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 brainstorming with post-it notes and Sharpies.
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?

"Very enjoyable workshop with some concrete outputs. Exploration of automated testing was the best part for me and getting some concrete actions. Would strongly recommend – practical and useful."

"I was concerned that my methods of testing would be severely questioned. In fact, I found my issues were the same as everyone else’s. The surgery session addressed real-time issues that I found very useful. This is a very useful day’s workshop with excellent ideas and very helpful."

"Prior to attending the workshop, I was worried I wouldn’t learn anything or get anything out of it. How wrong I was!!! The day was really interactive and collaborative with many practical takeaways. You can really learn from this workshop."

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.

Previous attendees

Ivanti NHS Digital Ombudsman Services RM Shop Direct

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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.