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

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1 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 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 for her engaging and informative presentation style, Donna is a certified ITIL Expert, Process Design Engineer, ISO/IEC 2000 Consultant, and Scrum Master' she s also certified in Knowledge-Centered Support (KCS) Principles. Donna is the author of A Guide to Service Desk Concepts, A Guide to Customer Service Skills for Service Desk Professionals, and The ITSM Process Design Guide.

2 Secrets of a Scrum Master: Agile Practices for the Service Desk Donna Session 303

3 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 ITIL is a registered trade mark of AXELOS Limited

4 Agile Basics Support Services and Scrum Scrum Basics Kanban Basics Scrum and Kanban Benefits Getting Started Lessons Learned Agenda

5 A G I L E Agile (adjective) Quick and well-coordinated Resourceful and adaptable Agile (development) methods in which requirements and solutions evolve through collaboration between self-organizing, crossfunctional teams Popular agile development methodologies include Extreme Programming (XP), Lean Software Development, Scrum, Kanban, and others.

6 Scrum An iterative and incremental agile framework for completing complex projects.

7 Support Services and Scrum Support services include Support contacts Support acceptance (new products and services) Projects Unplanned Planned Scrum does NOT replace your incident management, problem management, knowledge management and request fulfillment processes.

8 Managing Projects with Scrum Scrum can be used to manage projects that flow from those processes. Support services include Support acceptance (new products and services) Projects Planned

9 Why Scrum? The Support Perspective Too many Surprises Too many UNPRODUCTIVE meetings Constantly Changing Priorities Missed Commitments Unrealistic EXPECTATIONS Unresolved Impediments Too much WIP Rework and Waste BLOATED processes Dissatisfied Stakeholders

10 Scrum Basics Scrum = 3 Roles + 4 Artifacts + 5 Meetings Product Owner Release Planning Meeting (Optional) Product Backlog (ranked list) Sprint Planning Meeting Sprint Backlog Team Daily Scrum 24 hours 2-4 weeks Scrum Master Sprint Retrospective Sprint Review SPRINT No changes allowed! Scrum is based on time-boxed iterations.

11 Scrum Gets Things Done 1 Done 2 Done 3 Done Sprint Sprint Sprint Scrum gets things done through 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 Scrum embraces the values and principles of the Agile Manifesto.

12 Scrum and Support Acceptance Inputs from executives, customers, users, team, stakeholders Product Backlog (ranked list) Sprint Planning Sprint Backlog Timeboxed SPRINT Define Plan Build and Test Support Involvement in Development Projects Non-functional requirements Embed Support knowledge in Dev Support acceptance criteria Incident, problem and knowledge Support user stories management capabilities

13 Scrum and Planned Projects Installations Upgrades Improvements Maintenance Problems Knowledge articles Process design and improvement

14 Scrum is like your mother-in-law, it points out ALL your faults. Ken Schwaber

15 kahn-bahn IMPROVING FLOW WITH KANBAN Kanban is a method of work that pulls the flow of work through a process at a manageable pace.

16 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) Kanban measures include lead time and cycle time.

17 Project KanBan

18 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 Customer and employee satisfaction!

19 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 Use organizational change management best practices. Prepare, motivate and equip people to change. Communicate successes, failures and lessons learned Document and make available reusable artifacts and measurements Improve and expand

20 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." Antoine de Saint-Exupéry

21 Sources of Information scrumguides.org download the official Scrum Guide scrumalliance.org kanbanlibrary.com

22 Thank you for attending this session. Don t forget to complete an evaluation form! Donna Knapp Session 303

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