loumi
Starting point
A public-sector multiservice system was being developed and operated in parallel by several service departments. New business requirements had to be translated into actionable tickets, live tickets monitored across departmental boundaries, and support topics steered so that committed feature release dates were not put at risk. A cross-service view of requirements, risks and support cases was missing.
Complexity profile
Several service departments with their own priorities in a shared live environment.
Business requirements that first had to be translated into actionable, trackable tickets.
Support cases and further development competed for the same capacity.
Fixed release dates with high visibility in a public-sector setting.
Temporarily deputising for the project lead as an additional responsibility.
Mandate
The mandate covered translating new requirements into structured tickets, monitoring ticket flow across several service departments, building ticket-tracking reporting, coordinating 3rd-level support, and deputising for the project lead at times.
Approach
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Translate requirements
New requirements were captured in business terms, translated into actionable tickets and assigned to the responsible service departments.
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Track ticket flow
Ticket flow was tracked across services: blockers, open dependencies and release-relevant topics were made visible and followed through consistently to delivery.
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Coordinate reporting & support
Ticket-tracking reporting brought the status across all departments involved into a single view. 3rd-level support was coordinated so that support cases and further development did not compete for capacity in an uncontrolled way.
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Deputise for the project lead
During periods of absence, the project lead was deputised for and steering continued without interruption.