I think you should read "the Phoenix project."

One of the lessons in that book is that the main reasons things in IT are slow isn't because tickets take a long time to complete, but that they spend a long time waiting in a queue. The busier a resource is, the longer the queue gets, eventually leading to ~2% of the ticket's time spent with somebody doing actual work on it. The rest is just the ticket waiting for somebody to get through the backlog, do their part and then push the rest into somebody else's backlog, which is just as long.

I'm surprised FAANGs don't have that part figured out yet.