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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 805: The Perfect Recipe: ITIL with Agile to Propel Support Capability

Robert Woods  (Principal Consultant, Scrum Inc)

Date: Friday, May 5

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

ITIL is widely considered to be the gold standard for creating structure and building the service and support organization into a well-oiled machine. Agile is what organizations are utilizing to make faster decisions, understand customer needs better, course correct, know their real capacity, and adapt when the need arises. But, can these two concepts coexist and create a kick-butt support organization that fully aligns to the ways of working and thinking the rest of the company is embracing?

In this session, Robert Woods will demonstrate the practical ways modern service support organizations are embracing both Agile and ITIL concepts and seeing some amazing results in team morale, customer feedback, measurable successes, and continuous improvement. Walk away with real techniques you can start applying immediately to see tangible results in tying both concepts together.