Assumptions and IT, what is that about? Is it serious? How do you prevent it?
Assumption, the mother of all f**kups
So yes, assumptions are serious.
Time and again you see it happen. When there is an IT problem, it turns out the supplier does not make backups, it only runs in one data centre, they do not check the backups, and it is not as redundantly implemented and trendy as ... assumed. And so such an assumption can cost a lot of money. A cryptolocker virus that encrypts everything, making all data including "backups" disappear.
And do not assume that
it only happens with your IT supplier around the corner. You can look it up in the news or just observe the solutions provided for public cloud services, where you might assume that everything is included. Difficult to sell. An additional service for a "but it's in the cloud" product.
So how does it work with assumptions? Why do we make them?
It is quite simple. Expectation or the lack of expectation management.
There are so many companies using it, it must be good.
A very short test with two equivalent products. You visit the website. Which product do you buy?
- Designed to help you achieve more with innovative apps, intelligent cloud services, and high-quality security
- We do our utmost to keep your data safe. We make a backup every day.
I guess number 1 is more appealing. The service with the best marketing agency while it is a service on which your entire company depends. And what is quickly assumed then? Let me list them:
"Is it a good product?" Yes, because there are so many companies using it, it must be good.
"Do they make backups?" Yes, because it is such a large provider and a cloud service.
"Will your virtual servers run in another data centre if there is a major outage?" Yes, because they have multiple data centres and indicate that it is possible.
"Will they use data from my documents?" No, they can't do that. That would be very bad.
If you follow the news a bit, you will recognise the above situations and the blunders. Of course, your provider is different. You have spoken to them, I assume? It's all complicated!
All very complicated!
Well, it’s not simple. For me, as a techie, it’s easy. I can rattle off 10 questions about just backups. Then there are connections, performance, availability, response speed, service. The subject is second nature to me. But there are some helicopter questions that can be asked.
And you will ask this as a non-expert.
(This is going to be a tough piece, sorry) Can you guarantee that my data will not
be lost? Where is the data located (1 data centre? They can catch fire).
How long will that data be retained? How many versions are there then? How can it
be restored (per file or only all data from your entire
account?). Do we always have access to our data? What can go
defective before you can no longer access it? Do you guarantee that
no one can and will misuse that data? And how do you prevent that?
Which suppliers have access to the data? In which country is it located?
What is the nationality of the suppliers?
Our IT infrastructure has been designed to be as redundant as possible.
And
you will probably also receive vague answers back. "Our
IT infrastructure has been designed to be as redundant as possible," "We have
multiple data centres where your data may be stored".. Cool, but is it actually
there? And is it usable there if that one data centre goes down? And
how quickly does that happen? And how? And... and... and..
Well Ronald, it’s not getting any easier!
And
it is precisely all that technical chatter that makes someone quickly think,
it must be so, or it has to be so. And suppliers play into that by removing that information from their websites. You don’t ask for it,
then we won’t tell you, then it doesn’t get in the way of a call to action.
We place far too much value on brand recognition, a nice story, and the size of a company.
Conclusion
IT is technology. The Cloud is not an answer but merely servers in data centres with software. We place far too much value on brand recognition, a nice story, and the size of a company.
Talk to your supplier. Talk to her customers. Let a technician orus. Do not answer your questions yourself with flimsy excuses. If you are thinking now, but they are certified. Then you are already starting with the assumptiont hat in that certification the points that are important to you have been checked. So let's not do that either.