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Ben Linders Advies

Becoming Agile, in an Agile Way
November 13, 2013, 11:00 AM EST

Slide: 1
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Ben Linders Advies

Ben Linders
Senior Consultant
Ben Linders Advies
BenLinders@gmail.com
Hosted by:

Michael Milutis
Director of Marketing
Computer Aid, Inc. (CAI)
Michael_Milutis@compaid.com

Slide: 2
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Ben Linders Advies

About Presenter’s Firm
Ben Linders Advies deliver services for Software
Development, IT and R&D organizations and
professionals, to help them becoming more effective and
efficient, and increase the business value that they
deliver in their organization, and to their customers.

Slide: 3
11/13/2013
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CAI Achieves IT Operational Excellence

www.compaid.com
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11/13/2013
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PDU Credits Available for this Webinar
• The PMI has accredited this webinar with PDUs
• You will be eligible to receive 1.0 PDU credits
• Your PDU email will be sent to you within 24 hours

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11/13/2013
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Ben Linders Advies

Becoming Agile, in an Agile Way

Slide: 8
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Learning objectives
• how to do agile self-assessments to find out how agile
and lean you are already
• what short cycled improvements are and how you can
use them for continuous improvement
• why you should use agile retrospectives to assure
getting benefits out of agile and lean

Slide: 9
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Who is Ben Linders?
Quality & Defect Prevention
Agile & Lean Coaching
Process Improvement & Organizational Development
CMMI / People-CMM Assessor

veranderproject.nl Enterprise Agile Agile People & Organization

Slide: 10
11/13/2013
Webinar Sponsored by Computer Aid, Inc.

WorkImprovers
Facts about Agile
•
•
•
•

Started 2001: Agile Manifesto by 17 experts
4 values and 12 principles
Networks: Agile Alliance Scrum Alliance Agile Consortium
Version One Agile Survey of 2012:
– Usage: <1 yr (12%) 1-2 yrs (38%) 2-5 yrs (36%) >5 yr (14%)
– Technique: Scrum (54%) Scrum/XP (11%) Custom (9%)

• Data on Agile: Jones QSM Rico AgileWerkt

Slide: 11
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Becoming Agile and Lean
Ask yourself:
• How Agile are you?
• Where do you want to become
more Agile, and why?
• What can you do next?

Journey to Become Agile and Lean

Slide: 12
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Agile Mindset & Culture
• Being Agile over Doing Agile
• Understand while Doing
• Stop Starting
Start Finishing
• Why over How
• Feedback
• Learn

Slide: 13
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
How Agile are you?

Slide: 14
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Lean: Eliminate Waste & Build Quality In
•
•
•
•

Building the Wrong product
Useless Documentation
Defects & Rework
Task Switching

Slide: 15
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Resident Defects in
Design Base

Design Process
Competence, skills
Tools, environment
Test Process
Competence, skills
Test Capacity
Tools, environment

Defects Inserted
(documentation,
code)

Defect Density

Detection Rate
Defects Detected
(Inspection, test)

Fault Slip Through
Defect Classification

Resident Defects in
Delivered Product
Defect Level

Measure Product Quality
Slide: 16
11/13/2013
Webinar Sponsored by Computer Aid, Inc.

(Un)happy customers

Process
Inputs and outputs
Influencing factors
Measurement

Quality with Agile Teams
Combining Strengths
Agile

Lean

• Teamworking
• Interaction with Stakeholders
• Process adaption &
improvement (Retrospectives)
• Backlog Grooming
• Work In Progress (Kanban)
• Development View

• Collaboration
• Focus on Delivery Chain
• Decisions: Value-stream mapping
& Last Responsible Moment
• Reducing Waste
• Pull
• Business View

Slide: 17
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Benefits of Lean
•
•
•
•
•

Understanding Customer Needs
Effective Collaboration
Faster Delivery
Lower Cost
Motivated Employees

Slide: 18
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Assessing yourself
•
•
•
•
•
•

Readiness
Agile / Scrum Practices
Culture & Mindset
Agile Fluency
Roadmaps for Adoption
Maturity

Agile Self-Assessment
Slide: 19
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Tools and Checklists for agile self assessment
The following tools and checklists are know to me. They can help you to do a kind of startup check or readiness /
maturity assessment to determine how agile or lean you are:
•
The Unofficial Scrum Checklist from Henrik Kniberg
•
Team 5X5 Self-Assessment from the Scaled Agile Framework
•
42 point test: How Agile are You by Kelly Waters
•
Questions for Transitioning to Agile from Johanna Rothman
•
Agile Self Evaluation (free assessment checklist/report) by Thoughtworks
•
Scrum Checklist by Boris Gloger
•
Corporate Agile 10-point checklist by Elena Yatzeck
•
Joe’s Unofficial Scrum Checklist by Joe Little
•
Lean-Agile Roadmap by NetObjectives
•
A ScrumButt Test aka the Nokia Test by Jeff Sutherland
•
A ScrumButt Test by Mayflower
•
How to Measure Team Agility by Len Lagestee
•
Agile Maturity Self Assessment by Robbie Mac Iver
•
Enterprise Agile Practice Assessment Tool (paid services) by DrAgile
•
Agile Readiness Questionnaire by PM Gadget
•
Readiness & Fit Analysis from the Software Engineering Institute by Suzanne Miller
•
Seven Questions to Ask to Determine if Your Organization is Agile Ready from PMI Austin
•
Your Path through Agile Fluency by Diana Larsen and James Shore
•
The InfoQ Minibook Scrum Hard Facts: Roles. Artifacts. All meetings provides a Scrum checklist
•
The InfoQ minibook An Agile Adoption and Transformation Survival Guide includes a checklist for change agents
•
Implementing Lean Software Development (Poppendieck)

Slide: 20
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Requirements for Process
•
•
•
•
•
•
•
•

Clear and understandable
Easy accessible
Help professionals in daily work
Enable creativity and value focus
Support rich forms of communication,
Enable decisions at lowest possible level
Provide feedback on performance
Reward the right behavior

Uncovering Better Ways to do Process Improvement

Slide: 21
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Agile Processes
Central Processes:
• Bare Minimum
• High level/overview
• Process Owners
• Stable
• Coordinate / Decide

Team, Definition of Done:
• Only what is needed
• Can be detailed
• Owned by the team
• Improved continuously
(retrospectives)
• Used in daily work

Agile assumes trained & empowered professionals
Slide: 22
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Resistance to Agile?
•
•
•
•

Talk with them
Listen what they have to say
Take them seriously
Ask why and how

Resistance = Information!
Dealing with Resistance
Slide: 23
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Agile Process Strategy
• Product Owner = Discipline Owner
• User Stories, e.g.:
– Increase process awareness
– Align processes
– Remove unused processes
• Incremental improvement:
Demo &Retrospective
Scrum Process Improvement
Slide: 24
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Agile Process Improvement
Expected benefits:
• Collaboration PI team and
stakeholders
• Deployment (over defining) processes
• Adopt to changes
• Incrementaly, ROI
• Learn to work Agile
Process Improvement: The Agile Way

Slide: 25
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Golden Rules for PI
• Dare to share, early and frequently
• Result depends on team, not individuals
• The one who checks out a task is not
necessarily the one who has to finish it
• The one’s working on a task are the right people
• You may critique anything,
but never criticize anyone
BenLinders.com/GoldenRules

Slide: 26
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Short-Cycled Improvements
Splitting a team into 2
Let the Scrum Master Come
from the Team
Observe and Change

Slide: 27
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Retrospectives - Why
Learning from doing
Reflect, adapt and improve
Focus upon
• Team
• Self steering
• Collaboration
• Value
Why Agile Retrospectives
Slide: 28
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Prime Directive
“Regardless of what we discover,
we understand and truly believe
that everyone did the best job
they could, given what they knew
at the time, their skills and
abilities, the resources available,
and the situation at hand.”
Norm Kerth
http://www.retrospectives.com/

Slide: 29
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Slide: 30
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Retrospective Exercises
•
•
•
•
•
•
•
•
•
•

Asking questions
One-word retrospective
Root Cause Analysis
Timeline
Flow and Energy
Asking Why?
Strenghts (Solution Focused)
Perfection game
Action priorities
Retrospective of Retrospectives
Slide: 31
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Solution Focused Approach

How did you
get this far?
Celebrate it!

How can you
use that to get
a smidgy bit
further?

What you
currently
imagine
“perfect” to be
.

Delta Method, by Alistair Cockburn
Slide: 32
11/13/2013
Webinar Sponsored by Computer Aid, Inc.

32
Solution Focused
• How did you get this far?
• What do you imagine perfect to be?
• Small step!
– What is going well?
– What did you do? How? Why?
– Which Strengths? Applied?

Strengths-based Retrospective
Slide: 33
11/13/2013
Webinar Sponsored by Computer Aid, Inc.

33
Examples
The Sprint that failed

The team that wasn’t a team yet

• Trust and Empowerment
• Teamwork

• Getting to know each other
• Skills & Open Culture

Slide: 34
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Benefits of Retrospectives
•
•
•
•

Actions by the team, for the team
Product owner involvement
No handovers
Lead your own improvement journey

Retrospective Benefits

Slide: 35
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Getting Value out of Agile Retrospectives
A Toolbox of Retrospective Exercises
By Luis Gonçalves & Ben Linders
Available on:
• InfoQ
• Leanpub

Slide: 36
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
An Agile Way to Become Agile!
• Agile self-assessments to know
how agile & lean you are
• Short cycled improvements to
do continuous improvement
• Agile retrospectives to get
benefits out of agile and lean

Slide: 37
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Ben Linders Advies

Questions?
benlinders@gmail.com
@BenLinders
www.linkedin.com/in/benlinders
www.facebook.com/BenLindersAdvies
www.benlinders.com
Slide: 38
11/13/2013
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Slide: 40
11/13/2013
Webinar Sponsored by Computer Aid, Inc.
Ben Linders Advies

Ben Linders
Senior Consultant
Ben Linders Advies
BenLinders@gmail.com
Hosted by:

Michael Milutis
Director of Marketing
Computer Aid, Inc. (CAI)
Michael_Milutis@compaid.com

Slide: 41
11/13/2013
Webinar Sponsored by Computer Aid, Inc.

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Becoming agile in an agile way - ITMPI webinar by Ben Linders

  • 1. Ben Linders Advies Becoming Agile, in an Agile Way November 13, 2013, 11:00 AM EST Slide: 1 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 2. Ben Linders Advies Ben Linders Senior Consultant Ben Linders Advies BenLinders@gmail.com Hosted by: Michael Milutis Director of Marketing Computer Aid, Inc. (CAI) Michael_Milutis@compaid.com Slide: 2 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 3. Ben Linders Advies About Presenter’s Firm Ben Linders Advies deliver services for Software Development, IT and R&D organizations and professionals, to help them becoming more effective and efficient, and increase the business value that they deliver in their organization, and to their customers. Slide: 3 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 4. CAI Achieves IT Operational Excellence www.compaid.com Slide: 4 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 5. PDU Credits Available for this Webinar • The PMI has accredited this webinar with PDUs • You will be eligible to receive 1.0 PDU credits • Your PDU email will be sent to you within 24 hours Slide: 5 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 6. Online Webinar Recordings NOW AVAILABLE • Anytime Access • Hundreds of Topics Visit: www.ITMPI.org/library Slide: 6 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 7. Enjoy the benefits of ITMPI Membership JOIN TODAY! • UNLIMITED Free Webinar Recordings • UNLIMITED Free PDU Credits • Hundreds of Topics Visit: www.ITMPI.org/subscribe Slide: 7 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 8. Ben Linders Advies Becoming Agile, in an Agile Way Slide: 8 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 9. Learning objectives • how to do agile self-assessments to find out how agile and lean you are already • what short cycled improvements are and how you can use them for continuous improvement • why you should use agile retrospectives to assure getting benefits out of agile and lean Slide: 9 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 10. Who is Ben Linders? Quality & Defect Prevention Agile & Lean Coaching Process Improvement & Organizational Development CMMI / People-CMM Assessor veranderproject.nl Enterprise Agile Agile People & Organization Slide: 10 11/13/2013 Webinar Sponsored by Computer Aid, Inc. WorkImprovers
  • 11. Facts about Agile • • • • Started 2001: Agile Manifesto by 17 experts 4 values and 12 principles Networks: Agile Alliance Scrum Alliance Agile Consortium Version One Agile Survey of 2012: – Usage: <1 yr (12%) 1-2 yrs (38%) 2-5 yrs (36%) >5 yr (14%) – Technique: Scrum (54%) Scrum/XP (11%) Custom (9%) • Data on Agile: Jones QSM Rico AgileWerkt Slide: 11 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 12. Becoming Agile and Lean Ask yourself: • How Agile are you? • Where do you want to become more Agile, and why? • What can you do next? Journey to Become Agile and Lean Slide: 12 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 13. Agile Mindset & Culture • Being Agile over Doing Agile • Understand while Doing • Stop Starting Start Finishing • Why over How • Feedback • Learn Slide: 13 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 14. How Agile are you? Slide: 14 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 15. Lean: Eliminate Waste & Build Quality In • • • • Building the Wrong product Useless Documentation Defects & Rework Task Switching Slide: 15 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 16. Resident Defects in Design Base Design Process Competence, skills Tools, environment Test Process Competence, skills Test Capacity Tools, environment Defects Inserted (documentation, code) Defect Density Detection Rate Defects Detected (Inspection, test) Fault Slip Through Defect Classification Resident Defects in Delivered Product Defect Level Measure Product Quality Slide: 16 11/13/2013 Webinar Sponsored by Computer Aid, Inc. (Un)happy customers Process Inputs and outputs Influencing factors Measurement Quality with Agile Teams
  • 17. Combining Strengths Agile Lean • Teamworking • Interaction with Stakeholders • Process adaption & improvement (Retrospectives) • Backlog Grooming • Work In Progress (Kanban) • Development View • Collaboration • Focus on Delivery Chain • Decisions: Value-stream mapping & Last Responsible Moment • Reducing Waste • Pull • Business View Slide: 17 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 18. Benefits of Lean • • • • • Understanding Customer Needs Effective Collaboration Faster Delivery Lower Cost Motivated Employees Slide: 18 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 19. Assessing yourself • • • • • • Readiness Agile / Scrum Practices Culture & Mindset Agile Fluency Roadmaps for Adoption Maturity Agile Self-Assessment Slide: 19 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 20. Tools and Checklists for agile self assessment The following tools and checklists are know to me. They can help you to do a kind of startup check or readiness / maturity assessment to determine how agile or lean you are: • The Unofficial Scrum Checklist from Henrik Kniberg • Team 5X5 Self-Assessment from the Scaled Agile Framework • 42 point test: How Agile are You by Kelly Waters • Questions for Transitioning to Agile from Johanna Rothman • Agile Self Evaluation (free assessment checklist/report) by Thoughtworks • Scrum Checklist by Boris Gloger • Corporate Agile 10-point checklist by Elena Yatzeck • Joe’s Unofficial Scrum Checklist by Joe Little • Lean-Agile Roadmap by NetObjectives • A ScrumButt Test aka the Nokia Test by Jeff Sutherland • A ScrumButt Test by Mayflower • How to Measure Team Agility by Len Lagestee • Agile Maturity Self Assessment by Robbie Mac Iver • Enterprise Agile Practice Assessment Tool (paid services) by DrAgile • Agile Readiness Questionnaire by PM Gadget • Readiness & Fit Analysis from the Software Engineering Institute by Suzanne Miller • Seven Questions to Ask to Determine if Your Organization is Agile Ready from PMI Austin • Your Path through Agile Fluency by Diana Larsen and James Shore • The InfoQ Minibook Scrum Hard Facts: Roles. Artifacts. All meetings provides a Scrum checklist • The InfoQ minibook An Agile Adoption and Transformation Survival Guide includes a checklist for change agents • Implementing Lean Software Development (Poppendieck) Slide: 20 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 21. Requirements for Process • • • • • • • • Clear and understandable Easy accessible Help professionals in daily work Enable creativity and value focus Support rich forms of communication, Enable decisions at lowest possible level Provide feedback on performance Reward the right behavior Uncovering Better Ways to do Process Improvement Slide: 21 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 22. Agile Processes Central Processes: • Bare Minimum • High level/overview • Process Owners • Stable • Coordinate / Decide Team, Definition of Done: • Only what is needed • Can be detailed • Owned by the team • Improved continuously (retrospectives) • Used in daily work Agile assumes trained & empowered professionals Slide: 22 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 23. Resistance to Agile? • • • • Talk with them Listen what they have to say Take them seriously Ask why and how Resistance = Information! Dealing with Resistance Slide: 23 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 24. Agile Process Strategy • Product Owner = Discipline Owner • User Stories, e.g.: – Increase process awareness – Align processes – Remove unused processes • Incremental improvement: Demo &Retrospective Scrum Process Improvement Slide: 24 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 25. Agile Process Improvement Expected benefits: • Collaboration PI team and stakeholders • Deployment (over defining) processes • Adopt to changes • Incrementaly, ROI • Learn to work Agile Process Improvement: The Agile Way Slide: 25 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 26. Golden Rules for PI • Dare to share, early and frequently • Result depends on team, not individuals • The one who checks out a task is not necessarily the one who has to finish it • The one’s working on a task are the right people • You may critique anything, but never criticize anyone BenLinders.com/GoldenRules Slide: 26 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 27. Short-Cycled Improvements Splitting a team into 2 Let the Scrum Master Come from the Team Observe and Change Slide: 27 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 28. Retrospectives - Why Learning from doing Reflect, adapt and improve Focus upon • Team • Self steering • Collaboration • Value Why Agile Retrospectives Slide: 28 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 29. Prime Directive “Regardless of what we discover, we understand and truly believe that everyone did the best job they could, given what they knew at the time, their skills and abilities, the resources available, and the situation at hand.” Norm Kerth http://www.retrospectives.com/ Slide: 29 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 30. Slide: 30 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 31. Retrospective Exercises • • • • • • • • • • Asking questions One-word retrospective Root Cause Analysis Timeline Flow and Energy Asking Why? Strenghts (Solution Focused) Perfection game Action priorities Retrospective of Retrospectives Slide: 31 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 32. Solution Focused Approach How did you get this far? Celebrate it! How can you use that to get a smidgy bit further? What you currently imagine “perfect” to be . Delta Method, by Alistair Cockburn Slide: 32 11/13/2013 Webinar Sponsored by Computer Aid, Inc. 32
  • 33. Solution Focused • How did you get this far? • What do you imagine perfect to be? • Small step! – What is going well? – What did you do? How? Why? – Which Strengths? Applied? Strengths-based Retrospective Slide: 33 11/13/2013 Webinar Sponsored by Computer Aid, Inc. 33
  • 34. Examples The Sprint that failed The team that wasn’t a team yet • Trust and Empowerment • Teamwork • Getting to know each other • Skills & Open Culture Slide: 34 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 35. Benefits of Retrospectives • • • • Actions by the team, for the team Product owner involvement No handovers Lead your own improvement journey Retrospective Benefits Slide: 35 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 36. Getting Value out of Agile Retrospectives A Toolbox of Retrospective Exercises By Luis Gonçalves & Ben Linders Available on: • InfoQ • Leanpub Slide: 36 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 37. An Agile Way to Become Agile! • Agile self-assessments to know how agile & lean you are • Short cycled improvements to do continuous improvement • Agile retrospectives to get benefits out of agile and lean Slide: 37 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 39. CAI Sponsors Proudly Sponsors The IT Metrics & Productivity Institute • IT and Software Knowledge Center: WWW.ITMPI.ORG • Weekly PDU Accredited Webinars: WWW.ITMPI.ORG / WEBINARS • Access PDU Accredited Recordings Anytime at WWW.ITMPI.ORG / LIBRARY • Enjoy the Benefits of ITMPI Membership at WWW.ITMPI.ORG / SUBSCRIBE • Free Basic Memberships: Automatic Registration for Live Webinars • Premium Membership for $199/year: -Unlimited Free PDU and Recording Access for ONE YEAR -Access to Over 500 PDUs for a Period of ONE YEAR • Advanced PDU accredited courseware at WWW.ITMPI.ORG/ COURSEWARE • Follow Us on TWITTER at WWW.TWITTER.COM/ ITMPI • Join Our Network on LINKED IN at WWW.ITMPI.ORG/ LINKEDIN Slide: 39 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 40. Easily Maintain Your PMP with Unlimited Access To Over 500 PDU Accredited Webinars For One Low Yearly Price! itmpi.org/subscribe Slide: 40 11/13/2013 Webinar Sponsored by Computer Aid, Inc.
  • 41. Ben Linders Advies Ben Linders Senior Consultant Ben Linders Advies BenLinders@gmail.com Hosted by: Michael Milutis Director of Marketing Computer Aid, Inc. (CAI) Michael_Milutis@compaid.com Slide: 41 11/13/2013 Webinar Sponsored by Computer Aid, Inc.