Improve the ITIL process in Incident Management matching Lean-eTOM

Due to fast evolution on the services provided by telecommunication companies, the Information Technology (IT) environment has been gaining an increasingly importance inside organizations. It is no more a silent partner, involved only on the daily’s operations, without any influence on the company’s strategy and management. In the recent years, Information Technology Infrastructure Library (ITIL) and Enhanced Telecom Operations Map (eTOM) have been adopted by many organizations. However, these frameworks focus on the elaboration of what needs to be done, but give only limited assistance concerning the implementation. The aim of this work is to study an innovative approach of Lean methodology applied to IT. Starting on ITIL concepts, eTOM framework and Lean methodology, it is intended to build a methodology of business process transformation in order to optimize the incident management of an operations area of a big telecommunications company.