Focusing on the application of Lean practices to IT, this book presents tools and techniques for IT operations and IT service management. The author provides a context for discussing several areas of application within this domain, allowing practitioners to gain insight into IT processes and activities as well as Lean principles. The text reviews the IT Infrastructure Library (ITIL) as a framework for best practices and explains how it can be used to accommodate Lean processes and operations. Using case studies, it also offers solid evidence of the contribution that IT can make in service of the Lean enterprise.
Preface
Chapter 1 : Introduction
Chapter 2 : The Work of IT
Chapter 3 : The OM Perspective
Chapter 4 : The Lean Improvement Model
Chapter 5 : Lean Problem-Solving : Identifying and Understanding Problems
Chapter 6 : Lean Problem-Solving : Identifying and Managing Solutions
Chapter 7 : Lean IT Service Management
Chapter 8 : Implementing and Sustaining Lean IT Improvements
Chapter 9 : Looking at Lean IT
Index
