16.9 Operating Systems

---

Maintenance and support are not just essential activities for systems and networks, but software and operating systems as well. Corporate acceptance of the open source Linux operating system, for example, only came about as the result of vendors taking support issues seriously and investing millions of dollars in support infrastructure. Such investments are required because Linux is not yet familiar to many IT departments.

Linux got its start in many organizations as a tactical solution without the approval or support of corporate IT, pulling limited duty for departmental Web, file, and print serving, often right under the nose of an unsuspecting CIO. But that role is rapidly changing. Server vendors have been beefing up Linux, addressing long-neglected performance, migration, and security issues. Large enterprises have duly noted the change and are now more tolerant of Linux. But CIOs and IT managers, accustomed to the high-quality vendor support they get with Unix and mainframes, often found that the same level of support for Linux was lacking.

Many users have installed their own Linux systems, either by downloading it for free off the Internet or purchasing a packaged distribution for a nominal fee from a Linux supplier like Red Hat. Others have installed one of the Open Source database management systems for Linux. So why go with mainstream hardware vendors at all? One reason is that mainstream vendors offer an alternative to traditional Linux suppliers, an alternative that can add value in terms of hardware, software, and integration services. Now that these vendors are also strengthening their support for Linux, this has raised the comfort level of IT departments that may have been hesitant to risk their business applications on the perceived vagaries of the Open Source community.

Recognizing that access to technical support is key to the adoption of Linux among businesses, vendors are now competing with each other to offer support services for all major Linux distributions, including 24/7 support, professional services for large-scale projects, education, and on-line services. Meanwhile, IT departments are hiring more application developers, systems administrators, and help desk personnel with Linux expertise.

Potentially, Linux represents an opportunity for businesses to cast off proprietary platforms and high license fees. Open Source advocates often tout the cost savings that Linux can bring to enterprise users, but there may be hidden costs that must be factored into the total cost of ownership (TCO) equation, such as the skill levels of current IT staff, which determines the extent to which outside support is required. Companies also need to consider the complexity of the applications and the amount and cost of migrating from a legacy environment, which may necessitate extra costs for consulting and integration services.

---