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.