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.