Making IT Lean: Applying Lean Practices to the Work of IT presents Lean concepts and techniques for improving processes and eliminating waste in IT operations and IT Service Management, in a manner that is easy to understand. The authors provide a context for discussing several areas of application within this domain, allowing you to quickly gain insight into IT processes and Lean principles.
The text reviews IT Service Management, with reference to the IT Infrastructure Library (ITIL®) as a framework for best practices—explaining how to use it to accommodate Lean processes and operations. Filled with straightforward examples, it provides enough modeling tools so you can start your Lean journey right away. Examining the work of IT from an IT practitioner perspective, the book includes coverage of:
Throughout the book, the authors use a simple model for Lean Improvement as the framework for communicating practical guidance on identifying and understanding problems, as well as identifying, implementing, managing, and improving solutions. Emphasizing alignment with core Lean concepts, such as A3 Thinking and Plan Do Check Act, it introduces concepts in a manner that allows you to take away small bits at a time and immediately apply them in your IT operations. Exploring the notion that any IT organization can benefit from the application of Lean, the text supplies you with virtually limitless opportunities for improvement in your IT organization.
Lean Improvement Model
Narrative of the Book
A Word about our References
The Work of IT
The OM Perspective
The Lean Improvement Model
Value Stream Flow
Elimination of Waste
Appendix: Examples of Waste in IT Work
Lean Problem-Solving: Identifying and Understanding Problems
Stumbling on Waste from Pain Points
Tool: Process Mapping
Tool: Swim-Lane Diagram
Tool: RACI Chart
More on Process Mapping
Root Cause Analysis (RCA)
Tool: Cause and Effect Diagram
Identifying Waste in Clearly Identified Workflows
Tool: Value Stream Map
Tool: 5 Whys
Tool: Pareto Chart
Clarifying Difficult-to-Identify Workflows
Tool: Go-and-See (Gemba)
Surfacing Waste and Exposing Problems
Tool: Removal of Work-in-Progress (WIP)
Tool: Visual Management
Tool: A3 Reports
Lean Problem-Solving: Identifying and Managing Solutions
Lean IT Service Management
Implementing and Sustaining Lean IT Improvements
Looking at Lean IT
Future Drivers of IT Work
The Role of Lean
Howard Williams is an IT Service Management Consultant in Microsoft’s Consulting Services organization, with several years of experience designing and implementing ITSM solutions for a diverse customer population. He is an ITIL® Expert (V3), and has an MBA in Operations Management from the University of Colorado at Colorado Springs.
Rebecca Duray is a Professor and Associate Dean for Academic Programs at the University of Colorado at Colorado Springs College of Business. Professor Duray received her Ph.D. from The Ohio State University and her B.S. and M.B.A from Case Western Reserve University. Her research interests are in the strategic use of operations, mass customization, and Lean Information systems. Prior to obtaining her Ph.D., Professor Duray was a management consultant for various firms including Price Waterhouse and A.T. Kearney focusing on operations and systems issues.
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