How Can we Implement Agile in IT Opeation and IT Support Teams? This slide will provide some ideas

1. Agile in IT Support and IT
Operation Team
Proposal

2. What Problem are we solving?
• Are we deploying 200x more frequently?
• Do we have much shorter lead time?
• Do we have 3x lower change failure rate?
• Do we have 24x faster recovery from failure?
• Do we have 50% less time spent on remediating security issues?
• Are we mostly automated our testing, config management, deployment, and change
approvals process?
• Very few team members are working on developing and deploying our software
services?
• Significantly minimized application downtime or failure rate?

3. Challenges and Opportunities
 Silos Organization
 Long Delivery cycle time
 Right Goal and Right Measurement among departments – Missing
 Flexible Process – Missing
 Right People on the Bus – Reskill, Upskill – Missing
 Fail Fast – Experimental – Fear Free culture – Missing
 Self Organized, Self Driven, Cross Functional teams – Missing
 Revamp & Modernize Infrastructure and Tools – Missing
 Automation >90% – Missing
 Architecture for Security, better Operation and all other “illities” – Missing
 Extreme Collaboration, Customer centricity, Rapid Feedback – Missing
 Visual Management – Information Radiation(Transparency) – Missing
 Leader as a Coach – Missing
 Product Mindset – Missing
 Platform utilization – Very less

4. Challenges
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5. Coaching Strategy
Collect data “As-is” about the systems
 Release frequency
 How many changes are deployed?
 Cycle time
 Rework time
 Approval process time, if any
 Build failure %, deployment failure %
 Number critical bugs discovered monthly/weekly
 Recovery time from failure
 Infra uses %
 Platform usages %
 Manual activities% time
 Self Service %

6.  Conduct the Team Agility Maturity and Enterprise Agility Maturity assessment.
 Identify the gaps in knowledge and skills (Start with High priority teams/High-Value teams).
 Creating a right ecosystem for success – Conduct Value Stream exercise -Create Roadmap for Transformation –
 Apply Systems thinking tools(e.g. Whole-Parts relations, Local Optimization, Cause--XXXX-effect)
 Establish Governance to measure progress
 Run a discovery workshop to explore the business problem – Current customer/stakeholder experience,
 Plan to improve the same (Process design), MVP creation, risk, issue and dependencies, etc
 Come out with a plan & proposal for Training, Mentoring, and Coaching Strategy for the Squads
 Train & Coach squads on CALMS (Culture, Automation, Lean-Flow, Measurement, Share)
 Reformulate some of the Team metrics. Define team success criteria.
 Reformulate some of the team’s roles and responsibilities And create Learning culture
 Coach to establish a cross-skilled self-driven collaborative team.
 Improved Change Management Effectiveness
What Can we do to help?

7.  Train and coach squad to look into the Automation Strategy for expansion
 Auto monitoring, auto rollback, auto mail trigger, auto-deployment (Reliability, Security, and stability) is the key
 Train and Coach squad to look for Architectural strategy (Legacy applications, Modernization of those applications etc)
 Train and Coach squad to look for Comprehensive Test Strategy
 Coach squad for applying Scrum and Kanban in a different situation at IT Operation and IT Service Context
 Look into the IT Service Strategy, Service Design, and other phases where Agility can bring into and up to what extent.
 Optimizing end-to-end work-flow
 Relook at the deployed ITIL Process
 Make Leaders as Lean-Agile Leaders so that they redesign the whole system in a more Agile way.
 Coaching for continuous delivery and on-demand release (Work on the cultural Transformation)
 Teach System Thinking & Design thinking techniques so that team can Design services and customer experiences, create new service concepts,
Identify customer opportunities, etc
What Can we do to help?

8.  Moved into Self Service mode
 Increased frequency, quality, security and stability of products
 Decreased deployment risk with increased learning cycles
 Accelerated solution time-to-market with higher quality
 Improved solution quality and reduced lead time for fixes
 Improved Innovation
 Reduced severity and frequency of failures and defects
 Improved Mean Time to Recover (MTTR) from production incidents
 Achieved resultant cost benefits
 Team & Customer Satisfaction Index
How Do We Measure Our Success?