Preface; About the Author; Acknowledgements; Contents; Introduction; Chapter 1: All Together Now; Chapter 2: One Big, Happy Family; Chapter 3: Who Wants to Support this Service?; Chapter 4: The Abandoned Service; Chapter 5: Don't Confuse me with the Details; Chapter 6: Voices in the Night; Chapter 7: When Capacity isn't Enough; Chapter 8: Coffee Talk; Chapter 9: Just Sit There and Take It; Chapter 10: Once More Unto the Breach, My Friend?; Chapter 11: Reprimand by Remote Control; Chapter 12: Success Feels Good; Chapter 13: No Plan Survives Contact with Reality
