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CHAPTER 4: A Development Server Is a Production Server to a Developer
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CH: Do you know how old DTS is What were you thinking And you were not going to batch your transactions Do you know what that will do to your log file You: I swear man, it was just talk, that s all it was. I wasn t going to do anything. I came here to tell my DBA that we needed to go our separate ways. CH: Just talk It s a lot of talk. I ve got the transcript right here. You say here, I want to cursor through all your rows. Man, that s just wrong. You: I know, I know. I m getting help. The other day I bought a book on SQL Server 2008. And I am willing to do whatever I can to help you guys. Just tell me what you want me to do. CH: Help us You: Yeah, with whatever. CH: There s the door. Go tell your friends we re watching. And the next time they hand us deployment instructions that are more complicated than a NASA launch sequence, we re coming after them. Clearly you don t want to have things go that far, but there are going to be times when you really want to call a developer out and ask them why they have their head up their ass. Stay calm no one person knows everything, right But also put yourself in their shoes. If every piece of code that you just spent weeks putting together was being picked apart, you would be defensive, right So it is natural to see the developer get defensive as well. In fact, it is natural for anyone to be somewhat defensive, even if their code is not being picked apart. Do your best to see this as an opportunity to teach something new. Not everyone wants a lesson, however, and for those people, you need to remain calm and try your best to persuade them to see things from a different point of view. Find out their roadblock (why don t they want to do something new) and help them get around it. Over time people will begin to trust your feedback rather than think you are always on the offensive.
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CHAPTER 4: A Development Server Is a Production Server to a Developer
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You are going to be responsible for supporting production systems. What you are going to find is that most people consider their system the most crucial production system. No matter what the time of day, no matter what the system, you will hear at some point, My users are waiting. That translates into, I don t care whatever else you were working on, fix my problem now so my users will stop complaining to me. Yeah, it flows, and rolls, downhill. And you will have no choice but to feel you are at the bottom. No matter what else you do, you must remember to be professional in every communication you have. No flame mails, no yelling on the phone, no telling people that their system is not as important as they might think. Instead, treat each opportunity as a learning experience, see what you can take from it, and build upon it so that the next time an outage occurs, there is a reduced level of frustration for everyone. In other words, be calm, especially if everyone else around you is starting to panic. And the best way to keep yourself calm Make sure you have a plan, of course. And make sure you have some help. TIP: The real trick is to make everyone think that you believe their system is the most important, no matter what the circumstance. In this chapter, we will discuss the following: 1. 2. 3. 4. Why service-level agreements are important How to establish a defined process for contacting support How to establish a work/life balance Outsourcing
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