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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


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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Last changed: 13 Feb 2002 ml
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