Heads of IT department may dream of the perfect team where every member can manage requests, changes and incidents in a fast and smart way. Unfortunately, too many support people still make manual actions to solve issues without giving any clear risks and rollback methods.

I used to say to my team : If you do something twice, then you should have scripted it the first time.. Theory is so different from reality. I know very well that sometimes we don't have enough time or the appropriate knowledge at the right time to script everything.

However, if we don't make the first step, we will never go anywhere.

So let's have a look to the first step right now.