IT Manager's Handbook: Getting Your New Job Done (89 page)

physical access,
216

security technologies,
214–219

system log files,
215

technical environment,
194–195

Traditionalists, generation differences,
58
t

Training,
See also
Employee training

Help Desk staff,
282

in-house classes,
270

intranet uses,
294–295

job requirement flexibility,
93

position description,
76

third-party training providers,
270–271

user education and awareness,
271

users,
270–271

user security,
213

vendor evaluation matrix components,
178

web-based,
271

Transaction logs, DR data replication,
256

Transparency principle, Data Protection Directive,
234

Travel and Entertainment, budget items,
163

Trial evaluations, vendor management,
175

Trojan horse,
208
,
224

Troubleshooting skills, Help Desk staffing,
281–282

Trouble tickets,
218–219
,
278

“Ts and Cs,”,
See
Terms and Conditions (“Ts and Cs”)

Turnover rates, staff budgeting factor,
171

24/7/365 exposure, benefits of Web,
293

Twitter.com,
44
,
289
,
298–299
,
301
,
302

Two-factor authentication,
219

Tyco,
226

U

Unified messaging,
155–156

Uniting and Strengthening America by Providing Appropriate Tools Required to Intercept and Obstruct Terrorism Act (2001),
See
Patriot Act

Unix,
136
,
138

Upper-level management

buy-in to security program,
212

project management updates,
120–121

USB (Universal Serial Bus)

data encryption,
222

disaster recovery communication plan,
254

Massachusetts Data Protection Law,
231

mobile user support,
274

User environment

new job basics,
18–20

standards determination,
199–200

understanding,
196

User issues

basic considerations,
263–271

boss’s view of users,
265

BYO policies,
273

consumerization of IT,
271–273

consumerization support issues,
272–273

department’s view of users,
264

e-mail usage education,
153

flexibility,
270

handheld device support issues,
272–273

handling consumerization,
272

Help Desk

access,
277

activities,
276

overview,
275–282

procedures,
276–277

self-service,
277–278

staffing,
281–282

tools,
278–280

user surveys,
280

workload measurement,
281

information collection,
267–268

information sharing,
266–267

IT Manager availability/reachability,
266

meeting users,
265–266

mobile work force,
274–275

proactive solutions,
268–269

securing users,
213–214

security training,
213

SLAs,
283–284

user training,
270–271

user types,
264

User satisfaction surveys,
267
,
280

User Services,
See
Help Desk

User terminations, security technologies,
217

U.S. securities,
232

Utility computing,
See
On-demand computing

Utility tools

database integrity check,
27

software types,
136

TCO,
142

V

Value delivery, IT governance,
239

VDI,
See
Virtual Desktop Infrastructure (VDI)

Vendor management

alternatives evaluation,
176

basic considerations,
173–179

contract review,
175–176

evaluation matrix,
177–179

multiple bids,
175

relationships,
173–174

request for proposals,
174

trial evaluations,
175

from vendor POV,
174

Vendors

certification value,
94

cloud computing,
150
t
,
151

data replication,
256

feedback during tough economy,
181

Help Desk staff training,
282

information sharing with users,
267

project costs,
131

project planning,
113–114

project stakeholders,
109

software licensing plans,
147

technical environment,
194

technology refresh cycles,
202

T&M policies,
172–173

Vernon, Conrad,
107

Veterans, generational differences,
60
t

Videoconferencing tools

connectivity issues,
290
t

IT for business value,
180

project meetings,
129

remote interviews,
91

staff expenses,
180

team management,
33

Video sharing

as connectedness technology,
289

connectivity tool issues,
298–299

Virtual Desktop Infrastructure (VDI),
140

Virtual Local Area Network (VLAN),
149–150

Virtual Machine (VM)

licensing models/types,
146

multiple OSes,
139

OS selection,
139

technical environment,
192

uses,
140

Virtual Private Cloud (VPC),
149–150

Virtual Private Network (VPN)

data encryption,
222

NAC,
222

network access control,
222

security software,
136

security solutions,
222

telework programs,
38

WAN,
190
,
191
f

Viruses

computer security,
208

e-mail management,
154

macro viruses,
224

proactive detection,
268

Vision statement, team management,
34–35

VLAN,
See
Virtual Local Area Network (VLAN)

VM,
See
Virtual Machine (VM)

Voice over IP (VOIP),
156
,
180
,
191

VPC,
See
Virtual Private Cloud (VPC)

VPN,
See
Virtual Private Network (VPN)

W

W-2s,
70

WAN,
See
Wide Area Network (WAN)

Warranties, hardware maintenance,
173

War room,
126–127

The War Room
,
126–127

Web 2.0,
298

Web-based training,
271

Web-cams,
33
,
180

Webcasts,
269

Web-conferencing,
33
,
180
,
269

WebEx,
91
,
180
,
290
t

Web sites

benefits for companies,
293–294

care when surfing,
214

DR communication plan,
254

PD advertising,
77

spoofing,
225

WebSphere (IBM),
136

White hats,
208
,
211–212

White list,
154

Wide Area Network (WAN)

carrier connections,
191–192

DR testing,
258

example schematic,
191
f

technical environment,
190

Widgets, as connectedness technology,
289

Windows operating system

firewalls,
220