Since then new instruments have become operational and 1st generation ones replaced, filling the 12 VLT foci and feeding the VLT Interferometer and its four Auxiliary Telescopes. Operating efficiently such a broad range of instruments installed and available every night of the year on four 8-metre telescopes offers many challenges. Although it may appear that little has changed since 1999, the underlying VLT operational model has evolved in order to accommodate different requirements from the user community and features of new instruments.
Did it fulfil its original goal and, if so, how well? How did it evolve? What are the lessons learned after more than 15 years of operations? A careful analysis and monitoring of statistics and trends in Phase 1 and Phase 2 has been deployed under the DOME (Dashboard for Operational Metrics at ESO) project. The main goal of DOME is to provide robust metrics that can be followed with time in a user-friendly manner. Here, we summarize the main findings on the handling of service mode observations and present the most recent developments.