Resilience and risk management in the digital age Report for ServiceNow October 2021 ThoughtLabRespondent profile and maturity curve Resilience and risk management in the digital age 2 ThoughtLabThe COVID-19 pandemic spotlighted the importance of resilience for private- and public-sector organizations operating in today’s rapidly changing marketplace. Defined as the ability to maintain performance in the face of environmental, political, social, cyber, and other disruptions, resilience enabled some companies and governments to weather the health crisis better than others—and to recover more quickly. But for all, it offered a key lesson: in an interconnected world, resilience is crucial since disruption can occur suddenly and cascade unpredictably. To prepare for the next market uphe

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