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So we left Chris with his BAU hard hat on and a Starbucks coffee in one hand, a Compaq screw driver in the other.

So  what does Johnny our application support/delivery manager want? We’ll need to see..

What are your core requirements, what’s on your mind?

• Improving performance and availability of our applications. Now increasingly we’re getting questioned not only on price, but on the availability, the reliability of our applications when bidding for business.
• I want more ownership of my systems and involvement so that I can see that they’re being tuned, managed and delivered in line with my business needs.
• I want greater transparency in costs, to be able to decide what is needed and what we can remove. 
• I want to be moving to next generation systems where everything is more stable, scalable and reliable, where we can deliver a next generation application, where my team can do the code releases and roll them back without involving many teams.
• I want to be able to decide what infrastructure, what layered applications we use, to manage costs and delivery.
• I want to run my systems, but I don’t necessarily want the nuts and bolts, building servers, security patching, firmware doing stuff.

What are your barriers to delivery?

• IT reluctant to give up control
• IT can be too organizationally top heavy, too many layers of bureacracy to go through
• It can be difficult to get a state of the infrastructure – what servers I have, what their specifications are etc
• Issues relating to buying in services, or even making purchasing decisions can be made difficult – is there really a reason why I couldn’t for example buy a Cell/B.E based server other than “we don’t buy them type servers here”
• A centralized support portal so the support teams and layers communicate to minimize disruption and ensure everything stays online
• The number of teams we have to communicate just to upgrade something – again one of the reasons, I want us to run the infrastructure – it can’t be that hard
• Lack of parity between how the individual IT teams behave in relation to what a change is, who owns what, responsibilities and delivery – especially in simple things like chasing help desk calls.

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