Devang - Is Service Management importance being ignored in Transforming Organisations?

What is the background situation/context for your probe?

Number of organisations move towards Agile Way of working which is preliminary focused around the development and delivery practices. Strategies and Objectives are set to move towards new ways of working, which is the need of an hour for the organisations. In such situations, there is a tendency to ignore service management despite of strategy being explicit about it. Customer wants faster and valuable service but most importantly the stability of it.

What is (or has been) your hypothesis?

We need to embed service management best practices (such as ITIL) as norms. There should be wide spread understanding of the Business, Customer and Regulatory impact due to service stability issues. Data is the key - measure service stability data and present in a meaningful way to take proactive decisions. The business value should be assigned and showcased on the service stability data. Injecting service management practices as part of team's DNA is the key for the sustenance.

What is the experiment you would like to run (or you have run) and how can this experiment validate or invalidate your hypothesis?

Have been working with some of such teams under one business unit. Embedding a culture of ownership of Service management and developing Data driven organisation are the keys. Embedding service management best practices, Measuring and Presenting meaningful service stability data, monitoring on real time basis, daily stand-ups as checkpoints to take proactive actions and showcasing the service stability to the customer. Once the service stability reaches to acceptable level for the business, it will be done with the rest of te organisation in a phased manner.

Is there a specific skill/technique you would like to learn/explore at this coach camp?

Keen to know how transforming organisation are handling service stability and overall service management. How DevOps practices are applied and made a difference? How do the organisations sustain the service stability?

Call for Papers CLOSED
Ended on Jan 25 '20 05:29 AM IST

Interested in attending the Agile Coach Camp on Oct 11th in Bengaluru? Read on...

It's been 12 Years and almost 110 viral Agile Coach Camps since our very first coach camp experiment. This year, Coach Camp co-creator Naresh Jain along with Jutta Eckstein and John Buck will lead participants in this Coach Camp in Bangalore, organized as part of the Agile India 2020 Conference.

Coach Camp Theme

As a coach, you're often the one who needs to drive and sustain change. Yet, how do you do this? What has helped and hindered you doing so and how can you best pass your experience on to other coaches or how can you best learn from other coaches?

This is the theme for this year's coach camp. To tackle this challenge, we invite you to try something new:

  • Currently, we face the following situation: Constantly driving change is getting more and more important for companies to survive in this VUCA world. At the same time, it is (or should be) the core skill of every coach – no matter if you coach individuals, teams, or organisations. However, sometimes it seems every coach has to come up with her own experience on how to drive change successfully.
  • Our hypothesis is that for driving change, every coach uses so-called probes, that are defined by small, safe-to-fail experiments based on hypotheses derived from reflection on the current situation as well as on theory. So, probing allows discovering (based on the hypothesis) what's working and what is not through one or several experiments. This allows to make sense of both the current situation but even more important of the situation we are aiming for. And if we create a knowledge base of our collective wisdom on probes we used (or intend to use) we can learn from each other.
  • Therefore, as an experiment we want to invite this year's coach camp participants to jointly discover, share, create, improve, and finally publish probes that help(ed) driving and sustaining change. As in a typical coach camp, we will use the Open Space format to explore different topics for driving change and we invite you to use probes to focus the discussions on these different topics. We anticipate as a result that the discovered and created probes will provide a foundation for such a knowledge base.

Registering for the Coach Camp

The coach camp is free of charge (financially) yet, for registration we ask you for the following:

  • Please click on the Add Paper button and submit your position paper. In your position paper, you will be asked to share an idea for a probe, consisting of a background situation (context), a hypothesis, and an experiment. This can be a probe you've implemented before, one you've discovered/heard of others implementing it, or you intend to implement. The probe should focus on the coach camp's theme: Driving Change.
  • The discussed probes provide a basis for a free and publicly accessible knowledge base.

Final Note

Please note, we want to invite you to use probes for the discussion and recording of the Open Space sessions. This is by no means an enforcement. We are well aware that there might be situations where probes are not the right means for discussing or/and recording a particular topic - and that is of course fine. After all, using probes for this coach camp is a probe in itself (and we are open to possibly invalidate our hypothesis.)