IT Process has long been neglected in most IT disciplines, making matters hard if not impossible to manage and control day in and day out. When was the last time that you walked into the office with a number of things that you plan on doing and never got to do any of them that day? I am sure you’re like everyone else, was working very hard all day fighting fires, which we do quite well in IT. Sometimes you look back and wonder where the time went and why you were not able to do what you said you want to do? Often times you find yourself going in circles and no where important. Process may not be the solution to every problem. But process can help by providing clarity and perspective on what is important and where to focus our time and energy everyday. Process is exactly what we need in order to gain control of our work day and become productive. With process, we can set our customers’ expectations, measure our progress and meet our service levels with confidence. When process is done right, you see serenity and focus in the work place. You start counting the successes not the failures. You start getting thank you letters from your customers not complaints.