ITS Assessment Plan | Service Area Goals

1. Data management and network access procedures that support the mission and goals of Newark Campus.

• Performance Indicators
• Faculty, students and staff have consistent and reliable network access on campus using both wired and wireless.
  • Measurement: TrakIt jobs regarding network access
  • Measurement Timeline – quarterly throughout an academic year
  • Measurement Criteria – Reports of network access failure will equal 10 or less per quarter.
  • Analysis – Every 3 years
• Faculty have adequate and reliable data storage on and retrieval from campus servers.
  • Measurement: TrakIt jobs regarding faculty network storage
  • Measurement Timeline – Autumn quarter
  • Measurement Criteria – Reports of data storage problems will equal 5 or less per quarter and faculty will report 80% satisfaction with data storage solutions.
  • Analysis – Every 3 years
• Staff have adequate and reliable data storage and retrieval processes to serve their needs.
  • Measurement: TrakIt jobs regarding staff network storage and retrieval
  • Measurement Timeline – Autumn quarter
  • Measurement Criteria – Reports of data storage problems will equal 5 or less per quarter.
  • Analysis – Every 3 years

2. Hardware and software deployment consistent with campus needs.

• Performance Indicators
  • Faculty have computers, peripherals and software that meet their academic needs.
    • Measurement: Survey of 1/3 of faculty per year
    • Measurement Timeline: Annually
    • Measurement Criteria – 85% of faculty will report high satisfaction with computers, peripherals and software
    • Analysis: Every 3 years
  • Staff have computers, peripherals and software that meet their job related needs.
    • Measurement: Survey of 1/3 of staff per year
    • Measurement Timeline: Annually
    • Measurement Criteria – 85% of staff will report high satisfaction with computers, peripherals and software
    • Analysis: Every 3 years
  • Computer labs and classrooms have computers, peripherals and software that meet their academic needs.
    • Measurement: Survey of students using computer labs and mobile laptop carts.
    • Measurement Timeline: Annually
    • Measure Criteria – 85% of students will report high satisfaction with computers, peripherals and software in computer labs and laptop carts.
    • Analysis: Every 3 years
  • Faculty and staff have audio-visual equipment and services that meet their academic/job requirements.
    • Measurement: TrakIt reports
    • Measurement timeline: Autumn Quarter
    • Measurement Criteria: 85% of all faculty and staff will report high satisfaction with audio-visual equipment and services.
    • Analysis: Every 3 years

3. Effective and timely technical support for all campus constituencies.

• Faculty and staff receive technical support within the same day as the request.
  • Measurement: TrakIt reports
  • Measurement Timeline: Autumn Quarter
  • Measurement Criteria: TrakIt reports to verify completion of the job ticket within 8 hours of the report. Revised 10-07-04 Of the TrakIT reports for those jobs generated by faculty or staff requests, 75% will be completed within 48 hours of the initial request.
  • Analysis: Every 3 years
• Students receive appropriate referral services from the Help Desk for their requests.
  • Measurement: Student survey
  • Measurement Timeline: Autumn Quarter
  • Measurement Criteria: Student email surveys will report 95% satisfaction with referral services.
  • Analysis: Every 3 years
• Faculty and staff receive effective technical support for all requests.
  • Measurement: TrakIt reports
  • Measurement Timeline: Autumn quarter
  • Measurement Criteria: TrakIt reports will show that only 85% of jobs are resolved in one visit. Revised 10-07-04 Follow up surveys of ITS job performance will reveal a satisfaction rating of 4.5 on a scale of 5.
  • Analysis: Every 3 years

4. Effective and timely instructional design support to faculty.

• Faculty will receive effective instructional design services for e-learning initiatives, technology enhanced courses and other curricular developments.
  • Measurement: Academic assessments of curriculum
  • Measurement Timeline: Autumn quarter
  • Measurement Criteria: 80% of the students engaged in courses with instructional design support will rate the effectiveness of the course at high or very high.
  • Analysis: Every 3 years
• Faculty will have timely access to instructional design services.
  • Measurement: TrakIt reports
  • Measurement Timeline: Autumn Quarter
  • Measurement Criteria: 85% of faculty will receive instructional design support within 24 hours of their request
  • Analysis: Every 3 years

5. Security strategies and guidelines for critical campus information resources, assets and processes.

• Information and Technology Services will maintain secure network functions.
  • Measurement: TrakIt reports
  • Measurement Timeline: Autumn quarter
  • Measurement Criteria: 100% of all breeches of network security will be corrected, analyzed and all policies reviewed for prevention.
  • Analysis: Every 3 years
• Information and Technology Services will maintain safe and effective data management for the Newark Campus.
  • Measurement: Survey of academic and staff functions
  • Measurement Timeline: Autumn quarter
  • Measurement Criteria: 95% of academic and staff data management needs will be met by ITS policies and strategies.
  • Analysis: Every 3 years
• Information and Technology Services will create and maintain a disaster recovery process for data services on Newark Campus.
  • Measurement: Disaster recovery process created and approved by campus administration.
  • Measurement Timeline: End of academic year 2003-4
  • Measurement Criteria: A complete disaster recovery process and policy will be created and approved by end of academic year 2003-4
  • Analysis: June 2004

Revised 1-20-06