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Being Agile and Seeing Big Picture

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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.

Publié dans : Services
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Being Agile and Seeing Big Picture

  1. 1. being Agile and seeing the Alex Leonov alex@knowledgelab.nz @alexanderleonov
  2. 2. Agile Operations • granular • many data points • fast moving
  3. 3. Big Picture • multiple channels • portfolio of projects • strategic and tactical needs
  4. 4. The Challenge
  5. 5. 2 4 6 8 10 12 14 2 4 6 8 10 12 14 16 18 20 2 4 6 8 10 12 14 2 4 6 8 10 12 14 16 18 20 2 4 6 8 10 12 14 2 4 6 8 10 12 14 16 18 20 2 4 6 8 10 12 14 2 4 6 8 10 12 14 16 18 20 In this example statistics are the same for all 4 data sets: Mean of x Sample variance of x Mean of y Sample variance of y Correlation between x & y Linear regression line Now imagine taking action based on these statistics!
  6. 6. A WIZARD IS NEVER LATE TOO BAD YOU’RE NOT A WIZARD
  7. 7. The Challenge: be flexible and fast with attention to detail while keeping a perspective * and not collapsing of overload
  8. 8. The Solution (principles to follow)
  9. 9. 1. Traceability 2. Disintermediation 3. Realtime Feedback
  10. 10. 1. Traceability
  11. 11. All these are connected, and you can move seamlessly between the levels of detail, from Big Picture to my favourite cafe
  12. 12. 2. Disintermediation
  13. 13. Let’s imagine that parking is a problem (if you’ve been there on Saturday morning, you’d know it’s true anyway)
  14. 14. just 3 car parks at the entrance parking near shops in Ponsonby need more parking in Auckland build new CBD parking building will it help the original problem?
  15. 15. 3. Realtime Feedback
  16. 16. Just show the places to park to the visitors (on the website, in the booklet, etc.) – it’s a good and quick solution
  17. 17. 1. Traceability 2. Disintermediation 3. Realtime Feedback
  18. 18. be flexible and fast with attention to detail while keeping a perspective
  19. 19. Some Examples
  20. 20. One view for the Big Picture (perspective) which allows drilling down to any level of detail
  21. 21. Typical “service request” form that can scare even the most formidable users Notice that it only has one required field!
  22. 22. This is what the previous form should look like to make life easy for users, improve service levels, and bring about realtime feedback
  23. 23. Any major ITSM suite can show you relationships between tickets that enable traceability, drilling down, and perspectives Things like “blockers” can also help with realtime feedback
  24. 24. Typical Problems • weak signals lost due to aggregation • interpretation changes the message • too hard to use -> loopholes • too slow to change -> stagnation • incomprehensible from the outside • micromanagement
  25. 25. Implementation Tips • use familiar tools • ease of use over universality • react to exceptions quickly • don’t over-constrain or over-protect • no “why” – no “go” • experiment!
  26. 26. being Agile and seeing the Alex Leonov alex@knowledgelab.nz @alexanderleonov

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