Agile Service Management
Ian Jones
IT Service Management Team Leader

Suncorp Business Services
Outcomes
• Brief overview of Agile’s Scrum & Lean’s Kanban methodology
• A case study of adopting Scrum and Kanban in IT S...
Suncorp Business Services
Introduction to the case study
Suncorp: Thousands of staff including BT staff across
Brisbane, Sydney, Melbourne, Auckland...
Introduction to the case study

Suncorp Service Delivery team:
 8 staff, Brisbane based.
 Provide a BMC Remedy platform ...
Suncorp Business Services
Introduction to the case study
Customer

Release

Request

UAT

Action

Build

Requirements

Design

Suncorp Business Serv...
What is Agile?

a group of software development
methodologies based on iterative and
incremental development where require...
Agile vs Waterfall

Suncorp Business Services
Agile vs Waterfall

Suncorp Business Services
Agile values
Individuals and interactions over processes and tools
Working software over comprehensive documentation
Custo...
Suncorp Business Services
Features or Stories:
Feature: perceived pieces of value
Epic: large pieces of work
Story: small units of work
Task: smalle...
Let’s play
Planning
Poker!

Suncorp Business Services

Fixed period of time
(e.g. 1 – 4 weeks),
Start & end dates are fixe...
2

2

4
Interpretations
Assumptions
Risks

As an application support team,
I need 10 new RFC templates,
So that my team ra...
What I did yesterday was …
What I will do today is ….
The blockers I am facing are ….
Suncorp Business Services
To Do
Story 03

In Progress

Done

Story 01

Story 02

Story 04

Story 02
Story 03

Suncorp Business Services

Story 01
Tools

ITSM
system
Suncorp Business Services

Applications
Defect & Request
system
Burndown
Projected

ITSM Burndown

Actual

100
90
80
70

Points

60
50
40
30
20
10
0
9

8

7

6

5

4

Days Remaining

Sun...
Showcase

Suncorp Business Services
Sprint retrospectives
• Held on the last day of the sprint
• Team review of the sprint
– What went well
– What didn’t go w...
Suncorp Business Services
Agile vs Waterfall – ITSM tool upgrade
Waterfall

Agile - Suggested

Agile - ITSM Actual

V
a
l
u
e

DEC

JAN

Suncorp Bus...
Scaled Agile Framework™ Big Picture
Program Wall
•
•
•
•

Department size wall
Scrum of scrums approach
Features level, not stories
Dept wide view of risks
an...
Kanban
• Kan (-visual) Ban (-card)
• Toyota’s Just-In-Time manufacturing adopted into Lean Software Development
• Aims to ...
Suncorp Business Services

Analysis
[4]

Dev
[4]

Test
[2]

Deploy
[1]

In progress | Done

Queue
[11]

In progress | Done...
Outcomes from adopting Kanban
• Priorisation by the team
• Maintain a pipeline of work
• Improved visibility of work
• Lim...
Context Switching exercise
Exercise 1: Time yourself to write down numbers 1 to 10 in rows (Arabic, Roman, Alphabet)
Exerc...
Suncorp Business Services
Further research
• YouTube: Intro to Scrum in under 10 minutes

(old and new versions)
• Web:
• Scrum http://www.agilefora...
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Agile IT Service Management

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This presentation outlines how Suncorp has adopted Agile scrum and Lean kanban to effectively and efficiently deliver IT Service Management. This presentation was given at the BMC Remedy User Group forums in Sydney & Melbourne, Australia in November 2013.

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Agile IT Service Management

  1. 1. Agile Service Management Ian Jones IT Service Management Team Leader Suncorp Business Services
  2. 2. Outcomes • Brief overview of Agile’s Scrum & Lean’s Kanban methodology • A case study of adopting Scrum and Kanban in IT Service Management (including Remedy platform) • Show how Scrum and Kanban enhances • team work, • collaboration and • continuous improvement • Reference material for further research Suncorp Business Services
  3. 3. Suncorp Business Services
  4. 4. Introduction to the case study Suncorp: Thousands of staff including BT staff across Brisbane, Sydney, Melbourne, Auckland. Suncorp IT Service Management team:  10 staff, Brisbane based.  Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services.  Challenges appeared from 5 perspectives Suncorp Business Services
  5. 5. Introduction to the case study Suncorp Service Delivery team:  8 staff, Brisbane based.  Provide a BMC Remedy platform and services for:    Suncorp Business Services Business Technology Human Resources Personal Insurance
  6. 6. Suncorp Business Services
  7. 7. Introduction to the case study Customer Release Request UAT Action Build Requirements Design Suncorp Business Services
  8. 8. What is Agile? 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. Suncorp Business Services
  9. 9. Agile vs Waterfall Suncorp Business Services
  10. 10. Agile vs Waterfall Suncorp Business Services
  11. 11. 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 Suncorp Business Services
  12. 12. Suncorp Business Services
  13. 13. Features or Stories: Feature: perceived pieces of value Epic: large pieces of work Story: small units of work Task: smallest piece 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
  14. 14. Let’s play Planning Poker! Suncorp Business Services Fixed period of time (e.g. 1 – 4 weeks), Start & end dates are fixed, Stories must be complete, Quality cannot suffer, Scope is flexible.
  15. 15. 2 2 4 Interpretations Assumptions Risks As an application support team, I need 10 new RFC templates, So that my team raises RFCs consistently for our services. Suncorp Business Services
  16. 16. What I did yesterday was … What I will do today is …. The blockers I am facing are …. Suncorp Business Services
  17. 17. To Do Story 03 In Progress Done Story 01 Story 02 Story 04 Story 02 Story 03 Suncorp Business Services Story 01
  18. 18. Tools ITSM system Suncorp Business Services Applications Defect & Request system
  19. 19. Burndown Projected ITSM Burndown Actual 100 90 80 70 Points 60 50 40 30 20 10 0 9 8 7 6 5 4 Days Remaining Suncorp Business Services 3 2 1 0
  20. 20. Showcase Suncorp Business Services
  21. 21. Sprint retrospectives • 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 Suncorp Business Services
  22. 22. Suncorp Business Services
  23. 23. Agile vs Waterfall – ITSM tool upgrade Waterfall Agile - Suggested Agile - ITSM Actual V a l u e DEC JAN Suncorp Business Services FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
  24. 24. Scaled Agile Framework™ Big Picture
  25. 25. Program Wall • • • • Department size wall Scrum of scrums approach Features level, not stories Dept wide view of risks and blockers • Provides visibility to: • Senior executive • Staff • Visitors • Guides resource utilisation Suncorp Business Services
  26. 26. Kanban • Kan (-visual) Ban (-card) • Toyota’s Just-In-Time manufacturing adopted into Lean Software Development • Aims to maximise customer value while minimising waste Core Practices: 1. Visualise the workflow 2. Limit the work in progress 3. Manage the flow of work 4. Make policies explicit 5. Implement feedback loops Suncorp Business Services
  27. 27. Suncorp Business Services Analysis [4] Dev [4] Test [2] Deploy [1] In progress | Done Queue [11] In progress | Done In progress | Done In progress | Done
  28. 28. Outcomes from adopting Kanban • Priorisation by the team • Maintain a pipeline of work • Improved visibility of work • Limiting the work in progress • Pull vs Push Result: reducing backlog from 60 to 25 cards Suncorp Business Services
  29. 29. Context Switching exercise Exercise 1: Time yourself to write down numbers 1 to 10 in rows (Arabic, Roman, Alphabet) Exercise 2: Time yourself to write down numbers 1 to 10 in columns(Arabic, Roman, Alphabet) Compare your times! Arabic Numbers Roman Numerals Alphabet 1 I A 2 II B 3 III C 4 IV D … … … 10 X J Suncorp Business Services
  30. 30. Suncorp Business Services
  31. 31. Further research • YouTube: Intro to Scrum in under 10 minutes (old and new versions) • Web: • Scrum http://www.agileforall.com/intro-to-agile/ • SAFe http://scaledagileframework.com ian.jones@suncorp.com.au jonesyianau Prevailing Service Management Suncorp Business Services
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