Previously, I wrote about a pacing out reactive work and burn down spreadsheets.
The one item that I did have in mind, but did not write down, was the concept of unplanned work and how one deals with it, how one plans on dealing with it.
Unplanned work needs to be taken into account.
Those in IT will know about this, as it comes from scrum methodology. The Phoenix Project is a great book if you read more about this from a storytelling type of perspective.
I imagine that in my next sprint (one sprint = one fortnight), I need to prepare for unplanned work.