In IT organizations today, help-desk operations leave a lot to be desired. Instead of being models of efficiency and service, many are mired in costly, time consuming processes. The IT department can benefit from a best-practice approach that refocuses the help-desk function on improving and expanding service delivery in support of enterprise goals. Under this approach, IT automatically captures and analyzes data related to what services end users actually want and need IT to provide, as well as how they want them delivered. ITSM Kaizen leverages a philosophy of continuous improvement, offering a five-step approach that lets you move forward with confidence as you enhance your service-management capability. Instead of a big leap – and a big risk, ITSM Kaizen advocates small steps that lead to smaller, but more predictable, IT wins. This eBook captures the essence of ITSM Kaizen and outlines the key thought points.