Lean IT to Practice

Introduction

Lean IT is the extension and adaptation of Lean Manufacturing (a management model widely used in industrial processes) to IT environments. Lean IT helps organizations and IT departments provide better services to their customers, eliminating anything that isn’t meant to deliver value. Lean focuses on understanding customer value, continuous improvement of the processes that provide this value, how to manage performance, the form of organization, and the attitudes and behaviors needed.

Lean IT applies to the entire IT domain, from requirements to maintenance. Applying Lean IT involves both management and employees.

Lean IT is complemented by most guides in best practices, such as ITIL, providing a series of tools that allow organizations to analyze and improve all its areas of action.

This three-day course prepares students for Lean IT Foundation certification and demonstrates the  application of  Lean in real case studies.

Objectives

At the end of this course students will be able to:

• Understand the fundamental principles of the Lean IT philosophy
• Analyze and understand the value to the customer
• Understand how Lean IT approaches on improving processes and eliminating customer-invaluable tasks (waste)
• Learn how to measure performance and its key elements
• Improve the efficiency of the organization, including the use of visual management tools
• Understand troubleshooting tools
• Work with the DMAIC improvement model
• Understand the behaviors and attitudes needed to succeed within Lean organizations
• Apply the Lean methodology at the enterprise level

Student Profile

Managers and technicians with direct or indirect responsibility for Information Systems, and in general, any IT professional with an interest in the management of services and the continuous improvement of their quality.

Prerequisites

We recommend students have professional experience in IT departments or companies.

Course Materials

Each student will receive a copy of the course documentation prepared by Netmind. As well as a Lean IT Foundation exercise manual and sample exams.

Methodology

Engaging and interactive face-to-face course. Our instructors teach all course materials using the demonstrative method; the participants learn new concepts through exercises and real application practices.

Certification

This course prepares students for the Lean IT Foundation certification exam (not included in the course).

Additionally, students will earn 21 credit hours for their attendance.

Accreditation

A certificate of attendance will be issued to students who attend the course for at least 75% of the duration.

Course Outline

Part 1: Lean IT Foundation

1. Introduction
   1. History
   2. Key
   3. Waste, Variability, and Inflexibility
   4. Definition of Lean
   5. Read IT Dimensions
2. The Client
   1. The voice of the client
   2. Value types for the customer
   3. CtQ (Critical to Quality)  concept
   4. Connection between customer voice and CtQ
3. The Process
   1. Concepts of Push and Pull
   2. SIPOC  Diagram
   3. Creating a Value Chain Map (VSM)
   4. Relationship of the process with Lean’s principles
   5. Analyzing a value chain map
4. Performance
   1. What is it?
   2. Key Performance Indicators (KPIs)
   3. Operational Process Efficiency
   4. Profiles and Knowledge
5. Organization
   1. Structure
   2. Focus on the client
   3. Performance Dialogue
   4. Visible Management
   5. Start Day and Board of the Week
6. Behaviors and Attitudes
   1. Characteristics of the Lean Mentality
   2. Behavior Types
   3. Lean Leadership
   4. Role of the Manager in Lean environments
   5. Concept of 5S
7. Problem Resolution
   1. Problem definition
   2. KAIZEN focus
   3. DMAIC Method

Part 2: Case Study

1. Company Presentation
   1. Information Technologies
   2. Service Delivery
2. Remembering Concepts: The 5 Dimensions
3. The Customer: The Voice of the Customer. A CTQ Tree
4. The Process
   1. SIPOC and VSM: The process
   2. WASTE
5. Performance: The Indicators
6. Improvement Analysis. Troubleshooting (DMAIC)
   1. Organization
   2. Information flows
   3. Layout
   4. Software
   5. A3 and Service Desk. Visual management