Service Desk – VOC: the heart of Lean in IT using Oobeya to lead change

Service Desk – VOC: the heart of Lean in...

OobeyaIT – APTiTUDE at the Service Desk How did a Service Desk help lead the change of culture and improvement within a financial services organisation? The problem: IT management had changed from a service to project culture so CREATE side did not talk to the run side until to late. So the Service Desk was repeatedly solving things, performing unneeded tasks, had poor KPIs and tools, and higher costs. One year later and we were the Face-of-IT with measurable days saved in tasks, 80% satisfaction improvement, accelerated request fulfilment, happier staff and gave more...