Effective IT Support by Leveraging KANBAN

Kanban is a powerful visual management tool that enables teams to visualize the value stream, identify and address bottlenecks in real time, and implement a pull-based system aligned with Lean principles. It is particularly effective in environments where time-boxing is critical and multiple teams or individuals collaborate on shared goals. At Infosys, Kanban is leveraged to support continuous delivery and efficiently manage SLA-driven tasks, incident backlogs, and service requests within support programs. Its adoption has led to improved SLA compliance, reduced mean time to resolution (MTTR), and more balanced workload distribution. By enabling visual tracking, Kanban has minimized governance overhead and enhanced shift handovers, especially for distributed teams that benefit from its transparency and real-time updates. Teams collaborate more effectively by responding to visual cues, pulling work based on capacity, and quickly resolving issues that disrupt flow or contribute to backlog. Overall, Kanban has driven over a 60% improvement in turnaround time (TAT), more than a 50% reduction in ticket aging, and significant gains in SLA adherence and backlog reduction—demonstrating its strong impact in optimizing support and maintenance workflows.