How can operations get the applications software that they want?

In SL division at CERN, any major development of application software to be used in the control room entails interaction and a division of responsibilities between people from operations, controls, accelerator physics and equipment groups. Providing the suite of applications for the operators to use for efficient exploitation of the machines is no exception to this. Indeed since routine operation accounts for the largest fraction of machine time, it should be regarded as the most important activity. We have found over 10 years that teams led by operations people, making pragmatic use of formal development methods, prove to be very effective in producing the software required for running the machines. This paper examines the modus operandi of some operations-driven projects, and contrasts this with some less successful ventures.