Information Technology Services activities, spring 2021
This first quarter of 2021 was busy and productive for Information Technology Services (ITS) as we emerged from the November 2020 security incident; moving from a recovery and rebuild mode into normal campus growth and support operations. As the winter break concluded and ITS transitioned into preparations for the spring semester; our efforts in improving IT security and the implementation of a new Learning Management System gained momentum. The entire ITS staff worked diligently to maintain all student systems and business functions to ensure there was no disruption of service. ITS, in concert with CLT staff, worked with Desire to Learn (D2L) on the implementation of Brightspace (Blackboard replacement) for the fall 2021 semester. The COVID test site, NYS vaccination site and resultant number of positive COVID students in February and March, necessitated additional network and video camera support at the test site, vaccination site and the quarantine/isolation housing areas. Additionally, ITS continued to make significant progress with various large projects; specifically, Nursing Online, Medicat hosting, the Ellucian Advise installation, the Windows 7 to 10 upgrades, the PODs to BU Domain migration, the ITS website redesign and overhaul, the continuation of the data center renovation, the two-factor authentication (2FA) implementation and more.
The password page was updated the first week of February with new functionality. Users are still able to change their password or reset their account if they forget their password. However, recent changes now enable the user to set up and manage two-factor authentication (2FA) tokens for (CAS) and change how one changes their password. These changes add another layer of security to an individual’s access and computer accounts, which in turn enables state-of-the-art security for University information and each user’s information.
The campus conducted an Information Technology Task Force Town Hall meeting via Zoom, communicating and informing the campus of recent and upcoming changes to IT processes. Presently, ITS is maturing a more secure VPN access process and has begun implementing a two-factor authentication (2FA) for all users. These changes are just two of several that are being implemented to provide an extra layer of IT security and safety within the Binghamton University computing network.
Upgrades to technical systems and infrastructure
The Enterprise Systems and Applications (ESA) Team spent the past three months rebuilding and restoring many major systems on campus including the accounts management system based on the BU Domain, refreshed the BANQA system and more. Updates and patches were applied to an array of systems: CAS, SAS, admissions, registration, course/room scheduling and student systems, to accommodate the changes to the spring ’21 semester. This highlights that, despite being impacted by the security incident in November, ITS had to remain focused on maintaining all unaffected systems while recovering systems impacted by the security incident.
New developments that occurred in the past few months were the continued work with the Nursing Online program, the Barnes & Noble expansion, the installation of the newest Ethos packages supporting the Blackboard to D2L transition and the move to ILP5 hosting solution. Authentication systems were also converted over to the BU Domain from the old PODs domain. This work was done with no impact to our users.
Information Security Team
The Information Security Team has been very busy this quarter with implementation of extra security efforts and continued mitigation efforts remaining from the November security incident. Efforts included employing the Spy Cloud intelligence feed for data breaches, working with Networking to require 2FA on our VPN connection, responding to the significant cyber incident by activating Beazley breach response, assisting with removal of hackers from the system/network and installation of Endpoint Detection and Response (EDR). These efforts help protect the campus from continuous cyber threats from around the world and will allow for continuous monitoring and response to advanced threats for protection purposes. An EDR offers greater protection to institutional data, individually stored files and intellectual property. ITS information security controls such as EDR also assist in meeting emergent security requirements for research grants and data-sharing agreements. The IT Task Force approved minimum standards for a campus EDR solution. Specifically, the task force limited EDR implementation to all University-owned computers.
Information Security has made other changes by proactively planning and implementing future preventive data/access risk mitigation measures. These include adapting the campus Student Network to require a VPN connection to connect to the Administrative Network; working with the Networking, Systems and Innovation teams to implement two-factor authentication (2FA) for VPN and CAS access; requiring all active accounts to reclaim and set a new password; removing unnecessary firewall exception rules and much more.
The Information Security Team and Communications upped their game communicating anti-phishing and “COVID and job scam” messages to campus through social media, Dateline and B-Line messages, constant updates to the ITS Phish Tank webpage and publishing numerous security-related blog articles. The messaging and communication venues continue to inform users and have proven to effective.
Network Administration and Operations
Security installations abound, and many of them were completed at the 48 Corliss Ave., Johnson City, Decker building. These installations included over 60 cameras, a 52 “mass notification” speaker system, 34 door readers, two Morse Watchman Key Boxes, and an intercom and a blue light. Operations also rebuilt and recommissioned approximately 15 critical Security Infrastructure Systems (SIS) servers because of the security incident; specifically, Lenel, Genetec, Morse Key Watcher & Remote, Energy Management. Six door readers, two Life Safety Enclosures and 18 mass notification speakers were installed in the Cleveland Hall renovation project. Other areas security installations were completed for the University or NYS were in the Gannett Building (four cameras installed at the COVID vaccination site), Couper Administration Building and the Decker Building at 48 Corliss Ave. in Johnson City.
Network Admin.and Operations continued to support the work on the Data Center renovation located in the Technology Hub. Efforts in March focused on moving all core campus-wide networking equipment from non-renovated space into renovated space. The planning team has this effort well in hand and thus far all work has been done with little to no impact for our users.
Other quarterly accomplishments include major Wi-Fi developments to support the quarantine lodging efforts in local hotels. A simple need necessitated significant design and survey of the Quality Inn and Comfort Suites in a very short span of time. These two hotels had sub-standard Wi-Fi capability but ITS installed state-of-the-art Wi-Fi systems in these locations so all students residing there while quarantined were afforded the same level of network service as one finds on campus. The moving of the login for Bluecat system to administrative domain accounts and resolving over 200 ServiceNow support requests from the ITS Help Desk concerning the recent SSL VPN changes were two more areas that kept folks busy.
The Telecommunications Team completed additional fiber installations designed to expand the redundant fiber connectivity of the campus, potentially minimizing a service interruption due to disruption of a fiber pathway such as we experienced several years ago during a traffic accident at the Bunn Hill and Vestal Parkway intersection. Major projects initiated and implemented encompassed review of all panic buttons, assigning 40 work orders to upgrade or improve their installation locations, the annual audit and updating of the campus directory, rebuilding the Mitel phone system, and updating all analog and VoIP services in Pinnacle. Renovations in the University Union basement resulted in the Cellular DAS system at that location being reinstalled and upgraded. New runs of fiber optic cable were installed in the West Gym, Academic A Building, Nelson Rockefeller Center and the Innovative Technologies Complex (ITC) to the main campus. This provides additional redundant fiber options for the ITC itself along with University internet and external phone connections.
Telecommunications kept very busy with 233 service orders and installations. They closed 95 orders, performed 77 phone disconnects, and installed 124 card access readers and 63 GCCTV cameras. The West Gym Student Success Center data installations were also completed and the new fiber was installed as part of the Technology Hub Data Center renovation project.
Technical support and projects
ITS technical support related projects completed this quarter include reimaging of almost 50 loaner laptops, and acquiring and adding 15 new Dell 7410 computers to the pool of loaner laptops for student use through the Laptop Loaner program. Major lab changes came into effect such as moving the Decker School from Academic B to the Decker Building at 48 Corliss Ave. in Johnson City. And finally, remote access to the Mac lab was also completed.
In response to the security incident, tech support assisted to complete the Carbon Black installs (an EDR product to assist in protecting University computers and systems), computer rebuilds and Windows operating system upgrades from version 7 to 10. The migration to a new user domain is progressing well. Classrooms were prepared for spring semester (including updates, BU Domains, Carbon Black, etc.). New Base recovery images for Windows desktops were created. Also, Solstice pods were updated to the latest software versions for the semester start. COVID test site support continued with emerging needs, portal updates were made as new guidance for COVID testing was announced and a “widget” was integrated on the portal enabling all campus-affiliated individuals to easily register, check in and review their test results.
Other upgrades this quarter included printer upgrades, resetting of Papercut student print quotas, Adobe installs, SAS administration installs, and Maximo and Bingview (VDI) support. Essential support continued for proctoring exams (in person and remotely), myCourses and Panopto.
ITS support to the University
ITS and the Technology Support Team continue to support and carry on with new and innovative methods to keep all users of public computing resources safe and secure during these times. Livemaps, found on the ITS website, is available to find out what public software is available and students can utilize the LabFind app to find an available, socially distant, computers to use.
The ITS staff completed a variety of small and large projects this quarter; 88 projects were completed with 25 of them COVID-related and the rest a mixture of projects supporting all areas of the University. Twenty-nine pending projects need additional resources (such as staff, equipment or vendor support) and there are currently 53 active ITS projects. Demand for ITS support continues with another 22 new project requests pending review and approval. The Project Governance Committee has been instrumental in guiding and determining ITS priority of efforts on the overwhelming number of project requests being submitted.
The Innovations and the Emerging Technology Studio (ETS) Team had a very constructive and successful first quarter by rolling out bComply, a custom system for compliance training that replaced the old eComply system. bComply allows University Center for Training and Development to create and manage online compliance training for the entire campus. They worked on improving many services, including enhancing ServiceNow, adding a request form and new merchant workflow to Business Affairs, establishing Research Foundation Workflow for the COVID Telecommuting Agreement and completing the Graduate Recommendation workflow for Student Records. They also received approval from SUNY counsel to use Graphene Workflows and myBinghamton (they pushed for major updates to the myBinghamton portal for improved workflows) for internal signatures and processes.
Other major ETS accomplishments included rewriting the password page based on emergent requirements and needs to support 2FA for the initial February 2021 rollout. They created internal and Help Desk tools to support the transition to the new Domain and 2FA implementation and modified the Commencement Petition Process for spring 2021.
Research support this quarter consisted of actively working on OpenStack/MicroStack to develop familiarity with the platform for use in a research environment; the development of a data tracking/inventory system for level 3, 4 and 5 datasets; and the migration of Center for Medicare Services (CMS) data from Pharmacy Building 110 to the Pharmacy Data Center. The Research Support Team responded to Health Outcomes Secure Lab DUA questions from CMS and received approval to move this cabinet to the Pharmacy Data Center.
The ITS Help Desk saw a marked number of service support calls throughout the past three months with a spike in calls once students returned to campus. The more popular issues were regarding the Carbon Black installation, password help, phishing scam reports, help with University-owned machines, VPN configuration/connectivity issues, and help with myCourses and Banner to name a few. The Help Desk resolved more than half of the calls (56%) with the remainder of calls being deferred to second-level support. Of the 6,646 incidents via ServiceNow, 3,424 were assigned to the Help Desk with the remaining incidents being assigned to second-level support.
Student printing for this quarter consisted of 242,000 total pages printed with 16,603 of those printed in color. This is a decrease from last quarter (fall semester) consisting of about 80,000 pages. There were 7,400 public computer lab logons and over 880 VDI, BingView logons.
The Help Desk and Technology Support Services continued with their appointment-only strategy and offered virtual help through Zoom sessions and continued telephonic support, all of which minimized in-person interactions while still serving the campus and maintaining health and safety parameters.
ITS continues excellent service
Even with ITS teams and staff having an extra workload with the start of the semester, many volunteered for the move-in testing and quarantine housing support. ITS staff continues to assist during these challenging times with hard work and dedication and the results have been proven to be very successful. All efforts and dedication of ITS staff has been visible and appreciated by the senior administration. Two ITS staff members, Mike Duell and Jeff Williams, were recently selected by the Professional Staff Senate to receive its Distinguished Service Award for 2021 for their dedication to the University.