Last updated on Jul 12, 2024

Here's how you can effectively communicate and take responsibility for failures as a system administrator.

As a system administrator, you'll inevitably face moments when systems fail. It's not just about fixing the problem, but also how you communicate the issue and take responsibility. It's crucial to maintain transparency, use clear language, and provide updates as you work towards a resolution. Acknowledging the problem quickly and outlining your plan to address it can build trust with your users. Remember, your role is not only technical but also involves managing relationships with the people affected by the systems you oversee.

1 Own Up

When a failure occurs, the first step is to own up to the situation. Acknowledge the issue promptly and take responsibility, even if the fault doesn't lie entirely with you. This establishes credibility and trust, showing that you prioritize the well-being of the system and its users over personal pride. It's important to communicate what went wrong in a way that is understandable to non-technical stakeholders, avoiding jargon and focusing on the impact rather than the technical specifics.

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Darrell Frazier

Senior Information Technology Specialist
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It is of course best to communicate failures to chain of command, and if possible to have a solution or rollback to resolve a failure as soon as absolutely practicable. If you're in a position of trust and power, (such as a mid-level or senior infrastructure admin) having precipitated an outage, being open with a full accounting of before and during, say unexpected behavior with a configuration change will definitely incur understanding within the team. After action reports are crucial to close holes in the change management process, and to allow management to communicate to business units the information needed to calm customers.

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Pravesh Thakur

🖥 Senior System Administrator |🛠️2nd Line IT Support | 🎓 Microsoft Certified | 💼 Managed IT Services & Remote Support | 🚀 Maximizing Efficiency in IT Infrastructure
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As a system administrator, it's crucial to communicate effectively and take responsibility for any failures. Accept accountability for the issue without placing blame on others. This demonstrates professionalism and integrity.

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2 Explain Clearly

Once you've acknowledged the failure, it's vital to explain clearly what happened. Use plain language to describe the issue and its potential impact on users. Avoid technical lingo that might confuse stakeholders who lack your expertise. A clear explanation helps everyone understand the scope of the problem and sets realistic expectations for the resolution process. It also demonstrates your grasp of the situation, reinforcing trust in your ability to handle the crisis.

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Pravesh Thakur

🖥 Senior System Administrator |🛠️2nd Line IT Support | 🎓 Microsoft Certified | 💼 Managed IT Services & Remote Support | 🚀 Maximizing Efficiency in IT Infrastructure
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Provide a clear and concise explanation of the failure. Avoid technical jargon if speaking to non-technical stakeholders. By communicating effectively, you build trust and demonstrate your commitment to maintaining a reliable system.

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3 Update Regularly

Keeping stakeholders informed with regular updates is crucial when managing system failures. As you work on resolving the issue, provide timely progress reports. These updates should be concise and focused on what's been done, what's next, and any changes in the expected timeline. Regular communication prevents misinformation and anxiety, as users are less likely to speculate about the status of the fix if they are kept in the loop.

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Pravesh Thakur

🖥 Senior System Administrator |🛠️2nd Line IT Support | 🎓 Microsoft Certified | 💼 Managed IT Services & Remote Support | 🚀 Maximizing Efficiency in IT Infrastructure
(edited)
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As you work on resolving the issue, ensure that stakeholders receive regular progress updates. This helps them stay informed about the current status and the steps being taken to address the problem.

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4 Offer Solutions

After explaining the failure, it's time to offer solutions. Present a clear plan of action, detailing the steps you'll take to resolve the issue and prevent future occurrences. This can include both immediate fixes and long-term strategies to enhance system robustness. By offering solutions, you not only show your competence but also reassure users that measures are being taken to improve their experience and safeguard against similar issues down the road.

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Pravesh Thakur

🖥 Senior System Administrator |🛠️2nd Line IT Support | 🎓 Microsoft Certified | 💼 Managed IT Services & Remote Support | 🚀 Maximizing Efficiency in IT Infrastructure
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Outline the steps you will take to address the issue. This plan should include immediate fixes to mitigate the current problem and longer-term strategies to prevent similar issues in the future.

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5 Learn and Adapt

Learning from failures is as important as resolving them. Conduct a post-mortem analysis to identify the root cause and what could have been done differently. Share these findings with your team and discuss how to implement changes that will strengthen your systems. This demonstrates a commitment to continuous improvement and can be an opportunity for professional growth. By learning from mistakes, you help build a more resilient infrastructure.

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Pravesh Thakur

🖥 Senior System Administrator |🛠️2nd Line IT Support | 🎓 Microsoft Certified | 💼 Managed IT Services & Remote Support | 🚀 Maximizing Efficiency in IT Infrastructure
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-Review the events leading up to the failure, the response actions taken, and the outcomes. This analysis should aim to identify the root cause of the failure. -Based on the findings, develop and implement changes to strengthen your systems. -After implementing changes, monitor their effectiveness and review them regularly. -Use these experiences as opportunities for professional development. Reflect on what you’ve learned and how it can be applied to future challenges

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6 Support Users

Finally, don't forget to support your users throughout the ordeal. Provide them with workarounds or alternative solutions to minimize disruption. Be available to answer questions and address concerns they may have. Your support during a system failure not only helps alleviate user frustration but also reinforces the idea that you're a reliable resource committed to ensuring the best possible service, even in challenging times.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Alexander Dewolf

Senior Linux Engineer | Empowering Businesses with Scalable, Secure & Robust Systems
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First accept responsibility and document it so as to avoid repeating. Working with others come up with a plan to remediate and then preventative action. After remediating implement the prevention plan and monitor for effectiveness. Adjust as needed. Document all procedures.

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Here's how you can effectively communicate and take responsibility for failures as a system administrator.

1

2

3

4

5

6

7

1 Own Up

2 Explain Clearly

3 Update Regularly

4 Offer Solutions

5 Learn and Adapt

6 Support Users

7 Here’s what else to consider

System Administration

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Here's how you can effectively communicate and take responsibility for failures as a system administrator.

1

2

3

4

5

6

7

1 Own Up

2 Explain Clearly

3 Update Regularly

4 Offer Solutions

5 Learn and Adapt

6 Support Users

7 Here’s what else to consider

System Administration

Rate this article

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