The Practice of System and Network Administration
暫譯: 系統與網路管理實務

Thomas A. Limoncelli, Christina J. Hogan

The Practice of System and Network Administration

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Description

Students need to know more than just what command to type to become a successful system administrator. This unique book discusses the fundamentals of the craft, and how to think about the problems that are posed. Through real-world examples the authors discuss the models that experienced system and network administrators use, but rarely document. From a series of philosophical and practical points, the authors, in mentor-like fashion, build a set of larger guides and teach how to think like an experienced sys admin. The "What To Do When" section will b of immense utility when students grapple with the many-sided issues faced in system and network administration. Students will gain an understanding of the role and responsibilities of the profession and learn the technical skills that are critical to the success of a system and network administrator.

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Table Of Contents

Preface.
Acknowledgments.
About the Authors.
Introduction.
Do These Now!
Use a Trouble-Ticket System.
Manage Quick Requests Right.
Start Every New Host in a Known State.

Conclusion.

I. THE PRINCIPLES.

1. Desktops.
The Basics.
Loading the System Software and Applications Initially.
Updating the System Software and Applications.
Network Configuration.
Dynamic DNS with DHCP.

The Icing.
High Confidence in Completion.
Involve Customers in the Standardization Process.
A Variety of Standard Configurations.

Conclusion.

2. Servers.
The Basics.
Buy Server Hardware for Servers.
Vendors Known for Reliable Products.
Does Server Hardware Really Cost More?
Maintenance Contracts and Spare Parts.
Data Backups.
Servers Live in the Data Center.
Same, Different, or a Stripped-Down OS on Clients.
Remote Administration Access.
Mirrored Root Disks.

The Icing.
Server Appliances.
Redundant Power Supplies.
Full and n + 1 Redundancy.
Hot-swap Components.
Separate Networks for Administrative Functions.

Opposing View: Many Inexpensive Workstations.
Conclusion.

3. Services.
The Basics.
Customer Requirements.
Operational Requirements.
Open Architecture.
Simplicity.
Vendor Relations.
Machine Independence.
Environment.
Restricted Access.
Reliability.
Single or Multiple Servers.
Centralization and Standards.
Performance.
Monitoring.
Service Rollout.

The Icing.
Dedicated Machines.
Full Redundancy.

Conclusion.

4. Debugging.
The Basics.
Learn the Customer's Problem.
Find the Problem's Cause and Fix It.
Have the Right Tools.

The Icing.
Better Tools.
Formal Training on the Tools.
End-to-End Understanding of the System.

Conclusion.

5. Fixing Things Once.
The Basics.
Fix Things Once, Rather Than Over and Over.
Avoid the Temporary Fix Trap.
Learning from Carpenters.

The Icing.
Conclusion.

6. Namespaces.
The Basics.
Namespaces Need Policies.
Namespaces Need Change Procedures.
Namespace Management Should Be Centralized.

The Icing.
One Huge Database That Drives Everything.
Further Automation.
Customers Do Many of the Updates.
Next-Level Namespace Ubiquity.

Conclusion.

7. Security Policy.
The Basics.
Build Security Using a Solid Infrastructure.
Ask the Right Questions.
Document the Company's Security Policies.
Basics for the Technical Staff.
Management and Organizational Issues.

The Icing.
Make Security Pervasive.
Stay Up-to-Date: Contacts and Technologies.
Produce Metrics.

Organization Profiles.
Small Company.
Medium-Size Company.
Large Company.
E-commerce Site.
University.

Conclusion.

8. Disaster Recovery and Data Integrity.
The Basics.
What Is a Disaster?
Risk Analysis.
Legal Obligations.
Damage Limitation.
Preparation.
Data Integrity.

The Icing.
Redundant Site.
Security Disasters.
Media Relations.

Conclusion.

9. Ethics.
The Basics.
Informed Consent.
Professional Code of Conduct.
Network/Computer User Code of Conduct.
Privileged Access Code of Conduct.
Copyright Adherence.
Working with Law Enforcement.

The Icing.
Setting Expectations on Privacy and Monitoring.
Being Told to Do Something Illegal/Unethical.

Conclusion.

II. THE PROCESSES.


10. Change Management and Revision Control.
The Basics.
Technical Issues.
Communications Structure.
Scheduling.
Process and Documentation.
Quiet Times.

The Icing.
Automated Front-Ends.
Change Management Meetings.
Streamline the Process.

Conclusion.

11. Server Upgrades.
The Basics.
The Steps in Detail.

The Icing.
Add and Remove Services at the Same Time.
Fresh Installs.
Reusing the Tests.
System Changelog.
A Dress Rehearsal.
Install Old and New Versions on the Same Machine.
Minimal Changes From the Base.

Conclusion.

12. Maintenance Windows.
The Basics.
Scheduling.
Planning.
Flight Director.
Change Proposals.
The Master Plan.
Disabling Access.
Mechanics and Coordination.
Deadlines for Change Completion.
Comprehensive System Testing.
Postmaintenance Communication.
Re-enable Remote Access.
Visible Presence the Next Morning.
Postmortem.

The Icing.
Mentoring a New Flight Director.
Trending of Historical Data.
Providing Limited Availability.

High-Availability Sites.
The Similarities.
The Differences.

Conclusion.

13. Service Conversions.
The Basics.
Small Groups First, Then Expand Communication.
Minimize Intrusiveness.
Layers Versus Pillars.
Avoid Flash-Cuts.
Successful Flash-Cuts.
Back-Out Plan.

The Icing.
Instant Roll-Back.
Avoid Explicit Conversions.
Vendor Support.

Conclusion.

14. Centralization and Decentralization.
The Basics.
Guiding Principles.
Candidates for Centralization.
Candidates for Decentralization.

The Icing.
Consolidate Purchasing.
Outsourcing.

Conclusion.

III. THE PRACTICES.


15. Helpdesks.
The Basics.
Have a Helpdesk.
A Friendly Face.
Staff Sizing.
Defined Scope of Coverage.
Defined Processes for Sta.
An Escalation Process.
Helpdesk Software.

The Icing.
Statistical Improvements.
Out of Hours and 24 x 7 Coverage.
Better Advertising for the Helpdesk.
Different "Desks" for Service Provision Versus Problem Resolution.

Conclusion.

16. Customer Care.
The Basics.
Ticket Tracking Software.
Phase A: The Greeting.
Phase B: Problem Identification ("What's Wrong?").
Phase C: Planning and Execution ("Fix It").
Phase D: Verification ("Verify It").
Perils of Skipping a Step.
Team of One.

The Icing.
Training Based on the Model.
The Single Point of Contact.
Increasing Customer Familiarity.
Special Announcements for Major Outages.
Trend Analysis.
Customers That Know the Process.
Architectural Decisions That Match the Process.

Conclusion.

17. Data Centers.
The Basics.
Picking a Location.
Access.
Security.
Power and Air.
Fire Suppression.
Racks.
Wiring.
Labeling.
Communication.
Console Servers.
Workbench.
Tools and Supplies.
Parking Spaces.

The Icing.
Greater Redundancy.
More Space.

Ideal Data Centers.
Tom's Dream Data Center.
Christine's Dream Data Center.

Conclusion.

18. Networks.
The Basics.
The OSI Model.
Clean Architecture.
Network Topologies.
Intermediate Distribution Frame.
Main Distribution Frame.
Demarcation Points.
Documentation.
Simple Host Routing.
Use Network Devices.
Overlay Networks.
Number of Vendors.
Standards-Based Protocols.
Monitoring.
Single Administrative Domain.

The Icing.
Leading-Edge Versus Reliability.
Multiple Administrative Domains.

Conclusion.

19. Email Service.
The Basics.
Privacy Policy.
Namespaces.
Reliability.
Simplicity.
Generality.
Automation.
Basic Monitoring.
Redundancy.
Scaling.
Security Issues.
Communication.

The Icing.
Encryption.
Backup Policy.
Advanced Monitoring.
High-Volume List Processing.

Conclusion.

20. Print Service.
The Basics.
Select the Level of Centralization.
Print Architecture Policy.
Designing the System.
Documentation.
Monitoring.
Environmental Issues.

The Icing.
Automatic Fail-Over and Load Balancing.
Dedicated Clerical Support.
Shredding.
Dealing with Printer Abuse.

Conclusion.

21. Backup and Restore.
The Basics.
Three Reasons for Restores.
The Backup Schedule.
Time and Capacity Planning.
Consumables Planning.
The Restore Process.
Backup Automation.
Centralization.
Tape Inventory.

The Icing.
Firedrills.
Backup Media and Off-Site Storage.
High DB Availability.
Technology Changes.

Conclusion.

22. Remote Access Service.
The Basics.
Remote Access Requirements.
Define a Remote Access Policy.
Define Service Levels.
Centralization.
Outsourcing.
Authentication.
Perimeter Security.

The Icing.
Home Office.
Cost Analysis and Reduction.
New Technologies.

Conclusion.

23. Software Depot Service.
The Basics.
Understand the Justification.
Understand the Technical Expectations.
Set the Policy.
Selecting Depot Software.
Create the Process Manual.
A Unix Example.
A Windows Example.

The Icing.
Different Configurations for Different Hosts.
Local Replication.
Including Commercial Software in the Depot.
Handling Second-Class Citizens.

Conclusion.

24. Service Monitoring.
The Basics.
Historical Data.
Real-Time Monitoring.

The Icing.
Accessibility.
Pervasive Monitoring.
Device Discovery.
End-to-End Tests.
Application Response Time Monitoring.
Scaling.

Conclusion.

IV. MANAGEMENT.


25. Organizational Structures.
The Basics.
Sizing.
Cost Centers.
Management Chain.
Appropriate Skills.
Infrastructure Teams.
Customer Support.
Helpdesk.
Outsourcing.

The Icing.
Consultants and Contractors.

Sample Organizational Structures.
Small Company.
Medium Company.
Large Company.
E-commerce Site.
Universities and Non-Profit Organizations.

Conclusion.

26. Perception and Visibility.
The Basics.
A Good First Impression.
Attitude, Perception, and Customers.
Align Your Priorities with Customer Expectations.
Be the System Advocate.

The Icing.
The System Status Web Page.
Management Meetings.
Be Visible.
Town Meetings.
Newsletters.
Mail to All Customers.
Lunch.

Conclusion.

27. Being Happy.
The Basics.
Organizing for Excellent Follow-Through.
Time Management.
Communication Skills.
Constant Professional Development.
Staying Technical.

The Icing.
Learn to Negotiate.
Loving Your Job.
Managing Your Manager.

Further Reading.
Conclusion.

28. A Guide for Technical Managers.
The Basics.
Responsibilities.
Working with Nontechnical Managers.
Working with Your Employees.
Decisions.

The Icing.
Make Your Team Even Stronger.
Sell Your Department to Senior Management.
Work on Your Own Career Growth.
Do Something You Enjoy.

Conclusion.

29. A Guide for Nontechnical Managers.
The Basics.
Morale.
Communication.
Sta Meetings.
Look for One-Year Plans.
Technical Staff and the Budget Process.
Professional Development.

The Icing.
Have a Five-Year Vision.
Meetings with Single Point of Contact.
Understand the Technical Staff's Work.

Conclusion.

30. Hiring System Administrators.
The Basics.
Job Description.
Skill Level.
Recruiting.
TimingIs Everything.
Team Considerations.
Select the Interview Team.
Interview Process.
Technical Interviewing.
Nontechnical Interviewing.
Sell the Position.
Employee Retention.

The Icing.
Get Noticed.

Conclusion.

31. Firing System Administrators.
The Basics.
Follow Your Corporate HR Policy.
Remove Physical Access.
Remove Remote Access.
Remove Service Access.
Fewer Access Databases.

The Icing.
A Single Authentication Database.
Monitoring System File Changes.

Conclusion.

Epilogue.
Appendix A. The Many Roles of a System Administrator.
Appendix B. What to Do When . . .
Appendix C. Acronyms.
Bibliography.
Index. 0201702711T08072001


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商品描述(中文翻譯)

學生需要了解的不僅僅是輸入什麼指令才能成為成功的系統管理員。這本獨特的書籍討論了這項技藝的基本原則，以及如何思考所面臨的問題。透過真實世界的範例，作者探討了經驗豐富的系統和網路管理員所使用的模型，但這些模型卻很少被記錄下來。從一系列哲學和實用的觀點出發，作者以導師的方式建立了一套更大的指導原則，並教導如何像經驗豐富的系統管理員一樣思考。「當發生什麼時該怎麼做」的部分將在學生面對系統和網路管理中多方面的問題時提供極大的幫助。學生將了解這個職業的角色和責任，並學習對系統和網路管理員成功至關重要的技術技能。

目錄
- 前言
- 感謝
- 關於作者
- 介紹
- 現在就做這些！
- 使用故障單系統
- 正確管理快速請求
- 以已知狀態啟動每個新主機
- 結論

I. 原則
1. 桌面
- 基本知識
- 初始加載系統軟體和應用程式
- 更新系統軟體和應用程式
- 網路配置
- 使用 DHCP 的動態 DNS
- 附加內容
- 高完成度的信心
- 讓客戶參與標準化過程
- 各種標準配置
- 結論

2. 伺服器
- 基本知識
- 為伺服器購買伺服器硬體
- 以可靠產品聞名的供應商
- 伺服器硬體真的更貴嗎？
- 維護合約和備件
- 數據備份
- 伺服器位於數據中心
- 客戶端的相同、不同或精簡版作業系統
- 遠端管理訪問
- 鏡像根磁碟
- 附加內容
- 伺服器設備
- 冗餘電源供應
- 完全和 n + 1 冗餘
- 熱插拔元件
- 行政功能的獨立網路
- 反對觀點：許多便宜的工作站
- 結論

3. 服務
- 基本知識
- 客戶需求
- 操作需求
- 開放架構
- 簡單性
- 供應商關係
- 機器獨立性
- 環境
- 限制訪問
- 可靠性
- 單伺服器或多伺服器
- 集中化和標準
- 性能
- 監控
- 服務推出
- 附加內容
- 專用機器
- 完全冗餘
- 結論

4. 除錯
- 基本知識
- 了解客戶的問題
- 找出問題的原因並修復
- 擁有正確的工具
- 附加內容
- 更好的工具
- 對工具的正式培訓
- 對系統的端到端理解
- 結論

5. 一次修復
- 基本知識
- 一次修復，而不是重複修復
- 避免臨時修復的陷阱
- 向木匠學習
- 附加內容
- 結論

6. 命名空間
- 基本知識
- 命名空間需要政策
- 命名空間需要變更程序
- 命名空間管理應集中化
- 附加內容
- 一個驚人的數據庫驅動一切
- 進一步自動化
- 客戶進行許多更新
- 下一級命名空間的普遍性
- 結論

7. 安全政策
- 基本知識
- 使用穩固的基礎設施建立安全性
- 提出正確的問題
- 記錄公司的安全政策
- 技術人員的基本知識
- 管理和組織問題
- 附加內容
- 使安全性無處不在
- 保持最新：聯絡人和技術
- 產生指標
- 組織概況
- 小公司
- 中型公司
- 大公司
- 電子商務網站
- 大學
- 結論

8. 災難恢復和數據完整性
- 基本知識
- 什麼是災難？
- 風險分析
- 法律義務
- 限制損害
- 準備
- 數據完整性
- 附加內容
- 冗餘站點
- 安全災難
- 媒體關係
- 結論

9. 倫理
- 基本知識
- 知情同意
- 專業行為準則
- 網路/計算機使用者行為準則
- 特權訪問行為準則
- 版權遵循
- 與執法機構合作
- 附加內容
- 設定隱私和監控的期望
- 被要求做非法/不道德的事情
- 結論

II. 流程
10. 變更管理和版本控制
- 基本知識
- 技術問題
- 通訊結構
- 排程
- 流程和文檔
- 安靜時間
- 附加內容
- 自動化前端
- 變更管理會議
- 簡化流程
- 結論

11. 伺服器升級
- 基本知識
- 詳細步驟
- 附加內容
- 同時添加和移除服務
- 全新安裝
- 重用測試
- 系統變更日誌
- 彩排
- 在同一台機器上安裝舊版和新版
- 從基礎進行最小變更
- 結論

12. 維護窗口
- 基本知識
- 排程
- 計劃
- 飛行指揮
- 變更提案
- 總體計劃
- 禁用訪問
- 機械和協調
- 變更完成的截止日期
- 全面的系統測試
- 維護後的溝通
- 重新啟用遠端訪問
- 隔天早上的可見存在
- 事後分析
- 附加內容
- 指導新的飛行指揮
- 歷史數據的趨勢分析
- 提供有限的可用性
- 高可用性站點
- 相似之處
- 差異
- 結論

13. 服務轉換
- 基本知識
- 先小組，再擴大溝通
- 最小化干擾
- 層級與支柱
- 避免閃電切換
- 成功的閃電切換
- 回退計劃
- 附加內容
- 即時回滾
- 避免明確轉換
- 供應商支持
- 結論

14. 集中化與去中心化
- 基本知識
- 指導原則
- 集中化的候選者
- 去中心化的候選者
- 附加內容
- 整合採購
- 外包
- 結論

III. 實踐
15. 幫助台
- 基本知識
- 擁有幫助台
- 友好的面孔
- 員工規模
- 定義的覆蓋範圍
- 定義的員工流程
- 升級流程
- 幫助台軟體
- 附加內容
- 統計改進
- 非工作時間和 24 x 7 覆蓋
- 更好的幫助台廣告
- 服務提供與問題解決的不同「桌子」
- 結論

16. 客戶關懷
- 基本知識
- 故障單追蹤軟體
- 階段 A：問候
- 階段 B：問題識別（「發生了什麼？」）
- 階段 C：計劃和執行（「修復它」）
- 階段 D：驗證（「驗證它」）
- 跳過步驟的危險
- 單人團隊
- 附加內容
- 基於模型的培訓
- 單一聯絡點
- 增加客戶熟悉度
- 重大故障的特別公告
- 趨勢分析
- 知道流程的客戶
- 與流程匹配的架構決策
- 結論

17. 數據中心
- 基本知識
- 選擇位置
- 訪問
- 安全性
- 電力和空氣
- 防火
- 機架
- 配線
- 標籤
- 通訊
- 控制台伺服器
- 工作台
- 工具和用品
- 停車位
- 附加內容
- 更大的冗餘
- 更多空間
- 理想的數據中心
- Tom 的夢想數據中心
- Christine 的夢想數據中心
- 結論

18. 網路
- 基本知識
- OSI 模型
- 清晰架構
- 網路拓撲
- 中繼配電架
- 主配電架
- 劃分點
- 文檔
- 簡單的主機路由
- 使用網路設備
- 覆蓋網路
- 供應商數量
- 基於標準的協議
- 監控
- 單一管理域
- 附加內容
- 前沿技術與可靠性
- 多個管理域
- 結論

19. 電子郵件服務
- 基本知識
- 隱私政策
- 命名空間
- 可靠性
- 簡單性

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