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A cultura do jeitinho aplicada à TI

Consultando um site sobre spam, vi que o brazil estava em 1o lugar no ranking de atividade spam nos ultimos 10 minutos (as 16:30) de hoje.
Vi tambem em outra fonte que somos o 1º no ranking de redes zumbis para disseminação de spam, 5º no ranking de bots e 9º no ranking de origens de ataques.
Várias fontes confirmam que o Brasil é o 2o maior spammer na Internet.

E eu entendo o porque disso. Na minha opinião, é porque queremos sempre ser os melhores em algumas coisas.

“Como assim ??”
Nós somos mundialmente famosos pelo “jeitinho brasileiro” de resolver rapidamente as coisas na base da marretada. Famosos por dar soluções porcas imediatistas. Soluções que não são boas práticas e até infringem leis. Somos adorados por quem não quer burocracia, e sim ter seu pedido atendido prontamente.

Isso se reflete desde na nossa péssima educação no trânsito onde paramos o carro no cruzamento e reclamamos que o cara da frente nao anda até nossos serviços de TI.
Nós não estamos acostumados a seguir regras. Quem burla as regras é visto por nós como “experto”, e não alguém que deveria ser punido.

Nos serviços de TI é a mesma coisa.
O cliente, leigo, vai para o prestador que atender o maior número de devaneios dele, e isso é visto como um serviço melhor. Um prestador que siga as regras provavelmente será menos flexível e mais caro. Tudo é questão de foco.

Se o foco é o cliente, e ele é leigo, é obvio que o resultado será um serviço “leigo”, todo do jeitinho do cliente, mas contra várias normas e boas práticas. Assim como no mundo real as vezes tomamos multa por estacionar em local proibido, o serviço também vai tomar uma “multa” pela inconformidade e complexidade de manter.

No Brasil.
Bom, com esse espírito de levar o carro na oficina mecánica da esquina (onde as ferramentas do mechanico são alicates e picaretas) em vez de levar na autorizada, os clientes também preferem o prestador que dá um jeitinho em tudo.

No Brasil é muito comum que quem desenhe o serviço seja a área comercial, já que precisa vender o que o cliente quer. O resultado é um serviço altamente flexível que faça tudo o que o cliente quer, quando funciona.

O resultado natural é o aumento da complexidade operacional, maiores downtimes devido a problemas de load e restores incompletos. Sempre tem uma gambiarra que não é contemplada pelo backup.

No que diz respeito aos servicos de TI, seu IP vai parar em listas de open-proxy, open-relay, DNSBL etc. E isso (nada mais que justo) volta pro provedor em forma de não conseguir se comunicar com outro sistema que sabiamente não abre as pernas para quem tem má fama.
Mas quando isso acontece e o cliente reclama, a culpa é do setor técnico.

Olha aí a telefônica… sérios problemas de disponibilidade em 2008, problemas de MTU generalizados em 2009, proibida de vender o speedy… de quem é a culpa ?? Dos técnicos ? Pouco provável. Eu aposto que lá dentro tem técnico dizendo “eu te disse, eu te disse” e outro “eu avisei que ia dar merda, que ia morrer gente” e a área de marketing “Vamos investir mais em marketing pra reverter a situação e criar um novo produto com nome diferente pra podermos vender!” e pra isso mais apoio da área jurídica. Eu aposto que a área técnica levou uma carcada e ainda deve ter ouvido: “a partir de agora nos temos que vender mais, e facam isso direito ! mas do jeito que nos mandarmos !”.

Ora. Eu não entendo e não vejo solução técnica para isso.
Se a comercial é quem dita como o serviço funciona, porque quando dá problema é o técnico que tem que resolver ?!?!

O mais engraçado é que nós sabemos que muitos spams vem da Rússia e da China por exemplo… e nós bloqueamos !! Consultamos listas de IPs nas quais eles estão listados ! Olhem que absurdo !
Nós estamos caminhando justamente para sermos os 1os !! E não queremos que os outros nos bloqueiem ??? Não vejo sentido. Se eu fosse um admin chines, eu bloquearia a telefônica, e azar do cliente dela que está num provedor cujos IPs estão entre os top-10 de spam do MUNDO ! Eu estaria apenas bloqueando um provedor que não se importa com o resto do mundo e que facilita o envio de spam.

Que tal mudar o marketing ?
Que tal ser a babá do cliente ? Afinal o cliente não entende do que ele terceirizou, se não ele próprio o faria. E uma babá não pode dar tudo que o bebê (leigo) quer (”solicita”).
A babá tem que assegurar o crescimento saudável do bebê, mesmo ele discordando dela. Ela é a especialista. O que o contratante quer é que seu bebê cresca de forma saudável.
O cliente de um serviço de TI quer o mesmo, e não quer que seus negócios parem por um problema de TI causado pelos motivos acima que citei.

Quando bem explicado, o cliente entende que podemos fornecer a ele um ambiente confiável e sólido, mesmo que isso venha em detrimento da flexibilidade.

Tudo bem, eu sei que responder “Senhor, isso não será possível devido a uma política para sua própria segurança” não é uma boa idéia. Na maior parte dos casos é preciso contato pessoal com o cliente, respaldado de documentos de boas práticas, possíveis consequencias de não cumpri-las e casos de exemplo.
Não mentir para o cliente é o 1o passo. Criar um “novo serviço” é o segundo pois não se pode misturar quem “precisa por que precisa” de quem dá preferência à disponibilidade e confiabilidade do serviço.

E se em vez de ficarmos criando leis como a do Azeredo de controle na Internet que tipifica crimes digitais e é tão controversa, porque alguém não cria uma lei dizendo que é crime desreipeitar RFCs ???

Com isso termino minha observação das informações que citei sobre o Brasil na internet.
Solução ? Isso todos sabem. Não sou o 1o nem 10o nem 6^97 a dizer:”menos gambiarras please, mais conformidade”.

Vamos mostrar ao cliente que o que ele precisa é que funcione, e bem.

This entry was posted on Wednesday, July 8th, 2009 at 10:55 pm and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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