IT Operation using Agile

Breaking the Vicious Cycle in IT Operations

using an Agile/Kanban RecipeTal Aviv

[email protected]


• Transforming the organization from:– Users feeling that quality of service go

down due to Delays, Missed Due dates, Complex processes and unpredictability.

• And– Poor IT group coordination, Complex, Silos,

High management overhead, expediting, multitasking and low touch to wait time ratio.


• Into – a Predictable, Agile, efficient organization

with high due date performance, self managed teams and high degree of predictability and customer trust and satisfaction.

• By Using– Visual management, Limiting WIP,

Establishing service definition, Pull, color coded priority system and self management.

ExampleWhere are we and how can

we break the cycle?

RM Number Opened DateRequested Due Date

Projected 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 AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 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.

RM10854853 2/14/11 2/15/11 2/18/11work in progressAdd Theresa Gallo GALLT001 to Business Objects 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 passwordsRM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM appRM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm

RM10828286 1/20/11 2/22/11 2/22/11work in progressRequesting siteminder authentication for Casting Factory website

RM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER

RM10842863 2/3/11 2/11/11 2/24/11work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD

RM10846983 2/7/11 2/11/11 2/28/11work in progressdis/pc/siteminder - requesting integration with playtest 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 1/27/11pendingSiteminder installation for new Windows 2008 server (.net)

RM10819539 1/11/11 1/14/11 2/1/11pendingInstall Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers.

RM10842520 2/2/11 2/18/11 2/23/11pendingReverse Proxy Siteminder setup request for mobilebi.disney.com

RM10864079 2/23/11 2/25/11 3/16/11work in progressSiteminder QA installation for new Windows 2008 server (.net)

RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev

RM10866934 2/25/11 2/28/11 3/18/11work in progressRequest to change siteminder protected directory to / from /transfer

Req. Date < SLA

Due Date missed

Req. Stuck in Queue

Due Date missed

Req. Date < SLA

Work in Progress even though we have lots of time

Real life problemsMarch 1st

RM NumberOpened Date Req. Date

Projected Date SLA 3/1/2011Status Brief Description

Green Level

Yellow Level

Red 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

RM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progresscorp-pc-reverse Proxy request- for Rostr

application-- 27 14 4

RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress Set up external reverse proxy for Aprimo 27 14 4

RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00 work in progress New GlobalScape FTP Site 11 5 2

RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00 work in progress create globalscape ssh private key 9 4 1

RM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progressNew GlobalScape ftp site for sftp with external vendor. 9 4 1

RM10854853 2/14/11 2/15/11 2/18/11 3 -10.88 work in progressAdd Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager 2 1 0

RM10856644 2/15/11 2/17/11 2/17/11 1 -12.00 work in progressDCL West Coast Office needs abiltiy to reset 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 Create new OU in EC for MetaData/Storm 8 4 1

RM10828286 1/20/11 2/22/11 2/22/11 32 -7.00 work in progressRequesting siteminder authentication for Casting Factory website 21 11 3

RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00 work in progress SETUP SITEMIDER TO DI WEB SERVER 13 7 2

RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00 work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD 14 7 2

RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00 work in progressdis/pc/siteminder - requesting integration with playtest metrics 13 7 2

RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00 work in progress Gate New Siebel Development and Test Servers 18 9 3

RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00 pendingSiteminder installation for new Windows 2008 server (.net) 14 7 2

RM10819539 1/11/11 1/14/11 2/1/11 20 -28.00 pendingInstall Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers. 13 7 2

RM10842520 2/2/11 2/18/11 2/23/11 20 -6.00 pendingReverse Proxy Siteminder setup request for mobilebi.disney.com 13 7 2

RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progressSiteminder QA installation for new Windows 2008 server (.net) 14 7 2

RM10866148 2/24/11 3/2/11 3/17/11 20 16.00work in progressSetup new Site Minder for new application for Aprimo 13 7 2

RM10866656 2/25/11 3/11/11 3/18/11 20 17.00work in progress DCP - add siteminder to PDL Dev 14 7 2

RM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progressRequest to change siteminder protected directory to / from /transfer 13 7 2

BLACK Request will be dealt with case by case basis

Pending Request might need to get back into queue

Red Request, Deal with it NOW!

Yellow Req. are next

Plenty of time for Green Request

Today is March 1st 2011

Due date is King, all priority decisions are

subordinated to the due date!

Color Coded Priority System



Green Level

Yellow Level

Red 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


application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress Set up external reverse proxy for Aprimo 27 14 4


RM10856644 2/15/11 2/17/11 3/17/11 29 16.00work in progressDCL West Coast Office needs abiltiy to reset passwords 19 10 3

RM10864590 2/23/11 3/2/11 3/2/11 6 1.00work in progress IDM Access for STORM app 4 2 1RM10867477 2/25/11 3/2/11 3/10/11 12 9.00work in progress Create new OU in EC for MetaData/Storm 8 4 1

RM10828286 1/20/11 2/22/11 3/22/11 60 21.00work in progressRequesting siteminder authentication for Casting Factory website 40 20 6

RM10842863 2/3/11 2/11/11 3/24/11 49 23.00work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD 32 16 5

RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00 work in progressdis/pc/siteminder - requesting integration with playtest metrics 13 7 2





Visual Simplicity 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

Cleaning up the mess makes it easier for the team

member to understand what he/she needs to work

on

Backlog Ready In Progress Customer Acceptance

RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934Definitions

WIP Limit 6 WIP Limit 3

All open requests waiting to be processed

Queue Manager to

ensure that no information is missing from

the request before entering

ready state

Item pulled by a team

member and is being

worked on.

Item that was work completed and

moved to customer for approval.

Use Kanban Board for Visual

Self Management


RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10867477

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 1st 2011


Top 3 requests from the ready queue are

pulled in to work in progress

Tech Team Pull work while keeping WIP Limits



Green Level

Yellow Level

Red Level


application-- 27 14 4

RM10863474 2/22/11 3/4/11 4/5/11 41 34.00work in progress Set up external reverse proxy for Aprimo 27 14 4












RM10869023 3/1/11 3/5/11 3/5/11 3 3.00work in progress Urgent class request 2 1 0

The Next Day – March 2nd

• The Red request and 2 black are completed• 3 New requests came in


RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10867477

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 2nd 2011


RM10869023RM10869012RM10869001


RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10867477

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 2nd 2011


RM10869023

RM10869012

RM10869001

As work is being completed, new work can

flow into the queues, based on color priority


RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10867477

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 2nd 2011


RM10869023

RM10869012

RM10869001

March 3rd

• 2 urgent requests came inRM Number

Opened Date Req. Date


Green Level

Yellow Level

Red Level


application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 33.00work in progress Set up external reverse proxy for Aprimo 27 14 4












RM10869023 3/1/11 3/5/11 3/5/11 3 2.00work in progress Urgent class request 2 1 0


RM10869077 3/2/11 3/6/11 3/6/11 3 3.00work in progress Urgent class request 2 1 0RM10869097 3/2/11 3/6/11 3/6/11 3 3.00work in progress Urgent class request 2 1 0


RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10867477

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 3rd 2011


RM10869023

RM10869012RM10869001

RM10869077

RM10869097RM10869101

Color system keeps it simpleColor system keeps it simple


RM10818090

RM10846983

RM10864590

RM10839292

RM10867039

RM10867477

RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 3rd 2011


RM10869023

RM10869012

RM10869001

RM10869077

RM10869097

RM10869101


RM10818090

RM10846983

RM10864590RM10839292

RM10867039

RM10867477RM10864079

RM10866148

RM10856644

RM10866148

RM10866656

RM10866934

March 3rd 2011


RM10869023

RM10869012

RM10869001

RM10869077

RM10869097

RM10869101


RM10864079-3

RM10864079-2

RM10867039

RM10864079-1

RM10864088

RM10864099

RM108640192


Request RM10864079 has 3 tasks that go to 3 separate

groups .Based on the Service SLA, each group will have a sub

SLA for its task .

If there are dependencies, the Queue Manager will not designate his task as ready

until work on the previous task is in Customer

Acceptance

Use the same principles to coordinate between teamsUse the same principles to coordinate between teams


RM10864079-3

RM10864079-2

RM10867039

RM10864079-1

RM10864088

RM10864099

RM108640192



RM10864079-3

RM10864079-2

RM10867039

RM10864079-1

RM10864088

RM10864099

RM108640192


Color of task might have changed while in the works

RM10864079-1

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

IT Operation using Agile

Business

Transcript of IT Operation using Agile