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IT Operations
Queue Approach
Technical
Debt
How IT Ops usually spend time?
IT Ops
Sales &
Marketing
Support2nd Line
Customer
Support
Special
Customers
...
How IT Ops end up?
What is the problem?
1. Continuous Overload
2. Concurrent tasks
3. Unpredictability
4. Manual work
5. Reactive Actions
6. ...
What is the new approach – queue approach ?
Sales & Consulting
Customer Support
Operations & Releases
IT Projects
On-Premi...
How task prioritising works?
Sales & Consulting
Customer Support
Operations
Projects
On-Premise
IT Ops
-Internal stakehold...
What are the advantages?
1. Load predictability
2. Parallel tasks
3. Priority isolation
4. Proactive
5. No burnouts
6. Cap...
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IT Operations - Queue Approach

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A view on how to re-organize over-strained IT Operations Teams.

Published in: Technology
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IT Operations - Queue Approach

  1. 1. IT Operations Queue Approach
  2. 2. 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
  3. 3. How IT Ops end up?
  4. 4. What is the problem? 1. Continuous Overload 2. Concurrent tasks 3. Unpredictability 4. Manual work 5. Reactive Actions 6. Risk of burnouts 7. Sense of urgency Serving the whole organization and customers without any flow control –based only on people workforce capacity!
  5. 5. 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!
  6. 6. 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
  7. 7. What are the advantages? 1. Load predictability 2. Parallel tasks 3. Priority isolation 4. Proactive 5. No burnouts 6. Capacity planning 7. Project work 8. Resource planning
  8. 8. Thank you!

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