Case study presentation of an IT Service Management team who used Agile Scrum and then switched to Lean Kanban as their way of working.
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Introduction to Case Study
Suncorp: 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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Agile Values
Individuals 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 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)
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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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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
https://www.flickr.com/photos/robpurdie
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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 identified
https://www.flickr.com/photos/usnavy
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Lessons Learnt
Knowledge 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
https://www.flickr.com/photos/ter-burg
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Recommendations
Step 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)
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