The classic comedy sketch “Who’s on First?” by Abbott and Costello may hit a little too close to home for those tasked with IT resource management. With a history of operating on a “first-in, first-out” basis for support and development requests, it can seem nearly impossible to gain clear visibility on who’s on what project, when they’ll be finished and how much capacity remains untapped-much less earmark time and talent for ad-hoc projects or innovation