ABSTRACT
This chapter presents Information Services and Technology's Lean journey to date and reflects on what it has achieved outlining the considerable effort expended to encourage Lean thinking and ideation. Further awareness was provided through a campaign launched by our Communications Team that published newsletter articles focused on Lean initiatives every couple of months. The outcome of the project led to the service provision becoming more predictable with turnaround times reduced. Root Cause analysis is a familiar Lean technique that is used to assess systemic failures in processes. The project initially took longer than expected as the team needed to understand how to relate their activities to the Lean context. Machine leaning has the potential to move the information technology function in organizations away from running increasingly marginalized infrastructure and declining relevance to a source of strategic value through the adept use of digital technology to solve wicked organizational problems.
