The document describes how to break the "vicious cycle" in IT operations by transforming from a disorganized, unpredictable system to an agile, efficient system using Kanban principles. It provides an example of a queue of IT requests that is backlogged and missing deadlines. It then demonstrates how to use visual tools like a Kanban board and color-coded priority system to clean up the queue, establish work-in-progress limits, and have teams pull work to meet deadlines in a predictable, self-managed way.

1. Breaking the Vicious Cycle in IT Operations using an Agile/Kanban Recipe Tal Aviv [email_address]

4. Example Where are we and how can we break the cycle?

5. Req. Date < SLA Due Date missed Req. Stuck in Queue Due Date missed Req. Date < SLA Work in Progress even though we have lots of time Real life problems March 1 st RM Number Opened Date Requested Due Date Projected End Date Status Brief Description RM10818090 1/10/11 2/7/11 2/21/11 work in progress Add port 443 to efs.disney.com RM10839292 1/31/11 2/8/11 3/14/11 work in progress corp-pc-reverse Proxy request- for Rostr application-- RM10863474 2/22/11 3/4/11 4/5/11 work in progress Set up external reverse proxy for Aprimo RM10823279 1/14/11 1/31/11 1/31/11 work in progress New GlobalScape FTP Site RM10780366 11/23/10 11/30/10 12/7/10 work in progress create globalscape ssh private key RM10867039 2/25/11 3/11/11 3/11/11 work in progress New GlobalScape ftp site for sftp with external vendor. RM10854853 2/14/11 2/15/11 2/18/11 work in progress Add Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager RM10856644 2/15/11 2/17/11 2/17/11 work in progress DCL West Coast Office needs abiltiy to reset passwords RM10864590 2/23/11 3/2/11 3/2/11 work in progress IDM Access for STORM app RM10867477 2/25/11 3/2/11 3/10/11 work in progress Create new OU in EC for MetaData/Storm RM10828286 1/20/11 2/22/11 2/22/11 work in progress Requesting siteminder authentication for Casting Factory website RM10830017 1/21/11 1/24/11 2/11/11 work in progress SETUP SITEMIDER TO DI WEB SERVER RM10842863 2/3/11 2/11/11 2/24/11 work in progress Need access to database to authenticate EISS users through their HUB ID and PWD RM10846983 2/7/11 2/11/11 2/28/11 work in progress dis/pc/siteminder - requesting integration with playtest metrics RM10804573 12/22/10 1/5/11 1/19/11 work in progress Gate New Siebel Development and Test Servers RM10814291 1/6/11 1/14/11 1/27/11 pending Siteminder installation for new Windows 2008 server (.net) RM10819539 1/11/11 1/14/11 2/1/11 pending Install Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers. RM10842520 2/2/11 2/18/11 2/23/11 pending Reverse Proxy Siteminder setup request for mobilebi.disney.com RM10864079 2/23/11 2/25/11 3/16/11 work in progress Siteminder QA installation for new Windows 2008 server (.net) RM10866148 2/24/11 3/2/11 3/17/11 work in progress Setup new Site Minder for new application for Aprimo RM10866656 2/25/11 3/11/11 3/18/11 work in progress DCP - add siteminder to PDL Dev RM10866934 2/25/11 2/28/11 3/18/11 work in progress Request to change siteminder protected directory to / from /transfer

6. BLACK Request will be dealt with case by case basis Pending Request might need to get back into queue Red Request, Deal with it NOW ! Yellow Req. are next Plenty of time for Green Request Today is March 1 st 2011 Due date is King, all priority decisions are subordinated to the due date! Color Coded Priority System RM Number Opened Date Req. Date Projected Date SLA 3/1/2011 Status Brief Description Green Level Yellow Level Red Level RM10818090 1/10/11 2/7/11 2/21/11 41 -8.00 work in progress Add port 443 to efs.disney.com 27 14 4 RM10839292 1/31/11 2/8/11 3/14/11 41 13.00 work in progress corp-pc-reverse Proxy request- for Rostr application-- 27 14 4 RM10863474 2/22/11 3/4/11 4/5/11 41 35.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00 work in progress New GlobalScape FTP Site 11 5 2 RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00 work in progress create globalscape ssh private key 9 4 1 RM10867039 2/25/11 3/11/11 3/11/11 13 10.00 work in progress New GlobalScape ftp site for sftp with external vendor. 9 4 1 RM10854853 2/14/11 2/15/11 2/18/11 3 -10.88 work in progress Add Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager 2 1 0 RM10856644 2/15/11 2/17/11 2/17/11 1 -12.00 work in progress DCL West Coast Office needs abiltiy to reset passwords 1 0 0 RM10864590 2/23/11 3/2/11 3/2/11 6 1.00 work in progress IDM Access for STORM app 4 2 1 RM10867477 2/25/11 3/2/11 3/10/11 12 9.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 RM10828286 1/20/11 2/22/11 2/22/11 32 -7.00 work in progress Requesting siteminder authentication for Casting Factory website 21 11 3 RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00 work in progress SETUP SITEMIDER TO DI WEB SERVER 13 7 2 RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00 work in progress Need access to database to authenticate EISS users through their HUB ID and PWD 14 7 2 RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00 work in progress dis/pc/siteminder - requesting integration with playtest metrics 13 7 2 RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00 work in progress Gate New Siebel Development and Test Servers 18 9 3 RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00 pending Siteminder installation for new Windows 2008 server (.net) 14 7 2 RM10819539 1/11/11 1/14/11 2/1/11 20 -28.00 pending Install Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers. 13 7 2 RM10842520 2/2/11 2/18/11 2/23/11 20 -6.00 pending Reverse Proxy Siteminder setup request for mobilebi.disney.com 13 7 2 RM10864079 2/23/11 2/25/11 3/16/11 20 15.00 work in progress Siteminder QA installation for new Windows 2008 server (.net) 14 7 2 RM10866148 2/24/11 3/2/11 3/17/11 20 16.00 work in progress Setup new Site Minder for new application for Aprimo 13 7 2 RM10866656 2/25/11 3/11/11 3/18/11 20 17.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 RM10866934 2/25/11 2/28/11 3/18/11 20 17.00 work in progress Request to change siteminder protected directory to / from /transfer 13 7 2

8. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 Definitions WIP Limit 6 WIP Limit 3 All open requests waiting to be processed Queue Manager to ensure that no information is missing from the request before entering ready state Item pulled by a team member and is being worked on. Item that was work completed and moved to customer for approval. Use Kanban Board for Visual Self Management

9. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 1 st 2011 WIP Limit 6 WIP Limit 3 Top 3 requests from the ready queue are pulled in to work in progress Tech Team Pull work while keeping WIP Limits

11. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 2 nd 2011 WIP Limit 6 WIP Limit 3 RM10869023 RM10869012 RM10869001

12. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 2 nd 2011 WIP Limit 6 WIP Limit 3 RM10869023 RM10869012 RM10869001 As work is being completed, new work can flow into the queues, based on color priority

13. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 2 nd 2011 WIP Limit 6 WIP Limit 3 RM10869023 RM10869012 RM10869001

15. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 3 rd 2011 WIP Limit 6 WIP Limit 3 RM10869023 RM10869012 RM10869001 RM10869077 RM10869097 RM10869101 Color system keeps it simple

16. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 3 rd 2011 WIP Limit 6 WIP Limit 3 RM10869023 RM10869012 RM10869001 RM10869077 RM10869097 RM10869101

17. Backlog Ready In Progress Customer Acceptance RM10818090 RM10846983 RM10864590 RM10839292 RM10867039 RM10867477 RM10864079 RM10866148 RM10856644 RM10866148 RM10866656 RM10866934 March 3 rd 2011 WIP Limit 6 WIP Limit 3 RM10869023 RM10869012 RM10869001 RM10869077 RM10869097 RM10869101

18. Backlog Ready In Progress Customer Acceptance RM10864079-3 RM10864079-2 RM10867039 RM10864079-1 RM10864088 RM10864099 RM108640192 WIP Limit 6 WIP Limit 3 Request RM10864079 has 3 tasks that go to 3 separate groups. Based on the Service SLA, each group will have a sub SLA for its task. If there are dependencies, the Queue Manager will not designate his task as ready until work on the previous task is in Customer Acceptance Use the same principles to coordinate between teams

19. Backlog Ready In Progress Customer Acceptance RM10864079-3 RM10864079-2 RM10867039 RM10864079-1 RM10864088 RM10864099 RM108640192 WIP Limit 6 WIP Limit 3

20. Backlog Ready In Progress Customer Acceptance RM10864079-3 RM10864079-2 RM10867039 RM10864079-1 RM10864088 RM10864099 RM108640192 WIP Limit 6 WIP Limit 3

21. Backlog Ready In Progress Customer Acceptance RM10864079-3 RM10864079-2 RM10867039 RM10864079-1 RM10864088 RM10864099 RM108640192 WIP Limit 6 WIP Limit 3 Color of task might have changed while in the works RM10864079-1