Since outsourcing is on the rise, users must be wary of the factors that contribute most to outsourcing disasters-or risk destabilizing their networks. Both types of failures stem mainly from a few common blunders. The biggest problem users have with network projects is failure to properly distinguish between their network operations and support organization. Three of every four network users employ network operational support for application support. Thus, the router guy is helping people resolve Windows NT connectivity issues while the person coordinating carrier service is helping install LAN adapters.
Support organizations are event driven, meaning that they oil the squeaky wheels.
Operating personnel are renowned squeakers, generating a regular chain of requests that divert and redirect technical personnel. This creates a tactical mindset in the operations staff that is deadly to maintaining any kind of strategic planning. Planners don't support, folks, and support personnel don't plan. Assign somebody to both missions, and at least one won't be completed. That's the biggest technical project killer.