ABSTRACT
When IT practitioners look at the world around them, they see the demand to respond to rapid business change against a landscape of changing technology, and the requirement to deliver high-quality services while managing resources under tremendous cost constraints. They can take satisfaction in the successes they have achieved in balancing many competing demands. With a more critical lens, many practitioners may see opportunities for further improvement to services and operations. In some cases, they might even observe low-quality service delivery, inefficient or ineffective processes and operations, strained resources, low productivity, and, in a word, lots of waste.
