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2010 Survey Results
IT SERVICES 2010 Client Satisfaction Survey March, 2010 Acknowledgements The Stanford IT Services Client Satisfaction Team consisted of the following: Jan Cicero, Client Support Alvin Chew, Communication Services Liz Goesseringer, Business Services Tom Goodrich, Client Support Jim Knox, Facilitator, Client Support Phil Reese, Research Computing Nancy Ware, Strategic Planning Bryan Wear, Computing Services Brian McDonald, MOR Associates Chris Paquette, MOR Associates Alexis Bywater, MOR Associates MOR Associates, an external consulting firm, acted as project manager for this effort, analyzing the data and preparing this report. MOR Associates specializes in continuous improvement, strategic thinking and leadership development. MOR Associates has conducted a number of large-scale satisfaction surveys for IT organizations in higher education, including MIT, Northeastern University, the University of Chicago, and others. MOR Associates, Inc. 462 Main Street, Suite 300 Watertown, MA 02472 tel: 617.924.4501 fax: 617.924.8070 morassociates.com Brian McDonald, President [email protected] Contents Introduction. a1 Methodology . a2 Overview.of.the.Results . 1 Reading.the.Charts. 25 Customer.Service.and.Service.Attributes. 29 Research.Computing.and.IT.Services.Priorities. .33 General.Support. .41 Data.Storage.Services .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ..51 Email.and.Webmail. 59 Calendaring. 63 Network.Services. 67 Telecommunications.Services. 73 Remote.Access . 83 Mobile.Devices . 87 Software. .89 Security. 93 Web.Services. 99 Appendix.A:.The.Full.Text.of.Written.Comments. .A-1 Appendix.B:.The.Survey.Instrument. B-. 1 Appendix.C:.Other.Observations . .C-1 Stanford Information Technology Services 2010 Client Survey • Introduction | a1 Introduction This report provides a summary of the purposes, the methodology and the results of the client satisfaction survey sponsored by Stanford Information Technology Services in March, 2010. -
Calendar Quick Start Using Outlook Web Application (OWA) 1 Signing
Calendar Quick Start using Outlook Web Application (OWA) Signing In • Point your browser to: email.fhda.edu 1 • Select either private or public computer. If you are the only person who has access to the computer it is private. With the private version, the system will allow a longer period of inactivity before signing you out. • Leave the box next to “User light version…” unchecked unless you are visually impaired or are using a very old version of your browser. • Enter you 8-digit Campus Wide ID (CWID) and the password you use to sign into MyPortal. Some basics: 1. E-mail and calendar are completely integrated. A meeting invitation will generate an e- mail that appears in your inbox and displays on your calendar. 2. Right clicking (Control click on a Mac) will often display a menu that contains the action you are looking for. 3. Moving your mouse over an icon will display the icon’s function. 4. Icons without a down-arrow next to them do only one thing. There is no drop-down menu. 5. Clicking on an icon or title can produce something different than when you click on the down arrow next to it. For example clicking on New in the menu bar will bring up the form to create a new e-mail. However clicking on the down arrow to its right will display a list of options. 6. Arrows pointing to the right are used to expand and collapse lists. In the example to the right, the solid arrow shows that Ann Beebe’s list of files is expanded, but the Inbox folder is collapsed. -
The Application Usage and Risk Report an Analysis of End User Application Trends in the Enterprise
The Application Usage and Risk Report An Analysis of End User Application Trends in the Enterprise 8th Edition, December 2011 Palo Alto Networks 3300 Olcott Street Santa Clara, CA 94089 www.paloaltonetworks.com Table of Contents Executive Summary ........................................................................................................ 3 Demographics ............................................................................................................................................. 4 Social Networking Use Becomes More Active ................................................................ 5 Facebook Applications Bandwidth Consumption Triples .......................................................................... 5 Twitter Bandwidth Consumption Increases 7-Fold ................................................................................... 6 Some Perspective On Bandwidth Consumption .................................................................................... 7 Managing the Risks .................................................................................................................................... 7 Browser-based Filesharing: Work vs. Entertainment .................................................... 8 Infrastructure- or Productivity-Oriented Browser-based Filesharing ..................................................... 9 Entertainment Oriented Browser-based Filesharing .............................................................................. 10 Comparing Frequency and Volume of Use -
Installation Guide Meeting Maker
Enterprise Scheduling & Calendaring Meeting Maker Installation Guide 010-MAN-0560 Copyright © 1999 by ON Technology Corporation. All rights reserved worldwide. Second Printing: June 1999 Information in this document is subject to change without notice and does not represent a commitment on the part of ON Technology. The software described in this document is furnished under a license agreement and may be used only in accordance with that agreement. This document has been provided pursuant to an agreement containing restrictions on its use. This document is also protected by federal copyright law. No part of this document may be reproduced or distributed, transcribed, stored in a retrieval system, translated into any spoken or computer language or transmitted in any form or by any means whatsoever without the prior written consent of: ON Technology Corporation One Cambridge Center Cambridge, MA 02142 USA Telephone: (617) 374 1400 Fax: (617) 374 1433 ON Technology makes no warranty, representation or promise not expressly set forth in this agreement. ON Technology disclaims and excludes any and all implied warranties of merchantability, title, or fitness for a particular purpose. ON Technology does not warrant that the software or documentation will satisfy your requirements or that the software and documentation are without defect or error or that the operation of the software will be uninterrupted. LIMITATION OF LIABILITY: ON Technology's aggregate liability, as well as that of the authors of programs sold by ON Technology, arising from or relating to this agreement or the software or documentation is limited to the total of all payments made by or for you for the license. -
Email and Calendaring in Focus - Discussion Notes
Email and Calendaring in Focus - Discussion Notes Things that are NOT working today: No integration between email and calendar No institutional contact list Contact lists is not shared between web and fat sundial client Multiple calendaring solutions in a particular department.need to use all to get meetings setup Syncing issues User base rejecting central offerings Size of the text changes without reason. Makes it difficult to send something that you think we will see. Find this with external more than email. Webmail and Eudora client versus looking at home. Get rid of spam, go home, and it’s all there again. They reverted back to old webmail version and I lost everything. Webmail the weakest point. I find Cyrus pretty good. Server-side mail features pretty good. Mail can be filtered into folders, don’t have to duplicate into folders, but haven’t rolled out campus-wide. This is an absolute essential, that’s client independent (device and software). Automatic contact lists. Should be able to go to like a division and have their emails loaded into your contacts. And be notified that people left Stanford. It affects the length of my contact list. Ex.: Peoplesoft indicates that they are gone and no longer at this email. Should interface with PeopleSoft. We recognize the corporations don’t have to standardize; they support choice. We work with administrative guidance stuff. Per the admin guide and request of president’s office. Permission has to go through president’s office. And on a personal note: auditing on calendar for date and time stamp, when I create something. -
Information Technology 2000-2001 Activities Report
Virginia Tech Vice President for Information Technology Annual Report 2000 - 2001 Information Technology & Services for Higher Education Virginia Polytechnic Institute and State University Mission ............................................................................................................................... 1 Goals................................................................................................................................... 1 Structure............................................................................................................................. 1 Financial Summary ........................................................................................................... 2 Highlighted IT Individuals ................................................................................................ 3 Information Systems and Computing ........................................... 8 Information Systems & Computing (ISC) is Comprised of the Following Operational Areas:.................................................................................................................................. 9 Overview:......................................................................................................................... 9 Direct Services to Individuals: Students, faculty, Staff, and Friends of the University 10 Electronic Services........................................................................................................ 10 Direct Support of Information Technology Services.................................................. -
Interaction® for Microsoft® Outlook®
Current, aware, consistent InterAction® gives you seamless access to customer details from Microsoft® Outlook® e-mail, calendar and contacts. InterAction® for Microsoft® Outlook® Secure more business for your firm, strengthen personal relationships with your clients and manage clients consistently across all touchpoints. InterAction for Microsoft Outlook provides direct access to key customer details such as, contact information, mutual connections, dealings with firm colleagues, upcoming meetings and personal notes. All while you’re inside Microsoft Outlook e-mail, calendars and contact lists. InterAction for Microsoft Outlook Leverage relationships to win new business InterAction reveals firm relationships with clients of interest to you. If no direct relationship exists, InterAction will uncover intermediary contacts that might have a relationship with the selected prospect —say another firm contact that used to work with the prospect, or someone who sits on the same charitable board with the prospect. By revealing strategic relationships automatically and instantaneously, InterAction removes one of the most frustrating barriers a professional has to leveraging the firm’s internal network to win new business. “This will make a huge difference and it’s integrated Eliminate missed opportunities with my daily system, so I don’t lose what I’m working on.” Now more than ever it is critical to remain strongly engaged with clients and prospects, and personal relationships often make the difference between winning and losing. InterAction helps eliminate missed opportunities by revealing the strategic relationships that can make the difference between success and failure. Ensure proper client management Client relationship management with InterAction provides you with a global snapshot of all firm interactions that are taking place with the individual clients and contacts, which is especially important when multiple people within your firm interact with the same client. -
Draft ODIN Delivery Order Requirements ***Master***
CONTRACT NNL07AA69D (Contract) The following information has been determined to be exempt from disclosure and has been deleted from the contract: • Pages 2&3 of 181: Computer Seat RTS Charge per seat • Page 5 of 181: Asset Transition Charge • Page 30&31 of 181: Quantities/Rates under Virtual Team Meeting (VTM) Seat Clarifications • Page 96 of 181: The Profit Rate • Pages 98&99 of 181: Labor Hour Burdened Rates • Page 101 of 181: Rates in Section 16 • Page 138 of 181: Computer Seat Prices • Page 142 of 181: Rate in 66d • Page 148 of 181: Commercial Telephone Service Costs The deleted material is exempt from disclosure under 14 C.F.R. 1206.300(b)(4) which covers trade secrets and commercial or financial information obtained from a person and privileged and confidential information. It has been held that commercial or financial material is “confidential” for purposes of this exemption if its disclosure would be likely to have either of the following effects: (1) impair the Government’s ability to obtain necessary information in the future; or (2) cause substantial harm to the competitive position of the person from whom the information was obtained, National Parks and Conservation v. Morton, 498 F2.d 765 (D.C. Cir. 1974). 02/02/2002 21:05 3013522620 LMIT ENTERPRISE SOL PAGE SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1. REQUISITIONNUMBER P4GE PAoGE(S) See Block 25 Below. 1 182 OFFEROR TO COMPLETE BLOCKS 12, 17 23. 24, & 30 2. M~~lerCONTRACT NO. 3 AWARD/EFFECTIVECATE 4 ORDERNUMBER ! 6 SOLICITIITIONNO. S SOLICITATIONISSUE DATE NASS-98145 A riJ 1,2007 NNL07AA69D CODE ARMD DO3 December 18, 2006 7 FOR SOLICrrATION J NIIM~ b. -
Meeting Maker Best Practices
Meeting Maker Best Practices Chris Johnson Technical Support Specialist Agenda Meeting Maker Best Practices • Solutions for Common Challenges • The Best Source for Help • How to Change the Look and Feel • Creating Activities • Managing Invitees and Proxies • Questions Solutions for Common Challenges Challenge: • “I can’t see my most up-to-date calendar when I use Meeting Maker from off campus.” • Log into VPN before starting Meeting Solution: Maker, this creates a secure connection • Use the MM Web client at https://meetingmaker.northwestern.edu/ mmwebclient/ Solutions for Common Challenges • “Why am I experiencing… Challenge: – inability to print my calendar and events correctly?” – a reset of the format changes I’ve made?” – regular crashes of the program?” – timeouts with the Web client?” Solution: • The Meeting Maker vendor released a fix for many of these bugs, version 8.5.3b171 • Available on the NUIT Web site http://www.it.northwestern.edu/software/ staff/dept/meetingmaker/ Solutions for Common Challenges Challenge: • “This version seems to open and close more slowly than the previous version.” • Your patience is required on this one! Solution: • The Meeting Maker vendor is aware of the issue and tells NUIT that every new version of MM will indeed be slower than you are used to Agenda Meeting Maker Best Practices • Solutions for Common Challenges • The Best Source for Help • How to Change the Look and Feel • Creating Activities • Managing Invitees and Proxies • Questions Get Familiar with Meeting Maker Help Provides step-by-step -
Ecommunicator
N O R T H W E S T E R N U N I V E R S I T Y I N F O R M A T I O N T E C H N O L O G Y WINTER 2 0 0 5 N O. 1 ecommunicaFor staff interested in using technology that impactstor their work environment. Behind the Scenes: Bringing University Administrative Systems to Life! Have you ever watched the credits roll at the end of a movie? It’s amazing to see how many people it takes to create a blockbuster production. Everyone on the film crew has different jobs, working “behind the scenes” for the same goal . to bring the project to life! Minus the Hollywood glitz, Northwestern’s Information Technology Management Systems (ITMS) team works in much the same way—behind the scenes every day to keep essential University administrative systems running smoothly. If your job involves accessing functions such as payroll, job tracking, registration, or student accounts, or you have enjoyed the convenience of being able to update your directory information, view your paycheck, or review your benefits online, then you are being supported by Management Systems. “We think of ourselves as part of a much larger team within Northwestern,” said Betty Brugger, director of Management Systems. “Collaboration with other departments is essential. The varied talents, skills and interests of those we partner with help us to achieve optimal results.” Major Blockbuster Releases Management Systems’ primary customers are central administrative offices and administrative units of schools and divisions. Among the major initiatives Management Systems has helped develop and maintain for the University are the Human Resources Information System (HRIS), Electronic Time Entry System (ETES), and Student Enterprise System (SES). -
Text-Based Organizer I
CALCURSE - text-based organizer i CALCURSE - text-based organizer CALCURSE - text-based organizer ii REVISION HISTORY NUMBER DATE DESCRIPTION NAME CALCURSE - text-based organizer iii Contents 1 Introduction 1 2 Overview 1 2.1 Creation history....................................................1 2.2 Important features...................................................1 3 Installation 1 3.1 Requirements.....................................................1 3.1.1 ncurses library................................................1 3.1.2 gettext library.................................................2 3.2 Install process.....................................................2 4 calcurse basics 2 4.1 Invocation.......................................................2 4.1.1 Command line arguments..........................................2 4.1.2 Format strings................................................4 Format specifiers for appointments......................................4 Format specifiers for events.........................................5 Format specifiers for todo items.......................................5 Examples...................................................5 Extended format specifiers..........................................5 4.1.3 Environment variable for i18n........................................6 4.1.4 Other environment variables.........................................6 4.2 User interface.....................................................7 4.2.1 Non-interactive mode.............................................7 4.2.2 Interactive -
Links in an Event Description
1. Home . 3 1.1 Frequently Asked Questions (FAQ) . 3 1.1.1 Remove Calendar Ads . 8 1.1.2 Why is my calendar cut off on the bottom . 9 1.2 Overview of the localendar menu . 9 1.3 Entering and Editing Events . 11 1.3.1 Adding New Events . 12 1.3.1.1 Add Links in an Event Description . 15 1.3.2 Editing Existing Events . 16 1.3.3 Preview an Event . 16 1.3.4 Adding Clipart to an Event . 17 1.3.5 Uploading your own Images . 20 1.3.6 Repeating Events . 23 1.3.7 Entering a Multi-Day Event . 27 1.3.8 Entering a Multi-Day Event that Repeats . 29 1.3.9 Setting up Reminders . 32 1.3.10 Custom HTML in Events . 32 1.3.11 Tips and Tricks for Events . 33 1.3.12 Creating Events that Accept RSVPs, Payments, and More . 34 1.3.13 Attaching files to Events . 36 1.4 Deleting Events . 38 1.5 Publishing a Calendar . 38 1.5.1 Common Publishing Questions . 39 1.5.2 Gallery of Calendar Styles . 40 1.5.2.1 Timeline View . 44 1.5.3 Your Calendar's URL and Parameters . 46 1.5.4 The Publish Wizard . 47 1.6 Customizing your localendar . 48 1.6.1 General Options . 49 1.6.1.1 Additional General Options . 51 1.6.1.2 Using an Email Group for Reminders . 52 1.6.1.3 Visitor-Submitted Events . 52 1.6.2 Event Options . 52 1.6.3 Colors and Backgrounds .