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| 2 : | EXERCISE 3: workplace management | ||
| 3 : | |||
| 4 : | This exercise asks you to think about your experiences in the lab from | ||
| 5 : | the viewpoint of organization and logistics. Not all of the questions | ||
| 6 : | below relate to things that you have done in the lab. This question | ||
| 7 : | asks you to think beyond your immediate experience and to extrapolate | ||
| 8 : | what you have learned. We shall return to some of these points in the | ||
| 9 : | course work next semester. | ||
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| 11 : | Imagine that you are working for an organization that has about 1000 | ||
| 12 : | users (something like the Faculty of Engineering). For each of the | ||
| 13 : | following points, please describe, in a few sentences, how your | ||
| 14 : | experiences of working in the lab would guide you in organizing or | ||
| 15 : | deciding the following at your organization: | ||
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| 18 : | 1. Working in teams (problems/benefits - how to avoid problems and reap benefits). | ||
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| 20 : | 2. Classifying problems into different services, with different | ||
| 21 : | priorities. | ||
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| 23 : | 3. Defining what users can expect of you (about the level of service | ||
| 24 : | that you provide). This is sometimes called a Service Level Agreement | ||
| 25 : | and it is a contract between you and your users, so it should leave | ||
| 26 : | room for the uncertainties in your estimate of what you can do, | ||
| 27 : | otherwise users will complain. | ||
| 28 : | |||
| 29 : | 4. Creating a user help-desk to solve problems for users. | ||
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| 31 : | 5. Planning changes in the infrastructure of your | ||
| 32 : | organization. e.g. Trying out new technologies. | ||
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| 34 : | 6. Budgeting (planning the finances) of your department. | ||
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| 36 : | 7. Designing your system with "agility", i.e. the ability to adapt and | ||
| 37 : | change at short notice. | ||
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| 39 : | 8. Balancing the load on resources by offering guidelines to users as | ||
| 40 : | to how they should use the system. e.g. no downloads during peak | ||
| 41 : | hours. | ||
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| 43 : | 9. Mapping out the dependencies (possible fault causes) of a system. | ||
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| 45 : | 10. Planning the balance between proactive and reactive support. | ||
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| 49 : | Finally, comment on the following quote from Microsoft: | ||
| 50 : | |||
| 51 : | "You cannot manage what you cannot measure" |
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