“My SLAs are green, so as far as I’m concerned, everything is OK.” How often have we heard that phrase while struggling to take orders[JE1] ? [JE2] IT has for a long time been a rather mysterious appendix to the business, not always realizing it was the business who, in the end, allowed IT to play its role. There have always been people in IT that understood the importance of supporting the business in any circumstances. But were they the majority? Definitely not.