in OCD6 months ago (edited)


About two days ago we posted our introduction in this series of what will be six posts. You can find the first introduction post here: AMP UP YOUR SERVICE DESK USING THESE 5 STEPS - INTRODUCTION.

In summary, the post talked about striking the right balance between keeping control and going faster.

Now let’s get started with Part 1 which covers Step #1 to Amp Up You Service Desk.

STEP #1 Tactical Enhancements for ITIL

The Fact of the Matter

ITIL is a collection of suggested IT service management (ITSM) best practices. ITIL supports the interlinking of individual processes. But ITIL may become complicated when taken too literally, primarily when more and more of the processes get implemented. ITIL might describe as many as 70 or more "best practices" you may put in place for any set of processes. But there are probably six or seven that provide the most value to your company.

Additionally, IT teams have functioned in silos. Likewise, they have applied ITIL processes within these silos. Such an approach has made interlinking an unachievable idea. It impedes efficient service delivery.

Note, ITIL appeared in the era of mainframes. It was when the waterfall method was widespread. The focus was on process control and risk mitigation, not delivery time. Of course, standardization of processes and reducing risk continue to be significant concerns. But when your team leans too far in this direction, it takes too much time to release even standard changes.

Innovative Solution: Employ Lean & Agile Methods in Your ITIL Recipe

You can look at ITIL as a handy set of guidelines, not rigid regulations. Alter ITIL to your company's specific needs, resources allowing, focusing on outcomes. Incorporate the most recent guidance from ITIL into your service desk. Especially integrate the advice around Agile and Lean philosophies. Use those attributes of ITIL that can best serve your company and move you to the required outcomes.


Start thinking, not about processes, but focus on answers and outcomes. Ensure that your KPIs emphasize results rather than the performance measurement of unique processes.

Determine just how silos in your company might be hampering your group's capability to function. If it is possible, introduce a project-based or cross-functional team approach. This approach helps underscore value streams.

Share plans for approaching work among the teams. Solicit feedback so you can focus on high-value activities.


Start cutting the work in progress (WIP), like open tickets, change and service requests, and other work. If a queue is too great, it is time to discover root causes and modify processes.

Think "lean" and eliminate work that does not produce value. For instance, you must cut unnecessary steps in workflows. Then you need to streamline and merge forms where feasible. You are also going to start only generating actionable reports.

Make yourself "agile" by implementing more minor changes and regular releases. For example, deploy service desk software in sprints rather than the waterfall method.

Start easy. Begin with a small list of processes that need to be simplified and standardized. Then choose the most effective ITIL processes from that list. Then do it again, doing a pair of processes each time.


Begin with the standard ITIL processes. This approach accelerates the deployments and reduces the cost.

Look for a "low-code" ITSM platform. This solution gives you the ability to adapt these processes to fit your particular needs.

Deploy dashboards and reporting that give visibility on the new KPIs. Remember, these must be the outcome and efficiency-based metrics.


That's it for this post, my next post will be on Step #2 Build a Plan for Automation.

Feel free to drop your thoughts on this post or on anything else in the comments below. I love to hear from and engage with you.

Joe "Rhino" Brochin is launching ITSM RHINO in the coming months, it is the pull-no-punches, casual-but-effective resource for renegade IT Pros who want to manage risk and add value through ITSM processes & IT Policy.

Note: All graphics within this post, including their images and elements, were sourced and generated from, except when otherwise identified on the graphic.