Unnecessary steps
Duplicate work, excessive approvals, manual handoffs and waiting time.
Consulting · Optimize
ITSM Process Improvement
Simplify existing ITSM processes, remove unnecessary complexity and improve operational performance.
Why it matters
A process can exist and still get in the way of work.
Common symptoms include too many approvals, slow changes, excessive escalation, unclear handoffs, recurring incidents or processes that people try to bypass.
PracticePraxis helps identify the real causes, remove low-value activity and create a simpler future-state process.
Typical duration
3–6 weeks
For one clearly defined process or problem area.
Approach: Analyze → Simplify → Optimize → Measure.
Typical problems
When the ITSM process becomes the obstacle.
Unclear responsibility
It is unclear who decides, who owns the outcome and when escalation is required.
Weak metrics
KPIs measure activity rather than the actual outcome of the process or user experience.
How it works
Understand the problem first, design the solution second.
Current-state analysis
We review the process, operational data, documentation and how work is actually performed.
Pain points and root causes
We identify bottlenecks, waiting, low-value activities and the underlying causes of poor performance.
Future-state design
We simplify steps, responsibilities, approvals, handoffs and measures.
Implement and measure
We prepare an improvement plan, support piloting and define how before/after results will be measured.
What you receive
A clear path from inefficient process to better performance.
- Current-state process map
- Pain-point and root-cause analysis
- Simplified future-state process
- Improvement recommendations and updated responsibilities
- Updated KPIs and implementation plan
- Before/after measurement framework
Have a process that exists but does not work as it should?
Start with the specific problem and remove what is preventing better performance.