Lean IT: Waste Not, Want Not

1

Waste Example Strategy

Defects Unplanned outages and service defects due to unauthorized and unplanned changes

Change & Configuration Management

Over-provisioning Developing IT services for which there is no customer requirement or quantified business need

Service Portfolio Management

Waiting Unacceptable application response times

Application Performance Management

Non-Value added processing

Reporting in technical terms and jargon

IT Financial Management

Transportation Manual software and compliance audits

IT Asset Management

Inventory (Excess) Server and data center sprawl from unused or idle computing capacity

Data Center Automation

Motion (excess) Manual activities and repetitive mundane tasks

Data Center Automation

Employee knowledge (unused)

Lost time, ideas, skills, improvements. Service Support

Lean IT – ExampleEnd-to-End Performance

2

1

Trend analysis reveals potentialCustomer Service Levelbreach

3Service desk issue openedwith high priority! 4

Knowledge base providesimmediate workaround andservice levels maintained

2 Application PerformanceManagement Triages issue

Problem automaticallypassed to SME withconfiguration details and analytics; root-cause found

5

6

Configuration checked for effect on other services; problem machine patched;configuration updated

Service“PDA Sales Lead

Notification”

Lean IT – ExampleProactive Compliance

3

1

Role and compliance detects that 5 people in marketing have access to credit history lookup application

3 Service desk issue openedwith high priority! Compliance officer notified

Emergency change automatically initiated

4

Service“Credit Lookup”

Integrated Access control corrects exception, prevents repeat violation and notifies management

2Alert mapped to defined business risk for 2 compliance mandates. High risk!

5