{"id":10299,"date":"2022-02-24T08:00:15","date_gmt":"2022-02-24T08:00:15","guid":{"rendered":"https:\/\/ee.yelkdev.site\/?p=10299"},"modified":"2024-06-24T15:05:59","modified_gmt":"2024-06-24T14:05:59","slug":"how-to-manage-bau-in-product-teams","status":"publish","type":"post","link":"https:\/\/www.equalexperts.com\/blog\/our-thinking\/how-to-manage-bau-in-product-teams\/","title":{"rendered":"How to manage BAU in product teams"},"content":{"rendered":"<p><a href=\"https:\/\/www.equalexperts.com\/our-services\/deliver\/you-build-it-you-run-it\"><span style=\"font-weight: 400;\">You Build It You Run It<\/span><\/a><span style=\"font-weight: 400;\"> operating model is a powerful tool. It empowers product teams to own every aspect of digital service management. This has a number of positive impacts. It accelerates your time to market, increases your service reliability, and grows a learning culture. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">However there are some pitfalls which, if not addressed, can drain the confidence of your senior leadership, and ultimately put the success of You Build It You Run It at risk.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In our recent <\/span><a href=\"https:\/\/playbooks.equalexperts.com\/you-build-it-you-run-it\"><span style=\"font-weight: 400;\">You Build It You Run It playbook<\/span><\/a><span style=\"font-weight: 400;\">, my co-author Steve Smith and I take a deeper look at the BAU pitfall, and the risk of unplanned maintenance work becoming uncontrollable. You can guard against this pitfall. In fact, you can escape it completely, by following these four simple rules.<\/span><\/p>\n<h2>BAU as unplanned maintenance work<\/h2>\n<p><span style=\"font-weight: 400;\">We see the expression BAU (Business as Usual) used a lot. It\u2019s usually a synonym for \u2018unplanned maintenance work\u2019, and includes:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Infrastructure capacity upgrades<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Defect fixes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Security patches<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Telemetry improvements<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Support tickets, resulting from live incidents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Minor changes to existing features, due to customer feedback<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If you work in an enterprise organisation, and you haven\u2019t adopted You Build It You Run It yet, I\u2019m guessing there\u2019s plenty of BAU. And it causes a these problems:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Delays to planned work<\/span><\/i><span style=\"font-weight: 400;\">. The more unplanned BAU work you take on, the slower your planned product work will be.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Risk of reliability problems<\/span><\/i><span style=\"font-weight: 400;\">. The more unplanned BAU work you defer, the higher the risk of production incidents because of the lack of maintenance.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Low team morale<\/span><\/i><span style=\"font-weight: 400;\">. The more BAU unplanned work you have, the greater the perception that teams are slow delivering planned work. This usually happens because unplanned work (to keep the lights on) isn\u2019t easily visible, and can start teams on the negative spiral of a reactive learning culture.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If you are considering implementing You Build It You Run It, there\u2019s an understandable worry amongst senior leaders. Surely, putting engineers on-call will delay planned work, because engineers will spend their time fixing live maintenance issues? The truth is, it really doesn\u2019t have to be the case. As long as you avoid this important pitfall.<\/span><\/p>\n<h2>The excessive BAU pitfall<\/h2>\n<p><span style=\"font-weight: 400;\">When you adopt You Build It You Run It, your product teams are on-call and responsible for running their own digital services. They already face a lot of BAU in managing their own infrastructure upgrades, applying defect fixes and security patches, and refining the telemetry toolchain. This happens when:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Digital services aren\u2019t designed to gracefully degrade on failure<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Deployments aren\u2019t applied repeatedly and reliability in all environments<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Monitoring dashboards and alert definitions aren\u2019t fully automated\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The easiest way to spot this pitfall is to measure the amount of unplanned work faced by a product team each week. Ask them to fill out a survey of how much time they spend on planned work, each week. If the percentage starts to go down, and team members complain about excessive time spent on intermittent alerts, deployments etc. then you\u2019re sliding into a pitfall.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That really doesn\u2019t have to be the case. We\u2019ve worked with organisations where on-call product teams have gradually eliminated many types of BAU, until it\u2019s only a small amount to handle each week.\u00a0<\/span><\/p>\n<h2>Keep product teams proactive and productive<\/h2>\n<p><span style=\"font-weight: 400;\">We recommend these practices to cope with BAU:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Rearchitect digital services for adaptability<\/span><\/i><span style=\"font-weight: 400;\">. Eliminate avoidable dependencies, soften unavoidable dependencies, create availability redundancy, and share behaviours via APIs instead of closed-source libraries.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Create a fully automated deployment pipeline<\/span><\/i><span style=\"font-weight: 400;\">. Introduce XP development practices such as pair-programming and test-driven development, use dynamic test data to parallelise functional tests, establish zero downtime deployments, and allow a fast revert on failure.\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Establish an automated telemetry toolchain<\/span><\/i><span style=\"font-weight: 400;\">. Implement a telemetry toolchain from engineer laptop to test environments to live traffic, including a logging stack like EFK, a monitoring stack like Victoria Metrics, and an incident response platform like PagerDuty.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Treat unplanned work as planned work<\/span><\/i><span style=\"font-weight: 400;\">. Visualise BAU work items on the team board, allocate a team member daily to complete urgent items, and measure the impact of BAU items on team progress.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Treating unplanned work as planned work sounds simple. But it needs a change in mindset, and it makes a huge difference. Tracking and prioritising BAU work items, alongside planned product features from the same backlog, ensures you\u2019re always assigned to the most valuable work at any given time.\u00a0 <\/span><a href=\"https:\/\/www.linkedin.com\/posts\/johnpcutler_care-for-the-garden-activity-6866623832820719617-8Cmv\/\"><span style=\"font-weight: 400;\">A recent post<\/span><\/a><span style=\"font-weight: 400;\"> by product evangelist John Cutler explains the consequences of not treating unplanned work as planned work.<\/span><\/p>\n<img decoding=\"async\" class=\"alignnone wp-image-10754 size-full\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-6-content.png\" alt=\"\" width=\"512\" height=\"335\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-6-content.png 512w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2010\/10\/YBIYRI-Blog-6-content-300x196.png 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/>\n<p><span style=\"font-weight: 400;\">These practices aren\u2019t quick fixes. They might require more time and money than other solutions. <\/span><b>Don\u2019t let that put you off<\/b><span style=\"font-weight: 400;\">. By implementing these practices, you\u2019ll see a dramatic improvement in the amount of time a product team spends on BAU maintenance work. This frees up time to work on product delivery, by adding more capabilities and also having more time for unstructured innovation. And we all know, the truth is you\u2019ve got to stay on top of BAU, at all times.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><em><span style=\"font-weight: 400;\">If you\u2019d like to find out more, you can continue our You Build It You Run It pitfalls series:<\/span><\/em><\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/7-pitfalls-to-avoid-with-you-build-it-you-run-it\"><span style=\"font-weight: 400;\">7 pitfalls to avoid with You Build It You Run It<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/how-to-manage-bau-in-product-teams\/\"><span style=\"font-weight: 400;\">5 ways to minimise your run costs with You Build It You Run It<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/why-your-operations-manager-shouldnt-be-accountable-for-digital-reliability\/\"><span style=\"font-weight: 400;\">Why your operations manager shouldn\u2019t be accountable for digital reliability<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">How to manage BAU in product teams &#8211;<strong> you are here!<\/strong><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/4-ways-to-remove-the-treacle-in-change-management\/\"><span style=\"font-weight: 400;\">4 ways to remove the treacle in change management<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/why-product-teams-still-need-major-incident-management\/\"><span style=\"font-weight: 400;\">Why product teams still need major incident management<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/stop-trying-to-embed-specialists-in-every-product-team-2\/\"><span style=\"font-weight: 400;\">Stop trying to embed specialists in every product team\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/how-to-avoid-developer-burnout-on-call\/\"><span style=\"font-weight: 400;\">How to avoid developer burnout on call<\/span><\/a><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Our <\/span><a href=\"https:\/\/www.equalexperts.com\/our-services\/deliver\/you-build-it-you-run-it\/\"><span style=\"font-weight: 400;\">You Build It You Run It<\/span><\/a><span style=\"font-weight: 400;\"> page has loads of resources on on-call product teams &#8211; case studies, conference talks, in-depth articles, and more. Plus our <\/span><a href=\"https:\/\/www.equalexperts.com\/playbooks\/you-build-it-you-run-it\"><span style=\"font-weight: 400;\">You Build It You Run It playbook<\/span><\/a><span style=\"font-weight: 400;\"> gives you a deep dive into how to make it happen! Get in touch, and let us know what you think.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The traditional approach to operations doesn\u2019t help organisations to sustain innovation. You Build It You Run can help \u2013 if done correctly.  Here we take a look at the BAU pitfall, and recommend how to avoid it<\/p>\n","protected":false},"author":20,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[5],"tags":[222],"location":[393],"class_list":["post-10299","post","type-post","status-publish","format-standard","hentry","category-our-thinking","tag-youbuildityourunit"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to manage BAU in product teams | Equal Experts<\/title>\n<meta name=\"description\" content=\"If done correctly, You Build It You Run It can sustain innovation. 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