Use this template to develop a concrete understanding of the end user's experience with the service desk in order to improve service quality and meet customer goals.

Use this template in conjunction with the project blueprint, Adopt Lean IT to Streamline the Service Desk.

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Adopt Lean IT to Streamline the Service Desk

Turn your service desk into a Lean, keen, value-creating machine.

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Prepare for Cognitive Service Management

Make ready for AI-assisted IT operations.

Solution Set Steps

  1. Start here – read the Executive Brief
  2. Review emerging AI technology
  3. Sort potential IT operations AI use cases
  4. Prepare for a cognitive service management project
    • Customer Journey Map


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