And the seventh guiding principle is the one that we call optimize and automate. Again, this links back to so many of the other guiding principles. But the idea of optimize if often we need a lot of manual activities to occur in any world of service. You have to think about the nature of value streams at the service desk, another practice that we consider. But think around the optimize and automate principle is very much, we should look at each practice, each process, each value stream, each element of the SVS even, and think about, is it in the most optimal situation, 'cause if it's not, can we remove, can we kind of simplify, can we change step, so it is in the most optimal, even though still manual set of activities? And once we've done that, that then keys into next aspect of the principle in terms of the automate side. 'Cause once we made something very optimized, even though still manual, that often then lends itself to being highly procedurized, and therefore can start to wrap automation around them. And automation, in so many respects, should give us a lot of benefits in terms of speed, efficiency, cost optimization, back through service to the organization. But always therefore freeing any staff and humans to actually go and apply their expertise in a lot more focused way, where we can't necessarily automate, 'cause automation certainly cannot be used everywhere in a world of service, even though it has huge potential to drive even better value to the organization.