- Ten Commandments for Building a "World-Class" Infrastructure
- Thou shalt measure customer satisfaction.
- Thou shalt structure and mentor thy organization to focus on Reliability, Availability, and Serviceability (RAS).
- Senior IT management must focus at least 50% of their time, resource, and budget on organization, people, and process initiatives.
- Honor thy mainframe disciplines, and keep them holy—but keep out the bureaucracy!
- Keep all production systems equal in the eyes of the IT staff.
- Thou shalt maintain centralized control for infrastructure standards and processes.
- Thou shalt design the infrastructure as an internal XSP.
- Thou shalt build an attractive, cost-effective, and flexible IT infrastructure and thy customers will come.
- Measure all; verily, you cannot manage what you do not measure.
- Harris Kern's Enterprise Computing Institute
II. Thou shalt measure customer satisfaction.
IT must gauge customer satisfaction for every type of service provided to its customers. Once the service is rendered, customers must receive a simple point-and-click survey depicting the level of service provided. No questionnairesit must be a one-step process (okay, two, actuallypoint and click).