TFT13 - Ian Jones, Leading ITSM using Agile

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TFT presentations Tomorrow's IT Service Future Today

Organisations continue to face and generate change at a rapid pace and ITSM teams are required not only to maintain pace but lead innovation. This presentation is a case study in the adoption of one Agile Methodology - Scrum - to lead Suncorp’s IT Service Improvement Plan, which later resulted in Suncorp winning the ITSMF Australia Innovation of the Year Award in 2012. The presentation will outline the basic implementation activities, benefits realised and lessons learnt. Agile practices such as the Product Backlog, Stand-ups, Social Contract, Big Visual Charts and Retrospectives are presented in such a way that ITSM managers and team leaders can adopt them to successfully pursue their various Service Improvement Plans in a dynamic business environment. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

Business Technologie

Leading ITSM using Agile
Ian Jones
IT Service Management Team Leader
Suncorp Business Services

Outcomes
Suncorp Business Services
• Brief overview of Agile’s Scrum methodology
• A case study of adopting Agile in ITSM & Operations
• Show how Agile enhances
• team work,
• collaboration and
• continuous improvement
• Reference material for further research

Introduction to the case study
Suncorp Business Services
Suncorp: 16,000 staff including BT staff across
Brisbane, Sydney, Melbourne, Auckland.
Suncorp IT Service Management team:
 12 staff, Brisbane based.
 Coordinate Incident, Critical Incident, Problem,
Change and Configuration Management
services.
 Challenges appeared from 5 perspectives

What is Agile?
Suncorp Business Services
a group of software development
methodologies based on iterative and
incremental development where requirements
and solutions evolve through collaboration
between self-organising, cross-functional
teams.

Agile vs Waterfall
Suncorp Business Services

What is Agile?
Manifesto &
Values
PrinciplesPractices

Agile values
Suncorp Business Services
Individuals and interactions over processes and tools
Working software over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan

Social Contract
• A set of rules the team agrees to
• Above and beyond their normal roles and responsibilities
• Focus on how the team will behave and interact
• Can differ from team and team, project to project
• Example statements
– be on time to meetings and keep meetings short,
– ask someone who knows rather than struggle on our own,
– all be responsible for keeping the cards up to date,
– won’t be rude, dismissive or condescending,
– won’t blame someone else

Suncorp Business Services
Features or Stories:
Feature: one of more stories
Story: smallest unit of work
Types of ITSM Features/Stories:
Planned (CSI, BAU)
Unplanned (major incidents, problems)
Sizing
Hours of effort (1 hr, 4 hrs, 8 hrs)
Scales:
Fibonacci (1,2,3,5,8) or (1,2,4,8)
Tee shirt sizes (S, M, L, XL and XXL)

Suncorp Business Services
Let’s play
Planning
Poker!
1 2
4 8
As an application support team,
I need 10 new RFC templates,
So that my team raises RFCs
consistently for our services.
2
2
4
Interpretations
Assumptions
Risks
Fixed period of time
(e.g. 1 – 4 weeks),
Start & end dates are fixed,
Stories must be complete,
Quality cannot suffer,
Scope is flexible.

Suncorp Business Services
What I did yesterday was …
What I will do today is ….
The blockers I am facing are ….

Suncorp Business Services
To Do In Progress Done
Story 01
Story 02
Story 03
Story 01Story 02
Story 03
Story 04 Story 02

Tools
Suncorp Business Services
ITSM
system
Applications
Defect & Request
system

Burndown
Suncorp Business Services
ITSM Burndown
0
10
20
30
40
50
60
70
80
90
100
9 8 7 6 5 4 3 2 1 0
Days Remaining
Points
Projected Actual

Suncorp Business Services
• Held on the last day of the sprint
• Team review of the sprint
– What went well
– What didn’t go well
– What still puzzles me
• Corrective actions/Ideas are fed
back into Product Backlog
Sprint retrospectives

Agile vs Waterfall – ITSM tool upgrade
Suncorp Business Services
DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
V
a
l
u
e
Waterfall Agile - Suggested Agile - ITSM Actual

Further research
Suncorp Business Services
• YouTube: Intro to Scrum in under 10 minutes
(old and new versions)
• Web: Scrum diagram from
http://www.agileforall.com/intro-to-agile/
• Book: Succeeding with Agile, Mike Cohn, Addison-
Wesley, 2011
Email: ian.jones@suncorp.com.au
jonesyianau

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TFT13 - Ian Jones, Leading ITSM using Agile

2. Leading ITSM using Agile Ian Jones IT Service Management Team Leader Suncorp Business Services

3. Outcomes Suncorp Business Services • Brief overview of Agile’s Scrum methodology • A case study of adopting Agile in ITSM & Operations • Show how Agile enhances • team work, • collaboration and • continuous improvement • Reference material for further research

5. Suncorp Business Services

6. Introduction to the case study Suncorp Business Services Suncorp: 16,000 staff including BT staff across Brisbane, Sydney, Melbourne, Auckland. Suncorp IT Service Management team:  12 staff, Brisbane based.  Coordinate Incident, Critical Incident, Problem, Change and Configuration Management services.  Challenges appeared from 5 perspectives

7. Suncorp Business Services

8. What is Agile? Suncorp Business Services a group of software development methodologies based on iterative and incremental development where requirements and solutions evolve through collaboration between self-organising, cross-functional teams.

9. Agile vs Waterfall Suncorp Business Services

10. Agile vs Waterfall Suncorp Business Services

11. What is Agile? Manifesto & Values PrinciplesPractices

12. Agile values Suncorp Business Services Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan

13. Social Contract • A set of rules the team agrees to • Above and beyond their normal roles and responsibilities • Focus on how the team will behave and interact • Can differ from team and team, project to project • Example statements – be on time to meetings and keep meetings short, – ask someone who knows rather than struggle on our own, – all be responsible for keeping the cards up to date, – won’t be rude, dismissive or condescending, – won’t blame someone else

14. Suncorp Business Services

15. Suncorp Business Services Features or Stories: Feature: one of more stories Story: smallest unit of work Types of ITSM Features/Stories: Planned (CSI, BAU) Unplanned (major incidents, problems) Sizing Hours of effort (1 hr, 4 hrs, 8 hrs) Scales: Fibonacci (1,2,3,5,8) or (1,2,4,8) Tee shirt sizes (S, M, L, XL and XXL)

16. Suncorp Business Services Let’s play Planning Poker! 1 2 4 8 As an application support team, I need 10 new RFC templates, So that my team raises RFCs consistently for our services. 2 2 4 Interpretations Assumptions Risks Fixed period of time (e.g. 1 – 4 weeks), Start & end dates are fixed, Stories must be complete, Quality cannot suffer, Scope is flexible.

17. Suncorp Business Services What I did yesterday was … What I will do today is …. The blockers I am facing are ….

18. Suncorp Business Services To Do In Progress Done Story 01 Story 02 Story 03 Story 01Story 02 Story 03 Story 04 Story 02

19. Tools Suncorp Business Services ITSM system Applications Defect & Request system

20. Burndown Suncorp Business Services ITSM Burndown 0 10 20 30 40 50 60 70 80 90 100 9 8 7 6 5 4 3 2 1 0 Days Remaining Points Projected Actual

21. Showcase Suncorp Business Services

22. Suncorp Business Services • Held on the last day of the sprint • Team review of the sprint – What went well – What didn’t go well – What still puzzles me • Corrective actions/Ideas are fed back into Product Backlog Sprint retrospectives

23. Suncorp Business Services

24. Continual Service Improvement

25. Agile vs Waterfall – ITSM tool upgrade Suncorp Business Services DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC V a l u e Waterfall Agile - Suggested Agile - ITSM Actual

26. Suncorp Business Services

27. Further research Suncorp Business Services • YouTube: Intro to Scrum in under 10 minutes (old and new versions) • Web: Scrum diagram from http://www.agileforall.com/intro-to-agile/ • Book: Succeeding with Agile, Mike Cohn, Addison- Wesley, 2011 Email: ian.jones@suncorp.com.au jonesyianau

TFT13 - Ian Jones, Leading ITSM using Agile

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TFT13 - Ian Jones, Leading ITSM using Agile