Secrets of a ScrumMaster: Agile Practices for the Service Desk with Donna Knapp
Can agile concepts be applied to the service desk? Absolutely! This session describes the benefits of agile practices and provides a brief introduction to Scrum – an agile way to handle complex projects. The session then focuses on specific ways that Scrum and other agile practices can be used to significantly increase the performance of service and support teams. Takeaway tips and techniques you can use to get started immediately, along with lessons learned.