From Catch-All to Controlled: Restoring Focus in Infrastructure Operations
An overwhelmed infrastructure team regained control by establishing clear boundaries, formal intake processes, and Kanban-based workflow management.
What They Were Facing
An infrastructure team responsible for software updates, AWS integration, and hardware management became overwhelmed by orphaned projects. The team leader struggled to decline requests, resulting in invisible workload, burnout, and critical decisions made without proper prioritization.
How We Helped
Identified and reallocated misaligned work to appropriate teams, established formal intake processes with defined SLAs, introduced Kanban for workload transparency, and added a Product Owner for effective prioritization.
The Results
Regained control of workload management
Restored trust between team and leadership
Empowered team to innovate on core responsibilities
Developed balanced, predictable workflow
Transitioned from overwhelmed service desk to strategic asset
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