Lean and Kanban for IT Operations: True North

As long as IT Operations is in constant fire-fighting mode, there can be no significant improvement.  To help shift from a tactical to a more strategic focus, I find it useful to create a True North.

True North is about answering the question:

If IT Operations was perfect from the perspective of your customers, team members, and stakeholders, what would it look like?

Note that True North doesn't even need to be actually achievable because the purpose is only to provide direction.

What to do:

I've found that determining a True North tends to be just a discussion.  Preferably all of IT Operations participates but at least leaders and influencers should be involved.

It's also useful to understand what industry leaders are capable of such as Etsy, Amazon, Netflix, Flickr, etc.

The IT Operations True North should be aligned with the larger organisation's True North but that may or may not exist.  Do the best you can with what you do have.

Example:

See also Toyota Kata and Getting the Right Things Done.