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

2

INTRODUCTION

3

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

4

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

5

Overcoming Problem Management Challenges

6

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

7

Lean IT

Waste

Overburden

Unevenness

Identify Problem Management Process Improvements

8

Agile Service Management

Improvement

Backlog

Sprint

Backlog

Sprint

Period

Releasable

Improvements

Regular

Meeting

Deliver Problem Management Process Improvements

9

Kanban

Manage Problems

Pull System Work in Progress Task Board

10

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

12

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

13

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

14

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

15

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

16

IMPROVEMENT DELIVERY

17

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)

18

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)

19

Process Improvement – Agile Service Management

Prioritised

Improvements

Sprint

Meeting

Sprint

Backlog

Sprint Sprint

Release

Release

Planning

Meeting

Implement

ReleaseFeedback

Workshop

Ideas

Implementation (3/3)

20

MANAGEMENT OF PROBLEMS

21

Management of Problems

Problem Backlog Prioritisation Limit WIP Backlog RefinementAcceptance Validation

Set Up (1/3)

22

Management of Problems

Task Board Stand-Up’s &

Retrospectives

Communications Exception

Handling

CadenceParking LOT

Set Up (2/3)

23

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

24

FINAL THOUGHTS

25

Overcoming Implementation Challenges

• Collaborative Culture

• Stop Starting

• Minimum Viable Product

• Fail Fast

26

To Begin the Journey

• Identify Waste

• Set-Up Process Improvement Structure

• Problem Backlog Refinement

• Establish Collaboration Mechanism

27

Resources

• Agilemanifesto.org

• The Agile Service Management Guide – Jayne Gordon Groll

• Leanitassociation.com

• Kanban: Successful Evolutionary Change - David J. Anderson

28

Cameron AbelProcess Specialist, Kinetic IT

Sachin BhatnagarProcess Specialist, Kinetic IT

cameron.abel@kineticit.com.au

www.linkedin.com/in/camabel

sachin.bhatnagar@kineticit.com.au

www.linkedin.com/in/sbagile

Contact Details

29

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