It seems that there are some businesses that rely heavily on tacit knowledge (“Tacit knowledge,” 2013) to run their IT services. Documentation is seen as non-value added activity (“non value added activity,” 2013). When there is a problem with an application, there is usually a name associated with the application; a go-to person. This approach places a company at-risk. One of the phrases we used to use at one of my places of employment was: “What if Jim gets hit by a bus, or wins a million dollars?”. Exactly. What happens if the person with all the unspoken, undocumented, knowledge about an application (or process) is away from the office, even if it’s for a sick day? Does the business just simply wait for the return of the Oracle? Is the response to customers, “Oh, you’ll have to wait on that financial application to be fixed, Jim is away on vacation”?