Episode 89: Intersecting Service Management, People Development & Agile

IanKorrineJonesCraig gatecrashed the Australian ITSMF / ITIL conference, LEADit in Melbourne and in the hallway chats to Korrine Jones (an Organisational Development Consultant and running late for a plane) and Ian Jones (an IT Service Management expert) about how People Development and Service Management are intersecting with Agile and each other:

  • LEADit is the biggest service management conference in Australia – focus on disruptive service management, Agile, Lean, DevOps, Continuous Delivery
  • Challenges with virtual teams – not everybody is suited to working this way, need to take time up front on shared values and getting to know each other (and this can be done virtually if need be)
  • Measuring good teams – satisfaction surveys, team results, engagement levels
  • Agile Virtual ITSM Teams workshop
  • Opportunity for convergence between Agile and people development areas
  • Issue is how to translate Agile to Service Management – learn by continuous improvement and experimentation
  • Leading ITSM from Scrum to Kanban talk
  • Olanned work (continuous service improvement and BAU) and unplanned work (major incidents) and how to write story cards for service management teams
  • Moving from Scrum to Kanban moved the team from being reactive to proactive but they missed the cadence and planning and did not respect WIP limits, so went back to Scrum
  • Tracked number of points which represents delivered service improvement
  • Showcases are a challenge outside of an IT management team – who should come?
  • Problem Management Analysts use a Kanban wall to track incidents and impacts
  • Buy in increasing in IT Service Management community, but slow uptake
  • ITIL – when implemented well, it provides real benefits to the customer
  • DevOps Days Brisbane – Why You’re Destroying DevOps – many correlations to what DevOps is experiencing now to what ITIL experienced 10 years ago
  • ITIL has nothing about culture, rather it is just focussed on process unlike Agile and Lean, it is also often pushed from above and has a compliance way of thinking due to certifications
  • Nigel Dalton keynote – The Cloud: It’s Not About The Money
  • Need to continue to support and coach the ITSM community and collaborate

TheAgileRevolution-89 (33 minutes)

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3 thoughts on “Episode 89: Intersecting Service Management, People Development & Agile

  1. Pingback: New PM Articles for the Week of May 11 – 17 - The Practicing IT Project Manager

  2. Pingback: Agilismo vs. ITIL | Miquel Blanch

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