Deconstructing User Requests and the Nine Step Model

Authors:
Thomas A. Limoncelli
Affiliations:
Lucent Technologies/Bell Labs
Venue:
LISA '99 Proceedings of the 13th USENIX conference on System administration
Year:
1999

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Abstract

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.