Lean ITIL Workshop

Lean ITIL Workshop

Course Information:

February 2012, Portland, OR metro area

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Each attendee receives a 1/2 hour phone consultation for their company, with instructor, Steve Bell. Companies that have 3+ attendees will receive a
1 hour phone consultation.

For groups of 3+, receive the group rate of $1195/person. Contact us for this group rate.

Instructor

Steve Bell

Steve is a veteran Lean coach and educator. He serves on the faculty of the Lean Enterprise Institute (www.lean.org) presenting Lean workshops around the world. He is a recipient of the Shingo Prize for Operational Excellence. He has authored two books on the principles and practice of Lean thinking…

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Overview

The marching orders for today’s IT leaders are clear: provide run-the-business projects and services better, faster and cheaper, in order to free up time and money to focus on initiatives that will drive business growth and innovation.

To accomplish this, we need a disciplined approach to improving the quality, consistency, availability, and cost of IT services. This is the intent of ITIL, which is founded upon Dr. Deming’s Plan-Do-Check-Act (PDCA) cycle of continual improvement of processes, products and services. By quickly addressing root causes of problems, we can improve the stability and quality of the overall environment. This in turn reduces the number of incidents, freeing up capacity to provide more and better IT services to the business at a lower cost. When properly adopted, ITIL transforms the IT organization from reactive problem responders into providers of high quality services to satisfied customers.

Attendees are encouraged to bring real scenarios and challenges to discuss with the class, as we learn to apply Lean Thinking to improve IT Services. Many organizations have begun to adopt IT Service Management thinking, and this course focuses in on the “how we do it” factor.

Prerequisites

There are no prerequisites for this course, but a basic familiarity with ITIL methodology is encouraged.

Intended Audience

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators

Course Outline

What will you take away with you?

While Lean ITIL sounds simple, creating a culture of “doing things right the first time”, and establishing a management system that encourages rapid problem solving, requires a deliberate and sustained effort. This two-day workshop provides hands-on, experiential learning by applying various Lean principles and practices to ITIL scenarios, including:

  • A3 problem solving
  • Value Stream Mapping
  • 5s Workplace organization

You’ll return to your organization with hands-on experience with Lean tools and techniques that enable problem solving and process improvement within your IT services operations. You’ll return better able to:

  • Identify problems that impede your organization’s progress
  • Prioritize problem solving efforts
  • Apply an effective methodology to problem solving
  • Measure progress against towards continual IT service improvement targets
  • Satisfy your customer service level agreements
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