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Program

The final PDF was issued June 1st and the program will now only be maintained in Guidebook. We encourage everyone to download the CANHEIT 2017 app in advance of arrival.

For other platforms, use the web version of the guide.

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CANHEIT will offer a total of 52 presentations and workshops; details of each workshop, including presenters and abstracts, can be found below:

Paper Abstract Authors
Is higher ed ready for Program Management?
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    UNB recently embarked on a multi-year, strategic initiative to revitalize its ~20 year-old Ellucian Colleague ERP system. Given that Colleague is the heart and soul of UNB's enterprise data and systems, the ITS PMO was entrusted with developing tools, templates and processes to ensure there is a thoughtful and coordinated approach to this massive undertaking.  

    The goal of this session is to have an open and lively discussion about project, program and portfolio management using this very relevant example to 'make it real' in a higher education context.

Tracy Allen (University of New Brunswick)
What got you here, doesn't always get you there: Transforming IT/Client Relationships
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    Consumerization of IT. Zero-click purchasing. Bring your own everything. Where does University IT departments belong in this world?

    As client expectations and the technological environments change, we as IT leaders need to pivot from supporting commodity services to providing true business value. Too long we have been taking the role of order-taker, simply providing what is asked with no value-add. We need to alter the way the institution thinks, looks and feels towards information technology by aligning ourselves with the institution’s strategic vision. We do this by bringing our IT perspective and expertise together with business leaders to discuss, dissect, and truly understand the core business problems to successfully work together toward a solution.

    Come and learn how Simon Fraser University’s IT Department is engaging with the university administrative and academic business units to transform the IT / Client Relationship from that of an order-taker to a true business partner.

Jennifer Casey (Simon Fraser University)
Keith Fong (Simon Fraser University)
Sandeep Sidhu (Simon Fraser University)
Lowering the Barrier to Research, Education and Innovation - A National Jupyter Service
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    Compute Canada, Cybera, and the Pacific Institute for the Mathematical Sciences (PIMS) are collaborating to make Jupyter notebooks available for research, education, and innovation across Canada. Jupyter provides the ability to share documents containing live code that can be annotated with fully marked up explanatory text, visualizations, and mathematical equations and delivered as a web application accessible through any modern web browser. Jupyter provides an accessible and easy to use tool for creating literate code in over 50 supported programming languages. The shared platform is capable of simultaneously supporting advanced research computing use-cases and undergraduate students learning to write code.

    The recent launch of a pilot service has already attracted thousands of users from campuses across the country. Jupyter is being used for research and in the classroom. We discuss the functionality of Jupyter and seek partners in building a national service.

James Colliander (Pacific Institute for the Mathematical Sciences)
Dugan O'Neil (Compute Canada)
David Chan (Cybera Inc.)
Business ProximITy: A Discussion of How Information Technology Can Be Closer to the Business of Higher Education
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    As Higher Education institutions continue to innovate and deliver on programmatic and research files, a deepened sense of engagement is becoming a requirement among the various support services that underpin the operations of the organization. Traditionally, Information Technology has stood apart from the business of the Higher Education institution, a service organization set on the periphery of operations.  At Western University, a small prototype group has emerged out of an IT backdrop which allows for several functions to be more integrated in strategy, tactic, and operations.

    This presentation will examine how the IMPACT Group is able to federate Recruitment, Marketing, Communications, and Instructional Design processes, while still retaining its core IT function.  The presentation will reflect on how the synergies have specifically contributed towards the overall success and sustainability of the Faculty’s programs and financial outcome. 

    The IMPACT Group is very much about the people and the skills that work within it.  The connection between these disparate functions is strong and, in large part, due to the backdrop of IT leadership principles that underpin its governance.  By deeper integration, a closeness with the institution is achieved which provides critical benefits to the organization.

    Engagement with the audience meant to help conceive how their roles can/might be closer to the organization. The objective for this session to acknowledge that IT remains traditionally separated from the organization and that this “otherness” prevents certain sight lines.  Integration might not work across the board, but there are areas where business synergy can be realized.

Colin Couchman (Western University)
To CRM or not to CRM: Thoughts on Higher Education and CRM
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    The investment in a Constituent/Customer Relationship Management (CRM) system has been a topic of note within Higher Education lately. As each institution wrestles with the competitive landscape, gaining any advantage will become a keystone for most programs.

    A CRM strategy is a complicated and complex process and one that involves, or incorporates, a specific technical platform, but more importantly requires the organization to reconceive its practices and engagement priorities.  If CRM constitutes the project and implementation of a new system within the university, then there is a deeper, entrenched, element that must be addressed: human processes which underpin the operational aspects of the organization itself.  These processes need to be reconstituted and recalibrated to make room for new business and operational practices.  A CRM and any success to be realized through implementation and operationalization, will come through the lower case “crm” aspects of the initiative, the human-oriented and human-system relationships.

    Information Technology resources will undoubtedly have a stake in conceiving and implementing such a project within the Higher Education environment and this presentation will examine the role(s) that IT can play in such an organizational change.

    This presentation will be interactive in the form of the audience taking on the roles of a potential “customer” in Higher Education. The objective for this presentation will largely center on asking the question: is CRM achievable for the Recruitment file in Higher Education.

    Note: I see a Part 2 in 2018 as Western University will have engaged this topic more fulsomely.

Colin Couchman (Western University)
Transforming Campus Print
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    After switching print vendors after 11 years, the University of Calgary saw an opportunity to change the way print services were delivered on campus. Print services can be challenging in an educational setting due to many conflicting priorities and workflows. What works for the business may not work for academics or researchers.

    This presentation will be about how the UofC deployed a new print fleet of 600 devices, migrated to a follow-me print solution, implemented a new print network, and only had four and a half months to do it. Our major focus points were increased security, reduced cost, and reduced environmental impact. We will outline what hurdles we encountered, how we worked with stakeholders, and what benefits we have realized since the change.

    After the presentation, there will be an open discussion to discuss how print services are delivered in post-secondary institutions and what major challenges IT is facing with print.

Geoff Crowe (University of Calgary)
Digital dark age? Canadian research libraries and the digital preservation challenge
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    Research libraries have always played an important role in the preservation of the human record, but as that record becomes increasing digital, providing meaningful access to it over the long-term is becoming increasingly challenging. Bit rot, format obsolescence, complex dependencies, and the sheer size of information all present significant technical challenges. But the digital preservation challenge is more than just technical. If we are to avert what some are calling an approaching “digital dark age”, where future generations cannot access or interpret the bits we leave behind, research libraries and other stakeholders must work together to address both the technical challenges and the substantial economic issues associated with storing, protecting, managing, and providing access to digital information over the long term.

    This interactive panel will look at what digital preservation consists of in practice, as a complex set of systems and organizational activities required to ensure the long-term viability of digital materials over time, and it will also provide an update on a variety of shared services being developed and deployed by research libraries in Canada in support of digital stewardship and preservation activities, including a pilot project currently underway to build a high-capacity national object storage network in collaboration with the Ontario Council of University Libraries, the University of Victoria, CANARIE, ORION, and BCNET. It will also address the critical need for library and IT staff to work together to tackle the substantial challenges associated with preserving digital information over the long term.

Corey Davis (Council of Prairie and Pacific University Libraries - COPPUL)
Alan Darnell (Ontario Council of University Libraries and Scholars Portal)
Steve Marks (University of Toronto)
Geoff Harder (University of Alberta)
Making the Case: Building a Cost Recovery Strategy for IT
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    One of the major challenges facing university IT departments is how to change stakeholder perspectives about IT spending. The foci of this presentation are the ways in which IT leaders and champions can initiate this change within their institution. This includes: how to enhance transparency around where IT dollars are going, establishing IT as a value-delivery centre rather than a cost center, providing a logically consistent method to connect cost to value to illustrate the true cost of consumption, and demonstrating how cuts to IT budgets will directly affect IT services delivered to the university community.

    Specifically, attendees will learn:

    • How to communicate the need for a formal IT cost recovery model, as well as the benefits of implementing this type of model the concept of core versus non-core services, as well as internal facing versus client-facing services
    • The tools for differentiating between IT Operational and Capital Spending, the criteria for prioritizing IT spending, and how to tie it all to benefits realization
    • The steps for building and pricing a Service Catalogue
    • The challenges faced by ICT at Laurier in this process
Andres Diaz (Wilfrid Laurier University)
Evolve or Become Irrelevant: A Tale of Enterprise Applications Teams
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    Within ten years there will be hardly any Enterprise Applications left in on-premise data centres. The economics and delivery model of Applications-as-a-Service creates shared benefits for both vendors and customers that will accelerate over the coming years.

    Because this shift allows academic and support units to take control of the selection and implementation of cloud application services, many would see this reality as the end of university’s IT application teams.  At UW, we are adopting an unconventional approach to this new paradigm and building even stronger partnership with our clients.

    Using the established model of the Application Development Lifecycle, we refined our role in IT solutions. We believe that the traditional functions of Requirements, Design, Development, Testing and Deployment are all still required, but our approach to completing these tasks needs to change.  Our experience in the renewal of two of our major ERP systems as well as the implementation of countless other departmental systems on campus have reinforced our belief of tight integration and strong partnerships with campus clients.

    Please join us in an interactive session to learn and discuss how Waterloo’s experience shows that the fundamentals of IT service delivery are still the same and offers a silver lining for IT organizations to add further value  to our campus partners as key university information systems continue to move to the cloud. Most importantly, our approach keeps the best interest of the university in clear view.

Daryl Dore (University of Waterloo)
Greg Smith (University of Waterloo)
Putting the HumanITy in Professional Development
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    • Never enough time or money for staff professional development (PD)?
    • Staff complaining that they don’t have the expertise for both current and new technologies?
    • PD not at the right time?
    • Staff disengaged?
    • Dissatisfied with your current Performance Management (PM) System?

    ITS has all these challenges and more with its current PD and PM implementations. Enter a new PD model featuring:

    • Shared responsibility, accountability and transparency
    • Collaboration, consultation and cooperation
    • Alignment with Department needs & Employee needs and wants
    • A process to determine how to get the most bang for your buck from the "never big enough" PD budget
    • Process quality assurance monitoring and performance measures

    We are in phase 2 of our PD and PM journey.  Take aways from this session are a high level overview of the new procedure as well as next steps, challenges and what we would do again.  Discussion on how to improve even more will be encouraged.

Janice El-Bayoumi (University of New Brunswick)
Ben Steeves (University of New Brunswick)
After the Click - Session 1 (Non-Technical Session)
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    "

    Social engineering, the art of manipulating people to divulge personal or confidential information, is one of the oldest tricks in the book and has become a highly effective and profitable criminal business model. It is one of the top techniques used today to gain access to university systems, re-direct money, steal research data and put your identity at risk. Join us as we discuss the cyber threat landscape, methods used to trick people, and solutions that help protect you from phishing, ransomware, and other attacks in a university setting. We’ll look at real world data, based on Microsoft’s analysis of thousands of Office 365 tenants, to understand how these attacks take place then review Queen’s strategy for reducing malicious email messages. This is a non-technical session.

Denise Ernst (Queen's University)
Greg Milligan (Microsoft Canada)
Sarah O'Reilly (Queen's University)
After the click - Session 2 (Technical Session)
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    Social engineering, the art of manipulating people to divulge personal or confidential information, is one of the oldest tricks in the book and has become a highly effective and profitable criminal business model. It is one of the top techniques used today to gain access to university systems, re-direct money, steal research data and put your identity at risk. Join us as we discuss the cyber threat landscape, methods used to trick people, and solutions that help protect you from phishing, ransomware, and other attacks in a university setting. We’ll look at real world data, based on Microsoft’s analysis of thousands of Office 365 tenants, to understand how these attacks take place then review Queen’s strategy for reducing malicious email messages. This is a technical session.

Sarah O'Reilly (Queen's University)
Denise Ernst (Queen's University)
Greg Milligan (Microsoft Canada)
CUCCIO - Information Security Panel
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    This annual CANHEIT information security session is interactive and explores current information security trials and tribulations within the Canadian university sector.  Panel members represent the CUCCIO - Security Special Interest Group (SIG) that is active with monthly phone conferences and ongoing/frequent information sharing.  This session is also attended by a wide-range of university IT domains ranging from CIO, networks, developers and more, in addition to security practitioners.  The wide-ranging attendees are a testament to the focus and priority information security has gained not only in the university sector but generally.  We hope to see you for this interactive session that provides insight into current security pain points, lessons learned, and varying perspectives among the cohort.

Denise Ernst (Queen's University)
David Shipley (University of New Brunswick)
Hugh Burley (Thompson Rivers University)
Stephen Willem (University of Guelph)
Jeffrey Gardiner (University of Western Ontario)
Mike Wiseman (University of Toronto)
Pay It Forward: Lessons Learned from Piloting a Shared IT Initiative
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    What does it take to build a shared IT procurement program from the ground up? Learn from some key players who were part of a group that took the success story of BCNET and tailored it to the unique needs of Alberta. This multi-presenter discussion will describe the process to build a procurement pilot among participating post-secondary institutions: from conceptual framework, to execution, to operations and contracting. The presenters will share their experiences and offer some fundamental lessons learned from the following perspectives: Oversight Committee Lead, Project Manager, Working Group Member, and Procurement Committee Member. They will also discuss the unexpected benefits that have come from working together. The questions they will tackle include:

    • What tools were used to drive the initiative?
    • What level of commitment and participation is involved?
    • How do you build relationships and a sense of community with individuals who have diverse skillsets, knowledge, and geographical dispersement?
    • What management best practices does it take to drive a shared IT procurement program in a provincial higher education sector?
    • From where can you draw support and resources?
    • What barriers need to be overcome to drive movement forward?

    Leave this session with knowledge and tools that can be used to start your own shared IT procurement initiative….. Is it worth it? Yes!

Mary Friedrich (Cybera)
Harold Berry (Mount Royal University)
Brian Stewart, (University of Alberta)
Jeff Oliver (University of Lethbridge)
Beyond the network - Protecting Canadian Universities from ransomware, phishing and malware with a DNS firewall
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    Ransomware and other hacker tools have become professionalized and built to standards of quality and usability typical of commercial software, and it is paying off! The Locky ransomware tool alone is estimated to be generating $1.6 million dollars per day in bitcoin revenue for hackers and municipalities are squarely in the crosshairs.  Stopping malware and ransom ware requires a multivector approach. One of the key vectors that can be used to detect and disable ransomware is DNS. As critical backbone infrastructure for the internet, the DNS is used by virtually all applications including ransomware. Nearly all ransomware uses DNS for command and control to retrieve an encryption key and provide ransom payment instructions.    The Canadian Internet Registration Authority is the non-profit that manages the .CA domain registry and built out a Canada-first DNS and is now launching a DNS firewall designed specifically for Canadian organizations. This presentation will go into depth on the threat trends impacting universities and how they can be mitigated by leveraging a global database of DNS information powering a cloud based DNS firewall.  We will also be showing how a DNS firewall protects beyond the network and can be used to filter malware sites and inappropriate content within the organization.

Mark Gaudet (Canadian Internet Registration Authority)
A Win-Win Partnership for Staff and the Academy: Leading Change and Driving Service Excellence from the Grassroots
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    By 2014 UWaterloo had a number of aging enterprise applications supporting critical university processes. A majority of these applications did not meet current requirements potentially putting the University at risk. Enterprise Systems (ES) within IT took the mandate to modernize these applications. It created a twofold strategy - application implementation plan (“what we do”) focused on technology and innovation, and competency development plan (“how we do”) focused on people and processes.

    By challenging the traditional top-down approach to achieve strategic outcomes, we forged an unconventional path enabling changes through grassroots leadership (Kezar, 2011 Studies in Higher Education). The competency was driven by volunteer ES staff, making it a unique grass-roots program. Participants identified key development pillars: customer focus, motivated staff, strategic partnerships, portfolio management and core IT capabilities. It led to over 25 projects that enabled creative solutions, operational excellence, team building, individual growth, leadership development, and change champions.

    Through our bottom-up approach, we leveraged our experience and expertise to grow as strategic partners. We have built stronger relationships and had a number of successful application initiatives with more to come. Our grass-roots program focuses on staff participation, individual responsibility and actions (Drucker, 1999). This reaffirms ES’s deep-rooted conviction that if we invest in “how we do” things, it will enable “what we do”.

    In this interactive session, we will share our unique journey, artefacts, various examples like adopting Lean mindset, and lessons learned; inspiring you to create a WIN – WIN scenario (Covey, 1989) for your organization! 

Jason Greatrex (University of Waterloo)
Dana Mohapl (University of Waterloo)
Lannois Carroll-Woolery (University of Waterloo)
Bill Baer (University of Waterloo)
Student Focused Service Desks
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    Our student run Service Desks at the University of Waterloo are essential for ensuring the academic success of our students. By being flexible, and approaching technical support with a customer service first attitude, we're able to help students with the majority of issues in a quick and effective manner. This talk will discuss the successes & challenges of our student focused and student run Service Desks at the University of Waterloo. We will discuss some of the methods we've used to build a strong team, train staff quickly and build a culture of collaboration. The format of this presentation will be a combination of discussion, slides, and real life stories/examples to help illustrate the value we add to the student experience, and identify some key lessons we’ve learned along the way.

Matthew Harford (University of Waterloo)
Shayne Dyck (University of Waterloo)
Organizational Change Management - Putting The Practice Into Practice
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    The University of Alberta upgraded its PeopleSoft HCM application in November 2016.  It sounds simple when you say it, right?  Sure, but this was no ordinary upgrade!  In addition to upgrading the core application, we introduced new modules as well as employee and manager self-service features.  While we were at it, we thought we would also revisit some key decisions made when PeopleSoft was first implemented in 1999 to ensure we could better position the application and the institution for the future.  It was time to rip off the bandaid! 

    We knew we were taking on a significant amount of work, so a formal Organizational Change Management (OCM) program was developed to address the people side of change.  Still, the amount of change introduced and the impact on the people who use the system was much greater than we expected.

    We. Learned. A LOT.

    We'll share with you how we leveraged the department's developing OCM practices and how, in turn, the lessons learned from the project helped us improve those practices.  A continuous improvement model soon emerged!

Terry Harris (University of Alberta)
Anatomy of a Cloud Agreement
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    No one likes to read the small print, especially when it’s legalese. How often do we blithely click “I accept” when downloading an app or signing up for an online account without giving any thought to the legal terms and conditions we’ve just committed to?  Such devil-may-care attitude may be fine in our own personal lives, but can we really afford to be so nonchalant when it comes to binding our institutions and our students? 

    Universities across Canada are engaging web-based, third-party service providers for a multitude of academic and administrative purposes.  But not all service providers are created equal and some expose our institutions to significant levels of risk.  Not only do we need to ensure the vendors keep our data secure, but we need to be mindful of our legal obligations under privacy legislation. The risks are not difficult to spot if you know what to look for in a cloud agreement.

    This session will parse through some actual cloud agreements to show you the good, the bad and the ugly.

Carolyn Heald (Queen's University)
Paul Eluchok (Western University)
Challenges and Strategy for Security Awareness Program
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    Short

    York University launched its first cybersecurity awareness program in 2013. It was an initiative by Information Security. Insofar, the journey has gone through challenges from troubleshooting technical issues to figuring registration process to promoting the training to different stakeholders. This presentation aims to share the story.

    Detail

    Managing cybersecurity awareness program requires the right balance between people, process, and technology. The idea sounds simple. But to achieve such balance is a different story filled with “learning moments”.  We learned quickly that the technical aspect was not the only issue and realized that we had to think about the people.  In other words, an excellent training material without an audience did not equate to much.

    The realization brought us to look beyond the application, SCORM at that time, and ventured into marketing and promotion. Internally, we partnered with university departments such as Communications and Public Affairs, Legal, Admissions, and various student groups to foster cybersecurity. Externally, we partnered with Educause Stop.Think.Connect. We embarked on the social media landscape starting with two followers on out Twitter account (both were members of the Information Security department) and grew to more than 400 users organically. In essence, the project pivoted from merely uploading the training material to becoming a mini marketing campaign such as promoting tweets and targeting certain segments of Facebook users. This presentation will share some of the lessons.

    In the end, cybersecurity awareness is not about winning the battle or capturing the flag; it is about raising the bar.

Hendra Hendrawan (York University)
Moving from training to a workforce development plan.
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    Training and development are critical to any organizations success but how do you do it effectively? How do you ensure your investment in training is aligned with your organizational objectives, that your staff are developing the skills you will need now and in the future, and that you are getting value for your training investment? How do you transition from a team whose members simply follow directions to one where each person is challenged to thoughtfully consider the problem they face, the considerations and risks that exist, and come to you with a well-reasoned game plan? How do you move beyond having a team with solid technical expertise to one that is aligned to common goals, works cohesively as a team, recognizing and building on each member’s strengths?  Join Darren Schell, CTO and Mark Humphries, CIO from the University of Lethbridge as they share their experiences with training and development strategies and the evolution of their approach to equip their team to succeed and thrive. They will discuss how they are moving beyond a Training Plan to a Workforce Development plan that brings together technical training, soft-skills development, hiring values and processes, coaching, succession planning, cross-training, and performance management into a holistic strategy for growing and nurturing their team.

Mark Humphries (University of Lethbridge)
Darren Schell (University of Lethbridge)
Creating a culture of innovation by fostering a Growth Mindset.
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    Leaders of teams, departments, or organizations often aspire to creating a culture of innovation but how do you actually do it. One cannot simply declare that they have a culture of innovation and suddenly you have one, and it is not something that just happens overnight...  So, how do you create a culture of innovation?   Join Mark Humphries, CIO at the University of Lethbridge as he shares Dr. Carol Dweck’s work on Mindset, and how you can leverage Mindset to create a culture of innovation.  Mark will explore the difference between a Fixed Mindset and a Growth Mindset, discuss strategies for changing mindset, and how encouraging a Growth Mindset can be used to lay the foundation for a culture of innovation. Sharing his experiences from the U of L he will discuss strategies for accepting and learning from failures, creating a environment of personal andteam accountability, and moving towards a culture of innovation.

Mark Humphries (University of Lethbridge)
525,600 Minutes: Measuring a Year of Successes in CUCCIO’s PPM SIG
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    The CUCCIO Project Portfolio Management (PPM) Special Interest Group was formed at last year’s CANHEIT conference. Over its first year the SIG has made substantial progress towards standardization, collaboration, and engagement across the PPM space in Canadian Higher Education.

    This presentation from the SIG’s working group leads will highlight what the member institutions have accomplished over the last year, their shared vision for the future of the group and the specialization, as well as some surprise learnings from the first year of operations.

    The specific agenda for the presentation includes 4 speakers: Ramon Kagan from York University, Chandra Beaveridge, from University of Victoria, Andres Diaz from Wilfrid Laurier, and Colin Moreland, from University of Lethbridge. They will be sharing the outputs the group has produced over the last year including a standard definition of Project Governance for Post-Secondary IT in Canada, a countrywide set of Classifications for different project categories, and standards and best practices for Enterprise PPM in the higher education space.

    This session is intended for anyone involved in Project and Portfolio Management in higher education, from the Project, Program, Portfolio and PMO Managers who drive initiatives, to the BAs and technical experts that enable initiative success, and the executives and leaders who sponsor and champion projects and project management practices in their organizations. The presenters hope you will attend and hear how PPM is evolving and delivering value to schools all across Canada.

Ramon Kagan (York University)
Andres Diaz (Wilfrid Laurier University)
Chandra Beaveridge (University of Victoria)
Colin Moreland (University of Lethbridge)
Implementing new ITSM ticketing solutions with and for non-IT business units
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    York University embarked on a 15 month implementation of Cherwell Service Management to replace their existing Remedy ticketing system.  The platform decision was guided by the need to service not just traditional ITSM solutions but also service other business units in their ticketing needs.  This session will cover lessons learned over the course of the implementation with the focus on the following:

    - structuring an RFP to ensure the vendor understand the scope of the effort

    - technical considerations and capabilities of a system

    - size and resource availability of partners/resellers

    - vendor interaction models and vendor management

    - vanilla vs customized deployments

    - managing expectations of and communicating with the business and its units

    - scope and timeline - what's real and viable

Ramon Kagan (York University)
Erin Skopitz (York University)
Costin Ciuclaru (York University)
Gigabit Passive Optical Network (GPON) Powers Learning at Ryerson University’s Largest Residence
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    In order to achieve a better wireless network and internet connection at Pitman Hall for all its students, Ryerson University has deployed fiber optic and GPON technology. The need for this upgrade was required to increase the residence room internet speeds and increase wireless coverage.

    Passive optical LANs are dramatically faster, more efficient, sustainable, cost effective, scalable and adaptable to future requirements than traditional copper-based infrastructure. Optical LANs eliminate the distance constraints, power requirements and heat dispersion issues of copper. They deliver increased network security, performance and operational efficiency. There is no doubt: This is the future of networks.

    Optical LAN centralizes intelligence and management to improve campus IT operational efficiencies, network uptime and security. It eliminates telecom rooms, reduces LAN mid-span electronics, purges cabling and associated materials, thus positively impacting the Universities sustainability “green” goals. Optical LAN helps higher education CIOs, IT staff, faculty and students keep pace with technology.

    In recent years, higher education institutions have made significant investments in the capacity and density of their wireless networks in lecture halls, libraries, arenas, and even stadiums. However, the residence hall, where students spend a significant part of their time on campus, has tended to be left as a coverage-only model using hallway deployments. Administrators had good reasons: cabling and conduit costs, access logistics when maintenance is required, and concern over accidental damage. The result is a wireless network that increasingly underperforms the rest of the campus.

    Passive optical LAN changes the traditional way of doing things.

David Lester (Ryerson University)
UX for Higher-Ed: Web Renewal with a User-Focused Approach
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    Laurier has leveraged a user-focused approach in its ongoing web renewal project. In this presentation, we will walk through our research strategy and methods, showcase some of our findings, and discuss how we translated this research into design and functionality solutions for our three unique properties: wlu.ca, students.wlu.ca and intranet.  

    Additionally we will share challenges and opportunities from this process including:

    • Integrated Partnership between Laurier's ICT and Marketing Departments
    • Governance and Approval Structure
    • Communication & Stakeholder Buy in
    • Information, Interaction and Visual Design
    • AODA Compliance
Emily Lowther (Wilfrid Laurier University)
SharePoint... the past, present and future at Simon Fraser University
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    SharePoint has been installed at SFU for almost a decade; however, it's only this year that IT Services has started offering it as a service to the university. Why is that?

    Join me as I talk about the past, present and future of SharePoint at SFU. Learn from our mistakes (we've made a few) and find out how we've had to overcome a number of political, cultural and technical challenges to bring this platform to life.

    I'll speak about our current SharePoint environment: how we've defined a rigorous department onboarding process, and our client platform challenges which required us to deploy ADFS authentication and Shibboleth.

    And what does the future hold?  To cloud, or not to cloud, that is the question... and why haven't we moved into Office365 yet?  There are some good reasons...

Stephen MacGregor (Simon Fraser University)
Did anyone Notice? Automating copyright infringement notice processing
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    Canadian university’s providing internet services to their affiliates are bound by the Notice-and-Notice regime under the Copyright Act. This regime aims to discourage online copyright infringement.  When violations stemming from university networks are detected by anti-piracy firms, an infringement email notice is sent to the university.  To remain in compliance there are statutory requirements that universities must fulfill in processing incoming notices.   

    Universities will receive hundreds if not several thousand such notices in a typical year.  Manually processing this volume is impractical.  This session will discuss the trial and tribulations experienced at the University of Alberta in creating and now operating its automated copyright notice processing system.

Gordie Mah (University of Alberta)
Production mobile authentication implemented via OpenID Connect (Oauth2 + JWT)
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    OpenID Connect is now becoming the defacto standard for mobile (and web site) authentication and authorization. The framework includes support for both authentication (authN) and authorization (authZ) based upon SAML 2.0.

    In this talk Patrick will explain OpenID Connect flows, show the path of evaluating OpenID Connect (OP) providers, demo the production OpenID Connect OP server, demo OpenID Connect (RP) clients in php, python, Java, angularJS, C#, node.JS, and mod_auth_openidc, demo an API load test rig he wrote in node.JS showing the OpenID Connect flow in action, show how to release authZ 'claims' and 'attributes' for granular user access, and finally discuss successes and challenges along the way towards production implementation.

Patrick Matlock (University of Waterloo)
Upgrading to Windows 10 with SCCM, the UWaterloo experience
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    The University of Waterloo recently completed the first phase of our Windows 10 desktop upgrade project using ConfigMgr 1610 as our primary central OS Imaging and software deployment tool.  Over the course of the last year we have been refining our deployment tools so as to make this process as dynamic and automated as possible and would like to share our experiences.  The primary focus of this presentation will be to cover the task sequences and automated software deployment mechanisms utilized by our Central IT department to perform scheduled, unattended, after-hours upgrades, while also allowing end-users and IT staff to initiate the process on their own as required.  This presentation will include a deconstruction of our primary production Task Sequence as well as a look at how the entire process works, from software inventory through image deployment to post-imaging steps.  Questions will be welcome.

John Mayall (University of Waterloo)
Coming Home: Self-Migration of an Office 365 Tenant from the US to Canada
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    In 2016 Microsoft announced the long awaited opening of their new Canadian data centers for Office 365.  New clients would now be able to have their data hosted in Canada.  There was just one problem - there was no quick and easy migration path for existing clients like the University of New Brunswick who had their data in the US and wanted to "come home".  After weighing the different options we decided to develop our own migration process, and successfully repatriated over 33,000 students and alumni during a long weekend in November.

    Come and learn what we did, how we did it, and lessons we learned along the way.  We'll also be sharing a copy of all our migration scripts and documentation.

Sean McDougall (University of New Brunswick)
Improving Student Lab Experience with Cloudpaging
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    In 2016, the ICT Department at Laurier was looking for a way to better provision software for students. The goal was to improve the response for delivery time, increase availability, and flexibility so that applications could be more efficiently utilized across the campus by more students. We also wanted to improve on the turn-around time to providing new software, to all or specific labs, when a new request came in. We were also looking for a technology that would allow our suite of Windows applications to run on other platforms, in particular Apple Mac systems, and perhaps even other devices like “byod” wireless devices.

    We began researching VDI solutions, however we quickly learned of some major challenges  of this not the least of which is cost. Overall, it was determined that VDI would not achieve our goal and most importantly would not significantly improve the student experience. So we continued to search and discovered a clever new software delivery approach from a UK company called “Software2.” Their product uses “cloudpaging” to deliver applications by first breaking down and compressing the application into component parts, “pages”, that can then be quickly transferred from the “cloud” or an in-house streaming server to client computers over the network and have the “cloudified” application pages then rapidly decompressed and virtualized onto the client system. The application subsequently launches almost as quickly as if it were actually installed on the local hard drive!  We will provide a live demo of our Application Portal.

William Mcphee (Wilfrid Laurier University)
Melanie More-Duckworth (Wilfrid Laurier University)
Huddle Up!
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    The purpose of standardized work through huddles is to improve unit / department performance by using the team's collective knowledge. It is meant to reinforce the Plan Do Study Act thought process and establish the daily discipline of identifying and prioritizing improvements, assigning resources and reviewing work in progress through to completion. The huddle represents many opportunities for engaging staff in problem solving and in helping make connections between their work and departmental goals.

    This presentation will focus on how the ICT Support team at Laurier uses Daily Huddles to increase communication, to improve troubleshooting and problem solving and to engage the team. These 15 minute daily meetings have become integral to our team, keeping members informed of important decisions, helping to hold people accountable for action items and allowing for collaboration and knowledge sharing.

    We will cover the team training we did to prepare for Huddles (including a small training exercise), creation of the Huddle board to track our progress, provide a visual for staff, as well as the statistics we track..  We will share how we run the Huddle, and how each staff member takes a turn running the meeting. We will also discuss how we have engaged virtual participants and how we track our statistics for the support team. 

Melanie More-Duckworth (Wilfrid Laurier University)
Julie Topic (Wilfrid Laurier University)
ECN Shared Services
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    The NB/PEI Educational Computer Network (ECN), founded in 1970, connects all universities and colleges in the eastern Canadian provinces of New Brunswick (NB) and Prince Edward Island (PEI). While originally founded over forty years ago to provide greater network connectivity to its membership, the ECN has evolved to be a consortium based on collaboration and trust.

    Over the last five years, the ECN’s strategic focus has been the creation of shared services to obtain best value of available and reduced resources.  The ECN has successfully implemented federated identity, eduroam, a common SharePoint platform and numerous joint procurement activities. 

    Our most ambitious undertaking over the last year involved the consolidation of three separate member sites to a single data center located at the University of New Brunswick.  These members now operate all services on shared virtual/storage architecture while maintaining or improving previous functionality.  This new service has resulted in an annual savings of $125,000, including $25,000 in reduced licensing and hardware maintenance.  Other members are now utilizing this shared data center for hardware co-location and as a logical extension of their existing data center. 

    This presentation will provide an overview of the ECN’s governance, service offering, cost sharing and technical architecture of the shared data center model. 

Terry Nikkel (University of New Brunswick)
David Totton (University of New Brunswick)
OUAC’s new Application Management System is live – but there is still a lot to do!
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    "

    The OUAC's Application Management System (AMS) renewal project has been both rewarding and challenging - but the system is live and it's now running well.  It wasn't easy and we're not done yet - but the people and the teams made all the difference.

    Here are some key successes we wanted to share with you:

    1. A great team effort (teams and teams within teams)
    2. Strong communication
    3. Tremendous support from universities
    4. Rapid response teams (especially between October and January)
    5. Current and future benefits

    6.  What's next?

    • There's still work ahead
    • Stabilize and simplify
    • Convert remaining universities to XML distribution
    • OMSAS (medical applications) to go live on our AMS system
    • Moving our Document Management and EDI systems off the iSeries
    • Simplify systems/Decommission iSeries
    • Transcripts - Canada/Global opportunities
    "
Brian Patton (Ontario Universities' Application Centre)
It's Elementary my Dear Watson: Creating an Intelligent Simulation Platform for Law, Medicine, Engineering and Business
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    The availability of artificial intelligence, natural language processing and machine learning has given rise to “cognitive computing” platforms which offer tremendous potential for enhancing learning and student engagement.

    The Queen’s University Faculty of Law and Ametros Learning are currently developing a cognitive computing based simulation authoring platform, utilizing IBM’s Watson technology, which will enable instructional teams in any discipline to develop highly interactive, intelligent simulations for use in law, medicine, business and engineering.

    Building on existing cognitive computing simulation technology developed by Ametros Learning Inc., the platform will utilize a simulation engine that immerses the student in a decision driven case-based narrative. Artificially intelligent characters driven by Watson interact and engage with the student and instructor in an ""open' environment that emulates real-world interactions.

    The platform directly addresses one of the most difficult and pervasive challenges confronting academic professional schools: knowledge integration.  In doing so, it helps bridge the gap between theory and practice, by integrating theoretical, procedural, professional and ethical problems into an authentically situated context.

Dirk Rodenburg (Queen's University)
Robert Clapperton (Ryerson University / Ametros Learning)
Crossing the Chasm of Cultural Chaos
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    CIOs and IT organizations need to survive and thrive within a variety of different and sometimes conflicting organizational cultures at a university. IT folks have to implement enterprise change in this environment and the discontinuity among these cultures makes the job particularly challenging. We typically have to work with a traditional hierarchical administrative culture, a collegial academic culture, and an entrepreneurial research culture when implementing enterprise initiatives. The risk tolerance, openness to change, and process focus of each of these areas is quite different. There are a multitude of approaches to solving this issue so a panel of CIOs will share discuss their varied experiences and perspectives.

Mark Roman (Simon Fraser University)
Tariq Al-idrissi (Trent University)
Shelley Smith (Memorial University of Newfoundland)
Micahel Barr (Mount Royal University)
Dwight Fischer (Dalhousie University)
Under Construction ... and Business NOT as Usual
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    In 2016 UNB opened our newly renovated Data Centre. This state-of-the-art facility was renovated to host IT services for not only UNB, but for several other institutions in New Brunswick and Prince Edward Island through the Educational Computer Network consortium. The consortium is a joint initiative between NB and PEI public universities and colleges to share IT services among its members.

    This renovation was undertaken while the centre was running all of our production services. One of the segments of our presentation will provide an overview of how we juggled our live services while the major construction was going on. 

    The data centre renovation was also a continuation of our disaster recovery/business continuity project. We’ll discuss how we incorporated our secondary DR data centre into day to day operations—thereby actually operating a stretched data centre.

    Participants will also get an overview of our new and enhanced services we now provide to the university community. We have virtualized most of our systems, which has greatly reduced our footprint in the centre. This has allowed room for our growth, as well as physical space for other external and internal clients. Lots of researchers and faculty want to be able to see and touch their servers, and not every end user is proficient with running their own network.  We’ll showcase our new service and support models, and introduce some of the new self-service options we’ve added to remove these barriers, while attracting new customers to move their systems to our centre.

Blair Sawler (University of New Brunswick)
Dominick Labrie (University of New Brunswick)
Honey, I broke the Cloud. (DRP in a post-Cloud world.)
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    Would having every family photo you own, on the Cloud, with no local backup, worry you?

    Yet as staff and faculty members we increasingly rely on cloud-based services to access our email, and safeguard our documents (Gmail, Google Docs, Office 365, DropBox, …). And as IT departments, we increasingly incorporate cloud storage and SaaS back-ends to deliver our websites, LMSs, CRMs & ERPs and to safeguard our data (Amazon S3, Azure Cloud, Oracle Cloud …).

    On Feb 28, 2017 Amazon's AWS S3 cloud storage failed, disrupting websites across the East Coast. Last June and November 2016, separate ransomware attacks disrupted access to cloud email for staff and faculty at uCalgary & Carleton.

    This panel discusses the implications to architecting and managing services & institutional data in a cloud-first environment: how we choose where to accept the risks and "ride-out" outages and how we can architect to mitigate.

    This topic would lend itself to a multi-university panel if there were interest, or it could be delivered as a presentation of a particular institution's approach, Carleton.

Ben Schmidt (Carleton University)
Common Virtual Desktop Infrastructure Problems and Solutions
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    Virtual Desktops (VDI) are an increasingly common solution for Universities to manage the problem of maintaining large numbers of desktops on campuses. The Faculty of Engineering at Queen’s University has been using VDI in undergraduate teaching and office administration for over 6 years. This presentation will outline many of the common issues and limitations encountered with VDI such as the ever growing desktop size, maintaining a large number of desktop masters, and “login storms” and will provide details on the solutions that the Faculty has implemented to resolve them. The focus will be on VMWare’s Horizon View, AppVolumes and vSAN technologies as solutions and how they have improved service delivery to the Faculty community and reduced IT Staff workload.

Graydon Smith (Faculty of Engineering and Applied Science Queen's University)
We're all in it together: an integrated information services approach
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    At Memorial University of Newfoundland (MUN) the Office of CIO is relatively new- just over two years old. In establishing the office MUN took a unique approach by integrating not only the traditional CIO responsibility of IT, but also a new information management and protection program and the existing Information Access and Privacy Office. Additionally, the CIO has formal dual reporting to both the VP Admin and Finance and the the VP Academics (Provost). This structure, combined with a mandate to collaborate, consolidate and provide strategic oversight for all university IT has resulted in a unique approach - fostering community, common vocabulary and goals, improving service and enabling efficiency and effectiveness. In this session I will provide an overview of the model and approach and some examples of success.

Shelley Smith (Memorial University of Newfoundland)
The Operationalising of Projects - Taking the Long View
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    Project Management whether, agile or waterfall, PMI or Prince2, has rapidly become the de facto method of implementing IT change in post secondary institutions across Canada. The methodology has provided a significant improvement on previous more ad hoc methods that yielded uncertain to unknown results and few opportunities for learning. While there have been undoubted benefits the methodology cannot be seen to be complete. Significant problems exist with the transition to operations, adoption by users and the actualization of benefits which remains largely un-tracked.

    This presentation posits that the existing project management models  cannot address these issues and require significant adaption to meet the ongoing challenges of managing technological and the related organizational change. The focus of this presentation will be on the augmentation of project management methods into a change lifecycle, contending that all IT projects are operational in nature and need to be managed in that context. A lifecycle model will be introduced, articulating the key components and supporting capabilities it requires. It will further outline the current adoption status of this approach in the University of Allberta, the lessons learned to date and the ongoing activities to complete its adoption.

Brian Stewart (University of Alberta)
Demystifying IT: A Communications Officer's Perspective
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    The core mission of a Communications Officer for an IT department is to bridge the gap between the technical staff and the university community. Whether it’s managing emergency communications during an unplanned outage, developing a communications plan for launching a new service, advising a team of developers on the best language to use for survey questions, or planning quarterly knowledge sharing meetings for enterprise and local IT staff, a Communications Officer helps lift the “digital curtain” surrounding an IT department.

    In this session, you’ll learn how Simon Fraser University’s proactive approach to IT-related communications is helping to change the culture within the IT department itself, while improving the relationship with the University community beyond the department.

Stephanie Stewart (Simon Fraser University)
Slacking Off on Team Collaboration
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    Some of us are old enough to remember the initial excitement of electronic communication. Hands up if you had an email address that looked something like this: ...{utzoo,utgpu}!utas!russ. Once email lost it's initial shine we had to (and still are) dealing with: spam, phishing, deadly attachments. Hands up if you love to clear out that exciting email box or try out the latest web based client.

    Then we had the advent of instant text communication, first Unix talk followed by a whole host of IM clients: ICQ, AIM, MSN, Yahoo followed by SMS and now iMessage and Skype. Things were still not as we hoped they were.

    And then I stumbled upon Slack. I was very very skeptical even though there were no evangelists, local or remote, to promote the next great collaboration tool. Gosh golly! Finally something that actually enhances my group's communication whether or not I am in the same building or not.

    This presentation will follow my story from a skeptic to a convert of Slack as a useful and extensible group communication and collaboration tool.

Russell Sutherland (University of Toronto)
Enterprise Architecture at McGill University: A unified model Approach
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    Enterprise Architecture is a well established discipline in industry and is a fundamental driver within the strategic planning and process improvement cycles. At McGill University, Enterprise Architecture is a relatively new role, but has already established itself as a key piece of the Information Technology domain. 

    This talk will present some of the interesting and novel practices that Enterprise Architecture has put in place. In particular, a central repository of architectural artifacts along with a unified business-technology modelling view provides a complete picture of the key concerns to the architects and clients. The development and use of a unified model for EA has helped in tracing a business goal to the final application that will realize it. The talk will elaborate on this approach and why it was necessary, as well as some of the pitfalls and growing pains in its deployment. In addition, some insight will be given as to how this approach can also be used to support strategic activities.

Oryal Tanir (McGill University)
Herding Cats: How the University of Waterloo manages cybersecurity risk in a complex IT environment
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    Information technology services in higher ed take a variety of forms and involve a  variety of stakeholders.  Applications can be hosted anywhere, developed by anyone, and support any number of teaching, research, or administrative activities.  Managing the cybersecurity risks of this chaotic environment can be a challenge.  In this presentation, Jason Testart will discuss the methodologies and controls used at the University of Waterloo to identify and manage cybersecurity risks while not "getting in the way" of the rapid pace of new IT initiatives.  This is an updated version of Jason's presentation at OUCC 2016: "Can I do that in the cloud?".

Jason Testart (University of Waterloo)
Transition from IT to Education Focused IT
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    There is often a disconnect between IT staff, students, and educators. Each have their own priorities, goals, limitations, and policies that put them at odds, and a lack of communication among them can create conflict. It is common for each of these groups to meet with their peers, but rarely across role boundaries.

    IT staff must do more than manage servers, infrastructure, and accounts; they must take a more active role in the deployment of technologies that support educational activities. Learn of the strategies used by one Systems Administrator who transitioned into an Educational Technology Specialist. Share your own experiences, strategies, and success stories that have enabled collaboration with your education stakeholders.

Kyle Tuck (Brock University)
Establishing an Information Management and Security Program
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    Information is perhaps one of our greatest and most undervalued assets within an higher education environment.  The University of Lethbridge recognized some potential synergies of combining the Information Security, Records Management, and Business Intelligence departments and created an overarching organization known as the Information Management and Security Office.  This presentation will discuss how this type of organization can benefit the institution and offer some lessons learned in the early days of the program, as well as provide some roadmaps and ideas for next steps to pursue.

Kevin Vadnais (University of Lethbridge)

Poster Presentations – new at CANHEIT 2017!

If you have a great idea to share about something you’ve done at your institution, but it wouldn’t take up a whole breakout session, consider being a poster presenter.

Diagram your successes and wins on a piece of poster board, and it will hang in a prominent area throughout the conference. Be there to answer questions and engage in discussion with delegates at designated times!

Poster presenting is a great way to not only share your great ideas and successes, but get feedback and insights from a dedicated group of your peers.

To submit a poster proposal please contact Program Committee head Curtis Ireland at curtis.ireland@queensu.ca.

CUCCIO - Celebrating 10 years of Collaboration
Queen's University