nanog mailing list archives
Re: Tiered operations support
From: Miles Fidelman <mfidelman () meetinghouse net>
Date: Fri, 23 Aug 2019 16:23:01 -0400
Both of those would be my first reactions. Or... depending on how "not professional" your staff is, you might consider sending them out for some training, or bringing someone in to do some training. Heck, you could challenge your your staff with "ok team, go figure out a more mature approach." Miles Fidelman ---harbor235 () gmail com wrote: Maybe you want some of them to leave, if they're "not a professional organization". Get some fresh folks from professional minded organizations and see if the others quit being reactionary only and step up their game. and On 8/23/19 2:47 PM, Clayton Zekelman wrote:
Find a new job. At 02:40 PM 23/08/2019, harbor235 wrote:Hi noggers, First some background;I have inherited a real-time services delivery infrastructure that while technically functional is absent of a wworking tiered operational support structure. In addition, the infrastructure was not implemented with technology best practices and has some remaining single points of failure. T3/engineering handles engineering, operational support, testing, and development. T1 and T2 perform some tasks but not what is expected of a traditional support structure, As we are attempting to scale our program our limitations are obvious.We are trying to scale the program and need to remedy all single points of failure and implement technical and management best practices. While we try to remedy all of the above, our customer expects routine capability enhancements.Question(s)1) how to pivot to a tiered operational support structure and set expectations for each tier level. How do I do that without having my entire staff leave? Â Â Â Â Â Â Current staff is not a professional organization and are used to a purely reactive state.2) ITIL process are great and we have started to implement what makes sense but I need a operational support stucture/model to support and manage this effort.3) How do you manage your engineering and operational projects? Currently I am using Excel for all projects short and long term and also use a seperate spreadsheet for my short term project sprints? Basic project tracking with no mature processes involve.How are you pulling this all together?I would like to hire key positions that can bring essential capabilities to my project but I am limited hiring new staff.thoughts, suggestions Mike
-- In theory, there is no difference between theory and practice. In practice, there is. .... Yogi Berra Theory is when you know everything but nothing works. Practice is when everything works but no one knows why. In our lab, theory and practice are combined: nothing works and no one knows why. ... unknown
Current thread:
- Tiered operations support harbor235 (Aug 23)
- Message not available
- Re: Tiered operations support Clayton Zekelman (Aug 23)
- Re: Tiered operations support Miles Fidelman (Aug 23)
- Re: Tiered operations support Joshua Miller (Aug 23)
- Re: Tiered operations support harbor235 (Aug 23)
- Re: Tiered operations support Clayton Zekelman (Aug 23)
- Message not available
- <Possible follow-ups>
- Re: Tiered operations support Scott Weeks (Aug 23)