Growing IT’s Service Catalog & 4Help Knowledge Base IT Experience & Engagement Growing IT’s Service Catalog & 4Help Knowledge Base Just a VERY quick update on growing IT’s Service Catalog and the 4Help Knowledge Base As you are likely aware, IT Experience & Engagement has been working with Service Owners to centralize and improve our service documentation. Our combined efforts are to make it easier to discover and request services as well as organize and locate documentation. DCSS FALL 2017 - Anne Sheppard, ashepard@vt.edu IT Experience and Engagement

Goals for the IT Service Catalog Project IT Experience & Engagement Goals for the IT Service Catalog Project Provide a single, easy-to-use, well-organized online service catalog for all public-facing, university level IT services at a central location. Remove individual IT service pages and other replicated IT documentation to avoid duplication and confusion to our customers. Provide broad, strategic customer innovative, self-service empowerment to give our customers the power to address their problems and needs. Part of the goals for our Service Catalog project have been to: Serve as the STORE FRONT for presenting all public-facing university level IT services at a central location Avoid Duplication and Confusion to our customers by removing replicated documentation Provide a modern service experience with a self-help interface that enables our customers to address their problems in a ways that best suit their needs. Using an IT Management strategy and tool like ServiceNow to implement our Service Portal has made it possible to provide support AND house our IT Services as well as our Knowledge Base documentation all together in one central location.

Service Catalog Evolution To Date IT Experience & Engagement Service Catalog Evolution To Date Oct 2016 Oct 2017 Categories 13 13 Requestable Service Entries 40 110 Directly Requestable Entries Auto-Provisioned Services Self-Service Entries TOTAL service requests to-date       1395            9025 Together with Service Owners we’ve made a great deal of progress over the past year evolving our Service Catalog To date we’ve increased our Requestable Service Entries from 40 to 110 Currently, this includes : Directly requestable service entries Defined as using a submit button and having a workflow Auto-provisioned services Defined as university services granted upon creation of an account/affiliation with VT, examples. Lynda, VT Google Mail, and VT Google Calendar Self Service entries Defined as services where users can obtain the service by following the instruction in a KB article, example University Services Domain, or via an external web page, e.g. Central Authentication Service (CAS) , where links to those extended instruction were placed on the service page. Service entry is ongoing and Total service requests have increased to 9025 since last year.

Evolving Features of our Service Catalog IT Experience & Engagement Evolving Features of our Service Catalog Continuous Improvement Technical QA and Usability Testing Improve automation and workflow Your Feedback Benchmarking Service Categories Individual Services Visualization and Design ->While we’ve made good progress, a significant part of our service strategy is continuous improvement ->For our Service Catalog …This includes Technical QA, Usability Testing, Your Feedback, and Benchmarking! Technical QA is a ongoing process that serves to review and offer suggestions for improving automation and workflow for newly requestable services. A future round of usability testing is also planned Currently, we’re working to finalize a benchmarking review of the Service Categories, Individual Services, and the Visual Appeal (look and feel) of 10 of universities’ Service Catalog offerings. This benchmarking will enable us to provide recommendations to improve the content and design of our Service Catalog. Once the report is finalized, we plan to reach out to service owners to share and investigate our findings with them.

Evolving Features of our Knowledge Base IT Experience & Engagement Evolving Features of our Knowledge Base Continuous Improvement Usability Testing Retirement/Redirect of Computing.vt.edu to 4Help.vt.edu Your Feedback Please help us to continue improving the IT service catalog and knowledge base - email us at sc-feedback-g@vt.edu whenever you encounter: Difficulties locating needed information in our documentation, Any Virginia Tech website that still links to computing.vt.edu, Entries that need improvement, additional keywords, etc. Entries that contain incorrect information. Additionally, our continuous improvement includes: Growing the Features of our Knowledge Base This also includes Usability Testing, Retiring and Redirecting services as needed and Your Feedback A future round of usability testing will help us determine how to best organize documentation and refine how content is presented to users. With the recent retirement of computing.vt.edu and redirecting of that site to 4Help.vt.edu, we’ve made many efforts to ensure that current information is searchable within 4Help. However, while we continue to monitor for gaps in our content, search terms, and/or keywords, we need your help. 0ver the next weeks and months - please help us to continue improving the IT service catalog and knowledge base by emailing us at sc-feedback-g@vt.edu whenever you encounter:   difficulties locating needed information in our documentation,   any Virginia Tech website that still links to computing.vt.edu,   entries that need improvement, additional keywords, etc.   entries that contain incorrect information

Thanks! IT Experience & Engagement Thank you for continuing to work with us to improve the customer experience for those seeking IT services and support at Virginia Tech! With your help, we can better understand and meet the needs of our customers across the university community. If you have questions or are interested in learning more about our IT Service Management tool for creating Service Catalog items and Knowledge Management, please contact me: Anne Sheppard (ashepard@vt.edu) or any of us at: sc-feedback-g@vt.edu!

Division of Inforamtion Technology IT Experience & Engagement Antivirus: The Changing Landscape at VT A Quick Update Joyce Landreth, jlandret@vt.edu Ryan Gorkhalee, gryan4@vt.edu IT Experience and Engagement: User Engagement

Division of Inforamtion Technology IT Experience & Engagement Symantec Contract Symantec made changes to contract in May 2017 Previously available to F/S, Students & Retirees Distributed & managed through ITEE & ITPALS Symantec Downloads/Usage     Faculty/Staff  Students  Retirees  Total  Windows  5101  1516  99  6716  Mac  1229  536  34  1799  TOTAL  6330  2052  133  8515  In May, Symantec unexpectedly made changes to its traditional licensing model In early May, Symantec unexpectedly announced a major change to its traditional licensing model. While enterprise licenses had previously covered students, faculty, and staff, Symantec announced that students would no longer be covered, nor would an offering for students likely be produced by Symantec moving forward. Symantec was previously available to F/S/Retirees/Students for download as a standalone client Managed instances are also available to departments Widely used – Downloaded 8515 times in the last year – The chart shows the total Symantec Endpoint Protection downloads/BigFix pushes from 8/29/2016 - 5/22/2017  A quick reference to Policy 7010: Departments and individual users must take actions to minimize security vulnerabilities that may exist on departmental and individual technology resources that they attach to a university network.  They must adhere to security standards, including, but not limited to:   • Maintain the operating system and application software with appropriate updates;   • Install antivirus software and ensure virus definitions are updated regularly;  However, the Division of IT has never required the use of Symantec by faculty, staff, or students – it has been made available and listed as an option for satisfying the requirements of Policy 7010. To address the contract changes this year, we elected to not cover incoming freshmen, though existing students (soph and up) still have access to SEP 12 and SEP 14 was renewed for F/S

Division of Inforamtion Technology IT Experience & Engagement Future Strategy Working group formed that includes stakeholders across campus Tasked with establishing requirements for new endpoint protection solution Working with Pamplin College of Business (Project Management course) students Surveying stakeholders on campus to determine their needs: Central Management Effectiveness without bloat Deployment Mobile Support Notifications of threats/compliance Working group will meet with vendors for demonstration of current offerings Products will be ranked; final product will be a recommendation to VP of IT Working group formed A working group was formed from stakeholders both inside and outside the DoIT: includes ITPALS, ITEE, ITSO, and 2 members nominated by IT Council: IT for Admin Services (VPAS), and Engineering, to discuss our strategy moving forward Establishing requirements for new endpoint protection solution We set out to establish requirements for our new solution We needed to assess the current landscape of cybersecurity to see which solutions would fit OS requirements, managed vs. unmanaged, how many licenses etc. WHAT constituents to cover Working with Pamplin COLLEGE OF BUSINESS students We have been working with Project Management students from Pamplin College of business Their professor approached us so that they could have a project to contribute to that has “real world” implications Surveying stakeholders on campus A survey was designed and facilitated by ITC to see what people were using and what they would want in the future What they wanted: Central Management: 19 Effectiveness without bloat: 2 Deployment: 2 Mobile Support: 4 – PROBABLY OUT OF SCOPE for this working group, but will look at offerings Notifications of threats/compliance: 4 Surveying other universities in the state Various solutions using various products No other universities have a solution for mobile devices, which was brought up during the antivirus committee meetings Around half do not cover students – we will decide based on pricing, but working group has made initial recommendation to NOT cover studets We will be looking at products that are ON STATE CONTRACT and have vendor demonstrations Formal recommendation being made for VP of IT Our end goal is a formal recommendation to the VP of IT on how we should proceed