Session 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study)


Friday, April 13 at 10:15 AM

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Effective service management can take an IT group—and the whole organization—to the next level. But tackling improvements around incident, problem, and change management can often seem overwhelming—if not downright daunting. It doesn't have to be! This session will take you on American Fidelity's journey from being a low-performing "helpless desk" to a high-performing and valued team on the forefront of organizational change. Find out how they used Lean, Agile, and KCS principles to improve the service desk and propel them down a path of continuous improvement.

Jonathan Hinkle

VP, Director of IT
First Fidelity Bank

Jonathan Hinkle is an IT professional with more than 16 years of experience in technology. Currently the VP, Director of IT operations at First Fidelity Bank, Jonathan received his MBA from the University of Oklahoma and holds certifications in Lean, ITIL, InfoSec, KCS, and Agile. Jonathan is passionate about using the principles of Lean and Agile to improve performance through service management and operational excellence.