IT Manager's Handbook: Getting Your New Job Done (81 page)

project costs,
131

vendor evaluation matrix,
178

Hardware configurations, IT issues,
200

Hardware maintenance

basic considerations,
172–173

T&M contracts,
172–173

warranties,
173

HDI,
See
Help Desk Institute (HDI)

Health Information Technology for Economic and Clinical Health (HITECH) Act,
229

Health Insurance Portability and Accountability Act (HIPAA),
155
,
210–211
,
226
,
228–229

HealthSouth,
226
,
227

Help Desk

access,
277

call tracking software,
278–279

desktop management,
280

e-mail management,
154

employee training,
41

escalating calls,
276–277

information sharing with users,
267

knowledge base,
279

outsourcing,
184

overview,
275–282

procedures,
276–277

remote control,
279–280

self-service,
277–278

social engineering,
225–226

staffing,
281–282

tools,
278–280

typical activities,
276

user satisfaction surveys,
267
,
280

VM uses,
140

workload measurement,
281

Help Desk Institute (HDI),
278–279

HIPAA,
See
Health Insurance Portability and Accountability Act (HIPAA)

Hiring

basic considerations,
65–74

candidate selection

ability to learn,
94

background checks,
97

business-related degrees,
96

certification value,
94–95

common mistakes,
98–99

education,
95–97

education’s direct value,
96

education’s indirect value,
96

hard sciences-related degree,
97

high-volume response,
85

interview guidelines,
86

level of interview,
84

list narrowing,
84–86

multiple interviewers,
88–89

multiple perspectives,
89
b

non-technical questions,
87–88

off-limits questions,
88

overqualified candidates,
85–86

professional references,
97–98

profile/personality tests,
90
b

question preparation,
87–88

rank criteria,
93–94

reference checks,
97–98

remote interviews,
91–92

requirements flexibility,
93–94

résumé reviews,
83–84

salary range,
99–101

similar experience,
92–93

skill set,
92

soft sciences-related degrees,
97

technical courses,
97

technical interviews,
89–93

telephone screening,
84

30 qualified candidates,
85

consultant pros and cons,
72
t

Four C’s,
69
b

full-time
vs.
consultants,
70–74

full-time employee pros and cons,
73
t

full-time employees, reluctance,
74
b

help with,
66–67

HR role,
66–67

internal
vs.
external hires,
68–70

internal and external referrals,
68

internal hire pros and cons,
69
t

justification,
67–68
,
68
b

position description

advertising options,
77–79

basic considerations,
74–79

vs.
contracts,
75

example,
76
f

general requirements,
75–77

recruiters

basic considerations,
79–82

current usefulness,
81
b

multiple recruiters,
82

pros and cons,
80
t

selection,
81–82

technical abilities,
82

timing considerations,
71–74

HITECH,
See
Health Information Technology for Economic and Clinical Health (HITECH) Act

Home use licenses,
146

HR,
See
Human Resources (HR)

HRIS,
See
Human Resources Information Systems (HRIS)

Human Resources (HR)

BYO policies,
273

capital expenditures
vs.
operating expense,
167

connectivity and attention issues,
301

disciplinary problems,
54
,
55

e-mail archiving,
155

employee performance reviews,
43–44

first 100 day issues,
25–26

full-time
vs.
consultants,
70

high-volume applicant response,
85

hiring role,
66–67

multigenerational workforce issues,
61

multiple interviewers,
88

negative performance reviews,
50

nontechnical employee training,
42

policy documentation,
235

professional reference checks,
98

project stakeholders,
109

recruiter pros and cons,
81

recruiter selection,
81

salary review,
53

telework programs,
38

Human Resources Information Systems (HRIS),
148–149
,
185

I

IaaS,
See
Infrastructure as a Service (IaaS)

IBM cloud computing,
148

IdeaScale.com, as connectedness technology,
289

Identity management,
220

IDS,
See
Intrusion Detection System (IDS)

IIHI,
See
Individually-Identifiable Health Information (IIHI)

IM,
See
Instant Messaging (IM)

Incident response

definition,
260

disaster recovery,
260–261

security defenses,
223–224

Indeed.com,
77

Indirect funding sources, project stakeholders,
109

Individually-Identifiable Health Information (IIHI),
229

Industry experience, job requirement flexibility,
94

Information collection

Help Desk,
275

methods,
267–268

Information retention, compliance,
242

Information sharing

methods,
267

with users,
266–267

Information Systems Audit and Control Association,
239

Infrastructure as a Service (IaaS),
149
,
151

Infrastructure documentation

technical environment,
189–190

value,
195–196

In-house catering, intranet uses,
294–295

In-house classes, user training,
270

Innovation, performance reviews,
45

Instant Messaging (IM)

as connectedness technology,
289

connectivity issues,
290
t

IT for business value,
180

mobile user support,
274

as proactive solution,
269

remote interviews,
91

telework programs,
38

Integrity, CIA model,
208

Interaction with others, employee performance reviews,
46

Interdependencies, project management,
109–110

Internal controls, security assessment,
210–211

Internal employees, project planning,
113–114

Internal hires

vs.
external,
68–70

pros and cons,
69
t

Internal posting, PD,
77

Internal referrals, as hiring starting point,
68

Internal resources, cost considerations,
115

Internal use software licenses,
146

International Convergence of Capital Measurement and Capital Standards,
See
Basel II