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Agile IT Service Management

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This presentation outlines how Suncorp has adopted Agile scrum and Lean kanban to effectively and efficiently deliver IT Service Management. This presentation was given at the BMC Remedy User Group forums in Sydney & Melbourne, Australia in November 2013.

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Agile Service Management Ian Jones IT Service Management Team Leader Suncorp Business Services
Outcomes • Brief overview of Agile’s Scrum & Lean’s Kanban methodology • A case study of adopting Scrum and Kanban in IT Service Management (including Remedy platform) • Show how Scrum and Kanban enhances • team work, • collaboration and • continuous improvement • Reference material for further research Suncorp Business Services
Suncorp Business Services
Introduction to the case study Suncorp: Thousands of staff including BT staff across Brisbane, Sydney, Melbourne, Auckland. Suncorp IT Service Management team:  10 staff, Brisbane based.  Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services.  Challenges appeared from 5 perspectives Suncorp Business Services
Introduction to the case study Suncorp Service Delivery team:  8 staff, Brisbane based.  Provide a BMC Remedy platform and services for:    Suncorp Business Services Business Technology Human Resources Personal Insurance
Suncorp Business Services
Introduction to the case study Customer Release Request UAT Action Build Requirements Design Suncorp Business Services
What is Agile? a group of software development methodologies based on iterative and incremental development where requirements and solutions evolve through collaboration between self-organising, cross-functional teams. Suncorp Business Services
Agile vs Waterfall Suncorp Business Services
Agile vs Waterfall Suncorp Business Services
Agile values Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan Suncorp Business Services
Suncorp Business Services
Features or Stories: Feature: perceived pieces of value Epic: large pieces of work Story: small units of work Task: smallest piece of work Types of ITSM Features/Stories: Planned (CSI, BAU) Unplanned (major incidents, problems) Sizing Hours of effort (1 hr, 4 hrs, 8 hrs) Scales: Fibonacci (1,2,3,5,8) or (1,2,4,8) Tee shirt sizes (S, M, L, XL and XXL) Suncorp Business Services
Let’s play Planning Poker! Suncorp Business Services Fixed period of time (e.g. 1 – 4 weeks), Start & end dates are fixed, Stories must be complete, Quality cannot suffer, Scope is flexible.
2 2 4 Interpretations Assumptions Risks As an application support team, I need 10 new RFC templates, So that my team raises RFCs consistently for our services. Suncorp Business Services
What I did yesterday was … What I will do today is …. The blockers I am facing are …. Suncorp Business Services
To Do Story 03 In Progress Done Story 01 Story 02 Story 04 Story 02 Story 03 Suncorp Business Services Story 01
Tools ITSM system Suncorp Business Services Applications Defect & Request system
Burndown Projected ITSM Burndown Actual 100 90 80 70 Points 60 50 40 30 20 10 0 9 8 7 6 5 4 Days Remaining Suncorp Business Services 3 2 1 0
Showcase Suncorp Business Services
Sprint retrospectives • Held on the last day of the sprint • Team review of the sprint – What went well – What didn’t go well – What still puzzles me • Corrective actions/Ideas are fed back into Product Backlog Suncorp Business Services
Suncorp Business Services
Agile vs Waterfall – ITSM tool upgrade Waterfall Agile - Suggested Agile - ITSM Actual V a l u e DEC JAN Suncorp Business Services FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
Scaled Agile Framework™ Big Picture
Program Wall • • • • Department size wall Scrum of scrums approach Features level, not stories Dept wide view of risks and blockers • Provides visibility to: • Senior executive • Staff • Visitors • Guides resource utilisation Suncorp Business Services
Kanban • Kan (-visual) Ban (-card) • Toyota’s Just-In-Time manufacturing adopted into Lean Software Development • Aims to maximise customer value while minimising waste Core Practices: 1. Visualise the workflow 2. Limit the work in progress 3. Manage the flow of work 4. Make policies explicit 5. Implement feedback loops Suncorp Business Services
Suncorp Business Services Analysis [4] Dev [4] Test [2] Deploy [1] In progress | Done Queue [11] In progress | Done In progress | Done In progress | Done
Outcomes from adopting Kanban • Priorisation by the team • Maintain a pipeline of work • Improved visibility of work • Limiting the work in progress • Pull vs Push Result: reducing backlog from 60 to 25 cards Suncorp Business Services
Context Switching exercise Exercise 1: Time yourself to write down numbers 1 to 10 in rows (Arabic, Roman, Alphabet) Exercise 2: Time yourself to write down numbers 1 to 10 in columns(Arabic, Roman, Alphabet) Compare your times! Arabic Numbers Roman Numerals Alphabet 1 I A 2 II B 3 III C 4 IV D … … … 10 X J Suncorp Business Services
Suncorp Business Services
Further research • YouTube: Intro to Scrum in under 10 minutes (old and new versions) • Web: • Scrum http://www.agileforall.com/intro-to-agile/ • SAFe http://scaledagileframework.com ian.jones@suncorp.com.au jonesyianau Prevailing Service Management Suncorp Business Services

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Agile IT Service Management

  • 1. Agile Service Management Ian Jones IT Service Management Team Leader Suncorp Business Services
  • 2. Outcomes • Brief overview of Agile’s Scrum & Lean’s Kanban methodology • A case study of adopting Scrum and Kanban in IT Service Management (including Remedy platform) • Show how Scrum and Kanban enhances • team work, • collaboration and • continuous improvement • Reference material for further research Suncorp Business Services
  • 4. Introduction to the case study Suncorp: Thousands of staff including BT staff across Brisbane, Sydney, Melbourne, Auckland. Suncorp IT Service Management team:  10 staff, Brisbane based.  Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services.  Challenges appeared from 5 perspectives Suncorp Business Services
  • 5. Introduction to the case study Suncorp Service Delivery team:  8 staff, Brisbane based.  Provide a BMC Remedy platform and services for:    Suncorp Business Services Business Technology Human Resources Personal Insurance
  • 7. Introduction to the case study Customer Release Request UAT Action Build Requirements Design Suncorp Business Services
  • 8. What is Agile? a group of software development methodologies based on iterative and incremental development where requirements and solutions evolve through collaboration between self-organising, cross-functional teams. Suncorp Business Services
  • 9. Agile vs Waterfall Suncorp Business Services
  • 10. Agile vs Waterfall Suncorp Business Services
  • 11. Agile values Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan Suncorp Business Services
  • 13. Features or Stories: Feature: perceived pieces of value Epic: large pieces of work Story: small units of work Task: smallest piece of work Types of ITSM Features/Stories: Planned (CSI, BAU) Unplanned (major incidents, problems) Sizing Hours of effort (1 hr, 4 hrs, 8 hrs) Scales: Fibonacci (1,2,3,5,8) or (1,2,4,8) Tee shirt sizes (S, M, L, XL and XXL) Suncorp Business Services
  • 14. Let’s play Planning Poker! Suncorp Business Services Fixed period of time (e.g. 1 – 4 weeks), Start & end dates are fixed, Stories must be complete, Quality cannot suffer, Scope is flexible.
  • 15. 2 2 4 Interpretations Assumptions Risks As an application support team, I need 10 new RFC templates, So that my team raises RFCs consistently for our services. Suncorp Business Services
  • 16. What I did yesterday was … What I will do today is …. The blockers I am facing are …. Suncorp Business Services
  • 17. To Do Story 03 In Progress Done Story 01 Story 02 Story 04 Story 02 Story 03 Suncorp Business Services Story 01
  • 21. Sprint retrospectives • Held on the last day of the sprint • Team review of the sprint – What went well – What didn’t go well – What still puzzles me • Corrective actions/Ideas are fed back into Product Backlog Suncorp Business Services
  • 23. Agile vs Waterfall – ITSM tool upgrade Waterfall Agile - Suggested Agile - ITSM Actual V a l u e DEC JAN Suncorp Business Services FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
  • 25. Program Wall • • • • Department size wall Scrum of scrums approach Features level, not stories Dept wide view of risks and blockers • Provides visibility to: • Senior executive • Staff • Visitors • Guides resource utilisation Suncorp Business Services
  • 26. Kanban • Kan (-visual) Ban (-card) • Toyota’s Just-In-Time manufacturing adopted into Lean Software Development • Aims to maximise customer value while minimising waste Core Practices: 1. Visualise the workflow 2. Limit the work in progress 3. Manage the flow of work 4. Make policies explicit 5. Implement feedback loops Suncorp Business Services
  • 27. Suncorp Business Services Analysis [4] Dev [4] Test [2] Deploy [1] In progress | Done Queue [11] In progress | Done In progress | Done In progress | Done
  • 28. Outcomes from adopting Kanban • Priorisation by the team • Maintain a pipeline of work • Improved visibility of work • Limiting the work in progress • Pull vs Push Result: reducing backlog from 60 to 25 cards Suncorp Business Services
  • 29. Context Switching exercise Exercise 1: Time yourself to write down numbers 1 to 10 in rows (Arabic, Roman, Alphabet) Exercise 2: Time yourself to write down numbers 1 to 10 in columns(Arabic, Roman, Alphabet) Compare your times! Arabic Numbers Roman Numerals Alphabet 1 I A 2 II B 3 III C 4 IV D … … … 10 X J Suncorp Business Services
  • 31. Further research • YouTube: Intro to Scrum in under 10 minutes (old and new versions) • Web: • Scrum http://www.agileforall.com/intro-to-agile/ • SAFe http://scaledagileframework.com ian.jones@suncorp.com.au jonesyianau Prevailing Service Management Suncorp Business Services