Nortec has been offering Nortec 24/7 Managed Network Services for four years now and we have learned several lessons. Nortec 24/7 Managed Services includes remote monitoring, remediation and patch management. Not all managed services are the same so this brings us to our first lesson learned:
1. Be clear on what managed services are included with your service agreement:
a. Monitoring
b. Remote remediation
c. Remote patch management
d. Exactly what servers, switches, routers, desktops are to be managed
2. What will the escalation process be if the problem cannot be resolved remotely:
a. Contact you to resolve issue
b. Send field technical professional to resolve the issue
3. Notification and reporting:
a. You probably do not want emails daily on all issues
b. You may want emails and even a phone call on major server issues
c. You should meet quarterly, semi-annually or at least yearly to review reports and discuss what is working and not working
Remote managed services are the way of the future. Communications is the main issue. Be clear on who is doing what and you will have tremendous success.
Tuesday, November 24, 2009
Wednesday, November 18, 2009
3 Basic Rules for Success
I have my three basic rules for success professionally. These rules keep you relevant, connect you and show respect to others.
1. Answer the Phone – If you are available answer the phone. I don’t believe in taking calls when in a meeting. If you must take a call well in a meeting, ask permission before and outline how long the call will last.
2. Return calls and emails – You don’t need to return solicitation calls of course but other calls and emails should be returned within a few hours. I am working on being more responsive on emails as I historically would only respond when necessary. I am working on being more proactive as people like to see that you are reading their emails and that you are not an email vacuum.
3. Show up – Be where you say you will be, when you say you will be there. If you show up late you are screaming to those waiting for you that “I DON'T CARE ABOUT YOU.” I heard a Navy Seal talk about this recently. In their training, on time meant 15 minutes early. Anyone who shows up at the last minute would have the extra not wanted duties. I suppose this is why military people are usually very punctual.
It may seem like these rules for success are just way to basic but it is surprising how many people fail on some or all of these on a regular basis. I know I can improve on these rules myself and have had a few hard lessons on showing up on time early in my career. If you can deliver on all three of these rules on a regular basis you are 90% there!
1. Answer the Phone – If you are available answer the phone. I don’t believe in taking calls when in a meeting. If you must take a call well in a meeting, ask permission before and outline how long the call will last.
2. Return calls and emails – You don’t need to return solicitation calls of course but other calls and emails should be returned within a few hours. I am working on being more responsive on emails as I historically would only respond when necessary. I am working on being more proactive as people like to see that you are reading their emails and that you are not an email vacuum.
3. Show up – Be where you say you will be, when you say you will be there. If you show up late you are screaming to those waiting for you that “I DON'T CARE ABOUT YOU.” I heard a Navy Seal talk about this recently. In their training, on time meant 15 minutes early. Anyone who shows up at the last minute would have the extra not wanted duties. I suppose this is why military people are usually very punctual.
It may seem like these rules for success are just way to basic but it is surprising how many people fail on some or all of these on a regular basis. I know I can improve on these rules myself and have had a few hard lessons on showing up on time early in my career. If you can deliver on all three of these rules on a regular basis you are 90% there!
Thursday, November 12, 2009
Symantec Vision
Last week at the Symantec Partner Conference Enrique Salem, CEO of Symantec outlined 5 trends in the IT industry:
1. Virtualization
2. “We are under attack” – Businesses are under attack by criminals trying to gain financially through hacking into corporate information
3. “Consumerization of IT” – Consumers adopt and implement new technologies before businesses
4. Storage is growing extremely rapidly: A) 51% businesses plan to spend more on storage next year B) 33% businesses plan to spend the same on storage next year C) 16% businesses plan to spend Less on storage next year
5. Executives are targeted with IT attacks
Symantec is positioned as the company that will protect your information - from backing up to archiving - from end point security to data loss protection. Symantec will provide the solutions for complete information protection and quick recovery when there are server failures or a lost laptop at the airport.
Mr. Salem asks the question, "what is more damaging, servers failing or loss of information and customer data?" Clearly loss of information is a larger issue and this is where Symantec is focused.
1. Virtualization
2. “We are under attack” – Businesses are under attack by criminals trying to gain financially through hacking into corporate information
3. “Consumerization of IT” – Consumers adopt and implement new technologies before businesses
4. Storage is growing extremely rapidly: A) 51% businesses plan to spend more on storage next year B) 33% businesses plan to spend the same on storage next year C) 16% businesses plan to spend Less on storage next year
5. Executives are targeted with IT attacks
Symantec is positioned as the company that will protect your information - from backing up to archiving - from end point security to data loss protection. Symantec will provide the solutions for complete information protection and quick recovery when there are server failures or a lost laptop at the airport.
Mr. Salem asks the question, "what is more damaging, servers failing or loss of information and customer data?" Clearly loss of information is a larger issue and this is where Symantec is focused.
Tuesday, November 10, 2009
Microsoft Exchange 2010 Launch
Steven Elop, President of Microsoft Business Division announced the general availability of Exchange 2010 yesterday at Tech Ed Europe. He announced Forefront 2010 protection for Exchange 2010 and the integration of the two products. Exchange 2010 is a release with several significant advances specifically around message management, archiving and unified communications. We have demonstrated some of the features at several launch events we have hosted with Microsoft in the Mid-Atlantic. The combination of Exchange 2010, Outlook 2010, Windows Server 2008 R2 and Windows 7 is driving many business to implement a server and desktop refresh. Ultimately the upgrade will drive efficiencies in the marketplace with the enhancements in these products.
Here is a link detailing the news in Redmond Developer:
http://www.pcworld.com/businesscenter/article/181708/microsoft_makes_case_for_upgrade_to_exchange_2010.html
Here is an article on launch in CIO Magazine:
http://www.cio.com/article/507118/Exchange_2010_Launch_Week_Round_Up
Here are video clips from Tech Ed Europe in Microsoft's Virtual Press Room:
http://www.microsoft.com/presspass/events/teched/default.mspx
Here is a link detailing the news in Redmond Developer:
http://www.pcworld.com/businesscenter/article/181708/microsoft_makes_case_for_upgrade_to_exchange_2010.html
Here is an article on launch in CIO Magazine:
http://www.cio.com/article/507118/Exchange_2010_Launch_Week_Round_Up
Here are video clips from Tech Ed Europe in Microsoft's Virtual Press Room:
http://www.microsoft.com/presspass/events/teched/default.mspx
Monday, November 02, 2009
Online Security
I read an article on CSO Online called "Researchers Advise Cyber Self Defense in the Cloud " http://www.csoonline.com/article/504770/Researchers_Advise_Cyber_Self_Defense_in_the_Cloud
The article points out that through social media a criminal could pieces together your birth date, personal photos, family members, and other pieces of personal information. This makes it much easier for identity theft. Between these different social media like a Blog it becomes easy for someone to gather information on someone and therefore does justify some concern.
Using social media it is easier to access personal information needed for identity theft. A stolen identity will allow a criminal access to credit. Banks and anyone providing credit will need to get more sophisticated about how they identify someone. Individuals will need to continue to be vigilant about what information they do give out to social media sites.
Companies that in all regard are good corporate citizens need only one bad apple to compromise their data. This does not even have to be over the internet. I have received letters from banking institutions stating their information was compromised internally and they are sending me a new credit card.
Clearly we are living in a time when it is easier to access information. The battle will be ongoing and will ensure a good living for those focused on information security. We will continue to transact business and share information over the internet. It is extremely effective and efficient. The main thing that an individual can do is be cautious about who they share information with online. Two questions to ask yourself before sharing sensitive information online:
1. How did you ended up at this particular site? Did you seek out this site or did the site find you through an email?
2. Does it make sense to give out the information you are giving out? Is it necessary?
The key is being careful about what information you share and who you are sharing it with.
Cloud computing is a growing trend and I don't think the fear of identity theft will stop the trend. Individuals will continue to use protective software like antivirus, antimalware, and firewalls and probably more important, just think about what information they are sharing online.
The article points out that through social media a criminal could pieces together your birth date, personal photos, family members, and other pieces of personal information. This makes it much easier for identity theft. Between these different social media like a Blog it becomes easy for someone to gather information on someone and therefore does justify some concern.
Using social media it is easier to access personal information needed for identity theft. A stolen identity will allow a criminal access to credit. Banks and anyone providing credit will need to get more sophisticated about how they identify someone. Individuals will need to continue to be vigilant about what information they do give out to social media sites.
Companies that in all regard are good corporate citizens need only one bad apple to compromise their data. This does not even have to be over the internet. I have received letters from banking institutions stating their information was compromised internally and they are sending me a new credit card.
Clearly we are living in a time when it is easier to access information. The battle will be ongoing and will ensure a good living for those focused on information security. We will continue to transact business and share information over the internet. It is extremely effective and efficient. The main thing that an individual can do is be cautious about who they share information with online. Two questions to ask yourself before sharing sensitive information online:
1. How did you ended up at this particular site? Did you seek out this site or did the site find you through an email?
2. Does it make sense to give out the information you are giving out? Is it necessary?
The key is being careful about what information you share and who you are sharing it with.
Cloud computing is a growing trend and I don't think the fear of identity theft will stop the trend. Individuals will continue to use protective software like antivirus, antimalware, and firewalls and probably more important, just think about what information they are sharing online.
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