[Dextrose] Happy and Unhappy users

[David Farning]

I came across this while reading about sysadmin policy. It is an excellent
representation of what the deployments are saying.

Users are happy when
. Their computers are up and running and they can log in
. Their other resources such as printers and file servers are available
. Their data files stay as they left them
. Their application software is installed and works as it's supposed to
. Friendly, knowledgeable help is available when needed

Users want these things 24 hours a day, 7 days a week. Preferably for free.
Users are miserable when
. They experience downtime, whether scheduled or unscheduled
. Upgrades introduce sudden, incompatible changes
. They receive incomprehensible messages from the system or sysadmins
. They receive long explanations of why things aren't working

david