Service Management World is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 202: The Perfect Recipe: ITIL with Agile to Propel Modern ITSM Capability

Robert Woods  (Principal Consultant, Scrum Inc)

Date: Tuesday, November 14

Time: 11:30 am - 12:30 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate

ITIL is widely considered to be the gold standard for creating structure and building a 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 with 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 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.