1. Breaking the Vicious Cycle in IT
Operations
using an Agile/Kanban Recipe
Tal Aviv
tal@AgileSparks.com Talaviv@hotmail.com

2. A little bit of history: Where are we today and how did we get
here?
FORCES THAT SHAPE IT SERVICES

3. Growing Pains – How did we get here?
• Organizations started with a single Person IT
department.
• Growth led to increased IT needs.
• Growth led to Complexity.
• Complexity led to splitting IT into specialized
groups.
• Pressure for Cost cutting led to off shoring
and out sourcing.

4. Customer
Local Optima is The organization is satisfaction goes
encouraged less flexible down while costs go
up
Matrices created for
group performance Service Delivery
Additional rules and Managers are Proj mgr added for
procedures are brought on board to coordination
created coordinate Cust/IT between groups
Pressure to increase
efficiency
Quality of Service is Delivery time is
reduced missed
IT groups take
longer to respond
Coordination
between team is
more complicated
IT’s Current
Communication with
remote team is more
Each team is
specialized in it own
Reality Tree
complicated area
Use specialized
Use less expensive teams to gain
resources Outsource IT groups
economy of scale
Cut IT expenses
Market forces People are the most
IT is not a profit demand cut in IT expensive resource
center expenditure
Complexity in IT Additional IT
grows Resources needed
IT Dept growth
IT Is Expensive
Organization growth

5. Current State - Impact on Users
Confusion
Delays
Management
intervention

6. Current State - Impact on Users
Users feel that Quality of
service goes down due to:
Delays.
Missed due dates.
System complexity
complexity.
Total System unpredictability

7. Current State - Impact on IT Groups
Work in FIFO mode (unless
work is expedited).
Constant expediting led to
conflicting demands.
Conflicting demands led to
heavy multi tasking
tasking.

8. Current State - Impact on IT Groups
Specialized groups caused “silos”
and local measurements.
Specialized teams led to complex
coordination.
Complex Coordination led to more
management oversight.

9. Current State - Impact on IT Groups
Longer SLA in order to ensure work is
completed in the time promised.
short “touch time”
VS.
Long “wait time”.

10. Current State - Impact on IT Groups
Complexity leads to
increase in operating
costs.

11. Example
How can we break the cycle?

12. March 1st Req. Date < SLA Real life problems
Requested Projected
RM Number Opened Date Due Date 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 Aprimo
RM10823279
RM10780366
1/14/11
11/23/10
1/31/11
11/30/10
1/31/11work in progress
12/7/10work in progress
Due Date missed
New GlobalScape FTP Site
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.
Add Theresa Gallo GALLT001 to Business Objects
Due Date missed 2/15/11
RM10854853 2/14/11 2/18/11work in progress 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 passwords
RM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM app
RM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm
Requesting siteminder authentication for Casting
RM10828286 1/20/11 2/22/11 2/22/11work in progress Factory website
RM10830017 1/21/11 1/24/11 2/11/11work in progress
Req. Date < SLA
SETUP SITEMIDER TO DI WEB SERVER
Need access to database to authenticate EISS users
RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD
dis/pc/siteminder - requesting integration with
RM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metrics
RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers
Siteminder installation for new Windows 2008 server
RM10814291 1/6/11 1/14/11 1/27/11pending (.net)
Install Siteminder agent for new Cognos 10 Tm1 for
RM10819539 1/11/11 1/14/11 2/1/11pending Req. Stuck in Queue
deployment on iis webservers.
Reverse Proxy Siteminder setup request for
RM10842520 Progress even though
Work in 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com
Siteminder QA installation for new Windows 2008
we have lots of time
RM10864079 2/23/11 2/25/11 3/16/11work in progress server (.net)
RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for Aprimo
RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev
Request to change siteminder protected directory to /
RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer

13. Requested Date before SLA Date
Requested Projected
RM Number Opened Date Due Date 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 Aprimo
RM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP Site
RM10780366 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.
Add Theresa Gallo GALLT001 to Business Objects
RM10854853 2/14/11 2/15/11 2/18/11work in progress 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 passwords
RM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM app
RM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm
Requesting siteminder authentication for Casting
RM10828286 1/20/11 2/22/11 2/22/11work in progress Factory website
RM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER
Need access to database to authenticate EISS users
RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD
dis/pc/siteminder - requesting integration with
RM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metrics
RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers
Siteminder installation for new Windows 2008 server
RM10814291 1/6/11 1/14/11 1/27/11pending (.net)
Install Siteminder agent for new Cognos 10 Tm1 for
RM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers.
Reverse Proxy Siteminder setup request for
RM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com
Siteminder QA installation for new Windows 2008
no correlation between requested date
RM10864079
RM10866148
2/23/11
2/24/11
2/25/11
3/2/11
3/16/11work in progress
3/17/11work in progress
server (.net)
Setup new Site Minder for new application for Aprimo
RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev
to the projected date
RM10866934 2/25/11 2/28/11 3/18/11work in progress
Request to change siteminder protected directory to /
from /transfer

14. WHERE DO WE START?

15. Define Services and SLA
Service Is a user story that
define the action from the
point of view of the user
and has a definition of
done.

16. Define Services and SLA
• No request will be allowed to enter the
queue with requested date less then SLA
date.
• Special emergencies will be allowed only
by approval from queue manager
• Separate Requests from Incidents

17. Define Services and SLA – Why?
Predictability Leads to Trust
Users will know exactly what
they get and when they are
going to get it.

18. Missed Due Date
Requested Projected End
RM Number Opened Date Due Date 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 Aprimo
RM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP Site
RM10780366 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.
Add Theresa Gallo GALLT001 to Business Objects Group
RM10854853 2/14/11 2/15/11 2/18/11work in progress Members in Identity Manager
Many requests still miss
RM10856644
RM10864590
RM10867477
2/15/11
2/23/11
2/25/11
2/17/11
3/2/11
3/2/11
2/17/11work in progress
3/2/11work in progress
3/10/11work in progress
DCL West Coast Office needs abiltiy to reset passwords
IDM Access for STORM app
Create new OU in EC for MetaData/Storm
Requesting siteminder authentication for Casting Factory
their projected end date
RM10828286
RM10830017
1/20/11
1/21/11
2/22/11
1/24/11
2/22/11work in progress
2/11/11work in progress
website
SETUP SITEMIDER TO DI WEB SERVER
Need access to database to authenticate EISS users
RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD
dis/pc/siteminder - requesting integration with playtest
RM10846983 2/7/11 2/11/11 2/28/11work in progress 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 1/27/11pending Siteminder installation for new Windows 2008 server (.net)
Install Siteminder agent for new Cognos 10 Tm1 for
RM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers.
Reverse Proxy Siteminder setup request for
RM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com
Siteminder QA installation for new Windows 2008 server
RM10864079 2/23/11 2/25/11 3/16/11work in progress (.net)
RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for Aprimo
RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev
Request to change siteminder protected directory to /
RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer

19. Establish flow based on Prioritization and
coordination scheme
Is everyone on the
same page? What is urgent?
WHAT IS
NEXT?
Did we miss Is anything stuck?
anything?

20. What do we want?
• Self managed teams
• Reduced Multitasking
• Focus
• Increase flow

21. Rules of the game
Simple and to the point
• Limit the WIP – No work can become
work in progress if there are X number
of requests in the queue.
• SLA is published
• Requests should be processed by SLA
time.

22. Rules of the game
Establish Priority System
Due Date is King !
Subordinate priority decisions to
the Due Date

23. Rules of the game
Establish Priority Visual System
• Requests will be color coded (for example):
– Green – More then 66% of time is
available
– Yellow – Between 10% - 66% of time is
available
– Red – Less then 10% of time is available
– We are at risk of missing due date

24. Rules of the game
Establish Visual Priority System
Requests that missed their due date will be
color coded in BLACK
– Each Black request will be prioritized case
by case.
– Usually Black requests will either be
prioritized or due date will be renegotiated.

25. Opened Projected March 1st 2011 Green Yellow Red
RM Number Date Req. Date Date SLA 3/1/2011Status Brief Description Level Level Level
RM10818090 1/10/11 2/7/11 2/21/11 41 -8.00work in progress Add port 443 to efs.disney.com 27 14 4
corp-pc-reverse Proxy request- for Rostr
RM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progress application-- 27 14 4
RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress SetPlentyreverse proxy forfor
up external of time Aprimo 27 14 4
RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00work in progress New GlobalScape FTP Request
Green Site 11 5 2
RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00work in progress create globalscape ssh private key 9 4 1
New GlobalScape ftp site for sftp with external
RM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progress vendor. 9 4 1
Add Theresa Gallo GALLT001 to Business Objects
Yellow2/14/11 are
RM10854853 Req. 2/15/11 2/18/11 3 -10.88work in progress Group Members in Identity Manager 2 1 0
DCL West Coast Office needs abiltiy to reset
2/15/11 next
RM10856644 2/17/11 2/17/11 1 -12.00work in progress
Red Request, Deal
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
with it NOW !
Create new OU in EC for MetaData/Storm 8 4 1
Requesting siteminder authentication for Casting
RM10828286 1/20/11 2/22/11 2/22/11 32 -7.00work in progress Factory website 21 11 3
RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00work in progress
BLACK Request will be dealt
SETUP SITEMIDER TO DI WEB SERVER13
Need access to database to authenticate EISS users
7 2
RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00work in progress
with case by case basis
through their HUB ID and PWD 14
dis/pc/siteminder - requesting integration with
7 2
RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00work in progress playtest metrics 13 7 2
RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00work in progress Gate New Siebel Development and Test Servers 18 9 3
Siteminder installation for new Windows 2008
RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00pending Pending Request might need to 7
server (.net) 14
Install Siteminder agent for new Cognos 10 Tm1 for
2
RM10819539
Due date is King, all 2/1/11
1/11/11 1/14/11 20 -28.00pending get back into queue 7
deployment on iis webservers. 13
Reverse Proxy Siteminder setup request for
2
RM10842520
priority2/2/11 2/18/11 are
decisions 2/23/11 20 -6.00pending mobilebi.disney.com
Siteminder QA installation for new Windows 2008
13 7 2
RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progress server (.net) 14 7 2
subordinated to the due Setup new Site Minder for new application for
RM10866148 2/24/11
RM10866656
date! 3/11/11 3/17/11
2/25/11
3/2/11
3/18/11
20
20
16.00work in progress
17.00work in progress
Aprimo
DCP - add siteminder to PDL Dev
13
14
7
7
2
2
Request to change siteminder protected directory
RM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progress to / from /transfer 13 7 2
Color Coded Priority System

26. Visual Management - Cleaning up
• Visual Simplicity is the key
for self management.
• You cant improve if you cant
see.
• Start by cleaning up!

27. First, Clean Up the Queue
• Some of the Old work was removed
• New Due Date negotiated for some of the Black
requests
• 2 Opened Req. Date Projected SLA are approvedBrief Description priority
Black requests 3/1/2011 Status
RM Number Date Date
to be Green Yellow
Level 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
Cleaning up the mess
RM10839292 1/31/11
RM10863474 2/22/11
2/8/11
3/4/11
3/14/11 41
4/5/11 41
corp-pc-reverse Proxy request- for Rostr
13.00 work in progress application--
35.00 work in progress Set up external reverse proxy for Aprimo
27
27
14
14
4
4
New GlobalScape ftp site for sftp with
makes it easier for the team
RM10867039 2/25/11
RM10856644 2/15/11
3/11/11
2/17/11
3/11/11 13
3/17/11 29
10.00 work in progress external vendor.
DCL West Coast Office needs abiltiy to reset
16.00 work in progress passwords
9
19
4
10
1
3
member to understand
RM10864590 2/23/11
RM10867477 2/25/11
3/2/11
3/2/11
3/2/11 6
3/10/11 12
1.00 work in progress IDM Access for STORM app
9.00 work in progress Create new OU in EC for MetaData/Storm
Requesting siteminder authentication for
4
8
2
4
1
1
RM10828286 1/20/11 2/22/11 3/22/11 60 21.00 work in progress Casting Factory website 40 20 6
what he/she needs to work
RM10842863 2/3/11 2/11/11 3/24/11 49
Need access to database to authenticate
23.00 work in progress EISS users through their HUB ID and PWD
dis/pc/siteminder - requesting integration
32 16 5
RM10846983 2/7/11
RM10864079 2/23/11
on2/11/11
2/25/11
2/28/11 20
3/16/11 20
-1.00 work in progress with playtest metrics
Siteminder QA installation for new Windows
15.00 work in progress 2008 server (.net)
13
14
7
7
2
2
Setup new Site Minder for new application
RM10866148 2/24/11 3/2/11 3/17/11 20 16.00 work in progress for Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 17.00 work in progress DCP - add siteminder to PDL Dev 14 7 2
Request to change siteminder protected
RM10866934 2/25/11 2/28/11 3/18/11 20 17.00 work in progress directory to / from /transfer 13 7 2

28. Visualize the work ,
establish flow
Kanban

29. Visualize the work - Kanban
• Queue manager transfer request from
Service Center to Kanban board based on
color priority
• Team members pull work based on order
• WIP limit is strictly enforced

30. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864079
RM10864590
RM10866148
RM10818090 Use Kanban
RM10856644
RM10846983 Board for Visual
RM10866148
RM10839292 Self
RM10866656
RM10866934
RM10867039 Management
Definitions
Queue
Manager to Item pulled
All open Item that was work
ensure that no by a team
requests waiting completed and
information is member and
to be processed moved to customer
missing from is being
for approval.
the request worked on.
before entering
ready state

31. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864079
RM10864590 Top 3 requests from
RM10866148 the ready queue are
RM10818090
pulled in to work in
RM10856644 progress
RM10846983
RM10866148
RM10839292
RM10866656
RM10867039
RM10866934
RM10867477
March 1st 2011
Tech Team Pull work while keeping WIP Limits

32. The Next Day – March 2nd
• The Red request and 2 black are completed
• 3 New requests came in
Opened Projected Green Yellow Red
RM Number Date Req. Date Date SLA 3/2/2011 Status Brief Description Level Level Level
corp-pc-reverse Proxy request- for Rostr
RM10839292 1/31/11 2/8/11 3/14/11 41 12.00 work in progress application-- 27 14 4
RM10863474 2/22/11 3/4/11 4/5/11 41 34.00 work in progress Set up external reverse proxy for Aprimo 27 14 4
New GlobalScape ftp site for sftp with
RM10867039 2/25/11 3/11/11 3/11/11 13 9.00 work in progress external vendor. 9 4 1
DCL West Coast Office needs abiltiy to reset
RM10856644 2/15/11 2/17/11 3/17/11 29 15.00 work in progress passwords 19 10 3
RM10867477 2/25/11 3/2/11 3/10/11 12 8.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1
Requesting siteminder authentication for
RM10828286 1/20/11 2/22/11 3/22/11 60 20.00 work in progress Casting Factory website 40 20 6
Need access to database to authenticate EISS
RM10842863 2/3/11 2/11/11 3/24/11 49 22.00 work in progress users through their HUB ID and PWD 32 16 5
Siteminder QA installation for new Windows
RM10864079 2/23/11 2/25/11 3/16/11 20 14.00 work in progress 2008 server (.net) 14 7 2
Setup new Site Minder for new application
RM10866148 2/24/11 3/2/11 3/17/11 20 15.00 work in progress for Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 16.00 work in progress DCP - add siteminder to PDL Dev 14 7 2
Request to change siteminder protected
RM10866934 2/25/11 2/28/11 3/18/11 20 16.00 work in progress directory to / from /transfer 13 7 2
Request to change siteminder protected
RM10869001 3/1/11 3/15/11 3/18/11 16 16.00 work in progress directory to / from /transfer 11 5 2
Request to change siteminder protected
RM10869012 3/1/11 3/10/11 3/10/11 8 8.00 work in progress directory to / from /transfer 6 3 1
RM10869023 3/1/11 3/5/11 3/5/11 3 3.00 work in progress Urgent class request 2 1 0

33. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864079
RM10864590
RM10866148
RM10818090
RM10856644
RM10846983
RM10866148
RM10839292
RM10866656
RM10867039
RM10866934
RM10867477
March 2nd 2011
RM10869023
RM10869012
RM10869001

34. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864079
RM10864590
RM10866148
RM10818090
RM10856644
RM10846983
RM10866148
RM10839292
RM10866656
RM10867039
RM10866934
RM10867477 As work is being
RM10869023
completed, new work can
RM10869012 flow into the queues, based
on color priority
RM10869001
March 2nd 2011

35. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10869023 RM10864590
RM10866148 RM10839292 RM10818090
RM10856644 RM10867039
RM10846983
RM10866148 RM10867477
RM10866656 RM10869012
RM10866934 RM10864079
RM10869001
March 2nd 2011

36. March 3rd
• 2 urgent requests came in
Opened Projected Green Yellow Red
RM Number Date Req. Date Date SLA 3/3/2011 Status Brief Description Level Level Level
corp-pc-reverse Proxy request- for Rostr
RM10839292 1/31/11 2/8/11 3/14/11 41 11.00 work in progress application-- 27 14 4
RM10863474 2/22/11 3/4/11 4/5/11 41 33.00 work in progress Set up external reverse proxy for Aprimo 27 14 4
New GlobalScape ftp site for sftp with external
RM10867039 2/25/11 3/11/11 3/11/11 13 8.00 work in progress vendor. 9 4 1
DCL West Coast Office needs abiltiy to reset
RM10856644 2/15/11 2/17/11 3/17/11 29 14.00 work in progress passwords 19 10 3
RM10867477 2/25/11 3/2/11 3/10/11 12 7.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1
Requesting siteminder authentication for Casting
RM10828286 1/20/11 2/22/11 3/22/11 60 19.00 work in progress Factory website 40 20 6
Need access to database to authenticate EISS users
RM10842863 2/3/11 2/11/11 3/24/11 49 21.00 work in progress through their HUB ID and PWD 32 16 5
Siteminder QA installation for new Windows 2008
RM10864079 2/23/11 2/25/11 3/16/11 20 13.00 work in progress server (.net) 14 7 2
Setup new Site Minder for new application for
RM10866148 2/24/11 3/2/11 3/17/11 20 14.00 work in progress Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 15.00 work in progress DCP - add siteminder to PDL Dev 14 7 2
Request to change siteminder protected directory
RM10866934 2/25/11 2/28/11 3/18/11 20 15.00 work in progress to / from /transfer 13 7 2
Request to change siteminder protected directory
RM10869001 3/1/11 3/15/11 3/18/11 16 15.00 work in progress to / from /transfer 11 5 2
Request to change siteminder protected directory
RM10869012 3/1/11 3/10/11 3/10/11 8 7.00 work in progress to / from /transfer 6 3 1
RM10869023 3/1/11 3/5/11 3/5/11 3 2.00 work in progress Urgent class request 2 1 0
Request to change siteminder protected directory
RM10869001 3/2/11 3/15/11 3/18/11 15 15.00 work in progress to / from /transfer 10 5 2
RM10869077 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0
RM10869097 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0

37. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10866656 RM10867477 RM10869023 RM10864590
RM10866934
RM10869012 RM10839292 RM10818090
RM10869001
RM10864079 RM10867039
RM10846983
RM10866148
RM10856644
RM10866148
March 3rd 2011
RM10869077
RM10869097 Color system keeps it simple
RM10869101

38. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10869077 RM10867477 RM10869023 RM10864590
RM10869097 RM10869012 RM10839292 RM10818090
RM10864079 RM10867039
RM10846983
RM10866656
RM10866148
RM10866934
RM10856644
RM10869001
RM10866148
RM10869101
March 3rd 2011

39. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10869077 RM10839292 RM10864590
RM10869097 RM10869012 RM10867039 RM10818090
RM10864079 RM10867477 RM10846983
RM10866656
RM10866148
RM10869023
RM10866934
RM10856644
RM10869001
RM10866148
RM10869101
March 3rd 2011

40. RESULTS
• Standard flow
• Self Managed teams
• Clear priority system
• Reduced time to market
• Predictability – Trust –
Customer Satisfaction

41. How do we coordinate several
groups?
• Each Service will have tasks for one
or multiple groups.
• Each task will have an SLA.
• Each group will use the color coding
system to prioritize work towards a
common Service due date (see
example).

42. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864088
Request RM10864079 has 3
RM10864079-1 tasks that go to 3 separate
groups.
Based on the Service SLA,
each group will have a sub
RM10864079-2 SLA for its task.
RM10864099
If there are dependencies,
the Queue Manager will not
RM10864079-3 designate his task as ready
until work on the previous
RM10867039
task is in Customer
RM108640192 Acceptance
Use the same principles to coordinate between teams

43. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864088
RM10864079-1
RM10864079-2
RM10864099
RM10864079-3
RM10867039
RM108640192

44. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Acceptance
RM10864088
RM10864079-1
RM10864079-2
RM10864099
RM10864079-3
RM10867039
RM108640192

45. WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer
Color of task might have Acceptance
RM10864088 changed while in the works
RM10864079-1
RM10864079-2
RM10864099
RM10864079-3
RM10867039
RM108640192

46. We gained even more
• Management oversight for
coordination was reduced.
• Increase cross team
collaboration.
• Increased transparency.
• Reduced Complexity and
Operating costs.

47. 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

48. Questions?

49. Frequently Asked Questions
• What if the customer does not approve?
– Requests not approved by the customer will go
back to the queue with priority Red and flow
through the process again.
• Why do we need Ready queue?
– In order to ensure that work flows through
the process, we need to ensure that all
information is available to the technical staff.
The ready queue is for work ready to be
processed and all information is available

50. Frequently Asked Questions
• How do we ensure that Green tickets will
be done on time?
– The color of the ticket will change with time. If
we penetrate the buffer and the ticket becomes
yellow or red, it will automatically move up on
the priority list
• What about super urgent work such as
incidents?
– Incidents might need to be a separate class of
service. Prioritization of incidents might be
based on Severity and not by due date

51. Frequently Asked Questions
• How do we find the right SLA?
– Too many green – SLA too big
– Too many Red – SLA too short

52. For Additional Information
tal@agilesparks.com
talaviv@hotmail.com

53. Thank you

54. About the Speaker Tal Aviv/Ovadia
http://il.linkedin.com/pub/tal-ovadia/2/76/586
Blog: Duckmanagement.blogspot.com

55. Appendix

56. Cleaning up
• Phases of LEAN 5S
– 1.1 Sorting (Seiri)
– 1.2 Straightening or setting in order / stabilize
(Seiton)
– 1.3 Sweeping or shining or cleanliness /
systematic cleaning (Seiso)
– 1.4 Standardizing (Seiketsu)
– 1.5 Sustaining the discipline or self-discipline
(Shitsuke)