Application of Lean Practices to ITIL v3 in Eclipse Process Framework

Juliana Isabel Marques

Key information

Authors:

Juliana Isabel Marques (Juliana Isabel Marques Pantaleão)

Supervisors:

Ana Paula Valente Pereira (Ana Paula Valente Pereira); Miguel Leitão Bignolas Mira da Silva (Miguel Mira da Silva)

Published in

06/01/2010

Abstract

Many organizations have already implemented Information Technology Infrastructure Library (ITIL) in order to control and manage their Information Technology (IT) Departments more effectively. ITIL is a public framework that describes best practices in IT Service Management, with special attention on the continual measurement and progress of the quality of IT service delivered. Organizations are now focused on continually improving their ITIL processes in order to become even more efficient but they do not know how. Lean is a methodology that can be used to drive the ITIL services and their improvement through a process of reduction of waste. The main objective of this work is to understand how Lean should be applied to improve the ITIL v3 processes. We propose a value stream mapping of Lean practices applied to ITIL v3 processes - Lean Information Technology Infrastructure Library (LITIL) - using Eclipse Process Framework (EPF) Composer tool that is able to formalize and describe all types of processes in an Agile way. According to LITIL, we developed an analysis study in a private organization in order to find out improvement opportunities in value?s delivery process. The results showed that Lean can be applied to ITIL v3 and also that Lean contributes directly to reducing waste in order to make it organizations more efficient.