Turn your service desk into a Lean, keen, value-creating machine.
Onsite Workshop
Failing to implement a Lean service desk can lead to:
Proliferation of wasteful processes
A loss of service desk quality in the long-term
Continued lack of end-user empathy
Adopting a Lean service desk leads to:
Identification of previously unknown wasteful practices or processes
Integration of IT strategy and business goals
Increased efficiency of your service desk
Improvement of IT’s reputation within the business through improved end-user understanding
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
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Onsite 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 onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
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