lean it service management - bcs bristol itsm lean.pdf · lean is about…. defining a strategy...

Lean IT Service management

Daniel breston

24th march. 2014

Bristol itil school

Who am I???

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• 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!

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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

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Why Lean?

“Lean is the permanent struggle to learn how to flow value to one customer” from Quality Progress 2014

What is lean?

similarities

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Lean itil

Over-processing

Wai

tin

gMotio

n

Employee knowledge

Inventory

Transport

Over-

production

Def

ects

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Get rid of DOWNTIME

Lean techniques I like

?????

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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

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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 !

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Where to learn more

Itsm big4 agenda: join us!!!

Back to Basics

ITSM & AgileManaging

Complexity

Skills

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