When Change Feels Like the Only Constant, Your Services Should Be Agile

If everything is under control,

you’re not going fast enough

– Marco Andretti

BRIAN WEBBAGR GROUP

Vice President, Information Technologies

THAD JOHNSTONGENESYS

Software Engineer, PS Application Development

LAUREN LAWRENCEGENESYS

Director, PureCloudProfessional Services

KEVIN SCHATZGENESYS

Director, Genesys Application Development

MEET THE EXPERTS

“We found that both satisfaction and value are greater when the features and functions delivered are

much less than originally specified and only meet obvious needs.”

— 2015 Chaos Report, Standish Group

© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

1. RUN SMALLER PROJECTS2. RUN AGILE PROJECTS3. DELIVER VALUE & REASSESS OFTEN

DISCOVER PLAN BUILD USE

TIME

1. MORE RISK2. RESPONSE TO CHANGE IS SLOW AND DISRUPTIVE3. CORRECTIONS BECOMES MORE EXPENSIVE4. BUILD THINGS THAT THE BUSINESS NO LONGER NEEDS

DISCOVER PLAN

BUILD USE

DISCOVER PLAN

BUILD USE

DISCOVER PLAN

BUILD USE

DISCOVER PLAN

BUILD USE

TIME

1. RESULTS ARE DELIVERED FASTER2. INCREASES VALUE TO THE BUSINESS3. CHANGE IS EASIER AND LESS COSTLY4. COLLABORATION & FEEDBACK BECOMES KEY

LET’S PLAY!

THE RULES

PERSON DIE SIDE

#1: THE ANALYST 1

#2: THE PROJECT MANAGER 2

#3: THE DEVELOPER 3

#4: THE TESTER 4

#5: THE CUSTOMER N/A

ROUND 1:STARTING WITH PERSON #1: EACH PERSON MUST FLIP ALL 20 DICE TO THE APPROPRIATE SIDE, FACING UP, BEFORE PASSING TO THE NEXT PERSON

TIME LIMIT: 2 MINUTES

THE RULES

PERSON DIE SIDE

#1: THE ANALYST 1

#2: THE PROJECT MANAGER 2

#3: THE DEVELOPER 3

#4: THE TESTER 4

#5: THE CUSTOMER N/A

ROUND 2:STARTING WITH PERSON #1, EACH PERSON MUST FLIP THEIR DIE TO THE APPROPRIATE SIDE, FACING UP, BEFORE PASSING TO THE NEXT PERSON

TIME LIMIT: 2 MINUTES

17

FLEXIBLE SERVICES PACKAGES/CONTRACTING OPTIONS

TRADITIONAL SOW FLEXIBLE PACKAGES

18

“WAITING FOR PERFECT IS NEVER AS SMART AS MAKING PROGRESS” – SETH GODIN

VALUE-DRIVEN OVER PLAN-DRIVEN

19

40+ CERTIFIED SCRUM MASTERS TO LEAD YOUR PROJECTS

20

BUILD THE RIGHT THINGBUILD IT RIGHTBUILD IT FAST

21

SAMPLE SPRINT PLAN

DAY 1 DAY 2 – DAY 4 DAY 5

SPRINT PLANNINGDelivery Team + Customer Stakeholders

Determine and decompose items to complete in current sprint from remaining customer backlog items. Obtain required input documentation from customer (e.g., user info). Create sprint backlog and submit service request for token usage.

Duration: 1-2 hours

BUILD AND TESTDelivery Team

Delivery team to build and test items scheduled in current sprint.

UAT SUPPORTCustomer Testers + Delivery Team

Customer team to perform User Acceptance Testing on items delivered in previous sprint. Delivery team to investigate/resolve defects reported from customer.

Daily Est. Duration: 1-2 hours

SPRINT REVIEW + RETROSPECTIVEDelivery Team + Customer Stakeholders

Demo and review of items completed in current sprint. Discuss any outstanding items/issues from sprint and determine next steps. Determine actions for continuous improvement. Complete sprint acceptance and feedback request.

Duration: 1-2 hours

YOU ARE IN THE DRIVER’S SEATYOU SET THE PRIORITIESYOU GET THE RIGHT SOLUTION

SUCCESS WITH PS

© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

ASK THE EXPERTS

CALL TO ACTION

- Interested in talking to one of our PS Experts? Ask your AE or CSM to set up a meeting.

- Check out help.mypurecloud.com

for available PureCloud services!

THANK YOU!