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Tim's effort review 30/7/2021 - Coggle Diagram
Tim's effort review
30/7/2021
Volunteers regularly even if outside of Subject Matter Expertise
Always supportive and happy to help but sometimes gets dragged into things not relevant/within remit
90% of the tickets are assigned to Tim in Service Now
Going into service now checking calls
% conversation
Pushing back more - Upskilling Rahul's team
Provide feedback on what is being escalated
Organise consolidated training for things that could be picked up/better handled by the team?
Sharing the load across Devs
Every app to have at least 2 Senior Devs across
Knowledge base sharing forum - not like design council, short sharp. Can we avoid another meeting. The Edge chat? Pin it. Create a group with a channel for the knoweldge base?? Is there an existing group we can recycle? How do we avoid duplication of effort while staff have the time set aside to read/learn and not just being more chatter
Is it documented?
What do we need to add to confluence KB templates to reduce the common queries that you have to respond to
Who's the current business owner - e.g. "who should I ask about XYZ use of the application"
Been here for a long time - everyone knows Tim so goes to Tim as first port of call
Goes through email
Sometimes bigger items will go through Service Now (20%)
Immediate problem solver
Without thinking I'm already halfway through solving
Approach to working - pros and cons
Last in last out approach
Professional Development opportunity
Habit forming
Prioritisation
What's our lead time going to be - "Deadline on Thursdays"
not picking things up mid-sprint, add to Jira and then prioritise during sprint planning to bring in for the following sprint.
i.e. Minimum - detail and groomed by sprint planning - if they raise later than this, has to wait until next sprint planning to come in.
Urgency of actioning - and communicating importance for changing priorities mid sprint
what will you get rid of in the sprint instead
Professional development opportunities
Projects
Project Modern as an example
Housekeeping
Documentation up to standard
Blocking out time in calendar
Before picking up new service tickets, agreeing to work on anything - you need to have the previous WIP documented in Knowledge Base