In reply to Chally.

Hi Chally,

My apologies the url is not working for you.
Can you please try to go into my profile? Here you can see the links to all of my posts and hopefully a faster path for you to see the "Cisco IT’s Playbook for Ensuring a Pervasive User Experience" where the playbook is listed.

Here is the link to my profile: http://blogs.cisco.com/author/kattycoulson

Thank you!
Katty