1. AFNOG 2000 Workshops Welcome to Track 1 Scalable Internet Services Day 1:Help Desk Introduction Account Creation/SSH Install DNS Lecture and Lab Mail and SMTP Introduction Instructors:Hervey Allen, Joel Jaeggli, William Tevie, Philip Hazel

2. Help Desk Services Hervey Allen University of Oregon AFNOG 2000 Workshop This Presentation and related materials will be available at: www.afnog.org Copyright, 2000 © University of Oregon

3. Why I’m Here We are discussing scalable solutions As networks grow so does your user base More users means more questions You will need to scale your support operations to deal with this I’ll give you some ideas how, and maybe you will give us ideas as well We start the workshop with this topic so that you will keep it in mind during the week

4. Typical Scenario You are the technician and you are doing Help Desk support. Generally this does not scale well - but, there are no absolutes in this game.

5. 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?

6. Scalability Do your tools scale? If not, design them so they will. Be flexible Do What’s easier Quick “fixes” = Big overhead later

7. Starting from Scratch Plan, plan, plan Design traffic flow Use available tools The Web - Use it! Some typical scenarios

8. 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.

9. 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

10. Creating Your Help Desk Getting talent - What’s the draw? The logistics Remove roadblocks Creating Installers Creating CD-ROMs Document, Document, Document

11. Creating Your Help Desk Cont. Use the Web Use Email –The “From:” field –Automated replies –Database of replies –Searchable index (Mhonarc) –Help Desk tracking systems

12. Creating Your Help Desk Cont. Phone Systems –To use a hold queue or not - I say yes! –Can users leave voice mail? Depends on your support Very high overhead –Phone trees - Good and bad –Phone traffic flow (Reception, hardware, network group, consulting, etc.)

13. Creating Your Help Desk Cont. Using other tools –ICQ - Watch Security –NetMeeting –Remote Control software Scheduling and scheduling software

14. 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

15. What’s Coming Discussion of specific client issues such as: –Windows 9x version specifics –RAM requirements –Windows NT and 2000 –Bad hardware –Winmodems

16. What’s Coming Continued CD-ROM with installation scripts creation specifics, including: –Some tools and tricks for CD-ROM creation. –Example installation scripts using Wise InstallMaster. Sample Excel schedule with macros More in-depth discussion of some of the topics mentioned here.

17. Summary This has been a quick overview of issues related to scaling Help Desk services as your organization grows. Before Friday you can see the detailed Help Desk document(s) at http://noc.ws.afnog.org/services/helpdesk