aligning itil with agile approach - three recipes for scrum and service operation teams

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Aligning ITIL with agile approach Three recipes for Scrum and Service Operation Teams •Author: Konstantin Polakov (07.04.2015)

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Page 1: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Aligning ITIL with agile approach

Three recipes for Scrum and Service Operation Teams

•Author: Konstantin Polakov (07.04.2015)

Page 2: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Different Teams, Different Goals

Dev Goal: Getting It Done

The challenge with software development is figuring out a way to get development for a given release completed and closed out, so that the Development team can move on to building the next release.

Production Goal: Keeping it Running

The challenge to get software out into production, and getting customers up and running on it. It requires that the customer's organization can: - manage known issues and defects- understand the new capabilities- train the staff and change the way they

work with delivered software

Page 3: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Challenges for both teams

• Know-How or „Keep in Sync“• Knowhow Transfer to SO team – new functionality, bugs,

workarounds• Knowhow Transfer to Dev team: production impact, user feedback,

requirements

• Building the DevOps Culture• For established organizations, Scrum is very hard to deploy. Moving

from yearly or semi-annual releases to weekly iterations is very hard and very easy to fail at.

• Everyone has a tool• JIRA for Development, ServiceNow for Incidents, HP ALM for Project

Management, etc…

• Who’s the boss?• Responsibilities, communications, expectations and escalation path should be

clarified before projects start

Page 4: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Before we start: What is ITIL?

ITIL is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business

Service Operation Team

Page 5: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Before we start: Incident/Problem Mgmt Activities

• Incident management is process for logging, recording and resolving incidents

• Problem management’s main goal is the detection of the underlying causes of an incident and the best resolution and prevention.

Main Roles• Service Operation Team• Application Owner• Business Team/Sponsor

Missing in Action• Project Scope

Page 6: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Before we start: What is Scrum?

Scrum is an iterative and incremental agile software development methodology for managing product development.

Main Roles:• Product Owner• Scrum Master• Dev Team

Missing in Action• Feedback Loop• Operation Team• PROD Transition

Page 7: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Where Dev meets Operation?

Service Operation Team

Each time at the end of each Sprint when a releasable increment of done functionality go LIVE

Page 8: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Recipe#1:SO Team participates in Sprint Planning

Participate in Sprint Plan

Page 9: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Recipe#1: SO Team participates in Sprint Planning

• Create feedback loop for DevTeam• Problem tickets should be adressed to project team (linked issues, tools

integration)• Scrum Product Owner has to validate impact for each production

problem ticket• Customer feedback loop should be organized by service operation

team

• Build KnowHow in Production Team• Service operation team should know about the scope of each sprint

• Join Problem Management Board and Sprint Planning

Page 10: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Recipe#2:SO Team prepare/validates Test-Cases

Test Preparation/Validation

Page 11: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Recipe#2: SO Team prepare/validates Test-Cases

• Provide real-life scenarios for DevTeam• SO Team can deliver use cases from Live environment.• This can reduce the need to acquire and consume production data and allow

testing to be both more effective and efficient.

• Test results provide the visibility• Service Operation Team gets overview of current development state

For more details about Test-Driven Development (TDD) :Beck, K. Test-Driven Development: By Example.https://groups.yahoo.com/group/testdrivendevelopment/files/

Page 12: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Recipe#3:SO in Sprint Review & Retrospective

Participation in Sprint Review & Sprint Retrospective

Page 13: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Recipe#3:SO in Sprint Review & Retrospective

• Report all your issues • If necessary project team provide documentation for new functionality• Each single bug/workaroud should be documented and communicated

to SO team

Page 14: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Open organisational issues

• Building the DevOps Culture• For established organizations, Scrum is very hard to deploy. Moving

from yearly or semi-annual releases to weekly iterations is very hard and very easy to fail at.

• Building communication environment• JIRA for Development, serviceNow for Incidents, HP ALM for project

management, etc.

• Defining roles and responsibilities• Responsibilities, communications, expectations and escalation path should be

clarified before projects start

Page 15: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

SO Team for multiple agile projects

• With established Scrum-ITIL alignment the scheme is highly scalable

BONU

S

Page 16: Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

Usefull links

BONU

S

• Scaling Lean And Agile - Thinking And Organizational Toolshttp://www.craiglarman.com/wiki/index.php?title=Book_-_Scaling_Lean_and_Agile_-_Thinking_and_Organizational_Tools

• ITIL – Introducing service operationhttps://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/ITIL_Introducing%20Service%20Operation%20pdf.ashx

• Scaled Agile Frameworkhttp://www.scaledagileframework.com/