Breaking the Vicious Cycle in IT Operations using an Agile/Kanban Recipe

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IT support organizations, as the name applies, are business enablers that achieve success by providing business customers the services they need, when they need it, and at a cost that is affordable to the organization. In the past 20 years, as companies grew, we have seen that many IT organizations have become a nest of complex processes, distributed environments, long delays, and ever-decreasing customer satisfaction. The IT service organizations have become complex to manage, over-bureaucratized, and expensive to operate all under the umbrella of reduced costs.

By taking key ideas from leading methodologies such as ITIL, LEAN, TOC, Agile & Kanban, we can break the cycle and bring back sanity and simplicity to the over-complex world of IT Services. Focusing on customer satisfaction, visualized management, self-managing teams, flow, and transparency, the new IT Services model will enable a reduction in management overhead, reduce the costs of waste, improve cycle time and allow the team to focus on what they do best, bring value to the organization.

Lecturer’s short Bio:
Tal Aviv is a 15 years veteran of the IT Service Management and entertainment industries. In his recent roles, Tal served as a Service Delivery Manager for companies such as Disney and Accenture where he worked to establish better-operating procedures in IT services using key ideas from methodologies such as ITIL, LEAN, and TOC. In parallel, Tal lectured at the California State University Northridge in the Engineering management graduate program where he helped professional engineers to become better managers.

Tal holds a Master’s degree in Engineering Management and a bachelor’s degree in Computer Science and is a member of TOCICO. Tal received several certificates including ITIL, and LEAN Operations, and has participated in numerous training sessions in TOC, Six Sigma, Project management, Scrum, kanban, and Agile.

Tal relocated to Israel in the summer of 2010 where he continues his passion for process improvement and helping organizations achieve their potential.

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