Buying, supporting, maintaining software and equipment : an IT manager's guide to controlling the product lifecycle /: an IT manager's guide to controlling the product lifecycle. (2014)

• Record Type: Book
• Further Information: Note: Gay Gordon-Byrne.
• Authors: Gordon-Byrne, Gay
• Contents: INITIAL PRODUCT ACQUISITION; ; Equipment and Application Acquisition ; Introduction; Application Selection Dictates Hardware Selection; Background; Application License Acquisition; Going Naked; Operating System Acquisition; Acquisition Model: Direct from the Original Equipment Manufacturer; Platforms as Monopolies; Multiyear Commitments; Operating System and Machine Code License Lock-Ins; Strategic Partnerships; The Win Room; Credible Competition; Acquisition Model: Channel Partners and Authorized Resellers; Competition between Partner or Channel Sources; Controlling Discounts; Selecting Partners; Acquisition Model: Wholesale Distribution; Gray Market; Counterfeit; Acquisition Model: Retail and the Internet; Retail Service Plans; Internet Buying; Acquisition Model: Used Equipment; Summary; Notes; ; Initial Support and Maintenance ; Introduction; Maintenance in the Digital World; Hardware Maintenance; Software Maintenance for OS and Applications; Consumables; Defect Support; Hardware Maintenance; Redundancy, Self-Healing, and Fault-Tolerant; Gaming the Service Level Agreement; Software Maintenance; Serviceability; Disaster Recovery and Backup; "Appliances" and "Black Boxes"; Summary; Notes; ; Hardware Warranty Models ; Introduction; Limits and Purposes of Hardware Warranties; Precontracted Parts and Labor Warranties; Accounting for Prepaid Service Agreements; 90-Day Parts and Labor Warranties and 12-Month Parts Warranties; Self-Repair; Parts Only; Original Equipment Manufacturer Depot Repair; Labor; User Depot Repair; Time and Materials; Transaction Volume Sensitive Warranty Models; Preventative Maintenance; Scheduled Maintenance; Summary; Notes; ; Software Warranty and Support Models ; Introduction; Initial Acquisition; Software Warranty Functions; Copyright and Piracy; License Audits; Maintenance Pricing; Treatment of Upgrades and New Releases; Patch Management; Controlling Maintenance Pricing; Going Naked; Independent Support; Switching Systems Software Vendors; Summary; Notes; ; Finance and Accounting Issues for Maintenance and Support ; Introduction; Initial Purchase; Tangible Assets and Intangible Software; Lending and Leasing; Internal Accounting; Manufacturer (Original Equipment Manufacturer) Captive Leasing; Ease of Contracting; Operating Lease Treatment; Residual Value; Licensed Software and Residual Value; Tethered and "Black Box" Products; End of Lease Issues; Summary; Notes; ; POSTWARRANTY SUPPORT AND MAINTENANCE; ; Responsibility for Defect Support ; Introduction; Software Defect Support; Types of Patches; Hardware Defect Support; Logic Flaws (Hardware or Machine Code); Updates versus Upgrades; Defect Support of Component Failures; Engineering Change Levels; Remote Diagnostics; Summary; Notes; ; Postwarranty Hardware Maintenance; Introduction; Limitations of Warranty; Voiding Warranty Purpose of a Warranty; Carry-In Warranty; Warranty Pricing; Original Equipment Manufacturer Postwarranty Support; Independent Service Organizations; Downside of Independent Service Organization Offerings; Parts Warranties; Machine Code and Embedded Software; Self-Repair; Automotive Repair: Converging Issues; Five Requirements for Repair; Diagnostic Tools, Diagnostic Software, and Error Codes; Tools; Documentation; Service Parts; Machine Code; Summary; Notes; ; TECHNOLOGY PRODUCT DETAILS; ; Machine Code and Embedded Software; Introduction; Defining Machine Code; Machine Code Divides Hardware from Software; Tangible Asset Limbo; Functions of Machine Code; Machine Management and Access Control; Feature Activation; Service Access and Setting Passwords; Maintenance Access Control; Feature Validation; Diagnostic Routines and Error Reporting; Remote Diagnostics; Configuration Access Control; Feature Activation; Repair Issues; Consumer Issues; Copyright Issues: Digital Millennium Copyright Act and World Intellectual Property Organization; Copyrightable Code; Litigation and Legislation; End-User Litigation; Competitive Attacks; Legislative Efforts; Summary; Notes; ; Service Parts ; Introduction; Proprietary Parts; Commodity Parts; FRAND/RAND Parts; Original Parts; Plug Compatible Parts; Remanufactured Parts; Refurbished Machines; Gray Market Parts; Counterfeit Parts; Used Parts; Obsolete Parts; Summary; Notes; ; Service Restoration and Support Process; Introduction; Reporting; Call Centers and Ticketing Systems; Nonticketed Events; Specialist Hand Off; Severity and Call Triage; The Service Level Agreement; Service Entitlement Database; Diagnostics; Specialist Handling; Technicians; Closing Tickets; Categories of Repair; Monitoring the Service Level Agreement; Reverse Logistics; Return Merchandise Authorization Monitoring; Summary&
• Edition: 1st
• Publisher Details: Boca Raton : Auerbach
• Publication Date: 2014
• Extent: 1 online resource, illustrations (black and white)
• Subjects: 005.16; Computer systems -- Management; Computer systems -- Purchasing; Software maintenance; Product life cycle
• Languages: English
• ISBNs: 9781482232790
• Related ISBNs: 9781482232783
• Notes: Note: Includes bibliographical references and index.; Note: Description based on CIP data; item not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.