Best practices represent an industry average. Good practices are best practices adapted to meet your specific customer and service situations. Understand how to transform best into good through an onsite simulation event. 
Lean is the most economic and risk free means of achieving a service management strategy. No need to pre-develop service catalogs, CMDBs, SLAs, or OLAs, or replace processes, just a crisp focus on the customer and their desired results. 
Next Class, San Diego CA October 13-17, 2008
Join the primary author of the Guide to the Universal Service Management Body of Knowledge on a detailed exploration of the elements of a successful service management strategy. This is the ultimate "how to" approach to developing a service management strategy.
Next Class, San Diego CA September 15-17, 2008
"In our effort to actually accomplish an IT Service Management
implementation in our organization we decided that Lean principals,
especially Lean for Service Management, offered the most practical
approach to cost effectively develop effective/efficient practices that deliver customer value. Ian's class is an excellent introduction to making Lean an integral part of your ITSM implementation." Jim Howard, ITSM COE Program Manager, General Dynamics
approach to cost effectively develop effective/efficient practices that deliver customer value. Ian's class is an excellent introduction to making Lean an integral part of your ITSM implementation." Jim Howard, ITSM COE Program Manager, General Dynamics
“Service management initiatives can suffer from poorly set expectations, complex and costly implementation paths, and a failure to truly focus on the customer. Lean Service Management (LSM) applies Lean principles to the working environment of a service provider organization and ensures a focus on customer results, satisfaction and value. The purpose of this website is to enable provider organizations of all sizes to simply and quickly design, develop, deploy and sustain a pragmatic, and economically viable Lean-based service strategy."
Subscribe to the Service Management 101 newsletter
Ian M. Clayton,
itSMF USA Lifetime Achievement Award Recipient 2005