Classes of Service

5 minutes 5 Questions

Classes of Service are used in the Kanban methodology to categorize work items based on their priority levels and expected delivery times. By assigning different classes of service to tasks, team members can easily prioritize work and allocate resources. Common classes of service include Expedite (for urgent, high-priority tasks), Fixed Date (for time-sensitive tasks with a set deadline), Standard (for everyday tasks), and Intangible (for tasks that do not have immediate value or impact). Defining classes of service helps teams balance their workload, avoid overloading individual members, and ensure that high-priority tasks are completed on time.

Guide on Kanban Methodology: Classes of Service

Classes of Service in the Kanban methodology refer to the different categories that work items can fall into based on a variety of factors such as risk, cost of delay, value, and others. These classes help in prioritizing work and ensuring smooth flow through the Kanban system.

Importance:
It's important because it helps teams prioritize their work in a systematic manner, ensuring that high-value or time-critical tasks are not neglected. It brings clarity and manages expectations regarding when different types of work will be delivered.

How it works:
Each work item in the Kanban system is assigned a class of service. Depending on the policies set by the team, each class of service has a different pathway or set of rules for how it moves through the system.

Exam Tips: Answering Questions on Classes of Service
When answering questions regarding Classes of Service, keep in mind:
1. Understand the Concept: Understand the definition and purpose of Classes of Service. You will be able to answer theory based, definition questions.
2. Application: Know how it is used in the Kanban system. This could potentially come up in questions asking for examples of its use.
3. Importance: Highlight the importance of Classes of Service. Questions could be asked about its significance and utility in a real-world context.

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Question 1

Two projects with high and standard priorities compete for your team's resources. How should work be distributed in accordance with Classes of Service principles?

Delegate the standard priority project to a less experienced team. Focus solely on the high-priority project and ignore the standard priority project. Assign equal resources to both projects. Split the team into smaller groups and let them decide which project to work on. Postpone the standard priority project until the high-priority project is complete. Allocate more resources to the high-priority project while still advancing the standard priority project.

Correct Answer: Allocate more resources to the high-priority project while still advancing the standard priority project.

In a Classes of Service environment, it's essential to balance between high and standard priority projects. Allocating more resources to the high-priority project ensures it progresses quickly while still giving attention to the standard priority project.

Question 2

Your Agile team receives an unexpected order for a project with an immediate financial impact. How should the team handle this order based on Classes of Service?

Ask the stakeholder to split the order into smaller tasks. Delay the order until the next sprint to maintain scheduled workload. Reallocate all team resources to focus solely on the unexpected order. Treat the order as an expedited class of service and address it during the current sprint without compromising quality. Amend the team's workload plan to include each team member working overtime. Reject the order since it wasn't part of the initial sprint plan.

Correct Answer: Treat the order as an expedited class of service and address it during the current sprint without compromising quality.

The Classes of Service framework includes an expedited class for urgent and important tasks. In this case, the best approach is to address the order during the current sprint without compromising the quality of existing work. This ensures customer satisfaction and maximizes value delivery.

Question 3

Your team discovers a high-priority issue after the sprint has started. According to Classes of Service, what's the most appropriate way to address it?

Create a separate issue resolution team. Ignore the issue and tackle it in the next sprint. Pause the current sprint and solve the issue before resuming. Delegate the issue to an intern or junior. Bring it to the team's attention and, if needed, adjust the sprint backlog. Resolve the issue outside regular working hours.

Correct Answer: Bring it to the team's attention and, if needed, adjust the sprint backlog.

Classes of Service allows teams to prioritize tasks based on their urgency and importance. When a high-priority issue arises, alerting the team and adjusting the sprint backlog if required is the most appropriate action. It ensures the team can handle the issue without disrupting sprint objectives significantly.

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