Chapter 11

Lean IT Service Management

Understanding and Navigating the Cultural Silos of IT Value Streams

Troy DuMoulin

Fundamentally the information technology (IT) function’s reason for existence and right to ongoing funding is based on successfully performing the duties of a trusted service provider. As such, IT is charged with delivering outcomes customers want, value, and for which they are willing to pay. However, being a service provider does not make IT unique, distinct, or special within a business context. In a typical business, there are many support functions, such as human resources (HR), fleet management, facilities management, engineering, finance, accounting, and so on. Each of these support functions plays a key role (1) as ...

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