We have all been there - we need to place an urgent purchase order and the IT system goes down just then.  So we log a ticket and wait for a response. In some cases, the resolution comes within minutes, while for others the delay leaves us guessing as to what is happening behind the scenes. Should we escalate it? Now? Or exercise some more patience? In today’s world, we expect enterprise IT systems to be available round the clock every day of the year, 24 X 7 x 365. This stri