service strategy and design
DESCRIPTION
Key Principles Outcome Focused Services Transparency & Collaboration Self Organizing Empowered Teams Stakeholder Engagement Accountability Flow with Small Batches Continuous Inspect and Adapt. Using Lean, Agile and ITSM to Deliver Spectacular Results John E Parker, CEO Enfocus Solutions. - PowerPoint PPT PresentationTRANSCRIPT
1© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change Management
Using Lean, Agile and ITSMto Deliver Spectacular
ResultsJohn E Parker, CEO Enfocus Solutions
LeanChangeMethod
Key Principles• Outcome Focused Services• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Flow with Small Batches• Continuous Inspect and Adapt
EnfocusSolutions
2© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
John E. Parker
• Chief Executive Officer of Enfocus Solutions Inc.• Previous Positions
o Chief Visionary Officer of Enfocus Solutions Inco EVP and CTO, MAXIMUS Inc.o Outsourced CIO for HSHS (Large Healthcare System)o EVP and Cofounder, Spectrum Consulting Groupo KPMG Partner
• Expertiseo Agile Development: Scrum and Kanbano Lean Software Developmento IT Strategic Planning and Managemento Business Change Managemento IT Strategic Planningo Business Analysiso ROI and Financial Analysis
Contact:• http://enfocussolutions.com• [email protected]
3© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
10,000 Foot View
Agile Lean ITSM BusinessChangePPM Release
Management
ShorterTime
HigherQuality
LowerCost
UserAdoption
Business Value
IncreasedSatisfaction
4© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Agile: Where are the BAs and PMs?One View of the Future
• Scrum and Kanban will continue to be the predominant agile methods. Scrum has three roles: Product Owner, Team, and Scrum Master.
• In Scrum, Requirements are defined using User Stories by the Product Owners and Teams. Requirements analysts are no longer needed as the teams and product owners now define the requirements.
• Testers will become part of Scrum Teams developing Automated Tests in conjunction with program code.
• ITIL® Service Strategy and Design will finally become a reality as organizations define End-to-End Business Services.
• Project Management Offices transform into Enterprise Portfolio Management Offices moving from bureaucracies to keys for delivering value by shifting their focus from managing tasks/costs to managing services and outcomes.
• IT will continue to struggle to keep up with the fast changing business demand and moves from project-driven delivery to continuous delivery of service enhancements using efficient demand management methods.
• Project Managers manage Release Trains which consists of a team of agile teams and becomes the primary program level value mechanism.
5© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Agile: Where are the BAs and PMs?One View of the Future
• More emphasis will be placed on discovery, validation, and learning using methods such as Lean Startup.
• Business Analysts will discover and validate business, customer, user and service needs for Features and negotiate business changes with stakeholders.
• New methods for organizational change, such as the Lean Change Method are used to help the organization adjust to the amount of change.
• Architects work with business SMEs to define business capabilities and maintain the Business Architecture that is used for portfolio decisions and managing change.
• DevOps teams work to automate release and deployments.
• Business customers and users have full transparency and collaborate with other teams in co-creation, management and validated learning to delivering better outcomes.
6© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
It takes more than just implementing agile development practices to make an agile enterprise.
Software Value Stream
Business
DevelopmentInfrastructure &
Operations
Customers Users
ProductManagers
BusinessLeaders
FinanceCompliance
HR
TeamTeam
Team
Team
External Customers
Internal Customers
ServiceDesk
Security Operations
Infrastructure
DBA
Releases
Needs
Marketing
SoftwareRequests
Support
Services
Support
7© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
How Waste and Blockages Occurs
Business
DevelopmentInfrastructure &
Operations
Customers Users
ProductManagers
BusinessLeaders
FinanceCompliance
HR
TeamTeam
Team
Team
External Customers
Internal Customers
ServiceDesk
Security Operations
Infrastructure
DBA
Releases
Needs
Marketing
SoftwareRequests
Support
Services
Support
Not Using MMFs
NotInvolved
Not Prioritizing Features
Not DoingIncremental
Development
Testing Involved after Development
Not Involved Upfront
Rigid Release &
Deployment
Don’t Understand Big Picture
Needs Not Validated
SlowAdoption
SlowApprovals
8© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Scaled Agile Framework™ Big Picture
9© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Scaled Agile Framework®
• The Scaled Agile Framework has been proven at many large organizations and works really well for managing solution development for lean, agile organizations.
• However, it is not enough for moving to Enterprise Agility as it lacks the following:o Service Portfolio Management and Service Designo Feature Discoveryo Organizational Change Management (People)o Business Change Management (Processes, Data)o Release and Deployment (DevOps) is limited
AgileDevelopment
Scaled Agile
EnterpriseAgility
What is your Goal?
10© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Portfolio
Program
Team
Enfocus SolutionsLean Agile Service Framework
Business Discovery & Change Solution Delivery
Business ArchitecturePortfolio Backlog
Team Backlog
Feature
Business Project
Story
SDP
PeopleChange
Objectives
ChangeCanvas
Release Train
Architecture Project
Transformation Project
Roadmap
Sprint
DemandManagement
BenefitsRealization
Vision
Business CaseProj
ect
ImpactsSDP
Feature
Feature
Release Plan
Feature
Feature
Feature
Story Story
Story Story Story
Story Story Story
ServiceChange
DataChange
RuleChange
ProcessChange
Discovery
Feature Backlog
Service Portfolio
ServiceService
Negotiated Change
Validated Learning Valuable Software
BusinessOutcomes
Innovation & Need
LeanBusiness Value
Business Customer User Service
BusinessModel
Delivery
Bundle BundleBundle Bundle
Sprint
Sprint
Sprint
Sprint Sprint
Kanban Kanban
Needs Scenarios
Satisfaction Conditions
Tests
Requirements
Bundle
HIP HIP HIPHIPHIP
Technical TeamsBusiness Teams
11© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change ManagementLean
ChangeMethod
Key Principles• Outcome Focused Services• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Flow with Small Batches• Continuous Inspect and Adapt
Using Lean, Agile and ITSMto Deliver Spectacular
Results
EnfocusSolutions
12© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Agile Really About?
ValuableSoftware
Self-Organizing
Teams
• Faster Time to Market• Higher Customer Satisfaction• Better Quality• Increased Business Value
• Manage Changing Priorities• Shorter Feedback Cycles• Velocity • Rapid Learning• Cadence and Flow
• Empowered individuals• Collaboration • Democratic decision-making• Transparency
13© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Scrum, Kanban, or Both
ScrumFor application Development
KanbanFor Infrastructure,
Portfolio Management, and Business Change
Kanban is a continuous flow process: items enter the queue and then get “pulled” through a series of steps in the development process. Kanban is often visualized on a Kanban board and each step is represented by a column.
Scrum is a simple yet incredibly powerful set of principles and practices that help teams deliver products in short cycles, enabling fast feedback, continual improvement, and rapid adaptation to change. As the leading Agile development framework, Scrum has predominantly been used for software development, but it is also proving to be effective in efforts far beyond.
14© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
15© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Consider Kanban if…
• Priorities shift on a daily basis.
• You have a need for more flexibility.
• If you implement Agile portfolio and program management practices.
• You need to manage business change activities.
• You are using Scrum, but having a difficult time applying to your work context (e.g. Maintenance and Operations).
• Struggling with implementing Agile in your organization.
• Need a gradual transition from waterfall type execution to Agile in order to avoid high levels of organizational resistance.
• Using Scrum or other agile methods, but performance improvements have not materialized or started to level off.
16© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Kanban is For Areas Other than Software
Kanban for Portfolio Management Kanban for Marketing
Kanban for Production Support Kanban for Sales
17© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change ManagementLean
ChangeMethod
Key Principles• Outcome Focused• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Lean Flow with Small Batches• Continuous Inspect and Adapt
Using Lean, Agile and ITSMto Deliver Spectacular
Results
EnfocusSolutions
18© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is PPM Really About?
Business Outcomes
Flow
• Higher ROI• Faster Time to Value• Innovation• Benefits Realization
• Roadmaps (Features)• Release Trains (Bundles)• Efficient Value Streams• Eliminating Waste• Collaboration
• Business Case (Projects)• Vision• Business Objectives• Prioritization• Transparency
19© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
State of PMOs: It is Time for a Change
• Most companies with high utilization of PMOs see materially higher IT costs while also failing to deliver projects with higher ROI or better on-time and on-budget performance. (Hackett Group Report, November 2013)
• Since 2008, the correlated PMO implementation failure rate is over 50% (Gartner Project Manager 2014)
• 50% of project management offices close within 3 years (Association for Project Management,2012)
• Only a third of all projects were successfully completed on time and on budget over the past year (Standish Group’s CHAOS report)
• 68% of stakeholders perceive their PMOs to be bureaucratic (2013 Gartner PPM Summit)
• Only 40% of projects met schedule, budget and quality goals (IBM Change Management Survey of 1,500 execs, 2010)
20© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
The Old Way The New WayManaging tasks and adhering to a rigid plan. Managing a value stream focusing on customer
engagement and satisfaction.
Tight change management and control over amendments to the plan.
Anticipating change and accommodating changes as business needs change
Breaking down the project into phases, tasks, and steps
Breaking down the project into independent components called Features that can be built and delivered quickly.
Project success was determined based on whether the project was delivered on time and on budget.
Project success is determined based on achieving desired business and customer outcomes.
Focus was on managing tasks and resources. Focus is on managing collaboration between team resources and stakeholders to achieve agreed upon objectives.
Focus is on tracking costs, time, and tasks. Focus is on maximizing the delivery of business value more quickly.
Transform the PMO from Bureaucracy to Key Enabler of Agile and Business Value
21© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Vision and Objectives
Roadmap
Release Plan
SprintPlan
DailyPlan
Portfolio
Program
Team
Defines Who, What, When, and Why, Constraints, Assumptions, Objectives, and Outcomes
Provides a view of planned features by service organized by releases over a timeline horizon (6-12 months)
Facilitated by RTE, Teams participate in developing a plan of what will be delivered in the next release.
Stories, tasks, definition of done, level of effort, and commitment for work to be done in a Sprint.
Presented at daily standup meetings in the form of 1) what I did yesterday,2) what will be done today, and 3) what are my impediments.
The Five Levels of Agile Planning
22© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service
Feature
Portfolio
Program
Team
Feature
Feature
Service
Agile Service PPM
Feature
Feature Feature
Feature Feature
Feature
Story
Story
Story
Story
Story
Story
Story
Story
Story
Story
Task
Task
Task
Task
Task
Task
Task
Task
Task
Task
Services Packages all the technologies,
processes, and resources across IT needed to deliver business
outcomes.
FeaturesFeatures describe the functionality, warranty, and customer experience
to deliver an outstanding service.
StoriesStories (user, technical, infrastructure)
are the Agile replacement for traditional requirement specifications.
TasksStories are broken into tasks and
assigned to individual team members.
23© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Enterprise PMO
Enterprise Portfolio Management Office
Portfolio Management(Build IT Services)
Service Management (Run IT Services)
• Portfolio Management• Program Management• Project Management• Roadmapping• Release Planning
• Service Desk• Service Level Management• Availability Management• Security Management• Service Continuity
Management• Incident Management• Problem Management• Configuration Management• Change Management
Business ChangeManagement
(Manage Change)
• Business Outcomes/KPIs• Business Process Management• Organizational Change• Business Rules• Business Information Management
24© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change ManagementLean
ChangeMethod
Key Principles• Outcome Focused• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Lean Flow with Small Batches• Continuous Inspect and Adapt
Using Lean, Agile and ITSMto Deliver Spectacular
Results
EnfocusSolutions
25© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is ITSM Really About?
CustomerOutcomes
ServiceDesign
• Lower Costs• Better Customer Experience• Successful Customer Outcomes• Innovation & Competitive
Advantage
• Utility• Warranty• Customer Experience• Outcomes
• Business Discovery• Customer Discovery• Service Discovery• User Discovery
26© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
2001 2006 2011 2016
InfrastructureOnly
Infrastructure &Applications
Business Shared Services
IT Process Optimization (ITIL)Standard operational processes (e.g., problem or incident management) to
ensure predictable delivery
Infrastructure ServicesHosting, network, and storage become orderable services in a service catalog
End-to-End IT ServicesPackages all the technologies, processes, and resources across IT needed to deliver a specific business outcome while hiding technical complexity
Business Shared ServicesCombines IT and non-IT resources
required to deliver a specific business outcome
Evolution of Service Management
Limitation: Needs StrongCEO Support
Limitation: Infrastructure aloneis unable to drive businessoutcomes or solve business needs
Limitation: No impact on transparency or responsiveness to business partners
Infrastructure services and end-to-end IT services can coexist.
The move to deliver IT within business services has different origins and usually emerge outside IT.
Source: CEB CIO Executive Board
27© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Services that have been retired.
Services that are used by the business.
Services being developed including new feature or components for existing services.
Service Portfolio Management
28© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Procure to PayService
Order to CashService
Hire to RetireService
Service PortfolioServices Supporting Business Capabilities
Product Portfolio
AccountsPayable Purchasing
PurchaseData
Warehouse
Vendor Data Management
AccountsReceivable
CustomerRelationshipManagement
OrderManagement
Sales DataWarehouse
Payroll HumanResources
Employee Master Data
Sales DataWarehouse
Servers & Storage Network Database
Management Security
Service Portfolio
Application Software
Infrastructure and Operations
Desktops & Mobile Operations Service
Desk
29© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Defining End-to-End ServicesEnd-to-End services package together the people, processes, technology and data that support key business capabilities and user activities.
Web and SOA ServicesWeb services and SOA components that can be published and discovered and invoked by applications.
Infrastructure ServicesServers, storage, network and other technologies offered by the infrastructure team.
Application ServicesServices to implement, maintain and support software applications.
End-to-End IT Services
IT Service: Claims ProcessingSupports all major activities relating to claims processing including receiving, investigating, processing, and reporting
ClaimsProcessing
System
DocumentManagement
System
Integration with Accounts
Payable, and eDiscovery
Infrastructure Services for Storage, Servers, Network.
Service Desk application support for claims processing.
Support ServicesServices to support customer and users in acquiring, using, and changing the service.
End-to-End IT services cross IT silos and are aligned closely to business activities, outcomes or capabilities.
Types of IT Services End-to-End Service Example
30© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service Design: Two Perspectives
UtilityFitness for Purpose
WarrantyFitness for Use
ExperienceDesirability and
Perception
31© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Customers Think End-to-End Experience
Which Customer Would You Like to Be?
32© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
BusinessDiscovery
CustomerDiscovery
UserDiscovery
• Business Model• Business Case• Business Objectives• Expected Performance• Capability Gaps• Business Changes• Pricing Models• Balanced Scorecard
• Customer Needs• Touchpoints• Customer Personas• Market Needs• Business Process Design• Demand
• User Needs• User Personas• User Expectations• User Activities• Scenarios• Learning• Prototypes• Storyboards• Usability
Feature Discovery
ServiceDiscovery
• Service Definition• Service Components• Service Delivery Strategy• Capabilities• Resources• Service Improvement
33© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change ManagementLean
ChangeMethod
Key Principles• Outcome Focused• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Lean Flow with Small Batches• Continuous Inspect and Adapt
Using Lean, Agile and ITSMto Deliver Spectacular
Results
EnfocusSolutions
34© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Release Management Really About?
Organization and Culture
Planning
• Transparency• Collaboration• Cross-functional teams• Agile Values (e.g. Commitment)
• Release Trains• Transparency of Business
Priorities• Transition Requirements• Verification & Validation
• Automated Testing• Automated Deployment• Monitoring• Cloud – Elastic Load Balancing• Version Control• Configuration Management
35© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Release Planning
Vision
Roadmap
Transition Requirements
Release Train
Team Team Team
Bundle Bundle Bundle
• PSI Objectives• Requirements• Lifecycle Events• Verifications
• PSI Objectives• Requirements• Lifecycle Events• Verifications
• PSI Objectives• Requirements• Lifecycle Events• Verifications
Release Plan
36© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
DevOps
Vanson Bourne Survey of 1,300 Senior IT Executives
DevOps is a cultural and professional movement that stresses communication, collaboration and integration between software developers and IT operations professionals.
37© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change ManagementLean
ChangeMethod
Using Lean, Agile and ITSMto Deliver Spectacular
Results
Key Principles• Outcome Focused• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Lean Flow with Small Batches• Continuous Inspect and Adapt
EnfocusSolutions
38© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Lean Really About?
Satisfy the Customer
Reduce Cycle Times
• Faster Time to Market• Enhanced Customer Experience• Increased Value• Higher Quality
• Less Waste• Small Batch Sizes• Just-in-Time• Concurrent Processing
• Empowered IndividualsShared Knowledge
• Collaborative Problem solving• Collaboration & Transparency• Continuous Improvement
39© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Lean Software Development Principles
7 Lean Principles as defined by Mary and Tom Poppendieck
40© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
7 Wastes of Software Development
Waste Examples1. Partially Done Work • Failure to properly validate a feature before assigning it to a team
• Prioritizing a story without having complete information from Product Owner• Incomplete/inadequate tasks identification
2. Extra Features • Lack of understanding of the Product Vision• Not prioritizing product features• Failure to understand the real needs of users and other stakeholders• Gold plating Features or not defining MVFs
3. Relearning • Lack of a proper knowledge-sharing process• Lack of required documentation from stakeholders
4. Hand-Offs • Failure to define tasks correctly to complete a story• Teams working from different locations• Lack of visibility and transparency of the information
5. Delays • Poorly designed review and approval process• Using paper instead of documents to transmit information• Unwanted non-value-added activities• Too many things in progress
6. Task Switching • A shared team working on multiple projects• A person assigned to multiple teams• Interruptions in the ongoing tasks• Testers are not part of the team and involved late in the process
7. Defects • Staring development on a story with limited understanding on the story• The story does not satisfy the INVEST principle or does not have acceptance criteria• Missing Conditions of Satisfaction on Features• Lack of technical skill sets for team members
As Defined by Mary and Tom Poppendieck
41© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Remove Delays and WasteObtaining Approvals Is Usually the Biggest Source of Delays
Which Provides a Better Return?• Getting Better at What you Do or• Eliminating Delays Between What you Do
Process Cycle Efficiency
42© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Signoffs and Approvals
For Agile, it is imperative to move away from a traditional “Review and Approve” process to an “Inspect and Adapt” process. To do this requires:
• Transparency
• Stakeholder Engagement
• Efficient Inspect and Adapt Methods
43© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Manage Knowledge not Paper
• When agile scales, the amount of interaction between teams and other stakeholders grows exponentially creating significant challenges for organizations.
• Paper documentation is anti-agile; distribution and version control of paper documents is burdensome and causes delays.
• Use Enfocus Solutions to manage knowledge and eliminate costly waste from using paper documents.
44© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Service StrategyAnd Design
Agile Portfolio and
Program Management
Agile Development
Release & Deployment
Management
Lean Value Streams
ITILSAFeScrum Kanban ITIL DevOps
Lean
Lean Business Change ManagementLean
ChangeMethod
Key Principles• Outcome Focused• Transparency & Collaboration• Self Organizing Empowered Teams• Stakeholder Engagement• Accountability• Lean Flow with Small Batches• Continuous Inspect and Adapt
Using Lean, Agile and ITSMto Deliver Spectacular
Results
EnfocusSolutions
45© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What is Agile Business Change Really About?
BusinessOutcomes
Business
Model &
Process
Change
OrganizationalChange(People)
• Innovation• Faster Time to Benefit• Customer Satisfaction• Rapid User Adoption
• Organizational Change• Business Processes• Knowledge and Data• Supporting IT Services• Governance and Rules
• Stakeholder Engagement• Collaboration & Transparency• Shared Knowledge• Learning
46© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Change is Difficult
Results of Failure to Change• Reduced Functionality• Workarounds• Reduced Productivity• Customer Defection• Losses to Competition• Regulatory Sanctions• Business Contraction• Business Cessation
70% of Change Initiatives Fail• Lack of a structured change process• Unpredictable nature of people
Old change models Don’t WorkIt’s time to change the way we change our
organizations.
Because of the amount and frequency of change, it is necessary to revise change
methods as organizations move to Agile.
47© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Portfolio
Program
Team
Enfocus SolutionsBusiness Discovery and Change
CollaborativeBusiness Architecture
Objectives
ChangeCanvas
Release Train
Vision
Business CaseProj
ect
Impacts
Discovery
Service Portfolio
ServiceService
Validated Learning
Business Customer User ServiceBusinessModel
Bundle Bundle
Kanban Kanban
Needs
Scenarios
People Technology Data Business RulesProcess
Impacts, Gaps, and Risk
People Technology Data Business RulesProcess
Negotiated Changes
Utility
Warranty
•Negotiated Change
•MVCs
• AS IS• TO BE
• SLAs• OLAs• Contracts• Components
• Quality• Security• Conversion• Usage
• Compliance• Procedures• Decisions• Workflow• Roles
TouchpointsOutcomes
Bundle
Kanban
Bundle
Kanban
Bundle
Kanban
Stakeholder Engagement
Transparency
I&A I&A I&A I&A I&A
48© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Identify What Business Changes Are Needed
Define Impacts. Address what the needed changes will impact.• People. Which people or
organizations will be impacted by the project?
• Processes. What business processes will be impacted?
• Governance. What rules constrain the project?
• Data. What data and knowledge is needed?
• Technology. What IT services and technologies will be impacted?
• Projects. What other projects will be impacted by the project?
49© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Negotiate Changes• Assign impacts to
organizational change professionals or super users within the organizations.
• Stakeholders should be actively involved in the change(Negotiated Change).
• Changes should be made in small steps and then validated (Validated Learning).
• Engaging stakeholders like this can significantly improve outcomes and decrease risk.
• Use Agile Method such as Lean Change Method to manage organizational change.
50© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
The Lean Change Method• Two Key Principles for Lean Change Management
o You can not control how people will react to changeo People will be happier if they can help develop the change
• Lean Change Method Core Conceptso Negotiated Changeo Validated Learningo Change Canvaso Use Kanban or (possibly Scrum) to implement
improvementso Minimum Viable Changeo Improvement Experimentso Validated Change Cycleo Capability and Performance Metricso Cadence Model of Suggested Meetings and Workshops
NegotiatedChange
51© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Lean Change Canvas
52© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Business Change Impacts: Processes
• It is very important to define and manage needed changes to business processes before starting on software development.
• All too often, Agile Teams define user stories for an antiquated business As-Is process versus for an optimized To-Be process
• Assigning this responsibility to business stakeholders takes a load off of the team
Assign toBusiness Owner
53© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Enfocus Solutions can be applied to a variety of areas including:End-to-End Business and IT Service Design including creating and maintaining SDPsAgile Portfolio and Program ManagementCollaborative Business ArchitectureFeature discovery, prioritization and validationManaging business change (Impacts)Performing Business Analysis as defined in BABOKDefining traditional requirements for evaluating COTS and Cloud Solutions
Enfocus Solutions provides the following benefitsAchieve better business outcomes and higher ROI on ProjectsEnables agile to scale to the EnterpriseProvides business transparency and enables engagement of stakeholdersReduce costs by removing wastes from IT services and value streams
Software and Services for Powering Business Value
54© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Using Lean, Agile and ITSMto Deliver Spectacular Results
Area Business OutcomesAgile
Development• Shorter Cycle Times• Higher Satisfaction• Better Quality
AgilePPM
• Higher ROI• Higher Project Success Rates• Faster Time to Value• Increased Benefits Realization
Service Strategy and Design
• Lower Costs• Better Customer Experience• Better Understanding of Need• Better Outcomes• Innovation & Competitive Advantage
Release and Deployment
• Rapid Deployments• Less Risk of Rollbacks and Problems
Lean Value Streams
• Less Waste and Lower Costs• Increased Value• Higher Quality
Business Change Management
• Higher Customer Satisfaction• Business and IT Alignment• Faster and Easier User Adoption
55© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Thanks for Attending
www.enfocussolutions.com
FREE TRIALWe now are offering a
free trial and very attractive pricing for an
Agile Team.
CONSULTATIONIf you want to know how our services and software
might be used in your organization. Please
request a consultation
WORKSHOPSee how our software can
be used to help in your agile transformation.Attend the Workshop Webinar on Tuesday,
June 17.
56© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Additional Slides – Not Used in Presentation
57© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
What Our Product Does
58© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Project Portfolio• Projects by Type• Portfolio Health• Project History
IT Services• Business Services• Technical Services• Applications• Impact History (SDP)
Stakeholders• Customer Personas• Supplier Personals• User Personas• Business Stakeholders• Impact History and Analysis
Business Rules• Rule Books• Impact and Change History
Business Processes• Business Processes• Impact and Change History
Data Groups• Master Data Sources• Change History
Collaborative Enterprise Portfolio and Business Architecture
59© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Portfolio Management (Projects)• Project Description• Vision• Business Case• Business Objectives & Outcomes• Constraints
Business Change (Impacts)• People• Process• Technology• Data• Governance
Program Management (Features)• Features• Mapping to Objectives• Discovery (Needs and Scenarios)• Validation• Release Planning
Teams (Requirements and Tests)• User Stories• Test Scenarios• Test Cases• Non-Functional Requirements
Work Management (Bundles)• Inspect and Adapt• Lifecycle Events• Verifications• Statements of Work
Agile Project Management, Business Change, & Requirements
60© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Collaboration and Knowledge ManagementTransparencyUsers have full transparency to the projects they are assigned.
Action ItemsAction items can be assigned to capture work assignments
CommentsUsers can leave comments about the item
AttachmentsDocuments such as spreadsheets can be attached and available to users
IssuesErrors or problems can be explained and manage using Issues
WatchUsers can specify which items they want to watch and be notified of all changes
eMail NotificationUsers receive emails of items they have been assigned and optionally can receive email notifications of items they are tracking
61© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Transparency
Shows all work being done at the Portfolio, Program and Team Level
Makes everything visible between team and among teams
Coordinates agile business activities with development team activities
Knowing all impacts significantly reduces the risk
62© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Enfocus SolutionsArea Enfocus Capabilities Business Outcomes
Agile Development • Integrate with Team Tools such as JIRA• Define and Validate Features• User Stories• Manage backlog for multiple teams• Non-functional Requirements• Test scenarios an Test case
• Higher quality software• Allows agile to scale
Portfolio and Program Management • Support for Scaled Agile Framework• Roadmapping (Coming)• Release Planning• Inspect and Adapt• Feature and Validation• Transparency and Collaboration
• Shorter Cycle Times• More delivery of value• Coordination of cross-functional teams• Lower costs through elimination of low
value work
Service Strategy and Design • Service Portfolio Management• Service Design Packages• Integrated Business Architecture
• Better customer experience
Release and Deployment Management • Transition Requirements• Inspect and Adapt • Release Management
• Increased transparency
Lean Value Streams • Lifecycle management• Metrics and measurement
• Less Waste• Shorter cycle times
Lean Business Change Management • Understand impacts on people, technology, processes, and data
• Provide transparency to business stakeholders
• Faster user adoption• Shorter time to value
63© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved.
Mapping SAFe® to Enfocus Solutions
Term Description Enfocus Solutions
Investment Theme
Investment Themes reflect how a portfolio allocates budget to the various initiatives it has defined to implement the portfolio business strategy.
Service
Business Epics Business Epics are large customer-facing initiatives that encapsulate the new development necessary to realize the benefits of some new business opportunity
Project
Architectural Epics
Architecture Epics are large technology initiatives necessary to evolve portfolio solutions in order to support current and future business needs.
Project
Features Features are functionality provided by the system that fulfill one or more stakeholder needs. Feature
RoadMap The Roadmap provides a view of the intended deliverables, such as Features, Epics, and other milestones, over a timeline horizon.
Roadmap
PSI Release The PSI (Potentially Shippable Increment) is the larger development time box (super-sprint) that uses cadence and synchronization to facilitate planning, provide for aggregation of newsworthy value, and provide a quantum unit of thinking for portfolio level consideration and roadmapping
Release
Stories Stories (user, technical, infrastructure) are the Agile replacement for traditional forms of requirement specifications. They are small, independent behaviors that can be implemented incrementally, each of which provides value to the business
Requirements
NFRs Nonfunctional Requirements (NFRs, or system qualities) describe system attributes such as security, reliability, maintainability, scalability, and usability (often referred to as the “qualities” or “ilities”).
NFR