I’d like to be very clear up front that this post isn’t intended as a swipe at people with faith. I have faith. Really, it’s a swipe at people who can’t use the tools available to them.
I get cranky when IT decisions are based on feelings rather than data. As an example, I’ve been talking to someone recently about who has outsourced support of their IT to a third party. However, they’re struggling immensely with their inability to trust someone else looking after their infrastructure. I asked them why it was a problem. They told me they didn’t think the other party could do it as well as they did. I asked for evidence of this assertion. There was none forthcoming. Rather, they just didn’t feel that the other party could do the job.
In IT organisations / operations there’s a lot of data available. You can get uptime statistics, performance statistics, measurements of performance against time allocated for case resolution, all kinds of stuff. And you can get it not only from your internal IT department, but also from your vendors, and across most technology in the stack from the backend to the client-facing endpoint. Everyone’s into data nowadays, and everyone wants to show you theirs. So what I don’t understand is why some people insist on ignoring the data at hand, making decisions based solely on “feelings” rather than the empirical evidence laid out in front of them.
I call this focus on instinct “faith-based computing”. It’s similar to faith-based medicine. While I’m a believer, I’m also a great advocate of going to my doctor when I’m suffering from an ailment. Pray for my speedy recovery by all means, but don’t stop me from talking to people of science. Faith-based computing is the idea that you can make significant decisions regarding IT based on instinct rather than the data in front of you. I’m not suggesting that in life there aren’t opportunities for instinct to play a bigger part in how you do things rather than scientific data, but IT has technology in the name. Technology is a science, not a pseudo-science like numerology. Sure, I agree there’re a bunch of factors that influence our decision-making, including education, cultural background, shiny things, all kinds of stuff.
I come across organisations on a daily basis operating without making good use of the data in front of them. This arguably keeps me in business as a consultant, but doesn’t necessarily make it fun for you. Use the metrics at hand. If you must make a decision based on instinct or non-technical data, at least be sure that you’ve evaluated the available data. Don’t just dismiss things out of hand because you don’t feel like it’s right.