Technology Support: How Do You Manage?

by Stephen J. Andriole

Everything you buy, you have to support -- or hire someone else to support. That's the problem with buying and deploying lots of stuff: it all needs attention. To make your support dollars effective, there are a number of things that you need to know. For example, you must know all that you have in your infrastructure: laptops, desktops, servers, PDAs, minicomputers, mainframes, communications network, routers, switches, business applications, and messaging applications. You must know what skill sets in your organization are for supporting and transforming your infrastructure. You need to know what it costs to run your infrastructure, the return on your infrastructure investments, and your total cost of ownership of infrastructure gear. You must know what processes define your infrastructure support, how you acquire hardware and software, how you administer passwords, when you upgrade software, who works the help desk, and how applications are tested prior to deployment.

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Technology Support: How Do You Manage? June 2002