
Information Technology for Water and Wastewater Utilities
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Content
- Intro
- Title Page
- Copyright
- Contents
- List of Figures
- List of Tables
- Preface
- Chapter 1. Introduction
- 1.0. Evolution of Information Technology
- 2.0. Intent and Target Audience
- 3.0. Utility Structure and Information Technology
- 4.0. Opportunities
- 5.0. References
- 6.0. Suggested Readings
- Chapter 2. Where Is the Value? Understanding the Business Context for Information Technology
- 1.0. Summary of Key Things to Know
- 2.0. Business Context
- 2.1. Customer Service
- 2.2. Accessing Information
- 2.3. Resilience
- 2.4. Governmental Incentives and Requirements
- 2.5. Sustainability and Social Justice
- 2.6. Aging Workforce and Changing Demographics
- 2.7. Transparency
- 3.0. Overview of Information Technology Systems for Utilities
- 4.0. Business Systems
- 4.1. Running the Utility Business
- 4.2. Managing and Paying Staff
- 4.3. Finance and Accounting
- 4.4. Customer Service
- 4.5. Managing Knowledge and Collaboration
- 5.0. Utility Management Systems
- 5.1. Metering
- 5.2. Maintenance and Asset Management
- 5.2.1. Asset Management
- 5.2.2. Maintenance
- 5.2.3. Inventory Management
- 5.2.4. Job Cost Accounting
- 5.3. Compliance Monitoring and Reporting
- 5.4. Project and Program Management
- 5.5. Construction Management
- 6.0. Operations
- 6.1. Collecting Operational Data
- 6.2. Water Quality Testing
- 6.3. Operational Control
- 7.0. Planning and Decision Support
- 7.1. Planning
- 7.2. Modeling
- 7.2.1. Water Distribution Models
- 7.2.2. Hydrology and Hydraulics Models
- 7.2.3. Process Models
- 7.3. Deciding
- 8.0. References
- 9.0. Suggested Readings
- Chapter 3. The Importance of Data
- 1.0. Summary of Key Things to Know
- 2.0. Why Data Matters
- 3.0. Data Quality
- 4.0. Data Sources
- 5.0. Data Collection
- 6.0. Integrating Data Sets
- 7.0. Data Governance
- 8.0. Potential for the Utility of the Future
- 8.1. The Internet of Things
- 8.2. Digital Twins
- 8.3. Artificial Intelligence
- 9.0. References
- 10.0. Suggested Readings
- Chapter 4. Planning and Implementing Information Technology Projects and Programs
- 1.0. Summary of Key Things to Know
- 2.0. Alignment With Utility Priorities
- 2.1. Relationship Between Information Technology and Utility Strategic Priorities
- 2.2. Do You Need an Information Technology Strategic Plan?
- 3.0. Steps to Understand Your Information Technology Needs
- 3.1. Identify and Convene Key Stakeholders
- 3.1.1. Executive Steering Team
- 3.1.2. Planning Team
- 3.2. Articulate Current Conditions
- 3.2.1. Business Process Modeling
- 3.2.2. Strengths, Weaknesses, Opportunities, and Threats Analysis
- 3.2.3. Perspective Gathering
- 3.3. Identify Desired State
- 3.4. Prioritize Needs and Opportunities
- 4.0. Document the Strategic Information Technology Plan
- 4.1. Business Context
- 4.1.1. Vision
- 4.1.2. Goals
- 4.1.3. Objectives
- 4.2. Program and Project Recommendations
- 4.3. Timing and Resources
- 5.0. Critical Success Factors and Key Performance Indicators
- 5.1. Business Metrics
- 5.2. Executive Involvement
- 5.3. Focus on Implementation of the Plan
- 6.0. Strategic Information Technology Plan Optional Content
- 6.1. Disaster Recovery and Business Continuity
- 6.2. Service Catalogs and Service-Level Agreements
- 6.3. Select Business Process Mapping
- 6.4. Skills Mapping
- 6.5. After the Plan
- 7.0. Implementing the Plan
- 7.1. Executive Support
- 7.2. User Involvement
- 7.3. Objectives and Requirements
- 7.4. Strong Program and Project Management
- 7.5. Scope Control
- 7.6. Drivers and Constraints
- 7.7. Change Expectations
- 7.8. Business Environment
- 7.9. Stakeholder Engagement
- 7.10. Navigating Change
- 8.0. References
- 9.0. Suggested Readings
- Chapter 5. Organizational Aspects of Information Technology
- 1.0. Summary of Key Things to Know
- 2.0. Roles and Responsibilities for Information Technology in a Utility
- 2.1. Users
- 2.2. Data Stewards
- 2.3. System Availability
- 2.4. Hardware and Networks
- 2.5. Maintenance and Updates
- 2.6. Selection of Digital Tools
- 3.0. Organization and Governance Models
- 3.1. Organizational Considerations for Utility Information Technology
- 3.1.1. Municipal Utilities
- 3.1.2. National Utilities
- 3.1.3. Publicly Owned and Privately Operated Utilities in North America
- 3.1.4. Privately Owned and Operated Utilities
- 3.2. Governance
- 4.0. Organizational Maturity Model
- 4.1. Define and Characterize the Current State
- 4.2. Identify, Discuss, and Inculcate the Future State
- 4.3. Develop Strategies That Leverage Workforce and Technical Trends
- 4.3.1. Widening Generation Gap
- 4.3.2. Ubiquitous Technology
- 4.3.3. Changing Workforce
- 4.4. Select Your Organizational Structure
- 4.5. Fill New Positions and Build Better Connections
- 4.6. Get Strategic and Raise the Profile
- 4.7. Decide Who Does What
- 4.8. Manage the Change
- 5.0. Culture and Trust
- 6.0. References
- 7.0. Suggested Readings
- Chapter 6. Information Technology Capital Project Management
- 1.0. Summary of Key Things to Know
- 2.0. Introduction to Information Technology Project Management
- 2.1. Project Management Challenge
- 2.2. Information Technology Design Challenges
- 2.3. Obsolescence Challenge
- 3.0. Overview of Project Management Methodologies for Information Technology
- 3.1. Program Versus Project Management
- 3.2. System Development Life-Cycle Model
- 3.2.1. Definition
- 3.2.2. Design
- 3.2.3. Configuration and Development
- 3.2.4. Release
- 3.3. Why Structure Is Necessary
- 3.4. Other Methodologies
- 4.0. Guidelines for Managing Water and Wastewater Utility Information Technology Projects
- 4.1. Understanding Multirational Organizations
- 4.1.1. Managing Sponsors
- 4.1.2. Managing Users
- 4.1.3. Managing Technical Experts
- 4.1.4. Managing Vendors
- 5.0. Structure of Information Technology Projects
- 5.1. Define, Design, Configure/Develop, and Release Phases
- 5.2. System Development Life Cycle
- 5.3. User Participation
- 5.4. Testing and Acceptance
- 5.5. Governance
- 5.6. Training
- 5.7. Upgrades and Enhancements
- 5.8. Version Control
- 6.0. Program Management: A Portfolio of Projects
- 6.1. Organizational Aspects
- 6.2. Methodology
- 6.2.1. Governance
- 6.2.2. Evaluation
- 7.0. Project Management Checklist
- 8.0. References
- Chapter 7. Understanding Information Technology Processes and Practices
- 1.0. Introduction
- 2.0. Aligning Business Information Technology Perspectives With Facility Operational Technology-Information Technology and Operational Technology
- 2.1. Confidentiality, Integrity, and Availability Triad
- 2.2. Information Technology/Operational Technology Convergence
- 2.3. Alignment
- 3.0. Information Technology Architecture Basics
- 3.1. Hardware
- 3.2. Software
- 3.3. Networks
- 3.4. Redundancy
- 3.5. Data
- 3.6. Internet of Things
- 3.7. Network Segmentation
- 3.8. Resilience
- 4.0. Ownership, Management, and Control
- 4.1. Cloud Versus On-Premises
- 4.2. Maintenance
- 4.3. Risk Considerations
- 5.0. Defining Requirements
- 5.1. Hardware
- 5.2. Software
- 6.0. Procuring and Financing Software and Hardware
- 7.0. References
- 8.0. Suggested Reading
- Chapter 8. Keeping Your Systems Safe: What You Need to Know About Cybersecurity
- 1.0. Introduction
- 1.1. Overview of the Threat Environment
- 1.1.1. Cybercrime As a Growth Industry
- 1.1.2. Soft Targets
- 1.2. The Need for Critical Infrastructure Cybersecurity
- 1.3. Cybersecurity and Cyberhygiene
- 1.4. Chapter Summary
- 2.0. Means and Methods of Cyberattacks
- 2.1. The Cyber Kill Chain
- 2.2. The Human Cyber Kill Chain
- 2.3. Technical Attacks
- 2.3.1. Malware
- 2.3.2. Trojan Horses
- 2.3.3. Viruses and Worms
- 2.3.4. Bots and Botnets
- 2.3.5. Spyware
- 2.3.6. Ransomware
- 2.3.7. Zero-Day Vulnerabilities
- 2.4. Social Attacks
- 2.4.1. Phishing
- 2.4.2. Spear Phishing
- 2.4.3. Whaling
- 2.4.4. Smishing
- 2.4.5. Vishing
- 2.4.6. Distributed Denial of Service
- 2.4.7. Pretexting
- 2.4.8. Reverse Social Engineering
- 2.4.9. Water Holing
- 2.4.10. Baiting
- 2.4.11. Quid Pro Quo
- 2.5. Physical Attacks
- 2.5.1. Dumpster Diving
- 2.5.2. Shoulder Surfing
- 2.5.3. Theft
- 2.5.4. Tailgating
- 2.5.5. The Long and Short Con
- 2.5.6. Side Channel Attacks
- 3.0. Social Engineering
- 3.1. Definition
- 3.2. Intelligence Gathering
- 3.3. Managing the Human Asset
- 3.3.1. Cognitive Biases
- 3.3.2. Promoting Ownership
- 3.4. Role-Based Access Control
- 3.4.1. Principle of Least Privilege
- 3.4.2. Background Checks
- 3.5. Social Media and Cybercrime
- 4.0. Prevention Techniques
- 4.1. Defense in Depth
- 4.1.1. Definition
- 4.1.2. Implementation
- 4.2. Security Controls
- 4.2.1. Physical Controls
- 4.2.2. Logical Controls
- 4.2.3. Administrative Controls
- 4.3. Zero Trust Architecture
- 4.4. Reducing the Attack Surface
- 4.4.1. What Is the Attack Surface?
- 4.4.2. Reducing Online Presence
- 4.4.3. Methods of Reducing the Attack Surface
- 4.4.3.1. Deception, Misdirection, and Honeypots
- 4.4.3.2. Network Obfuscation
- 4.4.3.3. Demilitarized Zone
- 4.4.3.4. Closing Open Ports
- 4.5. Penetration Testing
- 4.6. Red/Blue Team Exercises
- 4.7. Network Segmentation
- 4.7.1. Office Versus Process
- 4.7.2. Firewalls
- 4.7.3. Virtual Private Networks
- 4.8. Virtualization
- 4.9. Password Policy and Enforcement
- 4.9.1. Establishing Policies
- 4.9.2. Enforcing Policies
- 4.9.3. Password Best Practices
- 4.9.4. Password Blacklists
- 4.10. Multifactor Authentication
- 4.11. Updates and Patches
- 5.0. References
- 6.0. Suggested Readings
- Chapter 9. Case Studies
- 1.0. Case Study 1: Information Technology for Industrial Pretreatment Reporting
- 1.1. Introduction and Business Context
- 1.2. Technology Description
- 1.3. Stakeholder Involvement
- 1.4. Role of Data
- 1.5. Timeline, Cost, and Approach
- 1.6. Outcomes
- 1.7. Lessons Learned
- 2.0. Case Study 2: Information Technology for Asset Management
- 2.1. Introduction and Business Context
- 2.2. Technology Description
- 2.3. Stakeholder Involvement
- 2.4. Role of Data
- 2.5. Timeline, Cost, and Approach
- 2.6. Outcomes
- 2.7. Lessons Learned
- 3.0. Case Study 3: Cybersecurity
- 3.1. Dam Control Vulnerability: Stuxnet-A Game Changer
- 3.1.1. The Attack
- 3.1.2. The Counterattack
- 3.2. The "NotPetya" Attack: A Lesson in Global Vulnerability
- 3.3. The Disgruntled Employee: The Maroochy Shire Incident
- 3.4. New Awareness in the United States: The Oldsmar, Florida, Hack 2021
- 3.5. Infrastructure Billing and Customer Service in the Colonial Pipeline Ransomware Attack 2021
- 4.0. Reference
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