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2024 Q1 Quarterly Review

ITS’ 2024 Q1 Quarterly Review demonstrates ITS’ campus impact. This quarter, ITS From expanded access to an intuitionally scoped generative AI tool, updated high-use campus systems and services like ConnectCarolina and Duo 2-Step Verification, continued to transition instructors to a new learning management system and ensured UNC’s email deliverability.

2023 Q4 Quarterly Review

ITS’ 2023 Q4 review showcases ongoing work to support the IT customer experience at UNC. ITS enabled an institutionally-scoped AI tool for faculty and staff, selected a new customer support tool, consolidated Service Desk walk-in locations, created a bulk quiz-creation tool for Canvas, added an “express lane” for some data governance reviews and improved the student registration experience.

2023 Q3 Quarterly Review

ITS’ 2023 Q3 Quarterly Review reflects ITS’ ongoing efforts to optimize operations as part of the University’s Carolina Next strategic plan.

ITS continued work on an RFP for a new Customer Support Tool and on establishing a re-imagined version of the Secure Research Workspace. ITS also completed major work over the summer in preparation for the Fall semester, including infrastructure upgrades to wireless networks, moving instructors to Canvas, upgrading the Carolina Gaming Arena and opening an additional Service Desk walk-in location to the entire campus community.

2023 Q2 Quarterly Review

ITS’ 2023 Q2 Quarterly Review highlights progress on major projects and improvements to how the Carolina community interacts with ITS and ITS services.

This quarter, ITS made significant progress on several multi-year projects, including Carolina Key passwordless logins and the final port of working phones in the years-long transition from Verizon to AT&T.

ITS also improved the IT customer experience. The ITS Service Desk launched a new walk-in support location to give the Carolina community a new place to go for in-person tech help. ITS Educational Technologies renamed CCI Printing to Carolina Print Hub to reduce confusion. Teams revamped the Help Portal workflow to help customers route questions for a faster response. ITS created a comprehensive new employee resource to help them onboard to technology at Carolina. And ITS teams launched a new service that enable visibility into IT incidents through real-time status monitoring.

2023 Q1 Quarterly Review

ITS’ 2023 Q1 Quarterly Review 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.