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The Enterprise Operations Management Handbook provides the expert advice and guidance of hundreds of leading computing practitioners and consultants. Covering all major areas of enterprise operations management, this edition provides essential information for managing a modern, evolving data center. Topics include business issues, technology issues, and operational issues. This current, practical reference also reviews such critical areas as strategic planning, data center management, data center controls, systems planning, network technology, contingency planning, human resource planning, desktop computing, and future directions. The Enterprise Operations Management Handbook serves as an invaluable tool for designing, building, and maintaining a high-performance, service-oriented data center.

Covering all major areas of enterprise operations management, the second edition provides essential information for managing a modern, evolving data center.

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CONTENTS

INTRODUCTION = 1

SECTION Ⅰ IT MANAGEMENT = 5

 1 Strategic Planning： Business and Technology Issues / Layne C. Bradley = 7

 2 The Corporate Information and Communications Hierarchy： Technological Management in Modern Enterprises / Thomas A. Browdy = 17

 3 Developing People Skills： A New I／T Priority / Greg Scileppi = 35

 4 Professional Consulting： The Analysis Methodology / Charles V. Breakfield ; Roxanne E. Burkey = 43

 5 Pricing Methods Across Linked Networks / Keith A. Jones = 55

 6 Enterprise Modeling for Strategic Support / Michael E. Whitman ; Michael L. Gibson = 65

SECTION Ⅱ DATA CENTER MANAGEMENT = 81

 7 Reverting to Centralized Data Center Management / C. Warren Axelrod = 83

 8 Acquiring and Using a UPS System / Gillbert Held = 93

 9 Providing Quality Information Services to the Customer / Joe R. Briones = 101

 10 Evaluating a Job Scheduler in the Open Systems Arena / Randy Keck = 113

 11 Help Desk Technology / Nathan J. Muller = 123

 12 Call Center Computer Telephony Integration： A Case Study / Charles V. Breakfield ; Roxanne E. Burkey = 131

SECTION Ⅲ APPLICATION INFRASTRUCTURE AND OPERATIONS = 141

 13 Maintaining Data in Mainframe and Network Environments / Roxanne E. Burkey = 143

 14 Managing Data Storage and Distribution / Roxanne E. Burkey = 151

 15 The Data Center Manager's Guide to Networked Imaging Systems / Nathan J. Muller = 159

 16 Collaborative Applications / S. Ann Earon = 177

 17 Supporting Legacy Systems / Nancy Blumenstalk Mingus = 183

 18 Client／Server Architecture and Implementation / Nathan J. Muller = 189

SECTION Ⅳ ENTERPRISE NETWORK MANAGEMENT = 207

 19 TCP／IP Network Management： A Case Study / Vishal Desai = 209

 20 Trends in Data Communications Services / Nathan J. Muller = 219

 21 The Emerging Advantage of xDSL Technology / Andres Liana, Jr. = 231

 22 LAN Printing Techniques / Gilbert Held = 241

 23 Preparing for Cable Modems / Gilbert Held = 249

 24 LAN­WAN Interconnection Requirements and Implementation Considerations / Duane E. Sharp = 257

 25 Enterprise Deployment： Building an IP PBX Telephony Network / John Fiske = 269

SECTION Ⅴ DESKTOP COMPUTING = 277

 26 A Quick Overview of LINUX / Raj Rajagopal = 279

 27 Evaluating the Performance of NT­Based Systems / Gilbert Held = 287

 28 Configuring TCP／IP on a Windows NT Workstation / Gilbert Held = 295

 29 More Productive User Interfaces / Paul Nisenbaum ; Robert E. Umbaugh = 305

 30 Creating GUIs Users Can Use： Usability Analysis / Luke Hohmann = 317

 31 Building GUIs Users Can Use： Usability Development / Luke Hohmann = 331

SECTION Ⅵ EQUIPMENT ASSET MANAGEMENT = 339

 32 Reducing the Cost of PC Connectivity / Salvatore Salamone = 343

 33 Evaluating Equipment： A Methodology for Success / Gilbert Held = 353

 34 Understanding the Desktop Management Interface / Gilbert Held = 361

 35 Managing the IT Procurement Process / Robert L. Heckman = 367

 36 An IT Asset Management Toolkit / Martin F. Medeiros Ⅱ = 385

 37 How to Do Better Deals in Leasing / Joe Auer = 393

SECTION Ⅶ CUSTOMER SUPPORT OPERATIONS = 399

 38 Managing the User Interface / Ann S. Angel = 401

 39 Managing End­User Development / John Windsor ; Leon A. Kappelman ; Carl Stephen Guynes = 409

 40 Helping Users Help Themselves / James A. Larson ; Carol L. Larson = 417

 41 The Consultative Approach to Client Support / Kate Nasser = 425

 42 End­User Computing Control Guidelines / Ron Hale = 437

 43 Reviewing End­User Applications / Steven M. Williford = 449

SECTION Ⅷ QUALITY CONTROL AND COMPUTER SECURITY = 469

 44 The Basics of Computer System and Data Network Security / C. Warren Axelrod = 473

 45 Achieving Quality in Data Center Operations / Jeff Murrell = 487

 46 Evaluating Platform Reliability and Measuring Its Dollar Value / Chris Rooke = 497

 47 Understanding the Virus Threat / Gilbert Held = 507

 48 E­mail Security and Privacy / Stewart S. Miller = 517

 49 Internet Security and Firewall Policies / William Hugh Murray = 525

 50 Improving Quality With Software Metrics / Ian S. Hayes = 545

SECTION Ⅸ CONTINGENCY PLANNING = 569

 51 Introduction to Data Center Recovery Planning / Edward S. Devlin ; Cole H. Emerson ; Leo A. Wrobel, Jr. = 573

 52 Developing a Data Center Recovery Plan： Part Ⅰ / Edward S. Devlin ; Cole H. Emerson ; Leo A. Wrobel, Jr. = 583

 53 Developing a Data Center Recovery Plan： Part Ⅱ / Edward S. Devlin ; Cole H. Emerson ; Leo A. Wrobel, Jr. = 599

 54 Integrating LANs Into the Disaster Recovery Plan / Gilbert Held = 611

 55 The Legal Issues of Disaster Recovery Planning / Tari Schreider = 619

 56 Using Televaulting and Hot and Cold Sites for Disaster Recovery / Gilbert Held = 625

 57 Data Processing and Communications Security During Recovery and Repair / C. Warren Axelrod = 631

ABOUT THE EDITOR = 641

INDEX = 643