Adopt Lean IT to Streamline the Service Desk

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


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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

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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.

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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