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USENIX Technical Program - Abstract - 13th Systems Administration Conference - LISA '99
Deconstructing User Requests and the Nine Step Model
Thomas A. Limoncelli, Lucent Technologies/Bell Labs
Abstract
How can we improve the process by which System Administrators (SAs) help users? SAs spend much of their time responding to requests from users. Better system administrators use a similar, structured, process. I present the structured process as I have seen and practiced it, examples of each step in the process, and the pitfalls of eliminating various steps. Finally I look at the paper in the larger context of a step towards improving the science of System Administration.
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Technical Program