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0© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Using Lean, Agile and ITSM
to Deliver Spectacular Results
John E Parker, CEO Enfocus Solutions
Lean
Change
Method
Key Principles
• Outcome Focused Services
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Flow with Small Batches
• Continuous Inspect and Adapt
Enfocus
Solutions
1© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
John E. Parker
• Chief Executive Officer of Enfocus Solutions Inc.
• Previous Positions
o Chief Visionary Officer of Enfocus Solutions Inc
o EVP and CTO, MAXIMUS Inc.
o Outsourced CIO for HSHS (Large Healthcare System)
o EVP and Cofounder, Spectrum Consulting Group
o KPMG Partner
• Expertise
o Agile Development: Scrum and Kanban
o Lean Software Development
o IT Strategic Planning and Management
o Business Change Management
o IT Strategic Planning
o Business Analysis
o ROI and Financial Analysis
Contact:
• http://enfocussolutions.com
• info@enfocussolutions.com
2© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
10,000 Foot View
Agile Lean ITSM
Business
Change
PPM
Release
Management
Shorter
Time
Higher
Quality
Lower
Cost
User
Adoption
Business
Value
Increased
Satisfaction
3© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Agile: Where are the BAs and PMs?
One View of the Future
• Scrum and Kanban will continue to be the predominant agile
methods. Scrum has three roles: Product Owner, Team, and Scrum
Master.
• In Scrum, Requirements are defined using User Stories by the
Product Owners and Teams. Requirements analysts are no longer
needed as the teams and product owners now define the
requirements.
• Testers will become part of Scrum Teams developing Automated
Tests in conjunction with program code.
• ITIL® Service Strategy and Design will finally become a reality as
organizations define End-to-End Business Services.
• Project Management Offices transform into Enterprise Portfolio
Management Offices moving from bureaucracies to keys for
delivering value by shifting their focus from managing tasks/costs to
managing services and outcomes.
• IT will continue to struggle to keep up with the fast changing
business demand and moves from project-driven delivery to
continuous delivery of service enhancements using efficient demand
management methods.
• Project Managers manage Release Trains which consists of a team
4© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Agile: Where are the BAs and PMs?
One View of the Future
• More emphasis will be placed on discovery, validation, and learning
using methods such as Lean Startup.
• Business Analysts will discover and validate business, customer,
user and service needs for Features and negotiate business
changes with stakeholders.
• New methods for organizational change, such as the Lean
Change Method are used to help the organization adjust to the
amount of change.
• Architects work with business SMEs to define business
capabilities and maintain the Business Architecture that is used
for portfolio decisions and managing change.
• DevOps teams work to automate release and deployments.
• Business customers and users have full transparency and
collaborate with other teams in co-creation, management and
validated learning to delivering better outcomes.
5© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
It takes more than just implementing
agile development practices to make
an agile enterprise.
Software Value Stream
Business
Development
Infrastructure &
Operations
Customers Users
Product
Managers
Business
Leaders
Finance
Compliance
HR
Team
Team
Team
Team
External
Customers
Internal
Customers
Service
Desk
Security Operations
Infrastructure
DBA
Releases
Needs
Marketing
SoftwareRequests
Support
Services
Support
6© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
How Waste and Blockages Occurs
Business
Development
Infrastructure &
Operations
Customers Users
Product
Managers
Business
Leaders
Finance
Compliance
HR
Team
Team
Team
Team
External
Customers
Internal
Customers
Service
Desk
Security Operations
Infrastructure
DBA
Releases
Needs
Marketing
SoftwareRequests
Support
Services
Support
Not
Using
MMFs
Not
Involved
Not
Prioritizing
Features
Not Doing
Incremental
Development
Testing
Involved after
Development
Not
Involved
Upfront
Rigid
Release &
Deployment
Don’t
Understand
Big Picture
Needs Not
Validated
Slow
Adoption
Slow
Approvals
7© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Scaled Agile Framework™ Big Picture
8© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Scaled Agile Framework®
• The Scaled Agile Framework has been
proven at many large organizations and works
really well for managing solution development
for lean, agile organizations.
• However, it is not enough for moving to
Enterprise Agility as it lacks the following:
o Service Portfolio Management and Service
Design
o Feature Discovery
o Organizational Change Management (People)
o Business Change Management (Processes,
Data)
o Release and Deployment (DevOps) is limited
Agile
Development
Scaled Agile
Enterprise
Agility
What is your Goal?
9© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Portfolio
Program
Team
Enfocus Solutions
Lean Agile Service Framework
Business Discovery & Change Solution Delivery
Business Architecture
Portfolio Backlog
Team Backlog
Feature
Business Project
Stor
y
SDP
People
Change
Objectives
Change
Canvas
Release Train
Architecture Project
Transformation Project
Roadmap
Sprint
Demand
Management
Benefits
Realization
Vision
Business Case
Project
Impacts
SDP
Feature
Feature
Release Plan
Feature
Feature
Feature
Stor
y
Stor
y
Stor
y
Stor
y
Stor
y
Stor
y
Stor
y
Stor
y
Service
Change
Data
Change
Rule
Change
Process
Change
Discovery
Feature Backlog
Service Portfolio
ServiceService
Negotiated Change
Validated Learning Valuable Software
Business
Outcomes
Innovation & Need
LeanBusiness Value
Business Customer User Service
Business
Model
Delivery
Bundle BundleBundle Bundle
Sprint
Sprint
Sprint
Sprint Sprint
Kanban Kanban
Needs Scenarios
Satisfaction
Conditions
Tests
Requirements
Bundle
HIP HIP HIPHIPHIP
Technical TeamsBusiness Teams
10© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Lean
Change
Method
Key Principles
• Outcome Focused Services
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Flow with Small Batches
• Continuous Inspect and Adapt
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Enfocus
Solutions
11© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Agile Really About?
Valuable
Software
Self-
Organizing
Teams
Motivated
Individuals
• Faster Time to Market
• Higher Customer Satisfaction
• Better Quality
• Increased Business Value
• Manage Changing Priorities
• Shorter Feedback Cycles
• Velocity
• Rapid Learning
• Cadence and Flow
• Empowered individuals
• Collaboration
• Democratic decision-making
• Transparency
12© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Scrum, Kanban, or Both
Scrum
For application
Development
Kanban
For Infrastructure,
Portfolio Management,
and Business Change
Kanban is a continuous flow
process: items enter the queue and
then get “pulled” through a series
of steps in the development
process. Kanban is often visualized
on a Kanban board and each step is
represented by a column.
Scrum is a simple yet incredibly
powerful set of principles and
practices that help teams deliver
products in short cycles, enabling
fast feedback, continual
improvement, and rapid adaptation
to change. As the leading Agile
development framework, Scrum
has predominantly been used for
software development, but it is
also proving to be effective in
efforts far beyond.
13© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
14© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Consider Kanban if…
• Priorities shift on a daily basis.
• You have a need for more flexibility.
• If you implement Agile portfolio and program
management practices.
• You need to manage business change activities.
• You are using Scrum, but having a difficult time
applying to your work context (e.g. Maintenance and
Operations).
• Struggling with implementing Agile in your
organization.
• Need a gradual transition from waterfall type
execution to Agile in order to avoid high levels of
organizational resistance.
• Using Scrum or other agile methods, but
performance improvements have not materialized or
started to level off.
15© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Kanban is For Areas Other than Software
Kanban for Portfolio Management Kanban for Marketing
Kanban for Production Support Kanban for Sales
16© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Lean
Change
Method
Key Principles
• Outcome Focused
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Lean Flow with Small Batches
• Continuous Inspect and Adapt
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Enfocus
Solutions
17© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is PPM Really About?
Business
Outcomes
Flow
Investment
Decisions
• Higher ROI
• Faster Time to Value
• Innovation
• Benefits Realization
• Roadmaps (Features)
• Release Trains (Bundles)
• Efficient Value Streams
• Eliminating Waste
• Collaboration
• Business Case (Projects)
• Vision
• Business Objectives
• Prioritization
• Transparency
18© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
State of PMOs: It is Time for a Change
• Most companies with high utilization of PMOs see materially higher IT
costs while also failing to deliver projects with higher ROI or better on-
time and on-budget performance. (Hackett Group Report, November
2013)
• Since 2008, the correlated PMO implementation failure rate is over
50% (Gartner Project Manager 2014)
• 50% of project management offices close within 3 years (Association
for Project Management,2012)
• Only a third of all projects were successfully completed on time and
on budget over the past year (Standish Group’s CHAOS report)
• 68% of stakeholders perceive their PMOs to be bureaucratic (2013
Gartner PPM Summit)
• Only 40% of projects met schedule, budget and quality goals (IBM
Change Management Survey of 1,500 execs, 2010)
19© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
The Old Way The New Way
Managing tasks and adhering to a rigid plan. Managing a value stream focusing on customer
engagement and satisfaction.
Tight change management and control over
amendments to the plan.
Anticipating change and accommodating changes as
business needs change
Breaking down the project into phases, tasks,
and steps
Breaking down the project into independent
components called Features that can be built and
delivered quickly.
Project success was determined based on
whether the project was delivered on time and
on budget.
Project success is determined based on achieving
desired business and customer outcomes.
Focus was on managing tasks and resources. Focus is on managing collaboration between team
resources and stakeholders to achieve agreed upon
objectives.
Focus is on tracking costs, time, and tasks. Focus is on maximizing the delivery of business value
more quickly.
Transform the PMO from Bureaucracy to
Key Enabler of Agile and Business Value
20© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Vision and
Objectives
Roadmap
Release Plan
Sprint
Plan
Daily
Plan
Portfolio
Program
Team
Defines Who, What, When, and Why, Constraints,
Assumptions, Objectives, and Outcomes
Provides a view of planned features by service
organized by releases over a timeline horizon (6-12
months)
Facilitated by RTE, Teams participate in developing a
plan of what will be delivered in the next release.
Stories, tasks, definition of done, level of effort, and
commitment for work to be done in a Sprint.
Presented at daily standup meetings in the form of 1)
what I did yesterday,2) what will be done today, and 3)
what are my impediments.
The Five Levels of Agile Planning
21© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service
Feature
Portfolio
Program
Team
Feature
Feature
Service
Agile Service PPM
Feature
Feature Feature
Feature Feature
Feature
Story
Story
Story
Story
Story
Story
Story
Story
Story
Story
Task
Task
Task
Task
Task
Task
Task
Task
Task
Task
Services
Packages all the technologies,
processes, and resources across IT
needed to deliver business
outcomes.
Features
Features describe the functionality,
warranty, and customer experience
to deliver an outstanding service.
Stories
Stories (user, technical, infrastructure)
are the Agile replacement for
traditional requirement specifications.
Tasks
Stories are broken into tasks and
assigned to individual team members.
22© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Enterprise PMO
Enterprise Portfolio Management Office
Portfolio Management
(Build IT Services)
Service Management
(Run IT Services)
• Portfolio Management
• Program Management
• Project Management
• Roadmapping
• Release Planning
• Service Desk
• Service Level Management
• Availability Management
• Security Management
• Service Continuity
Management
• Incident Management
• Problem Management
• Configuration Management
• Change Management
Business Change
Management
(Manage Change)
• Business Outcomes/KPIs
• Business Process Management
• Organizational Change
• Business Rules
• Business Information Management
23© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Lean
Change
Method
Key Principles
• Outcome Focused
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Lean Flow with Small Batches
• Continuous Inspect and Adapt
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Enfocus
Solutions
24© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is ITSM Really About?
Customer
Outcomes
Service
Design
Service
Portfolio
• Lower Costs
• Better Customer Experience
• Successful Customer Outcomes
• Innovation & Competitive
Advantage
• Utility
• Warranty
• Customer Experience
• Outcomes
• Business Discovery
• Customer Discovery
• Service Discovery
• User Discovery
25© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
2001 2006 2011 2016
Infrastructure
Only
Infrastructure &
Applications
Business Shared
Services
IT Process Optimization (ITIL)
Standard operational processes (e.g.,
problem or incident management) to
ensure predictable delivery
Infrastructure Services
Hosting, network, and storage become
orderable services in a service catalog
End-to-End IT Services
Packages all the technologies, processes, and
resources across IT needed to deliver a specific
business outcome while hiding technical complexity
Business Shared Services
Combines IT and non-IT resources
required to deliver a specific
business outcome
Evolution of Service Management
Limitation:
Needs Strong
CEO Support
Limitation: Infrastructure alone
is unable to drive business
outcomes or solve business needs
Limitation: No impact on
transparency or responsiveness
to business partners
Infrastructure services and end-to-
end IT services can coexist.
The move to deliver IT within business
services has different origins and
usually emerge outside IT.
Source: CEB CIO Executive Board
26© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Services that have been retired.
Services that are used by the business.
Services being developed including
new feature or components for
existing services.
Service Portfolio Management
27© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Procure to Pay
Service
Order to Cash
Service
Hire to Retire
Service
Service Portfolio
Services Supporting Business Capabilities
Product Portfolio
Accounts
Payable
Purchasing
Purchase
Data
Warehouse
Vendor Data
Management
Accounts
Receivable
Customer
Relationship
Management
Order
Management
Sales Data
Warehouse
Payroll
Human
Resources
Employee
Master Data
Sales Data
Warehouse
Servers &
Storage
Network
Database
Management
Security
Service Portfolio
Application Software
Infrastructure and Operations
Desktops &
Mobile
Operations
Service
Desk
28© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Defining End-to-End Services
End-to-End services package together the people,
processes, technology and data that support key
business capabilities and user activities.
Web and SOA Services
Web services and SOA components
that can be published and discovered
and invoked by applications.
Infrastructure Services
Servers, storage, network and other
technologies offered by the
infrastructure team.
Application Services
Services to implement, maintain
and support software applications.
End-to-EndITServices
IT Service: Claims Processing
Supports all major activities relating to
claims processing including receiving,
investigating, processing, and reporting
Claims
Processing
System
Document
Management
System
Integration with
Accounts
Payable, and
eDiscovery
Infrastructure Services for Storage, Servers,
Network.
Service Desk application support for claims
processing.
Support Services
Services to support customer and
users in acquiring, using, and
changing the service.
End-to-End IT services cross IT silos and are
aligned closely to business activities,
outcomes or capabilities.
Types of IT Services End-to-End Service Example
29© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Design: Two Perspectives
Utility
Fitness for Purpose
Warranty
Fitness for Use
Experience
Desirability and
Perception
30© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Customers Think End-to-End Experience
Which Customer Would You Like to Be?
31© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Business
Discovery
Customer
Discovery
User
Discovery
• Business Model
• Business Case
• Business Objectives
• Expected Performance
• Capability Gaps
• Business Changes
• Pricing Models
• Balanced Scorecard
• Customer Needs
• Touchpoints
• Customer Personas
• Market Needs
• Business Process Design
• Demand
• User Needs
• User Personas
• User Expectations
• User Activities
• Scenarios
• Learning
• Prototypes
• Storyboards
• Usability
Feature Discovery
Service
Discovery
• Service Definition
• Service Components
• Service Delivery Strategy
• Capabilities
• Resources
• Service Improvement
32© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Lean
Change
Method
Key Principles
• Outcome Focused
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Lean Flow with Small Batches
• Continuous Inspect and Adapt
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Enfocus
Solutions
33© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Release Management Really
About?
Organization
and Culture
Planning
Automation
• Transparency
• Collaboration
• Cross-functional teams
• Agile Values (e.g. Commitment)
• Release Trains
• Transparency of Business
Priorities
• Transition Requirements
• Verification & Validation
• Automated Testing
• Automated Deployment
• Monitoring
• Cloud – Elastic Load Balancing
• Version Control
• Configuration Management
34© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Release Planning
Vision
Roadmap
Transition Requirements
Release Train
Team Team Team
Bundle Bundle Bundle
• PSI Objectives
• Requirements
• Lifecycle Events
• Verifications
• PSI Objectives
• Requirements
• Lifecycle Events
• Verifications
• PSI Objectives
• Requirements
• Lifecycle Events
• Verifications
Release Plan
35© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
DevOps
Vanson Bourne Survey of 1,300 Senior IT Executives
DevOps is a cultural and professional movement that stresses communication, collaboration and
integration between software developers and IT operations professionals.
36© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Lean
Change
Method
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Key Principles
• Outcome Focused
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Lean Flow with Small Batches
• Continuous Inspect and Adapt
Enfocus
Solutions
37© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Lean Really About?
Satisfy the
Customer
Reduce
Cycle
Times
Develop
People
• Faster Time to Market
• Enhanced Customer Experience
• Increased Value
• Higher Quality
• Less Waste
• Small Batch Sizes
• Just-in-Time
• Concurrent Processing
• Empowered Individuals
Shared Knowledge
• Collaborative Problem solving
• Collaboration & Transparency
• Continuous Improvement
38© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Lean Software Development Principles
7 Lean Principles as defined by Mary and Tom Poppendieck
39© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
7 Wastes of Software Development
Waste Examples
1. Partially Done Work • Failure to properly validate a feature before assigning it to a team
• Prioritizing a story without having complete information from Product Owner
• Incomplete/inadequate tasks identification
2. Extra Features • Lack of understanding of the Product Vision
• Not prioritizing product features
• Failure to understand the real needs of users and other stakeholders
• Gold plating Features or not defining MVFs
3. Relearning • Lack of a proper knowledge-sharing process
• Lack of required documentation from stakeholders
4. Hand-Offs • Failure to define tasks correctly to complete a story
• Teams working from different locations
• Lack of visibility and transparency of the information
5. Delays • Poorly designed review and approval process
• Using paper instead of documents to transmit information
• Unwanted non-value-added activities
• Too many things in progress
6. Task Switching • A shared team working on multiple projects
• A person assigned to multiple teams
• Interruptions in the ongoing tasks
• Testers are not part of the team and involved late in the process
7. Defects • Staring development on a story with limited understanding on the story
• The story does not satisfy the INVEST principle or does not have acceptance criteria
• Missing Conditions of Satisfaction on Features
• Lack of technical skill sets for team members
As Defined by Mary and Tom Poppendieck
40© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Remove Delays and Waste
Obtaining Approvals Is Usually the Biggest Source of Delays
Which Provides a Better Return?
• Getting Better at What you Do or
• Eliminating Delays Between What you Do
Process Cycle Efficiency
41© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Signoffs and Approvals
For Agile, it is imperative to move away
from a traditional “Review and Approve”
process to an “Inspect and Adapt”
process. To do this requires:
• Transparency
• Stakeholder Engagement
• Efficient Inspect and Adapt Methods
42© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Manage Knowledge not Paper
• When agile scales, the amount of interaction
between teams and other stakeholders grows
exponentially creating significant challenges for
organizations.
• Paper documentation is anti-agile; distribution and
version control of paper documents is
burdensome and causes delays.
• Use Enfocus Solutions to manage knowledge and
eliminate costly waste from using paper
documents.
43© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Strategy
And Design
Agile
Portfolio and
Program
Management
Agile
Development
Release &
Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Lean
Change
Method
Key Principles
• Outcome Focused
• Transparency & Collaboration
• Self Organizing Empowered Teams
• Stakeholder Engagement
• Accountability
• Lean Flow with Small Batches
• Continuous Inspect and Adapt
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Enfocus
Solutions
44© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Agile Business Change Really
About?
Business
Outcomes
Business
Model &
Process
Change
Organizational
Change
(People)
• Innovation
• Faster Time to Benefit
• Customer Satisfaction
• Rapid User Adoption
• Organizational Change
• Business Processes
• Knowledge and Data
• Supporting IT Services
• Governance and Rules
• Stakeholder Engagement
• Collaboration & Transparency
• Shared Knowledge
• Learning
45© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Change is Difficult
Results of Failure to Change
• Reduced Functionality
• Workarounds
• Reduced Productivity
• Customer Defection
• Losses to Competition
• Regulatory Sanctions
• Business Contraction
• Business Cessation
70% of Change Initiatives Fail
• Lack of a structured change process
• Unpredictable nature of people
Old change models Don’t Work
It’s time to change the way we change our
organizations.
Because of the amount and frequency of
change, it is necessary to revise change
methods as organizations move to Agile.
46© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Portfolio
Program
Team
Enfocus Solutions
Business Discovery and Change
Collaborative
Business Architecture
Objectives
Change
Canvas
Release Train
Vision
Business Case
Project
Impacts
Discovery
Service Portfolio
ServiceService
Validated Learning
Business Customer User Service
Business
Model
Bundle Bundle
Kanban Kanban
Needs
Scenarios
People Technology Data
Business
Rules
Process
Impacts, Gaps, and Risk
People Technology Data
Business
Rules
Process
Negotiated Changes
Utility
Warranty
•Negotiated
Change
•MVCs
•AS IS
•TO BE
•SLAs
•OLAs
•Contracts
•Components
•Quality
•Security
•Conversion
•Usage
•Compliance
•Procedures
•Decisions
•Workflow
•Roles
TouchpointsOutcomes
Bundle
Kanban
Bundle
Kanban
Bundle
Kanban
Stakeholder Engagement
Transparency
I&A I&A I&A I&A I&A
47© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Identify What Business Changes Are Needed
Define Impacts.
Address what the needed changes will
impact.
• People. Which people or
organizations will be impacted by the
project?
• Processes. What business
processes will be impacted?
• Governance. What rules constrain
the project?
• Data. What data and knowledge is
needed?
• Technology. What IT services and
technologies will be impacted?
• Projects. What other projects will be
impacted by the project?
48© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Negotiate Changes
• Assign impacts to
organizational change
professionals or super users
within the organizations.
• Stakeholders should be
actively involved in the
change(Negotiated Change).
• Changes should be made in
small steps and then validated
(Validated Learning).
• Engaging stakeholders like this
can significantly improve
outcomes and decrease risk.
• Use Agile Method such as
Lean Change Method to
manage organizational change.
49© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
The Lean Change Method
• Two Key Principles for Lean Change
Management
o You can not control how people will react to change
o People will be happier if they can help develop the
change
• Lean Change Method Core Concepts
o Negotiated Change
o Validated Learning
o Change Canvas
o Use Kanban or (possibly Scrum) to implement
improvements
o Minimum Viable Change
o Improvement Experiments
o Validated Change Cycle
o Capability and Performance Metrics
o Cadence Model of Suggested Meetings and Workshops
Negotiated
Change
50© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Lean Change Canvas
51© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Business Change Impacts: Processes
• It is very important to define and
manage needed changes to business
processes before starting on
software development.
• All too often, Agile Teams define user
stories for an antiquated business
As-Is process versus for an optimized
To-Be process
• Assigning this responsibility to
business stakeholders takes a load
off of the team
Assign to
Business Owner
52© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
• Enfocus Solutions can be applied to a variety of areas including:
o End-to-End Business and IT Service Design including creating and maintaining
SDPs
o Agile Portfolio and Program Management
o Collaborative Business Architecture
o Feature discovery, prioritization and validation
o Managing business change (Impacts)
o Performing Business Analysis as defined in BABOK
o Defining traditional requirements for evaluating COTS and Cloud Solutions
• Enfocus Solutions provides the following benefits
o Achieve better business outcomes and higher ROI on Projects
o Enables agile to scale to the Enterprise
o Provides business transparency and enables engagement of stakeholders
o Reduce costs by removing wastes from IT services and value streams
Software and Services
for Powering Business Value
53© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Using Lean, Agile and ITSM
to Deliver Spectacular Results
Area Business Outcomes
Agile
Development
• Shorter Cycle Times
• Higher Satisfaction
• Better Quality
Agile
PPM
• Higher ROI
• Higher Project Success Rates
• Faster Time to Value
• Increased Benefits Realization
Service Strategy
and Design
• Lower Costs
• Better Customer Experience
• Better Understanding of Need
• Better Outcomes
• Innovation & Competitive Advantage
Release and
Deployment
• Rapid Deployments
• Less Risk of Rollbacks and Problems
Lean Value
Streams
• Less Waste and Lower Costs
• Increased Value
• Higher Quality
Business Change
Management
• Higher Customer Satisfaction
• Business and IT Alignment
• Faster and Easier User Adoption
54© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Thanks for
Attending
www.enfocussolutions.com
FREE TRIAL
We now are offering a
free trial and very
attractive pricing for an
Agile Team.
CONSULTATION
If you want to know how
our services and software
might be used in your
organization. Please
request a consultation
WORKSHOP
See how our software can
be used to help in your
agile transformation.
Attend the Workshop
Webinar on Tuesday,
June 17.
55© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Additional Slides – Not Used in Presentation
56© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What Our Product Does
57© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Project Portfolio
• Projects by Type
• Portfolio Health
• Project History
IT Services
• Business Services
• Technical Services
• Applications
• Impact History (SDP)
Stakeholders
• Customer Personas
• Supplier Personals
• User Personas
• Business Stakeholders
• Impact History and Analysis
Business Rules
• Rule Books
• Impact and Change History
Business Processes
• Business Processes
• Impact and Change History
Data Groups
• Master Data Sources
• Change History
Collaborative Enterprise Portfolio and Business
Architecture
58© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Portfolio Management (Projects)
• Project Description
• Vision
• Business Case
• Business Objectives & Outcomes
• Constraints
Business Change (Impacts)
• People
• Process
• Technology
• Data
• Governance
Program Management (Features)
• Features
• Mapping to Objectives
• Discovery (Needs and Scenarios)
• Validation
• Release Planning
Teams (Requirements and Tests)
• User Stories
• Test Scenarios
• Test Cases
• Non-Functional Requirements
Work Management (Bundles)
• Inspect and Adapt
• Lifecycle Events
• Verifications
• Statements of Work
Agile Project Management, Business Change, &
Requirements
59© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Collaboration and Knowledge
Management
Transparency
Users have full transparency to the projects
they are assigned.
Action Items
Action items can be assigned to capture work
assignments
Comments
Users can leave comments about the
item
Attachments
Documents such as spreadsheets can
be attached and available to users
Issues
Errors or problems can be explained and
manage using Issues
Watch
Users can specify which items they want to
watch and be notified of all changes
eMail Notification
Users receive emails of items they have been
assigned and optionally can receive email
notifications of items they are tracking
60© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Transparency
Shows all work being done at
the Portfolio, Program and Team
Level
Makes everything visible
between team and among teams
Coordinates agile business
activities with development
team activities
Knowing all impacts significantly
reduces the risk
61© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Enfocus Solutions
Area Enfocus Capabilities Business Outcomes
Agile Development • Integrate with Team Tools such as JIRA
• Define and Validate Features
• User Stories
• Manage backlog for multiple teams
• Non-functional Requirements
• Test scenarios an Test case
• Higher quality software
• Allows agile to scale
Portfolio and Program Management • Support for Scaled Agile Framework
• Roadmapping (Coming)
• Release Planning
• Inspect and Adapt
• Feature and Validation
• Transparency and Collaboration
• Shorter Cycle Times
• More delivery of value
• Coordination of cross-functional teams
• Lower costs through elimination of low
value work
Service Strategy and Design • Service Portfolio Management
• Service Design Packages
• Integrated Business Architecture
• Better customer experience
Release and Deployment Management • Transition Requirements
• Inspect and Adapt
• Release Management
• Increased transparency
Lean Value Streams • Lifecycle management
• Metrics and measurement
• Less Waste
• Shorter cycle times
Lean Business Change Management • Understand impacts on people,
technology, processes, and data
• Provide transparency to business
stakeholders
• Faster user adoption
• Shorter time to value
62© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Mapping SAFe® to Enfocus Solutions
Term Description Enfocus
Solutions
Investment
Theme
Investment Themes reflect how a portfolio allocates budget to the various initiatives it has
defined to implement the portfolio business strategy.
Service
Business Epics Business Epics are large customer-facing initiatives that encapsulate the new development
necessary to realize the benefits of some new business opportunity
Project
Architectural
Epics
Architecture Epics are large technology initiatives necessary to evolve portfolio solutions in
order to support current and future business needs.
Project
Features Features are functionality provided by the system that fulfill one or more stakeholder needs. Feature
RoadMap The Roadmap provides a view of the intended deliverables, such as Features, Epics, and
other milestones, over a timeline horizon.
Roadmap
PSI Release The PSI (Potentially Shippable Increment) is the larger development time box (super-sprint)
that uses cadence and synchronization to facilitate planning, provide for aggregation of
newsworthy value, and provide a quantum unit of thinking for portfolio level consideration
and roadmapping
Release
Stories Stories (user, technical, infrastructure) are the Agile replacement for traditional forms of
requirement specifications. They are small, independent behaviors that can be implemented
incrementally, each of which provides value to the business
Requirements
NFRs Nonfunctional Requirements (NFRs, or system qualities) describe system attributes such as
security, reliability, maintainability, scalability, and usability (often referred to as the
“qualities” or “ilities”).
NFR

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agile_6_14

  • 1. 0© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Using Lean, Agile and ITSM to Deliver Spectacular Results John E Parker, CEO Enfocus Solutions Lean Change Method Key Principles • Outcome Focused Services • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Flow with Small Batches • Continuous Inspect and Adapt Enfocus Solutions
  • 2. 1© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. John E. Parker • Chief Executive Officer of Enfocus Solutions Inc. • Previous Positions o Chief Visionary Officer of Enfocus Solutions Inc o EVP and CTO, MAXIMUS Inc. o Outsourced CIO for HSHS (Large Healthcare System) o EVP and Cofounder, Spectrum Consulting Group o KPMG Partner • Expertise o Agile Development: Scrum and Kanban o Lean Software Development o IT Strategic Planning and Management o Business Change Management o IT Strategic Planning o Business Analysis o ROI and Financial Analysis Contact: • http://enfocussolutions.com • info@enfocussolutions.com
  • 3. 2© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. 10,000 Foot View Agile Lean ITSM Business Change PPM Release Management Shorter Time Higher Quality Lower Cost User Adoption Business Value Increased Satisfaction
  • 4. 3© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Agile: Where are the BAs and PMs? One View of the Future • Scrum and Kanban will continue to be the predominant agile methods. Scrum has three roles: Product Owner, Team, and Scrum Master. • In Scrum, Requirements are defined using User Stories by the Product Owners and Teams. Requirements analysts are no longer needed as the teams and product owners now define the requirements. • Testers will become part of Scrum Teams developing Automated Tests in conjunction with program code. • ITIL® Service Strategy and Design will finally become a reality as organizations define End-to-End Business Services. • Project Management Offices transform into Enterprise Portfolio Management Offices moving from bureaucracies to keys for delivering value by shifting their focus from managing tasks/costs to managing services and outcomes. • IT will continue to struggle to keep up with the fast changing business demand and moves from project-driven delivery to continuous delivery of service enhancements using efficient demand management methods. • Project Managers manage Release Trains which consists of a team
  • 5. 4© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Agile: Where are the BAs and PMs? One View of the Future • More emphasis will be placed on discovery, validation, and learning using methods such as Lean Startup. • Business Analysts will discover and validate business, customer, user and service needs for Features and negotiate business changes with stakeholders. • New methods for organizational change, such as the Lean Change Method are used to help the organization adjust to the amount of change. • Architects work with business SMEs to define business capabilities and maintain the Business Architecture that is used for portfolio decisions and managing change. • DevOps teams work to automate release and deployments. • Business customers and users have full transparency and collaborate with other teams in co-creation, management and validated learning to delivering better outcomes.
  • 6. 5© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. It takes more than just implementing agile development practices to make an agile enterprise. Software Value Stream Business Development Infrastructure & Operations Customers Users Product Managers Business Leaders Finance Compliance HR Team Team Team Team External Customers Internal Customers Service Desk Security Operations Infrastructure DBA Releases Needs Marketing SoftwareRequests Support Services Support
  • 7. 6© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. How Waste and Blockages Occurs Business Development Infrastructure & Operations Customers Users Product Managers Business Leaders Finance Compliance HR Team Team Team Team External Customers Internal Customers Service Desk Security Operations Infrastructure DBA Releases Needs Marketing SoftwareRequests Support Services Support Not Using MMFs Not Involved Not Prioritizing Features Not Doing Incremental Development Testing Involved after Development Not Involved Upfront Rigid Release & Deployment Don’t Understand Big Picture Needs Not Validated Slow Adoption Slow Approvals
  • 8. 7© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Scaled Agile Framework™ Big Picture
  • 9. 8© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Scaled Agile Framework® • The Scaled Agile Framework has been proven at many large organizations and works really well for managing solution development for lean, agile organizations. • However, it is not enough for moving to Enterprise Agility as it lacks the following: o Service Portfolio Management and Service Design o Feature Discovery o Organizational Change Management (People) o Business Change Management (Processes, Data) o Release and Deployment (DevOps) is limited Agile Development Scaled Agile Enterprise Agility What is your Goal?
  • 10. 9© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Portfolio Program Team Enfocus Solutions Lean Agile Service Framework Business Discovery & Change Solution Delivery Business Architecture Portfolio Backlog Team Backlog Feature Business Project Stor y SDP People Change Objectives Change Canvas Release Train Architecture Project Transformation Project Roadmap Sprint Demand Management Benefits Realization Vision Business Case Project Impacts SDP Feature Feature Release Plan Feature Feature Feature Stor y Stor y Stor y Stor y Stor y Stor y Stor y Stor y Service Change Data Change Rule Change Process Change Discovery Feature Backlog Service Portfolio ServiceService Negotiated Change Validated Learning Valuable Software Business Outcomes Innovation & Need LeanBusiness Value Business Customer User Service Business Model Delivery Bundle BundleBundle Bundle Sprint Sprint Sprint Sprint Sprint Kanban Kanban Needs Scenarios Satisfaction Conditions Tests Requirements Bundle HIP HIP HIPHIPHIP Technical TeamsBusiness Teams
  • 11. 10© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Lean Change Method Key Principles • Outcome Focused Services • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Flow with Small Batches • Continuous Inspect and Adapt Using Lean, Agile and ITSM to Deliver Spectacular Results Enfocus Solutions
  • 12. 11© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What is Agile Really About? Valuable Software Self- Organizing Teams Motivated Individuals • Faster Time to Market • Higher Customer Satisfaction • Better Quality • Increased Business Value • Manage Changing Priorities • Shorter Feedback Cycles • Velocity • Rapid Learning • Cadence and Flow • Empowered individuals • Collaboration • Democratic decision-making • Transparency
  • 13. 12© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Scrum, Kanban, or Both Scrum For application Development Kanban For Infrastructure, Portfolio Management, and Business Change Kanban is a continuous flow process: items enter the queue and then get “pulled” through a series of steps in the development process. Kanban is often visualized on a Kanban board and each step is represented by a column. Scrum is a simple yet incredibly powerful set of principles and practices that help teams deliver products in short cycles, enabling fast feedback, continual improvement, and rapid adaptation to change. As the leading Agile development framework, Scrum has predominantly been used for software development, but it is also proving to be effective in efforts far beyond.
  • 14. 13© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
  • 15. 14© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Consider Kanban if… • Priorities shift on a daily basis. • You have a need for more flexibility. • If you implement Agile portfolio and program management practices. • You need to manage business change activities. • You are using Scrum, but having a difficult time applying to your work context (e.g. Maintenance and Operations). • Struggling with implementing Agile in your organization. • Need a gradual transition from waterfall type execution to Agile in order to avoid high levels of organizational resistance. • Using Scrum or other agile methods, but performance improvements have not materialized or started to level off.
  • 16. 15© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Kanban is For Areas Other than Software Kanban for Portfolio Management Kanban for Marketing Kanban for Production Support Kanban for Sales
  • 17. 16© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Lean Change Method Key Principles • Outcome Focused • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Lean Flow with Small Batches • Continuous Inspect and Adapt Using Lean, Agile and ITSM to Deliver Spectacular Results Enfocus Solutions
  • 18. 17© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What is PPM Really About? Business Outcomes Flow Investment Decisions • Higher ROI • Faster Time to Value • Innovation • Benefits Realization • Roadmaps (Features) • Release Trains (Bundles) • Efficient Value Streams • Eliminating Waste • Collaboration • Business Case (Projects) • Vision • Business Objectives • Prioritization • Transparency
  • 19. 18© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. State of PMOs: It is Time for a Change • Most companies with high utilization of PMOs see materially higher IT costs while also failing to deliver projects with higher ROI or better on- time and on-budget performance. (Hackett Group Report, November 2013) • Since 2008, the correlated PMO implementation failure rate is over 50% (Gartner Project Manager 2014) • 50% of project management offices close within 3 years (Association for Project Management,2012) • Only a third of all projects were successfully completed on time and on budget over the past year (Standish Group’s CHAOS report) • 68% of stakeholders perceive their PMOs to be bureaucratic (2013 Gartner PPM Summit) • Only 40% of projects met schedule, budget and quality goals (IBM Change Management Survey of 1,500 execs, 2010)
  • 20. 19© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. The Old Way The New Way Managing tasks and adhering to a rigid plan. Managing a value stream focusing on customer engagement and satisfaction. Tight change management and control over amendments to the plan. Anticipating change and accommodating changes as business needs change Breaking down the project into phases, tasks, and steps Breaking down the project into independent components called Features that can be built and delivered quickly. Project success was determined based on whether the project was delivered on time and on budget. Project success is determined based on achieving desired business and customer outcomes. Focus was on managing tasks and resources. Focus is on managing collaboration between team resources and stakeholders to achieve agreed upon objectives. Focus is on tracking costs, time, and tasks. Focus is on maximizing the delivery of business value more quickly. Transform the PMO from Bureaucracy to Key Enabler of Agile and Business Value
  • 21. 20© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Vision and Objectives Roadmap Release Plan Sprint Plan Daily Plan Portfolio Program Team Defines Who, What, When, and Why, Constraints, Assumptions, Objectives, and Outcomes Provides a view of planned features by service organized by releases over a timeline horizon (6-12 months) Facilitated by RTE, Teams participate in developing a plan of what will be delivered in the next release. Stories, tasks, definition of done, level of effort, and commitment for work to be done in a Sprint. Presented at daily standup meetings in the form of 1) what I did yesterday,2) what will be done today, and 3) what are my impediments. The Five Levels of Agile Planning
  • 22. 21© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Feature Portfolio Program Team Feature Feature Service Agile Service PPM Feature Feature Feature Feature Feature Feature Story Story Story Story Story Story Story Story Story Story Task Task Task Task Task Task Task Task Task Task Services Packages all the technologies, processes, and resources across IT needed to deliver business outcomes. Features Features describe the functionality, warranty, and customer experience to deliver an outstanding service. Stories Stories (user, technical, infrastructure) are the Agile replacement for traditional requirement specifications. Tasks Stories are broken into tasks and assigned to individual team members.
  • 23. 22© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Enterprise PMO Enterprise Portfolio Management Office Portfolio Management (Build IT Services) Service Management (Run IT Services) • Portfolio Management • Program Management • Project Management • Roadmapping • Release Planning • Service Desk • Service Level Management • Availability Management • Security Management • Service Continuity Management • Incident Management • Problem Management • Configuration Management • Change Management Business Change Management (Manage Change) • Business Outcomes/KPIs • Business Process Management • Organizational Change • Business Rules • Business Information Management
  • 24. 23© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Lean Change Method Key Principles • Outcome Focused • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Lean Flow with Small Batches • Continuous Inspect and Adapt Using Lean, Agile and ITSM to Deliver Spectacular Results Enfocus Solutions
  • 25. 24© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What is ITSM Really About? Customer Outcomes Service Design Service Portfolio • Lower Costs • Better Customer Experience • Successful Customer Outcomes • Innovation & Competitive Advantage • Utility • Warranty • Customer Experience • Outcomes • Business Discovery • Customer Discovery • Service Discovery • User Discovery
  • 26. 25© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. 2001 2006 2011 2016 Infrastructure Only Infrastructure & Applications Business Shared Services IT Process Optimization (ITIL) Standard operational processes (e.g., problem or incident management) to ensure predictable delivery Infrastructure Services Hosting, network, and storage become orderable services in a service catalog End-to-End IT Services Packages all the technologies, processes, and resources across IT needed to deliver a specific business outcome while hiding technical complexity Business Shared Services Combines IT and non-IT resources required to deliver a specific business outcome Evolution of Service Management Limitation: Needs Strong CEO Support Limitation: Infrastructure alone is unable to drive business outcomes or solve business needs Limitation: No impact on transparency or responsiveness to business partners Infrastructure services and end-to- end IT services can coexist. The move to deliver IT within business services has different origins and usually emerge outside IT. Source: CEB CIO Executive Board
  • 27. 26© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Services that have been retired. Services that are used by the business. Services being developed including new feature or components for existing services. Service Portfolio Management
  • 28. 27© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Procure to Pay Service Order to Cash Service Hire to Retire Service Service Portfolio Services Supporting Business Capabilities Product Portfolio Accounts Payable Purchasing Purchase Data Warehouse Vendor Data Management Accounts Receivable Customer Relationship Management Order Management Sales Data Warehouse Payroll Human Resources Employee Master Data Sales Data Warehouse Servers & Storage Network Database Management Security Service Portfolio Application Software Infrastructure and Operations Desktops & Mobile Operations Service Desk
  • 29. 28© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Defining End-to-End Services End-to-End services package together the people, processes, technology and data that support key business capabilities and user activities. Web and SOA Services Web services and SOA components that can be published and discovered and invoked by applications. Infrastructure Services Servers, storage, network and other technologies offered by the infrastructure team. Application Services Services to implement, maintain and support software applications. End-to-EndITServices IT Service: Claims Processing Supports all major activities relating to claims processing including receiving, investigating, processing, and reporting Claims Processing System Document Management System Integration with Accounts Payable, and eDiscovery Infrastructure Services for Storage, Servers, Network. Service Desk application support for claims processing. Support Services Services to support customer and users in acquiring, using, and changing the service. End-to-End IT services cross IT silos and are aligned closely to business activities, outcomes or capabilities. Types of IT Services End-to-End Service Example
  • 30. 29© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Design: Two Perspectives Utility Fitness for Purpose Warranty Fitness for Use Experience Desirability and Perception
  • 31. 30© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Customers Think End-to-End Experience Which Customer Would You Like to Be?
  • 32. 31© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Business Discovery Customer Discovery User Discovery • Business Model • Business Case • Business Objectives • Expected Performance • Capability Gaps • Business Changes • Pricing Models • Balanced Scorecard • Customer Needs • Touchpoints • Customer Personas • Market Needs • Business Process Design • Demand • User Needs • User Personas • User Expectations • User Activities • Scenarios • Learning • Prototypes • Storyboards • Usability Feature Discovery Service Discovery • Service Definition • Service Components • Service Delivery Strategy • Capabilities • Resources • Service Improvement
  • 33. 32© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Lean Change Method Key Principles • Outcome Focused • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Lean Flow with Small Batches • Continuous Inspect and Adapt Using Lean, Agile and ITSM to Deliver Spectacular Results Enfocus Solutions
  • 34. 33© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What is Release Management Really About? Organization and Culture Planning Automation • Transparency • Collaboration • Cross-functional teams • Agile Values (e.g. Commitment) • Release Trains • Transparency of Business Priorities • Transition Requirements • Verification & Validation • Automated Testing • Automated Deployment • Monitoring • Cloud – Elastic Load Balancing • Version Control • Configuration Management
  • 35. 34© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Release Planning Vision Roadmap Transition Requirements Release Train Team Team Team Bundle Bundle Bundle • PSI Objectives • Requirements • Lifecycle Events • Verifications • PSI Objectives • Requirements • Lifecycle Events • Verifications • PSI Objectives • Requirements • Lifecycle Events • Verifications Release Plan
  • 36. 35© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. DevOps Vanson Bourne Survey of 1,300 Senior IT Executives DevOps is a cultural and professional movement that stresses communication, collaboration and integration between software developers and IT operations professionals.
  • 37. 36© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Lean Change Method Using Lean, Agile and ITSM to Deliver Spectacular Results Key Principles • Outcome Focused • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Lean Flow with Small Batches • Continuous Inspect and Adapt Enfocus Solutions
  • 38. 37© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What is Lean Really About? Satisfy the Customer Reduce Cycle Times Develop People • Faster Time to Market • Enhanced Customer Experience • Increased Value • Higher Quality • Less Waste • Small Batch Sizes • Just-in-Time • Concurrent Processing • Empowered Individuals Shared Knowledge • Collaborative Problem solving • Collaboration & Transparency • Continuous Improvement
  • 39. 38© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Lean Software Development Principles 7 Lean Principles as defined by Mary and Tom Poppendieck
  • 40. 39© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. 7 Wastes of Software Development Waste Examples 1. Partially Done Work • Failure to properly validate a feature before assigning it to a team • Prioritizing a story without having complete information from Product Owner • Incomplete/inadequate tasks identification 2. Extra Features • Lack of understanding of the Product Vision • Not prioritizing product features • Failure to understand the real needs of users and other stakeholders • Gold plating Features or not defining MVFs 3. Relearning • Lack of a proper knowledge-sharing process • Lack of required documentation from stakeholders 4. Hand-Offs • Failure to define tasks correctly to complete a story • Teams working from different locations • Lack of visibility and transparency of the information 5. Delays • Poorly designed review and approval process • Using paper instead of documents to transmit information • Unwanted non-value-added activities • Too many things in progress 6. Task Switching • A shared team working on multiple projects • A person assigned to multiple teams • Interruptions in the ongoing tasks • Testers are not part of the team and involved late in the process 7. Defects • Staring development on a story with limited understanding on the story • The story does not satisfy the INVEST principle or does not have acceptance criteria • Missing Conditions of Satisfaction on Features • Lack of technical skill sets for team members As Defined by Mary and Tom Poppendieck
  • 41. 40© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Remove Delays and Waste Obtaining Approvals Is Usually the Biggest Source of Delays Which Provides a Better Return? • Getting Better at What you Do or • Eliminating Delays Between What you Do Process Cycle Efficiency
  • 42. 41© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Signoffs and Approvals For Agile, it is imperative to move away from a traditional “Review and Approve” process to an “Inspect and Adapt” process. To do this requires: • Transparency • Stakeholder Engagement • Efficient Inspect and Adapt Methods
  • 43. 42© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Manage Knowledge not Paper • When agile scales, the amount of interaction between teams and other stakeholders grows exponentially creating significant challenges for organizations. • Paper documentation is anti-agile; distribution and version control of paper documents is burdensome and causes delays. • Use Enfocus Solutions to manage knowledge and eliminate costly waste from using paper documents.
  • 44. 43© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Service Strategy And Design Agile Portfolio and Program Management Agile Development Release & Deployment Management Lean Value Streams ITILSAFeScrum Kanban ITIL DevOps Lean Lean Business Change Management Lean Change Method Key Principles • Outcome Focused • Transparency & Collaboration • Self Organizing Empowered Teams • Stakeholder Engagement • Accountability • Lean Flow with Small Batches • Continuous Inspect and Adapt Using Lean, Agile and ITSM to Deliver Spectacular Results Enfocus Solutions
  • 45. 44© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What is Agile Business Change Really About? Business Outcomes Business Model & Process Change Organizational Change (People) • Innovation • Faster Time to Benefit • Customer Satisfaction • Rapid User Adoption • Organizational Change • Business Processes • Knowledge and Data • Supporting IT Services • Governance and Rules • Stakeholder Engagement • Collaboration & Transparency • Shared Knowledge • Learning
  • 46. 45© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Change is Difficult Results of Failure to Change • Reduced Functionality • Workarounds • Reduced Productivity • Customer Defection • Losses to Competition • Regulatory Sanctions • Business Contraction • Business Cessation 70% of Change Initiatives Fail • Lack of a structured change process • Unpredictable nature of people Old change models Don’t Work It’s time to change the way we change our organizations. Because of the amount and frequency of change, it is necessary to revise change methods as organizations move to Agile.
  • 47. 46© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Portfolio Program Team Enfocus Solutions Business Discovery and Change Collaborative Business Architecture Objectives Change Canvas Release Train Vision Business Case Project Impacts Discovery Service Portfolio ServiceService Validated Learning Business Customer User Service Business Model Bundle Bundle Kanban Kanban Needs Scenarios People Technology Data Business Rules Process Impacts, Gaps, and Risk People Technology Data Business Rules Process Negotiated Changes Utility Warranty •Negotiated Change •MVCs •AS IS •TO BE •SLAs •OLAs •Contracts •Components •Quality •Security •Conversion •Usage •Compliance •Procedures •Decisions •Workflow •Roles TouchpointsOutcomes Bundle Kanban Bundle Kanban Bundle Kanban Stakeholder Engagement Transparency I&A I&A I&A I&A I&A
  • 48. 47© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Identify What Business Changes Are Needed Define Impacts. Address what the needed changes will impact. • People. Which people or organizations will be impacted by the project? • Processes. What business processes will be impacted? • Governance. What rules constrain the project? • Data. What data and knowledge is needed? • Technology. What IT services and technologies will be impacted? • Projects. What other projects will be impacted by the project?
  • 49. 48© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Negotiate Changes • Assign impacts to organizational change professionals or super users within the organizations. • Stakeholders should be actively involved in the change(Negotiated Change). • Changes should be made in small steps and then validated (Validated Learning). • Engaging stakeholders like this can significantly improve outcomes and decrease risk. • Use Agile Method such as Lean Change Method to manage organizational change.
  • 50. 49© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. The Lean Change Method • Two Key Principles for Lean Change Management o You can not control how people will react to change o People will be happier if they can help develop the change • Lean Change Method Core Concepts o Negotiated Change o Validated Learning o Change Canvas o Use Kanban or (possibly Scrum) to implement improvements o Minimum Viable Change o Improvement Experiments o Validated Change Cycle o Capability and Performance Metrics o Cadence Model of Suggested Meetings and Workshops Negotiated Change
  • 51. 50© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Lean Change Canvas
  • 52. 51© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Business Change Impacts: Processes • It is very important to define and manage needed changes to business processes before starting on software development. • All too often, Agile Teams define user stories for an antiquated business As-Is process versus for an optimized To-Be process • Assigning this responsibility to business stakeholders takes a load off of the team Assign to Business Owner
  • 53. 52© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. • Enfocus Solutions can be applied to a variety of areas including: o End-to-End Business and IT Service Design including creating and maintaining SDPs o Agile Portfolio and Program Management o Collaborative Business Architecture o Feature discovery, prioritization and validation o Managing business change (Impacts) o Performing Business Analysis as defined in BABOK o Defining traditional requirements for evaluating COTS and Cloud Solutions • Enfocus Solutions provides the following benefits o Achieve better business outcomes and higher ROI on Projects o Enables agile to scale to the Enterprise o Provides business transparency and enables engagement of stakeholders o Reduce costs by removing wastes from IT services and value streams Software and Services for Powering Business Value
  • 54. 53© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Using Lean, Agile and ITSM to Deliver Spectacular Results Area Business Outcomes Agile Development • Shorter Cycle Times • Higher Satisfaction • Better Quality Agile PPM • Higher ROI • Higher Project Success Rates • Faster Time to Value • Increased Benefits Realization Service Strategy and Design • Lower Costs • Better Customer Experience • Better Understanding of Need • Better Outcomes • Innovation & Competitive Advantage Release and Deployment • Rapid Deployments • Less Risk of Rollbacks and Problems Lean Value Streams • Less Waste and Lower Costs • Increased Value • Higher Quality Business Change Management • Higher Customer Satisfaction • Business and IT Alignment • Faster and Easier User Adoption
  • 55. 54© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Thanks for Attending www.enfocussolutions.com FREE TRIAL We now are offering a free trial and very attractive pricing for an Agile Team. CONSULTATION If you want to know how our services and software might be used in your organization. Please request a consultation WORKSHOP See how our software can be used to help in your agile transformation. Attend the Workshop Webinar on Tuesday, June 17.
  • 56. 55© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Additional Slides – Not Used in Presentation
  • 57. 56© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. What Our Product Does
  • 58. 57© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Project Portfolio • Projects by Type • Portfolio Health • Project History IT Services • Business Services • Technical Services • Applications • Impact History (SDP) Stakeholders • Customer Personas • Supplier Personals • User Personas • Business Stakeholders • Impact History and Analysis Business Rules • Rule Books • Impact and Change History Business Processes • Business Processes • Impact and Change History Data Groups • Master Data Sources • Change History Collaborative Enterprise Portfolio and Business Architecture
  • 59. 58© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Portfolio Management (Projects) • Project Description • Vision • Business Case • Business Objectives & Outcomes • Constraints Business Change (Impacts) • People • Process • Technology • Data • Governance Program Management (Features) • Features • Mapping to Objectives • Discovery (Needs and Scenarios) • Validation • Release Planning Teams (Requirements and Tests) • User Stories • Test Scenarios • Test Cases • Non-Functional Requirements Work Management (Bundles) • Inspect and Adapt • Lifecycle Events • Verifications • Statements of Work Agile Project Management, Business Change, & Requirements
  • 60. 59© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Collaboration and Knowledge Management Transparency Users have full transparency to the projects they are assigned. Action Items Action items can be assigned to capture work assignments Comments Users can leave comments about the item Attachments Documents such as spreadsheets can be attached and available to users Issues Errors or problems can be explained and manage using Issues Watch Users can specify which items they want to watch and be notified of all changes eMail Notification Users receive emails of items they have been assigned and optionally can receive email notifications of items they are tracking
  • 61. 60© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Transparency Shows all work being done at the Portfolio, Program and Team Level Makes everything visible between team and among teams Coordinates agile business activities with development team activities Knowing all impacts significantly reduces the risk
  • 62. 61© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Enfocus Solutions Area Enfocus Capabilities Business Outcomes Agile Development • Integrate with Team Tools such as JIRA • Define and Validate Features • User Stories • Manage backlog for multiple teams • Non-functional Requirements • Test scenarios an Test case • Higher quality software • Allows agile to scale Portfolio and Program Management • Support for Scaled Agile Framework • Roadmapping (Coming) • Release Planning • Inspect and Adapt • Feature and Validation • Transparency and Collaboration • Shorter Cycle Times • More delivery of value • Coordination of cross-functional teams • Lower costs through elimination of low value work Service Strategy and Design • Service Portfolio Management • Service Design Packages • Integrated Business Architecture • Better customer experience Release and Deployment Management • Transition Requirements • Inspect and Adapt • Release Management • Increased transparency Lean Value Streams • Lifecycle management • Metrics and measurement • Less Waste • Shorter cycle times Lean Business Change Management • Understand impacts on people, technology, processes, and data • Provide transparency to business stakeholders • Faster user adoption • Shorter time to value
  • 63. 62© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved. Mapping SAFe® to Enfocus Solutions Term Description Enfocus Solutions Investment Theme Investment Themes reflect how a portfolio allocates budget to the various initiatives it has defined to implement the portfolio business strategy. Service Business Epics Business Epics are large customer-facing initiatives that encapsulate the new development necessary to realize the benefits of some new business opportunity Project Architectural Epics Architecture Epics are large technology initiatives necessary to evolve portfolio solutions in order to support current and future business needs. Project Features Features are functionality provided by the system that fulfill one or more stakeholder needs. Feature RoadMap The Roadmap provides a view of the intended deliverables, such as Features, Epics, and other milestones, over a timeline horizon. Roadmap PSI Release The PSI (Potentially Shippable Increment) is the larger development time box (super-sprint) that uses cadence and synchronization to facilitate planning, provide for aggregation of newsworthy value, and provide a quantum unit of thinking for portfolio level consideration and roadmapping Release Stories Stories (user, technical, infrastructure) are the Agile replacement for traditional forms of requirement specifications. They are small, independent behaviors that can be implemented incrementally, each of which provides value to the business Requirements NFRs Nonfunctional Requirements (NFRs, or system qualities) describe system attributes such as security, reliability, maintainability, scalability, and usability (often referred to as the “qualities” or “ilities”). NFR