The Many Faces of IT Service Support in a DevOps Context

Presented by

Roy Atkinson, HDI

About this talk

According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies. HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity. These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology. In this session, HDI writer and analyst Roy Atkinson will explain how: •Changing customer behaviors and preferences require new ways of measuring support success •DevOps positively impacts the ability of support (HDI research) •Contact trends and channels will continue to change into the future •Automation can assist and accelerate support

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