HDI 2018 Schedule Builder

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Session 104: Flow, Feedback, and the Service Desk

Donna Knapp (Curriculum Development Manager, The ITSM Academy)

Location: Room 318

Date: Wednesday, April 11

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Desk Masters

Experience Level: Intermediate

Vault Recording: TBD

Audience Level: Intermediate

Agile and DevOps practices are enabling IT organizations to improve flow across the entire IT value stream, and that includes the service desk. Yet according to HDI research, 73% of support teams are dissatisfied with their current level of involvement with development. This session explores the impact of Agile and DevOps practices on the service desk and the impact of those practices on an organization’s ITSM processes. Learn the techniques high-performing organizations are using to improve communication and visibility into changes—and the steps these organizations have taken to improve the flow of both work and feedback to and from the service desk.