IBM and System Quality
August 6, 2010
I just read “Global CIO: IBM’s Bank Outage: Anatomy Of A Disaster“. Assume the inforamtion is spot on. The magnitude of the failure for IBM and its financial services customer underscores the complexity of large-scale systems. Here’s the passage that caught my attention:
According to ChannelNewsAsia.com’s coverage of the press conference, IBM regional general manager Cordelia Chung said that “the personnel directly involved with this incident have been removed from direct customer support activity and disciplined” and that “IBM has taken steps to enhance the training of all related personnel on the most current procedures.” And the BusinessTimes.com.sg article quoted Chung as saying, “We have also taken steps to review installations of the same storage system at other financial institutions in Singapore for whom we provide maintenance services.”
The problem, therefore, is one of those pesky humans. In the rush to replace people, organizations may lack the expertise to make software and deliver on the promises the azurini (that is, self appointed experts) and marketing mavens flippantly assert are “no problem.”
Well, problem. The notion that giant systems will work as advertised is one that needs scrutiny. In monoculture-centric methods, a single point of failure can have significant consequences.
The azurini and the mavens will write a nice case study but it seems to me more is needed. Talking about a problem is not the same as preventing a problem. So many experts are in a hurry today. Golf and fiddling with an iPad must be more important.
Little wonder that many search and content processing systems disappoint their users.
Stephen E Arnold, August 6, 2010
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