Session 104: Flow, Feedback, and the Service Desk


Wednesday, April 11 at 10:15 AM

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Agile and DevOps practices are enabling IT organizations to improve flow across the entire IT value stream, and that includes the service desk. Yet according to HDI research, 73% of support teams are dissatisfied with their current level of involvement with development. This session explores the impact of Agile and DevOps practices on the service desk and the impact of those practices on an organization's ITSM processes. Learn the techniques high-performing organizations are using to improve communication and visibility into changes—and the steps these organizations have taken to improve the flow of both work and feedback to and from the service desk.

Donna Knapp

Curriculum Development Manager
The ITSM Academy

Donna Knapp is currently the curriculum development manager at The ITSM Academy. With more than 30 years of experience in the IT industry, Donna's extensive practical experience and love of learning show in her engaging and informative speaking style and many industry certifications. Donna is the author of The ITSM Process Design Guide, as well as two college textbooks, A Guide to Service Desk Concepts and A Guide to Customer Service Skills for Service Desk Professionals.