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Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Friday, April 12 at 10:15 AM

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How often have you pointed out a convoluted process only to be told "It's always been done that way"? We all recognize inefficiencies in the workplace, but we don't always do something about them. We inherit inefficient or redundant processes from other teams, but we keep using them because "changing things will be too much work."

Northwestern University implemented a Lean IT program to facilitate its goal of becoming an environment driven by continuous service improvement. In this session, attendees will learn how Northwestern:

  • Streamlined key processes to improve the end-user experience and increase customer satisfaction
  • Increased organizational efficiency
  • Changed the culture of the service desk
  • Defined new processes following Lean IT guidelines

Attendees will leave this session with tips for identifying inefficient processes in their environments and simple steps they can take to make them "Lean"er.

Josh Naylor

IT Service Delivery Manager
Northwestern University

During more than two decades as an IT professional in higher education, Josh Naylor has led employees across multiple functional areas, including the service desk, computer center marketing and communications, learning environments, instructional technology laboratory, network operations control center, multiple call centers, telecommunications provisioning, and hardware/software support. He has re-engineered processes and identified opportunities for optimization of resources across the organization utilizing Lean Six Sigma principles. He's well-versed in Lean Six Sigma, ITIL, DevOps, business process improvement, and management theory.

Charles Rita

Senior Service Desk Analyst
Northwestern University

Charles Rita has been an IT professional for more than 25 years, working at Northwestern University, an S&P 500 corporation, a computer retailer, and as an independent consultant. He's MCSE, A+, ITIL Foundations, and ITIL Service Operations certified.

Ivette Torres

Service Desk Analyst
Northwestern University

Before transitioning to her current IT role, Ivette Torres worked as a data specialist on Northwestern University's Alumni Relations and Development team. She received her MEd in higher education administration from Loyola University Chicago.

Kyle Barnick

Service Desk Analyst
Northwestern University

Kyle Barnick has been with Northwestern IT for three years. His versatility and adaptability has allowed him to work in both Tier 1 and Tier 2 positions at the service desk. He's currently pursuing an MS in computer information systems at Northwestern University.

Lynne Jeffers

Manager, IT Support Center
Northwestern University

Lynne Jeffers has worn many hats as an IT professional at Northwestern University for over 34 years. She's certified in ITIL v3 Foundation and KCS Foundation.