Silo-ed Engineering and Development, Technology Management and Request Management

In a previous blog, I discussed what it means to manage in silos. Let’s now discuss the following types of silos in greater details:

  1. Siloed Engineering and Development
  2. Siloed Technology Management
  3. Siloed Request Management

Siloed Engineering & Development

In most established (not necessarily mature) IT organizations, there seems to be a damaging and common trend with regard to IT (application, software, network, mainframe, databases, and others) developments. You see a software development organization that is responsible for architecting, engineering, and developing new applications and/or new releases of existing applications. You may also see infrastructure engineering that is mandated to architect and engineer infrastructure-related components. What happens when applications are developed in a vacuum without engaging the infrastructure? When these applications are released into production, the infrastructure may not be designed to provide the capacity to ensure the response times and availability targets (warranty) as needed by the businesses. This mismatch causes unforeseen scenarios that, in most cases, lead to outages to critical business processes.

Siloed Technology Management

Each time a release is put into production, a “change” is introduced to the environment and, if not managed and governed appropriately, this leads to damaging outages. In most cases, we have more work and fewer resources. This is why prioritization plays such a key role in running a profitable business. In business enterprises where technology is managed in silos, one of the major challenges is that technology managers managing individual components are often managing those in a vacuum. For example, if network operations is operating in a silo, then chances are that network components are being managed at the respective component levels and without much insight into the role each component plays in the delivery of associated business services and which business processes are impacted if these are not managed appropriately.

Siloed Request Management

Imagine you call your cell phone service provider to change your service plan and you are advised to contact the billing department, account management, the network services department, and other departments that need to fulfill your request. You would likely change your service provider altogether. If you are running an internal IT organization, you want to think about your internal customers as “customers” and strategize, plan and manage the delivery of services appropriately. You need to manage IT as a business in order to truly align with the business needs, integrate with the business and emerge as a value-add business partner.

In my next blog, I will discuss the following types of silos:

  1. Siloed Reporting and Communication
  2. Siloed Vision and Leadership
  3. Siloed Supplier Management

To learn more about Learning Tree’s ITIL curriculum, click here.

Ahmad K. Shuja

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