Speaker: Donna Knapp
Title: Flow, Feedback and the Service Desk
Abstract: Agile and DevOps practices are challenging IT organizations to improve flow across the entire IT value stream, and that includes the service desk. This session explores practices – such as ChatOps and Kanban – that organizations are using to improve the flow of both work and feedback to and from the service desk. Techniques for streamlining and automating key service desk processes are discussed along with ways to leverage technology to improve communication and collaboration with both other parts of the IT organization and customers and users.
Donna has more than 30 years of experience in the IT industry and is currently ITSM Academy’s Curriculum Development Manager. Donna’s years of practical experience and love of learning show in her engaging and informative speaking style and many certifications including: ITIL Expert, Certified Process Design Engineer, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager and Certified Agile Process Owner. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna is also on the DevOps Institute’s Board of Regents.