[bcop] [ipv6-wg] BCOP presentation at RIPE meeting in Warsaw
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Benedikt Stockebrand
bs at stepladder-it.com
Tue Jun 10 14:11:25 CEST 2014
Hi Jan and lists, "Jan Zorz @ go6.si" <jan at go6.si> writes: > On 05/06/14 10:40, Jen Linkova wrote: >>> I think this is asking a bit too much to a first level helpdesk employee... >>> I don't know... >> >> Packet capture might be tricky as the user machine might not have any >> sniffer installed. >> However I believe we could expect even first level support engineer to >> be able to run >> the well-defined set of commands (such as traceroute, netstat and >> ifconfig) - they don't need to >> understand the output, just provide it while escalating. >> > > What do others think here? What is your experience with helpdesks and > their ability to perform this stuff? that really depends. I've seen first level supporters who wouldn't need this at such a level because they'd know how to do that anyway, and I've seen ones who would read whatever a flowchart says without understanding a single word. But what's worrying me more is if we can actually come up with a one-size-fits-all flowchart that is actually any use to anybody. It might well be that this turns out a completely futile exercise, but the only way to find that out is to actually give it a try. Cheers, Benedikt -- Benedikt Stockebrand, Stepladder IT Training+Consulting Dipl.-Inform. http://www.stepladder-it.com/ Business Grade IPv6 --- Consulting, Training, Projects BIVBlog---Benedikt's IT Video Blog: http://www.stepladder-it.com/bivblog/
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