IT Organization: Building a Worldclass Infrastructure

The Organization

Production Control

The first function to which we need to pay homage in the legacy environment was referred to as production control, which provided us with:

• Second-level production support. These were—and still are—the primary areas where problems were introduced to MIS after the problems were detected or raised to the first level. The first level was the help desk and/or computer operations. Second-level production support were junior technical staff (i.e., operations analysts in the mainframe world), one level above computer operators. Eighty percent of problem determination was handled by these people first.

  The goal was to resolve at least 80 percent of the problems before they reached those computing gods of the seventies ...