2.2. Conclusion

The remainder of this book focuses on more lofty and idealistic goals for an SA organization. This chapter looked at some high-impact changes that a site can make if it is drowning in problems.

First, we dealt with managing requests from customers. Customers are the people we serve: often referred to as users. Using a trouble-ticket system to manage requests means that the SAs spend less time tracking the requests and gives customers a better sense of the status of their requests. A trouble-ticket system improves SAs ability to have good follow-through on users’ requests.