“It is.” is the best answer, really, my friend confided in me over a campfire when describing his and a friend’s 24 hours of trying to unravel the mysteries. I was selling CP/M computers at the time, and he was talking bigger than Information Technology. We all know that IT is as we look out over the spread of servers and viruses and networks and probing. It is endless. It is everything. IT is, and there is no way around that. The challenge is to get your mitts around the scope of IT services in a way that is a tad bit less mystical. If you would like some guidance on managing and improving IT services, check out the Microsoft Operations Framework. This is based on the Information Technology Infrastructure Library (ITIL); however, the Microsoft resources are easier to access and understand. There is an iterative model of implementation using support, optimization, operations and change management that is quite intuitive, yet not trite. The framework and related documents are also quite useful in explaining to upper management what it is, exactly, that IT entails.