ABSTRACT
Internal Information Technology (IT) organizations and external IT service providers have all had, at some time, problems with customer satisfaction. These issues tend to be related to excessive disruptions in existing IT services, long lead times in the delivery of new capabilities and the insufficient delivery of promised capabilities. There are essentially three components to the business case for Lean IT: Customer satisfaction, strategic advantages and cost advantages. All three play a role in creating the sense of urgency and ambition to start the transformation. The benefits that Lean IT brings to increasing customer satisfaction start with the increased focus on customer value. Lean also brings what can be described as strategic advantages; advantages that allow the IT organization to operate in a way that leaves it less liable to substitution or other effects of competition. Strategic advantages are principally achieved through the development of competencies that are difficult for other organizations to copy.
