What is it about Information Technology (IT) that makes it so difficult to deliver? Of
course, technology can be difficult and complex, but then, so can be engineering, genetics
or any number of other disciplines. As we started developing the ideas in this book, we
spent some time thinking about what was going wrong. Indeed, the entire volume could
have been about war stories, tales from the front lines of IT failure, but that wouldn’t be
too helpful. Instead, we turned our cogitations to the causes of that failure and what could
be done to address them.
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