Technology is a critical component in any business. During any crisis, if the IT organization is unable to respond, it will put the entire enterprise at risk. Yet, during a crisis, the thing that often inhibits an IT organization from responding effectively is the very thing that is supposed to save it - a reliance on disciplined processes. The fundamental problem is that the introduction of process disciplines into IT operational management over the last decade has created an atmosphere in which middle IT management is often afraid to make decisions and lacks both creativity and leadership skills. However, during a crisis, what is required more than anything else are these two skills.
Read the article over at ITSM Solutions here.