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SANOG 10 Network Operations & Management This Presentation and related materials will be available at: ws.edu.isoc.o

SANOG 10 Network Operations & Management This Presentation and related materials will be available at: ws.edu.isoc.org / www.sanog.org. Help Desk Services. Getting Started. What are some of the first questions to answer? Are you going to offer support? What if you don’t?

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SANOG 10 Network Operations & Management This Presentation and related materials will be available at: ws.edu.isoc.o

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  1. SANOG 10Network Operations & ManagementThis Presentation and related materials will be available at:ws.edu.isoc.org / www.sanog.org Help Desk Services

  2. Getting Started What are some of the first questions to answer? • Are you going to offer support? • What if you don’t? • As a business does this work? • What do you want to or need to support?

  3. Scalability • Do your tools scale? If not, design them so they will. • Be flexible • Do What’s easier but, don't do... • Quick “fixes” = Big overhead later

  4. Starting from Scratch • Plan, plan, plan • Design traffic flow • Use available tools • The Web - Use it! • Some typical scenarios • Be ready for spikes – graceful failure mode.

  5. Resources • You’ll probably need more than you can get. • Where will you get these resources? • What are resources? • Money, space, staffing, talent, administrative support, phones, networks, classes, etc. • Become efficient and prioritize.

  6. Protecting Your Group • Set hours • Backup your consultants • Write down your policies • Second line of defense • Acceptable Use Policies (AUPs)‏ • Issues you can’t resolve... How do you deal with failure?

  7. Creating Your Help Desk • Remove roadblocks!! • Getting talent - What’s the draw? • The logistics • Customized installs • Make software available • Document, Document, Document

  8. Creating Your Help Desk Cont. • Use the Web • Use Email and tickets • trac • rt • auto-response? • Searchable index (Mhonarc) vs. Mailman

  9. Creating Your Help Desk Cont. • Phone Systems • Hold queue - yes! • Can users leave voice mail? • Depends on your support • Very high overhead • Phone trees - Good and bad (escape?)‏ • Phone traffic flow (Reception, hardware, network group, consulting, etc.)‏

  10. Creating Your Help Desk Cont. • Using other tools • Chat • Wikis • Blogs • Scheduling and scheduling software. • Scheduling is “n” complex to do

  11. Proactive Steps • Train your clients • Offer free or fee-based training • Push your documentation. This is critical. • Push your Website • Train your staff and train them some more • Assign staff projects • Stay up-to-date with what you support

  12. Summary • Quick fixes hurt • You won't have enough resources • Set expectations • Remove roadblocks • Calculate expense with, without and to remove. • Is the customer always right?

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