E-raamat: Enterprise Operations Management Handbook, Second Edition

Introduction 1(4) SECTION I IT MANAGEMENT 5(76) Strategic Planning: Business and Technology Issues 7(10) Layne C. Bradley The Corporate Information and Communications Hierarchy: Technological Management in Modern Enterprises 17(18) Thomas A. Browdy Developing People Skills: A New I/T Priority 35(8) Greg Scileppi Professional Consulting: The Analysis Methodology 43(12) Charles V. Breakfield Roxanne E. Burkey Pricing Methods Across Linked Networks 55(10) Keith A. Jones Enterprise Modeling for Strategic Support 65(16) Michael E. Whitman Michael L. Gibson SECTION II DATA CENTER MANAGEMENT 81(60) Reverting to Centralized Data Center Management 83(10) C. Warren Axelrod Acquiring and Using a UPS System 93(8) Gilbert Held Providing Quality Information Services to the Customer 101(12) Joe R. Briones Evaluating a Job Scheduler in the Open Systems Arena 113(10) Randy Keck Help Desk Technology 123(8) Nathan J. Muller Call Center Computer Telephony Integration: A Case Study 131(10) Charles V. Breakfield Roxanne E. Burkey SECTION III APPLICATION INFRASTRUCTURE AND OPERATIONS 141(66) Maintaining Data in Mainframe and Network Environments 143(8) Roxanne E. Burkey Managing Data Storage and Distribution 151(8) Roxanne E. Burkey The Data Center Managers Guide to Networked Imaging Systems 159(18) Nathan J. Muller Collaborative Applications 177(6) S. Ann Earon Supporting Legacy Systems 183(6) Nancy Blumenstalk Mingus Client/Server Architecture and Implementation 189(18) Nathan J. Muller SECTION IV ENTERPRISE NETWORK MANAGEMENT 207(70) TCP/IP Network Management: A Case Study 209(10) Vishal Desai Trends in Data Communications Services 219(12) Nathan J. Muller The Emerging Advantage of xDSL Technology 231(10) Andres Llana, Jr. LAN Printing Techniques 241(8) Gilbert Held Preparing for Cable Modems 249(8) Gilbert Held LAN-WAN Interconnection Requirements and Implementation Considerations 257(12) Duane E. Sharp Enterprise Deployment: Building an IP PBX Telephony Network 269(8) John Fiske SECTION V DESKTOP COMPUTING 277(62) A Quick Overview of LINUX 279(8) Raj Rajagopal Evaluating the Performance of NT-Based Systems 287(8) Gilbert Held Configuring TCP/IP on a Windows NT Workstation 295(10) Gilbert Held More Productive User Interfaces 305(12) Paul Nisenbaum Robert E. Umbaugh Creating GUIs Users Can Use: Usability Analysis 317(14) Luke Hohmann Building GUIs Users Can Use: Usability Development 331(8) Luke Hohmann SECTION VI EQUIPMENT ASSET MANAGEMENT 339(60) Reducing the Cost of PC Connectivity 343(10) Salvatore Salamone Evaluating Equipment: A Methodology for Success 353(8) Gilbert Held Understanding the Desktop Management Interface 361(6) Gilbert Held Managing the IT Procurement Process 367(18) Robert L. Heckman An IT Asset Management Toolkit 385(8) Martin F. Medeiros II How to Do Better Deals in Leasing 393(6) Joe Auer SECTION VII CUSTOMER SUPPORT OPERATIONS 399(70) Managing the User Interface 401(8) Ann S. Angel Managing End-User Development 409(8) John Windsor Leon A. Kappelman Carl Stephen Guynes Helping Users Help Themselves 417(8) James A. Larson Carol L. Larson The Consultative Approach to Client Support 425(12) Kate Nasser End-User Computing Control Guidelines 437(12) Ron Hale Reviewing End-User Applications 449(20) Steven M. Williford SECTION VIII QUALITY CONTROL AND COMPUTER SECURITY 469(100) The Basics of Computer System and Data Network Security 473(14) C. Warren Axelrod Achieving Quality in Data Center Operations 487(10) Jeff Murrell Evaluating Platform Reliability and Measuring Its Dollar Value 497(10) Chris Rooke Understanding the Virus Threat 507(10) Gilbert Held E-mail Security and Privacy 517(8) Stewart S. Miller Internet Security and Firewall Policies 525(20) William Hugh Murray Improving Quality With Software Metrics 545(24) Ian S. Hayes SECTION IX CONTINGENCY PLANNING 569(72) Introduction to Data Center Recovery Planning 573(10) Edward S. Devlin Cole H. Emerson Leo A. Wrobel, Jr. Developing a Data Center Recovery Plan: Part I 583(16) Edward S. Devlin Cole H. Emerson Leo A. Wrobel, Jr. Developing a Data Center Recovery Plan: Part II 599(12) Edward S. Devlin Cole H. Emerson Leo A. Wrobel, Jr. Integrating LANs Into the Disaster Recovery Plan 611(8) Gilbert Held The Legal Issues of Disaster Recovery Planning 619(6) Tari Schreider Using Televaulting and Hot and Cold Sites for Disaster Recovery 625(6) Gilbert Held Data Processing and Communications Security During Recovery and Repair 631(10) C. Warren Axelrod About the Editor 641(2) Index 643

Steven F. Blanding