Part of Hints for Operating High Quality Services by Mark Verber
Very Very Early Draft 0.1 -- January 30, 2004

Improvement Process

You need to have metrics, track those metrics, and have processes in place to improve the metrics you are tracking.  Periodically you need to re-examine your metrics to determine if they are measuring what you think they are measuring, and to determine if they are still useful metrics to track.

Triage and Escalation

Change Management

Disaster Recovery

Project Management


Managing a Production Service, Geoff Halprin, White Page, SysAdm Group