When you and your team are busy, it's easy to get caught up in daily operations and assume that our processes are working for us. However, do you even take a close look to see if they are working as best that they could? If you don't you might miss any, inefficiencies, bottlenecks, that are happening, limiting the value ITSM delivers.
This is where Continual improvement comes in!
One powerful tool to systematically identify these inefficiencies is Value Stream Mapping (VSM). By using VSM, IT leaders and ITSM practitioners can visualize how work flows through a process, pinpoint areas of waste, and drive meaningful improvements.
The Need for Continual Improvement in ITSM
No matter the framework continual improvement is a core principal. In reality, many organizations fall into a cycle of reactive process management which leads to teams getting too busy to see what is happening right in front of us.
Here are some key areas to focus on to ensure that our ITSM processes don't degrade over time:
- Process Blind Spots – When you perform a process every day, inefficiencies can become normalized.
- Evolving Business Needs – Processes that were once effective may no longer align with business objectives.
- Tool and Technology Changes – New technologies can render older process steps redundant.
- Employee and Customer Frustration – Unnoticed inefficiencies can increase frustration and reduce satisfaction.
To ensure our ITSM processes deliver maximum value, continual improvement should be embedded into your operations, not as an afterthought, but as a fundamental practice.
How Value Stream Mapping (VSM) Can Uncover Improvement Opportunities
Value Stream Mapping (VSM) is a technique used to analyze the flow of work across a process, from request to resolution. It helps visualize:
- Where value is created
- Where delays and bottlenecks occur
- Where waste exists (unnecessary steps, rework, handoffs)
- Opportunities to streamline and automate
How VSM Works in ITSM
A Value Stream Map provides a visual representation of how a service request, change, or incident moves through the ITSM workflow. It typically consists of:
Current State Map – A detailed diagram of how the process actually works today.
Identified Areas of Waste – Delays, excessive handoffs, redundant approvals, manual tasks that could be automated.
Future State Map – A streamlined version of the process with unnecessary steps removed and improvements integrated.
So, now that we know how value streams work how can we apply them to some of our most common ITSM processes?
Incident Management
Challenge: High Mean Time to Resolution (MTTR) due to unnecessary handoffs.
VSM Benefit: Mapping the flow of an incident from user report to resolution can reveal:
- Long approval wait times for escalations
- Inefficient routing in the ticketing system
- Steps that could be automated (e.g., self-healing scripts, AI-driven categorization)
Change Management
Challenge: Lengthy approval cycles slowing down change deployments.
VSM Benefit: Mapping the change process can highlight:
- Bottlenecks in the CAB (Change Advisory Board) approvals
- Unnecessary documentation requirements
- Opportunities for automation in low-risk changes (e.g., Standard Changes)
Request Management
Challenge: Slow fulfillment of common requests (e.g., password resets, new software access).
VSM Benefit: Mapping request fulfillment can uncover:
- Steps that could be handled through self-service and automation
- Delays caused by approvals that may not be necessary
- Opportunities to integrate with backend systems for faster provisioning
How go we get started?
The challenge for most teams is to decide where to begin. While it might seem like a daunting task it's best to keep the steps to improvement simple. To help you out I have listed out a few areas for your consideration.
Select a Process to Improve – Start with high-impact areas like incident resolution, change approvals, or request fulfillment.
Assemble a Cross-Functional Team – Involve process owners, IT support staff, and end-users to get a full perspective.
Map the Current State – Document how the process actually works today, including all steps, approvals, and handoffs.
Identify Waste and Bottlenecks – Look for delays, redundant steps, rework, excessive manual work, and unclear ownership.
Define the Future State – Remove inefficiencies, automate where possible, and simplify workflows.
Implement and Monitor Changes – Roll out improvements in small iterations, measure effectiveness, and adjust as needed.
Continual improvement should be a proactive and ongoing effort not just in IT but organization wide. Without regularly reviewing and refining processes, inefficiencies will persist, reducing the effectiveness of your IT services. Value Stream Mapping (VSM) provides ITSM practitioners and leaders with a structured way to analyze workflows, remove waste, and maximize efficiency.
By making continual improvement a habit, IT teams can ensure that their processes not only support business goals but deliver real value to the organization. Whether it’s reducing incident resolution times, accelerating change approvals, or streamlining request fulfillment, the key is to keep looking for opportunities to improve—because what worked yesterday may not be enough tomorrow.
Interested in earning more about Value Stream Mapping?
Check out our Value Stream Mapping course