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Session 507: Service Desk Agility: Is That a Thing?

Ric Mims  (ServiceNow Practice Director, Precision Task Group)

Date: Wednesday, November 10

Time: 11:35am - 12:35pm

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Track: Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

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.