You might also be interested in
Lean Service Management: the solution to time wastage
Lean is all about optimizing customer value delivery and making processes as efficient as possible. How can Lean help you improve your service management?
Agile service desk? Forget about Scrum, start using Kanban
Introducing Scrum is often too rigorous a tool for improving the service delivery of your agile service desk. Instead, try Kanban.