Platform Team Operating Model

By the end

What you'll build

• Select and justify an interaction mode between the platform team and each team it serves
• Design an intake and triage path that keeps roadmap work and support work visible and separate
• Run a support rota with defined tiers, escalation and handover
• Write an architecture decision record that a reader outside the team can act on
• Measure toil and set a budget for reducing it
• Define role profiles and rotation so knowledge is not held by one person

Curriculum

What's inside

6 modules · 32 lessons

1. 01

   Team shapes and interaction modes

   5 lessons
   • Choosing an interaction mode for each team the platform serves
   • Stream-aligned, enabling, complicated-subsystem and platform teams
   • Team boundaries and the flow of change
   • Sizing a platform team against real demand
   • Shapes, modes and boundariesmatch pairs
2. 02

   Ways of working

   5 lessons
   • Designing an intake path that does not become a ticket queue
   • Planning cadence for platform work
   • Balancing roadmap, support and unplanned work
   • Working agreements and a definition of done for platform change
   • Ways of working: fill the gapsfill blank
3. 03

   Support, on-call and escalation

   5 lessons
   • Running a support rota that protects both users and engineers
   • Support tiers and escalation paths
   • Office hours, embedded stints and pairing
   • Handling urgent exceptions to the paved road
   • One request, arrival to handoversequence order
4. 04

   Governance and decisions

   6 lessons
   • Writing an architecture decision record the whole organisation can read
   • Deciding centrally, deciding locally
   • Standards, defaults and permitted deviations
   • Change management, internal ITIL-aligned and non-certifying
   • Revisiting decisions when the context changes
   • + 1 more lesson
5. 05

   Sustaining the team

   6 lessons
   • Measuring and budgeting toil so that it actually gets reduced
   • Role profiles and internal rotation
   • Reducing single points of knowledge
   • Documentation as an operating discipline
   • Workload signals in a permanently on-call function
   • + 1 more lesson
6. 06

   Practice and check

   5 lessons
   • Mode, route or recordmatch pairs
   • Making toil actually go downsequence order
   • The operating model in one line eachfill blank
   • The helpful yesscenario
   • Course quizquiz

The shape of it

How this course works