In the introduction of her book The ITSM Process Design Guide, Donna Knapp writes “In today’s competitive business climate it’s not enough to do things right; Information Technology (IT) organizations have to do the right things right.” Well what happens when we don’t? Remember New Coke? Not every decision we make, every new design or redesign we engage in goes according to plan. What happens when we fail? One of the most important and most deeply entrenched reasons why established companies struggle to grow is fear of failure. In fact in a 2015 Boston Consulting Group survey, 31% of the respondents identified a risk adverse culture as a key obstacle to innovation. (1) ITSM processes for strategy, design, transition, operation and CSI are all based on efficiency and effectiveness. It’s about being in control of our IT environments and that we must do everything we can to prevent failures. Now this may go against many of our strongly held beliefs but Pixar’s president, Ed Ca