Tal Aviv - Breaking the vicious cycle in IT Operations using an Agile/Kanban recipe

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  • 1. Breaking the Vicious Cycle in IT Operations using an Agile/Kanban Recipe Tal Aviv tal@AgileSparks.com Talaviv@hotmail.com
  • 2. A little bit of history: Where are we today and how did we gethere?FORCES THAT SHAPE IT SERVICES
  • 3. Growing Pains – How did we get here?• Organizations started with a single Person IT department.• Growth led to increased IT needs.• Growth led to Complexity.• Complexity led to splitting IT into specialized groups.• Pressure for Cost cutting led to off shoring and out sourcing.
  • 4. Customer Local Optima is The organization is satisfaction goes encouraged less flexible down while costs go up Matrices created for group performance Service Delivery Additional rules and Managers are Proj mgr added for procedures are brought on board to coordination created coordinate Cust/IT between groupsPressure to increase efficiency Quality of Service is Delivery time is reduced missed IT groups take longer to respond Coordination between team is more complicated IT’s Current Communication with remote team is more Each team is specialized in it own Reality Tree complicated area Use specialized Use less expensive teams to gain resources Outsource IT groups economy of scale Cut IT expenses Market forces People are the most IT is not a profit demand cut in IT expensive resource center expenditure Complexity in IT Additional IT grows Resources needed IT Dept growth IT Is Expensive Organization growth
  • 5. Current State - Impact on Users Confusion Delays Management intervention
  • 6. Current State - Impact on Users Users feel that Quality of service goes down due to: Delays. Missed due dates. System complexity complexity. Total System unpredictability
  • 7. Current State - Impact on IT GroupsWork in FIFO mode (unlesswork is expedited).Constant expediting led toconflicting demands.Conflicting demands led toheavy multi tasking tasking.
  • 8. Current State - Impact on IT GroupsSpecialized groups caused “silos”and local measurements.Specialized teams led to complexcoordination.Complex Coordination led to moremanagement oversight.
  • 9. Current State - Impact on IT GroupsLonger SLA in order to ensure work is completed in the time promised. short “touch time” VS. Long “wait time”.
  • 10. Current State - Impact on IT GroupsComplexity leads toincrease in operating costs.
  • 11. Example How can we break the cycle?
  • 12. March 1st Req. Date < SLA Real life problems Requested Projected RM Number Opened Date Due Date End Date Status Brief Description RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application-- RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for Aprimo RM10823279 RM10780366 1/14/11 11/23/10 1/31/11 11/30/10 1/31/11work in progress 12/7/10work in progress Due Date missed New GlobalScape FTP Site create globalscape ssh private key RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects Due Date missed 2/15/11 RM10854853 2/14/11 2/18/11work in progress Group Members in Identity Manager RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwords RM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM app RM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for Casting RM10828286 1/20/11 2/22/11 2/22/11work in progress Factory website RM10830017 1/21/11 1/24/11 2/11/11work in progress Req. Date < SLA SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS users RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with RM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metrics RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers Siteminder installation for new Windows 2008 server RM10814291 1/6/11 1/14/11 1/27/11pending (.net) Install Siteminder agent for new Cognos 10 Tm1 for RM10819539 1/11/11 1/14/11 2/1/11pending Req. Stuck in Queue deployment on iis webservers. Reverse Proxy Siteminder setup request for RM10842520 Progress even though Work in 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 we have lots of time RM10864079 2/23/11 2/25/11 3/16/11work in progress server (.net) RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for Aprimo RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev Request to change siteminder protected directory to / RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer
  • 13. Requested Date before SLA Date Requested ProjectedRM Number Opened Date Due Date End Date Status Brief DescriptionRM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.comRM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private keyRM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business ObjectsRM10854853 2/14/11 2/15/11 2/18/11work in progress Group Members in Identity ManagerRM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwordsRM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM appRM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for CastingRM10828286 1/20/11 2/22/11 2/22/11work in progress Factory websiteRM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS usersRM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration withRM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metricsRM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers Siteminder installation for new Windows 2008 serverRM10814291 1/6/11 1/14/11 1/27/11pending (.net) Install Siteminder agent for new Cognos 10 Tm1 forRM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers. Reverse Proxy Siteminder setup request forRM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008no correlation between requested dateRM10864079RM10866148 2/23/11 2/24/11 2/25/11 3/2/11 3/16/11work in progress 3/17/11work in progress server (.net) Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev to the projected dateRM10866934 2/25/11 2/28/11 3/18/11work in progress Request to change siteminder protected directory to / from /transfer
  • 14. WHERE DO WE START?
  • 15. Define Services and SLA Service Is a user story that define the action from the point of view of the user and has a definition of done.
  • 16. Define Services and SLA • No request will be allowed to enter the queue with requested date less then SLA date. • Special emergencies will be allowed only by approval from queue manager • Separate Requests from Incidents
  • 17. Define Services and SLA – Why? Predictability Leads to Trust Users will know exactly what they get and when they are going to get it.
  • 18. Missed Due Date Requested Projected EndRM Number Opened Date Due Date Date Status Brief DescriptionRM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.comRM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private keyRM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects GroupRM10854853 2/14/11 2/15/11 2/18/11work in progress Members in Identity Manager Many requests still missRM10856644RM10864590RM10867477 2/15/11 2/23/11 2/25/11 2/17/11 3/2/11 3/2/11 2/17/11work in progress 3/2/11work in progress 3/10/11work in progress DCL West Coast Office needs abiltiy to reset passwords IDM Access for STORM app Create new OU in EC for MetaData/Storm Requesting siteminder authentication for Casting Factory their projected end dateRM10828286RM10830017 1/20/11 1/21/11 2/22/11 1/24/11 2/22/11work in progress 2/11/11work in progress website SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS usersRM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with playtestRM10846983 2/7/11 2/11/11 2/28/11work in progress metricsRM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test ServersRM10814291 1/6/11 1/14/11 1/27/11pending Siteminder installation for new Windows 2008 server (.net) Install Siteminder agent for new Cognos 10 Tm1 forRM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers. Reverse Proxy Siteminder setup request forRM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 serverRM10864079 2/23/11 2/25/11 3/16/11work in progress (.net)RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev Request to change siteminder protected directory to /RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer
  • 19. Establish flow based on Prioritization and coordination scheme Is everyone on the same page? What is urgent? WHAT IS NEXT? Did we miss Is anything stuck? anything?
  • 20. What do we want?• Self managed teams• Reduced Multitasking• Focus• Increase flow
  • 21. Rules of the game Simple and to the point• Limit the WIP – No work can become work in progress if there are X number of requests in the queue.• SLA is published• Requests should be processed by SLA time.
  • 22. Rules of the game Establish Priority System Due Date is King !Subordinate priority decisions to the Due Date
  • 23. Rules of the game Establish Priority Visual System• Requests will be color coded (for example): – Green – More then 66% of time is available – Yellow – Between 10% - 66% of time is available – Red – Less then 10% of time is available – We are at risk of missing due date
  • 24. Rules of the game Establish Visual Priority SystemRequests that missed their due date will be color coded in BLACK – Each Black request will be prioritized case by case. – Usually Black requests will either be prioritized or due date will be renegotiated.
  • 25. Opened Projected March 1st 2011 Green Yellow RedRM Number Date Req. Date Date SLA 3/1/2011Status Brief Description Level Level LevelRM10818090 1/10/11 2/7/11 2/21/11 41 -8.00work in progress Add port 443 to efs.disney.com 27 14 4 corp-pc-reverse Proxy request- for RostrRM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progress application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress SetPlentyreverse proxy forfor up external of time Aprimo 27 14 4RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00work in progress New GlobalScape FTP Request Green Site 11 5 2RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00work in progress create globalscape ssh private key 9 4 1 New GlobalScape ftp site for sftp with externalRM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progress vendor. 9 4 1 Add Theresa Gallo GALLT001 to Business Objects Yellow2/14/11 areRM10854853 Req. 2/15/11 2/18/11 3 -10.88work in progress Group Members in Identity Manager 2 1 0 DCL West Coast Office needs abiltiy to reset 2/15/11 nextRM10856644 2/17/11 2/17/11 1 -12.00work in progress Red Request, Deal passwords 1 0 0RM10864590 2/23/11 3/2/11 3/2/11 6 1.00work in progress IDM Access for STORM app 4 2 1RM10867477 2/25/11 3/2/11 3/10/11 12 9.00work in progress with it NOW ! Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for CastingRM10828286 1/20/11 2/22/11 2/22/11 32 -7.00work in progress Factory website 21 11 3RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00work in progress BLACK Request will be dealt SETUP SITEMIDER TO DI WEB SERVER13 Need access to database to authenticate EISS users 7 2RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00work in progress with case by case basis through their HUB ID and PWD 14 dis/pc/siteminder - requesting integration with 7 2RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00work in progress playtest metrics 13 7 2RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00work in progress Gate New Siebel Development and Test Servers 18 9 3 Siteminder installation for new Windows 2008RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00pending Pending Request might need to 7 server (.net) 14 Install Siteminder agent for new Cognos 10 Tm1 for 2RM10819539 Due date is King, all 2/1/11 1/11/11 1/14/11 20 -28.00pending get back into queue 7 deployment on iis webservers. 13 Reverse Proxy Siteminder setup request for 2RM10842520 priority2/2/11 2/18/11 are decisions 2/23/11 20 -6.00pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 13 7 2RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progress server (.net) 14 7 2 subordinated to the due Setup new Site Minder for new application forRM10866148 2/24/11RM10866656 date! 3/11/11 3/17/11 2/25/11 3/2/11 3/18/11 20 20 16.00work in progress 17.00work in progress Aprimo DCP - add siteminder to PDL Dev 13 14 7 7 2 2 Request to change siteminder protected directoryRM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progress to / from /transfer 13 7 2 Color Coded Priority System
  • 26. Visual Management - Cleaning up• Visual Simplicity is the key for self management.• You cant improve if you cant see.• Start by cleaning up!
  • 27. First, Clean Up the Queue • Some of the Old work was removed • New Due Date negotiated for some of the Black requests • 2 Opened Req. Date Projected SLA are approvedBrief Description priority Black requests 3/1/2011 StatusRM Number Date Date to be Green Yellow Level Level Red LevelRM10818090 1/10/11 2/7/11 2/21/11 41 -8.00 work in progress Add port 443 to efs.disney.com 27 14 4 Cleaning up the messRM10839292 1/31/11RM10863474 2/22/11 2/8/11 3/4/11 3/14/11 41 4/5/11 41 corp-pc-reverse Proxy request- for Rostr 13.00 work in progress application-- 35.00 work in progress Set up external reverse proxy for Aprimo 27 27 14 14 4 4 New GlobalScape ftp site for sftp with makes it easier for the teamRM10867039 2/25/11RM10856644 2/15/11 3/11/11 2/17/11 3/11/11 13 3/17/11 29 10.00 work in progress external vendor. DCL West Coast Office needs abiltiy to reset 16.00 work in progress passwords 9 19 4 10 1 3 member to understandRM10864590 2/23/11RM10867477 2/25/11 3/2/11 3/2/11 3/2/11 6 3/10/11 12 1.00 work in progress IDM Access for STORM app 9.00 work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for 4 8 2 4 1 1RM10828286 1/20/11 2/22/11 3/22/11 60 21.00 work in progress Casting Factory website 40 20 6 what he/she needs to workRM10842863 2/3/11 2/11/11 3/24/11 49 Need access to database to authenticate 23.00 work in progress EISS users through their HUB ID and PWD dis/pc/siteminder - requesting integration 32 16 5RM10846983 2/7/11RM10864079 2/23/11 on2/11/11 2/25/11 2/28/11 20 3/16/11 20 -1.00 work in progress with playtest metrics Siteminder QA installation for new Windows 15.00 work in progress 2008 server (.net) 13 14 7 7 2 2 Setup new Site Minder for new applicationRM10866148 2/24/11 3/2/11 3/17/11 20 16.00 work in progress for Aprimo 13 7 2RM10866656 2/25/11 3/11/11 3/18/11 20 17.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protectedRM10866934 2/25/11 2/28/11 3/18/11 20 17.00 work in progress directory to / from /transfer 13 7 2
  • 28. Visualize the work ,establish flow Kanban
  • 29. Visualize the work - Kanban • Queue manager transfer request from Service Center to Kanban board based on color priority • Team members pull work based on order • WIP limit is strictly enforced
  • 30. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590RM10866148 RM10818090 Use KanbanRM10856644 RM10846983 Board for VisualRM10866148 RM10839292 SelfRM10866656RM10866934 RM10867039 Management Definitions Queue Manager to Item pulled All open Item that was work ensure that no by a teamrequests waiting completed and information is member andto be processed moved to customer missing from is being for approval. the request worked on. before entering ready state
  • 31. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590 Top 3 requests fromRM10866148 the ready queue are RM10818090 pulled in to work inRM10856644 progress RM10846983RM10866148 RM10839292RM10866656 RM10867039RM10866934 RM10867477 March 1st 2011 Tech Team Pull work while keeping WIP Limits
  • 32. The Next Day – March 2nd • The Red request and 2 black are completed • 3 New requests came in Opened Projected Green Yellow Red RM Number Date Req. Date Date SLA 3/2/2011 Status Brief Description Level Level Level corp-pc-reverse Proxy request- for Rostr RM10839292 1/31/11 2/8/11 3/14/11 41 12.00 work in progress application-- 27 14 4 RM10863474 2/22/11 3/4/11 4/5/11 41 34.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 New GlobalScape ftp site for sftp with RM10867039 2/25/11 3/11/11 3/11/11 13 9.00 work in progress external vendor. 9 4 1 DCL West Coast Office needs abiltiy to reset RM10856644 2/15/11 2/17/11 3/17/11 29 15.00 work in progress passwords 19 10 3 RM10867477 2/25/11 3/2/11 3/10/11 12 8.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for RM10828286 1/20/11 2/22/11 3/22/11 60 20.00 work in progress Casting Factory website 40 20 6 Need access to database to authenticate EISS RM10842863 2/3/11 2/11/11 3/24/11 49 22.00 work in progress users through their HUB ID and PWD 32 16 5 Siteminder QA installation for new Windows RM10864079 2/23/11 2/25/11 3/16/11 20 14.00 work in progress 2008 server (.net) 14 7 2 Setup new Site Minder for new application RM10866148 2/24/11 3/2/11 3/17/11 20 15.00 work in progress for Aprimo 13 7 2 RM10866656 2/25/11 3/11/11 3/18/11 20 16.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protected RM10866934 2/25/11 2/28/11 3/18/11 20 16.00 work in progress directory to / from /transfer 13 7 2 Request to change siteminder protected RM10869001 3/1/11 3/15/11 3/18/11 16 16.00 work in progress directory to / from /transfer 11 5 2 Request to change siteminder protected RM10869012 3/1/11 3/10/11 3/10/11 8 8.00 work in progress directory to / from /transfer 6 3 1 RM10869023 3/1/11 3/5/11 3/5/11 3 3.00 work in progress Urgent class request 2 1 0
  • 33. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590RM10866148 RM10818090RM10856644 RM10846983RM10866148 RM10839292RM10866656 RM10867039RM10866934 RM10867477 March 2nd 2011RM10869023RM10869012RM10869001
  • 34. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590RM10866148 RM10818090RM10856644 RM10846983RM10866148 RM10839292RM10866656 RM10867039RM10866934 RM10867477 As work is beingRM10869023 completed, new work canRM10869012 flow into the queues, based on color priorityRM10869001 March 2nd 2011
  • 35. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869023 RM10864590RM10866148 RM10839292 RM10818090RM10856644 RM10867039 RM10846983RM10866148 RM10867477RM10866656 RM10869012RM10866934 RM10864079RM10869001 March 2nd 2011
  • 36. March 3rd • 2 urgent requests came in Opened Projected Green Yellow RedRM Number Date Req. Date Date SLA 3/3/2011 Status Brief Description Level Level Level corp-pc-reverse Proxy request- for RostrRM10839292 1/31/11 2/8/11 3/14/11 41 11.00 work in progress application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 33.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 New GlobalScape ftp site for sftp with externalRM10867039 2/25/11 3/11/11 3/11/11 13 8.00 work in progress vendor. 9 4 1 DCL West Coast Office needs abiltiy to resetRM10856644 2/15/11 2/17/11 3/17/11 29 14.00 work in progress passwords 19 10 3RM10867477 2/25/11 3/2/11 3/10/11 12 7.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for CastingRM10828286 1/20/11 2/22/11 3/22/11 60 19.00 work in progress Factory website 40 20 6 Need access to database to authenticate EISS usersRM10842863 2/3/11 2/11/11 3/24/11 49 21.00 work in progress through their HUB ID and PWD 32 16 5 Siteminder QA installation for new Windows 2008RM10864079 2/23/11 2/25/11 3/16/11 20 13.00 work in progress server (.net) 14 7 2 Setup new Site Minder for new application forRM10866148 2/24/11 3/2/11 3/17/11 20 14.00 work in progress Aprimo 13 7 2RM10866656 2/25/11 3/11/11 3/18/11 20 15.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protected directoryRM10866934 2/25/11 2/28/11 3/18/11 20 15.00 work in progress to / from /transfer 13 7 2 Request to change siteminder protected directoryRM10869001 3/1/11 3/15/11 3/18/11 16 15.00 work in progress to / from /transfer 11 5 2 Request to change siteminder protected directoryRM10869012 3/1/11 3/10/11 3/10/11 8 7.00 work in progress to / from /transfer 6 3 1RM10869023 3/1/11 3/5/11 3/5/11 3 2.00 work in progress Urgent class request 2 1 0 Request to change siteminder protected directoryRM10869001 3/2/11 3/15/11 3/18/11 15 15.00 work in progress to / from /transfer 10 5 2RM10869077 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0RM10869097 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0
  • 37. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10866656 RM10867477 RM10869023 RM10864590RM10866934 RM10869012 RM10839292 RM10818090RM10869001 RM10864079 RM10867039 RM10846983 RM10866148 RM10856644 RM10866148 March 3rd 2011RM10869077RM10869097 Color system keeps it simpleRM10869101
  • 38. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10869077 RM10867477 RM10869023 RM10864590RM10869097 RM10869012 RM10839292 RM10818090 RM10864079 RM10867039 RM10846983RM10866656 RM10866148RM10866934 RM10856644RM10869001 RM10866148RM10869101 March 3rd 2011
  • 39. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869077 RM10839292 RM10864590RM10869097 RM10869012 RM10867039 RM10818090 RM10864079 RM10867477 RM10846983RM10866656 RM10866148 RM10869023RM10866934 RM10856644RM10869001 RM10866148RM10869101 March 3rd 2011
  • 40. RESULTS• Standard flow• Self Managed teams• Clear priority system• Reduced time to market• Predictability – Trust – Customer Satisfaction
  • 41. How do we coordinate several groups?• Each Service will have tasks for one or multiple groups.• Each task will have an SLA.• Each group will use the color coding system to prioritize work towards a common Service due date (see example).
  • 42. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 Request RM10864079 has 3 RM10864079-1 tasks that go to 3 separate groups. Based on the Service SLA, each group will have a subRM10864079-2 SLA for its task. RM10864099 If there are dependencies, the Queue Manager will notRM10864079-3 designate his task as ready until work on the previous RM10867039 task is in CustomerRM108640192 Acceptance Use the same principles to coordinate between teams
  • 43. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088RM10864079-1RM10864079-2 RM10864099 RM10864079-3 RM10867039RM108640192
  • 44. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864088 RM10864079-1 RM10864079-2RM10864099 RM10864079-3RM10867039RM108640192
  • 45. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Color of task might have AcceptanceRM10864088 changed while in the works RM10864079-1 RM10864079-2RM10864099 RM10864079-3RM10867039RM108640192
  • 46. We gained even more• Management oversight for coordination was reduced.• Increase cross team collaboration.• Increased transparency.• Reduced Complexity and Operating costs.
  • 47. RESULTS• Standard flow• Self Managed teams• Clear priority system• Reduced time to market• Management oversight for coordination was reduced.• Increase cross team collaboration.• Reduced Complexity and Operating costs. Predictability Trust Customer Satisfaction
  • 48. Questions?
  • 49. Frequently Asked Questions• What if the customer does not approve? – Requests not approved by the customer will go back to the queue with priority Red and flow through the process again.• Why do we need Ready queue? – In order to ensure that work flows through the process, we need to ensure that all information is available to the technical staff. The ready queue is for work ready to be processed and all information is available
  • 50. Frequently Asked Questions• How do we ensure that Green tickets will be done on time? – The color of the ticket will change with time. If we penetrate the buffer and the ticket becomes yellow or red, it will automatically move up on the priority list• What about super urgent work such as incidents? – Incidents might need to be a separate class of service. Prioritization of incidents might be based on Severity and not by due date
  • 51. Frequently Asked Questions• How do we find the right SLA? – Too many green – SLA too big – Too many Red – SLA too short
  • 52. For Additional Information tal@agilesparks.com talaviv@hotmail.com
  • 53. Thank you
  • 54. About the Speaker Tal Aviv/Ovadia http://il.linkedin.com/pub/tal-ovadia/2/76/586 Blog: Duckmanagement.blogspot.com
  • 55. Appendix
  • 56. Cleaning up• Phases of LEAN 5S – 1.1 Sorting (Seiri) – 1.2 Straightening or setting in order / stabilize (Seiton) – 1.3 Sweeping or shining or cleanliness / systematic cleaning (Seiso) – 1.4 Standardizing (Seiketsu) – 1.5 Sustaining the discipline or self-discipline (Shitsuke)