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.
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
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.
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
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