Agile in Service ManagementBenno Richters – Managing Director TOPdesk Magyarország Kft.

TOPdesk

TOPdesk

We help organizations to deliver excellent service to their customers

· Service Management Software

· Consultancy

· 1994

· 12 offices 10 countries

· 4000 customers

· 600 employees

TOPdesk Magyarország Kft.

A Little History

Process

To Customer

Development / Testing

Design Waterfall

Waterfall

· Reality more volatile

· Inflexible

· Deadlines often not reached

· End product not very good

· Unhappy customers

Agile

What is agile?

An agile approach is about the result: working solutions and happy customers

Agile

· Being transparent

· Helping each other

· Customer interaction

· Being flexible

Agile

· Being transparent

· Helping each other

· Customer interaction

· Being flexible

Being agile means that colleagues know what everyone is working on instead of only communicating via their boss.

Agile

· Being transparent

· Helping each other

· Customer interaction

· Being flexible

Being agile means that colleagues will help each other instead of sticking to their task list and job description.

Agile

· Being transparent

· Helping each other

· Customer interaction

· Being flexible

Being agile means that your customer is actively involved while working for him instead of only having upfront contract negotiations.

Agile

· Being transparent

· Helping each other

· Customer interaction

· Being flexible

Being agile means to be flexible and change course when necessary even though at the start of a project the expectations were different.

Agile

Agile is NOT

· The same as Scrum;

· existing frameworks can help, but

· just implementing yet another process won’t help.

An agile approach is about the result: working solutions and happy customers

· Being transparent

· Helping each other

· Customer interaction

· Being flexible

Agile vs ITIL

or

Agile and ITIL?

ITIL and Agile

Incident Management Self Service Portal+

ITIL and Agile

· Goal: working solutions and happy customers

· Agile most effective where that is the struggle

· Complex processes:· Long durations

· Many people

· Dependencies

ITIL and Agile

Change Management Agile+

Example

· Sales wanted to purchase tablets

· Needed advice

· Service Desk starts research· Policy restrictions

· Check with existing systems

· Sales: Takes to long. Buys from own budget

· Result: Not compatible with policies and systems

Example

Agile módszertan a szolgáltatásmenedzsmentbenhttps://blog.topdesk.com/hu/agile-a-szolgaltatasmenedzsmentben

What happened

Request

Project

Result

Waterfall

What could have happened

· Service Desk and Sales discuss the project

· Service Desk informs Sales of policies and requirements

· Service Desk updates and involves Sales regularly

· Service Desk and Sales adapt to new information

How to get started?

Personal experience

· TOPdesk software development many years agile

· Other departments started to adopt it as well

Tips to share

· Involve someone with experience

· Kanban

Tips to share

· Involve someone with experience

· Kanban is · an effective way to make progress of projects visible,

· transparent to everyone,

· easy concept to understand.

· Daily Standups

· Don’t try to be perfect: Be agile, evaluate and adapt!

Thank You!Read more about Agile and other Service Management

topics on our Hungarian language blog:

https://blog.topdesk.com/hu