Do more with less, finish everything by yesterday and always be up to date - so the theory. In practice, the workload at the services desk remains high and agents are highly occupied by standard service requests.
But how can IT organizations reduce the workload? How can they drive process efficiency and accelerate ticket processing in the backlog? One solution approach could be the implementation of an agile IT Service Management. As recommended by ITIL 4, the focus lies on faster solution development by cross-functional and self-organized teams.
Markus Bause, Managing Director of the IT management consultancy SERVIEW, will present the principles and advantages of an agile service desk. Klaus Ziegerhofer will present how Matrix42 is supporting the agile change with the right tool set.
- introduction: the principles of agile IT Service Management
- swarming and co. - agile methods for the service desk
- skill based visibility - using IT resources in a targeted manner
- similar tickets – do more with less
- chatbots and web chats - reduce the workload caused by standard service requests
Tools are good, but the music is in the processes.
Markus Bause has been managing director of SERVIEW GmbH since 2006 and thus stands for the high quality and the self-image of the consulting and training services. In 2004 he joined SERVIEW as a Senior Consultant and was significantly responsible for growth and success in the market. "Passion stands for innovation", said Bause, "and that makes us one of the best in the industry". Markus Bause has extensive experience in strategic IT consulting and consulting for corporate clients. This includes issues of agile transformation, IT governance and the complex tasks of service management. His knowledge is based on his many years of experience as a consultant, coach and trainer. He is very good at taking his customers' perspective, as he was also the responsible head of internal IT organizations.
Klaus Ziegerhofer has been with Matrix42 since 2018 and as Product Manager is responsible for the Service Management product line and the SolutionBuilder platform. This includes Service Desk, Service Catalog, Self Service Portal and the strategic development of the platform in use. After more than seven years in Service Management Consulting, he worked for more than three years as Senior Analyst at Magna Automotive Europe GmbH (a division of Magna International Inc.). As part of the global IT department, he was responsible for ITIL process consulting, architecture and design as well as solution implementation using Matrix42 Service Management. He holds a degree in business administration and is a certified Matrix42 Workspace Management Architect (IAR) with an explicit focus on ITIL, Service Management, process consulting and solution design with the Matrix42 SolutionBuilder platform.