STEP 3 - Restore Service Management Control
On my home page I mentioned that the use of the decision to start using the Interent to carry business data was the most challenging step. This is because it completely changed our ability to deliver a safe predictable service to the users of our internal I.T. systems. I will explain how.
Previously we had dealt with:
- the transition from "Batch" systems when card input went in and a report came out and there were no user screens and no shared data, to online systems with multiple users and screens and shared data requiring a Local Network.
- the connection of multiple locations to a central system via a wider network later to be know as a WAN. This was a significant step as previously all components of the service were in house. The design, data analysis, database design, programming, computers, operating system were all developed within our I.S. department. Now we had to rely on telecomm connections as part of the service we were delivering. This required third party Service Agreements and contracts with our telecomms supplier to underpin the Service Agreements we had in place within IBM UK.