Making IT Lean

152  ◾  Making IT Lean: Applying Lean Practices to the Work of IT

To Lean the Incident Management workflow, we, of course, need to drill

down to a level where we can represent real work, just as we did for processes

in Chapter 5. Let us look at the detailed process activity that is associated with

escalations, represented in the diagram in Figure 7.2 at a high level, and in the

diagram in Figure7.3 at a lower level that maps to the realm of real work.

Here we have a process map for escalations and we have highlighted

those points where we have identified trouble spots, which is to say, signs

of waste. The pain points correspond with delays (takes ...