Now, two years later, the situation is entirely reversed. The network is up well over 99 percent of the time, the computers and software are easily managed, and the users are (for the most part) satisfied. Many people have stated that it is the nicest and most functional computing environment they've ever used.
This paper is an overview of the key changes that we made and the methodology that we used in bringing about this transformation. I examine the lessons we learned as well as the mistakes we made, and offer advice to others starting with a similar predicament.
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