ADSM-L

Stop Bagging TSM Developers.

2003-02-16 22:28:00
Subject: Stop Bagging TSM Developers.
From: Steve Harris <Steve_Harris AT HEALTH.QLD.GOV DOT AU>
To: ADSM-L AT VM.MARIST DOT EDU
Date: Mon, 17 Feb 2003 12:29:28 +1000
Dear List,

I'm compelled to ask you to please stop bagging the TSM development and support 
folks.

TSM is a very complex product running in very complex environments, no two of 
which are the same. It runs on multiple platforms both client and server.
The product has evolved a long way from its origins, as has the computing 
environment in general - I am sure that many of the original assumptions that 
the developers made are no longer valid.  For example, who, ten years ago would 
have thought that a 3TB disk store might be a cheap proposition?

The TSM folks have contantly improved their product in response to user input 
and client OS developments - again some of these changes may well go against 
the philosophy of the product - take windows system objects for an instance.  
Change = vulnerabilty to error in the short term.

As to support expertise, this is a niche product with few users.  Level one and 
even level 2 folks need  time to become familiar with it and they do that the 
same way as we do, by interacting with the product (or in their case with users 
of the product who have problems).  Would you like to be a level 3 expert in 
TSM who spends your day doing lower expertise support tasks?  I don't think so. 
 And those level three folks are needed to enhance debug and develop the TSM 
product line.

Finally I need to remind us all that TSM patches are just that, Patches 
designed to fix a particular problem.  Whilst it is sometimes impossible to 
avoid the "upgrade waltz" that someone here has recently mentioned, upgrading 
to a patch level should only be done *if you are affected by the problem that 
the patch addresses*. If you don't have the problem, go to the maintenance 
level, not the latest patch.

Shooting at the development and support folks is easy and feels good in the 
short term for the poster, but it is depressing in the long run for them and 
for the rest of the list, and, ultimately futile.  I'd ask you all to think 
twice before firing off the next salvo.

Steve Harris
(Asbestos suit donned!)
AIX and TSM Admin
Queensland Health, Brisbane Australia   



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