Chapter 4. Dealing with Everyday Glitches

Most IT glitches are identified and addressed quickly. Still others can take days or even weeks before they’re repaired. On the surface, these system errors are, at a minimum, annoyances that reflect an oversight or a shortcut in the software design. In many cases it may not be a shortcut at all, but a reflection of the growing complexity of the infrastructure.

The results of an IBM Global CEO study released in 2010 further indicate that the IT infrastructure will continue to become more complicated. The survey participants included more than 1,500 CEOs, general managers, and government officials from 60 countries spanning 33 industries. While eight in ten of the survey participants expect the complexity ...

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