When IT is in Crisis

We often get asked to help companies return their environment to stability.  Companies can erode customer good will and lose business with extended or recurring IT issues.

When IT organizations find themselves in crisis, digging out can be difficult. 

We’ve covered stability issues in the past, in two posts “The Insanity Must Stop” and “Change Management.”  For a company to reach out for help indicates strength.

Why strength?

Weak organizations will continue to try an solve the issue.  When “really bad,” this often takes a toll on staff.  People make mistakes when they are tired.  Engaged management sets ego aside and asks for (ultra-confidential) assistance.

A strong organization will recognize a fresh perspective is often needed to objectively understand the situation and make positive strides.

We deploy a team of experienced professionals (20+ years) with interdisciplinary perspectives, including:

• Process Analysis – to review processes for issues, particularly in the change and configuration management space (often weak change processes can cause instability.)
• Data Analysis – to gain a perspective from any ticketing system (such as BMC Remedy, ServiceNow, CA Service Desk Manager) or error logs.
• Interviewing – To collect data from the front lines. 
• Subject Matter Expert – if the client appears to be having issues in a single technical discipline, we bring a Subject Matter Expert in this discipline.

We do a time boxed assessment, limiting ourselves for a first pass.  We use our methodology of SCAN-FOCUS-ACT-CONFIRM:

• Scan – Rapid, high-level, holistic assessment identifying areas for further research. During the scan phase, conceptual models are established, risks and opportunities are identified
• Focus – Targeted analysis detailing opportunity and risk areas. Areas are scrutinized and evaluated thoroughly.
• Act – Execute action plans delivering solid results using client’s staff, vendors, and third-party consultants.
• Confirm – Assure deliverables achieved the desired business impact, reentering the process if needed.

The S-FAC methodology originated with MG Taylor’s Scan-Focus-Act model with a goal of a swift assessment, followed by a focused effort and action. Harvard Partners added the Confirm step as we believe validating results achieving the intended business goal is critical.

In a production stability assessment, we do a quick SCAN developing a list of FOCUS areas for further investigation.  We do this in a week to two weeks (of really long, completely intense days.)

At the end, we are able to produce an assessment with actionable steps to be “ACTED” on by the company, either independently or with our ongoing participation.

Can companies do this analysis on their own?  Of course, and we find companies doing it every day.  When companies need a fresh perspective to get them over the hump, external views are often vital.

Can companies spend more time on analysis?  Yes.  Lots longer.  We simply believe in staunching the bleeding quickly, and then taking more time for further analysis.

What thorny IT issues have you experienced?