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Osborne: The Information Technology Professionalís Guide

CH 1: The many faces of IT:

Responsibilities of IT Specialists:

Keeping Servers Running.

User Account Administration.

Troubleshooting Master.

Doing Detective Work.

Repairing Systems.

Setting up Desktop Hardware

Programming.

Providing Technical Support.

Documentation Librarian.

Documentation Creator.

In-House Consultant.

Purchasing.

Security Guard.

Retiring Old Systems.

Coordinating Moves and Relocations.

Combining Forces after Mergers and Acquisitions.

Working with customers.

Training Users.

Looking out for New Opportunities.

Managing IT Departments.

What Comes Next.

 

CH 8: Exploring IT Skills:

The Need for Building Skills.

Professional Licensing and Organizations.

Vendor certification:

Microsoft,

Novell,

Cisco,

CompTIA,

Other.

Traditional Academic Programs:

Computer Science Degrees.

Business Degrees.

Engineering Degrees.

Non Computer Degrees.

Associate Degrees.

Judging Academic Programs.

Non Academic Learning.

User Groups.

Informal Training.

Books.

Magazines.

Web Zines and Independent Sites.

NewsPapers.

Trade Shows.

CH 2: Maximizing your Infrastructure:

Maximizing your Entire Networking.

What Users Demand from the Entire Network.

Understand your Hardware.

Start with Reliable Hardware.

Data Archiving.

Secure your Data.

Hubs, Switches and Routers.

Install Quality Cabling.

Get HOT SWAP Components.

Install Adequate Power Protection.

Use HVAC for Comfortable Computers.

Make Systems Flexible.

Making Entire Network easier to Support.

Limit Variety of Equipment Installed.

Building up Speed.

Elegant Tweaking.

Brute Force Enhancements.

CH 9: Winning at the Purchasing Game.

Everything IT Buys.

Hardware.

Software.

Services.

Consultants.

Infrastructure Support.

TYPES of VENDORS:

Direct Sales.

Vertical Marketers.

Traditional Computer Stores.

Superstores.

Office Supply Stores.

Independent Computer Sellers.

Building it Yourself.

Rating Your Sellers.

Negotiating a Price.

Planning IT Purchasing.

CH 3: Understanding the Users you support.

What types of users are there?

The click-o-Holic

The click-o-Phobe.

The Dare Devil.

The Demander.

The Power User.

The big Bosses and their Minions.

Special Users Roles.

Understanding User Relationships

See How Data gets Shared.

Place Users into Groups.

A Userís Bill of Rights.

Handle Problems in a quick and Timely Manner.

Remember-Break and Fix is only half the job.

Always treat Users with Respect.

Listen carefully to complaints.

Carefully consider all Suggestions.

Never close call until USER Happy.

Explain to User what Occurred.

Respect other people deadlines.

Broadcast all disruptive repairs or service well in ADVANCE.

Provide Alternative Solutions.

 

CH 10: Surviving the Tech Support Nightmare.

Do all The Right Things First.

Read the Full Manual.

Donít Automatically Install Anything Ever.

Print out All Read me and Release notes.

Scan Vendor Web Sites.

Send a letter to KEY Vendors.

What Every Vendor Wants to Know.

Telephone Support.

Keep a phone LOG.

When Support Fails.

Technical Support Answers are not always Right.

Support From Suppliers.

Systems Engineers.

Internet Based Support.

Vendor Web Sites.

Independent Web Sites.

WebRing.

NewsGroups.

List Servers.

Other Support Systems:

Bulletin Boards systems.

FaxBack Services.

Non Internet Online Services.

Technology Publications.

Radio and Television.

 

CH 4. Formal Support Structures:

Getting New Hires Started.

Setting up a Buddy System.

Documenting Procedures.

Working With HR Department.

Documentation for Users.

Help Desk:

Attitude.

The Check Back.

Escalation.

Outsourcing.

Feedback.

Training:

Economic Benefits.

Gains in Abilities.

The Many Faces of Training.

 

 

 

 

CH 11: System Security, Inventory and Repairs.

Security:

Levels of Access.

Physical Security.

Passwords.

Account Access Limits.

Monitoring Account Activity.

Data Encryption.

Guarding Your Backups.

Virus Attacks and Harmful Programs.

Types of Pernicious Programs.

Virus Protection.

Hackers.

Protecting your Networks.

User Errors.

Putting things on a High Shelf.

Inventory.

What to Track.

Tracking Software.

Repair Facilities.

Service Centers.

Parts.

Hot Spares.

Crash Carts.

Cleaning Equipment.

 

CH 5: Individualized Client Support Strategies:

Strategies for Client Support.

Making your Presence Felt.

Special Challenges of a Hostile Environment.

Common Computer Problems.

Check Status Lights.

Pinging.

Printing.

Where are my Files.

My System keeps Crashing.

 

CH 12: Project Management:

Defining a new Project.

Saving Money.

Technology is the only way.

User Generated Tasks.

IT Created Projects.

Project Size.

Keeping Focus Clear.

Setting Reasonable Goals.

Set Timetables and Control Costs.

Limit Number of Project Planners.

Upgrading vs. Starting ANEW.

The Project Plan.

Getting Everyone to Sign on to the PLAN.

Keeping Users Informed.

Providing Background Information.

Holding Meetings.

Test, TEST, TEST.

Leaving Yourself a Way OUT.

When to KILL a PROJECT.

Excessive Costs.

It Just Doesnít WORK.

Current Technology is Inadequate.

When more Important Problems come UP.

Cutting Your Losses.

Project Management Tools.

Gantt Charts.

PERT Charts.

Flowcharts.

Project Management Software.

Low Tech Tools.

Learning more about Project Management.

Seminars.

Web Resources.

CH 6: Your Company and Technology:

Business Challenges for IT.

Data is a Resource and it Costs Money.

The Keys to Understanding Your Company.

Learning your Industry Vernacular.

How does Customer Communication take place.

Communication with Suppliers.

Working with Partners.

Tracking your Competitors.

Understanding your Company Personality.

Does size of Company Matter.

Legal and Contractual Obligations.

The Companyís AGE and History.

Corporate Executive Attitudes.

IS specialists as Consultants.

IT Consulting and Project Management.

Composing a Mission Statement for IT.

Defining Priorities.

Learn to FIND PROBLEMS.

 

CH 13: Things Learned along Way.

Building Management.

Electrical Systems.

UPS.

HVAC.

Fire Protection.

Furnishings.

Space Allocation.

Human Relationships.

You Donít Know Everything.

You Will Be Wrong Sometimes.

Computer Cartoons.

Beating Stress with Humor.

CH 7: IT Department Structure and Management:

IT Department Structure.

Company Size and IT department Structure.

The ONE MAN BAND.

IT People.

Winning the Hiring Game.

Hiring Practices.

 

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