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This post follows on from the previous one about the BAU and investment split.

What are the benefits?

Removal of excuses on both sides – either resulting from workloads or poor planning/resourcing

Establish centers of excellence for each path:

• Projects continue to develop their own processes and best practice – engineer the build, continue improving the way we deploy servers, allocate storage or network connectivity
• Support teams do not get de-railed from their core task which is limiting outage and disruption to existing user base, focusing on stabilising the existing infrastructure

Establish clear lines of ownership and responsibilities for evolution of process or best practice

Manage workloads and identify issues in the project lifecycle in terms of budgets, resourcing or preparedness

What are the challenges?

De-skill team members in some repsects and can lead to complacency, server is down, but I’m investment, I don’t do support.

Can be inflexible at busy time periods from a resourcing viewpoint – I can only book the engineers I have access to even if Mike in the support team isn’t busy.

It can be easy for layers to occur in the team only Mike does DNS, Bill does hardware configuration and John does operating system load.

Different standards and ways of doing things – what is acceptable in the projects world might not be in production.

Easy for the two paths to go off in different directions due to different goals or objectives – projects don’t do support, support don’t do builds so neither know what the other do and what issues they are experiencing.

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