Disorder as a cause of major incidents

Previously I wrote about the NBWT, and today Guy Kawasaki pointed me towards new research that supports the theory.

An IT environment that has visible disorder, like limited documentation, litter or messy infrastructure is more likely to experience a major incident. This does not relate to the reliablity of the technology or its use but the pollution of process. Disorder leads to and is a trigger for poor process which results in a higher rate and probability of major incidents.