Agile Best Practices

[Keith Ciupak]

Hello, Looking for common best practices when using Service Catalog items as a work intake and then opening stories related to the work request. Do you generally keep the service catalog task open after a story is created? Looking for a best practice to ensure metrics are not impacted with a SCtask left open while stories are being worked......

Thanks

[bammar]

Good Question. I like to think I am not married to the methodology of the week but practical practices. Ill give you an example of what I suggest.

Customer makes an Incident from Catalog- IE something is wrong - 

A. Sometimes it can be fixed with no development, it could even be a training issue

B. We determine development is necessary

Now of course the customers vessel to report something is the catalog and they cant make Stories nor would we even want them to. 

So you make  use the OOB or a modified version of Create Story button on Incident- you explain to customer that development needs to research, prioritze and work on their ussue in the context of a dev story. You will keep them apprised.

You can A. keep INC open for perhaps a whiole and put it in a holding queue- like pending dev solution - then tell them at certain pts via incident updates... then you work the story. Thats what i would do- and next level which I have done is make sure connectivity between story and INC

B. You can close inc and say just because your closing doesnt mean your not working on it- it will be worked on in dev storyXYZ etc...

That was my take on it but you may hear others or land on something that works better for your org. 

[Keith Ciupak]

Yes that is currrently what this team does (keeps task open throughout dev work on story). However, this totally destroys the SLA/Metrics as the task can be open for a long time, several sprints. Hoping to help this client find a solution so they are not using 2 work types for the same work and define their SLA metrics in a cleaner manner. Appreciate your insight!

[Keith Ciupak]

Thanks, We currently handle things the same way you descirbed. It isn't perfect, but is gets things done, as we do connect the story to the catalog task. Appreciate your input.

[Bryan Ngai]

We use a third party app that syncs updates from Jira to our ServiceNow incidents. If its a bug, our tier 1 keeps our incidents open as the developers look into fixing it. Our developers can send updates via Jira to the Servicenow INCs without having to log into ServiceNow.

If it requires development, we still use our integration to send the INC to Jira so theres a link to the story and then close the INC letting them know this requires priorization and development.