{"id":19387,"date":"2023-09-05T10:08:21","date_gmt":"2023-09-05T09:08:21","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19387"},"modified":"2025-05-29T13:25:52","modified_gmt":"2025-05-29T12:25:52","slug":"lean-service-management","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/lean-service-management\/","title":{"rendered":"More efficient, customer-centric IT services? Try Lean Service Management"},"content":{"rendered":"

With customer expectations on the rise and technology advancing rapidly, IT departments are under a lot of pressure to keep up.<\/p>\n

The good news? The Lean philosophy of eliminating waste \u2013 anything that doesn\u2019t add customer value \u2013 makes your IT service management more efficient and customer-centric.<\/p>\n

A brief history of Lean<\/h2>\n

Lean<\/a>\u00a0is a philosophy that concentrates on cutting the so-called waste in your daily work to focus on what truly matters: delivering customer value. Anything that doesn\u2019t add customer value is considered waste.<\/p>\n

A good example of a Lean approach is\u00a0McDonald\u2019s Speedee Service System<\/a>. Back in 1948, McDonald\u2019s redesigned their kitchen to maximize efficiency. The end result? Hamburgers served within 30 seconds.<\/p>\n

Currently, car manufacturer Toyota is the leading Lean exemplar in the world, thanks to\u00a0the Toyota Production System (TPS)<\/a>, invented in the fifties to eliminate waste in Toyota\u2019s manufacturing and logistics processes.<\/p>\n

The benefits of Lean Service Management<\/h2>\n

The Lean approach also works outside of hamburgers and cars.<\/p>\n

Even though Lean doesn\u2019t offer any specific guidance for IT service management<\/a>, its philosophy works well alongside other ITSM frameworks. In fact, ITIL 4<\/a>\u2019s introduction of the Service Value System relies heavily on the Lean mindset and terminology.<\/p>\n

Lean Service Management\u2019s focus on customer value helps you step into your customers\u2019 shoes and think from their perspective. This makes adapting your IT services to meet\u00a0increasing customer expectations<\/a> easier. And eliminating steps in your processes that don\u2019t add customer value makes delivering IT services more efficient, ultimately lowering resolution times and increasing customer satisfaction.<\/p>\n

Remember: Lean is a philosophy, not a rigid<\/a>, unchanging set of beliefs and methods.<\/p>\n

The 5 principles of Lean Service Management<\/h2>\n

A Lean process is based on the following 5 principles:<\/p>\n

1. Identify value<\/h3>\n

Specify the value your customer is looking for. What do they want or need? What problem do they have that needs to be solved?<\/p>\n

2. Map the value stream<\/h3>\n

Identify which process you need to deliver this specific value to your customer. This is called a value stream. Challenge the steps within this process: do they help deliver value? If not, try to eliminate them.<\/p>\n

3. Create flow<\/h3>\n

Make sure the value stream runs in tight sequence so the value will flow smoothly to your customer.<\/p>\n

4. Establish pull<\/h3>\n

Deliver the value when your customer requests it.<\/p>\n

5. Seek perfection<\/h3>\n

Repeat the process, striving to make it perfect. Note that the goal here isn\u2019t perfection itself, as that\u2019s unattainable, but rather the pursuit of perfection \u2013 also known as continuous improvement.<\/p>\n

Use Lean Service Management flexibly<\/h2>\n

These Lean principles provide you with great tools to start improving your IT processes. But remember: Lean is a philosophy,\u00a0not a rigid, unchanging set of beliefs and methods.<\/a>\u00a0It can change or look differently, depending on the context and on the unique needs of your organization. So, pick and choose the elements from Lean that work for you and start there.<\/p>\n

This attitude is part of a little something we at TOPdesk call\u00a0service flux: embracing change and using philosophies and frameworks flexibly to make iterative improvements to your services. All so you can adapt to a constantly changing world.<\/p>\n

How to put customers first<\/h2>\n

Lean Service Management is all about putting your customers first. Want to learn how to make your services more customer-centric while cutting costs and improving efficiency? Download our Customer Centricity in ITSM e-book<\/a>, including:<\/p>\n