Editing The Playbook (section)

==Why this framing==

Twenty-plus years in enterprise infrastructure and managed services means being the person a customer calls right after they've already tried turning it off and on again. That job runs on the same discipline as [[Spacelift]] and the practice labs on this site: plan and apply are structurally separate, nothing touches production without a human confirming, and every failure gets a real postmortem instead of a shrug. The Playbook applies that same discipline to the customer relationship instead of the AWS account.

The other half of the framing: since 2024, building AI agents (see [[MAC]]) that now do the boring 60% of this job. The Playbook is written for a world where automation already handles detection and drafting — the open question isn't whether AI touches the customer relationship, it's exactly where the human has to stay in the loop. [[Risk]] is the phase that answers that.