[volunteers] December presentation

Mark Weisler mark at weisler-saratoga-ca.us
Tue Nov 6 22:49:35 PST 2007

On Tuesday 06 November 2007 20:19:26 Strata R Chalup wrote:
> Hi Aniruddha,
> Presentation Title:    Best Practices for Helpdesk and Ticket Systems
> Description:
> 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.
> Bio:
> 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.
> Strata
> 650-279-1136
> =====================================================================
> Strata Rose Chalup [KF6NBZ]                    strata at virtual.net
> Virtual.Net Inc                          http://www.virtual.net/
>     ** Strategic IT Process Management **
> =====================================================================
> _______________________________________________
> volunteers mailing list
> volunteers at lists.svlug.org
> http://lists.svlug.org/lists/listinfo/volunteers

Hi Strata,
Thanks for the information. We're looking forward to hearing from you.
I'll be updating the Web site with the information you are providing here.

Mark Weisler 
"Travel is fatal to prejudice, bigotry, and narrow-mindedness, and many of our 
people need it sorely on these accounts." ---Mark Twain---
PGP: 0x68E462B6  http://pgp.mit.edu:11371/
mark at weisler.saratoga.ca.us
telephone: office- (831) 531-2916
home-   (408) 867-9377
mobile- (408) 568-1229
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