Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Activity theory and human-computer interaction
Context and consciousness
The Vision of Autonomic Computing
Computer
eResponder: Electronic Question Responder
CooplS '02 Proceedings of the 7th International Conference on Cooperative Information Systems
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
Recovery Oriented Computing (ROC): Motivation, Definition, Techniques,
Recovery Oriented Computing (ROC): Motivation, Definition, Techniques,
Researching system administration
Researching system administration
What a to-do: studies of task management towards the design of a personal task list manager
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Field studies of computer system administrators: analysis of system management tools and practices
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
A Simple Way to Estimate the Cost of Downtime
LISA '02 Proceedings of the 16th USENIX conference on System administration
Usable Autonomic Computing Systems: The Administrator's Perspective
ICAC '04 Proceedings of the First International Conference on Autonomic Computing
Similarity Search: The Metric Space Approach (Advances in Database Systems)
Similarity Search: The Metric Space Approach (Advances in Database Systems)
Design guidelines for system administration tools developed through ethnographic field studies
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
Activity-based management of IT service delivery
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
Information System Success: Individual and Organizational Determinants
Management Science
Managing currents of work: multi-tasking among multiple collaborations
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Journal of Management Information Systems
SCOOP: Automated Social Recommendation in Enterprise Process Management
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 1
Work practices of system administrators: implications for tool design
Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
Understanding and supporting personal activity management by IT service workers
Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
LISA'08 Proceedings of the 22nd conference on Large installation system administration conference
System administrators as broker technicians
Proceedings of the Symposium on Computer Human Interaction for the Management of Information Technology
Privacy protected knowledge management in services with emphasis on quality data
Proceedings of the 20th ACM international conference on Information and knowledge management
IT incident management by analyzing incident relations
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
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Computer server management is an important component of the global IT (information technology) services business. The providers of server management services face unrelenting efficiency challenges in order to remain competitive with other providers. Server system administrators (SAs) represent the majority of the workers in this industry, and their primary task is server management. Since system administration is a highly skilled position, the costs of employing such individuals are high, and thus, the challenge is to increase their efficiency so that a given SA can manage larger numbers of servers. In this paper, we describe a widely deployed Service Delivery Portal (SDP) in use throughout the Server Systems Operations business of IBM that provides a set of well-integrated technologies to help SAs perform their tasks more efficiently. The SDP is based on three simple design principles: 1) user interface aggregation, 2) data aggregation, and 3) knowledge centralization. This paper describes the development of the SDP from the vantage point of these three basic design principles along with lessons learned and the impact assessed from studying the behavior of SAs with and without the tool.