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Welcome to the Frequently Asked Questions (FAQ page). Below, we have tried to answer the most common questions visitors to this our Web site may have. If you find that your question is not answered on this page, please email us bob.baird@sosltd.ca or call us in Alberta at 403 239-3340 or Saskatchewan at 306 729-4316.
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Q: Which disciplines are the most important to start with?
A: Since the issues are always around managing problems and it is well established that at least 80% of all problems are due to changes, then Change Management is usually number “1”. This leaves Problem & Incident Management as number “2”.
Q: Why Process-Driven Solutions?
A: The alternative is Technology-Driven Solutions. This is where many companies are today. These companies are also the ones that are always looking for a business problem to be solved by their new technology, instead of the other way around. There are very clearly defined processes in business to ensure the deliverables meet or exceed the requirements. Therefore if IT or IS is to become a valued part of a company, then it must use process-driven methodologies to work in sync with the business.
It is also a true fact that Technology-Driven Solutions are generally scrapped when new technology replaces it. Process-Driven solutions use technology as an enabler, but are independent of technology. This leaves the door open to understand, study and implement new technology without the fear of business outages.
Q: Why do you feel Systems Management is so important?
A: The primary reason for information systems is to provide IT services for company use. Users use applications and assume the infrastructure will always be there to support it, anywhere, anytime. The introduction of sophisticated business applications and real time transaction systems has elevated IT departments from a “nice to have” service to a “mission critical” function to ensure a business is viable.
This new emphasis ensures Systems Management to be extremely important.
Q: Why is Operations split out as a specific discipline?
A: Operations in the mainframe world became clearly defined over time. However, that clarity took many years and was only brought about due to the growing need for IT services. The distributed computing world is just emerging into that mission critical phase where systems are managed on a 7X24 schedule and computer operations clearly owns and manages that function.
Q: What Authority should Operations have in managing IT?
A: As IT services becomes more mission critical, it is clearly time to differentiate between Development, Test and Production. Development and Test should have their own sandboxes to play in, but Production should be protected at all costs. Operations would normally assume ownership and responsibility for this environment.
The only path from Development or Test into the Production World is via very strict Change Management. Consequently nothing is just tested in the Production environment and no changes are made in this environment without the knowledge and blessing of Operations.
Generally speaking, Operations should maintain total authority and responsibility for the Production environment, but should ensure specific technical tasks are performed by the experts in those areas.
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