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Time ManagementFor System Administrators
Instructor: Tom Limoncelli
With material from:Time Management for Sysadmins
http://www.EverythingSysadmin.com1
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Who is this guy?SA since 1988, UNIX since 1991
Has worked at companies such as Google,Cibernet Corp, Dean For America, Lumeta, Bell
Labs, AT&T/Lucent, Mentor Graphics.Books:
Time Management for System Administrators
The Practice of System andNetwork Administration
Not (unreasonably) crazy
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Meeting with My Boss
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Poll: What are your time
management issues?
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Why TM for Sysadmins?
The problems are different
Higher degree of customer interruptions
...and still expected to get projects done...The solutions are different
Were geeks, we can use tools
Lack of mentoringOther careers have more opportunities formentoring on these issues.
Our mentoring is technical
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Whats covered?
Dealing with Interruptions
Using Routines to think once, do many
The Cycle System for:
Todo lists
Calendar/datebook management
Long-term and life goals
Prioritization
Q&A and other tips
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Whats not?
Tips on avoiding Procrastination
Excellent books on the market
Therapy can help
David Burn's "Feeling Good" has excellent advice
Detailed instructions on how to use a PDANTP: The Network Time Protocol
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Get control over your life
1. Schedule your work2. Prioritize what you do
3. Control the hours you work
Impossible? No, completely possible.
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Principles of TimeManagement
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Principles
One System: Keep all time-managementinformation in once place
Conserve Brain Power: Avoid distractions,focus on one thing at a time
Use Routines: Mass-produce things that you
do often. Think once, do many
Same tools everywhere: Use the sametools for your personal-life
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Maintaining Focus
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Focus
How long does it take to
complete a 2-day project?
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Focus
Focus is concentrated effort.
Users always bother me == Im beingprevented from maintaining focus
Interruptions are the natural enemy of focus.
Returning from an interrupt is error-prone.
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The uncluttered brain
Our brain is only so big.It divides itself among all the things we aretrying to focus on.
Unclutter your brain.
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Focus problems we cause
A messy desk
Visually complex items in front of usIcons on our desktop, Instant messengerclients, music, stock tickers, news tickers, youhave new mail notifiers, games, multitaskingoverload.
Clean up your workspace -- Free your mind!
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Redirecting Interrupts
If someone wanted to interrupt you to ask aquestion, how do they find you?
Does their web browser start-page tell themhow to reach the helpdesk?
Are proper channels properly clearly
communicated?Can you re-arrange seating so they walk by yourco-workers before they reach you?
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Mutual Interruption Shield
Take turns fielding interruptions with a co-worker to permit uninterrupted project time
You field interrupts in the AM, they do it foryou in the PM.
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Change Official Structure
Split into a tier 1 / tier 2 structure
Tier 1 -- Customer facing
Handles 80%, bumps 20% up to tier 2
Tier 2 -- Project & Engineering
Physical layout:
Make sure customers must trip over customerfacing people to get to Tier 2.
Move Tier 1 offices to high-traffic areas
keep Tier 2 relatively obscured
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Peak time for focus
When during the day can you focus best?
Different for each of us.
Do you know your peak hours?
First hour of the day-Rule
The fewest interruptions happen the first hour ofthe day because nobody else
Therefore, dont use it for junk tasks like email.
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Handling Interruptswithout being a JERK
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Principle
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Saying no or not now
When someone makes a request,they expect to be heard.
Corollary: They will be unhappy ifthey dont feel heard.
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Saying no with compassion
How to say no without sounding rude?
Take the customers needs into accountSay with action (not words) that the request willbe completed
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For each request
Pick one:Record it
Delegate it
Do it
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Im in the middle of another project
Not urgent
Not a while you wait request
When to record it?
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Someone else can do it
Too urgent to put off
When to delegate?
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Emergency -- outage effecting multiple people.
Its my job to react in this situation.
Requests from my boss.
When to do it?
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Tips for recording requests:
Three options: (of many)
Create a ticket
Write in your Palm/Dayplanner
Have them create the ticket -- tell them thewords to use
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Helpdesk Software
Always use ticket-tracking software.
If your employer doesnt use one, be the innovator
that sets up such a system.
Excellent free software is available, much of itis better than commercial products (Unless you
are very, very big)RT (Request Tracker): BestPractical.com
Trac: trac.edgewall.org
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Helpdesk Software (2)Without software
Requests get lost
Management cant track progress
Customers cant track issuesCustomers cant refer to a ticket number
With software
Requests get tracked, not lost.Users know status of issues.
Manager can track issues without bothering SAs
Claims of I asked for this months ago verified
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Request Tracker (RT)
http://www.bestpractical.com/rt/
Free software... support contracts available.
Help support the software by purchasing a supportcontract.
RT Essentials (book) from OReilly
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Routines
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Get into that old, boring
routine!I wish I never woke up this morning
Life was easy when it was boring.
Darkness, The Police
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Turn chaos into routines
Schedule key meetings the same time(s) eachweek
Gasoline on Sunday
Empty water from A/C reservoir as you enterthe building.
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Developing your routines
Repeated events that arent scheduled
When procrastinating takes longer than the task
itselfThings you forget often
Low-priority tasks that can be skipped now and
then but shouldnt beMaintenance tasks: IT is like gardening
Relationship development
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Good habits save time
Hesitate before pressing ENTER.
Write the test before the code.
ping before and after disconnecting any cable.
Always backup a file before it is edited.
Check for keys before leaving car, house,office, secured area, etc.
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Automatic Yes Answers
Would this be a good time to save my work?
Should I bring my PDA/PAA with me?
Should I record this task/event/date in myPDA/PAA?
Should I call now that Im going to be late?
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The Cycle System
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The Cycle combines
Maintaining a Todo list
Perfect follow-though / Never forget a task
A Datebook/Calendar
Track appointments, commitments, events
Long-term and Life GoalsGet where you want to go
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Task management
(todo lists)or
Perfect Follow-Through
Goal: Never forget a user's request
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The Todo ListHow do you remember user requests?
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Zillions of ScatteredNotes
vs.The Never-Ending List
of Dooooooom
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Why do todo lists fail?
We rely on known-faulty hardware
(Our brain forgets)
We dont keep them all in one placeMany scattered pieces of paper
We keep many lists
Half are out of date
We keep one master list
Too big, too scary
The Never-Ending Todo List Of Dooooooom!
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How to make todo lists
work?
One to-do list per dayKept in a single place
With you all the time
Easy to access
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Which is better?PDA Planner
Pros:
+ Alarms & Beeps
+ Integrates w/ PIM+ Easy backups+ Easy to carry
+ Free-form
+ Spontaneous+ Make your ownsystem+ Theft is rare
Cons:
- Not as spontaneous- Many distractions- Inflexible
- Upgrades $$$
- No backups- Refills every year
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Anatomy of a Planner
Front Pocket
Lost + Found info
Month-view CalendarPage Per Day Sheets
Info Sheets section
A-Z sections
Big enough to fit a folder, or small enough to fita 8.5x11 sheet folded in half.
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Getting the most out of a
Palm PilotThe PalmOS Todo function is very simplistic.
The techniques in this class are more easilydone with added Palm software:
DateBook V (www.pimlicosoftware.com)
Life Balance (www.llamagraphics.com)FranklinCovey software for Palm
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Managing Tasks
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Left Side
One page per day
Pre-printed with dates
Daily Task List
Status, ABC, Task
Appointment Schedule
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Right Side
Record of Events
Wide-open space for
notes, ideas, diagrams
special check-lists
Things to pack listsWhat to bring lists
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Exercise: Todo Items
Add these 6 items to your Daily Tasks area
Create account for new user Bob
Test new GCC
File bug report: netscan off-by-1 error
JP: demo of new VPN system?Add web page: new support hours
Cricket: monitor new router
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X Done Moved to future day
NO Decided not to do it, record why & who told
Delegated, record to whom
More info on May 14s page
FranklinCovey uses a different notation and thats ok
Toms Item Marking System
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Exercise:
Manage Todo Items1. Mark 1st item: Done
2. Mark 2nd item: Moved to next day (just didntget it finished)
3. Mark 3rd item: Done
4. Mark 4th item: Moved 2 days (Hes onvacation)
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Fi t h t h ld l k lik
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First sheet should look like:
AB Prioritized Daily Task List
X Create account for new user Bob
Test new GCC
X Report bug: netscan off-by-1 error
Call JP: demo of new VPN productAdd web page: new support hours
Cricket: monitor new router
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E d f d 2 it l ft!
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End of day: 2 items left!
AB Prioritized Daily Task List
X Create account for new user Bob
Test new GCC
X Report bug: netscan off-by-1 error
Call JP: demo of new VPN productAdd web page: new support hours
Cricket: monitor new router
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M l t 2 it
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Move last 2 items
AB Prioritized Daily Task List
X Create account for new user Bob
Test new GCC
X Report bug: netscan off-by-1 error
Call JP: demo of new VPN product Add web page: new support hours
Cricket: monitor new router
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Leave work with a smile
Clear your todo list at the end of the day by
moving & marking.Leave knowing youve managed all items.
Benefit of paper planner: Physical effort tomove items an incentive to get them done.
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Calendar ManagementGoal: Never miss an appointment, meeting, or
social event
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Write down appointments,
dates, events, etc.
1 place for all calendar info, including socialevents.
Review at the start of the day, through out the
day, and before you go to sleep.
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How I mark calendar days
Top line: Birthdays days, scheduled vacations(for me and others)
Middle: appointments throughout the day
Bottom line: night activity (Date with Chris,Board Meeting, Laundry)
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27Bob out until 30th
10-11 cm meeting
noon all hands
7pm BZ board mtg
Chris bday
2-2:30 mtg w/CIO group
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PrioritiesGoal: Get the important stuff done, let
everything else slide.
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Priorities
Mark every todo item with an A, B, or C priority
A -- Must be done today (due date is today)
B -- Today, lower priority
C -- Everything else!
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The Daily Plan
Review calendar entries
Block out time for meetings, events
Enter repeating itemsPlan your todo items:
Mark A, B, and C priorities
Write in estimated time for each item
Total A Time -- Is it more than an 8-hourday?
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N t h ti f A
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Break projects into steps
List time for todays step
Add this item to each days todo list
Re-prioritize
Ask boss for advice
Not enough time for A
priorities?
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E i Pl Thi D
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Exercise: Plan This Day
First, schedule todays appointments:
Todays calendar:10-11am weekly staff meeting
noon-1 lunch
3-4pm Change Management Review Board Meeting
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8
9
10 MEETING11
noon LUNCH
1
2
3 CMRB
4
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8
9Plan my day
10 MEETING11
noon LUNCH
1
23 CMRB
4
5 Go home!6
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Plan this day (2)
Todays todo items:
(old) Test GCC: 40 minutes
(old) Add new web page: 20 minutes
(old) Add router to Cricket config: 30 minutes
Fix netnews: 45 minutes
Add disk to server: 2 hoursSet up new IDS system: 3 days (next step is 60 min)
Install phone for new-hire (starts next month): 1 hour
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Plan
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Plan
AB Prioritized Daily Task ListA Test new GCC (40 min)
A Add new web page (20 min)
B Add router to Cricket (30 min)
C Fix netnews (45 min)
A Add disk (2 hours)A Setup IDS (3 days)
Phone for new-hire (1 hour)72
Plan
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Plan
AB Prioritized Daily Task ListA Test new GCC (40 min)
A Add new web page (20 min)
B Add router to Cricket (30 min)
C Fix netnews (45 min)
A Add disk (2 hours)A Setup IDS (3 days)
C Phone for new-hire (1 hour)73
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Plan the tasks
Fit the todo items into your day
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Plan
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Plan
AB Prioritized Daily Task ListA Test new GCC (40 min)
A Add new web page (20 min)
B Add router to Cricket (30 min)
C Fix netnews (45 min)
A Add disk (2 hours)A Setup IDS (3 days)
C Phone for new-hire (1 hour)
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What did your day look like?Did your day plan exceed 8 hours?
How did you manage the overage?
How many items were moved to the next day?
Exercise results:
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E l d L
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Early and Late
Finish a task early?
Reward yourself by working on
A fun project
A low priority project
Coffee break!
Task take longer than planned?Re-schedule, re-plan
B and C priorities can be completed later
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Tip: How do you split your
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Tip: How do you split your
time?A sysadmin was directed to split your time
evenly between helpdesk and projects. Whenhe planned his day, he added a todo itemcalled interrupts which was always 50% of histime.
3 hours -- Interrupts
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Principle
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Principle
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Corollary: If it has to be done today, do it early.
Anecdote: Changing backup tapes.
If it has to be done everyday, do it first.
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Principle
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Principle
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Start Every Day By Planning
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Ti S h d l f thi t
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Tip: Schedule fun things too
One unified calendar -- include social plansPlan a date night or family night
Only use a second calendar if you have a
classified work-life
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Life GoalsGet what you want out of life!
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Rocks, pebbles and sandIf you put the sand into the jar first, there is noroom for the pebbles or the rocks. The same is
true for your life: If you spend all your energyand time on the small stuff, you will never haveroom for the things that are important in life.
http://www.juliaferguson.com/cool.html
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M k ti f th bi thi
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Make time for the big things
When do we have time for big things?
Taking a long vacationA week writing code to save months of labor
A Google 20% project
Answer: Never!
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Lif l
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Life goals:
Goals should be measurable: Lose 20 poundsby January, not Lose weight
Dont be afraid to dreamWhat do you want to accomplish
1 month from now?
1 year from now?5 years from now?
In your lifetime?
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E i Lif l
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Exercise: Life goals
Spend 5 minutes writing down your 1m, 1y, 5y,
life goals.Write 1-2 per category (1 work, 1 personal)
Nobody will be seeing these, feel free to write
the secret goal that you may be embarrassed toshare.
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A ti t hi l
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Actions to achieve goals:
Category: Goal: Actions:
1 Month
1 Year
5 Years
Lifetime
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Goal-planning is a life-
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Goal-planning is a life-
time taskKeep your list in your planner
Add new ideas when you think of themReview it periodically
This 5 minute exercise wasnt enough timeWeek-long workshops, weekend retreats, familydiscussions, etc
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R ti 1 t d f th
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Routine: 1st day of month
Re-read list of goals (keep copy in dayplanner)
Sprinkle action items into your schedule thatbring you closer to these goals.
PAA: Do it when you load the next month ofpaper into your organizer
PDA: Schedule a recurring event calledMonthly Goal Review
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Yearly:Review and revise goal list
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Prioritization
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Wh ts s b d b ut FIFO?
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What s so bad about FIFO?
Distraught over what order to do tasks on yourtodo list?
Whats so bad about FIFO?
Benefit:
its easy
older items tend to bubble up to the top and gethigher priority
sounds great!
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Prioritizing tasks so that users think you're agenius
Prioritize based on
customer perception
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What do customers expect?
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What do customers expect?
They want everything NOW but what do theyexpect?
Some requests should be quick
Assigning an IP address
Reset a password
Something small impeding their work
Some requests take a long time
Installing a new PC
Creating a new service
SAs will drop everything for major outages
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FIFO Prioritization
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FIFO PrioritizationTask Description Expectation Actual Work Time Completed
T1 Reset password 1 minute 10 minutes 9:10am
T2 Create new user account Next day 20 minutes 9:30am
T3 Install new server Next day 4 hours (+1
for lunch)
2:30pm
T4 Add new CGI area to
web server
1 hour 30 minutes 3:00pm
T5 Order a software package 1 hour 1 hour 4:00pm
T6 Debug minor NetNews
error
10 min 25 minutes 4:25pm
T7 Allocate IP address 2 min 5 minutes 4:30pm
T2
T3
T4
T5
T6
T7
T1
Result:
All tasks completed
T7 very unhappy97
Expectation-based
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p
PriorityTask Description Expectation Actual Work Time Completed
T1 Reset password 1 minute 10 minutes 9:10am
T7 Allocate IP address 2 min 5 minutes 9:15am
T5 Order a software package 1 hour 1 hour 10:15am
T4 Add new CGI area to
web server
1 hour 30 minutes 10:45am
T2 Create new user account Next day 20 minutes 11:05am
T3 Install new server Next day 4 hours (+1for lunch)
4:05pm
T6 Debug minor NetNews
error
10 min 25 minutes 4:30pm
T3
T4
T5
T6
T1T7
T2
Result:
All tasks completed
Much happiness98
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Summary
In both cases:
All tasks completed
(You did the same amount of work)
In second case:
Customers much happierYou did the same amount of work, but people
were happier with your performance
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A More Realistic Situation
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A More Realistic Situation
Usually one can not plan entire day
New requests spread over day
We can still use this technique:No matter what, permit the interruption
Use expectation model to decide if request is donenow or is put on hold.
If it takes less than 2 minutes, its just faster to do it now.
If expectation is it cant wait, do it now.
Else... create ticket/send email to yourself.
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Be creative
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Be creative
Pre-allocate your next 2-3 IP addresses
Keep common sysadmin apps running
Automate, automate, automate
Create self-service versions:
sudo shell scripts that check inputs do request
CGI scripts that check input then sudo
(Note: Such scripts may result in security holes.Validate inputs, and be paranoid.)
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Two or more sysadmins
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Two or more sysadmins
A two-person team can use this technique toorganize their work:
One person handles interrupts in the AMThe other handles interrupts in the PM
Larger groups can structure their organization
around this concept:Divide day into n even blocks
Each SA takes interrupts during their block
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O i i L IT G
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Organizing a Large IT Group
Organize team into Tier 1 (front line) andTier 2 (back line)
Tier 1Initial contact for customers
Passes long-term or difficult requests to Tier 2
Tier 2Handles issues from Tier 1
Otherwise is project-focused
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The Cycle Summary
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The Cycle Summary5 minutes each morning: Build a todo list
List relevant life goals/long-term goals(from our long-term list)
Block out todays meetings/appointments
(from our calendar)
List the todo items for the day
(from our todo list)
Prioritize
Work the list
At the end of the day:
Push unfinished items to the next day
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Cycle Tips
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Cycle Tips
Always bring your PDA/PAA with you.
Always record things in your PDA/PAA orHelpDesk software
Work from the todo list.
Bring it! Record it! Work from it!
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Thats the Cycle!Questions?
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What do we do?
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Everything we do:
Simple things, done once
Hard things, done once
Simple things, done often
Hard things, done often
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Rarely
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Often
Easy Hard
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Rarely
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Often
Easy Hard
Manually
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Rarely
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Easy Hard
Document
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Automate
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Purchase
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Manually Document
Automate Purchase
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REVIEW:
Work from a todo listStart a new list each day.
One place, kept with you always.
Record ALL tasks.
A/B priorities, X=done, -=moved
Live by your calendar (work & social)
Start each day by planning:
Record scheduled appointments
A/B/C priorities, client perception first
Plan your day, then work the plan
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Time Management
For System Administrators
Instructor: Tom Limoncelli
With material from:Time Management for Sysadmins