Episode 26 | Beyond Tickets: Making Agile Human-Centered for MSPs
· Agile
Host: Wim Kerkhoff
Guest: Mike Burrows
Mike Burrows is the founder of Agendashift and the author of five books, including Kanban from the Inside, Right to Left and Wholehearted. Before that he was an Executive Director at UBS and worked on UK government digital services.
He and Wim talk about why MSP teams stay stuck, and why the answer is rarely the framework or the tool. Two problems come up again and again. Overburden is what the front line feels: too much running at once, constant context switching, and rework on jobs that were half done. Overcommitment is the same problem at the company level: plans locked in so far ahead that nobody can respond to anything new.
Mike also explains what “right to left” means day to day. Start from the moment someone’s need was met, and work backwards from there, in every daily huddle and not only in a quarterly review. For a team that runs help desk and project work together, the board shows what moved; right to left asks whether it helped anyone.
Chapters
- 0:00 Introduction
- 5:09 Overburden and overcommitment
- 16:01 Getting teams thinking beyond tasks and tools
- 26:00 What “right to left” means in delivery
- 33:12 Inviting people into change instead of mandating it
- 40:25 Inside-out and outside-in strategy
- 46:10 The Agile Manifesto outside software teams
- 51:00 One thing to finish this week
Find Mike at agendashift.com/mike.
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