- ARE PLANNED - WHAT TO WORK ON: OWNED BY PRODUCT MGT - WHEN TO SHIP: ROADMAP DRIVEN - HOW IT'S BUILT: SHARED BY ENG & DESIGN - GENERALLY NEW FEATURES OR ENHANCEMENTS GO HERE FEATURES:
- IS CONSTANT - NOT GENERALLY ROADMAP DRIVEN - WHAT TO WORK ON: OWNED BY ENG - WHEN TO SHIP: OWNED BY ENG - HOW IT'S BUILT: OWNED BY ENG - IT'S LIKE KEEPING YOUR KITCHEN EQUIPMENT CLEAN - REFACTORING, DEPENDENCY OR SYSTEM UPDATES, UPGRADES, ETC MAINTENANCE:
EVERYTHING ELSE EXEC/BIZ/PRODUCT/CUSTOMER SERVICE/NEED IT TO OPERATE BUT ARE NOT GENERALLY AWARE OF THE RIPPLES ENG UNDERSTANDS URGENCY, BUT TENDS TO NOT COMMUNICATE BROADER IMPACT ON EXISTING PROJECTS
- ADHOC & UNPREDICTABLE - NOT ROADMAP DRIVEN - WHAT TO WORK ON: OWNED BY REQUESTER - WHEN TO SHIP: ASAP ASAP ASAP ASAP - HOW IT'S BUILT: OWNED BY ENG AND/OR REQUESTER - KNOWN AS FIREFIGHTING - GENERALLY A COLLEAGUE IS ASKING FOR ENG HELP OR A CUSTOMER VIA CUSTOMER SUPPORT ENGINEERING SUPPORT:
- BUG NEEDS FIXING - BUG IS BLOCKING USER OR USER NEEDS HELP - MARKETING NEEDS A MICROSITE FOR TOMORROW - EXECS NEED DATA FOR URGENT BOARD DECK - PRODUCT MGR NEEDS ANALYTICS DEBUGGING RIGHT NOW EXAMPLES:
60% OR MORE DEDICATED TO FEATURES FEATURES DRIVE BUSINESS 20% OR LESS DEDICATED TO SUPPORT NECESSARY FOR OPERATIONS, BUT TOO MUCH TIME USED MAY SIGNIFY ISSUE WITH SOFTWARE QUALITY, PRODUCT DESIGN OR PROCESS IMPLEMENTATION 20% CONSTANT FOR MAINTENANCE KEEP THE LIGHTS ON AND HOLDS PREVENTATIVE MEASURES
**Brief Summary** **What do you need done?**: _briefly describe the task needed_ **Why is this important?**: _this helps us prioritize_ **Can you achieve this without engineering**: yes / no **Is this blocking you?**: yes / no **Is there a due date**: yes (set it on the ticket) / no **Additional details for request below** - _label request properly, remove template tag, remove this line_
**Brief Summary** As a `___ ` I did `___` and expected `___` but experienced `___`. **Steps to reproduce**: (_if available_) 1. 2. 3. **Logged in as**: `username` or `logged-out` **Client Details** - OS version - Browser Version: `delete if not applicable` **Zendesk Link**: `delete if not applicable` **Mixpanel Link**: `delete if not applicable` - _attach any files and remove this line_ - _label issue properly, remove template tag, remove this line_
DISCLAIMER & CONTEXT: I'VE BEEN V HAPPY WITH THE RESULTS OF THIS PROCESS IN VARIOUS PRODUCT ENGINEERING TEAMS RANGING ON 3 - 40 MEMBERS (MINE & AS ADVISOR/CONSULTANT IN ~6/yrs). AS ORGS GROW PAST THIS, I THINK DEDICATED SUPPORT SEAMS TO BE A REASONABLE EXPECTATION TO SUPPLEMENT ROTATION. WILL UPDATE WITH ANY FINDINGS IN THE FUTURE
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