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Breaking the Vicious Cycle in IT
         Operations
   using an Agile/Kanban Recipe
                      Tal Aviv
     tal@AgileSparks.com Talaviv@hotmail.com
A little bit of history: Where are we today and how did we get
here?

FORCES THAT SHAPE IT SERVICES
Growing Pains – How did we get here?
• Organizations started with a single Person IT
  department.
• Growth led to increased IT needs.
• Growth led to Complexity.
• Complexity led to splitting IT into specialized
  groups.
• Pressure for Cost cutting led to off shoring
  and out sourcing.
Customer
     Local Optima is                         The organization is                                                               satisfaction goes
       encouraged                                   less flexible                                                             down while costs go
                                                                                                                                       up


  Matrices created for
  group performance                                                             Service Delivery
                                            Additional rules and                  Managers are           Proj mgr added for
                                                procedures are               brought on board to               coordination
                                                         created              coordinate Cust/IT           between groups
Pressure to increase
           efficiency

                                                                    Quality of Service is                Delivery time is
                                                                                reduced                          missed


                                                                                    IT groups take
                                                                                 longer to respond


                                                                                    Coordination
                                                                                 between team is
                                                                                more complicated
                                                                                                                       IT’s Current
                                                            Communication with
                                                           remote team is more
                                                                                                    Each team is
                                                                                             specialized in it own
                                                                                                                       Reality Tree
                                                                   complicated                                area



                                                                                                 Use specialized
                          Use less expensive                                                       teams to gain
                                   resources            Outsource IT groups
                                                                                               economy of scale


                                                            Cut IT expenses



                                                               Market forces                         People are the most
                            IT is not a profit               demand cut in IT                        expensive resource
                                       center                    expenditure


                                                 Complexity in IT                            Additional IT
                                                          grows                         Resources needed


                                                                       IT Dept growth
                         IT Is Expensive

                                                               Organization growth
Current State - Impact on Users

       Confusion


       Delays


       Management
       intervention
Current State - Impact on Users

 Users feel that Quality of
 service goes down due to:
   Delays.
   Missed due dates.
   System complexity
           complexity.
   Total System unpredictability
Current State - Impact on IT Groups
Work in FIFO mode (unless
work is expedited).

Constant expediting led to
conflicting demands.

Conflicting demands led to
heavy multi tasking
            tasking.
Current State - Impact on IT Groups
Specialized groups caused “silos”
and local measurements.

Specialized teams led to complex
coordination.

Complex Coordination led to more
management oversight.
Current State - Impact on IT Groups
Longer SLA in order to ensure work is
    completed in the time promised.


     short “touch time”
                   VS.

       Long “wait time”.
Current State - Impact on IT Groups


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

no correlation between requested date
RM10864079
RM10866148
                  2/23/11
                  2/24/11
                              2/25/11
                               3/2/11
                                           3/16/11work in progress
                                           3/17/11work in progress
                                                                     server (.net)
                                                                     Setup new Site Minder for new application for Aprimo
RM10866656        2/25/11     3/11/11      3/18/11work in progress   DCP - add siteminder to PDL Dev

         to the projected date
RM10866934        2/25/11     2/28/11      3/18/11work in progress
                                                                     Request to change siteminder protected directory to /
                                                                     from /transfer
WHERE DO WE START?
Define Services and SLA

  Service Is a user story that
   define the action from the
   point of view of the user
   and has a definition of
   done.
Define Services and SLA

  • No request will be allowed to enter the
    queue with requested date less then SLA
    date.
  • Special emergencies will be allowed only
    by approval from queue manager
  • Separate Requests from Incidents
Define Services and SLA – Why?

  Predictability Leads to Trust
  Users will know exactly what
   they get and when they are
         going to get it.
Missed Due Date
                          Requested     Projected End
RM Number    Opened Date Due Date       Date          Status            Brief Description
RM10818090        1/10/11        2/7/11       2/21/11work in progress   Add port 443 to efs.disney.com
RM10839292        1/31/11        2/8/11       3/14/11work in progress   corp-pc-reverse Proxy request- for Rostr application--
RM10863474        2/22/11        3/4/11        4/5/11work in progress   Set up external reverse proxy for Aprimo
RM10823279        1/14/11       1/31/11       1/31/11work in progress   New GlobalScape FTP Site
RM10780366       11/23/10      11/30/10       12/7/10work in progress   create globalscape ssh private key
RM10867039        2/25/11       3/11/11       3/11/11work in progress   New GlobalScape ftp site for sftp with external vendor.
                                                                        Add Theresa Gallo GALLT001 to Business Objects Group
RM10854853        2/14/11       2/15/11       2/18/11work in progress   Members in Identity Manager

      Many requests still miss
RM10856644
RM10864590
RM10867477
                  2/15/11
                  2/23/11
                  2/25/11
                                2/17/11
                                 3/2/11
                                 3/2/11
                                              2/17/11work in progress
                                               3/2/11work in progress
                                              3/10/11work in progress
                                                                        DCL West Coast Office needs abiltiy to reset passwords
                                                                        IDM Access for STORM app
                                                                        Create new OU in EC for MetaData/Storm
                                                                        Requesting siteminder authentication for Casting Factory

      their projected end date
RM10828286
RM10830017
                  1/20/11
                  1/21/11
                                2/22/11
                                1/24/11
                                              2/22/11work in progress
                                              2/11/11work in progress
                                                                        website
                                                                        SETUP SITEMIDER TO DI WEB SERVER
                                                                        Need access to database to authenticate EISS users
RM10842863          2/3/11      2/11/11       2/24/11work in progress   through their HUB ID and PWD
                                                                        dis/pc/siteminder - requesting integration with playtest
RM10846983          2/7/11      2/11/11       2/28/11work in progress   metrics
RM10804573       12/22/10        1/5/11       1/19/11work in progress   Gate New Siebel Development and Test Servers
RM10814291          1/6/11      1/14/11       1/27/11pending            Siteminder installation for new Windows 2008 server (.net)
                                                                        Install Siteminder agent for new Cognos 10 Tm1 for
RM10819539        1/11/11       1/14/11        2/1/11pending            deployment on iis webservers.
                                                                        Reverse Proxy Siteminder setup request for
RM10842520          2/2/11      2/18/11       2/23/11pending            mobilebi.disney.com
                                                                        Siteminder QA installation for new Windows 2008 server
RM10864079        2/23/11       2/25/11       3/16/11work in progress   (.net)
RM10866148        2/24/11        3/2/11       3/17/11work in progress   Setup new Site Minder for new application for Aprimo
RM10866656        2/25/11       3/11/11       3/18/11work in progress   DCP - add siteminder to PDL Dev
                                                                        Request to change siteminder protected directory to /
RM10866934        2/25/11       2/28/11       3/18/11work in progress   from /transfer
Establish flow based on Prioritization and
           coordination scheme

   Is everyone on the
       same page?        What is urgent?


                    WHAT IS
                    NEXT?

      Did we miss       Is anything stuck?
       anything?
What do we want?
•   Self managed teams
•   Reduced Multitasking
•   Focus
•   Increase flow
Rules of the game
        Simple and to the point
• Limit the WIP – No work can become
  work in progress if there are X number
  of requests in the queue.
• SLA is published
• Requests should be processed by SLA
  time.
Rules of the game
     Establish Priority System
      Due Date is King !
Subordinate priority decisions to
         the Due Date
Rules of the game
     Establish Priority Visual System
• Requests will be color coded (for example):
  – Green – More then 66% of time is
    available
  – Yellow – Between 10% - 66% of time is
    available
  – Red – Less then 10% of time is available
    – We are at risk of missing due date
Rules of the game
    Establish Visual Priority System
Requests that missed their due date will be
 color coded in BLACK
  – Each Black request will be prioritized case
    by case.
  – Usually Black requests will either be
    prioritized or due date will be renegotiated.
Opened                     Projected                                                                March 1st 2011 Green                         Yellow        Red
RM Number    Date        Req. Date      Date           SLA       3/1/2011Status             Brief Description                                    Level        Level         Level
RM10818090     1/10/11         2/7/11        2/21/11     41         -8.00work in progress   Add port 443 to efs.disney.com                               27            14           4
                                                                                            corp-pc-reverse Proxy request- for Rostr
RM10839292     1/31/11         2/8/11        3/14/11     41         13.00work in progress   application--                                                27            14           4
RM10863474     2/22/11         3/4/11         4/5/11     41         35.00work in progress   SetPlentyreverse proxy forfor
                                                                                               up external of time Aprimo                                27            14           4
RM10823279     1/14/11        1/31/11        1/31/11     16        -29.00work in progress   New GlobalScape FTP Request
                                                                                                   Green Site                                            11             5           2
RM10780366    11/23/10      11/30/10         12/7/10     13        -84.00work in progress   create globalscape ssh private key                            9             4           1
                                                                                            New GlobalScape ftp site for sftp with external
RM10867039     2/25/11        3/11/11        3/11/11     13         10.00work in progress   vendor.                                                       9             4           1
                                                                                            Add Theresa Gallo GALLT001 to Business Objects
     Yellow2/14/11 are
RM10854853   Req. 2/15/11                    2/18/11         3     -10.88work in progress   Group Members in Identity Manager                             2             1           0
                                                                                            DCL West Coast Office needs abiltiy to reset
           2/15/11 next
RM10856644           2/17/11                 2/17/11         1     -12.00work in progress
                                                                                              Red Request, Deal
                                                                                            passwords                                                     1             0           0
RM10864590     2/23/11         3/2/11         3/2/11         6       1.00work in progress   IDM Access for STORM app                                      4             2           1
RM10867477     2/25/11         3/2/11        3/10/11     12          9.00work in progress
                                                                                                      with it NOW !
                                                                                            Create new OU in EC for MetaData/Storm                        8             4           1
                                                                                            Requesting siteminder authentication for Casting
RM10828286     1/20/11        2/22/11        2/22/11     32         -7.00work in progress   Factory website                                              21            11           3
RM10830017     1/21/11        1/24/11        2/11/11     20        -18.00work in progress
                                                                                                     BLACK Request will be dealt
                                                                                            SETUP SITEMIDER TO DI WEB SERVER13
                                                                                            Need access to database to authenticate EISS users
                                                                                                                                                                       7            2

RM10842863      2/3/11        2/11/11        2/24/11     21         -5.00work in progress
                                                                                                         with case by case basis
                                                                                            through their HUB ID and PWD    14
                                                                                            dis/pc/siteminder - requesting integration with
                                                                                                                                                                        7           2

RM10846983      2/7/11        2/11/11        2/28/11     20         -1.00work in progress   playtest metrics                                             13             7           2
RM10804573    12/22/10         1/5/11        1/19/11     27        -41.00work in progress   Gate New Siebel Development and Test Servers                 18             9           3
                                                                                            Siteminder installation for new Windows 2008
RM10814291      1/6/11        1/14/11        1/27/11     20        -33.00pending                 Pending Request might need to 7
                                                                                            server (.net)                 14
                                                                                            Install Siteminder agent for new Cognos 10 Tm1 for
                                                                                                                                                                                    2

RM10819539
     Due date is King, all 2/1/11
           1/11/11 1/14/11                               20        -28.00pending                           get back into queue 7
                                                                                            deployment on iis webservers. 13
                                                                                            Reverse Proxy Siteminder setup request for
                                                                                                                                                                                    2

RM10842520
    priority2/2/11 2/18/11 are
             decisions 2/23/11                           20         -6.00pending            mobilebi.disney.com
                                                                                            Siteminder QA installation for new Windows 2008
                                                                                                                                                         13            7            2

RM10864079 2/23/11 2/25/11   3/16/11                     20         15.00work in progress   server (.net)                                                14             7           2
  subordinated to the due                                                                   Setup new Site Minder for new application for
RM10866148 2/24/11
RM10866656
             date! 3/11/11 3/17/11
           2/25/11
                    3/2/11
                             3/18/11
                                                         20
                                                         20
                                                                    16.00work in progress
                                                                    17.00work in progress
                                                                                            Aprimo
                                                                                            DCP - add siteminder to PDL Dev
                                                                                                                                                         13
                                                                                                                                                         14
                                                                                                                                                                        7
                                                                                                                                                                        7
                                                                                                                                                                                    2
                                                                                                                                                                                    2
                                                                                            Request to change siteminder protected directory
RM10866934     2/25/11        2/28/11        3/18/11     20         17.00work in progress   to / from /transfer                                          13             7           2
                                     Color Coded Priority System
Visual Management - Cleaning up

• Visual Simplicity is the key
  for self management.
• You cant improve if you cant
  see.
• Start by cleaning up!
First, Clean Up the Queue
  • Some of the Old work was removed
  • New Due Date negotiated for some of the Black
      requests
  • 2 Opened Req. Date Projected SLA are approvedBrief Description priority
          Black requests 3/1/2011 Status
RM Number Date         Date
                                                    to be                   Green Yellow
                                                                            Level 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

          Cleaning up the mess
RM10839292 1/31/11
RM10863474 2/22/11
                       2/8/11
                       3/4/11
                                3/14/11 41
                                 4/5/11 41
                                                                    corp-pc-reverse Proxy request- for Rostr
                                             13.00 work in progress application--
                                             35.00 work in progress Set up external reverse proxy for Aprimo
                                                                                                                   27
                                                                                                                   27
                                                                                                                        14
                                                                                                                        14
                                                                                                                                     4
                                                                                                                                     4
                                                                    New GlobalScape ftp site for sftp with

        makes it easier for the team
RM10867039 2/25/11

RM10856644 2/15/11
                      3/11/11

                      2/17/11
                                3/11/11 13

                                3/17/11 29
                                             10.00 work in progress external vendor.
                                                                    DCL West Coast Office needs abiltiy to reset
                                             16.00 work in progress passwords
                                                                                                                    9

                                                                                                                   19
                                                                                                                         4

                                                                                                                        10
                                                                                                                                     1

                                                                                                                                     3

          member to understand
RM10864590 2/23/11
RM10867477 2/25/11
                       3/2/11
                       3/2/11
                                 3/2/11  6
                                3/10/11 12
                                              1.00 work in progress IDM Access for STORM app
                                              9.00 work in progress Create new OU in EC for MetaData/Storm
                                                                    Requesting siteminder authentication for
                                                                                                                    4
                                                                                                                    8
                                                                                                                         2
                                                                                                                         4
                                                                                                                                     1
                                                                                                                                     1

RM10828286 1/20/11    2/22/11   3/22/11 60   21.00 work in progress Casting Factory website                        40   20           6

        what he/she needs to work
RM10842863   2/3/11   2/11/11   3/24/11 49
                                                                    Need access to database to authenticate
                                             23.00 work in progress EISS users through their HUB ID and PWD
                                                                    dis/pc/siteminder - requesting integration
                                                                                                                   32   16           5

RM10846983   2/7/11

RM10864079 2/23/11
                    on2/11/11

                      2/25/11
                                2/28/11 20

                                3/16/11 20
                                             -1.00 work in progress with playtest metrics
                                                                    Siteminder QA installation for new Windows
                                             15.00 work in progress 2008 server (.net)
                                                                                                                   13

                                                                                                                   14
                                                                                                                         7

                                                                                                                         7
                                                                                                                                     2

                                                                                                                                     2
                                                                    Setup new Site Minder for new application
RM10866148 2/24/11     3/2/11   3/17/11 20   16.00 work in progress 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
                                                                    Request to change siteminder protected
RM10866934 2/25/11    2/28/11   3/18/11 20   17.00 work in progress directory to / from /transfer                  13    7           2
Visualize the work ,
establish flow
         Kanban
Visualize the work - Kanban

  • Queue manager transfer request from
    Service Center to Kanban board based on
    color priority
  • Team members pull work based on order
  • WIP limit is strictly enforced
WIP Limit 6        WIP Limit 3
       Backlog             Ready         In Progress     Customer
                                                        Acceptance
RM10864079
                    RM10864590
RM10866148
                   RM10818090           Use Kanban
RM10856644
                   RM10846983          Board for Visual
RM10866148
                    RM10839292              Self
RM10866656
RM10866934
                    RM10867039          Management
                         Definitions
                             Queue
                       Manager to       Item pulled
        All open                                       Item that was work
                    ensure that no        by a team
requests waiting                                           completed and
                     information is    member and
to be processed                                        moved to customer
                      missing from          is being
                                                             for approval.
                        the request     worked on.
                   before entering
                        ready state
WIP Limit 6    WIP Limit 3
     Backlog           Ready     In Progress    Customer
                                               Acceptance
RM10864079
                RM10864590                     Top 3 requests from
RM10866148                                     the ready queue are
               RM10818090
                                                 pulled in to work in
RM10856644                                                  progress
               RM10846983
RM10866148
                RM10839292
RM10866656
                RM10867039
RM10866934
                RM10867477




                        March 1st 2011

       Tech Team Pull work while keeping WIP Limits
The Next Day – March 2nd

    • The Red request and 2 black are completed
    • 3 New requests came in
           Opened                 Projected                                                                                       Green Yellow Red
 RM Number Date   Req. Date       Date         SLA       3/2/2011 Status             Brief Description                            Level Level Level
                                                                                     corp-pc-reverse Proxy request- for Rostr
 RM10839292   1/31/11    2/8/11      3/14/11    41          12.00 work in progress   application--                                     27     14    4
 RM10863474   2/22/11    3/4/11       4/5/11    41          34.00 work in progress   Set up external reverse proxy for Aprimo          27     14    4
                                                                                     New GlobalScape ftp site for sftp with
 RM10867039   2/25/11   3/11/11      3/11/11    13           9.00 work in progress   external vendor.                                   9      4    1
                                                                                     DCL West Coast Office needs abiltiy to reset
 RM10856644   2/15/11   2/17/11      3/17/11    29          15.00 work in progress   passwords                                         19     10    3
 RM10867477   2/25/11    3/2/11      3/10/11    12           8.00 work in progress   Create new OU in EC for MetaData/Storm             8      4    1
                                                                                     Requesting siteminder authentication for
 RM10828286   1/20/11   2/22/11      3/22/11    60          20.00 work in progress   Casting Factory website                           40     20    6
                                                                                     Need access to database to authenticate EISS
 RM10842863    2/3/11   2/11/11      3/24/11    49          22.00 work in progress   users through their HUB ID and PWD                32     16    5
                                                                                     Siteminder QA installation for new Windows
 RM10864079   2/23/11   2/25/11      3/16/11    20          14.00 work in progress   2008 server (.net)                                14      7    2
                                                                                     Setup new Site Minder for new application
 RM10866148   2/24/11    3/2/11      3/17/11    20          15.00 work in progress   for Aprimo                                        13      7    2
 RM10866656   2/25/11   3/11/11      3/18/11    20          16.00 work in progress   DCP - add siteminder to PDL Dev                   14      7    2
                                                                                     Request to change siteminder protected
 RM10866934   2/25/11   2/28/11      3/18/11    20          16.00 work in progress   directory to / from /transfer                     13      7    2
                                                                                     Request to change siteminder protected
 RM10869001    3/1/11   3/15/11      3/18/11    16          16.00 work in progress   directory to / from /transfer                     11      5    2
                                                                                     Request to change siteminder protected
 RM10869012    3/1/11   3/10/11      3/10/11         8       8.00 work in progress   directory to / from /transfer                      6      3    1
 RM10869023    3/1/11    3/5/11       3/5/11         3       3.00 work in progress   Urgent class request                               2      1    0
WIP Limit 6    WIP Limit 3
      Backlog          Ready     In Progress    Customer
                                               Acceptance
RM10864079
                               RM10864590
RM10866148
                               RM10818090
RM10856644
                               RM10846983
RM10866148
                RM10839292
RM10866656
                RM10867039
RM10866934
                RM10867477




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

                March 2nd 2011
WIP Limit 6    WIP Limit 3
     Backlog          Ready     In Progress     Customer
                                               Acceptance
               RM10869023                     RM10864590
RM10866148     RM10839292                     RM10818090
RM10856644     RM10867039
                                              RM10846983
RM10866148     RM10867477

RM10866656     RM10869012
RM10866934     RM10864079
RM10869001




                  March 2nd 2011
March 3rd

     • 2 urgent requests came in
             Opened                     Projected                                                                                               Green Yellow Red
RM Number    Date        Req. Date      Date           SLA       3/3/2011 Status             Brief Description                                  Level    Level    Level
                                                                                             corp-pc-reverse Proxy request- for Rostr
RM10839292     1/31/11         2/8/11        3/14/11     41         11.00 work in progress   application--                                            27       14         4
RM10863474     2/22/11         3/4/11         4/5/11     41         33.00 work in progress   Set up external reverse proxy for Aprimo                 27       14         4
                                                                                             New GlobalScape ftp site for sftp with external
RM10867039     2/25/11        3/11/11        3/11/11     13          8.00 work in progress   vendor.                                                   9        4         1
                                                                                             DCL West Coast Office needs abiltiy to reset
RM10856644     2/15/11        2/17/11        3/17/11     29         14.00 work in progress   passwords                                                19       10         3
RM10867477     2/25/11         3/2/11        3/10/11     12          7.00 work in progress   Create new OU in EC for MetaData/Storm                    8        4         1
                                                                                             Requesting siteminder authentication for Casting
RM10828286     1/20/11        2/22/11        3/22/11     60         19.00 work in progress   Factory website                                          40       20         6
                                                                                             Need access to database to authenticate EISS users
RM10842863      2/3/11        2/11/11        3/24/11     49         21.00 work in progress   through their HUB ID and PWD                             32       16         5
                                                                                             Siteminder QA installation for new Windows 2008
RM10864079     2/23/11        2/25/11        3/16/11     20         13.00 work in progress   server (.net)                                            14        7         2
                                                                                             Setup new Site Minder for new application for
RM10866148     2/24/11         3/2/11        3/17/11     20         14.00 work in progress   Aprimo                                                   13        7         2
RM10866656     2/25/11        3/11/11        3/18/11     20         15.00 work in progress   DCP - add siteminder to PDL Dev                          14        7         2
                                                                                             Request to change siteminder protected directory
RM10866934     2/25/11        2/28/11        3/18/11     20         15.00 work in progress   to / from /transfer                                      13        7         2
                                                                                             Request to change siteminder protected directory
RM10869001      3/1/11        3/15/11        3/18/11     16         15.00 work in progress   to / from /transfer                                      11        5         2
                                                                                             Request to change siteminder protected directory
RM10869012      3/1/11        3/10/11        3/10/11         8       7.00 work in progress   to / from /transfer                                       6        3         1
RM10869023      3/1/11         3/5/11         3/5/11         3       2.00 work in progress   Urgent class request                                      2        1         0
                                                                                             Request to change siteminder protected directory
RM10869001      3/2/11        3/15/11        3/18/11     15         15.00 work in progress   to / from /transfer                                      10        5         2
RM10869077      3/2/11         3/6/11         3/6/11      3          3.00 work in progress   Urgent class request                                      2        1         0
RM10869097      3/2/11         3/6/11         3/6/11      3          3.00 work in progress   Urgent class request                                      2        1         0
WIP Limit 6    WIP Limit 3
     Backlog          Ready     In Progress     Customer
                                               Acceptance
RM10866656     RM10867477     RM10869023      RM10864590
RM10866934
               RM10869012     RM10839292      RM10818090
RM10869001
               RM10864079     RM10867039
                                              RM10846983
               RM10866148

               RM10856644

               RM10866148




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




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




                March 3rd 2011
RESULTS
• Standard flow
• Self Managed teams
• Clear priority system
• Reduced time to market
• Predictability – Trust –
  Customer Satisfaction
How do we coordinate several
 groups?
• Each Service will have tasks for one
  or multiple groups.
• Each task will have an SLA.
• Each group will use the color coding
  system to prioritize work towards a
  common Service due date (see
 example).
WIP Limit 6    WIP Limit 3
        Backlog          Ready     In Progress       Customer
                                                    Acceptance
 RM10864088
                                    Request RM10864079 has 3
 RM10864079-1                        tasks that go to 3 separate
                                                         groups.
                                     Based on the Service SLA,
                                     each group will have a sub
RM10864079-2                                    SLA for its task.
 RM10864099



                                     If there are dependencies,
                                   the Queue Manager will not
RM10864079-3                       designate his task as ready
                                      until work on the previous
 RM10867039
                                             task is in Customer
RM108640192                                           Acceptance

     Use the same principles to coordinate between teams
WIP Limit 6    WIP Limit 3
        Backlog          Ready     In Progress    Customer
                                                 Acceptance
 RM10864088

RM10864079-1



RM10864079-2
 RM10864099




                  RM10864079-3
 RM10867039
RM108640192
WIP Limit 6    WIP Limit 3
       Backlog           Ready     In Progress     Customer
                                                  Acceptance
RM10864088

                 RM10864079-1



                 RM10864079-2
RM10864099




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


                                  RM10864079-1



                                 RM10864079-2
RM10864099




                                                     RM10864079-3
RM10867039
RM108640192
We gained even more


• Management oversight for
  coordination was reduced.
• Increase cross team
  collaboration.
• Increased transparency.
• Reduced Complexity and
  Operating costs.
RESULTS
•   Standard flow
•   Self Managed teams
•   Clear priority system
•   Reduced time to market
•   Management oversight for coordination was reduced.
•   Increase cross team collaboration.
•   Reduced Complexity and Operating costs.

          Predictability
              Trust
      Customer Satisfaction
Questions?
Frequently Asked Questions
• What if the customer does not approve?
  – Requests not approved by the customer will go
    back to the queue with priority Red and flow
    through the process again.
• Why do we need Ready queue?
  – In order to ensure that work flows through
    the process, we need to ensure that all
    information is available to the technical staff.
    The ready queue is for work ready to be
    processed and all information is available
Frequently Asked Questions
• How do we ensure that Green tickets will
  be done on time?
  – The color of the ticket will change with time. If
    we penetrate the buffer and the ticket becomes
    yellow or red, it will automatically move up on
    the priority list
• What about super urgent work such as
  incidents?
  – Incidents might need to be a separate class of
    service. Prioritization of incidents might be
    based on Severity and not by due date
Frequently Asked Questions
• How do we find the right SLA?
  – Too many green – SLA too big
  – Too many Red – SLA too short
For Additional Information

        tal@agilesparks.com
        talaviv@hotmail.com
Thank you
About the Speaker                            Tal Aviv/Ovadia




      http://il.linkedin.com/pub/tal-ovadia/2/76/586




        Blog: Duckmanagement.blogspot.com
Appendix
Cleaning up
• Phases of LEAN 5S
  – 1.1 Sorting (Seiri)
  – 1.2 Straightening or setting in order / stabilize
    (Seiton)
  – 1.3 Sweeping or shining or cleanliness /
    systematic cleaning (Seiso)
  – 1.4 Standardizing (Seiketsu)
  – 1.5 Sustaining the discipline or self-discipline
    (Shitsuke)

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Tal Aviv - Breaking the vicious cycle in IT Operations using an Agile/Kanban recipe

  • 1. Breaking the Vicious Cycle in IT Operations using an Agile/Kanban Recipe Tal Aviv tal@AgileSparks.com Talaviv@hotmail.com
  • 2. A little bit of history: Where are we today and how did we get here? FORCES THAT SHAPE IT SERVICES
  • 3. Growing Pains – How did we get here? • Organizations started with a single Person IT department. • Growth led to increased IT needs. • Growth led to Complexity. • Complexity led to splitting IT into specialized groups. • Pressure for Cost cutting led to off shoring and out sourcing.
  • 4. Customer Local Optima is The organization is satisfaction goes encouraged less flexible down while costs go up Matrices created for group performance Service Delivery Additional rules and Managers are Proj mgr added for procedures are brought on board to coordination created coordinate Cust/IT between groups Pressure to increase efficiency Quality of Service is Delivery time is reduced missed IT groups take longer to respond Coordination between team is more complicated IT’s Current Communication with remote team is more Each team is specialized in it own Reality Tree complicated area Use specialized Use less expensive teams to gain resources Outsource IT groups economy of scale Cut IT expenses Market forces People are the most IT is not a profit demand cut in IT expensive resource center expenditure Complexity in IT Additional IT grows Resources needed IT Dept growth IT Is Expensive Organization growth
  • 5. Current State - Impact on Users Confusion Delays Management intervention
  • 6. Current State - Impact on Users Users feel that Quality of service goes down due to: Delays. Missed due dates. System complexity complexity. Total System unpredictability
  • 7. Current State - Impact on IT Groups Work in FIFO mode (unless work is expedited). Constant expediting led to conflicting demands. Conflicting demands led to heavy multi tasking tasking.
  • 8. Current State - Impact on IT Groups Specialized groups caused “silos” and local measurements. Specialized teams led to complex coordination. Complex Coordination led to more management oversight.
  • 9. Current State - Impact on IT Groups Longer SLA in order to ensure work is completed in the time promised. short “touch time” VS. Long “wait time”.
  • 10. Current State - Impact on IT Groups Complexity leads to increase in operating costs.
  • 11. Example How can we break the cycle?
  • 12. March 1st Req. Date < SLA Real life problems Requested Projected RM Number Opened Date Due Date End Date Status Brief Description RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application-- RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for Aprimo RM10823279 RM10780366 1/14/11 11/23/10 1/31/11 11/30/10 1/31/11work in progress 12/7/10work in progress Due Date missed New GlobalScape FTP Site create globalscape ssh private key RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects Due Date missed 2/15/11 RM10854853 2/14/11 2/18/11work in progress Group Members in Identity Manager RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwords RM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM app RM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for Casting RM10828286 1/20/11 2/22/11 2/22/11work in progress Factory website RM10830017 1/21/11 1/24/11 2/11/11work in progress Req. Date < SLA SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS users RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with RM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metrics RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers Siteminder installation for new Windows 2008 server RM10814291 1/6/11 1/14/11 1/27/11pending (.net) Install Siteminder agent for new Cognos 10 Tm1 for RM10819539 1/11/11 1/14/11 2/1/11pending Req. Stuck in Queue deployment on iis webservers. Reverse Proxy Siteminder setup request for RM10842520 Progress even though Work in 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 we have lots of time RM10864079 2/23/11 2/25/11 3/16/11work in progress server (.net) RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for Aprimo RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev Request to change siteminder protected directory to / RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer
  • 13. Requested Date before SLA Date Requested Projected RM Number Opened Date Due Date End Date Status Brief Description RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application-- RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for Aprimo RM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP Site RM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private key RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects RM10854853 2/14/11 2/15/11 2/18/11work in progress Group Members in Identity Manager RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwords RM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM app RM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for Casting RM10828286 1/20/11 2/22/11 2/22/11work in progress Factory website RM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS users RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with RM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metrics RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers Siteminder installation for new Windows 2008 server RM10814291 1/6/11 1/14/11 1/27/11pending (.net) Install Siteminder agent for new Cognos 10 Tm1 for RM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers. Reverse Proxy Siteminder setup request for RM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 no correlation between requested date RM10864079 RM10866148 2/23/11 2/24/11 2/25/11 3/2/11 3/16/11work in progress 3/17/11work in progress server (.net) Setup new Site Minder for new application for Aprimo RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev to the projected date RM10866934 2/25/11 2/28/11 3/18/11work in progress Request to change siteminder protected directory to / from /transfer
  • 14. WHERE DO WE START?
  • 15. Define Services and SLA Service Is a user story that define the action from the point of view of the user and has a definition of done.
  • 16. Define Services and SLA • No request will be allowed to enter the queue with requested date less then SLA date. • Special emergencies will be allowed only by approval from queue manager • Separate Requests from Incidents
  • 17. Define Services and SLA – Why? Predictability Leads to Trust Users will know exactly what they get and when they are going to get it.
  • 18. Missed Due Date Requested Projected End RM Number Opened Date Due Date Date Status Brief Description RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application-- RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for Aprimo RM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP Site RM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private key RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects Group RM10854853 2/14/11 2/15/11 2/18/11work in progress Members in Identity Manager Many requests still miss RM10856644 RM10864590 RM10867477 2/15/11 2/23/11 2/25/11 2/17/11 3/2/11 3/2/11 2/17/11work in progress 3/2/11work in progress 3/10/11work in progress DCL West Coast Office needs abiltiy to reset passwords IDM Access for STORM app Create new OU in EC for MetaData/Storm Requesting siteminder authentication for Casting Factory their projected end date RM10828286 RM10830017 1/20/11 1/21/11 2/22/11 1/24/11 2/22/11work in progress 2/11/11work in progress website SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS users RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with playtest RM10846983 2/7/11 2/11/11 2/28/11work in progress metrics RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers RM10814291 1/6/11 1/14/11 1/27/11pending Siteminder installation for new Windows 2008 server (.net) Install Siteminder agent for new Cognos 10 Tm1 for RM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers. Reverse Proxy Siteminder setup request for RM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 server RM10864079 2/23/11 2/25/11 3/16/11work in progress (.net) RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for Aprimo RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev Request to change siteminder protected directory to / RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer
  • 19. Establish flow based on Prioritization and coordination scheme Is everyone on the same page? What is urgent? WHAT IS NEXT? Did we miss Is anything stuck? anything?
  • 20. What do we want? • Self managed teams • Reduced Multitasking • Focus • Increase flow
  • 21. Rules of the game Simple and to the point • Limit the WIP – No work can become work in progress if there are X number of requests in the queue. • SLA is published • Requests should be processed by SLA time.
  • 22. Rules of the game Establish Priority System Due Date is King ! Subordinate priority decisions to the Due Date
  • 23. Rules of the game Establish Priority Visual System • Requests will be color coded (for example): – Green – More then 66% of time is available – Yellow – Between 10% - 66% of time is available – Red – Less then 10% of time is available – We are at risk of missing due date
  • 24. Rules of the game Establish Visual Priority System Requests that missed their due date will be color coded in BLACK – Each Black request will be prioritized case by case. – Usually Black requests will either be prioritized or due date will be renegotiated.
  • 25. Opened Projected March 1st 2011 Green Yellow Red RM Number Date Req. Date Date SLA 3/1/2011Status Brief Description Level Level Level RM10818090 1/10/11 2/7/11 2/21/11 41 -8.00work in progress Add port 443 to efs.disney.com 27 14 4 corp-pc-reverse Proxy request- for Rostr RM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progress application-- 27 14 4 RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress SetPlentyreverse proxy forfor up external of time Aprimo 27 14 4 RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00work in progress New GlobalScape FTP Request Green Site 11 5 2 RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00work in progress create globalscape ssh private key 9 4 1 New GlobalScape ftp site for sftp with external RM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progress vendor. 9 4 1 Add Theresa Gallo GALLT001 to Business Objects Yellow2/14/11 are RM10854853 Req. 2/15/11 2/18/11 3 -10.88work in progress Group Members in Identity Manager 2 1 0 DCL West Coast Office needs abiltiy to reset 2/15/11 next RM10856644 2/17/11 2/17/11 1 -12.00work in progress Red Request, Deal passwords 1 0 0 RM10864590 2/23/11 3/2/11 3/2/11 6 1.00work in progress IDM Access for STORM app 4 2 1 RM10867477 2/25/11 3/2/11 3/10/11 12 9.00work in progress with it NOW ! Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for Casting RM10828286 1/20/11 2/22/11 2/22/11 32 -7.00work in progress Factory website 21 11 3 RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00work in progress BLACK Request will be dealt SETUP SITEMIDER TO DI WEB SERVER13 Need access to database to authenticate EISS users 7 2 RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00work in progress with case by case basis through their HUB ID and PWD 14 dis/pc/siteminder - requesting integration with 7 2 RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00work in progress playtest metrics 13 7 2 RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00work in progress Gate New Siebel Development and Test Servers 18 9 3 Siteminder installation for new Windows 2008 RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00pending Pending Request might need to 7 server (.net) 14 Install Siteminder agent for new Cognos 10 Tm1 for 2 RM10819539 Due date is King, all 2/1/11 1/11/11 1/14/11 20 -28.00pending get back into queue 7 deployment on iis webservers. 13 Reverse Proxy Siteminder setup request for 2 RM10842520 priority2/2/11 2/18/11 are decisions 2/23/11 20 -6.00pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 13 7 2 RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progress server (.net) 14 7 2 subordinated to the due Setup new Site Minder for new application for RM10866148 2/24/11 RM10866656 date! 3/11/11 3/17/11 2/25/11 3/2/11 3/18/11 20 20 16.00work in progress 17.00work in progress Aprimo DCP - add siteminder to PDL Dev 13 14 7 7 2 2 Request to change siteminder protected directory RM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progress to / from /transfer 13 7 2 Color Coded Priority System
  • 26. Visual Management - Cleaning up • Visual Simplicity is the key for self management. • You cant improve if you cant see. • Start by cleaning up!
  • 27. First, Clean Up the Queue • Some of the Old work was removed • New Due Date negotiated for some of the Black requests • 2 Opened Req. Date Projected SLA are approvedBrief Description priority Black requests 3/1/2011 Status RM Number Date Date to be Green Yellow Level 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 Cleaning up the mess RM10839292 1/31/11 RM10863474 2/22/11 2/8/11 3/4/11 3/14/11 41 4/5/11 41 corp-pc-reverse Proxy request- for Rostr 13.00 work in progress application-- 35.00 work in progress Set up external reverse proxy for Aprimo 27 27 14 14 4 4 New GlobalScape ftp site for sftp with makes it easier for the team RM10867039 2/25/11 RM10856644 2/15/11 3/11/11 2/17/11 3/11/11 13 3/17/11 29 10.00 work in progress external vendor. DCL West Coast Office needs abiltiy to reset 16.00 work in progress passwords 9 19 4 10 1 3 member to understand RM10864590 2/23/11 RM10867477 2/25/11 3/2/11 3/2/11 3/2/11 6 3/10/11 12 1.00 work in progress IDM Access for STORM app 9.00 work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for 4 8 2 4 1 1 RM10828286 1/20/11 2/22/11 3/22/11 60 21.00 work in progress Casting Factory website 40 20 6 what he/she needs to work RM10842863 2/3/11 2/11/11 3/24/11 49 Need access to database to authenticate 23.00 work in progress EISS users through their HUB ID and PWD dis/pc/siteminder - requesting integration 32 16 5 RM10846983 2/7/11 RM10864079 2/23/11 on2/11/11 2/25/11 2/28/11 20 3/16/11 20 -1.00 work in progress with playtest metrics Siteminder QA installation for new Windows 15.00 work in progress 2008 server (.net) 13 14 7 7 2 2 Setup new Site Minder for new application RM10866148 2/24/11 3/2/11 3/17/11 20 16.00 work in progress 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 Request to change siteminder protected RM10866934 2/25/11 2/28/11 3/18/11 20 17.00 work in progress directory to / from /transfer 13 7 2
  • 28. Visualize the work , establish flow Kanban
  • 29. Visualize the work - Kanban • Queue manager transfer request from Service Center to Kanban board based on color priority • Team members pull work based on order • WIP limit is strictly enforced
  • 30. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864079 RM10864590 RM10866148 RM10818090 Use Kanban RM10856644 RM10846983 Board for Visual RM10866148 RM10839292 Self RM10866656 RM10866934 RM10867039 Management Definitions Queue Manager to Item pulled All open Item that was work ensure that no by a team requests waiting completed and information is member and to be processed moved to customer missing from is being for approval. the request worked on. before entering ready state
  • 31. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864079 RM10864590 Top 3 requests from RM10866148 the ready queue are RM10818090 pulled in to work in RM10856644 progress RM10846983 RM10866148 RM10839292 RM10866656 RM10867039 RM10866934 RM10867477 March 1st 2011 Tech Team Pull work while keeping WIP Limits
  • 32. The Next Day – March 2nd • The Red request and 2 black are completed • 3 New requests came in Opened Projected Green Yellow Red RM Number Date Req. Date Date SLA 3/2/2011 Status Brief Description Level Level Level corp-pc-reverse Proxy request- for Rostr RM10839292 1/31/11 2/8/11 3/14/11 41 12.00 work in progress application-- 27 14 4 RM10863474 2/22/11 3/4/11 4/5/11 41 34.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 New GlobalScape ftp site for sftp with RM10867039 2/25/11 3/11/11 3/11/11 13 9.00 work in progress external vendor. 9 4 1 DCL West Coast Office needs abiltiy to reset RM10856644 2/15/11 2/17/11 3/17/11 29 15.00 work in progress passwords 19 10 3 RM10867477 2/25/11 3/2/11 3/10/11 12 8.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for RM10828286 1/20/11 2/22/11 3/22/11 60 20.00 work in progress Casting Factory website 40 20 6 Need access to database to authenticate EISS RM10842863 2/3/11 2/11/11 3/24/11 49 22.00 work in progress users through their HUB ID and PWD 32 16 5 Siteminder QA installation for new Windows RM10864079 2/23/11 2/25/11 3/16/11 20 14.00 work in progress 2008 server (.net) 14 7 2 Setup new Site Minder for new application RM10866148 2/24/11 3/2/11 3/17/11 20 15.00 work in progress for Aprimo 13 7 2 RM10866656 2/25/11 3/11/11 3/18/11 20 16.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protected RM10866934 2/25/11 2/28/11 3/18/11 20 16.00 work in progress directory to / from /transfer 13 7 2 Request to change siteminder protected RM10869001 3/1/11 3/15/11 3/18/11 16 16.00 work in progress directory to / from /transfer 11 5 2 Request to change siteminder protected RM10869012 3/1/11 3/10/11 3/10/11 8 8.00 work in progress directory to / from /transfer 6 3 1 RM10869023 3/1/11 3/5/11 3/5/11 3 3.00 work in progress Urgent class request 2 1 0
  • 33. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864079 RM10864590 RM10866148 RM10818090 RM10856644 RM10846983 RM10866148 RM10839292 RM10866656 RM10867039 RM10866934 RM10867477 March 2nd 2011 RM10869023 RM10869012 RM10869001
  • 34. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864079 RM10864590 RM10866148 RM10818090 RM10856644 RM10846983 RM10866148 RM10839292 RM10866656 RM10867039 RM10866934 RM10867477 As work is being RM10869023 completed, new work can RM10869012 flow into the queues, based on color priority RM10869001 March 2nd 2011
  • 35. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869023 RM10864590 RM10866148 RM10839292 RM10818090 RM10856644 RM10867039 RM10846983 RM10866148 RM10867477 RM10866656 RM10869012 RM10866934 RM10864079 RM10869001 March 2nd 2011
  • 36. March 3rd • 2 urgent requests came in Opened Projected Green Yellow Red RM Number Date Req. Date Date SLA 3/3/2011 Status Brief Description Level Level Level corp-pc-reverse Proxy request- for Rostr RM10839292 1/31/11 2/8/11 3/14/11 41 11.00 work in progress application-- 27 14 4 RM10863474 2/22/11 3/4/11 4/5/11 41 33.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 New GlobalScape ftp site for sftp with external RM10867039 2/25/11 3/11/11 3/11/11 13 8.00 work in progress vendor. 9 4 1 DCL West Coast Office needs abiltiy to reset RM10856644 2/15/11 2/17/11 3/17/11 29 14.00 work in progress passwords 19 10 3 RM10867477 2/25/11 3/2/11 3/10/11 12 7.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for Casting RM10828286 1/20/11 2/22/11 3/22/11 60 19.00 work in progress Factory website 40 20 6 Need access to database to authenticate EISS users RM10842863 2/3/11 2/11/11 3/24/11 49 21.00 work in progress through their HUB ID and PWD 32 16 5 Siteminder QA installation for new Windows 2008 RM10864079 2/23/11 2/25/11 3/16/11 20 13.00 work in progress server (.net) 14 7 2 Setup new Site Minder for new application for RM10866148 2/24/11 3/2/11 3/17/11 20 14.00 work in progress Aprimo 13 7 2 RM10866656 2/25/11 3/11/11 3/18/11 20 15.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protected directory RM10866934 2/25/11 2/28/11 3/18/11 20 15.00 work in progress to / from /transfer 13 7 2 Request to change siteminder protected directory RM10869001 3/1/11 3/15/11 3/18/11 16 15.00 work in progress to / from /transfer 11 5 2 Request to change siteminder protected directory RM10869012 3/1/11 3/10/11 3/10/11 8 7.00 work in progress to / from /transfer 6 3 1 RM10869023 3/1/11 3/5/11 3/5/11 3 2.00 work in progress Urgent class request 2 1 0 Request to change siteminder protected directory RM10869001 3/2/11 3/15/11 3/18/11 15 15.00 work in progress to / from /transfer 10 5 2 RM10869077 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0 RM10869097 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0
  • 37. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10866656 RM10867477 RM10869023 RM10864590 RM10866934 RM10869012 RM10839292 RM10818090 RM10869001 RM10864079 RM10867039 RM10846983 RM10866148 RM10856644 RM10866148 March 3rd 2011 RM10869077 RM10869097 Color system keeps it simple RM10869101
  • 38. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869077 RM10867477 RM10869023 RM10864590 RM10869097 RM10869012 RM10839292 RM10818090 RM10864079 RM10867039 RM10846983 RM10866656 RM10866148 RM10866934 RM10856644 RM10869001 RM10866148 RM10869101 March 3rd 2011
  • 39. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869077 RM10839292 RM10864590 RM10869097 RM10869012 RM10867039 RM10818090 RM10864079 RM10867477 RM10846983 RM10866656 RM10866148 RM10869023 RM10866934 RM10856644 RM10869001 RM10866148 RM10869101 March 3rd 2011
  • 40. RESULTS • Standard flow • Self Managed teams • Clear priority system • Reduced time to market • Predictability – Trust – Customer Satisfaction
  • 41. How do we coordinate several groups? • Each Service will have tasks for one or multiple groups. • Each task will have an SLA. • Each group will use the color coding system to prioritize work towards a common Service due date (see example).
  • 42. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 Request RM10864079 has 3 RM10864079-1 tasks that go to 3 separate groups. Based on the Service SLA, each group will have a sub RM10864079-2 SLA for its task. RM10864099 If there are dependencies, the Queue Manager will not RM10864079-3 designate his task as ready until work on the previous RM10867039 task is in Customer RM108640192 Acceptance Use the same principles to coordinate between teams
  • 43. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 RM10864079-1 RM10864079-2 RM10864099 RM10864079-3 RM10867039 RM108640192
  • 44. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 RM10864079-1 RM10864079-2 RM10864099 RM10864079-3 RM10867039 RM108640192
  • 45. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Color of task might have Acceptance RM10864088 changed while in the works RM10864079-1 RM10864079-2 RM10864099 RM10864079-3 RM10867039 RM108640192
  • 46. We gained even more • Management oversight for coordination was reduced. • Increase cross team collaboration. • Increased transparency. • Reduced Complexity and Operating costs.
  • 47. RESULTS • Standard flow • Self Managed teams • Clear priority system • Reduced time to market • Management oversight for coordination was reduced. • Increase cross team collaboration. • Reduced Complexity and Operating costs. Predictability Trust Customer Satisfaction
  • 49. Frequently Asked Questions • What if the customer does not approve? – Requests not approved by the customer will go back to the queue with priority Red and flow through the process again. • Why do we need Ready queue? – In order to ensure that work flows through the process, we need to ensure that all information is available to the technical staff. The ready queue is for work ready to be processed and all information is available
  • 50. Frequently Asked Questions • How do we ensure that Green tickets will be done on time? – The color of the ticket will change with time. If we penetrate the buffer and the ticket becomes yellow or red, it will automatically move up on the priority list • What about super urgent work such as incidents? – Incidents might need to be a separate class of service. Prioritization of incidents might be based on Severity and not by due date
  • 51. Frequently Asked Questions • How do we find the right SLA? – Too many green – SLA too big – Too many Red – SLA too short
  • 52. For Additional Information tal@agilesparks.com talaviv@hotmail.com
  • 54. About the Speaker Tal Aviv/Ovadia http://il.linkedin.com/pub/tal-ovadia/2/76/586 Blog: Duckmanagement.blogspot.com
  • 56. Cleaning up • Phases of LEAN 5S – 1.1 Sorting (Seiri) – 1.2 Straightening or setting in order / stabilize (Seiton) – 1.3 Sweeping or shining or cleanliness / systematic cleaning (Seiso) – 1.4 Standardizing (Seiketsu) – 1.5 Sustaining the discipline or self-discipline (Shitsuke)