ClickSoftware Agile Tranistion by Meny Duek @Agile Israel 2019

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Agile - SAFe Transformation at Click
Overcoming Delivery Bottlenecks
Meny Duek, VP R&D
21/05/19

2. This slide contains ClickSoftware proprietary and Confidential Information
About ClickSoftware
ClickSoftware is the global leader
in field service management
solutions, delivering value to our
clients through improved
productivity, efficiency, and
increasing customer satisfaction,
loyalty and retention.

3. This slide contains ClickSoftware proprietary and Confidential Information
ClickSoftware in Numbers
1996
Founded
400
Enterprise
Customers
700
Global
Employees
>3B
Service
Interactions
Powered
7Y
Gartner
Leader
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4. This slide contains ClickSoftware proprietary and Confidential Information
Strategic Field Service Management
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PLAN EXECUTE ANALYZE
Shift
Management
Forecasting
& Planning
Mobile Field
Execution
Performance
Measurement
Scheduling
& Dispatch
Customer
Engagement
Optimizing decision-making at critical points in the service lifecycle

5. This slide contains ClickSoftware proprietary and Confidential Information
Click Agile Journey
July
2018April
2018
Feb
2018
Next..
Nov
2018
Define the goals
And the way
Management WS
With Oded - AgileSparks

6. This slide contains ClickSoftware proprietary and Confidential Information
The Main Improvement Goals
Predictability
Outcome
/Value
Quality
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Engagement Efficiency

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The Main Challenges
Dependencies Between Teams
Delivery Bottlenecks due to
dependencies between
teams, mainly – DevOps,
Performance Lab and
Automation
Organization Silos
Low transparency and visibility
of the actual progress due to
organization silos - R&D and
Product
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What’s the Scale?
16 SCRUM
Teams
±120 people
Developers, QA,
DevOps, DBAs,
Performance Eng.
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9. This slide contains ClickSoftware proprietary and Confidential Information
Click Agile Journey
July
2018April
2018
Feb
2018
Next..
Nov
2018
The first PI Planning Event
PI-1 Planning
Define the goals
And the way
Management WS
With Oded - Agilesparks

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One backlog,
mutual plan Full plan visibility

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One Prioritized and Unified Backlog
Roadmap
Features
Technical
Debt
Customer
Commitments
Enablers
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Managing the Progress in One Tool
TFS as one unified tool for
project progress
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13. This slide contains ClickSoftware proprietary and Confidential Information
Click Agile Journey
July
2018April
2018
Feb
2018
Next..
Nov
2018
The first PI Planning Event
PI-1 Planning
The DevOps Bottlenecks
PI-2 Planning
Define the goals
And the way
Management WS
With Oded - Agilesparks

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PI-2 Planning
Board
The DevOps
and Lab
Bottlenecks

15. This slide contains ClickSoftware proprietary and Confidential Information
The PI Planning Raised the Organization’s
Bottlenecks
DevOps Test Automation Performance LAB
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16. This slide contains ClickSoftware proprietary and Confidential Information
DevOps Bottleneck - Solution
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● We came up with a new concept that we called “Production Engineers”
● Production Engineers are DevOps people that are assigned directly to the
teams and report to the R&D manager and not the DevOps manager
● Their role is to be 100% assigned only to tasks that promote their team’s
delivery
● When there’s too much on their plate, they train their teammates to
handle devops tasks as well - usually the less complex tasks
● This bottleneck has been reduced by 95%

17. This slide contains ClickSoftware proprietary and Confidential Information
Production Eng. - Main Challenges
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● Keeping them synced with the core DevOps team, using the same
standards, methodologies, etc.
● Getting used to the working mode of passing on their knowledge

18. This slide contains ClickSoftware proprietary and Confidential Information
Lab/Performance Tests Bottleneck - Solution
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● Convert all scripts to an easy to use Tech. - JMeeter
● Push responsibilities into the teams
● Reduce the bottleneck by 80%
● Challenge - Provide automation for creating a full environment for stress tests

19. This slide contains ClickSoftware proprietary and Confidential Information
Click Agile Journey
July
2018April
2018
Feb
2018
Next..
Nov
2018
The first PI Planning Event
PI-1 Planning
The DevOps Bottlenecks
PI-2 Planning
The DevOps Bottlenecks
Solved
PI-3 Planning
Define the goals
And the way
Management WS
With Oded - Agilesparks

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PI-3 Planning
Board
Dependencies
significantly
reduced

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KPI
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Improve predictability:
from 60% to 95%
of delivered features

22. This slide contains ClickSoftware proprietary and Confidential Information
Click Agile Journey
July
2018April
2018
Feb
2018
Next..
Nov
2018
The first PI Planning Event
PI-1 Planning
The DevOps Bottlenecks
PI-2 Planning
The DevOps Bottlenecks
Solved
PI-3 Planning
The Next Steps
Define the goals
And the way
Management WS
With Oded - Agilesparks

23. This slide contains ClickSoftware proprietary and Confidential Information
The Next Challenges
Improve DevOps-
Prod Eng.
Cooperation
Release by
Feature
Improve
Visualization
New ALM Tool
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24. Thank You!
www.clicksoftware.com
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