IT OperationsQueue Approach

Technical

Debt

How IT Ops usually spend time?

IT Ops

Sales &

Marketing

Support2nd Line

Customer

Support

Special

Customers

Operational Work

Improvement Projects

Internal Tools

Internal Customer A

Invisible work

It will hurt later!

Internal Customer B

How IT Ops end up?

What is the problem?

1. Continuous Overload2. Concurrent tasks3. Unpredictability4. Manual work5. Reactive Actions6. Risk of burnouts7. Sense of urgency

Serving the whole organization and customers without any flow control –based only on people workforce capacity!

What is the new approach – queue approach ?

Sales & Consulting

Customer Support

Operations & Releases

IT Projects

On-Premise

Very much the same as Kanban with multiple flows and organizational re-structuring!

How task prioritising works?

Sales & Consulting

Customer Support

Operations

Projects

On-Premise

IT Ops

-Internal stakeholders prioritize their queues for IT Ops-IT Ops Engineers estimate and complete tasks

-IT Ops isolates resources and prioritizes their queues-Focus on paying back technical debts through projects

What are the advantages?

1. Load predictability2. Parallel tasks3. Priority isolation4. Proactive 5. No burnouts6. Capacity planning7. Project work8. Resource planning

Thank you!