- Ten Commandments for Building a "World-Class" Infrastructure
- Thou shalt measure customer satisfaction.
- Thou shalt structure and mentor thy organization to focus on Reliability, Availability, and Serviceability (RAS).
- Senior IT management must focus at least 50% of their time, resource, and budget on organization, people, and process initiatives.
- Honor thy mainframe disciplines, and keep them holy—but keep out the bureaucracy!
- Keep all production systems equal in the eyes of the IT staff.
- Thou shalt maintain centralized control for infrastructure standards and processes.
- Thou shalt design the infrastructure as an internal XSP.
- Thou shalt build an attractive, cost-effective, and flexible IT infrastructure and thy customers will come.
- Measure all; verily, you cannot manage what you do not measure.
- Harris Kern's Enterprise Computing Institute
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IV. Senior IT management must focus at least 50% of their time, resource, and budget on organization, people, and process initiatives.
People and process initiatives/issues are rarely addressed. Organizational issues are occasionally addressed, especially when transitioning to new management. Technology is addressed on a regular basis. However, there is never the time nor the resources to properly focus on organization, people, and process issues. Most IT executives know that the number one problem is not technology. It's organization, people, and process issues. Therefore, departmental goals and incentive bonus plans should include these initiatives.
At just about every organization we visit, the CIO states that no money is allocated in the annual budget for these types of initiatives. We beg to differ; in the shops we've helped implement processes, that same excuse was used initially, but in every case the funding mysteriously appeared.