IT management tips

Managing During Disasters Part 2

Although this disaster was not hard to over come, it really alerted me to have a good communication system in place under a bigger disaster recovery plan. I already have a plan to make a solid “disaster recovery plan”, but I never felt the urgency to include a plan on how to keep work flowing while our phone system and internet were out.

We discussed an alternate phone system or internet connection, we can use mobile internet as a back up for our wired LAN. We need to keep good call back numbers for all our clients in case we have to initiate the contact. We will also consider including a mobile phone number in our company contact numbers in the instance of our land line malfunctioning. Also, we designated another location for our technicians if everything else fails.

This was a fast resolution for an unexpected problem; a fully detailed disaster recovery plan is a must for any organization. Many people may think “oh I am sure they have a good back up plan”, but you will be surprised by how many, large and small organizations, who don’t have a solid disaster recovery or back up plan in place.

Managing During Disasters Part 1

You may have the best staff in world, you may have the best technology money can buy, you may have an unlimited budget, but when a disaster strikes, you better be prepared.

I learned a hard lesson when, our phone system and the internet went down, and we were not reachable. Imagine being in the customer service business and your customers can’t reach you, what effect does an issue like this have on your customers and your business reputation.

I wasn’t at all prepared do deal with such a disaster. We called the phone company but more than 24 hours passed and we were still without phones. I thought something like this would be rare in today’s technologically advanced world, but I know now that I have to deal with facts and never assume anything.

We don’t have a disaster recovery plan, so what do we do to get back to our normal operation?

I had to act fast and my staff made huge efforts to keep things in running order.

This incident made me come up with some quick resolutions and put the “disaster recovery plan” on top of my “things to do” list.

We were able to manage by:

1- Making an extensive use of cell phones: although you can never use cell phones to run a business, not yet at least, we had to resort to our cell phones to stay in touch with our customers. We contacted out main clients and informed them about the situation. I asked the site manager to start to call all customers who have pending issues, to inform them about our status and assure them that we are on top of things.
2- One of our managers has a relative who holds a high position with the phone company so we asked him to get his contact involved and try to expedite a fix for our phone system.
3- I made sure all the staff was on location each day with a cell phone.
4- We hired our own electrician to check the phone lines, as we were waiting for the phone company technician to arrive.
5- I was on hand for any extra help.

Managing in an ever changing technical world

*** I first posted this article almost 2 years ago***
In my daily work, I am faced with the same question everyday, what next? Interaction with my staff, our clients, and reading the news, lead me to ask more questions. What new technology that I have to watch for? What skills my staff will need to develop over the next few months in order for them to remain technically competitive? How long the demand for our current skill set will will last?

As a manager, I must always be prepared for the next big technical trend and shift in demand. From my daily observation, I can see which skills will be in demand for few years to come and which skills will be in low demand.

Networking skills will be in high demand for few years to come, demands will include:

1-Network engineers of various skill levels from home networking to large corporate networks
2- Network equipments of various size and functionality from small routers which support few computers to fiber optic cables that span the globe.

Data back up will be in high demand too. I have seen the disasters that were caused by date lose; I have seen it at small firms as well as big corporations. The demand will be more noticeable with small businesses. Since much of the world is going digital, the traditional archiving using paper folders and steel cabinets is giving way to the more convenient digital archiving. Many small business need to be educated on the advantages of having their data backed up digitally, since sooner or later most of their business transactions will be done online 100%

I believe most small business owners will good potential clients for data backup technology if:

1- They were presented with easy to use and understand back up solutions
2- The solution is within their budget, which is possible since the price for backup equipment is dropping rapidly

VOIP is growing rapidly and eventually all phone communication will be done using Voice over IP technology. VOIP will lower the cost of long distance calls to almost nothing. Worrying about your long distance phone bill will be a thing of the past.

In my daily work, I have noticed the momentum the above three technologies is gaining, of course there are many other technical advances that are being achieved in other areas which also worth observing.

As I notice technologies that are gaining momentum, I see the demand is dropping or will soon drop for other technologies or equipments.

The prices of desktops dropped scientifically over the past two to three years. Today you could find a used brand name P4 computer in very good working condition with less than $100. These drops in prices will very soon lead to a drop in demands for desktop PC technicians. It will be cheaper for a customer to buy a new Desktop PC than to repair the not functioning one.

I haven’t used any official statistics in this article; I only reported my daily observations and my feeling about the future in my field.

Management with cultural barriers

Working with a group of people with diverse cultural backgrounds is both exiting and challenging. In my job as manager with international company, I interact and manage people from different parts of the world and each group of people from specific geographical region has their own unique characters that a manger must be aware of.

There are People who are reluctant to accept leadership positions, they brought up in societies where they always told what to do and not use their own judgments, with this group, I have to always monitor them closely and give them clear guidance on what is expected of them. The good thing about this group is that they listen and follow instructions.

There are People who seek leadership positions and willing to make judgments and take risks, with this group a manager has to be a bit careful, since he may end up with people in leadership positions without adequate experience, this group of people can be trained gradually to assume higher positions plus the manager can use them as to fill in on his absence since they require little supervision. These groups of people come from societies where men usually have to assume leadership positions and it expected of them to rise quickly in the corporate ladder.

The last group is of people is those who want to only excel in what they do, they are experts in their professions and willing to learn and advance as long as they remain focused on what they can do best. These groups of people come from societies where “excellent work and professionalism” is expected from every member of the society, they trained to excel in certain fields and remain focused on what they do best.

Of course this is my personal experience and it applies to this part of the world, the Arab world.

In a corporate environment, keep a close eye on your Intellectual property

Many of us would love to see our innovative ideas and business process improvements implemented in our work place; any honest and hard working manager would do his best to improve the business he manages. But this enthusiasm not always appreciated by corporate management.

I have faced many incidents where I saw my own ideas and improvements been claimed by the management, I was not giving credits for my own ideas. This may happen to you and it is a certainty in a corporate environment.

What to do? You have one of two options:

1- Keep your ideas to yourself unless you are 100% sure you will be credited for them or;
2- Share your ideas if your goal is to show improvements in your department rather then to be individually credited for them

If you think, sometimes down the road, you will be able to have your own business and use your intellectual property to benefit you, then wait for that moment, it may come faster then you may think.

Per hour or per job, how should you charge?

As an independent consultant, do you prefer to get paid per hour or per job? What is fair to the client? I have started my career in IT doing jobs that paid per hour and eventually I started to work on my own and I started to charge per job.

I think charging per job is both fair to the client and to the consultant, the client shouldn’t have to worry about how long will it take to finish a job and the consultant should be paid based on his experience and his ability to finish the job.

I still remember when I first started to provide on-site service for wireless LAN setup, some of the equipments were new to me and it would take me hours to configure them but as I became more experienced with the equipments, my time on-site dropped significantly ,in both cases, I charged the client the same. It was not the client fault that I was slow and he shouldn’t have to pay me for time I have to spend getting familiar with new technology, but at the same time as I improved my speed, I should not have been paid per hour for jobs I can finish in mush less time.

One time I was working on client’s wireless network and I was able to finish the whole setup and less than an hour, so he was surprised and said to me “did I pay all that money for less than an hour of work”, so I replied to him “It took me hundreds of training hours to reach to this speed”.

This Sector of IT will remain strong

With layoffs affecting each industry, IT is no exception. IT had its share of layoffs, but one sector in IT remains strong. IT services which are directly related to the modern office functionality. Services such as (network setup, hardware repair and setup, phone systems setup, office application support, on-line or on the phone support, etc.)

These types of services are an integral part of any modern office setup; in fact they are part of many home offices setup. Imagine a day of your life where you can not have access to your e-mail or your LAN connection is not giving you access to the internet or to the rest of your office network, can you, as a business, afford it?

Big part of IT services became an integral part of our lives, they became a necessity, just like transportations or health care, we can’t afford a day without them.

I strongly believe that a need for a good technician will remain strong despite the economic ups and downs.

What is COBIT?

1. What is the purpose of COBIT?
The purpose of COBIT is to provide management and business process owners with an information technology (IT) governance model that helps in delivering value from IT and understanding and managing the risks associated with IT. COBIT helps bridge the gaps amongst business requirements, control needs and technical issues. It is a control model to meet the needs of IT governance and ensure the integrity of information and information systems.
2. Who is using COBIT?
COBIT is used globally by those who have the primary responsibilities for business processes and technology, those who depend on technology for relevant and reliable information, and those providing quality, reliability and control of information technology.

Can I use COBIT as a statement of criteria for specific audit conclusions?
Yes, basing the IT Assurance Guide firmly on the control objectives takes the auditor’s opinion out of the audit conclusion, replacing it with authoritative criteria. COBIT is based on more than 40 standards and best practices documents for information technology from standards-setting bodies (public and private) worldwide. These include documents from Europe, Canada, Australia, Japan and the United States. Because COBIT contains all pertinent worldwide standards identifiable at the time of publication, it is all-inclusive with respect to IT controls standards. As a result, COBIT can be used as an authoritative source reference document, providing IT controls criteria on audits.

The above information and more FAQ about COBIT can be found at:

 http://www.isaca.org/Content/NavigationM…

Batch processing and ActiveBatch 7.0

If you are a business manager or IT consultant, you know that there is not enough time, time is your biggest killer, so many tasks that need to be executed in the shortest possible time.

The concept of batch processing (in its simplest form) is to have a software program (script) run a task for you. For example: each morning you launch your web browser and navigate your way to your chosen financial broker website to get the latest activities on a stock, with batch processing, you can automate this daily activity so at certain hour of the day, you will have the stock(s) activities displayed on your screen or even e-mailed to you.

Batch processing is to automate repetitive tasks by writing scripts (codes.) In my early programming days, I had to write scripts to run tests on website, they idea was to have the script send thothands of page requests to a particular website, to simulate the actual users. Writing the script was time consuming and error prone.

Since that time, lots of improvement is being made in the automation of batch processing. Several software vendors are offering solutions to ease task creation under batch processing. One the vendors’ solutions that I had the privilege to review was Activebatch 7.0 by Advanced Systems Concepts. Using tele-conferning and web conferencing, Jim Manias from Advanced Systems Concepts, gave me a great overview of the new ActiveBatch 7.0 release.

On of the main features of ActiveBatch 7.0 (which I try to discuss more in the coming posts), is significantly reducing the need to write scripts, most of scripts writing is already done for you, you only have to chose the task and click.

In the next several posts, I will try to get into more details of ActiveBatch 7.0 features.

Do you need more certifications?

During economic slow down and uncertain job markets, many people try to go back to school to get more education or more certificates, its natural human reaction, people think if they are more qualified, they will have a better chance on securing jobs.

But during economic slow downs most companies are trying to cut costs, the problem is not that they have not-qualified labor force, the problem is that they cannot afford a big payroll.

Naturally, if you are better educated or hold more certificates, you will demand higher salary and that is exactly what the hiring managers don’t want to do during slow times. So the best strategy to follow during slow times is to lower your expectations, think of ways to be more creative and be flexible with your company.