Service Management 2015 AUS TR A L I A #SMConfAU
Fast and Furious Service Rollout: thanks to Agile
Sarah Blake & Norman Spurr
THURSDAY 20 -‐ FRIDAY 21 AUGUST 2015 | SOFITEL WENTWORTH SYDNEY
Service Management 2015 AUS TR A L I A #SMConfAU
Our story – the characters
Peter Service Centre
Manager
Lucy Senior ExecuOve
Wendy Finance Officer
Brennan IT Manager
Service Management 2015 AUS TR A L I A #SMConfAU
Our story – the problems
Incomplete
Delays
Complaints
Diversion Rework
Stress
Chaos
Inbox Overload
Service Management 2015 AUS TR A L I A #SMConfAU
Introduction
Service Management 2015 AUS TR A L I A #SMConfAU
Framework
Awareness Delivery
Service Management 2015 AUS TR A L I A #SMConfAU
#1
Service Management 2015 AUS TR A L I A #SMConfAU
#1 Take the time to listen
Sit and ask Show Write Sign off
How it’s usually done
Service Management 2015 AUS TR A L I A #SMConfAU
#1 Take the time to listen
Observe
Listen to what is said Listen to what is NOT said
QuesOon
How we do it
Service Management 2015 AUS TR A L I A #SMConfAU
#2
Service Management 2015 AUS TR A L I A #SMConfAU
#2 Demonstrate it right the first time
Service Management 2015 AUS TR A L I A #SMConfAU
#3
Service Management 2015 AUS TR A L I A #SMConfAU
#3 Keep them in their comfort zone
Service Management 2015 AUS TR A L I A #SMConfAU
#4
Service Management 2015 AUS TR A L I A #SMConfAU
#4 Accept a Minimum Viable Product
Service Management 2015 AUS TR A L I A #SMConfAU
#4 Accept a Minimum Viable Product
Email Portal
KPI’s Knowledge
Service Management 2015 AUS TR A L I A #SMConfAU
#5
Service Management 2015 AUS TR A L I A #SMConfAU
#5 Define requirements the agile way
Service Management 2015 AUS TR A L I A #SMConfAU
#6
Service Management 2015 AUS TR A L I A #SMConfAU
#6 Hit a weekly delivery schedule
Service Management 2015 AUS TR A L I A #SMConfAU
Questions?
Service Management 2015 AUS TR A L I A #SMConfAU
Framework
Awareness Delivery
Service Management 2015 AUS TR A L I A #SMConfAU
#1 Take the time to listen
Service Management 2015 AUS TR A L I A #SMConfAU
#2 Demonstrate it right the first time
Service Management 2015 AUS TR A L I A #SMConfAU
#3 Keep them in their comfort zone
Service Management 2015 AUS TR A L I A #SMConfAU
#4 Accept a Minimum Viable Product
Service Management 2015 AUS TR A L I A #SMConfAU
#5 Define requirements the agile way
Service Management 2015 AUS TR A L I A #SMConfAU
#6 Hit a weekly delivery schedule
Service Management 2015 AUS TR A L I A #SMConfAU
Sarah Blake – IT Manager, CSIRO [email protected] Norman Spurr – Executive Manager IMT, CSIRO [email protected]
CONTACT DETAILS
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