Desktop Management

Desktop Management: Getting It Right January 2008 Table of Contents Introduction..........................................................................................................................................................................................1 Importance.of .Desktop.Management.............................................................................................................................................1 Effective.Desktop.Management.......................................................................................................................................................2 . Alternatives.for.Acquiring.Good.Tools:.Build,.Software.as.a.Service,.Outsource..................................................................3 Building.an.Internal.PC.Management.Infrastructure..............................................................................................................3 Software.as.a.Service......................................................................................................................................................................4 Outsourced.Desktop.Management.............................................................................................................................................5 EMA’s.Perspective................................................................................................................................................................................5 Desktop Management: Getting It Right Introduction remote offices. The scale has become quite large, even in. a. small. to. medium. sized. business.. Now. add. in. the. constant. stream. of . Microsoft. patch. updates. (security,. operating. system. and. application. software. updates),. periodic.operating.system.upgrades,.user.initiated.software installations and configuration changes, anti-virus updates, and IT configuration changes. The rate and volume of change is significant, if not overwhelming. Enterprise.Management.Associates.(EMA).has.seen.an. increase.of .the.use.of .automated.management.tools.for. the.desktop...A.recent.study.of .43.professional.services. firms with 100 to 500 employees shows that over 32% of . companies. were. using. automated. build. tools. for. desktop.and.server.management. U se of C om puter B uild T ools P rofessional S ervices Firms 100 to 500 E mployees Personal. computers. have. delivered. on. the. promise. of . productivity.for.knowledge.workers..As.a.result,.desktop. and.laptop.computers.have.proliferated.to.almost.every. knowledge.worker.in.a.company..Advances.in.network. bandwidth.and.the.availability.of .wireless.connectivity. options.have.radically.increased.the.number.of .remote. workers,. whether. working. from. home. or. while. traveling..However,.the.increased.use.of .personal.computers. and remote access has added significant workload and coordination.to.the.already.busy.IT.schedule..For.many. companies,.desktop.management.is.not.a.core.competency.and.there.are. other.IT.tasks.that.are.considered. mission.critical.or.more.strategic..Yet.for.many.knowledge.workers,.the.desktop.is.mission.critical..Schedules,. correspondence,.contact.lists,.presentations.and.work.in. progress all live in the desktop for most office workers. Take.away.the.desktop.and.work.stops.until.the.desktop. is.back.up.and.running.. Most. small. and. medium. businesses. do. not. have. the. IT.staff .and.tools.to.treat.desktop.management.issues. with.the.attention.they.deserve..IT.shops.in.small.and. medium. sized. companies. are. generally. over-taxed. and. doing. the. best. they. can. to. keep. the. IT. infrastructure. running.smoothly..Budgets.are.much.smaller.than.those. of their large enterprise counterparts, staffing is limited,. and. toolsets. are. few. and. far. between.. Too. often. manual.processes.and.“just.enough.to.get.by”.scripting. is.the.answer.to.desktop.management.in.the.small.and. medium.sized.company..Individual.users.can.be.left.to. handle.minor.issues.for.themselves,.and.pseudo.power. users.often.get.themselves.into.trouble.and.require.IT. staff . assistance. to. resolve. problems. they. have. created. through. their. self-help. efforts.. It. is. no. longer. a. viable. answer. for. small. and. medium. sized. business. to. treat. desktop.management.casually. N o T o o ls 67 .50 % U s e T o o ls 3 2.5 0% Sample Size: 43 Source: Enterprise Management Associates – 2007 Professional Services Study Importance of Desktop Management The.task.of .desktop.management.has.become.too.large. and.too.important.to.be.handled.on.an.ad-hoc.basis.with. limited.tools..The.number.of .personal.computers.is.significant. There are many versions of operating systems and.many.different.software.applications..This.is.further. complicated.by.the.number.of .employees.working.from. .The.risks.of .doing.a.poor.job.of .desktop.management. are.now.quite.high.given.the.security.risks.to.every.PC. every.day..Left.unprotected,.PCs.are.subject.to.Trojans,. Key-loggers,. Spyware. and. Viruses.. One. of . the. basic. ways.to.stay.protected.is.to.apply.all.patches.to.operating. systems.and.applications.in.a.timely.fashion..However,. coordinating,. staging. and. testing. these. patches. is. time. consuming. and. something. that. should. not. be. left. to. end. users. or. ad. hoc. processes. by. the. IT. team.. Every. desktop. needs. Anti-virus. software. that. is. constantly. updated,.and.users.cannot.be.trusted.to.keep.their.virus. data files current. Mobile users should also be protected with.personal.Firewall.software,.but.again,.users.cannot. be.depended.upon.to.install.and.keep.such.software.current..Leaving.this.to.chance.can.put.the.entire.network. and.subsequently.the.entire.company.at.risk. ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Page  Desktop Management: Getting It Right The employee desktop today contains significant corporate. data,. both. data. taken. from. corporate. repositories. for.use.on.the.desktop.as.well.as.work-in-process.data. not.yet.stored.on.a.secured.and.backed-up.repository.. Employees. handle. important. and. sensitive. data. that. needs. to. be. protected.. This. can. include. price. lists,. customer. lists,. customer. data,. human. resources. data,. strategic plans, product plans and corporate financial information..Security.breaches,.viruses,.and.spyware.can. lead.to.stolen,.lost.or.corrupted.data..Regular.backups. can.mitigate.the.risk.of .lost.or.corrupted.data,.however. most.users.are.not.disciplined.enough.to.perform.regular. backups.. Mobile. and. remote. users. complicate. the. backup.problem.and.render.home.grown.backup.scripting.ineffective.. Dealing.with.the.disruption.and.potential.data.loss.of . security breaches can represent significant productivity loss..Work-in-process.data.on.the.desktop.can.represent. weeks of effort and may be difficult or impossible to recreate..The.loss.of .such.data.can.affect.project.timelines.which.in.turn.can.cause.customer.satisfaction.issues. and/or.contractual.penalties..Desktop.data.loss.can.also. affect. revenue. if . a. desktop. problem. interrupts. critical. timeframes.for.customer.proposals.or.deliverables.. Another.factor.driving.the.need.for.good.desktop.management.is.the.increasing.regulatory.compliance.issues. that.are.affecting.businesses.of .all.sizes..Consumer.and. patient.privacy.laws.such.as.HIPAA.(Health.Insurance. Portability. and. Accountability. Act). and. the. wave. of . trend.setting.privacy.laws.out.of .California.affect.businesses.of .all.sizes..Sarbanes-Oxley.compliance.includes. rigorous. asset. management,. change. management. and. other. controls. for. IT.. This. should. be. of . concern. for. more.than.just.the.public.companies.covered.by.the.law.. Many. small. and. medium. sized. businesses. are. working. toward. an. eventual. acquisition. as. an. exit. strategy,. and. most.such.acquisitions.are.by.companies.that.are.subject. to.Sarbanes-Oxley..It.is.much.easier.and.faster.to.work. through. the. due. diligence. phase. of . the. acquisition. if . the.company.being.acquired.has.implemented.the.types. of .controls.required.by.Sarbanes-Oxley..Good.desktop. management.can.assist.a.company.in.certain.aspects.of . regulatory.compliance. Effective Desktop Management Effective. Desktop. Management. begins. with. knowing. what.you.have.to.manage..Complete.and.accurate.asset. and.license.management.is.key..Knowing.how.many.machines.of .what.type,.their.location,.memory,.hard.drive,. processor.speed,.etc.,.is.a.big.step.forward.for.many.small. and.medium.sized.businesses..Tools.available.today.have. automatic. discovery. capabilities.and. excellent.management.reporting.which.can.assist.IT.staff .in.establishing. and.maintaining.good.processes.for.asset.management.. With.an.accurate.picture.of .the.installed.hardware.base,. it.becomes.much.easier.to.assess.operating.system.and. business.suite.software.upgrades.. Keeping. track. of . software. licenses. and. where. they. are. installed. is. another. important. function.. Accurate. information. of . which. machines. have. which. software. installed.is.a.major.starting.point.to.effectively.manage. PCs.across.the.company..This.information.can.minimize. the.number.and.duration.of .on-site.visits.by.IT.support. personnel..It.can.also.ensure.that.software.licenses.are. appropriately.managed;.paying.only.for.those.copies.of . a.particular.software.that.are.needed.and.reducing.the. risk of fines in a software license audit. Another. good. practice. is. to. keep. software. installs. to. the. minimum. required. for. each. employee. to. do. their. job.. This. will. shorten. install. time,. reduce. updates. and. patches.required,.and.use.fewer.resources.leaving.more. capacity.for.each.user’s.needs..Some.systems.administrators.will.attempt.to.make.things.easier.by.standardizing. the. desktop. to. one. image. for. everyone.. PC. management is one place where “one size does not fit all.” Overcomplicating.the.software.image.for.every.user.by. installing.all.applications.everywhere.will.increase.work. in.the.long.run.and.make.everyone.unhappy..A.better. practice is to define unique user types by department or job function, and to define a standard image for each user. type.. This. can. limit. the. time. to. upgrade. applications.and.allow.for.better.service.for.each.user. With.an.accurate.inventory.of .all.hardware.and.only.the. software.needed.on.each.desktop,.the.next.step.toward. effective.PC.management.is.to.automate.software.distribution.. Automated. software. distribution. minimizes. the. number. of . onsite. visits. IT. staff . must. make.. This. lowers.the.cost.of .support.and.allows.for.more.frequent. updates. This can be applied to virus data files, operat- ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Page  Desktop Management: Getting It Right ing.system.patches.as.well.as.updates.and.new.versions. of . application. software.. Changes. should. be. staged. in. a.separate.environment.for.testing.and.then.rolled.out. based on individual or group user profiles. Automated software distribution is the first step in remote. management.. Full. remote. management. includes. the.ability.to.remotely.control.the.desktop.and.make.all. required configuration changes through a networked connection.. This. is. a. critical. function. as. the. number. of .remote.and.mobile.workers.has.increased..IT.staff . must.be.able.to.perform.administrative.functions.from. their office as if they were sitting in front of the PC of remote. and. mobile. workers.. This. can. be. done. in. two. ways,.remote.access.where.IT.can.control.the.machine. without.user.intervention.or.remote.support.where.the. user. must. participate. in. the. remote. control. session.. . Both. have. their. place;. with. some. IT. staffs. setting. up. all. machines. with. full. remote. access. and. others. only. doing.so.for.shared.machines.and.servers.and.using.the. remote. support. method. for. users. with. dedicated. PCs.. . Some.products.support.only.one.or.the.other.method,. but. some. product. offerings. support. both. methods. of . remote.management. There. are. now. many. options. available. to. automate. some.or.all.of .the.desktop.management.functions,.and. some.of .these.options.are.cost.effective.even.for.small. and.medium.sized.companies..However,.tool.selection. should. be. made. carefully. to. ensure. that. the. necessary. functions. are. addressed. by. the. tool,. to. keep. training. time. to. a. minimum. and. to. avoid. selecting. a. tool. that. requires.more.effort.to.administer.than.it.saves..As.with. any.decision,.all.of .the.alternatives.should.be.considered. before.making.the.decision..Desktop.management.is.no. different,. and. it. can. be. accomplished. through. several. approaches:. management. tools. deployed. in-house. to. internally. manage. PCs. (the. “build”. approach),. using. a. Software. as. a. Service. hosted. management. tool. with. internal.staff,.and.outsourcing.the.management.of .PCs. to.a.third.party. Building an Internal PC Management Infrastructure This.traditional.approach.to.management.involves.identifying.tools.to.purchase,.purchasing.those.tools,.deploying.the.tools,.training.IT.staff .on.how.to.effectively.use. the newly deployed management tools, and staffing sufficiently to manage the PC infrastructure on an on-going basis..One.of .the.advantages.of .this.approach.is.that.the. IT.organization.retains.full.control.of .the.management. infrastructure.and.functions.because.the.solution.is.an. internally.deployed.solution..However,.the.control.also. brings.with.it.the.responsibility.to.manage.the.management.system/software.itself. When. considering. how. to. implement. desktop. management. best. practices,. companies. need. to. acquire. management.tools.to.automate.the.management.tasks.. Companies. can. license. tools. and. build. an. in-house. management. infrastructure,. access. management. tools. through.a.hosted.Software.as.a.Service.(SaaS).model,.or. outsource.the.entire.desktop.management.process..Each. The. build. approach. typically. requires. a. larger. initial. of .these.alternatives.is.explored.in.more.detail.below. budget. outlay. for. purchase/licensing. costs,. with. ongoing. maintenance. fees,. and. any. investment. in. addiAlternatives for Acquiring Good tional.hardware.that.is.required.to.run.the.management. infrastructure.. In. addition. to. these. initial. licensing. Tools: Build, Software as a costs,. it. is. also. important. for. IT. organizations. to. reService, Outsource A.company.with.as.few.as.15-20.employees.can.strug- alize.that.there.is.an.associated.cost.of .management.. gle. with. manual. desktop. management. processes.. The. The.IT.staff .is.naturally.responsible.for.managing.the. more. desktops. to. be. managed. and. the. more. mobile. IT.infrastructure,.but.in.addition,.they.are.also.responand remote workers to support, the more difficult it be- sible.for.managing.the.IT.management.infrastructure. comes.to.deliver.good.service.with.manual.processes.. itself..For.example,.in.the.case.of .internally.deployed. The.severity.of .issues.that.can.arise.from.poor.desktop. management. software. tools,. these. costs. reveal. themmanagement. requires. that. the. problem. be. taken. seri- selves.in.deployment.costs.of .the.management.tools,. ously and therefore automation should be given signifi- maintenance. of . the. management. tools. (upgrades,. patching),.support.personnel.for.on-going.operational. cant.consideration.. support,. management. tool. consulting. services,. training,.software.licensing.costs.(both.initial.purchase.and. ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Page  Desktop Management: Getting It Right recurring.maintenance.costs),.hardware.costs.for.additional.hardware.that.is.required.to.run.the.management. software,.and.the.cost.of .integrating.tools.in-house. The. cost. of . management. depends. on. several. factors;. the.ease-of-use.and.ease-of-deployment.of .the.management.solution,.the.stability.of .the.management.code,.the. frequency. of . new. releases,. and. the. maturity. of . the. IT. organization..Most.of .these.factors.translate.to.IT.staff . time.that.is.required.to.manage.the.management.infrastructure..In.addition.to.these.direct.costs,.maintaining.a. help.desk.to.assist.users.with.PC.issues.is.another.additive.cost.of .management..For.geographically.dispersed. companies,. the. help. desk. may. be. required. to. operate. 24x7, which adds significantly to the cost of ownership. 10 Reasons To Consider Software As A Service: 1. Rapid Implementation: There is no faster way to get started with a new software application than to take advantage of a professionally run service. Even complex business process oriented applications can be ready to go in less than 30 days. 2. Lower Cost to Implement: Implementation costs are significantly lower than developing custom solutions or purchasing and installing proprietary software and hardware. 3. Lower Cost to Operate: The Software as a Service model spreads infrastructure, development, maintenance and future innovation costs across a broad base of users. 4. Reliable Cost Forecasting: Subscription fees are predictable, allowing you to forecast your IT costs over several years. 5. Ease of Access: Implementations are based on Internet access with browser-based interfaces making it easy for staff to access the service from anywhere. 6. 24X7 Support: Support staff who specialize in the given application and are available 24X7 can mean significant improvement in end user assistance over onpremise implementations where the support function is spread across internal IT staff and remote vendor support for software related issues. 7. Increased Reliability: The infrastructure behind most software as a service offerings is based on professionally run data centers with full system and database redundancy, load balancing and fail-over. This will provide for better availability and performance. 8. Increased Security: Physical and data security are generally greater than most companies will put in place for on-premise implementations. 9. Continual Technology Enhancements: Planning and managing upgrades is someone else’s problem. You get the benefit of frequent upgrades without the hassle of testing, managing change control or converting data. 10. Reduced Risk: Low up front cost, little or no staff time to get going, and an already up and running environment means that most of the risks to selecting and implementing new software are avoided. The project will be on-time, there will be no hardware costs or other infrastructure surprises, and if it’s not the right software you won’t be walking away from a big investment if you choose to make a switch. Software as a Service Another.way.for.IT.organizations.to.employ.PC.management.functionality.is.through.management.software. delivered.as.a.service..This.option.shifts.the.responsibility.for.the.management.software.deployment.and.maintenance. to. the. service. provider.. Software. as. a. Service. (SaaS).results.in.eliminating.the.following.costs.for.enterprises:.deploying.the.tool,.maintaining.the.tools,.consulting. services. to. deploy. the. tool,. software. licensing,. internal.tool.integration,.hardware.to.run.the.management.software,.and.troubleshooting.when.the.tool.is.not. working.properly..Instead.of .these.costs.of .ownership,. the cost of the hosted software is in the form of fixed monthly.subscription.fees. PC. management. SaaS. can. bring. additional. advantages. beyond. the. features. of . the. tool.. Virus. protection. and. automated update of virus data files is a feature often available. Some services include significant coordination of .new.patches;.simplifying.the.staging,.testing.and.deployment.of .patches..The.service.may.include.automated. backup.and.offsite.storage.features.providing.excellent. data.protection.with.little.additional.effort.or.hardware. costs..Hosted.software.solutions.also.provide.news.and. information.on.new.practices.and.trends.which.can.assist.the.small.to.medium.enterprise.IT.staff. Some.IT.departments.may.be.concerned.over.the.loss. of . control. by. using. a. management. infrastructure. provided. as. a. hosted. service.. The. quality. of . the. service. provided. must. be. excellent. and. the. reputation. of . the. service.provider.is.critical..However,.only.the.infrastructure.itself .is.under.third.party.control.in.this.alternative.. ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Page  Desktop Management: Getting It Right Company.IT.staff .remain.in.control.of .the.actual.end. a. third. party.. This. also. exposes. internal. company. and. user.interface.and.the.actual.processes.and.actions.taken. client.information.to.the.service.provider..This.loss.of . on.individual.desktops. control.is.cause.for.concern.for.some.IT.staffs..Some. businesses.have.experienced.higher.individual.user.costs. The.SaaS.model.provides.access.to.a.full.suite.product. for.desktop.management.as.individual.users.can.spend. without. the. upfront. license. and. setup. costs.. It. allows. more.time.attempting.to.solve.their.own.problems.rather. the.IT.staff .to.maintain.control.of .the.desktop.managethan.look.to.the.third.party.provider.for.help. ment.process.without.the.effort.required.to.setup.and. maintain.the.management.environment..It.does.require. The.quality.of .the.service.delivered.by.the.service.protraining.and.good.internal.processes..It.also.requires.a. vider must be excellent, and the services must be flexible way.to.track.service.requests.and.problems..To.provide. enough to fit in with the way the company works. A coleffective.support,.a.service.desk.is.useful,.and.for.some. laborative.working.relationship.must.be.established..This. companies.a.24x7.service.desk.is.necessary.. can. require. a. different. kind. of . management. oversight. than.exists.in.some.small.and.medium.sized.businesses.. Some.providers.have.added.service.desk.functionality. An.outsourced.service.may.bring.improved.service.by. to.their.SaaS.offering.to.address.this.need..For.the.small. providing.a.24x7.help.desk,.something.that.may.not.be. or. medium. business. without. a. service. desk,. this. is. a. cost justified as an internally provided service in many particularly.attractive.combination.to.improve.end.user. small.and.medium.sized.businesses. experience.with.service.desk.incident.tracking,.a.knowledge.base.for.self .help.and.solid.tools.for.managing.the. EMA’s Perspective desktop. Desktop. Management. is. a. critical. business. practice. Outsourced Desktop Management that,. when. done. well,. can. keep. employees. productive. The.point.of .acquiring.good.desktop.management.tools. and. keep. external. threats. to. the. company. network. in. is.to.provide.effective.desktop.management..There.are. check.. The. traditional. approach. to. managing. PCs. has. a.number.of .full.service.outsource.options.available.to. been. to. deploy. the. management. software. in-house. or. small. and. medium. sized. businesses. for. desktop. man- use.manual.methods..Most.companies.now.realize.that. agement..This.alternative.solves.the.effective.PC.man- manual. efforts. are. no. longer. viable. given. the. number. agement.problem.by.turning.the.work.over.to.a.service. of .desktops,.the.frequency.of .changes.and.the.risks.to. provider..The.service.provider.is.responsible.for.tool.se- employee.productivity.and.data..However,.licensing.and. lection,.deployment.and.operation..The.service.provider. deploying.desktop.management.tools.in-house.requires. significant cost and effort, particularly for the small and also.brings.trained.staff .and.proven.procedures.. medium.business. Like.the.SaaS.model,.the.outsourced.model.eliminates. the.costs.of .licensing.the.management.tool,.deploying. Some. companies. are. turning. to. Software. as. a. Service. the. tool,. consulting. services. to. deploy. the. tool,. inte- (SaaS). or. full. outsource. alternatives. to. manage. PCs.. gration. costs,. maintenance. costs. and. hardware. costs.. While.the.full.outsourced.model.can.provide.a.cost.efAdditionally,.the.outsourced.model.eliminates.the.costs. fective.answer.to.the.desktop.management.problem,.it. of .internal.staff .for.PC.management.and.the.costs.of . comes.with.control.trade-offs.and.vendor.management. an. internal. help. desk. function. for. PC. management.. challenges that offset the benefits for some companies. Outsourced. PC. management. is. typically. charged. on. a. SaaS.is.an.option.that.balances.the.internal.effort.and. per.desktop.per.month.fee..It.is.more.expensive.than.a. internal.control.issues..SaaS.is.becoming.a.very.popular. SaaS.model.as.the.service.includes.the.staff .and.the.help. option.for.many.types.of .software.as.it.allows.users.to. benefit from the software without the hassle of rundesk.functions. ning.the.software..Software.updates.are.painless.as.the. While.outsourced.desktop.management.can.bring.good. vendor.handles.all.testing.and.change.management,.and. tools.and.good.processes.to.the.problem.of .PC.manthe.datacenter.environment.for.SaaS.offerings.often.has. agement,. it. does. come. with. a. few. trade-offs.. Control. more.redundancy.and.better.backup.capabilities.than.an. over. the. internal. PC. infrastructure. is. turned. over. to. in-house.installation.of .similar.software. ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Page  Desktop Management: Getting It Right Users of desktop management SaaS are benefiting from access.to.high.end,.integrated.tools.with.the.added.benefit of coordination of security and operating system patches. by. the. service. provider.. These. companies. are. freed. from. the. burden. of . managing. the. management. tool.itself .and.yet.they.remain.in.control.of .their.internal.desktop.environment..They.get.use.of .a.high.end. tool. at. a. lower. cost. than. licensing. and. managing. the. tool.directly.. Although.management.SaaS.is.not.a.universal.solution. for. all.companies,.it.should.be.one.of .the.alternatives. that.companies.consider.when.they.are.looking.to.improve the quality and efficiency of managing PCs. The solution. should. have. a. full. set. of . integrated. PC. management.tools.that.are.offered.modularly,.which.allows. customers.to.select.only.those.services.that.they.need.. Just.as.important.as.the.features.of .the.software.is.the. reputation.of .the.service.provider..Potential.customers. should.carefully.consider.the.reputation.of .the.service. provider.in.terms.of .service.levels.provided,.collaborative.approach.to.customers,.and.stability. As. companies. compare. the. alternatives,. they. should. remember. to. include. the. hidden. costs. to. the. business. from.using.less.than.adequate.management.tools,.as.well. as.the.cost.of .ownership.for.internally.deployed.tools.. Such.an.analysis.will.prove.useful.in.determining.which. approach.is.best.for.the.company,.rather.than.just.doing. what.is.most.familiar. ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Page  A White Paper Prepared for Webex Corporation About Enterprise Management Associates, Inc. Enterprise Management Associates is an advisory and research firm providing market insight to solution providers and technology guidance to Fortune 1000.companies..The.EMA™.team.is.composed.of .industry.respected.analysts.who.deliver.strategic.awareness.about.computing.and.communications. infrastructure..Coupling.this.team.of .experts.with.an.ever-expanding.knowledge.repository.gives.EMA.clients.an.unparalleled.advantage.against.their. competition. The firm has published hundreds of articles and books on technology management topics and is frequently requested to share their observations.at.management.forums.worldwide. This.report.in.whole.or.in.part.may.not.be.duplicated,.reproduced,.stored.in.a.retrieval.system.or.retransmitted.without.prior.written.permission.of . Enterprise.Management.Associates..All.opinions.and.estimates.herein.constitute.our.judgement.as.of .this.date.and.are.subject.to.change.without.notice.. Product.names.mentioned.herein.may.be.trademarks.and/or.registered.trademarks.of .their.respective.companies. ©2008.Enterprise.Management.Associates,.Inc..All.Rights.Reserved. Corporate Headquarters: 5777.Central.Avenue,.Suite.105. Boulder,.CO.80301. Phone:.+1.303.543.9500. Fax:.+1.303.543.7687. www.enterprisemanagement.com 1061.010808