In this competitive environment, organizational focus often understandably falls on the effective and innovative use of Information Technology. Managers ask how IT and automation in general can be improved to yield benefit for the business and its customers.

Sometimes, projects might be initiated with a specific IT change or IT solution in mind. However, a hidden danger is lurking beneath the surface and projects that fix on a solution too early or focus purely on IT are missing a trick.

In this paper, Adrian Reed explains how organizations should initially focus on establishing a thorough and holistic understanding of the problem they are trying to solve (or the outcome they are trying to achieve), including an understanding of the underlying desired business process.