Classes of ServiceKanban - Chapter 11

• Classes of Service divide tasks in different aspects

• Simplify prioritization

• Create parallel flows in one board

• Classes of Service in Kanban = multi dimensional flows

• Different cycle times per class

Introduction

• Established Classes of Service

• Bug

• Standard Class

• Chore

• Fixed Delivery Date (Timeline)

• In general, there is no break of the flow necessary

Introduction

One example of our current practice

"Virtual" 3 Swim lanes

• Standard-Development

• Support / Evaluation

• Extremely important Tasks

One example of our current practice

Backlog

Ready

Approval internal

Coding

Code review Testing Deploy

stagingFeedba

ckApproval customer

Merge master

Deploy queue

Production Done

Backlog

Ready

Approval internal

Coding

Approval customer

Approval support Done

Backlog

Approval customer

Coding

Deploy queue Done

• Important class: urgent bug/ extremely important

• Take precedence over other classes

• Average cycle time from max one day

• For example: server down or an automation change massive data in a wrong way

One example of our current practice

• Evaluations are processed as "Research"

• Will be used to find a solution for a problem together with our customer

• Can produce many Standard Feature tasks

One example of our current practice

• Usefull but intangible tasks have the class Chore

• Chore - not urgent tasks

• Upgrades or support

• Little User Interface improvements etc

• Will be pulled by void or need for clarification

• Can escalate to urgent tasks if not considered for a longer period (for example performance optimization)

One example of our current practice

How take care of long living Chore tasks?

• Bad solution:• Own Chore queue• Tasks should go into icebox• But icebox tasks will often get forgotten

• Better solution:• Prioritize the Chores with the customer into the

backlog

Conclusion• What we also need to take care on Classes of

Service:

• Tools to measure the cycle time per Classes of Service

• Difficulty to do so in Kanbanery through missing swim lanes