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Error 404--Not Found

Error 404--Not Found

From RFC 2068 Hypertext Transfer Protocol -- HTTP/1.1:

10.4.5 404 Not Found

The server has not found anything matching the Request-URI. No indication is given of whether the condition is temporary or permanent.

If the server does not wish to make this information available to the client, the status code 403 (Forbidden) can be used instead. The 410 (Gone) status code SHOULD be used if the server knows, through some internally configurable mechanism, that an old resource is permanently unavailable and has no forwarding address.

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Fave raves

By Sandra Gittlen, Network World, 02/27/06

BMC Software's Remedy Help Desk

IN THIS ARTICLE

CIO, Priceline: Primavera
IT director, University of Connecticut: Enterprise Policy Manager
IT director, Lucasfilm Entertainment: Remedy Help Desk
IT director, Costello & Sons Insurance: Mimosa NearPoint Server
IT director, Pentair: WebInspect
Kevin Clark
• Title: Director of IT operations, Lucasfilm Entertainment, in San Rafael, Calif.
• Years in networking: 15

In our Linux environment, there aren't a lot of off-the-shelf products we can use. However, the Remedy Help Desk application is great at helping us identify and track issues appropriately. It also lets us communicate out to users, and it's going to be extremely important as we move forward.

We purchased the tool about a year ago. The intent was to better monitor and manage issues across IT - not only from end users but ones we find internally. The goal is now to use the product to help us adopt a stronger change-management philosophy.

Remedy holds us more accountable, because customers have access to this tool as well. A customer can open a trouble ticket on his own and track it. If there's a critical issue that hasn't been addressed for 15 minutes, our team will automatically be notified.

IT also uses it to make sure we're not stepping on each other's toes. We can see if people are working on similar projects. Before, we would never have an idea where we were in projects and what everyone was spending time on. It helps us track that information more effectively.

We want to find trends in trouble tickets and not be like the movie "Groundhog Day," doing the same thing over and over again. For instance, a user might call in to the service desk because he is having trouble with a password. If the [technicians] aren't communicating, then they'll just reset the password and move on. However, if you see [via the application] that 10 or 15 people are having problems with their passwords in a matter of minutes, then you know there is a bigger problem, and you can quickly address it. While the tool won't fix the problem, it allows us to manage the process that leads to fixing the problem.

< Previous story: Mimosa Systems' Mimosa Nearpoint server

Next story:SPI Dynamics' WebInspect >

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Copyright 2008 Network World Inc.

Related links

Remedy readying update to IT Service Management
05/21/03

BMC acquires knowledge mgmt. company
08/30/05

BMC syncs up management tools
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