Service Desk – VOC: the heart of Lean in IT using Oobeya to lead change

Service Desk – VOC: the heart of Lean in...

OobeyaIT – APTiTUDE at the Service Desk How did a Service Desk help lead the change of culture and improvement within a financial services organisation? The problem: IT management had changed from a service to project culture so CREATE side did not talk to the run side until to late. So the Service Desk was repeatedly solving things, performing unneeded tasks, had poor KPIs and tools, and higher costs. One year later and we were the Face-of-IT with measurable days saved in tasks, 80% satisfaction improvement, accelerated request fulfilment, happier staff and gave more...
Lean and ITIL: reaching to the (hidden face of) the moon

Lean and ITIL: reaching to the (hidden f...

ITILv2 certifies people, not organizations. Yet it’s a library of good practices that organizations are supposed to follow (or even be certified on under ISO 20,000). So, with predefined processes as a North Star to reach for, it’s very attractive to wanting to use Lean to improve them. Yet, when you first grasp the situation, you soon discover that the shiny, fixed, paper Moon map is nowhere to be found in reality. The further you look, the more you understand that there’s something else to that, and that you need to go on the other side of it to discover what’s...
Nicolas Stampf, BP2I

Nicolas Stampf, BP2I

Nicolas Stampf works with BP2I, a joint venture of IBM and BNP Paribas. He is a lean coach in IT Operations with a developing interest in creating respectful change in organizations using strength-based principles. He has mostly facilitated transversal kaizen workshops (business-developers-operations) where he helped teams (re)communicate and thereby solve the problems that prevented the whole process from functioning properly. Follow Nicolas on Twitter.
Daniel Breston, Qriosity Limited

Daniel Breston, Qriosity Limited

Workshop: IT going slow, reputation poor, service partners not delivering?  Have you tried to lean your IT Service Management? Your budget is 30% Development and the rest keeping things running with a mix of internal and external IT teams. Your Service Desk does not add value as no one is paid to call them but you do get a lot of calls for help to fix or make a request. You are struggling to maintain compliance or introduce robust disaster continuity. Your PMO and Dev teams struggle to work with the Operations teams. Your SLAs are worthless. Any of this sound...