tipu: agile service improvement
DESCRIPTION
a pragmatic approach to Continual Service Improvement. Enough theory: this is how to actually manage an improvement programme. Improvement changes the way people think and behave. Improving the practices and tools are secondary to changing culture. You can change software in minutes. You can change process in days. But people take much longer to change. Improvement should happen in an incremental manner: evolution not revolution. Improvement is not a project - improvement is normal behaviour for professionals: to devote a certain percentage of our time to improving the systems we work with. We should all expect that things will be better next year. We should all expect that we will make a difference and leave systems better than we found them. Improvement is business as usual. This presentation looks at the huge amount fo potential improvement in most organisations, and how improvement goes on as part of the professional's daily work. We describe a method of breaking the task down to make it manageable, and then organising that improvement based on small increments, agile approach, empowering staff and a "relaxed" attitude - a pragmatic way of dealing with our constraints. More here http://www.basicsm.com/tipuTRANSCRIPT
TipuA pragmatic approach
to managed improvement
Improvement
• All professionals want to improve• It is expected• Make a difference• Transfer knowledge• Everyone wants next year to be better
Much improvement is done by projects
?
But what about the rest?
Business as usual (BAU)
We do it as part of BAU, in our “spare time”
Pros and cons• We own the task• Work on our own domain, reap the
benefits• Small is beautiful
• Frustrating when the urgent trumps the important
• So much to do, so little time• Working in isolation
How do we coordinate that effort?
• Have a plan• Empower staff • Create teams• Coordinate the work• Executive support
Professionalism
How do we make the list of work achievable?
valueneed/problem/risk
outputsprogramme
outcomesimprovement
objectivesorganisation
Value
COBIT goals cascade
Enterprise goals
IT-related goals
IT-related processes
IT activities
Risk
Probability / frequency
Impact
Risk: ImpactFinancial
• Revenue, profit• Costs to deal with a negative
outcome• Replacement costs
Customer• Customer safety• Customer satisfaction• Standard of customer service
Internal (or Operational)• Regulatory compliance• Other standards• Process efficiency and
effectiveness• Professionalism and
personal liability
Growth (or Organisation or Development)
• Competitive advantage• Reputation/ credibility• New customers
How do we make the list of work achievable?
?
Risk
UnknownKnown
ManagedMitigated
Eliminated
"Relaxed"• Loose management• Pragmatic• Imperfect• Incomplete• Noble failure• Play the averages
Manage risk
• Align to goals• Communicate risks• Programme management• CSI Board • Service Excellence team • Service Architect
Approach
• Survey current state and priorities• CSI Programme implementation• CSI Plan• Iterative cycles (“Agile sprints”) • or work flow (“Kanban”)• Review and replan
Service improvement programme and plan createdCultural change programme and team Work programme initiatedBest Places to Work survey Service principles and updated business principles completeA Service Plan to guide service managementManagement practices framework Operational readiness roles, process and meetingsOperational readiness checklistOperational readiness templatesService catalogue revisedServices defined and reviewed with customersCustomer satisfaction surveys designed and implementedImproved document search tools
Knowledge management policy draft, and categorisation of document typesWork tracking codes include BAU tasksSeparation of problems and incidentsProblem process designed and Problem Manager role createdRoot cause analysis technique documentedStarted tracking problems Risk policy revisedRisk capture process designedChange management processes for normal, emergency and standard Request For Change form introducedInitiated project for infrastructure monitoringIdentified some deficiencies in Change Management tool
Requirements gathering for service management toolsetNew work assignment templateIT Continuity Plan templateKnowledge meta-data collection toolStarted collecting knowledge meta-dataMajor Incident Management process IT events calendar established and functioningChange management procedures handbook
• Business as usual• Integrates with projects• Professional• Agile, nimble, iterative• Managed risk• Coordinated empowerment• Grass roots• Public domain
www.basicsm.com/tipu
Managed improvement
www.basicsm.com