Unfortunately there isn’t one answer that fits all. Viruses and spyware can be complex. Good internet browsing habits alone are not enough.  Working on an outsource help desk the user base and skill level is diverse and I have seen even the most prudent users become infected.

Here is a list of things you can do to mitigate your users’ exposure to Viruses and Spyware:

For IT Departments:

1. Content Filtering: Use content filtering to limit the websites you or your user base can surf.  In an enterprise this can be accomplished with a hardware appliance like Barracuda or SonicWALL.  You can also utilize a SaaS (Software as a Service) application like Message Labs or WebRoot.  Though often too restrictive, strict content filtering is one of the only reliable preventative measures available at this time.
2. Limit End User Permissions: Removing the user’s local admin privileges prevents them from installing programs and other activities that may leave the PC open to an infection.  Using an asset management or desktop management tool, you may be able to further limit applications or easily modify group policy to enforce additional restrictions.
3. Outsource your Endpoint Security (Desktop Management):  There are a variety of Managed Service Providers and Outsource Help Desk and IT firms that will “manage your desktops”.  This usually involves a suite of managed services targeted toward endpoint security, which removes distraction and allows an internal IT team to focus on other projects more aligned with business needs.  If you require complete management of the desktops and end user support, these services can usually be bundled with outsource help desk support, sometimes 24×7.
4. Enforce Best Practices – Raise Awareness: Make your service desk and help desk teams acutely aware of the best practices of your support center.  If you’re working with an outsource help desk managed service, ask them what their standards are and ensure they align with your expectations.  Empowered, the team will naturally educate users and look for risks while working on unrelated issues.
5. PC Imaging: Get an imaging process in place so you can quickly restore a user’s PC.  If they’re properly managing their files this should work without losing data.  It would be an inconvenience and could act as a deterrent from them engaging in future activity which could cause their PC to be imaged.

For End Users:

1. Internet Explorer Active X Settings: Internet Explorer is the most commonly attacked browser, most often via ActiveX that automatically downloads the malware..  However many SaaS (Software as a Service) and web based applications are optimized for IE.  Disabling ActiveX can help. Disabling IE scripts from running automatically will also secure the system but unfortunately will reduce the improved functionality of the browser.
2. Web Surfing Habits: Being aware of where you are going on the Internet is your best protection against any attack.  Beware of pop up windows and sites that have them with any frequency.  If you go to a website and you get a pop up message that says anything to the effect that the site detected a virus and wants to clean it up, run the other way.  Hit escape, back, alt+F4, or anything else but clicking OK.
3. Choose your applications wisely: Often times freeware applications (applications that don’t require purchase) come with a cost in the form of bundled spyware and even viruses.  If you want a freeware application you can often find user reviews that will alert you to these issues, so do some research.  Downloading illegal software of any kind will often leave you infected for a number of reasons.
4. Run an Anti-Virus or Anti-Spyware/Malware program: There are free programs that you can attempt to piece together to protect your system (e.g. AVG Free, Spybot), or you can pay for an anti-virus suite like AVG Professional, with improved reliability and functionality.  There are also SaaS (Software as a Service) and MSP (Managed Service Provider) offerings.
5. Use an alternate browser like Mozilla Firefox or Google Chrome.  While these browsers may provide better security against Internet Explorer targeted attacks, you should not expect a system to be completely safe.

You can’t look at any technical section of a newspaper or website these days without reading about “cloud computing.” The term seems to be popping up everywhere. So, what exactly is cloud computing? A simplistic definition is computing on the Internet. It allows users the ability to access everything on the Internet, from software to their stored data, without having to store anything on their actual computer. The user only needs a computer with a web browser in order to access the cloud.

What is So Great About Cloud Computing?

Cloud computing has the potential to allow small businesses or businesses on a budget the ability to have high quality computing at a lower cost. Business owners no longer need to invest in expensive IT equipment or pay an entire IT staff that would normally be required in order to keep a computer system running. Storing data on the cloud would help reduce IT costs while still allowing businesses to grow.

What Security Problems Does Cloud Computing Needs to Address?

Cloud computing is such a new technology that many of the kinks have not even been completely realized much less worked out to a satisfactory level. The Federal Trade Commission (FTC) is looking into what potential security and privacy concerns cloud computing could have for consumers. Some of these concerns are:

• If you store your valuable business documents on the cloud and the cloud goes down, will it be coming back up with all of your important documents in tact.
• It is also important to know that the company with whom you are storing your important information is financially stable and will not suddenly disappear taking all of your valuable information with it.
• Where is your company located and where will your data physically be stored? If your data is stored in another country, is that country required to comply with the same security standards that you would expect from your home country.
• Who is in charge of storing and managing your data? It is important to know that the people managing your data have the proper security clearance and credentials, and that they are handling it securely and not using it improperly for their own financial gain.
• How secure is the login? Would hackers be able to easily gain access to your data?
• Is your data encrypted so that others cannot easily view it?
• Is the cloud storage company willing to undergo a certification process and willing to comply with certain security standards?

At this point, it is unknown how providers plan to resolve these issues, but whatever the solutions they will be critical to the future of cloud computing. Cloud computing has so much to offer businesses from flexibility to growth potential to tremendous cost savings. If the confidential data stored in the cloud isn’t secure, the only thing cloud computing will be able to offer businesses is a giant headache.

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• Effectively align the delivery of IT Services with the Business Services they support
• Drive workflow, prioritization and enforce your IT Support processes in a central location
• Provide Reporting and Service Metrics to all stakeholders (customers and management)
• Provide portal access to users for self help and support request entry or status check
• Enable multiple options for entering a support request
• Ensure all issues are followed up on to ensure expectations set with the users are adhered to

Today software is becoming a commodity and options are abundant, so choosing a solution is a big part of the battle.  Here are some tips to assist you as you make this decision.

1. Gather Requirements: You need to gather core requirements and create a matrix so you can make a decision on the best fit.  Think about… Which departments will use the system?  Do you need more than the core module?  What are the nice to have items and the need to have items?
2. Confirm Requirements: Get a demo of the product and speak with referrals.  Don’t take the company’s word for it that they meet your requirements.  You may not be on the same page.  I dealt with a system that had severe limitations and required expensive custom report development to effectively manage the Help Desk.  The company simply over-promised.
3. More Money doesn’t mean a better system: There are many “value” systems that can be very effective if configured correctly.  You don’t need to spend six figures (or even five) on a system.  If you’re creative and think it through, you can probably make the system work.
4. Focus on Flexibility: The more flexibility the system offers the greater chance you have of success.  The exception of course would be if you implement a poor design.  I work with a system called Service-Now (ARHD’s ViewIT system) that is 100% web based and is so flexible that it is replacing Remedy in large enterprises.
5. Free Systems: Depending on the depth of your needs there are free or very inexpensive products that might be suitable.  Spiceworks is popular for this right now.  Most free systems have ads, plan on charging in the future or are offering managed services.  You can weigh the pros and cons.  There will be limitations with these systems, but it’s a great option for the right application.
6. Let the vendor do some work: If you’re planning on going with a system that requires a purchase, let the vendor do the work.  If you’ve developed a requirements matrix, send it to them and let them take it as far as they can.  Selecting a system takes a lot of work so delegate to the vendor and let them earn your business.
7. Get Buy In: You’ve created a group of stakeholders (cross department if applicable) and gathered requirements.  If you don’t want “terrorists” as you push this initiative get their buy in.  Show them you did your due diligence and you listened to their needs.
8. Consider Professional Services: Even if only used for initial design and migration assistance these professional services can make a big difference in your implementation.  You can also use them (free of charge) prior to purchase to provide demos for your stakeholders.
9. Host It: Unless it is too expensive, host the system with the vendor.  Better yet go with a 100% web based product.  I’m a firm believer in Software as a Service (SaaS) and Managed Service product designs.  I’ve seen many systems be the downfall of IT managers.  That nifty customer portal becomes a black eye when you and your team can’t keep it online.
10. Outsource It: If you’re working with a managed service provider, they may have a system you can bolt onto.  Many partners will offer this to you for free.  A professional outsourced Help or Service Desk service will include this as an option for little or no cost.  You can get automated reporting and your team can use a well designed and carefully implemented system, all included in the managed service.

If you consider everyone’s interests and go through a thorough selection process, your chances of success are high.  Doing these things correctly will earn you some chips to cash in if you slip some on implementation.  Plan your implementation carefully and good luck!

Because of the issues Microsoft users encountered with Windows Vista, many people have been reluctant to consider Windows 7. Many are concerned that Windows 7 is just a patched up version of Vista. Microsoft insists that this is not so, but instead they took what was good about Vista and made it better. Windows 7 has been receiving many good reviews and is considered a strong competitor of Mac’s OS X and Linux.

What Are Some Of The New Features Of Microsoft 7?

• Windows 7 has touchscreen capability even for programs that were not originally designed to be touchscreen. All you need is a touch screen monitor.
• Homegroup allows you to easily share files, photos, music, etc. with other computers in your network.
• Windows 7 offers faster startup and faster performance.
• Windows 7’s new Taskbar is touted by some as even better than the Snow Leopard Dock. The Taskbar allows you to “pin” your favorite programs to it and preview open windows.
• Snap lets you easily move, minimize, maximize, and resize windows so that you can view more than one window at one time.
• Windows search is as easy as searching on the internet.
• Windows 7 is faster and doesn’t require as much memory and processor usage.
• The Ultimate Edition offers Bitlocker data encryption that prevents hackers and thieves from accessing your important files.
• Jump Lists lets you easily access the programs and files you use most often.
• You can still run many Windows XP programs in the XP mode.
• The Professional Edition costs about $200 for the upgrade and $300 for the full version. The Ultimate Edition costs about $220 for the upgrade and about $320 for the full version.
• Equipment to run Windows 7 can start at around $300.

The Downside Of Windows 7

Some reviews have reported spotty performance with Windows 7, but probably the biggest downside is that this operating system needs to be time tested to evaluate its performance and reliability over the long haul.

How does Mac OS X Snow Leopard Compare?

Apple’s Macintosh operating system already enjoys a reputation as easy to use and reliable, and offers users fast performance and stability. The standard software such as Safari, iPhoto, iChat, and Garageband is well liked by Mac users. Windows 7’s new taskbar is very similar to Mac’s standard Dock. While Snow Leopard is perhaps more like an upgrade than a new operating system, Apple has added some new features to Mac OS X Snow Leopard:

• Snow Leopard offers faster performance and speed, and the new OS uses less disk space.
• Upgraded Expose makes it easier to view all of your open windows while in the Dock.
• Zoom Slider lets you take a closer look at the application before opening it.
• Stacks now has a scroll bar so that you can see all of your applications.
• Exchange support allows you to connect with Microsoft Exchange Server 2007.

The Downside Of Mac OS X Snow Leopard

• Lack of business applications
• A bug in Snow Leopard caused some users to lose data. The problem has since been rectified, but it is still a cause for concern, especially for business owners.
• While snow leopard only costs $29, you must already be a Leopard user and own a Mac computer, which generally start at about $600.

The bottom line in this debate is that Windows is still the most commonly used operating system in the business world and the most business friendly. While Mac continues to maintain a solid reputation and is frequently used for publishing and graphic design, Windows has more to offer business owners. Windows run personal computers are also more economically priced, and Windows 7 Ultimate Edition is specifically designed to keep business files safe and secure. Even though Windows 7 Professional and Ultimate Editions are more expensive than Mac’s Snow Leopard, it still offers businesses a wider choice of business applications and available programs.

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Even at this early stage, the Droid and iPhone are viable business devices that look like they will cause big problems for Blackberry.  Migrating from a BES infrastructure is a big decision (larger company=larger decision), but the long term ROI can be astounding.  The iPhone and the Droid have proven that with some tweaking and an app here or there that they are viable Blackberry alternatives that can reduce cost (TCO) significantly, which equals compelling value.

Blackberry will need to do something big to hold the competition off over the next 18-36 months.  As a Managed Services Provider, ARHD is very interested in how this trend plays out.  We always strive to provide the best solution and the best value.

Apple has unveiled the iPhone OS 4.0 — and it’s adding new features for enterprise users, including mobile device management and SSL VPN support.  If Apple continues down this path, which we should fully expect, the appeal of the iPhone will be difficult for the competition to eclipse.

The Droid isn’t as far along the path and isn’t nearly as widely adopted as the iPhone, but it’s a very cool device that ARHD CTO Josh Lippy is conducting a pilot with.  I received the email below from him last weekend.

“This device is awesome.  I just had to share.  I’m up in PA and realized on the way here that I’d need to tether to get internet access. Well, that isn’t available on the Droid through VZW yet.

So I did some searching and found that there are apps that allow you to share the Droid’s internet connection without any special plan from VZW.  I’m currently tethered with a free application I downloaded through the mobile app store.  I also paid $15 for an app to improve my email functionality and I can file emails again.

While the device isn’t without some major flaws (which do seem to have calmed down a bit after a week of use – possibly because I’m not using the built in mail application at all anymore), it is extremely promising and I don’t see myself going back to a Blackberry (right now anyway!).”

That’s a strong statement from one of the most skeptical users I know.  I’m very interested to hear what other users out there think about the future of business devices and the current options available.  Could you give up your Blackberry?

Scientific studies have shown us time and again that humans make quick initial decisions due to our most basic instincts.  We all make up our minds about a website in milliseconds.  You don’t have a chance at quality perception without a good front line support team and process.

The following 10 tips can help you improve or turn around the perception of your IT Department or Help Desk.

1. Courtesy Follow Ups: Commit to contacting a certain number of users per day/week and stick to it.  Users may be in a different frame of mind during the follow up and a positive interaction after their issue is resolved can reinforce their experience.  If 20 technicians each make one follow up call per day, that is 5,000 contacts annually (wow).
2. Automated Notifications: Most Service Management Systems include automated notifications to end users for ticket actions like assigned, opened, closed or updated.  Make sure the notifications provide value to the end user and are not sent so frequently they’re considered spam.  Make it as professional as possible.
3. IT User Committee: No matter the size of your organization, you need an IT User Committee.  This committee may be selected stakeholders in departments you work with often or another subset of users as appropriate (e.g. Franchisees).  This gives users a voice and your committee can be your advocates to carry your message throughout the organization.
4. Right all Wrongs: Things will go wrong with IT, but it’s what you do when things go wrong that makes all the difference.  If you build up user confidence in advance with some of the other tips listed here, you will have some capital to burn when something goes wrong.
5. Review your Escalation Process: Users are often happy with a great front line support experience, but when escalation is required you may find that the experience drops off.  This could be a result of problems with process or resource allocation, but some can be resolved by clearly setting expectations.  Simple process reminders to the user base are important.
6. Set Expectations: Severity, Priority, Workflow State and Urgency are all fields that may be used to capture priority and determine response time.  Above all else make sure the system achieves the goal of setting expectations for users and technicians.  A close second is the ability to measure your support center on their ability to deliver service.
7. Demonstrate Value: Help Desks participate in projects ranging from software QA to hardware refreshes.  Track those projects and report back to your IT committee.  If your team is overloaded with requests consider limiting each department to a certain number of special requests per month.  The SCRUM project management project process may work well for this.
8. Problem Management: Ideally you will have an innovative technician with a primary responsibility of problem management to create efficiency and enhance the user experience.  Take action on the issues you identify and report the results to the appropriate people.  (e.g. 30% reduction in user password reset calls)
9. Knowledge Management: Make sure your Knowledge Management process is well structured and not neglected.  It should not be cumbersome for techs to update knowledge (think wiki).  With an appointed knowledge manager to QA changes, empowering the team is a good idea.
10. Outsource if Appropriate: Not all situations call for outsourcing, but if you’re having trouble managing a Help Desk, you may want to consider an Outsource Help Desk or Service Desk.  If they’re a professional organization, they have all the systems and processes discussed here in their day-to-day operations plan.  Outsource Help or Service Desk managed services is a predictable way to provide front line technical support 24×7.

In the future I will be posting 10 more ways to help you achieve the goal of improving your IT department perception.  This may all sound daunting, and depending on the tools and staff you currently have to service your organization, it may be.  Choose the manageable items that will make the biggest impact for your users and consider outsourcing or consulting to fill the gaps or help you get where you want to go.

As stated previously, these speeds open up a new level of opportunity for managed services, hosting, disaster recovery, outsource IT firms and especially cloud computing.  Google essentially wants to advance the development of the backbone that will support their agenda.

They are stating that this is an experiment they hope will make Internet access better and faster for everyone. The plan is to test ultra-high speed broadband networks in one or more trial locations across the country (we’re pushing for Baltimore to be one of them). They claim their networks will deliver Internet speeds more than 100 times faster than what most Americans have access to today, over 1 gigabit per second, fiber-to-the-home connections. And all of that at a competitive price to at least 50,000 and potentially up to 500,000 people.

Ultra high speed fiber would be an amazing catalyst for business in Maryland.  We agree that it’s in everyone’s best interest to bring this to Baltimore.  Though it is unlikely to get the same level of attention, it would do more for the city’s long term prosperity than for instance, hosting a super bowl.

Here’s what YOU can do now…

1. REGISTER YOUR SUPPORT: go to www.BmoreFiber.com

2. SPREAD THE WORD: tell your employees, spouses, friends, and family to do the same and for them to encourage other employees they work with to do the same.

Unfortunately there isn’t one answer that fits all. Viruses and spyware can be complex. Good internet browsing habits alone are not enough.  Working on an outsource help desk the user base and skill level is diverse and I have seen even the most prudent users become infected.

Here is a list of things you can do to mitigate your users’ exposure to Viruses and Spyware:

For IT Departments:

1. Content Filtering: Use content filtering to limit the websites you or your user base can surf.  In an enterprise this can be accomplished with a hardware appliance like Barracuda or SonicWALL.  You can also utilize a SaaS (Software as a Service) application like Message Labs or WebRoot.  Though often too restrictive, strict content filtering is one of the only reliable preventative measures available at this time.
2. Limit End User Permissions: Removing the user’s local admin privileges prevents them from installing programs and other activities that may leave the PC open to an infection.  Using an asset management or desktop management tool, you may be able to further limit applications or easily modify group policy to enforce additional restrictions.
3. Outsource your Endpoint Security (Desktop Management):  There are a variety of Managed Service Providers and Outsource Help Desk and IT firms that will “manage your desktops”.  This usually involves a suite of managed services targeted toward endpoint security, which removes distraction and allows an internal IT team to focus on other projects more aligned with business needs.  If you require complete management of the desktops and end user support, these services can usually be bundled with outsource help desk support, sometimes 24×7.
4. Enforce Best Practices – Raise Awareness: Make your service desk and help desk teams acutely aware of the best practices of your support center.  If you’re working with an outsource help desk managed service, ask them what their standards are and ensure they align with your expectations.  Empowered, the team will naturally educate users and look for risks while working on unrelated issues.
5. PC Imaging: Get an imaging process in place so you can quickly restore a user’s PC.  If they’re properly managing their files this should work without losing data.  It would be an inconvenience and could act as a deterrent from them engaging in future activity which could cause their PC to be imaged.

For End Users:

1. Internet Explorer Active X Settings: Internet Explorer is the most commonly attacked browser, most often via ActiveX that automatically downloads the malware..  However many SaaS (Software as a Service) and web based applications are optimized for IE.  Disabling ActiveX can help. Disabling IE scripts from running automatically will also secure the system but unfortunately will reduce the improved functionality of the browser.
2. Web Surfing Habits: Being aware of where you are going on the Internet is your best protection against any attack.  Beware of pop up windows and sites that have them with any frequency.  If you go to a website and you get a pop up message that says anything to the effect that the site detected a virus and wants to clean it up, run the other way.  Hit escape, back, alt+F4, or anything else but clicking OK.
3. Choose your applications wisely: Often times freeware applications (applications that don’t require purchase) come with a cost in the form of bundled spyware and even viruses.  If you want a freeware application you can often find user reviews that will alert you to these issues, so do some research.  Downloading illegal software of any kind will often leave you infected for a number of reasons.
4. Run an Anti-Virus or Anti-Spyware/Malware program: There are free programs that you can attempt to piece together to protect your system (e.g. AVG Free, Spybot), or you can pay for an anti-virus suite like AVG Professional, with improved reliability and functionality.  There are also SaaS (Software as a Service) and MSP (Managed Service Provider) offerings.
5. Use an alternate browser like Mozilla Firefox or Google Chrome.  While these browsers may provide better security against Internet Explorer targeted attacks, you should not expect a system to be completely safe.

PC World reports Cisco Chairman and CEO John Chambers as saying: “At full scale, the CRS-3 has a capacity of 322T bits per second, roughly three times that of the CRS-1, which was introduced in 2004. It also has more than 12 times the capacity of its nearest competitor. The CRS-3 will help the Internet evolve from a messaging platform to an entertainment and media platform, with video the emerging “killer app”.”

This announcement has very close timing with the National Broadband Plan heating up, which promises to deliver 100mbps connectivity to 100 million homes by 2020.  Google’s Fiber for Communities initiative is also gaining steam, and the promise from Google is over 1 gigabit speeds to communities selected for their pilot program.  We’re not sure how Cisco’s CRS-3 announcement fits into all of this, but when these three behemoths (US Government, Google and Cisco) are pulling in the same direction it makes it more believable that they will reach their goals.

What we’re seeing here is the infancy of another significant evolution in computing. As these speeds become attainable the applications are endless. Technology sets and solutions poised to benefit include: Cloud Computing, Managed IT Services, SaaS (Software as a Service), Disaster Recovery, Infrastructure Hosting, Streaming Video and Audio, Off Site Backup, Server Hosting and Outsource IT Services. It’s exciting to be a part of it.

After experiencing this, we stocked up on some ASA firewalls just to ensure that if something happened with a client’s network infrastructure we could address the issue expediently.  The only article I found referencing this (from the UK interestingly enough) has some jabs from Watchguard expecting sales to pick up due to Cisco’s inability to deliver.

Last year Dell had the same issue, struggling with some assembly engineering problems on new products.  It was taking 4 months to get a laptop and indeed a large number of clients gave other vendors a try.  If the incumbent vendor performed well, they didn’t switch back.  As a managed services provider focused on quality we aren’t prepared to  consider a switch from Cisco for network infrastructure projects, but we will be watching the situation closely.