Identify Service Improvement Opportunities for MITRE’s Innovation Toolkit (ITK)

The MITRE Innovation Toolkit (ITK) is a set of tools and methods designed to help teams tackle complex problems and drive innovation. While it was originally created for internal use, growing client interest led to increasing demand for ITK workshops. Without a clearly defined service experience, however, workshops were difficult to scale, delivered inconsistently, and costly to support, creating challenges for both the client experience and internal teams.

Balancing Growth with Delivery Integrity
The Toolkit team needed to grow revenue by offering ITK workshops to clients, but lacked a structured service model that balanced:
- Employee capacity and project commitments
- Delivering consistent client value and experience
- Operational clarity of workshops for delivery teams
How can we enable ITK to evolve into a repeatable, revenue-generating offering without compromising delivery quality or employee capacity?

Outcomes

- Increased workshop revenue through productized offerings
- Reduced delivery cost and prep time
- Improved sales confidence and conversion
- Lower facilitator burnout and risk
- Clear ownership across service stages
- Faster turnaround from request to delivery
- More consistent client satisfaction
- Higher facilitator confidence and engagement
- Stronger trust in ITK as a premium service
- Workshop revenue growth
- Time to scope and schedule
- Facilitator utilization and satisfaction
- Client satisfaction and repeat engagement
- Workshop completion and outcome adoption

Approach

Review of existing workshop materials, contracts and delivery processes.
Conduct interviews with service providers and customers (internal and external)

Discovery and Research

Current state service blueprint
Identification of breakdowns, redundancies and risks

Service Mapping

Future state service blueprinting
Cross-functional workshop (action prioritization based on effort and impact)

Co-creation and prioritization