Table of Contents

• CIO Statement/Mission Statement
• CITS Overview
• CITS Strategic Plan and Goals

CIO Statement/Mission Statement

The Center for Information Technology Services (CITS) is the central information technology organization for UMB. Our mission and focus is to treat UMB students, faculty, staff, colleagues, and co-workers as treasured customers. Excellence in service to the UMB community is our challenge and responsibility.

CITS Overview

Composed of six areas, the Center for Information Technology Services provides IT maintenance, support, and oversight to the entire University of Maryland, Baltimore campus. These areas are Technology Operations & Planning, Infrastructure Services, Networking and Communications, Information Security and Compliance, Enterprise Applications, and Data Analytics and Reporting, detailed below:

Technology Operations & Planning includes Project Management, Identity Management and System Integration, Web Applications and Development, IT Training and Communications, IT Support and Software Licensing, Central Administration IT Support and Services, Philanthropy IT Systems and Services, and the Student ERP System.

Infrastructure Services implements and maintains the central computing data centers and infrastructure (i.e., database services, messaging systems, Microsoft systems, UNIX systems, computer operations and data storage) for the campus enterprise computerized services.

Networking and Communications maintains the University communications systems, including Webex and Unity, as well as the campus computer networking systems.

Information Security and Compliance strengthens the security for all University-owned systems, with additional consideration for those systems that have access to sensitive data, monitor industry trends, investigate, locate, and mitigate IT security vulnerabilities, and ensure campus compliance with state and University System of Maryland audit and data security regulations.

Enterprise Applications implements and manages administrative and academic systems, including Quantum Financials, eUMB HRMS, Kuali Research, Blackboard, ImageNow and MediaSite.

Data Analytics and Reporting implements and manages data, analytics, and reporting systems including Quantum Analytics, Data Cookbook (data definitions, data quality, & report documentation), and the Data Warehouse. This office supports the entire University’s analytic needs and enables the university to leverage insight for data-driven decision making.

Featured Goals

Goal 1:

Assess the state of technology available to West Baltimore community residents where UMB is engaged.

Summary - Completed/Milestone Achieved

Develop and execute a strategy with UMB stakeholders by June 30, 2019, to address any deficiencies with technology to support UMB's health, legal, and social work programs in those areas.

UMB partnered with Comcast to provide internet access to community residents

In an effort to bridge the digital divide, UMB has partnered with Comcast to provide Internet service for up to 1,000 families from 14 different partner schools in West Baltimore. The Internet Essentials program from Comcast offers affordable, high-speed internet, normally priced at $9.95 per month, to low-income households. UMB is covering this cost for students/families in the West Baltimore neighborhoods.

There are now over 450 low income households with students having access to the Internet that they didn’t have before this UMB/Comcast agreement was established. There will be additional families receiving the benefit of an internet connection in the year ahead.

Goal 2:

Assess the state of technology available to global communities where UMB is engaged.

Summary - Completed/Milestone Achieved

Develop and execute a strategy with UMB stakeholders by June 30, 2019, to address any deficiencies with technology to support UMB's health, legal, and social work programs in those areas.

During the period, CITS assisted IHV, MGIC and other personnel who are based in Africa with video/audio conferencing, e.g. with Zoom. We also evaluated additional video/audio conferencing software for The Center for Global Engagement which was used for a large attendee global health summit.

Office 365, and specifically SharePoint and Teams, allowed schools and departments to share content with users (internal to UMB and external) regardless of location. Several Teams and SharePoint sites were created/used specifically for international groups/projects.

Desktop and Computing Support (Technology Operations and Planning) worked with the departments that support global activities. CITS supports business operations in departments such as SPAC. SPAC supports research grants and funding compliance, including those for international operations.

Other CITS assistance:

• Performed information security reviews of global programs, provided security recommendations to individuals managing global programs and shared tips for securing devices and data while traveling internationally.
• Enhanced the international travel request and reimbursement system.

Goal 3:

Evaluate annual statistics of network utilization and capacity, and collaborate and coordinate with school and department personnel to make strategic investments.

Summary - Completed/Milestone Achieved

Evaluate annual statistics of network utilization and capacity, and collaborate and coordinate with school and department personnel to make strategic investments in the network infrastructure to ensure adequate network transmission capacity for innovative research, scholarship and clinical sciences initiatives.

Network advancements and achievements continued to be made during the period. A campus-wide network replacement plan was developed and the acquisition and implementation of new network switches and wireless access points occurred in schools and departments. The UMB internet and on-campus network has minimized risk by having redundancy, i.e., there are multiple routes to the internet and core network equipment operational in multiple buildings.

Goal 4:

Develop a plan and strategy that would identify and recommend an infrastructure(s) for storing, managing, and accessing research data.

Summary - Completed/Milestone Achieved

AWS cloud infrastructure implemented for UMB researchers

Both the Microsoft Azure and Amazon AWS cloud infrastructures are in use at UMB. Training and education sessions are being scheduled to show personnel in schools and departments how to access and provision computing services on both platforms.

Furthermore, UMB and UMMS have signed an agreement with a company called TriNetX. UMB received and installed the TriNetX server that will contain de-identified patient data uploaded from UMMS EPIC. TriNetX and the de-identified patient data will also support the NIH Clinical and Translational Science Award that UMB has with JHU. A Data Use Agreement workgroup has been formed to develop authorization procedures for researchers to get access to the data on the TriNetX equipment.

Microsoft Azure Virtual Desktop provides "safe desktop" experience for researchers

A Microsoft Azure Virtual Desktop will be used to access, process, and store UMB research data in a secure manner. This infrastructure is providing a "safe desktop" experience that researchers in UMB schools and departments can use.

Goal 5:

Leverage the IT Stakeholder initiative, “Expanding Resources for Faculty Teaching and Learning with Technology” and prepare a report of recommendations.

Summary - Completed/Milestone Achieved

During the reporting period, a great deal of progress was made in this period by Christina Cestone and those individuals working in the Faculty Center for Teaching and Learning. Some highlights of accomplishments were:

• Instructional Consultations and Workshops: 33 activities, 189 faculty
• Implemented iDesign, an instructional design helpdesk and resources hub, working with the USM/Kirwan Center/CITS
• Individual course development in the SOL, SSW, Graduate School, SOP, and SOD: 12 new courses; 35 courses re-offered online (25 in the fall semester)
• Promoted Online Quality Matters Professional Development courses to UMB faculty: 402 total registrants; 87 unique registrants
• Launched Graduate Teaching Assistantship (GTA) program: 9 GTAs; 12 faculty Launched Professional Coaching Program for Faculty: 37 faculty; 8 coaches 2020-2021 Online Teaching Community: 104 members (34 new since COVID) Built COVID Student Safety Training Course in Blackboard: 7,120 enrolled.

Under the direction and leadership of Dr. Christina Cestone, the Faculty Center for Teaching and Learning has identified strategies for professional development and promoted innovative uses of technology in teaching and scholarship within and across UMB schools.

Contribution to the UMB Mission

The FCTL supports the UMB mission through specific efforts to sustain educational excellence, and it contributes to the UMB mission in all areas, supporting: student success, research and scholarship, educational inclusivity and diversity, assessment and efficiency, and collaboration. Educational research demonstrates that many learning outcomes are a result of, and correlate to, instructional activities and instructor behaviors. Therefore, the FCTL:

1. Applies educational research evidence to enhance teaching approaches and assessment practices for student success.
2. Fosters knowledge about how individual differences strengthen and contribute to exceptional learning environments.
3. Collaborates with faculty to promote and reward exemplary programs, develop individual instructors, and co-create new programming.
4. Expands our global education reach through consultation and dissemination of UMB programming to educational partners.
5. Initiates, guides, and disseminates rigorous educational research and evaluation of our efforts.

Goal 6:

Increase University knowledge of contemporary productivity tools and applications and well as knowledge of information security best practices.

Summary - Completed/Milestone Achieved

During the past year, there was increased attention and effort given to training the University community to use tools for tele- education and tele-work.

Virtual training opportunities were offered to the UMB community so that employees and students could learn about products like WebEx, Zoom, MS O365, including Teams. The sessions provided insights and highlighted key features and benefits of each product.

A great deal of "hand-holding" and personal one-on-one instruction was provided to not only help people learn and be more effective in the use of tools for tele-education and tele-work, but also for connecting to the internet, using computer software that was installed on their remote devices, etc.

The University community was also educated to use the KnowBe4’s Phish Alert button, which was installed on UMB accounts. It has made it easier for people to report suspected Phishing emails. In addition, simulated phishing exercises were launched and remedial training and education has been provided. Campus-wide security awareness training campaign continued during this past year and it once again achieved a high completion rate (over 85% of the recipients completed the training).

Goal 7:

Promote knowledge, expertise and career development in CITS by encouraging every staff member to attend at least one professional development opportunity each year.

Summary - Completed/Milestone Achieved

CITS staff professional development activities did continue to occur during the reporting period, and while a high majority of CITS staff did have the opportunity to participate in at least one professional development/training activity, the number of activities was curtailed and interrupted by COVID-19.

Goal 8:

Expand and promote cultural competence in the Center for Information Technology Services (CITS) by celebrating a climate of diversity and inclusion.

Summary - Completed/Milestone Achieved

Every year, from FY 2018 to FY 2021, a member of the Diversity Advisory Council (DAC) has delivered a presentation followed by Q&A at a CITS all organization meeting. This is the 4th year that we have had an all CITS organization meeting where there was a presentation and conversation regarding diversity, equity and inclusion and that information was provided regarding the DAC, its mission, goals, accomplishments, and planned events.

Goal 9:

Collaborate with colleagues at USM institutions, other Maryland higher education institutions and K – 12 schools to leverage collective buying power.

Summary - Completed/Milestone Achieved

IT savings through UMB collaborations

Throughout the plan period, UMB collaborated extensively with USM institutions, other higher education institutions, K-12 schools and leveraged the buying power of the Maryland Education Enterprise Consortium (MEEC). IT savings were realized with many products and services.

Goal 10:

Collaborate with UMB and UMCP colleagues to develop and implement a mutual IT strategic plan.

Summary - Completed/Milestone Achieved

The significant accomplishment that occurred was the completion of the project to consolidate the Kuali Research application for use by both UMB and UMCP. There is now one database instance and common access to the application from both universities. For the first time, the research data for the University of Maryland, Baltimore and the University of Maryland, College Park were linked together, and had combined research expenditures of $1.1 billion. This expanded research effort earned a ranking of #14 overall and #8 among public institutions.

Goal 11:

Partner with Administration and Finance and UMB schools and departments to develop and implement a financial system providing a strategic and streamlined approach to financial analyses.

Summary - Completed/Milestone Achieved

The new financial system was implemented in October 2019, and since then it has gone through a stabilization period and is continuing to be enhanced. Based on input from the campus community, adjustments are being made to processes and functionality. The Data Analytics Office is enhancing existing reports, developing new ones, and positioning the University to have a successful data analytics program.

Goal 12:

Assessment, Survey, Services

Summary - Completed/Milestone Achieved

Administer a Center for Information Technology Services (CITS) satisfaction survey in fall 2018 and in fall 2021 and every third year thereafter, to assess the degree to which faculty, staff and students are satisfied with the array of services provided by electronic systems and staff operations so that we can identify areas in which we are succeeding, point to the services we need to improve and highlight the areas in which we need to offer new services.

Assessment of IT Services

IT Satisfaction Survey

• An IT satisfaction survey was administered in March 2019 and a report was generated in July 2019. The following two items provide an important benchmark of IT satisfaction, as recorded by faculty, staff, and students.
• The goal was to achieve a mean score of 4.00 or better for each item on the survey.

How satisfied are you that IT personnel take a “customer-oriented” approach to helping you?

Please rate your overall satisfaction with the IT services you receive.

Goal 13:

Continue to partner with UMB schools and departments and affiliated entities to assess risks, seek vulnerabilities and recommend solutions and mitigate the risks.

Summary - Completed/Milestone Achieved

The participants on the enterprise-wide Information Security Collaborative (ISC) group (individuals representing UMB schools and departments and affiliated entities such as UMMS and FPI) have worked well together to assess risks, identify any vulnerability(s) and collectively recommend resolutions to any found vulnerability(s). The participants of the ISC have consistently met either in-person or virtually on a regular basis, typically once per month. The ISC participants share information regarding important IT security topics, such as the value and effectiveness of various IT security tools and technologies and potential threats and the means for effectively addressing them. This collaboration continues and is critically important to the enterprise-wide IT security program.

During the reporting period, new security tools were acquired and implemented across the university to provide enhanced vulnerability scans; for capturing logs of data; and for scanning email attachments.

In addition, CITS and UMB Schools and Departments collaborated and implemented a new UMB password policy on November 2nd. Going forward, when students and employees next change their UMID password it will be checked to make sure that it meets certain criteria, i.e. 12 character minimum and a quality check conducted by Microsoft. Once changed, the person will have a new non-expiring password.

Also during the reporting period, work was undertaken to develop an “end point security” solution. The end point security solution will provide secure access to UMB systems and data.

Goal 14:

Develop a campus-wide instructional technology infrastructure plan.

Summary - Completed/Milestone Achieved

Due to COVID-19, very little work was done on premises during this period to expand and enhance the technology infrastructure in classrooms. All of the focus was on remote teaching and learning and teleworking. Many investments in technology were made before and during the pandemic to strengthen the remote teaching, learning and working environment. Due to many years of technology investments and work prior to the pandemic and quick action with acquiring additional tools at the beginning of the pandemic, the University was able to smoothly and successfully transition into the fully online world of tele-education and tele-work.

Many investments and a great deal of work went into enhancing the technology infrastructure in classrooms before the Pandemic hit. The investments in the on-premises classroom infrastructure is now supplemented with investments in technology for remote teaching and learning. UMB now has an exceptional instructional technology infrastructure that spans both in-person classroom instruction as well as the remote teaching and learning. These technology investments allowed the University to effectively teach and learn online as well as to return to campus and use state-of-the-art technology in the classroom.

Goal 15:

Achieve compliance with the latest version of the USM IT security standards and the Office of Legislative Audits information security requirements.

Summary - Completed/Milestone Achieved

UMB has a strong record of complying with the USM IT Security Standards, and is in compliance with the new version 5.0 of the standards that was recently released. The State Office of Legislative IT auditors have returned to UMB, in fall 2021, to perform their regular review of UMB's compliance with these standards and to check compliance with OLA IT audit requirements. The OLA IT audit performed in 2018 resulted in no IT/IS finding(s) in the final legislative audit report for UMB.

Goal 16:

Coordinate IT Help Desk operations by completing the implementation of the shared ticketing application initiative.

Summary - Completed/Milestone Achieved

During the reporting period, over 55,000 help desk tickets were received and resolved by school, department, and campus help desk operations using a common ticketing application.

In addition, through an on-going assessment of service indicators and current operations, new The UMB IT Help Desks transitioned effectively to an entirely online service during COVID. New call center systems were put in place and calls have been routed and answered by help desk staff working in remote locations so that requests could be addressed in a timely fashion.

Goal 17:

Expand a common communications infrastructure throughout the University.

Summary - Completed/Milestone Achieved

The use of a common communication infrastructure and tools increased significantly during the reporting period, with the use of Microsoft Office 365, WebEx and Zoom growing exponentially during the COVID pandemic. During the reporting period, there were over 20 thousand active O365 users; over 200 terabytes of file storage in OneDrive; and over 1,300 active SharePoint sites; and MS Teams was being used daily. There were also over 3,000 WebEx and over 8,000 Zoom meetings held every week.

Goal 18:

Build-out the identity management infrastructure to maximize user access to systems through the use of a single set of credentials.

Summary - Completed/Milestone Achieved

The UMB Identity Management System is the repository for all student, employee and affiliate identities, and through the use of one set of credentials, they can access to UMB systems.

Since 7/1/2020, the UMB Identity Mgt. system has been expanded to include the FPI HR system and the SOM Faculty Information System as data sources. The inclusion of these systems help members of our community gain access to services and applications automatically as well as provide more accurate tracking of an individual’s relationship with UMB.

There have been 22 new applications introduced into UMB’s single sign-on environment.

The Preferred Name application was implemented that allows individuals to provide a “preferred name” to be stored in UMB systems.

The Identity Mgt./Directory Services group has continued to be a key technical contributor to the COVID-19 SAFE symptom assessment, testing and data reporting project.

IT Focus Group Summary

The UMB IT Focus Group directed that several projects were undertaken and executed in order to support and ease the prolonged off-site telework and remote learning during the COVID-19 pandemic. To that end, several virtual resources were provided.

Virtual Resources

To support learning management, Blackboard was integrated with Webex and Zoom and CE21 was integrated with Zoom. Virtual room simulation was achieved by integrating Learning space with Zoom.

Expanded use of Webex and Zoom for meetings and communications also made continuing our day-to-day possible. Also, closed captioning has been enabled for both platforms.

Telephone communication was expanded and made more convenient by using Webex hybrid calling. This enables UMB phone numbers to be answered from a computer or a mobile phone with their university extension displayed in caller ID.

New computer resources are being configured in Azure and AWS when possible. This allows expansion of available virtual resources.

Where needed, the University was able to offer teleworkers IT resources, such as MiFi/Hotspot for those without internet service coverage; loaner laptops for teleworking staff and faculty, when needed; and docking stations to connect office monitors to laptops.

As for students, Financial aid packages include funds which can be used to purchase a computer and internet service. In fall 2019, 79% of UMB enrolled students received financial aid. Additionally, several schools have laptop requirement for incoming freshmen.

IT Security

Several steps were taken to ensure high quality IT security during this period. IT security training was provided to staff and faculty. We evaluated outdated operating systems on personal computers used for telework, to identify those that may have security vulnerabilities. We also implemented new IT security tools to strengthen the UMB network and system security.

Virtual Training

Since on-site training was not possible during this period, we needed to expand the availability of virtual training. The CITS website was updated with Q&A and new training materials. Virtual trainings were delivered successfully. Also, virtual job shadowing was successfully implemented for new hires/transfers.