Bladewatch.com

An interesting article talking about whether offshore call centers represent a risk, it’s talking in terms of financial and operational security, but I wonder if we could not say the same in terms of maintaining production. There’s no doubt that offshore helpdesks can be very effective and when given the right tools able to remotely provide all the support you need, however it is not the same as having teams on site, the ability to ‘be’ at the server, or interface directly with the application rather than through the lights out card or the application rather than the middleware/application code or database direct. We’ll have to see as the FSA, as regulations start being discussed in light of the market conditions recently, I wonder if we’ll see a change from one of do you have business continuity, to does your business continuity, there is a big difference between having an automatic failover available system and one that works in theory, providing the feeds are in place, that there is a clean application/middleware failover in specific orders – but then just how prepared are we to regulate – and who determines and signs off risk?

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