Terms like agile and scrum are getting more and more common in the world of service management. The theory of agile names four principles that are important. But agile requires a certain mindset. This workshop will show this mindset via a creative exercise. Whether you want to work agile or not, the lessons learned are useful for all kinds of projects in every organization. - Ron van Haasteren

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Agile Awareness
Ron van Haasteren
Product Owner, International Marketing TOPdesk

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What is all that buzz about

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Throw in some words
Scrum
Stand-ups
Retro
RefinementPlanning poker
Dot voting
Post-its
Backlog
Definition of done
Kanban
MVP
Sprint
Story mapping
Velocity

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The Agile manifesto

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Agile Manifesto
Individuals and interactions
Responding to change
Customer collaboration
Working software
over
over
over
over
Processes and tools
Following a plan
Contract negotiation
Comprehensive documentation

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Not a method…

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Agile in Service management

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Agile service management
Simply put, it is applying the agile mindset to service
management. Nothing more, nothing less.

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We want tablets

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What about International
Marketing

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An own example
Agile in Q1 2016
Real Agile Q4 2016

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The exercise

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Build me a tower

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Material
20 unboiled spaghetti stick
1 meter of tape
1 meter of string
and
1 marshmallow

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The rules
18 minutes
Teams of +/- 4 people
Tower needs to be replaceable
Marshmallow needs to be on top
1 extra element of surprise

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Reflect

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Keep checking the expectation
of the client

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Leave the material you don’t
need

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Don’t wait with the hardest
thing till the end

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Business graduates vs.
Kindergarten graduates
• Trained to find the single right plan
• Building prototypes

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Agile in service management

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Make sure everything you do
adds value for the customer

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Always work closely with your
customers

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The right people in the right
place

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Design, implement and improve
your services step by step

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Thank you