This subscriber would wanted to get an understanding of other organisations' practices in scanning for missing software patches.
Microsoft decommissioned the Office Update Tool and associated SMS scanner in August. These tools were the only Microsoft-provided tools that were capable of scanning and reporting on missing patches in the Microsoft Office 2000/2002/2003 suites and their associated products.
Scanning for missing patches can ensure that the estate is as secure as possible n this ever changing threat landscape. One member has taken the approach to only roll out service packs rather than have an ongoing patching process. Products in use include System centre Configuration Manager (SCCM), FoundScan, Shavlik, Centennial, LANDesk, Patchlink and Microsoft Baseline Security Analyser. However by far the most popular was the Windows Server Update Service (WSUS).
Q. Have you implemented a large-scale Thin Client solution?
This member was keen to hear thoughts on:
which Thin Client manufacturers were considered, and what were the overriding requirements and objectives?
how did the devices perform with regard to speed flexibility, security and manageability?
did they help reduce TCO?
were there any pitfalls that may not have been apparent at the outset?
what organisational structure do you have (number of locations, data centres, users)?
what other benefits were achieved which were not expected?
The organisation was reviewing the potential of implementing Thin Client technology solutions across their business to reduce PC expenditure and support costs. Thin client technology is discussed periodically within the Forum with members implementing but also moving away from this model.
Total Cost of Ownership (TCO) and improved service delivery are the main drivers with benefits being realised in the stability and speed of the applications even on relatively slow links. Central management of the application also gives a greater control over licences; some members use AppSense to aide this.
Q. Do you manage large volumes (millions) of documents in your SharePoint system?
This County Council is moving to using MS SharePoint as their document and records management system. When starting to investigate architectures around large volumes (several million) the picture around how best to use SharePoint becomes less clear.
SharePoint always promotes discussion amongst our members and this is no exception. There are obvious lines drawn over SharePoint's use; some accept is as a document management tool only while others use it for virtually everything. One recommendation is to create a 'File Migration Team' who liase with the business over the structure, manage the actual move and ensure that the culture is right,. Governance is important and different approaches are taken from simple exams through to open trust. Enquire about membership today to access this unparalled resource.
Where bespoke development has been necessary this organisation has centred on Oracle technologies, utilising some Java and VB6 (where a rich GUI is required). They are assessing their development technologies going forward in response to changes in the skill sets in the market and raised expectations of their users.
Many programming languages are in use from vb.Net through to C++ and C#. Those that have both C~ and .Net allow applications to be built in either language. One recommended others to steer clear of vb.Net due to its limitations compare to C#; others disagree. Various versions of .Net are in use from 1.1 up to 3.5; most seem to have made the decision to move away from vb and to stick with CV and .Net. JavaScript is used for client facing work to ensure that the end user experience is high.
Q. How do you gauge internal customer satisfaction?
IS Service Desk Team Leader, Government Agency
This agency wanted to get an accurate customer satisfaction reading of their service desk specifically, but also allow their internal customers to comment on IS in general.
The Forum has always provided a benchmarking tool in the form of the Continuous Performance Improvement (CPI) service which has a module that allows members to have their staff and users surveyed by a third party and the results collated into a succinct management report. More information can be found here.
Most members have some form of survey that is used to gauge their customers satisfaction. Surveys range from one question asking for a rating from 1-10, to online surveys sent out once a quarter. Some of the more forma surveys are geared towards different audiences (users v senior management etc.) and carried out a different intervals throughout the year. One member takes part in an externally provided service from Soctim.
Q & As 
