Achieving IT Transformation Using Agile Methodology at the Service Desk

For IT organizations to transform into a valued business unit, they need to better understand their impact on the commercial activities and outcomes of the entire organization. The service desk can play a critical role, as it can be the driving factor for achieving higher employee—and customer—satisfaction. Due to its functional nature, IT is often sidelined and sometimes considered to be a necessary, though costly, burden. However, by adopting an agile approach—fully supported by an organization's leadership, employees, and technology—the service desk can not only be the catalyst but also an enabler towards real IT transformation. In this presentation, Nancy Van Elsacker Louisnord will discuss: - How to establish a way of working that supports agile methodologies and the ITSM/ITIL framework - How to achieve a business-engaged, customer-centric and outcome-driven IT Unit - The benefits of an agile service desk