Example of lack of governance

We are delivering a new service support where we are facing the same situation:

  • We are doing a great job in number of tickets.
  • We are enhancing the application with little details requested by the customer that is enabling them to spend less time when using the tool.
  • We are not closing all the errors of the application, recurring errors are appearing.
  • We are not taking into account some functionality changes are affecting other parts, provoking new tickets appear.
  • There is not enough control of the scope of the application, even when we have a detailed functional analysis that helped us to close the project in a good way.
  • The complexity of the application makes that the use of the detailed functional document is necessary to perform the changes: and this use is not happening.
  • We are able to close 1000 tickets, but not the application with zero errors.

We are suffering a deep lack of governance. Reasons?

  • Communications at product level are not done in the right way.
  • There is a lack of change management process when a functionality is requested.
  • When a new release of the application is deployed, the documents are not properly updated.
  • Client expectations are so high and they are not being managed in the right way.


We have a lot of job to do here,

Learning about mid-range activities

V2P process

Virtual to physical migration or V2P, is the process where you can migrate an existing virtual machine and migrate its files and configurations into a physical machine. The team is doing it because there are business needs that cannot be done with the VMware farm: this has to be upgraded and the procedure is administratively slow for our project constraints.

The migration process uses third party tools to:

  • Prepare the source virtual machine
  • Transfer the prepared source virtual machine to the hard drive of a physical machine

SQL server from 32 bits to 64 bits

Other problem has been that all current SQL servers installed are in 32 bits. To use MS-SharePoint 2010 a 64 bits SQL server is required. Alternatives?

Create a new SQL environment, or change from 32 bits to 64 bits one of the existing ones. The existing ones are virtual machines so the process in theory is initially simply. The complexity comes from the test point of view where there are more than 150 big databases that we have to check, and we do not want to have outages.

Doing a project definition

I have been working on a project definition during these last 4 weeks.

The result was very well accepted by the customer. What did I do in a different way?

  • I added a lot of perspectives related to the client responsibilities and when they were called to participate in the different activities.
  • I used an iterative approach for the build phase of the project, explaining in detail what is going to be obtained from client perspective at the end of each wave.
  • Assumptions section was very extensive for the mid-range capabilities we should have before start (we have defined activities to be done by them and that are necessary for this project), it has been an added value they did not expect.

Then, was everything perfect? No, I’m not so happy with the effort estimation provided and, for sure, it’s a key point for them, but let’s see what’s the reaction.

In summary, I was very happy to work on a project definition again, I have not done since a lot of time.

Authorized Economic Operator (AEO)

During the work with the Logistics business unit, we are helping them to get the AEO certification. The obtention of this certification has a great value for their business: it allows them to access to some simplification during the custom process.


Member States can grant the AEO status to any economic operator meeting the following common criteria: customs compliance, appropriate record-keeping, financial solvency and, where relevant, security and safety standards.
The status of authorised economic operator granted by one Member State is recognised by the other Member States. This does not automatically allow them to benefit from simplifications provided for in the customs rules in the other Member States. However, other Member States should grant the use of simplifications to authorised economic operators if they meet specific requirements.

Economic operators can apply for an AEO status either to have easier access to customs simplifications or to be in a more favourable position to comply with the new security requirements. Under the security framework, which has been applicable since 1 July 2009, economic operators have to submit pre-arrival and pre-departure information on goods entering or leaving the EU. The security type of AEO certificate and the combined one allow their holders to benefit from facilitations with regard to the new customs controls relating to security.