Customer Feedback
Aligning IT Incident Management with Lean Six Sigma
Unify incident management practices and structure their continuous improvement within a multi-site organization.
The Mission at a Glance
The Company
A multi-site banking group
The Context of the Project
A banking group wanted to review its IT incident management processes. Operating procedures and service level agreements varied from team to team. The challenge was to minimize the impact on business units while establishing common practices applicable across all locations.
The Challenge
Inconsistent IT incident management processes and misaligned service level agreements across teams.
Our Approach
The Process, Step by Step
Identifying Processes for Improvement
PALMER began by identifying critical IT processes and the stakeholders involved.
This scoping exercise made it possible to link incidents to business impacts and set priorities for analysis. The scope of work took into account the operations of the various entities and service commitments between teams.
Analyzing Incidents and Their Causes
The diagnosis relied on Lean Six Sigma statistical analysis tools to identify bottlenecks and sources of waste in the processes.
Workshops with local teams complemented this analysis to understand the practices underlying the observed discrepancies.
Building Shared Practices
Optimization initiatives were defined by combining ITIL and Lean Six Sigma best practices.
The work focused on reducing the number and duration of incidents, with an emphasis on consistency in operating procedures and coordination among IT teams.
Monitoring Actions and Supporting Deployment
A shared dashboard was used to track actions and results.
PALMER supported the implementation of the new processes, making adjustments based on feedback from the teams. Change management was integrated into the project from the very beginning.
Work Completed
What the “
” initiative has implemented
- 01
An analysis of incidents and bottlenecks in the processes.
- 02
Optimization measures developed in collaboration with local teams.
- 03
A shared dashboard to track actions and their effects.
- 04
Support for the rollout of new practices.
The Firm’s Support
PALMER’s Contribution
PALMER combined process analysis with collaboration with the teams responsible for implementing them. This approach made it possible to establish a shared management framework and to align actions with a continuous improvement strategy.
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