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By Nigel Murphy

I have worked in IT since 1997 starting out on a Service Desk, I seemed to be a little out of sync with everyone else and was told I actually dealt with support calls ‘too quickly’, the average time was 2 min 20 secs, mine was 50 secs!. I became fascinated by productivity and when a few years later Fujitsu Services underwent a Lean Transformation it seemed a natural fit, instantly resonating with me. I decided to leave the confines of IT support behind and become a consultant and have been ‘hooked’ on Transformation ever since.

I am now writing a book for ITSM Press. A Guide to Lean will summarise the history, key concepts and how Lean has been applied to IT; but also addressing the future and how Lean methods are impacted by automation and AI in the Digital Age. We will also look at how Lean relates to other techniques, frameworks and methodologies such as ITIL, IT4IT, DevOps, VeriSM™, Agile.  What does the future hold for Lean in a crowded field?, what are the main road blocks to Lean Transformation and how can they be overcome?

Check out the IT Service Management section on our website for this and other great IT service management books, standards, tools and training.