Quarterly and Annual Reports

2021 Q3 Quarterly Review

In ITS’ 2021 Q3 Quarterly Review, you’ll read about the organizational adjustments that the department instituted and changes that ITS made to noticeably improve services to campus users. Those improvements include renovating the ITS Service Desk lobby, rolling out a simpler process to report phishing emails, and improving email deliverability across @unc.edu email accounts.

The Quarterly Review also notes that ITS made further progress toward decommissioning Remedy, installed hundreds of Wi-Fi 6 access points across campus, convened the inaugural meeting of the Project and Change Management Community of Practice, and helped the University launch Performance Management for permanent EHRA non-faculty employee.

2021 Q2 Quarterly Review

ITS’ 2021 Q2 Quarterly Review highlights a couple projects in which ITS used artificial intelligence and automation to increase efficiencies, save resources and improve customer experience. For one, ITS Service Desk launched Virtual Agent chatbot with four conversations. In addition, for the first time, ITS automated vendor quarterly patching for two of the platforms that run core critical business applications for the University.

The report also covers the upgrade of Perceptive Content, also known as ImageNow, and the Carolina CloudApps team’s update of its underlying software and its migration of 1,613 projects with minimal downtime and minimal issues.

In this Quarterly Review, you’ll also read that the Information Security Office began piloting LastPass Enterprise, and it conducted a simulated phishing campaign targeting campus IT professionals.

2021 Q1 Quarterly Review

ITS’ 2021 Q1 Quarterly Review highlights how our teams and collaborators supported the campus community by updating technology that increased efficiencies, saved resources, improved accessibility and even helped with fighting the spread of the virus during the pandemic. Educational Technologies, for example, equipped two dozen CCI Printing stations to support touch-free printing.

Automation and moves to the cloud, meanwhile, boosted efficiencies while improving customer experience. Digital Services, as one example, moved the University’s WordPress system to the cloud. On the automation front, the Service Desk gave customers the option to get a call back instead of waiting on hold.

The Q1 report also explains how Infrastructure & Operations cloud engineers have collaborated with Research Computing, the Information Security Office, Networking and other ITS engineering resources to establish secure boundaries by which Carolina’s research and administration units can safely explore cloud-based technologies.

2020 Q4 Quarterly Review

Pivoting was a common theme in 2020 as the world tried to adjust to life in a pandemic. Likewise, ITS’ 2020 Q4 Quarterly Review shares examples of how ITS pivoted during the last quarter of 2020. The Service Desk, for example, placed an order for additional contactless lockers after its first 15 lockers proved popular with campus customers. Likewise, the Information Security Office pivoted to a remote, multi-channel approach to reach the campus, including by holding a virtual SecurityCon event.

Still other common themes of the accomplishments covered in the Quarterly Review are working smarter and more efficiently and enhancing information security. Automation is one significant way that ITS is saving resources. ITS automated processes for students to request a pass/fail grade, for packaging financial aid, for some provisioning and deprovisioning, and for some software upgrades.

October 2020 Quarterly Review

ITS’ October 2020 Quarterly Review shares how our teams prepared faculty, technology in teaching spaces, and students in on-campus housing for a Fall semester that initially included in-person instruction and life. You’ll also read about the importance of data-driven decision making — our Enterprise Reporting & Departmental Systems division developed a dashboard solution when the University needed to know the movement of students through campus for Fall semester COVID-19 planning.

Our second quarterly report also covers the beginning migration to a new Voice-over-Internet-Protocol phone system for campus, the upgrade of core database system platforms, the release of the new “My Learning” module of Carolina Talent, and the roll out of the BuyCarolina marketplace portal.

In addition, this report acquaints you with the new names of two of our groups — Educational Technologies and Software Distribution. Finally, you’ll learn more about the people of ITS.

July 2020 Quarterly Review

With the arrival of COVID-19 and the shift to remote learning, teaching and working in March 2020, much of the first half of 2020 was anything but normal. Fittingly, ITS’ July 2020 Quarterly Review — our inaugural quarterly report — covers an unconventional and longer span of February through July.

The Quarterly Review provides at-a-glance highlights of technology upgrades, projects and ITS’ collaborations with campus, including ways ITS helped support the University’s shift to primarily remote operations at the beginning of the pandemic.

The report covers how teams across ITS provided expertise to the Heroes Health Initiative and how individual units adjusted services and operations to support customers while also keeping them and employees safe.

You’ll also read about initiatives that ITS advanced. The day-to-day technology needs of the University continue regardless of the pandemic: improvements to ServiceNow, Wi-Fi, Carolina’s Time Information Management (TIM) system and cybersecurity awareness training, to name just a few.

2018-2019 ITS Annual Report

In the 2018-2019 ITS Annual Report, we feature some of our accomplishments from the past year to give you a glimpse into the breadth and depth of ITS’s relationship to the activities, initiatives and services of UNC-Chapel Hill.

You’ll read how our operating divisions are serving today’s needs for efficient, effective and innovative technology while simultaneously preparing the University for future needs. The annual report also shares customers’ own words about their experiences with our services and employees.

The 2018-2019 Annual Report was built on WordPress, the University’s central content management solution.

2017-2018 ITS Annual Report

The 2017-2018 Annual Report highlights our organization’s focus on efficient, effective and innovative technology and how it enables our customer success. In addition to stories about all of ITS’ units, the report showcases 18 customer stories and testimonials about their use of our services and support.

The 2017-2018 Annual Report utilizes WordPress, the University’s central content management solution.

2016-2017 ITS Annual Report

The 2016-2017 Annual Report focuses on collaboration and celebrates the accomplishments of the past year. Collaboration is fundamental to our success as an IT organization and it is only through working with our customers and engaging with partners that we continue to grow and improve the services that we offer to the community.

The 2016-2017 Annual Report utilizes Adobe Spark technology, part of Adobe Creative Cloud suite now available for all students and instructional faculty on campus.

2015-2016 ITS Annual Report

During 2015-2016, ITS placed a strong focus on service, and that emphasis on service manifested itself in many forms. In this annual report, read stories, watch videos and check out stats on such technology improvements and initiatives as new high-end compute clusters, a new Wi-Fi network, server consolidation and community collaborations to increase fiber connectivity.

2014-2015 ITS Annual Report

Our 2014-2015 Annual Report, Strengthening the Core, Building for Tomorrow, features videos, slideshows, interactive graphics and more. Read about our upgraded classroom technology, firewall upgrades, HelpDesk stats, ConnectCarolina go-live and more. The report is optimized for viewing on tablet devices, but will also work on phones.

Download links:

• iTunes App Store
• Google Play
• Windows App Store
• PDF Download (46 pages)

2013-2014 Annual Report

The 2013-2014 Annual Report, Building on Success, highlights projects and achievements of a year full of prep for a new ERP. It also highlights collaborations across campus with key stakeholders and partners. This annual report is available only for iOS tablet devices although a PDF is also available.

Download links:

• iTunes App Store
• PDF Download (43 pages)