Webinar on Agile for Service Management. For more detailed training, consulting and coaching on making your service teams agile, please contact trainings@agivetta.com

1. Madhur Kathuria
Enterprise Agile Coach

2. [Agenda ???]

3. So,What is ITSM really ?
 IT Service Management is frequently cited as a
primary enabler of IT Governance objectives
 It does not typically include project management or
program management concerns. For example, ITIL
is often paired with the Prince2 project
methodology and SSADM for systems architecture

4. Typical Frameworks
 The InformationTechnology Infrastructure Library (ITIL)
 Control Objectives for InformationTechnology (COBIT)
 Application Services Library (ASL)
 Business Information Services Library (BISL)
 Microsoft Operations Framework (MOF)
 The Helpdesk Institute (HDI) have produced a support centre focussed approach
to Service Management loosely based on ITIL.
 The Enterprise Computing Institute publishes a set of coordinated books covering
general issues of large scale IT management.
 Butterworth-Heinemann (ComputerWeekly Professional Series) also has
developed a notable set of publications covering IT Service Management, with
particular attention to IT portfolio topics

5. The typical questions:
How will going Agile help
us
…..@%$@^%$^
We are already ve
focused on
customer
collaboration. Wh
do we need to
change ?
Can we apply
Agile to Service
Management ?
Agile==Scrum??

6. The Need for Agility in ITSM
Workflow
• Management of erratic workflow, balancing workload across
delivery cycle
Customer Focus
• Transformation of IT to a customer-focused culture, by dealing with
pervasive internalized focus and lack of business understanding in
terms of value, outcomes, cost and risk.
Ownership
• Improvement of end-to-end delivery, ownership and accountability
in teams, while boosting collaboration.
Continuous Improvement
• Continuous, traceable improvement in service performance metrics

7. [ The three aspects of Agility….]
PrinciplesandValues
Essence
Practices
Decor
AgileButs
Myths

8. The Agile Manifesto
[ We are uncovering better ways of developing software by
doing it and helping others do it. Through this work we
have come to value]

9. Individuals and interactions
over
Processes and tools
The Agile Manifesto
[ We are uncovering better ways of developing software by
doing it and helping others do it. Through this work we
have come to value]

10. over
Working software comprehensive documentation
The Agile Manifesto
[ We are uncovering better ways of developing software by
doing it and helping others do it. Through this work we
have come to value]

11. over
Customer collaboration contract negotiation
The Agile Manifesto
[ We are uncovering better ways of developing software by
doing it and helping others do it. Through this work we
have come to value]

12. over
Responding to change following a plan
The Agile Manifesto
[ We are uncovering better ways of developing software by
doing it and helping others do it. Through this work we
have come to value]

13. But….
This sounds like [Product Development]
………..WIIFM

14. Let’s devise an Agile manifesto for
Service Management

15. Individuals and interactions
over
Processes and tools
The Agile Manifesto
[ We are uncovering better ways of delivering a service by
doing it and helping others do it. Through this work we
have come to value]

16. over
Working solution comprehensive documentation
The Agile Manifesto
[ We are uncovering better ways of delivering a service by
doing it and helping others do it. Through this work we
have come to value]

17. over
Customer collaboration Repeating Rules and
Procedures
The Agile Manifesto
[ We are uncovering better ways of delivering a service by
doing it and helping others do it. Through this work we
have come to value]

18. over
Responding to change following a plan
The Agile Manifesto
[ We are uncovering better ways of delivering a service by
doing it and helping others do it. Through this work we
have come to value]

19. Agile
Values
Trust
Collaboration
Accountability
High
Performance
High aims
Sense of
Urgency
Self
organization
Sustainable
Pace
Simplicity
Goal Driven
Approach
Self Growth
and
Excellence

20. This looks ok….
BUT
Which practices I use in my day to day
work !

21. Is Scrum enough?
 Works very well when the backlog is relatively stable
 Need at least 2 weeks of workflow without changing
priorities to be most effective
 Can be used in distributed team with a few tweaks
 May not work in highly , dynamic environments

22. Customized Agile Framework
for Service Management
Battlefield
Agility
Kanban
Scrum

23. Tailoring Scrum for Service Management
 Small cycles of work ( 1 week sprints)
 Enhanced daily stand-ups while using Sprint Planning
and Sprint Review for Strategizing
 Informal Sprint Review rather than a formal, elaborate
ceremony
 Segregating planned and unplanned work ( Bucket
Backlog Items)
 Effective Sprint Retrospectives

24. Marrying Scrum and ITIL concepts
 CAB Meeting is used to Prioritize the Backlog
 User Stories/Story Points help Document RFC’s
 Change Manager becomes Scrum Master

25. © 2012 Xebia IT Architects Private Limited
Time management within Sprint
P
• P1,P2
• Short
SLAs
P
• P3, P4
• Longer
SLAs,
Upgrades
F
• Future
Analysis
• Trainings
• Migration
and
Upgrades

26. Tracing the Progress-
Kanban and Pull

27. …
Step 1 DoneStep 2 Step n…Work Items
Done
In
Progress
In
Progress
In
Progress
DoneDone
Kanban Board

28. That’s it
Except for one more important element
Kanban Limits:
WIP

29. …
Step 1 DoneStep 2 Step n…Work Items
DoneIn
Progress
DoneIn
Progres
s
DoneIn
Progress

30. Lead Time
WIP

31. © 2012 Xebia IT Architects Private Limited
Going Lean…

32. Kaizen
 Good Change
 Continuous Improvement
 “Eliminate Waste to get more efficiencies”

33. The Kaizen Cycle
Plan
Do
Check
Act
Problem
Finding
Display
Acknowledge
Clear

34. © 2012 Xebia IT Architects Private Limited
Project War Map
Features
Continuous
Update based on
Field Inputs
2-3 days
Battle Platoon® Project
Troops
Project
Commander
Recce
Team
Weekly Retrospective
Daily
Callout
Battlefield Agility

35. © 2012 Xebia IT Architects Private Limited
Project War Map®

36. War Rules
 Find your mate: No troop works on a feature alone. Have at
least one mate with you
 Not > 2: No troop fights more than 2 battles at a time.
 Flag if Stuck: If you are not able to move forward on a
feature, report to Project Commander® immediately.
 Not > 3: Each attack party should not have more than 3
troops at a time.
 Feature <=4: Each Feature should not take more than 3 work
days to win.
 Stop not till win: Don't withdraw from a feature unless you
have won.
 Minimize Loss: Not > 2 Lost features in a month.

37. The AGILE TEAMS
Trustworthy, empowered, accountability and focused on process
as well as results.
Zero Tolerance for Negativism
Establish urgency, demanding performance std & direction.
Pay particular attention to first meetings and actions
Set clear rules of behavior
Set immediate performance-oriented tasks and goals
Positive Feedback, Recognition and Reward

38. 3 September, 2015

39. 3 September, 2015
Questions??

40. If We could be of any help
My Spaces
 http://www.agivetta.com
 www.madhurkathuria.com
 www.agiledevilsworkshop.com
I am available on
• Twitter: @madhurkathuria, @agivetta
• Skype: madhur.kathuria
• info@agivetta.com