Thomas A. Limoncelli

Indeholder "Contents", " Preface", " Acknowledgments", " About the Authors", "Introduction", " 1.1 Do These Now!", " 1.1.1 Use a Trouble-Ticket System", " 1.1.2 Manage Quick Requests Right", " 1.1.3 Start Every New Host in a Known State", " 1.2 Conclusion", "Part I. The Principles", "1. Desktops", " 1.1 The Basics", " 1.1.1 Loading the System Software and Applications Initially", " 1.1.2 Updating the System Software and Applications", " 1.1.3 Network Configuration", " 1.1.4 Dynamic DNS with DHCP", " 1.2 The Icing", " 1.2.1 High Confidence in Completion", " 1.2.2 Involve Customers in the Standardization Process", " 1.2.3 A Variety of Standard Configurations", " 1.3 Conclusion", " Exercises", "2. Servers", " 2.1 The Basics", " 2.1.1 Buy Server Hardware for Servers", " 2.1.2 Vendors Known for Reliable Products", " 2.1.3 Does Server Hardware Really Cost More?", " 2.1.4 Maintenance Contracts and Spare Parts", " 2.1.5 Data Backups", " 2.1.6 Servers Live in the Data Center", " 2.1.7 Same, Different, or a Stripped-Down OS on Clients", " 2.1.8 Remote Administration Access", " 2.1.9 Mirrored Root Disks", " 2.2 The Icing", " 2.2.1 Server Appliances", " 2.2.2 Redundant Power Supplies", " 2.2.3 Full and n + 1 Redundancy", " 2.2.4 Hot-swap Components", " 2.2.5 Separate Networks for Administrative Functions", " 2.3 Opposing View: Many Inexpensive Workstations", " 2.4 Conclusion", " Exercises", "3. Services", " 3.1 The Basics", " 3.1.1 Customer Requirements", " 3.1.2 Operational Requirements", " 3.1.3 Open Architecture", " 3.1.4 Simplicity", " 3.1.5 Vendor Relations", " 3.1.6 Machine Independence", " 3.1.7 Environment", " 3.1.8 Restricted Access", " 3.1.9 Reliability", " 3.1.10 Single or Multiple Servers", " 3.1.11 Centralization and Standards", " 3.1.12 Performance", " 3.1.13 Monitoring", " 3.1.14 Service Rollout", " 3.2 The Icing", " 3.2.1 Dedicated Machines", " 3.2.1 Full Redundancy", " 3.3 Conclusion", " Exercises", "4. Debugging", " 4.1 The Basics", " 4.1.1 Learn the Customer's Problem", " 4.1.2 Find the Problem's Cause and Fix It", " 4.1.3 Have the Right Tools", " 4.2 The Icing", " 4.2.1 Better Tools", " 4.2.2 Formal Training on the Tools", " 4.2.3 End-to-End Understanding of the System", " 4.3 Conclusion", " Exercises", "5. Fixing Things Once", " 5.1 The Basics", " 5.1.1 Fix Things Once, Rather Than Over and Over", " 5.1.2 Avoid the Temporary Fix Trap", " 5.1.3 Learning from Carpenters", " 5.2 The Icing", " 5.3 Conclusion", " Exercises", "6. Namespaces", " 6.1 The Basics", " 6.1.1 Namespaces Need Policies", " 6.1.2 Namespaces Need Change Procedures", " 6.1.3 Namespace Management Should Be Centralized", " 6.2 The Icing", " 6.2.1 One Huge Database That Drives Everything", " 6.2.2 Further Automation", " 6.2.3 Customers Do Many of the Updates", " 6.2.4 Next-Level Namespace Ubiquity", " 6.3 Conclusion", " Exercises", "7. Security Policy", " 7.1 The Basics", " 7.1.1 Build Security Using a Solid Infrastructure", " 7.1.2 Ask the Right Questions", " 7.1.3 Document the Company's Security Policies", " 7.1.4 Basics for the Technical Staff", " 7.1.5 Management and Organizational Issues", " 7.2 The Icing", " 7.2.1 Make Security Pervasive", " 7.2.2 Stay Up-to-Date: Contacts and Technologies", " 7.2.3 Produce Metrics", " 7.3 Organization Profiles", " 7.3.1 Small Company", " 7.3.2 Medium-Size Company", " 7.3.3 Large Company", " 7.3.4 E-commerce Site", " 7.3.5 University", " 7.4 Conclusion", " Exercises", "8. Disaster Recovery and Data Integrity", " 8.1 The Basics", " 8.1.1 What Is a Disaster?", " 8.1.2 Risk Analysis", " 8.1.3 Legal Obligations", " 8.1.4 Damage Limitation", " 8.1.5 Preparation", " 8.1.6 Data Integrity", " 8.2 The Icing", " 8.2.1 Redundant Site", " 8.2.2 Security Disasters", " 8.2.3 Media Relations", " 8.3 Conclusion", " Exercises", "9. Ethics", " 9.1 The Basics", " 9.1.1 Informed Consent", " 9.1.2 Professional Code of Conduct", " 9.1.3 Network/Computer User Code of Conduct", " 9.1.4 Privileged Access Code of Conduct", " 9.1.5 Copyright Adherence", " 9.1.6 Working with Law Enforcement", " 9.2 The Icing", " 9.2.1 Setting Expectations on Privacy and Monitoring", " 9.2.2 Being Told to Do Something Illegal/Unethical", " 9.3 Conclusion", " Exercises", "II. THE PROCESSES", "10. Change Management and Revision Control", " 10.1 The Basics", " 10.1.1 Technical Issues", " 10.1.2 Communications Structure", " 10.1.3 Scheduling", " 10.1.4 Process and Documentation", " 10.1.5 Quiet Times", " 10.2 The Icing", " 10.2.1 Automated Front-Ends", " 10.2.2 Change Management Meetings", " 10.2.3 Streamline the Process", " 10.3 Conclusion", " Exercises", "11. Server Upgrades", " 11.1 The Basics", " 11.1.1 The Steps in Detail", " 11.2 The Icing", " 11.2.1 Add and Remove Services at the Same Time", " 11.2.2 Fresh Installs", " 11.2.3 Reusing the Tests", " 11.2.4 System Changelog", " 11.2.5 A Dress Rehearsal", " 11.2.6 Install Old and New Versions on the Same Machine", " 11.2.7 Minimal Changes From the Base", " 11.3 Conclusion", " Exercises", "12. Maintenance Windows", " 12.1 The Basics", " 12.1.1 Scheduling", " 12.1.2 Planning", " 12.1.3 Flight Director", " 12.1.4 Change Proposals", " 12.1.5 The Master Plan", " 12.1.6 Disabling Access", " 12.1.7 Mechanics and Coordination", " 12.1.8 Deadlines for Change Completion", " 12.1.9 Comprehensive System Testing", " 12.1.10 Postmaintenance Communication", " 12.1.11 Re-enable Remote Access", " 12.1.12 Visible Presence the Next Morning", " 12.1.13 Postmortem", " 12.2 The Icing", " 12.2.1 Mentoring a New Flight Director", " 12.2.2 Trending of Historical Data", " 12.2.3 Providing Limited Availability", " 12.3 High-Availability Sites", " 12.3.1 The Similarities", " 12.3.2 The Differences", " 12.4 Conclusion", " Exercises", "13. Service Conversions", " 13.1 The Basics", " 13.1.1 Small Groups First, Then Expand Communication", " 13.1.2 Minimize Intrusiveness", " 13.1.3 Layers Versus Pillars", " 13.1.4 Avoid Flash-Cuts", " 13.1.5 Successful Flash-Cuts", " 13.1.6 Back-Out Plan", " 13.2 The Icing", " 13.2.1 Instant Roll-Back", " 13.2.2 Avoid Explicit Conversions", " 13.2.3 Vendor Support", " 13.3 Conclusion", " Exercises", "14. Centralization and Decentralization", " 14.1 The Basics", " 14.1.1 Guiding Principles", " 14.1.2 Candidates for Centralization", " 14.1.3 Candidates for Decentralization", " 14.2 The Icing", " 14.2.1 Consolidate Purchasing", " 14.2.2 Outsourcing", " 14.3 Conclusion", " Exercises", "III. THE PRACTICES", "15. Helpdesks", " 15.1 The Basics", " 15.1.1 Have a Helpdesk", " 15.1.2 A Friendly Face", " 15.1.3 Staff Sizing", " 15.1.4 Defined Scope of Coverage", " 15.1.5 Defined Processes for Sta", " 15.1.6 An Escalation Process", " 15.1.7 Helpdesk Software", " 15.2 The Icing", " 15.2.1 Statistical Improvements", " 15.2.2 Out of Hours and 24 x 7 Coverage", " 15.2.3 Better Advertising for the Helpdesk", " 15.2.4 Different "Desks" for Service Provision Versus Problem Resolution", " 15.3 Conclusion", " Exercises", "16. Customer Care", " 16.1 The Basics", " 16.1.1 Ticket Tracking Software", " 16.1.2 Phase A: The Greeting", " 16.1.3 Phase B: Problem Identification ("What's Wrong?")", " 16.1.4 Phase C: Planning and Execution ("Fix It")", " 16.1.5 Phase D: Verification ("Verify It")", " 16.1.6 Perils of Skipping a Step", " 16.1.7 Team of One", " 16.2 The Icing", " 16.2.1 Training Based on the Model", " 16.2.2 The Single Point of Contact", " 16.2.3 Increasing Customer Familiarity", " 16.2.4 Special Announcements for Major Outages", " 16.2.5 Trend Analysis", " 16.2.6 Customers That Know the Process", " 16.2.7 Architectural Decisions That Match the Process", " 16.3 Conclusion", " Exercises", "17. Data Centers", " 17.1 The Basics", " 17.1.1 Picking a Location", " 17.1.2 Access", " 17.1.3 Security", " 17.1.4 Power and Air", " 17.1.5 Fire Suppression", " 17.1.6 Racks", " 17.1.7 Wiring", " 17.1.8 Labeling", " 17.1.9 Communication", " 17.1.10 Console Servers", " 17.1.11 Workbench", " 17.1.12 Tools and Supplies", " 17.1.13 Parking Spaces", " 17.2 The Icing", " 17.2.1 Greater Redundancy", " 17.2.2 More Space", " 17.3 Ideal Data Centers", " 17.3.1 Tom's Dream Data Center", " 17.3.2 Christine's Dream Data Center", " 17.4 Conclusion", " Exercises", "18. Networks", " 18.1 The Basics", " 18.1.1 The OSI Model", " 18.1.2 Clean Architecture", " 18.1.3 Network Topologies", " 18.1.4 Intermediate Distribution Frame", " 18.1.5 Main Distribution Frame", " 18.1.6 Demarcation Points", " 18.1.7 Documentation", " 18.1.8 Simple Host Routing", " 18.1.9 Use Network Devices", " 18.1.10 Overlay Networks", " 18.1.11 Number of Vendors", " 18.1.12 Standards-Based Protocols", " 18.1.13 Monitoring", " 18.1.14 Single Administrative Domain", " 18.2 The Icing", " 18.2.1 Leading-Edge Versus Reliability", " 18.2.2 Multiple Administrative Domains", " 18.3 Conclusion", " Exercises", "19. Email Service", " 19.1 The Basics", " 19.1.1 Privacy Policy", " 19.1.2 Namespaces", " 19.1.3 Reliability", " 19.1.4 Simplicity", " 19.1.5 Generality", " 19.1.6 Automation", " 19.1.7 Basic Monitoring", " 19.1.8 Redundancy", " 19.1.9 Scaling", " 19.1.10 Security Issues", " 19.1.11 Communication", " 19.2 The Icing", " 19.2.1 Encryption", " 19.2.2 Backup Policy", " 19.2.3 Advanced Monitoring", " 19.2.4 High-Volume List Processing", " 19.3 Conclusion", " Exercises", "20. Print Service", " 20.1 The Basics", " 20.1.1 Select the Level of Centralization", " 20.1.2 Print Architecture Policy", " 20.1.3 Designing the System", " 20.1.4 Documentation", " 20.1.5 Monitoring", " 20.1.6 Environmental Issues", " 20.2 The Icing", " 20.2.1 Automatic Fail-Over and Load Balancing", " 20.2.2 Dedicated Clerical Support", " 20.2.3 Shredding", " 20.2.4 Dealing with Printer Abuse", " 20.3 Conclusion", " Exercises", "21. Backup and Restore", " 21.1 The Basics", " 21.1.1 Three Reasons for Restores", " 21.1.2 The Backup Schedule", " 21.1.3 Time and Capacity Planning", " 21.1.4 Consumables Planning", " 21.1.5 The Restore Process", " 21.1.6 Backup Automation", " 21.1.7 Centralization", " 21.1.8 Tape Inventory", " 21.2 The Icing", " 21.2.1 Firedrills", " 21.2.1 Backup Media and Off-Site Storage", " 21.2.1 High DB Availability", " 21.2.1 Technology Changes", " 21.3 Conclusion", " Exercises", "22. Remote Access Service", " 22.1 The Basics", " 22.1.1 Remote Access Requirements", " 22.1.2 Define a Remote Access Policy", " 22.1.3 Define Service Levels", " 22.1.4 Centralization", " 22.1.5 Outsourcing", " 22.1.6 Authentication", " 22.1.7 Perimeter Security", " 22.2 The Icing", " 22.2.1 Home Office", " 22.2.2 Cost Analysis and Reduction", " 22.2.3 New Technologies", " 22.3 Conclusion", " Exercises", "23. Software Depot Service", " 23.1 The Basics", " 23.1.1 Understand the Justification", " 23.1.2 Understand the Technical Expectations", " 23.1.3 Set the Policy", " 23.1.4 Selecting Depot Software", " 23.1.5 Create the Process Manual", " 23.1.6 A Unix Example", " 23.1.7 A Windows Example", " 23.2 The Icing", " 23.2.1 Different Configurations for Different Hosts", " 23.2.2 Local Replication", " 23.2.3 Including Commercial Software in the Depot", " 23.2.4 Handling Second-Class Citizens", " 23.3 Conclusion", " Exercises", "24. Service Monitoring", " 24.1 The Basics", " 24.1.1 Historical Data", " 24.1.2 Real-Time Monitoring", " 24.2 The Icing", " 24.2.1 Accessibility", " 24.2.2 Pervasive Monitoring", " 24.2.3 Device Discovery", " 24.2.4 End-to-End Tests", " 24.2.5 Application Response Time Monitoring", " 24.2.6 Scaling", " 24.3 Conclusion", " Exercises", "IV. MANAGEMENT", "25. Organizational Structures", " 25.1 The Basics", " 25.1.1 Sizing", " 25.1.2 Cost Centers", " 25.1.3 Management Chain", " 25.1.4 Appropriate Skills", " 25.1.5 Infrastructure Teams", " 25.1.6 Customer Support", " 25.1.7 Helpdesk", " 25.1.8 Outsourcing", " 25.2 The Icing", " 25.2.1 Consultants and Contractors", " 25.3 Sample Organizational Structures", " 25.3.1 Small Company", " 25.3.2 Medium Company", " 25.3.3 Large Company", " 25.3.4 E-commerce Site", " 25.3.5 Universities and Non-Profit Organizations", " 25.4 Conclusion", " Exercises", "26. Perception and Visibility", " 26.1 The Basics", " 26.1.1 A Good First Impression", " 26.1.2 Attitude, Perception, and Customers", " 26.1.3 Align Your Priorities with Customer Expectations", " 26.1.4 Be the System Advocate", " 26.2 The Icing", " 26.2.1 The System Status Web Page", " 26.2.2 Management Meetings", " 26.2.3 Be Visible", " 26.2.4 Town Meetings", " 26.2.5 Newsletters", " 26.2.6 Mail to All Customers", " 26.2.7 Lunch", " 26.3 Conclusion", " Exercises", "27. Being Happy", " 27.1 The Basics", " 27.1.1 Organizing for Excellent Follow-Through", " 27.1.2 Time Management", " 27.1.3 Communication Skills", " 27.1.4 Constant Professional Development", " 27.1.5 Staying Technical", " 27.2 The Icing", " 27.2.1 Learn to Negotiate", " 27.2.2 Loving Your Job", " 27.2.3 Managing Your Manager", " 27.3 Further Reading", " 27.4 Conclusion", " Exercises", "28. A Guide for Technical Managers", " 28.1 The Basics", " 28.1.1 Responsibilities", " 28.1.2 Working with Nontechnical Managers", " 28.1.3 Working with Your Employees", " 28.1.4 Decisions", " 28.2 The Icing", " 28.2.1 Make Your Team Even Stronger", " 28.2.2 Sell Your Department to Senior Management", " 28.2.3 Work on Your Own Career Growth", " 28.2.4 Do Something You Enjoy", " 28.3 Conclusion", " Exercises", "29. A Guide for Nontechnical Managers", " 29.1 The Basics", " 29.1.1 Morale", " 29.1.2 Communication", " 29.1.3 Staff Meetings", " 29.1.4 Look for One-Year Plans", " 29.1.5 Technical Staff and the Budget Process", " 29.1.6 Professional Development", " 29.2 The Icing", " 29.2.1 Have a Five-Year Vision", " 29.2.2 Meetings with Single Point of Contact", " 29.2.3 Understand the Technical Staff's Work", " 29.3 Conclusion", " Exercises", "30. Hiring System Administrators", " 30.1 The Basics", " 30.1.1 Job Description", " 30.1.2 Skill Level", " 30.1.3 Recruiting", " 30.1.4 Timing Is Everything", " 30.1.5 Team Considerations", " 30.1.6 Select the Interview Team", " 30.1.7 Interview Process", " 30.1.8 Technical Interviewing", " 30.1.9 Nontechnical Interviewing", " 30.1.10 Sell the Position", " 30.1.11 Employee Retention", " 30.2 The Icing", " 30.2.1 Get Noticed", " 30.3 Conclusion", " Exercises", "31. Firing System Administrators", " 31.1 The Basics", " 31.1.1 Follow Your Corporate HR Policy", " 31.1.2 Remove Physical Access", " 31.1.3 Remove Remote Access", " 31.1.4 Remove Service Access", " 31.1.5 Fewer Access Databases", " 31.2 The Icing", " 31.2.1 A Single Authentication Database", " 31.2.2 Monitoring System File Changes", " 31.3 Conclusion", " Exercises", "Epilogue", "Appendix A. The Many Roles of a System Administrator", "Appendix B. What to Do When . . .", "Appendix C. Acronyms", "Bibliography", "Index".

Uundværlig bog for systemadministratorer.… (mere)