Felicia stressed the importance of informed decision-making in technology services and products, and the need for involving skilled professionals in decision-making processes. She also discussed the longevity of structural furniture, the challenges in network switch installation, and the need for a formal procurement process in the IT department. Furthermore, she highlighted the issues with current wall-mount cabinets and open racks, the business impact of operations beyond regular hours, the need for proper equipment...
Felicia stressed the importance of informed decision-making in technology services and products, and the need for involving skilled professionals in decision-making processes. She also discussed the longevity of structural furniture, the challenges in network switch installation, and the need for a formal procurement process in the IT department. Furthermore, she highlighted the issues with current wall-mount cabinets and open racks, the business impact of operations beyond regular hours, the need for proper equipment maintenance, and the importance of having an on-site technical point of contact at every facility.
Action items
• Felicia recommends ensuring the IT department follows a defined procurement process with oversight from a technology executive.
• Felicia recommends establishing written requirements and standards for IT infrastructure like racks and cabinets.
• Felicia recommends implementing a policy for designating on-site technical contacts to handle basic equipment issues.
Summary
Informed Decision Making in IT Services
Felicia emphasized the importance of informed decision making in technology services and products, which is beneficial for all IT stakeholders. She pointed out the persistent negative financial impact caused by ill-informed decisions, often made by business leaders delegating to inexperienced internal IT departments. Felicia advocated for the involvement of skilled professionals, such as CTOs or senior architects, in decision-making processes to mitigate these adverse effects. She also cautioned against the common practice of selecting the cheapest bid as a decision-making criterion, highlighting it as a recipe for failure.
Structural Furniture Longevity and Design
Felicia discussed the longevity and durability of structural furniture, particularly cabinets and racks. She emphasized that these pieces, often made of steel, aluminum, glass, and possibly plastic, can last for decades if not physically damaged. Felicia argued that considering a 20-year life cycle for such hardware is a more realistic approach than starting from an acquisition cost requirement. She also highlighted the advantages of a four-post full floor standing cabinet over a two-post rack, especially for secure and critical infrastructure. Finally, she noted the importance of wheels in cabinets from a maintenance perspective and referred to cabinet design as an art form.
Felicia's Network Switch Installation and Maintenance Insights
Felicia shared her extensive experience and insights on the challenges and considerations in network switch installation and maintenance. She emphasized the preference for a 4-post configuration due to the weight and depth of modern switches, and the issues that may arise with alternative setups. Felicia also highlighted the importance of understanding the ramifications of equipment placement, sharing a troubling example of a poorly executed setup. She suggested ways to prevent such issues from occurring in the future.
Improper Procurement Process in IT
Felicia discussed the lack of a formal procurement process in the IT department, which leads to inefficient and often unnecessary purchases. She explained that the department, composed of individuals not highly proficient in business value justification or total cost of ownership articulation, often sourced items themselves using credit cards, without proper checks and balances. Felicia emphasized the need for a written requirements list to facilitate better decision-making and prevent the focus on apparent acquisition cost. She indicated that she would provide two examples to illustrate these points.
Addressing Inadequate Infrastructure and Procurement
Felicia discussed the recurring issues with the current wall-mount cabinets and open racks in the infrastructure, which were not deep enough to accommodate modern switches. She emphasized that this problem wasn't new and had been ongoing for at least a decade. Felicia pointed out that previous investments in these inadequate setups were essentially wasted, not just in terms of money but also project time and potential business unit outages. She underscored the need for an appropriate procurement process and oversight to avoid such issues in the future.
Managing Operations Outside Regular Hours
Felicia discussed the business impact of operations extending beyond regular business hours. She highlighted that this not only affects payroll and product but also has implications for business continuity outside of IT. Felicia emphasized that IT personnel, such as PC technicians and IT managers, often only consider their own needs, which differs from the perspective of a technology executive. She stressed the importance of a different mindset, drawing from her experience as a chief operating officer and service manager, to effectively manage a large number of remote offices.
Client's Server Outage Due to Unauthorized Access
Felicia shared a story about a client who opted not to spend $350 on an idrac enterprise card, a decision that led to a server issue causing an outage. She emphasized the importance of proper equipment maintenance and restricting unauthorized access to technology cabinets. Felicia pointed out that allowing staff without proper training or maintenance responsibilities to have access to such spaces can lead to unintentional damage, as seen in the case of the client where a staff member put a box on a server keyboard, causing an outage. She underscored the significance of having a mature policy in place regarding remote support and access to technology cabinets.
On-Site Technical Point of Contact Importance
Felicia stressed the necessity of having an on-site technical point of contact at every facility to handle minor technical issues. She used the example of rebooting cable modems, which she stated often require physical intervention and should not disrupt other equipment. Felicia also emphasized the importance of setting up the facilities in a way that allows easy access for the on-site technical point of contact to perform these tasks without causing further problems. She underscored that this is a common requirement and should be considered in the facility's setup.
Technology Executive's Role in Procurement
Felicia emphasized the importance of having a technology executive oversee procurement policies and standards in IT departments to ensure good outcomes. She highlighted that the IT department alone should not be making procurement decisions, as they often lack an understanding of the total cost of ownership. Felicia also rejected the idea that a dollar amount should be the sole determinant of procurement decisions, citing the potential for malware to compromise the system. She advocated for a designated technology executive to establish policies and standards, warning that failing to do so could lead to adverse financial outcomes for the organization.
For more information, review this resource about racks and cabinets.
https://www.qpcsecurity.com/2024/04/26/why-buy-racks-and-cabinets-from-qpc-security/
Peruse the value of vCISO services.
https://www.qpcsecurity.com/vciso-services/
