Value Stream Mapping

Course objectives

In-depth understanding and gaining knowledge of practical use of Value Stream Mapping method towards processes within IT service organization.

Benefits

• At the end of this course participants will know:
  • basic concepts of Lean IT and Six Sigma,
  • value Stream mapping techique (regarding IT processes),
  • areas within IT for applying Value Stream Mapping
• Taking part in practical exercises participants will:
  • define value streams,
  • describe „AS-IS” state of the certain process,
  • identify areas for improvement as well as wastes,
  • identify non-value adding activities,
  • come up with ideas of eliminating wastes,
  • design and describe „TO BE” state.

Training scope

• Lean IT and Six Sigma main concepts especially:
  • Customer i Customer value,
  • Voice of the customer,
  • Value stream,
  • Process,
  • Wastes within IT area.
• ITSM processes versus value stream.
• Value stream mapping and improving efficiency and effectiveness of ITSM processes.
• SIPOC (Supplier, Input, Process, Output, Customer).
• Selected methods af visual creation of actual process flow– diagram spagetti, swim-lane diagram etc.
• Identification of most common wastes in ITSM processes.
• Communication in ITSM processes.
• Excercises– applying Value Stream Mapping technique tro the chosen ITSM process.

Audience

People responsible for effectiveness and efficiency of IT processes; everybody involved in continual service improvement activities; process managers, process owners, service owners; people responsible for quality management.