Last year I delivered an article on the challenges that IT organizations face in trying to balance opposing goal and objectives especially in light of the fact that in every organization the one constant is change. The focus of that piece was the tension between the perspective that IT is a set of technology components (Internal IT view) and that IT is a set of services (External business view). All process and functions in Design, Transition and Operation have been design to meet the changing needs delivered by Strategy and CSI. Insuring that the resulting services continue to deliver defined and agreed levels of utility and warranty and doing so while delivering an overall value to the business. This forms a conflict between maintaining the status quo and adapting to changes in the business and technological environments. One of the key roles of service operation together with design and transition is to deal with this tension between these ever changing priorities. S