-------------------------------------------

Tutorial:  Creating Happy Users: A "how-to guide" for sysadmins in a hurry
Format: 1 day
Presentors: Tom Limoncelli and Christine Hogan

Updated for 2003!

Who should attend:  
Sites that feel "the users hate us!" and want to make fast
improvements.  Sysadmins with large user populations, especially
large desktop user communities.  People that want to better-manage
their helpdesk, desktop deployment, and PC refresh cycles.

This workshop teaches the techniques that make and maintain happy users:
	Making and maintaining a good first impression...
		(their PC is ready on their first day of employment, etc),
	help them when they have problems...
		(running a spectacular helpdesk/support system),
	maintaining positive relationships...
		(effective communication one-on-one and en masse),
	and fixing problems before they notice...
		(system and network monitoring).

As sysadmins we often lose touch with our users and soon
an "us vs. them" situation develops. This workshop will teach
techniques and technology that lets you start your relationship
right, and maintain it.  (and repair broken ones too)

Sites considering creating a helpdesk, or sysadmins that maintain
large desk-top communities will find this especially useful.

Topics include:

o How to make a lasting first impression
o The difference between Perception vs. Visibility
	- why both are important
o The secret to making users feel like they are the center of the universe
	- an algorithm for ordering request priorities
o How to make a good first impression always
	- considerations for the employee's first day and every day
o Technology that helps make a good first impression:
	- the "first day" checklist
	- rapid PC deployment techniques (Ghost, JumpStart, AutoLoad, etc.)
o Helpdesks (both real and virtual)
	- pros and cons of formal helpdesks
	- how to create and manage a helpdesk
	- survey of "request" and "ticket" systems
o Customer care
	- The 9-step process for handling customer requests
o Knowing what's wrong before they do
	- Monitoring services
	- Historical trend analysis
	- Should you have a NOC?
o Training that every customer-facing person should receive

-------------------------------------------

Tom Limoncelli, co-author of "The Practice of System and Network
Administration" from Addison-Wesley, is Director of Network Operations
at Lumeta Corporation where he is responsible for building and
scaling the network.  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 start-ups, 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.

-------------------------------------------