Kanban-optimized systems help us to improve throughput of ticket-based workflows like support or maintenance. Sometimes, when working with big companies and governmental organizations you simply can't use a pure Kanban approach that fully involves the customer. In these scenarios Kanban still provides plenty of means to optimize your processes, whilst maintaining SLAs demanded by customers. I will show you how we approached the situation and implemented a "soft" introduction of Kanban for our customers. This way we are able to meet all of our customers requirements, work as a cross-functional team internally, and still yield all of Kanbans throughput benefits.
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