In the past, the idea was to build in the non-functional requirements of service to the best of our ability based on experience or best guess. Sometimes the general thought was, “We will worry about any residual work for availability, capacity, and reliability after the product or service is deployed”. This focus ensured that the product was fit for purpose, but did not ensure that the product was fit for use, that it was reliable. This approach is very costly to the operations of the service and negative consumer impact impedes opportunities for market share. This type of focus also creates silos between Dev and Ops and Ops become firefighters. The costs for operations are not sustainable! In addition to loss of revenues, staff morale begins to slip. So, reliability is really the key to success. Think about your cell phone. A heavy focus on functional requirements would mean that you can make phone calls. You can text, you can take photos, you can use your maps and a variety of