ODE Team Program-Wide Support

Page Summary      ODE Team Program-Wide Support       Tracking Requests       The Request Process       Email      ODE Team Program-Wide Support    Task Format  

Summary:  

This page is intended to provide the detailed process and procedures for how the ODE Team will continue to support, going forward starting 01 Jun 2018, the ODE Program and its various Stakeholders.

Requests for support will be handled by the ODE Team on a case-by-case/on-demand basis similar to the Tiered Support structure of a help desk system. All requests for support should be sent to ODE_Support@bah.com which will be sent to the ODE Team Members. In addition, please CC:  ariel.gold@dot.gov and Kristin.Tufte@dot.gov.

Cadence: 

The ODE Team will operate in Monthly Sprint Cadences beginning with the first day of the month and ending on the last day of the month. All requests for support will be recorded within Github & managed/tracked within Jira and each request will be properly aligned to a Sprint.

Summary: How to Request Support from the ODE Team:

During each Sprint (Monthly Cycles), ODE Stakeholders will use Github to formally request support from the ODE Team. Github's auto-notification service will alert the ODE Team to the request. Once the ODE Team receives the notification from Github, a Jira ticket (Task) will be created to manage and track progress of the request as well as notifying/acknowledging receipt of the request to the Requestee . Jira Tasks will use the following simplified format:

For each support request from ODE Stakeholders, an initial evaluation will be conducted to understand the nature of the problem, validate the feasibility of request (i.e. can the ODE Team service the request?), and to conduct an initial estimation (in hours) of how long it will take to complete the request. For requests that are valid, feasible (actionable by the ODE Team), and are estimated to require more than two hours of work - approval from the PM & PO will be obtained first, prior to servicing the request.

All actual hours of work will be recorded in Jira and all work accomplished during the Sprint will be summarized in monthly reports.

The Request Process: 

Step 1		ODE Stakeholders creates a support request, for the ODE Team, in Github The ODE Team is subscribed to Github's auto-notification service and will be notified by email of the request Within 6-8 hours of the Github request, the ODE Team will Acknowledge receipt/awareness of the Request within Github
Step 2		Upon receiving the Github notification, the ODE Team will: Create a corresponding Jira Task associated with the Github request (using the simplified Task format) Assign the Task to the Proper ODE Team POC that will service the Task Within 24 hours of being assigned the Task, the ODE Team member assigned to the Task will conduct an initial assessment (maximum 1/2 hour) to determine if the Team can service the request and to determine the level of effort (in hours) If the request can be completed by the Team - an initial estimation (in hours) will recorded If the request cannot be completed by the Team - the Requester will be notified
Step 2A		If the ODE Team determines it cannot service the request A message will be made within Github to alert the Requestee or an email will be sent to the Requestee, providing the explanation and a chance for the Requester to modify the Request The Jira Ticket will be updated: with comments, initial Triage time will be recorded, and the Jira Task will be closed if new information is received from the Requester, modifying the original request details, then either a new Ticket is created or the original Jira ticket will be re-opened
Step 2B		If the ODE Team determines that it can service the request then an initial estimation of the level of effort to complete the work will recorded in the Jira Ticket If the estimated level of effort to complete the work is less than 1 1/2 hours, then the work will be completed by the POC within 48 hours if during the course of servicing the work, the original estimation is found to incorrect
Step 3A	<2hours	If the ODE Team estimates the level of effort to complete the work is less than 1 1/2 hours (in addition to the maximum 1/2 initial triage time) then The work will be completed by the ODE Team within 48 hours If, during the course of servicing the work, the original estimation is found to incorrect and the work now requires more than 1 1/2 hours to service, then the original estimate will be updated and the PM & PO will be notified for approval to continue working on the Request.
Step 3B	>2hours	If the ODE Team estimates the level of effort to complete the work greater than 1 1/2 hours (in addition to the maximum 1/2 initial triage time) then The PM & PO will be notified (by email) for approval to continue working on the Request If the request is denied, then a clone of the Jira Task will be added to the ODE Jira Backlog, the Requester will be notified, and the original Jira Task and Github request will be updated with any relevant information and closed.
Step 4		Upon completing the work, the ODE Team will A notification will be sent to the Requester Jira will be updated with the proper documentation, comments, Actual hours worked, and closed The Github request will be updated and closed

Links: 

Task Format