agile it service management
DESCRIPTION
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.TRANSCRIPT
Agile Service Management Ian Jones
IT Service Management Team Leader
Suncorp Business Services
Outcomes
Suncorp Business Services
• 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
Introduction to the case study
Suncorp Business Services
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
Introduction to the case study
Suncorp Business Services
Suncorp Service Delivery team:
8 staff, Brisbane based.
Provide a BMC Remedy platform and
services for:
Business Technology
Human Resources
Personal Insurance
Suncorp Business Services
Introduction to the case study
Suncorp Business Services
Customer
Request
Action
Requirements
Design
Build
UAT
Release
What is Agile?
Suncorp Business Services
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.
Agile vs Waterfall
Suncorp Business Services
Agile vs Waterfall
Suncorp Business Services
Agile values
Suncorp Business Services
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!
Fixed period of time
(e.g. 1 – 4 weeks),
Start & end dates are fixed,
Stories must be complete,
Quality cannot suffer,
Scope is flexible.
Suncorp Business Services
As an application support team,
I need 10 new RFC templates,
So that my team raises RFCs
consistently for our services.
2 2 4 Interpretations
Assumptions
Risks
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 In Progress Done
Story 01
Story 02
Story 03
Story 01 Story 02
Story 03
Story 04 Story 02
Tools
Suncorp Business Services
ITSM
system
Applications
Defect & Request
system
Burndown
Suncorp Business Services
ITSM Burndown
0
10
20
30
40
50
60
70
80
90
100
9 8 7 6 5 4 3 2 1 0
Days Remaining
Po
ints
Projected Actual
Showcase
Suncorp Business Services
Suncorp Business Services
• 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
Sprint retrospectives
Suncorp Business Services
Agile vs Waterfall – ITSM tool upgrade
Suncorp Business Services
DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
V
a
l
u
e
Waterfall Agile - Suggested Agile - ITSM Actual
Scaled Agile Framework™ Big Picture
Program Wall
Suncorp Business Services
• 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
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]
Test
[2] Deploy
[1]
Dev
[4] In progress | Done
Queue
[11] In progress | Done In progress | Done In progress | Done
Outcomes from adopting Kanban
Suncorp Business Services
• 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
Context Switching exercise
Suncorp Business Services
Arabic Numbers Roman Numerals Alphabet
1 I A
2 II B
3 III C
4 IV D
… … …
10 X J
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!
Suncorp Business Services
Further research
Suncorp Business Services
• 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
jonesyianau
Prevailing Service Management