IST 346 Lecture Notes - Lecture 1: Triage, Data Center, Great Power
25 Oct 2016
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Document Summary
Three immediate time-saving policies: define and formalize how people get help. Like a business advertise your hours of operation and rules of engagement during off-hours: define your scope of work. At what time of day: define emergency. Main responsibility: look after computers, networks & the people who use them. There"s tons of different jobs titles and responsibilities. As devices get easier, being a sysadmin gets harder: wired networking vs. wireless / wifi. Laptops / notebooks vs. desktops / workstations: mobile phones, mobile email, mobile applications, desktop applications, mobile apps, web apps. Public face of the organization the most important element for end-users. Defines hours of operations and instructions for off-hours. Managers should test the helpdesk and measure/track its use and effectiveness. It serves as triage and deals with level 1 requests. Proves to management how busy the team is and leaves a paper trail. You can compare your data against the industry to test performance.
