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