IT Operations is evolving and, as such, it is becoming increasingly complex for IT Operators to manage their IT environments and minimise down-time of websites, applications, and services. IBM Agile Service Manager is a realtime topology viewer which allows IT Operators to manage their complex environments. Our design team were tasked to improve the user experience of IBM Agile Service Manager.  Working collaboratively in a multi-disciplinary team, we used design thinking and user research methods to understand the challenges faced by IT Operations, and how we could best address them.