Archive for the ‘Managed Services Provider’ Category

When things don’t work out…

Yesterday, I got a call from a potential Client that was getting ready to part company (nice way of saying terminating) an in-house IT person (and the only IT person).   I do not know the circumstances, only that the manager was deeply concerned about what the IT person could/would do after the termination.  Here are a few guidelines I suggested…

• Secure the physical environment – do not let the IT person on or near the computer system.  Clean out their personal items for them (physical and electronic).
• Secure the electronic environment – disconnect the internal system from the Internet.  This prevents any unauthorized access from outside.
• Re-establish all security credentials.  This means ALL passwords.  To perform this task the original passwords are needed – this leads to the next and most challenging part.
• Knowledge capture – get the critical system information.  This will need to be part of the separation process (a proper network environment has this information documented – most networks do not).  Here is a list of some of the critical items.  The list is by no means complete, but is the basis of re-establishing control over the IT environment.
  • ISP Account Info
  • Firewall / router passwords
  • Administrator passwords
  • User account List / passwords
  • Email Account List / passwords
  • Email Service Settings & Mgmt
  • Domain Name Host & Mgmt
  • Website Host & Mgmt
  • Server Documentation & Media
  • Printer & Copier Documentation & Media
  • Copier Password
  • 3rd Party Vendor Contacts (all vendors will need to be informed)
    • Software
    • Copiers & Printers
    • ISP
    • Phone System
• LAN IP Scheme & Static List
• Managed Switch Overview
• Wireless – Security codes

This is typically an unpleasant event for all involved.  Proper transition of the IT assets and responsibilities to the next person or organization is in the best interest of everyone.

How to manage computer use in a small business…

It is becoming increasingly important to effectively manage technology assets in a small business.  Over the last couple of decades, computer based technologies have become the backbone of many businesses.  They provide the foundation for employees to manage and deliver products and services.  As time goes on these systems become more and more mission critical to the organization and managing them and the people that use them improves the reliability of the systems and the efficiency of their users.  As the technology platforms have developed, they taken on many roles.  This is a good thing when it comes to being able to expand business processes and applications; however, there is another side.  The computers that are used in business today are the same types of computers that users use for their personal computing. Their use in the company can easily blend business and personal use.  There are many concerns the small business has with business computers being used for personal use.  The most obvious is that people spending company time on personal computing wastes company assets, the Internet and social media outlets are easy distractions form the company mission.  Another area of concern is system disruptions, a user who takes it upon themselves to install a program or system modification for personal needs can unintentionally disrupt the integrity of the system both for themselves and others (we see these issues on our Help Desk way too often).   Lastly, popular personal use Internet sites are notorious for the spread of viruses, malware, spyware and a host of other security concerns.  In today’s Internet based world, security is at the forefront of the business Internet concerns, having users with unrestricted, unmanaged Internet create risks that are unacceptable.

What to do…

Create a computer use policy:  Describe in easy to understand terms what is acceptable and unacceptable use of company technology assets.  A good computer use policy should mirror company values and culture.  Make this a fundamental part of the company policy manual and adhere to it.

Implement the basic security technologies:  Implement a solid endpoint security strategy (what used to be called anti-virus software – this term no longer covers all the facets that need to be protected).  A standard strategy covers the gateway (the connection of the company network to the Internet), the computers, notebooks and servers, and last but not least, email (this should cover SPAM too).  In addition to endpoint security, backup all critical systems and data.  Lastly, maintain the latest security updates for core operating systems and software.

Monitor Internet Use:  This has historically been a sensitive issue for many small businesses, no one wants to play big brother.  With the growing uses of computers and the Internet and the continued increase in dependence of technology and Internet connectivity, un-monitored and un-managed Internet connections are no longer tolerable in companies of any size.  Monitoring and managing Internet usage reduces system disruptions and increases system performance and user efficiencies.

There are more elaborate methods, tools, and techniques to manage computer use in a small business, however, this is the base that all companies, not matter how small, can start with to increase the reliability, predictability, and efficiency of their computer systems.

Here are the tools we use and recommend to our Clients…

Endpoint Security – Vipre
Internet Security Appliance – Fortinet
Email Security / SPAM – Google Postini
Internet Monitoring Appliance – Cymphonix

Industry Recognition

PC Network Services has been named to the MSPmentor 100, a list of the top 100 technology consulting firms worldwide.   Only two Pennsylvania firms have landed on this distinguished list, one in Pittsburgh and one in Philadelphia.

 What is MSPmentor? 

MSPmentor (www.mspmentor.net) is an online publication for managed service providers like PC Network Services.   Managed service providers deliver technology solutions to customers for a flat fee.

What is the MSPmentor 100?

The MSPmentor 100 is a ranking of the top providers of managed services.  Rankings are based on providers’ ability to improve their customer service and to improve their customers’ IT infrastructure to a degree which speeds the flow of business.  The complete MSPmentor100 report can be found at www.mspmentor.net.

How did we improve our customers’ IT infrastructure and get recognized on this list?