Defining our fictional organization

Before we look at our transformation journey, let's first define the organization we are working with. I would like to introduce you all to Travelics. Through early discussions with Travelics, we have found out some usual details from them:

• Global organization based in Europe and North America.
• Employs around 4,000 employees.
• Produces two products for the aviation industry, one focused on baggage tracking and one on operational insights.
• Both products have teams of around 15 developers.
• Operations is a shared entity and part of central IT.

Now that we have established some fundamentals about Travelics, let's move into learning some more specifics about them and what they are trying to achieve.

Current operating model

Travelics' current operating model is that customers drive feature requests to the software engineering teams. The process of doing this is via engagement with account managers as well...