Speaker:
Bio: Ric Mims has more than twenty-five years of experience in service desk management, ITSM, consulting and operations. Ric has held various positions throughout his career, from team leader to help desk manager to ITSM consultant. He's also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences and a former local chapter President. Ric's most recent work encompassed Project Leadership for planning, design and implementation of IT Service Management initiatives for companies such as Occidental Petroleum, Charles Schwab and Cepheid BioTech to name a few. In June, Ric was recognized by HDI with the Lifetime Achievement Award for contributions made to the support industry.
Topic: Service Desk Agility: Is That a Thing?
Abstract: Rapid and flexible response to constant changes is critical to any support organization’s success. Consequently, the Agile methodology has gained a great deal of traction throughout our industry. Although borne of software development, agility for the service desk speaks of adaptive, timely interactions with the customer that reduce downtime, which ultimately delivers value to the organization. In this session, Ric Mims will explain how your service desk can be an Agile, value-driven service and support team, leveraging principles such as process automation, integration with proactive tools, and the right business-based KPIs to enable you to address productivity leaks and identify areas of weakness.