We live in a time when customers expect services to be delivered non-stop, without interruption, 24x7x365. Need proof? Just look at the outrage this week stemming from RIM's 3+ day BlackBerry service/outage impairment. Yes, this was an unusually long and widespread disruption, but it seems like every week there is a new example of a service disruption whipping social networks and blogs into a frenzy, whether it's Bank of America, Target, or Amazon. I'm not criticizing those who use social media outlets to voice their dissatisfaction over service levels (I've even taken part in it, complaining on Twitter about Netflix streaming being down on a Friday night when I wanted to stream a movie), but pointing out that now more than ever infrastructure and operations professionals need to rethink how they deliver services to both their internal and external customers.