Project Theme: Serving Our Communities

Build and set-up out a new Service Desk at the Student Union building. The plan is to open this new location during the Spring 2023 semester.

Supporting and improving wireless capabilities across campus is a continuing priority for ITS. This project seeks to improve the wireless capabilities in the large classrooms on campus and better support the increased numbers of students, faculty and staff in these concentrated areas. Wireless infrastructure includes the size/bandwidth of the Internet pipe, the firewall, the switches, and the wireless access points themselves. Infrastructure is by far, the most critical and important piece relating to how successful… Read More about Classroom Wireless Redesign.

Duo is one of the multi-factor authentication tools that the University uses to keep UNC’s systems safe and stay ahead of security threats. In February 2022, Duo released a new version of its Web-based prompt that improves accessibility and can automatically send to the last authentication method you used to authenticate – speeding up the process. The new version has a different look with some changes in functionality so the change will be noticeable to… Read More about DUO Universal Prompt.

The project is to enable the use of screencasting / discovery protocols across the main campus, and possibly into ResNet. These protocols will allow people to discover devices that are in close proximity when they enter a room. The success of project will address one of the most frequent requests from customers.

Implement the GRC module in ServiceNow and evaluate functionality with focus on: Vendor risk management Policy compliance BAA/contract repository Risk assessment workflow This is a combination of implementation (of a ServiceNow module) and “discovery” of suitability of functionality. The destination and end-product depends on the results of that discovery. Staff impacted would include those who request risk assessments and those who work on those requests. If the vendor management work bears fruit, this could impact vendors,… Read More about Governance, Risk and Compliance for ServiceNow.

This project aims to provide a digital platform that handles the end-to-end fiber management at UNC. The project will (1) modernize Transport Operations fiber management, and 2) develop a continuous process for reconciling Campus ArcGIS Fiber maps. The main drivers are:  Replace Transport Ops spreadsheet management system with an industry-standard software solution for operationalizing map data. This new system will eliminate bottlenecks, documentation debts, and communications silos.    Reconcile ArcGIS fiber information with information stored in… Read More about Reconciliation of Outside Plant Documentation.

The Customer Experience and Engagement group is researching vendors to replace Genesys PureCloud as a cloud-based service desk solution to manage phone calls. PureCloud has been the vendor since 2018 when the previous Genesys cloud product was retired. They’ve found the system difficult to use, and the call quality and customer service experience are less than satisfactory. The goal of the project is to find a lower-cost contact center solution that provides better quality of… Read More about PureCloud Replacement Research.

This project will streamline data mart processes. It will also provide a way for end users to maintain the mapped values between UNC-Chapel Hill and the System Office data marts. Phase 1 completed: 12/23/2021.  Phase 2 started 1/4/22

After a three-year process involving hundreds of faculty, students, staff and other key stakeholders, the new General Education curriculum is being implemented for undergraduates beginning in fall 2022. This project implemented the system changes needed to support the new IDEAs in Action curriculum (IDEA stands for Identify, Discover, Evaluate and Act), which replaces the current curriculum adopted in 2006. For more information, visit the IDEAs in Action website.

As the Enterprise Data Warehouse grows, so does the time required to run the ETLs that keep it updated. (An ETL extracts, transforms, and loads data from multiple sources to a data warehouse.)  This project will redesign the nightly ETL for the Enterprise Data Warehouse to make better use of the after-hours time we have to run the jobs and to make it easier to diagnose problems.

UPDATE (June 17, 2022) After successful pilots during the Fall 2021 and Spring 2022 semesters, we will continue with the Canvas roll out. In Fall 2022, all UNC-CH faculty, students, and staff will be able to access Canvas. Access may be granted for non-affiliated guests per special request. All official registrar courses and rosters will be available in Canvas automatically. Instructors may opt to build out their sites and teach in Canvas instead of Sakai…. Read More about Canvas Fall 2022.

Currently, when you set up your Onyen, you answer some questions about yourself. Later, if you ever forget your password, you can answer these questions to prove that “you’re you” and safely reset your password. This security model is no longer considered safe enough by the NIST (National Institute of Standards and Technology), the NIH (National Institute of Health), REFEDS (the Research and Education FEDerations group), and the University’s own Information Security Office. Current guidance… Read More about Password Reset Using Duo 2-Step Verification.