Hi noggers, First some background; I have inherited a real-time services delivery infrastructure that while technically functional is absent of a wworking tiered operational support structure. In addition, the infrastructure was not implemented with technology best practices and has some remaining single points of failure. T3/engineering handles engineering, operational support, testing, and development. T1 and T2 perform some tasks but not what is expected of a traditional support structure, As we are attempting to scale our program our limitations are obvious. We are trying to scale the program and need to remedy all single points of failure and implement technical and management best practices. While we try to remedy all of the above, our customer expects routine capability enhancements. Question(s) 1) how to pivot to a tiered operational support structure and set expectations for each tier level. How do I do that without having my entire staff leave? Current staff is not a professional organization and are used to a purely reactive state. 2) ITIL process are great and we have started to implement what makes sense but I need a operational support stucture/model to support and manage this effort. 3) How do you manage your engineering and operational projects? Currently I am using Excel for all projects short and long term and also use a seperate spreadsheet for my short term project sprints? Basic project tracking with no mature processes involve. How are you pulling this all together? I would like to hire key positions that can bring essential capabilities to my project but I am limited hiring new staff. thoughts, suggestions Mike