IT service, support, maintenance, agile, lean, control framework, process pattern

In this paper, we deal with agile and lean support and maintenance of IT services. Agile approaches are considered as software development approaches mostly, but the usage of agile principles and techniques also brings a lot of benefits to the support and maintenance. Common support and maintenance standards, recommendations and methods are process oriented and omit human aspect. Paper takes a critical viewpoint of process-orientation. We define agile and lean support and maintenance principles and control framework for improvement and implementation of these principles in IT services. The described approach was piloted in 13 IT services. Achievements are enclosed as verification of practical results and benefits.