As the world evolves into a connected web of services that weave devices, users, and data in a seamless user experience, the megacloud providers have set expectations — for always-on capabilities, limitless capacity, and resilience in the face of occasional lapses in availability — that developers and infrastructure and operations (I&O) pros must now meet. These expectations for continually available services require new ways of thinking about and delivering user experiences. This report outlines the practices I&O pros need as they embrace dependability, over and above mere availability, in delivering services.