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![Suncorp Business Services
Analysis
[4]
Dev
[4]
Test
[2]
Deploy
[1]
In progress | Done
Queue
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In progress | Done
In progress | Done
In progress | Done](https://image.slidesharecdn.com/agileservicemanagement-131114053215-phpapp01/75/Agile-IT-Service-Management-27-2048.jpg)
Uploaded byIan Jones
Agile IT Service Management
The document discusses the implementation and benefits of Agile methodologies, specifically Scrum and Kanban, within the IT service management team at Suncorp. It highlights improvements in teamwork, collaboration, and continuous improvement through iterative processes and well-defined workflows. A case study is presented, detailing the team's structure, challenges, and outcomes from adopting these Agile practices.
In this document
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Introduction to Agile methodologies focusing on Scrum and Kanban, with intent to enhance teamwork, collaboration, and continuous improvement.
Details on Suncorp's IT Service Management and Delivery teams, their staff structure and responsibilities, and challenges faced.
Definition of Agile, comparison with Waterfall, Agile values, and key terms like features, stories, and tasks related to ITSM.
Techniques for planning, including Planning Poker and daily stand-ups, focusing on transparency and progress tracking.
Kanban and ITSM tool insights through visualizations such as Story Board and Burndown charts for work management.
Sprint retrospectives process to assess team performance and identify areas for improvement.
Comparative analysis of Agile vs. Waterfall methodology in ITSM upgrades and overview of Kanban's principles and practices.
Outcomes from using Kanban in workflow prioritization and efficiency with metrics showing reduction of backlog.
Context Switching exercise to illustrate productivity loss and resources for further exploration of Agile methodologies.
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Agile IT Service Management
- 1. Agile Service Management IanJones IT Service Management Team Leader Suncorp Business Services
- 2. Outcomes • Brief overviewof Agile’s Scrum & Lean’s Kanban methodology • A case study of adopting Scrum and Kanban in IT Service Management (including Remedy platform) • Show how Scrum and Kanban enhances • team work, • collaboration and • continuous improvement • Reference material for further research Suncorp Business Services
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- 4. Introduction to thecase study Suncorp: Thousands of staff including BT staff across Brisbane, Sydney, Melbourne, Auckland. Suncorp IT Service Management team: 10 staff, Brisbane based. Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services. Challenges appeared from 5 perspectives Suncorp Business Services
- 5. Introduction to thecase study Suncorp Service Delivery team: 8 staff, Brisbane based. Provide a BMC Remedy platform and services for: Suncorp Business Services Business Technology Human Resources Personal Insurance
- 6.
- 7. Introduction to thecase study Customer Release Request UAT Action Build Requirements Design Suncorp Business Services
- 8. What is Agile? agroup of software development methodologies based on iterative and incremental development where requirements and solutions evolve through collaboration between self-organising, cross-functional teams. Suncorp Business Services
- 9. Agile vs Waterfall SuncorpBusiness Services
- 10. Agile vs Waterfall SuncorpBusiness Services
- 11. Agile values Individuals andinteractions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan Suncorp Business Services
- 12.
- 13. Features or Stories: Feature:perceived pieces of value Epic: large pieces of work Story: small units of work Task: smallest piece of work Types of ITSM Features/Stories: Planned (CSI, BAU) Unplanned (major incidents, problems) Sizing Hours of effort (1 hr, 4 hrs, 8 hrs) Scales: Fibonacci (1,2,3,5,8) or (1,2,4,8) Tee shirt sizes (S, M, L, XL and XXL) Suncorp Business Services
- 14. Let’s play Planning Poker! Suncorp BusinessServices Fixed period of time (e.g. 1 – 4 weeks), Start & end dates are fixed, Stories must be complete, Quality cannot suffer, Scope is flexible.
- 15. 2 2 4 Interpretations Assumptions Risks As an applicationsupport team, I need 10 new RFC templates, So that my team raises RFCs consistently for our services. Suncorp Business Services
- 16. What I didyesterday was … What I will do today is …. The blockers I am facing are …. Suncorp Business Services
- 17. To Do Story 03 InProgress Done Story 01 Story 02 Story 04 Story 02 Story 03 Suncorp Business Services Story 01
- 18. Tools ITSM system Suncorp Business Services Applications Defect& Request system
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- 21. Sprint retrospectives • Heldon the last day of the sprint • Team review of the sprint – What went well – What didn’t go well – What still puzzles me • Corrective actions/Ideas are fed back into Product Backlog Suncorp Business Services
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- 23. Agile vs Waterfall– ITSM tool upgrade Waterfall Agile - Suggested Agile - ITSM Actual V a l u e DEC JAN Suncorp Business Services FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
- 24. Scaled Agile Framework™Big Picture
- 25. Program Wall • • • • Department sizewall Scrum of scrums approach Features level, not stories Dept wide view of risks and blockers • Provides visibility to: • Senior executive • Staff • Visitors • Guides resource utilisation Suncorp Business Services
- 26. Kanban • Kan (-visual)Ban (-card) • Toyota’s Just-In-Time manufacturing adopted into Lean Software Development • Aims to maximise customer value while minimising waste Core Practices: 1. Visualise the workflow 2. Limit the work in progress 3. Manage the flow of work 4. Make policies explicit 5. Implement feedback loops Suncorp Business Services
- 27. Suncorp Business Services Analysis [4] Dev [4] Test [2] Deploy [1] Inprogress | Done Queue [11] In progress | Done In progress | Done In progress | Done
- 28. Outcomes from adoptingKanban • Priorisation by the team • Maintain a pipeline of work • Improved visibility of work • Limiting the work in progress • Pull vs Push Result: reducing backlog from 60 to 25 cards Suncorp Business Services
- 29. Context Switching exercise Exercise1: Time yourself to write down numbers 1 to 10 in rows (Arabic, Roman, Alphabet) Exercise 2: Time yourself to write down numbers 1 to 10 in columns(Arabic, Roman, Alphabet) Compare your times! Arabic Numbers Roman Numerals Alphabet 1 I A 2 II B 3 III C 4 IV D … … … 10 X J Suncorp Business Services
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- 31. Further research • YouTube:Intro to Scrum in under 10 minutes (old and new versions) • Web: • Scrum http://www.agileforall.com/intro-to-agile/ • SAFe http://scaledagileframework.com ian.jones@suncorp.com.au jonesyianau Prevailing Service Management Suncorp Business Services