I, for one, think there is a great vacuum in organizations throughout America when it comes to continuous service improvement. Everyone is so busy trying to keep their heads above water that there seems to be no time or resources to apply to improving the current processes. This is an area that can be a great differentiator for any organization and should be on everyone’s radar. I would even suggest that the responsibility for continuous service improvement should be distributed across the entire organization (team or functional responsibility). Any service desk, using any of the major ticketing systems (Ivanti Service Manager included), has the ability to track, classify, evaluate and promote ideas and methods to improve operations whether it by automation, streamlining or education and training.
Feel free to contact me if you would like help getting started or if you have any good stories on how you have implemented continuous service improvement (CSI) within your little corner of the world.
Call Dataseti. We can help you improve!
-Chet Goodin, Senior Consultant