SESSION 303 Wednesday, March 25, 3:00 PM - 4:00 PM Track: Support Center Optimization

SESSION 303

Wednesday, March 25, 3:00 PM - 4:00 PM Track: Support Center Optimization

Secrets of a Scrum Master: Agile Practices for the Service Desk

Donna Knapp

Curriculum Development Manager, ITSM Academy [email protected]

Session Description

Can Agile development concepts be applied to the service desk? Absolutely! This session describes the benefits of Agile practices and provides a brief introduction to Scrum, an Agile technique for handling complex projects. Donna Knapp will explain how Scrum and other Agile practices can be used to significantly improve the performance of service and support teams. Learn about the mindset and cultural changes required to adopt Agile practices and the benefits of Agile thinking in today's dynamic business environment. Attendees will walk away with tips and techniques they can use to get started immediately. (Advanced)

Speaker Background

Donna Knapp has more than twenty-five years of IT experience working as a practitioner, consultant, and trainer. Known

Secrets of a Scrum Master: Agile

Practices for the Service Desk

Donna Knapp

@ITSM_Donna

Donna Knapp

• Author

– The ITSM Process Design Guide

– Service Desk Concepts, 4th Edition

– Customer Service Skills for Service Desk Professionals, 4th

Edition

• Curriculum Development Manager

• Certified Process Design Engineer

• ITIL® Expert/ITIL Examination Panel

• Certified Scrum Master

• Certified Agile Service Manager

• Certified ISO/IEC 2000 Consultant/Manager

• Certified in Knowledge-Centered Support (KCS) Principles

Agenda

• Agile Basics

• Support Services and

Scrum

• Scrum Basics

• Kanban Basics

• Scrum and Kanban

Benefits

• Agile (adjective)

– Quick and well-coordinated

– Resourceful and adaptable

• Agile (development) –

methods in which

requirements and solutions

evolve through collaboration

between self-organizing,

cross-functional teams

A

G

I

L

E

Scrum

An iterative and incremental agile

Support Services and Scrum

Support services include

• Support contacts

• Support acceptance

(new products and

services)

• Projects

Unplanned

Planned

Managing Projects with Scrum

Support services include

• Support acceptance

(new products and

services)

• Projects

Planned

Why Scrum?

The Support Perspective

Rework

and

Waste

Unresolved

ImpedIments

Too much

WIP

BLOATED

processes

Unrealistic

EXPECTATIONS

Missed

Commitments

Too many

Surprises

Constantly Changing

Priorities

Too many

UNPRODUCTIVE

meetings

Scrum is based on time-boxed iterations.

24

hours

2 - 4

weeks

Daily

Scrum

Product

Backlog

(ranked list)

Sprint

Backlog

Scrum Basics

SPRINT

Release

Planning

Meeting

(Optional)

_Planning

Sprint

Meeting

Sprint

Review

Sprint

Retrospective

Product

Owner

Scrum

Master

Team

Scrum = 3 Roles + 4 Artifacts + 5 Meetings

Scrum Gets Things Done

• Good planning and review

• Agreed user stories

• Self-organizing teams

• Short incremental “sprints”

• Less work in progress

• Better workflows

• Improved responsiveness

• Measurable accomplishments

• Shorter feedback loops

• Fewer impediments

Done

Sprint

1

Sprint

₂

Done

Sprint

₃

Done

Scrum gets things done through

Inputs from

executives,

customers,

users, team,

stakeholders

Define

• Non-functional requirements

Plan

Build and Test

• Incident, problem and knowledge

management capabilities

• Embed Support knowledge in Dev

Support Involvement in Development Projects

Time-boxed

SPRINT

Product

Backlog

(ranked list)

Sprint

Backlog

Sprint

Planning

Scrum and Support Acceptance

Scrum and Planned Projects

• Installations

• Upgrades

• Improvements

• Maintenance

• Problems

• Knowledge articles

• Process design and

“Scrum is like your mother-in-law,

it points out ALL your faults.”

IMPROVING FLOW WITH KANBAN

kahn-bahn

Improving Flow with Kanban

• Make work visible

• Make policies explicit

• Limit work in progress (WIP) to capacity

• Visualize and manage workflow

• Measure velocity (quantity of work done in

an iteration)

Scrum and Kanban Benefits

• Align with Agile and Lean

values

• Improve focus

• Bring transparency to

– Work in progress

– Completed work

– Velocity

• Expose impediments and

waste

• Improve lead and cycle

times

• Encourage and enable

continual improvement

• Clarify process roles

• Streamline process

activities

• Change peoples’ behavior

• Improve communication

and collaboration

• Increase organizational

maturity

Getting Started

• Define goals and work item types

• Select and educate a pilot team (include all 3 roles)

• Conduct a pilot (or two)

• Use transparency and data to

– Understand velocity

– Refine your rules

• Communicate successes, failures and lessons learned

• Document and make available reusable artifacts and

measurements

• Improve and expand

Use organizational change

management best practices.

Prepare, motivate and equip

Lessons Learned

• Take it slow

• Accept that…

– Not all work belongs in sprints

– You can’t work on processes

and in processes at the same time

– It’s not about the tools – no tool is

perfect, no tool is complete

• Celebrate wins

• Keep it simple!!!

“Perfection is…when there is nothing left to take away."

Sources of Information

• scrumguides.org – download the

official Scrum Guide

Thank you for attending this session.

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