For decades, the role of IT was relatively straightforward. Keep the systems running. If the network stayed online, the servers remained available, and support tickets were resolved quickly, IT was considered successful. That model worked when technology primarily served as a support function. Today, technology sits at the center of almost every business process. It influences customer experience, employee productivity, operational efficiency, security, and strategic decision

For years, operational excellence has been measured through familiar metrics: cost efficiency, process optimization, system uptime...