Chapter 12
Workflow
Learn how to see. Realize that everything connects to everything else.
Leonardo da Vinci
Workload unpredictability is one of the most frustrating things that service teams face. Service breakages often come out of nowhere, forcing team members to drop everything to respond. These can lead to newly discovered problems that inevitably lead to yet more unplanned work, all of which then must be prioritized against current commitments. Any work that gets delayed as a result predictably leads to disappointment by the customer and frustration within the delivery team. Who wouldn’t become commitment-shy when faced with that?
IT teams with reactive service commitments do what any sensible person would under such circumstances: make ...
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