When a business solution is deployed by someone who isn't in IT, your department may be left out of the loop. Here are some key concerns you'll want to address to make sure IT can meet its responsibilities effectively.
Every technology infrastructure is likely to have at least one system that's provided by a business solutions vendor that doesn't have an IT focus. Automated serialisation, specialised engineering solutions, precision calibration machines, specialty applications -- the list goes on and on. Of course, this solution is on a computer, maybe on your network, and it helps your business execute its tasks. But the technician who provided the solution isn't an IT person, which can make your job a little tricky. Asking the following questions will help ensure that you can (with minimal effort) address your needs and concerns about the technology being implemented.
1: How do you back this thing up?
Ask this one first. If the solution runs on a computer, you need an answer to this question. Make the representative train you on the backup procedure AND the restore procedure. It goes without saying that you must have a strong backup and restore procedure, but when someone else implements the solution, you may not have much say in how (or if) IT standards are applied to the solution.
Also push for a cold secondary system, if that works in the plan for the solution being implemented. Having a parallel environment (though possibly with stale data) is a plus in this situation, because there's a test environment and a complete spare parts inventory, which will extend the life of the solution.
2: What are my support channels?
Get phone numbers, e-mail addresses, and Web site links. Label the system to clearly identify the chain of support. For example, you might apply a label that says, "Call Jim in Engineering first, then XYZ vendor support at 1800-555-1212."
Be sure to document all subscriber numbers, customer numbers, or relevant identifiers for your account and organisation. Also nail down the terms of the support -- a one-year warranty, unlimited support forever, etc. Most important, get a clear definition of what the deliverables are for the support you'll be receiving. Is there an onsite technician or telephone-only support? Are there response-time guarantees?
3: Who owns this equipment?
When solutions are delivered, Engineering, Manufacturing, Distribution Warehousing, or other groups may not coordinate with IT to clarify important issues of ownership. For instance, your organisation may be purchasing a laser plasma cutter, but it has a computer to input the calibration codes -- and Engineering doesn't coordinate this entrant device with IT.
Clearly identifying who owns the equipment does the following:
- Establishes the support sequence of events
- Answers any questions about what happens to the equipment should it be decommissioned
- Sets the priority on whose needs are to be met
4: Who owns this solution?
Within your organisation, determine who is the owner of this solution and the backup individual(s). Ensure that these individuals can support the system for the most part on the first level. Make a concerted effort to define IT's role in the solution (if any).
5: What communication does this system need?
Does this system need TCP/IP network connectivity, a modem, special serial connections? If so, outline what the system talks to and how it provides its results. If possible, implement an "island" network that's not uplinked to any other segment on your network. This will reduce the risk of viral infection.
If there's a special connection -- such as the feed to that laser plasma cutter -- make sure there's a label on each end describing its role. Also make sure that the operators and functional area administrators are aware of this connection.
