This document discusses a "queue approach" for IT operations to address common problems like overload, unpredictability, and manual work. The key aspects of the queue approach are: 1. Organizing work into prioritized queues for different parts of the organization like sales, customer support, projects, and on-premise support. 2. Internal stakeholders prioritize the queues for IT operations to work on, and IT engineers estimate and complete the tasks. 3. IT operations can then isolate resources and prioritize their own queues to focus on things like paying down technical debt through projects. 4. The queue approach provides advantages like increased load predictability, ability to work on parallel tasks, priority isolation between queues

1. IT Operations
Queue Approach

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. How IT Ops end up?

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. 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. 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. 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. Thank you!