Small IT shops focus on different things to satisfy the business. Leading IT organizations put more emphasis on IT processes such as asset management, cost optimization, and business value. But there’s a surprise. They put less emphasis than Laggards on security, risk management, internal audit, and application development. These processes are crucial but, at low levels of organizational maturity, have an adverse impact on business satisfaction. Info-Tech calls this cluster of processes the IT Pit of Despair.