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TFT13 - Ian Jones, Leading ITSM using Agile
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TFT13 - Ian Jones, Leading ITSM using Agile


Organisations continue to face and generate change at a rapid pace and ITSM teams are required not only to maintain pace but lead innovation. …

Organisations continue to face and generate change at a rapid pace and ITSM teams are required not only to maintain pace but lead innovation.
This presentation is a case study in the adoption of one Agile Methodology - Scrum - to lead Suncorp’s IT Service Improvement Plan, which later resulted in Suncorp winning the ITSMF Australia Innovation of the Year Award in 2012.
The presentation will outline the basic implementation activities, benefits realised and lessons learnt. Agile practices such as the Product Backlog, Stand-ups, Social Contract, Big Visual Charts and Retrospectives are presented in such a way that ITSM managers and team leaders can adopt them to successfully pursue their various Service Improvement Plans in a dynamic business environment.

To find out more about TFT, the only 24 hour global virtual ITSM conference, visit

Published in Business , Technology
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  • 1. Leading ITSM using Agile Ian Jones IT Service Management Team Leader Suncorp Business Services
  • 2. Outcomes Suncorp Business Services • Brief overview of Agile’s Scrum methodology • A case study of adopting Agile in ITSM & Operations • Show how Agile enhances • team work, • collaboration and • continuous improvement • Reference material for further research
  • 3. Suncorp Business Services
  • 4. Introduction to the case study Suncorp Business Services Suncorp: 16,000 staff including BT staff across Brisbane, Sydney, Melbourne, Auckland. Suncorp IT Service Management team:  12 staff, Brisbane based.  Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services.  Challenges appeared from 5 perspectives
  • 5. Suncorp Business Services
  • 6. What is Agile? Suncorp Business Services 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.
  • 7. Agile vs Waterfall Suncorp Business Services
  • 8. Agile vs Waterfall Suncorp Business Services
  • 9. What is Agile? Manifesto & Values PrinciplesPractices
  • 10. Agile values Suncorp Business Services Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan
  • 11. Social Contract • A set of rules the team agrees to • Above and beyond their normal roles and responsibilities • Focus on how the team will behave and interact • Can differ from team and team, project to project • Example statements – be on time to meetings and keep meetings short, – ask someone who knows rather than struggle on our own, – all be responsible for keeping the cards up to date, – won’t be rude, dismissive or condescending, – won’t blame someone else
  • 12. Suncorp Business Services
  • 13. Suncorp Business Services Features or Stories: Feature: one of more stories Story: smallest unit 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)
  • 14. Suncorp Business Services Let’s play Planning Poker! 1 2 4 8 As an application support team, I need 10 new RFC templates, So that my team raises RFCs consistently for our services. 2 2 4 Interpretations Assumptions Risks 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. Suncorp Business Services What I did yesterday was … What I will do today is …. The blockers I am facing are ….
  • 16. Suncorp Business Services To Do In Progress Done Story 01 Story 02 Story 03 Story 01Story 02 Story 03 Story 04 Story 02
  • 17. Tools Suncorp Business Services ITSM system Applications Defect & Request system
  • 18. Burndown Suncorp Business Services ITSM Burndown 0 10 20 30 40 50 60 70 80 90 100 9 8 7 6 5 4 3 2 1 0 Days Remaining Points Projected Actual
  • 19. Showcase Suncorp Business Services
  • 20. Suncorp Business Services • 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 Sprint retrospectives
  • 21. Suncorp Business Services
  • 22. Continual Service Improvement
  • 23. Agile vs Waterfall – ITSM tool upgrade Suncorp Business Services DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC V a l u e Waterfall Agile - Suggested Agile - ITSM Actual
  • 24. Suncorp Business Services
  • 25. Further research Suncorp Business Services • YouTube: Intro to Scrum in under 10 minutes (old and new versions) • Web: Scrum diagram from • Book: Succeeding with Agile, Mike Cohn, Addison- Wesley, 2011 Email: jonesyianau