Committee Meeting - January 9, 2014

Darren Bondy
Secretary to the Committee
January 14, 2014

Present: 

Dave Wallace (Chair), Darren Bondy (Secretary), Andrea Chappell,  Marko Dumancic, Bob Hicks, Bill Ince, Dawn Keenan, Dave Kibble, Robyn Landers, Paul Miskovsky, Carl Nagel, Terry Stewart, Jason Testart

Guest:   

Colin Bell

Regrets:

Bruce Campbell, Erick Engelke

Agenda

  1. Customer Relationship Management (CRM) (Colin Bell) [1:30-1:50pm]
  2. Chair’s Remarks [1:50-2:00pm]
  3. Approval of the Minutes of the Meeting of December 12, 2013 and Business Arising [2:00-2:05pm]
  4. Roundtable Reporting – all [2:05-2:45pm]
  1. Updates (Various) & Other Business [2:45-3:00pm]
  • Green IT (Marko Dumancic)
  • IT Security (Jason Testart)
  • IT Strategic Plan (Andrea Chappell)
  • Student Printing (Bob Hicks)
  1. Next CTSC Meeting [Will be held Thursday, January 23, 2014, at 1:30 p.m., in MC 2018A.]

Customer Relationship Management (Colin Bell)

Colin Bell presented on Customer Relationship Management (CRM). Topics included:

  • Fundamental goal
  • Two core models
    • Party model
    • Case model
  • Process
  • Semantic models
  • Programs and services
  • Case management types and contents
  • Timelines

IST-EA is partnering with Phoenix Group and the Registrar’s Office to model Customer Relationship Management (CRM) and Case Management (CM). These models will be created with the goal of adequately capturing the core business components (nouns) and their relationships (verbs).  We will test a wide range of scenarios against the models to validate our work.

View Bell’s full presentation on Customer Relationship Management (CRM)

Comments & discussion

  • How broad is the scope for this project?
    • The pilot project is being done with the Registrar’s Office; then plan to transition to other groups with a similar framework.
    • A member noted that connection to the faculties was not mentioned.
      • Bell will investigate and find the right individuals within faculties and report back to the committee.
  • Aligns with the overall University of Waterloo strategic plan with regards to measuring our success; focus is on building an ever improving data model.

Chair’s remarks (Dave Wallace)

The Chair welcomed everyone back from the Christmas break and thanked everyone for all of their hard work in 2013 and looking forward to a very productive 2014.

IT Governance subcommittee

  • Lots of work being done by the committee and a decision was made to report to the Executive Council a few times a year to update them on plans and progress.
  • There is also a myriad of other groups with IT elements to them; need to look at the role they have from a strategic level. There are connecting points throughout these different groups and it was decided that all IT strategic level items should come through the IT Governance subcommittee.

In support of the overall University of Waterloo strategic plan, there will be a quality assurance review of the working environment with relation to health and wellness.

Multi-year budget process: The Provost is working with all of the Deans on a new budget protocol. This will affect all of us.

Approval of the minutes of the meeting of December 12, 2013 and business arising

The meeting minutes of December 12, 2013 were accepted as distributed.

Roundtable reporting – all

Math (Robyn Landers)

  • Math is adopting the SaltStack tool for configuration management.
    • Contract employee has been hired to become an expert on SaltStack.

Applied Health Sciences (AHS) (Terry Stewart)

  • Have begun pilot on student printing project.
  • Stewart will be stepping down as the chair of the Web Advisory Committee (WAC). Currently seeking a replacement chair; planning to have replacement by March 2014.
  • Deloitte will be conducting an IT audit in AHS, starting in February with a meeting to set out a charter. At this point the terms of reference as are follows:
  • “Internal Audit will review the current Faculty of Applied Health Sciences IT processes and controls against the IT Federated Model. At a high level, this review will assess the design, implementation and effectiveness of processes and controls for IT operations, security and change management. Recommendations for improvement will be made based on the assessment of IT processes and controls within the Faculty.” Stewart will keep CTSC updated as the audit progresses.

Instructional Technologies and Multimedia Services (ITMS) (Andrea Chappell)

  • Working on one of the government’s Productivity and Innovation Funding (PIF) grants, looking at learning outcomes assessments, in collaboration with Guelph, Laurier, McMaster, and Mohawk. We will all use the Desire2Learn (D2L) analytics tool, Insights, in the process of being installed.
  • LEARN will be upgraded to V10.3 at the end of April. More information will be sent later, once support staff have tested our development installation. In April 2015 we will likely move to D2L’s new continuous delivery model.
  • 3 current projects finished with D2L:
    • Maple TA integration (in pilot mode this term in Math)
    • Photo class list, taken over from Math (for instructors only; in all Math courses, and others upon request; anticipate it will be available in all courses next term)
    • Reporting tools for WatPD are in place.
  • Looking at starting a project for solutions to online course evaluations. Please contact Chappell if you are using solutions now (aside from those already identified in Applied Health Science (AHS), Science and in Centre for Extended Learning (CEL) courses)

Environment (Marko Dumancic)

  • Have begun pilot on student printing project; running parallel to existing system.

Science (Paul Miskovsky)

  • Upgrading of all Virtual Machines (VMs).
    • Primarily for research machines.
  • A co-op developer has been hired to help with the course evaluation software.

Client Services (Bob Hicks)

  • A communication will be sent out soon regarding Accessibility for Ontarians with Disabilities Act (AODA) Leadership.
  • The contract is due in February for our web-based training initiative (lynda.com) accounts. Michelle Mank will be contacting those in other departments who are currently part of this contract about whether or not they would like to continue having accounts for lynda.com.

Arts (Dawn Keenan)

  • Contract student has been hired to help with AODA compliance on departmental websites. They will be reviewing all departmental websites (making sure documents are accessible) that have already migrated over to the new Content Management System (CMS).

Updates (various)

Green IT (Marko Dumancic)

No update

IT Security (Jason Testart)

  • Windows XP: not focused on this issue; risks will be assessed. People are aware of the issue and as a reminder if you have opportunities to change from XP before the end of the term please do so.
  • Management controller: many vulnerabilities with the Intelligent Platform Management Interface (IPMI) of servers. IPMI interfaces should be on out-of-band networks. Disconnect the interface when not in use.
  • Identity and Access Management (IAM): will provide an update to CTSC in February.

Student Printing (Bob Hicks)

Update to be given to CTSC in a month on the progress of the printing pilots in AHS and Environment.

IT Strategic Plan (Andrea Chappell)

There are about 20 IT meeting groups identified so far. Chappell will send the list to CTSC and ask whether others are missing from the list. The IT Governance group would like to review the functions of the groups in order to see how they fit into governance (decision-making and representation). A questionnaire may be sent to round out information.

Next meeting

The next meeting will be held on Thursday, January 23, 2014 at 1:30pm, in MC 2018A.