Almost everyone in the software services space has been involved in situations where heroes stepped up to respond to situations and saved the day. In many cases, the situation could have been prevented. Organizations spend significant amount of resources on processes and appraisals (e.g., CMMi/SCAMPI, ISO 20000) as well as references (e.g., ITIL, COBIT, 6 Sigma) to improve consistency and visibility.
Read full entry...