System/Network Management TechKNOWvatioN

The System and Network Management TechKNOWvatioN centers on the day-to-day operations necessary to maintain a high degree of reliability and availability of the resources used in a complex technical environment. The day-to-day operations include such things as managing processes and queues, changing user accounts, e-mail administration, and network administration.

System and Network Management tends to focus on “behind the scene” activities not visible to the user, or if they are visible, are thought of as utility services; such as network access, application access and peripheral access.

• Messaging TechKNOWvatioN Service

The Messaging TechKNOWvatioN Service is the set of services that installs, customizes, and supports distributed computing environment infrastructure communications systems such as Email, spam filters. Messaging services focuses primarily on the server based aspects of the communication systems rather than the client or user side.

• Email Services

The Email Services Element is the service that installs, customizes, and administers Email services for a technically complex environment. The Email Services Element is concerned with message delivery between people in a one-to-one or one-to-many relationship. These applications are considered part of the utility infrastructure of a distributed computing environment.

• Anti - Spam Filters

The News Services Element is the service that installs, customizes, and administers news systems for the organization. The News Services Element is concerned with delivery of information between people in a many-to-many relationship. These applications are considered part of the utility infrastructure of a distributed computing environment.

• Message Encryption / Security

The World Wide Web Services Element is the service that installs, customizes, and administers web server systems. Web Services Element is concerned with providing of information to people in a one-to-many relationship. These applications are considered part of the utility infrastructure of a distributed computing environment.

• Desktop TechKNOWvatioN Service

The Desktop TechKNOWvatioN Service is the set of services that installs, customizes, and administers application software, operating system software, and hardware for desktop machines in a technically complex environment. Most of these services involve “behind to scenes” activities, which the end users only see when there is a problem. However, this TechKNOWvatioN Service, more than any other in this TechKNOWvatioN, involves contact and interaction with the end user community making it a critical area for customer satisfaction.

• Operating System Administration

The Operating System Administration Element is the service that installs, customizes, and administers desktop (client) OS software, configuration files, and system utility software.

• Application Administration

The Application Administration Element is the service that installs, customizes, and administers standard office application software and user utility software. Standard office software is considered anything that is installed in significant quantity or of significant importance so the IT organization can justify supporting it.

• Hardware Support

The Hardware Support Element is the service that maintains the desktop hardware of a technically complex environment. Hardware Support is concerned with installation, configuration, preventive maintenance, corrective maintenance, physical relocation, and changes to equipment. This element focuses on the physical or manual aspects of the hardware. The Hardware Support Element can have a direct impact on user perception of service quality because of the direct contact between users and support personnel.

• Server TechKNOWvatioN Service

The Server TechKNOWvatioN Service is the set of services that installs and administers server based/virtual computers for a technically complex environment. Server Services is concerned with the day-to-day operational aspects of keeping system resources running and available. Server Services addresses the administration of print queues, batch queues, process queues, system processes, configuration files, and the installation and customization of application and OS software.

• Operating System Administration

The Operating System Administration Element is the service that installs, customizes, and administers sever based OS software, configuration files, and system utility software.

• Process Management

The Process Management Element is the service that manages processes and batch jobs on the server to ensure that system resources are running and available.

• Printing Management

The Printing Management Element is the service that manages printing subsystems and queues on the server to ensure that these system resources are available.

• Application Administration

The Application Administration Element is the service that installs, customizes, and administers application software and user utility software on servers. This element includes software license administration.

• Hardware Support

The Hardware Support Element is the service that maintains the server hardware of a technically complex environment. Hardware Support is concerned with installation, configuration, preventive maintenance, corrective maintenance, physical relocation, and changes to equipment. This element focuses on the physical or manual aspects of the hardware.

• Database Services TechKNOWvatioN Service

The Database Services TechKNOWvatioN Service is the set of services that installs and administers database management systems for a technically complex environment. Database Services is concerned with the day-to-day operational aspects of keeping the database management system running and available. Database Services address such issues as database tuning, database account management, database processes, configuration files, and the installation and customization of database management software.

• Database Administration

The Database Administration Element is the service that installs, configures, and does the day-to-day administration of the database management system to ensure their reliability and availability to the user community.

• Database Performance Monitoring

The Database Performance Monitoring Element is the service that monitors performance of the database management system to ensure that the database systems are available and performing well.

• Database Performance Tuning

The Database Performance Tuning Element is the service that tunes the performance of the database management system to ensure that the database systems are performing in as efficient manner as possible.

• Network TechKNOWvatioN Service

The Network TechKNOWvatioN Service is the set of services that installs and administers network devices for distributed computing environment. Network Services is concerned with the day-to-day operational aspect of keeping the network running and available. Network Services address managing the cable plant, routers, bridges, hubs, cabling changes, and the installation and customization of network device software.

• Cable Plant Management

The Cable Plant Management Element is the service that installs and supports the physical network. This element focuses on the activities and processes involved at layer one of the OSI Networking Model.

• LAN Management

The LAN Management Element is the service that installs, configures, and administers local area network devices and software. These LAN devices include bridges, hubs, routers, and switches used in the LAN environment. LAN Management is concerned with the day-to-day operational aspects of keeping the LAN running and available.

• WAN Management

The WAN Management Element is the service that installs, configures, and administers wide area network devices and software. WAN devices include DSUs, CSUs, routers, and switches as well as working with Internet Service Providers and Public WAN providers. WAN Management is concerned with the day-to-day operational aspects of keeping the WAN running and available.

• Remote Access Management

The Remote Access Management Element is the service that installs, configures, and administers remote access devices and software such as modems and terminal servers. Remote Access Services is concerned with the day-to-day operational aspects of keeping remote services running and available.