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:
Metrics for the Internet and Information Technology HandiGuide
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
IT Service Management Template
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.
Service Level Agreement and Metrics
Service 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.
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.
General News CIO - CTO - CSO News
Big brother compliance requirement killed in Hawaii
01/28/2012
Lawmakers in Hawaii on Thursday killed a bill that would have required Internet service providers to collect the detailed browsing histories of Internet users in the state and store the data for at least two years. The bill would have required anyone providing access to the Internet in Hawaii to maintain "consumer records" of every Internet user's subscriber information and data such as the IP addresses, domain names and host names of the sites they visit. It would have covered not only ISPs but also libraries, coffee shops and employers.
One of those opposing the bill was the U.S. Internet Service Provider Association, which earlier this week sent a letter to the committee's chairman. The bill was overbroad, raised a "myriad privacy concerns," and would be hugely expensive to comply with, wrote the ISP association's Executive.
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Disaster Recovery Planning is Required for Business Continuity Planning
01/08/2012Disaster 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.
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.
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Disaster Rcovery Plan First Steps
12/21/2011Companies of all sizes have realized how critical it is to have a DR plan in place, and many have given top priority to developing one. But organizations need to know that developing a DR plan is not an overnight process but rather something that takes thorough consideration and numerous steps.
Janco's Disaster Recovery - Business Continuity Templated can help get you on the right track with creating a disaster recovery as over 3,000 enterprises around the globe of all sizes already have.
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Public cloud poses a major security risk for CIOs
11/10/2011
Using some clouds like Amazon's EC2 (Elastic Compute Cloud) can pose a security threat to organizations and individuals alike, according to researchers. Some third parties evidently are not following best security practices when using preconfigured virtual machine images available in public catalogs, leaving users and providers open to such risks as unauthorized access, malware infections, and data loss.
The underlying message is that for all the power and opportunity of public clouds, providers and users alike need to approach with caution and embrace best security practices. Cloud infrastructure providers can't be expected to assess the security of every image, bit, and transaction that occurs on their machines any more than an apartment landlord can be responsible for everything that happens within his or her complex -- that is, what tenants do behind closed doors in the spaces they rent.
These vulnerabilities leave users exposed to malware, as well as to unsolicited connections, which malicious hackers could use to gather information about usage and to collect IP target addresses for future attacks through a backdoor.
A malicious hacker could use tools such asextundeleteandWinundelete to recover previously deleted data.
Researchers' stressed the importance of users being properly trained in using public cloud server images. Although public cloud server images are highly useful for organizations, if users are not properly trained, the risk associated with using these images can be quite high. The fact that these machines come pre-installed and pre-configured may communicate the wrong message, i.e., that they can provide an easy-to-use 'shortcut' for users that do not have the skills to configure and setup a complex server. The reality is quite different. Many different security considerations must be taken into account to make sure that a virtual image can be operated securely.
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How to maximize data protection
11/05/2011The top must-do tasks for maximizing data protection.
- Audit Data Access - IT should keep a current list of data business owners and the folders and SharePoint sites under their responsibility. By having this list - at the ready, IT can expedite a number of the previously identified tasks, including verifying permissions revocation and review, and identifying data for archival. The net effect is a marked increase in the accuracy of data entitlement permissions and, therefore, data protection.
- Inventory Permissions and Directory Services Group Objects - Effective management of any data set is also impossible without understanding who has access to it. Access controls lists and groups (in Active Directory, LDAP, etc.) are the fundamental protective control mechanism for all unstructured and semi structured data platforms, yet too often IT cannot easily answer fundamental data protection questions like, - Who has access to a data set? and - What data sets does a user or group have access to? Answers to these questions must be accurate and accessible for data protection and management projects to succeed.
- Prioritize Which Data Should Be Addressed - While all data should be protected, some data needs to be protected much more urgently than other data. Some data sets have well known owners and well defined processes and controls for their protection, but many others are less understood. With an audit trail, data classification technology, and access control information, organizations can identify active and stale data, data that is considered sensitive, confidential, or internal, and data that is accessible to many people. These data sets should be reviewed and addressed quickly to reduce risk.
- Remove Global Access Groups from ACLs (like "Everyone") - especially where sensitive data is located - It is not uncommon for folders on file shares to have access control permissions allowing - Everyone, or all - domain users‖ (nearly Everyone) to access the data contained therein. SharePoint has the same problem (with authenticated users). Exchange has these, as well as - Anonymous User‖ access. This creates a significant security risk; for any data placed in that folder will inherit those - exposed permissions, and those who place data in these wide-open folders may not be aware of the lax access settings. When sensitive data, like credit card information, intellectual property, or HR information are in these folders, the risks can become very significant. Global access to folders, SharePoint sites, and mailboxes should be removed and replaced with rules that give access to the explicit groups that need it.
- Identify Data Owners - IT should keep a current list of data business owners and the folders and SharePoint sites under their responsibility. By having this list - at the ready,‖ IT can expedite a number of the previously identified tasks, including verifying permissions revocation and review, and identifying data for archival. The net effect is a marked increase in the accuracy of data entitlement permissions and, therefore, data protection.
- Perform Regular Data Entitlement (ACL) Reviews and Revoke Unused and Unwarranted Permissions - Every file and folder on a Windows or UNIX file system, every SharePoint site, and every mailbox and public folder has access controls assigned to it which determine which users can access the data and how (i.e. read, write, execute, list). These controls need to be reviewed on a regular basis and the settings documented so that they can be verified as accurate by data business owners and security policy auditors.
Users with access to data that is not material to their jobs constitute a security risk for organizations. Most users only need access to a small fraction of the data that resides on file servers. It is important to review and then remove or revoke permissions that are unused.- Align Security Groups to Data - Whenever someone is placed in a group, they get file system access to all folders that list the group on its ACL. Unfortunately, organizations have completely lost track of what data folders contain which Active Directory, LDAP, SharePoint or NIS groups. This uncertainty undermines any access control review project, any Role Based Access Control (RBAC) initiative. In Role Based Access Control methodology, each role has a list of associated groups into which the user is placed when they are assigned that role. It is impossible to align the role with the right data if the organization cannot verify to what data a group provides access.
- Audit Permissions and Group Membership Changes - Access Control Lists are the fundamental preventive control mechanism in place to protect data from loss, tampering, and exposure. IT requires the ability to capture and report on access control changes to data - especially for highly sensitive folders. If access is incorrectly assigned or changed to a more permissive state without good business reason, IT and the data business owner must be quickly alerted, and be able to execute remediation.
Directory Groups are the primary entities on Access Control Lists (Active Directory, LDAP, NIS, etc.); membership grants access to unstructured data (as well as many applications, VPN gateways, etc.). Servers also have their own - local groups that should be audited. Users are added to existing and newly created groups on a daily basis. Without an audit trail of who is being added and removed from these groups, enforcing access control processes is impossible. Ideally, group membership should be authorized and reviewed by the owner of the data or resource to which the group provides access.- Lock Down, Delete, or Archive Stale, Unused Data - Much of the data contained on unstructured and semi-structured platforms is stale. By archiving stale or unused data to offline storage or deleting it, IT reduces risk that stale data will be accessed by inappropriate parties, and makes the job of managing the remainder simpler and easier while freeing up expensive resources.
- Clean Up Legacy Groups and Access Control Artifacts - Unneeded complexity slows down performance and makes mistakes more likely. Organizations create so many groups that they often have as many as they do users - many are empty, unused or redundant. Some groups contain other groups, which contain other groups, with so many levels of nesting (that they sometimes create circular a reference when they contain a group that contains itself). Access control lists often contain references to previously deleted users and groups (also known as - Orphans). These legacy groups and misconfigured access control objects should be identified and remediated.
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Ten commandments of security management
10/27/2011
The ten commandments of security management are:
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- Limit access to information to those who need to have it -- People can't misuse information that they don't have.
- Conduct frequent and deep security audits Identify who has access to what and how their actions could weaken the protection of valuable data/information.
- Set limits to information access do not exclude all information from access data exclusion locks down access and limits set authorizations so specific people can do specific things under specific circumstances.
- Limit admin to as few individuals as possible -- very few individuals need them to do their jobs.
Ignore organizational hierarch when setting access capabilities access and authorization should be based upon responsibilities, not- position.
- Make Security Invisible -- Minimize extra commands, screens, pop-ups for employees; if an action is allowed, just let it happen.
- Analyze Security End back doors -- Compliance logs reveal threat patterns, and show how security steps are hurting productivity.
- Monitor information access and updates-- User-initiated app updates can invite vulnerabilities.
- Educate everyone on security policies and procedures The more that people know about the rules the better
- Make security best practices the watch word for everyone -- IT and the general workforce must address the constantly changing nature of security breaches.
Disaster Recovery Must Do Steps
10/16/2011The 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.
HandiGuide is a Janco Associates registered trademark
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Records Management Policy is Key to e-discovery
10/10/2011This explosion of electronic communications has opened new and creative ways of conducting business, but it has also created new
challenges in the way litigation and investigations are conducted. Since communications and other records relevant to any legal matter are often found in electronic format, the methods for collecting, processing and reviewing potentially relevant evidence has changed. The process of finding, identifying, holding, searching, reviewing, producing and presenting electronic data to be used as evidence in a legal or investigative matter is called electronic discovery, or simply e-discovery.
The scope of an e-discovery effort can include any form of ESI, but the overwhelming majority of e-discovery is performed against email systems and data. In fact, email data has quickly become the de facto standard for prima facie evidence and affirmative defense in litigation or investigative matters. Unfortunately, searching against email systems often results in enormous amounts of data, which must then be processed and reviewed for relevance, typically by paralegals and attorneys who charge by the hour. Therefore, email processing and review is typically the most costly part of an e-discovery project.
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Endpoint data is security and compliance risk
10/01/2011
CIOs all agree that endpoint information is a potential liability. The big question is, where do CIOs find a non-intrusive way to protect and classify endpoint data to minimize risk, all while making sense economically?
With compliance requirements and external threats on the rise, no business can afford to leave its data unprotected, especially at the endpoint. Fortunately, IT leaders understand the risk: Fifty-nine percent of recent survey rate backup and protection of desktop and laptop data as crucial or high priority. Unfortunately, even though the majority of survey respondents have something in place, many fall short in terms of meeting needs for identification, classification and discovery. As a result, these firms leave themselves in a position of vulnerability - especially those in highly regulated industries.
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- Sixty-one percent currently using or planning to use a desktop and laptop backup solution consider improving the accessibility and availability of user data a critical or very important objective.
- Fifty percent rate the ability to quickly find endpoint data for discovery and compliance purposes a critical or high priority.
- Forty-seven percent expect an improvement in the ability to improve compliance with industry and government regulations as a result of the efforts their companies are making to effectively backup, protect and manage endpoint data.
FEMA emergency response first steps
09/08/2011For companies just starting to develop emergency-response plans, or reviewing the plans they have, FEMA and the Small Business Administration recommend focusing on the following questions:
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- Who is responsible for backing up critical records, including tax, accounting, payroll, and production? Store these records, including a copy of the business-continuity plan, site maps, insurance policies, and bank-account information, both on-site and at a second site at least 100 miles away.
- How will the company protect its computer hardware, software, and databases?
- How will the company communicate with employees during an emergency?
- Has the CFO or risk-management chief met with the company's insurance providers to review coverage? Most policies do not cover flood damage, for instance.
- Does the company have a shelter-in-place plan to protect employees in the event they need to remain inside the building during an emergency? Do employees know the plan?
Working at home works in the Singapore
09/05/2011Singapore companies offering flexible and home-based work arrangements are reporting a 10 per cent increase in productivity, on top of savings in rental and transportation costs.
Such arrangements also allow them to tap into the more than one million economically-inactive residents in Singapore.
And according to a Manpower Ministry survey last year, 35 per cent of employers offer at least one form of flexible work arrangement, up from 25 per cent in 2007.Policies that you could use include:
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- CIO IT Infrastructure Policy PDF (All of the policies below which come as individual MS Word files)
- Backup and Backup Retention Policy
- Blog and Personal Web Site Policy (Includes electronic Blog Compliance Agreement Form)
- Incident Communication Plan Policy (Updated to include social networks as a communication path)
- Internet, e-Mail, Social Networking, Mobile Device, Electronic Communications, and Record Retention Policy (Includes 5 electronic forms to aid in the quick deployment of this policy)
- Mobile Device Access and Use Policy
- Outsourcing Policy
- Record Management, Retention, and Destruction Policy
- Sensitive Information Policy (HIPAA Compliant and includes electronic Sensitive Information Policy Compliance Agreement Form)
- Service Level Agreement (SLA) Policy Template with Metrics
- Social Networking Policy
- Telecommuting Policy
- Travel and Off-Site Meeting Policy
Disaster Recovery is Area of Cost Cutting Focus
08/14/2011
According to an AT&T Survey of 100 Chicago firms (revenues <$10M), 81 have DR plans, but only 43% have fully tested their plans within the last 12 months and 12% admitted they have never tested their business continuity plans.
Next to personnel, data is your most irreplaceable asset. Networks, application hosting platforms, and end user computing environments can be replaced quickly. However, without your customer lists, product catalogs, inventory, financial records, and other operational data your business cannot recover.
A disaster recovery is a response to a declared disaster or a regional disaster. It is the restoration or recovery of an entire Agent computer. A disaster recovery plan describes how an organization is to deal with potential disasters. Just as a disaster is an event that makes the continuation of normal functions impossible, a disaster recovery plan consists of the precautions taken so that the effects of a disaster will be minimized, and the organization will be able to either maintain or quickly resume mission-critical functions. Typically, disaster recovery planning involves an analysis of business processes and continuity needs; it may also include a significant focus on disaster prevention.
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Elements of Mobility Security
08/11/2011
As the traditional enterprise boundaries begin to fade, it is paramount that mobile devices and the sensitive information they contain be managed and protected. As a result, security perimeters must also expand beyond the internal network to these numerous critical endpoints.
Mobile Device Management
Mobile Device Management within organizations becomes more complex and important as both the number of devices and the amount of sensitive data stored on the devices increases. A lost or stolen device may compromise the critical data stored on it, unless there are processes and tools in place to protect it.
Mobile Device Asset Discovery and Inventory
The first step in securing your mobile organization network is the identification of the current inventory of mobile devices and OS clients that exist within your infrastructure. Next, you must integrate the mobile devices that have been identified in this process into your existing asset inventory database. Consider the following as you develop or update your mobile device asset inventory:
- How will you identify the mobile assets?
- What are the related assets to this mobile device, for example, additional memory cards?
- How do you identify the asset owner and the business purpose of each device?
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Backup and Storage Medium
08/05/2011Data is valuable and so it's no wonder that the evolution of storage media has been stubborn. No one wants his or her business-critical data stored on a new, untried medium. In the end, however, technological development has allowed IT professionals to adopt the media that best meets their needs.
Initially, tapes were the media of choice. Even today, many businesses rely on this old workhorse of storage. Tapes, however, are unwieldy in a recovery scenario and ultimately unreliable. With a failure rate exceeding 70 percent for data restorations from delicate tape systems, the standard media gradually became disk arrays.
More recently, however, flexible cloud storage and responsive virtual servers have emerged as the new, high-speed contenders in the storage medium space. This option brings significant advantages such as scalability and restoration speed to a disaster recovery - business continuity plan.
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Retirement to be put off by many
07/21/2011The retirement-savings forecast remains bleak, even as the economy recovers. Many workers say they arent at all confident about their retirement prospects, according to a survey from the Employee Benefit Research Institute. Worse, many are dipping into their retirement savings to pay for day-to-day needs. And the amount of savings socked away by workers remains extremely low.
One positive sign: participants in the research recognize the need to do better, often the first step to building a reasonable nest-egg. People are recognizing the level of savings realistically needed for a comfortable retirement, says the research director for the institute and co-author of the report. We know that far too many people had false confidence in the past. People's expectations still need to come closer to reality, so they will save more and delay retirement until it is financially feasible."
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