SlideShare a Scribd company logo

Operation and Support using Agile

Download as PPTX, PDF
T
Tal Aviv

The document describes how an IT support center used Agile/Kanban principles to improve their operations. They broke work into user stories with SLAs, limited work in progress, and visualized workflow on a Kanban board. This increased transparency, reduced bottlenecks, and improved response time by focusing on the highest priority work.

Business
1 of 106
Downloaded 221 times
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
using an Agile/Kanban Recipe Tal Aviv tal@AgileSparks.com Talaviv@hotmail.com
Agenda • Introduction • Agile Overview • Agile and non-development groups • Example – The Agile Support center
About the Speaker Tal Aviv/Ovadia http://il.linkedin.com/pub/tal-aviv/2/76/586 Blog: Duckmanagement.blogspot.com
Who are we? • People from Development? Business? Operations? • People who know Agile? • People who know LEAN or TOC? • People who know ITIL?
What is Agile?
What is Agile? Key Principles • Agile is a process improvement methodology that focuses on: – Individuals and interactions over processes and tools – Working software over comprehensive documentation – Customer collaboration over contract negotiation – Responding to change over following a plan
Agile Basics - Key Principles Key Agile principles are: Focus on customer value – Employ business-driven prioritization of features. Iterative & Incremental Delivery –Create a flow of value to customers by “chunking” feature delivery into small increments. Intense Collaboration – Face-to-face communication via collocation, etc; diversified roles on integrated teams. Self Organization – Team members self-organize to fulfill a shared project vision. Continuous Improvement – Teams reflect, learn and adapt to change; work informs the plan.
Sprints, Stories and Signals
User Stories • User Stories: one or more sentences in the everyday or business language of the end user that captures what the user wants to achieve. • User stories are for the basis of what features that can be implemented. • Each user story is limited, so it fits on a small paper note card to ensure that it does not grow too large.
User Stories • Quick way of handling customer requirements without having to elaborate vast formalized requirement documents and without performing overloaded administrative tasks related to maintaining them. • The intention of the user story is to be able to respond faster and with less overhead to rapidly changing real-world requirements. As a user, I want to search for my customers by their first and last names.
Sprint • Sprints are made of user stories, have a fixed duration and a definition of Done. High { Each iteration implement the highest- Priority priority requirements Each new requirement is prioritized and added to the stack Requirements may be reprioritized at any time Requirements may be removed at any time Low Priority Requirements Copyright 2004 Scott W. Ambler
Signal – Kanban Board
Signal – Kanban Board • Kanban literally means “visual card,” “signboard,” or “billboard.” • Kanban cards limit excess work in progress • Kanban cards act as a form of “currency” representing how WIP is allowed in a system.
Identifying bottlenecks using Kanban
Lean Continuous Improvement Cycle Continuously improve in the pursuit of perfection Specify value in the eyes of 1) the customer Identify the value stream and 2) eliminate waste Make value flow at the “pull” 3) of the customer Involve and empower 4) employees Continuously improve in the 5) pursuit of perfection
Agile: A Lean Execution Engine Agile methods can be interpreted as a Lean approach to Operations, project Lean Principle / Practice Agile Principle / Practice management and execution. Kaizen Iteration Planning Sessions Continuous improvement Process & Project Reflections Kanban Product backlogs Information radiation and project transparency Iteration backlogs Daily Standups Burndown charts Project and quality sliders Automated test dashboards Setup reduction Automated builds Adaptability to rapid change Continuous integration Test-driven development Automated testing Takt time Iterative development cycles Delivery based on customer demand Incremental development Work cells Cross-functional teams Co-located resources for a given task Collaborative team environments Generalizing specialist roles Pair Programming
Lean Execution via Agile: The Mechanics Agile practices include: • Release Planning (1) (creates Product backlog) • Iteration Planning (2) (creates Iteration backlog) • Daily Standup • Fixed-length iterations and small releases • Feature Review (3) • Process Reflection (4) Identify top-priority items and deliver them early and often.
Why do we care? Agile is a methodology for development but it is not limited for development.
How would we Agile apply to operations?
Common Language • CNN NASA lost a 125 million Mars orbiter because a Lockheed Martin engineering team used English units of measurement while the agency’s team used the more conventional metric system for a key spacecraft operation, according to a review finding released Thursday. http://articles.cnn.com/1999-09-30/tech/9909_30_mars.metric.02_1_climate-orbiter- spacecraft-team-metric-system?_s=PM:TECH
Who is the customer? Operations and business development the customers of the development teams, but they are also the partners of the development team
Who is the customer? • Ops turn in request to High { Each iteration implement the highest- development team in Priority priority requirements stories format Each new requirement is – Bug reports prioritized and added to the stack – Enhancement Requirements may be requests reprioritized at any time – Improvement Requirements may be suggestions removed at any time • Product owner Low prioritize the stories Priority Requirements Copyright 2004 Scott W. Ambler • Work is added to back log.
Customer collaboration over contract negotiations Don't go to the contract every time there is an issue, collaborate with your customer.
Working software over comprehensive documentation • Get the system working. • Bugs and requests as user stories
Responding to change over working a plan • Stuff happens, deal with changes don't just stick to a plan that is no longer valid
Individual and interaction over process and tools • Get the right tools to the right people. • Kiss, sometimes a piece of paper is more useful than complicated tools
Self managing teams • Kanban Board • Pull • WIP limits • Due Date Priority system
Service – User story with SLA & Definition of done • Operations define services in the same manner as User Stories. • User stories have a description of what needs to be done and what is the definition of done. • Any service that is bigger than a user story will be broken down to parts.
IT Operations Support as an example
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. 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.
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 their projected end date Requesting siteminder authentication for Casting Factory RM10828286 1/20/11 2/22/11 2/22/11work in progress 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 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 What is urgent? same page? 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 Establish Priority System Due Date is King ! Subordinate priority decisions to the Due Date
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 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 Plenty of time for Set up external reverse proxy for 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 RM10866656 date! 3/11/11 3/17/11 2/24/11 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 Black requests are approved to be priority Opened Projected Green Yellow Red RM Number Date Req. Date Date SLA 3/1/2011 Status Brief Description Level Level 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 3/10/11 12 6 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 on 2/11/11 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
Setting up a simple Kanban system starts to focus the team on the cycle- time of delivered work and gives a way to detect and begin to resolve bottlenecks 57
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
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)
How to set up a Kanban board for development Jeff Patton AgileProductDesign.com jpatton@acm.org Download this presentation at: www.agileproductdesign.com/downloads/patton_kanban.ppt
1. Define a work process flow This simple process flow has the steps: elaboration & acceptance criteria.1 development.2 test.3 deployment.4 • Look at the typical flow for features, stories, or work packages and describe typical process steps 86
2. Lay out a visual Kanban board Place an expedite track above the main left to right queue Place “done and waiting” queues between each work queue (in this example they’re placed below) • Place a goals column on the left, then a waiting queue, the process steps, and a final “done” column to the right 87
3. Decide on limits for items in queue and work in progress This board uses painters tape to indicate available “slots” for work in progress • A good limit is a factor of the number of people in a role that can work on an item in a given process step. Start with number of people * 1.5 88
4. Place prioritized goals on the left column of the board Having goals visible: promotes focus • helps us prioritize• helps us manage feature scope & • requirements • A good goal describes the outcome we hope to achieve after software ships. Goals help keep focus on the larger outcome. 89
5. Start the board by placing stories or features in queue Product owners manage the waiting queue • Mark on the story or feature card the date it entered the queue. This begins our measurement of cycle time. 90
6. Move features through the process flow as work is completed • As the story enters the first process step, mark that date on the card. This is the start date. As it’s finished, mark that date on the card. This is the finish date. 91
7. Use the dates on the cards to calculate cycle time Cycle time = finish date – start date The average cycle time from the date the item enters the board is the wait time from this point in the queue • Use average cycle time to set wait times from different points on the board. Pay attention to flow and bottlenecks: relieving bottlenecks as quickly as possible. 92
Decreasing Lead Time Steven Borg (@stevenborg) Principal Consultant Northwest Cadence
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Decreasing Lead Time
Operation and Support using Agile
Little’s Law – “Two Minutes of Math”
Little’s Law – “Two Minutes of Math” • Delivery Rate = Work-in-Progress ÷ Lead Time implies Lead Time = Work-in-Progress ÷ Delivery Rate thus • WIP is a LEADING metric for Lead Time
Operation and Support using Agile

More Related Content

What's hot (20)

PPT
Waterfall vs agile approach scrum framework and best practices in software d...
Tayfun Bilsel
 
PPT
What Is Agile Scrum
Michael Bourque
 
PPT
Scrum In 15 Minutes
Srikanth Shreenivas
 
PPTX
Scrum
Balaji Sathram
 
PPT
Scrum in an hour
Giordano Scalzo
 
PPTX
Scrum Framework
Upekha Vandebona
 
PDF
Certified ScrumMaster Training
borisgloger consulting GmbH
 
PPTX
Definition of Done and Product Backlog refinement
Christian Vos
 
PDF
Agile Performance Metrics
ACM
 
PDF
Agile Transformation v1.27
LeadingAgile
 
PDF
Agile metrics
Sebastian Radics
 
PDF
Agile Simplified
Walaa Atef
 
PPTX
Agile Project Management
Abhishek Prasoon
 
PDF
Scrumban
Ajay Reddy
 
PPTX
SAFe SCRUMxp Overview
Rob Betcher
 
PDF
Scrum 101: Introduction to Scrum
Arrielle Mali
 
PPTX
A Day in the Life of a Scrum Master
Linda Podder
 
PPTX
Scrum framework
Rashmi Pathak
 
PPTX
Scaled Agile Framework (SAFe) Roles and Meetings
Rob Betcher
 
PDF
Scaled Agile Framework (SAFe) 4.5 Tutorial ...
David Rico
 
Waterfall vs agile approach scrum framework and best practices in software d...
Tayfun Bilsel
 
What Is Agile Scrum
Michael Bourque
 
Scrum In 15 Minutes
Srikanth Shreenivas
 
Scrum
Balaji Sathram
 
Scrum in an hour
Giordano Scalzo
 
Scrum Framework
Upekha Vandebona
 
Certified ScrumMaster Training
borisgloger consulting GmbH
 
Definition of Done and Product Backlog refinement
Christian Vos
 
Agile Performance Metrics
ACM
 
Agile Transformation v1.27
LeadingAgile
 
Agile metrics
Sebastian Radics
 
Agile Simplified
Walaa Atef
 
Agile Project Management
Abhishek Prasoon
 
Scrumban
Ajay Reddy
 
SAFe SCRUMxp Overview
Rob Betcher
 
Scrum 101: Introduction to Scrum
Arrielle Mali
 
A Day in the Life of a Scrum Master
Linda Podder
 
Scrum framework
Rashmi Pathak
 
Scaled Agile Framework (SAFe) Roles and Meetings
Rob Betcher
 
Scaled Agile Framework (SAFe) 4.5 Tutorial ...
David Rico
 

Viewers also liked (6)

PDF
Agile Operations or How to sleep better at night
Raimonds Simanovskis
 
PDF
A modern Kanban Board for Software Teams — Part 1 of "How to build the best S...
Blossom IO Inc.
 
PPTX
3 beliefs you need to let go to start your agile journey - Wildcard 2015
Antti Kirjavainen
 
PPTX
Batch is Back: Critical for Agile Application Adoption
DataWorks Summit/Hadoop Summit
 
PDF
Agile and Lean support and maintenance of IT Services and Information systems
Jaroslav Procházka
 
PDF
Agile Application Lifecycle Management (ALM)
Jurgen Appelo
 
Agile Operations or How to sleep better at night
Raimonds Simanovskis
 
A modern Kanban Board for Software Teams — Part 1 of "How to build the best S...
Blossom IO Inc.
 
3 beliefs you need to let go to start your agile journey - Wildcard 2015
Antti Kirjavainen
 
Batch is Back: Critical for Agile Application Adoption
DataWorks Summit/Hadoop Summit
 
Agile and Lean support and maintenance of IT Services and Information systems
Jaroslav Procházka
 
Agile Application Lifecycle Management (ALM)
Jurgen Appelo
 
Ad

Similar to Operation and Support using Agile (20)

PPT
Project Management Foundations Series Course 104 - Agile Project Management C...
Think For A Change
 
PDF
Lean & Agile Project Management: For Large Distributed Virtual Teams
David Rico
 
PDF
Agileproductdevelopmentandmanagement 120420040535-phpapp02
Cognizant
 
PDF
Agile product development and management
Ashwinee Kumar
 
PDF
Dollars and Dates are Killing Agile
Rally Software
 
PDF
Dollars and dates are killing agile final
drewz lin
 
PPTX
Agile marries itil
Mats Janemalm
 
PDF
How to live with agile - Aware in BugDay Bangkok 2012
Prathan Dansakulcharoenkit
 
PPTX
Transforming your sw development to agile
Anu Khendry,ACC,SAFe Aglst, PMI-ACP,CSPO,PMP
 
PDF
Intro Of Agile
Sam Hwang
 
PDF
Creating value using Agile Methods- Nanda Lankalapalli
India Scrum Enthusiasts Community
 
PDF
Agility With Care: Managing Requirements Change with Agility In A Regulated P...
Ken Wong
 
PDF
At2012 chennai lean_agile_krishnas
India Scrum Enthusiasts Community
 
PPTX
Lean Product Development at Discovery Communications: Methodology, Practices,...
Chris McFadden
 
PPTX
PMBoK and Scrum: can we be friends?
Silvana Wasitova, Scrum & Agile Coach
 
PDF
PMI Ireland Annual Conference 2012 - Agile First Steps
Colm O'hEocha
 
PPTX
Becoming Agile - Challenge the Traditional Thinking
AgileSparks
 
PDF
Get lean tutorial
Marty Haught
 
PDF
AT2012_Pune_UserStories_BhawanaGupta
India Scrum Enthusiasts Community
 
PDF
Discovery delivery 中国软件技术大会2011
Qiao Liang
 
Project Management Foundations Series Course 104 - Agile Project Management C...
Think For A Change
 
Lean & Agile Project Management: For Large Distributed Virtual Teams
David Rico
 
Agileproductdevelopmentandmanagement 120420040535-phpapp02
Cognizant
 
Agile product development and management
Ashwinee Kumar
 
Dollars and Dates are Killing Agile
Rally Software
 
Dollars and dates are killing agile final
drewz lin
 
Agile marries itil
Mats Janemalm
 
How to live with agile - Aware in BugDay Bangkok 2012
Prathan Dansakulcharoenkit
 
Transforming your sw development to agile
Anu Khendry,ACC,SAFe Aglst, PMI-ACP,CSPO,PMP
 
Intro Of Agile
Sam Hwang
 
Creating value using Agile Methods- Nanda Lankalapalli
India Scrum Enthusiasts Community
 
Agility With Care: Managing Requirements Change with Agility In A Regulated P...
Ken Wong
 
At2012 chennai lean_agile_krishnas
India Scrum Enthusiasts Community
 
Lean Product Development at Discovery Communications: Methodology, Practices,...
Chris McFadden
 
PMBoK and Scrum: can we be friends?
Silvana Wasitova, Scrum & Agile Coach
 
PMI Ireland Annual Conference 2012 - Agile First Steps
Colm O'hEocha
 
Becoming Agile - Challenge the Traditional Thinking
AgileSparks
 
Get lean tutorial
Marty Haught
 
AT2012_Pune_UserStories_BhawanaGupta
India Scrum Enthusiasts Community
 
Discovery delivery 中国软件技术大会2011
Qiao Liang
 
Ad

More from Tal Aviv (11)

PPTX
Improving Throughput - Server Refresh Program
Tal Aviv
 
PPTX
Kanban - Change Management
Tal Aviv
 
PPT
Meeting management
Tal Aviv
 
PPT
IT Operation using Agile
Tal Aviv
 
PPTX
IT Operations in Agile Israel April 11
Tal Aviv
 
PPT
Common problems with email
Tal Aviv
 
PPT
Speaking in front of an audience.
Tal Aviv
 
PPT
Cultural differences pt3
Tal Aviv
 
PPT
Cultural differences pt1 2
Tal Aviv
 
PPT
Cultural differences
Tal Aviv
 
PPT
Multitasking - The Good The Bad and The Ugly
Tal Aviv
 
Improving Throughput - Server Refresh Program
Tal Aviv
 
Kanban - Change Management
Tal Aviv
 
Meeting management
Tal Aviv
 
IT Operation using Agile
Tal Aviv
 
IT Operations in Agile Israel April 11
Tal Aviv
 
Common problems with email
Tal Aviv
 
Speaking in front of an audience.
Tal Aviv
 
Cultural differences pt3
Tal Aviv
 
Cultural differences pt1 2
Tal Aviv
 
Cultural differences
Tal Aviv
 
Multitasking - The Good The Bad and The Ugly
Tal Aviv
 

Recently uploaded (20)

PPTX
_IIML_Optimizing Energy Efficiency in Industrial Operations with GenAI_Team I...
rafinrowshan
 
PDF
ETT OUTLET One Token Endless Possibilities PDF
ettoutllet
 
PDF
Camil Institutional Presentation_Jun25.pdf
CAMILRI
 
PDF
Rostyslav Chayka: Управління командою за допомогою AI (UA)
Lviv Startup Club
 
PDF
Dr. Enrique Segura Ense Group - A Philanthropist And Entrepreneur
Dr. Enrique Segura Ense Group
 
PPTX
Why-Your-BPO-Startup-Must-Track-Attrition-from-Day-One.pptx.pptx
Orage technologies
 
PDF
Fire Sprinklers Market Trends & Growth 2034
Preeti Jha
 
PPTX
Drive Operational Excellence with Proven Continuous Improvement Strategies
Group50 Consulting
 
PDF
MSOL's corporate profile materials_______
Management Soluions co.,ltd.
 
PPTX
6 Critical Factors to Evaluate Before Starting a Retail Business
RUPAL AGARWAL
 
PPTX
Customer screenshots from Quark Publishing Platform
Gareth Oakes
 
PDF
LEWIONICS SCO Company Profile UAE JULY 2025
Natalie Lewes
 
PDF
Concept Topology in Architectural Build Addendum.pdf
Brij Consulting, LLC
 
PDF
Leadership Advisory & Branding powered by MECE, SCQA & 3P framework.pdf
Vipin Srivastava
 
PPTX
Revolutionizing Shopping: Voice Commerce in Retail and eCommerce
RUPAL AGARWAL
 
PDF
Stuart Frost - An Accomplished CEO
Stuart Frost
 
PDF
Blind Spots in Business: Unearthing Hidden Challenges in Today's Organizations
Crimson Business Consulting
 
PDF
Importance of Timely Renewal of Legal Entity Identifiers.pdf
MNS Credit Management Group Pvt. Ltd.
 
PDF
What is the Use of Six Flowers Oil Perfume?
Babalaj Eventures
 
PDF
Factors Influencing Demand For Plumbers In Toronto GTA:
Homestars
 
_IIML_Optimizing Energy Efficiency in Industrial Operations with GenAI_Team I...
rafinrowshan
 
ETT OUTLET One Token Endless Possibilities PDF
ettoutllet
 
Camil Institutional Presentation_Jun25.pdf
CAMILRI
 
Rostyslav Chayka: Управління командою за допомогою AI (UA)
Lviv Startup Club
 
Dr. Enrique Segura Ense Group - A Philanthropist And Entrepreneur
Dr. Enrique Segura Ense Group
 
Why-Your-BPO-Startup-Must-Track-Attrition-from-Day-One.pptx.pptx
Orage technologies
 
Fire Sprinklers Market Trends & Growth 2034
Preeti Jha
 
Drive Operational Excellence with Proven Continuous Improvement Strategies
Group50 Consulting
 
MSOL's corporate profile materials_______
Management Soluions co.,ltd.
 
6 Critical Factors to Evaluate Before Starting a Retail Business
RUPAL AGARWAL
 
Customer screenshots from Quark Publishing Platform
Gareth Oakes
 
LEWIONICS SCO Company Profile UAE JULY 2025
Natalie Lewes
 
Concept Topology in Architectural Build Addendum.pdf
Brij Consulting, LLC
 
Leadership Advisory & Branding powered by MECE, SCQA & 3P framework.pdf
Vipin Srivastava
 
Revolutionizing Shopping: Voice Commerce in Retail and eCommerce
RUPAL AGARWAL
 
Stuart Frost - An Accomplished CEO
Stuart Frost
 
Blind Spots in Business: Unearthing Hidden Challenges in Today's Organizations
Crimson Business Consulting
 
Importance of Timely Renewal of Legal Entity Identifiers.pdf
MNS Credit Management Group Pvt. Ltd.
 
What is the Use of Six Flowers Oil Perfume?
Babalaj Eventures
 
Factors Influencing Demand For Plumbers In Toronto GTA:
Homestars
 

Operation and Support using Agile

  • 2. Agenda • Introduction • Agile Overview • Agile and non-development groups • Example – The Agile Support center
  • 3. About the Speaker Tal Aviv/Ovadia http://il.linkedin.com/pub/tal-aviv/2/76/586 Blog: Duckmanagement.blogspot.com
  • 4. Who are we? • People from Development? Business? Operations? • People who know Agile? • People who know LEAN or TOC? • People who know ITIL?
  • 6. What is Agile? Key Principles • Agile is a process improvement methodology that focuses on: – Individuals and interactions over processes and tools – Working software over comprehensive documentation – Customer collaboration over contract negotiation – Responding to change over following a plan
  • 7. Agile Basics - Key Principles Key Agile principles are: Focus on customer value – Employ business-driven prioritization of features. Iterative & Incremental Delivery –Create a flow of value to customers by “chunking” feature delivery into small increments. Intense Collaboration – Face-to-face communication via collocation, etc; diversified roles on integrated teams. Self Organization – Team members self-organize to fulfill a shared project vision. Continuous Improvement – Teams reflect, learn and adapt to change; work informs the plan.
  • 9. User Stories • User Stories: one or more sentences in the everyday or business language of the end user that captures what the user wants to achieve. • User stories are for the basis of what features that can be implemented. • Each user story is limited, so it fits on a small paper note card to ensure that it does not grow too large.
  • 10. User Stories • Quick way of handling customer requirements without having to elaborate vast formalized requirement documents and without performing overloaded administrative tasks related to maintaining them. • The intention of the user story is to be able to respond faster and with less overhead to rapidly changing real-world requirements. As a user, I want to search for my customers by their first and last names.
  • 11. Sprint • Sprints are made of user stories, have a fixed duration and a definition of Done. High { Each iteration implement the highest- Priority priority requirements Each new requirement is prioritized and added to the stack Requirements may be reprioritized at any time Requirements may be removed at any time Low Priority Requirements Copyright 2004 Scott W. Ambler
  • 13. Signal – Kanban Board • Kanban literally means “visual card,” “signboard,” or “billboard.” • Kanban cards limit excess work in progress • Kanban cards act as a form of “currency” representing how WIP is allowed in a system.
  • 15. Lean Continuous Improvement Cycle Continuously improve in the pursuit of perfection Specify value in the eyes of 1) the customer Identify the value stream and 2) eliminate waste Make value flow at the “pull” 3) of the customer Involve and empower 4) employees Continuously improve in the 5) pursuit of perfection
  • 16. Agile: A Lean Execution Engine Agile methods can be interpreted as a Lean approach to Operations, project Lean Principle / Practice Agile Principle / Practice management and execution. Kaizen Iteration Planning Sessions Continuous improvement Process & Project Reflections Kanban Product backlogs Information radiation and project transparency Iteration backlogs Daily Standups Burndown charts Project and quality sliders Automated test dashboards Setup reduction Automated builds Adaptability to rapid change Continuous integration Test-driven development Automated testing Takt time Iterative development cycles Delivery based on customer demand Incremental development Work cells Cross-functional teams Co-located resources for a given task Collaborative team environments Generalizing specialist roles Pair Programming
  • 17. Lean Execution via Agile: The Mechanics Agile practices include: • Release Planning (1) (creates Product backlog) • Iteration Planning (2) (creates Iteration backlog) • Daily Standup • Fixed-length iterations and small releases • Feature Review (3) • Process Reflection (4) Identify top-priority items and deliver them early and often.
  • 18. Why do we care? Agile is a methodology for development but it is not limited for development.
  • 19. How would we Agile apply to operations?
  • 20. Common Language • CNN NASA lost a 125 million Mars orbiter because a Lockheed Martin engineering team used English units of measurement while the agency’s team used the more conventional metric system for a key spacecraft operation, according to a review finding released Thursday. http://articles.cnn.com/1999-09-30/tech/9909_30_mars.metric.02_1_climate-orbiter- spacecraft-team-metric-system?_s=PM:TECH
  • 21. Who is the customer? Operations and business development the customers of the development teams, but they are also the partners of the development team
  • 22. Who is the customer? • Ops turn in request to High { Each iteration implement the highest- development team in Priority priority requirements stories format Each new requirement is – Bug reports prioritized and added to the stack – Enhancement Requirements may be requests reprioritized at any time – Improvement Requirements may be suggestions removed at any time • Product owner Low prioritize the stories Priority Requirements Copyright 2004 Scott W. Ambler • Work is added to back log.
  • 23. Customer collaboration over contract negotiations Don't go to the contract every time there is an issue, collaborate with your customer.
  • 24. Working software over comprehensive documentation • Get the system working. • Bugs and requests as user stories
  • 25. Responding to change over working a plan • Stuff happens, deal with changes don't just stick to a plan that is no longer valid
  • 26. Individual and interaction over process and tools • Get the right tools to the right people. • Kiss, sometimes a piece of paper is more useful than complicated tools
  • 27. Self managing teams • Kanban Board • Pull • WIP limits • Due Date Priority system
  • 28. Service – User story with SLA & Definition of done • Operations define services in the same manner as User Stories. • User stories have a description of what needs to be done and what is the definition of done. • Any service that is bigger than a user story will be broken down to parts.
  • 29. IT Operations Support as an example
  • 30. A little bit of history: Where are we today and how did we get here? FORCES THAT SHAPE IT SERVICES
  • 31. 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.
  • 32. 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
  • 33. Current State - Impact on Users Confusion Delays Management intervention
  • 34. Current State - Impact on Users Users feel that Quality of service goes down due to: Delays. Missed due dates. System complexity. Total System unpredictability
  • 35. 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.
  • 36. 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.
  • 37. 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”.
  • 38. Current State - Impact on IT Groups Complexity leads to increase in operating costs.
  • 39. Example How can we break the cycle?
  • 40. 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
  • 41. 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
  • 42. Where do we start?
  • 43. 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.
  • 44. 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
  • 45. Define Services and SLA – Why? Predictability Leads to Trust Users will know exactly what they get and when they are going to get it.
  • 46. 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 their projected end date Requesting siteminder authentication for Casting Factory RM10828286 1/20/11 2/22/11 2/22/11work in progress 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 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
  • 47. Establish flow based on Prioritization and coordination scheme Is everyone on the What is urgent? same page? WHAT IS NEXT? Did we miss Is anything stuck? anything?
  • 48. What do we want? • Self managed teams • Reduced Multitasking • Focus • Increase flow
  • 49. Rules of the game Establish Priority System Due Date is King ! Subordinate priority decisions to the Due Date
  • 50. 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.
  • 51. 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
  • 52. 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.
  • 53. 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 Plenty of time for Set up external reverse proxy for 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 RM10866656 date! 3/11/11 3/17/11 2/24/11 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
  • 54. Visual Management - Cleaning up • Visual Simplicity is the key for self management. • You cant improve if you cant see. • Start by cleaning up!
  • 55. First, Clean Up the Queue • Some of the Old work was removed • New Due Date negotiated for some of the Black requests • 2 Black requests are approved to be priority Opened Projected Green Yellow Red RM Number Date Req. Date Date SLA 3/1/2011 Status Brief Description Level Level 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 3/10/11 12 6 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 on 2/11/11 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
  • 56. Visualize the work , establish flow Kanban
  • 57. Setting up a simple Kanban system starts to focus the team on the cycle- time of delivered work and gives a way to detect and begin to resolve bottlenecks 57
  • 58. 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
  • 59. 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
  • 60. 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
  • 61. 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
  • 62. 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
  • 63. 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
  • 64. 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
  • 65. 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
  • 66. 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
  • 67. 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
  • 68. 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
  • 69. RESULTS • Standard flow • Self Managed teams • Clear priority system • Reduced time to market • Predictability – Trust – Customer Satisfaction
  • 70. 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).
  • 71. 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
  • 72. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 RM10864079-1 RM10864079-2 RM10864099 RM10864079-3 RM10867039 RM108640192
  • 73. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 RM10864079-1 RM10864079-2 RM10864099 RM10864079-3 RM10867039 RM108640192
  • 74. 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
  • 75. We gained even more • Management oversight for coordination was reduced. • Increase cross team collaboration. • Increased transparency. • Reduced Complexity and Operating costs.
  • 76. 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
  • 78. 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
  • 79. 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
  • 80. Frequently Asked Questions • How do we find the right SLA? – Too many green – SLA too big – Too many Red – SLA too short
  • 84. 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)
  • 85. How to set up a Kanban board for development Jeff Patton AgileProductDesign.com [email protected] Download this presentation at: www.agileproductdesign.com/downloads/patton_kanban.ppt
  • 86. 1. Define a work process flow This simple process flow has the steps: elaboration & acceptance criteria.1 development.2 test.3 deployment.4 • Look at the typical flow for features, stories, or work packages and describe typical process steps 86
  • 87. 2. Lay out a visual Kanban board Place an expedite track above the main left to right queue Place “done and waiting” queues between each work queue (in this example they’re placed below) • Place a goals column on the left, then a waiting queue, the process steps, and a final “done” column to the right 87
  • 88. 3. Decide on limits for items in queue and work in progress This board uses painters tape to indicate available “slots” for work in progress • A good limit is a factor of the number of people in a role that can work on an item in a given process step. Start with number of people * 1.5 88
  • 89. 4. Place prioritized goals on the left column of the board Having goals visible: promotes focus • helps us prioritize• helps us manage feature scope & • requirements • A good goal describes the outcome we hope to achieve after software ships. Goals help keep focus on the larger outcome. 89
  • 90. 5. Start the board by placing stories or features in queue Product owners manage the waiting queue • Mark on the story or feature card the date it entered the queue. This begins our measurement of cycle time. 90
  • 91. 6. Move features through the process flow as work is completed • As the story enters the first process step, mark that date on the card. This is the start date. As it’s finished, mark that date on the card. This is the finish date. 91
  • 92. 7. Use the dates on the cards to calculate cycle time Cycle time = finish date – start date The average cycle time from the date the item enters the board is the wait time from this point in the queue • Use average cycle time to set wait times from different points on the board. Pay attention to flow and bottlenecks: relieving bottlenecks as quickly as possible. 92
  • 93. Decreasing Lead Time Steven Borg (@stevenborg) Principal Consultant Northwest Cadence
  • 104. Little’s Law – “Two Minutes of Math”
  • 105. Little’s Law – “Two Minutes of Math” • Delivery Rate = Work-in-Progress ÷ Lead Time implies Lead Time = Work-in-Progress ÷ Delivery Rate thus • WIP is a LEADING metric for Lead Time

Editor's Notes

  • #27: Talk about symphony and how the scheduler goes around the plant in the morning and put a color sticker On the work order