Accelerator Development Template Usage Guide

For additional accelerator resources, refer to the Accelerator Handbook Homepage.

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What is an Accelerator?

An Accelerator is a customized enablement framework defined and delivered by a Customer Success Architect (CSA). Spanning up to a quarter (12 weeks), an Accelerator combines relevant content modules, tools, and best practices to achieve specific customer outcomes. The process begins with a Discovery Workshop to define customer requirements, followed by a Planning Workshop to map out the implementation steps. Key activities are tracked in a GitLab project backlog and executed over 10 weeks, ensuring alignment with mutual success plans.

Important Notes

• Cross-link to delivery projects and assets: Each section of the template includes links to supporting materials to provide a single source of truth.
• Focus on measurable outcomes: Each section emphasizes “What are the outcomes the customer will get?” by defining specific, actionable results tied to business objectives.
• Standardized approach: Ensures consistency across all Accelerators while allowing for flexibility based on customer needs.
• Alignment with success plans: All activities are mapped directly to the customer’s mutual success plan to drive tangible results.

Two Dimensions of Accelerator Work

Accelerator work encompasses two distinct dimensions, which are organized under a common group called Success Services:

1. Development of the Accelerator:
   Managed by the Customer Success Architect (CSA) team, this dimension focuses on creating structured frameworks, including content, processes, and supporting assets.

   • The Accelerator Repository is maintained here to ensure all developed Accelerators are well-documented, scalable, and ready for deployment.

2. Delivery of the Accelerator:
   Managed by the Customer Success Architect (CSA) team, this dimension involves implementing the developed Accelerators for customers.

   • Activities include structured workshops, guided implementation, and continuous check-ins to ensure Accelerators are tailored to customer needs and deliver measurable outcomes.

This guide and issue template refer strictly to the development of new Accelerators. Use it as a blueprint to ensure the Accelerator is well-documented, actionable, and ready for seamless delivery.

Important links

Group & projects

• Success Services Group
• Accelerator Development Project
• Accelerator Delivery Project

Issue Boards

• Accelerator Development

Value Stream Analytics

Value Stream Analytics (VSA) is the solution for managers and leadership to get actionable insights into the Accelerator development process. VSA allows them to balance out workloads, identify bottlenecks.

• Accelerator Development

Accelerator Repository

The Accelerator Repository is a centralized collection of well-documented, accelerator blueprints (like the AI-Assisted Code Review example), that CSAs can leverage in their own projects.

The Accelerator blueprints contain information that include workshops guides, timelines, prerequisites, implementation steps, expected outcomes, and success metrics.

• Accelerator Development

Accelerator Development Template Walkthrough with Examples

1. Overview Section

This section introduces the purpose of the Accelerator and its high-level benefits.

Example 1: GitLab Performance Optimization

Optimize GitLab instance performance through systematic analysis, monitoring, and targeted improvements to reduce incidents, improve response times, and enhance user satisfaction.

Example 2: Implementing Reusable Pipeline Templates

Accelerate development by creating reusable CI/CD pipeline templates that reduce implementation time and ensure consistency across projects.

2. Customer Impact: Business Value and Outcomes

Clearly articulate the business value and specific outcomes the customer will achieve.

Example 1: GitLab Performance Optimization

• Outcomes:
  • 50% reduction in performance-related incidents.
  • 30% improvement in page load times.
  • Enhanced developer productivity and reduced downtime.

Example 2: Implementing Reusable Pipeline Templates

• Outcomes:
  • 40% reduction in time spent creating new pipelines.
  • Standardized pipeline practices for improved compliance and reliability.
  • Increased developer focus on delivering value rather than configuring pipelines.

3. Technical Benefits & DORA Metrics

Show how the Accelerator improves technical performance with measurable DORA metrics.

Example 1: GitLab Performance Optimization

• Phase 1 (0-3 Months):
  • Deployment Frequency baseline: Weekly → Target: Daily
  • MTTR: 8 hours → Target: 2 hours

Example 2: Implementing Reusable Pipeline Templates

• Phase 1 (0-3 Months):
  • Increase CI/CD component usage from 30% to 60%.
  • Achieve a 95% pipeline success rate.

4. Success Metrics: Measurable Outcomes

Define quantitative and qualitative metrics to measure success.

Example 1: GitLab Performance Optimization

• Quantitative Outcomes:
  • Decrease API response times by 20%.
  • Improve runner utilization efficiency by 15%.
• Qualitative Outcomes:
  • Positive user feedback through surveys.

Example 2: Implementing Reusable Pipeline Templates

• Quantitative Outcomes:
  • 50% of projects using reusable templates.
  • Reduce average pipeline creation time by 2 hours.
• Qualitative Outcomes:
  • Comprehensive documentation for reusable pipeline components.

5. Supporting Data

Include data sources for tracking progress.

• Gainsight Dashboard
• Product Adoption Metrics
• Salesforce Data

6. Deliverables

Define tangible outputs for each phase.

Example 1: GitLab Performance Optimization

• Technical Documentation:
  • Playbooks for performance monitoring.
• Code & Configuration:
  • GitLab Performance Toolkit configurations.

Example 2: Implementing Reusable Pipeline Templates

• Technical Documentation:
  • Guidelines for creating CI/CD templates.
• Code & Configuration:
  • Pre-built pipeline templates for Java and Python projects.

7. Timeline & Resources

Break down the Accelerator into phases.

• Week 1: Discovery Workshop
• Week 2: Planning Workshop
• Weeks 3-12: Implementation & Check-ins

8. Key Milestones

Define critical milestones and deliverables.

Example 1: GitLab Performance Optimization

• Week 1-2: Baseline performance metrics established.
• Week 3-8: Optimizations implemented.

Example 2: Implementing Reusable Pipeline Templates

• Week 1-2: Initial template prototypes developed.
• Week 3-12: Templates implemented and validated.

Labeling for Value Stream Analytics

Proper Labeling in GitLab Projects

Proper labeling accelerator development issues, is critical for ensuring visibility into the progress and success of Accelerators. Labels allow for consistent tracking and reporting across the entire lifecycle of Accelerator development and delivery. They provide key insights into where work is being done and help align efforts with the broader value stream.

Why Labeling Matters

Labels:

• Facilitate workflow tracking: Ensure clear progress monitoring across stages.
• Enable data-driven insights: Leverage Value Stream Analytics (VSA) to identify bottlenecks and optimize processes.
• Support alignment with business goals: Ensure that efforts are focused on high-priority initiatives.

Workflow Labels and Their Purpose

1. Backlog Stage

Label: workflow| problem validation

• Used for issues in the initial discovery phase.
• Ensures problems are clearly defined before moving to solution validation.

2. Accelerator Validation Stage

Labels:
workflow| solution validation → workflow| planning breakdown

• Marks issues undergoing exploration for potential solutions.
• Prepares detailed plans to validate Accelerator concepts before development.

3. Accelerator Planning Stage

Labels:
workflow| planning breakdown → workflow| ready for development

• Indicates readiness to begin development.
• Ensures all dependencies and tasks are clearly defined.

4. Accelerator Development Stage

Labels:
workflow| in progress → workflow| scheduling

• Tracks active development of Accelerators.
• Scheduling ensures alignment with delivery timelines.

5. Accelerator Review Stage

Labels:
workflow| scheduling → workflow| in review

• Represents the review and refinement process.
• Ensures Accelerators meet quality standards and deliver intended outcomes.

6. Peer Review Stage

Labels:
workflow| in review → Issue closed

• Issues are reviewed by peers.
• The stage is exited once the issue is closed.

Making the Template Actionable

To streamline the development of Accelerators and make the process more actionable, CSAs & their should focus on asynchronous collaboration, leverage existing meetings like the Accelerator Delivery Framework Meeting.

In the walkthrough you will see how to streamline accelerator development using the accelerator issue template and track performance with Value Stream Analytics for optimal lifecycle management, all in GitLab.

1. Leverage GitLab Issue Boards for Workflow Management

The CSA Issue Board provides a Kanban-style view of Accelerator states, making it easy to track progress.

• Kanban Workflow:
  Organize issues by labels (e.g., workflow| in progress, workflow| in review) and track them through stages like Backlog, Validation, Planning, and Development.

• Pull-Based Workflow:
  Developers can self-assign tasks based on their bandwidth, ensuring balanced workloads and reducing bottlenecks.

2. Use Value Stream Analytics (VSA) for Insights

GitLab’s Value Stream Analytics offers key insights into the Accelerator development process, helping to:

• Balance Workloads:
  Identify team members who may be overburdened or underutilized.

  • Example: If one CSA consistently spends longer in the workflow| planning breakdown stage, redistribute tasks to streamline progress.

• Predict Timelines:
  Use data to estimate development timelines more accurately.

  • Example: If the average workflow| in progress stage duration is 2 weeks, you can plan delivery milestones accordingly.

• Optimize Processes:
  Spot bottlenecks, such as extended time in workflow| in review, and refine review processes.

3. Example: Balancing Workloads with VSA

Scenario: The team notices that Accelerators in the workflow| solution validation stage take longer than expected to progress to workflow| ready for development.

Actions:

1. Use VSA to analyze the average time spent in this stage.
2. Identify whether delays are due to insufficient resources or unclear requirements.
3. Adjust by:
   • Adding additional reviewers for faster feedback.
   • Splitting complex tasks into smaller issues for parallel work.

Result: A smoother workflow with reduced cycle times and more predictable delivery schedules.

5. Simplified Action Plan

Activity	Method	DRI	Deliverable
Task Assignment	GitLab Issue Board (Async)	CSA Team	Assigned tasks with due dates
Progress Updates	GitLab Comments (Async)	Issue Assignees	Regular updates on assigned issues
Development Check-Ins	Async	CSA Manager	Sync on blockers and priorities
Analyze Workflow Efficiency	Value Stream Analytics	CSA Team/Manager	Improved workload distribution

Leveraging Value Stream Analytics (VSA) for Managers and Leadership

Value Stream Analytics (VSA) is a powerful tool that provides managers and leadership with actionable insights into the Accelerator development process. It allows for better workload management, resource allocation, and alignment with strategic goals. Here’s how VSA can be utilized:

1. Workload Balancing Across Teams

Managers can use VSA to monitor where time is being spent in the Accelerator development lifecycle and ensure workloads are distributed equitably across team members.

• Example: If one CSA consistently handles the majority of tasks in the workflow| planning breakdown stage, managers can reassign tasks to other team members to avoid burnout and maintain productivity.

2. Predicting Timelines and Delivery Dates

Leadership can use VSA data to identify average cycle times for different stages (e.g., workflow| in progress, workflow| in review) and predict when Accelerators will be ready for delivery.

• Example: By analyzing historical data, leadership can estimate that an Accelerator typically takes 2 weeks to move from workflow| planning breakdown to workflow| ready for development. This insight helps in setting realistic delivery timelines for customers.

3. Identifying Bottlenecks

VSA highlights stages where issues remain for longer-than-expected durations, helping managers identify process inefficiencies.

• Example: If the workflow| in review stage consistently delays progress, leadership can allocate additional reviewers or improve review processes to streamline approvals.

4. Strategic Alignment with Corporate Goals

Leadership can track the Accelerator portfolio’s progress and ensure it aligns with broader corporate initiatives and customer needs.

• Example: If a corporate priority is enhancing CI/CD capabilities for customers, leadership can prioritize Accelerators like “Reusable Pipeline Templates” and monitor their development closely using VSA metrics.

5. Data-Driven Decision Making

VSA provides metrics that allow managers to make informed decisions about resource allocation, task prioritization, and team performance.

• Example: If data shows that the team is consistently slow in the workflow| problem validation stage, leadership might decide to provide additional training or hire specialized resources to improve efficiency.

6. Transparency and Reporting

VSA offers clear, visual reports that leadership can share with stakeholders to demonstrate progress and performance.

4. Example: Balancing Workloads with VSA

Scenario: The team notices that Accelerators in the workflow| solution validation stage take longer than expected to progress to workflow| ready for development.

Actions:

1. Use VSA to analyze the average time spent in this stage.
2. Identify whether delays are due to insufficient resources or unclear requirements.
3. Adjust by:
   • Adding additional reviewers for faster feedback.
   • Splitting complex tasks into smaller issues for parallel work.

Result: A smoother workflow with reduced cycle times and more predictable delivery schedules.