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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 604: Service Desk Agility: Is That a Thing?

Ric Mims  (Solutions Director, SDI Presence)

Location: Grand Ballroom 122

Date: Thursday, May 19

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Pursuing Service Excellence, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

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.