magazine

The secret to
a harmonious
relationship with
your system
administrator
By Carole Theriault, Director, Tick Tock Social
Being a great IT administrator (or sysadmin)
can seem impossible these days. This
is a real shame, because having a good
sysadmin can make a huge difference to the
bottom line: when optimized systems run
smoothly, work gets done more efficiently,
saving time and money.
So why this massive disconnect between the IT
team and the rest of the business?
This situation can cripple a business in today’s
fast-paced, competitive market. The solution
is a question of shifting perspective just a
little, along with a touch of empathy and
communication.
First, we need to get into the heads of
sysadmins, and understand their relationship
with the people they consider their customers
(the rest of the organization).
Why life is now tougher
A sysadmin is hired by a company to make sure
that all computers, devices and servers, as well
as all the software installed, work reliably.
Twenty years ago, when most people relied
on desktop systems running Windows and
MS Office, life was much simpler. Laptops
were around, but they weren’t ubiquitous in
the office. Mobile phones had also not made
it into the mainstream yet. This type of setup
required the administrator to manage a
closed, homogeneous network: an infinitely
more manageable space compared to what
sysadmins face in 2015.
Today’s remit still includes the dreaded
jam-prone printer, but adds a smattering of
laptops, highly dependent on wireless and
remote connectivity; and a host of tablets and
smartphones with their flurry of apps, settings
and connectivity issues. Oh, and let’s not forget
the always-available servers that manage and
secure the corporate Websites, email delivery
and hold a veritable avalanche of data, from
sensitive customer information and business
strategies to spreadsheets and presentations.
The frustration of the ‘customers’
Now let’s flip sides and look at the expectations
of the rest of the staff. These people want the
latest, fastest computers and devices. They
want everything to run as expected, without
hitch or glitch, and without appreciation for
the vast complexity of what is metaphorically
under the hood.
The customers are the people responsible for
making products, paying employees, marketing
to prospects, not to mention selling services
and goods to customers. These are the people
16 welivesecurity.com