In the constant press of rolling out ever better products and services to our customers, it can be easy-- and often necessary-- to fall into a reactive mode around reliability.  When our systems break, we have an incident process that pulls people together to figure out the problem, and fix, it as quickly as possible.  That process works well and is necessary and important for particularly complex system issues, but also potentially costly in customer and staff disruption, and wellness.  If we look closely, there are sometimes phenomena that we inertially accept as being routinely resolved in a relatively costly incident mode that could be handled much more cheaply and routinely.…