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Service Desk 2.0 / Release Management

Release Management

If your company has a development department, you can process requests from internal employees for system functionality development. To do this, Service Desk 2.0 provides a tool for planning and controlling technical updates, which is Release Management.

Here you can assign tasks to the development team, systematize them, and distribute them by period, release updates on schedule, and keep a history of changes.

The Release Management separator makes it possible to organize work as follows:

  1. The system’s functional capabilities are divided into areas of responsibility. Each area is assigned a team and a responsible employee.
  2. Users within the company send requests for functionality improvements, i.e., tickets, to the development department.
  3. Responsible employees of the department review the tasks received, determine the deadline for their completion, and the release date for users, which is the release.
  4. When a ticket is processed, it is assigned a priority level, according to which the team selects tasks for work. Tickets are completed within a specially designated period called a sprint.
  5. To monitor task processing and plan the workload of development department employees, the following reports are used: Tickets: My Dashboard and Sprint by Team.
  6. All company employees can view the update history, track the total number of improvements by system component, and quickly find the tasks they need. The release management main page release management main page is provided for this purpose.

To ensure that system updates do not disrupt the company’s work processes, it is recommended to use the Development > Testing > Production approach when implementing innovations. To do this, you need to register several companies in different environments. This way, functionality will be developed in one company, tested in another, and then released to the end user.

Before you start working with the Release Management separator, familiarize yourself with the terms used and perform the preliminary settings.

Terms used

The following terms are used in the articles:

  • Area of responsibility is a product or part of a product whose functionality is constantly maintained or developed from scratch.
  • Product owner is an employee who is responsible for the product, its final implementation, and its value to users.
  • Development team is a group of employees from the development department who are responsible for performing tasks related to the development of a specific product.
  • Team leader is the responsible employee of the development team. They establish communication between developers and the product owner, and are responsible for the quality of task execution and adherence to deadlines.
  • Ticket is a request to the development department to create or refine a product, as well as to fix bugs in an existing product.
  • Author of the ticket is the company employee who created the request to the development department. This can be any user with access rights to the release management main page.
  • Sprint is a period of time for completing development tasks. It can include several tasks from one ticket or several tickets from different teams and areas of responsibility.

Release is an update to a product after periods of refinement of current functionality or development of new features. A release can be divided into several sprints, during which the development team completes a certain number of tickets.

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