IT in the Real World A look at IT in a Fortune 500 company Ed Nelson

Outline I. Description of the technical environment II. Descriptions of 3 problems III. Solutions for the 3 problems IV. Tips on getting ahead in the IT industry

Part I The Technical Environment

Goals of IT Keep production software running 24/7 Keep production software running 24/7 Add new code to production software when Business Analyst asks for change Add new code to production software when Business Analyst asks for change

Applications Web-based applications Web-based applications End-user uses a browser to open a web page End-user uses a browser to open a web page Like Black Board Like Black Board Client/Server applications Client/Server applications Part is installed on user’s PC (client) Part is installed on user’s PC (client) Part exists on larger computer (server) Part exists on larger computer (server)

Application Diagrams Web Applications Web Browser (Users PC) Web Application Server Database Server Business Logic Server N-Tier Client/Server App App Client (Users PC) Application Server Database Server Multiple computers are involved in Production environments.

Technical Landscape Three Environments Three Environments Development Environment Development Environment Where programmers first make code work Where programmers first make code work Test (QA) Environment Test (QA) Environment Code handed off for testing Code handed off for testing Tests simulate actual use conditions Tests simulate actual use conditions Production Environment Production Environment Code becomes visible to end-users Code becomes visible to end-users Code used to perform business functions Code used to perform business functions Quotes, claims, etc Quotes, claims, etc

My Three Environments Minimize risk to Production Environment Minimize risk to Production Environment New or untried code starts in Development New or untried code starts in Development code is tested by developers here code is tested by developers here Code moved to Test (QA) next Code moved to Test (QA) next code is shown to be worthy OR code is shown to be worthy OR code is sent back for more development code is sent back for more development Code will never fail in Production Code will never fail in Production

Computers Hundreds of computers Hundreds of computers Mixture of Operating Systems Mixture of Operating Systems Internal network Internal network External (Internet) connections External (Internet) connections Multiple versions of software Multiple versions of software multiple versions of OS multiple versions of OS multiple versions of “off the shelf” products multiple versions of “off the shelf” products multiple development languages multiple development languages

People Team size varies from 100+ to under 10 Team size varies from 100+ to under 10 Teams vary in function Teams vary in function developers for each application developers for each application test (QA) engineers test (QA) engineers Build Managers Build Managers Release Managers Release Managers DBAs DBAs Operational Support Operational Support

The Point is… Goal: Software runs 24/7 Goal: New functionality when needed Constraint: Quality must be high Constraint: Time (shorter is better) Constraint: Money (good return on $$ spent) All this in a complicated environment…

Part II Three Problems

Problem 1: Communication Miscommunication leads to wasted effort Miscommunication leads to wasted effort Under communication is miscommunication Under communication is miscommunication Causes of miscommunication Causes of miscommunication Most IT people are introverts Most IT people are introverts Each team develops its own jargon Each team develops its own jargon People in each team have their own, unique understanding of the tech. environment People in each team have their own, unique understanding of the tech. environment

Problem 2: Failure to Plan Inadequate planning for any changes that are made. Result: Wasted effort Effort expended at wrong time “Ripple effect” -- other projects Inefficient use of people’s efforts

Problem 3: Process Breakdown Process: The established ways in which the company does its work. Problem: People don’t always follow the process. Result: Wasted time and effort fixing errors.

Not a Problem: Technical Technical issues largely non-existent. Why? 1. Fine institutions like this one adequately prepare IT practitioners. 2. Companies weed out workers who don’t make the cut.

Part III Solutions

Solution 1: Communication Let’s analyze when miscommunication happens Let’s analyze when miscommunication happens Solutions to each might suggest themselves Solutions to each might suggest themselves First, what does ideal communication look like? First, what does ideal communication look like?

The Ideal Receiver Sender 1. Sender sends his message. 2. Receiver acknowledges he got the message. 3. Sender asks Receiver to repeat the message. 4. Receiver accurately reflects Sender’s message.

Forms of Miscommunication Assume your message was received Assume your message was received Don’t state deadline for request Don’t state deadline for request Assume listener will draw ‘right’ conclusion Assume listener will draw ‘right’ conclusion Not knowing WHO to talk to Not knowing WHO to talk to Assume “no news is good news” Assume “no news is good news” Use too many words Use too many words

Solution 1 Make sure your message was received Make sure your message was received Make sure your message was understood Make sure your message was understood Use as few words as possible Use as few words as possible Be clear as possible Be clear as possible Include all important facts Include all important facts importance of your message importance of your message deadline for action deadline for action

Solution 2: Planning Start making your plan early Start making your plan early Expect your plan to be improved as you go Expect your plan to be improved as you go Communicate to as many as possible Communicate to as many as possible Over communicate Over communicate Ask “Who else needs to know?” Ask “Who else needs to know?” Re-use successful plans Re-use successful plans

Solution 3: Process Follow the process – always Follow the process – always Enforce the process Enforce the process Everyone must enforce the process Everyone must enforce the process Ask questions if you are unsure! Ask questions if you are unsure! Ask manager Ask manager Ask Release Manager Ask Release Manager Process is used to minimize risk Process is used to minimize risk

Part IV: Tips Manage expectations placed on you Manage expectations placed on you Manage your Manager Manage your Manager Communicate problems you find Communicate problems you find When bringing a problem, offer a solution When bringing a problem, offer a solution Be friendly Be friendly Own your accomplishments Own your accomplishments Help your team mates Help your team mates

Questions?