Lean IT focuses on eliminating waste to improve efficiency. An example is described where a high priority service desk issue is automatically passed to a subject matter expert along with configuration details and analytics to quickly find the root cause. Application performance management then triages the issue, checks for effects on other services, patches the problem machine, and updates configurations. Trend analysis also helps identify potential customer service level breaches proactively. Compliance risks are also automatically detected and addressed through integrated access controls and alerts to prevent violations.

1. Lean IT: Waste Not, Want Not1

2. Lean IT – ExampleEnd-to-End Performance2Service desk issue openedwith high priority!3Knowledge base providesimmediate workaround andservice levels maintained4Problem automaticallypassed to SME withconfiguration details and analytics; root-cause found 5Application PerformanceManagement Triages issue2Configuration checked for effect on other services; problem machine patched;configuration updated 1Service“PDA Sales LeadNotification” 6Trend analysis reveals potentialCustomer Service Levelbreach

3. 3Service desk issue openedwith high priority! Compliance officer notified3Lean IT – ExampleProactive ComplianceEmergency change automatically initiated4Alert mapped to defined business risk for 2 compliance mandates. High risk! Integrated Access control corrects exception, prevents repeat violation and notifies management 125Service“Credit Lookup” Role and compliance detects that 5 people in marketing have access to credit history lookup application