Adopt Lean IT to Streamline the Service Desk
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. |
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| 1.2 | Develop service desk strategy. |
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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. |
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| 2.2 | Break down “jobs to be done.” |
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| 2.3 | Identify customers’ stages, goals, and touch points. |
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| 2.4 | Build customer journey map. |
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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. |
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| 3.2 | Plot and assess current state map with metrics. |
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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. |
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| 4.2 | Develop a Lean implementation plan. |
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Book Your Workshop
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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