Adobe Licensing Agreement

In a partnership with SJSU IT, Academic Affairs, and eCampus, San Jose State University significantly expanded the number of user licenses for Adobe’s Creative Cloud to include all actively enrolled SJSU students along with our faculty and staff. Creative Cloud has become a core component to many disciplines, making it an industry standard. San Jose State’s Creative Cloud membership provides access to all of Adobe’s enterprise-level tools, used in a variety of disciplines—from Humanities, Sciences, Engineering, Arts, and more.

With this license, all actively enrolled students can download any or all of the applications to their desktop or laptop computer or use Adobe’s mobile apps to create and inspire when on the go. Plus, files saved to a secure Creative Cloud account are accessible from any device with internet access, so your work goes with you.

Visit the eCampus Adobe Student Webpage and access the self-service application to request an Adobe enterprise account. Shortly after completing the request form, you will receive an email invitation with access instructions. Once you’ve registered, you’ll have access to Creative Cloud until you’re no longer registered for classes at SJSU in the current Fall or Spring semester. After you’re no longer an active student or university employee, you’ll be notified in the change in status and encouraged to save all your work locally. Any files remaining in Adobe’s Cloud are permanently deleted once your access is removed.

We’re excited about this partnership and look forward to seeing the amazing things Spartans can do with the unlimited creative possibilities in Adobe Creative Cloud Applications.

LinkedIn Learning

We’re excited to announce our partnership with LinkedIn to bring LinkedIn Learning to SJSU free of charge. An on-demand eLearning portal with over 12,000 available courses, LinkedIn Learning provides learning and development content for students, faculty, and staff. These courses range from just-in-time subject refreshers to entire sessions designed to help you gain or grow skills. San Jose State is one of the first institutions of higher education in the nation to work with LinkedIn to bring this enterprise-level development tool to a university campus.

Getting started is easy:

  • Go to one.SJSU.edu and log in
  • Type “LinkedIn Learning” in the search bar
  • Click on the LinkedIn Learning tile (and click on the heart icon to favorite it for later!)
  • Your LinkedIn Learning account will be created automatically. To personalize your course recommendations, you can either connect your LinkedIn profile or complete the brief set of questions that appear.

The IT Division sees LinkedIn Learning as a valuable tool for every member of the campus community. Students can access just-in-time courses that will refresh their academic knowledge or help them expand their skillsets in the job market. Staff now have on-demand professional development options, available when and where they need it. Faculty can integrate relevant LinkedIn Learning content into their instruction to supplement the classroom experience.

LinkedIn Learning develops personalized course recommendations for you based on insights from LinkedIn’s network and your desired job role, skill set, and experience level. These courses can supplement your academic knowledge with information from industry professionals, complementing a student’s journey from enrollment, through graduation, and into the workforce. The many Spartans already familiar with Lynda.com will be happy to know that they can find the Lynda library available at LinkedIn Learning.

Click here for additional help, or contact the IT Service Desk with your questions.

Phishing

We would like to remind you of a security threat that is never far away: Phishing. During a phishing attack, a scammer disguises their email to look like a legitimate message from a colleague or company in an attempt to trick you. The goal of the phishing email is to have you click on a link or open an attachment that will ask you for sensitive or confidential information. Find information on how to spot phishing emails on our safe computing pages.

Signing up to use two-factor authentication with Duo helps keep your account safe. With Duo, you’ll be protected when somebody attempts to use your account through Okta single sign-on or other Duo-integrated apps (such as a VPN client). You can learn more about Duo and sign up for it early here.

Impersonation alerts are another useful feature, available on the Gmail website and in the Gmail apps for iOS and Android. These alerts will help remind you to be vigilant about suspicious emails, but they work best when you’re using your SJSU email account for university-related communication. If you see this alert, take a moment to review the details of the message, referencing our safe computing tips.

The single best way to protect yourself is to stay vigilant and use common sense. Oftentimes, phishers will impersonate figures of higher authority. But if you ask yourself, “When’s the last time the President emailed me directly?” and the answer is “Never,” that should raise a red flag. If you ask yourself, “I thought the President had better grammar/punctuation/spelling?,” that should raise a red flag. If you see these kinds of suspicious emails, use the Report Phishing feature in Gmail.


 

Google Cloud Platform Workshop

In a first among the CSU system, Google partnered with the SJSU IT Division to host a workshop on some cutting-edge cloud technologies: Artificial Intelligence, Machine Learning, Decision Learning, and Data Engineering. Close to 500 Spartans (including students, faculty, researchers, and staff) signed up to attend the January 8-11 event in Clark Hall, though we could only fit 50 into a packed room. The workshop brought one of Silicon Valley’s biggest tech giants to campus and augmented academic knowledge with hands-on opportunities from a field expert, delivering on IT’s promise to bring enterprise-grade academic technology advancement to SJSU.

In a follow-up survey, 100% of respondents rated the workshop as Very Good or Excellent and 100% said they would attend a future workshop hosted by IT.  “The content of the workshop is very informational and advanced in the cloud platform field. The hands-on labs are interactive exercises those make me understand the concepts well and be involved in the learning process,” said one.

When asked valuable the session was in supplementing academic knowledge, 90% of the responders rated the workshop Very Good or Excellent. SJSU IT looks to roll this success forward into future events. Participants in the workshop expressed interest in a number of other topics for possible future workshops, with Artificial Intelligence and Blockchain leading the way followed by Cybersecurity and Virtual Machines.

Google’s instructor remarked that the attendees at SJSU were some of the quickest, most engaged he’s worked with. The feeling was mutual, with one attendee stating, “The instructor was very knowledgeable with what he teaches and gives very good presentations. He was very helpful with the labs.”

While many of participants were SJSU students, there were plenty of researchers, faculty, and staff, all gaining practice and experience with enterprise-level tools to carry into the classroom or implement within the university’s IT and research infrastructures. “Overall the topics covered on GCP was exceptional. SJSU is currently exploring the implementation of cloud-based BI and Predictive analytics strategy. The timing of these workshops is just perfect and they allow the technical team to perform comparisons and benchmark for the ideal solution that is beneficial to SJSU,” said Ravi Pisupati, a Senior Analyst & Project Manager with SJSU.

Thank you to everybody involved in making this event a success. It certainly didn’t go unnoticed, as one attendee commented, “The room had a speedy WIFI connection and wonderful setup screens. Thanks for organizing everything so well for us. Their effort and hard work made the intensive experience much easier.” I could agree more and want to specifically thank Joseph Chou and Willie Simon for their work on this event.

 

IT Updates, Volume 10, Issue 3

A newsletter brought to you by the SJSU IT Division

Hello Campus Community:

For this IT newsletter, I will be sharing with you key customer measures for our IT Services Team along with additional updates about:

  • Virtual Reality
  • Customer Satisfaction Scores
  • New Chat Feature
  • SJSU Wireless (Wi-Fi) Service Update
  • Academic Research Computing

Thank you for your time and please let me know if you have any questions or feedback about the information we are sharing with you today.

Best regards,

Bob Lim
Vice President Information Technology, and CIO

Virtual Reality Technology

SJSU Virtual Reality Program

We have launched the first phase of the SJSU Virtual Reality Program for classrooms by making VR headset loaner kits available to faculty and staff. Each loaner kit has four ClassVR virtual reality headsets and a quick start guide.

Faculty and students can check out the VR equipment from the Classroom Equipment Loaner Service in the IRC for evaluation in the classroom environment. The CATS and eCampus teams are available to provide assistance and support.

Other phases of the program will follow during the summer which will include the mobile classroom solution with 48 VR headsets for use in the classroom environment as part of the teaching process. For a complete description of the ClassVR Headset used in the loaner kits visit:

http://www.classvr.com/school-virtual-reality/student-vr-standalone-headset/

I want to thank James Morgan from the Department of Art and Art History, Robert Bruce Computer Engineering, and Jennifer Redd from the eCampus team, for their important partnership on this project.

For more information about the IT VR Program contact Mike Wardley, CATS/IT


SJSU IT Service Desk.  Photo by Robert Bain

Customer Satisfaction Measures and New Chat Feature

Accountability for Results!  This has become a central focus in both academia and business.  We are challenged to achieve effective and efficient results. Applying performance measurement to this purpose ensures alignment with our students, faculty, and staff.  We see ourselves as accountable for creating and carrying out activities and being responsible for achieving results – meeting goals, effecting change, and improving the quality of our SJSU IT services.

I wanted to reach out and follow up on our discussions about keeping everyone up to date on performance and quality measures for the IT Division and its alignment with the University’s goals.

One of the most critical areas that we manage is the Service Desk.  It has a large footprint in terms of having a significant impact on many of the students, faculty, and staff here at SJSU.  At some point, most everyone has called the Service Desk for technical help.  Whether it’s getting a password reset, software and application support, PC and hardware support, classroom support, etc., the call center touches many folks on campus.  We will continue to survey how well we are responding and solving customer issues and continue to share the information.

We have some analytical results for the last five months from November 2017, through March 2018 for customer satisfaction.  The essential points are as follows:

  • 91.7% of Users of the Call Center were either Satisfied or Very Satisfied with their service.  The industry standard is 90%
  • 85.1% of customer problems have gotten a resolution in our Call Center
  • 79% resolved in less than 15 minutes for Classroom Support
  • 99.3% resolved within the 3-day service level agreements for Classroom Support

I am pleased with the results as they are above industry averages.  Of course, we can do better, and as we continue to move forward into 2018, I will continue to share with you our performance measures.  We are also developing additional analytics to better measure our customer satisfaction and determine areas where we can improve in. I want to extend a special thanks to Sharon Watkins, Janice Lew, Alfred Eclipse and Talanda Williams and all of the hard-working students on the help desk and the classroom support team led by Darlene Bargas and Rod Maciel.

As part of improving the service desk, we have a new Live chat feature which allows you to get in touch with an IT Technician without having to pick up the phone or wait in line.  This new tool has resulted in faster response times and improved customer service.  To access the live chat tool, visit any SJSU IT web page and wait a few seconds for the chat window to appear in the bottom right-hand corner of your screen.  I wish to extend a special thanks to Sharon Watkins, Leon Nguyen and Alfred Eclipse for making Live Chat a success!



SJSU Student using Wi-Fi.      Photo by Robert Bain 

SJSU Wireless (Wi-Fi) Service Update 

SJSU Information Technology Division is a data-driven organization, and I wanted to share with you some critical data about our Wi-Fi performance for the Campus.

As background, the CSU Chancellor selected SJSU to be the first of the six CSU campuses to upgrade its internet connection from 10GB to 100GB coming this July. The added capacity will serve SJSU growing data needs well into the future and specifically support the growth of university research and the data infrastructure it requires. This massive expansion in bandwidth will help SJSU to become an even more significant player in research opportunities.

Below are some key measures and details about our SJSU Wi-Fi.

  • During the past six months, the SJSU Wi-Fi network has hosted an average of 20,000 client devices daily.  Some other key statics are as follows:
    • Overall network availability is 99.54%.  This consistently exceeded the established campus benchmark of 99%
    • In terms of support desk, during this six-month period, we have less than 1% of all help desk call/ticket for Wi-Fi outage
  • We have a network of over 2,600 Wi-Fi access point
  • Significantly expanded our network coverage which has resulted in widespread Wi-Fi coverage on the main campus

Also, during this period, SJSU guest access was significantly simplified to conform to standard non-authenticated public Wi-Fi access (such as airports and hotels.)  Users now only need to accept the University’s Acceptable User Policy and online access is immediately available. Overall, it’s essential to all of us that access for guest Wi-Fi is a positive experience at SJSU. It is often the first impression a visitor has of the University.

We have simplified the guest login process considerably by driving improvements including:

  • The elimination of the user authentication requirement
  • Significantly increased the speed and the length of session timeouts during idle activity periods
  • Users of the service now only need to accept the University’s Acceptable Use Policy (Terms of Use) with a single screen click to access the Internet quickly.

A Special thanks to Shai Silberman, Steve Chang, and Steve McAulay

We are not done yet; projects are currently underway to improve/expand Wi-Fi coverage in the Campus Village and the CEFCU Stadium with planned completion by mid-summer 2018.

A High-Performance cluster

Academic Research Activities

The Information Technology Division continues to proactively collaborate with campus stakeholders on research IT computing, networking, and as well as grant initiatives for high-performance computing (HPC).

Part of this effort in supporting academic research activities, the IT Division has created our very first Research CyberInfrastructure plan.  We have put in place the plans to build a high speed, low latency research network on campus.  This network will have speeds of 40GB and 100GB, and this will allow high-speed connections between the two campus’ high-performance computing systems, and the Engineering and Science buildings. The plan is also designing the new ISB (the interdisciplinary science building) to have fiber access for high-speed connectivity for research activities. The build-out of the research network will also help SJSU to attract and receive additional research grants which will leverage our investment in our Research CyberInfrastructure.

A big thank you to Shai Silberman and Atul Pala for their leadership and work on this project.