"There is a widespread belief that advances in IT systems and software have made IT services far more resilient, especially when coupled with highly engineered datacenter operations and well-drilled process-oriented facilities staff. But this research proves that the levels of complexity and sensitivity in modern datacenter and IT operations, coupled with the high level of interdependencies, may be working against that trend. The result is that expensive and damaging failures keep occurring and, when they do, diagnosis and quick recovery can be challenging. Over time, experience and new technologies will likely lead to improvements, but diligence, investment and planning are required; it is, above all, a management issue."
