3.1 Agile and Scrum

✅ How to make a screenshot

• PrintScreen
• Herramienta Recortes(comes from windows 10)
• shortcut: windows key + shift + s (for multi window technique)

✅ ITIL

Information Technology Infrastucture Language
way of working in computer systems

☑️ ITIL can have two meanings

1️⃣ The structure of a systems company

• ✔️ Level 1: specific platform/program named Dashboard for solving customer technical problems/issues
• the issues are called tickets
• so solve tickets in dashboard

• typical to remote work

• workers are evaluated by customers
• in level 1, customers are obliged to, they must evaluate you
• customers will be evaluating the worker from 1~10
  • from 0~6: bad grade, detractor, fail
  • 7~8: neutral, the service was ok, nothing special
  • 9~10: promoters, customer liked your service

• NPS: Net Promoter Score
• how many customers liked your service - how many customers did not like you
• neutral 7~8 do not count
• if your NPS > 80 you get a bonus
• if your NPS < 50 the company will deduct your optionals(like restaurant tickets)

• if your 50 < NPS < 80 evaluation neutral, nothing happens

• 👎🏻 very pressuring method for the worker
• 👎🏻 creates lots of internal competition
• a worker should be in level 1 for just 3~6 months
• bc it is a very stressful environemnt of working

❓ Sohee has solved 200 tickets
100 gave her a 6
20 gave her a 7
20 gave her a 8
25 gave her a 9
35 gace her a 10

👉🏻 NPS = (60/200)*100 - (100/200)*100 = 30 - 50 = -20
She will be deducted her optionals
⚠️ NPS can be negative

• ⚠️ NPS is especially dangerous, bc normally people think 5 is an ok score
• However, in NPS 5 is bad, even 7, 8 does not count
• ❌ And it is illegal to tell your customer If you liked me, pls give me a 9 or 10.

• ⭕️ But it is mandatory to explain. When you do the evaluation, lower than 6 means bad. 7-8 means nothing special. 9-10 means good.

• ✔️ Level 2: support team to solve more professional/difficult issues than level 1

• evaulation is done by your boss

• ✔️ Level 3: extra or expert support team
• going/travel go the company that has the problem and solve it
• go and see physically the problem
• 👎🏻 Too much traveling could be tiring

2️⃣ Format of systems

• All the documents, creations should have exactly the same format
• 👀 All your documents should start by SIBIL
• 👀 All the files should end with a international date format 2025Dec21
• then all files should be something like, SIBIL_examplefile_2025Dec21

• if your format is wrong, the company will not accrpt your file

• If Virtual Machine are ITIL, need to have a special name, expressoin, structure
• If you do not keep the ITIL, it is not acceptable

✅ Scrum Agile

way of working

• instead of creating a complete, final, perfect project ❌
• minimize and create partial versions to release ⭕️
• publish partial/little products

✔️ Sprint

• two weeks cycle
• and after the sprint, do a sprint review
• in the sprint review, explain what you did last two weeks, show your progress

✔️ Sprint review and evaluation

• comment with an anonymous evaluations
• commend on things you can improve
• no numbers, no bonus or no bonus..
• goal of sprint review: team improving

✔️ Sprint names and progress evaluation

• Sprints belong to a project
• normally the project lasts one year
• and the project has a name 👀 SIBIL

• then, all the documents related to this project should have the name, start with SIBIL

• every two weeks, there will be a progress evaluation by your boss
• 👀 RACE, how you are doing in learning outcomes and evaluation criteria
• 👀 RA should be passed, by RA > 5
• 👀 But the portions, evaluation criteria can be failed
• 👀 evaluation criteria is weighed, some CE has more weight than others

✔️ Sprint always has soft skills

• Apart from grading, there are always soft skills
• In systems, there are three soft skills
  • 1️⃣ Digital competence
  • 2️⃣ Punctuality(if the door is closed, that means you are late)
  • 3️⃣ Intercommunication skills

✅ Your points