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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 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
Suncorp Business Services
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
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
Suncorp Business Services
Introduction to the case study
Customer

Release

Request

UAT

Action

Build

Requirements

Design

Suncorp Business Services
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
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
Customer collaboration over contract negotiation

Responding to change over following a plan

Suncorp Business Services
Suncorp Business Services
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
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.
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
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

Suncorp Business Services

3

2

1

0
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 well
– What still puzzles me

• Corrective actions/Ideas are fed
back into Product Backlog

Suncorp Business Services
Suncorp Business Services
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
Scaled Agile Framework™ Big Picture
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
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
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
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
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
Suncorp Business Services
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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Agile IT Service Management

  • 1. Agile Service Management Ian Jones IT Service Management Team Leader Suncorp Business Services
  • 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
  • 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. 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
  • 7. Introduction to the case study Customer Release Request UAT Action Build Requirements Design Suncorp Business Services
  • 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. Agile vs Waterfall Suncorp Business Services
  • 10. Agile vs Waterfall Suncorp Business Services
  • 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
  • 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. 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. 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. What I did yesterday was … What I will do today is …. The blockers I am facing are …. Suncorp Business Services
  • 17. To Do Story 03 In Progress Done Story 01 Story 02 Story 04 Story 02 Story 03 Suncorp Business Services Story 01
  • 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
  • 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
  • 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. 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. 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. 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. 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
  • 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