Many companies are starting to apply Agile software development using Scrum or Kanban or have already implemented the new development process. Sooner or later the question arises how this development process relates to the service management processes. The book “Agile Service Management with Scrum” has already addressed this interface and a number of risks per service management process have been identified. Countermeasures that can be taken are also defined. In a research at ten organisations these risks were presented, and they were asked how they deal with these risks. The research included the investigation into which Agile aspects are applied and in particular those of Scrum or Kanban. Finally, each organization has carried out a maturity assessment for both the Agile development process and the change management process. This book is the report about the research of the collaboration of Agile software development and service management processes in practice. The target group of this book includes all parties involved in the application of Agile software development and who would like to know how colleagues have shaped this crucial interface for successful service provision. In this book a short description is given of each organization about how the Agile development process has been designed.
Drs. Ing. B. de Best RI has been active in ICT since 1985. He worked primarily with the top 100 of Dutch business and government organizations. He has acquired experience in different roles within all aspects of system development, including operations for 12 years. After that, he focused on the subject of service management. Currently, as a consultant, he is active in all aspects of the knowledge management cycle of service management, such as training ICT managers and service managers, advising service management organisations, improving service management processes and outsourcing (parts of) service management organisations. He graduated at both the HTS and University level in the management field.