Table of Contents
Introduction
This article is intended for IT personnel who wish to use the ServiceNow Agile Teams module to manage IT projects. Agile principles can be beneficial for a wide range of projects within the IT domain. In addition to application development, the agile method can be adapted for project associated with infrastructure, data management, cybersecurity projects, IT Operations and support.
This article contains guidance on estimating Agile 'Story Points' and managing 'Planned Effort' vs 'Actual Effort' in the ServiceNow Agile Teams module and assumes the reader has basic knowledge of Agile principles and the ServiceNow Platform.
Using Story Points
Story points are a relative unit of measure used in Agile development to estimate the effort required to complete a user story or task. They represent a combination of factors including complexity, effort, risk and uncertainty. Story points allow teams to estimate work in a way that isn't tied to specific time units like hours or days, making them a more versatile and abstract measure.
The following activities have been incorporated into the story point estimation matrix:
- Business Process Review
- Consultation
- System Requirements Confirmation
- Develop/Build
- Basic User Acceptance Testing Support
- Release and Deployment Planning and Execution
- Post implementation Validation
Using the above assumptions can help account for the end-to-end process and the complexities involved in delivering a feature. This approach allows the team to consider all these factors without getting bogged down in specific time estimations.
Story Point Estimation Matrix
There are several methods of classifying work effort. The ServiceNow Agile Teams module is configured to support two common approaches, t-shirt sizes and story points. When evaluating a story, use the "Simple Differentiating Factors" to classify the work effort. If the simple factors do not offer enough variation, consider the "Additional Differentiating Factors." You may wish to create your own matrix to meet your team's specific needs.
| T-Shirt Size | Points | Simple Differentiating Factors | Additional Differentiating Factors |
| XS | 3 Points |
Represents a task or user story that is relatively simple, straightforward, and can be completed with minimal effort and little to no complexity. It involves a small amount of work and can likely be completed within a short time frame. |
Current state business process is mature, well known and documented. Low dependency on business and technical process owners. Technical solution can replicate previously developed config/code, databases, hardware. Technology delivered as a standard or normal change or minor release. |
| Small | 4 Points |
Represents a task or user story that is a bit more involved than an extra small item. Requires moderate effort and might involve some level of complexity. Can be completed within a reasonable time frame. |
Current state business process is known with some documentation. Business and technical process owners are reasonably engaged. Technical solution modifies previously developed config/code, databases, hardware. Technology delivered as a normal change or minor release. |
| Medium | 7 Points |
Represents a task or user story that has a moderate level of complexity and requires a notable amount of effort to complete. Might involve multiple steps, considerations, or interactions with other components or process teams. Expected to take more time to deliver compared to smaller story point estimates. |
Current state business processes flow across a few departments with known hand off points. Business and technical process owner and subject matter expert support is needed during requirements validation and user acceptance testing. Facilitated UAT could achieve quick turn around without overusing developer time. Technical solution integration with previously developed config/code, databases, hardware is moderately complex. Some new technical components. Technology delivered as a normal change or minor release. |
| Large | 12 Points |
Represents a task or user story that is significantly complex and requires substantial effort to complete. It involves multiple components, dependencies and cross-functional collaboration. Due to its complexity, it will take a relatively longer time to deliver. |
Business processes are relatively new and complex. Substantial engagement is needed from business and technical process owners and subject matter experts. Planned UAT cycles are required and testers are learning new processes and tools during testing. Technical solutions are new and integration with previously developed systems is moderately complex. Some new technical elements requiring in-house IT teams to learn new concepts during delivery - major software upgrades or new OS, new hardware components Technology delivered as a normal change or major release. |
| Extra Large | 19 Points |
Represents a task or user story that is highly complex and requires a substantial investment of effort and time. It likely involves extensive collaboration, significant technical challenges and a higher degree of uncertainty. Most often dependent upon delivering other related stories and tasks. These items require careful planning and coordination. |
Business processes are new, complex, spanning multiple teams, departments, colleges. Often a capital or highly visible investment. Project Manager or Scrum Master is recommended to manage the change and integrate business and technical work elements. Multiple integrated processes and tech elements. System implementations, new modules. Complex integrations and data dependencies. Many new technical elements requiring in-house IT teams to learn new concepts during delivery. |
Remember, story points are a tool for relative estimation and planning, and they're most effective when used consistently within a team. As you work with story points over time, you'll develop a better sense of the team's velocity (how many story points the team can complete in a sprint), which can then be used for more accurate sprint planning and delivery predictions.
Consider creating your own matrix and include sample stories for each T-Shirt size to use as a baseline for comparison. Your team can calibrate their story estimation technique for consistency.
Entering Story Points
Open an existing story or create a new story.
Select the desired size or points from the drop down menu.
Save the record.
Planned Effort vs Actual Effort
As a Project Manager, Scrum Master or IT Team Manager, you may wish to track planned vs actual story points or effort for a number of reasons:
- Plan and track labor usage
- Calibrate or estimate accuracy for future projects estimating
When using the ServiceNow Agile Teams Module:
- Once the 'State' is moved to 'Development Complete,' the 'Actual End Date' and 'Actual Effort' on the 'Related Records' tab becomes mandatory.
- Teams who do not wish to use the feature can enter any date or number and save to get to the next screen.
Training your IT staff to consistently manage planned and actual effort lends to effective reporting, using facts and data to plan work and advocate for resources when necessary.
Cost of Use
The Agile Teams module can be used at no additional cost for users who hold an ITIL License. Any NC State user with a Unity ID can be added to a ServiceNow Assignment group, which will trigger assignment of a licenses. See ServiceNow Platform Service Offering for more information on license cost and utilization.