Managing day-to-day operations can be a real challenge for IT teams. From handling unexpected system outages to tracking numerous service requests, IT teams are constantly juggling multiple tasks. This can lead to confusion, delays, and missed deadlines, impacting overall productivity.

That’s where Asana comes in. Asana is a powerful work management platform that can help IT teams streamline their operations, improve efficiency, and boost collaboration. By centralizing tasks, projects, and communication, Asana provides a clear overview of what needs to be done, who’s responsible, and when it’s due.

With Asana, you can expect better visibility into your workflows, improved team collaboration, and ultimately, a more streamlined IT operation. This playbook is the first series designed to guide IT teams on how to leverage Asana’s capabilities to their full potential. Let’s dive in and explore how Asana can transform your IT operations.

Understanding Asana for IT Operations

Asana, at its core, is a versatile work management platform built around a few key features that can be customized and adapted to various workflows, including the unique needs of IT operations.

Asana’s Core Features and Their Relevance to IT

• Projects: Think of these as containers for your IT initiatives. A project could represent an ongoing process like ‘Incident Management’, ensuring all troubleshooting steps and communications are centralized, or a specific objective like ‘Server Upgrade’, providing a clear roadmap for the project’s phases and tasks.
• Tasks: These are the individual action items within a project. In an IT context, tasks might be ‘Troubleshoot Network Outage’, clearly outlining the steps to diagnose and resolve the issues, and ‘Update Software’, detailing which software needs updating and any specific instructions, or ‘Process Service request’, providing a checklist for fulfilling a user’s request.
• Subtasks: For more complex tasks, break them down into smaller, manageable subtasks. This is crucial in IT, where a task like ‘Set up New Employee Workstation’ might involve multiple subtasks such as ‘Install OS’, Configure Network Access’, and ‘Install Necessary Software’. This aids in delegation and granular progress tracking.
• Sections: Organize your project’s tasks into logical sections. This could be based on task status (‘To-Do’, ‘In progress’, ‘Done’), reflecting the current state of IT requests or incidents, priority levels (‘Critical’, ‘High’, ‘Low’), ensuring urgent issues are addressed first, or any other relevant categorization for IT, like grouping tasks by the system or service they impact.
• Custom Fields: Tailor Asana to your specific IT needs by adding custom fields to tasks. These can track information critical to IT, such as ‘Severity’ to gauge the impact of an incident, ‘Impact’ to assess the affected systems or users, ‘Requester’ to identify who raised a service request, or any other data point crucial for your IT operations, promoting transparency and informed decision-making.

Views in Asana: A Perspective for Every Need

Asana offers multiple ways to visualize your work, each catering to different IT needs:

• List View: The default view, ideal for seeing all tasks in a project at a glance. It’s particularly useful for IT teams to quickly scan through a list of incident or service requests, assess their priorities, and assign them to the right team members.
• Board View: Visualize tasks as cards on a board, organized into columns. This Kanban-style view is perfect for IT teams to track the progress of requests or incidents as they move through different stages, such as ‘New’, ‘In Progress’, ‘Pending Approval’, and ‘Resolved’.
• Calendar View: See tasks plotted on a calendar, which is helpful for visualizing deadlines and scheduling IT maintenance or upgrades. This ensures that crucial tasks are not overlooked and helps in resource planning.
• Timeline View: Visualize project dependencies and timelines. For complex IT projects such as server migration or software rollout, it is necessary to complete tasks in a specific sequence to avoid bottlenecks and ensure smooth execution.

Asana Integrations: Connecting Your IT Ecosystem

The platform seamlessly integrates with popular tools commonly used by IT teams, creating a unified workspace:

• Slack: Get real-time notifications in Slack when tasks are updated or comments are added in Asana. This eliminates the need to constantly switch between platforms, facilitating faster communication and keeping everyone informed about the latest developments.
• Jira: Connect Asana with Jira to bridge the gap between development and IT operations. By tracking the progress of development tasks that impact IT services, teams can proactively prepare for deployments and minimize disruptions.
• ServiceNow: Integrate Asana with ServiceNow to manage It service requests and incidents directly within Asana. This streamlines the process, improves visibility, and fosters collaboration between IT and other departments.

By understanding and utilizing these core features, views, and integrations, IT teams can harness the power of Asana to streamline their operations, improve efficiency, and achieve better outcomes.

Setting up Asana for IT Operations

Getting started with Asana for IT operations involves a few key steps to lay the groundwork for a streamlined and efficient workflow.

Getting Your IT Operations Workspace

1. Sign Up or Log In: If you’re new to Asana, sign up for a free account. Otherwise, log in to your existing account.
2. Create a Workspace: Click the “+” icon in the sidebar and select ‘Workspace’. Name it something descriptive like ‘IT Operation’ or your company name followed by ‘IT’.
3. Invite Team Members: Use the ‘Invite teammates’ button to add your IT team members to the workspace.
4. Set Workspace Permission: Control who can see and do what is within the workspace by adjusting permissions in ‘Workspace Settings.’

Structuring Projects and Tasks

Effective project and task structuring is key to keeping your IT operations organized and manageable in Asana.

• Incident Management:
  • Create a project named ‘Incident Management’.
  • For each incident, create a task with the title (e.g., Network Outage – [Date]”).
  • Use subtasks to break down the troubleshooting and resolution steps.
  • Assign tasks to relevant team members and set due dates.
• Change Management:
  • Create a project named ‘Incident Management’.
  • For each change request, create a task detailing the change, its impact, and the implementation plan.
  • Use subtasks to track approval processes and implementation steps.
  • Set due dates for each phase of the change process.
• Service Requests:
  • Create a project named ‘Service Requests’.
  • Each request becomes a task, detailing the requester’s needs and any relevant information.
  • Assign tasks to appropriate team members and set due dates.
  • Use subtask to track progress on fulfilling the request.

Leveraging Custom Fields

Asana’s custom fields let you track information specific to your IT operations. Some examples include:

• Priority: use a drop-down custom field with options like ‘Critical’, ‘Medium’, and ‘Low’ to quickly identify urgent issues.
• Status: Track the progress of tasks with a custom field like ‘New’, ‘In Progress’, ‘On Hold’, and ‘Resolved’.
• Assignee: Ensure tasks are clearly assigned by using the ‘Assignee’ field.
• Due date: Set due dates to keep tasks on track and ensure timely completion.
• Impact: For incidents or changes, assess their impact with options like ‘Low’, ‘Medium’, or ‘High’.
• Requester: For service requests, record the requester’s name or department.

Automating Workflows

Asana’s automation features can significantly streamline your IT operations. Consider setting up rules like:

• When a task status changes to ‘Resolved’, automatically notify the requester.
• When a new task is created in the ‘Incident Management’ project, automatically assign it to the on-call engineer.
• When a task’s due date is approaching, automatically send a reminder to the assignee.

Remember:  The goal is to create a structured and efficient system that supports your IT operations. Customize Asana to match your team’s specific needs and processes, and don’t hesitate to experiment and refine your setup over time.

Key IT Use Cases in Asana

Asana’s flexibility makes it adaptable to various IT processes. Let’s dive into how Asana can streamline three core areas of IT operations: Incident Management, Change Management, and Service Requests.

Incident Management: Taming the Chaos

When systems go down or disruptions occur, swift and organized action is crucial. Asana helps you manage incident effectively:

• Creating and Tracking Incident Tickets: Every incident becomes a task in your ‘Incident Management’ project. Include details like the affected system, severity, impact, and initial observations.
• Assigning Incident: Assign tasks to the right team members or on-call engineers, ensuring the issue is addressed by the appropriate experts.
• Communicating Status Updates: Use task comments and @mentions to keep everyone informed about the incident’s progress, any workarounds, and estimated resolution time.
• Conducting Post-Incident Reviews: once resolved, create subtasks or follow-up tasks to document the incident, analyze the root cause, and identify areas for improvement.

Change Management: Controlled and Transparent

Implementing changes to IT systems requires careful planning and communication. Asana helps ensure changes are executed smoothly:

• Planning and Scheduling Changes: Create tasks for each change request, outlining the scope, objectives, and implementation plan. Use the timeline view to visualize dependencies and schedule tasks accordingly.
• Getting approvals: Use Asana’s approval feature to streamline the approval process. Assign approvers to tasks and track their responses.
• Tracking Progress: Update task statuses as the change progresses through different phases like ‘Planning’, ‘Testing’, ‘Implementation’, and ‘Closure’.
• Communicating Change-Related Information: Use task comments and project conversations to keep stakeholders informed about the change’s progress and any potential impacts.

Service Request: Efficient Fulfillment

Managing service requests from across the organization can be overwhelming. Asana helps you stay on top of them:

• Creating and Managing Service Request Tickets: Each request becomes a task in your ‘Service Request’ project. Include all relevant details provided by the requester.
• Prioritizing and Assigning: Use custom fields to prioritize requests based on urgency and impact. Assign tasks to the appropriate IT team members.
• Tracking Progress: Update task statuses as the request is being processed. Use subtasks to break down complex requests into smaller, manageable steps.
• Communicating with Requesters: Keep requesters updated on the progress of their requests through task comments and automated notifications.

By tailoring Asana to these key IT use cases, you can create a centralized hub for managing your operations, improving visibility, collaboration, and overall efficiency. Remember, these are just examples – feel free to adapt and customize Asana to match your unique IT processes and requirements.

Advanced Strategies and Optimization

• Scaling Asana for Larger IT Teams:
• Structuring Asana for multiple IT teams or departments
• Managing across-team dependencies and collaborations
• Utilizing portfolios for high-level oversight
• Advanced Asana Features for IT:
• Leveraging Rules for automation beyond basic workflows
• Using Advanced Search for efficient information retrieval
• Exploring integrations with other IT-specific tools (beyond the one mentioned earlier)
• Continues Improvements and Process Refinement
• Analyzing Asana data for performance insights.
• Identifying bottlenecks and areas for process improvement
• Soliciting feedback from IT team members and stakeholders
• Iteratively refining Asana workflows

Conclusion

In this playbook, we’ve explored how Asana can transform IT operations, bringing order to chaos and fostering seamless collaboration. From taming the whirlwind of incident management to orchestrating controlled change implementations and efficiently fulfilling service requests, Asana empowers IT teams to work smarter.

We encourage you to take the leap and start implementing Asana in your own IT environment. Witness firsthand how it can enhance visibility, streamline workflows, and elevate your team’s overall efficiency. But this is just the beginning! Stay tuned for our upcoming playbooks, where we’ll delve deeper into leveraging Asana for IT project management and unlock the full potential of its advanced features. Get ready to take your IT operations to new heights with Asana!