Caring. Learning. Integrity. Respect. Technology Support for Algonquin’s Mobile Learning Environment Version 2 September Edu-t ne

Caring. Learning. Integrity. Respect. Edu-t ne 2 Blackboard Wireless & wired network Internet access with sufficient bandwidth for learning and teaching activities Support Services Technology for learning and teaching will be available 99.9% of the time. A Commitment to Reliable Educational Technology

Caring. Learning. Integrity. Respect. Edu-t ne 3 Client Support Services Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Improvements  Support desk & call center hours extended! Monday – Friday 7:30am – 10:00pm (Woodroffe)  Main client support desk relocated to C102  Support technicians available in Perth and Pembroke  Peer student ambassador program to run in fall at Woodroffe  Extensive self-support videos have been uploaded to YouTube Results Support is available through the primary contact channels during the core academic hours Support desk is located in high traffic area with more space to service client needs! Perth and Pembroke have MLP support full time

Caring. Learning. Integrity. Respect. 4 Classroom Readiness and Support Wireless LMS Blackboard Edu-t ne Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Improvements  2 technicians work 11pm – 7am 5 nights a week. Classes are not interrupted. (Woodroffe only)  Each classroom’s technology systems are reviewed once every 3 weeks. Results Technology in classrooms works more consistently. Quick Fact: Within first 2 months, an additional 400 work orders were completed.

Caring. Learning. Integrity. Respect. 5 Classroom Readiness and Support Wireless LMS Blackboard Edu-t ne Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Improvements  Automated monitoring systems extended to include classroom technology (projectors, PC’s, wireless, etc).  Improved alerts and communication processes.  40 new MLP classrooms added through summer  Standardized media control system for all MLP classrooms (on going) Results  ITS will attend to anticipated problems before faculty experience them in class.  Fewer s, more alternative channels for delivering key messages: text messages, web notices, tweets, news feed subscription options.  MLP classrooms across all campuses will have consistent configuration, inputs & controls

Caring. Learning. Integrity. Respect. 6 Classroom Readiness and Support Wireless LMS Blackboard Edu-t ne Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Improvements  Automated monitoring systems extended to include classroom technology (projectors, PC’s, wireless, etc).  Improved alerts and communication processes.  40 new MLP classrooms added through summer  Standardized media control system for all MLP classrooms (on going) Results  ITS will attend to anticipated problems before faculty experience them in class.  Fewer s, more alternative channels for delivering key messages: text messages, web notices, tweets, news feed subscription options.  MLP classrooms across all campuses will have consistent configuration, inputs & controls

Caring. Learning. Integrity. Respect. Edu-t ne 7 A Brand New Blackboard Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Enhancements BlackBoard system administration and BlackBoard Help are now one group! Single point of contact for all things BlackBoard BlackBoard Mobile is available on all supported devices (iOS, Android & Blackberry), all carriers (cellular network or WiFi) and all BlackBoard activities (it’s a full service client) Blackboard system update (Service Pack 8) – a cleaner, more modern look and feel For end of fall term, the BlackBoard GradeBook will feed the grades evaluation and input process. No more manual grades sheets (unless you want to work manually)

Caring. Learning. Integrity. Respect. Edu-t ne 8 Blackboard Reliability Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent and Summer Enhancements New load balancing infrastructure improves reliability of system. Failure of one server transparent to all users. Upgrade to 64 bit = faster processing. Revised User Account Processing process = faster account creation and turn-around time. Up to 3 more BlackBoard servers available for high demand periods. The system will remain usable even under extreme load BlackBoard is available 24 hours / day except when maintenance is schedule. No more nigh time window.

Caring. Learning. Integrity. Respect. Edu-t ne 9 Blackboard Reliability Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Results Improved system performance.  More robust in handling greater content and usage demands.  Consistent “up time” of Blackboard system.  Faster access to Blackboard log in information for new users.  Modernized Blackboard interface with workflow improvements. Quick Fact: Since January 2012, Blackboard has been available 99% of the time.

Caring. Learning. Integrity. Respect. Edu-t ne 10 Wireless Connectivity Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Improvements  Auto-configuration is available. Connect to ALGOpenWLAN, follow the directions and wireless will “set itself up” for most computers & devices.  Pembroke campus has consistent wireless system with other campuses  Woodroffe students have their own wireless service, AC-Student. Faculty and staff continue to use ALGSecureWLAN  Wireless network switches are all 1gb. Results  Continuous improvement in access to wireless across all campuses.  Faster access to the network and internet from wireless.

Caring. Learning. Integrity. Respect. Edu-t ne 11 Wireless Connectivity Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Improvements  Signal monitoring to measure coverage and adjust availability.  Complete wireless coverage in faculty spaces for B building.  Carrier improvements in wireless (cellular) coverages for Telus and Rogers users on Woodroffe campus through fall & winter Results  Improved wireless access in B building for faculty areas.  Increased mobile access across campus for Telus and Rogers customers.

Caring. Learning. Integrity. Respect. 12 Total System Access Points (connection points to wireless network) Edu-t ne Wireless Connectivity

Caring. Learning. Integrity. Respect. Edu-t ne 13 Network and Internet Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Recent Enhancements  By end of October, 2012, Perth and Pembroke will have local access to internet for all outbound requests  New internet interface and management technologies. Faster throughput for all internet access regardless of location  Replaced entire firewall infrastructure with 21 high capacity systems.  Upgrade capacity (and currency) of bandwidth management system.  Core network has redundancy built in for increased reliability and reduced downtime for maintenance

Caring. Learning. Integrity. Respect. Edu-t ne 14 Network and Internet Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Results  Faster access to internet  Faster access to files and services via Algonquin’s network. Quick Fact: Perth and Pembroke can get faster internet access via their local ISP (internet service provider) rather than be routed to Woodroffe campus first.

Caring. Learning. Integrity. Respect. Edu-t ne 15 Network and Internet Wireless LMS Blackboard Network Services Core network (LAN), Active Directory, WAN Network Services Core network (LAN), Active Directory, WAN Operations Services Private Cloud (VMWare) Operations Services Private Cloud (VMWare) Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Support Technology Support Monitoring and Alerting Performance Management Capacity Planning Public Clouds Private Cloud (VMWare) Public Clouds Private Cloud (VMWare) Internet Providers Rogers, Cogent Internet Providers Rogers, Cogent Internet Capacity at Algonquin

Caring. Learning. Integrity. Respect. 16 Technology used in teaching will be transparent. Should services become unavailable, notification will be prompt and through multiple channels. Help will be easy to access through multiple channels. Edu-t ne Reliable Educational Technology

Caring. Learning. Integrity. Respect. 17 Algonquin has invested significantly to improve our technology systems over the past year. The core technologies we rely on to deliver education have be redeveloped for reliability, stability and scalability. The digital college mandate requires a dependable, reliable foundation. Edu-t ne Not Your Father’s ITS

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