The document discusses implementing Kanban for services teams. It describes the typical push model used by many services teams and its problems. It then suggests adopting a pull model using Kanban with a Kanban board to visualize workflow. Key aspects of Kanban discussed include limiting work in progress, continuous flow, and using it to identify impediments. The document also discusses combining Kanban with aspects of Scrum and emphasizing continuous improvement.

1. Kanban: For Services/Operation/Network/HelpDesk Teams Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

2. JAIBEER MALIK 2004 B.Tech from IIT KGP 6 years of experience in IT industry Former Employers: Sapient, Globallogic Currently working as Consultant with Xebia, Netherlands Certified Scrum Master Experienced in: Java, J2ee, Unix, Flex, Distributed Agile, Kanban Thumb rule: Delivering Quality solution to all software problems Hobbies: Swimming, Basketball, Volleyball, Cricket...Sports Web: http://jaibeermalik.wordpress.com Profile: http://www.linkedin.com/in/jaibeermalik Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

3. Agenda Kanban Services Team? Current Push Model Problems with Push Model Suggested Pull Model How Kanban can help? Implementing Kanban for team Kanban with Scrum, Scrumban Continuous Improvements Questions Feedback Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

4. Kanban Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

5. Kanban Kanban System is letting value flow through the system by pulling work when there is capacity available as indicated by WIP limits and adjusting these WIP limits to derive continuous improvement Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

6. Kanban Kanban System is based on Lean Principles Pull Method Customer Value Continuous Flow Waste Elimination Continous Improvement Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

7. Services Team Where there is continuous flow of services, Operation Team Team handling regular maintenance activities for some website to keep it running all the time. Infrastructure/Network Team IT team taking care of all the infrastructure/network activities inside an organization. Services Team Any other services team handling end users queries to provide some kind of services. Help Desk Team helping users in resolving their queries. Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

8. Push Model Item 1 Item 2 Team Member 1 Team Member 2 Team Member 3 Pushed By TL Item 3 ... Backlog Individual Backlog Done Done Item 5 Item 6 Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

9. Current Push Model - Problems Lot of waste in the process Team Lead needs to look at backlog for each team member Individual backlog burden No clear backlog view Lot of wait for new tickets Lot of stack of tickets on individual backlog No team collaboration No clear bottleneck visible in the process Work can stuck at different level for each team member Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

10. Pull Model Item 3 Item 5 Team Member 1 Team Member 2 Team Member 3 Ready for Work Item 9 ... Backlog In Progress Backlog Item 1 Item 2 Item 7 Prioritization & Ranking By TL Pulled By Team Members Done Done Item 4 Item 6 Item 11 ... Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

11. Pull Model System which support pull flow System to support continuous flow of work System to indicate the problem points and impediment in the flow of work Work done as a team Focus on supporting work Support team work than just individualism Less burden on individuals in terms of assigned backlog Better planning and prioritize of work Better capacity management Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

12. How Kanban can help? Based on Pull Method Regular flow of work Better prioritization and control of flow Better clarity in terms of work limit Better team work Shared responsibility with in the team More helpful in planning resources and work More helpful in planning future projects/work Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

13. Implementing Kanban for team Common requirements for Services team, Handling Incidents/Urgent issues in the process Handling top priority tasks of support Handling regular project work like upgrade, analysis, research etc. Handling high business value items Handling different dependent tasks for those related regular work Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

14. Kanban Board for Services Team Item 1 Item 2 Team Member 1 Team Member 2 Team Member 3 Item 3 Item 11 Item 5 Item 63 Item 4 Item 38 Goals Queue In Progress Done Incident/ Urgent High Business Value Regular Support Ticket Improvements Item 10 3 3 Days to Done 5 2 Days to Done 2 5 Days to Done Item 12 Item 14 Item 19 Item 17 Item 4 Item 21 Item 4 Item 45 Item 54 Item 5 Item 6 NOW! Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

15. Kanban Board Team can define, priority tasks of support etc. will take highest priority this much time each support task takes to get done this much each new project usually takes to get finished only these many support tasks, new project tasks on each state divide the board based on functional/business value to have individual backlog also during the in progress stage shared responsibility of items how much work to pick at a time better understanding of team capacity/velocity etc. etc. Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

16. Kanban+Scrum Board for Services Team Item 1 Item 2 TM1 TM2 TM3 Item 3 Item 11 Item 5 Item 63 Item 38 Goals Queue In Progress Done Incident/ Urgent High Business Value Regular Support Ticket Improvements Item 10 3 3 Days to Done 5 2 Days to Done 2 5 Days to Done Item 12 Item 14 Item 19 Item 17 Item 4 Item 21 Item 4 Item 45 Item 54 Item 5 Item 6 NOW! Analyze Fix Verify Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

17. Scrumban Combine Kanban with Scrum process, Deliver the in progress work using Scrum process Adopt Scrum processes like stand up and retrospective Manage priority and and iterative delivery Incorporate changes/feedback during in progress stage Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

18. Continuous Improvement As one of the back bone of any process, No system or process is full proof Regular feedback plays important role Regular suggestion and improvements as part of process Better clarity on limiting the work in progress Better understanding of the strength of team Better prepared to remove the impediments Better control over continuous flow of work Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

19. References http://jaibeermalik.wordpress.com/2010/08/03/implementing-kanban-for-services-team/ http://www.limitedwipsociety.org/ http://leansoftwareengineering.com/ksse/scrum-ban/ Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

20. ? Jaibeer Malik Implementing Kanban for Services team http://jaibeermalik.wordpress.com

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