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Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Josh Naylor (IT Service Delivery Manager, Northwestern University)

Charles Rita (Senior Service Desk Analyst, Northwestern University)

Ivette Torres (Service Desk Analyst, Northwestern University)

Kyle Barnick (Service Desk Analyst, Northwestern University)

Lynne Jeffers (Manager, IT Support Center, Northwestern University)

Location: Panzacola H1/2

Date: Friday, April 12

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Optimization

Format: Case Study

Vault Recording: TBD

Audience Level: All

How often have you pointed out a convoluted process only to be told "It's always been done that way"? We all recognize inefficiencies in the workplace, but we don't always do something about them. We inherit inefficient or redundant processes from other teams, but we keep using them because "changing things will be too much work."

Northwestern University implemented a Lean IT program to facilitate its goal of becoming an environment driven by continuous service improvement. In this session, attendees will learn how Northwestern:

  • Streamlined key processes to improve the end-user experience and increase customer satisfaction
  • Increased organizational efficiency
  • Changed the culture of the service desk
  • Defined new processes following Lean IT guidelines

Attendees will leave this session with tips for identifying inefficient processes in their environments and simple steps they can take to make them "Lean"er.

Presentation File

Session_804__Lean_IT.pdf