What's the most innovative thing you've done in your IT support?

A general perception is that innovation is very rare in service desk environments that are generally locked into established processes. . I am trying to understand how innovation happens in IT service desks and looking for instances or examples where service desk/ sysadmin professionals innovatively solved challenges facing their service management operations. It could be handling a crisis situation , or a process tweak/ use of technology to achieve results,a growth hack, or a focused practice of experimentation and fine tuning to better their IT support operations over time. Or simply, it can be that there's something different they do in their support operations that others can learn from.Some tweak to ServiceDesk Plus that helped you solve a problem ? If you have come across anything that fits the bill, please include in the comments. Overall, what's the most innovative thing you've done in your IT support operations?