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#LEADit
Ian Jones
Leading ITSM from
Scrum to Kanban
#LEADit
Agenda
• The 3 year journey with Agile Scrum
• Introduction to Lean Kanban
• The required changes
• Lessons Learnt
• Recommendations
https://www.flickr.com/photos/wwward0
#LEADit
#LEADit
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
#LEADit
#LEADit
Waterfall
#LEADit
Agile
#LEADit
Agile
Manifesto &
Values
PrinciplesPractices
#LEADit
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
#LEADit
#LEADit
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)
#LEADit
Suncorp Business Services
What I did yesterday was …
What I will do today is ….
The blockers I am facing are ….
#LEADit
#LEADit
Burndown
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
Points
Projected Actual
#LEADit
#LEADit
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
#LEADit
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
#LEADit
Arabic Roman Alphabet
1 I A
2 II B
3 III C
… … …
10 X J
#LEADit
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
#LEADit
Queue
Throughput
#NoEstimates
#LEADit
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
#LEADit
Lessons Learnt
Standard
• routine
• predictable, repeatable
• candidates for automation
Case
• unique
• non-repeated, unpredictable
• cannot be automated
#LEADit
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
#LEADit
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?
#LEADit
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
ian@ianjones.co www.ianjones.co

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Leading IT Service Management from Scrum to Kanban

  • 1. #LEADit Ian Jones Leading ITSM from Scrum to Kanban
  • 2. #LEADit Agenda • The 3 year journey with Agile Scrum • Introduction to Lean Kanban • The required changes • Lessons Learnt • Recommendations https://www.flickr.com/photos/wwward0
  • 4. #LEADit 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
  • 9. #LEADit 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
  • 11. #LEADit 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)
  • 12. #LEADit Suncorp Business Services What I did yesterday was … What I will do today is …. The blockers I am facing are ….
  • 14. #LEADit Burndown 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 Points Projected Actual
  • 16. #LEADit 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
  • 17. #LEADit 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
  • 18. #LEADit Arabic Roman Alphabet 1 I A 2 II B 3 III C … … … 10 X J
  • 19. #LEADit 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
  • 21. #LEADit 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
  • 22. #LEADit Lessons Learnt Standard • routine • predictable, repeatable • candidates for automation Case • unique • non-repeated, unpredictable • cannot be automated
  • 23. #LEADit 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
  • 24. #LEADit 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?
  • 25. #LEADit 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 ian@ianjones.co www.ianjones.co