Continual Process Improvement for ITIL Service Operations: A Lean Perspective

ABSTRACT

IT service management (ITSM) practitioners recognize the need for continuous improvement of IT services. Using a design science research approach, we develop a five – step process improvement framework for ITIL (Information Technology Infrastructure Library) service operations, based on the use of the Lean toolset. The proposed framework offers a structured approach for process improvement in practice and a basis for more systematic research.

KEYWORDS:

• Information technology infrastructure library
• information technology service management
• lean
• process improvement

Additional information

Notes on contributors

Nikolaus Obwegeser

Nikolaus Obwegeser holds a PhD in Information Business from the Vienna School of Economics and Business, Austria, and currently works as a Research Scientist at the Global Center for Digital Business Transformation at IMD Business School, Switzerland. Nikolaus conducts research at the intersection of technology, society, and organizations, with a particular focus on the transformative role of emerging technologies and digital innovation. His works have been published in renowned international journals and conferences in the field of information systems and innovation.

Daniel T. Nielsen

Daniel T. Nielsen received his Master in Information Management from Aarhus University, Denmark, in 2017. Since his graduation, he has been employed by NNIT as a Consultant, operating in the intersection between business and IT. His interest lies in the management of IT projects and how process optimization and improved alignment can benefit organizations. Prior to his current role, he gained work experience on large scale ITIL implementations and in particular Service Delivery Management.

Nicklas M. Spandet

Nicklas M. Spandet received his Master’s degree in Information Management from Aarhus University, Denmark, in 2017, and is currently employed by PricewaterhouseCoopers as an Associate in PwC Deals. His interest is within M&A with specific focus on IT companies and how companies are successfully integrated after the deal is closed. He has prior experience from IBM and Rambøll Management Consulting with streamlining both IT and non IT operations.