Operations & Service Delivery

Conclusion: Direct dependencies between services represent one of the biggest mistakes in the adoption of a service oriented architecture. An event driven approach to service design and service orchestration is essential for increasing agility, for achieving reuse and scalability, and for simplifying application deployment. Complex Event Processing offers a gateway to simplicity in the orchestration of non-trivial service supply chains.

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Conclusion: One of the challenges faced by senior IT and non IT managers is how to encourage right use of IT resources by their staff? One option, favoured by many organisations, is to charge business units for the cost of IT services and make line management accountable for outcomes and astute use of IT resources. Whilst the option is fine in theory, it comes with a price. The effort needed to collect and allocate IT usage costs is not trivial and often leads management to ask whether it is worthwhile.

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Conclusion: When conceiving and designing new services, the primary focus of product managers and technologists is often on functionality, and adequate quality of service is largely assumed as a given. Similarly, from the perspective of a potential user of a new service – the user is mainly concerned about the functional fit of the service, and is prone to making implicit assumptions about quality of service based on brief experimental use of a service. The best service level agreements not only quantify quality of service, they also provide strong incentives for services provider and service users to cooperate and collaborate on continuous improvement.

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CIOs, architects and managers responsible for IT systems often wonder – how did we end up with this mess? There’s no decent documentation. No-one seems to be responsible for the apparent lack of any rational architecture. A lot of stuff is “due to historical reasons”. Of course this would never have happened under your watch, but now it’s your responsibility to make some sense out of it. If your system represents a substantial investment, it stands to reason that you’ll want to understand why it was designed the way it is before you take any radical action to change it.

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Conclusion: In spite of changes over the last decade the Microsoft Windows Server licensing is still rooted in the physical machine era of the ’90s. However, most organisations run the majority of their x86 workloads in virtual machines. Microsoft’s disconnect with the virtualisation realities of the last five years can result in licensing confusion. Organisations that choose the wrong licensing approach will either greatly over-spend on Microsoft licences or, more likely, not be compliant.

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Conclusion: Although net neutrality is neither credible nor a legitimate concept in the Australian telecommunications market, it carries commercial leverage. The new network architecture of NBN and the associated changes to the telecoms market regulation make it irrelevant. The ‘user pays’ principle of Quality of Service (QoS) should finally eliminate net neutrality.

Despite all the impending changes, the commercial and political leverage of net neutrality is too powerful to lose and will continue to stalk the telecoms market. For telecommunications providers and regulators the struggle will move to another plane. For end-users, individuals and organisations, it will require vigilance to ensure that the network is really open to everything and not armed with gatekeepers blocking access.

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Conclusion: All organisations are multilingual, and most, more so than may seem apparent on the surface. A systematic effort to minimise the likelihood and impact of communication problems can lead to significant cost savings, productivity improvements, and improvement of staff morale. Data quality, the quality of system integration, and the quality of product or system specifications often turn out to be the Achilles’ heel. It is a mistake to assume that the biggest potential for misunderstandings is confined to the communication between business units and the internal IT department. Whilst some IT departments could certainly benefit from learning to speak the language used by the rest of the business, the same conclusion applies to all other business units.

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Conclusion: The dimming of IT kudos can be exemplified in a number of ways including: IT not being invited to the table when strategic business decisions are made, then being assigned project work post factum; having IT solutions predetermined by those outside IT, then having to implement them; having phalanxes of IT people brought into the organisation from one of the major systems integration firms to deliver a major project, then subsequently having to support it. Almost without exception the behaviour and performance of the CIO and the IT organisation are the root cause of these events.

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Conclusion: As discussed in “Backup is not Archive!1 all IT organisations should evaluate the deployment of an archival platform to reduce storage costs and improve unstructured data management. Our 2008 survey found archiving in ANZ organisations to be immature and with many risks. A follow-up survey in 2011, and on-going client discussion, shows this situation has improved as evidenced by higher implementation success rates and customer satisfaction scores.

We found the products most commonly used in production were Symantec Enterprise Vault and Commvault Simpana. These products were very well rated by the organisations that used them while EMC on the other hand continues to struggle.

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