Dave's article: "Burn your ticketing system" - thoughts?
I'm currently preparing for a webinar on "" and was doing some research. One of the best articles I've read in a while was this one: "" by Dave Mangot (not associated to him or advertising here, really just like the article), he sent it over this very morning. In the article he argues that there are three essential reasons why you should not have a ticketing system for ops (the kind where you would request another instance of a Postgres DB etc):- ticketing systems require waiting, waiting is waste- tickets in the system should be viewed as software exceptions being thrown by the value stream- Toil! You'll end up hiring a huge amount of frustrated, overqualified people doing boring, repetitive tasks.
Thoughts on this? I'm seeing similar situations a lot at different companies. I'm always wondering: how do you determine what the right level of automation is? From what level of repetition onwards should you spend how much time? Would love to hear your thoughts!
