• The service desk is the public face of IT. Its processes are critical to the effective and timely delivery of IT services.
• Yet, even organizations with relatively mature service desk processes can struggle to achieve the high levels of end-user satisfaction and productivity the business expects.
• Analysts for each of the three tiers of the service desk often do not understand how the customer experiences end-user support.
• IT staff feel overworked, and believe the service support organization is understaffed, yet they waste time on unnecessary tasks. They struggle to identify and prioritize activities that create the most customer value.

Our Advice

Critical Insight

• Lean is not a project. Adopting Lean principles will encourage your team to become a proactive, value-generating unit.
• Look before you Lean. You need to view the service desk from 30,000 feet before you dive into adopting Lean principles.
• Harness the value of freed capacity. Lean will free up time through the elimination of waste. Use it to your advantage.

Impact and Result

• Lean is not only a new initiative, but it is also an organizational culture shift. The goal is to embed a new approach to problem-solving and workflow at the service desk.
• Identify how service desk activities integrate with the business and how they create customer value at each tier.
• Map out the customer journey for each of the key processes of the service desk to understand how customers experience end-user support.
• Use value stream mapping to tailor service desk processes to customer demand, focus on the activities that create the most customer value, and eliminate waste.