Through the implementation of best practices, one of ITSM's critical success factors is to enhance the business' perception of the IT organization. By creating a service strategy which helps to define good design, encourage effective transition processes and deliver valuable services through efficient and effective operational management, we work hard at making this goal a reality. Unfortunately, IT is often perceived to be ineffective and inefficient. Recently, the government’s inability to deliver a working website for the affordable care act was splashed all over news with many of my non-IT friends and family asking, how could this happen? How come IT people never get it right? I want to respond with “BUT WE DO” and list many of the successes that I have been part of during my career. But I look at them sheepishly and respond with” I don’t really know”. As I think about this, I begin to get angry and not just because I’m an American tax payer, but because a