1. KANBAN – CLASS OF
SERVICE
BY ANURAG SHRIVASTAVA
SOLVING THE INCIDENTS AND OTHER UN-
PREDICTABLES IN A DEVOPS TEAM

2. 2
Few would question that an issue
resulting in 10,000 users being
unable to access the system and
costing EUR 100,000 in revenue per
hour deserves special treatment,
compared to a feature under
development. But how do we make
sure that we choose the most

3. Types of Work in a DevOps
Team
 Typical types of work include:
• User Stories (Small, Medium, Large)
• Bugs (Cosmetic, Critical, Blocker)
• Manual Reports
• Textual Edits
• Support Tasks
• Installation
3

4. Standard Class
• Work types: Cosmetic Bugs, User stories
• Special treatment: None
Priority Class
• Work Types: Critical bugs, High priority user stories.
• Special treatment: Takes priority at each stage.
Fixed Deadline Class
• Work Types: User Stories
• Special treatment: Takes priority at each stage if deadline is deemed
unsafe.
Otherwise, it is treated as a standard class. Emergency deployed if
necessary.
Expedite Class
• Work Types: Blocker Bug
• Special treatment: Break WIP limits, stop existing WIP, emergency
deploy 4

5. Class of Service by Color
5

6. Class of Service by Swim Lane
6

7. Remarks
 DevOps team commits on delivering sprint
backlog and reserved 10% reserved time for
incidents
 In case of no incidents during the sprint, the
devops team would deliver more story points to
account for 10% time for incidents
 When the team can’t deliver more than 50% of
committed story points due to a major incident the
sprint is aborted and fresh sprint planning is done
when the incident has been resolved
 When the team needs more than 10% reserved
time to solve incidents then number of committed
story points in the sprint backlog are reduced
proportionally 7