Although security often gets the spotlight, the much greater risks to an IT organization are system reliability and availability. Gartner asserts that "80 percent of unplanned downtime is caused by people and process issues, including poor change management practices, while the remainder is caused by technology failures and disasters." Many IT organizations, in the spirit of being nimble and responsive to their customers, are actually putting themselves at risk in the everyday process of making changes to their own systems. If industry analysts are correct, and practical experience certainly indicates that they are, the greatest point of leverage for increasing the overall reliability, availability and security of information systems, and addressing related compliance requirements, is controlling change across the IT infrastructure.

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