RSS News Feed Feed Description

 

Metrics for the Internet and IT

IT Cost Control
Metrics  - IT Service Management
Service Level Agreements

Over 540 Objective Metrics Defined
Polices and Procedures to Define and Support IT Value

ANNUAL Update Service is Available


 

Measuring Information Technology's Value - Maximizing the Effectiveness of IT Investment

Delivering cost effective quality IT service and measuring IT's performance is a difficult and time consuming exercise. Many enterprises believe that they do not have the time, money, or resources to initiate and monitor the necessary processes. However, enterprises cannot determine how much something is worth unless its value can be quantified. It is a necessity of the new economy that every business unit needs to demonstrate its worth while meeting necessary service objectives.

  • In many organizations less than 10% of the IT budget is actually spent on initiatives and IT Service Management (ITSM) that bring value to the enterprise.

  • It is not a question of how much is invested in computer systems but the effectiveness of the spending and the service levels provided.

  • Focusing the ways that IT is measured (Metrics) on an enterprise’s value drivers improves competitiveness.

  • ROI/TCO type measurements should not be used in isolation because they ignore elements such as service levels provided, risk and IT capability.

  • IT investment must be measured not only at the inception of initiatives but also throughout the project lifecycle and service delivery process.

An inordinate amount of IT executive time seems to be expended on measuring and controlling costs rather than focusing resources on IT service and initiatives that will add value to the enterprise, probably because costs are easy to identify and quantify. This is unfortunate as there is a strong correlation between the knowledge growth of an enterprise and its market valuation. It is becoming increasingly important for IT management to ensure that measurement mechanisms are put in place to identify intangible assets such as brand, organization culture, customer loyalty, innovation, knowledge management systems, and the value of staff knowledge.

This set of tools defines the IT infrastructure necessary to provide cost effective IT services.  Janco Associates has found that failure to have metrics and service level agreements in place IT organizations are more prone to failure.  Metrics are absolutely essential.

The tools in this set include:

1. Metrics for the Internet and Information Technology HandiGuide

Metrics for the Internet and ITThe Metrics for the Internet and Information Technology HandiGuide® is over 320 pages, defines 540 objective metrics, and contains 83 metric reports that show over 240 objective metrics.

The metrics cover all areas of the Internet and Information Technology -- including WIRELESS.  In addition, there are industry specific examples for financial services, distribution, manufacturing, education, entertainment, government, hospitality, insurance, medical, real estate and retail. Included are:

  • Organizational responsibilities

  • Metric process, design, and definition of 540 specific objective metrics

  • 83 sample metric reports - includes over 240 of 540 objective metrics

  • Graphic data presentation rules

  • A full metric report package is defined - a template you can use right away

  • Wireless metrics examples are featured

2. IT Service Management Template

IT Service Management

The IT Service Management Policy Template is an 88 page document that contains policies, standards, procedures and metrics.  Chapters of the template include: Service Requests Policy; 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; and Travel and Off-Site Meeting Policy.

 

3. Service Level Agreement and Metrics

SLA Policy Template & MetricsService Level Agreement Policy Template  is a nine page policy for a single application which is easily cloned,  It defines specific SLAs and metrics that are both internally and externally focused. The sample contain over 70 possible metrics presented graphically in PDF format.

4. Metrics, Service Level Agreement (SLA) & Outsourcing Job Description Bundle

The Metrics, Service Level Agreement (SLA) & Outsourcing Job Description Bundle contains full multi-page job descriptions in word format  for the VP Administration, VP Strategy and Architecture, Director IT Management and Control, Manager Contracts and Pricing, Manager Controller, Manager Metrics, Manager Outsourcing, Manager Service Level Reporting, Metrics Measurement Analyst, Quality Measurement Analyst, System Administrator Unix, and System Administrator Windows.

5. Network Event Viewer - up to 20 Servers / Workstations

The Network Event Viewer enables you to view multiple Windows NT/2000/XP event log files at the same time. The Windows Event Log is downloaded from the network computers and saved. The files can be merged into one view and view filters can be set. Viewing merged event logs, Network Administrators can trouble-shoot network problems as well as profile the network stability at specific times. The Network Event Viewer also enables administrators to clear remote event logs enabling drive space to be freed.

 

General News
 

What Should CIOs do Today to Meet Future Needs -

CIOs face some of its greatest challenges they have ever had. All IT Managers are under intense pressure to cut costs, and that pressure is significantly increased by the current grim economic outlook. Everywhere CIOs look there is study after study indicating that IT organizations are looking at reducing headcount, as well as their overall spending in 2009. In addition, many business areas are relying on IT more than ever before to help them deal with the increased competition and reduced funding. This budget crunch creates a greater need for improved efficiency and higher productivity.

 

IT Median Salaries January 2008 vs. June 2009

Salary Survey Summary

 

It seems counterintuitive in a time of budget tightening; companies must continue to make strategic investments in IT. It is contrarian to think of investing in IT when normal reflexes would cause a CIO to consider hunkering down and focusing on survival until business conditions improve. Survival is clearly important, but by making survival your primary focus, you risk missing opportunities.

 

CIOs and IT organizations that position themselves for the eventual upturn will look at IT as an enabler of business efficiency and growth. In fact, in this turbulent economy, it becomes more critical to invest differently in IT. The key is to invest in areas that really improve IT efficiency and discipline. This focus will enable IT not only to survive this difficult financial period, but also to quickly shift its profile toward enabling true business growth.

 

more
 

Disaster Recovery Planning & Business Continuity Planning Quick Action Steps Defined -

Disaster Planning Template

The must do things that your company must do to make sure the disaster recovery and business continuity plan will work when they are need are:

  • Distribute the disaster recovery and business continuity plan or a HandiGuide® to all decision makers and key operating employees who will need access to it when the event occurs.

  • Define the chain of command with single leader but do not limit the people who would have to implement the disaster recovery business continuity plan when the event occurs if that leader is unavailable.
  • Conduct frequent tests and address all areas where shortcomings are found.
  • Conduct the tests in an unannounced mode
  • Validated that mission critical data is at sites other than the primary data center
  • Establish a communication plan that can be implemented after the disaster.

Disaster Planning Security Template

 

HandiGuide is a Janco Associates registered trademark 

more
 

Zogby Finds US Will Thrive With Technology -

Job Descriptions

U.S. adults have largely given up on manufacturing and traditional industries as the focus of the U.S. economy, according to a joint Zogby 463 Interactive survey. Instead, they see technology and the service sector as where the nation should target its efforts.

That was one finding of a survey of 3,030 adults, which also found people:

  • Increasingly dependent on and concerned about uses of the Internet;
  • Optimistic that the U.S. will not lag behind the rest of the world in recovering from this recession;
  • Ambivalent about the ability of the U.S. to produce the next wave of technology innovators on the level of Microsoft founder Bill Gates;
  • Overwhelmingly believing that the average 10-year-old knows more about the Internet than their Congressperson.
more
 

Compliance Impacts on Small and Mid-sized Companies are Great -

Small and midsize companies are faced a deluge of requirements and standards from government agencies, industry groups, customers, suppliers, and employees.  Companies of all sizes require full visibility into these requirements, as well as into the resources they are deploying to meet them.

The compliance issues most commonly occur in reporting, auditing, and brand image. Additional compliance efforts may be directed at meeting industry terms (PCI-DSS), standards, and guidelines, as well as applicable government mandated requirements. In addition, failure to meet standards for quality, environmental friendliness, or social responsibility could damage an organizationÂ’s brand in the marketplace.

The challenge businesses face is with limited resources and infrastructure conflicts. Compliance often places a large burden on small and midsize companies. Many of those organizations struggle to keep their heads above water in their effort to find the resources to complete the necessary paperwork - to say nothing of the auditing processes necessary to avoid the heavy penalties of non-compliance, such as fines, work interruptions, and seizure of assets.

Regulatory compliance, whether it’s the Sarbanes-Oxley Act (SOX) in the US, the Financial Instruments and Exchange Law (also known as J-SOX) in Japan, CLERP 9 in Australia, the LSF in France, or generally accepted accounting principles (GAAP), has placed a disproportional burden on small and midsize companies compared to their larger brethren. In the US, for example, SOX compliance has smaller companies nation-wide up in arms. From the 2006 SEC Advisory Committee Report: “We believe that the problem of improper scaling for smaller public companies has existed for many years, and that the additional regulations imposed by the Sarbanes-Oxley Act only exacerbated the problem and caused it to become more visible.”

Many industries, in addition to government authorities, impose standards and reporting requirements. Thus, small and midsize companies need the capacity to back up their claims with a complete, accurate view of information in a timely fashion.

With the complexity and breadth of all these requirements, it is incumbent upon CIOs and CTOs to serve as facilitators in order to reduce the overall organizational strain of standards and compliance. Indeed, if the proper systems are in place for tracking and reporting, it is possible to leverage compliance as a driver for improvement, rather than an organizational burden.  These improvements include credible financial statements, high quality products and services, and shortened product development lifecycles.

CIOs and CTOs support standards and compliance by capturing and enforcing industry standards, adapting standards to the companyÂ’s technology infrastructure, provide real-time information, allowing management to track performance, and implement need changes quickly.

more
 

Disaster Recovery Planning is Required for Business Continuity Planning -

Disaster Recovery Plans are part of a larger, more extensive planning process known as Business Continuity Planning. Disaster Recovery plans should be tested frequently so that the as many individuals as possible are familiar with the specific actions they will need to take when a disaster occurs. Disaster Recovery plans must also be adaptable and updated frequently, e.g. if new people, a new branch office, or new hardware or software are added to an organization they should promptly be incorporated into the organization's disaster recovery plan. Enterprises must consider all these facets of their organization as well as update and practice their plan if they want to maximize their recovery after a disaster.

Types of Disasters

Disaster Recovery and Business Continuity Planning are the process an organization uses to recover access to their enterprise operations; software, data, and/or hardware that are needed to resume the performance of normal, critical business functions after the event of either a natural disaster or a disaster caused by humans. While Disaster Recovery and Business Continuity plans, or DRPs & BCPs, often focus on bridging the gap where data, software, or hardware have been damaged or lost, one cannot forget the vital element of work force that composes much of any organization. A building fire might predominantly affect vital data storage; whereas a pandemic or epidemic illness is more likely to have an effect on staffing. Both types of disaster need to be considered when creating a Disaster Recovery and Business Continuity Plans. Thus, enterprises should include in their DRPs & BCPs contingencies for how they will cope with the sudden and/or unexpected loss of key personnel as well as how to recover their data.

more
 

Microsoft Snubbed by EU's Competition Commission -

When Microsoft submitted a several-hundred-page written response to the EU allegations, it was also given the June dates for a possible hearing. The company immediately asked the commission to reschedule according to Microsoft. The commission refused and the commission informed Microsoft that June 3-5 are the only dates that a suitable room is available in Brussels for a hearing.

The dates the commission selected for the hearing, June 3-5, coincide with the most important worldwide intergovernmental competition law meeting, the International Competition Network (ICN) meeting, which takes place in Zurich, Switzerland. As a result, many of the most influential commission and national competition officials with the greatest interest in the Microsoft case will be in Zurich and will unable to attend the Microsoft hearing in Brussels.

As a result, Microsoft said it had canceled an oral hearing set for early next month over EU antitrust allegations that it "shields" Internet Explorer (IE) from competition, saying that senior regulators won't be attending.

more
 

SOA and ITSM are the Wave of the Future -

Enterprises choose SOA and ITSM to increase agility, simplify their IT infrastructure, and reduce cost pressures. This can be difficult with solutions that are delivered under a "closed source" model. According to industry analyst Janco Associates, 82 percent of companies are using open-source software, and the remaining 18 percent are expected to do so within the next few years. Sun's philosophy of free and open-source licensing is not to necessarily favor any one license or category of license but to make decisions that match the project or community with the license that best supports it. In this way, enterprises can truly have the best solution that fits their needs at any given point in time.

more
 

Microsoft May Be Giving Up On Vista -

Microsoft has not yet disclosed the pricing for Windows 7's editions, although Microsoft will reportedly offer free or discounted upgrades to users who buy Vista PCs after July 1. According to those reports, people who buy Vista Ultimate after that date will be upgraded to Windows 7 Ultimate.

Ultimate Extras was one of the features Microsoft cited in the months leading up to the early-2007 release of Windows Vista Ultimate to distinguish it from lower-priced versions. A Windows Vista Ultimate extra was to provide regularly cutting-edge programs, innovative services and unique publications only to Ultimate users.

Many users took Microsoft to task for too few add-ons and a too-slow release pace. The last time Microsoft delivered Extras was in September 2008, when it released a puzzle game, some sound effects and three screensavers.

Last February, in fact, Microsoft announced that it would drop the concept from Windows 7's Ultimate edition. MicrosoftÂ’s said that the new approach to planning and building Windows does not have the capacity to continue to deliver features outside the regular release cycle

Some have suggested that Microsoft give users a free upgrade to Windows 7 for Vista Ultimate owners.
more
 

New H-1B Bill Causes India's Outsourcing Industry Concern -

India's outsourcing community has reacted harshly to H-1B legislation introduced in congrass calling it protectionism. India feels that new legislation will raise the cost of their product: IT services.

The legislation includes a provision that "prohibits companies with having more than 50% of their workforce using H-1B and L-1 visas," according to statement this weekend from India's largest IT industry group, the National Association of Software and Services Companies (NASSCOM). "This provision unfairly stacks the deck against foreign companies operating in the U.S. because U.S. companies are highly likely to have a high percentage of America employees."

The 50% visa restriction in the bill will impede the ability of Indian firms to bring largely young and mobile workers into the U.S. The restrictions will force them to increase the size of their permanent U.S. workforces, which will likely increase costs and hurt their ability to compete against U.S.-based IT services vendors. 

more
 

Internet Taxes are on the Upswing -

A growing number of states are considering laws to tax digital goods, such as iTunes songs, Amazon MP3s, and electronic books. Government say it wants to encourage broadband adoption and the development of a low-carbon economy but taxing digital goods sends exactly the wrong message.

At least 18 states claim they have the authority to collect taxes on digital goods, and more are likely to join the march.

·         Mississippi (on July 1) imposes a sale and use tax on specified digital products--including digital audio-visual works such as movies, digital audio works such as ringtones, and digital books.

·         North Carolina general assembly is considering a measure to modernize the sales and use tax statutes by treating music, movies, books, and computer software that are delivered electronically the same as those that are purchased in a tangible medium.

·         Minnesota House of Representatives is considering a bill that could raise the state more than $8.2 million in 2010 through 2013.

·         Other states including Washington and Vermont are also considering such measures.

more
 

IT and Tech Jobs Do Better Than The Market -

Software services in the U.S. helped temper the overall sequential decline in technology jobs during the fourth quarter, allowing the industry to minimize jobs losses compared to the private sector, according to a TechAmerica.

Tech jobs, overall, dipped 0.6 percent, or by 38,000 positions, sequentially in the fourth quarter, while U.S. private sector jobs declined 1.3 percent during the same period.

Software services aided that performance by growing a modest 0.7 percent, or by 12,600 jobs, during the fourth quarter, compared with the previous quarter.   Other sectors, such as high-tech manufacturing and communications services continued to struggle, posting negative sequential job growth in the fourth quarter, according to the report.

more
 

Email as Legal Evidence -

As detailed in the Record Management, Retention, and Destruction Policy (published by Janco Associates – www.e-janco.com), to meet the requirements of a good business record and reliable legal evidence, email must have the following qualities:

  • Authenticity: You must be able to demonstrate the origin of a business record including who wrote the original message and who added to or altered it. To be accepted as legal evidence, email must be authentic.
  • Integrity: You can prove that its content and meaning have not been altered since its creation. Hosted Managed Email Archiving Services guarantee email integrity. A good email business record has integrity.
  • Accuracy: To be legally acceptable, email must be accurate about the facts originally documented, and it must remain accurate throughout its life. In other words, you must be able to prove that the message has not been tampered with.
  • Completeness: It is essential for an email message and its metadata or parts (body, header, attachments, log files relating to transmission and receipt) to remain intact as part of a complete record.
  • Repudiation: In contract situations, it's easy for a party to claim that he did not receive an email message, or that he is not responsible for promises made via email. Protection against repudiation is a function of good email records and evidence. Protection against repudiation depends on the reliability of the process used to ensure email authenticity, integrity, accuracy, and completeness.
more
 

Mobile Workers a DRP/BCP Security Challenge for CIOs -

Experts expect mobile workers to make up 73 percent of the total U.S. workforce by 2011. Whether mobile employees in the field or at home, sitting in a satellite office or constantly on the go within a corporate campus environment, they are going to need an effective way to stay connected and productive.  This presents a challenge for Disaster Recovery – Business Continuity and Security for CIOs that needs to be addressed in the near term.

Mobility presents obvious benefits for companies and employees. First, worker flexibility is a powerful benefit in attracting and retaining top talent. Many companies offer mobile work plans alongside other benefits, such as salary increases or premium health/dental packages. Second, companies realize serious increases in productivity from virtual employees. That is because mobility enables companies to leverage different working styles or support employees in the midst of major life events, such as the birth of a child or a prolonged illness. This, in turn, reduces absenteeism and raises morale. Finally, implementing a mobile work policy reduces commuting costs for employees, thereby increasing employee satisfaction and retention. It also reduces carbon footprints, which is good for the planet. In addition, less time commuting often translates into more time working.

more
 

CIO Face Compliance Challenges with E-mail -

E-mail is a primary means for communicating with people inside and outside of most enterprises today. Many customers use e-mail to negotiate contracts and agreements and exchange invoice and payment information. Often, e-mail messages are the only record enterprises have of important transactions, and they must be protected and retained. In addition, if the e-mail system slows down or even goes down, the consequences to most enterprises are severe - especially if the outage causes them to lose e-mails that have critical information or attachments or that are needed to demonstrate compliance during an external audit.

Using traditional backup solutions that restore systems, if there is an outage, are now no longer sufficient. Many backup solutions do not allow enterprises to easily search through thousands of e-mails to find, for example, the messages outlining the payment information that another enterprise had agreed to. In addition, many enterprises only backup e-mails in single location, so if something happens at that site, they risk losing your archived e-mails and documents. Add the need to make sure that the documents and information in these e-mails are available for external and internal audits or to meet compliance requirements and it is easy to see that CIOs face significant challenges.

more
 

What the Cost of Password Inflation - Security Policies and ProceduresPassword inflation and the password fatigue that comes with it increasingly frustrate not only end users but also the support teams that deal with the fallout of strict password policies. Power users and even rank and file knowledge workers simply have too many usernames and passwords to remember, or, the length and complexity of each password hinders a productive work flow. Therefore, employees often violate prudent password standards. Since an increasing amount of business-critical data is being made available online, balancing end user convenience and effective security and password policies is more important than ever. Company executives have to balance the free-flow of information against the nightmare of a major security breach. more
 

 

©  2001 - 2009 Janco Associates, Inc. - ALL RIGHTS RESERVED --  Revised: 06/16/09.