The unsung hero of business: Information technology’s paradoxical role

By Abubakari Saddiq ADAMS

In the dynamic world of modern business, Information Technology (IT) is the quiet force driving efficiency and innovation. Despite its pivotal role, IT is often viewed as a support function rather than a core component of business success. This perception is challenged whenever IT systems experience even a brief downtime, thrusting the department into the spotlight and highlighting its indispensable role.

Behind the Scenes: IT’s Invisible Contributions

In many sectors, IT’s contributions go unnoticed when everything functions seamlessly. From ensuring that email servers are operational to safeguarding sensitive data, IT professionals work tirelessly to prevent disruptions.

Their success lies in their ability to create failure-proof systems, leading to a curious irony: the more effective IT is, the less visible its efforts become.

Consider Korle Bu Teaching Hospital (KBTH) during a busy day. Patients receive care seamlessly, unaware of the complex web of technology enabling their treatments. Medical records update in real-time, security measures protect against cyber threats, and patient data is processed and stored securely all thanks to IT. Yet, this critical infrastructure often receives little recognition unless something goes wrong.

Total Internet Outage Across West Africa

Adding to the list of significant IT crises, a massive Internet outage recently swept across West Africa, affecting millions of users. On March 13, 2024, a major undersea cable was damaged, severing Internet connections across multiple countries, including Ghana, Nigeria, and Côte d’Ivoire.

Businesses relying on digital platforms were hit hardest, with e-commerce sites going offline, financial transactions halted, and communication severely disrupted.

The outage, which lasted for several days, exposed the region’s heavy reliance on a single point of failure for Internet connectivity. In Ghana, banks could not process transactions, leading to financial losses and customer frustration. Educational institutions, increasingly dependent on online resources, had to suspend virtual classes. The incident highlighted the urgent need for more resilient IT infrastructure and contingency plans to mitigate such widespread disruptions.

Global IT Outage: A New Level of Disruption

On July 19, 2024, a raft of global institutions, including major banks, media outlets, and airlines, reported a mass IT outage affecting their ability to offer services.

The outage caused several airlines to ground flights around the world, and many more reported delays. In the US, the state of Alaska warned that its emergency services were affected, while supermarkets in Australia were crippled, and media outlets in several countries scrambled as systems failed. Sky News in the UK was temporarily forced off air.

The cause of the outage according to Ghana’s Cyber Security Authority (CSA), was attributed to a software update released by CrowdStrike which impacted institutions using Microsoft PC operating systems.

An official Microsoft 365 service update posted on social media indicated that they were investigating an issue impacting users’ ability to access various Microsoft 365 apps and services. Despite a Microsoft spokesperson asserting that “the majority of services were recovered” hours earlier, the ripple effects continued globally.

In Australia, particularly hard hit by the outage, a spokesperson for the home affairs ministry indicated the issue appeared related to a cyber-security firm, while the country’s cybersecurity watchdog stated there was no information to suggest a malicious attack. The US and Australian emergency services faced significant disruptions, with many 911 and triple-0 call centers affected.

Social media users reported problems making payments at stores such as Gail’s in the UK and Woolworths in Australia, as well as trouble accessing financial institutions like the National Australia Bank.

Travel plans worldwide were thrown into disarray, with airlines, taxis, and rail services affected. US airlines – United, Delta, and American Airlines issued a “global ground stop,” while Australian carriers Virgin and Jetstar delayed or canceled flights. Other airports, including those in Berlin, Tokyo, and Delhi, also reported impacts.

In the UK, Govia Thameslink Railway warned passengers to expect disruption, and Black and White Cabs in Australia indicated their systems were affected too.

Wider Implications

These incidents are not isolated cases. In recent years, healthcare systems worldwide have faced similar challenges, from ransomware attacks to software glitches. The WannaCry ransomware attack in 2017, which paralyzed parts of the UK’s National Health Service (NHS), remains a stark reminder of the vulnerabilities within healthcare IT systems. Despite significant investments in IT infrastructure, these systems remain susceptible to failures that can jeopardize patient care.

The Challenge of Recognition

One of the challenges IT departments face is the lack of recognition for their proactive work. Preventative measures, like regular software updates, security patches, and system audits, are crucial in preventing potential disasters. Nevertheless, because these efforts are often invisible to the rest of the organization, they go unnoticed and unappreciated. This lack of recognition can lead to underinvestment in IT, leaving systems vulnerable to failures that can be prevented.

The Strategic Role of IT

To truly appreciate the value of IT, organizations need to shift their perspective. IT should be seen as a strategic partner rather than a mere support function. This means involving IT in strategic planning and decision-making processes. For example, when launching a new product, IT should be part of the conversation from the outset, ensuring that the necessary technological infrastructure is in place to support the launch. This collaborative approach can help prevent potential issues and drive innovation.

Fostering a Culture of Appreciation

Creating a culture that values IT requires a concerted effort from leadership. This includes acknowledging the contributions of IT staff, providing them with the resources they need, and promoting a deeper understanding of IT’s role across the organization. Regularly highlighting IT successes, such as the successful implementation of a new system or the prevention of a cyberattack, can help raise the profile of IT and demonstrate its value.

Looking to the Future

As businesses become increasingly reliant on technology, the importance of IT will only continue to grow. Emerging technologies such as artificial intelligence, blockchain, and the internet of things are set to transform the business landscape, and IT will be at the forefront of this transformation.

By recognizing and investing in IT, organizations can ensure they are well-positioned to take advantage of these new opportunities and remain competitive in the digital age.

Conclusion

While IT often operates out of the limelight, its role is nothing short of heroic. Recent IT failures, from the Internet outage in West Africa and the global IT outage impacting major institutions, serve as wake-up calls, reminding us of the critical importance of technology in delivering high-quality services.

It’s time to bring IT out of the shadows and into the recognition it rightly deserves, ensuring that it is seen as a core function essential to the delivery of high-quality services. As we move forward, let us remember that the invisible backbone of technology is what keeps the wheels of modern business turning.

The author Business IT & IT Legal Consultant | IT Governance Advocate | Member, IIPGH

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