Warming-center operations hide after-hours incidents off the board so metrics look good. What should the SM/TC insist on?
Select an answer to reveal the explanation.
Short Explanation
Hiding night incidents is stuffing laundry in the closet before guests arrive. Those tickets still use people. If it burns capacity, it belongs on the board.
Full Explanation
Honest visualization includes all demand that consumes team capacity, including interrupt-driven after-hours work. Hiding incidents to protect metrics falsifies WIP, flow time, and distribution. Confidential memos, stretch objectives, and “operations versus Agile” splits recreate the inbox problem. The SM/TC insists the board shows real load so the team can set policies and classes of service that match warming-center reality.