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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 resources.

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Last changed: 16 Jan. 2002 ml
Technical Program
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