A great article.
Summarizes many ongoing problems in the industry. The very word O&M, including security, is treated poorly in many organizations. Seems everyone wants to work on new stuff, and the existing infrastructure that pays the bills is considered non value work. Anyone with experience in the field has dealt with ongoing support and costs.
Rule 1: Support work has many risks and failure is unacceptable.
Rule 2: Preventative maintenance is rarely in budget
Rule 3: O&M is just overhead that should be reduced.
Seems like a great topic for a book.