I built this framework after managing one of those "hot potato" product areas nobody wants - a Core Platform team drowning in 100+ service desk tickets.
Years of chaos. Then 6 months of building systems. Result: 20 tickets, sustainable operations.
The Problem:
Most PMs try bug bash sprints, more headcount, or better triage. None of it sticks because they treat symptoms, not systems.
What Actually Worked:
6 specific interventions applied in sequence:
- Root cause analysis sessions (weekly)
- Engineer rotation system (capacity protection)
- Documentation-first culture
- Prevention mechanisms
- Proactive monitoring
- Stakeholder education
The Framework:
I documented everything into a 47-page resource:
- 4-stage maturity model (diagnostic to find where you are)
- Interactive health scorecard
- Implementation overview
- Real transformation metrics (100→20 tickets, 80% reduction)
Sharing it free because I couldn't find resources like this when I was drowning: [Gumroad link]
My Question for the Dev Community:
For founders/PMs dealing with internal tools, support, or operations - what's your biggest challenge? Is it:
- Engineering capacity getting eaten by support
- Lack of clear systems/processes
- Stakeholder management
- Something else?
Would love to hear what's actually painful for you.
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