Guiding SJSU toward a Data-Driven Future

A shadow-and-light pattern created by the Student Union's exterior facade

In partnership with Institutional Effectiveness and Student Analytics (IESA), SJSU IT is developing a campus-wide data platform hosted on the Google Cloud that is effective, efficient, intuitive, and user-friendly. This new Campus Data Warehouse will be a single source of truth for San Jose State University, creating a foundation for analytics and data-driven decision making. 

For the past few years, SJSU IT has been working toward a more data-driven culture. Using data to inform our decisions allows us to eliminate bias and better evaluate the way things “have always been done.” SJSU IT uses data to inform our decisions and we partner with other departments to help analyze and understand their data. But there’s always been a problem: San Jose State University hasn’t had a unified data strategy. That changes this year.

The new Campus Data Warehouse will transform how departments on campus use data. As a single source of truth, this will be that platform which everything else pulls data. Instead of having three or four databases maintained by different departments for different uses, there will be one database operated through university partnerships. This will open up entirely new opportunities for integration between systems. We’re developing data governance structures with campus partners to set definitions for parameters, decide who has access to what data, and guide the ethics and privacy discussion. 

Aside from addressing the problems around today’s data silos, the Campus Data Warehouse will move SJSU into future technologies. Having a unified platform for the entire university enables us to use AI and Machine Learning to develop predictive analytics models. By removing barriers that make data hard to access and hard to use, we empower departments to improve outcomes for students, faculty, and staff. 

Lastly, and perhaps most importantly, reducing bias and increasing equity are primary benefits of a shift toward leveraging data. Using data to inform our decisions circumvents whatever predetermined notions we may have as individuals, whether they were formed by habit, institutional practices, or our upbringing. As the most transformative university in the country, it’s our responsibility to provide the opportunities of higher education to every student equally. We can do that better with data. 

 

Best regards,
Bob Lim
Vice President of Information Technology
and CIO at San Jose State University

April Support Ticket Matrix

Every month, IT support staff receive thousands of help tickets from all across campus. Tickets are acknowledged and initially responded to within the same business day and normally resolved within 48 hours. These tickets consist mainly of change reports and incident reports. Change reports happen anytime a user requires a change, such as a software upgrade or new printer install. Incident reports are filed whenever something breaks or stops working correctly. Providing above and beyond customer service on every level is the prevailing goal of the IT Division. That’s why we proactively monitor servers, network ports, and more 24/7.

April Change Reports
In April 2019, IT received 5,386 change reports. Of those, 4,568 (85%) were closed within 48 business hours, 377 (7%) were closed within 120 hours and another 199 (4%) were closed by the end of the month. This left 242 (4%) tickets open when the month ended, which includes tickets submitted late in the month that will close in early May.

April Incident Reports
In April 2019, IT received 400 change reports. Of those, 365 (91%) were closed within 48 business hours, 10 (3%) were closed within 120 hours and another 16 (4%) were closed by the end of the month. This left 9 (2%) tickets open when the month ended, which includes tickets submitted late in the month that will close in early April.

Thank you,
Bob-

eduroam March Report

The eduroam roaming wifi service makes connecting easier for students, faculty, and staff who travel. It provides easy and secure network access when visiting an institution other than their own by allowing users to authenticate their login using the same credentials as their home institution. This means if you go to another eduroam participating school, you can login using your SJSUOne account. Likewise, visitors for schools across the world come to SJSU and use their logins. In March, SJSU’s eduroam network connected visitors from 204 locations across 35 countries, including Japan, Germany, Hong Kong, and more.

 

US Visitors to SJSU

 

Institution Frequency
University of California-Santa Cruz 1008
University of California-Davis 872
California State University-Sacramento 324
University of California-Santa Barbara 170
California State University-Chico 134
California State University-Fullerton 115
University of California-Berkeley 100
Stanford University 97
University of California-Los Angeles 89
California State University-Fresno 87
San Diego State University 77
California State University-Monterey Bay 71
California State University-Stanislaus 70
Chapman University 47
California Polytechnic State University-San Luis Obispo 39
University of Nevada-Reno 30
University of Nevada-Las Vegas 30
Georgia Institute of Technology 26
University of Minnesota-Twin Cities 25
University of Massachusetts-Lowell 23
University of San Diego 23
University of California-San Diego 22
California State University-San Bernardino 20
University of Michigan 19
University of California-Riverside 18

 

 

Global Visitors to SJSU

Country of Origin Frequency
USA 4099
Germany 118
United Kingdom 89
Canada 66
Japan 46
Sweden 19
Norway 19
Austria 13
Netherlands 12
Australia 11
Hong Kong 10
China 10
Switzerland 8
Italy 8
Ireland 8
France 8
Czech Republic 6
Spain 5
South Africa 4
Chile 4
Singapore 3
Denmark 3
Croatia 3
Turkey 2
Poland 2
Georgia 2
Colombia 2
Brazil 2
Belgium 2
Taiwan 1

Thank you,
Bob-

March Support Ticket Matrix

Every month, IT support staff receive thousands of help tickets from all across campus. Tickets are acknowledged and initially responded to within the same business day and normally resolved within 48 hours. These tickets consist mainly of change reports and incident reports. Change reports happen anytime a user requires a change, such as a software upgrade or new printer install. Incident reports are filed whenever something breaks or stops working correctly. Providing above and beyond customer service on every level is the prevailing goal of the IT Division. That’s why we proactively monitor servers, network ports, and more 24/7.

March Change Reports
March Change ReportsIn March 2019, IT received 2,994 change reports. Of those, 2,529 (84%) were closed within 48 business hours, 182 (6%) were closed within 120 hours and another 75 (3%) were closed by the end of the month. This left 208 (7%) tickets open when the month ended, which includes tickets submitted late in the month that will close early in April.

March Incident Reports
March Incident ReportsIn March 2019, IT received 409 change reports. Of those, 380 (93%) were closed within 48 business hours, 13 (3%) were closed within 120 hours and another 7 (2%) were closed by the end of the month. This left 9 (2%) tickets open when the month ended, which includes tickets submitted late in the month that will close early in April.

Thank you,
Bob-

eduram February Report

The eduroam roaming wifi service makes connecting easier for students, faculty, and staff who travel. It provides easy and secure network access when visiting an institution other than their own by allowing users to authenticate their login using the same credentials as their home institution. This means if you go to another eduroam participating school, you can login using your SJSUOne account. Likewise, visitors for schools across the world come to SJSU and use their logins. In February alone, SJSU’s eduroam network connected visitors from 146 locations across 31 countries, including Japan, Germany, Hong Kong, and more.

 

US Visitors to SJSU

eduroam Feb US visitors

 

Institution Frequency
University of California-Santa Cruz 860
University of California-Davis 716
California State University-Sacramento 269
University of California-Santa Barbara 98
California State University-Fresno 89
California State University-Chico 85
Stanford University 84
California State University-Fullerton 78
San Diego State University 61
California State University-Monterey Bay 61
University of California-Los Angeles 42
California State University-Stanislaus 34
University of California-Berkeley 33
University of San Diego 27
California State University-Bakersfield 26
California State University-San Bernardino 24
University of Nevada-Las Vegas 21
Chapman University 21
The University of Montana 19
Cornell University 13
University of Southern California 12
University of California-Merced 12
California Polytechnic State University-San Luis Obispo 12
San Francisco State University 11
California State University-East Bay 11

 

 

Global Visitors to SJSU

eduroam Feb International Visitors

Country of Origin Frequency
USA 2994
Canada 65
United Kingdom 57
Japan 30
Germany 28
Sweden 15
Norway 12
Netherlands 11
Switzerland 8
Ireland 8
Hong Kong 7
Spain 5
China 5
Italy 4
Turkey 2
South Africa 2
Portugal 2
Lithuania 2
Georgia 2
Czech Republic 2
Belgium 2
Austria 2
Taiwan 1
Singapore 1
France 1
Finland 1
Estonia 1
Denmark 1
Chile 1
Brazil 1

Thank you,
Bob-