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X X Xe X" X XXYXXXXMX XXXAXXXxX5XXXlX)XXX`XXXXT X!X!X"XH#X$X$X%X<&X&X'Xs(X0)X)X*Xg+X$,X,X-X[.X/X/X0XO1X 2X2@'-@%]dddddXdddd ,dd|d@ddd`  dddhddddddpddd  xddd (#ddd% 'ddd0* dddX dddXddd,dd|ddddY,dd|d,dd|d,dd|d @ddd` ,dd|d@ddd`  ddd,dd|d@ddd` ,dd|d@ddd` !dddY|"` ddd` Y#dddY$dddY%pdddpY' ddd Y( ddd Y)%ddd%Y,0*ddd0*YXX!X4XGXZXmXXXXXXXXXX+X>XWXjX}XXXXXXXXX(XAXZXsXXXXXA'@gddddddddddddd,ddd dddXXX&X2X>XJXVXb1'@dX+'(@ԸXXX' @!'@X'H@dTimes#Courier1TimesXXX0'@ Nd 4d d d {d d d hd d d d id d qd XXX"X,X6X@XJXTX^XhXrX|XX?( @`'@#XX'@X'@ºX'@&XX'@ X'@(X%' @BS' @X"' @n' @ @@=X{(@i p3mailto:roth@uiuc.edu roth@uiuc.eduW!X! pR http://www.uiuc.edu/ph/www/roth/ http://www.uiuc.edu/ph/www/roth/W!X!XXLdddzggWF\֡Ƣ ,TsԣPg* "XX,StarBatsN -",StarBatsN -",StarBatsN -"` ` ,StarBatsN -" ,StarBatsN -",StarBatsN -"hh,StarBatsN -",StarBatsN -",StarBatsN -"pp,StarBatsN - ( StarBats!"-!''Times'Od 08s2 +StandardStandard#'''''''''''''''+;(,,--..g* (@'A'1'+'!'''''''''Object with arrowStandardObject with arrow'''''''Object with shadowStandardObject with shadow+;(,,--..Object without fillStandardObject without fill'TextStandardText'' Text bodyStandard Text body'''Text body justfiedStandardText body justfied''+'First line indentStandardFirst line indent''g*@'TitleStandardTitle'''Title1StandardTitle1 '''+;(,,--..+''Title2StandardTitle2 ''+;(,,--..g*@'A'+''HeadingStandardHeading''A''Heading1StandardHeading1''A'''Heading2StandardHeading2''A''''Dimension LineStandardDimension Line'''''''Home~LT~Gliederung 1Home~LT~Gliederung 1''g*@'A'+'!'''''''''Home~LT~Gliederung 2Home~LT~Gliederung 1Home~LT~Gliederung 2@'A'' Home~LT~Gliederung 3Home~LT~Gliederung 2Home~LT~Gliederung 3@'A''Home~LT~Gliederung 4Home~LT~Gliederung 3Home~LT~Gliederung 4@'A'' Home~LT~Gliederung 5Home~LT~Gliederung 4Home~LT~Gliederung 5@'A'' Home~LT~Gliederung 6Home~LT~Gliederung 5Home~LT~Gliederung 6@'A'' Home~LT~Gliederung 7Home~LT~Gliederung 6Home~LT~Gliederung 7@' A'' Home~LT~Gliederung 8Home~LT~Gliederung 7Home~LT~Gliederung 8@' A'' Home~LT~Gliederung 9Home~LT~Gliederung 8Home~LT~Gliederung 9@' A'' Home~LT~Titel Home~LT~Titel''QQg*+'!''' ''''''Home~LT~UntertitelHome~LT~Untertitel''QQg*@' +'!''' ''''''Home~LT~NotizenHome~LT~Notizen ''!'''''''''Home~LT~HintergrundobjekteHome~LT~Hintergrundobjekte+;(,,--..Home~LT~HintergrundHome~LT~Hintergrund''TitleTitle@SubtitleSubtitle@Background objectsBackground objects@ Background Background@NotesNotes@ Outline 1 Outline 1@ Outline 2 Outline 1 Outline 2@ Outline 3 Outline 2 Outline 3@ Outline 4 Outline 3 Outline 4@ Outline 5 Outline 4 Outline 5@ Outline 6 Outline 5 Outline 6@ Outline 7 Outline 6 Outline 7@ Outline 8 Outline 7 Outline 8@ Outline 9 Outline 8 Outline 9@tPDP8> p< n  x H t & Y %p|@j Mark Roth .)䰱Drawing StarDraw 5.0SfxDocumentInfo  Mark Roth gX15 Mark Roth sX19 uK DrMd*JoeMn0fX1uX1XX18ODrLy LAYER_LAYOUTDrLy LAYER_BCKGRNDDrLy LAYER_BACKGRNDOBJDrLyLAYER_CONTROLSDrLy!LAYER_MEASURELINESDrMP'JoeMlVTDrML DrOb<SVDr&y1A&DrOb<SVDr&;LdA&DrOb<SVDr&y.1LDrOb<SVDr&;.LdLDrXXgg fHome~LT~GliederungDrMPJoeM`mRDrML DrObSVDr&_mR'Home~LT~Hintergrund_mRDrObSVDr& oe! Home~LT~Titel oepxV4B1[#Click to edit the title text format Home~LT~Titel<( ( @'DrObWSVDr& oe{J(Home~LT~Gliederung 1 oe{J xV4B1 %Click to edit the outline text formatHome~LT~Gliederung 1<( ( @'!Second Outline LevelHome~LT~Gliederung 2<( (@'"Third Outline LevelHome~LT~Gliederung 3<( ( @'#Fourth Outline LevelHome~LT~Gliederung 4<( ( @'$Fifth Outline LevelHome~LT~Gliederung 5<( ( @'%Sixth Outline LevelHome~LT~Gliederung 6<( ( @''Seventh Outline LevelHome~LT~Gliederung 7<( ( @'(Eighth Outline LevelHome~LT~Gliederung 8<( ( @')Ninth Outline LevelHome~LT~Gliederung 9!<(  ( @', DrXXgg ^Home~LT~GliederungDrMPJoeMVTlDrML DrObSVDr&T C(0! Home~LT~TitelT C(0dxV4B1OClick to move the slide Home~LT~Titel<( ( @'DrObSVDr& 3G"]#Home~LT~Notizen 3G"]mxV4B1XClick to edit the notes formatHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPgcJoeMlVTDrML8DrMD,DrXX Handoutsgg FHome~LT~GliederungDrPgNJoeM`mRDrML8DrMD,DrOb<SVDr&$e! Home~LT~Titel$exV4B1MDefining the Role ofService Manager:Sanity ThroughOrganizational Evolution Home~LT~Titel<( ( @'M M%&45DrObSVDr& Q ve|J& Home~LT~UntertitelO Q ve|J0xV4B1 Mark D. RothHome~LT~Untertitel<( (@' Production Systems GroupHome~LT~Untertitel<( (@' ,Computing and Communications Services OfficeHome~LT~Untertitel<( (@' *University of Illinois at Urbana-ChampaignHome~LT~Untertitel<( (@' Home~LT~Untertitel<( (@' Email: <>Home~LT~Untertitel<( (@'  WWW: Home~LT~Untertitel<( (@' DrXXgg NHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]#Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPgJoeM`mRDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oeixV4B1TWhat is a "Service"? Home~LT~Titel<( ( @' DrObJSVDr& oe|J( Home~LT~Gliederung 1 oe|JxV4B1Btools that allow customers to do what they're trying to accomplishHome~LT~Gliederung 1g*<( (@' Examples:Home~LT~Gliederung 1g*<( (@'emailHome~LT~Gliederung 2g*<( ("@'online gradebookHome~LT~Gliederung 2g*<( (#@' white pagesHome~LT~Gliederung 2g*<( ($@'DrXXgg VHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPg^JoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oeoxV4B1ZServices in the Early '90s Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1, oe|J xV4B1large Unix clustersHome~LT~Gliederung 1g*<( (@'customers have shell accessHome~LT~Gliederung 1g*<( (@'+mostly home-grown, hard-to-support softwareHome~LT~Gliederung 1g*<( (@')no distinction between system and serviceHome~LT~Gliederung 1g*<( (@'sysadmin is service managerHome~LT~Gliederung 1g*<( (@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy Backg      !"#$%&'()*+,-./0123456789:;<=>?ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdfuhijklmnopqrstvwyz{|}~roundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPg$JoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oenxV4B1YServices in the Late '90s Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1q oe|JRxV4B15Jintroduction of client-server applications to supplement Unix shell accessHome~LT~Gliederung 1g*<( (.@'web-based applicationsHome~LT~Gliederung 2g*<( (/@'<protocol-based access using desktop clients (e.g., POP/IMAP)Home~LT~Gliederung 2g*<( (2@'3many apps locally written and managed by developersHome~LT~Gliederung 1g*<( (3@'other apps managed by sysadminsHome~LT~Gliederung 1g*<( (5@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPg7JoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oecxV4B1NServices Today Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1 oe|JpxV4B1Ssunset for Unix shell accessHome~LT~Gliederung 1g*<( (G@'-more focus on "black box" client-server modelHome~LT~Gliederung 1g*<( (K@'1service software is distinct from system softwareHome~LT~Gliederung 1g*<( (L@';should sysadmins and developers still be managing services?Home~LT~Gliederung 1g*<( (M@'Kto answer this question, let's look at the components of service managementHome~LT~Gliederung 1g*<( (P@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0 DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPg.JoeM`mRDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oefxV4B1QManaging Services Home~LT~Titel<( ( @' DrObaSVDr& oe|J( Home~LT~Gliederung 1 oe|JxV4B1Initial PlanningHome~LT~Gliederung 1g* <( (@',work with management to create business planHome~LT~Gliederung 2g*  <( (@'generate written requirementsHome~LT~Gliederung 2g*  <( (@'evaluate potential solutionsHome~LT~Gliederung 2g*  <( (@'make final decisionHome~LT~Gliederung 2g*  <( (@'DrXXgg VHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0 DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPgJoeM`mRDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oemxV4B1XManaging Services (cont) Home~LT~Titel<( ( @' DrObGSVDr& oe|J( Home~LT~Gliederung 1 oe|JxV4B1Production DeploymentHome~LT~Gliederung 1g* <( (@'&install and configure service softwareHome~LT~Gliederung 2g* <( (@'hproduce internal documentation on configuration and operational procedures for backup service manager(s)Home~LT~Gliederung 2g* <( (@'?work with Documentation Group to produce end-user documentationHome~LT~Gliederung 2g* <( (@'#train Help Desk to assist end-usersHome~LT~Gliederung 2g* <( (@'+coordinate service monitoring with OpCenterHome~LT~Gliederung 2g* <( ( @'DrXXgg RHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0 DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPgiJoeM`mRDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oemxV4B1XManaging Services (cont) Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 13 oe|JxV4B1Ongoing MaintenanceHome~LT~Gliederung 1g*  <( (@'Acoordinate maintenance activity with OpCenter and system managersHome~LT~Gliederung 2g*  <( (!@'Lrespond to problem reports from the Help Desk or OpCenter in a timely mannerHome~LT~Gliederung 2g*  <( (!@'Zmaintain a list of desired enahancements to be addressed during the next development cycleHome~LT~Gliederung 2g*  <( (!@'DrXXgg VHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPgAJoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oemxV4B1XManaging Services (cont) Home~LT~Titel<( ( @' DrObsSVDr& oe|J( Home~LT~Gliederung 1 oe|JxV4B1Managing ServicesHome~LT~Gliederung 1g* <( (@'+'is a lot of work!Home~LT~Gliederung 1g* <( (@'+'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPg5JoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oerxV4B1]SysAdmins as Service Managers Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1~ oe|J_xV4B1Bsysadmins are too busyHome~LT~Gliederung 1g*<( (F@'Gsysadmin's core competancy is system management, not service managementHome~LT~Gliederung 1g*<( (O@'staffing shortagesHome~LT~Gliederung 1g*<( (j@'Psysadmins need economy of scale (standard configurations, automation tools, etc)Home~LT~Gliederung 1g*<( (k@'0sysadmin : service mgr :: mechanic : race driverHome~LT~Gliederung 1g*<( (l@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPg JoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oesxV4B1^Developers as Service Managers Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1Q oe|J2xV4B1incompatible time requirementsHome~LT~Gliederung 1g*<( (@@'Bdeveloper's core competancy is programming, not service managementHome~LT~Gliederung 1g*<( (A@'udevelopers need to focus on development infrastructure (version control, code reviews, documentation, packaging, etc)Home~LT~Gliederung 1g*<( (B@'1developer : svc mgr :: manufacturer : race driverHome~LT~Gliederung 1g*<( (C@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPg2JoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oecxV4B1NA New Approach Home~LT~Titel<( ( @' DrObnSVDr& oe|J( Home~LT~Gliederung 1  oe|JxV4B1#dedicated group of Service ManagersHome~LT~Gliederung 1g*<( (7@'3primary responsibility is the service software/dataHome~LT~Gliederung 1g*<( (7@'customer focus on end-usersHome~LT~Gliederung 1g*<( (7@'P"project manager" - coordinates activities of system managers, developers, et alHome~LT~Gliederung 1g*<( (7@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPgJoeM`mRDrML8DrMD,DrObSVDr& oe! Home~LT~Titel~ oe_xV4B1J Advantages Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1j oe|JKxV4B1,=allows sysadmins to focus on system management infrastructureHome~LT~Gliederung 1g*  <( (a@'!standardized system configurationHome~LT~Gliederung 2g* <( (b@'economy of scaleHome~LT~Gliederung 2g* <( (c@'automation toolsHome~LT~Gliederung 2g* <( (e@'improves staff retentionHome~LT~Gliederung 2g*  <( (d@'customer is the Service ManagerHome~LT~Gliederung 2g* <( (f@'DrXXgg RHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPggJoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oefxV4B1QAdvantages (cont) Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1> oe|JxV4B18allows developers to focus on development infrastructureHome~LT~Gliederung 1g* <( (0@'revision controlHome~LT~Gliederung 2g*<( ( @' code reviewsHome~LT~Gliederung 2g*<( (1@' documentationHome~LT~Gliederung 2g*<( (?@' packagingHome~LT~Gliederung 2g*<( (H@'customer is the Service ManagerHome~LT~Gliederung 2g*<( (I@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPgJoeM`mRDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oefxV4B1QAdvantages (cont) Home~LT~Titel<( ( @' DrObSVDr& oe|J( Home~LT~Gliederung 1n oe|JOxV4B12improves internal communicationHome~LT~Gliederung 1g*<( (4@'%defines responsibilities of each roleHome~LT~Gliederung 2g*<( (8@'.provides a single coordinator for each serviceHome~LT~Gliederung 2g*<( (9@'7improves customer focus, QoS, and customer satisfactionHome~LT~Gliederung 2g*<( (>@'Nmakes it easier to track and budget for the costs associated with each serviceHome~LT~Gliederung 2g*<( (J@'DrXXgg VHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPghJoeM`mRDrML8DrMD,DrObSVDr&TeOStandardTeOObject 1DrXXgg J Home~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrPgmJoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb SVDr& oe! Home~LT~Titel oexV4B1ASystem vs. Service Management("So who's program is it, anyway?") Home~LT~Titel<( ( @' ADrObSVDr& oe|J( Home~LT~Gliederung 1 oe|JcxV4B1D]where is the line between the responsibilities of the system manager and the service manager?Home~LT~Gliederung 1g* <( (@' main factors:Home~LT~Gliederung 1g* <( (@'economy of scaleHome~LT~Gliederung 2g* <( (@'Example: Apache vs. JavaHome~LT~Gliederung 3g* <( (@'depth of knowledge requiredHome~LT~Gliederung 2g* <( (@'Example: MySQLHome~LT~Gliederung 3g* <( (@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0!DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPgFJoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oekxV4B1VService Manager Access Home~LT~Titel<( ( @' DrObzSVDr& oe|J( Home~LT~Gliederung 1 oe|JxV4B1Keach service has a unique pseudo-user with home directory /services/svcnameHome~LT~Gliederung 1g* <( (N@':KDK\service managers log in as themselves and su to the service pseudo-user (special PAM module)Home~LT~Gliederung 1g* <( (Q@'\**,,\Vservice software runs as pseudo-user whenever possible (web-based services use suEXEC)Home~LT~Gliederung 1g* <( (T@'VOOUUVPwhen service software must run as root, tools like sudo provide necessary accessHome~LT~Gliederung 1g* <( (S@'P""&&3377PDrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0#DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPgJoeM`mRDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrObSVDr& oe! Home~LT~Titel oetxV4B1_Lies, Damn Lies, and Benchmarks Home~LT~Titel<( ( @' DrOb0SVDr& oe|J( Home~LT~Gliederung 1 oe|JxV4B15quadrupled the number of systems we manage per personHome~LT~Gliederung 1g*<( (%@'greatly reduced staff turnoverHome~LT~Gliederung 1g*<( (%@'!emergency pages are very uncommonHome~LT~Gliederung 1g*<( (%@'much higher QoSHome~LT~Gliederung 1g*<( (%@'DrXXgg NHome~LT~GliederungDrPgJoeMVTlDrLyLayoutDrLy BackgroundDrLy!Background objectsDrLyControlsDrLyDimension LinesDrML8DrMD,DrOb<SVDr&T C(0%DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg NHome~LT~GliederungDrPgNJoeM`mRDrML8DrMD,DrOb<SVDr&$e! Home~LT~Titel$exV4B1MDefining the Role ofService Manager:Sanity ThroughOrganizational Evolution Home~LT~Titel<( (@'M M%&45DrObSVDr& R ve}J& Home~LT~UntertitelO R ve}J0xV4B1 Mark D. RothHome~LT~Untertitel<( (@' Production Systems GroupHome~LT~Untertitel<( (@' ,Computing and Communications Services OfficeHome~LT~Untertitel<( (@' *University of Illinois at Urbana-ChampaignHome~LT~Untertitel<( (@' Home~LT~Untertitel<( (@' Email: <>Home~LT~Untertitel<( (@'  WWW: Home~LT~Untertitel<( (@' DrXXgg FHome~LT~GliederungDrPg|JoeMVTlDrML8DrMD,DrOb<SVDr&T C(0'DrObSVDr& 3G#]# Home~LT~Notizen 3G#]axV4B1LClick to add notesHome~LT~Notizen<( ( @' DrXXgg VHome~LT~GliederungDrXXFGeneric PrinterSGENPRT PostScriptH`Tl`Tld,,lprdefault_queueSGENPRT DrVwP SVDr SVDr:SVDr{{SVDrALayout:SVDr{{SVDr#SVDr SVDr# SVDr0 SVDr1 SVDr3 SVDr4SVDr@SVDr SVDrD SVDrP SVDrQ DrHL DrHL DrHL 1{S KXOutdevItemPool 1   )     &'()*+,-./06789:;UVWXYZ[\]c !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstt      !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefd0\'@qXX',@X':@2fXXXX&' @X'@Arrow ArrowddXXXS'@uArrowddRounded large arrowgHrH!^8 !HrHU^ "Hr#Ick^kUgHXXX_'.@,XXX':@,2XXXX&'@!XX'@DX @^ @t @ @ @ @ @'@XX'b@j̙XX X2XD'6@22ddX'(@X'"@ BMvv(@@SD@x^SI 0 s\ z 46ZBn8x)1̔.<觔B+̄ ޢ40:prf |q]~+H~|WFMbP@aoCē[ȡz6~U{߃NN @TOO @jPP @QQ@XRR @SS@XTT @UU@ XVV@/XXWW @MXX @cYY @yZZ @[[ @\\ @]] @__ @`` @aa @bb @)cc @?dd @Uee @k @''''''''''XXXX X,XDX\Z@U'''''XXX X,X8**2@XXXX 772@XXXX HH8@+'XXX X&ff @JJJJKKJJKKQQVVJJKKQQVVJJKKSSUUVVXXX,XJX\Xn8p@z3I_u9{ 5Kaw'=Si A o ! 7 M c  ) ? _ u " 8 N d z  * (f PY&%EditEngineItemPool 6f0h4g*|@- ",StarBatsN -",StarBatsN -",StarBatsN -"` ` ,StarBatsN -" ,StarBatsN -",StarBatsN -"hh,StarBatsN -",StarBatsN -",StarBatsN -"pp,StarBatsN - "X,StarBatsN -",StarBatsN -",StarBatsN -"` ` ,StarBatsN -" ,StarBatsN -",StarBatsN -"hh,StarBatsN -",StarBatsN -",StarBatsN -"pp,StarBatsN - ",StarBatsN -",StarBatsN -",StarBatsN -"` ` ,StarBatsN -" ,StarBatsN -",StarBatsN -"hh,StarBatsN -",StarBatsN -",StarBatsN -"pp,StarBatsN - Z"|,StarBatsN -"|,StarBatsN -` ` ,StarBatsN K",StarBatsN -,StarBatsN K"pp,StarBatsN -"  ,StarBatsN -" ,StarBatsN -"%%,StarBatsN -"0*0*,StarBatsN -Z r,StarBats -r,StarBats -r,StarBats -r ,StarBats -r,StarBats -r,StarBats -rpp,StarBats -rXX,StarBats -r@@,StarBats -r(#(#,StarBats - "XX,StarBatsi -",StarBatsi -",StarBatsi -"` ` ,StarBatsi -" ,StarBatsi -",StarBatsi -"hh,StarBatsi -",StarBatsi -",StarBatsi -XX.XNXn XX @-@- XXU@J.ddddddxxdddxYXX!X4<(@r.X (;@/ StarBats!"- StarBats!"-  StarBats!"- StarBats!r- StarBatsX!"-XXGXXX@'R@0dddddXdddd,dd|d@ddd`  dddhddddddpddd  xddd (#ddd% 'ddd0* dddXdddYXX!X4XGXZXmXXXXXXXXA'@1ddddddddddddd,ddddddXXX&X2X>XJXVXb1'@1dX+'(@1XXX' @ 2!'@B2 X'@l2 TimesX' @ 2Nd 4d d d {d d d hd d d d id XXX"X,X6X@XJXTX^XhXrX|?( @D3'@d3 XX'@3 X'@3 X'@3 XX'@3 X'@ 4 X%' @&4S' @<4"' @R4' @h47W'Q%Ml3Pk9g* "XX,StarBatsN -",StarBatsN -",StarBatsN -"` ` ,StarBatsN -" ,StarBatsN -",StarBatsN -"hh,StarBatsN -",StarBatsN -",StarBatsN -"pp,StarBatsN - ( StarBats!"-!''Times'Od 08s2 +GStandardStandard#'''''''''''''''+;(,,--..g* (@'A'1'+'!'''''''''Object with arrowStandardObject with arrow'''''''Object with shadowStandardObject with shadow+;(,,--..Object without fillStandardObject without fill'TextStandardText'' Text bodyStandard Text body'''Text body justfiedStandardText body justfied''+'First line indentStandardFirst line indent''g*@'TitleStandardTitle'''Title1StandardTitle1 '''+;(,,--..+''Title2StandardTitle2 ''+;(,,--..g*@'A'+''HeadingStandardHeading''A''Heading1StandardHeading1''A'''Heading2StandardHeading2''A''''Dimension LineStandardDimension Line'''''''Home~LT~Gliederung 1Home~LT~Gliederung 1''g*@'A'+'!'''''''''Home~LT~Gliederung 2Home~LT~Gliederung 1Home~LT~Gliederung 2@'A'' Home~LT~Gliederung 3Home~LT~Gliederung 2Home~LT~Gliederung 3@'A''Home~LT~Gliederung 4Home~LT~Gliederung 3Home~LT~Gliederung 4@'A'' Home~LT~Gliederung 5Home~LT~Gliederung 4Home~LT~Gliederung 5@'A'' Home~LT~Gliederung 6Home~LT~Gliederung 5Home~LT~Gliederung 6@'A'' Home~LT~Gliederung 7Home~LT~Gliederung 6Home~LT~Gliederung 7@' A'' Home~LT~Gliederung 8Home~LT~Gliederung 7Home~LT~Gliederung 8@' A'' Home~LT~Gliederung 9Home~LT~Gliederung 8Home~LT~Gliederung 9@' A'' Home~LT~Titel Home~LT~Titel''QQg*+'!''' 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''''''Home~LT~NotizenHome~LT~Notizen ''!'''''''''Home~LT~HintergrundobjekteHome~LT~Hintergrundobjekte+;(,,--..Home~LT~HintergrundHome~LT~Hintergrund''TitleTitle@SubtitleSubtitle@Background objectsBackground objects@ Background Background@NotesNotes@ Outline 1 Outline 1@ Outline 2 Outline 1 Outline 2@ Outline 3 Outline 2 Outline 3@ Outline 4 Outline 3 Outline 4@ Outline 5 Outline 4 Outline 5@ Outline 6 Outline 5 Outline 6@ Outline 7 Outline 6 Outline 7@ Outline 8 Outline 7 Outline 8@ Outline 9 Outline 8 Outline 9@tPDP8> p< n  x H t & Y % Info 0 Info 1 Info 2 Info 3 gX15<`Y>ROh+'0 h t 7@@pJ2@ȓt@"k Mark Roth Mark RothDrMdJoeMn0gX15sX1nBsX1 9ODrLy LAYER_LAYOUTDrLy LAYER_BCKGRNDDrLy LAYER_BACKGRNDOBJDrLyLAYER_CONTROLSDrLy!LAYER_MEASURELINESDrMP'JoeMlVTDrML DrOb<SVDr&(A&DrOb<SVDr&3D[A&DrOb<SVDr&.(LDrOb<SVDr&3D.[LDrXXgg fHome~LT~GliederungDrMP9JoeMVTl{yDrML DrObSVDr&{yQ0j'Home~LT~Hintergrund{yQ0jDrXXgg NHome~LT~GliederungDrMPJoeMVTlDrML DrObSVDr& 8'0! 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