LINBO LU PRODUCT MANAGER

Lean change managementwith JIRA Service Desk

VINCENT WONG PRODUCT MANAGER

Pull your phone out

Example: Screen brightness? Turn bluetooth off?

Wallpaper? Delete an app?

Do 23 changes to your phone

Example: Screen brightness? Turn bluetooth off?

Wallpaper? Delete an app?

Do 1 change to your phone

Servers for billing system

Billing system

Active directoryVPN server

Desktop support

Email services

Office network

high performers significantly improved throughput, going from 200 deploys per year to 1,460 deploys per year.

2 0 1 6 S TAT E O F T H E D E V O P S R E P O R TP R E S E N T E D B Y P U P P E T + D O R A

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By 2018, 80% of enterprise I&O (Infrastructure&Operations) leaders will fail to develop and implement change models that effectively manage risk and support agile development.

G A R T N E R

H O W TO E V O LV E A N E S TA B L I S H E D I & O C H A N G E M A N A G E M E N T P R O C E S S TO S U P P O R T A G I L E D E V E L O P M E N TA P R I L 2 0 1 5

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Risk mitigation Speed of delivery

Balance

Lean change management

Setup Improve

Setup Improve

Martin (developer,

order & billing)

Change form

Change form Approvals Reminders

ImplementationScheduling

Change form Approvals Reminders

ImplementationScheduling

New plugin to the billing system for Halloween

In light of the Halloween campaign, we need to develop and deploy a new plugin. All the details on the design, development, implementation, deployment and backout plan can be found here:

https://llu-march14.atlassian.net/wiki/display/ORDERBILL/2016+Halloween+campaign

Details

Change form Approvals

ImplementationScheduling

Reminders

Change form Approvals Reminders

ImplementationScheduling

5 days

2 days

New SLA

New metric

Ready for review Review finished

Waiting for ops

Declined

Cancelled

Awaiting change review

Awaiting implementation

Change form Approvals Reminders

ImplementationScheduling

Change form Approvals Reminders

ImplementationScheduling

Change form Approvals Reminders

ImplementationScheduling

Change form Approvals Reminders

ImplementationScheduling

Change form Approvals Reminders

ImplementationScheduling

Setup Improve

Lean is not just doing the bare minimum

Remove bottlenecks Optimise for high volume Standard change

JIRA Service Desk reports

Create a new report

Create a new series

Series: Time to approve normal change - Breached (SLA)

JQL: All normal change issues with billing system component

Remove bottlenecks Optimise for high volume Standard change

Series: Created

JQL: All normal change issues with billing system component

Create new request type for billing system plugin upgrade

Only capture the information we need

Automate with Webhooks

Remove bottlenecks Optimise for high volume Standard change

Standard change

implement

measurelearn

Your journey starts now