CONTENTS
Chapter 1: Change in Assignment
Chapter 3: Turning up the Heat
Chapter 4: Searching for the Right Place to Start
Chapter 5: Investigating the Wetware
Chapter 6: Managing Service Outages
Chapter 9: What is that Light at the End of the Tunnel?
Chapter 10: Not Everyone likes Answers
Chapter 11: Why Service Outages are like Dandelions
Chapter 12: When No One is Around
Chapter 13: The Right Thing the Wrong Way
Chapter 14: Going Through them Changes
Chapter 15: Some Fingers Point and Some Hands Clap
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