Supporting End Users

	Xephon Report 122 pages Release date September 2000
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Help Desks have often been treated as the poor relation of mainstream IT. Offering what is often regarded as an ancillary function, with no overall contribution to the company's 'bottom-line', their very significant role in keeping the organization up and running is often severely under-estimated.

The real problem is measuring the effectiveness of the Help Desk, as metrics are in short supply. That's where we come in. In June 1997 and July 2000, Xephon conducted research among senior IT professionals, looking at the structure and staffing of their Help Desks, the tools they use, and the way they evaluate their own effectiveness. This year's survey involved 140 enterprises worldwide, drawn from a broad cross-section of industry sectors.

The result of that research is the IBEX Help Desk Survey 2000, published exclusively in this new Report, and offering a unique benchmark for user support managers.

Also in this Report are nine in-depth papers considering key management and technical issues for today's Help Desk manager.

Contents

1	IBEX Help Desk Survey 2000 Staffing the Help Desk Salaries Use of contractors Help Desk performance Customer satisfaction Service level agreements Technology and tools Outsourcing options Impact of the Internet and e-mail Cost implications
2	Strategic trends in user support management Support evolution The cost of support The upside-down help desk The rise of the Call Centre The outsourcing question Supporting the new business Get into production management Support structure User management
3	Support issues for PDAs and mobile devices in the large enterprise The market leaders Enabling technologies ï wireless access ï hardware devices ï operating systems PDA applications app support for PDAs and mobiles Other PDA user support issues Future developments
4	Enterprise Linux support issues Office suites Look and feel: the desktop environment General support issues ï system administration ï distribution ï hardware support ï interoperability and coexistence ï installation problems ï code modification ï licensing Direct end-user support issues ï stability ï documentation ï viruses and security External support ï third parties ï the Linux community Creating a support team

5	Windows 2000 client strategies Deploying Windows 2000 Professional Group policy planning and implementation guidelines Refreshing group policy Delegating administration of GPO Setting up a remote installation server RIS services Managing software using group policy Windows Installer using WinINSTALL LE Administrative templates Strategies for mobile and roaming users
6	Single sign-on: yesterday's technology? SSO in action Security consideraitons Interfacing issues Updating SSO Tomorrow's SSO
7	Enterprise single sign-on: definitions and approaches A standard definition? Approaches to single sign-on ï single point of user registration ï same user name and password ï same security mechanisms - Kerberos/DCE/PKI How to determine if a product give single sign-on
8	Integrating 3270 applications into distributed object architectures Components meet n-tier client/server architectures Requirements for integrating legacy mainframe applications Java 3270 Screen Bean Preserving the benefits of the 3-tier client/server model Exploitation of Web browser/server security features
9	Auditing the security of open systems Securing open systems Facets of networked open systems security Tools for securing networked open systems Selecting tools for securing networked open systems Security policies and monitoring Finding events in a mass of security logs Cross-platform security auditing
10	Future directions for the help desk Internal and external clients The corporate business model Workflow and the help desk Human resources management Event recognition Decision support Feedback mechanisms Application provision Corporate versus external computing resources Systems management

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