It’s always an editorial dilemma – Do we start with the event with the biggest business continuity impact? The event that was the most unbelievable? For the 2016 Business Continuity Review, we have some difficult choices, including the massive cyberattack of the toasters, the most powerful man in the world (soon) trying to carve up the Internet, and a smartphone threatening the health of a national economy.
Speaking of these two items in the same breath might seem incongruous. After all, what does IT service management looking after daily operations (mundane) have to do with the digital transformation of an organisation (visionary)?
How do you measure your IT service success and failure? Performance numbers and metrics can be valuable, because they help you to improve, as well as to defend your IT service management against possible criticism.