Just finished reading The Phoenix Project for the third time. I’m fascinated. So many important concepts. One of the more enlightening ones for me are the four types of IT work:
Projects around delivering direct customer value.
Internal IT projects
Infrastructure and operations projects, internal improvements. The production line for delivering the above business projects.
Fixed, changes, improvements generated by the two above.
Incidents, fixing problems in the three previous types of work. Unplanned work can significantly reduce the amount of time available for planned work.
One simple insight: in order to deliver the product or service you need to work on and improve the tools you use to deliver.