Managing Escalations and SLAs

Managing Escalations and SLAs

Escalation management is essential in complying with Service Level Agreements. Escalation rules can be set up on all items such as bugs, CRQs, tasks or requirements. The Kanban board can be configured to show issues in escalation that meet the pre-defined escalation criteria. Notifications can also be triggered by certain rules, events or timeframes. Our…

Success with Agile and Kanban

Adaptability and Experience are key to success with Agile and Kanban. In a survey among experts carried out by Intland Software, the following question was asked. How much depends on a team experience and adaptability in achieving efficiency and higher productivity with Scrum or Kanban? One of the commenter suggested the question be tackled in two parts:…

Kanban for IT Operations

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…

Kanban or Scrum – Is Scrum for developers and Kanban for IT support?

Scrum is one of the most popular Agile software development frameworks. When companies decide to adapt Agile, the majority start with Scrum. Scrum is great for small, cross-functional and self-organizing teams since it enables them to “divide”development work into short periods called “Sprints”. Other key elements of Scrum are the backlog with not prioritized user…