As a CISO, you have to solve complex problems: "get us compliance to that norm", "make sure that application is available 24/7", or even wicked problems such as "make us secure". And you have to deal with many decision makers among IT and more. So you cannot do without a prepared tactics to set a SMTD or a SMBU back on tracks.
If you let a SMBU deal with a problem alone, you'll watch him find a quick solution to the problem and apply it. But he'll forget to communicate about it, to document it for later re-use and, most of all, to compare it to the goals of the organization and ensure it's no hindrance to some other process of the company.
To deal with SMBUs, I take two actions:
- I explain him what I intend to do with his solution to my problem. Not just the problem itself, I take the time to explain what's the goal and what my next steps are with it. So, he includes in his understanding of the problem all of my later constraints and does solve the problem and the later-on constraints.
- I also take the time to recapitulate baseline procedures to communicate and document the problem/solution and I make sure he understands he'll be the one to clean up the mess if something was done unproperly.
SMTDs are usually more experienced people who have lost somewhere in the middle of their professional lives the idea that they must give results, not just thoughts. If you let a SMTD work a solution to a problem by himself, he'll give you diagrams of his view of the problem which he thinks is complete -or at least contains everything necessary- and he'll link your problem to a family of other problems that he has to solve and you'll get out of his office with ten times as much work as when you got in.
For instance, if you come in with a question about whether to purchase a new, different hardware, you'll get out with questions -and a few useless answers- about asset management, internal billing and wifi networks. And you'll realize that you don't have any clue to the answer about whether the company will buy it or not.
Over the years, I've developed a quick and dirty solution to deal with SMTDs:
- Don't go into the long-term explanations of why you want to solve the problem, just stick to the short-term. That would last hours and would only worsen the depth of the SMTD's scope.
- At the beginning of the discussion, do set, in accordance with the SMTD, a choice of as few as five objectives to be reached by the solution to your problem. This way, you'll be able to reduce the scope of his thoughts to what you agreed on. That is, you just need to split your problem and the surrouding areas in a five-item list. If you take the example of the new, different hardware purchase, you just have got to reduce the problem, right from the start of the conversation, to the comparison of:
- main features,
- immediate satisfied customers.