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Chapter 2
The Work of IT
In this chapter, we are going to look at the operational work of IT
(Information Technology) first from the perspective of an IT practitioner, and
then set the stage for looking at this same work from a Lean perspective.
When we look at IT from the point of view of someone who works in IT, we
will often find a rather technology-focused perspective. This is understandable
given the primary importance of technology within IT, and is probably rein-
forced by the attraction that technology has for individuals who choose this
profession. By the same token, even with a technology bias, IT is obviously
not just about technolo ...