But what about the BAU work?
When you make all the work explicit, you get fewer surprises.
When people work in product-based teams, the product development work is front and centre. It is easy to see how this work adds value and where it should live. Less obvious is where the day-to-day “Business As Usual” work sits, how it gets prioritised and measured, and how to ensure it is not neglected.
I like to make this kind of work explicit, as one of several types of demand. Making all the work visible means we can measure our real capacity and prioritise for changing business needs, rather than having “ghost” work hiding in the system.