IT Operations teams have to manage several parallel IT applications internally within the enterprise, or alternatively by providing IT application management services to external customers.
For those teams that have an adequate monitoring and controlling system for issue tracking, the main issue is complying with the expected service levels. This service level is usually defined in SLAs (Service Level Agreements). SLAs describe the frames of incident management, how to prioritize issues, and define the escalation rules to follow with certain issues.
The necessary monitoring and control systems of IT Operations have to provide a quick and easy overview of all issues along the incident management lifecycle from submission until final problem solving. In between, there are several stages and assignment procedures where the technical work has to be done. For external service providers, being compliant with SLAs is a business-critical issue from the service quality point of view. Kanban is one of the most comprehensive tools to provide insight into the different stages of incident management, providing up to date information for team members and management.
How does the Kanban board help track issues?
The Kanban board is a great visualization tool for the IT Operations team. It provides insights at a glance on the status of issues along the defined escalation workflow. codeBeamer ALM offers great features for IT Operations with a Kanban board for issue tracking.
1. Set escalation rules
You can set an escalation time period for each issue type. When defining escalation times, you can differentiate between working time and non-working time. Then, you can define rules to set escalation times for issues.
2. Define support sprint to collect all bug fixing issues across different sprints
In the case of Agile development, issues regarding bug fixing or change requests will be added to different sprints. In order to see all issues handled by the support team, a support sprint has to be defined, where all issues across different sprints will be visible.
3. Select issue status based on predefined swimlanes
codeBeamer's Kanban board lets you set and use for filtering the following statuses for all issues:
- Submitted at
- Modified at
- Escalation date (last fired)
You can choose different swimlanes in the cardboard to filter issues, e. g. Last 7 days, last 2 weeks, last month, in May, etc.
4. Select issue by "Assigned to" and clients (domains)
You can use a filter on the cardboard to get a quick overview of all issues assigned to your IT management staff, and also to see the status of issues pertaining to each of your clients. This view with the swimlane filter gives immediate insights about open, critical (terminated), or solved issues in the pipeline.
codeBeamer also sends notifications to the IT staff on escalation actions. This helps team members keep deadlines while also offering a resource management framework for management to avoid service unconformities. Ready to find out more? Request a demo to explore codeBeamer's features to support IT Operations, or start your free evaluation right away.