Mike Orzen, Lean Technologist / Author, Donna Knapp, Curriculum Development Manager / Author It’s been said that where there is demand there is a value stream. It seems you can’t visit an IT website these days without reading about the importance of value stream management. As Agile, Lean and DevOps practices accelerate our ability to satisfy customer demand, it’s important that ITSM professionals understand the relationship between value streams and processes. Join Mike Orzen, author of Lean IT and The Lean IT Field Guide and Donna Knapp, author of The ITSM Process Design Guide, for a conversation about value streams and the benefits of incorporating Lean thinking into our continuous improvement efforts. Mike and Donna will set the stage and then ‘open up the mics’ for your questions about anything related to value streams and value stream mapping.

1. © ITSM Academy unless otherwise stated
Donna Knapp
@ITSM_Donna
Ask Me Anything – Lean Edition
#askitsm
@ITSMAcademy
info@itsmacademy.com
www.itsmacademy.com
www.itsmprofessor.netMike Orzen
@MikeOrzen

2. 2© ITSM Academy unless otherwise stated
About…
 ITSM Campus
 ITIL® Foundation
 ITIL Practitioner
 Certified Process Design Engineer (CPDE)®
 ITIL Intermediates and MALC
 VeriSM® Plus and Foundation*
 DevOps Campus
 DevOps Foundation®
 ITSM for DevOps
 DevOps Test Engineering (DTE)®
 DevOps Leader (DOL) ®
 Continuous Delivery Architecture (CDA)®
 DevSecOps Engineering (DSOE)®
 Value Stream Mapping (VSM) for DevOps
 Agile Service Management Overview
 Certified Agile Service Manager (CASM)®
 Certified Agile Process Owner (CAPO)®
 Site Reliability Engineering* (SRE)®
 Since 2003 Tens-of-Thousands Trained and
Certified
 Learner Portal – my.itsmacademy.com
 GAME ON! An Interactive Learning
Experience®
 Public Classes / Virtual Classes
 Corporate On-Site Classes
 Including Sims and Workshops
 Courseware Licensing
 Alumni Program
 DevOps Institute REP
 Strategic Partner of AXELOS
 PMI Global Education Provider
 Certified Woman-Owned
ITIL® is a Registered Trade Mark of the AXELOS Limited.
DevOps Foundation®, All other Trademarks are from The DevOps Institute.
* Coming Soon

3. 3© ITSM Academy unless otherwise stated
Welcome!
Mike Orzen Donna Knapp
www.mikeorzen.com
www.itsmacademy.com

4. 4© ITSM Academy unless otherwise stated
Lean is a production philosophy that focuses on reducing waste and
improving the flow of processes to improve overall customer value.
About Lean

5. 5© ITSM Academy unless otherwise stated
Lean Thinking Encourages Systems Thinking
System efficiency
Optimal performance
Individual efficiency
Sub-optimization
Lean thinking changes the focus from siloed ways of working to optimizing the
flow of products and services through value streams that flow horizontally
across the organization to customers.

6. 6© ITSM Academy unless otherwise stated
 A value stream is the sequence of activities required to design,
produce, and provide a specific good or service (businessdictionary.com)
 Value streams typically span multiple processes
Shows the flow of materials and information
– how value is created
Value Streams and Processes
Where there is demand there is a value stream.
The challenge lies in seeing it.
Process Process Process
Value StreamDemand
Valuable Good or Service
Delivered
Traces the sequence of activities and decisions
– how work gets done

7. 7© ITSM Academy unless otherwise stated
Anatomy of a Value Stream
Timeline
Material &
Data Flow
Information
Flow
Data-E
ACTIVITY
1
Data-A
ACTIVITY
2
Data-B
ACTIVITY
3
Data-C
ACTIVITY
4
Data-D
ACTIVITY
5
Customer
IT-1 IT-2
A value stream map provides a macro-level view.
%C&A%C&A %C&A %C&A%C&A
LT
PT
LT
PT
LT
PT
LT
PT
LT
PT
*Percent complete & accurate (%C&A), lead time (LT), processing time (PT)

8. 8© ITSM Academy unless otherwise stated
Value Stream Mapping 101
 Value stream mapping enables cross-
functional teams to
See an entire value stream from a work and
information flow perspective
Identify areas of waste that could be eliminated
or reduced in an effort to improve flow and
deliver greater value
Identify, prioritize and measure improvements
 A current state map – depicts how the
current end-to-end process works and helps
identify its constraints
 A future state map – helps develop and
communicate the target end state
A facilitator's job is to get others to assume responsibility and take the lead.

9. © ITSM Academy unless otherwise stated 99
Ask Me Anything
Q&A Rolling Deck.

10. © ITSM Academy unless otherwise stated
Want to Learn More?
#askitsm
@ITSMAcademy
info@itsmacademy.com
www.itsmacademy.com
www.itsmprofessor.net

11. 11© ITSM Academy unless otherwise stated
New to Our Portfolio
Value Stream Mapping Facilitator
 16-hour, non-certification workshop
 Focuses on the role of value stream mapping facilitator
 Takes a deep dive into value stream mapping techniques
ITIL 4 Foundation
 16-hour certification course
 Be among the first in the world!
Visit our website for full course details and dates.

12. © ITSM Academy unless otherwise stated
Thank You for Attending!