Resilient <scp>IT</scp> : Winning With People and Process

ABSTRACT In today's dynamic environment, IT organisations face numerous challenges from disruptions such as natural disasters, cybersecurity threats, international conflicts, evolving regulations, pandemics and recent global incidents such as the CrowdStrike outage. To navigate these complexities and maintain operational continuity, companies must build IT organisational resilience, ensuring they can adapt, recover swiftly and continue delivering critical services. This study surveyed 157 IT leaders across various industries to explore how IT service quality and IT governance practices can bolster IT organisational resilience to face these turbulent events. Our findings indicate that both IT service quality and IT governance maturity are crucial building blocks of IT organisational resilience. The study shows that during environmental turbulence, leveraging these factors can help mitigate impacts and effectively address challenges. We also provide IT leadership with guidance on how these ‘people’ and ‘process’ approaches can be leveraged to build IT organisational resilience.