10 tips for remotely administering workstations

Relying on various technologies to remotely administer workstations can save you a significant amount of time and money. Here are some pointers to help you get the most out of remote administration tools and tactics(Dell INSPIRON 1520 battery).

1: Know thy hardware

You may feel as though you have ingrained knowledge about your inventory of workstations — but do you really know it? Having critical information available is imperative to being able to remotely administer the workstation through the life of a system. Consider the following factors(Dell INSPIRON 1420 battery):

Is USB 2.0 available on all systems?

Is there a DVD or CD drive? Can it write?

What boot sequence have you configured — and how do you change it?

What kind of connectivity back to your main back office is available?

Knowing the answers to these types of questions will make a big difference in many of the situations you’ll need to address in a remote administration role for workstations(Dell INSPIRON E1505 battery).

2: Identify client firewalls and configurations

If you have client firewalls in place, be sure you know what can and can’t be done. Determine where and by whom any tasks can be performed (and how to disable that). A good example would be trying to get a critical file or update to an application from an auto update mechanism or some other nonstandard source(Dell INSPIRON 1525 battery). While this “one-off” mechanism may sound simple enough, will all systems be able to access the update as expected?

3: Know thy network

Many large enterprises put rules in place for remote locations that do everything from limiting traffic amounts for each site to restricting what traffic can occur from the remote site to restricting MAC addresses that can connect on the remote site(SONY VGP-BPS13B/B Battery). For the plethora of tasks that are involved with remote administration of workstations, be sure to build your strategy around network traffic patterns that are permitted. Also know the procedure or parameters to get the permitted traffic changed if possible(SONY VGP-BPS13 Battery).

4: Memorize command-line tools to save time

For those of you who are dealing with low bandwidth connections, having your common administrative tasks memorized from a command line can save everyone’s time. For Windows XP systems, consider memorizing the following commands(SONY VAIO VGN-FZ31M Battery):

Compmgmt.msc — Computer Management MMC snap-in, a good hub of all types of information, including the Event Log, Device Manager, and Services.

Ipconfig — The TCP/IP configuration utility. Some common parameters include /release, /renew, /flushdns, and /registerdns(SONY VAIO VGN-FZ31J Battery).

Shutdown.exe — A tool to remotely reboot or shut down a system. With appropriate permissions, a system can be rebooted remotely as well.

Net Use — Can be used to map a drive, simply authenticate, or stop a mapping(SONY VAIO VGN-FZ31E Battery).

5: Make everything as centralized and singular as possible

When possible, have every element of your workstation infrastructure collected in one place and one instance. The last thing you want to have to worry about is a large number of little file servers scattered around your enterprise(Sony Vaio VGN-FZ31S battery). So for file storage, having remote users use the central resource is critical. That way, your backups and consistent security access policies are the same for your remote users as for your central users. Your IT costs will be lower and you’ll ensure that administration and access are controlled in one manner regardless of location(SONY VAIO VGN-FZ31z Battery).

A notable exception may be a large remote site with a number of users who may end up flooding the remote connection between the sites with consistent traffic. If you have a remote office that has, say, 40 people in it, a local file server may be appropriate, with backups occurring over the network(SONY VAIO VGN-FZ38M Battery), time and traffic permitting. By contrast, consider the example of a store, where you may have fewer than 10 users and only a few computers. In this situation, you want to do everything possible to keep the IT footprint low(SONY VAIO VGN-FZ210CE Battery).

6: Have Internet distribution mechanisms

For remote locations, consider going directly to the Internet instead of using the VPN or wide area connection. For instance, say you need to deploy a large service pack for the client operating system. If you are looking at a 300MB download for a handful of clients, deployment would not be possible on most remote connections(SONY VAIO VGN-FZ160 Battery). Certain client administration tools can manage distribution of packages over the Internet to help remote locations and laptop users while away from the central network. For example, when remote workstations (including laptops) are to receive their management packs through the Internet, iPass may provide the quickest download(SONY VAIO VGN-FZ21 Battery).

7: Line up alternate connectivity options

We all find ourselves using a tool in a primary fashion and being able to address 95% of our issues through that tool. For Windows XP, that would generally be Remote Desktop. But in the rare situation where you can’t use Remote Desktop to get to a client system, what do you do? Have alternate tools lined up to provide you access to your systems, as needed. Here are some examples(SONY VAIO VGN-FZ21m Battery):

DameWare –Offers push install and remove when done using Windows credentials over TCP/IP connection.

VNC — Good old trusty remote client, service driven. Maybe use for alternate connectivity and starting the VNC service as needed(SONY VAIO VGN-FZ18m Battery).

LogMeIn.com –Great offerings in Internet-to-client connectivity; works through most proxy configurations.

8: Ensure OS platform consistency

To effectively administer workstations remotely without your IT costs spiraling out of control, having a single platform is an absolute requirement. It is worth the pain of being late in implementing a platform to maintain your consistency for remote administration and support(SONY VAIO VGN-FZ11m Battery). (Between the lines, that means wait on Vista.) If a second platform is introduced, the landscape changes for the workstation administration team. Everything has to be done once for each platform. Along these lines, having a standard workstation hardware inventory also contributes to a more efficient IT organization(SONY VAIO VGN-FZ11z Battery).

9: Control scope

Okay, this is not really an administration technique, but for remote workstations, you have to manage what you agree to do as an administrator. Let’s say you have a number of remote offices for a small number of users whom you provide with standard equipment(SONY VAIO VGN-FZ11l Battery). This equipment inventory includes workstations or laptops, a laser printer shared for all local systems, and network connectivity for everything available at the central site. Inevitably, one day you get a question along the lines of, “Can we get this other printer that scans and faxes?” from the remote site(SONY VAIO VGN-FZ150E Battery).

This is a critical issue because the site is taking the scope out of what’s normal — and the support end will suffer because you, as an administrator, are responsible for drivers on this new device(SONY VAIO VGN-FZ190 Battery). You’ll also be stepping away from a consistent computing platform. Having scan and fax capabilities isn’t a bad thing — but the business needs to understand that asking for functionality outside of what’s normal costs money — and the costs become much more than just a $199 multi-function unit(SONY VAIO VGN-FZ460E Battery).

10: Don’t provide lesser support for remote users

Don’t let the remote users suffer. The dynamic for remote workstations is different from a centrally located user. There may not be another system to walk over to and use, there may not be someone readily available to perform a quick task for them, and there may be customers waiting(sony vgp-bpl9 battery). Users in locations without a local IT staff are really on there own in a lot of ways, and you don’t want them to feel that way about the technology. Providing good service from the administration side is important to the success of an IT organization(SONY vgp-bps9 battery).

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10 ways to monitor what your users are doing with company computers

Like it or not, network administrators these days must take on the added task of playing Big Brother — monitoring employees’ use of the computers and network. Even if the company’s management philosophy allows for some private use of company equipment, you often need to know what Web sites employees are visiting, what files they’re sending and receiving, and even what they’re saying in their e-mail(Sony VGP-BPS9 battery). That’s because employee actions can subject the company to monetary loss, civil lawsuits, and even criminal charges if they involve deliberate or accidental disclosure of confidential company information, transmission of pornography, or exposure to malicious code. This list covers 10 ways you can keep tabs on what your users are doing with the company’s computers(Sony VGP-BPS13 battery).

1: Use auditing to monitor access to files

On a Windows network, you can keep tabs on which files employees open — or even failed attempts to access files –by using the audit policy feature that’s built into the operating systems( Sony VGP-BPS3 battery). In Windows 2000 and above, auditing is enabled via Group Policy. Setting up auditing of access to files and folders is a two-step process: First, you must enable auditing in the Group Policy interface; then, you must set auditing in the properties of the particular network objects (files or folders) you want to audit(Sony VGP-BPS2 battery).

2: Examine cached Web files

If you have only a few computers and want to find out what Web sites their users are visiting, you may be able to do it without buying any special software if you examine the Web browser’s cache (called Temporary Internet Files in Internet Explorer) (Sony VGN-FZ15L battery). Copies of the pages and graphics that a user downloads are stored here so they can be more quickly displayed if the user wants to go back to the same page. However, savvy users who visit sites they don’t want you to know about may clear the cache to prevent you from seeing these files(Sony VGN-FZ31E battery).

You can make this circumvention more difficult on Windows XP computers by using the User Restrictions Tool in Microsoft’s free Shared Computer Toolkit to deny users access to the Internet Options selection on the Tools menu, which is the interface for accessing and clearing the History and Temporary Internet Files(Sony Vaio VGN-FZ18M battery).

3: Monitor Web access at the firewall

Another way to monitor which Internet Web sites users are visiting is to configure your firewall to report on Web sites accessed according to user name and/or computer name. Enterprise-level perimeter firewalls, such as Microsoft’s ISA Server, Cisco PIX, and CheckPoint Firewall-1, either have built-in reporting features or have add-ons available that can provide reports of all Web sites accessed through the firewall and from what account and computer they were accessed(Sony VGN-FZ15T battery).

4: Filter Web access by URL

You can go a step further. Rather than just monitoring which Web sites employees visit, actually block undesirable sites. This is an especially good tactic in the case of pornographic sites that could subject your company to sexual harassment lawsuits or sites that are known to contain malicious software downloads, such as some hacker sites. You might also want to block certain “recreational” sites (entertainment topics, chat sites, etc.) to prevent employees from wasting time when they should be working(Sony VGN-FZ480E battery).

There are hundreds of blocking programs available, ranging from those intended for home users (NetNanny, Cybersitter) to powerful enterprise-level packages such as those made by SurfControl, Websense, and GFI referenced above(Sony VGN-FZ61B battery).

5: Filter Web access by keywords

The problem with URL or domain name filtering is that you have to know the URLs of the sites you want to monitor or block. Many companies maintain blacklists of Web sites that have been determined to be undesirable according to particular criteria (including the vendors of most Web-blocking software). However, even if these lists are updated frequently, it’s doubtful they’ll contain all undesirable Web sites(Sony VGN-FZ340E battery).

Instead of blocking sites just by address, some application filtering firewalls and add-on Web-blocking programs can filter sites by keywords(Sony VGN-FZ180E battery).

6: Monitor incoming and outgoing e-mail messages

You can monitor employees’ e-mail messages using programs such as Spector CNE from SpectorSoft. It combines the features of its Spector Pro monitoring software for consumers with installation, configuration, and deployment capabilities for corporate networks(Sony VGP-BPL4 battery). You can automatically capture and review both sent and received messages and set up alerts to notify you instantly if particular words or phrases are detected. CNE also monitors IM communications, Web browsing, and other Internet activity and includes keystroke logging and snapshot recording(Sony VGN-FZ160E battery).

7: Monitor instant messages (IMs)

Because they’re exchanged in real time and users sometimes type before they think, instant messages are often a source of security breaches. You can block instant messaging altogether by configuring your firewall to block the ports used by IM programs or by using software such as Akonix Enterprise or Symantec IM Manager(Sony VGN-FZ15M battery). However, since instant messaging can actually be useful in the business environment, assisting customers and enabling instantaneous communications with co-workers, vendors, etc., you may prefer to control it rather than block it. The Akonix and Symantec programs can also be used to control and monitor IM communications by applying policies to specific groups and users and capturing usage statistics and other information. You can, for example, allow chat but prohibit file-sharing features of IM programs(Sony Vaio VGN-FZ18G battery).

8: Use keyloggers to capture typed data

Keyloggers record all information that’s typed on a computer’s keyboard and come in two types: hardware- and software-based. The hardware devices, such as KeyGhost, are small devices that install between the keyboard’s connector and the PS2 or USB port on the computer(Sony VGN-FZ345E battery). Software keyloggers can be configured to send the captured keystrokes to you on a remote computer and are often included as part of the functionality of a more broad-based monitoring program, such as CNE, or less expensive, consumer-oriented programs, such as SpyRecon(Sony VGP-BPS14 battery).

9: Use screen capture tools to find out what users are doing

Like keyloggers, screen capture utilities are often included in monitoring packages. Unlike keyloggers, they enable you to monitor what your employees read on their screens, not just information they type in. So in addition to finding out the URL of a Web site an employee visited, you can actually see the site that was displayed on his or her screen, an opened Word document or graphics file, the contents of a dialog box, a video game being played by the employee(Sony VGN-FZ17 battery).

10: Control what software employees can install or run

You can use built-in tools in Windows XP and Server 2003 to control employees’ installation and running of software. Prevent users from installing programs via Group Policy’s User Rights and use the Software Installation feature to manage the distribution of software throughout the organization. Then, you can use Group Policy’s Software Restriction Policies to identity software running on your network’s computers and to control whether those programs can run(Sony VGP-BPS18 battery).

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10 developer want ads that will attract topnotch talent

When your company is trying to hire programmers, there is a good chance that your ad on Monster, CareerBuilder, other similar Web sites is going to be the first thing potential candidates see of your open position. Unfortunately, most programming “help wanted” ads are written in a way that makes the best candidates fairly unlikely to respond to them, even if they are a good match for the job(Dell INSPIRON 1520 battery).

Why? Because the people writing these ads often don’t understand developers, and they produce a generic ad that reads like a boilerplate job description with an Apply Now link at the bottom. Here are 10 want ads for developers that show how to get top programmers to click that link(Dell INSPIRON 1420 battery).

1: Show them the money!

While the compensation for this position is ultimately dependent upon the candidate’s experience and other qualifications, the approximate salary range that has been approved for this position is $XYZ/year to $ABC/year(Dell INSPIRON E1505 battery).

There are some good reasons why most job ads omit salary information. The problem is, candidates don’t care about your reasons for omitting it. They want to be shown why they should apply for your open position. Programmers are busy people(Dell INSPIRON 1525 battery), and they don’t enjoy sneaking away from their desk to have a 20-minute discussion with recruiters doing the ritualistic “compensation dance.” Providing an approximate salary range (with all disclaimers, of course) in the job ad ensures that no one’s time will be wasted and encourages candidates to apply(ASUS EEE PC900 battery).

2: Leave the laundry list at home

We are looking for candidates to fill a senior Java developer position. Position focuses on creating and maintaining Web services that interact with a complex database and implement precise business logic. Candidates with experience in the insurance industry will be given preference(ASUS EEE PC battery).

Did you notice that the only technical skill listed is Java? Most job ads turn away many qualified candidates by presenting a laundry list of skills that are “must haves.” In reality, few candidates will actually have that precise combination of skills, so they simply will not apply(SONY VGP-BPS13B/B Battery). What generally happens is that the technical manager writes down all the technologies they use and how often their programmers use them. The recruiter then turns that into the list of “must have” and “plus” skills based upon the usage. When job seekers see the list, especially the items labeled “must have,” they do not apply, even if those skills could be easily learned(SONY VGP-BPS13 Battery). Another downside of the laundry list is that it takes up a huge amount of space in the ad. In the example above, skills like XML and SQL are implied by the statement that the work is in Web services; there is no need to explicitly mention it(HP PAVILION DV6000 battery).

3: Offer a chance to learn

Even the most experienced developers in this position will have the opportunity to expand and improve their skill sets in many advanced areas of knowledge.

The very best programmers did not become good just sitting around and learning by osmosis; they did work beyond their capabilities and learned how to do it(SONY VAIO VGN-FZ31B Battery). They are much more interested in jobs where they will use old skills in new ways or learn new skills entirely. If your project is run of the mill, you will have a harder time recruiting (and retaining) top talent compared to a more exotic project(SONY VAIO VGN-FZ31M Battery). But if your project is a challenge, let the candidates know. Not only will you attract more of the best developers, but the programmers who are not as interested in having their limits stretched will be less likely to apply(SONY VAIO VGN-FZ31J Battery).

4: Show a commitment to their education

The firm believes that it is critical to encourage personal development to have a successful team. As such, we have established a budget for employee education and allow developers to take training courses or otherwise improve their skill set during normal business hours(SONY VAIO VGN-FZ31E Battery).

One of the best ways to attract (and retain) developers is to show them that you really value them. And one of the best ways to do that, as well as to show that your company is special, is to establish and advertise an education program for your programmers. Most companies fail to do this and at best allow managers to buy a few books(Sony Vaio VGN-FZ31S battery). The expectation is that programmers are supposed to show up ready to work with all skills already learned, and any new skills have to be learned on the employee’s own time. By advertising a formal education program, you are letting candidates know that they will be valued, and that your position is a smart career move for them(SONY VAIO VGN-FZ31z Battery).

5: Play up the most attractive languages, when possible

Interested in Ruby? So are we! We are hiring developers to work in Ruby. Candidates with prior Ruby experience will be given extra consideration, but all candidates with a strong grasp of programming principles(SONY VAIO VGN-FZ38M Battery), particularly experience with other similar languages (Perl, Python, Lisp, Scheme, etc.), will be viewed favorably. We are hiring one senior member of the team and three mid-level team members. Training in Ruby will be provided at the company’s expense(SONY VAIO VGN-FZ210CE Battery).

Wow, an ad that essentially says, “We are looking for a skill you don’t have, but we will hire you anyway”? Yup, that’s right. There is something magical about Ruby amongst programmers. People who work in Ruby are extraordinarily loyal to it, and it seems like a number of really smart programmers are willing to travel or otherwise make sacrifices for the chance to use it professionally(SONY VAIO VGN-FZ160 Battery). As a result, working with Ruby and advertising that fact will get the resumes piling up pretty quickly. Other languages out there have similar followings, such as Python, Lisp, and Scheme. If your team is using a language that developers are really passionate about using, advertise it(SONY VAIO VGN-FZ21 Battery).

6: Mention that relaxed atmosphere

Our development environment has a laid back feeling, with business casual dress throughout the week and Friday “jeans day.” Schedules are flexible within reason, and employees are given the option of working from home one day each week(SONY VAIO VGN-FZ410 Battery).

When applicants see an ad like this, they know you will be a lot less likely to feel the need to have them under your thumb. Top programmers hate that feeling, and it may very well be a reason why they are thinking about leaving their current job. When you post an ad like this, you are showing candidates that you are not just looking to fill empty chairs, but you actually will give them the latitude in hours, dress, and in-office presence that most developer positions can allow(SONY VAIO VGN-FZ21m Battery).

7: Offer toys!

We believe that the most productive developers have the full backing of the company. We ensure that our developers have the most modern workstations and provide a modest budget for all developers to customize their workstation or purchase peripherals they require(SONY VAIO VGN-FZ18m Battery).

The best developers tend to be interested in computers in general, not just in cranking out code. While many developers are not working on projects so massive that their PC’s capabilities will make a huge impact on their ability to complete the project, giving them a super-nice PC will win big points with them(SONY VAIO VGN-FZ11m Battery). It shows the developers that you are willing to put your money where your mouth is in terms of supporting them. And giving them a moderate budget to customize their tech is just icing on the cake. When your ad makes it clear that you get the right tools into the hands of your development staff, potential candidates will be more likely to apply(SONY VAIO VGN-FZ11z Battery).

8: Advertise the benefits of your location

Our office is located right in the middle of downtown Manhattan, one block from the E line and a wide variety of restaurants.

If your office is located in a place that has a lot going for it, let the candidates know. After all, if they are choosing between your ad and another one that looks roughly the same in terms of work and compensation, things such as the ease of commute, lunchtime options, and after-hours entertainment suddenly become deciding factors(SONY VAIO VGN-FZ11l Battery). If your office is in or near a great school district, that is a major selling point too. But whatever makes your location special (in a positive way) should find its way into your ad if possible. The response rate to your ads is likely to improve(SONY VAIO VGN-FZ140E Battery).

9: Show that you “get” developers

Our company is committed to making our developers as successful as possible. A manager with a work history in IT leads each team, and our sales process includes technical personnel throughout every step of the sale to ensure technical viability of every project(SONY VAIO VGN-FZ260E Battery).

Some of the biggest complaints voiced by the best programmers are business problems, not IT problems. All too often, their ability to do a good job is hampered by managers who do not understand the special needs of a programming project or by a rogue salesperson who makes wild promises that the development team knows it can’t fulfill(SONY VAIO VGN-FZ150E Battery). When your job ad shows that your environment works the way a programmer would have it work, candidates will be a lot more interested in your ad than the others that look like another exercise in corporate futility(SONY VAIO VGN-FZ190 Battery).

10: Advertise your success

The department has increased revenue four years in a row and is considered the “crown jewel” of the division.

One of the things that can scare a possible job applicant away is a project (or department or company) that might be teetering on the brink. After all, why jump jobs only to lose the new one a year later(SONY VAIO VGN-FZ460E Battery)? Even if the job itself is in no danger of going away anytime soon, no one (especially top programmers) likes working for a project that is not successful. When your candidates know that this job would have them working for a proven winner, they will knock down your door to apply(SONY VAIO VGN-FZ32 Battery).

The 10 most annoying programs on the Internet

The Internet has brought us many joys. It’s rewritten the rules of business and pleasure.

And pain. For it allows what may have seemed like bright ideas at the time (”Let’s use it to make sure our customers have the latest software,” for example) to turn into a stinking pit of misery — usually, but by no means always, after marketing gets its fangs in(Dell INSPIRON 1520 battery).

Here are just 10 of the guilty parties that try to do the impossible: to make us hate the Internet and wish it had never been invented — and which very nearly succeed(Dell INSPIRON 1420 battery).

1: Adobe Reader

What does Adobe Reader do? Displays PDF pages. How does it do it? With as much bloody-minded bureaucracy, delay, and needless interaction as possible. Perhaps it’s because we humans have been spoiled by books, where the gap between wanting to read something and reading it is as short as the time taken to lift the cover(Dell INSPIRON E1505 battery). But Reader’s incessant updates (demanding you reset your computer — why?), thundering great list of modules to load, and hour-glass-provoking pauses for thought have given Portable Document Format a reputation for being as welcome as a flatulent camel in the kitchen(Dell INSPIRON 1525 battery).

Which is a shame, because other lightweight PDF readers seem to manage perfectly well.

2: Apple

Oh, Apple. You created a domain where humans came first. You took usability and distilled it into an art form. Now look at you. iTunes is a music player the size of a fat-bottomed whale that gobbles resources like krill(SONY VGP-BPS13B/B Battery). It spends half its time trying to sell us stuff and the other half trying to stop us using it. But that’s not as bad as your auto-update policy: slipping us stealth copies of Safari under the cover of important version updates to iTunes and Quicktime — what is this, Make Microsoft Look Good day(SONY VGP-BPS13 Battery)?

3: Windows Update

Your machine will reset in four minutes. Your machine will not shut down until these five updates are installed. You must restart your machine now. You will install Microsoft Genuine Advantage. Please wait while these updates are installed. Please shut down all applications before applying this update(HP PAVILION DV6000 battery). Pop! New updates are ready to be installed. And now that we’ve stopped you doing whatever it was you were doing (like we care), shall we go ahead and install them now, or would you rather be interrupted yet again later(ASUS EEE PC battery)?

We’ve been kind and not talked about Vista.

4: RealPlayer

If this software turned up at your door, you’d call the police. RealPlayer commits just about every sin in the book, sprinkling itself across your desktop and offering “Free games!” It installs a “Message Center” that tells you about microcelebrities. There is more advertising embedded in the application than used to be on the front page of The Times. And you just wanted to stream The Archers(SONY VAIO VGN-FZ31M Battery).

At least Europe’s been spared Real’s Rhapsody music shop. When we looked at a beta before a subsequently abandoned UK launch, we were given software to install. “Disable your firewall,” it commanded. “Drop dead,” we replied(SONY VAIO VGN-FZ31J Battery).

5: Java

Java doesn’t do anything by itself. It’s a programming language. Programming languages are like sewage plants: If the average user becomes aware of them, something’s gone wrong(SONY VAIO VGN-FZ31E Battery).

Java doesn’t know this. Java wants to be in your face. Java wants to be updated. Java wants to tell you the good news about Sun. Have you heard about Sun? Here’s a nice picture of our logo. And fancy a copy of OpenOffice? No? Well, never mind. Java’s installed a copy of Yahoo Toolbar in your browser instead. Because that’s what programming languages are there to do, right(Sony Vaio VGN-FZ31S battery)?

6: Yahoo

And talking of Yahoo. Please stop. Please stop trying to take over my e-mail, my search engine, my home page. Please stop “updating” your IM client to include more emoticons, animations, noises, and whatnot — or at least have the good grace to produce a grown-ups’ edition I can use at work without feeling like I should still be reading Smash Hits. And yes, when I ask to exit the software, that’s because I really want to, not because I’m having a crisis of doubt(SONY VAIO VGN-FZ18m Battery).

And there is absolutely no point in a toolbar that just replicates all the options on your Web site’s front page. Not unless you want to come across as the sort of shrill, desperate, needy software company that makes big noises about user relationships but in fact knows less about its users than the Queen does about shopping in Lidl(Sony VGP-BPS13 battery).

7: Norton Antivirus

It’s a little unfair to pick on Norton Antivirus and make it carry the sins of half the desktop malware industry — but only a little unfair. If ever a class of software deserved to be cast into the lower reaches of Hell and run on Satan’s own desktop, it is this. Performance-sapping, space-hogging, noisy, irritating(Sony Vaio VGN-FZ18M battery), and prone to inducing just as many problems as they purport to solve, these horrible, ineffective, expensive lumps of digital thuggery keep entire platoons of support engineers in business and home users in tears. We know. We get the phone calls(Sony VGN-FZ29VN battery).

8: Preinstalled software bundles

After a quarter of a century of the IBM PC, we still don’t understand why so many companies feel obliged to create swathes of below-par software to install on the computers they sell(Sony VGN-FZ11Z battery). Notebook makers are the worst, and Sony the king of them all: The first job for any new Vaio owner is to strip out the layers of desktop “enhancements,” media ‘”managers,” and system “control software” that serve only to get in the way of doing things the way you know how to do them, interfere with other software packages, and suck up such enormous amounts of resources on start-up that two weeks after you’ve bought one, you’re still not sure whether it’s broken or not(Sony Vaio VGN-FZ31M battery).

9: Outlook/Exchange

Free, Web-based e-mail systems have more storage than you can use. They have powerful, accurate, swift search systems. They have clean interfaces, with threaded conversations and sane attachment management(Sony Vaio VGN-FZ31Z battery).

Then there’s Microsoft’s Outlook. Things have been getting better for those whose corporate upgrade strategy allows it, but with major updates happening every four years or so, that’s a long time to be looking at a non-threaded, license-restricted storage-squeezed, treacle-slow-searching e-mail system. Especially while the online services get better and better, and doubly so now that e-mail is the single most important business application ever created(Sony Vaio VGN-FZ38M battery).

10: Flash

There’s nothing wrong with Flash, provided you don’t use it to construct Web sites where people want to find information, navigate easily, or do anything beyond passively consume exactly what you choose to give them in exactly the way you’ve decided(Sony Vaio VGN-FZ31S battery). There’s also nothing wrong with using it for a splendid splash screen replete with movies, sound and animation — if you don’t mind frustrating, annoying, and possibly even driving away people who might, just might, have something better to do(Sony VGN-FZ11L battery).

In fact, Flash-based Web sites are quite possibly one of the most useful pieces of network technology around. Like heroin or microlights, they ensure that those who think it’s a good idea aren’t around to annoy us for too long(Sony VGP-BPS13B/B battery).

10 things to look for in a tablet computer

Now that the iPad has broken the ice, the IT world is poised for a deluge of tablet-style computers to hit the market in the next few months. We’re expecting to see several hit the shelves in time for the holiday buying season, going from basically one choice to an overwhelming variety of options(Dell INSPIRON 1520 battery). As many iPad users have discovered, the light, thin tablet format is great for those who need something more than just a smart phone when out and about, but don’t want to carry around a full-fledged laptop or netbook. It’s also excellent for checking a Web site or your email while lounging on the sofa or out by the pool at home(Dell INSPIRON 1420 battery).

If you’re thinking about taking the plunge and getting a tablet for yourself or as a gift for someone else, you may be wondering whether to stick with the tried-and-true iPad or go with one of the Android or Windows 7 offerings that will be on the market soon. The answer depends on your preferences, budget, and how you plan to use it. Here are 10 things to consider when you choose your new tablet(Dell INSPIRON E1505 battery).

1: Does size matter?

Everyone wants a tablet that’s light and thin and easy to transport, but there’s a difference of opinion regarding the best screen size for this form factor. The iPad set the standard at 10 inches (well, actually 9.56) and weighs 1.5 to 1.6 lbs (depending on whether it has 3G). Some users have expressed a desire for a larger (12-inch) screen, but more have mentioned that the iPad is just a little too bulky(Dell INSPIRON 1525 battery).

Several of the emerging competitors, such as the Samsung Galaxy Tab (which is coming to Verizon on November 11 and is expected to be carried by all four major U.S. cell phone companies), are going with a 7-inch screen size. The Tab weighs less than one pound, which could make a big difference to those who will be carrying it around all day. Steve Jobs apparently doesn’t agree(SONY VGP-BPS13B/B Battery).

Some vendors are going with a larger size, such as the 12-incher rumored to be on the way from Asus. That company is also offering an 8.9-inch model(SONY VAIO VGN-FZ31B Battery).

And, of course, there’s the Dell Streak, which at 5 inches, has a bit of an identity crisis: Is it a tablet or a phone?

Generally, the Windows 7 tablets seem to weigh more than their Apple and Android cousins, even when the dimensions are similar(SONY VAIO VGN-FZ31M Battery). For example, the CTL SL10 is only slightly larger in screen size than the iPad (10.1-inch) but weighs about a pound more. This is undoubtedly due to the extras you don’t get with the iPad, such as an Ethernet port, microSD slot, two USB ports, mini-VGA port, high capacity hard drive, and camera(SONY VAIO VGN-FZ31E Battery).

There really is no “one size fits all” when it comes to tablets. What works for one person may be too big or too small for another, so it’s important to get your hands on different sizes and consider how you’ll be using it most of the time(Sony Vaio VGN-FZ31S battery).

2: In storage

The iPad comes with 16, 32 or 64 GB of internal storage — and what you see is what you get. One of the biggest complaints I’ve heard about the Apple tablet is that there is no way to add more storage space without buying a new and more expensive version of the device. If expandable, removable storage is important to you, you’ll want to look for a tablet that has an SD or microSD card slot. Fortunately, most of the Android and Windows 7 tablets have this feature(SONY VAIO VGN-FZ31z Battery).

The amount of internal storage still matters, though, as it may limit you in how many apps you can install. The Galaxy Tab comes with 16 or 32 GB of internal storage space and a microSD slot. Windows 7 tablets, such as the bModo, weigh more but come with features such as dual USB ports, allowing for connection of external hard drives(SONY VAIO VGN-FZ38M Battery).

The Windows 7-based CTL tablet includes a 250 GB hard drive, making it capable of storing far more and larger files than the Apple and Android models(SONY VAIO VGN-FZ210CE Battery).

3: Assault on the battery

One of the iPad’s strongest selling features is battery life. It easily gets 10 to 12 hours of usage on a charge, sometimes more. Samsung is claiming seven hours of high def video playback on the Galaxy Tab, or 10 hours of “less strenuous tasks.” Some of the Windows 7 tablets are less impressive in that department(SONY VAIO VGN-FZ160 Battery). Running the more full featured operating system that’s capable of heavy multitasking takes a toll on the battery. Engadget was impressed with all those extra features on CTL’s 10-inch Win7 tablet, but it lasted only a little over two hours playing standard definition video. Ouch! (CTL’s specs claim “up to five hours” battery life.) (SONY VAIO VGN-FZ21 Battery)

If you want a tablet that keeps on going like an Energizer bunny, you may want to look at Apple and Android options(SONY VAIO VGN-FZ21m Battery).

4: 3G or Wi-Fi only?

Another decision you’ll need to make is whether you want a tablet that’s 3G capable or a Wi-Fi only model. The iPad comes in both iterations, and so will many of its competitors. The Wi-Fi only models cost less, but of course the 3G models (which can also use Wi-Fi) offer more flexibility. Remember, though, that 3G service plans add to the cost (varying from around $15 to $60 per month, depending on the carrier) (SONY VAIO VGN-FZ18m Battery).

If you have mobile hotspot service on your cell phone, you may be able to buy a Wi-Fi only tablet and connect it to 3G over Wi-Fi instead of buying an additional data plan. Another option is a separate mobile hotspot device, such as Verizon’s MiFi(SONY VAIO VGN-FZ11m Battery).

Or if you intend to only use your tablet at home, you can connect it to your own wireless network. Once again, it depends on your particular usage needs(SONY VAIO VGN-FZ11z Battery).

5: Open or closed?

Some folks prefer an open source platform such as Android, which allows for more configuration differences, different user interfaces, and apps that can be had from multiple sources without requiring approval by the vendor or carrier(SONY VAIO VGN-FZ11l Battery). Others like the consistency of Apple’s products: As with Holiday Inn, you always know exactly what you’re getting. The company exerts tight control over the distribution of the apps, what you’re allowed to install, and what changes you can make to the look and operation of the device(SONY VAIO VGN-FZ140E Battery).

This is really a matter of personal preference and philosophy, but it could be an important consideration in choosing the right tablet for you.

6: Input options

Tablets like the iPad have proven to be great devices for consuming content, but less great for creating it(SONY VAIO VGN-FZ150E Battery). The onscreen keyboard isn’t the most comfortable thing to work with for long documents, and the touch interface, while appropriate for many tasks, can be frustrating for others. There is a wired keyboard dock available for the iPad, or you can use a Bluetooth wireless keyboard with it(SONY VAIO VGN-FZ190 Battery).

Some tablets will make it easier and faster to use the onscreen keyboard by including Swype. It may take a bit of practice to get up to speed, but a lot of those who use Swype swear by it and won’t even consider a device without it(SONY VAIO VGN-FZ460E Battery).

Many of the Android and Windows tablets will include USB ports, which should enable you to attach standard USB keyboards and/or pointing devices. Voice command is possible with the iPad if you jailbreak the device, voiding your warranty. The Vlingo voice control app is available in the Android Market; whether it works on the Android-based tablets remains to be seen(SONY VAIO VGN-FZ440N Battery). All editions of Windows 7 include built-in voice command functionality and dictation. Assuming the tablets have a microphone, you should be able to use these features. However, since none of the Windows 7 slates have actually been released, we’ll have to wait to find out for sure(SONY VAIO VGN-FZ32 Battery).

7: Is the price right?

The iPad costs from $499 (Wi-Fi only, 16 GB storage) to $829 (3G, 64 GB storage), considerably more than the least expensive netbooks. The Samsung Galaxy Tab has been announced by Verizon at a price of $600 (3G, 16 GB storage with microSD expansion slot). There have also been many rumors that Sprint and T-Mobile will offer the Tab for $399 with a two-year contract(sony vgp-bpl9 battery).

The Windows 7-based CTL tablet (currently sold out and on backorder) is priced at $549 with Windows 7 Home Premium. Windows 7 Professional will cost an additional $55.

8: Smile: You’re on camera

One of the iPad’s most mentioned “missing in action” features is a camera. Although the form factor is a bit big for general photography, it’s perfect for video conferencing, so a front-facing camera seems like a natural(SONY vgp-bps9 battery). If you want to be able to take pictures or video conference with your tablet, you’ll want to skip the Apple product for now. If you already carry a smart phone, most have higher resolution cameras than the tablets and are easier to use for snapping pictures; thus a front-facing camera might be all you need on the tablet(SONY VAIO VGN-FZ11S Battery).

The Verizon Galaxy Tab sports two cameras, a 3 MP rear camera with flash and a 1.3 MP front-facing one. But according to some reports, the AT&T version will not have the front-facing camera. The Windows 7 CTL tablet has a 1.3 MP Webcam (front-facing) but no rear camera(SONY VAIO VGN-FZ Battery).

9: All about the apps

As with choosing a smart phone, a big consideration for many will be the apps available for a particular tablet platform. The Apple App Store boasts hundreds of thousands of apps, most of which will run on the iPad as well as the iPhone — but the number made specifically for the iPad is smaller(SONY VGP-BPS8 battery). Those made for the iPhone may not display very well on the iPad. The Android Market has tens of thousands of apps available for its phones and a large number of these will undoubtedly be ported to the tablet format. Of course, a Windows 7 tablet will run most of the applications written for that desktop operating system(Sony VGP-BPS13/B battery).

We also expect to see some tablets that will run Windows Embedded Compact 7, like those demonstrated at Computex. Which apps will run on that OS is not clear. What we apparently won’t see anytime soon is a tablet running Microsoft’s new Windows Phone 7 OS(Sony VGP-BPS13B/B battery):

Also to come in early 2011 are HP’s tablets that run the Palm WebOS. We don’t have any specs on those yet, although HP just recently released v2.0 of the WebOS operating system(Sony VGN-FZ11E battery).

Choosing a tablet-based on operating system will mostly come down to the apps that are available, and it’s not so much about how many there are as whether you can get the ones you want(Sony VGN-FZ32 battery).

10: Compatibility issues

For most users, a tablet won’t exist in a vacuum; it will be one of several devices. Although more and more people are comfortable living in a multi-platform world, some prefer more consistency from device to device. That means if you use a Mac and an iPhone, you might prefer an iPad. If you run Linux on the desktop and do your calling on a Droid, one of the Android-based tablets might be a better fit. And if you’re a Windows guy or gal, the Windows 7 tablets will provide a more familiar experience(Sony VGN-FZ440N battery).

Another compatibility-related issue has to do with wireless carriers. If you want a 3G tablet, you’ll need one that’s compatible with your cell phone company of choice. The Galaxy Tab is expected to be available in both GSM and CDMA versions to work with all four major U.S. wireless carriers, but with the iPad, you have to get a little more creative. Since it doesn’t work on the CDMA network, Verizon sells only the Wi-Fi version, and then bundles it with the MiFi hotspot. This requires that you carry around a second (albeit small) device to connect(Sony Vaio VGN-FZ38M battery).

Summary

Choosing a small, light slate tablet is about to get a lot more interesting — and a lot more confusing. We’ll have numerous options when it comes to size, connectivity, storage capacity, features, operating system, and price. Picking the tablet that’s right for you will be more of a challenge, but you’ll be more likely than ever to end up with exactly the right fit for your lifestyle, usage habits, and budget(Sony VGN-FZ11L battery).

10 tech tasks you should be able to do in your sleep

In the tech field, there are certain tasks that you do more than any other. There are go-to tasks you almost always do, regardless of the situation. And there are certain essential tasks that can save your skin onsite. These are tasks you should be able to do on autopilot(Sony PCGA-BP2EA battery).

Earlier this month, I looked at 10 essential items to take with you on onsite calls. Now I’m going to share my list of 10 tasks I think every consultant or support tech should know. These tasks cover a range of topics and issues. Some of them you will already know like the back of your hand. But you might not be familiar with others(Sony VGP-BPS13/B battery).

1: Run chkdsk

Recently, I had a client whose two point-of-sale machines were randomly crashing. When onsite, I asked the age of the machines (I had my suspicions) and found out they were approximately four to five years old(Sony VGP-BPS13/S battery). And judging from the size of their QuickBooks data file, the machines got hammered on a daily basis. It took only a quick run of chkdsk to find out the machines’ drives had errors. This command should definitely be in your toolkit. In some instances, it will save you a great deal of time(Sony VGP-BPS13B/B battery).

2: Uninstall antivirus

There’s been a rash of viruses in this area lately, and the old school antivirus just isn’t cutting it. We often prescribe AVG Pro, and as with nearly all antivirus solutions, the current antivirus must be uninstalled before installing the new. The unfortunate reality is that every antivirus has a different path to complete uninstall. The first place to look, of course, is the antivirus menu entry(Sony VGN-FZ11E battery). Sometimes it will have its own uninstaller. If not, your best bet is to either carry with you (on a flash drive) tools that will do the trick or have Internet access so you can go to the vendor’s Web site and find out how to uninstall. After a while, you’ll have them all memorized(Sony VGN-FZ32 battery).

3: Map drives

This is one of the easiest tasks with one of the biggest benefits (at least in the eyes of the client). Mapping drives makes finding data on remote locations so much easier for the user. And successfully mapping drives means you won’t be called out again because the user can’t seem to locate the data on the server any longer(Sony VGN-FZ440N battery).

4: Join a workgroup

If a company has multiple machines that need to share files, but it isn’t big enough to require a domain, joining those networked machines to a common workgroup will make everyone’s life easier. But I am always surprised when I hear that consultants are unsure of the benefits of workgroups and/or how to join a machine to a workgroup. This is consulting 101(Sony VGN-FZ38 battery).

5: Join a domain

This takes the workgroup to another level. Not only can you see other computers that reside on the domain, login credentials are contained on a single machine so users can log in from any machine on the domain. The process of joining a domain is similar to that of joining a workgroup. You will, however, need to know the complete domain of the company. Is it DOMAIN or DOMAIN.local? Another basic task, yet it’s overlooked time and time again(Sony VGN-FZ62B battery).

6: Use the command line

It always strikes me as unbelievable when I run into IT pros who don’t know how to use the command line. I guess I have an advantage coming from a Linux background, but every consultant should know how to use the command line. Even in Windows, it’s a must-know tool(Sony Vaio VGN-FZ31J battery ).

7: Safely restart a Linux server from the command line

You will come across this one day. And although it’s rare for a Linux server to need rebooting, you need to know the command sudo reboot and how to do it so that users have time to log out of whatever they’re doing. Just like any computer, if you don’t shut down or restart safely, there are dangers(Sony Vaio VGN-FZ31B battery).

8: Check for rootkits

Rootkits are nasty. And many times they go unchecked and destroy all of your hard work. Every consultant must know how to check for a rootkit or at least know of a good antivirus software that includes rootkit defenses. If your client’s machines aren’t being checked for rootkits, cross your fingers when you finally install a tool to check. If a rootkit is there, the damage might already be done. I have dealt with rootkits that rendered a machine unrecoverable(Sony VGN-FZ18L battery).

9: Replace any component on a machine

You never know when you will have to replace RAM, a video card, a CPU, or some other component. Although these tasks seem far too simple to even mention, there are some people who(Sony VGN-FW11M battery), when faced with replacing a CPU, will toss up their hands and tell their clients they have to purchase a new machine. To those consultants I have to say “Really?” Replacing hardware is done for sport by most geeks. Be it power supply, hard drives … you name it. Get your hands in that case and get them dirty(Sony Vaio VGN-FZ18S battery)!

10: Deal with angry clients

Although this doesn’t address computer issues, it is one of those challenges you’re inevitably going to face. Either you’re dealing with a client who is generally an ugly person or you have done something they didn’t like. One way or another, you’re going to need the skills to calm those clients down and reassure them that you will do everything you can to make them happy(Sony Vaio VGN-FZ38M battery). It may mean you take a loss on the job or it may mean you put in more time than you really want. But making that cranky client happy will go a long way in helping your reputation. Of course there are limits. Some people are simply never satisfied. The best solution for those types of clients(Sony VGN-FZ11M battery)? Fire them.

Expand the list

These are 10 tasks every support tech or consultant should know. Do you have a few other essential tasks add to this list? If so share them with your fellow TechRepublic readers(Sony VGN-FZ11L battery).

10 ways organizations can cut costs with IT asset management

Even though IT budgets are on the rebound, most organizations are still under pressure to further reduce operational costs. You may have already taken steps to consolidate and rationalize your IT assets, but chances are there are still savings to be found by improving the way you manage those assets(Sony Vaio VGN-FZ battery). According to Forrester Research, an enterprise’s IT estate can often account for 50 percent of the total enterprise asset base and sometimes as much as 80 percent of capital expenditure.

Despite that big chunk of change spent on IT assets, most organizations are not doing all they can to streamline those costs(Sony VGP-BPS8 battery). In fact, Gartner estimates that as much as 20 percent of software licensing and hardware maintenance charges are incurred for assets that are no longer in use [Gartner, "Don't Overlook Opportunities to Save Costs on ITAM," March 2008]. While most organizations have some IT asset management (ITAM) procedures and tools in place, there is typically more that can be done to improve asset management and lower costs(Sony VGP-BPL9 battery). IT departments need to adopt integrated automation solutions that not only give them a total picture of their asset and service lifecycles, but also reduce the cost and complexity of managing those lifecycles(Sony VGP-BPL11 battery).

With the right tools, IT can easily take control of resource-intensive ITAM challenges — such as discovering, tracking, auditing and managing — to turn a situation of chaos into one of true value for the company. However, not all ITAM tools are created equal. For organizations to cut costs and improve asset management practices, IT organizations should keep these 10 things in mind(Sony VGP-BPL15 battery).

1: See clearly now

Accounting for each of your IT assets is the first step to maximizing your investment in your current hardware and software. IT departments must know the location, configuration, and usage history of every single asset to optimize their IT estate(Sony VGN-FZ460E battery). With this information in hand, they can then determine the true value of each asset and eliminate those that eat up costs without giving a lot back to the business.

Unless you only have a handful of assets — or an IT team with a lot of spare time — the only way to quickly paint a picture of your entire IT asset landscape is through an automated discovery tool. The solution should not only discover what hardware, software, and non-OS device assets are in your network, but also how, when, and by whom your hardware and software is being used(SONY VAIO VGN-FZ4000 Battery). This will allow you to easily identify assets that may be retired, redeployed, or reused and reallocate their costs accordingly. It will also allow you to automate routines to gather updated views and monitor changes(Sony VGP-BPS13 battery).

2: Process, process, process

Whether small or large, organizations need a standard set of ITAM processes that align with the business and that are both measurable and consistent. While there are a lot of best practice frameworks to pull from, be careful not to try to jam a “square” process into a “round” organization. If the new process doesn’t make your team’s lives easier or demonstrate measurable benefits, people are just going to revert to the old way of doing things( Sony VGP-BPS3 battery).

Accordingly, your ITAM solution needs to be flexible enough to support your unique processes without a lot of expensive configuration programming or consulting. It should also be so easy to use that it guides users through automating these new processes without causing them a lot of frustration over complexity(Sony Vaio VGN-FZ21M battery ), getting the process into live production and day-to-day administration. Clearly defined processes, which are automatically tracked and measured, will help ensure you have control over and can report on every IT asset within your network(Sony VGN-FZ150E battery).

3: Compliance is key

Software license compliance is crucial; especially since vendor auditing is on the rise. According to a July 2009 report from Gartner, more than 50 percent of organizations had been audited by at least one software vendor in the last 12 months(Sony VGN-FZ15 battery).

For this reason, you need to be constantly aware of any software that is overused or retired to ensure you’re not operating outside of the terms of your agreements and putting your organization in a vulnerable position. This will allow you to meet vendor license obligations and avoid hefty fines and penalties(Sony VGN-FZ15L battery). You can stay on top of this by implementing an ITAM solution that defines policies, continuously monitors your environment for disparities, and provides auditors with records of your software compliance levels(Sony Vaio VGN-FZ18M battery).

4: Be green — it’s easy

Wasted energy is wasted money. Despite this, most computers are in use less than 20% of the time, as companies struggle to define, implement, and enforce power management policies across a distributed infrastructure. Most computers today have extensive power management capabilities, but IT often lacks the resources or automation to exploit these features to manage CO2 footprints and expenses throughout the day(Sony VGN-FZ15T battery).

An effective power management tool will allow you to report on cost and energy savings to demonstrate the value to management. In addition, a power management tool will enable you to easily configure and deploy detailed power management policies tailored to your users’ specific work patterns and needs around the clock(Sony VGN-FZ480E battery). It should also have “wake-up” capabilities, so that IT technicians can still run updates, patches, and other maintenance functions after hours without having to leave all the machines on. Taking control of your power management is a win-win: Reducing energy consumption is good for the environment, and reducing costs is good for your bottom line(Sony VGN-FZ61B battery).

5: Prevent unauthorized software and device usage

Data leakage or privacy breaches can cripple an organization. Yet many companies focus on external threats while forgetting to protect against internal risks, such as those that arise from the proliferation of removable devices(Sony VGN-FZ31E battery). The loss of sensitive information (e.g., corporate financial data and customer data) is expensive to recover. An effective device management solution will allow you to define policies and automatically lock down unauthorized devices to ensure that confidential information doesn’t go outside your walls(Sony VGN-FZ340E battery).

6: Be proactive about patch management

It’s important to constantly detect and analyze potential risks to your IT assets, such as missing security patches. Ensuring that systems are properly patched and up to date can seem daunting and time consuming; however, with 90% of attacks coming from security holes for which patches have already been issued, missteps and delays in the patch process could be extremely costly to the business(Sony VGN-FZ180E battery). For this reason, it’s imperative to implement a comprehensive patch management solution that can automatically identify missing patches and critical fixes, even to devices only periodically connected to the network or whose location is unknown. This will not only help alleviate the hassle typically associated with the patch management process, but greatly reduce security risks and unplanned downtime(Sony VGN-FZ18E battery).

7: Don’t be vulnerable

As is the case with patch management, it’s essential for organizations to be proactive about mitigating potential IT asset vulnerabilities, such as abnormal usage, brute force attacks, or denial of service and Trojan horses. Bad vulnerability management practices can be expensive and seriously disruptive to productivity(Sony VGP-BPL4 battery). To avoid this, look for a solution that can automatically and continually scan network assets to identify, assess, and automatically remediate vulnerable or non-secure configurations. This will allow you to quickly determine the impact of vulnerabilities across the business and instantly fix the problem, which ultimately makes the organization more secure at a much lower cost(Sony VGN-FZ160E battery).

8: Solve problems remotely

Productivity and money are often wasted when someone from the IT staff needs to stop by a user’s desk to resolve an issue. Implementing a remote desktop software solution allows technicians to resolve user issues from where they are and deliver direct fixes. This reduces service expenses, user downtime, and demands on the IT staff. Faster resolution means better service, lower costs, and more satisfied customers(Sony VGN-FZ15M battery).

9: Streamline software deployments

Evolving business needs and constantly changing technology makes it difficult and expensive to keep software and systems up-to-date and configured correctly. Organizations can reduce cost, risk, and labor typically associated with configuration changes by implementing a software solution that automatically distributes and installs application and operating system packages across the network(Sony Vaio VGN-FZ18G battery).

10: Implement an ITAM solution that can grow with you

Finding the right solution for your organization’s ITAM needs can be complicated and costly, and ultimately it may not be realistic to implement all of the above best practices at once. To avoid having to pay an exorbitant amount of money up front, organizations should look for a single(Sony VGN-FZ11L battery), unified ITAM solution that provides a centralized view of multiple IT operations for your business and that can grow with the needs of the business, rather than combinations of segregated products that will create knowledge gaps and lack the ability to provide correlated information. An integrated solution will allow you to pick and choose the combinations of solutions that your organization needs now and add products down the line to keep up with the ever-changing needs of your business(Sony Vaio VGN-FZ38M battery).

10 things you shouldn't do when working with an upset customer

It’s the call every IT support pro dreads. The customer has major concerns over slow performance or an outage, and you are the person who answered the phone or who is working the desk. Here are 10 mistakes to avoid when working with such a customer.

1: Taking their attitude personally(Sony Vaio VGN-FZ battery).

Chances are, you aren’t the person who caused the problem. More likely, you’re simply the person who drew the proverbial short straw. But the customer may see you as the representative of the technology that is causing the problem(Sony VGP-BPS8 battery). It may be little solace when you’re facing a tirade, but it still helps if you remember this difference. If you recognize that it’s the technology, not you, that’s creating the problem, you will have an easier time responding and resolving the situation(Sony VGP-BPL9 battery).

2: Failing to allow the customer to vent

Last night, while preparing a salad for my wife to take to work, I was discussing with my daughter the importance of remaining calm. When I turned back to the salad, I found that Chester, our cat (the same cat who created laptop problems for me), was sampling it. Of course, I disregarded everything I just told my daughter, unleashing choice words for Chester(Sony VGP-BPL11 battery).

Recognize that similar outbursts invariably accompany technology problems. Nothing you do can decrease or end such an outburst. In fact, if you cut off customers mid-rant, you will make them even more upset. As long as the venting doesn’t involve obscenity or personal attack or abuse, it’s best simply to let people vent. Once they’ve done so (and eventually they have to stop, if only because they run out of breath), you can begin discussing the issue rationally(Sony VGP-BPL15 battery).

3: Ignoring the emotional

When a customer encounters a problem, an emotional reaction invariably occurs. The degree of this reaction, of course, depends on the nature of the problem and its implications. Someone having a problem with a personal PowerPoint, on Saturday morning(Sony VGN-FZ460E battery), will react less strongly than someone with a PowerPoint problem an hour before a presentation to the CEO. An IT analyst who ignores this emotional aspect of a computer problem risks creating more problems with the customer(SONY VAIO VGN-FZ4000 Battery).

When you’re finished, or even while you’re still working on the problem, take a second to say, “I know this problem is/was a pain” or “I know that solving this problem is important for you.” When you do these things, you make the customer feel better. And you actually help yourself too(Sony VGP-BPS13 battery). Because later, even if you don’t solve the problem as quickly or as neatly as you like, the customer often will cut you some slack. Conversely, if you fail to acknowledge the customer this way, you could end up with a still-unhappy customer even if you solve the technical problem(Sony Vaio VGN-FZ21M battery ).

4: Focusing only on the technical

Too many IT analysts focus only on the technical nature of the problem. That is, they focus only on getting the application to work or making the network connection faster or getting the printer to print. However, while customers do want the technical problems resolved(Sony VGN-FZ150E battery), they also want an acknowledgement that the problem did occur and that they were inconvenienced by it. If you focus only on the technical problem while failing to recognize and mention the inconvenience to your customers, chances are they’ll remain dissatisfied even after you resolve the technical problem(Sony VGN-FZ15 battery).

5: Falling into a “me vs. you” approach

Too often, the appearance of a problem causes the IT person and the customer to fall into an adversarial relationship, with finger pointing. Not only does this create extra stress, it delays problem resolution. Try as quickly as you can to focus the customer’s concern on fixing the problem. That is, make the problem your common enemy. Ironically, this may lead to a closer bond to your customer(Sony VGN-FZ15L battery).

6: Overusing “you”

This word, overused, can provoke a negative reaction and make customers feel defensive. Consider rephrasing the statement passively, or using “I” instead. For example, rather than say, “You didn’t back up the document” (and maybe the user wasn’t supposed to do so in the first place), consider saying, “The document wasn’t backed up.” Instead of saying “You need to speak louder,” consider, “I’m having trouble hearing(Sony VGN-FZ180E battery).”

Another area of confusion (and hence needless aggravation) involves the personalization of computers. Instead of saying “You have a memory problem,” it’s better to be specific and say, “Your computer has a memory problem(Sony VGN-FZ11S battery).”

7: Making inappropriate physical gestures

No, I don’t mean THOSE gestures. I’m referring to the more innocent ones, which still can aggravate. Have you ever taken your car for service and had the mechanic look under your hood and then whistle? My rule of thumb always has been that amount of the final bill correlates to the length of the whistle. When you heard that whistle, how did you react? No doubt you felt a hole burning in your pocket, right(Sony VGN-FZ29VN battery)?

In the same way, be careful about how you react to things your customers tell you about a problem. Of course they failed to do a backup. Of course they populated the database with the wrong data. Even though you want to pull out your hair, roll your eyes, or simply scream(Sony VGN-FZ220E battery), try to refrain from doing so. Likewise, try to refrain from the “Oh no,” the exasperated “I don’t believe it,” or your car mechanic’s whistle. Those customers have turned to you for help. Reacting the wrong way may upset them, make them angry at you, or cause them to lose confidence in you(Sony VGN-FZ11Z battery).

I’m not saying you must sugarcoat the situation. If the problem is serious, say so — but try to be as level-headed as possible when you do(Sony VGN-FZ11M battery).

8: Telling customers to calm down

None of us would try to douse a fire by putting gasoline on it. When we tell a customer to “calm down,” though, that’s exactly what we’re doing. The customer will not calm down. In fact, the customer will angrily deny being angry and become even more angry at your suggestion(Sony Vaio VGN-FZ31M battery).

An upset person is like a person with the flu. Those feelings of anger simply have to run their course, and only then can you deal rationally with the person. During all of the customer service sessions I have taught, I have had ONE person tell me that saying “calm down” actually worked. The odds are against you. Stay away from that phrase(Sony Vaio VGN-FZ31Z battery).

9: Using slang synonyms for “upset”

We all use slang. But you should avoid using slang words for “upset.” If you’re talking with the customer, never say, “I’m sorry that you’re…(Sony Vaio VGN-FZ38M battery)

Freaking out

Flipping out

[All] bent out of shape

Using those phrases can send a signal that you aren’t taking the situation seriously or that you’re making fun of the person. Avoid those phrases even if you’re talking about the situation to someone other than the customer — for example, to a co-worker. Word might get back to the customer, and you could have a problem(Sony Vaio VGN-FZ31S battery).

10: Failing to take advantage of physical positioning

Use physical positioning to your advantage when dealing in person with an upset customer. Are the two of you standing? Then find a place to sit down. Sitting carries more peaceful connotations, because physical combat is more difficult from that position. Once you’re seated, remove barriers(Sony VGN-FZ11L battery). If you are behind a desk or a counter, come out from behind it and sit on the same side as the customer. If the two of you are looking at a document, map, or diagram, position yourself so that you are facing the same direction as the customer. Doing all of these things sends the message that you and the customer are on the same side(Sony VGN-FZ190 battery).

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