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Problem
How to implement agile for IT Services clients?
Our Client is one of the major IT services firms. They build intelligent solutions for their customers by applying a data-driven approach to enhance their customer experience & improve productivity.
They want to streamline their delivery process, right from planning a project with discovery sessions, execution of project with agile frameworks , to ensure all the projects follow agile ways of working to support various models like TNM, Fixed bid, and retainer models, and support their customer’s (existing and New) increased demand of agile delivery methodology. Another prime focus was to bring in the culture of inspect and adapt with frequent & continuous value delivery to the clients with proper metrics set up to drive key decision making parameters like predictability, visibility and transparency.
Key Business Demands:
Need Streamlined process for productivity, quality and improved customer collaboration Agile KPI metrics to improve predictability, visibility and transparency. Bring in execution certainty with agile ways of working
Journey
Coached 300+ engineers on agile ways of working Leadership and management was trained on Discovery sessions for project initiation and Scrum was implemented in 19 teams & Kanban in 4 teams.
Scrum Of Scrums and Rolling Wave Planning framework was used to scale agile for 3 Project teams with Role-based coaching on Scrum Mastership and Product ownership and training for 15 Project managers. JIRA best practices were set up and 23 Project teams were trained and coached on it. We set-up and implemented Dashboards for all 23 projects for the business layer and collaborated with the pre-sales team to introduce Agile centric business models and project contracts.
Agile induction sessions were conducted for new joinees and common metrics & reporting metrics were implemented across all the projects. We collaborated with management and leadership to drive visibility and transparency at regional portfolio levels and set up Process compliance and Governance to track and validate agile adoption.
Outcomes
Training & hand holding the entire workforce ensured relevant agile knowledge within the organization Project-level hands-on coaching for the teams and key stakeholders helped aligning all the projects with appropriate agile frameworks. Automated JIRA reports helped teams, customers, and key stakeholders to track the metrics and reporting was seamless.
Introduction to Product Discovery sessions ensured harmony between customers, sales and delivery teams. Velocity chart, control chart, cumulative flow diagram, burndown chart, and other metrics helped the stakeholders with execution certainty
Process compliance and governance ensured common language and thought process across the organization. Continuous Agility Health Assessments enabled teams to increase their agile maturity and continuous learning culture.
Benzne Agile case studies capture our transformation journey, problems we solved and outcomes achieved. We have incorporated a healthy mix of agile case study examples to provide reference across multiple client scenarios.
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Geographies We Service
Organizational Agility for a leading IT Services Organization
Enabling Organisation-Wide Agility and Remote Delivery Excellence in a Leading IT Services Firm
Client Overview
The client is a major global IT services firm delivering data-driven, intelligent solutions that enhance customer experience and improve operational productivity for enterprise clients. Their delivery teams operate across multiple geographies and support diverse engagement models including T&M, fixed-bid, and retainer-based programs.
During the peak of the COVID-19 pandemic, the organization needed to transition from a traditional work-from-office model to a fully remote delivery model—without disrupting client commitments, delivery continuity, or collaboration.
Leadership partnered with NextAgile to strengthen Agile capability, streamline delivery processes, and embed predictable ways of working across the organization.
Business Challenges
The organisation faced a number of operational and scalability challenges that limited consistency, predictability, and client alignment:
Inconsistent Delivery Processes
Teams operated with varying practices, lacking standardised Agile methods and structured workflows.
Gaps in Discovery and Planning
Limited capability in early-stage discovery and iterative execution led to inconsistent project initiation and delivery cadence.
Need for Predictability and Visibility
Regional portfolios and programs required stronger forecasting, transparency, and alignment across engagements.
Rising Demand for Agile Delivery
Growing client expectations necessitated rapid capability building across engineering, project management, and leadership.
Non-Uniform Metrics and Reporting
Inconsistent dashboards and reporting frameworks restricted effective, data-driven decision-making.
Remote Collaboration Challenges
Pandemic-driven remote work introduced complexities in governance, communication, and requirement clarity.
The organisation required a transformation partner to institutionalise Agile ways of working, uplift team capability, and create process certainty across 300+ engineers and 20+ delivery teams.
Our Approach
NextAgile delivered a structured, role-based transformation across delivery teams, leadership, and project management functions.
- Assessed Agile readiness across engineering, PMO, delivery, and leadership groups.
- Mapped engagement models (T&M, Fixed Bid, Retainer) to identify alignment gaps with Agile execution.
- Evaluated existing workflows, onboarding practices, governance mechanisms, and metrics reporting.
Identified opportunities to introduce product discovery, structured planning, and role clarity across teams.
- Designed a unified Agile operating model covering initiation, planning, execution, and client engagement.
- Standardised Agile ceremonies, discovery practices, backlog refinement, and delivery governance across all teams.
- Introduced role-based coaching for Scrum Masters, Product Owners, Project Managers, and engineering leads.
- Set up process compliance and governance structures to track Agile adoption across portfolios.
- Coached 300+ engineers on Agile fundamentals, delivery practices, and collaboration techniques.
- Implemented Scrum in 19 teams and Kanban in 4 teams, enabling predictable and flow-based execution.
- Introduced Scrum of Scrums and Rolling Wave Planning to coordinate delivery across three large multi-team projects.
- Trained 15 Project Managers on Agile leadership, planning, stakeholder alignment, and delivery orchestration.
- Conducted Agile induction programs for new joiners to ensure consistent understanding of ways of working.
- Established JIRA best practices and trained 23 project teams on backlog management, workflows, and reporting.
- Built dashboards for all 23 projects to visualise velocity, flow, burndown, quality, risks, and impediments.
- Implemented common KPIs across projects to improve predictability, visibility, and transparency.
- Enabled leadership to use metrics for decision making, forecasting, and portfolio-level visibility.
- Set up regular Agility Health Assessments to measure maturity and identify systemic improvement areas.
- Created a culture of inspect-and-adapt through continuous learning, structured retrospectives, and coaching support.
- Collaborated with pre-sales to introduce Agile-centric business models and contract structures.
- Built a sustainable governance model to reinforce adoption across current and future delivery engagements.
Impact & Outcomes
Within months of engagement, the client achieved organisation-wide improvements in delivery consistency, predictability, and collaboration:
Seamless Remote Delivery
Rapid transition to 100% remote work ensured uninterrupted client service during peak pandemic months.
Standardised Agile Practices
Implemented uniform Agile processes across 23+ projects, enhancing alignment, discipline, and execution reliability.
Role-Based Capability Uplift
Trained and coached 300+ engineers, leaders, and project managers to strengthen Agile
proficiency.
Real-Time Visibility
Unified metrics and dashboards enabled proactive decision-making and improved tracking of project progress.
Enhanced Collaboration
Structured Product Discovery improved coordination between customers, pre-sales, and delivery teams.
Governance and Continuous Improvement
Established organisation-wide governance and coaching cycles, fostering consistent execution and a culture of continuous improvement.
The combined impact led to sustained delivery reliability, better customer alignment, and a scalable Agile foundation across the enterprise.
Testimonial
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