Chapter 2
How We Make Decisions
Prepare for the unknown by studying how others in the past have coped with the unforeseeable and the unpredictable.
George S. Patton
Decisions act as our steering wheel that guides us through the pathways of life. This is true whether a decision is simple, like deciding whether to have a cup of coffee, or complex, such as choosing the best architectural design for a new critical service. Decisions are also how we guide our own actions when delivering IT services, whether it is in how we approach coding a new feature or troubleshooting a production problem.
However, being effective at decision making isn’t an innate skill. In fact, it is one that is surprisingly difficult to learn. For starters, effectiveness is ...
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