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Activity Concepts & Best Practices

A Transposit Activity is a response to a requirement for work to be done, defined in Transposit as a container for everything happening as part of that response.

Events are automatically added to a timeline, generating an audit trail for the activity and producing a single source of truth.

Incidents, tasks, requests, and jobs are examples of different types of activities.

Understanding Activities#

There are different kinds of activities that lend helpful structure and provide different types of work that you can coordinate by means of Transposit.

  • Incident management. When something occurs unexpectedly, an incident management process helps the team restore service quickly. For details and best practices, see Incident Management.

  • Problem management. Problem management looks at system health holistically and seeks out long-term fixes to the deeper problems that cause incidents. For details and best practices, see Problem Management.

  • Change management. Any change to production systems has the potential to cause disruptions for end-users. A mindful cadence and collaborative process are needed for change management to ensure teams make system changes with minimal disruption to service. Teams need to balance structure in their change management process with freedom for developers to innovate and move quickly. For details and best practices, see Change Management.

  • Service request management. Using a ticketing system is a great way of managing requests. Communicating information in tickets feeds into the practice of knowledge management. However, the downside of traditional ticketing is that the approach to resolving tickets is often highly structured and hierarchical. Modern teams can adopt more of a collaborative approach to ticket resolution.

  • Knowledge management. The flow of information within an organization can easily become unwieldy to manage. New knowledge often comes to a team through tickets. Capturing this knowledge for accurate retention and reuse is important. Centralizing knowledge is a way to expand the benefits of a single point of contact from the customer to the whole team. The person in that role might be in charge of integrating new knowledge within the main ticketing system as part of an easily accessible knowledge base.

  • IT asset management. The equipment within an organization has its own lifecycle that requires management. The matrix of physical and virtual IT assets must be managed and overseen.

Next Steps#