The Vision of Autonomic Computing
Computer
People and Policies: Transforming the Human-Computer Partnership
POLICY '04 Proceedings of the Fifth IEEE International Workshop on Policies for Distributed Systems and Networks
Behind the help desk: evolution of a knowledge management system in a large organization
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
I know my network: collaboration and expertise in intrusion detection
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
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
Privacy in information technology: designing to enable privacy policy management in organizations
International Journal of Human-Computer Studies - Special isssue: HCI research in privacy and security is critical now
A1: end-user programming for web-based system administration
Proceedings of the 18th annual ACM symposium on User interface software and technology
Deciding when to trust automation in a policy-based city management game: policity
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
Towards an understanding of decision complexity in IT configuration
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
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Policies are a pervasive and critical aspect of computer system management. What makes an effective policy? How do policies work in practice? To what extent can policy specification and implementation be formalized and automated? We studied the work practices of computer system administrators to uncover some of the ways policies are used in practice, and to inform the design of tools that incorporate policies to support more effective system management. We found that polices come in many forms-documented in service-level agreements and best-practice guidelines, given by management directives, applied by system administrators through formal processes, and built into tools such as configuration management applications. We found that although policies sometimes make explicit statements and establish formal processes, much is left implicit, by design or omission, with appropriate interpretation and execution dependent on human judgment. We argue that people must play an active role in the application of policies to system management because complex situational demands require it, and we discuss some issues in the design of tools that incorporate policies in supporting computer system management.