Information technology has evolved from being a mysterious part of the business that resided deep within the bowels of an organization to being the backbone of virtually every industry. Because of its ubiquity, we take it for granted that technology will work the way we expect. But sometimes it fails, and sometimes the people who build, run and maintain the technology infrastructure make mistakes. Exhibit A: The banking glitches of 2004 where three of the big banks' customers either lost access to their accounts for a period of time or experienced other accounting errors such as being double-charged service fees.
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