Tom Limoncelli

Technical Tools for Creating Happy Users
This workshop will present technical issues that contribute in making a good first impression on users, and maintaining that relationship. People new to running helpdesks or large desktopsupport environments willbenefit the most.
Who should attend
Topics include:
The importance of making a good first impression
Perception vs. Visibility
- customers vs. users
The secret in making users feel like they are the center of the universe
- an algorithm for ordering request priorities
How to make a good first impression
- considerations for the employee’s first day
- considerations for every day
Technology that helps make a good impression:
- the first day checklist
- rapid PC deployment techniques (Ghost, Jump Start, AutoLoad, etc.)
- tools for improving homogeneity (cfengine, etc.)
Helpdesks (both real and virtual)
- pros and cons of formal helpdesks
- how to create and manage a helpdesk
- survey of request and “ticket” systems
Customer care
- The 9-step process for handling customer requests
Knowing what’s wrong before they do
- Monitoring services
- Historical trend analysis
- Should you have a NOC?
Tom Limoncelli, co-author of “The Practice of System
and Network Administration” from Addison-
Wesley, is Director of Operations at Lumeta
Corporation where he is responsible for building
and scaling the deployment Systems. A sysadmin
and network wonk since 1987, he has worked at
Bell Labs/Lucent, Mentor Graphics, and Drew University.
He is a frequent presenter at Usenix LISA.
Christine Hogan, co-author of “The Practice of System
and Network Administration” from Addison-
Wesley, is an independent consultant, currently studying
for a PhD at Imperial College, London. Previously
employed by Synopsys, Global Networking
and Computing (GNAC, Inc.) and consultant to startups,
e-commerce sites, bio-tech companies and large
multi-national hardware and software companies.
Her system administration career began at the Department
of Mathematics in Trinity College Dublin.
Who should attend:
People seeking to increase user happiness
through better “soft skill” techniques
and software technology; especially
environments with large numbers of users
and/or desktops. Sites considering
creating a helpdesk, or sysadmins that
find themselves being pushed to manage
or create helpdesk-like functions will find
this especially useful.