Monday, December 20, 2004

The IT staff that leaves at 5pm

Originally published 12/17/04

URL: The IT staff that leaves at 5pm

I'm sorry, I haven't heard the important word, yet. And the word is? Expectation.

As an IT leader I believe there are really only two issues that need to be addressed in this scenario. Is the Mail Server down and who is going to fix it?

My expectation? 24x365^2

Ok, the 24x365 is rather self explanitory but for those unfamiliar let me elaborate. IT operations, big ones, small ones and even tiny ones must be operational 24 hours a day, 365 days a year. This is not optional. The system that is broken at 3:AM will be the same system that is broken at the start of business at 8:AM. When should it be fixed? When it is broken, not when it is "convenient"!

But what about that "^2"? What does that mean? My expectation is that any IT person worth their salt must be responsible for self improvement and personal development. In what other industry is technological evolution happening at the "speed of thought"? (Thanks Bill G.) In what other industry is "hurry-up-and-wait" any more prevalent? During the wait time my expectation is that IT personnel are growing. They are engaged in R&D, Information Gathering, Position Building/Clarification, Experimentation and Innovation.

IT personnel are expected to keep systems up 24x365 _AND_ they are resourced to keep up with IT(^2).

. . .