Session 804: Using Agile to Support Continual Improvement

Friday, August 7 at 10:15 AM

Organizations are in a constant struggle to keep up with the ever-changing needs and demands to be innovative. Consequently, a stakeholder's perception of value is often a moving target. It depends on who you ask and when you ask. Service providers need a mechanism for assessing organizational objectives, readjusting their delivery strategies, and making continual improvements.
This doesn't have to be a big undertaking. By taking a proactive approach to continual improvement and customer engagement, teams can create value, anticipate needs, and set customer expectations. In this session, Jessica Alfaro will dive into the core of ITIL 4, present the components of the service value system (SVS), and explain how Agile concepts can be leveraged to foster continual improvement at all levels.

Jessica Alfaro

Senior Manager

Acuity, Inc.

Jessica Alfaro is a senior manager at Acuity Inc., a management and technology consulting firm serving the public sector. She has over 15 years of experience providing consulting services in IT service management, IT asset management, and enterprise management principles. She helps clients capitalize on their service management investments, and provides the vision and strategy supporting multiple process automation efforts using best-in-class tools.