--- title: Do you have a continuous improvement plan for your IT service desk? Here's how to build one. description: Although users love it when the service desk is helpful, we love to complain when it's not because we all have high expectations of the IT service desk. image: https://blog.servicedynamics.co.nz/hubfs/Portrait%20unhappy%20young%20woman%20talking%20on%20mobile%20phone%20looking%20down.%20Human%20face%20expression%2c%20emotion%2c%20bad%20news%20reaction.jpeg --- [![Service Dynamics Logo - White](https://blog.servicedynamics.co.nz/hs-fs/hubfs/Service%20Dynamics%20Logo%20-%20White.png?width=885&height=342&name=Service%20Dynamics%20Logo%20-%20White.png)](https://www.servicedynamics.co.nz) [![Service Dynamics Logo](https://blog.servicedynamics.co.nz/hs-fs/hubfs/Service%20Dynamics%20Logo.jpg?width=885&height=342&name=Service%20Dynamics%20Logo.jpg) Service Dynamics Logo - White](https://www.servicedynamics.co.nz) ![Service Dynamics Logo](https://blog.servicedynamics.co.nz/hubfs/Service%20Dynamics%20Logo.jpg) - [Services](https://www.servicedynamics.co.nz/services) - [Solutions](https://www.servicedynamics.co.nz/solutions) - [IT Service Management](https://www.servicedynamics.co.nz/solutions/it-service-management) - [Enterprise Service Management](https://www.servicedynamics.co.nz/solutions/enterprise-service-management) - [Process Mapping & Automation](https://www.servicedynamics.co.nz/partners/flowingly) - [Discovery & IT Asset Management](https://www.servicedynamics.co.nz/solutions/it-asset-management) - Cherwell Migration - [Cherwell Migration Service](https://www.servicedynamics.co.nz/partners/cherwell-migration-service) - [Cherwell to ServiceNow Migration](https://www.servicedynamics.co.nz/cherwell-servicenow-migration) - [Cherwell to JSM Migration](https://www.servicedynamics.co.nz/cherwell-jsm-migration) - [Cherwell to Ivanti Migration](https://www.servicedynamics.co.nz/cherwell-ivanti-migration) - [Cherwell to HaloITSM Migration](https://www.servicedynamics.co.nz/cherwell-migration-haloitsm) - [Atlassian Managed Services](https://www.servicedynamics.co.nz/atlassian-managed-services) - [ServiceNow Managed Services](https://lp.servicedynamics.co.nz/servicenow-managed-services) - [Partners](https://www.servicedynamics.co.nz/partners) - [ServiceNow](https://www.servicedynamics.co.nz/partners/servicenow) - [ServiceNow ITAM Assessment](https://www.servicedynamics.co.nz/servicenow-itam-assessment) - [Atlassian](https://www.servicedynamics.co.nz/partners/atlassian) - [Atlassian Training](https://lp.servicedynamics.co.nz/atlassian-training-partner) - [Atlassian Service Collection](https://lp.servicedynamics.co.nz/atlassian-service-collection) - [Atlassian Teamwork Collection](https://blog.servicedynamics.co.nz/introducing-atlassians-teamwork-collection) - [Atlassian License Assessment](https://lp.servicedynamics.co.nz/atlassian-license-assesment) - [Atlassian Managed Services](https://www.servicedynamics.co.nz/atlassian-managed-services) - [Academic License Discount](https://www.servicedynamics.co.nz/atlassian-academic-license) - [Non-Profit License Discount](https://www.servicedynamics.co.nz/atlassian-community-license) - [HaloITSM](https://www.servicedynamics.co.nz/partners/haloitsm) - [HaloPSA](https://lp.servicedynamics.co.nz/partners/halopsa) - [Atera](https://lp.servicedynamics.co.nz/partners/atera) - [Atera ROI Guarantee](https://lp.servicedynamics.co.nz/atera-autonomous-it-guarantee) - [Ivanti](https://www.servicedynamics.co.nz/partners/ivanti) - [Cherwell Service Management](https://www.servicedynamics.co.nz/partners/cherwell-service-management) - [Flowingly](https://www.servicedynamics.co.nz/partners/flowingly) - [Checklist Pro](https://lp.servicedynamics.co.nz/partners/checklist-pro) - [Virima](https://www.servicedynamics.co.nz/partners/virima) - [BeyondTrust](https://www.servicedynamics.co.nz/partners/beyondtrust) - Resources - [Resource Hub](https://www.servicedynamics.co.nz/resources) - [Blog](https://blog.servicedynamics.co.nz) - [About Us](https://www.servicedynamics.co.nz/about) [Get in touch](https://www.servicedynamics.co.nz/contact) # Do you have a continuous improvement plan for your IT service desk? Here's how to build one. How many times have you heard people complaining that your service desk is too slow to answer or takes too long to fix their problem? Although users love it when the service desk is helpful, they equally love to complain when it's not. The truth is, whether we’re internal or external customers, we all have high expectations of the IT service desk and without a continual improvement plan set in place, it won’t take long for the pressure of those expectations to cause more harm than good. ##### What is continuous improvement? [Continuous improvement](https://www.mckinsey.com/business-functions/people-and-organizational-performance/our-insights/the-organization-blog/how-continuous-improvement-can-build-a-competitive-edge) is an ongoing effort to improve all elements of an organisation - in this instance, we're looking specifically at the IT service desk. Sometimes these improvements are big, such as an entire [ITSM](https://www.servicedynamics.co.nz/solutions/it-service-management)tooling overhaul. But, often they are small, such as increasing ticket resolution times. What’s most important is that they're incremental and that they’re frequent. Companies that excel at continuous improvement are ones that are always innovating how they do and what they do. They also engage their employees to share their knowledge and help to generate new ideas - often leading to an enhanced [digital employee experience](https://www.servicedynamics.co.nz/digital-employee-experience).  ##### How can you spruce up your service desk experience? - Even service desks with a high degree of process maturity must contend with business priorities that change over time to sustain operational excellence. - Without the right leadership, commitment, and processes, improvements in service quality can be difficult to sustain. - Resistance to change from the business, end users, and service desk staff can create a major barrier to success. ##### Start improving your service desk today [Info-Tech’s](https://www.infotech.com/) **Continual Improvement Plan Template** allows you to record key data and metrics as you progress through Info-Tech’s **Build a Continual Improvement Plan for the Service Desk** blueprint. The template includes the following sections: - Vision and strategy - Roles and responsibilities - CSIs, KPIs, and metrics - Action plan Use the Continual Improvement Plan template as a master copy for your IT service desk continual improvement plan efforts and regularly refer to it to ensure your projects stay on track. Both of Info-Tech’s **Continual Improvement Plan** template and **Build a Continual Improvement Plan for the Service Desk** blueprint are available for you by filling in your details here:     [Service Management](https://blog.servicedynamics.co.nz/topic/service-management), [Continuous Improvement](https://blog.servicedynamics.co.nz/topic/continuous-improvement), [Service Desk](https://blog.servicedynamics.co.nz/topic/service-desk) ##### Like it? Share it: [LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.servicedynamics.co.nz/do-you-have-a-continuous-improvement-plan-for-your-service-desk-heres-how-you-can-build-one) [Facebook](https://www.facebook.com/sharer/sharer.php?u=https://blog.servicedynamics.co.nz/do-you-have-a-continuous-improvement-plan-for-your-service-desk-heres-how-you-can-build-one) ### You may also like [Improve the Performance of Your IT Service Desk with Jira Service Management Marketplace Apps](https://blog.servicedynamics.co.nz/improve-performance-of-service-desk-jsm-apps) ##### [Improve the Performance of Your IT Service Desk with Jira Service Management Marketplace Apps](https://blog.servicedynamics.co.nz/improve-performance-of-service-desk-jsm-apps) 27 September, 2024 Your service desk might be busy, but is it really performing well? [Read this article](https://blog.servicedynamics.co.nz/improve-performance-of-service-desk-jsm-apps) [LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.servicedynamics.co.nz/improve-performance-of-service-desk-jsm-apps) [Facebook](https://www.facebook.com/sharer/sharer.php?u=https://blog.servicedynamics.co.nz/improve-performance-of-service-desk-jsm-apps) [The Evolution of IT Service Management](https://blog.servicedynamics.co.nz/the-evolution-of-it-service-management) ##### [The Evolution of IT Service Management](https://blog.servicedynamics.co.nz/the-evolution-of-it-service-management) 17 April, 2026 From Mainframe Operations to AI-Driven Enterprise Services For IT Leaders and Technology Decision-Makers [Read this article](https://blog.servicedynamics.co.nz/the-evolution-of-it-service-management) [LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.servicedynamics.co.nz/the-evolution-of-it-service-management) [Facebook](https://www.facebook.com/sharer/sharer.php?u=https://blog.servicedynamics.co.nz/the-evolution-of-it-service-management) [12 Signs That You Need to Improve Your IT Service Management Strategy](https://blog.servicedynamics.co.nz/you-need-to-improve-your-itsm-strategy) ##### [12 Signs That You Need to Improve Your IT Service Management Strategy](https://blog.servicedynamics.co.nz/you-need-to-improve-your-itsm-strategy) 7 April, 2024 ITSM is an essential element in modern organisations of all sizes, but not all ITSM strategies or tools are created equa... 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