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2023 Q1 Quarterly Review

ITS’ Q1 report for 2023 highlights ITS’ collaborative efforts, both between ITS units and with the University at large.

Within ITS, many units collaborated on major public-facing projects, including continuing the rollout of Carolina Key, refreshing the Help Portal for a better user experienceand laying the groundwork for a new Service Desk location.

ITS worked with other groups in the University community to support new building construction, launch new case management software for international students, replace the PI dashboard with an enhanced reporting tool and co-sponsor the return of the CFE Faculty Showcase on Teaching.

2022 Q4 Quarterly Review

In ITS’ 2022 Q4 Quarterly Review, you’ll read that ITS rolled out platforms and redesigns that now touch many campus members daily. 

In November, multiple ITS groups — Identity Management, the Information Security Office, Networking and Project Portfolio & Change Management — deployed Carolina Key passwordless logins to students. Education Technologies, meanwhile, expanded its release of the Canvas learning management system to campus. In addition, Enterprise Applications, in collaboration with other campus groups, completed the first phase of redesigning ConnectCarolina class registration features. 

The quarterly report also covers ITS’ efforts to promote cybersecurity, showcase its digital accessibility program and share best practices in change and project management and for PeopleSoft applications.

2022 Q3 Quarterly Review

ITS’ 2022 Q3 Quarterly Review highlights changes that ITS implemented to infrastructure, platforms and processes that improve services for campus users. Multiple ITS teams worked together to migrate 14,000 University phones to a new system that supports mobile and remote work. ITS Networking, meanwhile, added access points in every room of three campus dorms to boost wireless coverage for hundreds of students.

The report also covers new platforms that Educational Technologies provided to enhance the experience for instructors and students. EdTech fully rolled out the Canvas learning management system at the start of Fall semester. Nearly 2,000 instructors opted to use the new platform. Also in the quarter, EdTech retired Digital Desk and replaced it with grading tool platform Gradescope.

In another accomplishment that improves user experience and efficiency, several ITS groups launched a new-employee onboarding feature within ServiceNow.

2022 Q2 Quarterly Review

ITS’ 2022 Q2 Quarterly Review reflects the spirit of continuous improvement. The ITS Service Management Platform Team officially retired Remedy on April 15 after several years of progressively retiring individual applications after moving those functions to newer and better platforms. Multiple units collaborated on improving the Data Protection & Purchasing Guide on the Safe Computing website and deploying Duo 2-Step Verification for identity verification during password reset. Educational Technologies moved forward with a site license for the Canvas learning management system, beginning the phase out of Sakai.

ITS also celebrated a few milestones this quarter, including the 10-year anniversary of the campus Distributed Antenna System, two successful years of co-facilitating a digital accessibility conference, three years of the Digital Accessibility Liaisons program and five seasons of a cybersecurity podcast.

2022 Q1 Quarterly Review

ITS’ 2022 Q1 Quarterly Review highlights several modernization efforts across ITS. The campus phone migration project team moved its largest batch of phones so far. ITS Networking upgraded campus internet connectivity from 4×10 Gbps to 2×100 Gbps. Infrastructure & Operations retired on-premises authentication infrastructure after moving to cloud-based authentication for Microsoft 365 and replaced aging enterprise storage hardware. Educational Technologies piloted a new LMS, Canvas, as a replacement for Sakai.

The quarterly report also notes new self-paced digital accessibility training, a last-minute in-house replacement for Coursicle and the launch of the Meet the Information Security Liaisons feature.

2021 Q4 Quarterly Review

ITS’ 2021 Q4 Quarterly Review reflects ITS collaboration, both internal ITS collaboration and ITS collaboration as part of the larger University community. Multiple ITS groups came together to overhaul ConnectCarolina, the first major redesign in a decade. The Enterprise Data Coordinating Committee created an improved data governance structure for the University and a new triage and solutions group. ITS groups and individuals stepped in to collaborate with the Carolina Together program to enhance the backend process and technology to better serve and support the campus community. 

Other collaborations included the creation of the Cheers for Peers website, a successful Cybersecurity Awareness Month and the implementation of Full Position Management. 

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 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 employees.

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.

2020 Q3 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.

2020 Q2 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.