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Lean IT Service management
Daniel breston
24th march. 2014
Bristol itil school
Who am I???
2
• Texan, now living in UK for 13 years
• Operations and Service
Management for (hmmm) years
• ITILv3 Expert, trainer and ex-
examiner, COBIT5, DevOPS, Lean
• Consultant, Mentor, coach
• US, UK, EU, Bahamas
• I am good at asking silly questions
like WHY?
Do these sound familiar?
3Vanson Bourne’s Global IT Trends for Savvis as reported Forbes 5th Dec. 2013
Itsm big4 agenda: Can Lean help?
Back to Basics
ITSM & AgileManaging
Complexity
Skills
basic it service management
Who we are doing it for!
6
Customer – made or done to order for them
Two LeanITSM questionsWhen are customers happy with us? When are they not?
Def: INSANITY: doing the same thing over and over again and expecting different results
7
Why Lean?
“Lean is the permanent struggle to learn how to flow value to one customer” from Quality Progress 2014
What is lean?
similarities
9
Lean itil
Over-processing
Wai
tin
gMotio
n
Employee knowledge
Inventory
Transport
Over-
production
Def
ects
10
Get rid of DOWNTIME
Lean techniques I like
?????
11
Copyright © Institut Lean France 2012
A story: where oh where is my IT?
What do you mean something is missing?
New joiners able to Work Day 1 not Day 12, 13, 14…!
Copyright © Institut Lean France 2012
Gemba: Look, See, observe, learn
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Copyright © Institut Lean France 2012
Learning becomes actions
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HR IT
15
Customer satisfaction
Forecast Plan Control Report
Annually
Quarterly
Monthly
Weekly
Daily
Variance
Variance
Variance
Forecast Plan Control Report
Annually
Quarterly
Monthly
Weekly
Daily
Variance
Variance
Variance
This is why we need plans, reports, KPIs and actions
Lean is about….Defining a strategy based on your customers needs
Translating this strategy towards day-to-day actions that add value for your customer
Controlling the added value of those actions
While you keep on Continuously Improving your way of working to increase the added value and to cut the waste
Take your customer needs into account in everything you do
Translate your strategy in concrete actions
Define the targets for these actions
Define who is responsible for those actions
Visualise your issues and define actions to solve them
Go and look yourself for issues and define actions to solve them
Take a step back to solve issues in team!
Lean is about installing simple behaviors to increase your
value to your customer !
1
2 3 4
5 6
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Where to learn more
Itsm big4 agenda: join us!!!
Back to Basics
ITSM & AgileManaging
Complexity
Skills
19