Problem → Impact → Desired outcome → Who owns it 1. File server is out of warranty and slow Crashed for 2.5 days last November. 40 billable engineers idle or working around it. Meredith's number, not ours: "about sixty grand of billable time, and we still invoiced the client late." Wants it to stop being a single point of failure. → Meredith 2. No MFA, backups never tested Insurer has loaded the premium by $14k and flagged non‑renewal at 31 March. Dave believes backups run; nobody has ever restored one. → Meredith (risk), Dave (technical) 3. Two engineers are unofficial IT Rob and one other spend roughly four hours a week each on other people's IT problems. At their charge‑out rate that's ~$51.5k of billable time a year, invisible in any budget. Nobody had added this up before the call. → Tanya (once quantified) 4. Ironbend site performance Survey files open over a VPN that drops. Two years of complaints, no root cause ever established. Rob calls it "the reason we don't win Ironbend work twice." → Rob 5. Break-fix economics $68k of contractor invoices over the last 12 months, all reactive, all after something broke. Tanya can't forecast it and hasn't been able to for years. → Tanya 6. Dave's actual job Hired to run a project portfolio (site rollouts, a document management project stalled 14 months). Spends ~80% of his week on tickets. → Dave, and this is the deal's real pivot