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The Agile Process Owner an ITSM Academy Webinar

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Today’s IT organizations must be built on ITSM policies and processes that facilitate speed and change. So who ensures that ITSM processes are designed with ‘just enough’ control to meet an organization’s needs? A Process Owner is accountable for the performance of a process and for ensuring it delivers value to its stakeholders. But how can Process Owners keep up with stakeholders’ constantly changing requirements? This session describes Process Owner responsibilities in the context of Agile Service Management and introduces ways that Process Owners can adapt Agile and Scrum values and practices to ITSM processes and process design and improvement activities. The new Certified Agile Process Owner role is introduced along with tips for creating and maintaining a Process Backlog.

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The Agile Process Owner an ITSM Academy Webinar

  1. 1. © ITSM Academy 1 Donna Knapp @ITSM_Donna
  2. 2. © ITSM Academy 2 ITSM Academy • Full service provider of IT Service Management (ITSM) education and advice • Accredited and sustainable education and training – IT Infrastructure Library® (ITIL®) – Process Design (CPDE) – DevOps – Agile Service Management® – ISO/IEC 20000 Donna Knapp • Author • Curriculum Development Manager • Certified Process Design Engineer • ITIL® Expert • DevOps Foundation certified • Certified Scrum Master • Certified Agile Process Owner • Certified Agile Service Manager • Certified ISO/IEC 2000 Consultant/Manager • Certified in Knowledge-Centered Support (KCS) Principles ITIL® is a registered trade mark of AXELOS Limited
  3. 3. © ITSM Academy 3 “We live in a moment of history where change is so speeded up that we begin to see the present only when it is already disappearing.” R. D. Laing
  4. 4. © ITSM Academy 4 • Fast moving, flexible, robust • Capable of rapid response to unexpected challenges, events and opportunities • Built on policies and processes that facilitate speed and change • Aims to achieve a continuous competitive advantage Source: www.businessdictionary.com Agile and lean processes are the foundation of an agile enterprise.
  5. 5. © ITSM Academy 5 “If you can't describe what you are doing as a process, you don't know what you're doing.” W. Edwards Deming
  6. 6. © ITSM Academy 6 What are the dangers? Extreme Focus on Stability Extreme Focus on Speed and Change What does the enterprise want? C. All of the above Agile thinking and practices can bring agility, quality and stability in balance in support of business strategies and goals. Quality
  7. 7. © ITSM Academy 7 “Hold everybody accountable? Ridiculous!” W. Edwards Deming
  8. 8. © ITSM Academy 8 • Process sponsorship • Process resourcing • Process design and improvement • Process management • Process awareness A Process Owner is the individual accountable for the performance of a process and for ensuring the process delivers value to its stakeholders.
  9. 9. © ITSM Academy 9 “Without a process owner, the white spaces [between functional departments] will be ignored.” Geary A. Rummler/Alan P. Brache
  10. 10. © ITSM Academy 10 Has knowledge of • Organizational strategies and goals (and how they apply to the process, its goals, outcomes and metrics) • The process (subject matter expert) • Associated best practices and tools (ITSM, agile, lean, process design, project management) • Related processes • How the process is performing and any performance issues • Process design and improvement techniques Is authorized to • Commit or enlist resources for design and improvement activities • Act on recommendations and make process changes as required A Process Owner translates organizational strategies and goals into an executable set of activities (a process).
  11. 11. © ITSM Academy 11 Skills • Interpersonal • Decision making • Prioritization • Time management • Leadership • Communication • Collaboration • Negotiation • Conflict resolution Attributes • Process- and outcome-oriented • Systems thinker • Optimistic • Opportunistic • Pragmatic • Well-regarded • Influential • Constructive An effective Process Owner has a passion for improving the process and ensuring it delivers value.
  12. 12. © ITSM Academy 12 • Seamless performance of the end-to-end process • Outcomes are delivered in a cost-effective manner • Effective integration with related processes • Adapt to customer feedback and changing needs • Products or services are delivered or supported in a way that is meaningful to customers Understanding what customers value is the first step in designing effective processes.
  13. 13. © ITSM Academy 13 • An SMO – Coordinates all ITSM processes and functions throughout their lifecycles – Ensures alignment with the organization’s strategies and goals – Sets policies and establishes the framework for process governance – Ensures all Process Owners and process teams have aligned goals, priorities and support systems – Is part of a logical organizational structure The SMO may be a community of practice or a working group.
  14. 14. © ITSM Academy 14 Vision Roadmap Release Sprint Daily SMO Process Improvement Teams Process Owners
  15. 15. © ITSM Academy 15
  16. 16. © ITSM Academy 16 Potentially Releasable Process Increment 24 hours 2 - 4 weeks SPRINT No changes allowed! Sprint Backlog Process Backlog Minimum Critical Activities The process owner manages the requirements of process stakeholders, translates those requirements into process performance objectives, and oversee the entire process design and improvement lifecycle. An Agile Process Owner is the operational equivalent of a Scrum Product Owner.
  17. 17. © ITSM Academy 17 • Create and manage the Process Backlog • Ensure the Process Backlog is visible and transparent • Collaborate with stakeholders and the Team to ensure clarity of Process Backlog items • Order Process Backlog items to best deliver value and achieve goals The Process Owner is responsible for maximizing the value of the process and the work of the Team. The Process Owner ensures the Process Backlog evolves along with the process and the needs of its stakeholders. The Process Backlog is the requirements for a process, expressed as an ordered list of Process Backlog Items.
  18. 18. © ITSM Academy 18 Future Releases • Only estimates may be ‘T-shirt sized’ (S, M.L, XL). Current Release • Teams and customers collaborate on details and acceptance criteria • Stories are split and estimates are refined Current Sprint • ‘Ready’ user stories • Current or next 2 to 3 Sprints Priority HighLow ValueCost RiskCapabilities Resources Epic Very large item. Theme Collection of user stories. User Story Who, what, why. Acceptance criteria. Potentially Releasable Process Increment An effective Process Backlog provides just enough detail, just in time.
  19. 19. © ITSM Academy 19 Strive to link backlogs to create a single ordered list. Process Improvement Team
  20. 20. © ITSM Academy 20 “It’s not iteration if you only do it once.” Jeff Patton
  21. 21. © ITSM Academy 21 • Sprints make it possible to ‘chunk-up’ process design activities in an effort to – Enable transparency and a free flow of information – More quickly identify and remove impediments – Enable inspection and obtain faster stakeholder feedback – Quickly adapt designs based on feedback and changing requirements – Provide ‘just enough’ design to trigger development activities Sprints enable Team members to establish a cadence – or predictable rhythm – for process design activities.
  22. 22. © ITSM Academy 22 Activity Activity Activity Task Task Task Process Lifecycle Task Task Task Task User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story User Story Increment User Story User Story User Story Tools (Necessary configurations)
  23. 23. © ITSM Academy 23 “The aim of leadership should be to improve the performance of [wo]man and machine, to improve quality, to increase output, and simultaneously to bring pride of workmanship to people.” W. Edwards Deming
  24. 24. © ITSM Academy 24 • A process increment is the outcome of a sprint • A potentially releasable process increment – Is in a usable condition – Meets the Team’s definition of ‘Done’ – Could be released but may not be Potentially Releasable Process Increment Minimum Critical Activities
  25. 25. © ITSM Academy 25 Strategic Sprint 1 ActivitySprint 2 Activity Sprint 3 Process 1 Progress Activity Process 2 Progress Dependency Release Feedback Release Feedback Release Feedback Small, frequent releases grow processes organically and shorten feedback loops. Strategic Sprint 1 Sprint 2
  26. 26. © ITSM Academy 26 Considerations include whether • The organization is ready and receptive • The change will confuse practitioners • Required dependencies are also ‘Done’ • The increment will contribute to change fatigue • The increment delivers business value The Process Owner decides whether to release the process increment.
  27. 27. © ITSM Academy 27 “The emphasis should be on why we do a job.” W. Edwards Deming
  28. 28. © ITSM Academy 28 • Realizing the value of a process is dependent on the steps taken to 1. Ensure the process is aligned with business needs 2. Ensure the process is sustainable • Selecting Process Owners with the right level of authority and influence is critical to ensuring the value is fully realized
  29. 29. © ITSM Academy 29 “Experience by itself teaches nothing... Without theory, experience has no meaning. Without theory, one has no questions to ask. Hence, without theory, there is no learning.” W. Edwards Deming
  30. 30. © ITSM Academy 30 Class Next Class Date ITIL See Calendar DevOps Foundation Virtual: January 12-15 2016 (10am-2pm ET) Certified Agile Process Owner Virtual: January 19 - 22 2016 (9am - 1pm ET) Certified Process Design Engineer Virtual: January 25 - 29 2016 (9am - 2pm ET) Certified Agile Service Manager Virtual: February 1 - 4 2016 (10am - 2pm ET) www.itsmacademy.com info@itsmacademy.com How to do it using Agile (Scrum) practices What to do How to manage it How to do it Operational equivalent of Scrum Product Owner Design and improve processes/manage organizational change Operational equivalent of Scrum Master
  31. 31. © ITSM Academy 31

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