Adopt Lean IT to Streamline the Service Desk – Phase 1: Integrate Business and IT Goals to Drive Customer Value


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Phase 1 will help you form a strategy for your service desk through the use of a balanced scorecard. Your customer goals will be developed through a customer journey map, i.e. a powerful visual tool that will give your organization an insightful view into the processes and thoughts your end users experience. This phase will take you through the following activities:

  • Create a balanced scorecard to define your service desk strategy.
  • Identify customer touchpoints.
  • Complete your customer journey map.
Use this phase as part of the full blueprint, Adopt Lean IT to Streamline the Service Desk.

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