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The ability to see details of the service operations in a transparent way is one of the essential parts of being agile.
At the same time, too much detail hides the big picture. It takes increasingly more energy to see one as services spread over different channels, and reaction times are expected to get lower and lower.
But without the big picture steering the organisation is extremely hard. The challenge is to see operations as a whole, and seeing their details at the same time. Without some kind of a structured approach it seems to be a challenging, if not impossible, task.
In this presentation, you will find the ways to deal with the problem: keep and expand agile operations, and maintain a steady overview of the whole at the same time. It has practical advice on dealing with typical problems, and guidelines on customising the ideas to your own environment.
This talk was given at ITx 2016 in Wellington, New Zealand, for IT Service Management Forum.