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System information officer apologizes for disruptions to services

Nov. 8, 2012

Information Technology Shared Services (ITSS) would like to follow up and apologize to all students, faculty, and staff at UNT System components that were impacted by recent service disruptions to many prominent IT services. In the late afternoon of Wednesday, November 7, a problem with the storage system supporting Blackboard Learn was identified and corrected.  We believe the correction has returned stability to Blackboard Learn and that all services supported by ITSS are now fully restored.  The monitoring of all our enterprise systems, particularly Blackboard Learn, will continue to ensure that the highest level of service possible will be maintained. 

We acknowledge the inconvenience these interruptions had on your academic and administrative efforts.  Customer service is of primary importance to the ITSS mission.  Serious discussions have been held with the vendors of the hardware and software that caused the extensive outage on Monday, October 29, and produced the continuing problems with authentication for the last week and a half.

ITSS leadership takes full responsibility for conducting a comprehensive technical analysis of the issues that occurred and are taking necessary action to minimize future instances.  Steps are being taken to identify all points of failure and underlying causes in addition to identifying improvements to our current procedures for recovering from failures.  All ITSS technical divisions are working on improvements as to how we can better organize our communications to our customers and provide early and meaningful information, avoid speculation, and be transparent.

 TSS exists to serve you, our customers, with the highest quality of IT services.  You are our first priority and we are committed to nothing less than the highest quality service.

Michael DiPaolo, chief information officer, UNT SystemRegards,

 Michael Di Paolo

Associate Vice Chancellor

Chief Information Officer

University of North Texas System

T: 940.565.2272

C: 817.308.3211

E: michael.dipaolo@untsystem.edu

Posted on: Thu 08 November 2012

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