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Session 304: Agile Service Delivery: Making Work Flow

Manuel Palachuk (President and Head Coach, Manuel Palachuk International)

Location: Panzacola H1/2

Date: Wednesday, April 10

Time: 3:00pm - 4:00pm

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

Track: Service Optimization

Format: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

With the dynamic changes happening in the industry, it's keep up or step aside. Agile is the answer. Agile service delivery methods free your support organization from the constraints of conventional service delivery. They allow your entire team to function with a high degree of autonomy. And they can be used to significant advantage, regardless of the service ticket system in place or the team size, with greater ROI for you and greater value to your clients. Once you go Agile, you'll never want to go back.

In this session, attendees will take a deep dive into four principles:

  1. Changing the way issues are assigned and managed, freeing up the schedule and team by allowing them to pull work from the queue as fast as they can execute on it.
  2. Limiting Work in Progress, cutting back on sprawl and drift.
  3. Leveraging coordination/dispatch roles to identify slowdowns in the process, from bottleneck in the system to rogue issues.
  4. Getting started with your Agile transition, including where to look for information, support, and guidance.

Presentation File