Gartner Research

Use Lean to Optimize Your Understaffed IT Service Desk

Published: 05 October 2015

ID: G00278283

Analyst(s): Hank Marquis, Katherine Lord


When facing resource constraints and challenges in meeting service levels, IT service desk leaders often blame their staffing levels and low morale among overworked ITSD analysts. ITSD leaders need to use lean tools and concepts to maximize customer value and minimize waste.

Table Of Contents
  • Key Challenges



  • Include the ITSD Staff in Lean Improvements
    • Create a Sense of Purpose Tied to Goals
    • Provide Freedom and Autonomy Wherever Possible
    • Leverage Coaching and Reinforcement Mechanisms to Position People for Success
  • Remove Sources of Waste to Become Effective and Efficient
    • Sample Scenario
    • Sample Scenario: ERP-Escalated Incidents
  • Use Value Stream Mapping Best Practices

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