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Enterprise Operations Management Handbook, Second Edition
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Table of Contents

Introduction Section I IT Management Strategic Planning: Business and Technology Issues by Layne C. Bradley The Corporate Information and Communications Hierarchy by Thomas A. Browdy Developing People Skills: A New IT Priority by Greg Scileppi Professional Consulting: The Analysis Methodology by Charles V. Breakfield and Roxanne E. Burkey Pricing Methods Across Linked Networks by Keith A. Jones Enterprise Modeling for Strategic Support by Michael E. Whitman and Michael L. Gibson Section II Data Center Management Reverting to Centralized Data Center Management by C. Warren Axelrod Acquiring and Using a UPS System by Gilbert Held Providing Quality Information Services to the Customer by Joe R. Briones Evaluating a Job Scheduler in the Open Systems Arena by Randy Keck Help Desk Technology by Nathan J. Muller Call Center Computer Telephony Integration: A Case Study by Charles V. Breakfield and Roxanne E. Burkey Section III Application Infrastructure and Operations Maintaining Data in Mainframe and Network Environments by Roxanne E. Burkey Managing Data Storage and Distribution by Roxanne E. Burkey The Data Center Manager's Guide to Networked Imaging Systems by Nathan J. Muller Collaborative Applications by S. Ann Earon Supporting Legacy Systems by Nancy Blumenstalk Mingus Client/Server Architecture and Implementation by Nathan J. Muller Section IV Enterprise Network Management TCP/IP Network Management: A Case Study by Vishal Desai Trends in Data Communications Services by Nathan J. Muller The Emerging Advantage of xDSL Technology by Andres Llana, Jr. LAN Printing Techniques by Gilbert Held Preparing for Cable Modems by Gilbert Held LAN-WAN Interconnection Requirements and Implementation Considerations by Duane E. Sharp Enterprise Deployment: Building an IP PBX Telephony Network by John Fiske Section V Desktop Computing A Quick Overview of LINUX by Raj Rajagopal Security and Resource Sharing in an NT Environment by Gilbert Held Configuring TCP/IP on a Windows NT Workstation by Gilbert Held More Productive User Interfaces by Paul Nisenbaum and Robert E. Umbaugh Creating GUIs Users Can Use: Usability Analysis by Luke Hohmann Building GUIs Users Can Use: Usability Development by Luke Hohmann Section VI Equipment Asset Management Reducing the Cost of PC Connectivity by Salvatore Salamone Evaluating Equipment: A Methodology for Success by Gilbert Held Understanding the Desktop Management Interface by Gilbert Held Managing the IT Procurement Process by Robert L. Heckman An IT Asset Management Toolkit by Martin F. Medeiros How to Do Better Deals in Leasing by Joe Auer Section VII Customer Support Operations Managing the User Interface by Ann S. Angel Managing End-User Development by John Windsor, Leon A. Kappelman, and Carl Stephen Guynes Helping Users Help Themselves by James A. Larson and Carol L. Larson The Consultative Approach to Client Support by Kate Nasser End-User Computing Control Guidelines by Ron Hale Reviewing End-User Applications by Steven M. Williford Section VIII Quality Control and Computer Security The Basics of Computer System and Data Network Security by C. Warren Axelrod Achieving Quality in Data Center Operations by Jeff Murrell Evaluating Platform Reliability and Measuring Its Dollar Value by Chris Rooke Understanding the Virus Threat by Gilbert Held E-mail Security and Privacy by Stewart S. Miller Internet Security and Firewall Policies by William Hugh Murray Improving Quality With Software Metrics by Ian S. Hayes Section IX Contingency Planning Introduction to Data Center Recovery Planning by Edward S. Devlin, Cole H. Emerson, and Leo A. Wrobel, Jr. Developing a Data Center Recovery Plan by Edward S. Devlin, Cole H. Emerson, and Leo A. Wrobel, Jr. Integrating LANs Into the Disaster Recovery Plan by Gilbert Held The Legal Issues of Disaster Recovery Planning by Tari Schreider Using Televaulting and Hot and Cold Sites for Disaster Recovery by Gilbert Held Data Processing and Communications Security During Recovery and Repair by C. Warren Axelrod About The Editor Index

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