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IT Service Management

ITSM - SOA Policy Template
ITIL Compliant
Change Control - Help Desk - Service Requests
Blog - Personal Web Site - Sensitive Information

 

The IT Service Management Policy Template is a 130 page document that contains policies, standards,  procedures and metrics.  Chapter of the template include:

  • Service Requests PolicyITIL

  • Service Request Standard

  • Help Desk Policy

  • Help Desk Standards

  • Help Desk Procedures

  • Help Desk Service Level Agreement

  • Change Control Standard

  • Change Control Quality Assurance Standard

  • Change Control Management Workbook

  • Documentation Standard

  • Application Version Control Standard

  • Version Control Standard

  • Internet, e-Mail and Electronic Communication Policy

  • Blog & Personal Web Site Policy

  • Travel and Off-Site Meeting

  • Sensitive Information Policy

In addition, the  ITSM template includes the Business and IT Impact Questionnaire, a Change Control Request Form and an Internet Use Approval Form. It conforms with ITIL.

The template can be purchased by itself or with supporting job descriptions.  We do provide an update service for the template as it is modified.  You can see a full table of contents and some sample pages by clicking on the link below.

  Standard
 Edition
Silver Edition Gold
Edition
Platinum
Edition
ITSM - SOA Template Word X X X X
ITSM - SOS 14 Job Descriptions   X X X
210 IT and Internet Job Descriptions     X X
IT & Internet Position Description HandiGuide       X

The ITSM Job bundle contain the following 14 job descriptions:

1. Director Sarbanes-Oxley Compliance
2. Manager Change Control
3. Manager Customer Service Center
4. Manager Help Desk Support
5. Manager Metrics
6. Manager Quality Control
7. Manager Service Level Reporting
8. Manager User Support
9. Capacity Planning Supervisor
10. Change Control Analyst
11. Change Control Supervisor
12. Help Desk Analyst
13. Metrics Measurement Analyst
14. Quality Measurement Analyst

 

 

 

 

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How to define a strong password policy -

In the ideal world an enterprise will establish a strong password policy, employees and associates will follow that policy, enterprise data would be secure and operational costs would be minimal.

The first step is to create a password that is hard to quess but easy to remember. ThatÂ’s easier said than done, but some guidelines can help users create passwords that are more secure than what they currently use.

A good password is a combination of letters, numbers, and symbols that cannot be found in a dictionary. A password should be at least six characters long and should not have any personal information such as the userÂ’s name, childÂ’s name, occupation, telephone number, address or birth date. A combination of letters, numbers and symbols will work best, although some systems allow a different set of characters than others, so the use of characters like the semi-colon can be problematic. It is also important to use a mixture of capital and lower-case letters to make a password even more difficult to guess. Best practices for a strong password policy are:

  • Users should change their passwords regularly – once every three months at a minimum.
  • Enterprises should train their employees and associates to use several techniques that can make existing passwords more difficult for hackers to crack. The method chosen should be easy and understandable to make stronger passwords without much effort.

A strong password policy may increase help desk costs and user frustration and result in lost productivity. To implement a strong password policy that works, an enterprise should research techniques, establish a policy, train its employees, and adjust their authentication processes or systems to reflect the harder password requirements. Many studies show that employees cannot or refuse to remember multiple passwords, and take shortcuts which create a less secure environment.

- more info
 
 
Critical Best Practices for Record Management and Archiving -

Record ManagementA backup up process is not an archiving process.  What is needed is a record management and retention process with at least these two best practices:

1. Define Record Management and Retention Policy

A record management and record retention policy should cover all employees, contractors, and affiliates related to the company who create, send or receive, or use business records, e-mail messages and other enterprise data files. The policy should manage the retention, storage, and disposition of business records, whether they are in paper, electronic or other formats or media, in a manner consistent with applicable laws and regulations. It should be understood that all computer data is covered, including e-mail messages, business documents, and application data. As the archiving system is implemented, issues may crop up regarding the current record retention policy and schedule.

A template for such a policy can be found at http://www.e-janco.com/RecordManagementPolicy.html . The policy should include the following:

  • Definition of a business record
  • Security and data privacy issues
  • Data management and retention policies
  • Responsibilities
  • Auditing
  • Processes for dealing with violations

2. Educate Employees, Contractors, Suppliers, and Affiliates

Most employees, contractors, suppliers, and affiliates do not know if the enterprise has a record retention policy or schedule much less where to find it if needed. To help ensure compliance with the policy and schedule, employees, managers and any assigned departmental records coordinators should be educated on the record retention policies and procedures. Create a training plan and develop the necessary communication tools for training various levels of employees, contractors, suppliers and affiliates. Policy audit processes and procedures should also be developed.

General elements of employees, contractors, suppliers and affiliates education and training plan should include:

  • Training materials for new and existing employees, contractors, suppliers and affiliates. Training can be delivered in a variety of formats including classroom settings, on-line, or through webinars.
  • Documentation to show that policies have been read and understood and include employees, contractors, suppliers and affiliates acknowledgement forms.
  • Access to the policy and schedule on the corporate intranet.

- more info
 
 
Metrics Guide Sucess For IT Service Management -

MetricsFour metrics have significant impact on your organizationÂ’s ability when looking at IT Service Management.  With these metrics you can control system availability, compliance, risk and operational performance. These metrics are:

  •  Mean Time to Repair,
  • First Fix Rate,
  • Change Success Rate, and
  • Server to System Administration Ratio

Service Level AgreementRegardless of how you measure up to high performers, there are steps you can take to improve your processes. Start by controlling change to manage unplanned work— it is an amazingly simple and significant way to improve performance and processes, especially when compared to wading through a sea of best practices literature that may not be relevant to your cause. It’s also helpful to know that in any improvement endeavor, the 80/20 rule applies: 20% of the set of IT controls result in 80% of the realized benefit.

Let metrics that matter guide you.

- more info
 
 
Users Will Replace Laptops with SmartPhones According to IBM -

IBM released a survey results which reveal that over 50% of consumers would substitute their Internet usage on a PC for a mobile device such as a SmartPhone. The survey found that communication, travel and navigation applications, as well as news and information services, are expected to increase significantly in popularity and usage over the mobile Internet. With the world's population of mobile-phone users expected to increase from the current 50% to 80% in 2013, which translates to a staggering 5.8 billion people, the availability of IP wireless broadband and more affordable devices will change the way companies around the world operate and relate to their customers, employees and partners.

   IT Internet Metrics

  • Internet Adoption - By 2011, 39% of respondents said they expect to increase Internet use on their mobile device by at least 40%.
  • Desired Content - 71% of respondents acknowledged that they expect to increase their usage of communication services such as obtaining maps and directions, instant messaging, social networking, emailing and reading the news from their mobile device. 
  • Age Preferences - The mobile Internet is the most popular among Generation X and Generation Y, as they tend to be more technology savvy and have a greater exposure and acceptance of emerging technologies. Over 50% of respondents who chose "Strong to Full substitution" of accessing the PC versus a mobile device were 15-30 years old and believe the industry is doing its best to advance the mobile Web, although most are still unsatisfied with the price and services offered by carriers and handset manufacturers.
  • Brand loyalty - Consumers are most loyal to their preferred brands for communication services such as email and instant messaging, but the survey found a lack of loyalty for entertainment services. Over 50% would like to use the same brand on their PC and mobile device when emailing, banking and instant messaging.
  • Device Features - While there is an overall consensus that the industry is doing its bit for mobile Web, more consumers desire greater affordability, awareness and better content and applications for the mobile Internet. In terms of device features, the survey found consumers prefer a large screen, high resolution, internal memory, and quick speed data transfer as the most important and desired features in their mobile device.
  • Implications - In order to stimulate and increase mobile Internet adoption, device makers, mobile operators, Internet service providers, mobile application developers and content providers need to consider the following:

    1.
    Define their mobile Internet strategy by understanding consumer behaviors and needs to identify the strategy that best leverages their core strengths.

    2.
    Transform their business model to align with the identified mobile internet strategy: this touches areas such as Research & Development, Marketing & Sales or Services Delivery.

    3. 
    Establish and host a reliable, cost-efficient and scalable infrastructure to deliver mobile internet services to consumers.

    4.
    Improve devices in terms of processing power, memory, resolution, screen size and intuitive user interfaces. Specifically device makers need to think about how to integrate technologies such as nano projectors and projected virtual keyboards.

    5.
    Move towards a high adoption of open standards and open source to further grow and nurture the ecosystem.
- more info
 
 
IT Job Market Not As Bad As the Rest of the Market -

In July, the Bureau of Labor Statistics reported the seventh consecutive month of negative job growth. More than 51,000 jobs were slashed. Although not as severe as the loss of 72,000 jobs that was predicted, this cut still brought the total number of unemployed in the U.S. to 8.8 million - 5.7% of the population. That's 1.6 million more than in the same month last year, and a four-year high.

eBay recently announced to lay off 1,000 workers, a long list of smaller Internet outfits have begun cutting jobs, and most industry watchers expect Yahoo to announce another round of layoffs when it discusses third-quarter earnings.

Whatever job cuts occur in the technology sector in the coming months, they are  not likely to be as deep or as lasting as the cuts that occurred during the dot-com bust, according to statistics from the U.S. Department of Labor and industry employment experts.

IT sector job market trends

Information Technology Sector includes: software publishers, telecommunications, data processing, hosting and related services, internet publishing, broadcasting, web search, and portals.  Manufacturing Sector includes: peripheral equipment, storage devices, broadcast and wireless communication, audio and video equipment, and semiconductors.

Call it learning from past mistakes: tech companies have not experienced the hiring binge that occurred in the late 1990s, when a combination of Internet investment, repair work on older computer systems to deal with Y2K transition issues, and massive investment in telecommunications infrastructure teamed to create double-digit tech employment growth through much of the second half of that decade.

But although the overall job market continued to worsen in the second and third quarters, employment in the IT sector is not nearly as bleak. In fact, according to the National Association of Computer Consultant Businesses, IT employment is on the rise.

This year, businesses have added close to 90,000 IT professionals in theiremploy - a gain that is in contrast to the job market as a whole, which had lost a total of 463,000 jobs by the end of June. What's more, in June the number of IT professionals employed in the U.S. reached an all-time high of close to 4 million.

According to a number of survey, including the one published by Janco Associates, wages in the Inormation Technology sector are holding steady. The latest Yoh Index of Technology Wages found that pay remained stable throughout June and even finished up slightly (0.29%) from June of last year.

The economy's current struggles are different from those before the dot com bubble, when overvalued tech stocks caused the bubble to burst, sending many technology companies, and the economy, tumbling. This time, the slowdown was sparked by the subprime mortgage crisis, putting contractors and real estate moguls, not Information Technology professionals, at greatest risk.  However if IT professionals in the financial services sector in the New York area are excluded from that comment.

Second, there are certain skills that a business simply cannot live without, skills that no recession or economic downturn can eliminate the need for. In fact, in many cases, the workers who possess such skills become even more valuable during an economic slump or recession, because they are integral to keeping the company afloat and moving forward.

Regardless of the status of the economy, there will always be a demand for Information Technology professionals involved in R&D or product development, since they create or enhance a company's product line.

- more info
 
 
Defining a Good Password Policy as Part of a Security Policy -

Setting Password PolicyA good security policy requires the definition of a password policy for all users.   A weak policy is insecure, but an overly stringent policy results in users breaking the rules - by writing down or sharing passwords or storing them in an unprotected computer file.  It has been found that over 20% of all Smartphones have lists that contain unencrypted passwords.

Basic policy requires a combination of letters, numbers, and symbols that cannot be found in a dictionary.  A password should be at least six characters long and should not have any personal information such as the userÂ’s name, childÂ’s name, occupation, telephone number, address or birth date.  Use a mixture of capital and lower-case letters to make a password even more difficult to guess.

Users should change their passwords regularly - once every three months at a minimum.

The main benefit of implementing a strong password policy is that it avoids the start-up and implementation cost of some of the other solutions. It may increase help desk costs and user frustration and result in lost productivity.

To implement a strong password policy, a company must research techniques, establish a policy, train its employees, and adjust their authentication processes or systems to reflect the harder password requirements.

There are many potential downsides. Many studies show that employees cannot or refuse to remember multiple passwords, and take shortcuts which create a less secure environment.

- more info
 
 
Budgeting for Disaster Planning -

Disaster PlanningMany organizations allocate as much as 80 percent of their disaster recovery budget to safeguard only their most business-critical applications - usually as little as 20 percent of the total IT budget. A recovery budget allocated along these lines leaves the remaining 80 percent of applications under-protected should the business experience a failure or catastrophic site disaster. While the loss of any one of these non-critical applications, which comprise the majority of an organizationÂ’s IT enterprise, may not bring the business grinding to a halt, the loss would nonetheless impact business and employee productivity and cost the organization time and money.

There is a fine line between downtime being merely a minor inconvenience to internal users and resulting in lost opportunities. When a system is down, business and employee productivity suffers. An internal failure, for instance, may impede the ability of a technology company to prepare proposals or respond to customer queries. If repeated outages prevent employees from accessing corporate systems or completing tasks, the long-term negative effects can be significant. If applications are worth running in the first place, they also are worth protecting.

Charged with the task of extending disaster recovery capabilities to cover a broader spectrum of applications in the enterprise, IT departments are beginning to explore new disaster recovery alternatives. An emerging trend is for organizations to leverage server virtualization to achieve disaster recovery capabilities. Once confined to use primarily in software development, test and server consolidation scenarios, server virtualization and supporting technologies can afford significant cost and performance advantages over conventional recovery options.

- more info
 
 
Network Event Viewer is Right On Target -

Network Event ViewerMonitoring system metrics (such as CPU, memory, and disk) are important - but these metrics do not provide adequate information to truly understand whether actual users or applications are experiencing performance problems. What is needed is a way to monitor interaction of these components.  That is where Network Event Viewer is right on target.

IT Internet Metrics

 Trying to add up individual system performance metrics to understand actual application or end user performance does not work either. Due to advances in hardware reliability and performance as well as architecture, the causes of most performance problems today are usually problems with application components, as opposed to individual pieces of hardware. As a result, system monitoring alone, while still critical, will not provide an accurate or complete picture of true application performance. True end user focused monitoring is critical and is an essential piece of todayÂ’s monitoring strategy.

- more info
 
 

© 1999 - 2008 Janco Associates, Inc. - ALL RIGHTS RESERVED -- Revised: 05/26/08.