kanban - class of service (to manage incidents in a devops team)
TRANSCRIPT
KANBAN – CLASS OF
SERVICE
BY ANURAG SHRIVASTAVA
SOLVING THE INCIDENTS AND OTHER UN-
PREDICTABLES IN A DEVOPS TEAM
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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
reasonable way of processing these
different types of work?
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
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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
Class of Service by Color
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Class of Service by Swim Lane
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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