“I can see that we’re not ready to have this discussion. Until you gain a better understanding of what work is, any conversation we have about controlling work will be totally lost on you. It would be like talking about acrobatics to someone who doesn’t believe in gravity yet. “Rest assured, though,” he says, pointing at the job release desk, “in order to get to where you want to go, eventually you will need to figure out what your equivalent to that desk is. You must figure out how to control the release of work into IT Operations and, more importantly, ensure that your most constrained resources are doing only the work that serves the goal of the entire system, not just one silo.”