Making IT lean : applying lean practices to the work of IT

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.

Author Notes

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.

Preface	p. ix
1 Introduction	p. 1
Lean	p. 2
Lean Improvement Model	p. 4
Narrative of the Book	p. 6
A Word about our References	p. 9
References	p. 9
2 The Work of IT	p. 11
The IT View of IT	p. 11
IT Work as Process-Based Work	p. 13
People-Process-Technology	p. 14
IT as Service-Based Work	p. 17
Business-IT Alignment	p. 18
IT Operations	p. 21
Lean IT	p. 22
Making IT Lean	p. 24
Summary	p. 26
References	p. 26
3 The OM Perspective	p. 27
Process Types	p. 28
Process Types in IT Work	p. 31
Customer Contact Workflow Model	p. 35
Workflow Concepts	p. 38
Volume, Variety, and Variation	p. 38
Concepts of Flow	p. 41
Waiting in Line	p. 42
Capacity	p. 44
Looking at the IT Factory	p. 45
Process Analysis	p. 45
Process Improvement	p. 51
Quality Improvement	p. 53
Summary	p. 55
References	p. 55
4 The Lean Improvement Model	p. 57
Lean Thinking	p. 59
Customer Value	p. 59
Value Stream Flow	p. 60
Elimination of Waste	p. 61
Continuous Improvement	p. 63
Lean Learning	p. 63
A3 Thinking	p. 64
Plan-Do-Check-Act	p. 66
Lean Problem-Solving	p. 71
Lean Tools	p. 71
Lean Enablers	p. 73
Summary	p. 74
Appendix: Examples of Waste in IT Work	p. 74
References	p. 77
5 Lean Problem-Solving: Identifying and Understanding Problems	p. 79
Identifying Waste	p. 79
Stumbling on Waste from Pain Points	p. 81
Tool: Process Mapping	p. 83
Tool: Swim-Lane Diagram	p. 85
Tool: RACI Chart	p. 86
More on Process Mapping	p. 87
Root Cause Analysis (RCA)	p. 90
Tool: Cause and Effect Diagram	p. 91
Identifying Waste in Clearly Identified Workflows	p. 95
Tool: Value Stream Map	p. 97
Tool: 5 Whys	p. 104
Tool: Pareto Chart	p. 106
Clarifying Difficult-to-Identify Workflows	p. 107
Tool: Go-and-See (Gemba)	p. 109
Surfacing Waste and Exposing Problems	p. 113
Tool: Removal of Work-in-Progress (WIP)	p. 114
Tool: 5S	p. 117
Sort	p. 118
Straighten	p. 118
Shine	p. 118
Standardize	p. 118
Sustain	p. 119
Tool: Visual Management	p. 120
Tool: A3 Reports	p. 121
Summary	p. 121
References	p. 122
6 Lean Problem-Solving: Identifying and Managing Solutions	p. 123
Starting with Root Causes	p. 123
Identifying Solutions	p. 124
Tool: Brainstorming	p. 125
Planning, Implementing, and Improving Solutions	p. 128
Tool: PDCA	p. 129
Tool: Checklists	p. 130
Tool: Mistake Proofing	p. 131
Creating Flow	p. 132
Tool: Pull (versus Push)	p. 135
Tool: One-Piece Flow (versus Batch)	p. 138
Tool: Rapid Changeover	p. 138
Tool: Work Cell Optimization	p. 139
Automation of IT Operations	p. 140
Improving Nonlinear Processes	p. 141
Continuous Improvement	p. 141
Kaizen	p. 142
Tool: Rapid Improvement Events	p. 143
Summary	p. 144
References	p. 144
7 Lean IT Service Management	p. 147
IT Infrastructure Library (ITIL)	p. 147
Incident Management	p. 150
Problem Management	p. 154
Service Request Fulfillment	p. 155
Service Desk	p. 157
External View of the Service Desk	p. 158
Internal View of the Service Desk	p. 160
Lean Service Desk	p. 164
Applying Lean to Other ITSM Processes	p. 166
Availability Management	p. 166
Event Management	p. 166
Change Management	p. 167
Implementing Lean ITSM	p. 168
Summary	p. 171
References	p. 171
8 Implementing and Sustaining Lean IT Improvements	p. 173
Continuous Improvement	p. 174
Rapid Improvement Events	p. 175
Lean Enablers	p. 178
Dealing with Obstacles	p. 182
Tool: 5 Questions	p. 186
Lean Culture	p. 187
Metrics and Measurement	p. 188
Lean IT at Work	p. 191
Lean IT in a Healthcare Company	p. 191
Lean IT at a Health Insurance Company	p. 196
Lean IT in a Hospital	p. 200
Summary	p. 205
References	p. 206
9 Looking at Lean IT	p. 207
Future Drivers of IT Work	p. 207
The Role of Lean	p. 208
References	p. 210
Index	p. 211

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