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By Brian Boyko
At the NetQoS symposium last April, Jim Metzler focused his keynote speech on the idea that in enterprise networking, you're either developing applications or delivering applications. That struck a chord with Carl Duhnoski at PSS/World Medical, who began to put together a plan to merge the application and network operations teams into one unit - the "application delivery" team.
We had a chance to talk to Mr. Duhnoski, now Director of IT operations at PSS, about this change.
"At the NetQoS conference we listened to a keynote by Jim Metzler," Duhnoski said. "He was perhaps oversimplifying it, but he focused on the fact that in IT, you're either developing applications or delivering applications. He used that term, 'application delivery" a couple of times, and it got me thinking about this team, and the fact that we really do want to foster that client-focus"
"As an admin of systems - whether hardware, software, or otherwise, your primary job is to deliver an application. You're not administering a piece of hardware or software and measuring vital signs to make sure that it's all working. It's really a holistic approach to the system that results from the various components that you're delivering to the end user."
"Sometimes, you kinda get these guys sometimes who, even if only in the back of their heads, think, 'Well, as long as the server's up,' or a DBA that says 'Well, as long as the database is up.' [Changing the name] is a constant reminder that it's not just about making sure that machinery is functioning, but that the applications that you've been charged with delivering to our users everyday are in fact, functioning. That's not always apparent by green lights on the front of a server."
(Continued...)
Duhnoski was so taken by the idea of "application delivery" that he was e-mailing the then-CIO of PSS at the conference itself, as Metzler was speaking, from his BlackBerry. The CIO loved the idea and the next day, there was a departmental meeting on the calendar where the CIO announced the name change and group merger.
"[The name change] was designed to remind everyone constantly of what it is we do here, and I think to some extent it's been successful already. It's not about anything other than making sure the applications that we deliver are in fact available."
"It's only been a couple months so I don't know if this change will ever truly translate into a measureable performance increase, but what it's done so far, in terms of benefits, is foster conversation. You hand out a business card or put it in your Outlook signature and people look at it and ask about it. If that's the only real true measureable benefit, then I think that'll be enough."
In addition to the psychological benefits within the team, the change has been instrumental in demonstrating the commitment to end-user service; in Duhnoski's words, "showing the rest of the business our commitment."
One of the main advantages was that merging the team helped to cut down on finger-pointing, which helps them solve problems quicker, Duhnoski explained.
"We've seen closer coordination between the hardware and software guys. They used to point fingers. Now that we're all on the same team, it's a lot harder to pass the buck. Sure, from time to time, I'll still hear the guys talking about 'them,' or, when you're talking about someone who wasn't part of the group before it almost feels like they're part of some other group. But now that everyone's under the same umbrella, it's a lot easier for us to foster that team atmosphere a little more."
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