Following the NatWest/RBS glitch balls-up, various people expressed their opinion, some of it informed. The sentiments below are by an anonymous correspondent in the game:
Yes, it is unique that the bank can’t find at least one partly-intelligent person to comment … First of all, patches – especially of this magnitude – are tested on a development machine before being applied to the live box. So, if there was a fault, the patch should never have made it to the live systems.
The queue is held in memory. It is loaded from disk, the back-ups for which are typically held (a) on tape and (b) at a remote disaster recovery site. Recovery time should have been 30 minutes max …
Finally, when the bank is in the middle of a f***ing crisis, they use – to quote – an inexperienced team ??
In the UK everything and everyone bows and pledges allegiance to ITIL and its ‘best practice’. Competence and using judgement or common sense are suicide jobwise. Boxes must be ticked, and asses must be covered. No-one has authority to do anything except follow a process.
They are absolutely process and box ticking mad, to the extent that blindly and slavishly following the process is more important than using common sense.
In their deranged world, this allows you to use cheap outsourced labour, as there is no such thing as domain knowledge or expertise, only a process to be followed.
In my years as a contractor I saw it every time something went wrong. They had absolutely no idea how to debug or fault-find a problem. Their knowledge was completely theoretical, and ‘It doesn’t work’ the limit of their ability.
Repeat until it does, or call upstairs. In this case, there was no upstairs.
And, as I’m sure you’ve seen. no charra on this planet can work under pressure. They become quivering wrecks in 5 seconds, especially when it looks serious and there’s no-one else to blame.