Our outsourced operations team – of which I am a big fan as you know – had to do a small standard change on a customer’s internet portal cluster last weekend. I explained and translated the request, one of them prepared the configuration in apache – two lines – but left them commented out. However, at the time the change was supposed to run, nobody of them could be reached via telephone and the change was only activated with a 90 minutes delay.

Our customer is now insisting on an official statement what went wrong. Fortunately, I am not involved in that part.

I really think our co-workers down there are nice guys. But I must again question the purpose and benefit of the outsourcing project.

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