[svlug-announce] SVLUG General Meeting, Tonight-December 5th:  Best Practices for Helpdesk and Ticket Systems

Mark Weisler mark at weisler-saratoga-ca.us
Wed Dec 5 06:05:20 PST 2007


Join the Silicon Valley Linux Users Group (SVLUG) tonight to 
learn about best practices for helpdesk and ticket systems from writer and 
consultant Strata R. Chalup.

 WHEN:

   Wednesday, December 5th, 2007
   7pm-9pm

MAIN PRESENTATION:
TOPIC:
"Best Practices for Helpdesk and Ticket Systems" 

PRESENTED BY:
Strata R. Chalup, author and consultant
  
 TOPIC SUMMARY:
 
Does your ticket system follow the 3 laws of entropy? You can't win, you can't 
break even, and you can't get out of the game? As the lolcats say, "Your 
doing it wrong". A bit of restructuring your helpdesk and ticket process can 
support your need for staffing, reveal problem areas in your infrastructure 
or support process, and win you powerful allies in engineering and sales. 
 Closing tickets is only the tip of the iceberg. A well-run helpdesk effort 
also includes good ticket granularity, priorities customized for your 
organization, maintainance and upgrade support in the queue, regular 
reporting, and providing proactive services. Most of these Practices work 
well with virtual helpdesks as well, allowing them to be leveraged for Open 
Source projects as well as enterprise workgroups.


   ABOUT THE PRESENTER:
Strata R. Chalup started administering VAX Ultrix and Unisys Unix in 1983 in 
Boston, founded Virtual.Net in 1993, and spent the dot-com years building 
complex internet services for clients like iPlanet and Palm. She is a 
well-known instructor at Usenix and LISA conferences, and joined Tom 
Limoncelli and Christina Hogan as a co-author for the 2nd edition of "The 
Practice of System and Network Administration", published August 2007.

 NIFTY OF THE MONTH:
To Be Determined.

 LOCATION:

   Symantec  (formerly Veritas Software Corp.)
   VCAFE Facility
   350 Ellis Street  (near E. Middlefield Road)
   Mountain View, CA 94043

   Directions on how to get there are listed at:
   http://www.svlug.org/directions/veritas.php

   We've tried our very best for these directions to be accurate.
   If you have any improvements to make, please let SVLUG's volunteers know!
   webmaster {at} svlug -dot- org


 MEETING REFRESHMENTS:

Robert Half Technology (http://www.roberthalftechnology.com) will be 
graciously providing refreshments for this meeting.


 POST-MEETING GATHERING:

   If you just can't get enough, a smaller group usually goes to a local
   restaurant/diner after the meeting.  We'll announce the restaurant
   selection at the meeting.


 We look forward to seeing you there!
-- 
Mark Weisler 
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