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Leading IT Service Management from Scrum to Kanban

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Case study presentation of an IT Service Management team who used Agile Scrum and then switched to Lean Kanban as their way of working.
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Leading IT Service Management from Scrum to Kanban

  1. 1. #LEADit Ian Jones Leading ITSM from Scrum to Kanban
  2. 2. #LEADit Agenda • The 3 year journey with Agile Scrum • Introduction to Lean Kanban • The required changes • Lessons Learnt • Recommendations https://www.flickr.com/photos/wwward0
  3. 3. #LEADit
  4. 4. #LEADit Introduction to Case Study Suncorp: Staff across Australia, China, New Zealand, India and Philippines. Suncorp IT Service Management team:  Brisbane based.  Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services.  Challenges appeared from 5 perspectives
  5. 5. #LEADit
  6. 6. #LEADit Waterfall
  7. 7. #LEADit Agile
  8. 8. #LEADit Agile Manifesto & Values PrinciplesPractices
  9. 9. #LEADit 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
  10. 10. #LEADit
  11. 11. #LEADit 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)
  12. 12. #LEADit Suncorp Business Services What I did yesterday was … What I will do today is …. The blockers I am facing are ….
  13. 13. #LEADit
  14. 14. #LEADit Burndown 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
  15. 15. #LEADit
  16. 16. #LEADit Operational Practices • Know Your Business • Value Stream Management • Level and Balance • Resource Allocation & Workload Planning • Strategy Deployment • Standard Work • Visual Management • 7 Step Problem Solving • Process Quality • Synchronised Operations • Stand-ups
  17. 17. #LEADit Expected Benefits • increase the visibility of the work flows • reveal bottlenecks dynamically to prevent wasteful "overproduction" • increase productivity by introducing WIP limits • respond quickly to high priority deliverables • Prevent context switching
  18. 18. #LEADit Arabic Roman Alphabet 1 I A 2 II B 3 III C … … … 10 X J
  19. 19. #LEADit Organisational Change • Team involvement • Clarified the changes needed and what support is required for team members • Consulted leadership • Clarified roles and responsibilities • Implemented a Kanban wall • Used retrospectives to tune the process https://www.flickr.com/photos/robpurdie
  20. 20. #LEADit Queue Throughput #NoEstimates
  21. 21. #LEADit Consequences • No change in customer satisfaction • Perceptions by leadership and the team that we’d become reactive and not proactive • Connection between corporate strategy to day to day work weakened • No significant bottlenecks identified https://www.flickr.com/photos/usnavy
  22. 22. #LEADit Lessons Learnt Standard • routine • predictable, repeatable • candidates for automation Case • unique • non-repeated, unpredictable • cannot be automated
  23. 23. #LEADit Lessons Learnt Knowledge work is differentiated by • multiple potential solutions • the best solution or implementation may emerge from experience • exploring possible solutions may clarify the problem • requiring a blend of specialises skills https://www.flickr.com/photos/ter-burg
  24. 24. #LEADit Recommendations Step back and review the work you do. • What are the needs from your customers? • What is your short term and long term team strategy? • Is your work standard or case management? • Do you need one or more ways of working? • Does your organisation follow Agile or Lean or neither? • Are you a dedicated ITSM team or do you share roles?
  25. 25. #LEADit Additional Resources • Essential Scrum by Kenneth S. Rubin • Succeeding with Agile by Mike Cohn • The Toyota Way by Jeffrey K.Liker • Lean IT by Steven C Bell and Michael A Orzen • Lean Software Development: An Agile Toolkit by Mary Poppendieck & Tom Poppendieck • Standard and Case by Rob England • (http://www.basicsm.com/standard-case) @jonesyianau ian@ianjones.co www.ianjones.co

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