“I trust you can tell me now what the four categories of work are?” I hear him ask.
“Yes, I think I can,” I say. “At the plant, I gave you one category, which was business projects, like Phoenix,” I say. “Later, I realized that I didn't mention internal IT projects. A week after that, I realized that changes are another category of work. But it was only after the Phoenix fiasco that I saw the last one, because of how it prevented all other work from getting completed, and that's the last category, isn't it? Firefighting. Unplanned work.”
From the Book The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win, IT Revolution Press, 2013, ISBN B00AZRBLHO