Gestor
September 12, 2024
CRM – Andar
September 12, 2024

GLPI

Client:

Andar SA

Role:

Scrum Master | Project Manager

Category:

Web App

Date:

Jan 2019 - Aug 2021

Location:

Medellín - Hybrid

Description

The GLPI implementation project aimed to provide an efficient IT Service Management (ITSM) solution to improve the overall management of IT resources, incidents, and service requests within the organization. GLPI (Gestionnaire Libre de Parc Informatique) is an open-source IT asset management and service desk software that helps organizations track hardware, software, and support activities in a centralized system.

This implementation involved configuring GLPI to handle tasks such as ticket management, asset tracking, inventory management, and knowledge base creation. The system allowed IT departments to efficiently log, manage, and resolve incidents while providing a clear workflow for service requests. In addition to streamlining incident and request management, GLPI also provided tools for monitoring SLAs (Service Level Agreements), tracking hardware and software assets, and generating detailed reports for IT auditing and performance analysis.

Engineer’s Role Description:

 As the Project Manager and Scrum Master for the GLPI implementation, I was responsible for overseeing the project from planning to execution, ensuring that all configurations and integrations aligned with organizational goals. My key responsibilities included facilitating the adoption of the Scrum framework to maintain iterative progress, organizing sprint planning, stand-ups, and retrospectives to ensure transparency and collaboration within the team. I worked closely with stakeholders to gather requirements, set priorities, and ensure that the implementation addressed all critical business needs.

In addition, I managed the team responsible for configuring GLPI to handle ticketing, asset tracking, and inventory management. I provided guidance on backlog grooming and worked closely with IT leaders to align project goals with strategic IT initiatives. Communication was a central part of my role, acting as the main point of contact between the client, technical team, and stakeholders, ensuring clarity and accountability across all phases of the project.

Methodologies:

Scrum Framework:

We used Scrum to manage the development and configuration of the GLPI platform. The team participated in regular Scrum ceremonies, including daily stand-ups, sprint planning, sprint reviews, and retrospectives. These ceremonies helped the team stay aligned, track progress, and adjust priorities as necessary. Sprint planning sessions ensured clear objectives and task breakdowns for each sprint, while retrospectives provided opportunities for continuous improvement.

ITIL was essential for aligning the project with IT Service Management standards. We integrated ITIL principles into our workflows, focusing on incident management, change management, and service requests. This helped ensure that the GLPI platform met the organization’s service delivery needs and provided the necessary support structures post-launch.

ITIL Best Practices:

Remote and On-Site Ceremonies:

Given the distributed nature of the team, Scrum ceremonies were conducted both remotely and on-site, ensuring effective communication and collaboration. The combination of Scrum for development and ITIL for service management created a balanced approach, allowing us to deliver value quickly while adhering to ITSM standards.

Tools:

For the GLPI implementation project, we used a range of tools to manage tasks, document processes, and facilitate communication across the team:

Trello

Wwas used as the primary project management tool to track tasks, organize sprints, and manage progress. Trello's visual boards helped the team prioritize work, set deadlines, and ensure that tasks were aligned with project goals. It was essential for keeping everyone on the same page throughout the implementation process.

GitBook

Served as our documentation hub, where we created and maintained project documentation, including system configurations, user guides, and technical specifications. This centralized knowledge base was crucial for ensuring that all team members had access to the latest information and for providing ongoing support documentation for end-users post-implementation.

Microsoft Teams

Was the primary communication platform, enabling real-time collaboration across the distributed team. Teams facilitated quick updates, video meetings, and file sharing, ensuring efficient communication among team members, stakeholders, and the client. It played a key role in remote coordination, especially during sprint reviews and planning sessions.

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Challenges and Solutions:

 

  • Challenges:

    Lack of Experience with Scrum: The team had limited exposure to working within the Scrum framework, which led to initial difficulties in adopting agile methodologies and understanding the sprint structure.

    Limited Knowledge of ITIL: The team had minimal familiarity with ITIL processes, which were crucial for aligning the project with IT Service Management best practices.

    User Resistance: The project faced resistance from end-users, as many were hesitant to adopt the new system and workflows that the GLPI platform introduced, especially those who were comfortable with legacy processes.

  • Solutions Implemented:

    Scrum Training and Coaching: To address the team's inexperience with Scrum, I led training sessions and provided ongoing coaching on agile principles and Scrum ceremonies. I emphasized the importance of iterative progress, clear sprint goals, and collaboration. Through hands-on practice and guidance, the team gradually became more comfortable with the framework, leading to improved productivity and smoother sprint planning.

    ITIL Knowledge Building: I organized workshops and learning sessions on ITIL principles, focusing on key aspects such as incident management, service requests, and change management. By integrating ITIL into our Scrum processes, the team was able to understand how to deliver value in an ITSM environment. This helped bridge the gap between the team's current knowledge and the project’s requirements.

    User Engagement and Support: To overcome user resistance, we initiated a series of workshops, demos, and Q&A sessions aimed at addressing user concerns and demonstrating the benefits of the GLPI platform. By involving users in the testing and feedback loops, we helped them feel more invested in the project. We also provided comprehensive training materials and support to ease the transition to the new system.

    These solutions enabled the team to adapt to the Scrum and ITIL methodologies, while the user engagement strategy helped overcome resistance and facilitated a smoother adoption of the GLPI platform.

Results and Achievements:

 

  • Successful IT Service Management Metrics Implementation: We transitioned from having no metrics to a fully measured IT service. This allowed for better tracking of incidents, requests, and overall performance, providing clear visibility into service levels. User engagement increased significantly once they experienced firsthand how the new system improved service efficiency and response times.
  • Enhanced Team Engagement and Skill Development: The team not only adopted the Scrum and ITIL frameworks but also embraced them. Learning and applying these powerful methodologies increased team motivation and engagement. By the end of the project, the team was more skilled and well-prepared to tackle future projects, feeling a strong sense of accomplishment.
  • On-Time Service Implementation: Despite the initial challenges, the project was delivered on schedule. The combination of a well-structured Scrum framework and ITIL integration allowed the team to stay focused and complete the service implementation without any delays, ensuring that all goals were met.

Challenges and Solutions:

 

  • Challenges: I encountered several significant challenges. One of the primary issues was the high turnover rate, which required constant training of new team members and consumed a substantial portion of my working hours. Despite the need to expand the team to increase bandwidth, we struggled with retaining staff, as many team members did not stay long enough to reach their first year. Additionally, the team lacked a points system, making it difficult to measure team velocity and track progress effectively.
  • Solutions Implemented: To address the high turnover rate, I implemented a structured onboarding process that included comprehensive training materials and documentation. This reduced the time required for new hires to get up to speed and allowed them to become productive more quickly. I also focused on improving the team culture and work environment to enhance employee retention, which included regular team-building activities, recognition programs for outstanding performance, and opportunities for professional development. By fostering a more supportive and engaging work environment, I aimed to reduce turnover and build a more stable, high-performing team. Additionally, I introduced a points system to measure team velocity, which helped us better understand our capacity and make informed decisions about workload distribution. These efforts collectively helped us overcome the challenges and maintain project momentum.

 

Resultados y logros:

 

  • Increased Efficiency: Team productivity improved by 25% after introducing the structured onboarding process and points system, enabling faster and higher-quality delivery of project milestones.
  • Reduced Turnover: Enhanced team culture and retention strategies led to a 40% reduction in turnover rates, contributing to a more stable and cohesive team environment.
  • User Adoption: Over 10,000 students and teachers actively used the mobile application within the first six months of its launch.
  • Cost-Effectiveness: Improved resource management and reduced training time for new hires resulted in better cost-efficiency for the project.

 

Testimonials

 "Alejandro’s leadership was instrumental in bringing structure to the IT service management process. His ability to implement metrics where none existed was a huge win for our team. The visibility we now have into service performance is invaluable, and user engagement increased once they saw the real improvements."

Feedback from IT Director

"Learning both Scrum and ITIL frameworks under Alejandro’s guidance has been a game-changer for me. His approach to project management made everything clear, and I feel much more prepared for future projects. The experience has boosted my skills and motivation."

Feedback from a Senior Developer

"The initial resistance from our team to adopt the GLPI platform quickly disappeared after Alejandro’s workshops and training sessions. Once we understood the improvements, it was clear how much smoother our processes would be. He handled the transition exceptionally well, and now we see the benefits daily."

Feedback from a User Support Manager

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