Why Business Trust Matters More Than Any IT Performance Metric

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Software engineer Serguey Shinder argues that the most important measure of an IT team's success is not uptime or incident counts, but the level of trust it earns from the business. Teams that are trusted get invited into decision-making early, while those that are not are left reacting to choices made without them. According to Shinder, trust is built through predictability: delivering on commitments, communicating honestly even when inconvenient, and flagging problems before they escalate. A single hidden issue or broken promise can quickly erode trust that took considerable time to build, and no performance dashboard can restore it. He concludes that technically strong teams without business trust remain order-takers, while trusted teams gain the influence and resources that truly matter.

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