IT Manager's Handbook: Getting Your New Job Done (76 page)

Single Sign-On (SSO):
a security solution that allows a user to authenticate once, and then have access to all systems and resources for which he has been granted permission. Eliminates the need to remember multiple IDs and passwords. Considered a convenience not only for users, but for system administrators as well.

SIRT (Security Incident Response Team):
a formal group assembled within a company to respond to security breaches.

Six Sigma:
process improvement methodology.

Service Level Agreement (SLA):
a statement to customers or the user community about the service the IT department will provide. It can refer to a variety of metrics, such as performance, up-time, resolution time, etc.

Slack time:
how much a noncritical-path task on a PERT chart can be delayed without impacting the project as a whole.

Social engineering:
obtaining or attempting to obtain otherwise secure data with fraud and deceit by tricking an individual into revealing confidential information.

Social networking:
the use of technologies to turn communication into an interactive dialogue, and to allow the creation and exchange of user-generated content.

Software as a Service (SaaS):
a software deployment model where a provider licenses an application to customers for use over the Internet, without requiring purchase and installation of the licenses.

Spoofing:
the process of forging an e-mail address or IP address. Usually used by hackers for illicit purposes like fraudulently entering a computer or computer network.

Spyware:
software placed on a computer that monitors a user's activity. Usually installed without the knowledge or consent of the user, and considered to be malware.

SSO (Single Sign-On):
a security solution that allows a user to authenticate once, and then have access to all systems and resources for which he has been granted permission. Eliminates the need to remember multiple IDs and passwords. Considered a convenience not only for users, but for system administrators as well.

Standard CMMI Appraisal Method for Process Improvement (SCAMPI):
appraisal process for the CMMI process improvement methodology.

Subscription licensing:
a software licensing model that requires the license to be renewed periodically, typically on an annual basis.

T

T&M Service (Time-and-Material):
a hardware/software support model that requires the customer to pay for both the technician's time as well as any parts required.

TCO (Total Cost of Ownership):
refers to the fact that there are many more items related to the cost of technology besides the initial price of the hardware and the software (e.g., training, support, etc.).

Teleworking:
working from a location other than the company office, often using communications applications (like IM, WiFi, and cloud computing apps) to interact with coworkers.

Terms and Conditions (Ts and Cs):
section of a contract with a vendor that deals with items such as service level guarantees and hardware and software specs.

Time-and-Material service (T&M service):
a hardware/software support model that requires the customer to pay for both the technician's time as well as any parts required. Similar to a car repair bill.

Total Cost of Ownership (TCO):
refers to the fact that there are many more items related to the cost of technology besides the initial price of the hardware and the software (e.g., training, support, etc.).

Trojan horse:
software that appears to be an application but is, in fact, a destructive program.

Ts and Cs (Terms and Conditions):
section of a contract with a vendor that deals with items such as service level guarantees and hardware and software specs.

U

Unified messaging:
the term applied to integrating voice mail and e-mail systems.

USB (Universal Serial Bus):
a standard used for connecting small devices (e.g., digital camera, flash memory, headset).

Utility tools:
software to help optimize, manage, or configure the computer environment. Examples include backup, monitoring, management, and administration file compression, file conversion.

V

Value Added Reseller (VAR):
a company that provides additional services (e.g., installation, upgrade) to products they sell.

VAR (Value Added Reseller):
a company that provides additional services (e.g., installation, upgrade) to products they sell.

VDI (Virtual Desktop Infrastructure):
an environment where desktop computers are virtualized, moved to the data center, and remotely accessed by end users, typically with thin-client devices.

Virtual Desktop Infrastructure (VDI):
an environment where desktop computers are virtualized, moved to the data center, and remotely accessed by end users, typically with thin-client devices.

Virtual Machine (VM):
software that allows you to take a single physical device (e.g., one PC) and run multiple instances of operating systems on it.

Virtual Private Cloud (VPC):
a hybrid of the public and private clouds where the cloud provider logically segregates your resources from its other customers.

Vision statement:
a company document that takes a mission statement to the next level by outlining what the organization wants to be; it focuses on the future and serves as a source of inspiration for employees.

VM (Virtual Machine):
software that allows you to take a single physical device (e.g., one PC) and run multiple instances of operating systems on it.

Voice over IP (VOIP):
a technology for using IP networking for phone calls.

VOIP (Voice over IP):
a technology for using IP networking for phone calls.

VPC (Virtual Private Cloud):
a hybrid of the public and private clouds where the cloud provider logically segregates your resources from its other customers.

VPN (Virtual Private Network):
a method of establishing a secure connection between two devices over the public Internet.

W

WAN (Wide Area Network):
a network that covers a large geographical area.

War room:
a room provides team members a place to work on a project that is separate from their regular work area.

Web 2.0:
a second generation of Internet-based tools and applications that facilitate communication, collaboration, connectivity, sharing, etc.

White hats:
hackers are interested in security flaws as a way of identifying how security can be improved, and how systems can be better protected; sometimes called “ethical hackers.”

White list:
a list of e-mail originators (e-mail and IP addresses) whose messages should always be considered legitimate.

Wide Area Network (WAN):
a network that covers a large geographical area.

Worm:
a form of malware as a standalone program (opposed to viruses that attach themselves to other objects).

Z

Zero Day Attack:
a malware attack that takes advantage of a software vulnerability for which the vendor has not released a patch.

Index

Note: Page numbers followed by
b
indicate boxes,
f
indicate figures and
t
indicate tables.

360 Reviews,
51
,
51
t

A

Accenture,
158

Access control, security technologies,
215

Access database, DBMS,
135

Access issues, Help Desk,
277

Accessories

consumerization support issues,
272

mobile user support,
274
,
275

Access reviews

ongoing maintenance,
221

security solutions,
218

Accountability

employee performance reviews,
46

staffing and security,
223

Accounting Department

BCP,
261

budgeting process,
26
,
165
,
166

capital expenditures,
167

Closeout Report,
122

cloud computing,
148–149

company policies,
168

customer needs,
12

evaluation matrix,
177

hiring help,
66

IT manager decisions,
27

IT manager duties,
2

money gray issues,
168

“people to know,”,
24

politics,
7

project launch,
116

project management,
109

stakeholder identification,
108

technology refresh cycle,
202

vendor support,
174

Accounting and Finance users, project stakeholders,
108

Account provisioning, identity management,
220

Accounts Receivable and Payables, project stakeholders,
108

Account usage

ongoing maintenance,
221

security technologies,
216

ACD,
See
Automatic Call Distribution (ACD)

Active Directory,
143
,
144

ACT model, disaster recovery plan,
259–260

Adelphia,
226

Adobe Connect,
91
,
180

Advertising options, PD

internal posting,
77

job/recruiting fairs,
79

networking,
77–79

networking effectiveness,
78–79

personal contacts,
78

popular web sites,
77

print,
79

professional contacts,
78

web posting issues,
77

Adware,
208
,
224

AES encryption standard,
222

Agendas, project meetings,
128

Agile development,
34

Agile meetings,
34

Altiris,
143
,
280

Amazon cloud computing,
148

Android,
296

Announcements

intranet uses,
294–295

webcast,
269

Annual Licensing,
131
,
146

Application assessment

disaster recovery scope,
250–252
,
251
f
,
252
f

new job basics,
18–20

Application development, IT Department value,
9

Application inventory, technical environment,
193–194

Application software, IT issues,
201

Apps

as connectedness technology,
289

mobile devices and connectivity,
296–297

Asset management

basic considerations,
198–199

definition,
196–199

Attribute, directory structure,
156

Audits

Information Systems Audit and Control Association,
239

security audit,
209–210