A service improvement model for the information technology infrastructure library based on lean it

Abstract

This thesis proposes a service improvement model for the Information Technology Infrastructure Library (ITIL) based on Lean IT. It highlights service improvement from a service management platform by highlighting the common frameworks used for IT Service Management, ITIL and service improvement methodologies for comparison purpose and to prove the case for Lean IT. Lean IT is an extension to lean principles and is a methodology which shows how to reduce operational and procedural waste by identifying key value adding process or value streams, mapping these value streams and controlling the flow of production items in the value streams by ensuring that this flow is demand or pull driven. Lean IT is to be used in a complementary nature to ITIL. The objectives of this research are: to establish the functional processes based on ITIL as implemented by KRA, to identify the measurement metrics (KPls) used to evaluate how the processes are deployed, to collect the data related to the processes as per the given metrics over a certain period, to develop a Service Improvement Model for the Information Technology Infrastructure Library based on Lean IT and to validate this Model. The research follows an applied and formal approach and uses Kenya Revenue Authority as the focus of the study. Qualitative and quantitative data is collected on employee satisfaction and the implementation of a function of ITIL i.e. information security management. The proposed model suggest that to improve service delivery the IT processes have to be clearly identified and performance metrics well established, information on these metrics is to be obtained and analyzed for gaps or waste elements as identified by Lean IT, service delivery improvements are then identified and lean IT methodologies used to effect this improvements. The research reviewed identified functions and found several gaps to which suggestions of improvements were also made. The results were validated and recommended by experts and managers in the field and the work found commendable.