ABSTRACT
Would you consider buying a car if you had no idea whom to call when you had problems? That is the feeling users get in some corporations when they use telecommunications and computers. There are two aspects to maintaining a reliable system. The network (highways and secondary roads) should be monitored and maintained to a satisfactory level without user (driver) involvement. The end user devices and applications (automobiles) require a call from the user to request help from the customer service organization (auto repair shop). Keep this analogy in mind when trying to design and operate a network help desk.
