Assessments - The Practice of Cloud System Administration - page 443

• What is the process for raising a red flag? Whose responsibility is it?
• What happens after a red flag is raised? When is it lowered?
• How are projects for reducing toil identified? How are they prioritized?
• How is the effectiveness of those projects measured?
• If there is a corporate standard practice for this OR, what is it and how does this
service comply with the practice?
Level 1: Initial
• Toil is not measured and grows until no project work, or almost no project work,
can be accomplished.
• There is no process for raising a red flag.
• Some individuals recognize when toil is becoming a problem and look for solu-
tions, but others are unaware of the problem.
• Individuals choose to work on the projects that are the most interesting to them,
without looking at which projects will have the biggest impact.
Level 2: Repeatable
• The amount of time spent on toil versus on projects is measured.
• The percentage of time spent on toil that constitutes a problem is defined and com-
municated.
• The process for raising a red flag is documented and communicated.
• Individuals track their own toil to project work ratio, and are individually respons-
ible for raising a red flag.
• Red flags may not always be raised when they should be.
• The process for identifying which projects will have the greatest impact on toil re-
duction is defined.
• The method for prioritizing projects is documented.
Level 3: Defined
• For each team, the person responsible for tracking toil and raising a red flag is
identified.
• The people involved in identifying and prioritizing toil-reduction projects are
known.