The company that I have been studying in this Task is ECsoft (European Community Soft).
R.1 Introduction
R.1.1 Background of the company
The company that I have been studying in this Task is ECsoft (European Community Soft). ECsoft is an independent IT consultancy and systems integrator that operates internationally. ECsoft is a PLC (public limited company), and they have shareholders. Therefore the owners of ECsoft are the shareholders. The managing director's name is Steve Leegood. ECsoft provides IT services and solutions for many of Europe's top 500 companies private and public sector organisations. ECsoft creates a project, when the company wants one, around an application for a company and implements solutions to improve the company's profitability. They basically do custom programming. Therefore the main aim, for the company is solving a problem to improve a company's profitability. The services that ECsoft provide are a range of business and technical skills in depth of the market area. The main markets are financial services, retail, media /publishing, public sector, telecommunications, travel and transportation and manufacturing.
This is a general background of the company
* ECsoft's principal operations are in the UK and Scandinavia. The company is based in Berkhamsted.
* In July 1994 ECsoft started.
* In December 1996 ECsoft floated on Nasdaq.
* In June 1998 ECsoft floated at a valuation of £190.7m.
ECsoft use IT for two main reasons, internal and external. The use of IT is important internally because it helps to run the business, the infrastructure, communication is easier and sharing knowledge. It is, in addition, important externally as it is easier to work for a client since the work can be coordinated. This means that the communication and organisation is better with the use of IT. Other benefits of IT to the business are that there is a vast storage capacity, and it is easier to backup your work, or in this case a project that you are doing. Also it attracts other companies because it improves their company image.
A few years ago ECsoft sold some of their services to Pink Roccade. Pink Roccade is a Dutch company. Pink Roccade has been around for over 50 years and has provided ICT services in information intensive sectors. They have a range of customers, which are bankers and insurers, central and local government, social security, health care, the food sector and manufacturing. Pink Roccade is one of the leading players in the outsourcing market in the Netherlands and is on the way to becoming a well-known competitor in Great Britain. In ECsoft Pink Roccade do the systems administration. They are under a contract. There is one ECsoft systems administrator who manages Pink Roccade.
The company's turnover in the UK alone in 2001 was $111 million
R.1.2 The structure of the organisation
ECsoft is part of a chain across Europe. In the UK they have 2 branches, one in London, and another in Northamptonshire, Rushden. The locations are listed below:
ECsoft Group plc - Corporate Head Office
ECsoft Group plc
01 Wigmore Street
London
W1U 1QU
United Kingdom
Tel : +44 (0)20 7355 1101
Fax: +44 (0)20 7355 9001
ECsoft Denmark - Head Office
ECsoft Danmark A/S
Lautruphoj 1 -3
DK-2750 Ballerup
Denmark
Tel : +45 44 66 2466
Fax: +45 44 66 2444
ECsoft Norway- Head Office
ECsoft Norge AS
Stortorvet 10
Postboks 417 Sentrum
N-0103 Oslo
Norway
Tel : +47 22 34 8000
Fax: +47 22 34 8010
ECsoft Netherlands - Head Office
ECsoft Nederland
Zekeringstraat 42
014 BT Amsterdam
Holland
Tel : +31 (0)20 680 27 77
Fax: +31 (0)20 680 27 78
ECsoft Sweden - Head Office
ECsoft AB
Sveavägen 17
11 57 Stockholm
Sweden
Tel : +46 8 506 111 00
Fax: +46 8 667 3265
The structure of the company in the UK is as follows:
In Europe there are 700 staff. In the UK there are 250 staff.
The hierarchy for the IT staff in the UK is as followed:
The IT staff can do all types of jobs. These jobs are the system administration, Technician, Help Desk, etc. They have 1 ECsoft staff and the rest of the IT staff are Pink Roccade. This hierarchy shows that ECsoft have control over Pink Roccade. David Gardiner is in charge of the systems administration, therefore if Pink Roccade want to do anything to the company they have to consult David Gardiner first.
R.1.3 IT Systems Administration
As above the systems administration is done by David Gardiner. However if any help is needed then, people go to Pink Roccade. They can approach them by two ways, either by the telephone or they go to their desk. Therefore Pink Roccade act as a Help Desk towards the workers in the company.
The responsibilities that David Gardiner has as a systems administrator for the company are that he has to be able to manage and make decisions quickly. He also has to be able to communicate his ideas forward to other people. For that reason there is a big demand for him because there are not just technical issues that they have to deal with.
The systems administrators have to work for 37.5 hours a week, which are flexible. David Gardiner (systems administrator) has been working for ECsoft for 6 months and Pink Roccade have been working for 18 months for ECsoft, under a contract. From the 1st of February 2003 Pink Roccade will no longer work for ECsoft as their contract runs out then. Because of this ECsoft are going to recruit some people to do the systems administration.
The IT employees are trained by Pink Roccade. Pink Roccade do not have their own training centre. Although they find the best training method for the users. Pink Roccade send a bill to ECsoft for their training to people. The training is not formal. Most of the training is on-the-job training and they also have access to CBT (computer based training) training.
R.1.4 Description of the IT system
SOFTWARE
The software the company uses?
The software that the company uses is Microsoft Office.
The minimum requirements of the software is:
* 64 MB of RAM for the operating system, plus an additional 4 MB of RAM for each application running simultaneously
* 8 MB required for Outlook, Access, or FrontPage; 16 MB for PhotoDraw
The other software that the company uses is Windows 2000 Professional and Internet Explorer 6.
Operating System
The network operating system that they use is called Microsoft Windows NT Server 4.0. It is a multipurpose operating system that integrates a variety of network services. The services it provides are designed to address customer requirements and are managed in a single way. The system requirements for the system are:
* 486/33 megahertz (MHz) or higher, or Pentium, or Pentium PRO processor.
* 125 megabyte (MB) of available hard disk space minimum
They also have Windows 2000 Server SP3 and Windows 2000 Advanced Server SP3.
Windows 2000 Advanced Server is the server operating system for line-of business applications and e-commerce. Windows 2000 Advanced Server includes all the features and application availability of Windows 2000 Server, with additional scalability and reliability features, such as clustering, designed to keep businesses critical applications up and running in the most demanding scenarios.
Workstations Operating System
The workstations operating system have Windows 2000. They are investigating Windows XP.
The minimum requirements of Windows 2000 is:
Computer/Processor - 133 MHz or higher Pentium-compatible CPU
Memory - 256 megabytes (MB) of RAM recommended minimum [128 MB minimum supported; 4 gigabytes (GB) maximum]
Hard Disk - 2 GB hard disk with a minimum of 1.0 GB free space. (Additional free hard disk space is required if you are installing over a network.)
CPU Support - Windows 2000 Server supports up to four CPUs on one machine
If they decide to change their workstations operating system to Windows XP, they would have to take the following system requirements into account.
* PC with 300 megahertz or higher processor clock speed recommended; 233 MHz minimum required (single or dual processor system); * Intel Pentium/Celeron family, or AMD K6/Athlon/Duron family, or compatible processor recommended
* 128 megabytes (MB) of RAM or higher recommended (64 MB minimum supported; may limit performance and some features)
* 1.5 gigabytes (GB) of available hard disk space*
* Super VGA (800 × 600) or higher-resolution video adapter and monitor
* CD-ROM or DVD drive
* Keyboard and Microsoft Mouse or compatible pointing device
* The hardware that the company uses is Cisco.
Anti-Virus Software
The Anti-Virus software the company uses is Symantec Client Security.
* Symantec Client Security delivers integrated security for network and remote clients
* Enables centralized configuration, deployment, installation, and policy management of multiple security technologies
* Integrates Symantec's antivirus, firewall, and intrusion detection technologies to ensure security policy enforcement at the client
* Provides enhanced protection against complex Internet threats for clients in an enterprise network through integrated technology, management, and response
* Inspects inbound and outbound traffic through client firewall technology for known intrusions and compliance with firewall and application rules
* Optimises administrator resources and helps reduce administrative, support, and overall security costs for network client protection
* Backed by Symantec Security Response, the world's leading Internet security research and support organization
Specific Application
The reason why a specific application for any company is needed is because without it the company would not run as efficiently. A specific application the company depends on is the E-mail system, to keep in contact with everyone. This is Lotus Notes 5.
Lotus Notes is and integrated software application that allows the user to perform the following task:
* Send, receive and manage electronic mail
* Manage your calendar appointments
* Navigate the Internet using the notes browser
* Create and monitor tasks and projects in your To Do list
* Create, access and manage informational databases
HARDWARE
Network Servers
They are mostly from the Compaq Proliant range including DL380, ML370, 1600, 1850R.
The ML370 is the most versatile, easy to manage 2-way platform that enables IT infrastructures to adapt to today's demanding business requirements.
Maximum headroom for growth
* Up to two Intel Xeon Processors
* Up to 12GB DDR Memory
* 6 open PCI-X 64 Bits/100 MHz slots
* Up to 8 hard drive bays
How the computers are networked?
The computers are networked by plugging in a cable into the computer or laptop. The cable is a 100Mb Ethernet.
Hardware description
The EB88796ISA ...
This is a preview of the whole essay
The ML370 is the most versatile, easy to manage 2-way platform that enables IT infrastructures to adapt to today's demanding business requirements.
Maximum headroom for growth
* Up to two Intel Xeon Processors
* Up to 12GB DDR Memory
* 6 open PCI-X 64 Bits/100 MHz slots
* Up to 8 hard drive bays
How the computers are networked?
The computers are networked by plugging in a cable into the computer or laptop. The cable is a 100Mb Ethernet.
Hardware description
The EB88796ISA is an ISA card with a single 10/100Mb ethernet port. As with all Simtec products, the card is designed and manufactured in-house to our usual high standards.
Main features of the EB88796ISA:
* Asix AX88796 10/100Mb ethernet controller.
* Single RJ45 connector.
* Optional EPP connector.
Mb user programmable flash ROM (larger capacities availalble).
Internet Line
The company uses an Internet connection of a 2Mb line, ADSL. The company uses a leased line, therefore they have their own private connection. The company has an intranet which has a copy of the cooperate newsletter, and is possible to access project documentation.
Hubs
The hubs the company has is Cisco Catalyst 1900 and 2900 switches.
Catalyst 1900 Series Switches
The Catalyst 1900 Switch supports high-speed server and backbone connections using unshielded twisted-pair (UTP) wire or fibre-optic cables.
Catalyst 2900 switches
These are the highest density, small form factor fixed configuration switches, which offer feature-rich end-to-end software and solutions for workgroup and wiring closets.
Routers
The Cisco 2500 series of Ethernet and token ring routers provide a wide range of branch office solutions including integrated router/hub and router/access server models
R.2 Security
R.2.1 Physical Security
Physical Security is very important in any type of business. ECsoft take many security measures to make sure that nothing is stolen by thieves. The most important is to have a secure alarm system and guards. The security measures taken are:
> A secure alarm system
> Physical access to the building is restricted as guards are on patrol at night
> Major assets are marked with ineligible markings. This is done by using a security marker. The marker that they use to mark the assets cannot be seen
> The major assets are logged in an asset register. They are logged because if it is stolen they know the product information and can then inform the police. If it is founded then the security numbers can be checked and if they match then they know that this product was stolen.
> Portable devices are secured to the furniture if left overnight (e.g. laptops). The portable devices that are left overnight are secured to the furniture by a Kensington Lock. This is a wire that goes under the carpet. The wire fits into the laptop and the wire is also fastened around a table leg.
R.2.2 Viruses
Viruses can enter an ICT system in many different ways. This is why ECsoft have to ensure that they cover all the different ways that viruses can enter the system. Computer hackers are the main people responsible for creating viruses. ECsoft use an anti-virus software, McAfee, to protect the system from viruses, which may damage it.
A virus definition is a definition to solve a virus so that if the system gets the virus it can deal with the problem easily. ECsoft updates these virus definitions automatically from the Internet. Client Machines are updated every week and servers are updated every night. Therefore the update provides the latest virus signatures and checks for a new scanning engine. ECsoft update their virus definitions from the McAfee website. It usually takes them approximately 2-4 minutes to update the virus definitions. So far ECsoft have not had any major viruses.
All the machines have the same anti-virus software and the files are scanned once a week. Virus definitions are updated automatically. Once the computer recognises that there is an update, it will go to the website and download it. However the servers update automatically every day. They update automatically because on the anti-virus software they have got a choice of whether updating it manually or automatically. The anti-virus software is installed in new machines by imaging. Imaging is when one machine is bought and set up exactly how they want it to be. When this is done they load it onto a disk. They then load the disk onto another machine. This is how they install it onto new machines.
R.2.3 Backup
The best way protecting from accidental or deliberate file deletion and corruption is to backup work regularly. ECsoft backup their work nightly to tape. This method of backup writes files from the fileservers to tape using a tape changer. The tape that they use is a DLT tape, which can store up to 50 GB of data. The backup medium, the tape, is changed nightly. They keep a tape library is the machinery room.
The daily backups are kept for 4 weeks and the end-of-month backups are kept indefinitely. All the backups made are kept in a fire safe, which is kept off site in secure storage. The backups are made in a secured room, where only David Gardiner, ECsoft's systems administrator, is allowed to go into the room. Al the tapes are labelled to prevent any mix-ups that may be caused.
The software that they use is Arcserve. It is set up so that they do a full backup on Friday and between Monday and Thursday they do an incremental backup. This is that they backup everything that has changed during the week, and then a full backup will be done on Friday. There are many features that the backup offers. Some of these features are that is integrates well with other software, therefore the backup will be good, it works remotely over a network, it has a drive for the tape library, the disaster recovery backup can be put onto a CD, and that if there is a problem it will email or page about the problem with the backup. The tapes are tested so that they can do a system restore. The software also provides a log of all the backups and maintains it, and therefore all ECsoft have to do is to label the tapes properly.
R.2.4 Disaster Recoveries
A company cannot totally protect itself against disasters. If a disaster happens, they must make sure that the system can be up and running in the shortest possible time. Many companies have a disaster recovery plan, however ECsoft do not have one. This is because they cannot afford to have a plan. They have not yet experienced any tragedies. Their worst situation they have been in is a systems failure of some kind. They usually solve problems by using their common sense, i.e. to go to their backups. However, if the building could not be accessed because they lost everything due to a fire, or otherwise, they could still continue their work, as they would still have their laptops.
Downtime is managed by a priority fix, which usually does not take a long time. They have a backup server so if one occurs they can use that. The backup server is kept in the machinery room. ECsoft also plan downtime. They organise this by having a meeting and discussing several factors, like when they should have it, if it runs overtime what they would do, etc. More often than not it is scheduled out of hours, therefore they do not disturb the work of the staff. They also have to allow for extra time in case they run over the planned time. However if the downtime is not planned then they try to resolve the problem as quickly as possible. They cannot organise for this, as they do not have the money to spend on a plan.
R.2.5 Passwords and Logons
Passwords and Logons ensure that only the staff can access the data on the system. The passwords and logons at ECsoft apply to files, printers, email and corporate data. The staff gets the least access they need to do their job.
Files that contain important passwords are not stored electronically. Passwords have to be changed on an annual basis of 3 months. They must have different passwords. The only information that is required to log on to the network is your username and password. If a password is forgotten then they contact the Help Desk, either by telephone, e-mail or to go to it. The Help Desk will help to reset it. The rules that they have for passwords are that they must use at least one number and no less than 7 characters.
R.2.6 Access Rights and Privileges
The people that control the access rights and privileges are the IT Department, IT Manager and the Managing Director. The IT Department control the day-to-day administration and the authority is by the IT Manager who is directed by the Managing Director.
Certain departments will have different access rights. The people are put into groups. The groups that they have are Development software, Personal, Finance, Human Resources, Business Units, Contracts, Sales, Marketing, Practice Areas and IT. For example the Finance and Human Resources Departments will have different access rights to the Sales departments. If a staff wants to access a file, they will have to approach a relevant person to obtain authorisation. Most of the activities that happen on the network are logged.
The activities that they log are the important ones. The things that they log are the activities on Lotus Notes. The activities that will be logged is:
> That the person has opened the application
> The number of emails that the person has opened
> When he accessed them
> When he sent the emails
The things that will not be logged is the person has accessed the windows server. Therefore it only accesses the important things. The log is kept on David Gardiner's computer. However, it is also kept on all of the other machines to a degree, which has details of only the user, which is read only and cannot be changed by the user. Whoever administers the server sets up the log. The log is set up to log only certain things, which are important. It is set up by choosing what should be logged and what should not be logged. Full logging of everything wastes space and therefore they have to choose suitably. Below is an example of what is logged.
This is an example of logging of Lotus Notes. This example shows the log of the Help Desk Staff.
R.2.7 Internet
ECsoft has a 2Mb leased line. In between sites things that are sent over the Internet are encrypted.
ECsoft has a firewall. A firewall is simply a program or hardware device that filters the information coming through the Internet connection into your private network or computer system. If an incoming packet of information is flagged by the filters, it is not allowed through. ECsoft's firewall model is unavailable for security reasons, but they chose this model, as it was sufficiently powerful for the job and to fit in with group-wide standards. The firewall is set up by a separate network from ouytside, which is intent. Therefore people trying to access inside information will have to try to get inside the firewall before accessing the information.
A VPN (virtual private network) is a private network that uses a public network (the Internet) to connect remote sites or users together. The VPN is set up by configuring the machine, away from the workplace, to use VPN. Then you would be able to come inside the firewall and therefore will be able to access all the information. This can be done anywhere.
ECsoft also use the RAS (Remote Access Service) feature, which is similar to the VPN connection, although it is not used similarly. You can be connected from anywhere. The user has to authenticate correctly by entering the number to come inside the firewall to access the information. The company offers a free 0800 number for the users to use.
R.3 Maintenance
R.3.1 General Maintenance
The systems administrators, Pink Roccade and David Gardiner are responsible for maintaining things, such as peripherals.
In ECsoft everyone has to play a part in maintaining the security, however there will be extra responsibilities for the IT staff as they have additional specific responsibilities. The security is maintained continuously.
R.3.2 Network Maintenance
The networking of systems at ECsoft is controlled by the IT managers of each territory. Networking maintenance only happens when there is a problem. Major incidents are very rare, however there are about 2 minor incidents a week. Examples of problems with the networks ECsoft get are configuration problems. If something is changed or added the user might have forgotten to do something. They do not cause a concern for them as they are fixed very quickly. The network software is upgraded when necessary. The processes to upgrade the Network Operating System is:
> Find operating systems that include networks
> Test the operating system - this is to ensure that it will work when it is installed
> Back up the old operating system - this is to make sure that they have still got the old operating system, because if something goes wrong they can put the old one back, so that the users can continue to work while they try and solve the problem
> Install it
> Run it
Depending on the situation, the response times vary. When minor incidents happen they are solved within a few hours and immediately for very serious problems.
The network security is maintained using the appropriate policies and logging. The personal management set the policies that are used. The users sign a contract, which has certain terms and conditions, rules what they are allowed to do and not allowed to do. For example they are not allowed to give out their passwords, they are not allowed to compromise the security or use the network inappropriately. The details that are logged are the users Internet access.
R.3.3 Software Maintenance
Software maintenance is needed because there are patches in the security issues that have to be fixed. The IT managers of each group (the groups are Development software, Personal, Finance, Human Resources, Business Units, Contracts, Sales, Marketing, Practice Areas and IT) maintain the software. The main reasons for maintaining the software is:
> To install updates - this is done by a number of procedures these are: determining how important the update is, to backup, install, test and then run it
> Fixes - the problems that they usually get are configuration problems and these can be solved by troubleshooting and if the problem cannot be fixed because of bugs they then work around the problem
> Upgrades (sometimes) - Justify why the software is better, test the software to see whether it is compatible and to make sure that it works, backup the old software, install it and then run it
The software is maintained with maintenance agreements with suppliers. In the maintenance agreements they usually agree to come and fix problems within a certain time. ECsoft make sure that they do not get into a major problem that the maintenance agreement does not state, so they do not have to come and fix the problem, by maintaining software.
R.3.4 Administrative Tasks
Each team member has responsibilities for completing the administration relevant to their role.
The company has various peripherals including printers, monitors, scanners, and storage devices. The peripheral that needs most maintenance is the printers as they are heavily used and have many moving parts. The duties requires for printer maintenance include: changing paper in or adding paper to the printer, monitoring paper supply, removing paper jams, changing printer ribbons or toners, cleaning paper heads and cleaning the printer when needed.
The tasks are not managed by anyone. The employers do things themselves, for example they will remove paper jams, etc. If they have a big problem they would then ask the help desk to help them. It is no ones specific job to manage the peripherals, such as the printers.
A replacement of the system, whether being a printer or scanner, is given when they are maintaining it.
R.3.5 File Management
In ECsoft all the files are owned by the user (more often than not the creator of the file). At the moment they do not implement disc quotas but the could if they wanted to. Managing huge files is not an issue for ECsoft. It is not a problem managing files as they do not have huge files, however they do have big folders with many files, but this is not a problem to have a big folder as it is much easier to move. All the files are managed via the fileserver admin tools.
R.4 Training Staff
R.4.1 Methods of Training
The method of training ECsoft use to train their staff is mostly on-the-job training. They refer to the things on the Internet or on books. They also have access to CBT (computer based training) facilities. There are many types of training and ECsoft realise that different types of training address different needs. This is why they try to choose the best, i.e. the most effective and cost effective. The types of training methods that they can use are:
> CBT (Computer Based Training) - this uses multimedia techniques to demonstrate skills to the end-users and to test their progress, usually provided on a CD-ROM or similar
> Online Training - trainees can practice with a training copy of the real application
> Video - a video is used to demonstrate how to use an application
> Training Manuals - these are books that are used to take a trainee through a training programme, step by step
ECsoft usually use all of them to train employees.
Rarely ECsoft send people on external training courses.
R.4.2 Training Considerations
Training is required when: a new version of a software package has been developed/bought, additional software has been developed/bought, and when a new employee starts in the ICT department.
ECsoft choose the training required by considering the gaps in people's knowledge compared with their requirements. Therefore they find out the needs and the benefits that the business will get from sending the employee on training. The format of training is chosen by what they have to learn and on the timescales. Training is usually given when it is absolutely essential.
The training is not formally planned but takes into consideration of when the training should be scheduled. The IT staff or the users boss can decide whether he/she needs training. Usually the users have on-the-job training by the IT staff who teaches them how to use the software. This training is usually only for people who have just recently joined.
ECsoft do not evaluate what they do at the end of the training.
R.5 Support
R.5.1 User Support
ECsoft has two types of user support, Helpdesk and Online reference information. There are 2 people at the Help Desk, who are ECsoft (only recently, before it was Pink Roccade). The user support is usually steady. This means that the Help Desk does not get overloaded with problems they have to deal with.
The procedure for reporting the problem is to get into contact with the Help Desk, by email, telephone and to walk in. They prioritise the problems with 4 levels. These are:
. The impact to the business is big
2. The impact to the users
3. Something is jeopardised
4. A user asking for information
There are also questions, FAQs, on the intranet. The intranet is set in a database in Lotus Notes.
This is a screenshot of the home page of the intranet.
The FAQs on the intranet are updated whenever new information becomes available or when they change something. The FAQs are updated by David Gardiner, who can do this because he has got the right access and he can then change the information.
All the problems they receive at the Help Desk are logged onto the system. An example of this log is in the section Access Rights and Privileges under Security. The problems are logged in a call tracking system in Lotus Notes. The procedure for fixing the problem is to see whether it is a big or small problem, with the 4 levels of priority, and then depending where the problem fits into fix it.
ECsoft has their own staff as consultants providing consultancy to their clients. They sometimes get involved in supporting their internal systems.
ECsoft have an uninterruptible power supply (UPS) which safely shuts down the server in the event of a power cut of loss of electricity supply, or of continuing its operations. For this the company has a UPS and they have several of them, which are Compaq ones.
R.5.2 Technical Support
ECsoft have a network of contacts with the suppliers, maintainers and service providers. They have maintenance contracts for hardware and software support. There are two copies of maintenance contracts, 1 for the Finance department and 1 for David Gardiner. The contracts are updated when the contract expires, which is usually annually. Also when some things change, like printers, they have to update the agreements.
Wherever they can they have got in their contracts a Service Level Agreement, which the maintainer is required to meet, however there are annual charges for this.
When there is a problem and they call up the maintainer the actual cost of the call is not free (i.e. it is not a 0800 no.) but they do not as a rule pay the maintainer per incident (i.e. they pay a fixed charge each year and call them up as much as they want). The problems, which are rarely, are dealt with specialist hardware, software and maintenance companies.
R.6 Upgrading
R.6.1 Upgrade What?
At the moment they are upgrading quite a few things.
In the software section they are upgrading the remaining machines to Windows 2000 from Windows 98, Notes 4 clients to Notes 5, Office 97 to Office XP. And Corporate financial systems to a new software suite. The reason for upgrading all of these is to standardise on a single operating system and suite of applications. Windows 2000 provides many more facilities and is more stable than Windows 98. Windows 2000 is more stable than Windows 98 because there are fewer system crashes and the design of the system is much better. Notes 5 allows the company to implement better searching of their databases and Office XP is to allow them to run the supported software. They upgrade by imaging. Imaging is when one machine is bought and set up exactly how they want it to be. When this is done they load it onto a disk. They then load the disk onto another machine. After they configure the machine with the right access rights and privileges.
In the hardware section they are upgrading their servers, Internet Connection, replacing old laptops. The hardware work is mostly to consolidate to fewer servers and to save money. The procedures that they follow with upgrading the hardware is to make sure that it is done out of hours, to backup everything, to change the hardware and then test it.
David Gardiner would like to have wireless networking, to upgrade to a phone system to use modern handsets, implement voicemail, however he is not sure that a business case can be made for any of these things. More importantly they will consider Windows XP when it is a bit more mature and .NET server.
R.6.2 Reports
David Gardiner produces a business justification for spending money on major new projects. The current system is not formally evaluated, though at a high level they do.
The things that are included in the evaluation is the age, value, whether it can still be supported, can it be upgraded or does it need to be replaced. What facilities does it not have that need to be there?
The reasons that would be put forward for an upgrade is, that the product is at its end of life or is no longer supported, new features are needed which aren't available with the old one, and the cost savings. David Gardiner is the person who decides whether upgrading is the best thing.
R.6.3 Installing or Upgrading
The steps that would be taken when installing or upgrading something is to plan the installing or implementation, test it, and then to use it.
The stages for installing/implementing something would be to load on the disk for imaging onto the machine.
The stages for testing something would be depending on the upgrade, test the main functions. For example if the memory was upgraded then the first thing would be to make sure that the memory is there. Or for example Windows 2000 pack was installed the first thing would be to make sure that the server booted, it is able to do everything it was able to do before the installation.
The installing and implementing would take between several hours and the whole weekend. This would be depending on the type of installation/implementation. The testing that ECsoft would do should last between 5 minutes and 2 hours.
A Help Desk would not be set up for that particular product.
R.7 Hardware and Software Implementation
R.7.1 Requirements of the system for hardware and software
The general requirements of the system are a Pentium III, 1GHz, Modem, Memory 250Mb RAM (750Mb RAM for developers). The general requirements of the software are that it is easy to use, no training is required and cheap.
ECsoft choose the hardware and software by asking a few questions,
Is it needed?
Does it do the best job?
Is there support?
How different will it be for the users?
Depending on the hardware or software the amount of training varies. Usually Pink Roccade (now ECsoft) will train them on how to use it. Pink Roccade usually train them with basic notes. The users are given on-the-job software training by the Systems administrators. The training that is given to the IT staff is usually on hardware, for example Windows XP and Exchange.
The introduction of new software or hardware would not result in any staff changes or building changes. Yet there may be layout changes.
R.8 Social, Ethical and Moral Issues
R.8.1 Social and Moral and Ethical Issues
ICT systems hopefully make the staff more productive. So far there have not been any hazards that have caused the company some problem (such as Stress, Repetitive Strain Injury, etc). ECsoft ensure that there will not be any problems by having policies, e.g. how to use the equipment safely, the employer has responsibilities to make sure that they work safely and that they are alerted to problems.
The users are given advice on how to make sure that they are safe at work. When a user joins the company they have to sit through a video session, which talks about Repetitive Strain Injury. They are given advice on how to avoid common work accidents, for example how to sit properly, how to adjust the chair so that it is comfortable, etc.
R.8.2 Issues of Privacy
Personal records are held of all the staff in the company. Depending on the information different people have different access rights to it. Some of the records are secured by not storing them on shared systems. Therefore only a very few people will have access to those kind of information (e.g. pay and performance). This is the data protection act. There are no procedures followed to ensure they comply with the data protection act.
The necessary disciplinary action or legal action will be taken if someone inside or outside the company were to access those files.
R.8.3 The Misuse of Acts
The misuse of acts is very important for example the licences for software. However ECsoft do not have a problem with this as they have enough licences for the software that they use.
Illegal use of software from the company is wrong and the user would be disciplined appropriately. It could either be done as an informal warning, where it is not recorded, or a formal warning, which is put on the users record. In some cases the user may be dismissed straight away.
R.9 Life of a systems administrator
Below is a table of what the systems administrators should do.
Daily
They must check that the backup tapes are acceptable and label the tapes
Weekly
To make reports on the system
They must check that the software has updated automatically
These are the things that they must do. However they also have an unplanned timetable because they also have to solve problems that they are given and carry out the users requests.
R.10 Lotus Notes (specific application)
Lotus Notes R5 is an easy access to all information that is important to the user, whether the information is personal or public. The client includes a new browser-like interface, shown above, with a customisable Welcome page for tracking the important daily information. As you can see ECsoft have taken the advantage of this by reproducing it to suit their needs. It also includes improvements to the applications you use in your daily work, such as mail, calendar and scheduling, Web browsing and discussions.
The features of Lotus Notes R5 are:
> A new user interface
> Improved applications
> Can view mail messages, web pages and newsgroups with full fidelity and security
> Can bookmark the things that are important to the user
> Easy to navigate with task buttons and web-like navigation buttons
> Easy to plan and schedule what the user will do in the week ahead
> Email addresses, telephone and fax numbers can be kept in the directories
> Provides integrated support for al major industry security standards
> Offers a strong integration with Microsoft technology
> Only Notes provides a unified, integrates platform for collaboration
Lotus Notes is configured across the network as each Notes is configured to talk to all the servers and the servers are configured to use it, i.e. shift email and where to sent it and who the authorised users are. There is no need to configure it afterwards as it does itself although you can configure it to send an email to alert one of the systems administrators that there is a problem.
R.10.1 Security
The security measures that are taken for Lotus Notes is that you have to authenticate with a password and ID file. Users accounts are set up by the Help Desk manually as they join. There are Access Control Lists that determine who can access which Notes databases. Anonymous accesses are barred. The things that are sent over the Internet are encrypted. It is only in the UK that they use Lotus Notes.
Everything that has happened on Lotus Notes is backed up. They backup everything that has happened to enable recovery in the event of data loss or damage. There are no special backup systems used to recover work loss or damage.
Major viruses are very rare, more often than not the anti-virus software traps the viruses on the mail server.
The problems that ECsoft get with Lotus Notes is that users failure to understand how it works and people unable to access databases they should be able to access. They usually solve this problem by educating, training, them on how to use it and troubleshooting. The problems are solved by troubleshooting and they are done according to the importance of the problem (whether it is important to the company or whether it can wait). If the problem cannot be solved then the software maintainer is contacted to solve it.
R.10.2 Maintenance
The server monitors the processing of things on Lotus Notes. An onsite IT team monitors and maintains Lotus Notes. They fix problems and make changes. They maintain Lotus Notes by checking logs and message queues. An example of this is in the Access Rights and Privileges under Security.
New or old accounts or mailboxes are set up or deleted by a number of procedures:
> Notification of someone who has joined or left the company to the Help Desk
> The accounts or mailboxes are created or deleted
> They are put into the correct group, depending where they are in the company, for example if someone joined the Finance department, the Help Desk would be notified and then they would create an account or mailbox and give the new user the right access rights and privileges.
They monitor Lotus Notes daily for some tasks. The reason for monitoring Lotus Notes is to avoid problems that may occur later.
Lotus Notes is installed on new machines by imaging. Imaging is when one machine is bought and set up exactly how they want it to be. When this is done they load it onto a disk. They then load the disk onto another machine. After they configure the machine with the right access rights and privileges. The user is then created on Notes and given an ID file, which is configured and then can be used by the user.
R.10.3 Training Staff
The method of training that they use for the employees is Ad hoc. The training is internal and they do not plan the training. Whenever a new staff joins the company the IT staff give an informal lesson to the new user. The lesson is usually given on their first day at the company when they are getting used to the environment.
R.10.4 Support
The end users refer to an on-site IT team, who will help them to solve their problem quickly and easily.
There are three different ways of contacting the Help Desk, by email, telephone and to walk in. All the problems they receive are logged onto the system.
There are also questions, FAQs, on the intranet. The FAQs on the intranet are updated whenever new information becomes available.
This is an example of an answer to an FAQ (Frequently Asked Question).
The support is not busy all the time, although it is critical that the IT team make sure that all the problems they encounter are solved quickly. The IT team encounter all kinds of problems. The problems that they usually encounter are users not able to access stuff they think they should get and email failures.
R.10.5 Upgrading
Generally they introduce new releases as they become available, which is usually every 6 months. Nevertheless ECsoft will not proactively upgrade because of existing users unless there is a business need.
The last time ECsoft upgraded Lotus Notes was December 2002. The IT team upgraded Lotus Notes. They planned for the upgrade by:
> The order in which they would do it - they would upgrade certain things before other ones
> What would happen if something went wrong
> The impact on the users
> When it would be done - this would be out of hours, on the weekend
This does not affect the staff as major work is scheduled out of hours.
R.10.6 Social, Ethical and Moral Issues
ECsoft do have licences for the software Lotus Notes. If an employee joins then they do not need to update their licences as they have sufficient licences.
R.11 Conclusion
Security
The good aspects of the system in the Security section are:
> The physical security - the security measures that are taken are good and well thought out to cover many different situations, for example for theft they have a secure alarm system, physical access to the building is restricted by guards and portable devices are secured to the furniture by a Kensington lock when left overnight
> Viruses from entering the system - an anti-virus software is used and the virus definitions are updated automatically
> Backup - this is also good as they have two different types of backup, one, which is incremental, and the other a full backup
> Passwords and logons - this is because passwords have to be change their passwords on an annual basis of 3 months, with completely new ones
> Access rights and privileges - the procedures used is to log certain activities the user uses, for example Lotus Notes
> Internet - this is because they have got a firewall to block traffic from outside the workplace, and the person can only enter if their computer is configured correctly to use a VPN (virtual private network) or RAS (remote access service)
The limitations of the system in the Security section are:
> The disaster recoveries - this is because they do not have a disaster recovery plan and therefore when a major problem occurs they will be stuck as they will not know what to do
The recommendation I would make about the security of the system is that there should be a disaster recovery plan for managing 'downtime,' as it would help when there was a serious problem. This is because if there was a serious problem then they would be able to use the plan, and solve the problem as quickly as possible. Also the company would lose a lot of money. Therefore spending money in the beginning to enforce a plan would save the company more money then trying to resolve it when one occurs.
Maintenance
The good aspects of the system in the Maintenance section are:
> Network maintenance - the procedures used to maintain the network maintenance is by policies and the logging of activities
> Software maintenance - this is because the software is maintained with maintenance agreements with the suppliers of the software, and therefore if a problem occurs they can call them to come and fix the problem
> File management - as ECsoft do not have huge files, they do not have any problems with the file management
The limitations of the system in the Maintenance section are:
> Administrative tasks - this is because they do not have anyone who manages the tasks
The recommendation I would make about the maintenance is that they have someone who will do the administrative tasks. This is because they would be able to find out the main types of problems from the users and they would be aware of what may be wrong when the time comes to fix the problem. Also the users time will not be wasted trying to remove a paper jam, or replacing an ink cartridge and they can concentrate on their work.
Training Staff
ECsoft do not have any good aspects about their Training section.
The limitations of the system in the Training section are:
> Methods of training - ECsoft do not use many types of training, when there are a number of ways to teach new users
> Training Considerations - they do not have any procedures to give training to the users
The recommendation I would make about training the staff is that ECsoft should be more planned, when training new employees. Also they should use different types of training, as there are many different types of training.
Support
The good aspects of the system in the Support section are:
> User Support - the procedures of solving the problem are good, for example there are a number of things that have to be done
> Technical Support - the procedures of solving the problems are good because they have got agreements with the suppliers so if there is a problem then they would come and fix it
They do not have any limitations in the Support section.
There is no recommendation I would make about the Support of the system.
Upgrading
The good aspects of the system in the Upgrading section are:
> Upgrade what? - Because they are upgraded by imaging, which is when one machine is bought and set up exactly how they want it to be and then loaded onto a disk which is then put onto the new system
> Reports - the procedure for the reports is to evaluate the systems, justify for spending money, and to include an evaluation of its age, value and whether it needs to be upgraded or replaced
The limitations of the system in the Upgrading section are:
> Installing or Upgrading - because they do not have a plan for installing or upgrading
The recommendation I would make about the Upgrading is that there should be a plan for all the hardware and software.
Hardware and Software Implementation
There are no good aspects about the hardware and software implementation.
The recommendation I would make about the hardware and software implementation is that there should be a requirement for training when there is a new software or hardware implemented.
Social, Ethical and Moral Issues
The good aspects of the system in the Social, Ethical and Moral Issues section are:
> Social and Moral and Ethical Issues - this is because they are given good advice on what to do and not to do
> The misuse of acts - this is good because they have enough licences for the software that they use
The limitations of the system in the Social, Ethical and Moral Issues section are:
> Issues of privacy - this is because they do not have any procedures to make sure that they comply with the data protection act
The recommendation I would make about the Social, Moral and Ethical Issues is that they should have some procedure to make sure that they comply with the data protection act.
Network Map of ECsoft
AS-Level Information and Communication Technology Coursework (Task 1)
Report
Rahul Shah
Page 1
