I’m interested in your views – Please contribute.
Mine is that the report is spot on number of points, but does not develop any recommendations.
I observed that technical & analytical skills are different, and unfortunately, with the increasing complexity of information systems, IT staff do need to connect the dots – ‘read the matrix’, or they aren’t capable of addressing the most complex situations because they remain in their own expertise silos, missing the big picture. Analytical training, use case scenarios, cross function-training, workshops, post mortem analysis and coaching are the keys. It takes time and energy, but certainly contribute to reduce the MTTR.
In addition, the report does point out the lack of clear career path. I designed in the past separate management and ‘individual contributor’ career paths, formalizing the expectations and more importantly: an engineer becoming an expert will be recognized, compensated and valued, at comparable levels within the company and outside on the market.
Ed Boris 