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Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

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Aligning ITIL with agile approach .
Three simple recipes for Scrum and Service Operation Teams to be more productive and avoid conflicts.

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Aligning ITIL with agile approach - Three recipes for Scrum and Service Operation Teams

  1. 1. Aligning ITIL with agile approach Three recipes for Scrum and Service Operation Teams •Author: Konstantin Polakov (07.04.2015)
  2. 2. Different Teams, Different Goals Dev Goal: Getting It Done The challenge with software development is figuring out a way to get development for a given release completed and closed out, so that the Development team can move on to building the next release. Production Goal: Keeping it Running The challenge to get software out into production, and getting customers up and running on it. It requires that the customer's organization can: - manage known issues and defects - understand the new capabilities - train the staff and change the way they work with delivered software
  3. 3. Challenges for both teams • Know-How or „Keep in Sync“ • Knowhow Transfer to SO team – new functionality, bugs, workarounds • Knowhow Transfer to Dev team: production impact, user feedback, requirements • Building the DevOps Culture • For established organizations, Scrum is very hard to deploy. Moving from yearly or semi-annual releases to weekly iterations is very hard and very easy to fail at. • Everyone has a tool • JIRA for Development, ServiceNow for Incidents, HP ALM for Project Management, etc… • Who’s the boss? • Responsibilities, communications, expectations and escalation path should be clarified before projects start
  4. 4. Before we start: What is ITIL? ITIL is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business Service Operation Team
  5. 5. Before we start: Incident/Problem Mgmt Activities • Incident management is process for logging, recording and resolving incidents • Problem management’s main goal is the detection of the underlying causes of an incident and the best resolution and prevention. Main Roles • Service Operation Team • Application Owner • Business Team/Sponsor Missing in Action • Project Scope
  6. 6. Before we start: What is Scrum? Scrum is an iterative and incremental agile software development methodology for managing product development. Main Roles: • Product Owner • Scrum Master • Dev Team Missing in Action • Feedback Loop • Operation Team • PROD Transition
  7. 7. Where Dev meets Operation? Service Operation Team Each time at the end of each Sprint when a releasable increment of done functionality go LIVE
  8. 8. Recipe#1: SO Team participates in Sprint Planning Participate in Sprint Plan
  9. 9. Recipe#1: SO Team participates in Sprint Planning • Create feedback loop for DevTeam • Problem tickets should be adressed to project team (linked issues, tools integration) • Scrum Product Owner has to validate impact for each production problem ticket • Customer feedback loop should be organized by service operation team • Build KnowHow in Production Team • Service operation team should know about the scope of each sprint • Join Problem Management Board and Sprint Planning
  10. 10. Recipe#2: SO Team prepare/validates Test-Cases Test Preparation/Validation
  11. 11. Recipe#2: SO Team prepare/validates Test-Cases • Provide real-life scenarios for DevTeam • SO Team can deliver use cases from Live environment. • This can reduce the need to acquire and consume production data and allow testing to be both more effective and efficient. • Test results provide the visibility • Service Operation Team gets overview of current development state For more details about Test-Driven Development (TDD) : Beck, K. Test-Driven Development: By Example. https://groups.yahoo.com/group/testdrivendevelopment/files/
  12. 12. Recipe#3: SO in Sprint Review & Retrospective Participation in Sprint Review & Sprint Retrospective
  13. 13. Recipe#3: SO in Sprint Review & Retrospective • Report all your issues • If necessary project team provide documentation for new functionality • Each single bug/workaroud should be documented and communicated to SO team
  14. 14. Open organisational issues • Building the DevOps Culture • For established organizations, Scrum is very hard to deploy. Moving from yearly or semi-annual releases to weekly iterations is very hard and very easy to fail at. • Building communication environment • JIRA for Development, serviceNow for Incidents, HP ALM for project management, etc. • Defining roles and responsibilities • Responsibilities, communications, expectations and escalation path should be clarified before projects start
  15. 15. SO Team for multiple agile projects • With established Scrum-ITIL alignment the scheme is highly scalable
  16. 16. Usefull links • Scaling Lean And Agile - Thinking And Organizational Tools http://www.craiglarman.com/wiki/index.php?title=Book_-_Scaling_Lean_and_Agile_-_Thinking_and_Organizational_Tools • ITIL – Introducing service operation https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/ITIL_Introducing%20Service%20Operation%20pdf.ashx • Scaled Agile Framework http://www.scaledagileframework.com/

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