Following a traditional ‘project management approach’ for IT Service Management (ITSM) projects works well in many organizations, but the results can be suboptimal if project benefits can't wait until the end of the effort or when requirements frequently change. Instead, following an ‘Agile project approach’ can reduce the impacts of these and other conditions not typically addressed by traditional project approaches.
The Agile framework isn't just for software development projects. It works well for other project types including those intended to improve your ITSM processes. As with software projects, Agile Service Management helps deliver process improvements more quickly and enables continuous adaptation to emerging requirements; however, it does not occur without focused effort. Here are 5 tips for applying the Agile framework to to your ITSM efforts based on our practical experience:
Start with the basics - Introduce Agile service management concepts to the internal team first and establish the related events. Although launching the events and creating the roles is not difficult, it does require training (formal or informal). Once the team feels reasonably ready, then just start, don’t wait for ‘ideal’ conditions.
Create the Vision - Identify what you want to achieve and decompose the work into small chunks. Identifying service management “minimum viable products” may take some creativity and experience, but it’s essential to define the path forward. If it doesn’t turn out as planned, then set your sights on version 2.0 in the next iteration.
Use a collaboration tool – Select a tool that serves as the "system of truth" to assign ownership and to track progress. Excel could be that tool, but using tools like Jira or Asana offers more flexibility and works as a better and more visible collaboration platform.
Secure customer buy in – There’s no alternative to this tip - the customer product owner sets the priorities and determines when tasks are "done." We typically encounter resistance to making decisions and/or participation in agile events when the customer doesn’t recognize the value. The key to getting buy in is to define benefits in terms of achieving results faster and/or adapting to changes more quickly. The customer’s participation is the most economical way to achieve the project’s intended results.
Be prepared to Fail - Just get started and prepare to FAIL, which is also the “First Attempt In Learning”. Take what works, change what doesn't, and adapt for the next sprint. It’s a cliché, but it’s true – “don’t let perfect be the enemy of good.”
Northramp has been practicing Agile Service Management for years and can help you improve the delivery of your projects. Reach out today to schedule a free whiteboarding session!