I manage a support team in a company where Agile model is used. The problem is that loads of tickets remain open because developers don't have time to fix bugs and this results in users being frustrated. I would like to implement SLA for ticket resolution to ensure that incidents and requests are resolved in a timely manner but from what I understood, SLA are not really in line with the Agile way. So should we set targets and guidelines in terms of resolution time or should we implement formal SLA that are binding?
1
There are 1 best solutions below
Related Questions in AGILE
- php Variable name must change in for loop
- register_shutdown_function is not getting called
- Query returning zero rows despite entries existing
- Retrieving *number* pages by page id
- Automatically closing tags in form input?
- How to resize images with PHP PARSE SDK
- how to send email from localhost using codeigniter?
- Mariadb max Error while sending QUERY packet PID
- Multiusers login redirect different page in php
- Imaginary folder when I use "DirectoryIterator" in PHP?
Related Questions in ITIL
- php Variable name must change in for loop
- register_shutdown_function is not getting called
- Query returning zero rows despite entries existing
- Retrieving *number* pages by page id
- Automatically closing tags in form input?
- How to resize images with PHP PARSE SDK
- how to send email from localhost using codeigniter?
- Mariadb max Error while sending QUERY packet PID
- Multiusers login redirect different page in php
- Imaginary folder when I use "DirectoryIterator" in PHP?
Trending Questions
- UIImageView Frame Doesn't Reflect Constraints
- Is it possible to use adb commands to click on a view by finding its ID?
- How to create a new web character symbol recognizable by html/javascript?
- Why isn't my CSS3 animation smooth in Google Chrome (but very smooth on other browsers)?
- Heap Gives Page Fault
- Connect ffmpeg to Visual Studio 2008
- Both Object- and ValueAnimator jumps when Duration is set above API LvL 24
- How to avoid default initialization of objects in std::vector?
- second argument of the command line arguments in a format other than char** argv or char* argv[]
- How to improve efficiency of algorithm which generates next lexicographic permutation?
- Navigating to the another actvity app getting crash in android
- How to read the particular message format in android and store in sqlite database?
- Resetting inventory status after order is cancelled
- Efficiently compute powers of X in SSE/AVX
- Insert into an external database using ajax and php : POST 500 (Internal Server Error)
Popular # Hahtags
Popular Questions
- How do I undo the most recent local commits in Git?
- How can I remove a specific item from an array in JavaScript?
- How do I delete a Git branch locally and remotely?
- Find all files containing a specific text (string) on Linux?
- How do I revert a Git repository to a previous commit?
- How do I create an HTML button that acts like a link?
- How do I check out a remote Git branch?
- How do I force "git pull" to overwrite local files?
- How do I list all files of a directory?
- How to check whether a string contains a substring in JavaScript?
- How do I redirect to another webpage?
- How can I iterate over rows in a Pandas DataFrame?
- How do I convert a String to an int in Java?
- Does Python have a string 'contains' substring method?
- How do I check if a string contains a specific word?
Who is prioritising the work? Agile teams often put bugs alongside other development tasks in a backlog. Then they prioritise them, typically by evaluating business value.
For example:
The team works on the highest value item first (be they functional requirements or bugs). When the highest value item is completed, they start on the next highest value item and so on.
When new items are added to the backlog their value is evaluated and they are placed in the list at the appropriate point.
No need for an SLA. Just ensure the team is working on the items that deliver the most value.