Supporting Windows NT and 2000 Workstation and Server [Paperback]

James Mohr (Author)

Book Description

Publication Date: December 23, 1999 | ISBN-10: 0130830682 | ISBN-13: 978-0130830685

The first comprehensive, user-centered guide to delivering world-class support in a Windows NT/Windows 2000-based organization. Delivering quality end-user support requires you to make many decisions and develop many skills that most Windows NT/2000 books ignore. How much up-front training should you provide to users, and what should you train them on? When should you provide in-person support? What's the best way to support remote and mobile employees? How should you track your support calls and requests? How should you secure your network against intruders and viruses? What's the most cost-effective way to organize your users and groups? In this book, Jim Mohr -- who currently supports over 1,000 Windows users worldwide -- addresses all these issues and more. You'll learn how to time your upgrade to Windows 2000; choose the most appropriate hardware for home and satellite offices; document your network effectively; and much more. The accompanying CD-ROM includes a time-limited version of the Software Magic help desk system, which typically retails for $40,000. For everyone responsible for supporting Windows workstations and/or servers, including help desk managers and staff; network and system administrators; office managers; and many others.

Editorial Reviews

From the Back Cover

* Best practices for effective Windows NT/2000 support
* World-class help desk and training solutions
* Training designed to reduce software costs
* Organizing, documenting, and managing your network
* Minimizing disruption in Windows 2000 migrations
* CD-ROM: Trial or "lite" versions of over a dozen commercial software products.

Supporting Windows NT & 2000 Workstation & Server

* For every Windows administrator and support professional!
* Addresses dozens of key support issues, in-depth
* Training users to prevent problems before they happen
* Organizing, documenting, and managing your network for better reliability and lower cost!
* Supporting remote and mobile users
* Best practices for training, help desks, and much more!

The user-centered guide to supporting NT & Windows 2000!

Delivering quality end-user support requires you to make crucial decisions that most Windows NT/2000 books ignore. How much up-front training should you give users? When should you provide in-person support? What's the best way to support mobile employees? How can you organize users and groups most cost-effectively? In this book, James Mohr — who currently supports over 1,000 Windows users worldwide — brings together real-world solutions and best practices for all these challenges, and more!

Discover better ways to document and standardize your Windows network and IP addressing scheme — and practical techniques for protecting yourself against intruders and viruses. Master today's best processes for tracking support calls and measuring your responses. Learn how to select the most appropriate hardware for home and satellite offices; compare your options for managing desktops, software, and licenses; and much more.

From timing Windows 2000 upgrades for minimum disruption, to establishing efficient intranet content development processes, Supporting Windows NT & 2000, Workstation and Server will make you dramatically more effective as a Windows support professional. It's like having a world-class Windows administrator as your personal consultant!

About the CD-ROM

CD-ROM contains time-limited or "lite" versions of over a dozen commercial administration and help desk software products, which retail for over $1000.

About the Author

James Mohr is currently responsible for supporting over 1,000 Windows users worldwide. He is author of several books, including UNIX Web Server Administrator's Interactive Workbook and Linux User's Resource (Prentice Hall PTR).

Product Details

• Paperback: 500 pages
• Publisher: Prentice Hall Ptr (December 23, 1999)
• Language: English
• ISBN-10: 0130830682
• ISBN-13: 978-0130830685
• Product Dimensions: 9.2 x 7 x 1.8 inches
• Shipping Weight: 3.4 pounds
• Average Customer Review: 2.6 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #3,778,510 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars Support and not administration is the goal of this book, September 10, 2001

By 

James Mohr - See all my reviews
(REAL NAME)   

This review is from: Supporting Windows NT and 2000 Workstation and Server (Paperback)

While I appreciate the frustration of some people who have purchased the book only to find there is little about Windows 2000 or that the book is not a good reference for *administering* a Windows NT/2000 system, that was never the intention of this book. The very first paragraph of the introduction (also available on-line at Amazon.com) tells the reader: "If you are looking for a book to help you pass any of the Microsoft certification tests, you would be better off putting this book back on the shelf and looking elsewhere." There are already so many books on administering Windows NT/2000 and it was never my intention to repeat what was already available.

The key word in the title is "Supporting" and not "Administering" Windows NT/2000. As I also say in the introduction, the book covers "the day-to-day operation of supporting users in a Windows NT environment" (which also applies to Windows 2000). While I do address some administrative functions, the purpose is solely to talk about these issues within the context of supporting users and not administering Windows. Therefore, a great deal of this book can be applied to any computer environment, whether you are using Windows or not. Because Windows is so wide-spread, it makes sense to address the issues within this context in order to provide the necessary information to as much people as possible.

One of the basic motivations behind writing the book from this perspective is that it does little good when the administrator knows what buttons to press, but the users do not have the knowledge to use their systems effectively and there is little help (i.e. support) when they run into problems. Because the maintenance of any computer system is such a large portion of the total cost of ownership, companies need to look at the processes that help them reduce the maintenance costs. That means providing more effective support and this is where my book comes in.

My best suggestion is to read the introduction on-line and keep in mind that this is not a book on administering Windows, but rather on supporting users in a Windows environment. I really don't want you to buy it if that's not what you are looking for.

1.0 out of 5 stars Is it time to wake up?, May 20, 2003

By 

Hiram Hackenbakker (Galveston, TX USA) - See all my reviews

This review is from: Supporting Windows NT and 2000 Workstation and Server (Paperback)

What a disappointing book to read - not that its inaccurate, rather it suffers from a grating writing style. At best, this tome is dull, and at worse it's yawnworthy. I don't expect a second edition...

1.0 out of 5 stars Not a Windows 2000 Book, February 5, 2001

By 

Donald Brookes (Palm Beach Gardens, FL) - See all my reviews
(REAL NAME)   

This review is from: Supporting Windows NT and 2000 Workstation and Server (Paperback)

Book had very little about Windows 2000, almost none. I am not sure why they had 2000 in the title. Jim Mohr is a Unix Guy, which seems to affect the content. You really want somebody that lives, breathes and appreciates NT, writing books about NT. He also should have a little bit of reference; the book is more of a narrative.