#LEADit

Korrine Jones, Ian Jones OD Consulting

Agile VirtualITSM Teams

#LEADit

Outline• Retrospective• Case study• Shared vision• Social contract• Stand ups• GROW coaching model• Needs and expectations• Action plan

#LEADit

Research• Micro-businesses to

multinationals

• ITSM, IT, banking, sales, retail, public sector, consulting firms, e-learning providers

#LEADit

Real life lessons• Clear vision, values, roles and processes• Face to face if possible• Manage by outcomes• Relationships and trust• Meet regularly – virtually• Ground rules and protocols• Agree on how to communicate

#LEADit

The case study – Ship-it• Started by two brothers in 1985• Thousands of staff – Australia, New Zealand,

Hong Kong, Singapore• New ITSM team – needs to establish itself• Immature ITSM except Financial, Continuity

and Security Management• Past ITSM has been part time• Interest in Agile, Lean and DevOps

#LEADit

Developing a Shared Vision

Ask your team members:

What is the purpose of our team?

What value do we add?

What is unique about our team?

How do we want to be perceived?

Key words

Mind map

Vision statement

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Values and Ground Rules• Leadership

– Model corporate vision and values and these team values• Responsibility and integrity

– Do what you say you’re going to do• Respect

– Acknowledge electronic communication within agreed timeframes• Teamwork

– Connect with other team members regularly• Creativity

– Think outside the square

#LEADit

Social Contract

“a team designed agreement for an aspirational set of values, behaviours and

social norms”

(Dando, 2013)

#LEADit

Scrum slides

Ref: http://www.agileforall.com/intro-to-agile/

#LEADit

#LEADit

Manage by Outcomes

#LEADitSource: Whitmore, J 1993.

#LEADit

Swift Trust

#LEADit

Needs and ExpectationsTrust

Expectations• Regular meetings• Holidays• Fun workplace

Needs• Financial

security• Respect• Belonging

“Trust is fragile – we need to be explicit in our needs, expectations and promises.”

(Source: Hall, V., 2013.)

#LEADit

Replicate water cooler conversations

#LEADit

Summary• Retrospective• Case study• Shared vision• Social contract• Stand ups• GROW coaching model• Needs and expectations• Action plan

#LEADit

Additional Resources

For whitepapers and more information

www.odconsulting.com.au

OD Consulting

odconsultingau