Rebecca Duray: Eliminating Waste at the IT Service Desk

Lean’s 8 types of waste and IT Service Desk related examples for each:

  1. Overprocessing – More processing than is necessary to meet customer requirements; for example, spending excessive amounts of time on a customer call capturing unnecessary administrative data, or over-analyzing the customer’s issues, or addressing more than is required to address their needs.
  2. Transportation – Moving things unnecessarily from place to place; for example, unnecessary ticket or call routing, or requiring customers to call multiple service points in order to resolve their issues. Continue reading