HDI 2018 Schedule Builder

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Session 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study)

Jonathan Hinkle (VP, Director of IT , First Fidelity Bank)

Location: Room 318

Date: Friday, April 13

Time: 10:15am - 11:15am

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

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate

Effective service management can take an IT group—and the whole organization—to the next level. But tackling improvements around incident, problem, and change management can often seem overwhelming—if not downright daunting. It doesn’t have to be! This session will take you on American Fidelity’s journey from being a low-performing “helpless desk” to a high-performing and valued team on the forefront of organizational change. Find out how they used Lean, Agile, and KCS principles to improve the service desk and propel them down a path of continuous improvement.