IT Made E-Z

This ebook licensed to H D D. Unauthorized reproduction or distribution of this ebook is illegal.

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IT MADE E-Z

THIS BOOK IS FOR… ANYONE WHO NEEDS TO UNDERSTAND INFORMATION TECHNOLOGY

THIS BOOK IS PRICELESS FOR… – Technical Recruiters – Technical Salespeople and their Managers – The Human Resources Department – Working Professionals – Hiring Managers – IT Consultants – Students

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Learn about the IT industry and some of the major components it includes. Understand Computer Networking, Web Design, Internet Development, Telecommunications, ERP, CRM, SCM, Project Management, and Software Development. How to interview technical candidates effectively and place candidates successfully. Learn how to qualify and quantify skill sets and knowledge.

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Patrick Bowman

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IT MADE E-Z

A Guide to the Information Technology Industry A simplified approach to understanding the IT industry Learn the recruiting, sales and hiring processes from interview to placement of technical consultants

BY

Patrick H. Bowman

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IT Made E-Z, Inc. •Houston•

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IT MADE E-Z

IT Made E-Z A Guide to the Information Technology Industry Copyright © 2006 by Patrick H. Bowman Printed in the United States of America

Permission to reproduce or transmit in any form or by any means, electronic or mechanical, including photocopying and recording, or by an information retrieval system, must be obtained in writing from the publisher.

Call or write IT Made E-Z, Inc. 19703-B Eastex Freeway, Suite 59, Humble, Texas 77338 Phone/Fax 281.883.4477 Visit our Web site at www.itmadeez.net

ISBN: 0-9787753-0-9 Library of Congress Cataloging-in-Publication Data

Bowman, Patrick H. IT Made E-Z/by Patrick H. Bowman To order additional copies of this title, call 281.883.4477 or order online at www.itmadeez.net Printings: First – July 2006 An IT Made E-Z, Book Editor: Leslie Long

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Jacket Design and Layout: Delia Dietz

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Acknowledgements I wish to thank almighty GOD for giving me the ability to press forward, to be successful in business and in life. Through the years I will continue to keep my eye on the prize. Special thanks to the most important team – my family for putting up with Dad and his hectic schedule during this project. My wife, my best friend, Nivia, for gently encouraging me to finish my first book, my sister Janet Mayo for reminding me I can do all things through Christ. My many thanks to Robert Roots, my friend and coach who has encouraged me to stay motivated through the years and to put my pen to paper; the rest of my friends and colleagues who continually encourage me: Otis Tate, Derwin Smalls, James Hall, George Bing.

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Specifically, as it relates to the preparation of this book, I would like to thank Leslie Long for her assistance in editing the content, Delia Dietz for her production assistance and Adam Gould for preparing the figures.

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IT MADE E-Z Table of Contents Acknowledgements ................................................................ 7 Table of Figures ................................................................... 11 Preface ................................................................................. 13 Chapter 1.............................................................................. 15 Introduction to Information Technology............................. 15 Chapter 2.............................................................................. 25 Networks & System Architecture ...................................... 25 Chapter 3.............................................................................. 34 Internet Development, Web Design & Telecom ................ 34 Chapter 4.............................................................................. 40 Enterprise Solutions.......................................................... 40 Customer Relationship Management................................ 43 Supply Chain Management............................................... 45 e-Business/e-Commerce .................................................. 46 Chapter 5.............................................................................. 50 Project/Software Development Life Cycle (SDLC) ............ 50 Chapter 6.............................................................................. 64 Technical Sales and Recruiting ........................................ 64 How to Qualify Technical Opportunities ............................ 66 How to Qualify Technical Candidates ............................... 69 Glossary of Computer Terminology ...................................... 94 Tech Resources ................................................................. 106

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Index .................................................................................. 108

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IT MADE E-Z Table of Figures Figure 1–A (Mainframe)........................................................ 17 Figure 1–B (PCs).................................................................. 19 Figure 1–C (Computer Platforms) ........................................ 23 Figure 2–A (LAN) ................................................................. 26 Figure 2–B (WAN) ................................................................ 27 Figure 2–C (Wireless Network) ............................................ 28 Figure 3–A (The Internet) ..................................................... 34 Figure 3–B (Telephone Network) ......................................... 37 Figure 3–C (Satellite Communications) ................................ 39 Figure 4–A (ERP Model) ...................................................... 41 Figure 4–B (ERP Planning Packages) ................................. 42 Figure 4–C (CRM Modules).................................................. 44 Figure 4–D (CRM Model) ..................................................... 45 Figure 5–A (Project Life Cycle)............................................. 51 Figure 5–B (Project Plan) ..................................................... 53 Figure 6–A (IT Sales and Recruiting Cycle) ......................... 64 Figure 6–B (IT Organization) ................................................ 68

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Figure 6–C (Project Management Organization) .................. 69

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Preface This book provides a brief overview of the Information Technology world. It is meant to be an aid for business professionals in the technical field such as hiring managers, human resources, technical sales, recruiting and students as well as novices in the technology field looking to obtain an understanding of the overall structure and components that make up the IT world.

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IT Made E-Z is a collection of information and technology terms that provides an overview of several key technology areas and describes the functions of various personnel associated with its operation. If you are seeking an understanding of what Information Technology is and what components, mechanics and personnel it entails, this is the book for you. IT Made E-Z will help you gain an understanding of key IT industry terms and operations and how they all fit together in the real world.

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Chapter 1 Introduction to Information Technology What is Information Technology (IT)? Information technology or information systems are terms used to describe a system or set of systems used to transfer information and make it readily available to others. IT is also defined as the development, installation, and implementation of computer systems and applications. Dictionary explanation: (IT) Applied computer systems – both hardware and software, often including networking and telecommunications, usually in the context of a business or other enterprise. Often the name of the part of an enterprise that deals with all things electronic. In discussing Information Technology we must first discuss what a computer is. Computers can be broken down in to 3 areas: Mainframe, Midrange, and Personal Computers (PCs).

Mainframe Computer A Mainframe is a very large computer system typically manufactured by large companies such as IBM or Cray and associated with centralized rather than distributed computing. Mainframes used to take up significant space, cost millions of dollars and support thousands of users. Today’s mainframe can be run on a laptop. Mainframes are very reliable, have redundancy, are easy to maintain and used by large companies. When you think of mainframes you think of COBOL, VSAM, CICS, etc. Some common characteristics of Mainframes are:

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• Computer resides in a data center - locked, cold room

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• Operators are responsible for daily running and maintenance such as mounting tapes, performing equipment maintenance and troubleshooting problems as they occur • Systems Programmers work with support software ensuring that all the hardware works properly with the software systems: –

Operating systems

–

Database management systems

–

Communication systems

–

Midrange Computers

The Midrange computer used to be called a minicomputer which has evolved into the "mid-range server" and is part of a network. The Midrange is used for small to medium business or departments within a large company. IBM's AS/400 is just one of the most popular. These systems come with their own operating system and are similar to a mainframe computer. However, unlike the mainframe computer, midrange computers do not have to be kept in a secure computer area. Midrange computers can act as a server in a client/server environment providing data to other computers.

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(See Figure 1–A next page)

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Figure 1–A (Mainframe)

9000

E1000

VAX

RS/6000 AS/400

COMPAQ

DEC

IBM

HP

SUN

UNIX FLAVORS

VMS HYPERION

AIX OS/400

HP/UX

SUN SOLARIS OS

O.S. OPERATING SYSTEM

MVS (XA/ESA)

HITACHI

H/W HARDWARE

VM

AMDAHL

OS/390

DOS/VSE

S/390 ES/9000 3090

O.S. OPERATING SYSTEM

TANDEM

IBM

H/W HARDWARE

SQL

POWERBUILDER RPG

C/JAVA C++ SMALLTALK POWERBUILDER

LANG. LANGUAGE

MIDRANGE

SQL FOCUS PL/1

NATURAL FORTRAN ASSEMBLER

COBOL ASSEMBLER

LANG. LANGUAGE

MAINFRAME (Figure 1-A)

ON-LINE TP MONITOR/ONLINE

IMS/DC

CICS

ON-LINE TP MONITOR/ONLINE

SYBASE

PROGRESS

INFORMIX

ORACLE

DB DATABASE

FOCUS

IMS/DB

IDMS/DB

ABADAS

BD/2

DB DATABASE

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Microcomputers You are most likely familiar with Microcomputers/Personal Computers which are designed for personal use. PCs (also called Desktop or Laptop computers) typically run on their own operating system or OS such as Windows (95, 98, 2000, NT, XP), Mac, Linux. A PC contains a Motherboard, Drivers, Memory, Bus, Peripherals, etc. PCs can be stand-alone systems or part of a network system sharing data and printers.

Workstations (Client Servers) Client/Server is a technology model. Client/Server describes the relationship between two computer programs. The client makes a service request from another program and the server fulfills the request. It is a convenient way to interconnect programs distributed efficiently across different locations. Clients or Workstations are faster and more capable than a personal computer. They are used by small engineering companies, graphic designers, and any organization or department. The benefits to the individual are a faster microprocessor, a large amount of random access memory (RAM) and special features such as high-speed graphics adapters. Workstations also called “Clients”, usually run on Windows NT or 2000, LINUX or UNIX operating systems. Servers are more powerful computer systems that provide a service to the network. They run a Network Operating System like Windows NT, Windows 2000, Windows 2003, UNIX, Linux or Novell. Servers provide services such as e-mail, internet access, directory services, security and much more. Any computer can function as a server. Some typical servers include an Applications Server, a Proxy Server, a Database Server, a File Server, a Web Server, etc.

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(See Figure 1–B next page)

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Figure 1–B (PCs)

MACINTOSH

LAPTOPS

IBM

COMPAQ

DELL

H/W HARDWARE

(NT WORKSTATION)

OS/2 WARP

WINDOWS NT

WINDOWS 98

32 bit

MAC/OS MAC/OSX

WIN 2000/ME

LINUX

WIN XP

64 bit

O. S. OPERATING SYSTEM

PCs

*(WEB DEVELOPMENT LANG.)

JAVA *ACTIVEX JAVASCRIPT VBSCRIPT SQL POWERBUILDER VISUAL BASIC *XML/HTML C *FLASH * *COLD FUSION

LANG. LANGUAGE

(Figure 1-B)

NOTES RED BRICK ACCESS

METACUBE SQL SERVER

ORACLE EXPRESS

DB DATABASE

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Servers A server is a computer device that resides on a network performing various services. There are many different types of servers used in the marketplace today. Below is a list of some of the commonly found servers in use today. • Communication Server – Allows users outside a network to access network resources for inbound communications. Sometimes it will permit users on a network to access resources outside their network for outbound communications. • Application Server – Supplies the server side of client/server applications such as handling requests for file or print services. • Directory Server or Domain Controller – Handles log-on service. By logging onto a domain, the user is granted access to all permitted resources and information.

Additional types of servers include: • Web Server • Fax Server • FTP Server • Groupware Server • List Server • Mail Server • Proxy • Telnet server

Operating Systems (Platforms) The operating system is the most important program that runs on a computer. All computers must have an operating system. The operating system or (OS) performs basic tasks such as recognizing input from the keyboard, sending output to the display screen, keeping track of files and directories on the disk, and controlling peripheral devices such as disk drives and printers.

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(See Figure 1–C page 23) 20

IT MADE E-Z Operating Systems include: • WIN 98/2000 • WIN 98 • WIN NT • UNIX • LINUX • HP-UX • SOLARIS

UNIX Invented in the late 1960’s, UNIX was invented as an operating system written in C programming language. UNIX stands for (UNiplexed Information and Computing Service). It is not a single operating system but a collection of similar operating systems. UNIX has many flavors (implementations). The different flavors of UNIX are designed to work with different types of hardware and each flavor provides its own unique commands or features. Each implementation or flavor is similar in use because each provides a core set of basic UNIX commands. There are three layers to UNIX: Kernel, Shell, and Application. A Kernel is the heart of the UNIX operating system as it interacts with the hardware, manages storage capacity and schedules processes. The UNIX Shell is a program used to interact with the Kernel interpreting and executing commands from a user. The Application runs on top of the shell providing functionality. An Application can include word processors, graphic programs, e-mail, web browsers and more. Common Flavors of UNIX include: • Solaris • AIX • FreeBSD

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• NetBSD

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• OpenBSD • Linux • HP-UX • BSD/OS • SCO UNIXWare • OpenServer

Linux

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Linux is an operating system that mimics the function of a UNIX system and was created by a group of independent developers. It is freely available to anyone and no license is required for its use or distribution because of its open source code. The most widely known editions of Linux are Red Hat Advanced Server and Advanced Workstation. The fact that Linux has open source code allows developers to access all the source codes giving them the ability to integrate new functions easily and to find and remove programming bugs.

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IT MADE E-Z Computer Platforms Windows Windows 98 Windows NT 4.0 Windows XP Windows 2000 Windows 2003

MAC UNIX

LINUX SOLARIS NOVELL NETWARE

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Figure 1–C (Computer Platforms)

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Chapter 2 Networks & System Architecture What is a Computer Network? A Network is as simple as two computers connected by a cable that can transmit data. An example of this is a LAN (Local Area Network) which can connect two or more computers together to share information and can encompass hundreds of devices called peripherals. Networks allow users to share data quickly and efficiently and provide shared access to peripheral devices such as printers, scanners and more. Since each user has the ability to exchange information and share data, it is a cost effect measure to implement. Each computer requires a network interface card. Computer hubs, routers and switches are also used to connect them together to a server. There are many choices for physical connections and related software. Area networks can be classified by their geographic coverage as seen below. • LAN – Local Area Network is usually found at a limited geographic location and is small in scope. (See Figure 2–A next page) • WAN – Wide Area Network spans great distances and can extend globally. The internet is a global WAN. (See Figure 2–B next page) • MAN – Metropolitan Area Network covers a metro or citywide area.

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• SAN – Storage Area Network is a high-speed sub-network of shared storage devices. A storage device is a machine that contains a disk or disks for storing data. The SAN’s architecture allows all storage devices to be available to servers on a LAN or WAN.

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Figure 2–A (LAN)

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• WLAN – Wireless Local Area Network is a LAN that utilizes wireless technology. It is short-range networking technology that is used to connect personal computing and communication devices. Your cell phone, PDA (personal digital assistant), and pager are examples of devices that use WLAN technology. (As shown in Figure 2–C below)

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Figure 2–B (WAN)

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Figure 2–C (Wireless Network)

Protocols Networks follow protocols defined as a system of agreed upon rules for communicating data. TCP/IP is the most popular standard protocol today. There are different protocols for different devices. Protocols ensure that devices are speaking the same language. Protocols: • TCP/IP (Transaction Control Protocol/Internet Protocol) – A transaction standard used in software for communications. • FTP (File Transfer Protocol) – Transfers files between local and remote computers. • HTTP (Hypertext Transfer Protocol) – Exchanges information over the Web.

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• SMTP (Simple Mail Transfer Protocol) – Transfers mail from e-mail servers to a client computer.

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IT MADE E-Z • SSL (Secure Sockets Layer) – Provides secure data transfer over the internet. • DSL (Digital Subscriber Line) – A method to bring high bandwidth information over existing telephone lines. • Telnet (Telecommunication Network) – Permits users logged on to one host to log on to another host. • FIREWALL – A network security system used to block certain kinds of internet traffic. • ISDN (Integrated Services Digital Network) – A standard communications network used instead of analog or modems. It integrates data and digital signals.

Databases (DB) A database is a collection of information organized in such a way that a computer program can access the desired pieces of data. A database administrator analyzes the business needs of the company to extrapolate data by arranging, organizing, storing and maintaining the data. Common Databases: • ACCESS • DB2 • SYBASE • ORACLE • SQL SERVER • INFORMIX • FOCUS • IDMS/DB • IMS/DB • ABADAS

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• Data Warehouse

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A Data warehouse is a large database of data derived from various source systems used for analysis. It is comprised of source systems, middleware, the warehouse itself and analytical applications. Within a data warehouse you may also find Data Marts which are mini data warehouses used for individual departments to source data.

Hardware (H/W) Computer Hardware consists of the physical components of a computer system. Computer Hardware: • LAPTOP • DESKTOP PC • MAC • IBM MAINFRAME –

3090

–

3083

–

4381

–

AS/400

• SUN • HP • DEC • eServer iSeries/400

Programming

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Computer Languages are used to create computer code. Programming is the process of writing code which will be interpreted by a computer to accomplish certain tasks. Computer programmers write, test, and maintain the detailed

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IT MADE E-Z instructions, called programs that computers must follow to perform their functions. Programmers write programs according to the specifications determined by computer software engineers and systems analysts. Computer languages include: • COBOL • FORTRAN FOCUS • NATURAL • SQL • C • C++ • C# • JAVA • ASSEMBLER • RPG • POWERBUILDER • VISUAL BASIC • VB SCRIPT • HTML • XML • PERL

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• ACTIVEX

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.NET .NET is a set of Microsoft software technologies for connecting information, people, systems and devices. It enables software integration through the use of Web services. XML (Extensive Markup language) is a universal programming language for data exchange. It is an extension of HTML (HyperText Markup language) that gives you more control over content. Components of .NET include: • Web Services – enables easy access to server-based applications. It allows applications to share data and is based on XML. • Smart Clients – Smart client application software enables PCs and other computing devices to act on Web Services, allowing anytime, anywhere access to information. They can update themselves automatically to the latest software version. • Servers – Microsoft provides MS Windows Server System for deploying and managing Web services.

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• Developer Tools – Writing scripts using programming languages takes time, however you can the speed up the process by using developer tools. Microsoft Visual Basic (VB) is a programming language and PowerBuilder is a developer tool. Visual Basic is to PowerBuilder, like washing windows with a pale of soap and water is to power washing with a spray gun. You get so much done so much faster. .Net allows you to use C, C++, C#, Microsoft Visual Basic and more languages. Microsoft Visual Studio .Net and the Microsoft .Net Framework are Microsoft’s solution for developers.

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IT MADE E-Z IT Security Computers are at risk or danger from intrusion and require the ability to protect the information and resources within. Users need to be protected from identity theft and the individual’s identity must be protected as well. Hackers need to be kept away from corporate information. Corporate security requires ensuring that the user is the person they claim to be and that information is not changed or modified by unauthorized personnel. There are five key areas to computer security: • Prevention – The implementation of safeguards to a system such as cryptography and firewalls • Detection – A system of actions that take place after the preventative measures have taken place such as anti-virus and anti-spam • Risk Avoidance – Asking the hard questions up front about what type of security needs to be in place such as restrictive access to internet connections, or standardizing desktop configurations, etc. • Deterrence – Implementing strategies to reduce the threat of intrusion through various vehicles that threaten hackers or non-authorized access and use

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• Recovery – The ability to backup and restore full systems and applications from scratch using SANs (Storage Area Network)

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Chapter 3 Internet Development, Web Design & Telecom The Internet The Internet is the largest network because it is a conglomerate of networks. The internet provides users with access to share information all over the world. It can be used for various communications such as e-mail, websites, newsletters, and instant messaging; just to name a few. The World Wide Web (www.) is a part of the Internet. By accessing a web browser you can reach and communicate with other companies, universities, personal websites and much more. (See Figure 3-A below) The Internet

Figure 3–A (The Internet)

Web Design

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The growth of the Internet and the expansion of the World Wide Web have generated a variety of occupations related to the design, development, and maintenance of Web sites and their servers. Webmasters are responsible for all technical

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IT MADE E-Z aspects of a Web site, including performance issues such as speed of access, and for approving site content. Internet Developers or Web Developers, also called Web Designers, are responsible for day-to-day site design and creation. Unix Platform

Microsoft Platform

Server Software

Apache

IIS

Server Scripts

Servlets (Java) CGI (Javascript & Perl)

ASP & ASP+ (Visual Basic & C#)

Object Communication

CORBA, RMI, EJB

DCOM

Telecommunications Telecommunication includes the use of telephone, facsimile, and data/video transmission. In earlier years, telecommunication was considered mostly telephony and some data transmission. First Generation (1G) gave us analog voice transmission, and 2G (Second Generation) digital added capabilities for data, fax and messaging. 3G introduced digital mobile multimedia technology. Today, the transmission of data far exceeds the use of telephony as corporations require much more business communication traffic to send and receive data. As telecommunication shares information among users and various devices, it is necessary to coordinate and synchronize the distribution of information. A Switch does just that.

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The Switch manages network traffic routing and transmission. Switches can include a PBX (Private Branch Exchange), ISDN (Integrated Services Digital Network) switches, and ACD (Automatic Call Distributors). A Telecom Carrier provides local and long-distance access to users maintaining the physical aspects of telephone networks. The Carrier network consists of fiber optics, satellites and circuits connected by 35

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switches. Your voice normally travels over a fiber-optic line to the receiving party, but it can also be transmitted via satellite.

Telephony Networks A PSTN (Public Switched Telephone Network) is the basis for most telephony networks allowing users to communicate using voice. The transmitted signal is analog (voice) which can be used to carry voice signals. POTS (Plain Old Telephone System) is another name for a traditional telephone system which provides access to the PSTN. DSL (Digital Subscriber Line) provides high-speed data and voice transmission over hard wire or copper wiring. (See Figure 3-B next page) VOIP (Voice over Internet Protocol) allows communication using a broadband internet connection instead of the traditional telephone line. VOIP converts calls into data moving rapidly through a high-speed internet connection similar to email.

Mobile Communication

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Mobile communication or cellular communication uses wireless technology and radio-frequency telephony to provide users with the ability to send and receive telephone calls without using the hard-line wiring of a regular telephone. A cellular phone is actually a very sophisticated radio. Two radio channels are needed for cellular phones to communicate. The channel from the base station to the cellular phone is called a downlink. The channel from the cellular phone back to the base station is called an uplink. The cell phone system divides a city area into small cells. Each cell has a base station which has a transmitting tower. There are usually thousands of base stations in each city which use a Mobile Telephone Switching Office (MTSO). The MTSO handles all the phone connections to the regular land-based systems. When you are traveling from cell area to cell area, as you leave one cell

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IT MADE E-Z area the base stations determine the signal strength of the transmission and coordinates the handoff to the next cell you are moving towards. So, instead of dropping the call, it is handed off to the next cell.

Figure 3–B (Telephone Network)

Satellites A Satellite is an object that revolves around a planet in a specific path called an orbit. Our moon is Earth’s natural satellite as it orbits the Earth. A Telecommunications Satellite is a man-made or artificial satellite that orbits the earth. Today, there are many different types of man-made satellites in space with varying purposes. You’ve probably heard of some of these most common types of satellites:

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• Weather Satellite

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• Broadcast Satellite • Military or Defense Satellite • Navigational Satellite • Scientific Satellite • Communication Satellite

We will address the Communication Satellite as it pertains to the transfer of information. Communication Satellites allow for data to travel to distant regions on earth via frequency waves. It receives information on one frequency through transponders and then amplifies the signal and retransmits it back to the Earth on another frequency. Communication Satellites provide access to voice and data services to remote areas of the world. Satellite Phones use mobile satellites to transmit voice and data in areas not covered by cellular phones. Satellite phones, email/internet access, Global Positioning Systems (GPS), and Personal Digital Assistants (PDA) are just some of the available services provided. Satellites move in four different types of orbits: • Geosynchronous or Geostationary Orbit – The satellite remains stationary over the same region of Earth. It has an orbital altitude of approximately 22,000 miles from the earth located above the equator. • Asynchronous Orbit – The satellite passes over the earth at different times of the day. • Polar Orbit – The satellite flies at low altitudes and passes the Earth’s North Pole and South Pole on each rotation.

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• Low Earth Orbit (LEO) – An orbital altitude that is less than 1000 miles from earth.

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IT MADE E-Z Satellites have an onboard computer to control and monitor its different systems while maintaining its orbit. Equipped with a radio antenna, ground control is able to control the satellite remotely transmitting and receiving data information. (See Figure 3–C below)

Fiber Optics Optical fiber is a thin glass wire that transmits light. The transmission speed of fiber optics far exceeds that of any other form of data transmission because it can move at billions of bits per second. A fiber optic cable consists of glass threads which have the capability of transmitting messages onto light waves.

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Figure 3–C (Satellite Communications)

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Chapter 4 Enterprise Solutions An Enterprise Resource Planning or ERP application is a business management system that integrates all business functions such as planning, manufacturing, finance, human resources, supply chain management, data warehousing, sales and marketing. ERP packages combine all of the above processes into one application with a single shared database and interface. ERP packages are usually found in larger companies and the installations require very specialized resources (people) to implement them. The benefits of implementing an ERP are that you can increase operation efficiencies, reduce operating costs and consolidate various software within an organization. (See Figure 4–A next page)

ERP Major Players Vendors

Total Revenue

SAP

$9.2 Billion

Oracle

$5.1 Billion

Sage Group

$1.2 Billion

Microsoft Business Solutions

$720 Million

SSA Global

$684 Million

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Source: Forrester’s Research. Fiscal quarters for calendar year 2004.

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IT MADE E-Z Enterprise Resource Planning Diagram

Figure 4–A (ERP Model)

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Not too long ago PeopleSoft acquired J.D. Edwards and Oracle acquired PeopleSoft to create a new era of ERP vendor landscape. (See Figure 4–B next page)

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HRMS

ENTERPRISE

(JD Edwards) SIEBEL

HRMS MANUFACTURING

SAP

PEOPLESOFT

FINANCIALS

PRODUCT LINE

ORACLE

VENDOR A/P, A/R, GL, FA, PO, IC, COLLECT. PAYROLL, PROCUREMENT HR, RECRUITMENT SALES & DISTRIBUTION MATERIALS MGMT PRODUCT PLANNING QUALITY MGMT PLANT MAINTENANCE PROJECT SYSTEM HR, FSA, BENEFITS ADMINISTRATION PENSION ADMINISTRATION PAYROLL, TIME & LABOR ADMINISTRATION MANUFACTURING SALES, MARKETING, SERVICE FIELD SERVICE, CALL CENTER PRODUCT CONFIGURATOR INTERACTIVE, HANDHELD

MODULES

DEVELOPER 2000, SQL *PLUS DESIGNER 2000, PL/SQL DISCOVER 2000, SQL LOADER SAP NetWeaver, mySAP SAPWeb AS, SAP DB R/3, RRr BASIS ABAP ABAP Objects PEOPLECODE NVISION SQR PANEL DESIGNER MESSAGE AGENT DATA MOVER CRYSTAL REPORTS SIEBEL VB BUSOBJECT DESIGNER BUSOBJECT EXPLORER Applet Designer, View Designer

DEVELOPMENT TOOLS

ENTERPRISE RRESOURCE PLANNING PACKAGES (ERP)

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Figure 4–B (ERP Planning Packages)

IT MADE E-Z Customer Relationship Management Customer Relationship Management or CRM applications encompass all aspects of interaction between a company and its customer. These systems provide functions for sales, marketing, call center processing and service. They provide the ability to recognize customer interactions with your business and manage, analyze, and optimize those interactions. A big advantage of having a CRM system is its ability to personalize websites. CRM’s can record and track user activity on a website to a database allowing you the ability to perform a trend analysis. With the information gathered, you can proactively engage users on their next visit to your website by presenting them with individualized offers specific to their needs. A good example of this is Amazon.com which uses various techniques to help retain customer loyalty. (See Figure 4–C page 43) & (Figure 4–D page 44) CRM major players: • Siebel • Oracle/PeopleSoft • Clarify • Vignette • Onyx

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• Staffware

43

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mySAP CRM

SIEBEL / Oracle

VENDOR

44

Sales Analytics, Service Analytics, contact Center Analytics, Embedded Reports, Interactive Dashboards, Pre-Built Reports, Custome Reports, Data Warehousing UAN OnDemand, Web Servies OnDemand, Outlook Email Integration, Data Import/Export Marketing Resource Mgmt, Segment and list Mgmt, Campaign Management, Trade Promotion Mgmt, Lead Mgmt, Marketing Analytics

Sales Force Automation, Sales Mgmt, Sales Reports, Sales Administration Service Mgmt, Service Tools, Service Reports, Service Administation Campaigns, Leads, Marketing Tools, Marketing Reports, Contact Center Contact Center Management, Contact Center Reports

MODULES

Sales Planning and forecasting, Territory Mgmt, Account and Contact Mgmt, Lead and Opportunity Mgmt, Quotation and Order Mgmt, Configuration, Contract Mgmt, Incentive and Commission Mgmt, Time and Travel Mgmt, Sales Analytics Sales Customer Service and Support, Field Service, E-service, Service Sales and Marketing, Service-contract Mgmt, Warranty and Claims Mgmt, Depot Repair, Channel Service, Service Analytics Service E-Marketing, E-selling, E-service, E-analytics E-commerce Telemarketing, Telesales, Customer Service, E-service, Employee interaction Center Mgmt, Interaction Center Operations and Administration, Interaction Center Interaction center Operations Analytics Partner Mgmt, Channel Marketing, Channel Sales, Channel Service, Channel Commerce, Partner and Channel Analytics Channel Management

Marketing Automation

Integration

Business Intelligence

Sales Automation Customer Service Marketing Automation Contact Center Suite

PRODUCT LINE

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

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Figure 4–C (CRM Modules)

IT MADE E-Z Customer Relationship Management Diagram

Figure 4–D (CRM Model)

Supply Chain Management Supply Chain Management or SCM controls the supply-chain process from the supplier to the manufacturer to the wholesaler to the retailer to the consumer. SCM system capabilities include inventory management, warehouse management, purchasing and procurement, distribution, and transportation. SCM systems reduce/track inventory, increase transaction speed by using real-time data exchange, and increase revenue through customer satisfaction. SCM major players: • Siebel

• Onyx

• Oracle/PeopleSoft

• Microsoft

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• SAP

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e-Business/e-Commerce Before we can discuss e-Commerce, we must first discuss the general concept of commerce. Commerce as applied in business terms is the exchange of goods and services or buying and selling of commodities on a large scale. • A Producer or manufacturer creates products or services. • Producers sell their products/services to Wholesalers or Distributors. • Wholesalers and Distributors sell to Retailers. • Retailers sell directly to the Buyers who want to purchase these items.

e-Commerce is business conducted over the internet that uses application(s) that rely on the internet, such as e-mail, instant messaging, transfer of funds, buying and selling goods and services, data, web service, EDI, FTP and many others. The internet and World-Wide Web have revolutionized the way business is conducted giving you the ability to buy, sell, auction, post and much more over the internet without ever having to meet in person. e-Business/e-Commerce grants you access to products and services 24 hours a day 7 days a week. Banks have moved much of their operation on-line allowing transactions to process from the privacy of your own home. Pay bills, shop on-line, trade stocks and manage financial assets all safely and securely over the internet. Today, you can buy books, music, furniture, electronics, send flowers, make travel arrangements and financial services over the internet which was unheard of 20 years ago.

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No longer is there a need to visit your local store to purchase retail items since most businesses have their own website that allows you to log-on and purchase products and services in a matter of a few clicks. Some well known names that use e-Business/e-Commerce are: Amazon.com, E-Bay, Yahoo, and many more. 46

IT MADE E-Z e-Commerce is comprised of 9 key elements: • A catalog display of products or services to be offered. • A website which displays your products and services. • A method to attract buyers to your website. • A method of placing and accepting orders online. • A method of secure online payment such as credit card or wire transfer. • A fulfillment mechanism to fill the orders (shipping). • A process for handling returns and warranty issues (if applicable). • Ongoing customer service. • Market intelligence to collect data on order activity and customer actions.

There are some great benefits to implementing an eCommerce business strategy: • Lower operational costs – does not require physical retail location space for customers to come and purchase products or services. This eliminates the need for leasing/buying property and for hiring and paying personnel. • Offers buyers additional methods of purchasing products and services. Instead of traveling to a physical location, buyers can purchase you offerings from the privacy of their own home. • Since operational costs are minimized, you are able to pass the savings on to you customers by offering your products and services at lower prices. • The internet allows you to reach out to a much larger audience and take larger transactions simultaneously.

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Implementing an e-Commerce enterprise will require the purchase of computer hardware and software or the development of a customized application. It will require a large database depending on your business needs, a website in which to host your products, services and transactions. The 47

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system will be responsible for the full sales cycle(s) of your business from marketing to purchasing and fulfillment. Web designers and developers are the creative force behind the look and feel of your E-Commerce website. These creative gurus develop the website and its components such as online structure, web pages and order forms.

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Chapter 5 Project/Software Development Life Cycle (SDLC) Related Fields Related fields include Project Management, Business Analysis, Software Engineering, Quality Assurance, Software Testing, Technical Writing, Change Management and Training

Overview In order to create and implement a computer system or program you will need a guide to follow called a project life cycle. (See Figure 5-A next page) The project life cycle contains basic phases/tasks that need to be performed. Because this is a cycle process, it means you can go from one phase to the next or go back to a previous phase. Project/Software Life Cycle Development is comprised of several key components that interconnect through eight stages:

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Project Life Cycle: • Stage I

Requirements Gathering and Analysis

• Stage II

Design

• Stage III

Programming/Development

• Stage IV

Testing and Quality Assurance

• Stage V

Documentation

• Stage VI

Implementation

• Stage VII

Training

• Stage VIII

Maintenance/Change Release

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IT MADE E-Z Project Life Cycle

Requirements Requirements Maintenance/ Maintenance/ Change Change Release Release

Design Design

Life Life Cycle Cycle Stages Stages

Training Training

Programming/ Programming/ Development Development

Testing/ Testing/ Q&A Q&A

Implementation Implementation

Documentation Documentation

Figure 5–A (Project Life Cycle)

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Requirements Gathering: All projects begin with a requirement that needs fulfillment. The reasons may vary but call for a different method or model to make up for the lack of present functionality a client may need. It is during this phase that you engage in creative brainstorming in order to develop a full list of ideas to solve certain problems and fulfill particular needs. Once the requirements are gathered and a proposed solution 51

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is justified, you will need to submit a request for proposal. The request for proposal or (RFP) is a document that the senior management team will use to decide whether or not to move forward with implementing a plan of action or project. Once approved, it will be time to get a team in place to bring it to fruition. Project Manager: Project management is needed for the creation of the system or process and continues throughout the full life cycle of the project. The Project Manager is the chief overseer of the entire project and ultimately responsible for its success or failure. The Project Manager or PM is responsible for creation of the project plan, project time lines, risk assessments and contingency plans for project success.

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(See Figure 5-B on the next page)

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IT MADE E-Z Project Plan

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Figure 5–B (Project Plan)

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Why would an organization begin a new project? Scenario 1 A client has several business system applications in place to run their day-to-day operations such as manufacturing, sales and marketing, shipping, and more. However, none of these systems are able to adequately manage collection of the company’s outstanding accounts receivables. The client is in what you might call “the dark ages”. The client uses paper receivables reports to make manual calls on past due and over-extended customer accounts. The client has a need to upgrade their collection operations to the next level by improving their current processes and procedures (i.e., implementing a new software solution). Stage I – Requirements Gathering and Analysis The client needed to move from a manual operation process to an automated one. The reason for this change was due to a growing cash flow problem which was beginning to cripple operations. In the past when there was a cash flow problem, the client would implement longer work hours to put a dent in their receivables being collected. No matter how many extra hours they applied to their staff’s manual processes and procedures, when it came to increasing receivables collection, the increase was minimal. There had to be a better way to collect their receivables in a timelier manner. An automated process would allow for the client to leverage their existing resources and streamline the bulk of their common daily tasks.

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Requirements: The process begins by obtaining the client’s business needs called gathering business requirements and/or functional requirements. These terms are interchangeable. A team of individuals meets to decide on the feasibility

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IT MADE E-Z of creating a new system that can accomplish the required tasks needed as specified by the client. Analysis: In deciding the feasibility of creating a new system it is hard to winnow down a cadre of requested features to an appropriate list. The task here is to distinguish the list of features as a) Must-Have; b) Nice-to-have; or c) If-We-HadMore-Time. Once you have a consensus of the features to be implemented, this becomes the scope for your new project called a “project scope”. A project lead will need to be assigned to represent the User or End User community’s desired results. This person or persons will be a SubjectMatter-Expert or SME. Let’s call him or her the User Manager for now. The User Manager should be an expert on the client’s current business processes and functionality and convey the client’s request of future desired results. The User Manager will work with the Applications Manager whose job it is to determine the feasibility of creating and implementing a new business application that can meet all or most of the clients needs. The User Manager and the Applications Manager will work together to begin to define the system parameters or scope. As this is one of the most important stages in the development life cycle, it is important that both sides work closely and cohesively as a team.

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We have discussed what a User Manager does so let’s expand a little more on what is involved in the User Manager role. The User Manager’s role is to work with the Business or Systems Analyst to uncover the client’s needs by assessing the current business processes at a very detailed level. Depending upon the requirements gathered, this can be a lengthy process since much detailed information must be gathered. This newly formed team will work closely to begin to develop the business requirements. The above-mentioned team will know all the ins and outs of the client’s business and day-to-day operations. 4AF6755A8C0A4EFAB14C64FAF838CCBE

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The Applications Manager will be knowledgeable in building applications and their capabilities in order to make decisions on the feasibility of replacing the client’s manual processes with automated ones. Requirements and Analysis Review • The User Manager or Subject-Matter-Expert (SME) works closely with the Business Analyst/Functional Specialist to gather business requirements • The Applications Manager works closely with the User Manager to determine the feasibility of developing a system to handle the functional requirements • After the project team analyzes all features, they decide on the deliverables, called the “Project Scope”.

Stage II – Design The User Group or Business Analyst will produce documentation required to be fed into the newly created system. This documentation has various names such as BR100, BR50, etc. The BR100 is a document that captures the business requirements and contains detailed information about the client’s present business processes and procedures. It will include important items such as the current look and feel of the client’s present computer screens, business cycles and descriptions, reporting functionality, organizational structure and more.

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With the business requirements captured, the Systems Analyst will then create a design or concept model usually using a design software tool. Here, it is essential that the Systems Analyst has received all pertinent intended business requirements data necessary to design the correct concept model that will perform the functions specified.

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IT MADE E-Z Review of Stage II – Design • The User Group or Manager produces business requirements documentation • The Systems Analyst then creates the concept model or design of the new application using a software design tool

Stage III – Programming/Development A Computer or Software Programmer is responsible for taking the designs from the System Analyst to develop computer code for the new system. Programmers are also called Software Engineers or Software Developers. The programmer begins writing the actual code for the software data model and user interface and application. Alpha is the first version of software designed and Beta is the first version released to the public. The Programmer writes in computer code the sequence of instructions to be executed by a computer. After each program is written, the programmer tests it using simulated or real data. After testing is completed, it must be documented. Stage IV – Testing Phase

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Software testing encompasses running a computer program or system with planned data and matching the results against the expected output or outcome. After the Programmer has written the required computer code, the next step is to test the system’s functionality to ensure the code written by the Programmer works as it should and doesn’t have any problems or bugs. A Bug is a program error. Bugs are errors in code syntax which produce other-than-warranted results. Most bugs are detected and corrected during development, which is called debugging.

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There are many names or titles of team members who perform testing. A Tester Developer could be either applications or technical. The Tester Developer designs test data and test scenarios and conducts system or integration testing. There are various types of testing such as Regression testing, UAT (user acceptance testing), E2E (end-to-end testing), Unit testing, Alpha and Beta testing. Unit testing is usually done by a programmer or tester who tests the individual module or pieces of software in a standalone environment User Acceptance Testing (UAT) also known as Beta Testing is accomplished by having end users interact with the system or application and provide input on the look and feel of functionality End-To-End (E2E) or System/Functional Testing shows how the application or system functions over a given platform. Stress testing and performance testing as well as integration testing are done here. Integration testing ensures that interfaces between programs in a system work well Regression testing is conducted once programming code changes have been implemented to test it back to the applications original state Testing tools are computer programs that automate testing activity such as generating testing data and monitoring program execution. Some automated testing tools you may have heard of are: Win Runner, Load Runner, Auto Tester, XRunner, and Test Director. These are various application development tools that manage automated and manual testing through the entire testing cycle.

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After testing has been performed, if the desired results have not been achieved, it is returned to the Programmer for code change(s). Once the code has been modified, the system will be put through regression testing. You may hear terms such as Quality Assurance which is the development of certain standards and formal procedures to ensure that these stan58

IT MADE E-Z dards are followed. These standards are used to develop software to ensure that they do what they are supposed to do. Stage V – Documentation Documentation is a textual description of a computer program, or system used to log the use and functionality of a system. There is System Documentation and User Documentation. It can include manuals for using the programs or systems and usually is produced by Technical Writers. System documentation provides a compilation of system code. There are many programming languages that can be used to develop a system so by logging this information it can be used as a reference of how it was developed. If a programmer changed positions with a client, it would be necessary to have this reference document for review if necessary. If system changes are required you would need to reflect on the original development. User Documentation is instructional documentation written with the end user in mind as the target audience. It instructs the end user on the correct use and functionality of the system including basic operation and features. It is not out of the ordinary and can be beneficial for Trainers to develop user documentation. Stage VI – Implementation

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Implementation is the process by which you put a system or application into production use. Once a system or application has been fully tested and found to have few or no bugs or problems, it is time to move it into production. This will require strategic planning for a new system or the change of systems to occur without disrupting daily business activities. The Project Manager has been involved in the full life cycle of the development process stages from the beginning and has managed project time lines, assessed risks and is responsible 59

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for the project budget and invariably its success. (Responsibilities can vary by engagement) The implementation phase focuses on meeting specific client requirements. It takes the “out-of-the-box” software and begins inputting the additional modifications to create the newly customized version for the client. It is here, at the implementation phase that the specific requirements to meet customer’s needs begin to be coded. During this phase, compare the plain-vanilla software package that comes “outof-the-box” to the customer’s wish list of requirements. (Needto-have vs. nice-to-have) The process of assessing what will and will not be implemented at this phase is called the Gap Analysis. The difference between what off-the-shelf vanilla software can do out of the box vs. what the customer needs that require customization is called the gap analysis. Here is where modifications come into play. Detail is critical here. You have to be careful not to over promise new customizations that can be implemented and the results they will provide. You also have to consider the budget and timeframe of the project as additional customizations will push both the timeline and budgetary constraints. Stage VII – Training Training is one of the final steps needed for a successful implementation. You have now developed and installed a new computer system to streamline your processes and enhance your bottom line; however, if you do not train your users properly you run the risk of losing any advantage you might gain by implementing a new system successfully.

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The training team is responsible for needs assessments and developing instructionally sound courseware content as well as deploying the content as classroom, computer web-based (e-learning) training, and measuring competency. The role of 60

IT MADE E-Z the training manager and trainers is to develop courseware to make content interactive and more usable for diverse audiences using various learning methods. Trainers will instruct users in every aspect of how to configure and use the new software. Trainers are usually involved in behind-the-scenes design documents such as gathering business requirements and processes. An effective learning initiative will result in an empowered workforce with significant improvements in employee performance, and capitalize on the functionality of the newly installed software and processes. The first step is to conduct a needs assessment. Once the needs assessment has been completed, you can determine the appropriate learning vehicles whether that be classroom, computer-based or web-based. The training team may be responsible for developing: • Instructor manuals • Participant guides • PowerPoint presentations • Video presentations • Translation and localization of materials • Multimedia learning CDs • Web-based and computer-based courseware • Quick reference cards and guides • Publishing, distribution and archiving of documentation

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Deployment of training will vary depending upon learning strategy, performance objectives and content. Deployment strategies can be instructor-led, web-based or a blended learning solution. If there are a number of customizations deployed in the installed application, it will require customized training content. Professional trainers will create customized learning content to best fit the client’s needs. 61

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Computer-based and Web-based training solutions are costeffective and time-effective methods alternative to traditional classroom training. What is most important is the instructional design and tools used to implement this strategy which can be delivered via the internet, intranet or on CD products. Stage VIII – Maintenance/Change Release

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Maintenance and change release go hand in hand. Ongoing maintenance is performed through the change release process. The change release process reviews each change in software modules or versions and determines if they follow the documentation requirements and project scope. Every change to be implemented must first go through the formal testing process. Once fully tested, then and only then should any new changes be released. There are various reasons for implementing a change such as a new bug being detected or a requirement missed during the original implementation, etc.

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Chapter 6 Technical Sales and Recruiting How to Build Client Relationships IT Staffing organizations are composed of three key business drivers, the technical Recruiters, technical Sales Representatives, and technical Consultants. Technical Recruiters are responsible for finding (also called “sourcing”) technical candidates which are called Consultants. Recruiters interview and qualify technical consultants for submittal to client hiring managers. Sales Representatives are responsible for finding and establishing new client/customer accounts as well as obtaining new job requirements from existing clients. This is called the IT Sales and Recruiting Cycle. (See Figure 6–A below)

1 - Sales Rep Meets with Client

4 – Recruiter Sources for Candidates

6 - Candidate Interviews with Client

2 – Contract Signed

5 - IT Candidate Contacted

7 - CONSULTANT STARTS ASSIGNMENT!

3 - Job Requirement Given to Recruiter

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Figure 6–A (IT Sales and Recruiting Cycle)

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It is important that technical sales reps grow their client relationships in order to increase sales. This can be done by building partnerships with their current and future clients. Some technical sales people in the IT industry seldom visit their clients and usually only on occasions when their clients have job orders or requirements to be filled. However, if you are looking to dramatically increase sales results you should consider becoming more like your client’s partner and less like a sales rep. By partnering with your client you become aware of the clients business goals and objectives and can align your sales strategy with their pain. This provides a huge advantage over the competition because a sales rep who partners with a client organization will bring added value. You may ask “how does a sales rep begin to partner with their clients?” By using the 7 Steps to Partnering with your client’s organization: 7 Steps to Partnering Ask: • What are the client’s business objectives and corporate goals? What are the client organization’s long term and short-term goals? • What is their biggest challenge? • What’s happening in their industry now? • What is the client hiring manager’s key role and how is it measured? • How does the client hiring manager’s objectives fit in to their corporate vision or mission statement?

Do:

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• Explain the value that your organization can bring to the relationship that will help the client reach their goals. • Frequently review and update the above periodically to stay abreast of current changes and needs the client may have and adjust your sales strategy accordingly.

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How to Qualify Technical Opportunities Now that we’ve discussed the basics of building client relationships through partnering, you need to understand how to qualify and quantify technical business opportunities. Anyone can be an “order taker” and stop by a client to pick up new job requirements they may have, however if you want to increase your chances of finding and placing the right technical candidate for the job you will need to find out as much as possible about the technical opportunity. Most organizations use IT consultants to augment their staffing model for additional technical projects. A project by definition is a statement of work that has a start date and an end date. An IT organization usually has a Chief Information Officer, Chief Technical Officer, or Chief Compliance Officer who is responsible for the overall implementation and maintenance of all technical projects and services. Below the Chief you usually find Directors or Managers of specific technical areas and their support personnel. (See Figure 6–B page 67) If we drill down further into the hierarchy of a technical project you will find a position called a Project Manager or PM. The project manager is responsible for the full life cycle of the project including implementation, control and the ultimate success of the project engagement. The project manager’s team consists of consultants who specialize in a number of different technical areas. (See Figure 6–C page 68)

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Once you receive a job requirement from a client, you need to request a meeting to find out more about the opportunity. The more detailed information you can obtain about the job opportunity, the better chances you’ll have in finding and placing the right technical candidate. In order to qualify the technical opportunity, you need to discover the following key details:

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IT MADE E-Z • Type of Project –

Project objectives and deliverables

–

Project organization – current vs. future positions needed

–

Project budget and status

• Platform and technologies – current vs. future • Technical Requirements • Job function and skills –

Duties and responsibilities

–

Experience – formal vs. practical

–

Education and Certifications

–

Security clearance

• Non-technical Requirements (soft skills) –

Management skills

–

Coaching and mentoring skills

–

Communication skills

–

Team player vs. self-starter

• Compensation –

Preferred pay rates

–

Market pay rates

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• Next Steps –

Resume submittal process

–

Candidate interview process

–

Qualifying the technical opportunity will enable you to provide the client hiring manager with technical candidates that more closely match their specific needs. As a sales rep you will be viewed as a strategic partner rather than an “order taker”.

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Benefits of qualifying the opportunity: • Strategic partnership with clients • Competitive advantage • Thorough understanding of client’s needs • Match technical candidates more closely • Improves resume submittal and interview process • Attract candidates using detailed job requirements • Uncover future job requirements

IT Organization CIO

Implementation

Information Security

Network &

Operations

Sr. Bus Analyst

Bus Analyst 1& 2

Sr. WAN/LAN

Help Desk

Sr. Project Manager

Systems

Sr. Developer

LAN Engineer

Help Desk Analyst/

Project Manager

Sr. Programmer

Developer

Sr. Systems

Help Desk Analyst/

Project Manager

Programmer

Web Developer/

Systems Engineer

Technical Support

Database

QA Tester

Telecom Specialist

Technical Support

Jr. Systems

Help Desk

Figure 6–B (IT Organization)

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Project Mgmt

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IT MADE E-Z Project Management Organization Project Manager

Functional Operational

Technical

System Administration

Training

Business Analysis

Design & Development

Hardware

Materials

Subject Matter Experts

Testing

S.W. Maintenance

Training Lab

Conversion/ Implementation

Enhancements

Trainers

Figure 6–C (Project Management Organization)

How to Qualify Technical Candidates It is critical when interviewing technical candidates that you be very specific in your questions. Asking general questions will only get you a general understanding of what someone’s capabilities are. Making a hiring decision is very important and once you hire someone it can be very difficult to undo.

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Ask for samples of a project plan, business or budget proposal the candidate has implemented or helped to implement. A resume will tell you only enough to peak your interest in the candidate. The interview is where you will drill down to the detailed core of the candidate’s abilities. Ask the candidate to provide you with a sample of a deliverable they, personally, were responsible for creating. Take the time to review their document(s) and see if you can summarize if the candidate has good organizational skills, communication skills, leader-

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ship skills, etc. Does the document raise more questions or provide answers? Is their sample work vague or is it concise? Once you have reviewed their sample documents you should have a better idea of the candidate’s strengths and weaknesses. This now gives you the opportunity to ask deeper more probing questions about their technical skills. Ask the candidate to perform a self-critique of their past or current work. What do they feel are their greatest strengths and weaknesses and why. Use this as an opportunity to delve deeper into their work process. One of the best ways to get an understanding of a candidate’s expertise is to engage their analytical skills. If the candidate is a project manager or technical lead, you may want to provide them with a mediocre project plan or business proposal prior to interviewing them. After the candidate has had time to review the document, have them critique it. What sound deliverables and timeframe sections did they find? What were the weaknesses, if any, that they found? What would they have done differently and why? If deliverables or timelines were missed, what course of action would the candidate suggest be implemented to correct the situation and why? If they will be responsible for leading a technical team, ask the candidate about their coaching or mentoring style. How would they deal with a difficult employee? How would they deal with an employee who fails to meet their deliverables frequently? Have they ever had to deal with a reduction in people resources or budgetary constraints and how did they adapt?

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As an interviewer, use this time as a valuable tool to identify the candidate’s management style, project effectiveness and critical thinking. Some other probing questions are has the candidate delivered proposals to or been a part of a steering committee or board? What was different about addressing or

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IT MADE E-Z participating in this particular group vs. working with and addressing their team members? Some of the best feedback you can obtain will be from team members who will work with the candidate. This allows you to get a sense for group dynamics. Make sure your team has a list of predetermined questions to ask the candidate about work habits and processes. You, as the main interviewer, should be the one to discuss skill sets in detail. The main objective here is to evaluate the candidate’s strengths and the areas they need to improve upon. What can the candidate’s strengths contribute to your team dynamic? How would they be used to benefit the project? With regard to areas that need improvement, how will the candidate deal with situations that take them outside their area of expertise? Realize that your hiring decisions are the most important choices that a manager can make and that by investing time upfront during the interviewing process you will save yourself countless hours of issue resolution later on. Hiring a candidate is fairly easy, however when you have to dismiss an employee you may run the risk of interrupting your teams productivity and group dynamics. Making a good investment of time on the front-end will pay far greater dividends down the road.

IT Job Titles/Skill Sets IT professionals wear many hats and go by different names, depending upon their area of expertise. All IT professionals focus on improving the usability and efficiency of technological systems and processes. There are a broad range of IT jobs, and not all positions require technical skill sets.

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What follows is a list of some of the main functions that exist in today’s IT industry along with their various skill sets. Below each skill list you will find questions that can aid you in quali-

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fying and quantifying an IT candidate’s experience. Also provided are some questions you should ask the hiring manager to qualify the job opportunity. Business Analyst • Analyze department operations or functional unit with the purpose of developing a general systems solution to a problem that may or may not require automation • Work directly with management and users to analyze, specify and design business applications • Provide insights into an operation for an information systems analyst • Develop detailed functional, system and program specifications using structured design methodologies and CASE tools • Demonstrate strong business sense and keen communication skills • Work with both information systems team and strategic planning business group • Research software • Interview staff • Analyze code • Produce process model, diagrams and updated data model • Analyze data requirements and code of existing application • Design database structures -- for Design Change Requests, Defect Reports and re-architecture • Troubleshoot problem areas related to database structures, stored procedure, database triggers, etc. • Write SQL • Write and apply database scripts to development and system testing databases • Maintain revision control for database versions and scripts applied 4AF6755A-8C0A-4EFA-B14C-64FAF838CCBE

• Participate in high-level design walkthroughs

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IT MADE E-Z • Assist in development of production application systems • Assist in preparation of project plans and schedules for application systems development efforts • Serve as liaison between customers and development team to help design and develop applications • Act as liaison between developers and end-users • Document on paper what "process" will be, including documentation of all changes made by software engineers • Coordinate and follow through with test plans • Coordinate problem resolution and ensure that development release documentation accurately reflects contents of new releases • Facilitate Joint Application Design (JAD) sessions • Define requirements • Participate in test planning • Develop test cases • Participate in help desk definition • Oversee requirements gathering and definition • Produce analysis and design documents • Work closely with senior analysts to evaluate and enhance design of existing IS environment • Assist projects in evaluation of technology components in support of system projects

Questions to ask the Hiring Manager about the Job Opportunity:

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• Is the project going to be new development, enhancements to an existing application/system, or production support? • What does the application/system do? • Do you use any tools for documentation and if so, what are they? • Will the BA work with technical resources, functional or business resources or both? • Will this position require the creation of technical specifications or functional specifications? 73

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Database Administrator Database Analyst – Architect A database management system (DBMS) can be an extremely complex set of software programs that controls the organization, storage and retrieval of data (fields, records and files) in a database. It also controls the security and integrity of the database. The DBMS accepts requests for data from the application program and instructs the operating system to transfer appropriate data. Regarding certifications, each vendor has their own certification: Oracle, Microsoft, Lotus, etc. The Database Administrator (DBA) develops, implements, updates, tests, and repairs server databases. The DBA is responsible for monitoring performance, archiving and backing-up information, and assuring the security of confidential information stored in the system. Common Functions: • Assist supporting the team in providing timely and efficient support to assigned operations; coordinate day-to-day operations and maintenance in a critical enterprise-class data center • Collaborate in assessing current and expected database needs, and provide capacity planning, configuration, maintenance, optimization and documentation of database installations • Implement and maintain viable database infrastructure standards and policies • Design low-cost solutions for hardware, software and personnel related to database operations

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• Assist in researching, implementing, and testing new technologies, solutions, and/or features to improve performance and reliability of database installations using industry best practices and high availability

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IT MADE E-Z • Work with application groups and vendors to ensure that database designs and implementations adhere to standards and service level agreements • Ensure development, implementation and maintenance of high-availability solutions for trading operations on databases • Assist in testing and implementation procedures • Ensure that all database improvements and changes are implemented correctly and completely, and monitor all effects of modifications • Be capable of completing complex technical tasks as well as performing essential second level support for database infrastructure

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• Perform basic administration duties, such as error log monitoring, auditing, table space management, storage management, installation, upgrade, and backup/recovery duties: –

Entity Relationship Diagrams

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Table Spaces

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Indexes

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Schema Layouts

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Scripting

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Stored Procedures

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Data Modeling

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Database Defragmenting

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Backup and Recovery

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Performance Tuning

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Trigger creation

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Questions to ask the Hiring Manager about the Job Opportunity: • Is this a new development database, production database, or test database? • What kind of applications will interface with the database? • What is the size of the computer environment? • How many databases are there? What size and version? • How many users will this position be responsible for? • Will this position be responsible for physical or logical design, capacity planning, storage, back-up, security, performance tuning, etc.? • Does the position require knowledge of creating stored procedures and triggers?

Data Warehouse Administrator Position requires extended expertise in the design and administration of data warehouse databases in a large Server environment. Strong written and oral communications. Thorough understanding of performance tuning, space management and backup/recovery principles in a multiterabyte environment. Must understand current and emerging standards and technologies: • Business Purpose

• Data Mining

• Data Mart

• DSS

• Data capacity

• EIS

• User capacity

• Template

• OLAP

• Middleware

• ROLAP

• ELT software

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• MOLAP

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IT MADE E-Z Questions to ask the Hiring Manager about the Job Opportunity: • Is this an enhancement to an existing data warehouse, production support, or new development? • What is the size of the data warehouse and number of data marts?

LAN/WAN • Maintain Microsoft Windows 2000 servers in such a manner as to minimize unscheduled downtime • Document system configurations and changes • Complete LAN Admin-related requests, as assigned by manager • Install and set-up systems in a networked environment • Monitor and maintain server integrity using event logs, MS System Tools, and Compaq Insight Manager • Maintain Antivirus software • Configure and support SQL 7/2000, SNA, HIS, IIS 4/5, ISA Server, and 2000 Terminal Services • Proficient with Citrix MetaFrame XPa, Proliant server hardware, and TCP/IP Concepts • Familiar with Captaris RightFax, Legato Networker, and HP SAN StorageWorks • Develop, implement, and maintain Windows 2000 server services, including WINS, DHCP, DNS, Exchange, Printing, NTFS, Security, and Backup and Restore • Perform other maintenance/support tasks as assigned by manager • Support Citrix MetaFrame XPa servers • Daily support and troubleshooting of Windows 2000 Domain, including profiles, permissions, policies, and log-on scripts

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• Implement and maintain user administration procedures

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• Ethernet • Token Ring • ATM • COMPAQ/HP • Dell • Cisco • MS Mail • MS Exchange • CC: Mail • Groupwise • Security • Firewall • Monitoring • Switches/Routers/Hub/Bridges • Bandwidth • Design • Migration • Protocols

Question to ask the Hiring Manager about the Job Opportunity: • What is the size of your network environment? • How many users have access? • What operating systems and versions do you run?

Project Manager

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The Project Manager is responsible for coordinating and managing the day-to-day activities of projects. Duties will include ensuring project deliverables, timelines, and identified requirements. PM will be responsible for monitoring project spending, progress according to schedule, and ensuring 78

IT MADE E-Z accurate project tracking. The PM will also be responsible for negotiating resolution of complex project issues, major changes in project scope or deliverables, and resolving significant risk issues. Certifications may include PMI (Project Management Institute) or PMP (Project Management Professional) as well as other technical certifications. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Project Initiation Project Planning Project Execution Project Control Project Closing Strong management skills Strong communication and negotiation skills Technical expertise Multi-tasking Leadership and mentoring Organization and Planning Microsoft Project Data modeling

Questions to ask the Hiring Manager about the Job Opportunity: • Is this project new development, production support or enhancements to an existing application/system? • Is this position responsible for 1 or multiple projects? • What will the new system do? • Will this position work with both technical and functional/business resources and how many? • Will the PM have direct reports, and how many? • What tools will be used to track and document project status?

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• What phase are you in the Software Development Life Cycle?

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Tester - Test Engineer Quality Assurance or Control (QA/QC) Testers test applications and platforms. Duties can include working with QA Team Manager and Engineers to create and document test plans and cases. Testers design test data sets, create test scripts using automated toolset QACenter Enterprise Edition, manage, execute and report tests. Testers must have experience as a tester and business analyst, and be adept at testing all types of data (i.e., XML, delimited text files, databases). Formal test planning and execution of functional, regression, integration, and performance tests experience is also required, as is a working knowledge of relational databases and hands-on management of testing, exception and summary reporting. Strong experience with automated testing tools, Compuware’s QACenter and Mercury SQL, XML, MS Access, Basic UNIX, IBM Rational Unified Process is important, as is an understanding of data models. • UAT • End-to-End Testing • Load Testing • Unit Testing • Regression Testing • Test Director • WinRunner • LoadRunner

Questions to ask the Hiring Manager about the Job Opportunity: • What type of testing is needed? • Do you use testing tools? What kinds?

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• Will this position be responsible for writing their own test case scenarios and scripts? 80

IT MADE E-Z Software Engineer - Systems Engineer – Programmer/Analyst - Developer The main duties of the Software Engineer are to program (write or code) applications, build JAVA servlets, JSPs, and RMI functionality for mission-critical web-based applications. Requirements analysis, object-oriented design, code and unit test, Integration and System Test, Product Test support (debug, defect correction, etc.), and Maintenance experience is also important. Skills: • Analysis • Design • Flow charts • Program • Testing • Cobol • Pascal • C • OOA/OOP • JAVA 2 EE • Fortran • JAVABeans

Questions to ask the Hiring Manager about the Job Opportunity: • What languages do you need and versions? • Will this position be involved in front-end or back-end development?

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• Is this new development or ongoing maintenance?

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Systems Programmer – Systems Software Specialist • The Systems Programmer is responsible for installing and supporting system-level software • Installation of new releases • Performance tuning • Debug code • Perform system design, capacity planning, troubleshooting and system installs • Troubleshoot system problems • Support system products • Maintain corporate database • Provide application programmers with file layout support • Design and create applications middleware • Help Desk Analyst - Technical Support • The Help Desk Analyst is responsible for basic user support. Tech support fields end-users questions and resolves desktop related problems. • Support end users • Application support • Network monitoring • Microsoft SMS • Answer user questions

Questions to ask the Hiring Manager about the Job Opportunity: • What is the size of the computer environment? • How many users will access it? • What operating systems and versions do you currently run?

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• Is this position hardware or software related?

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IT MADE E-Z Help Desk Manager The Help Desk Manager is responsible for: • Design of voice networks integrating telephony hardware and network services • Support systems development in telephony intensive applications • Management of support team assisting users of corporate software products • Oversee traffic engineering and carrier management • Select a help desk software package • Demonstrate an understanding of LANs • Provide upper management with information regarding support activities • Support the product and work with business partners and consumers who call for help • Hands-on manage a software support team responsible for enhancements, modifications and troubleshoot programming • Demonstrate strong organizational skills • Demonstrate strong supervisory skills • Demonstrate strong people skills

Questions to ask the Hiring Manager about the Job Opportunity: • What is the size of the computer environment? • How many users will access it?

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• What operating systems and versions do you currently run?

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Technical Writer – Documentation Specialist The Technical Writer is responsible for developing system documentation and/or user documentation. This is an excellent position for those with non-technical backgrounds to break into the technology industry. • Write technical documentation • Create graphics • Visio • Case • Strong communication and writing skills • Work directly with systems analysts and programmers to write and edit program and system documentation, user manuals, training courses and procedures. • Prepare proposals and technical reports

Questions to ask the Hiring Manager about the Job Opportunity: • What does the application/system do? • What tools are used for documentation? • What do you need to have documented?

Security Administrator – Security Analyst The Security Administrator is responsible for: • Statistical and tactical aspects of disaster recovery, auditing and security policies, procedures and guidelines • Develop and implement an external network policy • Set up a firewall for the client’s network • Ensure security of operating systems and internet applications

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• Must be versed in Cryptography, Access control, Trusted methodology, identification and authorization 84

IT MADE E-Z Questions to ask the Hiring Manager about the Job Opportunity: • What is the size of the environment? • How many servers do you have? • What are your current security measures? Firewalls, Intrusion Detection? • What tools do you use to monitor your network?

Trainer – Instructional Design The Trainer is responsible for: • Assessment of training needs • Identification of training solutions • Provision of instructor-led classroom training regarding an application’s functional and technical aspects • Development of new courses based on need assessments • Development of training and user materials • Design, development and implementation of learning materials based on a thorough needs analysis • Management and evaluation of training • Engagement of management team in developing and coaching their personnel • Keeping up with training issues

Questions to ask the Hiring Manager about the Job Opportunity: • What type of training is needed? Classroom, computerbased (CBT), etc.? • Does this position require development of materials? What kinds of materials, facilitator guides, participant guides, manuals, cheat sheets, test exams, online development, web development, etc.? 4AF6755A-8C0A-4EFA-B14C-64FAF838CCBE

• Is there travel involved? How much and where?

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Telecom Engineer The Telecom Engineer is responsible for: • Installation • Maintenance • PBX • Telephony • Peripherals • Voice response systems

Questions to ask the Hiring Manager about the Job Opportunity: • What type of system will this position be involved in? • Where will the work to be done take place? Network Operations Center or at a switch or other? • What are the primary duties? Installation, Testing, or Support? • What type of experience is required?

Systems Engineer Systems Engineer is responsible for:

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• Conduct inspections on assembled equipment to verify compliance with specifications • Conduct audits of server configurations • Conduct or assist in hardware tests to verify correct functionality • Define hardware and connectivity requirements • Ensure proper installation of h/w, phone service, host connections, network connections • Monitor systems • Identify and solve hardware problems • Perform standard and nonstandard maintenance procedures 86

IT MADE E-Z Network Engineer – Network Administrator – Systems Administrator The Network Engineer is responsible for network design, support and integration. • Perform high-level network technical duties • Design network routers, hubs, servers and switches • Plan, implement and support network solutions between multiple platforms • Install and maintain local area network hardware and software • Troubleshoot network usage and computer peripherals • Installation of application software • Configure servers • Integration • Migration • Install operating systems software, database management systems software, compilers and utilities • Monitors and tunes systems software, peripherals and networks • Installs new software • Installs new users • Creates batch administration scripts • Adapts software to existing systems • Performs system backups • Recovers lost data • Maintains system security • Resolves systems problems

Questions to ask the Hiring Manager about the Job Opportunity: 4AF6755A-8C0A-4EFA-B14C-64FAF838CCBE

• What type of diagnostic tools do you use? 87

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• What type of infrastructure technologies knowledge is required? Operating system and version? • How large is the environment? How many servers? • What types of servers, Database, Mail, Web, Application, etc.? • What platforms, Unix, Windows, Linux, etc.? • What hardware experience is required? Hubs, Routers, Switches, etc.?

Director of Information Systems – Information Technology • Determine overall strategic direction and business contribution of information system function • Monitor direction and growth of business to ensure application of appropriate technologies and support resources • Work with management to outline business requirements and define solutions • Review legal agreements containing project scope information to ensure service engagements are well defined • Manage and lead direct reports • Lead technical resources • Work with outside partners to contract third party resources to assist in development projects • Scope, document and lead development projects • Work with senior executives within an organization • Set technical direction and develop new applications with client/server tools • Manage development, implementation and support of IS environment • Build development life cycle infrastructure • Perform requirements planning

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• Build development life cycle infrastructure-defect tracking

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IT MADE E-Z • Demonstrate strong presentation skills • Demonstrate strong organization skills • Manage new software implementation and development initiatives • Oversee evaluation, specification, design and implementation phases of systems implementation • Manage customer relations • Manage IS enhancement requests/requirements • Oversee staffing and personnel management for project management and implementation oriented personnel • Oversee budgeting and resource management for projects and implementation • Prioritize all technology-related projects, such as software and hardware installs, and coordinate "moves, adds and changes" • Establish and maintain vendor relationships • Negotiate all technology-related maintenance/service agreements • Communicate with upper management and users in a diplomatic fashion • Respond to all internal customer requests in timely manner • Interact with management on a continuing basis • Understand role of MIS in overall corporate strategy and planning, and set objectives aligned with this role • Evaluate systems, hardware, software and personnel, and address potential changes in personnel and in technology • Convert business information needs into IS strategies • Adopt policies and procedures that guarantee optimum use of information systems resources for competitive advantage • Assess strengths and weaknesses of IS department and current users, and identify plan to maximize strengths and minimize weaknesses

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• Develop comprehensive disaster recovery plan to ensure business continuity/survival, minimize damage and facilitate coordination

EDI Analyst Oversee electronic communication of business transactions, such as orders, confirmations and invoices, between organizations • Introduce EDI standards and technology • Make decisions for information construction • Select resources for EDI processing and application expansion • Coordinate processing and transmission schedules • Map standard data formats • Graphic Analyst • Create and manipulate picture images in a computer • Communicate ideas rapidly with storyboards and prototypes • Demonstrate communication skills using popular graphics packages

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• Use graphics computer system that requires a graphics display screen, a graphics input device (tablet, mouse, scanner, camera, etc.), a graphics output device (dot matrix printer, laser printer, plotter, etc.) and a graphics software package (a CAD, drawing or paint program, etc.)

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IT MADE E-Z Internet Development – Webmaster – Web Design Webmasters are responsible for all technical aspects of a Web site, including performance issues such as speed of access, and for approving site content. Internet Developers or Web Developers, also called Web Designers, are responsible for the day-to-day site design and creation. These Web producers translate the management’s vision into a graphically designed, HTML-coded website. They are responsible for posting, updating, and quality-checking content on websites. • Create and maintain corporate web site • Develop web site graphic designs • Periodically check links to ensure they are current; change as needed • Update information in pages/databases • Check bugs and problems (e.g., nonworking pictures, maps, links, etc.), diagnose and fix them • Keep links to Internet up-to-date; search/find new links, add them • Structured web development; (e.g., adding staff links and linking the staff page) • Carry out basic web browser functions, including web search • Edit pages using a web editor • Create and edit gif and jpg pictures • Create transparent gifs • Create clickable maps • Program using html • Send edited work to web server • Work with web-connected database

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• Demonstrate knowledge of principles of good web design

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• Work directly in creating/maintaining higher web levels • Keep up with Internet literature and emerging trends/technologies • Assess new trends, formulate response strategies • Conduct ongoing experimentation with emerging technologies • Assess strengths and weaknesses of current web implementation

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• Subordinate own image of what web should be, to those of constituents: –

JAVA

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HTML/DHTML

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WebLogic

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XML

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VB.NET

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IIS

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C#.NET

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Dreamweaver

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C++

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Apache

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.ASP

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ActiveX

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FrontPage

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JAVA Applets

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JAVAScript

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JAVA Servlets

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VBScript

–

–

Perl

Website Administration

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IT MADE E-Z

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Glossary of Computer Terminology A .ASP – Active Server Pages: A scripting environment for Microsoft Internet Information Server in which you can combine HTML, scripts and reusable components to create dynamic web pages. ACD – (BCMS/CMS) ACD automatically distributes incoming calls to specified skills or agents. BCMS provides real-time and historical reports about agents. ActiveX – ActiveX is a stripped down implementation of OLE designed to run over slow Internet links. Allows for design of reusable components. AIX – An IBM version of the UNIX operating system. Apache – Software utilized for website development and maintenance. Open-source software. ATM – Short for Asynchronous Transfer Mode, a network technology based on transferring data in cells or packets of a fixed size. Some people think that ATM holds the answer to the Internet bandwidth problem, but others are skeptical. Automounter – This is a daemon that automatically and transparently mounts any NFS volume as needed, and unmounts them after they have not been used for some time. AWK – The Awk text-processing programming language is a useful and simple tool for manipulating text. Used on UNIX machines.

B Baan Enterprise Resource Planning (ERP) Solutions – Corporate performance management > customer relationship management > enterprise resource planning > financial management > human capital management > product lifecycle management > supplier relationship management > supply chain management Backup and Recovery – Procedure carried out to safeguard data. Data is saved so that in the event of damage to the original data, the data can be recovered through the backups made. Bandwidth – Refers to the data rate supported by a network connection or interface. Bandwidth can be measured in terms of bytes per second (bps). Black Box Testing – Builds test data from original requirements or specs so any bias created during programming is avoided. Bluetooth – A radio system operating in a 10 meter range that allows pairs of devices to communicate to each other, wirelessly. You may already use a wireless mouse and wireless keypad – the probability is that these devices are using Bluetooth to communicate.

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Booch – Grady Booch’s Object-Oriented Design (OOD), also known as Object-Oriented Analysis and Design (OOAD), is a precursor to the Unified Modeling (UML).

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IT MADE E-Z Bourne Shell – The Bourne shell provides a programming environment with features similar to those of a high level programming language. Similar to a scripting language. Bridge – A device that connects a LAN to other LANs that run on the same protocol. Business Purpose – The reason for the activity.

C C Programming Language – It is one of the dominant languages in systems and microcomputer applications programming. It has grown popular due to its simplicity, efficiency, and flexibility. C Shell – A shell is a program which provides a user interface. With a shell, users can type in commands and run programs on a UNIX system. C#.NET – Microsoft’s newest version of the C programming language. Part of the Visual Studio package. C++ – C is one of the dominant languages in systems and microcomputer applications programming. C++ is an object-oriented language. Capacity Planning – The planning of a system that includes calculating user or data capacity needed. Certifications – Typically requires passing of one or more exams to show a level of expertise in working with a specific product or software. Cisco – Leading manufacturer of routers and switches. Offers a popular certification in router technology. Clarify – Software made by Nortel Networks. The Clarify software had been offered as part of the CRM (customer relationship management) suite within SAP’s MySAP.com product line. Client/Server – A networking model referring to a program (the client) that makes a request from another program (the server) which fills the request. COBOL – Language used to develop most applications used on a mainframe. COM Component Object Model – Used by programmers to break a program down into components that can be used whenever or wherever needed. CTI Network Computer-Telephony Integration (CTI) – is the delivering of computer and telephone integration capabilities inside the network. Customer Call Center Center – for receiving or making calls associated with customer service of a company.

D

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Data Capacity – The amount of data that a system is capable of handling.

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Patrick Bowman Data Mart – A Data Mart, in contrast to a Data Warehouse, is a database of information collected from operational and other systems, which is made available to a group of users to meet a specific business need. The presence of a Data Mart often suggests the presence of a Data Warehouse, but not necessarily. In general, a Data Warehouse tends to be implemented for strategic long term reasons, whereas a data mart tends to be tactical and directed at meeting an immediate business need. Data Mining – A powerful business intelligence (BI) technology that provides knowledge about unknown patterns and events from large databases. In other words, it gets the required business sense out of raw data. Data Warehousing – A generic term for a system for storing, retrieving and managing large amounts of any type of data. DB2 Short for Database 2 – a family of relational database products offered by IBM. DB2 provides an open database environment that runs on a wide variety of computing platforms. Defrag/Defragmenting – When data is saved on a hard drive, it is usually not saved in only one location. Pieces of the data are saved in various locations on the disk. The process of defragmenting moves this data to one contiguous location. This speeds up access to the data. Design Planning – overall process, configuration and/or procedures. Desktop Computer – for individual use. Runs a desktop or workstation operating system. Development vs. Production Development – systems are not used by those conducting the business of the company. They are used to test software and systems prior to taking them into production. Production environments are used on a daily basis for a company to conduct its line of business. DG-UX – Operating system of commercial UNIX provided for the AViiON family of open enterprise servers DMARC – A radio data service to offer information to customers DNIS/CO – Short for dialed number identification service, a telephone service that identifies for the receiver what telephone number was dialed by the caller. A common use for this type of system is 800 and 900 phone numbers that often channel multiple phone numbers into the same PBX system. Once the call enters the PBX system, the DNIS will identify which number was dialed and record that information. DNS Domain Name System – A service that matches “friendly” names (hostnames) to IP addresses. DNS Server: Internet server, usually associated with an Internet service provider, that translates a domain name into its associated IP address, so data can route to the correct computer Dreamweaver – Integrated web design tool for Windows or Mac. Switches between visual layout and text editing. Supports DHTML, CSS etc. Made by Macromedia. DSL (Digital Subscriber Line) – A method to bring high bandwidth information over existing telephone lines.

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DSS Decision Support Systems – Applications used to gather data needed by executives to make decisions.

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IT MADE E-Z E EIS Executive Information System – Application used by executives to view data needed to make business decisions. ELT – software English language translation software. Entity Relationship Diagrams – Data models used in analysis to describe the data requirements and assumptions in the system from a top-down perspective. They also set the stage for the design of databases later on. Ethernet – Data is broken into packets which are transmitted using the CSMA/CD algorithm until they arrive at the destination without colliding with any other. Ethernet cables are classified as “XbaseY”, (e.g. 10base5), where X is the data rate in Mbps, “base” means “baseband” (as opposed to radio frequency) and Y is the category of cabling. The original cable was 10base5 (“full spec”), others are 10base2 (“thinnet”) and 10baseT (“twisted pair”) which is now (1998) very common. 100baseT (“Fast Ethernet”) is also increasingly common.

F Firewall – Special software designed to protect a private computer system from unauthorized access. Firewalls are used by corporations, banks, and research facilities on the Internet to keep hackers out. Fortran FORmula TRANslator – The first and still most widely used programming language for numerical and scientific applications. FrontPage – Microsoft FrontPage, a registered trademark of Microsoft Corporation. A software program to create and manage Web pages. FTP (File Transfer Protocol) – Standard internet protocol to exchange data files.

G Gap Analysis – Done when two tests or samplings are taken at different points in time. An analysis of the difference in the metrics is the gap analysis. GHz (Giga Hertz) – A unit of frequency equal to one billion Hertz per second. GPRS General Packet Radio Service – represents the first implementation of packet switching within GSM, which is a circuit switch technology. Offers data speeds up to 115kbits per second. Groupwise – A cross-platform collaboration product that enables smarter work alone and with others over any type of network—wired to wireless, including the Internet. In addition to integrated e-mail and scheduling services, GroupWise offers task-, contact- and document-management services that increase productivity.

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GSM Global System for Mobile Communications – A longer range radio-based switching system used in cell phones. First generation was an analogue platform, to a fully digital platform for its second generation. Third generation or 3G handsets enable a full digital environment with the ability to send and receive e-mail video images, internet connectivity and other enhanced services.

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H HP-UX – Hewlett Packard’s version of UNIX. HTML/DHTML – A Hypertext document format used on the World-Wide Web. “Tags” are embedded in the text. A tag consists of a "<", a "directive" (case insensitive), zero or more parameters and a ">". Matched pairs of directives, like "<TITLE>" and "" are used to delimit text which is to appear in a special place or style. DHTML is Dynamic HTML. HTTP Hypertext Transfer Protocol – Standard for exchanging files on the web.

I ICP Interactive Call Pathing – ICP is protocol used by customer phone systems that offer interactive information. IIS Internet Information Server – Microsoft’s Web server that runs on Windows NT platforms. Because IIS is tightly integrated with the operating system, it is relatively easy to administer. However, currently IIS is available only for the Windows NT platform, whereas Netscape’s Web servers run on all major platforms, including Windows NT, OS/2 and UNIX. IIS is fully integrated in Microsoft’s new .NET technology. Implementation – The process of deploying and beginning to utilize the outcomes of a project. Indexes – Just like the index of a book, indexes of a database contain the most searched through data and the location of the reminder of the data for each record in the database. Informix – IBM’s enterprise information management products, including database servers and application development tools. Interface – What the user sees is the interface to the application. iPlanet – iPlanet is Sun Microsystem’s solution for a Web server and related programs intended to allow an enterprise to take advantage of the Internet. A joint venture with Netscape Communications, the iPlanet suite competes with similar offerings from Microsoft (and its Internet Information Server – IIS) and Apache, which provides the most widely-installed Web server. IRIX – Silicon Graphics, Inc.’s version of UNIX IVP – Interactive Voice Responses. Used to offer communication to customers.

J JAVA – A simple, object-oriented, distributed, interpreted, robust, secure, architectureneutral, portable, multithreaded, dynamic, buzzword-compliant, general-purpose programming language developed by Sun Microsystems in 1995. JAVA supports programming for the Internet in the form of platform-independent JAVA “applets”. Similar to C++. JAVA Applets – Small applications written in JAVA that are used by website. Viewed in browsers,

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JAVA Servlets – Applets written in JAVA that runs on the server.

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IT MADE E-Z JAVABeans – A component architecture for the JAVA programming language, developed initially by Sun, but now available from several other vendors. JAVABeans components are called “beans”. JAVABeans allows developers to create reusable software components that can then be assembled together. JAVAScript – A simple, cross-platform, World-Wide Web scripting language, only very vaguely related to JAVA. J2EE – JAVA 2 Enterprise Edition (J2EE). It is not a software package but instead a set of basic rules (standards and protocols) that allow different software to work together. JDBC – JAVA Database Connection. JDBC technology is an API that permits access to virtually any tabular data source from the JAVA programming language. JSP – JAVA Server Pages. A scripting environment in which you can combine HTML, scripts and reusable components to create dynamic web pages. These web pages are dynamically created at the server; the images are then sent to the client. All processing is done at the server level, not the client. Similar to ASP.

K Korn Shell – A programming environment for UNIX systems.

L LAN Local Area Network – Several PCs tied together to share common resources in a small area. Legacy Re-engineering – The process of making necessary changes to an older existing system. LINUX – An implementation of the UNIX kernel originally written from scratch with no proprietary code. Load Testing – Testing done on the application loaded in the manner it is intended to be used. This places a load on the application and the system to see how it will hold up to use. LOC. Box Location. – Some companies place a duplicate box at another location. Lotus Notes – A group of application programs from Lotus Development Corporation which allows organizations to share documents and exchange electronic mail messages.

M MAC – Computer by Apple Computers. Has its own operating system. Used primarily for graphics programs. Mainframe – A large computer used primarily by very large corporations for large amounts of data or for major mathematical calculations. Mapping – The documentation of the layout or a process or system. Mapping is also used in brainstorming sessions for documentation.

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Mercury – Offers numerous solutions for IT issues including LoadRunner and WinRunner

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Patrick Bowman Microsoft Project – Microsoft tool used to track all tasks and resources involved in a project. Microsoft SQL – Microsoft’s server-based database management system used to house and maintain large databases. Microsoft .Net – The Microsoft solution for web services connecting software that connects the world of information, devices, and people. Middleware – Software that connects applications, allowing them to exchange data. Middleware is used to connect data to the front end application the user sees. Migration – The movements of data or settings from one system to another. MOLAP Multidimensional On-Line Analytical Processing – is online analytical processing (OLAP) that indexes directly into a multidimensional database. In general, an OLAP application treats data multidimensionally; the user is able to view different aspects or facets of data aggregates such as sales by time, geography, and product model. MOLAP is often used as part of a data warehouse application. MS Exchange – Microsoft's messaging and enterprise collaboration server. Exchange's primary role is as an electronic mail message store but it can also store calendars, task lists, contact details, and other data. MS Mail – The end-user interface for e-mail access. Newer version is called Outlook

N Niku Project Manager – Niku’s tool used to track all tasks and resources involved in a project. Similar to MS Project. NIS NIS+ (pronounced “niss-plus”) – is an applications programming interface. The NIS+ API is for programmers who need to build applications for Solaris networks. It provides essential features for supporting enterprise-wide applications.

O Object Design – The planning of the objects to be used within the development of the application. OLAP On-Line Analytical Processing – Many companies offer OLAP tools. They are designed for fast Analysis of Shared Multidimensional Information Openview – An end-to-end multi-platform management solution. Network management product offered by HP. Operating System – The software needed to run the basic operations of the computer. Operations Analysis – An analysis of the processes and procedures of an operation. Optimization – To configure the system to run at the most efficient way possible.

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Oracle – An ERP Business Solution. The world's leading supplier of information management software.

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IT MADE E-Z P Pascal – Used my some colleges to teach structured programming. PeopleSoft – Software company that, since 1987, has built global, enterprise applications. Acquired by Oracle. Performance Tuning – This includes configuring the system to accomplish the needed tasks as efficiently as possible. Performance tuning is done in all types of systems and within all applications. Perl Practical Extraction and Report Language – Perl is a general purpose language, often used for scanning text and printing formatted reports. Project Management – The process of managing a project. This includes visualizing, initializing, implementing and closing the project. Protocols – A set of rules for how two computers speak to one another through a modem or network. This ensures that the message gets through OK. Both the sender and receiver must use the same protocol

Q QACenter – QACenter delivers a unique offering of automated testing products and solutions designed to validate applications running in the full spectrum of environments, isolate and correct problems, and ensure that systems can handle anticipated load. Quality Monitoring – Overseeing the quality of interactions with customers.

R Regression Testing – To protect the integrity of the program, tests are conducted on the complete system and saved before any part of the program is changed. This allows for easy tracking of potential problems. The original prechange tests are rerun to assure the system still functions properly. RFID Radio Frequency Identification – is a short-range system used to identify products in situ or in transit. RFID is used to track products on a shelf in a supermarket and can offer the retail industry savings on inventories and out of stock items. ROLAP ROLAP/Relational Online Analytical Processing – are a form of OLAP/Online Analytical Processing; that performs dynamic multidimensional analysis of data in databases. The difference is that ROLAP/Relational Online Analytical Processing works for relational databases. The other works on multidimensional databases. Router – Computer software that directs data traffic between at least two points.

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SAN Storage Area Network – A network that connects various devices for data storage, backup and restoration.

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Patrick Bowman SAP – SAP Business Suite enables companies to manage relationships with customers, suppliers, logistics partners, financial service providers, and employees -- and derive efficiency and profitability from these relationships. An integrated set of solutions. Schema Layouts – The basic design of the database. The field names and attributes of the fields in a database. This is the written design of the database. Schemas – The basic design of the database. The field names and attributes of the fields in a database. SCO – Company that offers a version of UNIX Scripting – A short program detailing actions or commands that should take place. Scripting languages include: VBScript, JAVAScript, Perl, etc. Security – The tasks and procedures involved in securing a network and all of its components. This includes ensuring access to needed applications and data. Server – Computer used to offer a service or services to others in a network environment. SFS – Secure File System Siebel – The market-leading integrated suite of Siebel eBusiness Applications enables organizations to deploy an integrated set of customer-driven best practices across their sales, marketing, and customer service. Derived from experience with more than 3,500+ customer deployments and nearly 10 years of product development and investment, Siebel Systems has documented hundreds of industry-specific best practices for every aspect of CRM and embedded them directly in the functionality of Siebel eBusiness Applications. SMS Systems Management Server – a set of tools from Microsoft that assists in managing PCs connected to a local-area network (LAN). SMS enables a network administrator to create an inventory of all the hardware and software on the network and to store it in an SMS database. Using this database, SMS can then perform software distribution and installation over the LAN. SMS also enables a network administrator to perform diagnostic tests on PCs attached to the LAN. SOLARIS – UNIX operating system offered by SUN. Stored Procedures – These procedures or short programs are stored on a server. They are run when called by another program or procedure. Strategic Planning – The field of strategic planning and performance measurement is an outgrowth of the desire of managers, stakeholders and stockholders for direction and accountability. SUN-OS – Current Sun operating system is Solaris Swing – Used to create graphical user interfaces (GUIs) for applications and applets, using the Swing components. JAVA components. Switch/PBX Private Branch eXchange – a private telephone network used within an enterprise. Users of the PBX share a certain number of outside lines for making telephone calls external to the PBX. Most medium-sized and larger companies use a PBX because it's much less expensive than connecting an external telephone line to every telephone in the organization.

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Switches/Routers/Hub/Bridges – Hardware used to connect network cabling together. Each type of device offers additional intelligence for routing capabilities.

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IT MADE E-Z Sybase – Based in Emeryville, California, one of the dominant software companies in the area of database management systems (DBMSs) and client/server programming environments. Its DBMS products are branded with the Sybase name, whereas its client/server products, chiefly PowerBuilder, are branded with the name PowerSoft

T Table Spaces – In DB2, table spaces are actually stored in a structure known as a table space. Each table space correlates to one or more individual physical VSAM data sets that are used to house the actual DB2 data. TCP/IP – A standard set of communication rules PCs use that connects to the Internet. Template – A basic form used to create objects. Template are used in a variety of ways. They allow you to start with a basic format instead of a “blank canvas”. Terminal Services – This multi-user server core provides the ability to host multiple, simultaneous client sessions on Windows NT Server 4.0, and on future versions of Windows NT Server. Terminal Server is capable of directly hosting compatible multi-user client desktops running on a variety of Windows-based and non Windows-based hardware. Standard Windows-based applications, if properly written, do not need modification to run on the Terminal Server, and all standard Windows NT-based management infrastructure and technologies can be used to manage client desktops. Testing/QA – The process of taking a program through “its paces” to discover whether or not it is performing according to design specifications. Tivoli – Currently owned by IBM. Tivoli Software offers a variety of management software solutions including security management, storage management, monitoring and optimizing performance, configuration and operations. Token Ring – A type of computer network in which all the computers are arranged (schematically) in a circle. A token, which is a special bit pattern, travels around the circle. To send a message, a computer catches the token, attaches a message to it, and then lets it continue to travel around the network. Topology – The physical architectural layout of a network. Trigger – Something that the system looks for. When that event or trigger takes place, a series of commands run.

U ULTRIX – A UNIX-based operating system made by DEC UML Unified Modeling Language – UML has become the software industry's standard notation for representing software architecture and design models UNIX Server Operating System – Both commercial and free versions are available. Used primarily as web servers or web application servers. Upgrade – Bringing a system or program to a more recent version than what is being used currently. Usability Testing – Testing done to an application that looks at application ease of use.

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User capacity – The number of users a system is able to efficiently handle.

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Patrick Bowman Users supported – The number of users that will utilize the system or software.

V VB.NET – The newest version of Visual Basic. This version is an object-oriented programming language. Part of the Visual Studio package. VBScript Visual Basic Scripting Edition – a scripting language developed by Microsoft and supported by Microsoft's Internet Explorer Web browser. It is similar bur certainly not the same and Visual Basic. Candidates who know one do not necessarily know the other at all. VoIP Voice Over Internet Protocol – Facilities that send and receive digital voice information using Internet Protocol. VPN Virtual Private Network – Private network similar to an intranet that uses public phone lines.

W WAN Wide Area Network – Broadband network that shares common resources in a large geographic area over phone lines or wireless connectivity. WebLogic – BEA WebLogic Platform delivers application infrastructure technology in a single, unified, easy-to-use platform for application development, deployment, and management. Website Administration – Maintaining a website. This can include the static web pages as well as we-based applications. White Box Testing – Often called structural testing. Consists of tests that run for every statement at least once. Test data and scenarios are created from the actual program. Windows Operating System by Microsoft – Various versions are in use. Most current server version is Windows 2003. Most current desktop version is Windows XP. WLAN – Wireless Local Area Network

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XML Extensible Markup Language – It allows designers to create their own customized tags, enabling the definition, transmission, validation, and interpretation of data between applications and between organizations.

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Tech Resources Additional links to information on the Web: • www.infoworld.com • www.computerworld.com • www.ittoolbox.com • www.semcoenterprises.com • www.webopedia.com • http://news.com.com • www.techweb.com • www.cio.com

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• www.whatis.com

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Index clients ...................... 47, 56, 57, 60 clients business ......................... 57 Communication Satellite ............ 32 COMPAQ................................... 69 Compensation ........................... 59 Compliance Officer .................... 58 Computer.. 1, 14, 20, 22, 26, 49, 54, 85, 86, 87, 90, 92, 93 Computer or Software Programmer .......................... 49 courseware .......................... 52, 53 CRM...................... 1, 36, 37, 86, 93

. .ASP .................................... 83, 85

A ActiveX ................................ 83, 85 Alpha ................................... 49, 50 Analysis 43, 46, 47, 48, 52, 72, 85, 88, 91 Apache .................... 30, 83, 85, 89 Applets................................. 83, 89 application development 50, 89, 95 Application support .................... 74 Applications Manager .......... 47, 48 Asynchronous Orbit ................... 33 ATM ..................................... 69, 85 auditing ................................ 66, 76 Auto Tester ................................ 50

D Data capacity............................. 68 Data Mart............................. 68, 87 Data Mining ......................... 68, 87 Data Modeling ........................... 67 data warehouse ....... 25, 67, 68, 91 Data Warehouse Administrator.. 67 Database Defragmenting........... 67 DBA ........................................... 65 Defense Satellite........................ 32 deliverables ............. 48, 59, 62, 70 Dell ............................................ 69 Deployment ............................... 53 Design.. 1, 5, 29, 30, 43, 48, 49, 64, 66, 69, 72, 73, 74, 76, 78, 82, 85, 87, 91 Development ... 1, 29, 43, 49, 71, 76, 82, 87, 90 DHTML .......................... 83, 87, 89 Director of Information Systems 79 Distributors ........................ 31, 39 Documentation .............. 43, 51, 75 Dreamweaver ...................... 83, 87 DSL ............................... 24, 31, 87 DSS ..................................... 68, 87

B backup ..................... 28, 66, 67, 92 Bandwidth............................ 69, 85 Beta ..................................... 49, 50 Bridges ................................ 69, 93 Broadcast Satellite..................... 32 bugs......................... 19, 49, 51, 82 Bugs .......................................... 49 Business Analyst .... 35, 43, 47, 48, 63, 68, 86, 91, 93 business needs.............. 25, 40, 46 business requirements.. 46, 47, 48, 49, 53, 79 Buyers ....................................... 39

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C#.NET................................ 83, 86 C++.................... 27, 28, 83, 86, 89 candidate ................. 60, 61, 62, 63 change release .......................... 54 Cisco.................................... 69, 86 Clarify .................................. 37, 86 Client Relationships ................... 56 client’s needs ................. 47, 53, 60

E e-Business ........................... 38, 39 e-Commerce .................. 38, 39, 40 EDI....................................... 39, 81 EIS....................................... 68, 88

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IT MADE E-Z electronic communication...........81 ELT software..............................68 End-To-End................................50 Enterprise Solutions...................35 ERP....................... 1, 35, 36, 85, 91 Ethernet ...............................69, 88

J JAVA...... 27, 72, 73, 83, 89, 90, 93 JAVAScript..................... 83, 90, 93 Job function and skills ................59 Job Opportunity. 65, 67, 68, 70, 71, 72, 73, 74, 75, 76, 77, 79 job requirement ..........................58

F Fiber Optics................................33 Firewall ................................69, 88 FrontPage ............................83, 88 FTP .......................... 17, 24, 39, 88 functional requirements........46, 48

L Load Runner ..............................50 Low Earth Orbit ..........................33

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Maintenance ............ 43, 54, 72, 77 Microsoft 27, 28, 30, 35, 38, 65, 68, 70, 74, 85, 86, 88, 89, 91, 93, 95 Middleware...........................68, 91 Migration ........................ 69, 78, 91 Mobile ..................................31, 88 MOLAP ................................68, 91 monitoring .... 50, 65, 66, 70, 74, 94 Monitoring ............................69, 92 MS Exchange.......................69, 91 MS Mail ................................69, 91

Geostationary.............................33 Geosynchronous........................33 goals and objectives ..................57 GPS ...........................................33 Groupwise............................69, 88

H Help Desk ............................73, 74 hiring decisions ..........................62 Hiring Manager . 65, 67, 68, 70, 71, 72, 73, 74, 75, 76, 77, 79 hiring manager’s ........................57 HP................ 18, 19, 26, 69, 89, 91 HTML ........... 27, 82, 83, 85, 89, 90 Hub ......................................69, 93

N Navigational Satellite .................32 Network Administrator................78 Network Engineer ......................78 new job requirements...........56, 58 Non-technical Requirements (soft skills) .....................................59

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IBM .. 14, 15, 26, 71, 85, 87, 89, 94 IIS 30, 68, 83, 89 Implementation .............. 43, 51, 89 increase sales ............................57 Indexes ................................67, 89 Information Technology .3, 5, 12, 14, 79 interview process .................59, 60 interviewer..................................62 IT consultants.............................58 IT Job Titles/Skill Sets................63 IT Staffing...................................56

O OLAP ............................. 68, 91, 92 Onyx ....................................37, 38 Oracle .... 35, 36, 37, 38, 65, 91, 92

P PDA .....................................23, 33 PeopleSoft ............... 36, 37, 38, 92 Perl .......................... 30, 83, 92, 93

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Patrick Bowman Polar Orbit ................................. 33 POTS......................................... 31 Producer .................................... 39 programmer ................... 49, 50, 51 Programmer............. 49, 50, 72, 73 Programming ........... 26, 43, 49, 86 programming languages ...... 28, 51 Project Closing .......................... 70 Project Control ........................... 70 Project Execution....................... 70 Project Initiation ......................... 70 project lead ................................ 47 Project Life Cycle................. 43, 44 Project Manager45, 51, 58, 70, 91 Project Planning......................... 70 Project Scope ............................ 48 Protocols........................ 24, 69, 92 PSTN ....... 31, Also See Telephony Networks

Servlets.......................... 30, 83, 89 short term .................................. 57 SiebelSee , See , See , See , See , See SME..................................... 47, 48 Software Developers ................. 49 Software Engineer ..................... 72 Software Engineers ................... 49 staffing model ............................ 58 Staffware ................................... 37 statement of work ...................... 58 storage... 18, 22, 65, 66, 67, 92, 94 Stored Procedures............... 67, 93 Switches ............ 31, 69, 79, 87, 93 System Documentation.............. 51 System/Functional Testing ........ 50 Systems Administrator............... 78 Systems Analyst ............ 47, 48, 49 Systems Engineer................ 72, 78

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T

QACenter............................. 71, 92 Qualify ................................. 58, 60 qualifying the opportunity........... 60 Quality Assurance.......... 43, 50, 71 quantify technical business........ 58

table space .......................... 66, 94 technical candidate .................... 58 technical opportunity............ 58, 59 technical projects ....................... 58 Technical Requirements ............ 59 Technical Sales ......................... 56 Technical Writers ....................... 51 Telecom Engineer...................... 77 Telecommunications Satellite .... 32 Template.............................. 68, 94 Test Engineer ............................ 71 Tester .................................. 50, 71 Tester Developer ....................... 50 Testers....................................... 71 testing ... 49, 50, 54, 64, 66, 71, 72, 92, 95 Testing.. 43, 49, 50, 72, 77, 85, 90, 92, 94, 95 The Database Administrator ...... 65 Token Ring .......................... 69, 94 Trainer ....................................... 76 Training................................ 43, 52 training team ........................ 52, 53 Trigger ................................. 67, 94

R recovery................... 66, 67, 76, 81 Recruiting .................................. 56 Requirements Gathering 43, 44, 46 resume................................. 60, 61 ROLAP ................................ 68, 92 Routers .......................... 69, 79, 93

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SAP ......................... 35, 38, 86, 93 Satellites .............................. 32, 33 Schema Layouts .................. 67, 93 Scientific Satellite....................... 32 SCM........................................ 1, 38 Scripting......................... 67, 93, 95 SDLC ......................................... 43 Security.............. 28, 59, 69, 76, 93 Server ... 16, 17, 19, 27, 30, 67, 68, 85, 86, 87, 89, 90, 93, 94

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IT MADE E-Z Vignette......................................37 VOIP ..........................................31

U UNIX16, 18, 19, 20, 71, 85, 86, 87, 89, 90, 93, 94 upgrade................................46, 66 User capacity .......................68, 94 User Documentation ..................51 User Group ..........................48, 49 User Manager ......................47, 48

W Weather Satellite........................32 WebLogic .............................83, 95 Website Administration ........83, 95 Wholesalers ...............................39 Win Runner ................................50

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value ..........................................57 VB.NET ................................83, 95 VBScript ......................... 83, 93, 95

XML ......................... 27, 71, 83, 95

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