Abstract :
How many times have you come to work to discover an outage of a key production system caused by maintenance activities by your information technology (IT) group? The worst part is-you may have learned this from users after being cornered in the elevator. Questioning area-specific managers yields no results, as they find themselves in the same information vacuum. Finally, you track down somebody who is aware of the problem only to hear, "I did not realize this was going to happen," as a reply.
