Preface vii 1 Introduction 1 1.1 Evolution of ComputerI 1.2 Computer Basics 3 1.3 Network and Internet 5 1.4 Computing Resources 7 1.5 Information Technology 23 1.6 IT Infrastructure Management 25 1.7 Organisation of the Book26 Review Questions 16 2IT Infrastructure 18 2.1 Introduction-IT Infrastructure Management 18 2.2 Challenges in IT Infrastructure Management 19 2.3 Design Issues of IT Organisations and IT Infrastructure 20 2.4 Determining Customers' Requirements 22 2.5 IT Systems Management Process 22 2.6 IT Service Management Process 24 2.7 Information System Design Process 27 2.8 Patterns for IT Systems Management 32 2.9 IT Infrastructure Library 33 Review Questions 36 3 Service Delivery Process 38 3.1 Service Level Management 38 3.2 Financial Management 44 3.3 IT Service Continuity Management 50 3.4 Capacity Management 56 3.5 Availability Management 60 Review Questions 67 4 Service Support Process 70 4.1 Configuration Management 70 4.2 Incident Management 75 4.3 Problem Management 80 4.4 Change Management 86 4.5 Release Management 92 Review Questions 96 5Storage Management 98 5.1 Introduction to Storage 98 5.2 Backup and Storage 103 5.3 Archive and Retrieve105 5.4 Disaster Recovery106 5.5 Space Management 108 5.6 Database and Application Protection 110 5.7 Bare Machine Recovery (BMR)111 5.8 Data Retention112 Review Questions113 6 Security Management 114 6.1 Introduction114 6.2 Computer Security117 6.3 Internet Security125 6.4 Physical Security131 6.5 Identity Management 133 6.6 Access Control System 135 6.7 Intrusion Detection142 Review Questions 144 7 IT Ethics 146 7.1 Introduction146 7.2 Intellectual Property 147 7.3 Privacy and Law149 7.4 Computer Forensics153 7.5 Ethics and Internet156 7.6 Cyber Crimes159 Review Questions 163 8Emerging Trends in IT 165 8.1 Introduction165 8.2 E-commerce165 8.3 Electronic Data Interchange170 8.4 Global System for Mobile Communication (GSM)172 8.5 Bluetooth176 8.6 Infrared Technology179 Review Questions 183 9Case Study I84 9.1 Case Study of Asset Network Incorporation 184 Bibliography 191 Index 192