CIT 470: Advanced Network and System Administration
description
Transcript of CIT 470: Advanced Network and System Administration
![Page 1: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/1.jpg)
CIT 470: Advanced Network and System Administration Slide #1
CIT 470: Advanced Network and System Administration
Help Desks
![Page 2: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/2.jpg)
CIT 470: Advanced Network and System Administration Slide #2
Topics
1. Help Desk Management
2. Help Desk Software
3. Workflow
4. Trend Analysis
![Page 3: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/3.jpg)
CIT 470: Advanced Network and System Administration Slide #3
Help Desk Life
![Page 4: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/4.jpg)
Help Desks from the Users Side
CIT 470: Advanced Network and System Administration Slide #4
http://xkcd.com/806/
![Page 5: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/5.jpg)
CIT 470: Advanced Network and System Administration Slide #5
Types of Help Desks
PhysicalWalk-up counter
VirtualPhone help
E-mail or web-based request system
UnofficialVisit sysadmin A in morning, B in afternoon.
![Page 6: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/6.jpg)
CIT 470: Advanced Network and System Administration Slide #6
Help Desk Size
Expressed as Customer:SA ratio.50:1 for a R&D organization
to
100,000:1 for an e-commerce site
Conflicting interestsManagement wants a larger ratio.
Customers want a smaller ratio.
If ratio too large, customers do their own SA.
![Page 7: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/7.jpg)
CIT 470: Advanced Network and System Administration Slide #7
Scope of Coverage
What is supported?Hardware, OS, applications, networking.How are unsupported platforms handled?
Who is supported?Department, location.
Where are the customers?Customers on the road, customers at home.
When is the help desk open?What do you do about support when it’s not?
![Page 8: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/8.jpg)
CIT 470: Advanced Network and System Administration Slide #8
Out-of-scope Issues
Advocate or refer?Advocate issue to another service provider.
Refer customer to other service provider.
Time-limited support.Offer to help for short fixed time period.
If can’t fix it within period, then customer is on their own.
![Page 9: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/9.jpg)
CIT 470: Advanced Network and System Administration Slide #9
Out of Hours Coverage
Pager rotation– Voice mail forwards to pager.– SAs rotate who carries pager each week.
On-call responsibilities– Is on-call SA responsible for fixing issues?– Or does on-call SA contact specialists to fix?
![Page 10: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/10.jpg)
CIT 470: Advanced Network and System Administration Slide #10
Escalation Process
First line supportHandles 80+% of calls.May have time limit before escalation.May be working from a script.
Second line supportSubject matter experts.May sit with first line support periodically.Indicates a problem if too many calls received.
Manager
![Page 11: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/11.jpg)
CIT 470: Advanced Network and System Administration Slide #11
Help Desk Software
FunctionalityCreate, update, and resolve requests.
Sort and search requests.
Generate request metrics.
Knowledge base (customers, PCs, FAQs).
Often calledRequest tracker
Trouble ticket tracking system
Issue tracking system
![Page 12: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/12.jpg)
CIT 470: Advanced Network and System Administration Slide #12
Why Help Desk Software?
You have to track help requests.
E-mail doesn’t workHow do you know someone has replied?
How do you know what they said?
How do you know two people haven’t replied?
What happens when you’re out of town?
![Page 13: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/13.jpg)
CIT 470: Advanced Network and System Administration Slide #13
Ticket (a.k.a. Request)
A report of a customer problem.
Contains important data on problem:1. Customer who’s having the problem.
2. Problem description.
3. Problem classification.
4. Urgency and importance.
5. Notes added by SAs working on problem.
6. Status: resolved or not.
![Page 14: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/14.jpg)
CIT 470: Advanced Network and System Administration Slide #14
Queues
• Tickets are organized into queues.
• Queues defined by help desk admin.– Type of problem (net, email, web, print, etc.)– Location– Whatever classification makes sense
• Queue features– Only specified SAs have access to a queue.– Queues can auto-reply to certain questions.
![Page 15: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/15.jpg)
Help Desk Software
CIT 470: Advanced Network and System Administration Slide #15
RT: Request TrackerOpen Ticket Request System
Liberum Help Desk
Remedy AR System
![Page 16: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/16.jpg)
OTRS
CIT 470: Advanced Network and System Administration Slide #16
![Page 17: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/17.jpg)
CIT 470: Advanced Network and System Administration Slide #17
Workflow
1. Greeting
2. Problem Identificationa. Classification
b. Problem Statement
c. Reproduction
3. Planning and Executiona. Solution Proposals
b. Solution Selection
c. Execution
4. Verification
![Page 18: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/18.jpg)
CIT 470: Advanced Network and System Administration Slide #18
Greeting
Soliciting issues from customers.
Greeters1. Front line help desk support (phone, in person)
2. E-mail
3. Web
4. Network monitoring system
How do customers find greeters?Signage.
Employee orientation or classes.
Internal web sites.
![Page 19: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/19.jpg)
CIT 470: Advanced Network and System Administration Slide #19
Problem Identification
Who classifies problem?First-line support.
Customer (phone or web interface).
Customer should be told of classification.Important that customer is involved in process.
Ensures customer knows something is being done about the problem.
Provides opportunity for customer feedback.
![Page 20: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/20.jpg)
CIT 470: Advanced Network and System Administration Slide #20
Problem Statement
Describes the problem in full detail.Usually responsibility of first-line support.
Often requires more customer interaction.“Help, I can’t print!”
To which printer?
From which machine?
Using what application?
![Page 21: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/21.jpg)
CIT 470: Advanced Network and System Administration Slide #21
Reproducing the Problem
If you can’t reproduce it, you can’t fix it.May require access to customer PC.
Can be difficult over phone/email.
Record method used to reproduce problem.
![Page 22: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/22.jpg)
CIT 470: Advanced Network and System Administration Slide #22
Solution Selection
Solutions vary in effectiveness and cost.Desk visits more expensive than e-mail.
Temporary solution vs. permanent solution?
Experienced customers may be useful participants in selecting a solution.
Inexperienced customers will get scared.
![Page 23: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/23.jpg)
CIT 470: Advanced Network and System Administration Slide #23
Execution
Execution is often done by SA.
Customer may have to execute solution.Remote customers and no remote ctl software.
Dialog with customer has to be adjusted based on customer knowledge level.
![Page 24: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/24.jpg)
CIT 470: Advanced Network and System Administration Slide #24
Verification
Verify that the problem is solved.Use the same technique you used to reproduce the problem.
Customer is final verification.Request should not be closed until customer verifies that the problem is fixed.
![Page 25: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/25.jpg)
CIT 470: Advanced Network and System Administration Slide #25
Trend Analysis
1. Does a customer report the same issue repeatedly?
2. Are there many questions under a particular classification?
3. Are many customers reporting the same issue?
4. Are there any classes of requests that can become self-service?
5. Who are your most frequent customers?
6. What are your most frequent time-consuming requests?
![Page 26: CIT 470: Advanced Network and System Administration](https://reader035.fdocuments.net/reader035/viewer/2022062422/56813b47550346895da42afb/html5/thumbnails/26.jpg)
CIT 470: Advanced Network and System Administration Slide #26
References
1. Mark Burgess, Principles of System and Network Administration, Wiley, 2000.
2. Aeleen Frisch, Essential System Administration, 3rd edition, O’Reilly, 2002.
3. Thomas A. Limoncelli and Christine Hogan, The Practice of System and Network Administration, Addison-Wesley, 2002.
4. Evi Nemeth et al, UNIX System Administration Handbook, 3rd edition, Prentice Hall, 2001.