30.1. Make everyone happy
System administration is a service industry, and both people and computers are the recipients of that service. Some more technically focused administrators seem to be under the impression that the users of their systems are little more than nuisances who get in the way of real work. That’s an unhelpful and inaccurate viewpoint; our job is to provide users with the IT infrastructure they need to do their work efficiently and reliably.
We’ve all been on the other side of the help desk at some point in our career. So put yourself in your customers’ shoes: what was the experience like, and what would you have changed?
Users are happy when
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Their computers are up and running and they can log in.
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Their data files ...
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