- 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.
Workshop: Adopt Lean IT to Streamline the Service Desk
Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Module 1: Develop a Balanced Scorecard
The Purpose
- Form your service desk strategy as it relates to the goals of the business, customer, process, and learning & development.
Key Benefits Achieved
- A balanced, broad approach to developing a strategy for improving the service desk through Lean principles.
Activities
Outputs
1.1
Assess current state of service desk and IT, and goals of the business.
- Balanced Scorecard
1.2
Develop service desk strategy.
Module 2: Develop a Customer Journey Map
The Purpose
- Develop a deep understanding of your end users by mapping their journey of resolving a ticket with the service desk.
Key Benefits Achieved
- Clear identification of what the personas, touch points, jobs to be done, and stages your end users experience are.
Activities
Outputs
2.1
Identify customer personas.
- Customer Journey Map
2.2
Break down “jobs to be done.”
2.3
Identify customers’ stages, goals, and touch points.
2.4
Build customer journey map.
Module 3: Assess Current State Value Stream
The Purpose
- Evaluate the current state of your service desk’s value stream. Identify all key steps and assess their value with core metrics. Set the stage for building a future state map.
Key Benefits Achieved
- High-value steps identified.
- Wasteful steps identified and quantified.
- Clear picture of value stream built.
Activities
Outputs
3.1
Perform a physical walkthrough of the value stream.
- Value Stream Charter
3.2
Plot and assess current state map with metrics.
- Current and Future State Value Stream Map
Module 4: Implement and Sustain the Lean Implementation
The Purpose
- Develop a strategy for implementing the Lean service desk and sustaining its operation.
Key Benefits Achieved
- An effective strategy and roadmap of tasks to be completed in order to achieve and sustain a successful Lean implementation.
Activities
Outputs
4.1
Determine CSFs, KPIs, and metrics.
- Lean Service Desk Plan
4.2
Develop a Lean implementation plan.
- Value Stream Roadmap Tool