Lean Continuous Improvement To Information Technology Service Management Implementation: Projection of ITIL framwork

摘要

This paper proposes a model, a viewing perspective, for successful Implementation of an Information Technology Service Management (ITSM), in focus on the frameworks of best practices for delivering and governance IT services, such as Information Technology Infrastructure Library (ITIL). Capability Maturity Model Integration (CMMI), through a continuous improvement approach. In particular, this paper discusses the application of Lean thinking as a process of continuous improvement for great achievement of ITSM, especially around Information Technology Infrastructure Library. Our approach, to apply the Lean to IT, has as goal to identify and eliminate sources of productivity loss and wastes in the implementation process. It aims also to provide a pragmatic and efficient model and to continuously, promote the human factor and reduce the resistance to change; therefore, provide at a specific time for the customer or end-user needs. It means to be Just-In-Time (JIT). Moreover, the current study intend to reduce the gap between the research committee and the professional world and initiates a critical reflection in relation to the implementation of IT Service Management standard.