{"id":12306,"date":"2016-10-18T15:04:33","date_gmt":"2016-10-18T20:04:33","guid":{"rendered":"https:\/\/blog.planview.com\/?p=12306"},"modified":"2020-02-21T15:13:16","modified_gmt":"2020-02-21T21:13:16","slug":"the-myth-of-multitasking-why-it-operations-needs-wip-limits","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/","title":{"rendered":"The Myth of Multitasking: Why IT Operations Needs WIP Limits"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-12307\" src=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614.jpg\" alt=\"\" width=\"1024\" height=\"614\" srcset=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614.jpg 1024w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614-300x180.jpg 300w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614-768x461.jpg 768w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614-750x450.jpg 750w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>It may sound hard to believe, but multitasking is an effective way to get less done. Juggling multiple tasks at once interrupts your focus, which can cause you to spend more time on each task than if you had completed them one at a time.<\/p>\n<p>While\u00a0<a title=\"\" href=\"https:\/\/www.fastcompany.com\/3057192\/how-to-be-a-success-at-everything\/these-are-the-long-term-effects-of-multitasking\" target=\"_blank\" rel=\"noopener noreferrer\" data-ol-has-click-handler=\"\">research<\/a>\u00a0proves the harmful effects of multitasking on productivity, many of us still approach our work with an attitude of \u201cdo all the things, and do them right now.\u201d It\u2019s especially true for IT Operations teams that are overloaded with handling new requests and keeping production stable. In our experience, that describes every IT Operations team we\u2019ve ever worked with.<\/p>\n<p><a title=\"\" href=\"https:\/\/www.planview.com\/resources\/articles\/what-is-kanban\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-ol-has-click-handler=\"\">Kanban<\/a>\u00a0seeks to minimize multitasking by employing work-in-process (WIP) limits at strategic points in a team\u2019s process or workflow. True to its name, a WIP limit is a tool for limiting how much work can be in process at one time, thereby helping to expose bottlenecks and improve the flow of work. Here\u2019s what IT Operations teams can learn about using WIP limits to get more of the right work done at the right time.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#The_Bottleneck_Effect_A_Case_Study\" >The Bottleneck Effect: A Case Study<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#How_Much_WIP_Does_Your_Team_Have\" >How Much WIP Does Your Team Have?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#Problems_Caused_by_Too_Much_WIP\" >Problems Caused by Too Much WIP<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#The_Bottom_Line\" >The Bottom Line<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#WIP_Limits_How_to_Journey_Safely_into_the_Unknown\" >WIP Limits: How to Journey Safely into the Unknown<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"The_Bottleneck_Effect_A_Case_Study\"><\/span>The Bottleneck Effect: A Case Study<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>An IT Operations team at a company we worked with had a workflow where the final step in the process (before Done) was Validate. There was no process at the time that allowed for timely feedback so, after they were delivered, work items stayed in Validate. The norm was to assume that everything was okay, provided no one complained.<\/p>\n<p>While work sat idle in Validate, people pulled more work out of the backlog into Implement. The Validate queue grew and grew until it had close to 100 work items. The Kanban board below\u00a0shows what this looked like, with the bottleneck stacking up in the Validate queue.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-12308\" src=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Figure-4.png\" alt=\"\" width=\"3825\" height=\"1912\" srcset=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Figure-4.png 3825w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Figure-4-300x150.png 300w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Figure-4-768x384.png 768w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Figure-4-1024x512.png 1024w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Figure-4-750x375.png 750w\" sizes=\"auto, (max-width: 3825px) 100vw, 3825px\" \/><\/p>\n<p><em>Above: A physical\u00a0<i>Kanban board showing a\u00a0bottleneck in the Validate queue<\/i><\/em><\/p>\n<p>Many of the items delivered were indeed satisfactory, but some were not, which made the downstream customers unhappy. When they mentioned the work hadn\u2019t been delivered as they expected, the IT Operations team took a long time to respond because they were already on to the next task.<\/p>\n<p>As time grew between customer feedback and IT Operations response, the unhappy customers became very unhappy and eventually gave up trying to communicate. They complained amongst themselves and to other departments: \u201cOps never respond,\u201d \u201cThey\u2019re like a big black hole,\u201d and \u201cWhat a worthless team.\u201d<\/p>\n<p>Eventually, the IT Operations team\u2019s reputation began to slide down the drain. They were trying to do so many things at one time that they couldn\u2019t do anything well. As Steve Uzzell says in Gary Keller\u2019s book,\u00a0<a title=\"\" href=\"https:\/\/www.amazon.com\/ONE-Thing-Surprisingly-Extraordinary-Results\/dp\/B00FPVS27W\/ref=sr_1_2?keywords=the+one+thing&amp;qid=1582236922&amp;s=books&amp;sr=1-2\" target=\"_blank\" rel=\"noopener noreferrer\" data-ol-has-click-handler=\"\">The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results<\/a>:\u00a0\u201cMultitasking is merely the opportunity to screw up more than one thing at a time.\u201d<\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_Much_WIP_Does_Your_Team_Have\"><\/span>How Much WIP Does Your Team Have?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Here\u2019s an exercise to try: Query your ticketing system (ITSM tool or similar) to reveal the work items that haven\u2019t been touched for a period of time (e.g., 60 days). Compare that outcome with the work that is getting finalized. Is the result discouraging? If yes, have a good, old-fashioned conversation with the team about finishing work before starting new work. Try doing it by ticket type so you can see which tickets goes smoothly and which get stuck on the way.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-12309\" src=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LeanKit-Board-showing-WIP-limits.png\" alt=\"\" width=\"2560\" height=\"1502\" srcset=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LeanKit-Board-showing-WIP-limits.png 2560w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LeanKit-Board-showing-WIP-limits-300x176.png 300w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LeanKit-Board-showing-WIP-limits-768x451.png 768w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LeanKit-Board-showing-WIP-limits-1024x601.png 1024w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LeanKit-Board-showing-WIP-limits-750x440.png 750w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<p><em>Above: A Planview AgilePlace board showing WIP limits in Plan, Develop:Done, and Deploy<\/em><\/p>\n<p>In an effective pull system, WIP limits facilitate conversations that can shift the organization from an authority-focused, must-do-all-the-things approach to a dialogue around what-is-the-best-thing-to-do-right-now, based on a collective agreement of the real business and economic goals and the team\u2019s capacity to do the work.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Problems_Caused_by_Too_Much_WIP\"><\/span>Problems Caused by Too Much WIP<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>In addition to creating delays in the delivery of business value, too much work in progress masks two other major problems:<\/p>\n<ul>\n<li>Busyness is mistaken for productivity.<\/li>\n<li>Fast feedback is thwarted.<\/li>\n<\/ul>\n<p>When busyness is mistaken for productivity, everyone looks like they are busy, but tangible outcomes for delivering value to customers are lacking. Not a good place to be if you\u2019re serious about being successful. Too much work in progress equates to saying \u201cyes\u201d to too many things. When you have a tendency to take on more work than you have the capacity to do, setting and adhering to WIP limits is a way to stop the pandemonium and to give yourself (and your people) permission to say, \u201cSorry; not today.\u201d<\/p>\n<p>When people have to wait too long before they receive feedback, the value of the feedback decreases. They move on to the next thing, and they no longer have the time to take the feedback on board. Consequently, they lose the opportunity to improve their work. The Lean philosophy is big on removing waste, but it\u2019s hard to see waste unless you have delivered something and received feedback on it. In the Kanban world, value trumps waste reduction, and fast feedback is a great way to provide value.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_Bottom_Line\"><\/span>The Bottom Line<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>It\u2019s easy to cast aside an aging request when a shiny new request arrives in the backlog. But the cost of starting new tasks before finishing the old tasks can be high. When too much work is in progress, negative issues occur: multitasking increases, bottlenecks develop, dependencies rise, windows of opportunity slip, and holidays arrive. And, because progress is delayed, people pile more work on. This causes the work to take longer than it should and delays the delivery of value to the business. Using WIP limits can help your team reduce multitasking and focus on finishing the work that matters most.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"WIP_Limits_How_to_Journey_Safely_into_the_Unknown\"><\/span>WIP Limits: How to Journey Safely into the Unknown<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Interested in learning how to start using WIP limits with your team? This three-part blog series and webinar will serve as your guide, explaining not only the common obstacles you\u2019ll face but also how to overcome them.\u00a0<a title=\"\" href=\"https:\/\/blog.planview.com\/wip-limits-how-to-journey-safely-into-the-unknown\/\" rel=\"noopener\" data-ol-has-click-handler=\"\">Start\u00a0Now<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It may sound hard to believe, but multitasking is an effective way to get less done. Juggling multiple tasks at once interrupts your focus, which can cause you to spend more time on each task than if you had completed them one at a time. While\u00a0research\u00a0proves the harmful effects of multitasking on productivity, many of&#8230;<\/p>\n","protected":false},"author":151,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","footnotes":""},"categories":[38],"tags":[511],"class_list":["post-12306","post","type-post","status-publish","format-standard","hentry","category-work-collaboration","tag-leankit"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Myth of Multitasking: Why IT Operations Needs WIP Limits - Blog | Planview<\/title>\n<meta name=\"description\" content=\"It may sound hard to believe, but multitasking is an effective way to get less done. Juggling multiple tasks at once interrupts your focus, which can cause you to spend more time on each task than if you had completed them one at a time.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Myth of Multitasking: Why IT Operations Needs WIP Limits\" \/>\n<meta property=\"og:description\" content=\"It may sound hard to believe, but multitasking is an effective way to get less done. Juggling multiple tasks at once interrupts your focus, which can cause you to spend more time on each task than if you had completed them one at a time.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/\" \/>\n<meta property=\"og:site_name\" content=\"Planview Blog\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/www.facebook.com\/pages\/Planview-Inc\/89422974772\" \/>\n<meta property=\"article:published_time\" content=\"2016-10-18T20:04:33+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-02-21T21:13:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614.jpg\" \/>\n<meta name=\"author\" content=\"Dominica Degrandis\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Planview\" \/>\n<meta name=\"twitter:site\" content=\"@Planview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dominica Degrandis\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/\"},\"author\":{\"name\":\"Dominica Degrandis\",\"@id\":\"https:\/\/blog.planview.com\/#\/schema\/person\/eb07f960fc49f0f339a2d9fc1090e875\"},\"headline\":\"The Myth of Multitasking: Why IT Operations Needs WIP Limits\",\"datePublished\":\"2016-10-18T20:04:33+00:00\",\"dateModified\":\"2020-02-21T21:13:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/\"},\"wordCount\":1000,\"publisher\":{\"@id\":\"https:\/\/blog.planview.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614.jpg\",\"keywords\":[\"LeanKit\"],\"articleSection\":[\"Work Management for Teams\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/\",\"url\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/\",\"name\":\"The Myth of Multitasking: Why IT Operations Needs WIP Limits - Blog | Planview\",\"isPartOf\":{\"@id\":\"https:\/\/blog.planview.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/blog.planview.com\/the-myth-of-multitasking-why-it-operations-needs-wip-limits\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/ITOPS_WIP_BLOG_IMAGE-1024x614.jpg\",\"datePublished\":\"2016-10-18T20:04:33+00:00\",\"dateModified\":\"2020-02-21T21:13:16+00:00\",\"description\":\"It may sound hard to believe, but multitasking is an effective way to get less done. 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