Bob Sneed
The problem is probably due to what such problems are usually due to.
For the large part...beleives root cause analysis is a waste of time and money.
Recommends Patterns and Anti patterns books.
AntiPatterns (Stuff we know doesn't work)
Description
Symptom
Consequences
How to fix it
Collecting Data
No data
Configuraiton
Appdata
Irrelevant
Mountains of Data
"Climb Every Mountain" -- Irrational Change Control Enforcement
"Monkey in the Middle" -- Uncooperative party between customer and 'right answer'
"Dueling Engagement Models"
More than I can succinctly and usefully indicate
The customer is not always right! (but we knew that)
The customer should know what is going on but the customer dictating what they think the problem
Translations
Customer will not give us requested data
"We do not have a good relationship"
"The customer will not follow our advice"
no good trust relationship
"customer will not cooperate, we've doone all we can do!"
work on soft skills
Summary: work on the relationship
Technical Antipatterns
Problems on EOL
(more I can't condense quickly)
Data Collection
Start with business problem
Check for bogus problem
Check config
Check resource
Who the Heck was William Dawes?
See Harvard Business Review 12/2005
Bob made a slide using his kids to discuss bug processing/submission.
Pass the Ball or Carry it?
Refferal
when, how to whom
Collab
when how with whom
Experts look for two things:
patterns: things you have seen before
can be a slide or a white-paper
things you have not seen before
no substitute for expertise
Bob's take:
Lowest cost sollution -- apply expert early (and often but only for new issues)
Define solution pass to assistant
Think Doctor and Physicians Assistant
A problem that can be understood can be addressed by the PA
Get an expert negotiator to convince a customer that "thing" has to happen, the 400K$ in lab work is not required to debug a simple config problem on a 1M$ system.
Resources
opensloaris.org
blogs
"Communities"
Computer Measurement Group
www.cmg.org
Oracle:
oaktable.net
hotsos.com
Cool Tools: cooltools.sunsource.net
GCCFSS gcc for sparc
Cool Stack Pre-compiled and SPARC-Optimized binaries
And More!
Books:
Solaris Internals
Solaris Performance and Tools
"Soft Skills"
"Getting to Yes"
"Optimizing Oracle Performance" Chapters 1-3
More books, not writing them all down ... Work on relationship skills (just do it)
Final Thoughts
Play position, pass the ball
Improve Skills
Work with Communities
Stay informed
Participate
Know your limits
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