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Math
Ch.12 - Managing Systems Support and Security
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Terms in this set (116)
The systems support and security phase begins when:
a system becomes operational and continues until the system reaches the end of its useful life
- After delivering the system, the IT team focuses on support and maintenance tasks
Throughout the development process, the objective has been to create an information system that is:
efficient, easy to use, and affordable
The four main types of systems maintenance
corrective, adaptive, perfective, and preventive
the six security levels
physical security, network security, application security, file security, user security, and procedural security.
user training
•New employees must be trained on the company's information systems
•IT Department may develop a user training package
•Training users about system changes is similar to initial training
•Objective is to show users how the system can help them perform their jobs
user training package
the package could include online support via email, a special website, a revision to the user guide, a training manual supplement, or formal training sessions.
main objective of user training package
to show users how the system can help them perform their jobs.
help desk (service desk)
A centralized resource staffed by IT professionals that provides users with the support they need to do their jobs.
- Enhance productivity and improve utilization of a company's information resources
- is a central contact point for all IT maintenance activities
- has three main objectives:
1. to show people how to use system resources more effectively
2. to provide answers to technical or operational questions
3. to make users more productive by teaching them how to meet their own information needs.
The help desk is where users:
report system problems, ask for maintenance, or submit new systems requests.
outsourcing issues
Typically, the main reason for outsourcing is cost reduction.
- Offshore call centers can trim expenses and free up valuable human resources for product development.
- However, firms have learned that if tech support quality goes down, customers are likely to notice and might shop elsewhere.
- Critical factors might include phone wait times, support staff performance, and online support tools
The systems support and security phase is an important component of TCO (total cost of ownership) because:
ongoing maintenance expenses can determine the economic life of a system.
operational costs
Expenses that are incurred after a system is implemented and continue while the system is in use.
- Examples include system maintenance, supplies, equipment rental, and annual software license fees.
- are relatively constant
maintenance expenses
Costs that vary significantly during the system's operational life and include spending to support maintenance activities
maintenance activities
Changing programs, procedures, or documentation to ensure correct system performance.
- Adapting the system to changing requirements; and making the system operate more efficiently.
- Those needs are met by corrective, adaptive, perfective, and preventive maintenance.
corrective maintenance
Changes to the system to fix errors.
- diagnose/fix logic errors
- these expenses increase rapidly towards the end of a system's life
•Diagnoses and corrects errors in an operational system
•Respond to errors in various ways, depending on nature
•Worst-case situation is a system failure (often requires a patch, or temporary repairs)
•When the system is operational again, the maintenance team determines the cause, analyzes the problem, and designs a permanent solution
- replace defective networking items
- restore proper configuration settings
- debug program code
- update drivers
- problem diagnosis and resolution
adaptive maintenance
Adds new capability and enhancements to an existing system.
- Adds enhancements to an operational system and makes the system easier to use
- Can be more difficult than new systems development because the enhancements must work within the constraints of an existing system
- need for this usually arises as business env. changes
- requires more IT resources than minor corrective maintenance
- these expenses increase rapidly towards the end of a system's life
- add online capability
- add support for mobile devices
- add new data entry field to input screen
- create employee portal
perfective maintenance
Changes to a system to improve efficiency.
- usually initiated by IT dept.
-Involves changing an operational system to make it more efficient, reliable and maintainable
•Cost-effective during the middle of the system's operational life
•Programs that need a large number of maintenance changes usually are good candidates for reengineering
•The more a program changes, the more likely it is to become inefficient and difficult to maintain
- cost decreases as a system's life ends
- upgrade/replace outdated hardware
- write macros to handle repetitive tasks
- compress system files
- optimize user desktop settings
- upgrade wireless network capability
- install more powerful network server
preventative maintenance
Changes to a system to reduce the possibility of future failure.
- Requires analysis of areas where trouble is likely to occur
- IT department normally initiates
- Often results in increased user satisfaction, decreased downtime, and reduced TCO
- competes for IT resources along with other projects and sometimes does not receive the high priority that it deserves.
- install new antivirus software
- develop standard data backup schedule
- implement regular defragmentation process
- analyze report problems for patterns
- tighten cable connections
- develop user guide covering confidentiality rules
enhancement
A new feature or capability.
software engineering
Uses analytical techniques to identify potential quality and performance improvements in an information system.
- used when performing perfective maintenance
maintenance team
One or more systems analysts and programmers working on product maintenance issues together.
- includes a system administrator and one or more systems analysts and programmers
- system administrator should have solid technical expertise, and experience in troubleshooting and configuring operating systems and hardware.
system administrator (maintenance team)
•Manages computer and network systems
- A person who is responsible for the configuration management and maintenance of an organization's computer networks.
- in most orgs, has primary responsibility for the operation, configuration, and security of one or more systems.
- is responsible for routine maintenance, and usually is authorized to take preventive action to avoid an immediate emergency
systems analysts (maintenance team)
•Investigate and rapidly locate the source of a problem by using analysis and synthesis skills
- Analysis means examining the whole in order to learn about the individual elements, while synthesis involves studying the parts to understand the overall system.
- must have a solid grasp of business operations and functions.
applications programmer (maintenance team)
A person who works on new systems development and maintenance.
systems programmer (maintenance team)
A person who concentrates on operating system software and utilities.
database programmers (maintenance team)
A person who focuses on creating and supporting large-scale database systems
programmer/analyst (maintenance team)
A designation for positions that require a combination of systems analysis and programming skills.
organizational issues with systems maintenance/security
IT managers often divide systems analysts and programmers into two groups: One group performs new system development, and the other group handles maintenance.
- Some organizations use a more flexible approach and assign IT staff members to various projects as they occur.
- Some organizations that have separate maintenance and new systems groups rotate people from one assignment to the other. When analysts learn different skills, the organization is more versatile and people can shift to meet changing business needs.
maintenance requests
•Involve a series of steps
- a system administrator determines whether immediate action is needed and whether the request is under a prescribed cost limit.
- In nonemergency requests that exceed the cost limit, a systems review committee assesses the request and either approves it, with a priority, or rejects it
•All work must be covered by a specific request
•Initial determination
•The systems review committee
•Task completion
User notification
Users submit most requests for corrective and adaptive maintenance when:
the system is not performing properly, or if they want new features
1. initial determination (maintenance requests)
When a user submits a maintenance request, the system administrator makes an initial determination.
- If the request is justifiable and involves a severe problem that requires immediate attention, the system administrator takes action at once.
- In justifiable, but noncritical, situations, the administrator determines whether the request can be performed within a preauthorized cost level.
- If so, he or she assigns the maintenance tasks and monitors the work.
2. the systems review committee (maintenance requests)
When a request exceeds a predetermined cost level or involves a major configuration change, the systems review committee either approves it and assigns a priority, or rejects it.
3. task completion (maintenance requests)
The system administrator usually is responsible for assigning maintenance tasks to individuals or to a maintenance team.
4. user notification (maintenance requests)
•Users who initiate maintenance requests expect a prompt response, especially if the situation directly affects their work
- Even when corrective action cannot occur immediately, users appreciate feedback from the system administrator and should be kept informed of any decisions or actions that could affect them.
establishing priorities
•In many companies, systems review committee separates maintenance requests from new systems development requests
•Some IT managers believe that evaluating all projects together leads to the best possible decisions because maintenance and new development often require similar IT department resources
- advantage of a separate approach is that maintenance is more likely to receive a proportional share of IT department resources.
•Object is to have a procedure that balances new development and necessary maintenance work
configuration management (CM)/change control (CC)
A process for controlling changes in system requirements during the development phases of the SDLC.
- is an important tool for managing system changes and costs after a system becomes operational.
- As enterprise-wide information systems grow more complex, configuration management becomes critical
- Also helps to organize and handle documentation
- Industry standards have emerged, such as the IEEE's Standard 828-2012 for configuration management in systems and software engineering
- is especially important if a system has multiple versions that run in different hardware and software environments.
maintenance releases
A formal release of a new system version that contains a number of changes.
- When a release method is used, a numbering pattern distinguishes the different releases.
- In a typical system, the initial version of the system is 1.0, and the release that includes the first set of maintenance changes is version 1.1.
- A change, for example, from version 1.4 to 1.5 indicates relatively minor enhancements, while whole number changes, such as from version 1.0 to 2.0 or from version 3.4 to 4.0, indicate a significant upgrade
maintenance release methodology
A system of numbered releases used by organizations (especially software vendors) that helps organize maintenance changes and updates.
- offers several advantages, especially if two teams perform maintenance work on the same system.
- all changes are tested together before a new system version is released.
- This approach results in fewer versions, less expense, and less interruption for users.
- also reduces the documentation burden because all changes are coordinated and become effective simultaneously.
- however, new features or upgrades are available less often
- may increase operational costs
service packs
A maintenance release supplied by commercial software suppliers.
- contains all the fixes and enhancements that have been made available since the last program version or service pack.
version control
The process of tracking system releases, or versions
- When a new version of a system is installed, the prior release is archived, or stored.
- Essential part of system documentation
- Many firms use commercial applications to handle version control for complex systems.
archived
The storage of previous version of a system when a new version is installed.
- If a new version causes a system to fail, a company can reinstall the prior version to restore operations
baseline
A formal reference point that measures system characteristics at a specific time.
- Systems analysts use these as yardsticks to document features and performance during the systems development process.
functional baseline
The configuration of the system documented at the beginning of the project.
- It consists of all the necessary system requirements and design constraints.
allocated baseline
Documents the system at the end of the design phase and identifies any changes since the functional baseline.
- includes testing and verification of all system requirements and features.
product baseline
Describes the system at the beginning of operation.
- incorporates any changes made since the allocated baseline and includes the results of performance and acceptance tests for the operational system.
The more complex the system, the more important the task of:
version control
fault management
The timely detection and resolution of operational problems.
- includes monitoring a system for signs of trouble, logging all system failures, diagnosing the problem, and applying corrective action.
- The more complex the system, the more difficult it can be to analyze symptoms and isolate a cause
- The best strategy is to prevent problems by monitoring system performance and workload
many IT managers believe that network delays do more damage than actual stoppages because:
they occur more frequently and are difficult to predict, detect, and prevent.
- Customers expect reliable, fast response 24 hours a day, seven days a week.
benchmark testing
A form of testing used by companies to measure system performance.
- uses a set of standard tests to evaluate system performance and capacity.
metrics
Workload/performance measurements, include the number of lines printed, the number of records accessed, and the number of transactions processed in a given time period.
- Network performance metrics include response time, bandwidth, throughput, and turnaround time, among others.
response time
The overall time between a request for system activity and the delivery of the response.
- In the typical online environment, response time is measured from the instant the user presses the ENTER key or clicks a mouse button until the requested screen display appears or printed output is ready
- is affected by the system design, capabilities, and processing methods.
- If the request involves network or Internet access, response time is affected by data communication factors.
bandwidth
describes the amount of data that the system can transfer in a fixed time period.
- requirements are expressed in bits per second.
- Kbps (kilobits per second)
- Mbps (megabits per second)
- Gbps (gigabits per second)
throughput
A measurement of actual system performance under specific circumstances and is affected by network loads and hardware efficiency
- requirements are expressed in bits per second
- Kbps (kilobits per second)
- Mbps (megabits per second)
- Gbps (gigabits per second)
- limitations can slow system performance and response time.
- That is especially true with graphics-intensive systems and web-based systems that are subject to Internet-related conditions.
turnaround time
A measure applied to centralized batch processing operations, such as customer billing or credit card statement processing.
- measures the time between submitting a request for information and the fulfillment of the request.
- also can be used to measure the quality of IT support or services by measuring the time from a user request for help to the resolution of the problem.
The IT department often measures _____ ______, ________, _________, and __________ _________ to evaluate system performance both before and after changes to the system or business information requirements
response time, bandwidth, throughput, and turnaround time
capacity planning
A process that monitors current activity and performance levels, anticipates future activity, and forecasts the resources needed to provide desired levels of service.
- useful tool is a what-if analysis (excel)
- first step is to develop a current model based on the system's present workload and performance specifications
- Then future demand and user requirements are projected over a one- to three-year time period
- model is analyzed to see what is needed to maintain satisfactory performance and meet requirements.
◦Need detailed information
◦Need an accurate forecast of future business activities (most important)
◦Should develop contingency plans based on input from users and management
what-if analysis
A feature of business support systems that allows analysis to define and account for a wide variety of issues (including issues not completely defined).
- varies one or more elements in a model in order to measure the effect on other elements
- ex. How will response time be affected if more client workstations were added to the network? Will the client/server system be able to handle the growth in sales from the new website?
- Powerful spreadsheet tools can also assist in performing what-if analysis. For example, Microsoft Excel
main objective of capacity planning
to ensure that the system meets all future demands and provides effective support for business operations.
system maintenance tools
Automated tools can provide valuable assistance during the operation and support phases.
- Many CASE tools include system evaluation and maintenance features
- Performance monitors
- Program analyzers
- Interactive debugging analyzers
- Reengineering tools
- Automated documentation capabilities
- forecasting tools
- In addition to CASE tools, you also can use spreadsheet and presentation software to calculate trends, perform what-if analyses, and create attractive charts and graphs to display the results
confidentiality
One of the three main elements of system security: confidentiality, integrity, and availability (CIA).
- protects information from unauthorized discloser and safeguards privacy.
- ex. security breach
availability
One of the three main elements of system security: confidentiality, integrity, and availability (CIA).
- ensures that authorized users have timely and reliable access to necessary information.
- ex. system down
integrity
One of the three main elements of system security: confidentiality, integrity, and availability (CIA).
- prevents unauthorized users from creating, modifying, or deleting information.
- ex. unauthorized access/change, user's operation mistakes
System obsolescence
•The system's maintenance history indicates that adaptive and corrective maintenance are increasing steadily
•Operational costs or execution times are increasing rapidly, and routine perfective maintenance does not reverse or slow the trend
•A software package is available that provides the same or additional services faster, better, and less expensively than the current system
•New technology offers a way to perform the same or additional functions more efficiently
•Maintenance changes or additions are difficult and expensive to perform
•Users request significant new features to support business requirements
risk identification
analyzes the organization's assets, threats, and vulnerabilities.
- List and clarify business assets
threat
In risk management, an internal or external or external entity that could endanger an asset.
risk assessment
Measures the likelihood and impact of risks
- Risk = impact of an attack multiplied by the likelihood of a vulnerability being exploited
- For example, an impact value of 2 and a vulnerability rating of 10 would produce a risk of 20.
risk control
Develops safeguards that reduce the likelihood and impact of risks.
- Avoidance, mitigation, transference, acceptance
vulnerability
A security weakness or soft spot.
exploit
An attack that takes advantage of a system vulnerability, often due to a combination of one or more improperly configured services.
risk avoidance
One of four risk control strategies.
- adds protective safeguards to eliminate the risk.
- For example, to prevent unauthorized access to LAN computers, a secure firewall might be installed.
risk mitigation
One of four risk control strategies.
- reduces the impact of a risk by careful planning and preparation.
- For example, a company can prepare a disaster recovery plan to mitigate the effects of a natural disaster should one occur.
risk transference
One of four risk control strategies.
- risk is shifted to another asset or party, such as an insurance company.
risk acceptance
One of four risk control strategies.
- the risk is accepted and nothing is done.
- Risk is usually accepted only if protection from risk is clearly not worth the expense.
attack
A hostile act that targets an information system, or an organization itself.
- might be launched by a disgruntled employee, or a hacker who is 10,000 miles away
- Attackers break into a system to cause damage, steal information, or gain recognition, among other reasons
cyberterrorist
Attacks to advance political, social, or ideological goals.
- high skills
employee
Uses unauthorized information or privileges to break into computer systems, steal information, or cause damage.
- varied skills
hacker
Uses advanced skills to attack computer systems with malicious intent (black hat) or to expose flaws and improve security (white hat)
- high skills
hacktivist
Attacks to further a social or political cause; often involves shutting down or defacing websites.
- varied skills
script kiddie
Inexperienced or juvenile hacker who uses readily available malicious software to disrupt or damage computer systems, and gain recognition.
- low skills
spy
Non-employee who breaks into computer systems to steal information and sell it.
- high skills
Denial of service or distributed denial of service
One or more computers send a stream of connection requests to disable a Web server.
malicious code
Attacker sends infected email to the target system.
- Attackers may use viruses, worms, Trojan horses, keystroke loggers, spyware, or scripts to destroy data, bog down systems, spy on users, or assume control of infected systems.
man in the middle
The attacker intercepts traffic and poses as the recipient, sending the data to the legitimate recipient but only after reading the traffic or modifying it.
phishing
False DNS (Domain Name Server) information steers the user to the attacker's website.
- Attackers trick users into thinking they are visiting a legitimate site, such as a bank site, then attempt to obtain bank account numbers, usernames, and passwords.
privilege escalation
Employee tricks a computer into raising his or her account to the administrator level.
spoofing
IP address is forged to match a trusted host, and similar content may be displayed to simulate the real site for unlawful purposes.
1. physical security
-First level of security concerns the physical environment
-Physical access to a computer represents an entry point into the system and must be controlled and protected
- Special attention must be paid to critical equipment located in operations centers, where servers, network hardware, and related equipment operate
◦Operations center security
◦Servers and desktop computers
◦Portable computers
- biometric scanning systems
- Physical access must be controlled tightly, and each entrance must be equipped with a suitable security device
- If possible, server and desktop computer cases should be equipped with locks. This simple, but important, precaution might prevent an intruder from modifying the hardware configuration
- Tamper-evident cases should be used where possible. A tamper-evident case is designed to show any attempt to open or unlock the case
- be sure to consider additional security provisions for notebook, laptop, and tablet computers. Because of their small size and high value, these computers are tempting targets for thieves and industrial spies.
2. network security
A network is defined as two or more devices that are connected for the purpose of sending, receiving, and sharing data, which is called network traffic.
- In order to connect to a network, a computer must have a network interface, which is a combination of hardware and software that allows the computer to interact with the network.
- To provide security for network traffic, data can be encrypted, which refers to a process of encoding the data so it cannot be accessed without authorization.
- wireless network security is a vital concern because wireless transmission is much more vulnerable than traffic on a wired network.
- A private network is a dedicated connection, similar to a leased telephone line. Each computer on the private network must have a dedicated interface to the network, and no interface on the network should connect to any point outside the network. In this configuration, unencrypted traffic safely can be transmitted because it is not visible
- Private networks work well with a limited number of computers, but if a company wants to establish secure connections for a larger group, it can create a virtual private network (VPN). A virtual private network (VPN) uses a public network, such as the Internet or a company intranet, to connect remote users securely.
- Once authentication is complete, a secure network connection, called a tunnel, is established between the client and the access point of the local intranet.
What are the 4 types of network security techniques?
- virtual private networks (VPNs)
- disabling unnecessary ports/services
- setting up firewalls
- installing a network intrusion detection system (NIDS)
Virtual Private Network (VPN)
Uses a public network to connect remote users securely.
- Allows a remote client to use a special key exchange that must be authenticated by the VPN.
- Once authentication is complete, a secure network connection, called a tunnel, is established between the client and the access point of the local intranet.
- All traffic is encrypted through the VPN tunnel
ports/services
A port, which is identified by a number, is used to route incoming traffic to the correct application on a computer. In TCP/IP networks, such as the Internet, all traffic received by a computer contains a destination port.
- Port security is critically important because an attacker could use an open port to gain access to the system.
- A service is an application that monitors, or listens on, a particular port. For example, a typical email application listens on port 25.
- Services play an important role in computer security, and they can be affected by port scans and denial of service attacks.
firewall
The main line of defense between a local network, or intranet, and the Internet.
- must have at least one network interface with the Internet, and at least one network interface with a local network or intranet.
- examines all network traffic sent to and from each network interface.
- Preset rules establish certain conditions that determine whether the firewall will allow the traffic to pass. When a matching rule is found, the firewall automatically accepts, rejects, or drops the traffic.
network intrusion detection system (NIDS)
Software that monitors network traffic to detect attempted intrusions or suspicious network traffic patterns, and sends alerts to network administrators.
- Can be helpful in documenting the efforts of attackers and analyzing network performance.
application security
◦Services
◦Hardening
◦Application Permissions
◦Input validation
◦Patches and Updates
◦Software logs
- In addition to securing the computer room and shielding network traffic, it is necessary to protect all server-based applications. To do so, the analyst must analyze the application's functions, identify possible security concerns, and carefully study all available documentation
Which services are running can be determined by using a:
port scan utility
hardening
Making a system more secure by removing unnecessary accounts, services, and features.
- is necessary because the default configuration of some software packages might create vulnerability.
application permissions
Typically, an application is configured to be run only by users who have specific rights.
- For example, an administrator account, or superuser account, allows essentially unrestricted access.
- Other users might be allowed to enter data but not to modify or delete existing data.
- To prevent unauthorized or destructive changes, the application should be configured so that non-privileged users can access the program but cannot make changes to built-in functions or configurations.
input validation
when designing the user interface, input validation can safeguard data integrity and security
- Failure to validate input data can result in output errors, increased maintenance expense, and erratic system behavior.
software logs
Operating systems and applications typically maintain a log that documents all events, including dates, times, and other specific information.
- Logs can be important in understanding past attacks and preventing future intrusions.
- For example, a pattern of login errors might reveal the details of an intrusion attempt.
- A log can also include system error messages, login histories, file manipulation, and other information that could help track down unauthorized use
file security
Computer configuration settings, users' personal information, and other sensitive data are stored in files.
- The safety and protection of these files is a vital element in any computer security program, and a systems analyst needs to consider the importance of encryption, or encoding files to make them unreadable by unauthorized users, and permissions
- encryption
- file permissions
- user groups
file permissions
File security is based on establishing a set of permissions, which describe the rights a user has to a particular file or directory on a server. The most common permissions are read, write, and execute.
- Read a file: The user can read the contents of the file.
- Write a file: The user can change the contents of the file.
- Execute a file: The user can run the file, if it is a program.
- Read a directory: The user can list the contents of the directory.
- Write a directory: The user can add and remove files in the directory.
- use principle of least privilege
user security
Privilege escalation attack
Identity management
Password protection
Social engineering
User Resistance
New Technologies
identity management
Controls and procedures necessary to identify legitimate users and system components.
social engineering
An intruder uses social interaction to gain access to a computer system.
- For example, the intruder might pretend to be a new employee, an outside technician, or a journalist.
- Through a series of questions, the intruder tries to obtain the information that he or she needs to compromise the system.
procedural/operational security
Concerned with managerial policies and controls that ensure secure operations.
- defines how particular tasks are to be performed, from large-scale data backups to everyday tasks, such as storing emails or forms.
- Other procedures might spell out how to update firewall software or how security personnel should treat suspected attackers.
◦Users must log out
◦Dumpster diving attacks
◦Paper shredders
◦Need-to-know concept
- also includes safeguarding certain procedures that would be valuable to an attacker.
- The most common approach is a need-to-know concept, where access is limited to employees who need the information to perform security-related tasks
- must be supported by upper management and fully explained to all employees.
dumpster diving attack
Raiding desks or trash bins for valuable information.
backup media
Data storage options, including tape, hard drives, optical storage, and online storage.
- Rotation schedule
- Cloud-based storage
full backup
A complete backup of every file on the system.
- slowest and requires the most storage space
- rapid recovery, all files stored in single step
differential backup
A backup that includes only the files that have changed since the last full backup.
- To restore the data to its original state, the last full backup is restored first, and then the last differential backup is restored
- faster than full backup
- data cab be restored by using last full backup and last differential backup
incremental backup
Saving a copy of only the files that have changed since the last full backup.
- only backs up files that are new or changes since the last backup OF ANY KIND
- fastest method
- only includes recent files that never have been backed up by any method
continuous backup
A real-time streaming backup method that records all system activity as it occurs.
- very expensive
- This method requires hardware, software, and substantial network capacity.
- However, system restoration is rapid and effective because data is being captured in real time
business continuity plan (BCP)
A plan that defines how critical business functions can continue in the event of a major disruption.
hot site
A separate IT location, which might be in another state or even another country, that can support critical business systems in the event of a power outage, system crash, or physical catastrophe.
- sometimes included in business continuity plans (BCPs)
- required data replication
data replication
In normal operating conditions, any transaction that occurs on the primary system must automatically propagate to the hot site.
- If the primary system becomes unavailable, the hot site will have the latest data and can function seamlessly, with no downtime.
future trends and predictions
- The financial impact of cybercrime will grow at a compound rate of 10 percent per year
- Mobile application development using smartphones and tablets will outnumber PC-based software by a four-to-one ratio
- The prices for most cloud services will include a global energy surcharge
- One of every two e-mail users will rely primarily on a browser, tablet or mobile client, instead of a desktop client
- Half of all companies will make proof of independent security testing a precondition for using any type of cloud service
- Twenty percent of Asia-sourced hardware consumed in the U.S. will shift to the Americas
Strategic Planning for IT Professionals
- globalization
- tech integration
- cloud computing
- the workplace: critical thinking, creativity, adaptability
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