Getting Started with the Technical Environment

Chapter 9

Areas of Discussion

The Technical Environment Understanding the User Environment TCO and Asset Management Standards Technology Refreshing Additional Resources

Important Concept

A first-hand knowledge of your IT environment, its history, users, and operations can help you to better define needs and future plans, as well as avoid repeating past mistakes.

Technical Environment

InventoryProvides a frame of referenceHelps to identify what you are responsible forHelps to provide information for disaster

recovery

Technical Environment cont.

What Do We Have Here? Identifies what you have, how old it is

Define ScopeWhat would you need in order to bring your

entire IT infrastructure back up after a major failure?

Diagrams are invaluable

Technical Environment cont.

Key Elements to includeWide area network environmentLocal area network environmentCarrier connectionsServer and storage environmentWorkstationsApplication and software inventoryVendors

Technical Environment cont.

WAN Environment Site locations, types of connections, backup

communication facilities, carriers, bandwidth, firewalls, DMZs

Types of servers, number of users, IP addressing, key contacts, street addresses

Who is responsible for what

Technical Environment cont.

LAN Environment Topology, location, and connectivity of switches,

routers, and hubs. Types of cabling Room locations of network equipment, model

numbers of key components, IP addresses, wireless capabilities

Voice environment to include switch, voice-mail environment, trunks

Technical Environment cont.

Carrier ConnectionsCircuit numbers, circuit endpoints (building

and room numbers), carriers, type/speed of line (T-1, analog, ISDN), phone numbers to report problems.

Technical Environment cont.

Server and Storage EnvironmentE-mailActive directoryStorage area networksUnderstand how each of these are set up

Technical Environment cont.

Workstations Total number of workstations Workstations by Operating systems Average age Current standard configurations (make, model, disk,

memory) Type an duration of warranty/support (desktop vs.

laptop) Record by department or location Travelers Home employees

Technical Environment cont.

Application and Software Inventory Application name Brief description User community (departments, number of users) Current version number Vendor Database environment OS environment(s) Any interfaces to other applications Support/maintenance arrangements in place and expiration Where the application is considered “critical”

Technical Environment cont.

Application and Software Inventory Which server(s) the application runs on Which IT team is responsible for that particular application Where to find a copy of the current version Installation instructions Special considerations Special backup requirements Peak periods of use Executive usage Who needs to be notified when scheduling downtime or when

there is an unexpected change

Technical Environment cont.

VendorsSupport arrangementPhone number and account numberLevels of coverageContract expiration date

Technical Environment cont.

Tools for Tracking the Technical Environment Companies that provide

management tools Cisco Hewlett-Packard Dell IBM Altiris Microsoft NetIQ

Tools for Tracking the Technical Environment Companies that provide

management tools LANDesk NetSupport Peregrine Computer Associates Remedy Opsware Sunflower Systems Novell Ipswitch

Technical Environment cont.

The Value of Good Infrastructure DocumentationEasily readable formatDiagrams, charts, schematicsAvailable to those who need accessibilityRefer to diagrams and information during staff

meetings so that employees are aware of the tools they have

Technical Environment cont.

Value of documentationUncover under- or over-utilized resourcesPotential problems and risk areasOutdated technology no longer needed or

needs to be upgradedDuplication of resourcesKnowledgeable IT staff about IT resources

Understanding the User Environment

Users are customers Who are they How do they use your services What additional services may they be able to use Essential to maintain a good relationship with your

users They should see you as available, reliable,

dedicated to service, and having their best interest at heart.

Understanding the User Environment cont.

Determine who your users are Executives Assistants Local users Remote users Finance

Determine who your users are Marketing Warehouse HR Facilities

Understanding the User Environment cont.

Find out who your department thinks its users areWho are you trying to serve—inside and

outside companyFind out who they are, where they are, and

how they are functioning within their company, what relationship you have with them or want to have with them

Understanding the User Environment cont.

Find out who your boss thinks your users are Important perspective Insightful as to how your boss views the

organization's worldAlert you to where some of the challenges areAlso communicate with department heads

regarding users

Understanding the User Environment cont.

Meet the usersMeet themEstablish a relationship with themDetermine their needsShare information regarding the IT projects Listen, take action, follow upMost important asset: your ears—listen!!!

TCO and Asset Management

TCO: sum of all costs associated with a computer in addition to costs of hardware and software. Cost of support (staff, consultants, vendors) Network facilities (servers, applications, cabling,

routers, hubs) Training Administration (purchasing, inventory, auditing) Money costs (capital, depreciation) Consumables (diskettes, toner, paper) Wasted user time (playing games, changing settings

of fonts, colors=“futzing”) Downtime from problems like viruses and crashes Co-workers’ time (interruptions)

TCO and Asset Management cont.

TCO Calculating the TCO

First, calculate the current TCO Evaluate which costs can be reduced Implement cost reductions Re-measure your TCO

Recognize there are a lot of costs associated with information technology

Opportunities for tremendous savings by managing these costs

TCO and Asset Management cont.

Asset Management: what a manager does to keep TCO costs down. Techniques

Maintaining hardware and software standards. The fewer number of technology products, the easier to support, maintain, and administer.

Outsourcing functions Using tools to automate repetitive procedures Investing in software distribution tools Employing disk cloning technology Proactively checking for problems and performing preventive

maintenance Have your hardware reseller preload your standard disk

image

TCO and Asset Management cont.

Asset Management: what a manager does to keep TCO costs down. Techniques

Using inventory tracking software Implementing restrictions so that users can’t change system

confirmations Proactively deciding on upgrades and replacements Defining and setting appropriate hardware and software

defaults Providing support personnel with resources to do their jobs Tracking software usage (license metering) Performing upgrades only when they are deemed necessary

and have been tested

TCO and Asset Management cont.

Asset ManagementGoal: to figure out which might be the most

worthwhile for your needs for the least cost.

Standards

“Yes, we are a firm believer in standardizing—that is why we have so many standards.” Joke in the industry Benefits

Eases support burden if have fewer products to service Less spare parts in inventory Inventory of consumables is simplified Smaller vendor list Shorter delivery times and better volume discounts

Review standards periodically

Standards cont.

Standards for UsersCommoditized productsComputers are now being built and

assembled, using many of the same components, by third parties in foreign countries.

Standards cont.

Standards for Users Issues that users care about Issues that relate to how the product impacts

their daily life, as opposed to pure performance, are important to users

Standards cont.

Possible Issue Items Cordless mouse and

keyboards Coolest looking cell

phone/handheld device Flat-panel monitors Lightest and smallest

laptops

Possible Issue Items Tower units to go under the

desk Desktop units Privacy and anti-glare

screens Leather laptop carrying

case vs. canvas Preference for devices in

certain colors

Standards cont.

Regardless of standards you set, you will always get requests for exceptions

Rank within organization does have privilege

Standards cont.

Standards Issues that IT Cares AboutHardware configurations (memory, disk)OS and application software (vendor and

version)Software configuration (options, settings,

directory and menu location)

Standards cont.

Non-standard requestsDoes IT support Does IT expand standards

Standards cont.

Standards for IT Infrastructure

Servers, routers, switches, storage solutions, gateways, network operating systems

Engage IT employees when determining standards

Technology Refreshing

When do you replace equipment?The cost of vendor warranties after a certain

pointHow easy it is to replace a device that failsHow accounting depreciates IT assetsHow your company views IT spending

Technology Refreshing cont.

Considerations for refreshing a piece of technology when organization can no longer bear the cost of it: Vendor support is unavailable or cost prohibitive Technology is no longer meeting your needs Technology presents risks to the environment

(reliability or security) Technology is holding up other IT projects (latest

software won’t run on your current equipment)

Summary Slide

Technical Environment Understanding the User Environment TCO and Asset Management Standards Technology Refreshing