Harrisburg UniversityHomework # 1 (100-Points)ISEM547
IT Manager & Managing Technical Teams
Read Chapter 1 & 2 in course text and review Module 1 lecture notes. Provide a thoughtful and comprehensive response to each of the questions below. Upload homework assignment using the link provided in Canvas on or before the scheduled due date.
1. In table format, define each of the five leadership styles, range high or low relative to directive and supportive behaviors, and key characteristics of each type.
Leadership Style
(High/Low) Supportive – (High/Low) Directive
Characteristics
Delegating
Supporting
Coaching
Directing
Situational
2. Briefly explain how IT Managers have to manage in four directions?
3. List and describe in sufficient detail twelve things an IT managers does?
4. List and describe in sufficient detail five successful attributes and core activites associated with an IT managers?
5. List and describe in sufficient detail five key considerations for managing technical teams?
6. What approach should an IT manager take when dealing with disputes, disagreements, or opposition between teams or individuals?
7. How does understanding individual personality types and communication styles aid the IT manager?
8. Why is having a high degree of emotional and cultural intelligence important attributes for an IT manager?
2
IT Manager’s Handbook
Third Edition
This page intentionally left blank
IT Manager’s Handbook
Getting your new job done
Third Edition
Bill Holtsnider
Brian D. Jaffe
AMSTERDAM • BOSTON • HEIDELBERG • LONDON
NEW YORK • OXFORD • PARIS • SAN DIEGO
SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO
Morgan Kaufmann is an imprint of Elsevier
Acquiring Editor: Andrea Dierna
Development Editor: Robyn Day
Project Manager: Jessica Vaughan
Designer: Joanne Blank
Morgan Kaufmann is an imprint of Elsevier
225 Wyman Street, Waltham, MA 02451, USA
# 2012 William Holtsnider & Brian D. Jaffe. Published by Elsevier, Inc. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording, or any information storage and retrieval system, without
permission in writing from the publisher. Details on how to seek permission, further information about the
Publisher’s permissions policies and our arrangements with organizations such as the Copyright Clearance
Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions.
This book and the individual contributions contained in it are protected under copyright by the Publisher (other
than as may be noted herein).
Notices
Knowledge and best practice in this field are constantly changing. As new research and experience broaden
our understanding, changes in research methods or professional practices, may become necessary. Practitioners
and researchers must always rely on their ow ...
1. Harrisburg UniversityHomework # 1 (100-Points)ISEM547
IT Manager & Managing Technical Teams
Read Chapter 1 & 2 in course text and review Module 1 lecture
notes. Provide a thoughtful and comprehensive response to
each of the questions below. Upload homework assignment
using the link provided in Canvas on or before the scheduled
due date.
1. In table format, define each of the five leadership styles,
range high or low relative to directive and supportive behaviors,
and key characteristics of each type.
Leadership Style
(High/Low) Supportive – (High/Low) Directive
Characteristics
Delegating
Supporting
Coaching
2. Directing
Situational
2. Briefly explain how IT Managers have to manage in four
directions?
3. List and describe in sufficient detail twelve things an IT
managers does?
4. List and describe in sufficient detail five successful attributes
and core activites associated with an IT managers?
5. List and describe in sufficient detail five key considerations
3. for managing technical teams?
6. What approach should an IT manager take when dealing with
disputes, disagreements, or opposition between teams or
individuals?
7. How does understanding individual personality types and
communication styles aid the IT manager?
8. Why is having a high degree of emotional and cultural
intelligence important attributes for an IT manager?
2
IT Manager’s Handbook
Third Edition
This page intentionally left blank
4. IT Manager’s Handbook
Getting your new job done
Third Edition
Bill Holtsnider
Brian D. Jaffe
AMSTERDAM • BOSTON • HEIDELBERG • LONDON
NEW YORK • OXFORD • PARIS • SAN DIEGO
SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO
Morgan Kaufmann is an imprint of Elsevier
Acquiring Editor: Andrea Dierna
Development Editor: Robyn Day
Project Manager: Jessica Vaughan
Designer: Joanne Blank
Morgan Kaufmann is an imprint of Elsevier
225 Wyman Street, Waltham, MA 02451, USA
# 2012 William Holtsnider & Brian D. Jaffe. Published by
Elsevier, Inc. All rights reserved.
No part of this publication may be reproduced or transmitted in
any form or by any means, electronic or
5. mechanical, including photocopying, recording, or any
information storage and retrieval system, without
permission in writing from the publisher. Details on how to seek
permission, further information about the
Publisher’s permissions policies and our arrangements with
organizations such as the Copyright Clearance
Center and the Copyright Licensing Agency, can be found at our
website: www.elsevier.com/permissions.
This book and the individual contributions contained in it are
protected under copyright by the Publisher (other
than as may be noted herein).
Notices
Knowledge and best practice in this field are constantly
changing. As new research and experience broaden
our understanding, changes in research methods or professional
practices, may become necessary. Practitioners
and researchers must always rely on their own experience and
knowledge in evaluating and using any
information or methods described herein. In using such
information or methods they should be mindful of their
own safety and the safety of others, including parties for whom
they have a professional responsibility.
To the fullest extent of the law, neither the Publisher nor the
authors, contributors, or editors, assume any liability
6. for any injury and/or damage to persons or property as a matter
of products liability, negligence or otherwise, or
from any use or operation of any methods, products,
instructions, or ideas contained in the material herein.
Library of Congress Cataloging-in-Publication Data
Holtsnider, Bill, 1956-
It manager’s handbook : getting your new job done / Bill
Holtsnider, Brian D. Jaffe. – 3rd ed.
p. cm.
Summary: “This book provides a practical reference that you
will return to again and again in an ever-
changing corporate environment where the demands on IT
continue to increase. Make your first 100 days really
count with the fundamental principles and core concepts critical
to your success as a new IT Manager outlined
in this valuable resource. The book also discusses how to work
with your customers, manage your budget,
develop an overall IT strategy and demonstrate the value of IT
to the company”– Provided by publisher.
ISBN 978-0-12-415949-5 (pbk.)
1. Industrial management–Data processing. 2. Management
information systems. I. Jaffe, Brian D. II. Title.
7. HD30.2.H657 2012
004.068–dc23
2011044174
British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British
Library.
ISBN: 978-0-12-415949-5
Printed in the United States of America
12 13 14 15 16 10 9 8 7 6 5 4 3 2 1
For information on all MK publications visit our website at
www.mkp.com
http://www.elsevier.com/permissions
http://www.mkp.com
For M & D
—B.H.
For Jenine
—B.D.J.
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About the Authors
8. Bill Holtsnider is an experienced writer, educator, and software
professional with more than 27 years
of experience working in the computer industry. His IT
expertise includes working in such diverse
areas as stock portfolio management, identity management, Web
analytics, and software develop-
ment. He is the author of six books and a wide range of
technical and marketing documentation.
Brian D. Jaffe is an IT professional who has worked for several
Fortune 500 companies including
Bristol-Myers Squibb, Time Warner, Philip Morris, and The
Interpublic Group of Companies. Cur-
rently he is Senior Vice President for Global IT at McCann
Worldgroup in New York City, one of
the country’s leading advertising agencies. His articles have
appeared in Computerworld, InfoWorld,
eWeek, and The New York Times, and he is the editor of
Thanksgiving Tales: True Stories of the
Holiday in America.
vii
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Brief Table of Contents
9. About the Authors vii
Key Changes for This Edition xxi
Preface xxiii
CHAPTER 1 The Role of an IT Manager 1
CHAPTER 2 Managing Your IT Team 31
CHAPTER 3 Staffing Your IT Team 65
CHAPTER 4 Project Management 103
CHAPTER 5 Software, Operating Systems, and Enterprise
Applications 135
CHAPTER 6 Managing the Money 161
CHAPTER 7 Getting Started with the Technical Environment
189
CHAPTER 8 Security and Compliance 205
CHAPTER 9 Disaster Recovery 247
CHAPTER 10 Working with Users 263
CHAPTER 11 Connectivity: Social Media, Handhelds, and More
287
Glossary 305
Index 317
ix
10. This page intentionally left blank
Contents
About the Authors
...............................................................................................
................................ vii
Brief Table of
Contents..................................................................................
...................................... ix
Key Changes for This
Edition....................................................................................
........................ xxi
Preface
...............................................................................................
...............................................xxiii
CHAPTER 1 The Role of an IT
Manager............................................................................... 1
1.1 Just What Does an IT Manager
Do?.......................................................................... 2
Why All That Change and Flexibility Is
Good.......................................................... 2
Why All That Change and Flexibility Is
Bad............................................................ 2
11. 1.2 Managers in
General...................................................................................
................ 3
Definition of a Manager
.............................................................................................
3
Styles of Management
...............................................................................................
. 3
Pros and Cons of Being a Manager: Reasons to Become a
Manager, and
Reasons Not to Become
One...................................................................................... 5
The Hidden Work of
Management............................................................................
. 6
Resentment toward Management
............................................................................... 7
Babysitting versus Managing
..................................................................................... 7
Politics...................................................................................
...................................... 7
Managing in Four
Directions...............................................................................
....... 7
1.3 The Strategic Value of the IT Department
12. ................................................................ 8
Application Development versus Technical
Operations............................................ 9
IT Department Goals
...............................................................................................
. 10
The Value of IT Managers
....................................................................................... 10
1.4 Developing an IT Strategy
....................................................................................... 10
Determine Who Your Team Members
Are.............................................................. 11
Determine How Important Technology Is to Your Organization
........................... 11
Determine Who Your Customers Are and What Their Needs
Are......................... 12
Keep Your Department Central to the Company’s
Operations............................... 12
1.5 Leadership versus Management
............................................................................... 13
1.6 Starting Your New Job
.............................................................................................
14
The First Day
...............................................................................................
13. ............. 14
Meeting the Staff
...............................................................................................
....... 14
A Few Ideas for What to Say to Break the
Ice........................................................ 15
Some
Don’ts.....................................................................................
......................... 15
One-on-One
Meetings.................................................................................
.............. 15
What to Say to Those Who Wanted Your Job and Didn’t Get It
........................... 16
Establish a Relationship with Your Manager and Your Peers
................................ 17
Learning the Landscape: Key Users and Key
Applications.................................... 18
xi
1.7 The First 100 Days
...............................................................................................
.... 20
No Organization Is
Perfect....................................................................................
14. ... 20
Quietly Advertising What You Bring to the Table
................................................. 21
Projects in Progress and Projects on the
Horizon.................................................... 22
Is the Status Quo Good Enough?
............................................................................. 23
People to Meet and Know
........................................................................................ 24
Quick Introductory
Meetings.................................................................................
... 24
Human Resource
Issues......................................................................................
...... 25
Budgeting...............................................................................
................................... 26
Making Those First
Decisions................................................................................
.. 26
1.8 Two IT Departments—What Happens If Your Company
Merges
with
Another?.................................................................................
........................... 27
15. CHAPTER 2 Managing Your IT
Team................................................................................. 31
2.1 Keeping Employees
Focused...................................................................................
. 32
Establish Priorities
...............................................................................................
..... 32
Communicate with Your Team
................................................................................ 32
Company Mission, Vision, and
Values.................................................................... 34
Be as Clear as Possible about Your Real
Priorities................................................. 35
Avoid Burnout in Your
Employees.......................................................................... 35
Make Your Employees Aware of the Dangers of Burnout
..................................... 36
Deal with the
Situation.................................................................................
............ 36
Managing Remote Workers (or Teleworkers)
......................................................... 37
2.2 Employee Training
...............................................................................................
.... 39
16. Cost
...............................................................................................
............................ 39
Need
...............................................................................................
........................... 39
Scheduling Demands
...............................................................................................
. 40
Employee
Morale....................................................................................
.................. 40
How Do You Know When Your Employees Need Training?
................................ 40
Certification
...............................................................................................
............... 41
What If the Employee Takes a Training Class and Then Uses
His New-Found
Skills to Find Another
Job?......................................................................................
41
Nontechnical Training
..............................................................................................
42
Maximizing the Value of
Training........................................................................... 42
17. 2.3 Employee
Performance............................................................................
................. 43
Performance Reviews
...............................................................................................
43
Key Areas of Evaluation
.......................................................................................... 44
Specific Evaluation Statements
................................................................................ 47
Guidelines for
Reviews..................................................................................
........... 48
Negative Reviews
...............................................................................................
...... 49
Have Employees Review Themselves
..................................................................... 50
360
Reviews..................................................................................
............................ 51
xii Contents
How to Conduct the Actual Review
Discussion...................................................... 52
18. Development Plans and
Goals.................................................................................. 52
Salary
Review....................................................................................
....................... 53
Disciplinary Problems and
Terminations................................................................. 54
2.4 Generational Issues at
Work.....................................................................................
57
Managing across
Generations.............................................................................
...... 58
CHAPTER 3 Staffing Your IT
Team....................................................................................
65
3.1 Why IT Managers Need to Deal with Hiring People
.............................................. 65
Human Resources Department’s Role
..................................................................... 66
Justifying a
Hire................................................................................... .....
................ 67
Start with Internal and External Referrals
............................................................... 68
Internal versus External Hires
19. .................................................................................. 68
Should You Hire a Full-Time Employee or a Consultant?
..................................... 70
3.2 Write a Position Description
.................................................................................... 74
Position Descriptions versus Contracts
.................................................................... 75
General
Requirements..........................................................................
..................... 75
Advertising
Options...................................................................................
............... 77
3.3 Recruiters
...............................................................................................
................... 79
Finding the Right
Recruiter.................................................................................
..... 81
3.4 Selecting
Candidates..............................................................................
................... 83
Reviewing
Résumés..................................................................................
................ 83
Telephone
20. Screening................................................................................
................. 84
At What Level Should I
Interview?......................................................................... 84
Narrowing Down the
List.........................................................................................
84
General Interview
Guidelines...............................................................................
.... 86
Prepare a List of Questions
...................................................................................... 87
Who Else Should Interview a Candidate?
............................................................... 88
Key Concepts for a Good Technical Interview
....................................................... 89
Rank
Criteria...................................................................................
.......................... 93
The Value of
Certification............................................................................
............ 94
Education
...............................................................................................
................... 95
Checking References
21. ...............................................................................................
. 97
Common Hiring
Mistakes.................................................................................
........ 98
Offering the Correct Salary for an IT
Position........................................................ 99
CHAPTER 4 Project Management
................................................................................... 103
4.1 Projects and Project Management: A Quick
Overview......................................... 104
Different Kinds of
Projects...................................................................................
.. 104
The Value of Project Management
........................................................................ 104
Five Key Phases to a
Project..................................................................................
104
Do You Have to Be a Certified Project Manager to Run a
Project? .................... 105
xiiiContents
The Project Management Institute (PMI)
.............................................................. 105
22. A Project Management
Office................................................................................
106
4.2 Phase One: Scope the
Project................................................................................ .
106
Clearly Define the Project’s Objective and Scope to Avoid
Scope Creep ........... 106
Department versus Company Objectives
............................................................... 107
Get Proper Sponsorship for the
Project.................................................................. 107
Identify the
Stakeholders............................................................................
............ 108
Identify the Constraints, Interdependencies, and
Risks......................................... 109
The Project
Charter....................................................................................
............. 110
Get Historical Perspective
...................................................................................... 11 0
4.3 Phase Two: Develop a Project Plan
....................................................................... 111
Three Critical Components to Any
Project............................................................ 111
23. Write the Project Plan with the Closeout Report in Mind
.................................... 112
Time Estimates
...............................................................................................
........ 112
Resources Required: Employees (Internal and External to
IT)............................. 113
Money
...............................................................................................
...................... 114
Roles and
Responsibilities.......................................................................
............... 115
Multiple
Projects...................................................................................
.................. 115
4.4 Phase Three: Launch the
Project............................................................................ 1 16
Range of Launch
Options...................................................................................
.... 116
Stage a Kick-Off Meeting
...................................................................................... 116
4.5 Phase Four: Track the Project’s Progress
.............................................................. 117
24. Microsoft Project
...............................................................................................
..... 117
Other Project Management
Tools........................................................................... 118
Gantt Charts and Time Lines
................................................................................. 118
PERT Charts and Critical Paths
............................................................................. 118
Project
Milestones...............................................................................
.................... 119
Updates to Management and the
Team.................................................................. 120
4.6 Phase Five: Close Out the
Project.......................................................................... 121
Writing a Closeout
Report.....................................................................................
. 121
4.7 Decision-Making
Techniques..............................................................................
... 122
Four Types of Decision-Making Methods
............................................................. 122
4.8 What to Do If/When the Project Gets Off
Track................................................... 123
25. Some Issues out of Your
Control........................................................................... 124
When a Project Gets behind
Schedule................................................................... 124
Your Project Is Costing More Than
Expected....................................................... 125
4.9 Useful Project Management
Techniques................................................................ 126
Project Teams
...............................................................................................
.......... 126
Create a War Room
...............................................................................................
. 126
Formalized Project
Frameworks.............................................................................
127
xiv Contents
Participate in the Project Yourself
......................................................................... 127
Offer Project Perks
...............................................................................................
.. 127
26. Give Your Project a Code
Name............................................................................ 127
Productive Project
Meetings.................................................................................
.. 128
4.10 Funding Projects
...............................................................................................
...... 130
Estimating Costs: Go
High.....................................................................................
130
Projects Always Cost More Than Estimated
......................................................... 131
Exactly Who Is Going to Pay for It?
..................................................................... 131
Justifying the
Costs......................................................................................
........... 132
4.11 Multiple Projects: How to Juggle Them Well
....................................................... 132
You Will Have Multiple
Projects........................................................................... 132
4.12 Dealing with Non-IT Departments on a
Project.................................................... 133
Motivating Employees outside of Your
Department............................................. 133
27. Who Is in
Charge?...................................................................................
............... 133
CHAPTER 5 Software, Operating Systems, and Enterprise
Applications ............................. 135
5.1 Types of
Software.................................................................................
.................. 135
5.2 Operating Systems
...............................................................................................
... 137
Windows
...............................................................................................
.................. 137
Mac........................................................................................
.................................. 137
Unix Variants and Linux
........................................................................................ 138
Choosing an Operating System
.............................................................................. 138
Multiple Operating Systems
................................................................................... 139
5.3 Open
Source....................................................................................
........................ 141
Definition
28. ...............................................................................................
................. 141
Cost
...............................................................................................
.......................... 142
5.4 Managing
Software.................................................................................
................ 142
Total Cost of Ownership
(TCO)............................................................................. 142
Software Management Techniques
........................................................................ 142
Software Licensing
...............................................................................................
.. 144
Licensing
Issues......................................................................................
................ 145
5.5 Cloud
Computing..............................................................................
...................... 148
The Many Flavors of Cloud
Computing................................................................ 148
Private versus Public
Cloud....................................................................................
149
29. Considerations When Moving to the
Cloud........................................................... 150
5.6 Enterprise
Applications............................................................................
............... 152
E-
mail........................................................................................
.............................. 152
Managing E-mail
...............................................................................................
..... 153
Unified
Messaging...............................................................................
................... 155
Directory
Services..................................................................................
................. 156
xvContents
5.7 Enterprise Resource Planning (ERP)
..................................................................... 157
The Value of ERP
Software.................................................................................
.. 157
General ERP Implementation
Issues...................................................................... 157
30. Costs of Implementing ERP
................................................................................... 158
Major Changes
Required.................................................................................
....... 158
It Isn’t Only IT’s Decision
..................................................................................... 158
Disadvantages to
ERP........................................................................................
..... 159
CHAPTER 6 Managing the
Money........................................................................ ...........
161
6.1 The Budgeting Process
...........................................................................................
161
Possible Budget
Items......................................................................................
....... 162
Chargebacks—Who Really
Pays?.......................................................................... 164
Reviewers for Your
Budget....................................................................................
164
Estimating (and Overestimating) Your Numbers
.................................................. 165
31. Getting Approval and Defending Your Budget
..................................................... 165
During the Year: Tracking and Revising Your
Budget......................................... 166
6.2 The Difference between Capital Expenditures and Operating
Expense
Items......................................................................................
................... 167
Capital Expenditure
Details....................................................................................
167
Check with Your Company’s Policies
................................................................... 168
Gray Areas
...............................................................................................
............... 168
6.3 Lease versus Buy: Which One Is Better?
.............................................................. 168
Leasing...................................................................................
................................. 169
Who Makes This
Decision?................................................................................
.... 170
6.4 Other Budgeting Factors to
Consider..................................................................... 170
32. Growth of Your Department’s Workload
.............................................................. 170
Technological Change
............................................................................................
171
Staff.......................................................................................
.................................. 171
Software Maintenance
............................................................................................
171
Hardware
Maintenance............................................................................
............... 172
6.5 Managing
Vendors..................................................................................
................ 173
Establish a
Relationship............................................................................
.............. 173
Help Your
Vendors..................................................................................
............... 174
Request for Proposals
.............................................................................................
174
Get Multiple Bids
...............................................................................................
33. .... 175
Set Up a
Trial.......................................................................................
................... 175
Reviewing Contracts with
Vendors........................................................................ 175
Evaluating
Alternatives.............................................................................
.............. 176
Set Up a Matrix
...............................................................................................
....... 177
6.6 Managing the Money during Difficult
Times........................................................ 179
xvi Contents
Managing Costs
...............................................................................................
....... 179
Leverage IT for Increased Business Value
............................................................ 180
Demonstrating
Leadership..............................................................................
........ 181
6.7 Outsourcing and Offshoring
34. ................................................................................... 182
Offshore Outsourcing
Overview.............................................................................
182
Which Functions to
Outsource...............................................................................
184
Does Outsourcing Make
Sense?............................................................................. 184
CHAPTER 7 Getting Started with the Technical Environment
............................................ 189
7.1 The Technical Environment
................................................................................... 189
What Do We Have
Here?......................................................................................
. 189
Define Your Scope
...............................................................................................
.. 190
The Elements
...............................................................................................
........... 190
Tools for Tracking the Technical
Environment..................................................... 194
The Value of Good Infrastructure Documentation
................................................ 195
35. What You May
Find........................................................................................
....... 196
7.2 Understanding the User Environment
.................................................................... 196
7.3 TCO and Asset Management: What Are
They?.................................................... 196
Total Cost of Ownership
........................................................................................ 197
Asset
Management............................................................................
...................... 198
7.4
Standards................................................................................
................................. 199
Issues That Users Care About
................................................................................ 199
Issues That IT Cares
About....................................................................................
200
Standards for IT
...............................................................................................
....... 201
7.5 Technology
Refreshing...............................................................................
............ 201
36. CHAPTER 8 Security and
Compliance.............................................................................
205
8.1 How We Got
Here........................................................................................
.......... 206
Get Perspective
...............................................................................................
........ 206
Computer Security Themes
.................................................................................... 207
8.2 Managing
Security..................................................................................
................ 209
Action 1: Evaluate Your Environment’s Needs, Exposures, and
Defenses.......... 209
Action 2: Get Upper Level Management Buy-In
.................................................. 212
Action 3: Mitigate the
Risks...................................................................................
212
Action 4: Work with Users to Make Everyone More Secure
............................... 213
Action 5: Remember That Security Is an Ongoing
Process.................................. 214
8.3 Security
37. Solution
s and Technologies
..................................................................... 214
Tracking and Controlling
Access........................................................................... 214
Authentication.........................................................................
................................ 219
Security
Defenses.................................................................................
................... 220
Security Incident Response
.................................................................................... 223
xviiContents
8.4 Types of Threats
41. Data Protection Directive (European
Union)......................................................... 234
8.7 How to Comply with the
Rules.............................................................................. 234
Document the
Policies...................................................................................
......... 235
Identify Control Mechanisms
................................................................................. 236
Educate
Employees...............................................................................
.................. 236
Maintain Evidence
...............................................................................................
... 236
8.8 Hidden Benefits of Compliance
............................................................................. 237
The Hidden Benefit of
42. Documentation.................................................................. 237
The Hidden Benefit of Control
Mechanisms......................................................... 237
The Hidden Benefit of Educating Your
Employees.............................................. 237
Hidden Benefits of Maintaining
Evidence............................................................. 238
8.9 Methodologies and
Frameworks.............................................................................
238
IT Governance
...............................................................................................
......... 238
Committee of Sponsoring Organizations
(COSO)................................................. 239
Control Objectives for Information and Related Technology
(COBIT) ............... 239
43. IT Infrastructure Library (ITIL)
............................................................................. 240
Capability Maturity Model Integration (CMMI)
................................................... 240
International Organization for Standards (ISO
9000)............................................ 240
Six
Sigma.....................................................................................
........................... 241
xviii Contents
8.10 It’s Not Just Regulatory Compliance
..................................................................... 242
Electronic
Discovery................................................................................
............... 242
Information and Records Retention
44. ....................................................................... 242
Working with
Auditors..................................................................................
......... 242
Disaster Recovery and Business Continuity
.......................................................... 243
Definition of Policies and
Procedures.................................................................... 243
Outsourcing.............................................................................
................................ 244
CHAPTER 9 Disaster Recovery
....................................................................................... 247
9.1 Defining the Scope
...............................................................................................
.. 248
Key
Questions................................................................................
......................... 248
45. Recovery Time and Recover Point Objectives
...................................................... 249
Disaster Recovery
Committee...............................................................................
. 249
Application
Assessment.............................................................................
............. 250
The Value of Your
Data........................................................................................
. 252
9.2 Creating a Disaster Recovery
Plan......................................................................... 253
Communication
Plan........................................................................................
....... 253
Documentation........................................................................
................................ 254
46. Real Estate and IT Facilities
.................................................................................. 254
Off-Site Storage of
Data........................................................................................
. 256
Hardware
Availability.............................................................................
................ 257
Regular Updating and
Testing................................................................................
257
After the
Disaster..................................................................................
.................. 259
Regional and Catastrophic
Disasters...................................................................... 259
The ACT
Model.....................................................................................
................. 259
47. 9.3 A Word about Incident Response, Business Continuity,
and Disaster Recovery
............................................................................................
260
9.4 The Hidden Benefits of Good Disaster Recovery
Planning.................................. 261
CHAPTER 10 Working with
Users.....................................................................................
263
10.1 Relationships with Users
........................................................................................ 263
Who Are Your Users?
............................................................................................
264
Find Out Who Your Department Thinks Its Users
Are......................................... 264
Find Out Who Your Boss Thinks Your Users
Are................................................ 265
48. Meet the Users
...............................................................................................
......... 265
Being Available and Reachable
............................................................................. 266
Sharing
Information.............................................................................
................... 266
Collecting
Information.............................................................................
............... 267
Proactive