4 votes

Kanban on engineering dealing with customer services

My answer is there isn't a single answer so Experiment. Don't forget the Kaizen part of Kanban. You should continuously be looking at what is working and not working and then tweaking the system ...
Joel Bancroft-Connors's user avatar
2 votes
Accepted

setting ITIL as a common framework for multiple IT teams around the world

I'm not all that familiar with the details of ITIL. When I've run across it, what I have usually found is the process was stagnating the origanization. What I would advise is flip things around, ...
Joel Bancroft-Connors's user avatar
1 vote

IT department (service) work effort

Record everything. we have some projects for which there were no tickets neither[sic] time measures, (recording everything would be time-consuming and we already does[sic] not have enough resources) ...
Sarov's user avatar
  • 14.8k
1 vote

IT department (service) work effort

If you don't have any measurements or metrics right now, I'd start with a few simple ones: work queue size, number of items in progress (WIP), work item age, lead time, cycle time, and throughput: ...
Thomas Owens's user avatar
  • 19.4k
1 vote

How does ITIL handle frequent adjustments to mailserver?

What you've described sounds like a candidate for a Standard change in ITIL. ITIL defines 4 levels of requests for change. Standard Normal Emergency Major A standard change is essentially any ...
llorrac's user avatar
  • 121
1 vote
Accepted

What does SLE stand for in ITIL?

Seems to be Service Level Expectation. From an article in Information Week titled Service-Level Agreements Come Of Age: When you think of SLAs, you might also think of penalties, contract ...
Danny Schoemann's user avatar

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