O'Reilly Open Source Convention - August 1-5, 2005

Tutorial
CANCELLED Help! Everyone Hates Our IT Department!
Thomas Limoncelli, System Administrator, Google

Track: Emerging Topics
Date: Tuesday, August 2nd, 2005
Time: 8:30am - 12:00pm
Location: Portland 255
With the popularity of TV "makeover" shows, we're proud to present Limoncelli Eye for the IT Guy/Gal!
Based on the top tips from the The Practice of System and Network Administration, this day-long tutorial teaches how to "makeover" your IT department. While mostly a "soft skills" class, all tools mentioned are open source.
Sysadmins that maintain large desk-top communities will find this especially useful. Topics include:
o Looking good: Improving your IT deparment's visibly
o Getting love: The secret to making users feel like they are the center of the universe
o Giving love: communicating to users effectively
o Making that great first impression on your users
o Rapid PC deployment for growing companies
o Helpdesks (both real and virtual)
- pros and cons of formal helpdesks
- how to create and manage a helpdesk
- survey of "request" and "ticket" systems
o Customer care
- The 9-step process for handling customer requests
o Knowing what's wrong before they do
- Monitoring services
- Historical trend analysis
- Should you have a NOC?
o Training that every customer-facing person should receive