Mattias had a client where the agile way of working had gone a bit too far on the chaos end so a bit more structure was needed, or bureaucracy as Henrik Kniberg says in the classic animation (below).

The solutions was mainly found in the ITIL framework, which was of course frowned upon as old school.

– processes? We work agile…, they said.

So how do we sneak in structure to a team that shrugged at the bare word process?

Well, three of us got together and took some structure from an ITIL process, and shaped it so it would fit the agile teams – never mentioning the word “process”.

We then realized others could use this, so we decided to try to make it an animation.

So here we have it. It’s how to handle incoming bugs or tickets for a agile team that takes care of their product/service in production. Or, in the language of ITIL, incident management.

We strongly believe you don’t have to choose between ITIL or Agile. Or any other framework or model. You get the best benefit if you can cherrypick stuff from all of them in a way that suits you.

We have an ambition to make another one about how to we work with change  (ITIL definition) in a smooth flow without unnecessary stops or thresholds. Would that be interesting? Let us know.

Oh yes, three of us made the film. The fantastic Johanna Bach Wallentin was the third enthusiastic creator!