ITS Technology News

Current and Upcoming Information Technology Services (ITS) Projects for 2018:


As the new quarter and new year begins, ITS would like to give students, faculty, and staff a preview of projects to look forward to in 2018. This is not an exhaustive list, and only covers some of the more widespread campus projects. Full updates and information can be found updated on a monthly basis here: Current Projects 

New Academic Partners

In the fall of 2017, Information Technology Services began a program that paired an ITS staff member with an academic chair from each of the University colleges to collaborate in an exchange of information. The purpose is for ITS to better understand each academic department and their programs while simultaneously providing possible technology solutions where the college needs it the most. This is one of many initiatives our new CIO, Jake Hornsby, has initiated in supporting the President's goal of improving student success. By gathering and compiling these data points from the departments, ITS hopes to recommend sustainable and effective processes and technologies that promote this goal. A dashboard will soon be published to reflect this information for our campus partners to review.

Classroom and Lab Improvement Program

As part of Provost Edward Inch's initiative to improve learning spaces in the campus that encompasses classrooms and labs, University CIO Jake Hornsby has partnered with Academic Affairs in implementing a program to review and redesign various labs across campus. The goal is to ensure that learning areas such as labs are accessible for students-- even when off-campus-- utilizing up-to-date technology. ITS will employ modern methodologies and infrastructure to improve usability, management, and maintenance cost; while improving software availability and ease of its use in these classrooms and labs.

"With Provost Inch's guidance and the trend of increased need of computer resources in classes, ITS has focused on ensuring that each student have access to compute resources that will allow them to complete their course requirements and tasks via partnerships with the various colleges to improve and upgrade the various labs we have on campus. We feel this is a very good first step in helping students matriculate and progress through their degree courses." said Gene Lim, ITS Director and in charge of coordinating the effort to improve the labs.

VOIP Phone Transition

From 2016 to now, ITS has been working on a campus-wide project to upgrade telephones on both the Hayward and Concord campus from the old standard to an updated “Voice over Internet Protocol” system, or “VOIP.” This new system will have the benefit of running over the campus data network instead of standard phone lines. The project has been rolled out in 2 parts, with Phase 1 consisting of a test roll-out to 150 users across campus that was completed early this year. Phase 2 involves the installment of VOIP phones across both campuses, and is currently in progress. Users can see the schedule for phone installations here, in addition to this schedule, updates, delays, and other information can be found on the VOIP Upgrade Page.

Website Redesign:

ITS is currently working on the 3rd Phase of the Website redesign, where individual departments and other pages will receive the same updated look as the CSUEB homepage. Departments will be contacted by Web Services to redesign their site, or to teach Cascade Server experienced staff how to take the Do-It-Yourself Approach. Taking the DIY approach gives Departments a chance to review their content, ensuring that only up to date content is migrated over to the new website, and allowing them to design their own pages by using the new content types available.

Web Services gives a 1-hour training on how to use the new templates, giving them a clean site shell to start with. Users interested in getting this training and doing a DIY website should contact Web Services.

So far Web Services has completed migrating the College of Science, Student Affairs, is wrapping up the College of Education and Allied Studies, and is starting on the College of Letters, Arts, and Social Sciences soon.

ServiceNow Transition:

More items are being added to the Service Catalog in ServiceNow, such as SARFS/ESARFS. These forms are going to be transitioned from the original paper forms to fully online forms, which will be processed as standard tickets. Permissions such as team drive access, administrator access, VPN Access for vendors, etc. will all be processable through ServiceNow in the future, with an estimated completion of Spring 2018. This transition will streamline the request process, allowing users to view the progress of their requests and be easily notified of any missing qualifications or other steps they need to take.

ITS Alumni Student Assistants: Where Are They Now?

Chris Lagali


Chris Lagali is an employee of CSU East Bay’s Information Technology Services’ (ITS)  Data Management and Services department and a prior student assistant of the Service Quality team. He studied Computer Science in India as an undergraduate before deciding to come to the US to continue his graduate studies at CSUEB.

Photo of Chris Lagali

What were your responsibilities as a student intern and how did it help you in your professional career?

I worked for the ITS Service Quality department in a variety of roles. I wrote articles for our Knowledge Base, which provides solutions to  customer questions. I also provided testing of the Service Catalog.  My responsibilities were further diversified when I was asked to assist another team with the maintenance and testing of the campus-wide service management platform, ServiceNow. Other tasks included maintaining the IT service pipeline and documenting Google App updates.

These tasks helped me to understand the value of quality in reducing the effort and time spent on re-engineering. In fact, that is the most important lesson that I learned as a student assistant: effective and timely documented solutions are invaluable to me and to my replacement in performing a task without spending too much time in re-learning what is already known. This has helped me to be more efficient in my current role as an analyst.

Tell me a little about what the Data Management and Services group does - what is a day in your life look like?

The Data Management and Services group manages all of the data collected by the university, including ensuring the highest level of information security and developing protocols for staff to access what they need. I personally create report templates and the reports themselves, as well as developing web user interfaces. In addition, we are centralizing our resources and designing a presentable (simple but informative) data dictionary - essentially, a source of information about the information.

How did your time at CSUEB help you develop professionally?

CSUEB’s Masters program is very flexible in allowing a student to design a customized program based on his or her personal interests. My personal academic interests focus on the relationship between computer hardware and data handling. I was able to find classes that interested and challenged me, including a class called ‘Theory of Automata,’ which discussed such topics as the theory of abstract machines and Turing machines.

I also had the opportunity to work in the research lab of Dr. Lynn Grew. There we worked on an app that helped the blind to be more secure when crossing intersections. When pointed at a light source, the app could verbally tell the user if the light was red, yellow, or green. Additionally, the app could sense if the user was veering off course and offer a warning and directions to get back on course. Overall, is was a very gratifying project to be part of.

My role here at CSUEB is constantly changing, expanding, and challenging me in new and interesting ways. I look forward to what the future has in store!

Phase I of Campus-Wide VoIP (Voice over Internet Protocol) Phone System Update Going Well


Over the summer ITS began an exciting new project to upgrade the campus phone infrastructure. The new system runs over the campus data network (VoIP) rather than using traditional phone lines, allowing for additional functionality (for example, being able to check voicemail from anywhere through your email). As an added bonus, the new system will cost the university less to run and maintain, as well. 

Phase I involves a test roll-out to 150 users across campus - if you're participating in Phase I, you have already received a notification. We are in the process of testing the newly installed equipment before rolling out additional new phones to participants. We expect to complete this first phase by the end of 2016.

Phase II begins right after the holidays with a multi-step building-by-building roll-out across the entire campus. As the date draws nearer, a detailed schedule will be available online for the exact day that your building will transition to the new phone system. You will receive an e-mail in advance, as well.

For additional information about the project including the schedule, FAQs, and contacts, please see the project homepage at Video and PDF guides for all versions of the new phones are available at

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