1st Edition

Making IT Lean Applying Lean Practices to the Work of IT

By Howard Williams, Rebecca Duray Copyright 2013
    232 Pages 44 B/W Illustrations
    by Productivity Press

    232 Pages
    by Productivity Press

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    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:

    • The OM Perspective—considers the work of IT from an Operations Management (OM) perspective, showing how many of the concepts that have been successfully applied within manufacturing can be applied to IT
    • The Lean Improvement Model—explains Lean concepts and practices and details the authors’ Lean improvement model
    • Lean Problem-Solving (Identifying and Understanding Problems)—considers operational work in IT and explains how to apply Lean practices related to problem identification and root cause analysis
    • Lean Problem-Solving (Identifying and Managing Solutions)—describes how to use good problem identification as the basis for identifying the right solutions
    • Lean IT Service Management—examines IT work from an IT Service Management perspective, using the ITIL® framework as a guide
    • Implementing and Sustaining Lean IT Improvements—explains how to implement and sustain Lean IT improvements

    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 IT View of IT
    IT Work as Process-Based Work
    IT as Service-Based Work
    Business–IT Alignment
    IT Operations
    Lean IT
    Making IT Lean

    The OM Perspective
    Process Types
    Process Types in IT Work
    Customer Contact Workflow Model
    Workflow Concepts
         Volume, Variety, and Variation
         Concepts of Flow
         Waiting in Line
         Looking at the IT Factory
    Process Analysis
    Process Improvement
    Quality Improvement

    The Lean Improvement Model
    Lean Thinking
         Customer Value
         Value Stream Flow
         Elimination of Waste
         Continuous Improvement
    Lean Learning
         A3 Thinking
    Lean Problem-Solving
    Lean Tools
    Lean Enablers
    Appendix: Examples of Waste in IT Work

    Lean Problem-Solving: Identifying and Understanding Problems
    Identifying Waste
    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: 5S
         Tool: Visual Management
         Tool: A3 Reports

    Lean Problem-Solving: Identifying and Managing Solutions
    Starting with Root Causes
    Identifying Solutions
         Tool: Brainstorming
    Planning, Implementing, and Improving Solutions
    Tool: PDCA
         Tool: Checklists
         Tool: Mistake Proofing
    Creating Flow
         Tool: Pull (versus Push)
         Tool: One-Piece Flow (versus Batch)
         Tool: Rapid Changeover
         Tool: Work Cell Optimization
    Automation of IT Operations
    Improving Nonlinear Processes
    Continuous Improvement
         Tool: Rapid Improvement Events

    Lean IT Service Management
    IT Infrastructure Library (ITIL)
    Incident Management
    Problem Management
    Service Request Fulfillment
    Service Desk
         External View of the Service Desk
         Internal View of the Service Desk
         Lean Service Desk
    Applying Lean to Other ITSM Processes
         Availability Management
         Event Management
         Change Management
    Implementing Lean ITSM

    Implementing and Sustaining Lean IT Improvements
    Continuous Improvement
         Rapid Improvement Events
    Lean Enablers
         Dealing with Obstacles
         Tool: 5 Questions
    Lean Culture
    Metrics and Measurement
    Lean IT at Work
         Lean IT in a Healthcare Company
         Lean IT at a Health Insurance Company
         Lean IT in a Hospital

    Looking at Lean IT
    Future Drivers of IT Work
    The Role of Lean



    Howard Williams, Rebecca Duray