How does the role of the process owner evolve when using a lean approach to management?
What are the skills and experiences that a lean process owner should have?
How does the process owner role relate to other roles, such as IT management, process managers and process practitioners?
What are the pitfalls that you might experience in identifying and developing the process owner?
This session looks at the trials and tribulations of an IT organization as it attempts to find its way in making continual improvement part of its culture.
In 45 minutes we’ll examine these questions, drawing on a case study:
What are the patterns seen in the “traditional” approach to the process owner role?
How is a lean approach different?
What are the aspects of an organization’s culture that impact the success—or failure— of the role?
How can we motivate the process owner?
What are the measurements of success?
Learn about Lean ITSM tools used to make improvements quicker with less effort and with better results.
Listen to real-world examples of how Lean ITSM tools were used to make a difference.
- Better IT service delivery by reducing Muda (waste).
- Prevent loss of customer loyalty by reducing Mura (variance).
- Gain executive buy-in and commitment by creating better strategy & tactical plans.
- Increase success using better change controls.
- Reach end-of-job faster, with less resources and with better results.
- Control outcomes by measuring, learning and adapting more quickly.
This session is about how IT Managers used proven Lean ITSM tools to deliver and optimize quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution of IT services.
Listen to real-world examples of how Lean IT made a difference.
•Better IT customer service desk by reducing Muda (waste) to improve incident flow.
•IT prevents loss of major business customers by reducing Mura (variance) to improve customer services.
•Service Desk managers develop strategy & tactics to free up executive resources by reducing time spent on major outages.
See how Lean CSI methods, tools and techniques were used to overcome barriers to change.
•Everything is top priority
•Too busy fire-fighting
•That’s never worked here before
•No executive buy-in
•Under time-crunch to get things done
•Resource capacity/skill/knowledge constraints
•People naturally resist change
•Making improvements stick and deliver value is not easy.
This session is to share how IT Managers used proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution.
This session is about how IT Service Managers can take advantage of proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution.Read more >
This session is about how IT Managers can take advantage of proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution.Read more >
Somethings broken? Customer’s not happy?
This session is about how Incident Managers can take advantage of proven Lean IT improvement practices to deliver quality to customers, identify waste and eliminate it, improve efficiency and the overall speed of execution of Incident Management.
In 30 minutes we’ll cover:
- What’s Lean all about
- Why are organizations adopting Lean
- How Lean maximizes customer value by minimizing waste
- Examples of Incident Management non-value activities (waste)
- Principles: voice of the customer, value stream, flow, pull, perfection
- The Incident Management value stream
- Lean metrics for Incident Management
- How to learn more
Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.
In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.
Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?
Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
DevOPS is all about automation. Lean ITSM says: "wait a minute, don’t automate just yet, automate based on some simple principals." What are you supposed to do?
In part 2 of Daniel Breston's Lean ITSM series, he will explore Lean Service Automation. Blending ITSM and Lean together, Daniel will demonstrate how you can use MoSCoW (Must, Could, Should, Won’t) to allow you to chose when automation should be performed and when it shouldn't. Join Daniel live as he attempts to expel a few myths, in what will be an excellent session.
ITSM actually does have a strategy, but it is very waterfall based. Slow and cumbersome, and by the time it's been accomplished, it can be out of date, costly and frustrating to users, stakeholders and the creators in IT. How do you reverse this cycle and introduce meaningful strategy that is well governed? How do you create simple governance for IT and the business to ensure that technology is an enabler and not a waste of money? How do you make things better, faster, safer?
Join Daniel Breston, in part 3 of his Lean ITSM series, as he explores the concepts of ITIL strategy and blends it with Lean ITSM to show you how changes made today will make you ready for the IT of tomorrow.
Join Daniel Breston, ITSM Guru, in the first instalment of his 6 part series on Lean ITSM. His first session will explore how to increase Service Desk value by using lean concepts, blended with ITSM practices, to create a dynamic environment for those in IT and in the rest of your organisation.
He will discuss collaboration, communication, DevOPS and even SIAM (out to suppliers). If you want a great Service Desk, and not just one doing Incident Management, be sure to tune in.
Why create something if you are not going to look at how, why, when, what, where and for who you can make things better? Is that not what IT is all about – making things better?
Attend this webinar to learn how to use the heart of Lean & ITSM to drive performance improvement top down daily across your organisation and service providers.
Why you need to get in control now before it controls your destiny.
What are the cloud technologies and management challenges that they present?
What’s driving cloud adoption?
Who is responsible for managing cloud services?
What are the risks?
What impact will this have on legacy IT service models?
How do you harvest value without killing it?
Where will you get the resources?
This session is about updating your ITSM strategy and best practices to help the business manage cloud technologies. Understand the cloud components, how they fit together, governance mechanisms and underlying foundation required for successful IT Service Management.
In 45 minutes we’ll cover:
What’s cloud computing all about
Why are organization adopting it
Traditional vs. Cloud (shared) responsibility model
Cloud computing benefits and challenges
Cloud Computing Reference Architecture model and terminology
Why you need to get ready now
How to learn more: training/ certifications available
Tips on how to get started
Auto Trader is the largest digital automotive marketplace in the UK with 65% of all used car transactions involving cars advertised on Auto Trader’s web services. As an online organisation it was critical to business strategy that Auto Trader find innovative ways to increase the speed and quality of their release cycles. To achieve these goals Auto Trader IT organisation had to leverage cutting edge automation and blend several best practice models for their own recipe and approach to enabling business results.
Join Andrew Humphrey as he discusses their service management journey over the past five years which has seen them start with ITIL, incorporate Lean principles, Agile development methods and DevOps automation. These incorporations have resulted in a highly flexible and capable support organisation that uses the best of breed approach from multiple disciplines to offer an enviable level of business support.
How can you reduce time to market, be competitive and compliant, lower the cost of doing things, get everyone involved and make customers happy?
LeanITSM says try blending the processes of Change, Release and Configuration into one value stream. Attend this webinar to learn more about this fun and easy approach already being done by tech and non-tech companies across the globe.