Lean methods were implemented on an IT infrastructure monitoring system to improve accuracy and reduce waste. Key steps included identifying customer values, mapping the current monitoring process and waste, removing unnecessary monitoring activities, creating standard operating procedures, and implementing continuous improvement. After lean implementation, the system provided more accurate information with fewer alarms and events, while monitoring more devices. Lean reduced waste and helped achieve the expected values of quickly identifying problems, disrupted services and impacted business processes.

1. Implementation of Lean Methods on
Management of IT Infrastructure
Monitoring System
By :
Dio Pratama | Rizal F. Aji | Setiadi Yazid
ICACSIS 2018

2. Faculty of Computer Science
Universitas Indonesia
Brief Description
Currently IT manage so many Infrastructure devices :

3. Faculty of Computer Science
Universitas Indonesia
Problem Analysis
There is an incident alarm which
completeion duration takes hundreds
to thousands of hours
Too many alarm notifications,
difficult to distinguish which really
shows the problem
There are many redundant
alarms
There are many red nodes, but in
reality there are no disrupted
services
1
2
3
4

4. Faculty of Computer Science
Universitas Indonesia
Problem Analysis (Cont’d)
11367
1735
58
13050
281
2540
0
2000
4000
6000
8000
10000
12000
14000
IT Support ERP Internal Apps IT
Infrastructure
IT
Collaboration
IT Security
Total Incident Each Departement - 2017

5. Faculty of Computer Science
Universitas Indonesia
Problem
The monitoring system cannot provide
accurate information regarding the
condition of the IT infrastructure

6. Faculty of Computer Science
Universitas Indonesia
Root Cause Analysis

7. Faculty of Computer Science
Universitas Indonesia
06
01
02
03
04
05
• Lean method is used to manage
and improve business processes
efficiently (Pillai, Pundir, &
Ganapathy, 2014)
• IT infrastructure is one of
the key operational services
of IT (Peppard & Ward,
2016)
• Business is rely on IT, systems must
be monitored 24x7 (Hernantes,
Gallardo, & Serrano, 2015)
• The monitoring aspect becomes
more complicated, notifications
accumulate, which makes
difficult to track problems
(Turnbull, 2016)
Literature Review
• Need a method to manage
monitoring system properly
• IT become more complex, services and
tools that need to be monitored are
increasingly and varied (Turnbull,
2016)
• One of popular process
management methode is lean
(Vieira, 2015)
• The management philosophy is
to emphasize the elimination of
waste (Plenert, 2012)

8. Faculty of Computer Science
Universitas Indonesia
Literature Review (Lean Implementation)
Loader & Janssen (2015) in his book “Lean IT
Foundation Increasing Value Of IT” explains that the
principle of implementing lean are through five stages
as shown by the following figure:
Transportation
Inventory
Motion
Waiting
Over Production
Over Processing
Defect
The management philosophy is to emphasize the
elimination of waste (Plenert, 2012), and the waste
is categorized as TIMWOOD (Bell & Orzen, 2011).

9. Faculty of Computer Science
Universitas Indonesia
Literature Review (Lean Toos)
Steven C. Bell and Michael A. Orzan (2011) explained that lean offers a variety of tools to eliminate process waste,
including:
Value Stream Mapping (VSM)
SIPOC (Supplier/Input/Process/Output/Customer)Gemba Walk (Go and see analysis)
Voice of Customer (VoC)
Work Standarization
5S (Seiri/Seiton/Seisho/Seiketsu/Shitsuke)
Pull Logistic
Continues Improvement (Kaizen)

10. Faculty of Computer Science
Universitas Indonesia
Research Methodology
• Research Design: Qualitative
• Research Methode: Case Study & Action Research
• Data Collection : Interview, Observation, FGD
1
Problem Identification
3 5
2 4
Literature Review
Observation Phase
Design Phase
Implementation Phase

11. Faculty of Computer Science
Universitas Indonesia
Lean Implementation (Value Identification)
Value Identification  Voice Of Customer (VoC) :
No Identified Values Achievment
Yes No
1 Technicians able to quickly see and responds to every occured
problems
O
2 Management able to quickly find out which services are
interrupted
O
3 Executives can quickly learn which business processes are
disrupted
O
4 Able to provide accurate alarm information O
5 Able to monitor the use of resources to maximize the use of the
service O
6 There are rules in the use of each feature on the monitoring
system
O
7 There is a clear workflow in handling every alarm O
8 Self service monitoring for IT service owners O
9 Simple display that can be directly understood by ordinary users O

12. Faculty of Computer Science
Universitas Indonesia
Lean Implementation (Value Stream Mapping)

13. Faculty of Computer Science
Universitas Indonesia
1
3
2
Waste Identification (Information Collection)
• There are resources that
are not being used and are
still monitored by the
system
• There is a function of resources
that are not owned by the
device, but monitored by the
system
• There are resources that are not
enabled by the device, but
monitored by the system
Waste  Inventory

14. Faculty of Computer Science
Universitas Indonesia
Waste Identification (Information Processing)
Alerting Waste Process :
1. Event Trigerred  Over Processing
2. Alert Logged  Over Production
3. Predefined Rules  Defect
4. Review The Alert  Over Production
Source : (Nand & Chaganty, 2008)

15. Faculty of Computer Science
Universitas Indonesia
Lean Implementation (Create New Flow by Elemeninate Waste)
Remove Unecessary Thing
• Stop monitoring of devices that are not in use.
• Stop monitoring of resources that are not being used
by the device.
• Stop monitoring of the resource function that the
device does not have.
• Stop monitoring of resources that are not enabled
by the device.
• Removing unnecessary alarm configuration.
Arrange Placements and Mark / Label on All Things
• Organize categorization and mark devices
based on area, city, region, service name,
and service owner.
• Organize grouping and marking devices
based on service function.
• Self service access to monitoring system
based on ownership of device or service.
• Remove the unnecessary dashboard
view and add another more informative
view by creating a single dashboad
view(Next Slide)
Cleaning and Tidying Up Display
Create Working Standard
• Making standard operational procedure (SOP)
Make sure SOP is running
• A reward system is applied for operators who perform every
month, with the assessment category being compliance with
SOPs.
• It has been proposed that the activity in the SOP be the
engineer performance assessment criteria which listed in the
Individual Work Plan (RKI).
• It has been proposed that adherence to this SOP be the point
of disciplinary Final Assessment (PA) of the engineer.

16. Faculty of Computer Science
Universitas Indonesia
Create Pull System
Aiming for the system to be only produce information when it is needed by customers at the right time, right amount and
right destination.
• Set the sending of alarms
according to working hours on
certain devices or services
• Make maintenance
scheduling arrangements if
there is downtime scheduled
• Send an alarm to a person
who is responsible for a
service
• Determine the parent and child of
the devices so that, if there are
problems with the parent device,
the child device will not send an
alarm

17. Faculty of Computer Science
Universitas Indonesia
Make Perfection
Continues Improvement (Kaizen)
Make procedures for using the
monitoring system
Implement best practice management
monitoring system (next slide)

18. Faculty of Computer Science
Universitas Indonesia
Make Perfection (Device Inventory)

19. Faculty of Computer Science
Universitas Indonesia
Make Perfection (Business View)

20. Faculty of Computer Science
Universitas Indonesia
Implementation Result
• Quantitatively after implementation, the
number of devices monitored increases while
alarms and events decreases
• Qualitatively, remains expected value
has been achieved
No Identified Values Caused Waste Activty Achievement
Yes No
1 Technicians able to quickly
see and respond to
problems that occur
 Inventory
 Motion
 Waiting
 Defect
 Short
 Shine
 Create pull
system
O
2 Management able to
quickly find out which
services are interrupted
 Motion
 Waiting
 Set in order
 Perfection
(Create
business
view)
O
3 Executives able to quickly
learn which business
processes are disrupted
 Motion
 Waiting
 Set in order
 Perfection
(Create
business
view)
O
4 Able to provide accurate
alarm information
 Inventory
 Defect
 Over
Production
 Over
Processing
 Short
 Create pull
system
O
5 Able to monitor the use of
resources to maximize the
use of the service - - O
6 There are rules in the use of
each feature on the
monitoring system
 Not directly
impact by
waste
 Standarize
O
7 There is a clear workflow in
handling every alarm
 Not directly
impact by
waste
 Perfection
(Create SOP) O
8 Self service monitoring for
IT service owners
 Not directly
impact by
waste
 Set in order
O
9 Simple display that can be
directly understood by
ordinary users
 Motion
 Waiting
 Shine
 Make
Perfection
(Create
business
view)
O
Network
Elements
Nodes Interfaces Alerts Events
Amount
Before
Lean
7683 639 6613 111 348172
Amount
After Lean
10705 1308 6683 26 177343
Percentage
Ratio
39% 105% 1% -77% -49%

21. Faculty of Computer Science
Universitas Indonesia
Summary
• After the lean method is implemented,
the system can convey the expected value
of the customer
• Waste in the monitoring system can be
reduced so that there is an increase in
accuracy related to information on the
condition of the IT infrastructure
Lean method can be applied to manage monitoring system through the steps of applying lean principle as follows:
VoC (Voice of Customer)
SIPOC of Monitoring
System
Remove Monitoring
Waste
Send alert on the right
time, right amount, right
destination
Implement Kaizen

22. Faculty of Computer Science
Universitas Indonesia
Source: xxx
Thank You