Emergent Patterns for Kanban         Systems in IT Operations                          Dominica DeGrandis                 ...
Emergent Patterns for Kanban        Systems in IT Operations                        Dominica DeGrandis                    ...
 Things	  that	  Plague	  IT	  Ops	  teams   1.  How do we not get killed by       dependencies?   2.  How do we deal with...
Things	  that	  Plague	  IT	  Ops	  teams	   Next	  (3)	     Study	  (1)	      Validate	  Specialization     Dependencies ...
Ge3ng	  Visibility	  on	  Dependencies	  
Issue	  a4ached	  to	  change	  request	  –	  	  
Electronic Board Dependency tags
Dependencies carry     some level            of risk.	       How much    Risk?
Levels of risk?Outside of control:              Team              Department              Company3rd party vendor in a dif...
Understanding the risk  cost?  history?  criteria?
Example 1A dependency on the data team down thehall. They have changes that impact our CIscripts. If we don’t get them by ...
Courtesy David LutzDuplicate ticket from otherteams board placed on Opsboard.
Data	  Team	  Kanban	  Board	  Input	       Design	   Data	   Test	   Deliver	          work item tagged as        impacti...
If	  an	  issue	  comes	  up,	  the	  card	  gets	  moved	  to	  “blocked”	  area	  for	  extra	  visibility.	  
Electronic Board Dependency tags
Example 2A dependency on the marketingdepartment located in a different city. Theywant new images deployed to the website,...
Waiting area for items with external dependencies  5             4                      4             2Input    Investigat...
WaiHng	  area	  for	  external	  dependencies	    5         4           3           4           2      2 = 20 total       ...
Courtesy Ian CarrollBlocked” areafortransparency.
External	  Blocker	  Box	                        medium-term blocked                       Cards at the top are           ...
Design for Visibility on SLA status         Time remaining to meet SLA Input                                  Done        ...
Fixed	  date	  	  
Example 3The CFO promises the owner of thecompany that we can deliver a regulatoryrequirement by the end of the year andav...
Short term tactical plan:Policy set for company C wheredependencies are pulled into theready queue after confirmation ofco...
Long term strategic fix:Contracts modified with vendorsto contain sufficient remedies toensure SLAs are met.
ConsensusDependencies	  need	  visibility	  on	              risk.	  	              Show the risk
Ways to Illustrate Risks for      Dependencies1.  Show cost associated with delay.2.  Show projected delay (history/simula...
 Things	  that	  Plague	  IT	  Ops	  teams   1.  How do we not get killed by       dependencies?   2.  How do we deal with...
Things	  that	  Plague	  IT	  Ops	  teams	  Next	  (3)	     Study	  (1)	      Validate	   Interrupts        Specialization...
Courtesy Ian Carroll
Pattern:IndividuallyNamedSwim lanes
PaJern	  or	  anH-­‐paJern?“… they are willing to take responsibility for             the worktheir own work, but notof th...
PaJern	  or	  anH-­‐paJern?“Upper managementwants visibility on individuals work.”
Kanban Design for Visibility on Specializations                       Operations Board                     Investigate Com...
Highly	  specialized	  workforces	  are	  not	  very	  flexible,	  but 	  it	  might	  be	  the	  workforce	  that	  enable...
Skill	  Level	  Rankings	  Example	  MasterJourneymanPractitionerNoviceNewb
Skill	  Level	  Rankings	  Example	                            10 yrs exp or 10,000 hours of                          prac...
Tools & skill level of teamPuppetApacheRubyMySQLOracleLinux
 Things	  that	  Plague	  IT	  Ops	  teams   1.  How do we not get killed by       dependencies?   2.  How do we deal with...
Things	  that	  Plague	  IT	  Ops	  teams	  Next	  (3)	     Study	  (1)	      Validate	                       Interrupts  ...
Making Interrupts visible                 Operations                 Investigate Implement Buyoff   Done   Planned      25...
Pattern - The        Goalie                Handles small interrupts                    Rotates weekly                Expan...
Help Desk BoardFire Lane Input      Implement   Test   Delivered Priority1.2.3.4.5.
What is the threshold    for creating a ticket?Transaction cost vs. value
 PaJerns	  for	  Task	  Size	  PoliciesExample:	  	  	  	  	  	  If	  <	  n	  min,	  just	  do	  it	  	  ExcepHons….	     ...
Showing impact of Interrupts   Interrupts                Investigate Doing   Buy off   Done   Small      6   Medium       ...
Caution!Consider the contextIt’s likely different.Using another design for your situationcan be dangerous.	  
Things	  that	  Plague	  IT	  Ops	  teams	  Next	  (3)	     Study	  (1)	      Validate	   What’s the                      ...
Things	  that	  Plague	  IT	  Ops	  teams	  Next	  (3)	     Study	  (1)	      Validate	                                   ...
What’s the Point?1. Show the risk Improving recognition of risks in IT is powerful!
What’s the Point?1. Show the risk Improving recognition of risks in IT is powerful!2. Show the types of work  Understandin...
What’s the Point?1. Show the risk!  Improving recognition of risks in IT is powerful.2. Show the types of work  Studying/u...
Things	  that	  Plague	  IT	  Ops	  teams	  Next	  (3)	     Study	  (1)	      Validate	                                   ...
Emergent Patterns for Kanban Systemsin IT Operations                           Delivered	     Dominica DeGrandis      Depe...
Lssc12.emergent.patterns.in.it
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Lssc12.emergent.patterns.in.it

  1. 1. Emergent Patterns for Kanban Systems in IT Operations Dominica DeGrandis @dominicad dominica@djaa.comLean Systems & SoftwareBoston, MA May 2012
  2. 2. Emergent Patterns for Kanban Systems in IT Operations Dominica DeGrandis @dominicad dominica@djaa.comwww.djaa.comkanbanops yahoo groupKanban Roundup
  3. 3.  Things  that  Plague  IT  Ops  teams 1.  How do we not get killed by dependencies? 2.  How do we deal with Brent? 3.  How can we get important work done with so many interruptions?  
  4. 4. Things  that  Plague  IT  Ops  teams   Next  (3)   Study  (1)   Validate  Specialization Dependencies Interrupts
  5. 5. Ge3ng  Visibility  on  Dependencies  
  6. 6. Issue  a4ached  to  change  request  –    
  7. 7. Electronic Board Dependency tags
  8. 8. Dependencies carry some level of risk.   How much Risk?
  9. 9. Levels of risk?Outside of control: Team Department Company3rd party vendor in a different time zone
  10. 10. Understanding the risk cost? history? criteria?
  11. 11. Example 1A dependency on the data team down thehall. They have changes that impact our CIscripts. If we don’t get them by next week,we’ll need a manual step in the buildprocess to upgrade the DB.                        Strategy?
  12. 12. Courtesy David LutzDuplicate ticket from otherteams board placed on Opsboard.
  13. 13. Data  Team  Kanban  Board  Input   Design   Data   Test   Deliver   work item tagged as impacting Ops team.
  14. 14. If  an  issue  comes  up,  the  card  gets  moved  to  “blocked”  area  for  extra  visibility.  
  15. 15. Electronic Board Dependency tags
  16. 16. Example 2A dependency on the marketingdepartment located in a different city. Theywant new images deployed to the website,but image rights have not been cleared yet.Marketing campaign is tied to next monthspress release. Strategy?
  17. 17. Waiting area for items with external dependencies 5 4 4 2Input Investigate Action Test CompleteQueue Doing Done Doing Done Dependency risk placed in separate Waiting for (3) “Waiting For” area for management to deal with.
  18. 18. WaiHng  area  for  external  dependencies   5 4 3 4 2 2 = 20 total AnalysisInput Ready Implementation Build Release ...Queue In Prog Done In Prog Done Ready Test Ready Waiting on External Group Dots denote clock ticking on SLA Late against SLA
  19. 19. Courtesy Ian CarrollBlocked” areafortransparency.
  20. 20. External  Blocker  Box   medium-term blocked Cards at the top are higher priority that cards at the bottom. long-term Blocked Courtesy Ian Carroll
  21. 21. Design for Visibility on SLA status Time remaining to meet SLA Input Done I I I I I I I I I I I I I Priority
  22. 22. Fixed  date    
  23. 23. Example 3The CFO promises the owner of thecompany that we can deliver a regulatoryrequirement by the end of the year andavoid legal penalties.The request is dependent on input fromCompany C who has a terrible trackrecord. Strategy?
  24. 24. Short term tactical plan:Policy set for company C wheredependencies are pulled into theready queue after confirmation ofcompletion on their part.
  25. 25. Long term strategic fix:Contracts modified with vendorsto contain sufficient remedies toensure SLAs are met.
  26. 26. ConsensusDependencies  need  visibility  on   risk.     Show the risk
  27. 27. Ways to Illustrate Risks for Dependencies1.  Show cost associated with delay.2.  Show projected delay (history/simulation).3.  Display explicit policies for dependencies.4.  Put risk info on work item
  28. 28.  Things  that  Plague  IT  Ops  teams 1.  How do we not get killed by dependencies? 2.  How do we deal with Brent? 3.  How can we get important work done with so many interruptions?  
  29. 29. Things  that  Plague  IT  Ops  teams  Next  (3)   Study  (1)   Validate   Interrupts Specialization Dependencies
  30. 30. Courtesy Ian Carroll
  31. 31. Pattern:IndividuallyNamedSwim lanes
  32. 32. PaJern  or  anH-­‐paJern?“… they are willing to take responsibility for the worktheir own work, but notof the whole team.”
  33. 33. PaJern  or  anH-­‐paJern?“Upper managementwants visibility on individuals work.”
  34. 34. Kanban Design for Visibility on Specializations Operations Board Investigate Committed Test Delivered SysAdmin Jason Config/Automate Kris Network/Monitor Pat DBA Mark Security Joe Visibility on types of demand
  35. 35. Highly  specialized  workforces  are  not  very  flexible,  but  it  might  be  the  workforce  that  enables  you  to  win.      
  36. 36. Skill  Level  Rankings  Example  MasterJourneymanPractitionerNoviceNewb
  37. 37. Skill  Level  Rankings  Example   10 yrs exp or 10,000 hours of practice, mentors others.Master Knows when to break the rules.Journeyman 6-9 yrs exp, can handle > 80% of requests, trains others.Practitioner 3-5 yrs exp, can handle > 50% of requests.Novice 1-2 yrs exp, in trainingNewb Newbie
  38. 38. Tools & skill level of teamPuppetApacheRubyMySQLOracleLinux
  39. 39.  Things  that  Plague  IT  Ops  teams 1.  How do we not get killed by dependencies? 2.  How do we deal with Brent? 3.  How can we get important work done with so many interruptions?  
  40. 40. Things  that  Plague  IT  Ops  teams  Next  (3)   Study  (1)   Validate   Interrupts Dependencies Specialization
  41. 41. Making Interrupts visible Operations Investigate Implement Buyoff Done Planned 25% Unplanned 75%
  42. 42. Pattern - The Goalie Handles small interrupts Rotates weekly Expands knowledge base Gains flexibility in team  
  43. 43. Help Desk BoardFire Lane Input Implement Test Delivered Priority1.2.3.4.5.
  44. 44. What is the threshold for creating a ticket?Transaction cost vs. value
  45. 45.  PaJerns  for  Task  Size  PoliciesExample:            If  <  n  min,  just  do  it    ExcepHons….    1.  Dependency    2.  Only  Brent  knows  how  to  do  it    3.  Visibility  of  small  tasks  in  reporHng      
  46. 46. Showing impact of Interrupts Interrupts Investigate Doing Buy off Done Small 6 Medium 3 Large 2S = 1 day, M = 2-3 days, L= 1+week (LT)
  47. 47. Caution!Consider the contextIt’s likely different.Using another design for your situationcan be dangerous.  
  48. 48. Things  that  Plague  IT  Ops  teams  Next  (3)   Study  (1)   Validate   What’s the Dependencies point? Specialization Interrupts
  49. 49. Things  that  Plague  IT  Ops  teams  Next  (3)   Study  (1)   Validate   Dependencies Questions? What’s the point? Specialization Interrupts
  50. 50. What’s the Point?1. Show the risk Improving recognition of risks in IT is powerful!
  51. 51. What’s the Point?1. Show the risk Improving recognition of risks in IT is powerful!2. Show the types of work Understanding demand helps to meet it.
  52. 52. What’s the Point?1. Show the risk! Improving recognition of risks in IT is powerful.2. Show the types of work Studying/understanding demand helps to meet it.3. Track interrupts for visibility Making invisible work visible reduces unknowns.
  53. 53. Things  that  Plague  IT  Ops  teams  Next  (3)   Study  (1)   Validate   Dependencies Questions? Specialization Interrupts What’s the point?
  54. 54. Emergent Patterns for Kanban Systemsin IT Operations Delivered   Dominica DeGrandis Dependencies @dominicad Specialization dominica@djaa.com Interrupts What’s the point? Questions?

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