{"id":2988,"date":"2023-03-09T08:44:44","date_gmt":"2023-03-09T16:44:44","guid":{"rendered":"https:\/\/blogschapman.wpenginepowered.com\/information-systems\/2023\/03\/09\/letter-from-our-cio-helen-norris\/"},"modified":"2026-07-20T20:30:07","modified_gmt":"2026-07-20T20:30:07","slug":"letter-from-our-cio-helen-norris","status":"publish","type":"post","link":"https:\/\/blogs.chapman.edu\/information-systems\/2023\/03\/09\/letter-from-our-cio-helen-norris\/","title":{"rendered":"Letter From Our CIO, Helen Norris"},"content":{"rendered":"

\"\"<\/a>Welcome to the <\/span>IS&T<\/span> Spring 2023 edition of the <\/span>Working@Chapman<\/span> newsletter! I am thrilled t<\/span>o share the Information System<\/span>s and Technol<\/span>ogy (IS&T) updates with you.<\/span><\/span> <\/span><\/span><\/p>\n

As the university ha<\/span>s <\/span>transitioned out of the pandemic, we have<\/span> seen many change<\/span>s in IS&T. We continue to <\/span>offer support for faculty and st<\/span>aff working<\/span> remotely or hybrid, and we have simultaneo<\/span>usly<\/span> refocused our efforts <\/span>to<\/span> on-campus sup<\/span>port. <\/span>In particular<\/span>, we<\/span> have improved the s<\/span>upport offered in the classroom, a<\/span>ugmenting<\/span> our popular \u201cone-button\u201d support with a di<\/span>rect c<\/span>lassroom support phone line, 6666. A <\/span>faculty member experi<\/span>encing issues in the c<\/span>lassroom will immediately receive a <\/span>call ba<\/span>ck on that line to ensure that your classro<\/span>om probl<\/span>ems are resolved in the fastest tim<\/span>e possible.<\/span><\/span><\/span><\/span><\/p>\n

In Fall 2022, IS&T moved to Jira; a new ticketing system to streamline our internal processes and provide better service to you. The move to Jira has improved our processes so that calls for support are routed more efficiently, leading to faster resolution for our community. Jira also allows us to gather information regarding end-user satisfaction with how we are resolving the community\u2019s support issues. I am pleased to share with you that we earned a rating of 4.8 out of a possible 5 during the Fall semester. Jira has been such a successful tool for us that many other units across the campus, such as Financial Services, have begun to use it to manage their requests and workflow, which we welcome. As Jira has been growing so quickly, we will create an informational page for you, connected with working@chapman, and will communicate that shortly.<\/span><\/p>\n

The final change we have made regarding support is implementing a pilot with a commercial partner, Blackbelt Help, to help manage the increasing support volume. I want to stress that this is a pilot, and we have not committed to using this service permanently. We welcome your feedback, and I ask you to contact <\/span>Barron Williams<\/span><\/a> with your feedback and comments.<\/span><\/p>\n

As a member of the campus community, I am energized by our new strategic plan, Our Path to Greatness. It is very exciting to see digital transformation and data analytics highlighted at this level. IS&T is partnering with our colleagues across campus to realize this vision, particularly in the areas of Operational Excellence and Student Success. Many projects are underway, including automating functions such as the Change of Major\/Minor, Faculty Hiring processes, and Curriculum management. We have already implemented several tools to enhance the student experience, including AI-based tools to manage student support in numerous areas and a more user-friendly student center.<\/span><\/p>\n

We have also increased our outreach to the community by amplifying our social media presence. Please follow IS&T on <\/span>Instagram<\/span><\/a> and <\/span>Twitter<\/span><\/a> to learn more.<\/span><\/p>\n

Finally, I would like to take a moment to introduce you to several new staff members who joined IS&T in Fall and early Spring.<\/span><\/p>\n