Using AGILE thinking to make ITSM Problem …...Process Improvement –Agile Service Management...
Transcript of Using AGILE thinking to make ITSM Problem …...Process Improvement –Agile Service Management...
Using AGILE thinking to make ITSM Problem Management LEAN
Presented by Sachin Bhatnagar and Cameron Abel
WEDNESDAY 23 – THURSDAY 24 AUGUST 2017| SOFITEL MELBOURNE ON COLLINS
2.0
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INTRODUCTION
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Problem Management
Problem
The underlying
cause of one or
more incidents
Objectives
• Prevent problems and
resulting incidents from
happening
• Eliminate recurring
incidents
• Minimise the impact of
incidents that cannot be
prevented
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Problem Management Challenges
• Slow progress of problem resolution
• Bottlenecks in process workflows
• Time-consuming process design
• Excessive focus on problem records
• Limited focus on collaboration
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Overcoming Problem Management Challenges
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Individuals and Interactions
Process and Tools
Working Software
Comprehensive Documentation
Customer Collaboration
Contract Negotiation
Responding to Change
Following a Plan
LEAN IT
AGILE SM
KANBAN
Agile Thinking
12PRINCIPLES
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Lean IT
Waste
Overburden
Unevenness
Identify Problem Management Process Improvements
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Agile Service Management
Improvement
Backlog
Sprint
Backlog
Sprint
Period
Releasable
Improvements
Regular
Meeting
Deliver Problem Management Process Improvements
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Kanban
Manage Problems
Pull System Work in Progress Task Board
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IDENTIFYING IMPROVEMENTS
11
Traditional Process
2080
Is the
Issue Still
Outstanding?
Problem
Manager
Support
Teams /
Technicians
All Processes
2240
Review & Close Problem
Record
Inc
Mgt
Yes
No
Change
Mgt
Yes
Yes
Yes
No
Yes
No
Yes
No
No
Yes
2170
Further
Investigation
Appropriate?No
No
Yes
Yes
To
Step
2120
No
To
Step
2120No
From
Step
22302120 Review & Assess Each
Record
2100
Assign to
Appropriate Group
3000
Pick-up Problem Record
3010
Has I t
Come to the Right Team?3020 Assign to Appropriate
Technician
3030 Investigate Problem &
Attempt Diagnosis
3040
Is the
Root Cause Known?
3050
Temporary Workaround
Available?
3060
Propose as
Known Error
2180
Should a KE
Be Closed?
2190
Close
Known Error
2130
Should a KE
Be Produced?
2140
Create KE and Link to Problem
Record
2150
Is a Permanent Fix
Feasible?
2160
No Further Action
at Present
2200
Is Change Management
Required?
2210
Update Problem & Known Error
Record
2220 Take the Agreed Action to
Resolve the Problem
2230
Was the Solution or
Workaround
Effective?
Risk Mgt
2090 Log and Categorize
Problem Record
Yes
2070 Update Problem Record
and Link Incidents
No
1010 Underlying Issue
Identified as a Result of a Major
Incident
No
1000 Underlying Issue
Identified by Any Process or
Employee
Yes
2030 Perform Initial Review of
Proposed Problem
Yes
No2050 Provide Explanation to
Originator
2060
Does a Problem Record
Already Exist?
2040
Meets
Problem
Criteria?
2000 Periodic Review of
Incidents to Analyse Trends 2110 Periodic Review of
Problem Records & KEs
2010
Review the
Incident Data
2020
Is This Incident
a Candidate? Yes
No
2085
No Further
Action Required
From
Step
3050
3030.2 Request and Oversight
RCA Request 3030.1
Priority Check?
Low
High
• Problem Manager Centric
• Problem Record Focus
• All Activities Displayed
• All Loopback Flows
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Identifying Waste
2080
Is the
Issue Still
Outstanding?
Problem
Manager
Support
Teams /
Technicians
All Processes
2240
Review & Close Problem
Record
Inc
Mgt
Yes
No
Change
Mgt
Yes
Yes
Yes
No
No
Yes
No
No
Yes
2170
Further
Investigation
Appropriate?No
No
Yes
Yes
To
Step
2120
No
To
Step
2120No
From
Step
22302120 Review & Assess Each
Record
2100
Assign to
Appropriate Group
3000
Pick-up Problem Record
3010
Has I t
Come to the Right
Team?
3020 Assign to Appropriate
Technician
3030 Investigate Problem &
Attempt Diagnosis
3040
Is the
Root Cause Known?
3050
Temporary Workaround
Available?
3060
Propose as
Known Error
2180
Should a KE
Be Closed?
2190
Close
Known Error
2130
Should a KE
Be Produced?
2140
Create KE and Link to
Problem Record
2150
Is a Permanent Fix
Feasible?
2160
No Further Action
at Present
2200
Is Change Management
Required?
2210
Update Problem & Known
Error Record
2220 Take the Agreed Action
to Resolve the Problem
2230
Was the Solution or
Workaround
Effective?
Risk Mgt
2090 Log /Categorise
Problem Record
Yes
2070 Update Problem Record
and Link Incidents
No
1010 Underlying Issue
Identified as a Result of a
Major Incident
No
1000 Underlying Issue
Identified by Any Process or
Employee
Yes
2030 Perform Initial Review of
Proposed Problem
Yes
No2050 Provide Explanation to
Originator
2060
Does a Problem Record
Already Exist?
2040
Meets
Problem
Criteria?
2000 Periodic Review of
Incidents to Analyse Trends 2110 Periodic Review of
Problem Records & KEs
2010
Review the
Incident Data
2020
Is This Incident
a Candidate? Yes
No
2085
No Further
Act ion Required
From
Step
3050
3030.2 Request and
Oversight RCA Request
3030.1
Priority Check?
Over Processing
Inventory
Waiting
Motion
Rework
Transportation
Value Added
Necessary Non Value Added
WasteTask
Task
Task
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Applying The Changes
2080
Is the
Issue Still
Outstanding?
Problem
Manager
Support
Teams /
Technicians
All Processes
2240
Review & Close Problem
Record
Inc
Mgt
Yes
No
Change
Mgt
Yes
Yes
Yes
No
Yes
No
Yes
No
No
Yes
2170
Further
Investigation
Appropriate?No
No
Yes
Yes
To
Step
2120
No
To
Step
2120No
From
Step
22302120 Review & Assess Each
Record
2100
Assign to
Appropriate Group
3000
Pick-up Problem Record
3010
Has I t
Come to the Right Team?3020 Assign to Appropriate
Technician
3030 Investigate Problem &
Attempt Diagnosis
3040
Is the
Root Cause Known?
3050
Temporary Workaround
Available?
3060
Propose as
Known Error
2180
Should a KE
Be Closed?
2190
Close
Known Error
2130
Should a KE
Be Produced?
2140
Create KE and Link to Problem
Record
2150
Is a Permanent Fix
Feasible?
2160
No Further Action
at Present
2200
Is Change Management
Required?
2210
Update Problem & Known Error
Record
2220 Take the Agreed Action to
Resolve the Problem
2230
Was the Solution or
Workaround
Effective?
Risk Mgt
2090 Log and Categorize
Problem Record
Yes
2070 Update Problem Record
and Link Incidents
No
1010 Underlying Issue
Identified as a Result of a Major
Incident
No
1000 Underlying Issue
Identified by Any Process or
Employee
Yes
2030 Perform Initial Review of
Proposed Problem
Yes
No2050 Provide Explanation to
Originator
2060
Does a Problem Record
Already Exist?
2040
Meets
Problem
Criteria?
2000 Periodic Review of
Incidents to Analyse Trends 2110 Periodic Review of
Problem Records & KEs
2010
Review the
Incident Data
2020
Is This Incident
a Candidate? Yes
No
2085
No Further
Action Required
From
Step
3050
3030.2 Request and Oversight
RCA Request 3030.1
Priority Check?
Low
High
Improved ProcessP
rob
lem
Man
age
ment
Problem Identified
UndertakeRoot Cause
Investigation
Implement Resolution
UndertakeResolution
Investigation
ValidateProblem
ContinueInvestigation
Solution Evaluation
LogIdentifiedProblem
Assessment Outcome
Park(Not to be Fixed)
Manage Problem Investigation
Yes
Implement
Problem Resolution
Assessment
Park
CloseProblem Record
Close
CeaseInvestigation
Problem ResolvedInvalid Problem
Error, Duplicate, Disappeared
Resolution FailedWork Around needs Solution
Logged in ErrorDuplicate
Problem Disappeared
Prioritise / Assign
A
A
Invalid Problem Cease Investigation
Cease Investigation
A
Re-Investigate
CategoriseLink Incidents
Check for Existence
• Problem Manager Light
• Problem State Focus
• Manage Problem Activity
• Split Investigation Activities
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Perform Initial Review of Proposed Problems
Meet Problem CriteriaDoes a Problem Record
Already Exit? Is the Issue Still Outstanding?
Log and Categorise Problem Record
Assign to Appropriate Group
Pick-up Problem RecordHas it Come to the Right
TeamAssign to Appropriate
Technician Investigate Problems and
Diagnosis
Temporary Workaround Available
Propose a Known ErrorShould a Known Error be
Produced Create a Known Error and Linked to Problem Record
Permanent Fix Feasible
Change ManagementUpdate Problem & Known
RecordTake the Agreed Action to
Resolve the ProblemWas the Solution Effective
Review and Close Known Error / Problem Record
15 Min 15 Min 120 Min 15 Min 15 Min
15 Min 30 Min
240 Min 480 Min
15 Min 2000 Min 960 Min 15 Mins
15 10 15 14 20
15 24 27 17 15
6535 15 10 10
43 18 21 20
10 Min 5 Min 60 Min 30 Min 5 Min 15 Min
10 Min 15 Min 10 Min 700 Min 10 Min 10 Min
10 Min 10 Min 10 Min 30 Min 60 Min 30 Min
120 Min 10 Min 120 Min 15 Min 10 Min
1440 Min
480 Min
15 Min
Priority CheckRequest and Oversight for
RCA
Is the Root Cause Known
950 Min 5 Min 5 Min
960 Min5 Min 5 Min
15
12
9
Traditional Process Value Stream MapImproved Process Value Stream Map
Log Identified ProblemManage Problem
InvestigationUndertake Root Cause
InvestigationValidate Problem
Undertake Resolution Investigation
Solution Evaluation
Implement ResolutionProblem Resolution
Assessment Close Problem Record
480 Min 120 Min 480 Min 120 Min 480 Min
960 Min 15 Min
65 5 5 5 5
5 15
5
65 Min 15 Min 250 Mins 60 Mins 250 Mins 60 Mins
240 Min 60 Mins 10 Mins
2000 Min
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Key Performance Metrics
Process Cycle Efficiency 0.44% 2.7%
Waiting Time 7785 Mins 4655 Mins
Cycle Time 35 Mins 130 Mins
Lead Time 7820 Mins 4785 Mins
Work in Progress Units 425 Records 110 Records
Metrics Before After
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IMPROVEMENT DELIVERY
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Process Improvement – Agile Service Management
Stakeholders
PM Process Owner
Problem Manager
PM Support Staff
anyone else who cares
Sprint Planning (2 hrs)
Daily Stand-up (15 mins)
Release Planning (30 mins)
Team
PM Process Owner
AGILE Service Manager
Process Developer
Toolset Developer
Sprint*
2-6 Weeks
Set Up (1/3)
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Process Improvement – Agile Service Management
Feedback(PM Process Owner)
Priority List(PM Process Owner)
Release 1
Release 2
To be prioritised
Stakeholder Workshops(1 Hour)
Process Improvement Backlog (2/3)
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Process Improvement – Agile Service Management
Prioritised
Improvements
Sprint
Meeting
Sprint
Backlog
Sprint Sprint
Release
Release
Planning
Meeting
Implement
ReleaseFeedback
Workshop
Ideas
Implementation (3/3)
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MANAGEMENT OF PROBLEMS
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Management of Problems
Problem Backlog Prioritisation Limit WIP Backlog RefinementAcceptance Validation
Set Up (1/3)
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Management of Problems
Task Board Stand-Up’s &
Retrospectives
Communications Exception
Handling
CadenceParking LOT
Set Up (2/3)
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Management of Problems
Implementation (3/3)
Acceptance
Validation
Prioritisation
Problem
Backlog
Exception Handling
Communication
Stand-Up’s &
Retrospectives
Task Board
Backlog
Refinement
Limit WIP
Pull
System
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FINAL THOUGHTS
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Overcoming Implementation Challenges
• Collaborative Culture
• Stop Starting
• Minimum Viable Product
• Fail Fast
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To Begin the Journey
• Identify Waste
• Set-Up Process Improvement Structure
• Problem Backlog Refinement
• Establish Collaboration Mechanism
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Resources
• Agilemanifesto.org
• The Agile Service Management Guide – Jayne Gordon Groll
• Leanitassociation.com
• Kanban: Successful Evolutionary Change - David J. Anderson
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Cameron AbelProcess Specialist, Kinetic IT
Sachin BhatnagarProcess Specialist, Kinetic IT
www.linkedin.com/in/camabel
www.linkedin.com/in/sbagile
Contact Details
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Acknowledgements
• ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
• The Agile Service Management Guide is a DevOps Institute® publication
• Agile Manifesto sourced from http://agilemanifesto.org/
• The Scrum Guide by Ken Schwaber and Jeff Sutherland, July 2013
• Value Stream Mapping is a Lean Management method
• Kanban is a inventory control system at Toyota