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SupportWorld Live 2020 Schedule Builder
Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
Rapid and flexible response to constant changes is critical to any support organization’s success. Consequently, the Agile methodology has gained a great deal of traction throughout our industry. Although borne of software development, agility for the service desk speaks of adaptive, timely interactions with the customer that reduce downtime, which ultimately delivers value to the organization.
In this session, Ric Mims will explain how your service desk can be an Agile, value-driven service and support team, leveraging principles such as process automation, integration with proactive tools, and the right business-based KPIs to enable you to address productivity leaks and identify areas of weakness.
