IT Organization: Building a Worldclass Infrastructure

Process

1:	Our shop has no processes to help manage our mission-critical environment. We simply do not have the time and resources to do this, so which ones are the bare minimum?
A1:	That's an easy one. After years of research, the bare minimum for supporting mission-critical systems are these processes: Change control Problem management Client/server production acceptance You need all three. These are the minimum requirements for building a world-class infrastructure. See Chapter 6.
2:	Do we still need service level agreements?
A2:	Without a doubt—there needs to be external service level agreements established with your customers and internal service levels within IT between Applications Development and Production Support. Client/server ...