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Ian Jones
Leading ITSM from Scrum to Kanban
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Agenda• The 3 year journey with Agile Scrum• Introduction to Lean Kanban• The required changes• Lessons Learnt• Recommendations
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Introduction to Case StudySuncorp: Staff across Australia, China, New
Zealand, India and Philippines.
Suncorp IT Service Management team: Brisbane based. Coordinate Incident, Critical Incident,
Problem, Change and Configuration Management services.
Challenges appeared from 5 perspectives
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Waterfall
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Agile
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Agile
Manifesto & Values
PrinciplesPractices
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Agile ValuesIndividuals and interactions over processes and tools
Working software over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan
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Features or Stories:Feature: one of more storiesStory: smallest unit of work
Types of ITSM Features/Stories:Planned (CSI, BAU)Unplanned (major incidents, problems)
SizingHours 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)
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#LEADitSuncorp Business Services
What I did yesterday was …What I will do today is ….The blockers I am facing are ….
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BurndownITSM 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
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Operational Practices• Know Your Business• Value Stream Management• Level and Balance• Resource Allocation & Workload Planning• Strategy Deployment• Standard Work• Visual Management• 7 Step Problem Solving• Process Quality• Synchronised Operations• Stand-ups
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Expected Benefits• increase the visibility of the work flows• reveal bottlenecks dynamically to prevent
wasteful "overproduction"• increase productivity by introducing WIP
limits• respond quickly to high priority
deliverables• Prevent context switching
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Arabic Roman Alphabet
1 I A
2 II B
3 III C
… … …
10 X J
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Organisational Change• Team involvement • Clarified the changes needed and what
support is required for team members• Consulted leadership• Clarified roles and responsibilities• Implemented a Kanban wall• Used retrospectives to tune the process
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Queue
Throughput
#NoEstimates
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Consequences• No change in customer satisfaction• Perceptions by leadership and the team
that we’d become reactive and not proactive
• Connection between corporate strategy to day to day work weakened
• No significant bottlenecks identifiedhttps://www.flickr.com/photos/usnavy
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Lessons LearntStandard • routine• predictable, repeatable• candidates for automation
Case• unique• non-repeated, unpredictable• cannot be automated
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Lessons LearntKnowledge work is differentiated by • multiple potential solutions• the best solution or implementation may
emerge from experience• exploring possible solutions may clarify
the problem• requiring a blend of specialises skills
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RecommendationsStep back and review the work you do.
• What are the needs from your customers?• What is your short term and long term team strategy?• Is your work standard or case management?• Do you need one or more ways of working?• Does your organisation follow Agile or Lean or neither?• Are you a dedicated ITSM team or do you share roles?
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Additional Resources• Essential Scrum by Kenneth S. Rubin• Succeeding with Agile by Mike Cohn• The Toyota Way by Jeffrey K.Liker • Lean IT by Steven C Bell and Michael A Orzen • Lean Software Development: An Agile Toolkit by Mary Poppendieck & Tom
Poppendieck• Standard and Case by Rob England
• (http://www.basicsm.com/standard-case)
@jonesyianau
[email protected] www.ianjones.co