{"id":12582,"date":"2016-02-09T10:39:51","date_gmt":"2016-02-09T16:39:51","guid":{"rendered":"https:\/\/blog.planview.com\/?p=12582"},"modified":"2020-02-25T10:43:34","modified_gmt":"2020-02-25T16:43:34","slug":"3-questions-every-it-ops-person-hears-and-how-to-answer-them","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/","title":{"rendered":"3 Questions Every IT Ops Person Hears (And How to Answer Them)"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-12583\" src=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614.jpg\" alt=\"\" width=\"1024\" height=\"614\" srcset=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614.jpg 1024w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614-300x180.jpg 300w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614-768x461.jpg 768w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614-750x450.jpg 750w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>Hello, my name is Geoff Craig and I am an Automation Engineer here at Planview AgilePlace. In my previous life, I worked in IT Operations for numerous companies, large and small, on projects of varying complexity.<\/p>\n<p>In every IT Operations group that I\u2019ve worked with, there were always competing priorities from different parts of the business. We kept hearing the same questions about why work wasn\u2019t getting done. We knew the answers, but we never had a way to communicate the problems in a way people would understand \u2014 so they never got solved.<\/p>\n<p>One of the reasons I came to Planview AgilePlace is that I firmly believe that visualizing the work of IT Operations can change the way we work \u2014 and thus, how the value of IT Operations is perceived in the organization.<\/p>\n<h3>The Same 3 Questions<\/h3>\n<p>The nature of IT Operations work means that we\u2019re always trying to strike a balance between the following conflicting priorities:<\/p>\n<ul>\n<li>Providing value back to the business by deploying new software and software upgrades<\/li>\n<li>Firefighting the existing systems<\/li>\n<li>Keeping existing systems up to date; patch management and regular maintenance<\/li>\n<\/ul>\n<p>These competing priorities always cause clashes between project work and the \u201ckeeping the lights on\u201d work. We hear the same three questions:<\/p>\n<ol>\n<li>Why isn\u2019t work getting completed as planned?<\/li>\n<li>Why does the IT Operations team always seem overworked?<\/li>\n<li>How do we justify an increase in headcount so that the first two questions are no longer asked?<\/li>\n<\/ol>\n<p>Once I started at Planview AgilePlace and committed to\u00a0<a title=\"\" href=\"https:\/\/blog.planview.com\/3-reasons-it-ops-uses-lean-flow-kanban-for-devops-part-1-of-3\/\" rel=\"noopener\" data-ol-has-click-handler=\"\">managing work with Kanban<\/a>, I realized that this was the tool that could answer the questions in a way that everyone could understand. It would give us a voice we\u2019d never had before.<\/p>\n<h3>Spreadsheet\u00a0Dysfunction<\/h3>\n<p>I\u2019ve worked on several projects that included multiple teams working\u00a0in multiple locations. We always spent a significant amount of time going back and forth\u00a0with project managers, trying to track and report status in one of two ways: Microsoft Project, or a comically large Excel spreadsheet.<\/p>\n<p>We would use these tools to update tasks so that they could report up the migration status of a location that was moving to a new messaging system. The problem with keeping track of tasks in this manner is there is no way of\u00a0<a title=\"\" href=\"https:\/\/blog.planview.com\/identifying-bottlenecks-using-queue-lanes\/\" rel=\"noopener\" data-ol-has-click-handler=\"\">identifying or tracking bottlenecks<\/a>\u00a0in the process. There could be many:<\/p>\n<ul>\n<li>Were we waiting for Outlook to get deployed?<\/li>\n<li>Were we behind on copying mail?<\/li>\n<li>Were we behind getting information back to begin the process?<\/li>\n<\/ul>\n<p>If you\u2019ve ever tried to answer those questions using Project or Excel, you have my sympathy. I\u2019ve sat through too many meetings trying to explain where the bottlenecks were in a process and how to fix them. Visualizing the workflow would have easily illuminated our bottlenecks and allowed our team to\u00a0<a title=\"\" href=\"\/why-limiting-your-work-in-progress-matters\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-ol-has-click-handler=\"\">adjust our work in progress (WIP)<\/a>\u00a0to resolve the issue.<\/p>\n<h3>Visualizing Work in Planview AgilePlace, at Planview AgilePlace<\/h3>\n<p>A good example of how our team does this at Planview AgilePlace is that we limit WIP when we deploy new systems at various stages in the deployment process. We also keep track of our firefighting in a special firefighting lane. \u00a0This allows us to easily communicate when firefighting has stalled progress in a deployment, and it allows us to limit our WIP so that we don\u2019t front end a lot of development work and stall our deployment velocity. This allows our team to deploy quickly \u2014 and allows our product managers to easily find answers to those three questions.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-12584\" src=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Screen-Shot-2016-02-05-at-9.56.42-AM-1-1024x887.png\" alt=\"\" width=\"1024\" height=\"887\" srcset=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Screen-Shot-2016-02-05-at-9.56.42-AM-1-1024x887.png 1024w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Screen-Shot-2016-02-05-at-9.56.42-AM-1-1024x887-300x260.png 300w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Screen-Shot-2016-02-05-at-9.56.42-AM-1-1024x887-768x665.png 768w, https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/Screen-Shot-2016-02-05-at-9.56.42-AM-1-1024x887-750x650.png 750w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h3>Beyond Visualization: Optimizing Workflow<\/h3>\n<p>The other area that visualization can help is in the area of Mergers and Acquisitions. Most of the companies that I have worked with in the past 15 years have acquired small or medium-sized businesses. The first IT task is typically to get those companies on the corporate standard platform. Those\u00a0types of projects require coordination between multiples teams: networking, desktop support, application support, etc.<\/p>\n<p>In those\u00a0projects, we were always trying to figure out where the other teams were in the process. Meanwhile, managers and executives were trying to determine the state of the overall project. Trying to manage a multiple-team project with dependencies, due dates and unexpected issues without visualization was nearly impossible. It always led to:<\/p>\n<ul>\n<li>Frustrations at every level, from executives to the implementation teams<\/li>\n<li>Missed deadlines<\/li>\n<li>Misaligned expectations<\/li>\n<li>Difficulties working with and communicating between teams<\/li>\n<\/ul>\n<p>On multi-team projects, handoffs between teams almost always slow down progress. I\u2019ve worked in many projects where my team did all the back-end work getting systems prepared when moving an acquired facility over to a new email system. We were always having to go to a project manager or another team lead to see their status, so we never knew what effect our work was having on the system.<\/p>\n<p>Visualization changes this paradigm. It shifts the conversation from, \u201cWhen will you be done with that?\u201d to, \u201cHow can we help you finish?\u201d. When that shift happens, you can start to focus more on identifying ways to optimize the workflow via automation or general process improvement. Visualization naturally leads you to finding the bottlenecks and improving overall time to project completion.<\/p>\n<h3>Communicating the Value of IT Ops<\/h3>\n<p>There\u2019s a great quote\u00a0from Lean pioneer W. Edwards Deming: \u201cYou can\u2019t manage what you don\u2019t measure.\u201d In IT Operations, you can extend this to: \u201cYou can\u2019t manage what you don\u2019t measure \u2014 and it is extremely difficult to measure what you can\u2019t visualize.\u201d<\/p>\n<p>I\u2019ve worked on many projects where we managed to get things done on time with multiple teams, but the overhead of trying to keep track of\u00a0the status of all the moving parts caused unnecessary stress and burden on all the people involved. Using visualization to communicate how IT Operations works is the next huge leap forward in transforming not only how we work, but also how the business side of the house determines the value that IT Operations brings to the organization.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hello, my name is Geoff Craig and I am an Automation Engineer here at Planview AgilePlace. In my previous life, I worked in IT Operations for numerous companies, large and small, on projects of varying complexity. In every IT Operations group that I\u2019ve worked with, there were always competing priorities from different parts of the&#8230;<\/p>\n","protected":false},"author":164,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","footnotes":""},"categories":[38],"tags":[511],"class_list":["post-12582","post","type-post","status-publish","format-standard","hentry","category-work-collaboration","tag-leankit"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 Questions Every IT Ops Person Hears - Blog | Planview<\/title>\n<meta name=\"description\" content=\"One of the reasons I came to LeanKit is that I firmly believe that visualizing the work of IT Operations can change the way we work \u2014 and thus, how the value of IT Operations is perceived in the organization.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 Questions Every IT Ops Person Hears (And How to Answer Them)\" \/>\n<meta property=\"og:description\" content=\"One of the reasons I came to LeanKit is that I firmly believe that visualizing the work of IT Operations can change the way we work \u2014 and thus, how the value of IT Operations is perceived in the organization.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/\" \/>\n<meta property=\"og:site_name\" content=\"Planview Blog\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/www.facebook.com\/pages\/Planview-Inc\/89422974772\" \/>\n<meta property=\"article:published_time\" content=\"2016-02-09T16:39:51+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-02-25T16:43:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614.jpg\" \/>\n<meta name=\"author\" content=\"Geoff Craig\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Planview\" \/>\n<meta name=\"twitter:site\" content=\"@Planview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Geoff Craig\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/\"},\"author\":{\"name\":\"Geoff Craig\",\"@id\":\"https:\/\/blog.planview.com\/#\/schema\/person\/61f15111863168098c28c6b4aff57b1a\"},\"headline\":\"3 Questions Every IT Ops Person Hears (And How to Answer Them)\",\"datePublished\":\"2016-02-09T16:39:51+00:00\",\"dateModified\":\"2020-02-25T16:43:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/\"},\"wordCount\":1011,\"publisher\":{\"@id\":\"https:\/\/blog.planview.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.planview.com\/wp-content\/uploads\/2020\/02\/LK_blogPhoto_3questions_ITOps-1024x614.jpg\",\"keywords\":[\"LeanKit\"],\"articleSection\":[\"Work Management for Teams\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/\",\"url\":\"https:\/\/blog.planview.com\/3-questions-every-it-ops-person-hears-and-how-to-answer-them\/\",\"name\":\"3 Questions Every IT Ops Person Hears - 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