Entropy can be defined as the “lack of order or predictability, or the gradual decline into disorder.” The concept applies to natural states (think water without gravity holding it down) as well as to business processes designed by humans.
A good example of the latter is the way service additions, moves, changes and decommissions are performed in telecom companies. Telecom providers constantly switch circuits off in response to service changes by customers – a move, merger or acquisition, an updating of legacy systems, or simply because the customer got a better deal from a competing carrier.
