" A network engineer who holds multiple certifications with years of technical experience, but is responsible for routine troubleshooting and configuration changes.

" A database administrator who would rather be interacting with customers, but spends valuable time digging through complex databases.

" A service desk agent with an innate ability to solve complex problems, but is unable to transfer to a command center position where they can be more effective at solving bigger issues.

Too many infrastructure and operations professionals fulfill both an engineering and operational function -- two distinct roles that mandate different mental faculties and emotional competencies. Engineering is an inherently creative process that takes time to master and requires deep technical expertise, while operations professionals stress methodical process adherence and an ability to switch tasks frequently and adapt to continuously changing demands. Most individuals can perform one or the other well -- but not both.

Step 2: Transform Employees Into Technology and Process Innovators