Lean IT Service Management (Lean-ITSM)


As your business processes become increasingly automated and reliant on IT, the reliability and capability of your IT department has become critical to the operation of the business.  How effectively and efficiently you run your IT department has become of strategic importance to the overall business.  Your organization needs to know what the IT department is capable of supporting, while the IT department needs to be confident that they can consistently and reliably deliver to the expectations of the business.Traditionally, IT departments regard themselves as the owners of the IT infrastructure, applications and resources that support the organization’s operations.  Information Technology Service Management (ITSM) provides an enhanced, customer-centric approach to managing IT processes and supporting structures.  ITSM also ensures alignment of the interaction between the IT processes and those of the business.  The result is more reliable business support and a much better idea of where changes to the IT department would provide business benefits.

SatiStar’s approach to ITSM focuses on the value-added activities and skills needed to rapidly implement an ITIL-compliant service management model.  The result of considerable process reengineering, our standardized and rapid ITSM methodology has been built on Lean and Six-Sigma principles and integrates well with any relevant systems and methods that you may already have in existence.  SatiStar offers a standardized methodology that results in a customized solution that is sustainable, culturally sensitive and has been fully demonstrated in the most demanding of environments.

This unique marriage of the technical and social aspects of our solution for your IT processes ensures that your IT department will be able to:

  • Apply cutting-edge process and quality management skills to their processes
  • Rapidly achieve compliance with ITIL and other requirements
  • Reliably deliver to business requirements
  • Proactively control the IT environment rather than being forced to react to user requests
  • Be more focused on their processes
  • Improve IT support flexibility
  • Improve IT system benefits such as speed, security, availability, capacity
  • Implement clear and visible measures for IT process performance
  • Identify improvement opportunities
  • Considerably reduce cycle time for changes
  • Improve success rate for changes
  • Be more motivated due to an improved alignment between capability and expectations
  • Reduce overall costs

Scope And Deliverables

SatiStar’s comprehensive approach for rapid ITSM implementation ensures that your IT organization will be compliant with global IT best practices, including ITIL, ISO/IEC20000-1, NIST, COBIT and ISO/IEC27001.
SatiStar’s Lean-ITSM approach is designed to reduce the overall cycle time for a typical ITSM implementation, through the incorporation of advanced quality management concepts developed across a wide variety of industries.
Our highly structured methodology is a standardized approach to deliver a fully customized solution for each client.  It encompasses the following five elements:
  1. Assess, Diagnose & Recommend
    • Develop profound understanding of current IT capability
    • Determine if Lean-ITSM makes sense to implement
    • Provide measurable ITSM benefits targets
    • Provide recommendation and roadmap (including timelines and costs) on how to implement Lean-ITSM
  2. Process deployment structure
    • Policies
    • Processes / Procedures
    • Support models
    • Work instructions
  3. Cultural transformation
    • Competencies
    • Team-based solutions
    • Sustainability
    • Organizational alignment
    • Management Control Systems / Policy Deployment
    • Supporting skills development
  4. Process implementation
    • Process reengineering
    • Process design
    • IT Service Continuity Management (ITSC)
    • Service Planning Management
      • Availability Management
      • Capacity Management
    • Service-Level Management (SLM)
      • SLAs, OLAs, Underpinning contracts
    • Facilitate / guide implementation
    • Process audits
    • Supporting documentation
    • Key Performance Indicators (KPIs) & Reporting
  5. ITIL Best Practices
    • Service strategies
      • Service Portfolio
      • Service Economics
      • IT Financial Management
      • IT Demand Management
      • Service Strategies for Outsourcing, Insourcing and Co-sourcing
    • Service design
      • Service Portfolio Design
      • Service Catalog Management
      • Service Management
      • Supplier Management
      • Capacity Management
      • Availability & Service Continuity Management
      • Information Security Management
    • Service operations
      • Service Request Management
      • Event Management
      • Incident Management
      • Problem Management
      • Access Management
    • Service transition
      • Change Management
      • Service Asset & Configuration Management
      • Knowledge Management
      • Service Release Management
      • Deployment, Decommission & Transfer

What We Will Do

  • Project Management
  • Provide model of the target state
  • Gap Assessment to target state
  • Provide models and templates for rapid deployment and implementation
  • Training and skills development
    • Standardization
    • Failure Modes and Effects Analysis (FMEA) – Risk identification and prioritization
    • High Reliability Problem Solving
      • Service Management Lifecycle Model
      • Root Cause Analysis (RCA)
      • Component Failure Impact Analysis (CFIA)
      • Fault Tree Analysis (FTA)
    • Managerial Analytics and Troubleshooting – Rapid Diagnosis
    • Management Control Systems
  • Management coaching
  • System configuration specifications
  • Available library of standardized templates to speed up implementation
  • Design processes
  • Guide process implementation
  • Create document structure
    • Create policy manual
    • Process Reference documents
    • Audit requirements
    • Security requirements
    • Support models
    • Procedures and work instructions
  • Validate compliance to policies and standards

What We Need You To Do

  • Provide us with the contact information of your key personnel.
  • Authorize each of these personnel to provide SatiStar with information that we will use for our work.
  • Ensure availability of these personnel for us to be able to obtain the required information in a timely fashion.
  • Provide access to relevant personnel (those who actually do the job) to enable SatiStar’s personnel to map out the key business processes. This is typically ½ to 1 hour per area.
  • Provide access to company documents and records.
  • Provide access to relevant IT support systems, processes and management control systems.
  • Provide a working area for SatiStar’s personnel.
  • Ensure timely review and approval of the submitted documents (typically ½ to 1 day for detailed review).
  • Implement recommended actions in a timely fashion.
  • Ensure personnel are available for training as needed, without undue delays.
  • Provide access to auditees during the internal and external audits.
  • Implement corrective actions as required to address internal audit non-conformances in a timely fashion.


Consulting Overview

Our Services

Performance Breakthrough

Management System Standards

Operational Effectiveness

Leadership and Cultural Transformation

Information Systems

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SatiStar's Experience Makes The Difference!

  • . . . worked extremely well with the departmental and site managers . . . goal oriented and met the objectives set within the quoted budget and ensured the results were attained for the Company.

  • The guys from SatiStar did more in one week than we were able to do in 6 months.

  • Achieving ISO registration was far less onerous than we thought, our employees really rallied to the cause. The registration effort really brought us closer together as a team, and SatiStar really came through for us when we needed them.

  • We started this process a year ago with Mickey helping us create a spaghetti map of our processes on the whiteboard, and then his team guided us through their streamlining methodology and got us to where we are today. Our processes now look nothing like the spaghetti map – and we’re much more efficient today

  • This projected cycle time reduction of over 80% annual cost savings amounting to over 3% of sales, one-time savings of roughly $10 million, and working capital reduction of roughly $30 million really have us excited!

  • An outstanding success with Motorola’s vendor audit! What made this an exceptional achievement is that it typically takes 4 to 5 attempts to pass this audit. SatiStar’s expertise made it easy to avoid all the extra attempts.