Agile Service Management: An introduction - Bas Blanken
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With the speed of technological development and the growing dependence on technology, it is increasingly important for organisations to be able to change rapidly. More and more organisations are opting for agile transitions, scrum and kanban boards. But what does it actually mean to be ‘agile’ as an organisation? And how does this fit in with the world of service management? In this presentation you will get to know the agile mindset, and you will learn what you can already start with the next day.
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Agile Service Management: An introduction - Bas Blanken
- 1. Agile Service Mangement: An introduction Bas Blanken
- 2. What are we going to talk about • What is agile? • Agile and ITIL • Agile Service Management
- 3. What is agile? Methods, principles & hypes
- 4. What is agile? Kanban Scrum Lean Agile Project Management Scaled Agile Framework
- 6. Agile Manifesto Processes and Tools Contract negotiation Comprehensive documentation Following a plan Individuals and interactions Customer collaboration Working software Responding to change over over over over www.agilemanifesto.org
- 7. Modern agile Four guiding principles: • Make People Awesome • Make Safety a Prerequisite • Experiment & Learn Rapidly • Deliver Value Continuously
- 8. Agile ≠ Hype Phases in ITSM: 1. Technology-centric 2. Process-centric 3. People/Customer-centric
- 9. Agile and ITIL Or agile vs. ITIL?
- 10. What about ITIL? Processes and Tools Contract negotiation Comprehensive documentation Following a plan
- 11. Agile Manifesto Processes and Tools Contract negotiation Comprehensive documentation Following a plan Individuals and interactions Customer collaboration Working software Responding to change over over over over www.agilemanifesto.org
- 12. What about ITIL? • Framework (ITIL) vs. set of principles (agile) • ITIL: every process is a choice between control and flexibility • ITIL in an agile implementation
- 13. Agile Service Management Culture, structure, proces & resources
- 14. Modern agile Guiding principles as a tool for process improvement
- 15. Culture • Continuous improvement • Involve the customer • Experiment • Fail
- 16. Structure • Hierarchy • Autonomy: on every level • Remove barriers between teams
- 17. Process • Involve the customer • Include exchange of knowledge and ideas • Remove everything that doesn’t add value
- 18. Resources – Knowledge, Tools & Skills • Make big things small • Kanban: work load & feedback Workshop @ 13:30! • Change over time
- 19. Want to know more? - Agile Service Management ebook - Modern agile - Let’s talk!
- 20. Where do I start? • Start small: • Team • Improvements • Experiment of the week!
- 21. Thank you for attending Follow us on social media #topdesk topdesk