Will Help Desks Become Extinct?

Tom Soderstrom, CTO at NASA’s Jet Propulsion Laboratory (JPL), views everything through the clouds.

NASA’s JPL uses 10 public or private clouds to store everything from photos of Mars for public purview to top-secret data.

Pretty soon, Soderstrom told attendees of Computerworld‘s SNW conference, data stored by large enterprises like NASA will be measured in Exabytes; one Exabyte is equal to 1.5 billion CDs or a million terabytes.

And, he noted, the only place to store Exabytes of data is on public and private clouds.

The good news is that with data in the cloud, people will be able to “work with anyone, from anywhere, with any data, using any device at any time,” he said.

And the not-so-bad news is that IT help desks, as we know them, will become a thing of the past, and IT workers in general will have to rethink how they approach application development and security.

“Now the workforce and consumers of IT are becoming mobile. Have you ever called a help desk for your mobile device? What do you do? Probably, the first you do is Google or Bing it. If you can’t get the answer there, you ask your kids. If you can’t get your answer there, you ask your friends who are like you. For us, that’s the workgroup,” Soderstrom said.

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Cisco Offers Free iPad/iPhone Video App

Cisco announced improvements to its video product line Thursday to make it easier for businesses to create and share video, including a free app coming soon for iPhone and iPad devices.

The free app will make Cisco’s existing Show and Share software available for iPad and iPhone in late October through the Apple App Store, Cisco officials stated via a Webcast earlier this week.

Show and Share is Cisco’s video-sharing software, which allows users to search and watch videos as well as record and upload their own videos. That software has been available on other hardware, but until now not for the iPhone and iPad.

Also, Cisco said it is integrating its existing Show and Share with its Media Experience Engines 3500 and itsTelePresence Content Server, although it didn’t yet name the products that will provide the integration. Also, a new software release of the 3500 allows it to support Flash, H.264 and Windows Media formats.

An existing software tool called Pulse Video Analytics will soon allow searches of video content by keyword or speaker in the Cisco Show and Share product.

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Google Moves Quickly To Plug Data Leaks

Google confirmed that it’s starting to roll out a server-side patch for a security vulnerability in most Android phones that could allow hackers to access important credentials at public Wi-Fi hotspots.

“Today we’re starting to roll out a fix which addresses a potential security flaw that could, under certain circumstances, allow a third party access to data available in Calendar and Contacts,” said a Google spokesman in an emailed statement. “This fix requires no action from users and will roll out globally over the next few days.”

Google will apparently apply the fix to its servers since it does not need to push out an over-the-air update to Android phones.

Experts applauded Google’s fast reaction.

“It’s impressive how quickly Google fixed this,” said Kevin Mahaffey, chief technology officer and a co-founder of San Francisco-based mobile security firm Lookout. “Google’s security team, especially on Android, is very, very quick to deal with issues.”

Whatever Google is implementing will shut the security hole that three German researchers publicized last week.

According to the University of Ulm researchers, who tested another researcher’s contention last February that Android phones sent authentication data in the clear, hackers could easily spoof a Wi-Fi hotspot — in a public setting such as an airport or coffee shop — then snatch information that users’ phones transmitted during synchronization.

In Android 2.3.3 and earlier, the phone’s Calendar and Contacts apps transmit information via unencrypted HTTP, then retrieve an authentication token from Google. Hackers could eavesdrop on the HTTP traffic at a public hotspot, lift authentication tokens and use them for up to two weeks to access users’ Web-based calendars, their contacts and also the Picasa photo storage and sharing service.

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