Discussion on:

10 questions to ask when a technology solution is deployed by non-IT staff

Has your department ever gotten stuck in the role of supporting a business solution when nobody thought to include IT in the deployment process? What were the major headaches that stood in the way of doing your job?

The most common issue I have seen is departments buying out of date software or hardware. Sometimes they are trying to save a buck, but usually it is just a matter of them not asking the right questions of the vendor, or not researching more alternatives. Often they end up being immediately limited in their ability to expand/upgrade in the future without higher additional cost than they want to pay. This may not matter during the first year, but after that they come to IT for help. Sometimes we can figure out a partial solution that is better than nothing, but sometimes they just have to live with it.

The second most common issue is getting software that can't export out data in a useful format (.xls or .csv) or import data from other systems. They always want to do more data analysis than what the canned software can do -- if they can export the data they have more options.

Yeah, sometimes not so much old, but 'niche market' or the perverbial 'BLACK BOX' concept. Me - my company - doesn't want anything to do with it support-wise, but we need to have this functionality.

Hot topic for me, everyday.

I meant to add to my other comment that this is an excellent list of things to consider -- I am going to keep it as a checklist for both after-the-fact support requests, and for those wonderful opportunities when we DO get included during the planning process.

Incompatibility with installed base (hardware AND software).
No (remote) management software
No (or to little numbers of) licences
No (or to little) knowledge of application, database etc.
Understaffed, 7x24 deployment?

Well you get the picture. A lot of strubble will start from not being involved in the selection and/or deployment proces.

Rob

Edited for title

How about who is trained? How will replacements be trained? How much is training going to cost? Where are the manuals? Can IT have a manual? I find the users normally think that since Bill is trained, there is nothing to worry about. Then Bill leaves, or gets hit by a bus and the user then NEEDS IT to train the new person. Since it is an IT system, "...don't you guys know all about the system?"

Another question: "What passwords are there, who has them, how are they changed." No one remembers passwords until the only person with the password just got fired. Now it becomes an IT issue.

You bring up a good point:

Another question: "What passwords are there, who has them, how are they changed." No one remembers passwords until the only person with the password just got fired. Now it becomes an IT issue

If the vendor provides the solutions, do you need more passwords than what is necessary for operation of the system and a first level support?

What kind of idiots are running the company? Why aren't there clear policies and controls in place to restrict this type of activity? Why do non-IT staff have the ability to install anything? Any CEO, COO, or CIO that allows this type of activity to occur in their company needs to be shown the door.

Oh............. If only it were that simple... When your engineers or other process control staff supercede IT rules, you really don't have to look too far...

Your IT is not providing the solution, your IT doesn't support it when it comes down to it....

With a significant disconnect between IT and the rest of the world it is no wonder the non-IT members of the community are reluctant to engage in cooperative integration of technology. The 10 questions could be re-written as a road map for non-IT technology implementers as a submission tool to IT.
So long as IT administrators maintain an atmosphere of superiority and treat others as less than worthy, we will support non-compliant technology forever.
Thanks

Agreed... But, should these 'non-compliant' systems be in IT's realm? Do you really want to get THAT close to operations?? Do you want operations calling you to calibrate the laser plasma cutter?? Or why did this box go here questions??

I vote for 'islands' for these systems.

You have a point. However, I am in Information Technology. I am not going to go to other business units and tell them how to do there jobs.

Example: I'm not going to tell Sales and Marketing how to sell and market product. That is not my area of expertise. Sales and Marketing dumping an IT solution on the organization is like me going out and hiring a separate sales and marketing firm to sell and market our products and expect them to support the 3rd party firm that I hired, whom of which does not even speak a language anyone in the company knows, and not take any responsibility for the performance and results of the 3rd party once released to the sales and marketing people.

I could not agree with you more. Unfortunately when you take off the rose colored glasses it spells "POLITICS".

When you have upper IT management that rolls over and plays dead to the highly trained technical engineers in Accounting there is not a whole lot you can do about it, except leave.

I work for a multinational solutions provider, specialising in mailroom equipment. we supply an acocunting package that logs franking activity in realitime and can be networked, this can often lead me into conflict with in house techs. when they find out I used to be be one myself the way gets easier

Right on. I hear you. How do you bridge the gap?

How do you address anti-virus management and updates to the operating system (if using Windows)?

Sometimes, you may have to socially engineer and play dumb to get answers. This solution may not be deployed by an IT-type person, but you can work it right and get your IT answers!

Great article. I ran into this aquite a bit in a former job. AN additional question to ask the user(s): What do you plan to have this do for you? What can you guess you will need in 6 months (the time frame it usually takes for a user to get comfortable with it). Document their responses, ask the vendor if it will do this and what is projected in the future. Perhaps you can integrate your users future needs into the vendors future plans. Also, some CYA because you asked as early in the process as you were allowed!