
allows the Marshall students, faculty and staff to get articles/book chapters delivered
electronically. We subscribe to a consortium that allows us to borrow books from over 70
academic libraries in the WV, PA, NY, and NJ region. With a quick turn-around time, students
and faculty have close to over 36 million items at their fingertips!

James E. Morrow Library: the oldest library on campus, it is situated between Smith Hall and
the Science Building. It houses Special Collections, Government Documents, and shelving for
approximately 275,000 volumes. Special Collections features the University Archives, West
Virginia Collection of state and regional materials, and the unique Hoffman and Blake

2012-2013
 MUIT Services and Key Performance Indicators 15

collections. Government Documents, a federal depository collection, contains over 1.2 million
items and provides materials in electronic, microform, and paper formats.

South Charleston Library & Research Commons: located in South Charleston in the Robert
C. Byrd Academic and Technology Center. The library contains over 6,000 books and close to
200 current print journal subscriptions, with 24/7 online access to everything in the MU libraries
online system. There are 12 public computer terminals and a technology-enhanced study or
collaboration room. Services are designed to support distant and non-traditional graduate
students and research support is available through live interactions, online, and by phone.
Beyond traditional library services, this facility offers the MAT (Miller Analogies Test), photo
ID’s and assistance navigating sites such as myMU and MUOnLine.

Digital Video Services and Lecture Capture

One of the video resources utilized by MUIT is Camtasia Relay.
It captures and publishes your lecture or presentation (anything
that is happening on your computer screen including audio and
video from a camera) and publishes it to a wide variety of online
locations pre-established by the faculty. You can also choose
other video formats for download (Quicktime, Flash, MPEG4,
or Windows Media Format). Camtasia Relay has made lecture-
capture a necessity among several of the medical and biotechnology classes. Multimedia
formats are sent automatically to MUOnLine and restricted to students enrolled in the
course or to YouTube, or a variety of other online streaming services. University offices
have also used the program to support internal staff training.

Blackboard Collaborate™

Since 2009, Wimba Live Classroom has been a feature in MUOnline. Blackboard Collaborate™
was introduced in 2012 as an improved virtual classroom and meeting room service providing
web conferencing with multi-way audio, multi-point video, interactive whiteboard, application
and desktop sharing, rich media, breakout rooms, and session recording. Over 60 faculty have
been trained and/or certified in the use of Bb Collaborate by Bb’s training group.

Video Streaming

A comprehensive digital video management system called Ensemble was integrated into
MUOnLine in 2012 replacing the older MUMedia streaming servers. This system allows faculty
to put audio, video and computer screen video captures online and restricted to students enrolled
in a specific course or courses. This feature is very important in order to observe copyright laws
and secure faculty content.

In the beginning of 2012 MUIT began offering a service for streaming live events as they happen
via the MUIT Livestream service. This service is a highly scalable LiveStream solution for live
event video/audio casting. This service is used for Commencement, the Governor’s State of the
State Address, the President’s State of the University Address, Week of Welcome events, various
lectures and popular speaker events on campus, and most recently the Marshall University
Memorial Service which had 3,663 live viewers.

2012-2013
 MUIT Services and Key Performance Indicators 16

Digital Signage

While newsletters and bulletin boards can only deliver static

information, digital signage can make use of many media types to
keep the information current and attention grabbing. Digital
signage systems are able to take advantage of dynamic content
pulled from RSS feeds or other information systems. By linking
Marshall’s Resource25 Calendar for event scheduling, the data that
is entered into one system can be repurposed in real-time by the signage
network without needing additional staff to extract the data and schedule it on the network. The
project has expanded to more than 40 signs including the Biotechnology Science Center video
wall. Remote locations and most campus buildings are kept up to date on events, announcements,
and deadlines by any campus unit or organization. This eliminates the need for paper flyers and
other costly methods of getting information to the campus community.

Administrative Services
Information is among the university’s most valuable assets. A coordinated environment for
processing, storing, and delivering this information enables the business of the university to
proceed unhindered. Leveraging consolidation,
standardization, virtualization, and automation, Marshall
University has created a foundation for delivering key
infrastructure services and ensuring recovery from disaster.

Enterprise Applications
Administrative Enterprise Resource Planning (ERP) systems
have become a way of life in higher education. Marshall
University was a very early ERP implementer. The Banner
Student Information Systems module was first installed in 1987,
with the HR, Alumni and Finance modules being implemented by 1998. Marshall University was
one the first schools in the world to implement Banner SIS. In the 2010-2013 timeframe,
Enterprise Applications expanded the suite of Banner products being used at Marshall. The new
products include Banner Workflow, Banner Recruitment Management, DegreeWorks, and the
Banner BI tools built on the Oracle ODS/EDW data warehouse . The addition of these products
rounds out the administrative ERP offerings to our business partners throughout the University.
Another strategic solution deployed by Enterprise Applications in 2001 was the university portal,
myMU. The portal is a companion system to Banner and MUOnline, and provides the web
conduit for accessing and integrating the vast majority of online student resources via a secure
authentication methodology. The combination of these resources forms the Marshall University
Unified Digital Campus.

MU Information Technology also supports via service contracts both MURC and the University
Foundations Banner systems. The Marshall University ERP was deployed at a fraction of
today’s costs. All West Virginia public high education institutions use Banner Student
Information System and utilize a state contract. MU has its own contract and can also utilize the
state level contracts.

2012-2013
 MUIT Services and Key Performance Indicators 17

Web and Portal Services

MUIT supports the main www.marshall.edu web site and several
associated sub sites. Due to the increased usage of mobile devices,
the entire site was reengineered to support a technology called
Responsive Web Design. The Web and Portal Services team also
provides support for SharePoint, MU Mobile, myMU, and the
University Events Calendar and several other web centric
applications. An Infographic available with the major highlights of
2013 is available at: https://magic.piktochart.com/output/999381-hiflier

Web Visits – January 2013 through December 2013

System Services
The central University Data Center has seen an increased efficiency in operation due to
consolidation and virtualization of servers and storage. The number of devices (Servers and
storage) is almost steady from last year but the amount of storage available for different
application has increased to accommodate the growth in data and need for faster access.
Additionally the data center storage arrays have capacity to handle short spikes in usage if they
ever occur.

It has been noticeable that there was an increase in the amount of servers and storage hosted in
the data center for groups that are not part of central IT servers where a growing number of
departments and faculty is interested in hosting servers and services in the secure and highly
available data center and leveraging IT staff expertise and the efficiency of IT operations. About
quarter of the data center devices are not part of the typical IT services (e.g. Banner, Exchange
..etc) and are hosted for grants, departments applications and faculty projects (e.g. HPC clusters,
DNA sequencing analysis…etc). The costs and counts provides in the reports are only for the
hardware devices and do not include any other fees or software costs.

2012-2013
 MUIT Services and Key Performance Indicators 18

Data Center Power Utilization (KVA)

80

60

40

20

0
2007-01-11 2008-01-11 2009-01-11 2010-01-11 2011-01-11 2012-01-11 2013-01-11

Data Center Hardware count per Service

Hosted for others
Vmware
Banner
Networks
Hardware:Storage
Telephone
Client Support
Server mgmt & monitoring
Database Servers
Hardware: Infrastructure

2012-2013
 MUIT Services and Key Performance Indicators 19

Network Infrastructure
Marshall University’s Campus Network, MUnet, is a state-of-the-art
10 Gb Switched Ethernet based backbone network linking all
buildings on the Huntington Campus with WAN links to our regional
campus, centers, and medical clinics. MUnet supports over 15,000
switched gigabit Ethernet ports and over 600 WiFi 802.11n dual band
wireless access points that are upgradable to the new 802.11ac
emerging standard.

The Huntington Campus is connected to the South Charleston Campus by a 100Mb Transparent
LAN Service (TLS) circuit provided by Frontier Communications (formally Verizon) and a
100Mb diverse path LUMOS MPLS circuit. The Mid-Ohio Valley Center in Point Pleasant is
linked to the Huntington Campus by a 100Mb Frontier Communications TLS circuit. The
Medical Education Building (now housing our new School of Pharmacy) adjacent to the VA
Hospital in Spring Valley and the Marshall University Research Corporation in downtown
Huntington are both also connected by a 100Mb Frontier Communications TLS circuits. Various
smaller learning centers like the Larry Joe Harless Center in Gilbert and clinical facilities are
connected via T1 or 10Mb Frontier Communications TLS or LUMOS MPLS circuits.

2012-2013
 MUIT Services and Key Performance Indicators 20

The Huntington Campus network is linked by a university owned metro fiber point to point
service to the Robert C. Byrd Center for Flexible Manufacturing in downtown Huntington. Fiber
pathway has been extended to the new Visual Arts Center being built across from Pullman
Square in downtown Huntington. This facility is due to open in summer 2014.

The Marshall University Joan C. Edwards School of Medicine (JCESOM) Campus adjacent to
Cabell Huntington Hospital and the JCESOM Fairfield Campus, including the Erma Ora Byrd
Clinical Center as well as the Forensic Science Center, are connected by a JCESOM & WV
Telehealth owned metro fiber optic ring operating at 10Gb. An additional JCESOM and WV
Telehealth owned metro fiber optic ring links St. Mary’s Medical Center and the St. Mary’s
Medical Education Center, also the location of the new Marshall University Physical Therapy
Doctoral Program, at 10Gb and integrates to MUnet on the Huntington Campus. The WV
Telehealth intra-carrier hub for Huntington is located in the Drinko library and connected to each
of the JCESOM/WV Telehealth rings. These rings are planned and operated by Marshall
University Information Technology in coordination with St. Mary’s Medical Center, Cabell
Huntington Hospital, the Joan C. Edward School of Medicine, and the WV Telehealth Alliance.

The MUnet campus networks are connected to 1.4Gbs of commodity Internet Service provided
by three diverse Internet Service Providers (LUMOS, OARnet/3ROX/WVNET, and GTT).
Marshall University is also a member of Internet2 and is connected to Internet2 with 500Mb of
service provided via the WVNET 10Gb West Virginia state-wide ring linking Huntington,
Charleston, Morgantown, Columbus, and Pittsburg to primary Internet and Internet2 providers.
This bandwidth and redundancy provides the reliability and services needed to support current
campus initiatives and activities.

Marshall University had established a SEGP agreement with Internet2 to offer Internet2 services
to other West Virginia higher education institutions, K12, State Government Agencies, Libraries,
Hospitals, and other eligible not for profit research and education entities in West Virginia. This
was partially funded in FY2012 by an EPSCoR grant that was initiated in FY2011. An
agreement was reached at the beginning of FY2013 to turn over services for provisioning

2012-2013
 MUIT Services and Key Performance Indicators 21

Internet2 to other agencies to WVNET. WVNET had obtained BTOP funding for provisioning a
state-wide 10Gb ring that should sustain this connectivity into the near future.

All MUnet service provides full Quality of Service (QoS) on all network ports and multicasting in
support of voice, data, and video services and other real time applications. All services are
switched and operate at full wire speeds.

Marshall University participated in the Internet Society’s World IPv6 Day 2011 on June 8, 2011.
During this worldwide test Marshall University certified MUnet to be fully IPv6 enabled.
Internet Protocol version 6 is the future of Internet addressing and protocols and will gradually
replaces IPv4, Internet Protocol version 4. IPv6 offers many enhancements to the basic protocol
of the Internet in addition to adequate address space to accommodate the growing number of
Internet connected devices.

MUnet supports full Voice over IP, VoIP, telephony services with unified communications and
voice mail to nearly 4,000 extensions as well as a limited number of legacy FAX and other analog
lines via analog gateways.

MUnet central video conferencing services support High Definition (HD) conferencing at 720p or
1080p. All HD endpoints are capable of a four way video call on their own. A 20-port Multi
Point Control unit supporting full HD Video Teleconferencing over IP enables video calls
requiring more than four concurrent endpoints.

IT Research Services
Marshall University is leading West Virginia in our cyberinfrastructure and
building for the future of telehealth and research capability.
Cyberinfrastructure will continue to be a major player in both academic and
research grants. It opens new possibilities for collaborative research for “Big
Data” and leverages research dollars. MU has already received a
combination of federal grants that expand or support our cyberinfrastructure. These include the
NSF CI-TRAIN that provided the HPC Cluster, the Internet2 SEGP grant for connectivity and the
FCC Telehealth grant for a fiber ring around Huntington.

MUIT launched the new Research Computing website. The site presents information to the
University community about all research computing results, activities, resources, and services on
campus in a single, coordinated website. The site includes NSF Data Management Plans and
Templates and modular paragraphs describing the network infrastructure, including our
Internet2® resource.

Big Green - HPC

MUIT participates as team members of the NSF CI-TRAIN grant project. At the forefront of the
CI-TRAIN project is the High-Performance Computing (HPC) cluster. The HPC cluster,
nicknamed "BigGreen," gives the University access to a significant amount of resources and data
that formerly were available only to the nation's most highly esteemed research facilities. With
the new HPC cluster, our students and faculty now have access to computing power, data and

2012-2013
 MUIT Services and Key Performance Indicators 22

information we could only imagine just a few years ago. MUIT provides the technical support
and infrastructure to the cluster.

Internet2® SEGP
The National Science Foundation awarded Marshall University, on behalf of the West Virginia
Higher Education Policy Commission, a federal grant in 2010 to enhance cyberinfrastructure and
to enable inter-campus Internet2® access. In April of 2011, the West Virginia Internet2®
Consortium for Sponsored Education Group Participants (SEGP), Marshall University, OARnet
(The Ohio Academic and Research network, Columbus), and Internet2® signed an agreement that
allowed West Virginia to be the 40th state to offer Internet2® memberships to eligible
organizations through a shared membership. Under this agreement, Marshall University was
acting as the sponsor and sole SEGP connector and OARnet as the Internet2® connector. Delivery
of this service was facilitated by WVNET to its member institutions which included Higher
Education institutions, K-12, Libraries, State and Local government, medical facilities, research
facilities, and others that meet the requirements of the Internet2®. In May of 2012, this agreement
was modified in response to network enhancement initiatives at WVNET to add WVNET as an
additional SEGP connector, and 3ROX/Drexel (3Rivers Optical Exchange, Pittsburgh) to be an
additional Internet2® connector, thus enhancing access and reliability to those same participants.

Working in collaboration with the CI-TRAIN grant team as well as our NSF EPSCoR RII grant,
Marshall University IT continued to collaborate with research computing groups and research
faculty on improvements to research computing resources as well as major upgrades to the
Computer Room made possible by Capital funds and the CI-TRAIN grant.

2012-2013
 MUIT Services and Key Performance Indicators 23

IT Security
The Information Security (InfoSec) team reports directly to the Sr.
VP of Information Technology/CIO and supports the mission of
the University and the Office of Information Technology through
a number of operational and strategic activities:

 IT Governance through the introduction of new and

update to existing campus IT security policies, standards
and procedures thru the University Information
Technology Council.
 IT Incident Response Coordination for data breaches, information disclosure handling,
DMCA infringement process, and technical support of legal preservation/litigation hold
matters.
 IT Information Security Awareness Development providing campus resources such as the
MU InfoSec website http://www.marshall.edu/infoSec , display materials including
digital signage, e-mail bulletins, and special events such as InfoSec Awareness Month
(October). A self-paced cyber-security awareness training is also under development.
 Threat and Vulnerability Management thru the deployment and management of endpoint
security software, client asset inventory and software patch deployment.
Project Collaboration with IT Infrastructure, Enterprise Apps and Client Services teams in areas
such as network vulnerability assessments, security information and event monitoring (SIEM),
identity and access management (IdM), campus emergency notification (MU Alert), and research
of information security trends.

 Cisco® core network including edge-

routing, firewall service modules, virtual
private network (VPN), switched Ethernet
and protected wireless services.
 E-mail security provided by Barracuda
Spam Firewall® and Microsoft Forefront
Protection for Exchange®.
 Symantec® Endpoint Protection for client
and server anti-malware, pro-active- and network-threat protection.
 Security information and event monitoring (SIEM) project is currently in an initial
deployment phase, and is beginning to assist the IT infrastructure and security teams with
real-time notifications and is allow improved visibility into network threats and malicious
activity.

The IT Infrastructure and Information Security teams utilize a number of key systems that
provide monitoring reporting for our internal performance and risk management processes. These
include such areas as:

2012-2013
 MUIT Services and Key Performance Indicators 24

E-mail Perimeter Defense which measures the volume and threat composition of our inbound
campus e-mail stream.

Client at Risk and Infected Status which measures the

types of malware risk which are being encountered by
campus computers.

Client Network Threat Protection which is an additional

measure of the types of malicious network activity
observed and blocked by our intrusion detection software.

Security Incidents are recorded and tracked using or our IT Service Desk Support Request and
Tracking system. One such metric is the Monthly Volume of DMCA (Copyright) Infringement
notifications. External rights management organizations such as the RIAA, MPAA, and others
routinely monitor peer-to-peer file sharing traffic. Campus IT organizations are notified and a

2012-2013
 MUIT Services and Key Performance Indicators 25

DMCA ‘take down notice’ is issued when protected works are found to be exiting from campus
networks.
DMCA Infringement Trends by Year

Security Incidents (cont.) also allow us to track sharing infringement by media type.

Governance
The Information Technology Council (ITC) is the official university committee governing
university wide policy for computer, library, distributed education and network usage at Marshall
University. Policies promulgated by this council are subject for review and comment by the
President’s Office, the Dean's Council, Faculty Senate, Classified Staff Council and Student
Government Association before final adoption. Final policies are than sent to the President and
Board of Governors for approval.

Strategic Directions
The Information Technology Strategic Plan outlines our current and future direction and is found
at: http://www.marshall.edu/it/publications/MarshallITPlan2011-16.pdf. Information Technology
annually provides detailed reports to external agencies on what resources that we provide to the
communities that we serve. These include the Educause Core Data Services, IT Key Performance
Indicators, Annual Project Reports, the Campus Computing Survey and the IT Project Portfolio
Catalogue. These are all located at: http://www.marshall.edu/it/about-it/publications/

2012-2013
 MUIT Services and Key Performance Indicators 26

Appendix I – MUIT Service Costs

2012-2013
MUIT Services and Key Performance Indicators 27

2012-2013
MUIT Services and Key Performance Indicators 28

2012-2013
MUIT Services and Key Performance Indicators 29

2012-2013