Lean ITIL Service Operation

The IT Infrastructure Library (ITIL) is a set of pre-defined processes and common practices (I try to avoid the word “best practice” when talking about ITIL) for the IT service management (ITSM). When I talk with customers about ITIL, they often complain about the overhead of ITSM processes, that were designed according to ITIL. I already wrote about this in one of my previous blog posts (Is lean ITSM a myth?