Agile methods have revolutionized the way Software Development is done and Lean manufacturing have infected IT people's mindset. The "virus" is spreading all over the whole IT Service Management "body", affecting Service Desk function largely. This is an effort to coin understanding of Agile and Lean principles from the perspective of Service Desk function and summarize implications on everyday's work. Some applicable designs of the Kanban boards will be discussed and could serve as a basis of your own experiments. Vladimir is consultant and trainer in Project Management and IT Service Management, IPMA-B and ITIL Expert certified. Board member at International Project Management Association Latvia, IPMA 4 level certification system assessor and active member of regional itSMF society. Teaching Programme and Project Portfolio Management for masters in Project Management. Owner of ITSM LLC, company that is solving IT Management issues, providing consulting and trainings, CIO for rent, adopting and adapting IT Service Management and tools. Have been speaking on global TFT12 conference about his recent project in Russia, where Kanban board was used as a tool for IT management to execute ITSM programme. Follow on Twitter @vivanovs and contact on LinkedIn http://www.linkedin.com/in/vivanov

1. How Lean and Agile
Can Your Service Desk
Be?

3. Mr.SPOCK

4. What will you get?

5. Service Desk
• ITIL and ITSM
• Service Desk vs Help
Desk
• Reactive vs Proactive
• Skills and knowledge
• Toolset
• Organisation Culture
and Silos
• Measuring the wrong
things

6. Agile

8. Agile is NOT
• Agile is not binary
• Agile is not about
specific methods or
practices
• Agile is not a goal
• Agile is not complete
• Agile is not a silver
bullet

9. Agile Principles

10. Agile Principles for SD
1. Satisfy the customer
2. Change is good
3. Deliver frequently, shorter timescale
4. Work together with customer/business
5. Motivated individuals
6. Prefer face-to-face conversation, call instead of e-mail
7. Working systems/services is primary measure of progress
8. Processes maintain pace
9. Attention to details
10. Simplicity
11. Self-organizing teams
12. Team reflects, tunes and adjusts behavior

11. Lean Enterprise

12. Lean Principles

13. Lean Software Development

14. Lean SW Dev principles
1. Eliminate waste
2. Amplify learning
3. Decide as late as
possible
4. Deliver as fast as
possible
5. Empower the team
6. Build integrity in
7. See the whole

15. Customer Story

16. What is Kanban?

17. Focus on Time and Scope

18. Focus on Painkillers and WIPs

19. Focus on Incident process

20. View Incidents as Cards

21. What is Scrumban?

22. For inspiration

23. For further study
1. 10 Kanban boards
and their context
2. 10 pitfalls when
implementing
Kanban
3. Introducing Kanban
in Operations

24. Let’s experiment and share!

25. Subscribe to the next event
Trends in IT Service Management
March 20, 9:00am GMT
Agility and Leanity in ITSM, V.Ivanov

26. Questions?

27. Contacts
linkedin.com/in/vivanov
vladimir@ivanov.lv
+371 29160633
v.ivanovs
@vivanovs (Vladimir_ITSM)

28. 1.
Sources
TFT12 videos, @SDI channel, http://www.youtube.com/user/ServiceDeskInstitute
2. TFT13 list, http://list.ly/2OV
3. mr.SPOCK, http://www.flickr.com/photos/rangerbob/4550058804/
4. Cabinet Office's, APM Group or TSO's logos or trade marks, http://www.itil-officialsite.com/
5. Dilbert, http://dilbert.com/strips/comic/2005-11-16/
6. Manifesto for Agile Software Development, http://www.agilemanifesto.org/
7. Winston Royce (1970), Managing the Development of Large Software Systems,
http://www.cs.umd.edu/class/spring2003/cmsc838p/Process/waterfall.pdf
8. http://www.biggerplate.com/mindmaps/OKG4aO2i/agile-principles
9. Henderson&Larco, Lean Transformation: How to Change Your Business into a Lean Enterprise, http://www.leantransformation.com/lean-
transformation.html
10. Yasuhiro Monden (1998), Toyota Production System, An Integrated Approach to Just-In-Time
11. Mary Poppendieck, Tom Poppendieck (2003), Lean Software Development: An Agile Toolkit
12. http://en.wikipedia.org/wiki/Lean_software_development
13. Poppendieck @amazon http://www.amazon.ca/s/178-4167695-2803138?_encoding=UTF8&field-author=Mary%20Poppendieck&search-
alias=books-ca
14. Principles of Lean Thinking,
http://www.itc.mb.ca/downloads/resources_by_topic/princ_lean%20thinking/PrinciplesofLeanThinkingRevD2004.pdf
15. Lean.org, http://www.lean.org/whatslean/principles.cfm
16. Crisp.se, Kanban, http://www.crisp.se/gratis-material-och-guider/kanban
17. OnTime Help Desk, http://www.ontimenow.com/help-desk
18. Corey Ladas (2008), Scrumban: Essays on Kanban Systems for Lean Software Development
19. Skarin, 10 kanban boards and their context,
http://dl.dropbox.com/u/1638038/publikationer/10%20kanban%20boards%20and%20their%20context/10%20different%20kanban%20bo
ards%20and%20their%20context%20-%20mskarin.pdf
20. Skarin, 10 pitfalls when implementing Kanban, http://gotocon.com/dl/goto-cph-
2011/slides/MattiasSkarin_10PitfallsWhenImplementingKanban.pdf
21. Skarin, Introducing Kanban in Operations, http://blog.crisp.se/mattiasskarin/files/slides/introducing_kanban_in_operations.pdf
22. BrightTALK, http://www.realwire.com/writeitfiles/BrightTALK_Logo_BlackGreen_LRG.jpg
23. Ivanov, No time to work on improvements? Find it with Kanban! @TFT12, http://bit.ly/TFT12Kanban-live