Do you want to improve your IT Operations capabilities?

On this concise workshop you’ll learn the mechanics of Kanban and how to successfully release the benefits within IT operations teams.

The techniques taught enrich the ITIL Framework and any other Service Management processes you already have in place.
Kanban for IT Operations
Agile Inception/Discovery session.
Are you facing these challenges?
  • Multiple, conflicting or competing priorities
  • Servicing Incidents constantly disrupts project delivery
  • Stress inducing workloads
  • Frustrated stakeholder expectations
  • Vague benefits measurement and realisation
  • Lack of transparency on delivery progress
  • We’re in IT Operations, Agile doesn’t work for us!

The Kanban for ITSM workshop tackles these issues providing you with practical takeaways enabling you to manage IT Operations more effectively.


What are people saying?

"Gave lots of great advice for improvement going forward. The workshop really showed the benefit of keeping the batch sizes small to deliver value quicker. Very informative and gave examples of lots of useful tools we can use to drive our Agile journey."

"I felt the level of information was good and feel I have learnt enough to give me a good grounding in the subject. The interactive and collaborative sessions were great. I also found a lot of value in the Q&A, as this made it relevant to our business. I would recommend this workshop as it gives a solid grounding in the principles and how they can be applied to your business."
Ombudsman Services

"Feared it would be more generic but found it to be very tailored to our current environment and a lot of questions were answered. Would recommend, was very useful and will help my knowledge of Agile and adopting to our day to day."

Topics Covered

“We’re IT Operations, Agile doesn’t work for us!” – On this concise course you’ll learn the mechanics of Kanban and how to successfully release the benefits within IT operations teams. The techniques taught enrich the ITIL Framework and any other Service Management processes you already have in place. It is perfect for Service Process Owners and Managers and teams tasked with delivering Service Design, Transition, Operations and CSI activities. It will help those experiencing demand outstripping supply, issues managing all levels of stakeholder and finding a home for “orphaned” work or processes. If you want to reduce team stress and improve work satisfaction in high volume, high pressure environments this course will enable you to provide sensible prioritisation & demand management, devices that compel collaborative cross team working and encourage an understanding and clarity of purpose.

  • How to balance demand against throughput when demand is outstripping supply
  • How to delight customers by improving resolution times
  • How to quantify the true capacity of your teams
  • How lean practices improve quality
  • How Kanban fits like a glove on the ITIL hand
  • Lean delivery principles
  • Theory of Constraints
  • Queueing Theory
  • Little’s Law
  • Variation
  • Systems Thinking
  • Reducing batch size
  • JIT Inventory
  • Waste reduction
  • Pull vs Push systems
  • Work Visualisation
  • Limiting WIP
  • Visualising and managing blockers
  • Kanban style daily stand-ups
  • Data driven retrospectives
  • Metrics: Cycle Time
  • Metrics: Throughput
  • Case Studies of Kanban implementations with ITIL

Everyone involved in IT Ops should learn these powerful techniques and behaviours. On this one day workshop you’ll learn the best techniques and practices, taken from a broad range of Agile methodologies, needed to create a productive, yet safe working environment.

This session is packed full of tricks and tips discovered from years of experience helping teams to deliver high levels of customer service.

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Meet your trainer

Ian Carroll

Ian Carroll

Brickell Key Award winner Ian Carroll is a consultant, coach, and speaker on all topics related to Lean, Kanban and Agile software development. Using his 25 years of hands-on experience he helps teams transform their ways of working using Kanban and other Lean and Agile techniques to lower costs while increasing their ability to respond to changing market demands and outperform competitors. Ian has trained and coached hundreds of software development teams in Agile, Lean, and Kanban techniques.

What about certification?


We strongly believe in having flexibility in our approach to delivering real world training, that gets results. As such, our courses are not formally accredited, meaning we are free to select the best practices from a broad range of methods to deliver unique learning experiences. All attendees will receive a certificate of attendance.