Shocking news! ITIL is not a best practise anymore - majority are aware of it and many are taking advantage. It's getting "downgraded" to just "good practise" . The ones who are bold and brave enough to experiment and benefit from emerging ideas in ITSM, are "writing a book" of best practise for us. Let's have a look at examples, where Agile princilples and Lean thinking are creating value, when applied to ITSM. Is Agility and Leanity a new set of best practices for ITSM? Vladimir is consultant and trainer in Project Management and IT Service Management, IPMA-B and ITIL Expert certified. Board member at International Project Management Association Latvia, IPMA 4 level certification system assessor and active member of regional itSMF society. Teaching Programme and Project Portfolio Management for masters in Project Management. Owner of ITSM LLC, company that is solving IT Management issues, providing consulting and trainings, CIO for rent, adopting and adapting IT Service Management and tools. Have been speaking on global TFT12 conference about his recent project in Russia, where Kanban board was used as a tool for IT management to execute ITSM programme. Follow on Twitter @vivanovs and contact on LinkedIn http://www.linkedin.com/in/vivanov

1. Agility and Leanity
in ITSM
Vladimir Ivanov,
ITSM Consultant,
Twitter: Vladimir_ITSM

3. Mr.SPOCK

4. What will you get?

5. Challenges
• ITIL and ITSM
• Service Desk vs Help
Desk
• Reactive vs Proactive
• Skills and knowledge
• Toolset
• Organisation Culture
and Silos
• Measuring the wrong
things

6. Agile

8. Agile is NOT
• Agile is not binary
• Agile is not about
specific methods or
practices
• Agile is not a goal
• Agile is not complete
• Agile is not a silver
bullet

9. Agile Principles

11. Lean Enterprise

12. Lean Principles

13. Lean Software Development

14. Lean SW Dev principles
1. Eliminate waste
2. Amplify learning
3. Decide as late as
possible
4. Deliver as fast as
possible
5. Empower the team
6. Build integrity in
7. See the whole

15. The Lean StartUp

16. The Lean StartUp

17. What will fit better?

18. Customer Story

19. What is Kanban?

20. Focus on Time and Scope

21. Focus on Painkillers and WIPs

22. Focus on Incident process

23. What is Scrumban?

24. For inspiration

25. For further study
1. 10 Kanban boards
and their context
2. 10 pitfalls when
implementing
Kanban
3. Introducing Kanban
in Operations

26. Let’s experiment and share!

27. Questions?

28. Contacts
linkedin.com/in/vivanov
vladimir@ivanov.lv
+371 29160633
v.ivanovs
@vivanovs (Vladimir_ITSM)