Anyone who has worked in Information Technology knows that today, there is and always will be improvement opportunities available to our organizations. This is especially in light of the pace of change that is taking place in all market spaces and the level of customer expectations that accompanies that change. If you have worked in IT for a number of years, you may remember when change was not welcomed. Well the good old days weren’t always that good and tomorrow ain’t as bad as it seems (Billy Joel). The challenge is in getting started. If……. · the processes that are currently being engaged are not as efficient and effective as you would like · you are finding that your environment isn’t as stable and reliable as it should be · that when you make changes to your environment it generally results in an outage and prolonged and repeatable firefighting then ……. I recommend that you read The Visible Ops Handbook by Gene Kim, Kevin Behr and Geor