Unplanned, unauthorized work - the “silent killer,” as the ITPI calls it - is most often the cause of an IT organization spiraling out of control. Unplanned work includes changes made outside the change window, unapproved or untested changes, fixing a sudden outage - all work that does not follow defined processes and detracts from finishing business projects or other planned objectives.
In golf, it is the equivalent of taking several extra strokes to reach the green. Gartner notes that “80 percent of unplanned downtime is caused by people and process issues, including poor change management practices.” Unplanned work not only undermines system availability, but also resources, compliance, security, automation procedures, the success of ITIL and CMDB initiatives, and the value of the IT organization to the business as a whole.
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