Leadership is becoming more and more digital, especially in the home office. I, too, have been leading a department with three teams for 9 months and we are already relying on home office before COVID-19. I saw my job in the digital world as a leader in creating an environment where everyone wants to work and there is transparency. As a manager, I too must always be able to monitor the work and report to the management despite the distance. I believe that in the digital world, every leader should actively shape this important task and knowledge of how to set up and use tools like Jira is very important. You also become a little IT admin and I think that’s a good thing!

Defining Processes

First, as a manager, you should define clear processes in the form of workflows. Important: Think digitally, so what can the process look like in the digital context. This requires a lot of abstract thinking and a little experience. For example, the process for a customer request is:

  • New inquiry
  • Support responded
  • Waiting for customers
  • Customer responded
  • Now it’s a few rounds into communication
  • Optional: Request escalates
  • Request is closed

You realize that these workflows in the form of processes are an important managerial task. You should not give them out of hand. It is your department and you should also manage and design these processes. I currently have three teams and have defined one process per team. There are also clear workflows in consulting and projects, which I can see at any time.

Mapping processes in software

Now it is necessary to map the workflows in tools and also to map the corresponding KPI overviews there. For example, you want to know how many requests each employee handles or which cases in the status have escalated, and much more.

I use my staff to set up most of the tools myself. It’s my processes and I want to make sure they’re properly inserted into a tool. For example, I introduced Jira Service Desk for support and had to work in for almost a week until I was able to fully configure everything. It was important to me that I have the skills to change my processes in the tool at any time and to be able to manage them like a manager.

It is important for you that you build appropriate management views for yourself. I can see, for example, how many new consulting tasks we have, who handles which tasks and also how many. I also have views on how many tasks we create per week and how many new ones we are coming in. That’s how I can see bottlenecks. I can also see in a view which cases have been escalated on me. Yes: I also have a to-do list and check myself.

All these views require some IT know-how and I believe that any executive should be able to build such views on their own.

Training and click instructions

Now it is important to train the employees in the respective tools and also to provide click instructions for new employees. Software like Jira can be used in many ways, but it is important that the software is used in such a way that my processes and views work. I think this is also my job and I believe that there is a good sign for the workforce. It’s my processes and tools: that’s why I like to train them.

It is an important task for a manager to design processes, implement them and help employees to work thereafter.

Monitoring processes

Now it is necessary to monitor through meaningful views and also review whether processes are adhered to. It is also important to improve the processes again and again. I am happy to accept feedback on this at any time. Especially the views I have built show me that we work efficiently and, despite virtual work, I can control my department even better than I used to be on site.


I believe that an executive should actively shape the digital transformation and should also re-enter the operational business, at least in terms of workplace IT. Of course, external freelancers can help you set up, but in the end it’s your processes and your department. I would be reluctant to give up this issue.

I devote a lot of time to providing a good environment for my employees to work and I can still draw the necessary reporting to make informed decisions. I also see my role as a part-time admin for the department not as a degradation but as an important task. I actively participate in my department digitally and learn every day.

Tip: I wrote the book Virtual Teams and HomeOffice on this topic.

Image source: https://pixabay.com/de/illustrations/hand-meer-wasser-wellen-wolken-792920/

Genderhinweis: Ich habe zur leichteren Lesbarkeit die männliche Form verwendet. Sofern keine explizite Unterscheidung getroffen wird, sind daher stets sowohl Frauen, Diverse als auch Männer sowie Menschen jeder Herkunft und Nation gemeint. Lesen Sie mehr dazu.

Falls es noch Fragen gibt, können Sie mich gerne anrufen. Hierzu einfach im Buchungssystem nach einen freien Termin schauen. Ich nehme mir jeden Monat einige Stunden Zeit um mit Lesern zu interagieren.

Helfen Sie meinem Blog, vernetzen Sie sich oder arbeiten Sie mit mir

Sie haben eigene, interessante Gedanken rund um die Themenwelt des Blogs und möchten diese in einem Gastartikel auf meinem Blog teilen? – Aber gerne! Sie können dadurch Kunden und Fachkräfte ansprechen.

Ich suche aktuell außerdem Werbepartner für Bannerwerbung für meinen Blog. Sollte es für Sie spannend sein Fachkräfte oder Kunden auf Ihre Seite zu leiten, dann bekommen Sie mehr Informationen hier.

Vernetzen Sie sich in jedem Fall auf Xing oder LinkedIn oder kontaktieren Sie mich direkt für einen Austausch, wenn Sie gleich mit mir ins Gespräch kommen wollen. Werfen Sie auch einen Blick in meine Buchvorschläge zur Digitalisierung, vielleicht wollen Sie mir auch ein Buch empfehlen?

Ich arbeite gerne mit Unternehmen zusammen. Sie können mich ebenfalls gerne bezüglich folgender Punkte anfragen:


I blog about the impact of digitalization on our working environment. For this purpose, I present content from science in a practical way and show helpful tips from my everyday work. I am a manager in an SME myself and I wrote my doctoral thesis at the University of Erlangen-Nuremberg at the chair of IT Management.

Durch die weitere Nutzung der Seite stimmen Sie der Verwendung von Cookies zu. Weitere Informationen

Die Cookie-Einstellungen auf dieser Website sind auf "Cookies zulassen" eingestellt, um das beste Surferlebnis zu ermöglichen. Wenn du diese Website ohne Änderung der Cookie-Einstellungen verwendest oder auf "Akzeptieren" klickst, erklärst du sich damit einverstanden.