In this three part series, Reni shares real world practical use cases on how Lean IT and Lean IT Training can help practitioners extend the value of IT Service Management. She will look at LeanIT Foundation, Kaizen, and Leadership.

1. Practical Use Case on
Lean IT Foundation

2. LITA 30-Minute
Practical Use Cases
Webinar Series

3. WELCOME!

4. Presenter
Deborah Burton
Member Marketing Team
Lean IT Association (LITA)
Channel Marketing Manager
ITpreneurs

5. LITA - Pioneering a Global Standard for Lean
IT Education & Certification
● Lean IT Association (LITA) is a non-profit organization founded by three
Accredited Training Organizations (ATOs) - ITpreneurs, Pink Elephant,
Quint Wellington Redwood and three Examination Institutes (EIs) -
APMG, EXIN, PEOPLECERT International Ltd. To realize its broader
purpose LITA aims to provide:
● An industry-standard set of Lean IT reference materials and other
resources for practitioner organizations to use;
● An certification scheme aimed at practitioner organizations looking to
adopt Lean IT principles in the IT Service development and operations
department as well as professionals that want to be certified in Lean IT
on various levels.

6. Today's Guest Presenter
Reni Friis
Founder - Partner
BlueHat P/S

7. 7
Watch the webinar recording
Webinar Recording
30-Minute Practical Use Case:
Demonstrating Lean IT
Foundation in Action

8. Today's Agenda
1. Welcome
2. About the Lean IT Association (LITA)
3. About LITA Lean IT Foundation Course
4. Hands-on Case Lean IT Foundation
1. Situation, complication and key question
2. Approach
3. Using the dimensions as a view into the case
4. Results
5. How the LITA Lean IT Foundation course can be a help in a case like this
5. Teaser for next webinar
6. Recap & Q&A

9. • Two day intensive course, with lots of interaction, exercises – and lots to learn
• Syllabus, publication and sample exam available prior to the course
• Apart from preparing you for the exam on day 2, the course should leave you with a good knowledge
about what this ”Lean IT stuff” is all about, and how to go about it
• Applying it, making events etc, is part of the Lean IT Kaizen curriculum though
PRINCIPLES DIMENSIONSQUALITY
GENERAL OVERVIEW
3. About LITA Lean IT Foundation Course

10. DIMENSIONS
3. About LITA Lean IT Foundation Course

11. ALL 4 COURSES FROM LITA
3. About LITA Lean IT Foundation Course

12. • The target audience of the Lean IT Foundation course is basically everybody
working in an organization wanting to embrace Lean.
• The level of understanding gained is know and understand, so this will qualify
attendees to participate actively and contribute to any Lean efforts planned.
TARGET AUDIENCE
3. About LITA Lean IT Foundation Course

13. Practical Hands-On Case: This case takes place in a Danish municipality over the course of about a year.
Situation
The employee satisfaction survey conducted in October 2015 was not satisfactory. Staff was unhappy about several things,
including:
• How tasks were distributed and assigned among employees
• The amount of work each employee had to do
• The lacking sense of overview of the task backlog
• Lacking collaboration between the support and technical teams
Complication
Employees were not happy and there was a risk that they may leave, or run into a stress-leave situation. Quality in the
deliveries and service offered to customers was beginning to suffer.
Key Question
Can we change the way we work and organize ourselves to improve both customer and employee satisfaction?
Note: Structure from Barbara Miintos “Pyramid Principle”, which you learn more about in the Lean IT Kaizen course.
4. Hands-on Case Lean IT Foundation

14. Over the course of the year we have worked now, we have worked on several improvements
Improvements
• Improving the incident process
– Mapping and working with competences
– Daily stand-up meetings to ensure overview and a venue for coordination and escalation
– Design of desired “Point of Solution” in the service chain* for incidents
• Channel Strategy for how we serve our clients
– Where in the service chain* will they be serviced
– Which channels do we use to serve them (intranet, videos, telephone, chat, walk-in, courses etc)
• Improving the service culture in IT. What is good service really?
Still to Come
• Improving the project intake and qualification
• Implementing the improvements designed for the it procurement process
• Improving the change and problem processes
4. Hands-on Case Lean IT Foundation
Note: The service chain consists of: Customers, Service Desk, Internal technical staff, and ends with external technical staff

15. Using Dimensions as a View into the Case:
Customer
Several workshops with customers
Customer analysis made by
customer representatives
(here, based on Happy Now method)
You can do surveys

16. Key Things to Remember
1. Understand the key indicators and affecting
factors to what you are doing
2. Understand relations between factors (what is
cause and what is effect for instance)
3. Do not be afraid of excel or the calculator. It
brings you closer to the real world. Not further
away from it
4. Go to Gemba and keep it fact based
Using Dimensions as a View into the Case:
Performance
@leanittweets
#litachat

17. We worked continuously on find the best
organization structure
- and to understand what motivations and
competencies were needed and already there
Using Dimensions as a View into the Case:
Organization

18. Better understanding of how people reach in times of change
will support your efforts to improve. Here we are working with
the Grief Curve in a project.
Everybody did a Whole Brain test of what their preferences were in
terms of how to approach things
Using Dimensions as a View into the Case:
Attitude & Behaviour

19. Use a method that makes it easy to spot
where the problems are…
We worked in Blitz whenever we really needed to dig into something. Always
searching for the true root cause before starting to fix things
Using Dimensions as a View into the Case:
Problem Solving

20. Employees feel their jobs are
more interesting, they have more
of an overview of what tasks there
are, and which ones they should
handle, and the collaboration
between colleagues is vastly
improved
Employer happy as the backlog of
old tickets is gone, and Service
Desk is not able to take on more
(and more interesting) tickets
Better overview for everybody of
competencies for short and long
term benefit
Between 68-94 % effort
saved on IT
procurement process
alone
Customers
experience
faster service,
empowerment,
and more
predictability in
their interaction
with IT
Results

21. How can the LITA Lean IT Foundation Course help
in a Case like This?
Having the knowledge that you get from the Lean IT Foundation course, will allow everybody involved to
understand the background and underlying purpose of all the improvements made.
Everybody involved will,
1. understand better what state we are aiming for. What does “good” look like, through Lean eyes
2. be better able to contribute
3. be better to take responsibility
A word of caution though…
Take it slow with these large transformations, which include a cultural change… it is difficult to
turn the culture around fast for most people – don’t push people past their breaking point, just
because yours is not yet reached… Lead by example and be the best sensei you can be.

22. 5. Teaser for Our Next Webinar…
Using the DMAIC model to plan and execute a project with
several high-intensive and involving workshops..

23. Join Reni & Me on
Tuesday Nov. 22nd for our
30-Minute Practical Use
Case on Lean IT Kaizen

24. Contact: www.leanitassociation.com
ref@bluehat.dk
ref@bluehat.dk
Follow us on LinkedIn or join our LinkedIn Group:
www.linkedin.com/company/lean-it-association
deborah.burton@itpreneurs.com

25. Thank You!

26. 26
Watch the webinar recording
Webinar Recording
30-Minute Practical Use Case:
Demonstrating Lean IT
Foundation in Action

27. Experience Lean IT in Action
We believe that “Lean Thinking” should be an integral part of every
Enterprise IT organization and also every IT professional’s toolkit.
Lean thinking is about understanding how to assess business processes, to identify and eliminate
waste. Today, many IT professionals stakeholders from cross-functional areas -operational,
tactical and strategic — have or are planning to get certified in Lean IT with the objective of
reducing waste and improving efficiency.
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