Issue management, tickets on Kanban with escalation status
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 (ISPs). The main issue for those teams that have an easy to use monitoring and controlling system for issue tracking, is how to comply with the expected service level. This service level is usually defined in SLAs – Service Level Agreements. SLAs describe the frames of incident management, how to prioritize issues, and define their escalation rules. The necessary monitoring and control system of IT Operations has to provide a quick overview on issues along with 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 (ISPs), 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 give a quick insight into the different stages of incident management, providing up to date information for the 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, offering a quick view on the status of issues along the defined escalation workflow.
The codeBeamer ALM provides great features for IT operations with a Kanban board for issue tracking.
1. Set escalation rules
You can set an escalation time period to each type of issues in the administration of the project. In order to set escalation, you can set the calendar differentiating working time and non-working time. Then you can define the escalation time for issues by defining a rule.
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 when all issues across different sprints are visible.
3. Select issues’ status based on pre-defined swimlanes
The codeBeamer Kanban board lets you set and use for filtering the following statuses for each and all issues:
- Submitted at
- Modified at
- Escalation date (last fired)
You can choose different swimlanes in the cardboard to filter issues according them, e. g. Last 7 days, last 2 weeks, last month, in May.
4. Select issue by “assigned to” and clients (domains)
You can use a filter on the cardboard to have a quick overview on issues assigned to your IT management staff and also to see the status of issues of your clients. Clients usually send the issues along with their e-mail address, where the domain name (e.g. Intland) shows the account name.
This view with the swimlane filter gives an immediate insight to the management about open, critical (terminated), or solved issues in the pipeline.
codeBeamer also sends notifications to the IT staff on issues of escalation. This helps team members keep deadlines, while also offering a resource management framework for the management in order to avoid service unconformities. Request a demo to explore codeBeamer’s features of Kanban for IT Operations, and see our related video for more details.