Lean and ITIL: reaching to the (hidden face of) the moon

ITILv2 certifies people, not organizations. Yet it’s a library of good practices that organizations are supposed to follow (or even be certified on under ISO 20,000). So, with predefined processes as a North Star to reach for, it’s very attractive to wanting to use Lean to improve them. Yet, when you first grasp the situation, you soon discover that the shiny, fixed, paper Moon map is nowhere to be found in reality. The further you look, the more you understand that there’s something else to that, and that you need to go on the other side of it to discover what’s really happening. There you’ll find a far more devastated territory than you might have anticipated, riddled with half-baked tools, bloated software and broken pseudo-processes that provide fragile scaffoldings for those beautiful ITIL processes on the light side. This presentation will report a story of such an adventurous exploration of that hidden side of the moon, and the encounters with all the great critters that work hard to make the moon a secure bright silver night light and not a small heap of crushed dark matter.