tft13 - ian jones, leading itsm using agile
DESCRIPTION
Organisations continue to face and generate change at a rapid pace and ITSM teams are required not only to maintain pace but lead innovation. This presentation is a case study in the adoption of one Agile Methodology - Scrum - to lead Suncorp’s IT Service Improvement Plan, which later resulted in Suncorp winning the ITSMF Australia Innovation of the Year Award in 2012. The presentation will outline the basic implementation activities, benefits realised and lessons learnt. Agile practices such as the Product Backlog, Stand-ups, Social Contract, Big Visual Charts and Retrospectives are presented in such a way that ITSM managers and team leaders can adopt them to successfully pursue their various Service Improvement Plans in a dynamic business environment. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.comTRANSCRIPT
Leading ITSM using Agile Ian Jones
IT Service Management Team Leader
Suncorp Business Services
Outcomes
Suncorp Business Services
• Brief overview of Agile’s Scrum methodology
• A case study of adopting Agile in ITSM & Operations
• Show how Agile enhances
• team work,
• collaboration and
• continuous improvement
• Reference material for further research
Suncorp Business Services
Introduction to the case study
Suncorp Business Services
Suncorp: 16,000 staff including BT staff across
Brisbane, Sydney, Melbourne, Auckland.
Suncorp IT Service Management team:
12 staff, Brisbane based.
Coordinate Incident, Critical Incident, Problem,
Change and Configuration Management
services.
Challenges appeared from 5 perspectives
Suncorp Business Services
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
What is Agile?
Manifesto & Values
Principles Practices
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
Social Contract
• A set of rules the team agrees to
• Above and beyond their normal roles and responsibilities
• Focus on how the team will behave and interact
• Can differ from team and team, project to project
• Example statements
– be on time to meetings and keep meetings short,
– ask someone who knows rather than struggle on our own,
– all be responsible for keeping the cards up to date,
– won’t be rude, dismissive or condescending,
– won’t blame someone else
Suncorp Business Services
Suncorp Business Services
Features or Stories:
Feature: one of more stories
Story: smallest unit 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! 1 2
4 8
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
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
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
Continual Service Improvement
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
Suncorp Business Services
Further research
Suncorp Business Services
• YouTube: Intro to Scrum in under 10 minutes
(old and new versions)
• Web: Scrum diagram from
http://www.agileforall.com/intro-to-agile/
• Book: Succeeding with Agile, Mike Cohn, Addison-
Wesley, 2011
Email: [email protected]
jonesyianau