Takeaway: When a business solution is deployed by someone who isn't in IT, your department may be left out of the loop--a serious liability when you're called upon to play a role in the integration and support of the solution. Here are some key concerns you'll want to address to make sure IT can meet its responsibilities effectively.
Every technology infrastructure is likely to have at least one system that's provided by a business solutions vendor that doesn't have an IT focus. Automated serialization specialized engineering solutions, precision calibration machines, specialty applications--the list goes on and on. Of course, this solution is on a computer, maybe on your network, and it helps your business execute its tasks. But the technician who provided the solution isn't an IT person, which can make your job a little tricky. Asking the following questions will help ensure that you can (with minimal effort) address your needs and concerns about the technology being implemented.

Ask this one first. If the solution runs on a computer, you need an answer to this question. Make the representative train you on the backup procedure AND the restore procedure. It goes without saying that you must have a strong backup and restore procedure, but when someone else implements the solution, you may not have much say in how (or if) IT standards are applied to the solution.
Also push for a cold secondary system, if that works in the plan for the solution being implemented. Having a parallel environment (though possibly with stale data) is a plus in this situation, because there's a test environment and a complete spare parts inventory, which will extend the life of the solution.

Get phone numbers, e-mail addresses, and Web site links. Label the system to clearly identify the chain of support. For example, you might apply a label that says, "Call Jim in Engineering first, then XYZ vendor support at 800-555-1212."
Be sure to document all subscriber numbers, customer numbers, or relevant identifiers for your account and organization. Also nail down the terms of the support--a one-year warranty, unlimited support forever, etc. Most important, get a clear definition of what the deliverables are for the support you'll be receiving. Is there an onsite technician or telephone-only support? Are there response-time guarantees?

When solutions are delivered, Engineering, Manufacturing, Distribution Warehousing, or other groups may not coordinate with IT to clarify important issues of ownership. For instance, your organization may be purchasing a laser plasma cutter, but it has a computer to input the calibration codes--and Engineering doesn't coordinate this entrant device with IT.
Clearly identifying who owns the equipment does the following:

• Establishes the support sequence of events
• Answers any questions about what happens to the equipment should it be decommissioned
• Sets the priority on whose needs are to be met

Within your organization, determine who is the owner of this solution and the backup individual(s). Ensure that these individuals can support the system for the most part on the first level. Make a concerted effort to define IT's role in the solution (if any).

Does this system need TCP/IP network connectivity, a modem, special serial connections? If so, outline what the system talks to and how it provides its results. If possible, implement an "island" network that's not up linked to any other segment on your network. This will reduce the risk of viral infection.
If there's a special connection--such as the feed to that laser plasma cutter--make sure there's a label on each end describing its role. Also make sure that the operators and functional area administrators are aware of this connection.

With specialty solutions, there's usually a piece of equipment that allows the system to communicate to non computing devices when Ethernet isn't used. Identify the custom components that are required for the system to operate and then determine the requisite inventory of spare parts and how to get more if they're needed.

If this system sits on your network to communicate with another system for performance data, automated interaction with other systems, or other communication reasons, you should be concerned about service pack, hot fix, and antivirus compliance. Many vendors of specialty systems provide these services as an option. One service, called Managed Care Light is a screening service available to custom solutions. Updates are screened and then local IT is empowered to deploy the available, relevant, and approved updates for special systems.

A vendor contact is important to your IT department because it can help you manage direction. For the next version of this solution, or when it's time to upgrade, you can consider working with this individual to explore alternative options, should they be available. For example, you don't like the PC in the warehouse that talks to the laser plasma cutter over TCP/IP--why not host it as a virtual machine? The account/sales rep can get you in touch with the right people to explore this possibility.

It's important to ensure that the vendor can totally restore this system in the event of fire, flood, theft, etc. Consider using imaging tools like Symantec Ghost or Live State to make sure that you have a full restoration of the system.

This may seem insignificant at system inception, but how long will it be here? How long does this equipment last? These are important questions, and they should not go unanswered. For example, the laser plasma cutter is on a desktop-class computer. A good estimate is to put the life at three years. If this is a mission-critical solution, two and a half years would be more realistic. (And you might want to ask follow-up questions about why it's on desktop-class equipment.) Know what the modernization paths are, if today were the decision point, so that capital funding can be made available if necessary and so that this system won't slip into the forgotten realm.