LISA 2000 Abstract
Relieving the Burden of System Administration Through Support Automation
Allan Miller and Alex Donnini, HandsFree Networks
The number of computer users with little or no training continues
to rapidly increase. Networks are at the heart of companies large and
small. Applications, ever more complex, span intranets and extranets.
This all adds up to an increasing burden on system administrators and
end user support organizations at a time when there is constant
downward pressure on support budgets and a shortage of qualified
staff. The result is a technical support crisis with dissatisfied end
users, burned out system administrators, and unhappy support teams.
The need for support automation is critical as it enables the scaling
of effective end user support while minimizing the need for additional