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Technology Leadership Council of Florida Workshop
Leaner ITIL® - The Application of Lean Thinking to a Service Management Initiative
Ian Clayton, Principal
Service Management 101, LLC
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Session Description
Service management is a must-do initiative for any service organization, and a necessary transformational effort for an IT organization. Service management promises an improved focus on customer satisfaction, outcomes, and operational efficiencies through leveraging of industry best practices. Historically, such an initiative has been attempted as a process improvement or a progressive advance through maturity levels and described by the guidance contained within best practice frameworks such as the IT Infrastructure Library (ITIL®). Today’s economic climate is forcing IT management to reprioritize projects and use of resources to favor cost containment and reduction. There is no better time than now for service management initiatives to deliver on its promise. The call is for more targeted, agile, and lighter initiatives that deliver real benefit in shorter cycles. Experience has shown that each of these traditional approaches requires an upfront investment of money, resources, and stakeholder commitment, and a sustained effort to implement what becomes an onerous framework. Both the approaches and the end destination of process replacement or a specific level of maturity are inappropriate and incompatible with stakeholder needs. Through a combination of presentations, workshops, and a central simulation, this session explores in detail an alternate approach that exploits and integrates Lean Thinking into a service management initiative. Lean is renowned for ensuring a relentless focus on the identification and continuous elimination of waste, coupled with customer satisfaction, and the achievement of specific outcomes.
About the Speaker
 Ian Clayton is author of the Guide to the Universal Service Management Body of Knowledge (USMBOK), Principal of Service Management 101, and Director of the Center for Service Management Research at the Service Management Society (SM-S), a non-profit organization he co-founded in 2008 to maintain a definitive body of knowledge and standards-based personal credential scheme for the service management profession. With over 35 years experience in IT organizations, he is one of the world’s leading authorities on Service Management and ITIL®, an accredited instructor at all levels of ITIL, and a pioneer of how to apply Guerrilla tactics, and Lean Thinking, to service management initiatives. He is a gregarious, motivational, sought-after speaker and consultant, universally characterized by friends, colleagues, and clients as one of the most insightful, innovative, and sometimes revolutionary minds in the US ITSM industry.
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