Adopt Lean IT to Streamline the Service Desk
Turn your service desk into a Lean, keen, value-creating machine.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Failing to implement a Lean service desk can lead to: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
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.
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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