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IT's Seven Deadly Sins


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By Brian P. Watson on 2010-01-12

Running an effective, efficient IT operation is no easy task.
Chris Oleson (an IT manager), Mike Hagan (an IT executive) and Christophe DeMoss (a national consultant) co-authored "Achieving IT Service Quality: The Opposite of Luck" (Synergy Books, 2009). This is their take on the seven biggest mistakes IT leaders make in running their shops - and what they can do to correct them.

 

  • Deadly Sin #1: Over-reliance on Availability as a Quality Metric
    People yell the loudest when their app is down, but there are other areas that deserve focus.
  • Deadly Sin #1: Over-reliance on Availability as a Quality Metric
    Other key areas:
    -Response times: Slow apps can harm the business and can be tricky to detect and resolve.
    -Error rates: 99% error-free transactions isn't good enough.
    -Scalability: System strain will increase, which could translate into availability problems.
  • Deadly Sin #1: Over-reliance on Availability as a Quality Metric
    Solutions:
    -Get out in front of problems and make sure the business understands that you are looking out for them.
    -Project the future business load and have a scalability plan.
  • Deadly Sin #2: Assuming that No News is Good News
    -If no one complains, but you don't know how healthy your systems are, you're in trouble.
    -Customers may be too angry, busy or confused to bring up issues.
  • Deadly Sin #2: Assuming that No News is Good News
    Solutions:
    -Know all key elements of your systems (availability, response times, etc.).
    -Thorough reporting each month (if not more often).
    -Keep your IT team apprised of systems status.
  • Deadly Sin #3: Under-Utilizing Charts, Graphs to Understand Key Trends
    -Problems can be missed when you rely only on tables or text.
    -Graphs illustrate long-term system behavior trends.
  • Deadly Sin #3: Under-Utilizing Charts, Graphs to Understand Key Trends
    Solutions:
    -Analyze your quality metrics month over month.
    -Show off your successes.
  • Deadly Sin #4: Hoping Unresolved Problems Won't Reoccur
    -Systems don't always work correctly.
    -Flukes will continue if not addressed.
  • Deadly Sin #4: Hoping Unresolved Problems Won't Reoccur
    Solutions:
    -Monitor and track incidents.
    -Analyze root causes.
    -Fix problems to prevent them from reoccurring.
  • Deadly Sin #5: Relying Upon Firefighting and Heroics
    -Too often, leaders shower worship on problem-solvers.
    -This focus on firefighting can inhibit smooth operations
  • Deadly Sin #5: Relying Upon Firefighting and Heroics
    Solutions:
    -Continue to praise your smoke jumpers.
    -Incent and reward stability.
  • Deadly Sin #6: Allowing New Functionality to Trump Production Quality
    -Too many companies sacrifice quality for improved time to market.
    -Many don't know when to pull the brake on projects.
  • Deadly Sin #6: Allowing New Functionality to Trump Production Quality
    Solutions:
    -Keep track of the volume of changes and make sure partners understand them.
    -Negotiate your own production; if you own production, you are empowered to influence.
  • Deadly Sin #7: No Specific Quality Improvement Goals for 2010
    -This is the biggest sin of all.
  • Deadly Sin #7: No Specific Quality Improvement Goals for 2010
    Solutions:
    -Meet with business leaders each month.
    -Convene all-hands meetings each quarter to keep pushing forward.
    -Carefully choose reasonable targets in each of the quality areas.